BT SWAN Innovation Fund is proud to support the Scottish Ambulance Service (SAS) in attempting to revolutionise their HR operations with the BT AI platform powered by Soprano Design.

Currently, the SAS HR Department spends a significant amount of its time on repetitive tasks, taking days to resolve. By deploying the AI platform, we’re aiming to automate as many of these tasks as possible, freeing up HR professionals to focus on complex, high-value enquiries and delivering faster, more accurate support to over 6,600 employees.

Key Benefits Targeted:

  • 24/7 instant HR support for staff, reducing response times and improving satisfaction
  • Significant reduction in manual workload, allowing HR teams to focus on strategic initiatives
  • Scalable solution that can be shared across the wider SWAN community and NHS Scotland using “once for Scotland”
  • Cost savings through automation
  • Supports the Scottish AI Playbook and digital transformation goals

This innovation is more than just technology, it’s about empowering people, improving efficiency, and setting a new standard for public sector HR. The SAS project is an exploration into how AI can drive operational excellence and collaboration across Scotland’s public services.

Douglas Adam, BT Senior Manager for Innovation & Business Development, commented: “We identified a key business challenge to improve efficiency and costs across HR where AI can deliver immense benefit across the organisation and one that can be scaled across all Scottish Health Boards.

“AI can positively impact the “Once for Scotland’ Workforce Policies approach by digitally transforming existing workforce policies. This reflects a recent KPMG report that stated that a Scottish Health Board would benefit from using AI to automate administrative tasks, which could help the board save money (potentially saving up to £15.6 million by 2030) and improve efficiency.”

Hayden Edwards, BT Director for SWAN, commented “BT is delighted to be working with Scottish Ambulance Service, driving digital transformation through the SWAN innovation fund and delivering efficiency through the use of AI. Many organisations are engaging proactively with us on the use of this fund, and we look forward to seeing the benefits this and other funding will deliver to Scotland’s public sector”.