AI in Action: How Artificial Intelligence Is Delivering Operational Efficiency and Societal Impact

AI Head with Graphics

At Connected North 2025, I had the pleasure of moderating a panel on how councils are harnessing artificial intelligence. It wasn’t a conversation about the future—it was very much grounded in what’s happening right now. 

What became clear is that councils are no longer sitting on the sidelines. AI is being trialled, deployed, and in many cases, delivering real results. This article distils some of the key insights from that discussion and builds on wider trends we’re seeing across the UK. 

The Age of Applied AI 

AI has firmly arrived in local government. From chatbots managing contact centre queries to automated case triage in social care, the examples shared at Connected North show AI is not just theoretical—it’s tangible, deliverable, and often surprisingly affordable. 

One council shared how they built an AI tool in-house using Microsoft’s platform for under GBP 5,000. That tool reduced contact centre waiting times from 40 minutes to just 6. Crucially, they didn’t wait for a big tech contract—they empowered their internal team to deliver. 

Councils aren’t using AI to experiment for experimentation’s sake—they’re solving real problems and unlocking real savings as illustrated in this article: AI in Action. 

Council-Led Innovation: Doing More with Less 

This success story wasn’t unique. A theme running through the panel was the power of internal capability. Councils are increasingly confident in developing and deploying their own tools—especially when use cases are well understood, like handling routine queries or supporting social care triage. 

The takeaway? You don’t always need to outsource or spend large sums to achieve meaningful outcomes. With the right intent and mindset, councils can do more with the teams they already have—supported by specialist guidance when needed. 

AI Is Nothing Without Data—And Data Is Nothing Without Infrastructure 

A consistent message throughout the session was this: AI only works if the data works. And data only exists if the infrastructure exists. 

Too many authorities are still grappling with legacy systems, data silos, and inconsistent quality. Even councils that are rich in data often struggle to extract insights or share information across services. The result? Missed opportunities and stalled transformation efforts. 

But here’s the deeper truth: data doesn’t just live in databases—it flows from networks and sensors. Whether it's footfall trackers, IoT monitors, or digital forms, real-time and structured data starts with digital connectivity. That’s why a robust digital infrastructure strategy—covering fibre, 5G, sensors, and cloud-ready environments—is now a non-negotiable foundation for any serious AI ambition. 

Helping local authorities develop a robust digital infrastructure and connectivity strategy is Intelligens Consulting’s sweet spot. If you'd like to assess your current capabilities or explore how to move forward, take a look at our Digital Readiness & Transformation Programme to find out more. 

AI Infographic Chart

Measuring What Matters 

The panel highlighted a familiar frustration: proving the return on AI investments. 

While it’s easy to say AI improves productivity or citizen satisfaction, it’s much harder to quantify those benefits in cashable terms. Councils lack baselining data, measurement tools, and shared frameworks. 

Some are getting creative with dashboards, CRM integrations, and vendor metrics. But this space needs maturity. We need to move beyond “it saves time” to “it saved £X or Y hours.” 

That’s why it’s essential for local authorities to start with a clear data baselining strategy—grounded in analysis, not assumption—to demonstrate real return on investment and value for money to both internal stakeholders and the public they serve. 

Inclusion, Trust, and Ethics Must Come First 

Digital inclusion was another area of concern—particularly for services that shift toward AI-led interaction. 

We heard thoughtful reflections about ensuring human fallback channels remain open, particularly for residents without digital access or language skills. It’s not just about broadband—it’s about confidence, capability, and trust. 

This places a clear responsibility on councils to ensure that human fallback channels are always available, and that services are designed with accessibility in mind. Councils must remain in constant contact with disconnected and remote communities—not just traditional inclusion groups—to verify that no resident has been unintentionally excluded from accessing public services as a result of AI, automation, or digital transformation. 

From Reactive to Predictive: The Next Chapter 

The future of AI in councils lies not just in operational efficiency but in prevention and prediction. Several authorities are already piloting tools that anticipate homelessness, predict care needs, or simulate city systems through digital twins. 

This kind of AI requires high-quality, real-time data—and by extension, sensors, connectivity, and compute power. Councils must plan now for scalable infrastructure, interoperable systems, and cloud platforms that can handle tomorrow’s workloads. 

More fundamentally, it’s clear that digital must now be a central thread in every senior-level discussion, strategy, and service redesign. A digital-first mindset is no longer aspirational—it’s essential. 

To achieve this, every council must create space for a Chief Digital Officer—not a purely inward-facing IT role, but one empowered with authority, budget, and a mandate to shape the future. This role should cut across services, influence investment decisions, and implement systems that transform how councils operate and engage with their communities. Digital leadership is no longer a support function—it’s a core driver of modern public service. 

Further Reading: Continue the Conversation 

If you're exploring how AI, data centres, and digital infrastructure intersect with local government transformation, you might also find our Mini eBook useful: “Unlocking AI’s Potential: A Strategic Briefing for Public Sector and Infrastructure Leaders” 

If you’re exploring how to get started with AI—or how to scale what you’ve already piloted—Intelligens Consulting can help. We work with councils to shape practical strategies grounded in infrastructure, inclusion, and impact. 

Intelligens Consulting also tracks emerging trends across a broad range of sectors and technologies. Through our Horizon Scanning Service, our Research Practice delivers monthly insights to help public sector leaders stay ahead. 

Get in touch with us to explore how AI and digital infrastructure can shape the future of your services and communities. 

📩 Message us at info@intelligensconsulting.com or visit www.intelligensconsulting.com to learn more.