Hardyal Dhindsa, Cabinet Member for Digital and Organisational Transformation, reflects on a busy year and looks forward to 2025
The creation of the first Cabinet Member for Digital and Organisational Transformation is a clear sign of how important digital innovation is to our city and I'm incredibly proud to be at the forefront of this exciting journey.
There’s no doubt that we live in challenging times, with increasing financial pressures on local government. But that doesn’t mean we’re not ambitious for Derby. We're committed to delivering the best possible services to our residents, and technology is key to achieving that.
Over the past seven months, we've made strides in transforming how we deliver services to the citizens of Derby. We've focused on making our services more accessible and efficient, using technology to streamline processes and improve outcomes.
Artificial Intelligence (AI) is just one exciting area where we're making progress. We're using AI to improve how we work, from automating routine tasks to providing more personalised services.
While AI often makes headlines, it's important to remember that it's not always the mysterious, scary technology it's portrayed as. In fact, we often use AI-powered tools without even realising it, and its potential to improve our lives is vast and is one of the greatest opportunities we have as a council.
It’s now 18 months since we introduced digital helper Darcie who can answer citizens’ most frequently asked queries, leaving our human staff to focus on more complex queries. In that time, Darcie has answered 1.4 million questions, which is around 43% of the queries we received, and is available 24 hours a day, seven days a week.
That’s just the start. We’ve been working with our technological partners ICS.AI to teach Darcie new skills. Next year, we’ll be launching an improved Darcie who will be better at answering more of your questions in multiple languages.
Beyond AI, we've also implemented a range of other digital solutions One key area of focus has been improving our website and online services. We've worked hard to make our online forms easier to use, simplified our payment systems, and expanded the range of services residents can access online. We believe that by making our digital services more user-friendly, we can save you time and effort.
We've launched a new online platform for potential foster parents, a streamlined performance management system for services, and online portals for school admissions and exclusions reporting.
We also recognise the importance of digital inclusion. Not everyone has the same access to technology, so we're working hard to bridge the digital divide. We continue to provide free training and support in our libraries to help residents develop the skills they need to thrive in the technological world. In response to feedback, we’re also looking to run some sessions specifically on AI and how to get the best from our digital helper Darcie in 2025.
One simple way to embrace the digital age is to sign up for e-billing. You’ll receive your Council Tax bill directly to your inbox, saving paper and reducing our environmental impact. If you register for e-billing by 14 February 2025 you could win up to £1000 off your next Council Tax bill. A relatively small number of sign-ups will cover the cost of the prize draw, and every additional sign-up will directly benefit the Council, helping us to maintain essential services.
I'm excited about the future of digital transformation in our city. We're committed to using technology to improve the lives of the people of Derby and build a smarter, more sustainable city.