AI in the Public Sector: What it Means for Local Government

7th May 2025

by Nicky Hjerpe

Artificial intelligence (AI) is everywhere right now. If you work in local government, you might be wondering what it means for your daily operations and whether it’s something you need to worry about, plan for, or approach cautiously.

Richard Farrell, CIO of Netcall, explored broader AI trends, highlighting what CIOs are prioritising for 2025. But what does that mean specifically for councils on the front line?

The short answer? AI isn’t a miracle solution. But it has the potential to significantly ease workloads and improve processes if it’s implemented correctly.

What is AI, really?

At its core, AI is about helping systems learn from data to make decisions, spot patterns and perform tasks that would normally require human involvement. Sometimes that manifests as a chatbot having a conversation, while other times it serves as a model to flag vulnerable residents based on their past service history.

But AI is not magic, nor is it designed to replace humans. Think of AI in the public sector as a digital assistant, empowering people to work faster, smarter and with fewer repetitive tasks.

Why is everyone talking about AI in the public sector?

AI has been around for a while. What’s new is how accessible it’s becoming. The rise of tools like ChatGPT have put AI in the public sector into the public spotlight. Suddenly, councils are being asked if they’re “using AI” or “falling behind.”

But the pressure to “do something with AI” can lead to superficial solutions that don’t scale, like a standalone chatbot or a one-off trial that doesn’t join up with your actual services. That’s where things get stuck. It’s important to remember that AI, like any technology, comes with its own set of challenges and potential risks, such as data privacy and security concerns, algorithmic bias, and the need for continuous training and updates.

What does useful AI look like in a council setting?

For AI to really work in local government, it must be more than a bolt-on. It should support your teams in practical ways, seamlessly integrated into the services you already deliver.

For example, useful AI could:

• Sort incoming enquiries so staff don’t have to manually triage each case
• Flag early signs of risk or vulnerability, based on data your teams already hold
• Reduce admin by pre-filling forms or suggesting next steps
• Help residents self-serve, while ensuring human engagement where necessary.

The destination is crucial: AI that adds to the workload versus AI that genuinely assists.

Where Liberty fits in

At Netcall, AI is built into the core of the Liberty platform, a comprehensive solution designed to enhance citizen interactions and support teams behind the scenes. The platform’s AI capabilities are specifically tailored to the needs of the public sector, enabling smarter citizen engagement and more efficient service delivery.

From triaging incoming enquiries to predicting service demand and automating complex processes, Liberty’s AI capabilities help councils deliver faster, more connected services without increasing pressure on staff.

It works in the background to streamline tasks, surface insights and improve outcomes. All while maintaining transparency, governance and control.

The bottom line?

AI in the public sector shouldn’t be about chasing trends. It should be about solving real problems. Used well, it can make a tangible difference – not by replacing humans, but by making public services work better for the people who deliver them and the citizens who rely on them.

Are you ready to explore how AI could support your local authority?

Get in touch to learn how our Liberty platform is helping councils deliver smarter, more responsive public services.