Artificial Intelligence (AI) to support service delivery

I am submitting an FOI request seeking to understand how public bodies are exploring or applying Artificial Intelligence (AI) to support service delivery. These questions are intended to gather insights into current practice, governance, and future planning. They should not be interpreted as critical; we are simply researching how public services are approaching emerging technologies. Please provide answers to the following:

1. AI Use in Operations - Does your organisation currently use any form of Artificial Intelligence (AI) or automated systems in its operations?

a) If yes, please list the tools or systems in use and provide a brief description of their purpose (e.g., administrative support, triage, analytics, chatbot services, etc.).

b) If not, please state whether your organisation has explored or piloted any AI-based technologies in the past 3 years.

2. AI for Decision-Making - Does your organisation use AI or algorithmic systems to support or inform decision-making in any area (e.g., resource allocation, risk assessments, case prioritisation)?

a) If yes, please describe the type of decision-making supported and the nature of the AI's role (e.g., advisory, automated assessment, automated decision).

b) Please also confirm whether human oversight is applied.

3. AI Chatbots and Customer Interaction - does your organisation currently use chatbots or virtual assistants-AI-driven or rules-based-to support public enquiries or internal staff functions?

a) If yes, please specify their purpose, whether they are AI-based, and when they were implemented.

4. Policies and Governance - Does your organisation have any formal policy, strategy, or guidance relating to the use of Artificial Intelligence or automated decision-making?

a) If yes, please supply a copy or provide a link.

b) If not, please indicate whether such a policy is in development.

5. Data Protection and Ethics - If AI systems are used, what measures or frameworks does your organisation have in place to ensure:

a) Compliance with data protection and privacy obligations

b) Transparency for service users c) Ethical or responsible use (For example, DPIAs, algorithmic impact assessments, ethical guidelines-if applicable.)

6. Trials, Pilots, or Future Plans - Has your organisation run any pilots, trials, or exploratory projects involving AI in the last 3 years, or does it plan to do so in the next 12-24 months?

a) If yes, please provide brief details of the purpose, timeline, and status of these initiatives.

7. Staff Training and Awareness - Does your organisation provide any training, guidance, or internal communications to staff relating to AI, its use, or its implications?

a) If yes, please describe the type of training or include documents if available.

1. Vaisala RoadAI, which visually identifies road condition and defect information.

The software does not carry out any decision-making, and the output provides the information from which staff carry out their own decision-making. Ics.ai SMART AI Citizen Services Assistant, a chatbot which uses AI technology and self-service to increase citizen engagement 24/7 while reducing service delivery costs. Microsoft Copilot, is currently being used in a pilot scheme to support administrative tasks.

2. Yes

a) Road condition data and defect information, but no advisory or automated decisionmaking.

b) Yes

3. Yes

a) Supporting public enquiries, based on council pre-programmed definitions not AI definitions. The service went live early 2024.

4. Yes

a) A copy of the current Artificial Intelligence (AI) Policy document is attached

5. The council uses Data Protection Impact Assessments and Information Assurance Assessments to risk assess the use of technologies within new projects (including AI), where they are used to deliver services involving processing of personal data, or other types of information.

Our risk assessments include covering all the Data Protection Principles. Our relevant policies are published here: Information Assurance- Lincolnshire County Council

6.Yes

a) Yes, Microsoft Copilot, has been in use under a pilot scheme since early 2025. A pilot end date has yet to be confirmed. administrative tasks.

7. Yes

a) Monthly ‘M365 Champions’ training and feedback meetings conducted via Microsoft Teams, which includes guidance of the use of Microsoft Office products including Copilot, supported by a Microsoft Teams channel for chats, questions & answers. Policy implementation and changes relating to IT and AI are communicated to staff via internal Staff News emails.

Should you require the attachment mentioned above please contact customerinformationservice@lincolnshire.gov.uk with the below reference number and this can be provided.