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Outcome 4 - Transform services via responsible use of automation & AI

Transforming with digital, data, and technology

The City of London Corporation is set to revolutionise its products and services by fully harnessing the power of digital, data, and technology. We're not just digitising existing processes; we're challenging the status quo to deliver meaningful and lasting improvements.

Embracing automation and AI

We'll integrate automation and AI into our operations to streamline processes, boost efficiency, and enhance user experience. This journey starts with identifying suitable processes for automation and exploring how AI can transform our workflows. Through pilot projects, we'll test these technologies, ensuring our staff are well-equipped to thrive in this new environment. Successful initiatives will be scaled up, embedding efficiency and innovation into our operations.

Our actions

  • To review current business processes and identify areas where automation and Artificial Intelligence can enhance efficiency, quality, and customer satisfaction in line with the organisation’s Generative AI Policy.
  • To work closely with services through a programme of digital projects to challenge existing working practices and deliver significant time savings through better use of technology, including automation and AI where possible.
  • To establish a cross-functional team of experts and stakeholders to oversee the design, implementation, and evaluation of automation and Artificial Intelligence solutions in alignment with best practices and ethical standards.
  • To develop a communication plan to inform and engage staff, customers, and partners about the benefits and challenges of automation and Artificial Intelligence, as well as the expected impacts and outcomes of the transformation.
  • To support and upskill colleagues across the organisation in order to make best use of new technologies and tools.

Performance measures

  • The amount of time and resources saved by using automation and Artificial Intelligence solutions, including the average hours per week that staff spent on manual or repetitive tasks before and after the implementation of the solutions
  • The number and percentage of processes that were automated or improved by Artificial Intelligence solutions
  • The number and percentage of staff who successfully completed the training program on SharePoint, automation, Data Management, and other emerging technologies
  • The number and percentage of staff who achieved certification and recognition through digital skills-based apprenticeships
  • The level of satisfaction and engagement of staff and customers with the automation and Artificial Intelligence solutions, measured by surveys and feedback mechanisms