Citizen Engagement

Councils adopting AI reduce call centre volume by up to 25%, improving satisfaction and delivering savings within months

Challenge

Councils face rising demand for services while budgets and staff capacity remain limited. Manual calls, slow follow ups and high volumes of routine enquiries reduce service quality and increase costs

Our approach

Tovie provides empathetic AI assistants across voice and chat channels to handle routine communication and escalate complex cases to council teams. This allows staff to focus on judgement, care and personal support instead of repetitive tasks

Impact

Councils using digital engagement tools report faster response times, lower operational pressure and higher resident satisfaction within three to six months

Measurable outcomes of digital engagement

Councils using digital engagement tools report

25%

reduction in call centre volume

40%

increase in resident satisfaction

Over 60%

of local leaders reporting improved transparency and access

21%

increase in participation from previously excluded groups

3–6 months

Most councils see results within 3–6 months, depending on scale and use case

Real example: device recovery in adult social care

Connect with us to experience an empathic bot designed for public services

Solution

At Richmond and Wandsworth Councils, staff relied on manual phone calls to confirm whether telecare devices were still in use, a process that took weeks and delayed recovery of unused equipment

Results

Tovie introduced voice AI to contact residents automatically and confirm device status in minutes, allowing councils to recover and reallocate equipment much faster

77% of residents confirmed devices were active or ready to be reallocated, freeing staff time for direct support and reducing unnecessary equipment costs

One platform. Many engagement use cases

Tovie supports a wide range of citizen engagement scenarios, including

Service enquiries and information requests

Appointment reminders and confirmations

Welfare and well-being check-ins

Status updates and follow-ups

Community engagement and feedback collection

Each use case can be delivered via voice, chat, or a blended approach, depending on resident needs and accessibility

Tovie AI seamlessly connects to any CRM, communication channel or knowledge base

Compliance and standarts

IBM CLOUD FOR FINANCIAL SERVICES VALIDATED

GDPR-compliant

Cyber Essentials-certified

SOC 2 Type 1-certified

			string(5) "image"


			bool(false)


			bool(false)

Ready to modernise citizen engagement?

Talk to us about ethical AI for councils

FAQ

What does digital citizen engagement mean in practice?

It means automating routine communication while ensuring sensitive or complex interactions are handled by people.

Will AI replace council staff?

No. Tovie reduces repetitive work so staff can focus on residents and decision making.

How quickly can we see impact?

Many councils see improvements within weeks, with measurable results in three to six months.

Is this suitable for digitally excluded residents?

Yes. Voice AI helps reach residents who do not use web based services.

Is this compliant with public sector requirements?

Yes. Tovie is designed to meet UK public sector security, compliance and ethical standards.