• Text Size
  • Contrast

Principles met

  • Innovation

    We will embrace innovation in how we work with local communities to drive positive change.

  • Learning

    We will capture and ‘expand’ the experience and learning from individual projects and approaches in order to encourage broader application of co-operative principles within individual member Councils and across the Network.

  • Maximising social value

    We will support the development of a framework and criteria for social value, giving substance to the concept and supporting Councils with the tools to ensure better local social and economic outcomes.

  • New models of meeting priority needs

    In exploring new ways of meeting the priority needs of our communities we will encourage models, such as co-operatives and mutuals, which give greater influence and voice to staff and users. in designing and commissioning public services and in determining the use of public resources.

Like many local authorities, Derby City Council faced severe financial pressures alongside rising service demand. After years of digital investment, the Council recognised that incremental change would not be enough.

Derby made a strategic decision to become the UK’s first AI-native local authority, embedding AI across the organisation to fundamentally reshape how services are delivered. In partnership with ICS.AI, the Council implemented a Unified AI Target Operating Model that brings together resident access, staff productivity, and back-office operations within a single, governed platform.

From Channels to an AI-Powered Front Door

With over 60% of resident contact historically via telephone, Derby prioritised transforming access. In April 2023, it launched Darcie for customer services and Ali for housing, creating a 24/7 AI-enabled front door. This shifted services from channel-driven to needs-led access, reducing pressure on contact centres while improving speed and accessibility.

For further information contact:

Back to Case Studies