How AI and intelligent agents are transforming local government
In recent conversations with local government customers, I’ve seen growing interest in agent-based AI – driven by the real impact it’s already having across councils. AI is streamlining complex processes, supporting residents and freeing up staff to focus on what matters most.
These technologies aren’t on the horizon – they’re in use today. The examples below show how AI, and agents in particular, are delivering results and helping councils provide smarter, more compassionate services.
Streamlining case notes in social care
At a recent AI Roadshow in Bristol hosted with our partner Advania, one council shared how they’ve been using a solution called Echo, co-developed with Microsoft and five other local authorities. Echo enables social workers to have conversations with vulnerable citizens without pausing to take notes. The system records, transcribes, summarises, and formats the conversation to match the case management system.
It’s already making a difference – freeing professionals to focus on people rather than paperwork. The underlying language model is tuned to reflect lived experience, and with 10 more councils now joining phase two, the solution is being made available across the sector via our Local Government GitHub repository.
Breaking down language barriers
Language is often a barrier to access. That’s why Microsoft is piloting Translator Pro in several councils. It enables two people to converse in their native languages, with Translator capturing, transcribing and translating the exchange in real time – presenting the translation on a screen while reading it out in the receiver’s native tongue.
It also logs the entire exchange for follow-up or case management. Early feedback shows it’s already improving service accessibility and cutting down on delays caused by language gaps.
Simplifying complex SEND processes
Creating an Education, Health and Care Plan (EHCP) is a time-consuming process involving multiple data sources. In one of the most powerful agent-based AI use cases, councils are simplifying the process by using a command-and-control model with specialised agents: one pulls case data, another scans policy, another suggests relevant services, and a central agent compiles a first draft of the EHCP.
With review agents in place, the case worker remains in control, but the workload is significantly reduced. It’s a compelling example of how agents can handle complex, high-stakes workflows.
Automating procurement workflows
In one council, an agent now handles purchase order processing. It extracts key details, checks them against policy, and recommends whether to approve payment. What used to take hours now happens in minutes – with staff still making the final call.
This automation removes repetitive admin, improves accuracy and gives procurement teams more time to focus on strategic work.
Speeding up contact centre support
Another council is using an agent to support contact centre staff. Trained on a 700-page housing repairs manual, the agent provides instant answers to frontline staff handling resident calls – saving them from digging through dense documentation.
This cuts call times and enables quicker resolution, improving both staff efficiency and resident experience.
A trailblazing “front door”: Basildon Council’s AI journey
I recently joined a UK Authority webinar with leaders from Basildon Council to discuss how the council is working with HSO to transform its resident experience through AI. For example, common service requests – such as missed-bin reports – are now automatically handled via an intelligent portal that provides updates and reduces the need for follow-up contact.
This AI-powered system has freed up capacity to focus on complex, high-impact cases. The council has already delivered £2 million in savings, while also working to unify data sources through Microsoft Fabric to better predict demand and support broader service reform. Read more about Basildon Council’s AI initiative.
Looking ahead
These are just a few of the many live examples where AI and agent-based models are helping councils rethink how they work. You can explore more in Microsoft’s new report, Agents of Change, which discusses, among other benefits, how agentic AI is helping reduce staff burnout and transform public services.
From social care to procurement, translation to SEND support, these tools are enabling better, faster, more responsive services – and ultimately, improving lives.
If you’re a public servant who would like to learn more, connect with peers and co-create with support from Microsoft, I encourage you to join us at the next Innovation and Collaboration Forum.
Find out more
Read the blog: Driving innovation in the UK public sector with AI
Download the Agents of Change report
About the author
Robin has 20 years of experience working with Microsoft and local public services, and has deep expertise in the local government and housing sectors. His technology background helps align emerging tech with sector priorities, driving innovation in services and resident outcomes. He has worked on many shared services and unitary council mergers, and is passionate about using AI and reform to modernise processes. Robin currently leads Microsoft UK’s Local Public Services team, driving transformation across the sector.
