Council uses AI to help determine care offered to elderly residents

According to The Telegraph, the local authority has built an algorithm trained on adult services data to produce recommendations on the care and assistance it should offer.

The automated recommendations will reportedly also include decisions on supported living applications, care reviews, placement and blue badges for disabled drivers.

The authority, which is pioneering the use of AI for public services “in the face of increasing financial pressures”, was the first to launch a generative AI phone answering “digital helper” called Darcie.

The local authority noted: “Since our digital helper Darcie was upgraded in May 2025, customer waiting times have halved, and the number of wrong calls sent to the switchboard has reduced by 85%.

“Automatic resolution of customer queries increased to 58%, and the number of services available 24/7 has expanded significantly.”

While noting that AI has the potential to bring “numerous benefits” to local government, the Local Government Association (LGA) has warned that councils must be “mindful” of the risks and challenges associated with safe and responsible AI adoption.

The organisation highlighted the importance of local authorities “ensuring their data foundations are strong, addressing privacy and data protection concerns, addressing the needs of digitally excluded residents and staff, [exploring] how to mitigate bias and alleviate concerns regarding job displacement.”

Cllr Hardyal Dhindsa, Derby City Council Cabinet Member for Digital and Organisational Transformation, said: “Years of national cuts to local government funding has meant reductions to services and jobs. The impact of these year-on-year cuts is particularly acute in social care, where demand is higher than ever. But AI improvements are and will continue to help our stretched social care workers and help them do their jobs.

“[…] We make efforts to ensure our AI technologies and full range of traditional service channels are user-friendly and accessible to all, including those who may not be familiar with digital tools. We actively consult our communities to test both our digital and non-digital services for inclusion.”

He added: "While it’s wrong to assume that all elderly people are uncomfortable with digital services, it’s important to note that residents can still choose to speak to a human advisor during normal office hours for more complex needs, use accessible services and contact out of hours crisis services.”

Commenting on councils' use of AI in adult social care, Jess McGregor, President of the Association of Directors of Adult Social Services (ADASS) said: “Councils face an estimated £1bn gap in funding to meet the growing need and cost of adult social care, so all councils need to be looking for innovative ways to continue to deliver high quality services to residents but at lower costs.

“It’s important that councils reap the benefits of AI, including reducing the amount of time spent writing up notes and paperwork that can be done more quickly – which is now being used widely by many organisations. However, people remain at the heart of social care and technology can’t replace the need for skilled professionals to care for people and take important decisions about care packages that will allow them to live the best life possible.

“We also know there is a fundamental gap in the social care workforce that cannot be replaced by technology, and requires more committed and skilled workers to join the profession as our population lives longer and requires more support.”

Lottie Winson