#27 Creativity, Innovation and Self Service Strategy with Paul Ward, Head of ICT & Digital at Coventry City Council
We're interviewing Digital Transformation specialists across the country to find out how they're approaching their digital transformation process and how the use of AI, automation, machine learning and chatbot technology can help councils to save money, increase efficiencies and improve customer service.
This week, we caught up with Paul Ward, Head of ICT & Digital at Coventry City Council who has worked at Coventry for almost two decades and therefore seen huge evolution in this space with the rise of digital. Budget cuts are a challenge faced across the board so we talk about how they're using technology to help make savings as well as drive innovation.
Coventry's contact centre covers a huge range of topics including general enquiries, payments, council tax appointments and queries, housing benefit and housing services plus much more. We wanted to find out how they're looking to streamline their contact centre and improve the customer journey using automation, AI, chatbots and data capture. We also talk about their biggest challenges, how they're approaching digital transformation and which technologies they see having the biggest impact on local authorities in the future.
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