Councillor Hardyal Dhindsa, Cabinet Member for Digital and Organisational Transformation, reflects on a year of pioneering innovation which is delivering tangible results.
I am committed to ensuring our Council is not only fit for the future but also more responsive to the needs of every resident.
This year, we have moved from discussing the potential of technology to seeing tangible benefits in the hands of our residents. Our mission remains clear: using digital tools to make processes smoother, while protecting the essential services we all rely on.
Residents who call Derby City Council are now greeted by an improved and more inclusive telephone version of our digital helper, Darcie. By upgrading Darcie to a generative AI model, we have placed Derby at the forefront of local government innovation. Darcie is more than a chatbot; she understands context and provides quick, detailed answers 24 hours a day, 365 days a year. Darcie resolves 57% of queries directly, ensuring residents no longer wait in long queues for simple tasks, and allowing staff to dedicate more time to those with complex needs.
Importantly, Darcie is now more inclusive, supporting nine of the city’s most widely spoken languages, from Punjabi to Polish. This pioneering work has gained national recognition, winning prestigious awards for AI innovation and collaborative excellence. Our progress was even highlighted in the House of Lords, where the Bishop of Derby, the Right Revd Libby Lane, cited our work as a national blueprint for best practice.
Innovation at the Council is always built on trust. This December, the Information Commissioner’s Office (ICO) awarded us a high assurance rating, confirming that our data security is as robust as our technology is ambitious.
Following resident feedback, we have also simplified registering for paperless billing and, from 1 April, we are launching a more generous Council Tax Support scheme. This is a significant step in making our support fundamentally fairer for low-income households.
Our progress extends to our physical spaces too. Registration services have relocated to Riverside Chambers, offering two new ceremony rooms against the backdrop of the River Derwent. I’m looking forward to officially launching the new registry office in the new year.
Looking toward 2026, we will continue to explore how technology can further reduce administrative burdens, ensuring our systems and staff are fully prepared for the significant shifts ahead. By building a smarter, fairer, and more connected Derby now, we are laying the essential foundations for a successful transition through Local Government Reorganisation.