Enfield Council adopts IPsoft's Amelia platform
Amelia improves local service delivery, boosting efficiency and satisfaction for residents


Enfield Council has announced it has rolled out IPsoft's Amelia technology platform as part of its digital transformation to provide residents with better online services.
The platform will be used to make it easier for residents to find information and apply for certain services or amend the personal information the council holds on them, such as a change of address or phone number.
It will also act as a personal assistant available 24 hours a day, seven days a week, improving the customer experience of interacting with the council.
"Public organisations around the world, and particularly in the UK, are under considerable pressure to deliver more with less," Frank Lansink, CEO for EU at IPsoft, said.
"The consumer digital revolution has opened up interesting new service delivery routes for public bodies, but has also placed high expectations on them, as citizens desire a seamless digital customer experience."
Amelia can analyse natural language, understands context of conversation, then applies logic to ensure resident are directed to the right department. As is common with these systems, the more it is use the more accuare it becomes. Additionally, it can even sense emotions, to make sure the experience is adjusted according to the resident's mood.
"With the rise of powerful cognitive platforms such as Amelia, government organisations have an opportunity to completely reimagine how frontline public services are delivered," Lansink added. "Organisations can not only unlock significant cost efficiencies as routine, high-volume tasks are automated, but, more excitingly, can unlock the full creative potential of their people."
Get the ITPro daily newsletter
Sign up today and you will receive a free copy of our Future Focus 2025 report - the leading guidance on AI, cybersecurity and other IT challenges as per 700+ senior executives
One way Amelia is being used by Enfield Council is to help residents self-certify for planning applications and authenticate applications for permits and licences.
"Our approach to transformation embraces digital technology to find completely new ways of supporting residents, which, in turn, frees up valuable resources for reinvestment in front line services," James Rolfe, Enfield Council's director of finance, resources and customer services said. "Deploying IPsoft's world-leading artificial intelligence is another major milestone in this journey."
(Main image credit: Christine Matthews, Geograph)

Clare is the founder of Blue Cactus Digital, a digital marketing company that helps ethical and sustainability-focused businesses grow their customer base.
Prior to becoming a marketer, Clare was a journalist, working at a range of mobile device-focused outlets including Know Your Mobile before moving into freelance life.
As a freelance writer, she drew on her expertise in mobility to write features and guides for ITPro, as well as regularly writing news stories on a wide range of topics.
-
M&S suspends online sales as 'cyber incident' continues
News Marks & Spencer (M&S) has informed customers that all online and app sales have been suspended as the high street retailer battles a ‘cyber incident’.
By Ross Kelly
-
Manners cost nothing, unless you’re using ChatGPT
Opinion Polite users are costing OpenAI millions of dollars each year – but Ps and Qs are a small dent in what ChatGPT could cost the planet
By Ross Kelly
-
Can robots work safely alongside humans? This one industry leader thinks we're not far away
News Humanoid robots and people will be able to work truly side-by-side this year, according to the CEO of one leading robotics company.
By Nicole Kobie
-
The power of AI & automation: Proactive IT
Whitepaper Automation strategies to dynamically and continuously assure cost-effective application performance
By ITPro
-
Magic Quadrant for enterprise conversational AI platforms
Whitepaper An evaluation of the conversational AI platform (chatbot) market
By ITPro
-
Let's rethink customer service
whitepaper Discover new ways to improve your customer service process
By ITPro
-
The power of AI & automation: Productivity and agility
whitepaper To perform at its peak, automation requires incessant data from across the organization and partner ecosystem
By ITPro
-
Digitization solves manufacturing’s five toughest challenges
Whitepaper Discover the technology trends that overcome manufacturing’s challenges, from cyber resilience to breaking free from legacy technology
By ITPro
-
The four pillars of excellence for technology leaders
whitepaper Download this CIOs business case for integration and automation
By ITPro
-
Building a strong business case for GRC automation
whitepaper Successfully implement an innovative governance, risk & compliance management platform
By ITPro