The Overview and Scrutiny Committee of Ealing Council met on Thursday 8 January 2026 to discuss the council's Customer Access Strategy and the use of new technology, including artificial intelligence. The committee also reviewed its work programme for the upcoming year.

Customer Access Strategy

The committee was scheduled to receive an update on the delivery of Ealing Council's Customer Access Strategy. This strategy aims to enhance customer service through digital innovation, expanded community hubs, and improved access across online, telephone, and face-to-face channels. The report detailed progress made in embedding a customer-first culture, promoting digital inclusion, and using data insights to improve service delivery. It highlighted the ongoing implementation of key workstreams, including the development of relational practice training for frontline staff, the Tell the Council Once initiative to streamline information sharing, and enhancements to digital access channels such as webchat and the My Account portal. The strategy also outlined plans for further technological advancements, including the replacement of the council's corporate telephony platform and the introduction of AI and robotics to automate processes.

The report indicated that customer satisfaction surveys showed strong outcomes, with 88% of customers reporting their enquiry was resolved at the first point of contact and 82% satisfied overall. Community hubs achieved particularly high satisfaction rates, with 100% of customers reporting their enquiry was assisted and 99% satisfied. The strategy's objectives include providing consistent customer experiences, designing accessible and efficient services, and becoming digital by default while maintaining robust face-to-face support for those who need it. The report also detailed challenges, such as different departmental approaches, difficulties in providing in-person support for homeless individuals, and the need to keep pace with evolving technological expectations.

Use of New Technology

The committee was also scheduled to discuss the council's approach to adopting new technology, with a specific focus on artificial intelligence (AI) and automation. The report outlined current initiatives and pilot projects, such as the Magic Notes AI note-taking tool used in Social Care, which has been recognised nationally for its success in reducing documentation workload for practitioners. The council's approach is described as one of cautious optimism, aiming to innovate while maintaining robust governance, ethical safeguards, and a clear awareness of limitations.

The report detailed opportunities presented by new technologies, including efficiency gains through automation, improved service quality, and fostering an innovation culture. It mentioned ongoing trials of Microsoft Copilot for personal productivity and potential regional collaboration through the West London Alliance. However, the report also highlighted significant risks and challenges, including cybersecurity vulnerabilities, the need for verification of AI-generated content, integration issues with legacy systems, ethical and legal considerations, and the impact on the workforce. The council is in the process of formalising its approach to AI and automation deployment, with plans to develop an AI roadmap and strategy in 2026.

Overview and Scrutiny Committee Work Programme

The committee was set to review and agree its work programme for 2025-26. The report indicated that an updated work programme was available, with confirmed items including the scrutiny of council-owned companies and Houses of Multiple Occupation. Discussions were also ongoing regarding potential future scrutiny items. The report noted that an item on the Local Government Finance Settlement had been postponed due to its complexity and would be addressed at the budget meeting.