The Overview & Scrutiny Committee of Enfield Council was scheduled to discuss the use of information technology in customer services, with a particular focus on artificial intelligence and online access. The committee was also set to review the council's work programme for the 2025/26 period.

IT with a Focus on Customer Services

A report from Adrian Gorst, Chief Technology Officer, was scheduled to be presented, detailing the current and future use of information technology in customer services. The report aimed to ensure Enfield remains an accessible council in line with its Digital, Data and AI strategy. Key areas for discussion included the income generated from residents paying for services online, which in the twelve months to January 2026 amounted to approximately £33.9 million through the council's main digital platform, with a further £7.6 million collected via other online systems. The report also addressed the ease of access for residents, noting that the council's website receives around six million page views annually, with over 235,000 cases raised through online forms. The use of artificial intelligence (AI) to optimise customer experience was also a significant focus, with the report outlining current applications such as a hybrid AI chatbot, translation tools, and assistive AI tools for staff. The report highlighted challenges such as the evolutionary nature of current technology and the need for a holistic review of online services to take full advantage of emerging technologies. It also detailed successes, including high levels of resident access to services through digital channels and the established use of AI in practical, resident-facing ways. The report noted that direct comparison of customer services technology costs and performance between councils is limited, but Enfield has received commendation for its high customer satisfaction statistics. The direct cost of the technology supporting resident access was estimated at £600,000 annually for website, online forms, and telephony contracts, with an additional £316,000 for web team staff costs. The report also referenced the council's adopted Digital, Data and AI strategy, which sets out missions to improve resident access, enable more efficient services, and use data for informed decisions.

Work Programme 2025/26

The committee was scheduled to note the completion of the Overview & Scrutiny Committee Work Programme for 2025/26. This programme had previously included discussions on various topics such as the Council Owned Trading Companies, Finance Updates, Meridian Water, the Local Plan and New Homes, Treasury Management Strategy, and IT with a focus on Customer Service. The work programme documents indicate that topics such as the Local Plan and New Homes were intended to include information on Green Belt, Grey Belt, Brownfield sites, and car parks, with a specific focus on housing mix and supporting infrastructure. The Meridian Water update was planned to cover progress over the past 12 months, the current situation, future outlook, housing mix, and planned infrastructure. The IT report was expected to detail income generated from online payments and the ease of access for residents, including the use of AI.

Dates of Future Meetings

The committee was scheduled to note the dates of future meetings, including provisional call-in dates and confirmed business meeting dates following the Annual Council meeting.