The Overview & Scrutiny Committee of Enfield Council met on Tuesday, 10 March 2026, to discuss the Council's IT strategy with a focus on customer services and to note the completion of its work programme for the 2025/26 year. The committee agreed the minutes of previous meetings and noted that no call-ins of decisions had been received.

IT with a Focus on Customer Services

The committee received a report from Adrian Gorst, Chief Technology Officer, detailing the Council's current and future use of information technology in customer services, with a particular emphasis on the integration of Artificial Intelligence (AI). Mr. Gorst explained that the Council's Digital, Data and AI Strategy, agreed in September 2025, aims to improve resident access to services, enhance efficiency, and strengthen the use of data. He highlighted that the Council's website and digital services are well-established, with high satisfaction levels and increasing transaction volumes.

Members sought clarification on various aspects of the report. Questions were raised about the Miscellaneous category in online payments, with Mr. Gorst agreeing to provide a clearer breakdown, including examples such as green bin payments. The committee also inquired about comparative performance data from neighbouring boroughs, and Mr. Gorst committed to discussing potential shared benchmarking with the London Office of Technology and Innovation (LOTI).

Concerns were raised about digital exclusion and support for residents who are not confident using the internet. Mr. Gorst outlined the provision of access through libraries and a mobile digital facility, alongside partnerships with voluntary sector organisations. He assured members that telephone services remain available and that digital inclusion efforts aim to support wider participation.

The navigability of the Council's website and the challenges of accessing information via search engines like Google were discussed. Mr. Gorst acknowledged these issues and stated that consolidating subsites onto a single platform is a priority to improve visibility and accessibility. The impact of AI-generated search summaries on website traffic was also discussed, with the priority being for residents to obtain accurate information.

Regarding cyber-security, Mr. Gorst outlined the Council's approach to strengthening organisational preparedness and confirmed that further testing exercises are planned. Members also asked about the support available for residents who prefer to speak to someone rather than transact online, with Mr. Gorst confirming that telephony services remain in place.

The committee discussed the current use of AI in customer service areas, with the website chatbot operating as a hybrid model. Mr. Gorst noted the ambition to develop a more advanced public-facing AI chatbot, acknowledging the complexities involved. He also provided information on the costs associated with AI technologies, stating that the chatbot costs a few hundred pounds per year and that further investment will be required as AI usage expands.

Further details were provided on the new Freedom of Information (FOI) and Environmental Information Regulations (EIR) case-management system, which is designed to improve timeliness, consistency, and ease of access for residents. Mr. Gorst emphasised the need to distinguish tasks suitable for automation from those requiring human judgment, and that safeguards would ensure human oversight for high-risk matters.

The Chair inquired about the digital bus mentioned, and Mr. Gorst agreed to obtain further details regarding its route, locations, offer, and contact information. The committee also discussed the tracking of user journeys from chatbot to website to telephony, with Mr. Gorst agreeing to review end-to-end journey tracking and report on priority fixes. Finally, the committee requested further information on ICT learning support in hubs and libraries, and any impacts of recent changes.

Work Programme 2025/26

The committee noted the completion of its Work Programme for the 2025/26 year.

Dates of Future Meetings

The committee noted the date of its next meeting as Tuesday, 24 March 2026, with future meeting dates to be confirmed following the Annual Council meeting on Wednesday, 27 May 2026.