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THE CHALLENGE
Modernising Citizen Experiences
As part of its wider digital transformation initiative, a council
sought to modernise its website system and improve how citizens
discover, access and engage with council information.
Key challenges included:
- Introducing AI-powered digital experiences to support innovation.
- Making council information and services easier to find.
- Optimising system performance and service delivery.
- Supporting high volumes of concurrent website traffic.
The solution also needed to prioritise:
- Factual accuracy:
Delivering relevant, dependable information.
- Accessibility:
Supporting inclusive access to digital services.
- Privacy and security:
Protecting citizen information.
- Operational resilience:
Supporting reliable service availability.
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OUR PROPOSED CUSTOM SOLUTION
AI-Powered, Citizen-Centred Digital Experience
The proposed solution centres on a secure, scalable and modular
conversational AI architecture designed to help citizens access
council information and services more efficiently.
The architecture would incorporate natural language understanding,
retrieval-augmented generation (RAG), approved council content and
secure API integrations to support relevant, context-aware responses.
Key architectural capabilities would include:
- Intelligent retrieval:
Finding relevant information from approved council sources.
- Governed AI workflows:
Applying validation, confidence thresholds and escalation pathways.
- Deterministic business rules:
Supporting predictable workflows and consistent processing.
- Secure integrations:
Connecting approved systems and services using controlled access.
- Inclusive interactions:
Supporting accessible and multilingual experiences, including
Te Reo Māori where configured.
Privacy, security, accessibility and responsible AI governance
would be incorporated into the design, supported by encryption,
role-based permissions, audit logging and appropriate human oversight.
