AI helping speed up bus pass applications says council

Artificial intelligence (AI) is being used to help speed up bus pass applications in Worcestershire.

The Bus Pass AI Agent has helped process 2,500 applications and checked 7,500 uploaded documents at Worcestershire County Council in eight months.

The council said using the technology has helped free up staff time to focus on supporting residents while human oversight does remain in place.

It said the system found hundreds of issues that could have delayed applications and helped residents correct them earlier, reducing the need for repeated contact.

The technology helps identify common issues, such as incorrect photographs, proof of address documents or dates of birth, before an application reaches a member of staff for review. Staff continue to make the final decisions.

Deputy Leader, Councillor Adam Kent, said AI is helping the council make its services more efficient, reduce unnecessary administration and allow staff to spend more time focusing on the people who need support.

He said: "We will be accelerating our use of to improve the experience for residents, speed up processes and deliver better value for taxpayers.

"We're focused on using AI where it can solve real challenges and make a practical difference, helping us modernise services while maintaining the high standards residents rightly expect."

The council said its approach is to introduce AI within services where it can deliver clear benefits as part of its wider digital programme.

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