Halton Borough Council: Digital front door in family hub services

Halton Council embarked on an ambitious project to leverage AI to enhance their support offer to families. The initiative aims to improve access to services, streamline processes, and provide personalised support to families. Halton Borough Council, with funding from the Department for Education and the Department of Health and Social Care, has created a Digital Front Door into its Family Hub Services partnering with Beebot AI. The Family Hub is in the implementation stage and is currently in the process of being embedded within the council.

The Family Hub is an interactive desktop and mobile application that offers 24/7 access to children’s and families’ services, addressing the challenge of traditional service hours that may not suit many families' schedules. Automated processes streamline tasks such as appointment scheduling and information dissemination, freeing up staff to focus on more complex issues. AI-driven chatbots are available to answer common questions and provide guidance on a range of topics. 

The platform uses AI and intelligent automation to deliver tailored information and support to families based on their specific needs and preferences. Personalisation is available through the Family Hub, which allows individuals to sign up for push notifications relevant to their current situation. These push notifications will send relevant and timely information directly to individuals, such as updates on the different stages of pregnancy or on children's immunisations, which can then act as signposts to further information and other services.

The platform provides detailed analytics, offering the council valuable insights into user behaviour. As more residents utilise the app, data driven decision making becomes increasingly possible, enabling the council to better tailor support to residents’ specific needs and make iterative improvements to the app. Should residents require further assistance, they can easily contact an officer through the live chat function. Automated processes have begun to streamline workflows and reduce the administrative burden on staff.

The Family Hub is governed by a monthly steering group, which has been instrumental in the initial discussions about AI implementation and kept senior staff informed and engaged. Discussions have centred on the financial sustainability and potential benefits of AI in service delivery. To effectively communicate the benefits of AI, tangible demonstrations and a proof of concept were crucial, as abstract concepts are often difficult to grasp. Initial concerns about AI were addressed through explanations of its role in complementing existing services and freeing up staff time. To build further support, demonstrations of the AI platform were presented to stakeholders, which helped to generate buy-in.

Given the complexity of children’s and families’ services, initial engagement focused on internal stakeholders, such as service providers and organisations. Once their support was secured, the focus shifted to engaging service users.

To ensure a comprehensive approach, digital working groups were established with key experts to discuss content development and future plans. Additionally, a weekly digital projects group meets with Beebot AI to maintain momentum and address ongoing implementation challenges. While the governance process is in place, the scale of the project and resource constraints may sometimes limit the speed of progress.

Considerations for the safety of users of the Family Hub are being made as the app continues to develop and embed. Halton are working on the app to ensure that the use of the app will not endanger any users. Potential risks, such as privacy concerns for domestic abuse victims, have been identified and discussed. To mitigate these risks, the platform is being designed to minimise digital footprints and ensure the safety of vulnerable users.

The platform is designed to ensure that search results are accurate and reliable. By restricting the AI to information inputted into the app, the Family Hub safeguards against generating misleading or inaccurate advice.

The initial phase of the rollout involved a two-pronged approach: first, engaging professionals through a launch event and ongoing training to ensure they understood the platform's benefits and could effectively communicate them to families. A launch event in July 2024 attracted 140 professionals, who were crucial in embedding the technology as standard practice within their work with children and families.

Secondly, a communication campaign was launched to directly target families, using various channels such as social media and digital animations to explain the platform's features and encourage usage.

The long-term vision for the Family Hub is to create a single digital front door for all family services, streamlining access to information and support. AI will play a crucial role in automating processes, such as event booking, and improving efficiency. By increasing accessibility and reducing administrative burdens, the council aims to benefit both families and staff.

The Family Hub offers increased accessibility by allowing users to access information without direct interaction with an officer. This is particularly beneficial for groups who may prefer digital engagement, such as fathers who sometimes feel excluded from traditional family services. By providing a digital platform, the Family Hub empowers residents to access information and support without the need for face-to-face interactions. Additionally, the council is committed to making the platform accessible to all users, including those who are deaf. Efforts are underway to develop features that cater to the needs of the Deaf community, such as sign language support.

Additionally, Halton is working with other councils in the North West to identify challenges and share best practice. By collaborating with fellow councils, Halton aims to address potential challenges and improve the overall accessibility of the platform.

The engagement phase which is targeted at families is underway, with the aim of increasing adoption and use of the app amongst residents. Halton's approach is centred around strong collaboration with internal staff, partners, and other councils. By maintaining open dialogue with these key stakeholders, the council continues to optimise the effectiveness of the app.

The council plans to further expand the use of AI within the Family Hub programme and explore opportunities to leverage AI in other areas across children’s services. By embracing AI, Halton Council is enhancing its digital capabilities and making key services more accessible to those who need them most.