West Berkshire Council: Development of generative AI tools

West Berkshire Council are experimenting with the use of generative AI within services. Leveraging existing skills within the council, they are taking a pioneering approach by developing their own custom AI tools in-house built on commoditised large language models. This strategy allows them to explore cost-effective and highly adaptable solutions that directly address their specific needs. By building their own AI tools using the ChatGPT API, West Berkshire Council retains greater control and flexibility, ensuring the AI integrates with their existing workflows and data infrastructure.

The council initially focused on streamlining the creation of job adverts and LinkedIn posts to expedite the recruitment process. They developed a prototype using OpenAI's GPT models, enabling the automation of content generation. Based on survey feedback senior managers were impressed, rating the AI-generated content at an average of 8 out of 10. This new system integrated with the council's existing digital platform, allowing for the automated gathering of information required for job adverts. Through forms, details like job titles, salaries, locations, and reporting lines were collected and then fed into the OpenAI API to generate the advert itself. 

West Berkshire Council delved further, exploring "assistants," a feature offered by GPT-3.5. Assistants can be customised by feeding them relevant documents and prompts. Different chatbots for specific purposes, such as answering frequently asked recycling questions are currently being tested. Additionally, internal policy assistant chatbots are under development. This tool will enhance access to policy information, allowing employees to find swift and accurate answers to their policy-related queries.

Initially, the council encountered challenges using ChatGPT directly, finding the results unreliable. Security concerns regarding data privacy and OpenAI's data usage practices also arose. Furthermore, the recycling information chatbot, due to its limited knowledge base, provided inaccurate information at times. 

To address these issues, the council strategically shifted to using secure OpenAI APIs, offering improved reliability and enhanced data protection. As part of the pilot, public data, such as existing job adverts, was utilised to minimise privacy risks. Furthermore, the AI models were meticulously fine-tuned with relevant training data (for instance, model job adverts) to bolster accuracy and guarantee consistent content that included all essential details. A data privacy impact assessment was conducted, and legal checks ensured complete compliance with all relevant regulations. 

West Berkshire Council prioritised trust and ethical implementation from the outset. Recruiting managers from across the organisation actively participated in testing and refining the AI-generated job adverts, ensuring they met the council's specific requirements. The project explored applications beyond recruitment, with a focus on content simplification tools and internal policy assistants. Ultimately, the aim is to significantly improve internal communication and accessibility for all staff members.  

The council has plans to establish a dedicated AI Governance Board which will comprise representatives from crucial departments like digital, ICT, legal, and procurement, as well as front-line services, and may also include a council member. Their primary function will be to ensure comprehensive oversight and the use of AI technologies within the council.

The implementation of Gen AI has had a significant impact. Managers reported a substantial reduction in the time it takes to draft job postings. The use of AI has also ensured consistent formatting and the inclusion of all essential information, leading to a more uniform presentation of job adverts across the council. 

West Berkshire Council has proven that developing custom AI tools using the ChatGPT API is highly cost-effective compared to off-the-shelf solutions. The initial projects cost a mere £300 in staff time to set up, and around £2 a month to run, demonstrating the affordability of this approach. This method also offers greater flexibility and avoids vendor lock-in with ongoing subscription fees. The project has highlighted the potential of AI to simplify complex content, automate responses to policy-related queries, and offer support for various communication needs. 

Looking ahead, West Berkshire Council is committed to expanding its Gen AI adoption. They plan to develop new AI tools and integrate them into a wider range of processes. Additionally, they are exploring off-the-shelf AI products such as Microsoft's Copilot and Amazon Bedrock to assess their suitability for specific needs. This multi-faceted approach fosters flexibility, grants the council control over their data, and ensures they identify the most effective AI solutions for their diverse council requirements. Finally, the council intends to expand the number of internal policy assistant chatbot to encompass a broader range of policies, offering employees even more comprehensive support in navigating policy-related information. 

West Berkshire Council's innovative approach to Gen AI adoption serves as a model for local government bodies seeking to optimise workflows, enhance communication, and embrace technological advancements for the benefit of their employees and the communities they serve.