Bin-bot is one of a raft of new digital employees at West Berkshire Council as it tests chatbots to answer frequently asked recycling questions — and it’s already being used to generate job adverts.
The council says AI is being used to improve efficiency, but “human staff remain in control of decision-making.”
It has rolled out a ‘digital assistant’ to handle enquiries about waste management, street lighting and potholes. The system runs 24/7 and resolves 83 per cent of waste-related enquiries without passing them to a human agent.
West Berkshire is also expanding AI internally: using it to speed up job descriptions and LinkedIn posts, creating ‘Magic Notes’ to summarise social care meetings, and developing internal policy‑assistant chatbots so staff can find policy answers fast.
The council built a prototype using OpenAI’s GPT models to automate content generation. Recruiting managers tested and refined the AI‑generated job adverts to meet local needs.
Plans are under way for an AI Governance Board made up of digital, ICT, legal and procurement teams, front-line services and possibly a councillor, to provide oversight of how the council uses the technology.
According to the Local Government Association, 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.
According to Google AI: “AI is not expected to entirely replace local councils, but it is rapidly transforming them from bureaucratic, paper-based institutions into digital-first, data-driven entities.”
The response continued: “Rather than replacing human personnel, AI is designed to augment their capacity, automate administrative tasks, and improve service delivery, with the potential to save up to £8bn annually in England and Wales.”
It says AI lacks empathy, ethical reasoning and the ability to navigate complex, nuanced human situations, making human oversight essential.
When asked about the future of AI in local government, Google said: “The future of local government hinges on developing digital skills within teams to manage AI ethically and effectively.
“The goal is to use AI to build ‘smart cities’ where data-driven insights improve quality of life while maintaining human accountability for decisions.”
Niki Hinman, Local Democracy Reporter
