{
  "id": "AIBD-0544",
  "title": "Bradford Council: Supporting the ASC front door with AI digital assistants",
  "summary": "Bradford reports that Annie handles about 50 conversations weekly, with 20% outside office hours and 74% user satisfaction.",
  "date_observed": "2026-05-08",
  "date_basis": "source publication",
  "date_precision": "day",
  "benefit_status": "reported",
  "source_collection": "LGA AI case-study bank",
  "source_entry": "LGA-003",
  "account": "Bradford reports that its Annie adult-social-care assistant answers questions on the web and WhatsApp, including outside contact-center hours and in multiple languages. Since its October 2025 launch, the council reports about 50 conversations weekly, 20% outside office hours, and 74% satisfaction from follow-up feedback. The public account does not give the feedback denominator, response rate, or underlying conversation logs. Contact-center staff also use Annie to find resources. The council reports that human monitoring of conversations helped identify people who needed food or electricity and led to food parcels, without publishing case counts or individual outcomes. Equivalence to one full-time adviser is the council’s estimate, without a published calculation or demonstrated staffing reduction. A planned 20% shift of information queries to Annie is a target. These are original claims from the deploying council, without independent outcome evaluation.",
  "category": "general benefit",
  "unexpected": false,
  "purpose": "Provide accessible adult-social-care information, advice, and signposting through a digital assistant.",
  "system": "Annie, Bradford’s AIDA adult-social-care digital assistant on the web and WhatsApp",
  "model_version": null,
  "developer": "Bullet AI, with council co-production facilitated by CC2i",
  "deployer": "Bradford Council",
  "location": "United Kingdom",
  "domain": "Adult social care and public information",
  "segment": null,
  "benefit_type": "Improved Accessibility",
  "taxonomy_note": null,
  "registry_ids": {},
  "ratings": [
    {
      "group": "organizational",
      "depth": 2,
      "reason": "A functioning multilingual, 24/7 advice channel handles roughly 50 conversations weekly. This is a reported service-capability gain."
    },
    {
      "group": "personal",
      "depth": 2,
      "reason": "Residents use the service outside office hours and in several languages. Improved health and completed care provision are unmeasured."
    }
  ],
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    "status": "assessed",
    "statement": "Annie retrieves and combines information from trusted service resources, asks clarifying questions, and supports multilingual conversations. The reported access and usage gains are attributed to the assistant, while improved care outcomes are not established."
  },
  "evidence": [
    {
      "kind": "report",
      "citation": "Bradford Council project account, published by the Local Government Association. Bradford Council: Supporting the ASC front door with AI digital assistants. 2026-05-08. Sections “How does it work?,” “Safeguarding, governance and risk,” and “Impact.” Original deployment, usage, and feedback account. Underlying dashboard logs, feedback data, and staffing-equivalence calculations are not published.",
      "title": "Bradford Council: Supporting the ASC front door with AI digital assistants",
      "url": "https://www.local.gov.uk/case-studies/bradford-council-supporting-asc-front-door-ai-digital-assistants",
      "date": "2026-05-08",
      "written_by": "deployer",
      "quote": null
    }
  ],
  "replication": {
    "produced_by": [
      "Bradford co-produced the AIDA approach with Norfolk and West Northamptonshire councils, CC2i, and Bullet AI.",
      "The Bradford assistant uses trusted service information and operates through web and WhatsApp channels."
    ],
    "must_hold": [
      "The council curates approved service information and keeps that information current.",
      "Staff monitor conversations and handle complex queries, with a mechanism to retrieve the preceding conversation.",
      "Accessible web and messaging channels, appropriate language support, and available local services are needed for the reported access benefit."
    ],
    "echoes": []
  },
  "paired_incident": null,
  "headline": "Bradford adds multilingual, out-of-hours social-care advice",
  "metric": null,
  "comparator": null,
  "later": null,
  "value": null,
  "developer_country": null,
  "deployer_country": null,
  "unrated_because": null,
  "brief_notes": null,
  "brief": null,
  "revisions": [
    {
      "date": "2026-10-22",
      "change": "Added the case.",
      "source": "https://www.local.gov.uk/case-studies/bradford-council-supporting-asc-front-door-ai-digital-assistants",
      "editor": "AIBD"
    },
    {
      "date": "2026-10-24",
      "change": "Read the original council account and traced the earlier launch notice. Kept May 8, 2026 for the usage results and made the unpublished feedback denominator and staffing calculation explicit.",
      "source": "https://www.local.gov.uk/case-studies/bradford-council-supporting-asc-front-door-ai-digital-assistants",
      "editor": "AIBD"
    }
  ],
  "confidence": "claimed",
  "shade": "low",
  "claim_status": "The deployer's account",
  "claim_basis": "Sources: the deployer's report. The cited evidence includes no independent source and no finding by a regulator or court.",
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            "account": "Bradford reports that its Annie adult-social-care assistant answers questions on the web and WhatsApp, including outside contact-center hours and in multiple languages. Since its October 2025 launch, the council reports about 50 conversations weekly, 20% outside office hours, and 74% satisfaction from follow-up feedback. The public account does not give the feedback denominator, response rate, or underlying conversation logs. Contact-center staff also use Annie to find resources. The council reports that human monitoring of conversations helped identify people who needed food or electricity and led to food parcels, without publishing case counts or individual outcomes. Equivalence to one full-time adviser is the council’s estimate, without a published calculation or demonstrated staffing reduction. A planned 20% shift of information queries to Annie is a target. These are original claims from the deploying council, without independent outcome evaluation.",
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                "title": "Bradford Council: Supporting the ASC front door with AI digital assistants",
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                "title": "Bradford Council: Supporting the ASC front door with AI digital assistants",
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        "provenance": {
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          "fields": {
            "account": "Bradford reports that its Annie adult-social-care assistant answers questions on the web and WhatsApp, including outside contact-center hours and in multiple languages. Since its October 2025 launch, the council reports about 50 conversations weekly, 20% outside office hours, and 74% satisfaction from follow-up feedback. The public account does not give the feedback denominator, response rate, or underlying conversation logs. Contact-center staff also use Annie to find resources. The council reports that human monitoring of conversations helped identify people who needed food or electricity and led to food parcels, without publishing case counts or individual outcomes. Equivalence to one full-time adviser is the council’s estimate, without a published calculation or demonstrated staffing reduction. A planned 20% shift of information queries to Annie is a target. These are original claims from the deploying council, without independent outcome evaluation.",
            "replication": {
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              ],
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                "Staff monitor conversations and handle complex queries, with a mechanism to retrieve the preceding conversation.",
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        "provenance": {
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          "record_fields": [
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      "addressed": 91,
      "known": 31,
      "reviewed": 4,
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      "not_assessed": 60,
      "complete": false,
      "by_state": {
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        "not_reported": 0,
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        "not_assessed": 60,
        "not_applicable": 0,
        "withheld": 0,
        "source_unavailable": 0
      }
    }
  }
}