6—8 March 2019

John McIntyre Conference Centre, Edinburgh

Chatbots in public services: lessons learned and myths busted

Session type:
Case Study

Session duration:
60 minutes

Presented by:

Jenny Thai

FutureGov

Jenny Nelson

Newcastle City Council

About this Case Study

Have you talked with a chatbot at your local council? It seems everyone is creating chatbots. But when, where and how should they be used? And what can we learn from them?

Chatbots are now being used in services as diverse as adult social care and waste management. In this case study, we will share what we’ve learned from designing and deploying chatbots with a team at Newcastle City Council and busting some myths around their potential uses in the public sector.

About the Speakers

Jenny Thai

Jenny is a product and service designer at FutureGov who has worked on projects across local government, charities and in the private sector. She brings her user experience design skills to help think and prototype products and services. She works with a holistic view in mind, but likes to get stuck into the details when needed.

Jenny enjoys working alongside clients by involving them in the design process.

 @jennythai

Jenny Nelson

Jenny joined Newcastle City Council in 2006 and has been involved in a range of corporate change and transformation projects. Since 2015 she has led the Council’s ambitious digital transformation programme, focussed on improving the customer experience; reducing costs and supporting the City ‘digital for growth’ agenda (including Smart City related projects). The programme has been recognised nationally for its innovation, especially in the use of AI chatbots, using digital to support the work of Elected Members and the ‘UK’s Smartest Street’ project with Cisco for the Great Exhibition of the North. Outside of work Jenny enjoys sports and travel.

Tickets are available now

buy tickets

See the full programme

full programme
Service Design in Health

This session is part of our SDinHealth theme - exploring the challenges, opportunities and trends in service design for the health sector.

Mailing List

We respect your email privacy

Service Design in Government is organised by Software Acumen, based in Cambridge, England. We build communities to help technology professionals grow.

We build communities to help technology professionals grow.

© 2010-2018 Software Acumen. Service Design in Government and the Service Design in Government logos are trademarks of Software Acumen LTD.

Software Acumen Limited | Registered in Cardiff | Registration No. 05210967 | VAT No. 896 7958 26

© 2010-2018 Software Acumen. Service Design in Government and the Service Design in Government logos are trademarks of Software Acumen LTD.

Software Acumen Limited | Registered in Cardiff | Registration No. 05210967 | VAT No. 896 7958 26