Technology in councils should make it easier for people to deliver good services. That sounds obvious, but it is surprisingly easy to lose sight of when new technology is judged by what it can do rather than what it changes.
The conversation around AI is a good example. We tend to focus on its capabilities, from analysing information to automating work. I'm more interested in what happens as a result. Does an employee have more time to deal with a difficult case? Does a resident get an answer without making another phone call? Does a process become simpler?
