News and Events
How we're using digital and AI to improve services across WSCC
Welcome to this special edition of our Residents’ eNewsletter, dedicated to all things digital and artificial intelligence (AI).
Earlier this year we launched our Digital Strategy which outlined how we’d use technology to improve everyday life for our residents, businesses, and communities.
Our goal is to make council services easier to access, more user-friendly, and efficient while ensuring everyone can benefit from the opportunities digital technology offers. By making the most of the opportunities new digital technology and infrastructure can bring, we can deliver better services for all.
In this special edition newsletter, you’ll hear about our Artificial Intelligence (AI) chat and voice assistants which will be available 24/7 to help you get quick answers to common questions, when it’s convenient for you, and without waiting in a queue. We’re also working on a new website which you can learn more about and discover the support available for building your confidence using digital technology.
What’s new & how it can help you
Our new AI assistants will be available on our website or via the phone and use safe, responsible artificial intelligence (AI) to help with everyday queries. They’re designed to:
- Save you time by answering simple questions instantly.
- Be available 24/7, day and night, whenever you need support.
- Allow our staff to have more time to focus on more complex or sensitive enquiries.
- Provide more choice in how you contact us - whether online, by phone, or in person.
This means faster help for straightforward queries, and more focused support when you need it most.
|
How to use AI assistants
 |
💻 Online - chat assistant: available to use now for some services, more available soon
- On pages where the AI assistant is available, you will find a chat icon at the bottom of the page
- Type your question (for example, “How do I report a pothole?”).
- The AI assistant will guide you to the right information instantly. If you’re unable to find answers to your question, you can ask to speak to a person and you’ll be connected to our Customer Service team during normal working hours (Monday - Friday, (9am - 5pm). Opening hours may differ between services, you can check opening hours here.
📞 By phone - voice assistant: available soon
- When you call our Customer Service Centre, the AI assistant will answer first.
- Ask your question in your own words (for example, “How do I renew my library book?”).
- If your enquiry is more complex or you need to speak to a person, you will be transferred to a member of our team.
💡 Top tips for using the new AI assistants and more support are available on our Digital Strategy News and Resources Hub.
Need help with anything digital? Continue reading to find out what support is available for using digital tools.
A new West Sussex County Council website is coming in the New Year
 |
We’re upgrading our website to a modern AI platform used widely across local government so that you can continue to find clear, consistent, and reliable information.
The new site will keep all the service information you rely on, whilst integrating more ways to get help, including optional chat and voice assistants available 24/7. No matter how you contact us, you will see and hear the same accurate information across the website, AI assistants, text services, and social channels.
Information will update from a single source - this means if something changes, like opening hours or service details, changes will be reflected everywhere, helping you get answers you can trust.
We are managing the transition carefully so access to services continues without disruption. This update is an investment in a more reliable and future-ready digital service for West Sussex.
Extra support using digital and AI
 |
If you are new to digital and AI or would like some extra support, we have a range of free resources to help you build confidence online:
- Library Digital Volunteers: one-to-one help in local libraries, from setting up an email account to using our chat and voice assistants.
- Helpsheets: step-by-step guides, including “How to use our chat and voice assistants” and “Staying safe online.”
- Learn My Way: free online courses, including an introduction to AI and how it can help in everyday life. You will learn how AI is developing and the benefits it brings through an easy-to-follow introduction module. To access the content, you will need to sign up - it’s free and gives you access to all topics.
- Staying safe online: practical tips to protect yourself when using the internet.
These services are designed to make sure everyone can benefit from digital tools.
|
Digital Inclusion, Access and Safety
 |
We want every resident in West Sussex to have the skills, confidence and access they need to get online and stay connected. That’s why we lead the Digital Inclusion, Access and Safety Partnership, bringing together organisations across the county to tackle digital exclusion.
Through this partnership, residents can access:
- Digital support - use our interactive map to find help with skills, data, devices, and free Wi-Fi.
- Devices and data - information on where to get low-cost digital devices, data plans, and affordable broadband.
- Digital skills and safety - practical tools and guidance to help you build digital confidence and stay safe online.
|
Answers to common queries
 |
Want to know more about how AI is being used at WSCC? We have answered your most common questions to help you feel informed and reassured.
|
Keeping your data safe
 |
Your privacy is important to us. When you use our website or digital tools, including chat or voice assistants, you choose what information to share. These tools offer general guidance and do not require personal details.
Any data you provide is handled securely and in line with UK data protection law. We only collect what is needed to deliver a service, and we never sell your information.
We continue to review our systems to make sure they meet high security standards as technology evolves, so residents can use our digital services with confidence.
Making best use of resources
We are committed to making it as easy as possible for you to access council services, whenever and however works best for you. Our new chat and voice assistants are one more way we’re giving residents a voice and helping you get the support you need.
These improvements also reflect Our Council Plan commitment to make the best use of public resources. Modern digital tools help us deliver services more efficiently, keep information accurate, and increase staff availability for residents who need more tailored support.
This is a positive step forward in making our services more accessible, responsive and convenient for everyone.