What was the challenge?

This pilot, as with all digital transformation initiatives across the local authority, was driven by the need to improve service delivery by enhancing, not masking, existing processes. In this case, Social Workers having to deal with lengthy, time-consuming administrative and back-office tasks. 

Who would benefit and how?

The pilot was run with the council’s adult social services team, with outcomes focused on time savings for social workers, improved quality and accuracy of documentation, improved quality of appointments and assessments for citizens and overall positive user sentiment. A successful pilot would ultimately create a better experience for users of adult social services while reducing waiting times and Social Worker hours.  

What was the solution?

Based on identification of user needs, led by a Social Worker champion, the council turned to Local Government technology experts Beam to trial Magic Notes, a transcription and document generation tool with a turnkey managed service model which reduces the need for in-house technical expertise and accelerates deployment. Procurement was facilitated via digital marketplace frameworks, with lessons learned subsequently shared with other authorities. 

Who was involved?

A key initiative in this project was the identification of a Social Worker ‘Champion’, who worked closely with peers and senior leaders to define use cases and operating procedures. They then led implementation, developed data protection impact assessments and collaborated with information governance teams to ensure compliance and smooth adoption. This champion was instrumental in driving adoption, ensuring the tool met user needs, supporting colleagues and developing training material.  

An onboarding and training programme was developed but the Magic Notes managed service approach, with Beam handling infrastructure and template creation, meant that staff did not need deep technical knowledge. This removed barriers to adoption, allowing staff to focus on service delivery rather than system administration. Future pilots will repeat the successful ‘Champions’ initiative to maximise subject matter expertise and ensure that each department has local expertise to support AI adoption.  

What was achieved?

Practitioners noted that the reduced administrative burden during appointments improved quality of conversations with clients, while assessment processing times were reduced by around eight hours per social worker per week, creating a positive impact on social worker wellbeing and a higher quality service to the public.  

With over 97% transcription accuracy and unanimous positive feedback from participants, the strong pilot results enabled the team to secure senior approval for investment for rollout to children's services and further pilots in education, environment and regeneration directorates, covering use cases such as minute taking, educational planning and food inspections. These pilots are structured as 12-week trials concluding in an evaluation report to inform further adoption. 

How was the Welsh language considered?

While Magic Notes has demonstrated an ability to output in Welsh, demand for Welsh language assets in the NPT Local Authority area is relatively low compared to other authorities. The team is monitoring pilots in other authorities and Welsh Government for further developments and potential improvements. 

What were the key governance steps taken?

Specific to this project, human validation and accountability remain integral with operating procedures ensuring Social Workers review and approve Magic Notes’ outputs before entering them into case management systems.  

More broadly, NPT’s AI Governance Board oversees the council’s responsible approach to AI innovation, addressing privacy, security and ethical considerations while ensuring adherence to the council’s values, compliance with legislation and alignment with Welsh Government strategy.  

What lessons have been learned?

Early and proactive involvement of the information governance team was critical to efficiently address data protection impact assessments and ensure compliance while minimising delays. 

Successful adoption then required both service engagement (through Champions and clear user-driven needs) and top-down support from senior leadership, alongside a recognition that technology is not a silver bullet; organisational culture and willingness to change are essential factors in any successful AI adoption. 

Supporting information