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I am submitting an FOI request seeking to understand how public bodies are exploring or applying Artificial Intelligence (AI) to support service delivery. These questions are intended to gather insights into current practice, governance, and future planning. They should not be interpreted as critical; we are simply researching how public services are approaching emerging technologies. Please provide answers to the following:

AI Use in Operations
1. Does your organisation currently use any form of Artificial Intelligence (AI) or automated systems in its operations?
o If yes, please list the tools or systems in use and provide a brief description of their purpose (e.g., administrative support, triage, analytics, chatbot services, etc.).
o If not, please state whether your organisation has explored or piloted any AI-based technologies in the past 3 years.
Wokingham Borough Council does not currently operate AI systems in live service delivery. WBC is exploring and piloting AI technologies such as Minute and Q Assistant. Staff may use approved Generative AI tools internally under policy governance.

AI for Decision-Making
2. Does your organisation use AI or algorithmic systems to support or inform decision-making in any area (e.g., resource allocation, risk assessments, case prioritisation)?
o If yes, please describe the type of decision-making supported and the nature of the AI’s role (e.g., advisory, automated assessment, automated decision).
o Please also confirm whether human oversight is applied.
WBC does not use AI for decision-making. All AI use requires full human oversight.

AI Chatbots and Customer Interaction
3. Does your organisation currently use chatbots or virtual assistants—AI-driven or rules-based—to support public enquiries or internal staff functions?
o If yes, please specify their purpose, whether they are AI-based, and when they were implemented.
WBC does not currently operate AI chatbots or virtual assistants, but these are under consideration for the future.

Policies and Governance
4. Does your organisation have any formal policy, strategy, or guidance relating to the use of Artificial Intelligence or automated decision-making?
o If yes, please supply a copy or provide a link.
o If not, please indicate whether such a policy is in development.
WBC has formal AI policies and principles governing ethical, transparent, legal and responsible use of AI, including:
- APPROVED AI Policy WBC v3.1
- AI Principles WBC

Data Protection and Ethics
5. If AI systems are used, what measures or frameworks does your organisation have in place to ensure:
o Compliance with data protection and privacy obligations
o Transparency for service users
o Ethical or responsible use
(For example, DPIAs, algorithmic impact assessments, ethical guidelines—if applicable.)
AI governance incorporates DPIAs, transparency, security, oversight and ethical controls.

Trials, Pilots, or Future Plans
6. Has your organisation run any pilots, trials, or exploratory projects involving AI in the last 3 years, or does it plan to do so in the next 12–24 months?
o If yes, please provide brief details of the purpose, timeline, and status of these initiatives.
WBC is piloting AI tools such as Minute and exploring predictive analytics and other innovation opportunities.

Staff Training and Awareness
7. Does your organisation provide any training, guidance, or internal communications to staff relating to AI, its use, or its implications?
o If yes, please describe the type of training or include documents if available.
WBC provides staff training through guides, explainer videos, AI principles and practical frameworks.