Broxbourne Borough Council’s artificial intelligence-powered website search tool has handled more than 12,800 queries from residents during its first four months, highlighting growing use of AI technology in the delivery of local public services.
The council said 97.4% of queries submitted through the search bar received what it classified as a good response. The technology is designed to make it easier for residents to locate council information without having to navigate through multiple sections of its website.
AI Search Technology Expands Access to Council Information
The search bar is powered by Agent-Ex: Search, a technology developed by Jadu specifically for public-sector organisations.
Broxbourne was among the first councils in the country to introduce the technology when the service launched earlier this year. The system connects residents with publicly available information on the council’s website, either by producing a summary relevant to their question or directing them to an appropriate webpage.
The approach is intended to provide residents with a faster route to information about council services and other local matters, particularly when users may not know where specific material is located on the authority’s website.
Unlike a traditional website search function that primarily provides a list of matching pages, the AI-powered service can use information already published by the council to formulate responses to residents’ questions.
More Than 12,800 Searches Recorded in Four Months
Since its introduction, the search bar has processed 12,803 searches, according to figures released by Broxbourne Borough Council.
That represents an average of 753 searches per week during the period. The system has also generated more than 1.25 million words in responses to questions submitted by residents.
The figures provide an early indication of demand for the service as councils explore how artificial intelligence can be incorporated into their digital platforms.
Broxbourne said feedback from residents using the search function has been positive, with users describing the service as helpful, quick and efficient.
The reported 97.4% good-response rate also suggests that the large majority of users have been able to receive useful information through the tool during its initial months of operation.
Council Says Search Tool Does Not Access Personal Data
The council has emphasised that the AI system operates only using information that is already publicly available on its website.
Agent-Ex: Search does not have access to residents’ personal data. Its responses are generated from public council website content, limiting the information available to the system and providing a defined source for the answers it produces.
The distinction is significant as public-sector organisations consider the potential benefits and risks associated with deploying artificial intelligence in services used by residents.
By restricting the system to publicly available website material, Broxbourne aims to provide a convenient digital information service while maintaining safeguards around personal information.
Service Available Around the Clock
Another feature of the AI-powered search bar is its continuous availability. Residents can use the service 24 hours a day, seven days a week through Broxbourne Borough Council’s website.
This allows people to search for information outside conventional council office hours, potentially reducing the need to wait for staff assistance when the information they require is already publicly available online.
Digital self-service has become an increasingly important part of local authority operations, particularly as councils seek to make information easier to access while managing demand across telephone, email and face-to-face services.
Broxbourne’s first four months of data show that residents are already making regular use of the AI search function. With more than 12,800 searches processed and a reported good-response rate of 97.4%, the technology has established itself as an additional route for residents seeking council information online.
The council’s experience also provides an early example of how generative AI-based search technology can be applied within local government, with the focus placed on helping residents find existing public information more quickly and efficiently.
George Orwell is a writer and contributor covering politics, society, culture, and current affairs. His work focuses on providing clear analysis and thoughtful commentary on the issues shaping modern Britain and the wider world, helping readers better understand complex topics.
