Broxbourne Borough Council has launched a new artificial intelligence-powered search function on its website, becoming only the third local authority in the UK to implement Jadu’s AgentEx: Search technology.
The move forms part of the council’s wider effort to improve digital access to public services and streamline how residents find information online. The technology replaces both the council’s traditional website search bar and its existing chatbot system.
AgentEx: Search has previously been introduced at Medway Council and Lichfield District Council, where both users and council staff reportedly praised the platform’s performance and usability.
AI Tool Designed to Improve Access to Council Services
The new search function allows residents to ask questions directly through the council website using natural language rather than relying on keyword searches or navigating multiple webpages.
According to Broxbourne Borough Council, the AI-powered tool can generate concise summaries in response to user queries or direct residents to more detailed information hosted elsewhere online. Even a single keyword entered into the search bar can prompt the system to identify and compile relevant information from the council’s public-facing content.
The platform has also been configured to recognise enquiries that fall outside the authority’s remit. In those instances, users will be redirected to relevant pages on the Hertfordshire County Council website.
Public Sector-Focused Technology
The technology has been developed by digital services provider Jadu specifically for use within the public sector. The council said the platform does not access personal data and only draws information from publicly available content on the authority’s website.
That approach is intended to provide what the council described as a “safe and trusted experience” for residents while improving accessibility and reducing the time taken to locate services and information online.
Jeff Stack, Chief Executive of Broxbourne Borough Council, said:
“This is going to change the way residents are linked up to the services they rely on.
The new search bar is very advanced and has improved capabilities to handle online queries.
In addition to easily digestible responses, the new tool can respond to queries in 70 different languages, helping to promptly serve more customers than ever before with improved accessibility.”
Growing Use of AI Across Local Government
The launch reflects a broader trend among UK local authorities exploring artificial intelligence to modernise public services, reduce administrative pressures and improve digital engagement with residents.
Councils across the country have increasingly invested in AI-assisted customer service platforms and automation tools as they seek to manage rising demand while maintaining service standards under ongoing financial constraints.
Broxbourne Borough Council said the introduction of AgentEx: Search would simplify access to council services by providing residents with quicker and more intuitive navigation tools.
Focus on Accessibility and User Experience
One of the key features highlighted by the council is the system’s multilingual capability, with the platform able to respond in 70 languages. The authority said this would help improve accessibility for a wider range of residents and enable faster responses to routine enquiries.
Jadu, which supplies digital platforms and online service solutions to public sector organisations, described the Broxbourne deployment as an important development in digital local government services.
Paul Stanton, Jadu’s Head of UX, R&D and AI, said:
“The launch of Agent-Ex: Search at Broxbourne Borough Council marks a significant step forward in how digital public services are delivered in the area.
From the beginning, we shared a clear ambition: to give residents a faster, more intuitive way to get the information they need. Working closely with the Council, we’ve ensured the technology directly supports the way people search for information and access services.
Introducing an AI-powered search experience that is intuitive, secure and built for the public sector is more than a technical upgrade, it’s a practical improvement in how people access the services they rely on, and Broxbourne is demonstrating how innovation can meaningfully set a new standard for local government digital services.”
Digital Transformation Continues Across Councils
The deployment positions Broxbourne among a small but growing number of UK councils integrating generative AI technologies into their public-facing digital infrastructure.
While the council has emphasised that the tool only uses publicly available website content and excludes personal data access, the introduction of AI-driven services in local government continues to attract attention around governance, transparency and user trust.
For Broxbourne Borough Council, however, the immediate focus remains on improving customer experience and enabling residents to access information and services more efficiently through its website.
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