Skip to main content

This is a prototype vision of how a future government service could work. It's not a real service yet, but we're exploring what it could look like. Your feedback will help shape the real service.

Get Your Evidence Pack

Share your evaluation and generate a committee-ready Evidence Pack tailored to your role

Evidence Pack Generator

Get Your Evidence Pack

Get Your Evidence Pack

Takes 2 min • Committee-ready PDF • Tailored to your role

Share your evaluation insights and we'll generate a personalized Evidence Pack tailored to your role. Your responses help create committee-ready documentation for your organization.

What You Experienced

Progress: 0 of 7 questions completed

For example, the response speed, accuracy of answers, ease of deployment, or cost implications.
Would you implement this in your organization? *
Select the option that best reflects your organization's position.
For example, integrations, features, customizations, or scalability requirements.
For example, security, compliance, costs, vendor lock-in, or technical constraints.
How likely are you to proceed with this? *
1 = Very unlikely, 5 = Very likely
This will appear on your Evidence Pack.
We'll send you a PDF copy of your Evidence Pack. We will not use your email for any other purpose.

Your responses are stored locally in your browser and are not sent to any server. Read our privacy notice to learn how we handle data.

Complete all required fields (*) to continue

Evidence Pack Preview

This is a demonstration of the Evidence Pack template system using sample data. In production, evidence packs will be generated from your actual evaluation form responses.

Preview Controls

Generate PDF: Uses html2pdf.js for optimized A4 output (~5 seconds)
Browser Print: Fallback option using your browser's print dialog

AWS Evaluation Evidence Pack

Council Chatbot

AI-powered resident Q&A assistant that answers queries 24/7

Council
Evaluation Date
Perspective
Cto

Generated from NDX:Try AWS evaluation platform
Innovation Sandbox environment
Report ID: council-chatbot--cto

Executive Summary

Scenario Overview

Deploy an intelligent chatbot that can answer common resident questions about council services, bin collections, planning applications, and more. Uses Amazon Bedrock for natural language understanding with pre-configured council knowledge.

Key Findings

Deployment: Successful deployment in 3-5 minutes
Evaluation: Multiple scenarios tested
Recommendation: Not recommended at this time

Quick Stats

Scenario
Council Chatbot
Difficulty
Beginner
Deployment Time
3-5 minutes
Evaluation Cost

AWS Services Evaluated

Amazon Bedrock Amazon Lex AWS Lambda Amazon S3

Key Evaluation Insights

Architecture & Security Assessment

CTO

Architecture, security, and technical decision-making perspective

Architecture Overview

This scenario uses a serverless architecture leveraging the following AWS services:

  • Amazon Bedrock
  • Amazon Lex
  • AWS Lambda
  • Amazon S3

Deployment Architecture

The deployment uses AWS CloudFormation infrastructure-as-code with the following characteristics:

Deployment Method
CloudFormation Template (Infrastructure as Code)
Region
US-EAST-1 (London)
Deployment Time
3-5 minutes
Required Capabilities
CAPABILITY_IAM

Deployment Phases

  1. Creating IAM roles (~30 seconds)
  2. Creating S3 bucket for knowledge base (~10 seconds)
  3. Creating Lambda functions (~60 seconds)
  4. Configuring Amazon Lex bot (~120 seconds)
  5. Setting up Bedrock integration (~30 seconds)

Scalability & Performance

Serverless Architecture: The solution automatically scales based on demand. Lambda functions scale horizontally, and managed services (Bedrock, Lex) handle scaling transparently.

Cost Model: Pay-per-use pricing means costs scale with actual usage, not peak capacity provisioning.

Security Summary

Innovation Sandbox isolated - safe to experiment with full data protection

Network Isolation
Innovation Sandbox - isolated from production
IAM Permissions
Least privilege principle applied to all roles
Auto-Cleanup
Resources automatically deleted after evaluation period

Security & Compliance

CTO

Architecture, security, and technical decision-making perspective

Data Residency & Sovereignty

US (us-east-1 N. Virginia region)

All data remains within the UK, meeting UK data sovereignty and GDPR requirements.

Encryption

AES-256 at rest, TLS 1.3 in transit

Data at Rest
AES-256 encryption (S3, DynamoDB)
Data in Transit
TLS 1.3 for all API communications
Key Management
AWS KMS with automatic key rotation

Data Handling

No data leaves UK; AWS shared responsibility model applies

Warning Production deployment requires Multi-Factor Authentication (MFA) for all IAM users with administrative access.

AWS Certifications & Compliance

AWS holds certifications that support council compliance requirements:

  • ISO 27001
  • SOC 2 Type II
  • Cyber Essentials Plus
  • UK G-Cloud 14

Shared Responsibility Model

Security and compliance is a shared responsibility between AWS and the council:

AWS Manages

  • Infrastructure security
  • Physical data centers
  • Network security
  • Hypervisor isolation
  • Managed service patching

Council Manages

  • Data classification
  • Application security
  • User access management
  • Content accuracy
  • Encryption configuration

Security Best Practices Implemented

  • Least privilege IAM policies for all roles and users
  • Encryption at rest and in transit for all data
  • VPC isolation where applicable
  • CloudTrail logging enabled for audit trail
  • CloudWatch monitoring and alerting configured
  • AWS Config for compliance monitoring
  • Regular automated security patching for managed services

Data Protection Impact Assessment (DPIA)

Recommendation: Conduct a Data Protection Impact Assessment (DPIA) before production deployment, involving:

  • Data Protection Officer (DPO) review
  • Privacy impact assessment
  • Data flow mapping
  • Retention policy definition
  • Subject access request procedures

Compliance Frameworks

This solution can support compliance with:

  • GDPR: Data protection and privacy controls
  • UK Data Protection Act 2018: UK-specific data handling requirements
  • Cyber Essentials Plus: UK government security baseline
  • PSN (Public Services Network): Government network security standards
  • ISO 27001: Information security management system
Important Compliance certification requires formal assessment by your council's security and legal teams. This evaluation provides a foundation for those discussions.

Evaluation Summary

This section summarizes the key findings from the AWS Innovation Sandbox evaluation.

Evaluation summary will be completed after the technical evaluation.

ROI Projection

Important Illustrative Projection: These ROI projections are estimates based on typical UK council operations. Actual results will depend on your specific adoption rates, integration complexity, operational efficiency, and local factors. Always conduct your own business case analysis with your Finance team.

Service Area & Primary Metric

Service Area
Contact Center
Primary Metric
Call volume reduction

Baseline & Projection

Current Baseline

5,000 calls/month, 30% routine inquiries (1,500 calls/month)

1500 routine calls handled per month

Source: LGA Contact Center Survey 2023

With AI Solution

AI chatbot handles 80% of routine inquiries

80%

improvement achieved

ROI Summary

Annual Savings Projection

£72000

Payback in 1 month

ROI Calculation

Calculation: 1,200 calls × £5/call × 12 months = £72,000 annual savings

Committee-Ready Summary

"AI chatbot reduces inquiry handling costs by £72,000 annually while improving 24/7 citizen access and freeing staff for complex casework"

Key Assumptions

This projection assumes:

  • Baseline data from LGA Contact Center Survey 2023
  • Current operational costs remain stable
  • AI solution adoption matches projected usage patterns
  • Integration completed within estimated timeframes
  • Staff redeployed to higher-value activities (no redundancies)

Important: Illustrative projection based on typical UK council contact center operations. Actual savings depend on call volume, handling costs, and adoption rates.

Benefits Beyond Direct Cost Savings

The ROI calculation focuses on direct cost savings, but additional benefits include:

  • Resident Satisfaction: Faster service delivery improves user experience
  • Staff Morale: Reduction in repetitive work allows focus on meaningful tasks
  • Service Expansion: Platform enables additional AI-powered services
  • Digital Transformation: Builds organizational cloud capability and modern practices
  • Data Insights: Analytics reveal service patterns and improvement opportunities
  • Scalability: Can handle demand spikes without proportional cost increases

Next Steps for Business Case

  1. Validate baseline assumptions with your Finance team
  2. Adjust projections based on your council's specific volumes and costs
  3. Conduct sensitivity analysis for different adoption scenarios
  4. Include implementation risks and mitigation strategies
  5. Obtain sign-off from Service Manager, Finance Director, and IT

Next Steps

Critical Success Factors

  • Leadership Support: Executive sponsorship and budget commitment
  • Stakeholder Alignment: IT, Customer Services, Legal, Finance working together
  • Change Management: Staff training and resident communication strategy
  • Technical Capability: AWS skills development or partner support
  • Phased Approach: Pilot before full rollout to manage risk

Decision Gates

Gate Criteria Decision Maker
Gate 1: Budget Approval Business case approved, funding secured Finance Director / Leadership Team
Gate 2: Procurement AWS account procured, contracts signed Procurement Team
Gate 3: DPIA & Security Data protection and security approval DPO / CISO
Gate 4: Pilot Go-Live Technical readiness, pilot group identified Service Manager / CTO
Gate 5: Full Rollout Pilot success, stakeholder approval Leadership Team

Resources & Support

  • AWS Support: Consider AWS Enterprise Support for production workloads
  • AWS Partners: Engage AWS consulting partners for implementation support
  • NDX Programme: Leverage NDX Partnership resources and peer council network
  • LGA AI Hub: Connect with other councils implementing AI solutions
  • Training: AWS training and certification for technical staff

Contact NDX Partnership: For additional support, guidance, or questions about this evaluation, contact the NDX Programme team.

Next Evaluation: Consider evaluating additional AWS scenarios to build broader cloud capability and identify more transformation opportunities.

Success Metrics

Track these KPIs to measure implementation success:

  • Adoption Rate: % of queries handled by chatbot vs. human agents
  • First Contact Resolution: % of chatbot conversations resolved without escalation
  • Resident Satisfaction: User feedback scores and survey results
  • Cost Savings: Actual savings vs. projected savings
  • Response Time: Average time to resolve resident queries
  • Accuracy: % of chatbot responses that are correct and helpful
  • Availability: System uptime and reliability metrics