AI Transforming Citizen Services: Oxfordshire County Council’s CX Journey

Moving Beyond Legacy: A Blueprint for Public Sector Innovation

Local authorities are under unprecedented pressure to balance rising resident demand with shrinking budgets. For Oxfordshire County Council, the challenge was clear: their legacy contact center could no longer support the modern, accessible service their community deserved.

Join us for an exclusive webinar featuring Ben Lorimer and Chris Dunkley as they break down Oxfordshire’s transformation journey. Discover how the Council moved from a fragmented legacy system to a streamlined, AI-powered CX platform using Zoom Contact Center.

This session moves past the AI hype to look at practical, measurable improvements in citizen engagement and operational efficiency.

What You’ll Learn:

• The Catalyst for Change: Identifying the “breaking point” of legacy systems and why Oxfordshire prioritized inclusion and accessibility from day one.
• Rapid Deployment at Scale: How a strategic partnership enabled a fast, secure transition from decision to go-live.
• Measurable Impact: A high-level analysis of how Oxfordshire achieved significant efficiency gains, including dramatic reductions in resident wait times and average handle times.
• AI in Practice: How to deploy automation and smarter routing to support frontline staff rather than replace the human touch.
• The Future of Local Gov: Bridging the digital divide while modernizing services through “life event” focused journeys.

Read the Full Story: Discover how Oxfordshire County Council bridged the digital divide and modernized resident services in our detailed case study.