- Title or Description
- Digital transformation
- FOI Number
- 2024452
- Date Received
- 22/04/2024
- Type of Request
- FOI
- Request or Question
- I would like to know if The Scottish Borders Council has any active projects within digital transmission and the migration away from outdated end of life systems. If there is no active project, could you please advise when you would be looking to exercise this project I would also like to request who the appointed contact/ department would be in terms of the transformation
- Response
-
* Are you currently using AI functionality within your IT Service Management function? Yes/No F61* If yes o What functionality are you utilising? (e.g. co-pilot, incident/ticket summarisation, chatbot, ticket routing, knowledge creation etc)
o What measurable benefits have you achieved since implementation of AI functionality?
* e.g. reduced MTTR, increased ticket handling (from X to Y), First Call Resolution (FCR) etc * Wh+F61at statistics can you share? e.g. FCR went from 60% to 80% and/or MTTR reduced by 10% * If no * Do you have plans to introduce AI capability within your Service Management function within the next 12months?
* If no, what is your key rationale for this decision?
* If yes, what are the key benefits you are looking to drive (see above examples).
