Case Study: Enfield Council improves public service with Amelia

Enfield Council - Customer Case Study

Enfield Council, a large and growing north London borough serving more than 330,000 residents, needed to maintain high-quality customer service amid rising demand and public-sector budget pressures. The council was looking for a way to handle increasing volumes of website visits and phone calls more efficiently, and turned to Amelia’s Public Service Virtual Agent to help.

Amelia was introduced to manage routine, time-intensive queries and support planning permission enquiries through the council website, allowing staff to focus on more complex cases. In user acceptance testing, Amelia handled over 2,300 queries in three months and recognized user intent 98% of the time. Enfield Council is now expanding how Amelia supports planning application processes, including pre-screening and self-certification, helping the council deliver more with existing resources.

Enfield Council