Using data and AI to improve everyday service work.

The challenge

Make continuous improvement and AI useful in day-to-day service delivery, with evidence to show where effort will make a difference, avoiding the trap of spending significant time and effort on AI with no practical use case.

My role

Director – User Technology & Experience. I established the 1% Club to encourage all members of our team to identify and improve small things in their day to day role. These 1% improvements cover topics such as improved customer experience, challenging AI to improve our processes, or enhancing the quality of our data.

What I did

• Established an Azure data lake and developed executive dashboards to improve visibility of service performance.
• Introduced AI-assisted analysis of our monthly support tickets to help understand recurring issues - with nearly 20,000 monthly tickets we have a wealth of data to help drive service improvement.
• Implemented automated checks on approximately 2,000 monthly hardware orders, reducing repetitive work.

What changed

• Approximately 30 hours saved per week so far through automated hardware-order checks.
• AI-assisted analysis applied to approximately 5,000 support tickets each month.
• The 1% Club adopted more broadly in IT and our enabling functions as a practical approach to AI and continuous improvement that recognises the small improvements our teams make every day.