Auckland Council's 'Ask Auckland Council' AI cuts wait times by 9 minutes
Over 4,000 issues reported in two months with 80% user satisfaction
Auckland Council’s new AI assistant, 'Ask Auckland Council', is transforming citizen reporting. Launched two months ago, it saves residents 8-9 minutes per request compared to calling the contact centre. Already, over 4,000 issues have been reported across 10,000+ active sessions. Users report 80% find it easy or very easy to use, a dramatic improvement over the 42% satisfaction with existing channels. The tool handles common problems like illegal dumping, graffiti, noise, roaming dogs, missed bin collections, and tree issues (added June). Deputy Mayor Desley Simpson emphasized it was built based on direct citizen feedback, making reporting quick, simple, and mobile-first.
Under the hood, 'Ask Auckland Council' uses generative AI powered by large language models (LLMs) to understand photos, ask clarifying questions, and construct custom reports—unlike rigid chatbots. For unlisted issues, it guides users to the right council information. Richard Jarrett of Auckland Council notes it reduces friction and helps staff work more efficiently. Deloitte and Google partnered to bring this capability to market safely, with strong governance. Kate Sutton of Deloitte calls it a benchmark for responsible public sector AI in the Asia-Pacific region. The assistant continues to improve via user feedback, with plans to expand issue types and refine the experience.
- Saves citizens 8-9 minutes per request compared to calling the contact centre
- Over 4,000 issues reported and 10,000+ active sessions in the first two months
- Uses generative AI and LLMs to recognize photo details, ask follow-ups, and create reports—surpassing simple chatbot functionality
Why It Matters
Generative AI cuts government wait times and sets a public sector precedent for responsive, user-centric digital services.