GOV Voice

Award outcome

Description

The Gov Voice programme, led by the Department for Science, Innovation and Technology, is focused on establishing a cross-government, AI-enabled voice capability to modernise how citizens interact with public sector contact services. It centres on deploying generative AI voice technology as a core component of a more integrated and consistent approach to service delivery across organisations. A key aim of the programme is to enhance the overall citizen experience by enabling automated handling of routine enquiries. This approach is designed to reduce wait times, improve accessibility, and provide quicker resolutions for common queries, supporting a more responsive interface with government services. Alongside these user benefits, the programme introduces a reusable and scalable platform that can be adopted across multiple organisations. By providing a centrally assured solution, it reduces duplication of effort and enables a more efficient, coordinated model for delivering voice-based services at scale. Crucially, while led centrally, Gov Voice is intended to be applicable across the whole public sector landscape, enabling adoption by central government departments, local government organisations, and Arm’s Length Bodies (ALBs) to provide a consistent, interoperable voice capability that can operate securely within government environments and scale across multiple services.

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