Medway Council has deployed an AI-powered search tool on its public website, working with UK provider Jadu. The system aims to help residents find council services and information more efficiently through natural language queries instead of traditional keyword matching.
The launch comes as UK local authorities face growing pressure to modernise digital front-ends under DLUHC IT funding programmes and the broader Government Digital Service strategy. Medway Council, which serves around 280,000 residents in Kent, joins a small but growing cohort of councils testing generative AI for citizen-facing services.
How the AI search works in practice
Jadu's system uses large language models to interpret user intent, parse council content in real time, and surface contextually relevant pages. The tool is designed to handle queries like "How do I apply for housing benefit?" or "What are the bin collection dates in my area?" without requiring users to navigate multi-level menus or know exact service names.
For councils, the business case centres on reducing call centre volume and manual case handling. AI-driven search aims to deflect routine enquiries before they reach customer service staff. However, the technology also introduces challenges: training data quality, accuracy of answers, and potential for bias or hallucination remain open issues in the public sector AI debate.
Market positioning and vendor landscape
Jadu positions itself as a specialist in public sector content management and digital engagement, competing with established players such as Capita Public Sector and Sopra Steria Public. The Medway deployment gives Jadu a live reference case at a time when councils are evaluating AI pilots for administrative portals and citizen service platforms.
Unlike generic enterprise search, public sector tools must meet accessibility standards, handle complex eligibility logic, and maintain audit trails for compliance. Whether AI search can deliver measurable ROI—shorter search times, lower bounce rates, higher self-service completion—will determine adoption rates beyond early adopters.
Next steps and sector implications
Medway Council has not disclosed contract value or performance metrics for the Jadu system. The deployment is part of a broader pattern: UK councils are experimenting with AI tools for administrative automation, often via pilot projects with limited scope and short evaluation windows.
For vendors, the key challenge is proving value beyond proof-of-concept. Search analytics, user satisfaction surveys, and call deflection data will determine whether AI-powered search becomes a standard feature or remains a niche add-on for larger authorities with dedicated digital teams.
