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Phone centre waiting times for public services could be cut in half by using AI, a minister has suggested.

Speaking to Sky News, Science, Innovation and Technology Secretary Peter Kyle said the technology was “win-win” as it will save the taxpayer money and make the public experience better.

“I am determined to drive this technology through the government,” he added.

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Long waiting times has long blighted those trying to access services like Citizens Advice, HMRC and the DVLA.

But with the government talking of an AI revolution, one trial has used the tech to drastically reduce the volume of minutes spent on hold.

The Citizens Advice Bureau (CAB) teams in Stockport, Oldham, Rochdale and Trafford have managed to cut the average phone call length from eight minutes to four in a months’ long trial.

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The AI helper, Caddy, was developed in house by the team in Manchester. Its success led to interest from the government, and there are now hopes it can be expanded into public services.

CAB is run as a series of charities. There are hopes Caddy will be rolled-out nationwide across the service later this year.

Sign for Citizens Advise Bureau. Pic: iStock
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The Caddy software was first developed at the Citizens Advice Bureau. Pic: iStock

Rather than a robotic voice answering and directing callers, the software helps workers answer queries faster – and with greater confidence.

Stuart Pearson, the head of innovation at the CAB team in Stockport, Oldham, Rochdale and Trafford, told Sky News: “Caddy frees our advisers to focus on what truly matters – listening, understanding, and providing personalised support to people during challenging times. This technology helps our staff and volunteers work more efficiently, but that person-to-person contact remains central to our service.

“For us, Caddy represents our commitment to embracing innovation while preserving the personal touch that has defined Citizens Advice for over 80 years. We want to use AI responsibly to help our people do even more good in communities across the country.”

The new system replaces the old ways of working, which including having to consult with colleagues and manually searching documentation – all of which required putting users on hold.

Instead, phone handlers can ask AI a question and quickly receive an answer based only on approved sources. The response is still checked by a senior member of staff.

“People won’t know when they’re calling that the person who is answering the call and assisting them is using the power of AI to get the right information to them much, much quicker – that means it’s a better experience,” Mr Kyle said.

“They get the information quicker, they can start to tackle the issues they’re calling about, you know, much more rapidly than before.

“And it also means that those volunteers working in Citizen’s Advice can actually speak to more people and help more people.”

The AI chatbot Caddy. Pic: DSIT
Image:
The AI chatbot Caddy. The owl was the original symbol of Citizens Advice. Pic: DSIT

Read more:
Starmer vows to ‘mainline AI’ into UK
PM hoping AI will boost efficiency mission

When Labour came to power last year, they inherited creaking public services, with public confidence in the sector plummeting.

One poll from Ipsos released a month before the general election found that three quarters of Britons believed public services had worsened since 2019.

And a report on the sector released by the Institute for Government at the end of 2023 said: “Public services that have for years been creaking are now crumbling.”

Concerns were rife about issues like long phone waiting times. His Majesty’s Revenue And Customs (HMRC) was accused by MPs of deliberately cutting off tens of thousands of calls in a bid to get them using online services.

The department said the claims were “completely baseless”.

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January: AI change happening ‘quicker than we think’

The technology secretary was keen to emphasise the point of the AI assistant was to make interactions “more human” – and callers wouldn’t know it was being used.

Mr Kyle said: “HMRC, for example, has 100,000 conversations every single day.

“Imagine if we, on that scale, could halve the amount of time that people need to spend having that conversation, they have more time to do the things that they need to be doing, or actioning the things they are calling the help centre for in the first place.

“But also it means that the people who are delivering that service can speak to more people and therefore the service gets better.”

Away from trying to provide a better service, AI could pave a way for the government to save money.

Mr Kyle said that “headcount, costs, people, go into the decisions that departments make”.

But he also wants to drive a better quality of service through a digital transformation.

“That is an absolute priority, and there will be other productivity gains along the way.” he said. “And we’re determined to deliver on both.”

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Unions, however, want to make sure the government works alongside workers in a bid to prevent job losses.

Mike Clancy, the general secretary of Prospect, previously said there are “potentially large positives” for the use of AI in the civil service.

“But to make any technology work properly and to minimise the risks involved it needs to be introduced in consultation with their workforce, not imposed on them,” he added.

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Heidi Alexander says ‘fairness’ will be government’s ‘guiding principle’ when it comes to taxes at next budget

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Heidi Alexander says 'fairness' will be government's 'guiding principle' when it comes to taxes at next budget

Another hint that tax rises are coming in this autumn’s budget has been given by a senior minister.

Speaking to Sunday Morning with Trevor Phillips, Transport Secretary Heidi Alexander was asked if Sir Keir Starmer and the rest of the cabinet had discussed hiking taxes in the wake of the government’s failed welfare reforms, which were shot down by their own MPs.

Trevor Phillips asked specifically if tax rises were discussed among the cabinet last week – including on an away day on Friday.

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Tax increases were not discussed “directly”, Ms Alexander said, but ministers were “cognisant” of the challenges facing them.

Asked what this means, Ms Alexander added: “I think your viewers would be surprised if we didn’t recognise that at the budget, the chancellor will need to look at the OBR forecast that is given to her and will make decisions in line with the fiscal rules that she has set out.

“We made a commitment in our manifesto not to be putting up taxes on people on modest incomes, working people. We have stuck to that.”

Ms Alexander said she wouldn’t comment directly on taxes and the budget at this point, adding: “So, the chancellor will set her budget. I’m not going to sit in a TV studio today and speculate on what the contents of that budget might be.

“When it comes to taxation, fairness is going to be our guiding principle.”

Read more:
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Afterwards, shadow home secretary Chris Philp told Phillips: “That sounds to me like a barely disguised reference to tax rises coming in the autumn.”

He then went on to repeat the Conservative attack lines that Labour are “crashing the economy”.

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Chris Philp also criticsed the government’s migration deal with France

Mr Philp then attacked the prime minister as “weak” for being unable to get his welfare reforms through the Commons.

Discussions about potential tax rises have come to the fore after the government had to gut its welfare reforms.

Sir Keir had wanted to change Personal Independence Payments (PIP), but a large Labour rebellion forced him to axe the changes.

With the savings from these proposed changes – around £5bn – already worked into the government’s sums, they will now need to find the money somewhere else.

The general belief is that this will take the form of tax rises, rather than spending cuts, with more money needed for military spending commitments, as well as other areas of priority for the government, such as the NHS.

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Justice system ‘frustrating’, Met Police chief says – as he admits London’s ‘shameful’ racism challenge

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Justice system 'frustrating', Met Police chief says - as he admits London's 'shameful' racism challenge

It is “shameful” that black boys growing up in London are “far more likely” to die than white boys, Metropolitan Police chief Sir Mark Rowley has told Sky News.

In a wide-ranging interview with Sunday Morning with Trevor Phillips, the commissioner said that relations with minority communities are “difficult for us”, while also speaking about the state of the justice system and the size of the police force.

Sir Mark, who came out of retirement to become head of the UK’s largest police force in 2022, said: “We can’t pretend otherwise that we’ve got a history between policing and black communities where policing has got a lot wrong.

“And we get a lot more right today, but we do still make mistakes. That’s not in doubt. I’m being as relentless in that as it can be.”

He said the “vast majority” of the force are “good people”.

However, he added: “But that legacy, combined with the tragedy that some of this crime falls most heavily in black communities, that creates a real problem because the legacy creates concern.”

Sir Mark, who also leads the UK’s counter-terrorism policing, said black boys growing up in London “are far more likely to be dead by the time they’re 18” than white boys.

“That’s, I think, shameful for the city,” he admitted.

“The challenge for us is, as we reach in to tackle those issues, that confrontation that comes from that reaching in, whether it’s stop and search on the streets or the sort of operations you seek.

“The danger is that’s landing in an environment with less trust.

“And that makes it even harder. But the people who win out of that [are] all of the criminals.”

Met Police Commissioner Sir Mark Rowley said racism is still an issue in the force
Image:
Met Police Commissioner Sir Mark Rowley

The commissioner added: “I’m so determined to find a way to get past this because if policing in black communities can find a way to confront these issues, together we can give black boys growing up in London equal life chances to white boys, which is not what we’re seeing at the moment.

“And it’s not simply about policing, is it?”

Sir Mark said: “I think black boys are several times more likely to be excluded from school, for example, than white boys.

“And there are multiple issues layered on top of each other that feed into disproportionality.”

‘We’re stretched, but there’s hope and determination’

Sir Mark said the Met is a “stretched service” but people who call 999 can expect an officer to attend.

“If you are in the middle of a crisis and something awful is happening and you dial 999, officers will get there really quickly,” Sir Mark said.

“I don’t pretend we’re not a stretched service.

“We are smaller than I think we ought to be, but I don’t want to give a sort of message of a lack of hope or a lack of determination.”

“I’ve seen the mayor and the home secretary fighting hard for police resourcing,” he added.

“It’s not what I’d want it to be, but it’s better than it might be without their efforts.”

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How police tracked and chased suspected phone thief

‘Close to broken’ justice system facing ‘awful’ delays

Sir Mark said the criminal justice system was “close to broken” and can be “frustrating” for police officers.

“The thing that is frustrating is that the system – and no system can be perfect – but when the system hasn’t managed to turn that person’s life around and get them on the straight and narrow, and it just becomes a revolving door,” he said.

“When that happens, of course that’s frustrating for officers.

“So the more successful prisons and probation can be in terms of getting people onto a law-abiding life from the path they’re on, the better.

“But that is a real challenge. I mean, we’re talking just after Sir Brian Leveson put his report out about the close-to-broken criminal justice system.

“And it’s absolutely vital that those repairs and reforms that he’s talking about happen really quickly, because the system is now so stressed.”

Giving an example, the police commissioner went on: “We’ve got Snaresbrook [Crown Court] in London – it’s now got more than 100 cases listed for 2029.”

Sir Mark asked Trevor Phillips to imagine he had been the victim of a crime, saying: “We’ve caught the person, we’ve charged him, ‘great news, Mr Phillips, we’ve got him charged, they’re going to court’.

“And then a few weeks later, I see the trial’s listed for 2029. That doesn’t feel great, does it?”

Asked about the fact that suspects could still be on the streets for years before going to trial, Sir Mark conceded it’s “pretty awful”.

He added: “If it’s someone on bail, who might have stolen your phone or whatever, and they’re going in for a criminal court trial, that could be four years away. And that’s pretty unacceptable, isn’t it?”

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Leveson explains plans to fix justice system

Challenge to reform the Met

The Met chief’s comments come two years after an official report found the force is institutionally racist, misogynistic and homophobic.

Baroness Casey was commissioned in 2021 to look into the Met Police after serving police officer Wayne Couzens abducted, raped and murdered Sarah Everard.

She pinned the primary blame for the Met’s culture on its past leadership and found stop and search and the use of force against black people was excessive.

At the time, Sir Mark, who had been commissioner for six months when the report was published, said he would not use the labels of institutionally racist, institutionally misogynistic and institutionally homophobic, which Baroness Casey insisted the Met deserved.

However, London Mayor Sadiq Khan, who helped hire Sir Mark – and could fire him – made it clear the commissioner agreed with Baroness Casey’s verdict.

A few months after the report, Sir Mark launched a two-year £366m plan to overhaul the Met, including increased emphasis on neighbourhood policing to rebuild public trust and plans to recruit 500 more community support officers and an extra 565 people to work with teams investigating domestic violence, sexual offences and child sexual abuse and exploitation.

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UK measles cases rising among children – with leading NHS hospital ‘concerned’

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UK measles cases rising among children - with leading NHS hospital 'concerned'

A leading NHS hospital has warned measles is on the rise among children in the UK, after treating 17 cases since June.

Alder Hey Children’s Hospital in Liverpool said it is “concerned” about the increasing number of children and young people who are contracting the highly contagious virus.

It said the cases it has treated since June were for effects and complications of the disease, which, in rare cases, can be fatal if left untreated.

“We are concerned about the increasing number of children and young people who are contracting measles. Measles is a highly contagious viral illness which can cause children to be seriously unwell, requiring hospital treatment, and in rare cases, death,” the hospital said in a statement to Sky News.

In a separate open letter to parents and carers in Merseyside earlier this month, Alder Hey, along with the UK Health and Security Agency (UKHSA) and directors of Public Health for Liverpool, Sefton and Knowsley, warned the increase in measles in the region could be down to fewer people getting vaccinated.

The letter read: “We are seeing more cases of measles in our children and young people because fewer people are having the MMR vaccine, which protects against measles and two other viruses called mumps and rubella.

“Children in hospital, who are very poorly for another reason, are at higher risk of catching the virus.”

What are the symptoms of measles?

The first symptoms of measles include:

• A high temperature

• A runny or blocked nose

• Sneezing

• A cough

• Red, sore or watery eyes

Cold-like symptoms are followed a few days later by a rash, which starts on the face and behind the ears, before it spreads.

The spots are usually raised and can join together to form blotchy patches which are not usually itchy.

Some people may get small spots in their mouth too.

What should you do if you think your child has measles?

Ask for an urgent GP appointment or call 111 if you think your child has measles.

If your child has been vaccinated, it is very unlikely they have measles.

You should not go to the doctor without calling ahead, as measles is very infectious.

If your child is diagnosed with measles by a doctor, make sure they avoid close contact with babies and anyone who is pregnant or has a weakened immune system.

The skin of a patient after 3 days of measles infection
Image:
The skin of a patient after three days of measles infection

It comes after a Royal College of Paediatrics and Child Health (RCPCH) report released earlier this month determined that uptake of vaccines in the UK has stalled over the last decade and is, in many cases, declining.

It said none of the routine childhood vaccinations have met the 95% coverage target since 2021, putting youngsters at risk of measles, meningitis and whooping cough.

The MMR vaccine has been available through the NHS for years. Two doses gives lifelong protection against measles, mumps and rubella.

File photo of a MMR vaccine
Image:
Two doses of the MMR vaccine give lifelong protection against measles, mumps and rubella. Pic: iStock

According to the latest NHS data, Liverpool was one of the cities outside London with the lowest uptake of the MMR vaccination in 2023-2024.

By the time children were five years old, 86.5% had been give one dose, decreasing to 73.4% for a second dose.

The RCPCH report put the nationwide decline down to fears over vaccinations, as well as families having trouble booking appointments and a lack of continuous care in the NHS, with many seeing a different GP on each visit.

Read more from Sky News:
Met Police chief on London’s ‘shameful’ racism challenge
‘My voice box was removed after NHS missed cancer’

In the US, measles cases are at their highest in more than three decades.

Cases reached 1,288 on Wednesday this week, according to the US Centres for Disease Control and Prevention, with 14 states battling active outbreaks.

The largest outbreak started five months ago in communities in West Texas, where vaccination uptake is low. Since then, three people have died – including two children in Texas and an adult in New Mexico – with dozens more in hospital.

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