Company: ICS.AI
Founder and CEO: Martin Neale
Website: www.ics.ai
About ICS.AI
ICS.AI has built the UK’s first unified AI platform and operating model for public services, helping councils, education providers and government organisations move beyond isolated AI pilots towards organisation-wide transformation.
Founded in 2018 by Martin Neale, the company was created to help public bodies adopt AI in a safe, governed and human centred way. Since then, ICS.AI has achieved triple-digit year-on-year growth, becoming the UK’s leading AI transformation company focused on the public sector, supporting organisations including Cheshire East Council, Renfrewshire Council and King’s College London.
As public services face rising demand, financial pressure and workforce constraints, ICS.AI has focused on applying AI to real operational challenges rather than experimental use cases. Its platform enables organisations to improve access to services, reduce administrative burden, and create measurable financial savings while maintaining human oversight and governance, freeing staff to focus on complex, human centred work.
Unlike the market’s fragmented approach where organisations buy separate AI tools for contact centres, staff productivity, and back-office automation, ICS.AI has developed a unified AI platform designed specifically for high trust, high risk public service environments.
The platform is powered by one of the richest public sector AI interaction datasets in the UK, with more than 11 million AI transactions processed to date. This provides unique insight into resident demand, service pressures, and language variation.
ICS.AI enables transformation across resident access, workforce AI and agentic back-office operations through a single connected platform. This positions the company to support organisations undergoing Local Government Reorganisation through its SMART: Day One LGR Accelerator, helping councils unify services, reduce duplication and establish financially sustainable AI-enabled operating models from day one.
Derby City Council
One of ICS.AI’s most significant partnerships has been with Derby City Council, which became one of the first UK local authorities to implement a unified AI Target Operating Model across resident services, staff productivity and operational processes.
Working with ICS.AI, Derby moved beyond isolated AI pilots towards organisation-wide AI adoption built around governance, ‘AI for All’ staff enablement and measurable operational outcomes.
The programme has delivered £12.25 million in savings while improving resident access to services, reducing administrative pressure and enabling AI adoption across the organisation.
The deployment is now viewed as a blueprint for how local government organisations can adopt AI safely and at scale.
Renfrewshire Council
ICS.AI has also pioneered conversational AI innovation through deployments such as Renfrewshire Council’s AI assistant Millie, Scotland’s first AI-powered phone assistant for local government.
Since launch, Millie has handled more than 436,000 calls including nearly 100,000 out-of-hours enquiries, while resolving 40% of interactions without human intervention.
ICS.AI has worked closely with the council to train the system around Scottish regional terminology and dialect variations, enabling phrases such as cattypans to be accurately interpreted. More than 98% of calls now achieve successful speech recognition, improving accessibility and inclusion for residents.
Through projects such as Derby and Renfrewshire, ICS.AI is helping define what AI-native public services look like in the UK.
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