What Redcar and Cleveland Council achieved
28% reduction in contact centre demand
Redcar and Cleveland Council deployed Arto's contact centre workflow and measured a 28% reduction in inbound demand within the first three months of going live.
Before deployment, a significant proportion of contacts coming into the contact centre were enquiries that could be resolved without advisor involvement — residents checking account information, reporting routine changes, or asking questions with known, consistent answers. Those contacts consumed advisor time without requiring the expertise that advisors were trained and employed to apply.
After deployment, those contacts were resolved before they reached an advisor. The volume of contacts that required a person decreased. Advisors who had previously worked through a continuous queue of mixed-complexity contacts were freed to focus on the calls and cases that genuinely needed their knowledge, judgement and experience.
The 28% figure is a measurement of what changed operationally, not a prediction of what might change. It reflects the council's own contact volume data, measured against the pre-deployment baseline.
What the Redcar result tells us
A 28% reduction in contact centre demand within three months is significant for three reasons.
The timeframe is short
Three months from deployment to measurable outcome is a short cycle for a public sector technology change. It means the workflow was live and producing results before a quarterly review period had elapsed. For a service lead who needs to demonstrate value to leadership quickly, this is a relevant data point.
The result is operational, not estimated
The figure comes from the council's own contact volume data measured against a pre-deployment baseline. It is not a modelled projection of what the workflow might achieve. It reflects what the council's residents actually did differently after the deployment. That distinction matters when presenting a business case to a chief executive or finance director who will probe the basis of any number they are shown.
The governance was in place from the first day
The deployment operated within Arto's governance framework from the first run. Arto Supported Flows are designed and built to align with key standards including ISO 27001, ISO 42001 and UK GDPR. An assurance case aligned to the 10 GDS AI Playbook principles was pre-populated and ready to deploy. This means the result was achieved with governance in place from the start, not retrospectively applied after the outcome was measured.
One published case study, with more in development
Redcar and Cleveland Council is the only council whose results are published here at launch. This is not because Arto has only been deployed once — it is because publishing a named council result requires the council's agreement to be identified publicly, confirmation of the specific figures, and the confidence that the attribution is accurate.
As deployments at other councils reach maturity and those councils agree to share their results, this page will be updated. If your organisation has deployed Arto and would be willing to share your results, we would welcome the conversation.
In the meantime, the service area use case pages set out the estimated impact figures from the proof of concept specifications for planning, children's services, revenues and benefits and contact centre workflows. Those figures are labelled as POC estimates — they are not published case study results, but they represent the assessment of likely impact carried out before deployment.