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Based on interviews across four research areas in selected councils, it summarizes service-specific user needs, including planning, waste and recycling, revenues and benefits, and highways. The findings highlight universal expectations such as feeling heard, short response times, knowledgeable support, and safety. It also details triggers for calling—urgency, unfamiliarity, complexity, and emotion—plus forces shaping channel choice, covering habit and anxiety versus situational push and the appeal of self service and proactive notifications.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/user-research-summary-report-chatbots-oxford-city-council-key-findings/250084/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/user-research-summary-report-chatbots-oxford-city-council-key-findings/250084.png","ImageObject",442,249,{"name":88,"@type":89},"Eliana","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-28","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",8,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What problem does the chatbot and AI programme aim to solve for local councils?","Question",{"text":109,"@type":110},"It aims to reduce the burden on call centres, improve customer service, and increase operational efficiency while triaging inbound enquiries.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"Which four service areas were covered in the user research?",{"text":114,"@type":110},"Planning, Waste and recycling, Revenues and benefits, and Highways.",{"name":116,"@type":107,"acceptedAnswer":117},"What are the main factors that drive users to call the council?",{"text":118,"@type":110},"Urgency, unfamiliarity, task complexity (when self-service or guidance is insufficient), and emotional or distressed situations.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},250084,1791731040,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":136,"language":137,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":61,"update_tm":141,"read_time":142},4398048949847,"https://ap-avatar.wpscdn.com/avatar/400002536579ef2da7f?_k=1778318612642679267","User Research Summary Report  \nChatbots-Oxford City Council  \nUser Research Summary Report  \nContents  \nIntroduction  \nExecutive summary  \nTraining and on boarding  \nResearch methodology and findings  \nConclusion  \nUser Research Summary Report  \nIntroduction  \nLocal councils want to adopt new ways of working to triage inbound enquiries to reduce the burden on call centres, improve services for their customers and become more efficient. Chatbotsand AI present an opportunity to help solve these challenges.  \nHowever, local councils currently lack shared understanding of best practices in the development and delivery of chatbots to serve customer needs. This lack of knowledge and process presents the risk of inappropriate solutions being developed.  \nTorchbox developed a framework for local councils to evaluate whether Chatbot and AI technology should be considered to help increase efficiency, improve the user experience and reduce the burden on call centres-with the ultimate aim of developing a robust business case.  \nUser Research Summary Report  \nIntroduction  \nThis report focusses on the user research element of this project and is part of a wider programme of work. A summary of the full project activities and conclusions may be found in our final report:  \n Project Summary Report | April 2019 | Council Chatbots | Torchbox .  \nIf you want to read all of our findings in detail please refer to our reports:  \n ROI Analysis and Market Summary | April 2019 | Council Chatbots | Torchbox  \n Technology Landscape Review | April 2019 | Council Chatbots | Torchbox  \n Example Shared Architecture | April 2019 | Council Chatbots | Torchbox  \n Case Studies | April 2019 | Council Chatbots | Torchbox  \nA blog has been published by the project lead, Neil Lawrence of Oxford City Council. To read articles covering each stage of the project please visit the blog here.  \nUser Research Summary Report  \nExecutive Summary  \nAll findings are based on user interviews conducted within the four research areas in the respective selected councils.  \nSupplementary research was also provided by additional participating councils to either validate or challenge findings.  \nExecutive summary  \nNature of each service  \n Planning  \nA complex and subjective topic requiring human assistance to progress through typically long experiences. Users will engage with the council to progress or check progression of a task.  \n Waste and recycling  \nA simple topic which can be easily resolved by both self service and quick interactions with the council. Poor service has a significant impact on people’s lives, increasing propensity for calls to the council.  \nRevenues and benefits  \nThis emotional and complex topic requires certainty, guidance and reassurance as it is a service that can significantly affect people’s lives and finances. Users will not hesitate to call for clarity and support.  \nHighways  \nA varied topic with a wide range of tasks-with more emotional interactions than expected due to its health and safety nature. Users will call to discuss complex urban planning concerns or to check progression of a report, request or query.  \nExecutive summary  \nKey user needs  \nThroughout our research sprints we identified universal user needs that were present in each service area.  \nGenerally speaking, users want to feel heard. They want to feel like their voice has value. However, they understand that there are limited resources and they don’t expect to always get their way, but they do expect, at least, a response.  \nUsers have high expectations led by the modern service industry. They expect communication turnaround times to be short and customer support teams to be knowledgeable and caring. However, they also understand that government services are limited in resources and don’t expect staff to work late.  \nUltimately, users need to feel safe in the hands of the council, particularly as they do not have a choice. There is no competitor that they can switch to if the council does ","cbCaipwSInoMDwsb","https://ap.wps.com/l/cbCaipwSInoMDwsb","pdf",19577967,100,"English","# Introduction\n## Purpose and context\n# Executive summary\n## Nature of each service\n## Key user needs\n## Calling the council\n## Forces influencing behaviour switch","[{\"question\":\"What problem does the chatbot and AI programme aim to solve for local councils?\",\"answer\":\"It aims to reduce the burden on call centres, improve customer service, and increase operational efficiency while triaging inbound enquiries.\"},{\"question\":\"Which four service areas were covered in the user research?\",\"answer\":\"Planning, Waste and recycling, Revenues and benefits, and Highways.\"},{\"question\":\"What are the main factors that drive users to call the council?\",\"answer\":\"Urgency, unfamiliarity, task complexity (when self-service or guidance is insufficient), and emotional or distressed situations.\"}]","User Research Summary Report - Chatbots - Oxford City Council - Key findings | PDF",1789253857,35]