Public services that resolve the citizen's actual problem
We build AI agents on Amazon Connect for UK government bodies and the NHS. Agents that verify identity, retrieve the record, act in the system that holds it, and leave an audit trail a procurement team can read.
NHS 24 replaced a manual identity process with automated verification on Amazon Connect.
Agents get the full patient context before they answer, so callers stop repeating themselves.
AWS Advanced Partner, 7 Amazon Connect Ambassadors, Business Value Realization competency.
// Evidence and answers
What UK public sector buyers actually ask us
Where does the data live?
In your AWS account, in the London region. Not in our tenancy, not in a vendor's multi-tenant platform, not moved to a US region for processing. You keep the keys, the logs and the right to take it elsewhere.
What happens when the AI gets it wrong?
Every interaction leaves a record: what the agent was asked, what it retrieved, what it changed, and where it handed over to a person. Containment is not the measure. If an agent cannot resolve something safely it hands over with the full context attached, and that handover is logged like everything else.
Can you meet our compliance requirements?
The ones that come up most: UK GDPR and the Data Protection Act 2018, NHS Data Security and Protection Toolkit, DTAC for clinical services, Cyber Essentials, WCAG 2.2 AA and the Public Sector Bodies Accessibility Regulations 2018, and Article 50 of the EU AI Act where it applies. We answer these in full in bid responses and will do the same in a call.
How do we buy it?
Through AWS Marketplace with a private offer, drawing down against committed AWS spend, or as a direct engagement. We also work as a specialist subcontractor to a prime on larger programmes.
// Systems and integrations
What we build
The system of record is the whole job
Anyone can put a voice bot in front of a queue. The work that decides whether a deployment resolves anything is the integration into the systems that actually hold the record: patient administration and electronic patient record systems, case management, the line-of-business databases that predate all of it, and the ones with no connector, no vendor support and no documentation.
That is where we live. It is unglamorous and it is the reason a deployment either resolves the citizen's problem or becomes a more expensive phone menu. We hold the broadest library of action integrations into enterprise systems of record on Amazon Connect, and the defensible part is not the connection. It is an agent acting correctly inside a regulated system and leaving a record of what it did.
Identity verification against the record you already hold, so the caller is not reciting their postcode to someone who cannot see their file.
Routing by need, not by menu. On what the person said and what the record shows, rather than a nine-option keypad tree.
Accessibility as a build requirement. WCAG 2.2 AA, Relay UK, and language support built into the service rather than bolted on.
Surge without a recruitment round. Demand spikes on Amazon Connect are a capacity question, not a hiring question.
An operating model somebody answers at 2am. Managed service with named engineers, not a ticket queue.
// Architecture and audit
The governance ledger
Every interaction produces one record: what the agent was asked, what it retrieved, what it changed, which system it changed it in, and where it handed to a person. Same artefact whether you need it for an internal audit, an information governance review, a complaint, a Freedom of Information request or an EU AI Act Article 50 transparency obligation.
It is not a reporting module bolted on afterwards. It is how the thing is built, and it is the reason we can say what an agent did rather than estimate it.
// Methodology
How an engagement runs
One real journey, traced end to end with the people who actually run it. We come back with what it costs you now and where the resolution breaks.
Build that journey properly, in your account, against your systems, with the governance in place from day one. Not a sandbox demo.
Production support, iteration, and the next journey.
One journey, one hour, the people who run it
That is the whole ask. Bring the journey that costs you the most and the person who actually owns it. We will tell you what we would do, what it would cost, and what we would not do.
Book a 30-minute session