Digital service innovation
From ministerial departments and international corporates to startups, we lead on innovations that change the way digital services are experienced.
As a ministerial department, how can we use AI to respond to public queries given the known risks of LLM hallucination, and security issues such as prompt hacking?
CYB innovation: Librian - a highly secure LLM solution providing answers in seconds that are 100% accurate, safe, and trustworthy by decoupling AI generation from the response, resulting in 'Government-grade AI'
01 Understand
Our solution uses AI-enabled technology to quickly understand complex, multi-part user queries
02 Match
It then matches these to pre-approved, pre-written content without relying on further staff involvement or technical help
03 Respond
Users then receive accurate, safe and trustworthy answers within seconds
Service experience
Providing trust through fully accurate responses that 100% reflect signed off policy, while giving users fast answers to their enquiry questions in seconds rather than potentially many days.
Costs of operating
Automating answers for typically 80% of inbound queries and freeing time to focus on complex cases. Enabling maintenance of the solution by internal staff without the need for experts in AI.
Risks and threats
No generative LLM hallucination, content bias, or data breaches. No requirement for users to take liability for following answer guidance. Secure from cyber-threats and prompt-hacking.
Context and industry recognition
Developed as a single project within our wider transformation of FCDO Consular Services (50+ projects), we proposed this service innovation following agreeing an outcome to provide a triage service via GOV.UK for global inbound written enquiries. The project is recognised in the following public records:
- Algorithmic transparency record. The GDS Algorithmic Transparency Recording Standard (ATRS) establishes a standardised way for public sector organisations to publish information about how and why they are using algorithmic tools.
- AI.GOV.UK Knowledge Hub. AI Incubator's use case library sharing how AI is making a difference across the public sector showcasing projects that are already delivering impact.
- National Audit Office Report. Lessons learned: Smarter delivery – improving operational capability to provide better public services. The report shares learning and examples of how organisations apply the operational capabilities that evidence shows matter most and which government could adopt more widely. (pg27 B.5.1)
- AI Privacy & Security Excellence winner - 2025 Digital Leaders Impact Awards
