Normalized claim
Time: 86% decrease
Achieved 86% accuracy in report categorization enabling faster issue resolution.
Westminster City Council uses Google Cloud AI for waste management service modernization
Use case typeCitizen service managementUpdated Jun 13, 2026
Westminster City Council in the UK partnered with Telana and Google Cloud to modernize its dumped waste and street cleaning reporting system named Report It. The solution leverages Google Cloud AI technologies including Vertex AI, Vision API, BigQuery, and Cloud Storage to provide image processing, report categorization, data analytics, and model lifecycle management. Report It improved cross-team collaboration and digitalized a popular resident service, enabling residents to submit reports online with higher accuracy and faster filing times. The AI-powered Report It system has become a key initiative to improve resident engagement and operational efficiency, paving the way for expanded generative AI use cases across city services.
- Organization
- Westminster City Council
- Industry
- Public Sector
- Location
- United Kingdom
Reported outcomes
88 seconds
timeTime & speed
−86%time5 minutestime80%quantified impact
Strategic outcomes
Customer experience & trustImproved resident experience and service efficiencyNew product / capabilityLaunched AI-powered reporting systemBetter decisions & insightImproved report categorization accuracySpeed & agilityReduced report filing time
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Time: 5 minutes decrease
Reduced report filing time from 5 minutes to 88 seconds, with expectations to reduce further.
Normalized claim
Time: 88 seconds decrease
Reduced report filing time from 5 minutes to 88 seconds, with expectations to reduce further.
Normalized claim
Quantified impact: 80%
80% of dumped waste reports are now filed online, significantly increasing digital adoption.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Westminster City Council
- Provider
- GCP
- Maturity
- Production
- Linked source
- Google Cloud Customer Stories
The AI-powered Report It system has become a key initiative to improve resident engagement and operational efficiency, paving the way for expanded generative AI use cases across city services
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 2 of 2
- 1Civic Engagement
- 2Service Modernization
- Modernize waste dumping and street cleaning report submissions for residents and tourists.
- Eliminate data silos and improve cross-team collaboration for better service delivery.
- Increase accuracy of report categorization and reduce time to file reports.
- Drive more resident reports online to improve service efficiency.
- Developed an AI-powered Report It system using Vertex AI for model management and deployment.
- Used Vision API to extract information from images uploaded in reports.
- Stored and analyzed report data in BigQuery to improve AI model performance and operational insights.
- Integrated AI chatbot models and geolocation services, hosted on Firebase, with existing council systems for seamless operations.
- Partnered with Telana for solution development, staff upskilling, and iterative delivery.
Technologies
- Achieved 86% accuracy in report categorization enabling faster issue resolution.
- Reduced report filing time from 5 minutes to 88 seconds, with expectations to reduce further.
- 80% of dumped waste reports are now filed online, significantly increasing digital adoption.
- Improved resident experience and operational efficiency, establishing Report It as a marquee AI-powered public service.
Implementation partners1
Sources & evidence1
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublisher: Google Cloud Customer StoriesEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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