Derby City Council reports 1.68 million phone calls and 199,000 web interactions handled, 3.78 million questions answered, a 56% call deflection rate following a generative AI upgrade, customer waiting times halved and misdirected calls reduced by over 85%. According to ICS.AI, the council has identified £12m in savings, made up of £6M in adult social care, £1.9M from the AI contact centre and £900K in income and debt management, and these are identified savings rather than projected benefits. Councillor Hardyal Dhindsa, Cabinet Member for Digital and Organisational Transformation, describes how the Council has moved "from discussing the potential of technology to seeing tangible benefits in the hands of our residents". The council faced sustained pressure on services, rising demand in high-cost areas such as adult social care, and constrained resources, with over 60% of resident contact coming via phone. It concluded that incremental pilots and disconnected tools would never deliver transformation at scale. Working with ICS.AI, Derby implemented the SMART: Unified AI Platform, underpinned by an outcome-first AI Target Operating Model, spanning resident access, staff productivity and operational services. The AI Front Door is described as the UK's first 24/7 AI-powered local authority contact centre, handling resident enquiries across phone and web through a single interface trained on council services. After a generative AI upgrade in May 2025 it gives more natural, context-aware responses, recognises distress or vulnerability and adapts tone and language, with human-in-the-loop escalation for complex, sensitive or vulnerable cases. The service supports Derby's nine most common community languages alongside English. A second element, AI for All, rests on the council's decision that every office-based staff member would have access to AI. Governance is built into the platform: Derby established an AI Compliance and Ethics Board, and safeguarding rules, data protection controls, ethical and fairness controls and audit trails operate as part of the platform's configuration. Following early success with the Front Door through the SMART: Customer Service AI Trial, the council ran an assessment involving over 100 staff across 44 workshops, which identified 261 potential AI opportunities and 54 prioritised use cases, with initial focus on adult social care, revenues and benefits, housing, planning and licensing, HR and workforce, and finance and procurement. Future phases are focused on agentic AI, enabling secure, end-to-end task completion within defined financial and safeguarding guardrails, and further expansion across council services.