Hey Geraldine- the revolutionary AI assistant for social care in Peterborough City Council

Peterborough City Council has achieved what 95% of AI projects fail to accomplish - creating a successful, production-ready AI solution that delivers measurable results for social workers and vulnerable residents. The "Hey Geraldine" AI assistant, named after therapy practitioner Geraldine Jinks with 35 years of experience, represents a groundbreaking approach to technology-enabled care that's garnering national attention.

Story Behind Hey Geraldine

The inspiration for Hey Geraldine came from a common workplace challenge: one expert being overwhelmed with requests for guidance. Geraldine Jinks, a therapy practitioner with over three decades of experience at Peterborough City Council, was constantly fielding questions about technology-enabled care from colleagues across adult social care teams. These interruptions, while valued by her colleagues, prevented Geraldine from focusing on complex cases and her core occupational therapy work.

Rather than accept this inefficiency, the council partnered with us to create an innovative solution: digitising Geraldine's expertise into an AI assistant that could provide instant, accurate advice 24/7.

Transforming Social Care Delivery

The results have been nothing short of extraordinary. Within 12 months of implementation, Hey Geraldine has completely eliminated waiting lists for technology assessments. Previously, vulnerable residents faced two-week delays, now they receive immediate guidance, enabling faster hospital discharges and safer independent living.

The AI assistant helps social workers navigate the complex landscape of assistive technology, from simple solutions like laminated notices to sophisticated equipment like "Beryl" the robotic cat that provide comfort to residents. More importantly, it doesn't just recommend council-provided equipment - it suggests creative uses of existing household items and privately purchasable alternatives, reducing overall service demand while improving outcomes.

Recognition and National Impact

Hey Geraldine's success has captured significant media attention, featuring on ITV News, BBC News, and earning recognition from the Local Government Association and AI.gov.uk. The tool was nominated for a Digital Transformation Award by the Municipal Journal, highlighting its effectiveness compared to more expensive alternatives.

The project's success has sparked international interest, with inquiries coming from as far as America after coverage on the BBC website. This attention reflects the tool's potential as a model for AI implementation in public services nationally.

Key Success Factors

What sets Hey Geraldine apart from failed AI projects is its human-centered approach. The development team prioritised:

• Front-line involvement: Social workers and occupational therapists were actively involved in testing and refining the system over four weeks of intensive feedback sessions

• Quality content: Rather than generic AI responses, Hey Geraldine draws from Peterborough-specific knowledge, including local service providers, funding arrangements, and community resources

• Iterative development: The team launched quickly with an imperfect first version, then rapidly improved based on user feedback - a departure from traditional lengthy development cycles

• Trust building: Maintaining Geraldine's name and reputation was crucial for staff adoption, creating a sense of familiarity and confidence in the technology

Technical Implementation and Maintenance

The initial development involved capturing Geraldine's knowledge through conversations and existing training materials, though this AI-assisted approach created some challenges with "hallucinations" - including amusing fictional additions like robot cat flaps. The team learned to organise content into themed documents covering specific topics like medication, bed sensors, and lifeline services, making updates more manageable.

Content maintenance has proven surprisingly low-demand after the initial setup period. Geraldine can quickly update information when services change - for example, when the local fire service updated their referral website - ensuring the AI always provides current, accurate guidance.

Measurable Outcomes

The quantifiable impacts demonstrate Hey Geraldine's success:

• Zero waiting lists for technology assessments (previously 2-week delays)

• Increased technology uptake across adult social care

• Reduced referrals as staff can now solve problems independently

• Improved continuity of care with fewer home visits required

• Significant cost savings through better resource allocation and prevention focus

  
  

Lessons for AI Implementation

Hey Geraldine's success offers valuable insights for organizations considering AI solutions :

• Know your audience: Understanding both staff needs and service demographics is crucial for relevant content

• Start with expertise: AI works best when augmenting existing knowledge rather than replacing human judgment

• Plan for iteration: Quick deployment followed by continuous improvement outperforms lengthy development cycles

• Maintain human oversight: The tool supports clinical decision-making but doesn't replace professional responsibility

• Consider local context: Generic AI solutions couldn't match the locally-tailored advice Hey Geraldine provides

Future Expansion

The council is exploring opportunities to extend Hey Geraldine to care agencies, day centers, and other partner organisations across Peterborough. With a proven model that can be implemented within six to eight weeks, other local authorities are expressing interest in adapting the approach to their communities.

Contact us if you'd like to join the next implementation cohort

The success of Hey Geraldine demonstrates that effective AI implementation in public services requires more than just technology - it demands deep understanding of user needs, commitment to quality content, and rec

ognition that the best AI solutions enhance rather than replace human expertise. For Peterborough's vulnerable residents, this means faster access to life-changing technology that helps them maintain independence and dignity in their own homes.

Watch the video discussion featuring Geraldine Jinks and Deputy Therapy Manager Megan English Stevens as they share insights from one year of Hey Geraldine implementation, covering everything from initial challenges to measurable outcomes and lessons learned.