Live Chat for UK Public Sector
Councils · NHS · Police · Universities
Hybrid AI live chat software designed for public sector accountability, security, and accessibility standards. UK-hosted, GDPR-compliant, built with accessibility in mind and procurement-ready.
No credit card required. Procurement documentation available on request.
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Why UK Public Sector Needs Specialist Live Chat
Generic consumer live chat tools are built for sales conversion, not public service delivery. UK public sector organisations need something different.
Legal Compliance Obligations
Public bodies are subject to UK GDPR, the Data Protection Act 2018, Freedom of Information Act, Public Sector Bodies Accessibility Regulations, and sector-specific standards (NHS IG Toolkit, Policing Data Standards, higher education frameworks). Standard commercial chat products rarely meet these obligations by default.
Accessible for All Citizens
GOV.UK guidance says public sector websites should meet WCAG 2.2 AA under the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018, and a chat widget you pay for is part of your website. Inside our chat window, new messages are announced to screen readers and controls are labelled and large enough to tap; for the most accessible start, open chat from your own labelled link.
Value for Public Money
Hybrid AI handles high-volume repetitive enquiries (bin day, council tax, opening hours, application status) automatically, reducing call centre pressure and freeing staff for complex cases. Measurable cost reduction with transparent monthly pricing - no per-seat complexity.
Security by Design
Cyber Essentials certification, UK data centres, TLS 1.3 encryption, operator and administrator roles, 90 days of audit logs, and ICO registration. Chat data is stored in the UK, Human Only mode switches AI off for services that need it, and on Enterprise AI processing can run entirely in the UK. This meets the NCSC's baseline security recommendations for public sector organisations.
24/7 Digital Service Delivery
Citizens expect services to be available outside 9-to-5. The AI answers routine enquiries around the clock from your published policies and FAQs, while your team focuses on complex, high-value interactions during working hours.
Procurement Ready
Data Processing Agreement, security questionnaire pack, Cyber Essentials certificate, ICO registration documentation, and accessibility statement are all available for procurement teams. We'll support your procurement route under the Procurement Act 2023.
Councils and local authorities
For councils, IMsupporting answers high-volume resident questions such as bin collections, council tax and planning from your own guidance, sends sensitive journeys such as homelessness, safeguarding and housing repairs straight to officers, and opens chat when officers are online. Chat data is stored in UK data centres; on standard plans, when AI features are on, chat text is processed by OpenAI outside the UK, and on Enterprise the AI can run in the UK instead.
See live chat for councils for council services, AI governance, accessibility, the Welsh Language Standards, pricing and cited statistics.
Information Governance Essentials
- Chat data stored in UK data centres
- Cyber Essentials certified
- Data Processing Agreement available
- ICO registered data processor
- Role-based access control and audit logs
- Retention agreed in your data processing agreement, or fully configurable on Enterprise
- Accessibility features inside the chat window
- Sub-processors listed in your data processing agreement
Live Chat for NHS & Healthcare
Handle appointment queries, GP registration, prescription requests, and service information - with chat data stored in UK data centres and AI features you can switch off.
What the AI can handle:
- Appointment booking and rescheduling guidance
- Opening hours and location information
- GP registration process queries
- Service eligibility and referral information
- Prescription request signposting
- Triage to appropriate human staff
Live Chat for Police 101 & Non-Emergency Services
Reduce demand on 101 call lines by handling non-emergency police reporting and information queries through a secure, accessible digital channel - with clear escalation paths for genuinely urgent situations.
Non-emergency use cases:
- Reporting minor crimes (theft, criminal damage) online
- Lost property guidance and reporting
- Community policing information
- CRB/DBS check signposting
- Vehicle crime reporting (if not in progress)
- Firearms licensing queries
- Clear escalation to 999 for emergencies
Always prominently display 999 for emergencies. The AI is configured never to advise on life-threatening situations without an immediate 999 redirect.
Security Credentials for Emergency Services
UK government-backed certification of core security controls
All data encrypted in transit and at rest
Chat data stored in the UK; AI can be switched off
Searchable log of sign-ins and account changes
Role-based access controls with least-privilege principles
Live Chat for UK Universities & Colleges
Handle the peak-load admissions season, student support queries, and day-to-day information requests without scaling your human team up and down every year.
Admissions Queries
UCAS process, clearing, entry requirements, application status - all handled 24/7 during peak admissions seasons.
Student Accommodation
Halls availability, application deadlines, room type queries, and maintenance requests handled via AI or routed to accommodation teams.
Student Wellbeing
Signpost to mental health services, disability support, counselling, and Student Union resources - with clear escalation to human advisers for sensitive cases.
Student Finance
Student loans, bursaries, hardship fund information, repayment guidance - AI provides accurate information from your published policy documents.
Library & IT Support
Opening hours, access queries, resource availability, printing credits, VPN access - high-volume repetitive queries handled automatically.
Campus Information
Event information, room bookings, campus maps, transport links, parking - reducing demand on receptionists and admin staff.
Compliance & Procurement Documentation
We understand public sector procurement. Here is what we can provide to support your evaluation and approval process.
Cyber Essentials Certificate
Current certificate under the UK government-backed scheme covering five core technical controls.
Data Processing Agreement (DPA)
UK-law governed DPA identifying sub-processors, data handling obligations, and breach procedures.
ICO Registration Details
UK ICO registration number and scope confirming lawful data processing status.
Accessibility Information
Details of the chat window accessibility features and known limitations, for your own accessibility statement.
Security Questionnaire
Pre-completed standard security questionnaire suitable for public sector IT reviews.
Data Flow Diagram
Technical diagram showing where data is processed, stored, and transmitted, including AI and email sub-processors.
Request Your Procurement Pack
Email us with your organisation name and we will send all the documentation listed above, pre-completed and ready for your procurement team, within one business day.
Request Procurement PackOr email: sales@imsupporting.com
Why IMSupporting for UK Public Sector?
Facts, not claims. Everything below is verifiable.
UK Company
Incorporated in England and Wales. Based in Gloucester. ICO registered.
Cyber Essentials
Current UK government-backed certification. Required for central government contracts that involve personal data.
DPA Ready
UK-law DPA available before you sign up. No surprises in procurement.
Accessibility Focused
Screen reader announcements, labelled controls and large tap targets inside the chat window.
Since 2015
10+ years supplying UK organisations. Not a VC-backed startup at risk of closure.
From £49.99/mo
Transparent pricing. No per-seat tiers. No separate AI add-on costs.
Public Sector FAQs
Can we buy IMSupporting through a framework?
Yes. You can buy through BlueLight Commercial's procurement portal or through our partner framework vendors. Contact us for details of the route that suits your organisation. Our procurement documentation (Cyber Essentials certificate, data processing agreement, ICO registration and security questionnaire) also supports direct procurements below the threshold under the Procurement Act 2023.
Can IMSupporting be used for citizen data under UK GDPR?
Yes. IMSupporting is designed to handle citizen personal data under UK GDPR and the Data Protection Act 2018. Chat data is stored in UK data centres. On standard plans, when AI features are switched on, chat text is processed by our AI provider, OpenAI, outside the UK; on Enterprise, AI processing can run entirely in the UK, for example on Azure OpenAI in UK South, without training on your data or storage by the AI provider. The company holds ICO registration, and a data processing agreement identifies all sub-processors and their obligations. We support you in handling data subject requests, such as access and erasure, under that agreement.
Does the chat widget meet the Public Sector Bodies Accessibility Regulations?
A chat widget you pay for is part of your website under the regulations, so include it in your own accessibility testing and accessibility statement. Inside the chat window, new messages are announced to screen readers, the message box and send button are labelled, controls meet the WCAG 2.2 minimum target size and reduced-motion settings are respected. For the most accessible start, open chat from your own labelled link or button using your Direct Chat Link.
Can police forces use IMSupporting for non-emergency 101 services?
Yes, for non-emergency contact only. The platform suits online reporting guidance, community information and service enquiries. Forces start journeys with a danger question and 999 guidance and send anything involving risk straight to trained handlers; the AI agent answers routine questions but doesn't assess risk. Contact us to discuss your force's requirements.
What happens to data if we cancel the contract?
During your subscription you can export reports as CSV and send transcripts to your own systems by email or webhook. After contract termination, data is retained for 30 days to allow reactivation, then deleted as set out in your data processing agreement.
Ready to Improve Public Services with AI?
Start a free 30-day trial or request a procurement pack for your organisation.
UK company · UK data centres · Cyber Essentials · ICO registered · DPA available
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