100% UK Data Hosting
All conversation data, documents, and AI training is hosted exclusively in UK data centres. No cross-border data transfers, ever. Fully aligned with UK GDPR, UK DPA 2018, and government data residency requirements.
Built for the unique demands of public service
Public sector organisations face pressures that off-the-shelf chat tools simply aren't designed for: data residency obligations, freedom-of-information implications, accessibility mandates, high-volume contact periods, and the expectation of complete accountability for every interaction.
IMSupporting was engineered from the ground up for exactly these requirements. Every conversation is stored exclusively in UK data centres, every interaction is logged in an immutable audit trail, and every element of the platform meets the accessibility standards that government services must achieve.
Our hybrid AI model means that the AI handles routine, high-volume enquiries 24 hours a day, while your human staff focus on complex cases and situations that genuinely need their expertise — reducing operational cost without reducing service quality.
See all featuresWhy public sector teams choose us
80%
of enquiries resolved by AI without human involvement
24/7
public access including nights, weekends & bank holidays
100%
UK-hosted — no data ever leaves the United Kingdom
<30s
typical AI response time for routine public enquiries
Trusted across the public sector
From frontline policing to NHS patient services, IMSupporting supports the full breadth of UK public sector contact.
Police & Law Enforcement
Triage 101 non-emergency reports, answer public FAQs, route to specialist departments, and automatically detect emergency keywords to prompt 999 escalation.
View police case studyNHS & Healthcare
Answer appointment, referral, and general health enquiries 24/7. Safely triage patient contacts and ensure that clinical safety escalation pathways are enforced at every stage.
View healthcare use caseLocal Councils & Authorities
Handle council tax enquiries, bin collection, planning applications, housing repairs, and resident complaints — all from a single integrated platform with departmental routing.
View councils use caseCentral Government & Agencies
Support citizens with benefits, licensing, permits, and service applications at scale. AI handles high-volume transactional enquiries while agents handle sensitive and complex cases.
Speak to our teamFire & Rescue Services
Manage community enquiries, home fire safety checks, business compliance questions, and public information requests while routing genuine emergencies to voice immediately.
Speak to our teamEducation Authorities
Support school admissions, SEND enquiries, term dates, transport, and parent communications at scale — with multi-language support and an AI trained on your specific local authority data.
View education use caseEverything public sector needs — nothing it doesn't
Purpose-built features for the compliance, accountability, and accessibility requirements of UK government and public service organisations.
Cyber Essentials Certified
The platform holds Cyber Essentials certification, aligning with the UK government's baseline cyber security standard and meeting the requirements expected of suppliers to public sector organisations.
Immutable Audit Trail
Every message, every action, every operator interaction is timestamped and logged with a complete, tamper-evident audit trail. Supports FOI compliance, safeguarding reviews, complaints investigations, and formal accountability requirements.
WCAG 2.1 AA Accessible
The public-facing chat widget fully meets WCAG 2.1 Level AA accessibility requirements — a legal obligation for public sector digital services under the Public Sector Bodies Accessibility Regulations 2018.
Safeguarding & Emergency Escalation
Configurable emergency and safeguarding keyword detection alerts human staff immediately and prompts the user to contact appropriate emergency services. Critical for police, NHS, and social services deployments.
Multi-Department Routing
Route citizen contacts to the right team instantly — whether that's housing, licensing, tax, waste, or a specialist safeguarding unit. Each department has its own queue, AI knowledge base, and escalation rules within a single deployment.
AI Trained on Your Knowledge
Upload your own handbooks, service guides, policies, and FAQs to train the AI on your organisation's specific knowledge. The AI stays within the bounds of what it has been taught, reducing the risk of hallucinated or inaccurate responses.
24/7 Public Access
The AI handles citizen contacts around the clock including nights, weekends, and bank holidays. When your team is available, complex cases are seamlessly handed to a human operator with full conversation context already captured.
Governance & Reporting
Real-time and exportable reports on contact volume, resolution rates, response times, satisfaction scores, and AI vs. human handling split. Everything you need to demonstrate value and meet performance framework obligations.
Security & compliance you can rely on
Every element of IMSupporting is designed for the compliance requirements of UK public sector organisations. We don't bolt compliance on — it is built into the architecture.
UK-Only Data Hosting
All data processed and stored exclusively in UK data centres. Zero third-country transfers.
UK GDPR & DPA 2018
Full compliance with UK GDPR and the Data Protection Act 2018. Data processing agreements available for all clients.
Cyber Essentials
Certified against the UK government's Cyber Essentials framework — a requirement for many public sector supplier contracts.
Role-Based Access Control
Granular permission levels ensure staff see only what they need. Full separation between departments and data types.
End-to-End Encryption
All data in transit and at rest is encrypted using industry-standard protocols. TLS 1.3 in transit, AES-256 at rest.
WCAG 2.1 AA Compliant
Meeting your legal accessibility obligations under the Public Sector Bodies Accessibility Regulations 2018.
Ready to modernise citizen contact?
Book a personalised demonstration with our public sector specialists. We'll walk through a deployment scenario tailored to your organisation's contact types, compliance requirements, and service structure.
Frequently asked questions
Is IMSupporting suitable for organisations that handle sensitive citizen data?
Yes. The platform was designed specifically for environments where data sensitivity is high. All data is stored in UK data centres, all conversations are fully audited, and role-based access controls ensure that staff only see what they need. We offer data processing agreements and can support your Data Protection Impact Assessment (DPIA) process.
How does the AI stay accurate when answering citizen questions?
The AI is trained on documents and knowledge bases that you upload — your own service guides, policies, FAQs, and handbooks. It is configured to stay within the bounds of what it has been taught and to escalate queries it cannot confidently answer to a human operator. This RAG (Retrieval-Augmented Generation) approach dramatically reduces the risk of inaccurate or hallucinated answers.
What happens when someone in crisis contacts us through chat?
The platform includes configurable safeguarding and emergency keyword detection. When a keyword or phrase associated with immediate risk is detected, the system instantly alerts a human operator and presents the user with appropriate crisis resources and emergency service contact details. Keyword lists are fully customisable and specific to your organisation and sector.
Can different departments or teams have their own separate chat queues?
Yes. IMSupporting supports unlimited department-level queues within a single deployment. Each department can have its own operator team, AI knowledge base, escalation rules, opening hours, and satisfaction feedback stream. Senior managers retain a unified cross-department analytics view while maintaining strict data separation between teams.
How long does it take to deploy for a public sector organisation?
A basic deployment — including chat widget, AI setup with your knowledge base, and operator accounts — can typically be completed within days. Full enterprise deployments involving multiple departments, custom workflows, and integration with existing systems are scoped on a project-by-project basis. We provide a dedicated implementation specialist for all public sector clients.
Is there a procurement route suitable for public sector purchasing?
We are happy to support public sector procurement processes including direct award and competitive tender. Please contact our sales team to discuss your specific procurement requirements and to obtain necessary documentation including security questionnaires, data processing agreements, and compliance statements.