As universities face greater pressure and less budget, AI tools are reducing the repetitive workload to increase meaningful staff-student interactions

As AI continues its movement into the operational mainstream, businesses around the world are transforming their strategies.

ICS. AI is one of the UK’ s fastest-growing AI transformation companies, helping organisations move from‘ AI-curious’ to‘ AInative’. The company, founded in 2018, aims to revolutionise public service with its innovative technology, making a positive impact by shaping the future of digital governance.

Dr. Crispin Bloomfield, Chief Education Solutions Officer, works with education leaders across the sector. Cris has spent the last 30 years working in the education sector, before joining ICS. AI in 2025.

GOVERNED OPERATIONS

ICS. AI works with organisations to ensure they uphold accountability, ethics and realworld impact, particularly in sectors such as education, local government and housing. Its four core services for Education are; SMART: Front Door, SMART: Workforce AI, SMART: Agentic Back Office and SMART: Learn. Together, the SMART: Platform handles a range of enquiries across channels, augments employee productivity and automates end-to-end processes.

“ What sets us apart is our proven outcomes,” explains Cris.“ We’ ve helped

organisations realise millions in savings and operational benefits through AI experience of the people they serve.”

The company has developed an AI Target Operating Model, which helps organisations move from isolated AI experiments to embedding AI across the entire organisation in a coherent and governed way. As Cris explains:“ It’ s not a technology blueprint. It’ s an operating blueprint”.

“ In my years working in the sector, I’ ve seen too many institutions have pockets of pilots doing discrete little things. Our Target Operating Model is about addressing that and defining the people, processes, technology and governance an institution needs to operate AI sustainably and at scaled equitable access through our AI for All offering.”

TRANSFORMING A SECTOR

Higher education faces growing pressure from constrained budgets and rising expectations. Cris says:“ Institutions don’ t just serve students, they serve a diverse collective of individuals, groups and entities – ranging from students and staff to neighbours of the city, industry partners and a wealth of other individuals”.

“ The role of AI and automation is to serve that constituent need.” One of the core barriers staff are facing today is the amount of repetitive tasks required, limiting the