Smarter Public Service Delivery with Great Wave AI at the Insolvency Service

The Insolvency Service logo

Introduction

The Insolvency Service is an executive agency of the UK government that supports individuals and businesses in financial distress. Facing growing demands across departments, the organisation was looking for practical ways to apply Generative AI to improve efficiency and service delivery. Partnering with Great Wave AI, the Insolvency Service is developing a series of focused GenAI solutions designed to streamline operations, reduce workload, and deliver measurable outcomes.

Enhancing Case Worker Efficiency

  • Problem: Case workers require quick access to procedural guidance, scenario-specific advice, and best practices.
  • Solution: A GenAI agent provides on-demand, accurate information.
  • Impact:
    • Faster case resolution
    • Reduced reliance on central support
    • Accelerated training and onboarding
    • Improved resource utilisation

Optimising HR Operations

  • Problem: High volume of complex, policy-heavy HR queries.
  • Solution: A dedicated GenAI agent handles questions on leave, onboarding, and policy interpretation.
  • Impact:

    • 42% reduction in HR team workload
    • Immediate, accurate HR query responses
    • Increased HR capacity for strategic work

Transforming Citizen Services

  • Problem: High workload in responding to routine citizen queries.
  • Solution: Customer-facing GenAI agent supports call centre and digital teams.
  • Impact:

    • 74% reduction in time to respond to customer queries
    • Faster, more accurate responses
    • Reduced manual load on staff
    • Consistent citizen experience

Automating Court-Ready Report Generation

  • Problem: Manually compiling timelines from mixed documents for court reports is time-consuming.
  • Solution: GenAI agent extracts events from documents (e.g. witness statements, Companies House records) to generate structured timelines.
  • Impact:
    • Time saved in report compilation
    • Enhanced accuracy and standardisation
    • Improved legal preparation

Overall: Improved employee task satisfaction (from 6.6/10 to 8.1/10)

Process

1. Discovery and Needs Assessment

The Insolvency Service and Great Wave AI collaborated to identify high-impact use cases across casework, HR, citizen support, and legal reporting. Each solution is designed to address a clear operational need and deliver measurable improvements across teams.

2. Development

Great Wave AI’s team worked with the Insolvency Service to develop GenAI agents, the first being released within 3 weeks, demonstrating the platform’s ability to streamline knowledge access, reduce manual workload, and improve service responsiveness across key functions.

3. Training and Support

Great Wave AI provided hands-on training and collaborative development support, enabling the Insolvency Service’s teams to confidently use and iterate their own AI agents within day-to-day operations.

Conclusion

Great Wave AI’s work with the Insolvency Service has delivered measurable impact across departments by improving case worker efficiency, streamlining HR operations, enhancing citizen services, and automating court report generation. Each solution has reduced workload, improved accuracy, and accelerated service delivery, demonstrating clear value and creating a strong foundation for wider adoption of AI across government.

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