Client story Transforming Organisational Knowledge at Burdekin Shire Council
Client
Burdekin Shire Council is a regional Queensland council committed to delivering efficient, reliable and community-focused services. Like many councils, it manages a vast amount of information across policies, procedures, regulations and operational resources that employees, and citizens rely on every day.
Industry: Local Government
Challenge
Burdekin Shire Council's customer service teams needed quick access to accurate information while supporting residents across a broad range of enquiries. The council already had the information it needed. The challenge was that knowledge was spread across platforms such as websites, SharePoint locations, documents and internal resources, making it difficult to find quickly and consistently. New employees faced an even steeper learning curve, often needing to know where information lived before they could confidently assist customers.
Outcomes
Working with Insight, Burdekin Shire Council implemented Delta, an AI-powered knowledge agent that helps employees access trusted council information through natural language conversations to enable better citizen experience.
Key Outcomes
- Faster access to trusted organisational knowledge.
- Improved support for new employee onboarding.
- Reduced reliance on knowledge held by individual staff members.
- A scalable foundation for future AI initiatives across council.
Burdekin recognised that some of its most valuable knowledge existed not only in documents and systems, but also in the experience of long-serving employees. While experienced staff often knew where to find information, newer employees could spend significant time navigating multiple sources to locate the same answers.
To address this, Insight partnered with Burdekin to create Delta, an AI-powered knowledge agent designed to bring trusted information together into a single searchable experience. Using natural language, employees can ask questions and receive information sourced from approved council content, helping them locate relevant policies, procedures and operational guidance without manually searching across multiple repositories.
A critical part of the project involved identifying, validating and organising trusted sources of information. Working together, Insight and Burdekin consolidated knowledge from across the organisation and built customised topics to reflect the unique information requirements of a local government environment. The result was more than a chatbot. It became a central knowledge layer designed specifically around how council employees work.
Beyond improving information access, the project helped Burdekin take a practical first step into AI. With limited previous experience building AI agents, the council worked closely with Insight to understand how intelligent agents operate, how information should be structured, and how AI could be introduced responsibly into council operations.
The long-term value extends beyond customer service. Burdekin is already exploring how Delta can support future onboarding experiences and make organisational knowledge more accessible across the wider council. By creating a trusted, AI-ready knowledge foundation today, the council is positioning itself to scale future AI initiatives more effectively tomorrow.
For councils, AI is most powerful when it solves very practical problems: helping employees find the right information faster, reducing the burden of searching across systems, and giving teams more confidence when responding to residents. Solutions like Delta show how AI can strengthen the employee experience while directly supporting better citizen outcomes - faster answers, more consistent service, and a council workforce that can spend more time helping the com.munity rather than hunting for information”
John Jones
Practice Director, AI Business Solutions - Insight
Ultimately, Delta demonstrates how local governments can capture, preserve and scale organisational knowledge. Instead of knowledge living in disconnected systems or in the minds of individual employees, Burdekin now has a platform that makes critical information moreaccessible, more consistent and more sustainable for the future.
"Having an agent like Delta there to support staff is always good because you might go six months without getting a question about something, so having that reassurance that the information is current and accessible is really valuable." Eileen Devescovi, Client Services Manager, Burdekin Shire Council
This approach not only supports better service delivery today but provides Burdekin with a scalable platform for future innovation, employee enablement and AI-driven transformation.
Having an agent like Delta there to support staff is always good because you might go six months without getting a question about something, so having that reassurance that the information is current and accessible is really valuable.”
Eileen Devescovi
Client Services Manager, Burdekin Shire Council
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