Using Digital Skills to Create Efficiencies in Social Care.

Simon Jones, Strategic Performance and Improvement Officer at Swansea Council, enrolled on the MSc in Leading Digital Transformation at USW to sharpen his digital skills and explore new ways to create efficiencies in social care.

“At the start of the course, I asked myself – could ChatGPT do my job?” he reflects. “Initially, that felt like a threat. But then I began to think about the repetitive parts of my role – particularly report writing. AI probably could do that, and maybe even better in some cases.”

The Project: Harnessing Explainable AI in Social Services

Inspired by modules and assignments on the MSc, Simon began to consider how AI – specifically Explainable AI – could support social services teams. He focused his project on using Retrieval Augmented Generation (RAG) to build a tool that could automate elements of report writing while maintaining the transparency and accountability essential in public services.

“Generative AI is a no-brainer,” says Simon. “But in social care, it can be difficult to sell. It’s a hands-on, human-focused area of work. People want to know how decisions are made – and traditional AI can be a black box. That’s why Explainable AI became so important.”

Shaped by the MSc and Design Thinking Principles

The MSc gave Simon the opportunity to shape, plan and deliver his project with input from expert faculty and academic insight. He found the design thinking module particularly transformative.

“It completely changed how I think about challenges,” he explains. “Design thinking encourages you to step outside of rigid structures and focus on people’s experience. I joined design networks and started learning how creatives tackle problems. In public services, we don’t always think this way – but we should.”

Building a Prototype to Meet Real-World Needs

Rather than wait for funding or buy-in, Simon decided to take action. He partnered with a developer to build a prototype Retrieval Augmented Generation-based tool that could generate reports using ring-fenced data and low-code technology.

“The existing tools on the market were too expensive and lacked transparency,” he explains. “We needed something we could understand and control. My prototype lets users see how the system works – and that builds trust. If you can’t explain how an AI tool reaches its conclusions, how can you justify using it to shape public policy?”

Adapting to Changing Circumstances

Simon had initially planned to embed the tool within Swansea Council, but when funding priorities shifted, he broadened his vision. He is now part of several national groups looking at strategic reporting across local authorities and the public sector more widely.

“I’ve joined the National Futures thinking group within the Office for the Future Generations Commissioner, and I’m involved in developing a reporting toolkit for Welsh local authorities. I’m introducing Explainable AI into both conversations.”

His focus is on creating consistent, efficient reporting processes that still respect the values of transparency and inclusion. “If more organisations can use these tools in the right way, we can save time and create better outcomes,” he adds.

The Bigger Picture

Simon believes the future of social care will include AI – but only if it's done the right way. “It should never replace human connection,” he stresses. “But it can reduce the burden of repetitive tasks, giving practitioners more time with the people they support. The key is building systems that are trusted, fair, and easy to access.”

A Holistic Approach to Digital Transformation

Looking back on the MSc, Simon says it changed how he approaches digital challenges – and that he would recommend the programme to others in the public sector.

“Practitioners have a unique perspective. It’s not about tech for tech’s sake – it’s about what people need. The MSc helped me see digital transformation as an ecosystem, where everything is connected. It gave me new ways to think, and the confidence to act.”