AI at Total Drive

At Total Drive, we use Artificial Intelligence (AI) to improve our products, enhance customer support and help our team work more efficiently.

AI Governance Policy

At Total Drive, we use Artificial Intelligence (AI) to improve our products, enhance customer support and help our team work more efficiently.

We recognise that AI creates both opportunities and responsibilities. This policy explains how AI is governed within Total Drive and the controls we have in place to ensure AI is used safely, responsibly, transparently and in accordance with applicable laws and regulations.

Our approach is based on the principles of accountability, transparency, human oversight, data protection, security, fairness and continuous improvement.

Governance Principles

When using AI, Total Drive is committed to:

Accountability

AI systems and tools used within Total Drive remain subject to human responsibility and oversight. Accountability for decisions always rests with Total Drive employees and management, not AI systems.

Transparency

We will be transparent about where AI is used and make it clear when customers are interacting with AI-powered functionality.

Human Oversight

AI is used to support decision-making and productivity. Important business, customer, support, product and operational decisions remain subject to human review and approval.

Privacy and Data Protection

AI must be used in a manner consistent with UK GDPR, the Data Protection Act 2018 and our Privacy Policy. Personal data will only be processed where appropriate safeguards and controls are in place.

Security

AI tools must be used in accordance with our information security requirements. Confidential information, credentials, payment information and sensitive business data must be protected at all times.

Fairness and Accuracy

AI-generated outputs are reviewed by appropriately trained team members before being relied upon. We recognise that AI systems can make mistakes and may occasionally generate inaccurate or incomplete information.

Continuous Improvement

We regularly review our use of AI, emerging risks, legal developments and technological changes to ensure our governance framework remains effective.

How Total Drive Uses AI

AI may be used across various areas of our business, including:

Product Development

  • Assisting developers with coding and software testing.
  • Identifying bugs, performance issues and potential security vulnerabilities.
  • Supporting the development of new features and product improvements.

Customer Support

  • Analysing support requests to identify trends and common questions.
  • Helping support staff locate relevant information more efficiently.
  • Providing assistance through our AI-powered chatbot.

Knowledge Management

  • Searching and analysing documentation and support content.
  • Improving help articles and knowledge base resources.
  • Identifying gaps in available guidance.

Business Intelligence and Reporting

  • Analysing customer feedback and product usage trends.
  • Supporting internal reporting and business planning.
  • Identifying opportunities to improve products and services.

Content Creation

  • Assisting with drafting help guides, release notes, training materials and customer communications.
  • Producing draft content for review by appropriate team members.

Future Product Features

As Total Drive evolves, AI may be incorporated into future products and services to help driving instructors save time, improve lesson management and gain deeper business insights.

Any future AI-powered functionality will be subject to appropriate risk assessment, testing, review and governance processes before release.

Our AI Chatbot

The chatbot available on our website is powered by Artificial Intelligence.

To improve reliability and consistency, the chatbot relies solely on information contained within the Total Drive Knowledge Base. It does not generate responses using information sourced from external websites or unpublished third-party content.

The chatbot is intended to help users locate relevant information and support resources more quickly.

To ensure transparency, the chatbot displays an AI identifier when users are interacting with AI-generated responses.

Where appropriate, customers may contact a member of the Total Drive team for additional support.

Staff AI Use Policy

All employees, contractors and authorised users must comply with this policy when using AI tools.

Personnel must:

  • Use only approved AI tools and services for business purposes.
  • Review AI-generated outputs before use.
  • Verify important information for accuracy.
  • Exercise professional judgement when using AI-generated recommendations.
  • Report any significant AI-related issues, risks or concerns.

Personnel must not:

  • Enter confidential customer information into unauthorised AI tools.
  • Enter passwords, API keys, security credentials or payment information into AI systems.
  • Rely on AI outputs without appropriate review.
  • Use AI to make final decisions relating to customers, employees or suppliers without human oversight.
  • Use AI in any manner that is unlawful, discriminatory, misleading or inconsistent with Total Drive values.

Failure to comply with this policy may result in disciplinary action or removal of access to AI systems.

Risk Management and Review

Total Drive maintains oversight of AI usage through:

  • Periodic review of AI tools and suppliers.
  • Monitoring of emerging legal, regulatory and security developments.
  • Assessment of privacy, security and operational risks.
  • Review of significant AI-enabled product features before release.
  • Ongoing evaluation of AI effectiveness and customer impact.

Where appropriate, risk assessments and data protection impact assessments may be conducted before introducing new AI-enabled processes or services.

Incident Reporting

Any employee who becomes aware of:

  • Inaccurate or misleading AI outputs;
  • Security concerns;
  • Potential data protection issues;
  • Unexpected AI behaviour; or
  • Customer complaints relating to AI,

must report the matter to management as soon as reasonably practicable for investigation and remediation.

Policy Ownership and Sign-Off

Policy Name: AI Governance Policy
Policy Owner: Total Drive Software Ltd
Approved By: Tom Wotton Managing Director
Version 1.0
Effective Date: 01/06/26
Next Review Date: 01/06/27
Review Frequency Annually or upon significant regulatory or technological change

This policy has been approved by senior management and forms part of Total Drive’s governance framework.

Team Acknowledgement

All employees and contractors using AI systems as part of their role are required to read and comply with this policy.

By acknowledging this policy, team members confirm that they:

  • Understand the permitted use of AI within Total Drive.
  • Understand their responsibilities regarding privacy, security and accuracy.
  • Will exercise appropriate human judgement when using AI-generated outputs.
  • Will comply with this policy and associated company procedures.

Policy Review

This policy will be reviewed at least annually and updated whenever significant changes occur to:

  • AI technologies used by Total Drive;
  • Applicable legal or regulatory requirements;
  • Data protection obligations;
  • Security requirements; or
  • Business operations.