Local Government

Transform Service Delivery Across Your Local Government

Local authorities face increasing pressure to minimise operational costs while meeting rising resident expectations for digital engagement.

Enghouse’s Contact Centre solution for government empowers agencies to modernise service delivery with resident-first design, scalable technologies, and collaborative infrastructure.

Support your frontline, back-office, remote workers, and residents through a unified digital engagement tool that ensures every interaction is consistent, secure, and outcome-driven.

Improve the resident experience with a fully integrated CX solution that promotes collaboration across all teams.
Support agents and staff with practical, modern tools

Engage Residents the Way They Want

Optimised Service Across Channels

Give residents the freedom to connect on their preferred channel, whether voice, video, chat, email, SMS, or social, while ensuring consistent, contextual service across every interaction.

Improved Resident Satisfaction with Self-Service Options

Enable residents to resolve issues on their own terms using AI-powered virtual agents, speech recognition, touch-tone IVRs, and secure web portals, reducing load on human agents and improving resolution and satisfaction.

Fully Integrated Operations

Break down silos by connecting your contact centre with mid- and back-office operations. Enable seamless collaboration between departments to resolve resident queries faster and more accurately.

Use Cases

Use Case

Solution Set

Applied Solution

Use Case

Everyday faster, more streamlined service with lower resource overhead

Solution Set

Omnichannel Contact Centre Customer Self Service Practical AI CRM Integration Knowledge System

Applied Solution

Distribute interactions across voice, email, chat, SMS, and social media. Back up FAQs and self-service on your website with AI-enhanced web chat with escalation to live agents. Connect your back-office CRM or database to give agents access to customer history to optimise engagements. Deploy Virtual Agents to ‘listen’ in and automatically prompt agents with trusted responses directly from your authorised knowledge base.

Use Case

Handling Surges in Resident Enquiries During Service Disruptions

Solution Set

Omnichannel Contact Centre Customer Self Service Practical AI

Applied Solution

Easily update queue messages on the fly to provide instant information to callers. Have non-voice channel options available via voice, email, chat, SMS, and social media to avoid bottlenecks on a single channel. Support agents and optimise their response with real-world AI tailored specifically for CX.

Use Case

Reducing Dependence on Frontline Staff for Routine Requests

Solution Set

Customer Self Service Practical AI

Applied Solution

Let residents access services, submit queries, and complete transactions 24/7 via AI-powered self-service tools like web portals, virtual agents and IVR, improving speed and convenience for residents while freeing agents to handle more complex needs.

Use Case

Meeting Regulatory and Budgetary Requirements While Improving Service Quality

Solution Set

Quality Management Workforce Management Automated Quality Management

Applied Solution

Give council leaders real-time visibility into activity and performance with integrated quality assurance, workforce management, and analytics. Monitor trends, ensure compliance, and optimise resources to deliver better outcomes at lower cost.

Use Case

Providing Accessible Support for Isolated or Vulnerable Residents

Solution Set

Omnichannel Contact Centre Practical AI Video as a Channel

Applied Solution

Offer inclusive, personal service with automatic chat translation, video engagement and custom mobile applications.

Resources for Local Government

Assets

eBooks and Guides

Local Government Customer Service Technology Guide

Local government customer service technology – how local authorities to achieve their objectives to lower costs and increase efficiency.

Case Study

Whangarei District Council (New Zealand)

These days, contact centers can operate from anywhere – even the cloud. When Whangarei District Council needed an urgent update to its telephony system across two contact centers, it called on specialist Enghouse Interactive to ring in the changes with a cloud-based Microsoft Teams solution.

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Case Study

Lockyer Regional Council

Lockyer Regional Council is a local government authority in South East Queensland, Australia whose contact centre's overarching objective is to deliver customer-centric service.

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Phone: 1-833-ENG-INTv (364-4688)

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Industry Vertical Solutions

Deliver Exceptional Resident Experience with Trusted Tools

Engage Residents the Way They Want

Optimised Service Across Channels

Improved Resident Satisfaction with Self-Service Options

Fully Integrated Operations