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.
Search
Contact Us
Transform Service Delivery Across Your Local Government Organisation
Citizens expect fast, convenient, and digital-first services. At the same time, local authorities must do more with fewer resources.
You need to:
- Cut wait times by handling high call volumes more efficiently
- Connect every channel — voice, chat, and digital — into one seamless experience
- Empower staff with tools that simplify complex processes and reduce workload
- Build resident trust with secure, reliable, and transparent interactions
Your organisation can benefit from a unified engagement platform that keeps services consistent, accessible, and outcome-driven.
With Enghouse’s Contact Centre solution, you can:
- Improve the citizen experience with a fully integrated CX solution that promotes collaboration across all teams.
- Support and reduce pressure on staff through AI-powered self-service and automation.
- Improve accessibility with omnichannel engagement, including voice, chat, and digital channels.
- Strengthen trust by ensuring secure, compliant, and transparent interactions.
- Adapt quickly to demand with cloud-ready and on-premises deployment options.
Engage Citizens the Way They Want
Optimised Service Across Channels
Give citizens 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 Citizen Satisfaction with Self-Service Options
Empower citizens to resolve issues independently using AI-powered virtual agents (VAs). These agents can manage both chat and voice interactions, seamlessly integrating into existing web portals. By handling routine inquiries, they help reduce the workload on human agents and enhance overall service efficiency.
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
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 Citizen Enquiries During Service Disruptions
Solution Set
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
Applied Solution
Let citizens 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
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 Citizens
Solution Set
Applied Solution
Offer inclusive, personal service with automatic chat translation, video engagement and custom mobile applications.
Resources for Local Government
Assets
Case Study
Fingal County Council
Fingal County Council is an Irish local authority providing a wide range of services and facilities from roads and infrastructure to parks, open spaces, community centres, libraries and housing, supported by 1,400 staff.
Case Study
Case Study for Nottingham City Council | Contact centre
Nottingham City Council is a UK unitary authority that provides public services to the 330,000 residents. Its 6,500 staff are responsible for a wide range of services, from transport and education to leisure and social care.
Ready To Learn More?
Simply provide a few details and we will be in touch with you shortly.
Thank you!
You have successfully subscribed to our newsletter.
Sign up here to watch your selected video as well as gain access to the other videos listed here
Sign up here to watch your selected video
Sign up here to watch the videos as well access to more Tips 'N' Tricks videos
Get your free download