Re-imagining local public services through AI

Guest blog by Afshin Attari, Senior Director of Public Sector at Exponential-e #DigitalLocalGov

Afshin Attari

Senior Director of Public Sector, Exponential-e

For many residents, the local authority contact centre remains the main entry point for their local public services. Yet the scale and complexity of what the frontline teams must handle daily would be a challenge in any commercial context.

A frontline agent could face dozens of different types of enquiries a day, each one requiring contextual understanding, fast access to accurate data, and a calm, empathetic approach.

The task, then, is delivering timely, effective responses at a time when both human resources and financial headroom are diminishing. Add to that the growing vulnerability of citizens seeking support, and the emerging complexity of local government reorganisation, and it becomes clear that the traditional contact centre model cannot meet expectations on its own.

AI to support, not replace

In a Local Government Association report, released earlier this year, 95% of local councils claimed that they were using or exploring AI.

There is, understandably, some trepidation when it comes to AI adoption. But these fears risk obscuring the real opportunity: using AI to surface the right data, at the right time, in the right format, so that the human on the end of the line can focus on what they do best.

The result? First-contact resolution rates improve, hold times drop, staff are less overwhelmed, and citizens get answers instead of further referrals.

This is where AI can hold add real value to councils within the contact centre as a critical enabler of their success.

Connecting with citizens

Modern contact centres must be multichannel by default to avoid digital exclusion. Phone calls remain vital to service an entire community made up of different demographics, particularly for complex or sensitive issues, but residents increasingly expect service availability across email, webchat, SMS, and social platforms as well.

This shift isn’t just generational - it’s circumstantial. Vulnerable users may find it easier to chat than call and others may seek assistance outside of core hours via email or other 24/7 channels.

It's only through integrated, AI-enhanced platforms that such seamless continuity becomes possible.

Immediate insights

Historically, local authorities have had to manage service quality reactively, spotting issues only after complaints or performance metrics were reviewed days or weeks later.

AI offers an entirely new model. With the right tools in place - data on wait times, call transfers, resolution rates, and citizen satisfaction can be accessed via live dashboards and acted upon in real time.

In a sector where public trust and service equity are paramount, this level of insight is invaluable.

Getting the data house in order

Of course, technology is only one part of the puzzle. For AI to deliver on its promise, local government organisations must first consolidate disparate systems, enforce rigorous governance policies, and ensure data is clean, secure, and accessible.

Many councils are already on this journey, often as part of broader cloud transformation initiatives. The contact centre, with its rich stream of citizen interaction data, is arguably the most strategic starting point for AI implementation.

Liberating the human touch

Ultimately, the success of AI in local government contact centres won’t be measured by how many queries it can automate, but by how effectively it empowers staff to deliver better outcomes for citizens.

By handling the heavy lifting, AI frees agents to focus on empathy and problem-solving where those human qualities are irreplaceable.

The AI-powered contact centre is not a distant ambition. It is here. And for local government, it might just be the most transformative step they can take in delivering an improved, fairer, and more efficient local public services.

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