Local Government Contact Strategies: Time for a Rethink?

Dan Pearce from Telsolutions discusses how local authorities are modernising resident communications, collections and customer engagement. Local Authorities are seeing rising cost and declining effectiveness of post, changing customer expectations, fragmented legacy systems and the operational barriers to digital transformation.We discuss practical approaches including departmental pilots, verified RCS messaging, WhatsApp, robotic process automation and generative AI virtual assistants. Also explored are the forthcoming changes to council tax collection, the need for earlier and more proactive engagement, and how technology could help local authorities manage increasing service demand without corresponding increases in resources.More insights and videos at https://www.ro-ar.com