Generation-e

Industries / Local government

Answer residents' calls after the service centre closes.

Residents ring at night about things like a barking dog, a bin that wasn't collected or a parking fine they want to dispute. An AI agent can deal with the routine requests, pass urgent ones straight to a person, and leave the rest for your officers the next morning.

Talk to us about after-hours calls
A council officer helps an older resident at the customer service counter while a colleague behind her takes a call. Illustrative image.

Residents' details pass through calls, meetings and council records.

Residents ring the service centre, councillors meet in the chamber, and staff work from the civic centre, libraries and depots. The records behind all of it carry residents' names and addresses.

Calls, meeting rooms and Copilot all run on the same network and Microsoft 365 tenant. We work across every layer, so when something fails between them, we don't hand it back to your IT team.

Start the AI agent on requests residents are happy to hand over.

Logging a missed bin is a good first task for an AI agent. A complaint about a neighbour's dog may need an officer, so the agent can take the details and book a call back for the next morning. Add harder requests once residents and staff trust it.

To log anything, the agent needs access to your customer request system. Once we've checked what your system allows, we connect the two. We build the agent on Microsoft's contact-centre tools or NICE, our contact-centre partner, depending on the size of your centre.

Explore contact centres
A receptionist wearing a headset answers a call at a timber front desk. Illustrative image.

Check who can open council records before Copilot goes council-wide.

Copilot draws on the Microsoft 365 files a person already has permission to open. Planning objections, animal complaints and rates hardship requests can sit in team sites any staff member can open.

We find the oversharing, apply Microsoft Purview labels and retention to the council records you keep in Microsoft 365, then help staff beyond the executive team use Copilot.

See what a Copilot readiness assessment covers

Make council meetings work for the people joining by video.

Council and committee meetings can have councillors, staff or residents joining remotely. They need to see who's speaking in the chamber and hear the debate clearly.

We design chamber and meeting-room technology around that, connect it to Teams and your network, and support it after installation.

Explore audio visual
A man working from home sees a whole meeting room squeezed into one small video tile, beside large tiles of single remote faces. Illustrative image.

More for councils

Some of the councils we work with

  • The Hills Shire Council
  • Glen Eira City Council
  • Orange City Council
  • Manningham Council
  • City of Canada Bay
  • Cardinia Shire Council
  • Cumberland Council
  • Inner West Council
  • Georges River Council

Tell us when your phones go unanswered.

Share your service hours, the channels residents use and the requests that fill the queue. We'll call to talk through which requests an AI agent could answer after hours, then propose a contact centre AI value assessment. We agree its scope and cost with you before it starts.

Ask about a contact centre AI value assessment