Six Steps for Improving Contact Centre Productivity in Local Government

Local government leaders face a daily challenge to deliver more services with fewer resources, all while keeping citizens informed, supported, and satisfied. Rising expectations from communities, combined with budget pressures, leave little room for inefficiency.

That’s why so many councils are turning to conversational AI. It’s more than just automation—it’s a smarter way to connect citizens with the information and services they need, whenever and however they choose to engage.

For contact centre leaders and IT teams, conversational AI offers a real opportunity to achieve faster resolutions, more accessible services, and refocus resources to handle complex, high-value enquiries.

Here are six powerful ways conversational AI is already reshaping the citizen experience in UK local government.

1. Route it! Direct citizens to the right team, faster.link to this section

Traditional call-routing systems force citizens through menus, long waits, and repeated transfers. Conversational AI changes that.

Instead of pressing buttons, citizens simply state what they need—“report a pothole,” “book a bulky waste collection,” or “make a payment.” AI understands the request and instantly routes them to the right team or provides the answer directly.

This dramatically reduces wait times and misdirected calls, while ensuring agents spend their time handling the enquiries that require human judgment and empathy. Adopting AI in contact centres has seen up to 55% reductions in customer wait times, transforming service delivery.

2. Report it! Capture issues before they escalate.link to this section

Small problems can quickly escalate into costly repairs or safety risks if not reported early.

From fly-tipping to broken play equipment or flooding on local roads, Conversational AI provides a simple, always-available way for citizens to raise issues. Whether by phone or webchat, AI collects the details, passes them to the right department, and raises tickets automatically.

This ensures faster responses and helps keep communities safe and well-maintained.

3. Ask it! Provide instant answers to routine questions.link to this section

Every council contact centre handles hundreds of routine queries every day:

• “When is bin collection this week?”
• “How do I apply for a parking permit?”
• “Where do I register a change in circumstances?”

Conversational AI resolves these enquiries instantly across both voice and digital channels, using libraries of preconfigured responses. Enriched by ongoing analytics, councils continuously evolve their self-service capabilities.

In one London borough, AI already manages over half of tax-related enquiries, proving just how much pressure can be relieved from overstretched contact centre teams.

4. Recycle it! Remove confusion, drive sustainability.link to this section

Citizens often want to recycle more but lack clear guidance on what can be recycled and how. Confusion leads to contamination, missed targets, and higher costs for councils.

AI removes confusion, providing instant and accurate information about disposing of specific items, bin collection schedules, or local drop-off points. This not only helps the environment, it also helps councils cut costs, boost recycling rates, reduce landfill, and take meaningful steps towards achieving the government’s 65% recycling target by 2035.

5. Book it! Simplify appointment scheduling.link to this section

From housing inspections to social care and discussing educational needs, scheduling appointments is often more complicated than it should be. Citizens must call during office hours, wait in queues, and coordinate back and forth with staff.

Conversational AI simplifies the process and improves accessibility. Citizens can book, check, or reschedule appointments 24/7 through voice or digital channels. The system automatically asks the right questions, checks availability, and confirms bookings. The result: smoother scheduling and fewer missed appointments.

6. Ballot it! Support fair and accessible elections.link to this section

Running elections places a huge burden on local councils. Citizens need guidance on registration and candidates, as well as accurate information on where, when, and how to vote.

Routing routine enquiries through Conversational AI provides a trusted, always-on resource for citizens. Citizens can get the answers they need instantly, through the channel of their choice. Inbound call volumes are reduced, and round-the-clock access ensures smoother election days and helps increase voter participation.

Ready to take the next step?link to this section

Conversational AI is no longer a future aspiration—it’s here, and councils across the UK are already seeing the benefits.

📘 Download our guide: 6 Ways Conversational AI Can Support Local Government to explore case studies, practical examples, and insights into how your council can build its own AI journey.

Because when technology works hand-in-hand with people, local government doesn’t just keep pace with change—it leads it.