In today’s digital world, citizens expect the same seamless, fast and convenient experiences from their local council as they do from their favourite online retailers or banking apps. Yet, the reality is often a fragmented and frustrating journey. A simple request for a new bin can get lost in one system, while a library membership query is on another, a common symptom of a key internal challenge – siloed and disconnected systems.
This siloed approach puts a huge burden on staff. Council employees are forced to manually piece together information from multiple systems just to get a basic understanding of a citizen. Without a single, unified view, it’s impossible to provide proactive, personalised service that builds community trust. Instead of engaging with the community, your Council employees spend valuable time hunting for information instead of focusing on high-value support and engagement.
Councils are at a pivotal moment, ready to embrace modern solutions to address these challenges. A unified data platform is the foundation for more efficient, productive and personalised service delivery. Salesforce helps councils break down these internal silos by creating a single source of truth. We connect your existing legacy systems and new applications to unlock data that was once trapped in departmental silos. This gives you a complete, 360-degree view of every citizen, transforming fragmented data into trusted information, to deliver a connected citizen experience.
Once you have this unified data, you can leverage AI to automate and empower your team. For instance, Agentforce can deploy intelligent, autonomous agents that can handle routine inquiries or draft reports, freeing up staff to focus on high-value work and community engagement.
While the promise of AI is clear as a productivity multiplier for Councils, we understand that concerns about data security and a lack of in-house skills are very real. The good news is you don’t have to navigate this journey alone. Salesforce is working with local councils to help them build a more efficient, responsive, and successful future for their agencies and the communities they serve. By putting the citizen at the centre of your strategy and embracing a unified platform, you can transform how you serve them and meet the demands of a rapidly changing world.
Wherever you are on your modernisation journey, Salesforce is here to help. You’re invited to join us for our Local Government Summit at Salesforce Tower Sydney on 28 October, where we will explore this topic in more detail. Register now at: invite.salesforce.com/lginnovation.
