Local Councils are concerned with matters close to our homes, such as building permits, roads, parks, libraries, waste disposal and many community services.
However, our modern day councils go so much further, providing a diverse range of quality facilities and services including art and cultural centres, regional sporting complexes, childcare centres, museums and galleries.
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Due to the diversity of services it is critical that councils embark on a strong integration strategy otherwise it becomes very difficult to provide a consistent, seamless set of services to the customer.
The instate council is being dictated by the digital demands by the customers. Customers are now expecting to interact and engage with councils using digital means whether that be mobile, websites, kiosks. For the older generation, councils want to still have the walk-in aspect that has been the main servicing channel for many years.
It’s not just the citizens that live in the community, it’s the workers, the people who go and fix the lights and the roads. They also want to interact in an efficient fast real time manner with the councils. This is all dictating how these services should be delivered.
These local governments are facing a new challenge of being economist activists along with serving their community.
This puts them in a unique situation where they cannot pick and choose their customer demographic or target market but still has an obligation to build a thriving community.
They need to understand the unique demands of the community but at the same time deliver that in an agile way thanks to the newer generations thirst for digital services. Being a local government also puts other statutory pressures such as town planning, environmental health, fire prevention.
While trying to modernise, governments can fall into the trap of creating data silos. Local governments that move from monolithic systems to cloud-based, best-of-breed, multi-vendor technologies have created a disconnect as many of these platforms were not built to communicate with each other.
Once departments sort out their integration woes they can unlock efficient services, data accuracy, real-time services, operational efficiency, adoption of cloud and 360 degree view of the customer. Tools like Boomi uniquely unlocks data in silos by providing a Master Data Hub which aggregates data from multiple different systems, cleanses the data then synchronises the data back to the satellite systems.
Low code, cloud-centric platforms allows institutions like councils who will not have a big IT department to deliver outcomes quicker and easier with less resources.
It also allows them to achieve cost savings as a truly cloud-based multi-tenanted platform provides all the benefits of the cloud at a low cost. For example, automated upgrades, centralised administration, predictive maintenance, autoscaling, crowd-sourced AI.
About this author
Andrew Zeon is the solutions consulting manager ANZ for Boomi, a Dell Technologies company. Boomi is a corporate member of the Which-50 Digital Intelligence Unit. Members provide their insights and expertise for the benefit of the Which-50 community. Membership fees apply.