Local government and authorities sit at the frontline of public service—and they deserve tools that match the scale of their responsibility. Our solutions are designed specifically for the demands of local government: fast-moving, people-focused and under pressure to do more with less. We help local authorities cut through complexity with systems that connect departments, streamline internal workflows and open up new ways to reach and engage citizens. No off-the-shelf fixes—just smart, secure tech that reflects how local services really work and the communities they serve.
of customers rate an "immediate" response as essential or very important when they have a customer service question.
of people want to see the government deliver a fully digital suite of online public services.
of local government leaders believe they are "occasionally or consistently" exceeding expectations for a customer-centric experience.
A strong digital foundation is no longer a nice-to-have—it’s essential for delivering efficient, reliable public services. When systems are slow or outdated, it affects everything from internal workflows to the experience residents and businesses have. By investing in high-speed broadband, secure cloud platforms and scalable networks, local authorities can reduce delays, support hybrid working, and improve access to online services. It’s about creating a smoother, more responsive way of working—for today and for the future.
Efficient public services rely on what happens behind the scenes. For local authorities, that means making sure staff across departments can communicate, coordinate, and share information without delays or working in isolation. With Unified Communications—bringing messaging, calls, video, and file sharing into one platform—teams can work more efficiently, whether they’re in the office or remote. When supported by regular digital training, these tools help improve internal workflows, speed up response times, and give staff the confidence to deliver better services.
The contact centre is often the first point of connection between the community and the council—and it sets the tone for the entire experience. When residents call in with questions, concerns, or requests, they’re looking for clear answers and a human touch. By modernising contact centres with digital tools like intelligent call routing, real-time translation and integrated CRM systems, local authorities can respond faster, personalise interactions and build trust. It’s not just about handling queries—it’s about creating an exceptional experience.
AI and automation help local authorities communicate more effectively and efficiently. Branded calls and messages build trust by showing residents who’s contacting them. Chatbots handle routine questions 24/7, easing pressure on staff. And with email automation, councils can send timely updates and reminders without the manual workload. Together, these tools improve service delivery, save time and create a smoother experience for both staff and residents.
Data is one of the most powerful tools available to local government, but it’s often underused. By centralising information systems and leveraging analytics platforms, such as AI Engine, councils can make informed decisions, optimise services, and identify trends before they become problems. Smart data use empowers authorities to be more strategic, efficient and responsive to community needs.
Local communities are increasingly diverse, and language barriers can make it difficult for residents and businesses to access important information. When key updates aren’t understood, people feel excluded—and engagement drops. NetTranslate offers real-time AI translation for both phone and online conversations—making it easy for staff to communicate clearly with anyone, in any language. No delays, no confusion—just instant understanding.
Artificial Intelligence (AI) is no longer just a private sector advantage—it’s becoming essential for local government. With the UK government backing AI adoption through new frameworks and the creation of the i.AI unit, councils and public sector bodies are being called to modernise how they work.
That’s why we’ve created an AI Efficiency Toolkit—designed specifically to help local government and authority harness AI and automation to improve services, save time and make smarter decisions.
Read the Toolkit Now
AI offers the government transformative opportunities to enhance public services. According to government estimates, AI has the potential to deliver productivity gains valued at billions of pounds, benefiting taxpayers significantly. Chief Analyst, Ruth Kelly outlines the essential steps the government must take to harness these benefits. Discover how AI could reshape public services and explore potential applications by watching the National Audit Office's video.
Want to Read the Full Report?Automated communication is reshaping local government—making services faster, more efficient, and easier to access for everyone. But can automation truly deliver safe, reliable service in the public sector?
Discover six real-world examples of how automation is changing the way citizens engage with local services—improving responsiveness, reducing pressure on staff, and setting a new standard for modern government.
See how a UK borough council improved resident services with INBOX, an advanced email management solution by Britannic. Confronted with increasing service demands and a lean workforce, the council needed a way to boost communication efficiency, cut response times, and allow staff to focus on critical resident needs. This successful partnership has led to significant improvements in service delivery, establishing a new benchmark for tech-driven innovation in the public sector.
NetTranslate is a secure, real-time AI translation solution built for public sector organisations. It allows staff to speak and write naturally across multiple languages— without delays, third-party systems, or clunky setups. Integrated directly into your phone system, web chat, or contact centre, it provides instant two-way translation for voice and text in over 40 spoken and 100+ written languages
"Britannic impressed us because they took the time to understand our needs and how our Council worked. Britannic's account management is excellent and they dealt proactively and pragmatically with any challenges that arose during the implementation of this project. They are a delight to work with".
Britannic delivers faster services and significant cost savings for North Hertfordshire District Council through the deployment of a resilient Mitel UC and Contact Centre solution.
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