Building Trust and Transparency : A Digital Transformation Guide for Councils

Imagine if you could cut council workload while improving community engagement—what would that mean for your team?

Digital transformation isn’t just for the big cities. It’s the next step for councils that want to improve services, engage better with communities, and get more done with less. It might seem like a big leap, but small, targeted actions can make a real difference.

The cityscape above shows what’s possible when councils use data to make decisions—linking all parts of the community to improve everyday services. This isn’t about gimmicks; it’s about using practical tools that work, helping you achieve better outcomes for your residents.

Transforming Stakeholder Engagement: How Councils Can Leverage Technology for Better Community Connections

Councils today face a pivotal moment. From budget constraints and resource shortages to increasing community expectations, the challenges of operating efficiently have never been more complex. To address these challenges, councils need to leverage the power of technology to foster trust and transparency with their communities.

In this article, we explore how councils of all sizes can adopt innovative, easy-to-use technologies to improve communications, enhance stakeholder engagement, and ultimately build stronger, trust-based relationships with their constituents.

Why Trust and Transparency Matter More Than Ever

The need for digital transformation is accelerating rapidly. Imagine if, in late 2019, a council CEO had asked for a technology plan—at that time, the impact of COVID-19 and the sudden pivot to working from home (WFH) might not have been fully predicted but would certainly have shaped a 5-year strategy.

Fast forward to late 2022, when councils were asked to revise their technology plans, and the emergence of AI tools like ChatGPT and Copilot was barely on the radar. The speed of technological change means we are navigating with increasingly limited visibility, which is why adopting a flexible, scalable digital platform is more important now than ever.

Inaction creates issues as the rest of the world continues to move forward. Stakeholder engagement, customer service expectations, and efficiency pressures are all impacted by inaction. The need to "do more with less" can be effectively addressed by leveraging technology to improve processes, reduce time spent on administration, and handle standard inquiries efficiently.

Now is the time for councils to act boldly to remain relevant, effective, and trusted in their communities.

Communities today expect greater visibility into the decisions that impact their lives. Councils must embrace transparency, open communication, and engagement to build trust and foster a sense of inclusion. By leveraging digital tools, councils can bring their operations closer to their communities, enhancing understanding and trust while reducing misinformation and confusion.

Interactive Council Meetings: Making Engagement Real-Time

CEO Perspective: Strategic Alignment

For the CEO, the focus should be on aligning interactive council meetings with strategic goals like improving transparency, gaining community support, and enabling agile decision-making. Real-time engagement through tools such as live polling can help council leaders respond proactively to community needs and foster a culture of openness that supports long-term objectives.

Council meetings have traditionally been passive, with limited opportunities for direct community interaction. By making these meetings more interactive, councils can transform them into genuine engagement platforms. Live polling during council meetings is one such way to allow residents to voice their opinions directly and in real time, which can improve community trust and satisfaction.

Many councils have successfully utilized platforms like Slido, Mentimeter, or other polling tools to collect feedback during meetings. These platforms are simple to implement, even for smaller councils, and can quickly provide community input on important decisions.

For example, councils that have implemented live polling or interactive engagement tools have often observed:

• Greater community participation as residents feel their input is considered directly in decision-making.
• Improved transparency, as community members can see the decision-making process unfolding in real-time.

To get started, councils could pilot interactive polling tools during less formal meetings to build familiarity, ensuring both staff and community members are comfortable with the process. As confidence grows, these tools could then be integrated into more formal decision-making sessions. Smaller councils may particularly benefit from starting small and scaling gradually, ensuring the value of such engagement is clearly demonstrated without overextending resources.

Moving Beyond Static Reports: Interactive Digital Reporting

CFO Perspective: Cost Efficiency and Justification

For the CFO, adopting interactive reporting presents a cost-effective way to communicate financial and operational data effectively to stakeholders. These dynamic reports allow the community to explore the council's budget and spending in an engaging way, fostering transparency while reducing repetitive inquiries that might burden staff. Financial efficiency can also be bolstered through grants or funding programs that support digital transformation.

Static PDF reports often do little to meaningfully engage or inform the public. Instead, adopting interactive digital reports like OrbViz provides community members with a more dynamic understanding of council activities and decision-making. Platforms like interactive reporting tools allow councils to create web-based reports that give residents the ability to explore data in an intuitive way.

Many councils using interactive reporting tools for annual budget presentations have observed an increase in resident engagement and perceived transparency. For smaller councils, adopting tools like Google Data Studio offers a low-cost way to create interactive reports, enhancing engagement and improving the understanding of council activities.

Efficiencies and Productivity Improvements in Back-Office Functions

Councils today face constant pressure to "do more with less", especially when it comes to back-office and administrative functions. By improving productivity through strategic use of technology, councils can reduce resource strain while maintaining or even improving service delivery. Here are several effective strategies for boosting efficiency in back-office operations:

1. Chatbots for Routine Enquiries

Introducing AI-powered chatbots or applications can alleviate the burden of repetitive questions on customer service staff. These tools can address common inquiries—such as waste collection schedules or rates payments—freeing up human staff to deal with more complex matters that require personalised attention.

• Example: The Snap Send Solve app has been widely adopted by councils to enable residents to report issues such as potholes or graffiti, which streamlines the reporting process and reduces workloads for administrative staff.

2. Integration of Reporting Tools

Automating administrative tasks, particularly report generation, can save substantial time for council staff. Many councils spend a lot of time creating manual reports that could instead be generated automatically through integrated tools. Councils can then generate interactive, visual reports that reduce the burden on staff while offering an engaging way for stakeholders to interact with data.

3. AI-Assisted Development Application Processing

Development Applications (DAs) are often a bottleneck in council operations, requiring detailed checking and compliance assessments. By using AI tools to screen and triage applications, councils can significantly reduce the workload associated with initial checks, allowing human planners to focus on more complex cases.

• Use Case: AI-powered triage can help sort DAs by complexity, ensuring that straightforward applications are processed quickly, and only complex issues require full reviews. This approach has proven to cut down processing times and improve the efficiency of the approval pipeline.

4. Cameras and AI for Road Condition Monitoring

Traditionally, road maintenance has relied on regular manual inspections, which are resource-intensive. Councils can now use vehicle-mounted cameras to continuously monitor road conditions, with AI analysing footage in real-time to identify defects like potholes or cracking.

• Example: Some councils have adopted vehicle-mounted technology that automatically flags maintenance issues, streamlining the inspection process and allowing teams to address road conditions more proactively.

5. Workflow Automation for Administrative Processes

Repetitive administrative tasks such as invoice processing, purchase order management, and document approvals can be streamlined using workflow automation tools. By implementing automation, councils can shorten processing times, ensure consistency, and improve efficiency throughout back-office operations.

• Example: Tools like Flowingly have been successfully used to automate document workflows, reducing manual intervention and ensuring timely approval of internal documents.

6. Process Simplification for System Upgrades

When upgrading systems, councils should seize the opportunity to simplify outdated processes rather than simply replicating them in a digital environment. Using process mapping tools, councils can identify and eliminate redundant steps, ensuring that digital transformation leads to genuine improvements in productivity.

• Recommendation: Before implementing new systems, conduct a thorough review of current processes using AI-driven process mapping tools to remove inefficiencies. Simplifying workflows before digitisation leads to quicker adoption, less staff frustration, and better overall outcomes.

Virtual Walkthroughs: Bringing Community Planning to Life

Asset Manager Perspective: Engaging Community in Infrastructure Planning

For the Asset Manager, leveraging digital twins and AR/VR walkthroughs can be crucial for both proactive asset management and fostering community support. These technologies enable councils to provide interactive visualisations of upcoming projects, helping residents better understand and support new developments. When communities can clearly see what to expect, resistance often decreases, and infrastructure projects move forward more smoothly.

Large infrastructure projects frequently face public resistance due to a lack of clear understanding about their future impact. By using digital twins and AR/VR technologies, councils have the opportunity to present such projects in an engaging way that helps demystify the changes. Virtual walkthroughs allow residents to experience developments in a realistic manner, which fosters transparency and builds trust.

While many larger councils globally have successfully deployed digital twins for urban planning, smaller councils can also take advantage of accessible 3D modelling tools to present redevelopment plans visually. For example:

• 3D Models for Small Projects: Using tools like SketchUp or simple AR applications, smaller councils can create visual aids that residents can easily understand, which can be particularly useful in engaging the community around developments like local parks or community facilities.
• AR/VR for Engagement: By providing AR/VR experiences, councils allow residents to virtually “walk through” new spaces. Research has shown that these technologies can increase public support, as they allow for a more immersive understanding of proposed projects.

Councils interested in starting with digital visualisation technologies should begin with smaller initiatives to demonstrate value, both internally to staff and externally to the community. This could be something as simple as a 3D walkthrough of a park renovation project, which would help build familiarity with technology while also visibly showing benefits in terms of better community engagement.

Reports from industry leaders, such as the Smart Cities Council , have indicated that the use of digital twins and AR/VR can lead to higher community approval rates for projects, as the public feels more informed and involved. These technologies are more accessible today than ever before, offering councils of all sizes the tools to make informed planning more participatory and transparent.

Leveraging Simple Tools for Engagement and Transparency

Customer Service Manager Perspective: Enhancing Community Interaction

For the Customer Service Manager, leveraging social media and interactive digital tools can lead to significant improvements in service quality and efficiency. Providing instant responses through AI driven chatbots, live streaming and interactive Q&A features allows councils to reduce repetitive inquiries, freeing staff to focus on more complex issues. This also boosts community satisfaction by providing multiple channels for residents to engage directly with their council.

Not all councils need to adopt complex or expensive technologies to build trust and improve engagement. Often, the simplest tools can deliver significant results. For instance, using social media platforms to live stream council meetings, combined with interactive Q&A features, helps councils reach more residents, making meetings more accessible and interactive.

Many councils have successfully used social media platforms such as Facebook Live or YouTube to broadcast their meetings. This approach makes council activities more transparent and accessible, allowing residents to easily engage, ask questions, and understand council decisions in real time.

Similarly, councils can adopt online dashboards to provide residents with up-to-date information on project milestones, timelines, and expenditures. These dashboards can enhance transparency and accountability, leading to increased public participation and improved trust in council activities. By offering clear insights into ongoing projects, councils can foster a more informed and engaged community.

Councils interested in boosting transparency and community interaction should consider starting small with cost-effective digital tools. These could include:

• Live Streaming on Social Media: Use platforms like Facebook Live to broadcast meetings and events.
• Interactive Q&A Tools: Use services like Slido to enable residents to ask questions in real-time during live broadcasts.
• Project Dashboards: Platforms like Google Data Studio can provide simple, interactive dashboards that present project progress in a clear, easy-to-understand format.

Implementing these simple yet effective tools can build a foundation of trust, improve community satisfaction, and make council processes more open and participatory.

A Holistic Approach to Change Management

Successful adoption of technology to build trust and transparency involves more than just selecting the right tools. Councils must adopt a holistic approach to change management, which includes involving all stakeholders—from elected officials to staff and community members—in understanding the benefits of new technologies. Proper training and celebrating small, visible wins are crucial steps that can foster confidence and ensure sustained engagement.

Addressing Potential Barriers and Solutions

Adopting new technologies in councils often presents a range of challenges, including budget constraints, staff resistance, and technological learning curves. However, there are several strategies to help overcome these barriers effectively:

Funding Guidance and External Resources

Securing funding for digital transformation is critical, particularly for councils with tight budgets. Several funding initiatives have been available in NSW and Victoria over the past five years to support local councils with their digital transformation efforts:

• NSW Digital Restart Fund: This fund has supported numerous councils in adopting new technologies aimed at improving digital services and public engagement.
• Victoria's Local Government Digital Transformation Grant Program: This initiative has provided grants that help councils adopt innovative digital tools and streamline processes, which was particularly beneficial during the pandemic response period.

Councils should consider exploring these and other available programs to help offset the costs of technology adoption. Partnering with other councils to apply for funding collectively can also increase their chances of success. Moreover, collaborating with technology providers experienced in working with local governments can help streamline the implementation process and provide valuable expertise.

For more information, councils can refer to relevant state government websites for updates on available grants or consider partnering with regional associations that may assist in applying for and securing these resources.

Common Barriers and How to Address Them

• Budget Constraints: Councils facing budget limitations should seek grants and funding programs specifically designed to assist local government digital transformation. Engaging with both state and federal initiatives can help offset the initial costs associated with new technology implementation.
• Staff Resistance: It is important to involve staff early in the technology selection process, providing them with an opportunity to contribute and feel ownership. Adequate training, highlighting small wins, and clearly demonstrating the positive impacts on their workload are key strategies to foster staff acceptance and comfort with new systems.
• Technological Learning Curves: Introducing new technologies should begin with user-friendly tools that require minimal initial investment. Engaging technology partners for ongoing support and training is also crucial. Collaborating with neighbouring councils can provide shared learning opportunities and reduce the burden of adoption by exchanging knowledge and experiences.

The Importance of Stakeholder Engagement

Successful change management involves continuous communication to ensure all stakeholders understand the need for new technologies and the benefits they bring. This means:

• Engaging elected officials to champion the adoption of new systems.
• Ensuring community involvement through consultations, surveys, and feedback mechanisms.
• Supporting council staff with ongoing training and making them part of the change journey from the beginning.

Building Momentum Through Quick Wins

Councils can boost confidence in digital transformation efforts by focusing on quick wins that demonstrate value early on. For example:

• Start with a Simple Pilot Project: Implement a chatbot for routine inquiries or a simple dashboard to track and share project progress.
• Highlight the Benefits: When small wins lead to time saved or improved public satisfaction, celebrate and communicate these wins internally and externally to create momentum for broader transformation.

Scaling Success: Building a Sustainable Digital Future

The quick wins are only the beginning. By successfully implementing small, impactful changes, councils can build the internal support and community trust needed to take on larger, more ambitious projects. The next phase is about scaling these successes to build a sustainable digital transformation that enhances services for the long-term benefit of all stakeholders.

1. Expand from Pilots to Broader Initiatives

• Quick wins are a proof of concept—they demonstrate that technology can work effectively and deliver value. Once stakeholders see these early successes, it becomes easier to secure support, funding, and resources to expand initiatives from pilots to full-scale implementations.
• For example, after demonstrating success with a chatbot for handling simple queries, councils can consider expanding it to assist with more complex enquiries, integrating it with other council systems to provide a seamless experience.

2. Develop a Long-Term Digital Roadmap

• With the quick wins providing early momentum, councils can start planning a long-term digital transformation roadmap. This includes aligning new technology initiatives with broader council goals—whether it’s improved community engagement, enhanced service efficiency, or a focus on sustainability.
• A strategic digital roadmap can help council leaders prioritize the most impactful projects, ensure that technology initiatives are sustainable, and integrate these initiatives in a way that supports the council's overall mission.

3. Foster a Culture of Innovation and Continuous Improvement

• Digital transformation isn't a one-time project—it’s a continuous process of innovation and adaptation. Councils should encourage a culture of openness, learning, and adaptation to keep pace with changing technologies and community needs.
• Staff training, ongoing stakeholder engagement, and small, iterative improvements will ensure that councils not only adapt to but lead the way in addressing future challenges.

Conclusion: The Future Is Collaborative and Digital

The journey towards digital transformation for councils starts with a single, small step—a quick win that demonstrates value and builds confidence. As each step is taken, momentum grows, creating the foundation for a truly connected, efficient, and transparent council.

To achieve long-term success, councils of all sizes must take these initial wins and build on them, scaling successful initiatives, engaging stakeholders, and committing to a strategy of continuous improvement. The challenges faced by councils are significant, but with the right use of technology and a mindset geared towards adaptability and growth, the potential benefits are immense.