Technology continues to advance at an ever-increasing pace, and with these disruptions, come different community expectations. Smart devices have proliferated and become a key part of daily life; not just phones and tablets, but smart meters, smart poles, smart lights, smart bins, and all the types of sensors that go with them.
The growth of the Internet of Things and smart devices connected through low bandwidth, low powered networks, provide a fire hose of information to councils. Councils want to be able to use that data to create efficiencies and offer better services to their communities. While all this data can provide plenty of information and insights, assessing that data and deriving useful insights from it requires advanced tools like data analytics, machine learning and artificial intelligence.
Councils also must consider the implementation of new hardware and the software that enables them to make use of all that data. Making use of that data can help them upgrade any number of services, like voice assistance technology that answers community enquiries or remote-controlled drones that help maintenance teams identify malfunctioning streetlights or improving security surveillance.
Much of the demand for these kinds of changes are driven by changing community attitudes. Communities now expect self-service options, quick responses, and digital services that are modern, efficient and effective.
Customer service expectations are higher than they’ve ever been. We now live in an on-demand society, and communities expect council services to be always-on and available on demand. They want to access council services whenever and wherever they need them, not to have to queue up at 9:00 in the morning at the customer service desk.