AI resident services, councils and local authorities
Civic answers resident contact on every channel in plain language, captures what the department actually needs to act, routes it correctly the first time, and then tells the resident what happened.
Integrates with Firmstep, Granicus, Jadu, Salesforce Public Sector and in-house CRMs
Residents call back because nobody told them anything. Civic answers the status question directly, which removes the majority of the volume before it reaches an officer.
| Service area | What Civic does with it | Outcome |
|---|---|---|
| Waste & recycling | Matches the address to the round, checks the in-cab record, answers or books a return. Orders replacement bins against the property. | Resolved on contact |
| Highways | Takes the location and a photo, checks whether the defect is already logged, and adds the report to the existing job instead of creating a duplicate. | Deduplicated |
| Council tax | Answers balance, instalment date and banding questions from the record. Anything about liability, hardship or recovery goes to an officer. | Split by risk |
| Planning | Gives application status, committee dates and consultation deadlines. Never interprets policy or predicts an outcome. | Status only |
| Housing | Repairs triaged and raised. Homelessness, safeguarding and disrepair escalate to a duty officer immediately, always. | Escalated |
| Licensing | Explains what a given application requires, checks fee status and issues the correct form for the property type. | Resolved on contact |
A commercial chatbot can afford to lose a customer. A council cannot lose a resident.
Asking for a person works at any point, in any wording, and connects. There is no maze, no repetition of the request, and no requirement to explain why.
Safeguarding, homelessness, mental health, domestic abuse and child protection leave the automated path on the first signal and reach a trained officer.
Civic explains process and gives status. It does not decide eligibility for benefits, housing or relief, those are officer decisions with a right of appeal.
Combined population 260,000. Baseline was an eleven-person contact centre with a 9-minute average wait.
Usually waste, because it is the highest volume and the lowest risk. We measure resolution and repeat-contact rate against your current baseline before anything else is switched on.
Book a review