Local government
AI for councils: customer requests, planning enquiries and assets
AI for multi-site councils in Australia, built inside your environment with an officer approving each output. Work starts with discovery on one request queue, then a shadow pilot, then rollout.
Sound familiar?
Requests arrive everywhere
Email and web forms retyped into the CRM.
Requests routed by hand
Bounced between teams before anyone replies.
Planning enquiries repeat
The same zoning and lodgement questions, daily.
Inspections keyed twice
Field notes and photos retyped into the asset system.
What we build
Customer request intake
AI reads each email or web form, picks the request type, address and urgency, then creates and routes the request in your CRM. Unclear ones go to an officer.
Planning enquiry triage
Enquiries sorted by topic, with draft replies from your planning scheme for a planner to check.
Inspection notes to work orders
Notes and photos matched to the asset register and drafted as work orders for supervisor approval.
Records and correspondence
Draft letters and record classifications for officers to check.
Governance councillors can check
The NSW AI Assessment Framework, Queensland's AI governance policy and Victoria's generative AI guideline are written for state agencies, and councils can use them as models. Each build keeps a use-case record, risk rating, accountable officer and a log of every approval.
- Hosted in your environment in Australia
- An officer approves every output
- Residents can still reach a person
How an engagement runs
Discover
One request queue at one site, with a measured baseline.
Prove
AI drafts in shadow mode on live requests and we compare with officers' work.
Build
Connected to your CRM and asset systems on your infrastructure in Australia.
Run
We support it, or hand over the code and documentation.
Buying through a panel
Local Buy and state panels
Queensland councils often buy ICT through Local Buy, and other states have their own arrangements. Each fixed-fee phase can be bought separately under your council's own procurement rules.
Questions
Can AI answer residents' planning questions?
It can draft answers to routine zoning and lodgement questions from your planning scheme for a planner to check. It should not give formal planning advice.
Does the NSW AI Assessment Framework apply to councils?
It is mandatory for NSW Government agencies, and the NSW Government told Parliament in 2024 that it is not mandatory for councils. Councils can still use it as a model for their own risk assessments.
Can AI log customer requests straight into our CRM?
Yes. AI fills the request type, address and contact details through your CRM's API. Requests it cannot classify go to an officer, and every action is logged.
Which council request queue is slowest?
A 30-minute review with a senior consultant. You leave with a written one-page summary you can share internally.
Fixed-fee phases, agreed before we start. Stop after any phase.