At Granicus, we know that public service is a vocation. We understand that for those in local government, the end goal is never just operational success; rather, the aim is always to support residents, to build trust, and to create communities where people feel seen, heard, and supported. And yet, amid this backdrop of change, many residents remain unclear about the advance of AI/ML and how its use could impact them and their communities.
That is why — in this moment — we must strengthen our engagement strategies, ensuring that we communicate directly with residents on what this technological change means for them and their overall resident experience.
Reorganisation without disconnection
There is now an understandable focus on managing this shift — perhaps even a tendency to look inward. In today’s world, this is a moment that often sees organisations lean hard on technology to re-align teams, consolidate services, and navigate legal frameworks. But while these internal efforts are essential, they must be matched by an outward-facing commitment to transparency and empathy, to explaining how the implementation of AI/ML will ultimately benefit communities.
Residents don’t need to understand every nuance of AI/ML, but they do need to know how its implementation will impact the services they rely on and, likewise, how (or if) it will affect their interaction with their own local authority. These may seem like minor points, but ultimately, considerations like these form the very foundations of civic trust.
Human-centred governance in a digital age
It’s true that technology has a powerful role to play in bridging the gap between councils and communities. But it’s not about flashy platforms or automating processes; it’s about using digital tools to deliver human-centred experiences.
At its heart, AI/ML allows councils to segment audiences, tailor messaging, and reach people in ways that are accessible, inclusive, timely, and relevant. It is a way of nurturing two-way communication between councils and communities, while simultaneously offering residents information and a sense of agency. And when utilised with empathy, this form of digital engagement can transform governance from being a cold and distant entity to a compassionate, living presence in the lives of residents.
At Granicus, we’ve seen how councils can use digital tools to listen more deeply, to respond more effectively, and to build lasting relationships with their communities. But the technology is only as powerful as the intent behind it. When used to serve — not simply to streamline — digital engagement becomes a catalyst for inclusion.
Balancing internal transformation with external clarity
It’s true to say that the sector is in a moment of transformation, but this transformation must be a holistic one. After all, it’s not enough to rely on AI/ML as a tool to offer ever more efficient structures and systems or bigger and better cost savings; we must take care to communicate how these technological changes can benefit those we serve and — even better — to do so with clarity, care, and even a sense of compassion.
That means investing in engagement strategies that prioritise the resident experience. It means designing communications that speak to real concerns — not just organisational efficiencies. And it means recognising that every message we send — or fail to send — shapes how people feel about their council, their community, and their place within it.
Leading with purpose
If you joined us at our recent roundtable discussion at Solace Summit 2025, you’ll know that the most successful councils are those that lead with purpose — even during times of change. They understand that public service is not just about delivery; it’s about dignity. It’s about making sure that every resident — regardless of postcode or circumstance — feels informed and valued, included as an active participant in shaping their future.
