{"id":77102,"date":"2025-10-14T15:12:28","date_gmt":"2025-10-14T19:12:28","guid":{"rendered":"https:\/\/granicus.com\/?post_type=blog_posts&#038;p=77102"},"modified":"2025-11-06T15:06:04","modified_gmt":"2025-11-06T20:06:04","slug":"into-the-fold-embracing-residents-during-a-time-of-transition","status":"publish","type":"blog_posts","link":"https:\/\/granicus.com\/uk\/blog\/into-the-fold-embracing-residents-during-a-time-of-transition\/","title":{"rendered":"Into the fold: Embracing residents during a time of 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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.<\/p>\n<p>That is why \u2014 in this moment \u2014 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.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Reorganisation without disconnection"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Reorganisation without disconnection<\/h2>\n<p>There is now an understandable focus on managing this shift \u2014 perhaps even a tendency to look inward. In today\u2019s 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.<\/p>\n<p>Residents don\u2019t 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.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Human-centred governance in a digital age"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Human-centred governance in a digital age<\/h2>\n<p>It\u2019s true that technology has a powerful role to play in bridging the gap between councils and communities. But it\u2019s not about flashy platforms or automating processes; it\u2019s about using digital tools to deliver human-centred experiences.<\/p>\n<p>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.<\/p>\n<p>At Granicus, we\u2019ve seen <a href=\"https:\/\/granicus.com\/uk\/blog\/the-future-of-local-government-building-resilient-communities-with-smarter-communications\/\">how councils can use digital tools to listen more deeply, to respond more effectively, and to build lasting relationships with their communities<\/a>. But the technology is only as powerful as the intent behind it. When used to serve \u2014 not simply to streamline \u2014 digital engagement becomes a catalyst for inclusion.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Balancing internal transformation with external clarity"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Balancing internal transformation with external clarity<\/h2>\n<p>It\u2019s true to say that the sector is in a moment of transformation, but this transformation must be a holistic one. After all, it\u2019s 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 \u2014 even better \u2014 to do so with clarity, care, and even a sense of compassion.<\/p>\n<p>That means investing in engagement strategies that prioritise the resident experience. It means designing communications that speak to real concerns \u2014 not just organisational efficiencies. And it means recognising that every message we send \u2014 or fail to send \u2014 shapes how people feel about their council, their community, and their place within it.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Leading with purpose"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Leading with purpose<\/h2>\n<p>If you joined us at our recent roundtable discussion at Solace Summit 2025, you\u2019ll know that the most successful councils are those that lead with purpose \u2014 even during times of change. They understand that public service is not just about delivery; it\u2019s about dignity. It\u2019s about making sure that every resident \u2014 regardless of postcode or circumstance \u2014 feels informed and valued, included as an active participant in shaping their future.<\/p>\n"}],"2_column_w_sidebar":{"page_content_builder":[{"acf_fc_layout":"wysiwyg","wysiwyg":"<p>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.<\/p>\n<p>That is why \u2014 in this moment \u2014 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.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Reorganisation without disconnection"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Reorganisation without disconnection<\/h2>\n<p>There is now an understandable focus on managing this shift \u2014 perhaps even a tendency to look inward. In today\u2019s 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.<\/p>\n<p>Residents don\u2019t 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.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Human-centred governance in a digital age"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Human-centred governance in a digital age<\/h2>\n<p>It\u2019s true that technology has a powerful role to play in bridging the gap between councils and communities. But it\u2019s not about flashy platforms or automating processes; it\u2019s about using digital tools to deliver human-centred experiences.<\/p>\n<p>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.<\/p>\n<p>At Granicus, we\u2019ve seen <a href=\"https:\/\/granicus.com\/uk\/blog\/the-future-of-local-government-building-resilient-communities-with-smarter-communications\/\">how councils can use digital tools to listen more deeply, to respond more effectively, and to build lasting relationships with their communities<\/a>. But the technology is only as powerful as the intent behind it. When used to serve \u2014 not simply to streamline \u2014 digital engagement becomes a catalyst for inclusion.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Balancing internal transformation with external clarity"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Balancing internal transformation with external clarity<\/h2>\n<p>It\u2019s true to say that the sector is in a moment of transformation, but this transformation must be a holistic one. After all, it\u2019s 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 \u2014 even better \u2014 to do so with clarity, care, and even a sense of compassion.<\/p>\n<p>That means investing in engagement strategies that prioritise the resident experience. It means designing communications that speak to real concerns \u2014 not just organisational efficiencies. And it means recognising that every message we send \u2014 or fail to send \u2014 shapes how people feel about their council, their community, and their place within it.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Leading with purpose"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Leading with purpose<\/h2>\n<p>If you joined us at our recent roundtable discussion at Solace Summit 2025, you\u2019ll know that the most successful councils are those that lead with purpose \u2014 even during times of change. They understand that public service is not just about delivery; it\u2019s about dignity. It\u2019s about making sure that every resident \u2014 regardless of postcode or circumstance \u2014 feels informed and valued, included as an active participant in shaping their future.<\/p>\n"}]},"sidebar_type":"sticky","content_builder_sidebar_group":{"content_builder_sidebar":[{"acf_fc_layout":"speaker_list","headline":"Author","speakers":[{"name":"Jonathan Bradley","title":"Senior Experience Partner"}]},{"acf_fc_layout":"anchor_nav","headline":"Topics covered"},{"acf_fc_layout":"link_list","headline":"More resources","link_list":[{"link":{"title":"Artificial Intelligence (AI) for government","url":"https:\/\/granicus.com\/uk\/resource\/artificial-intelligence-ai-for-government\/","target":""}},{"link":{"title":"Bringing it all together: How Aberdeenshire Council created a centralised approach to community engagement","url":"https:\/\/granicus.com\/uk\/success-stories\/bringing-it-all-together-how-aberdeenshire-council-created-a-centralised-approach-to-community-engagement\/","target":""}},{"link":{"title":"One resident, one view: Using technology for joined-up services","url":"https:\/\/granicus.com\/uk\/resource\/using-technology-for-joined-up-services\/","target":""}},{"link":""}]}]},"posts_slider_group":{"show_section":true,"posts_slider":[{"add_anchor":false,"anchor_name":"","background_color":"green","slider_subhead":"","slider_headline":"Recent resources","slider_text":"","slider_type":"resource_posts","manual_resources":false,"slider_resource_tax":"recent","add_additional_filters":false,"department_filter":false,"market_filter":false,"outcome_filter":false,"product_filter":false,"region_filter":false,"solution_filter":false,"topic_filter":false,"slider_link":{"title":"View all 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