Local councils play a crucial role in providing services that directly interact with and impact residents. These interactions range from regular service provisions such as bin collections to specific requests made by individuals, including address change requests.

To ensure a seamless experience for residents, it is essential to establish effective feedback channels and mechanisms for service requests. Additionally, initiatives focusing on diversity, inclusion, and streamlining information sharing, such as the ‘tell us once’ national program can be successfully implemented by adopting a consistent communication approach that caters to personal preference.

This necessitates the implementation of an internal business process automation solution that remains available at all times, accessible through multiple channels, and adaptable to accommodate the unique needs of different individuals.

This POV will explore the ways local government can benefit from process automation using common use case examples

Use Cases

These use cases explore areas of interaction between local councils, staff, and residents, looking at how these touch points can be optimised using automation to provide streamlined service.

Waste Collection

Waste collection involves coordination throughout various companies and council departments.

While waste collection generally follows a regular schedule, disruptions can lead to challenges in regaining control. Implementing a process that allows residents to report missed collections or request special waste services through web pages, SMS texts, or emails can alleviate frustrations for both residents and the council.

This automated process can trigger a call to the household owner while informing the appropriate waste collection provider of the required service.

By automating these processes, operational inefficiencies are minimised and providers receive clear and actionable instructions. Furthermore, the automated system can generate valuable metrics related to the quality of waste collection services, frequency of reports, timing and days of problematic collections, types of waste, and more.

Changing Information and GDPR Compliance

Efficiently managing changing information and adhering to GDPR regulations is crucial to local councils (and all organisations).

Establishing a streamlined process that allows residents to update their information and manage consent preferences can significantly improve data accuracy and compliance. An automated system can enable residents to provide the necessary updates through multiple channels while ensuring the updated information is appropriately recorded and shared across relevant departments.

Automation can be used to validate records, for example, if a resident is claiming they have moved to a new address, has this been confirmed and is the previous resident at a new address and removed from this one (so communications can be redirected)

Validation upon entry verifies that valid entries are inputted in the data entry screen – i.e., correct number of digits in a phone number, valid post code and address, etc.

You can also ensure there is no duplicated or erroneous data (assuming it was inputted correctly), meaning residents do not have to keep updating their data or receive multiple correspondences.

When residents request information is to be forgotten the process can ensure the correct procedures are adhered to.

Licensing for Entertainment, Alcohol, etc.

Licensing processes related to entertainment, alcohol, and similar activities can be time-consuming and complex.

Implementing an automated system that facilitates licence applications, renewals, and compliance checks can streamline the process for residents and council staff alike. This system can centralise information, enable efficient communication between stakeholders, and ensure the timely processing of licences.

Registration of Births, Deaths, and Marriages

The registration of vital events such as births, deaths, and marriages requires accurate data and efficient processes.

By implementing an automated system, residents can easily initiate and complete these registrations, providing and validating necessary details, and receive timely updates. This reduces administrative burden through manual processes and ensures accurate records while allowing council staff to focus on providing essential services.

Building Control

Building control processes involve ensuring compliance with construction regulations and overseeing the safety and quality of building projects.

Implementing an automated system that facilitates application submissions, permits, inspections, and certifications can streamline these processes.

This system can provide clear guidelines, track progress, and enable effective communication between relevant parties. With software such as Business Automation Workflow (BAW) this whole process can be managed end-to-end, monitoring and orchestrating the movement of data (including applications and certificates) ensuring the presentation of information to the necessary stakeholders at the right point of the process with the required actions are completed.

Community Safety

Ensuring community safety involves several factors such as crime prevention, public safety measures, and emergency response.

Implementing an automated solution that allows residents to report concerns, request assistance, or access relevant safety information can enhance community engagement and enable timely responses from the council.

Additionally, this system can support data analysis to identify trends, allocate resources effectively, and improve overall community safety. Tasks can be raised for each concern to ensure they are addressed and responded to in a timely manner, demonstrating to residents that their concerns are taken seriously.

Improving the availability and accessibility of this capability for residents will take the strain off the services that respond to non-emergent calls and enquiries

Firearm Licensing

Firearms licensing processes require rigorous checks and adherence to legal requirements.

By implementing an automated process, residents can initiate licence applications, submit necessary documentation, and track the progress of their applications. This system can streamline the workflow for council staff, enhance transparency, and ensure compliance with regulations.
Recording applications and resident information will effectively monitor individual trends and requests that may lead to alerts on behaviour and people to watch

Automation Solutions

To effectively support these processes and interactions, the Responsiv Cloud Automation Platform (RCAP) is the solution for you. This Responsiv Cloud Platform serves as a robust and secure business automation and integration solution, providing a consistent mechanism for connecting residents (and staff) to local councils and existing information systems.

By integrating Responsiv Cloud Automation Platform with existing systems and websites, residents can conveniently access services and interact with the council. The platform facilitates cross-departmental information sharing, ensuring the right individuals are kept informed and accurate records are created when residents make requests or provide feedback.

If you are seeking further information or have a specific problem in mind, our team is available to engage in conversations about the possibilities and potential solutions

Responsiv Cloud Automation Platform

An overview of what to expect when adopting Responsiv Cloud Automation Platform:


The first step involves Responsiv Consultants meeting with your teams to gain a comprehensive understanding of the process, stakeholders, data, existing systems, and the historical context of the process. We will create a high-level process map, identifying the process’s initiation, completion, and the steps in-between, as well as a business requirements document that defines the process and requirements for process development.

Understanding the process in-depth will allow you to scope out the desired outcomes and appreciate all the moving aspects that will require consideration when automating and integrating. Optimisations should only be made after the process has been defined and understood as a way to avoid cutting corners and missing key information.


Based on our understanding, we will propose a solution that includes a schedule and estimated costs. This proposal serves as an illustration of the approach, providing clarity on what will be achieved upon project completion.

We offer various types of proposals tailored to your specific needs and objectives, ranging from consulting-only engagements to assist your team to complete their projects, to developing artifacts for an existing platform.

If the Responsiv Cloud Automation Platform is recommended, we can provide cost-effective strategies to adopt the platform, aligning costs and benefits while addressing risks and opportunities.


Following the proposal, we will refine it into a contract offer, providing firm pricing and detailed terms. Once the offer is agreed upon, we can commence the project.


Our delivery process begins with a requirements workshop, building upon the initial understanding to establish a comprehensive set of requirements.

These requirements will guide the design, development, and testing phases of the solution.

We will deliver regular “playbacks” to allow you and your team to assess progress and address any deviations from the requirements promptly.


Automation can be applied to streamline and optimise a large range of processes within local government. This point of view outlines only a few of the potential use cases for automation as a way of illustrating the potential in the context of the sector and resident service.

Automation not only enhances resident experience, but staff experience, too. Minimising the need for staff to complete repetitive, manual, and data-heavy processes increases their experience whilst also improving operational efficiency, facilitating effective communication and information sharing, and reducing human errors.

The Responsiv Cloud Automation Platform is a reliable and secure cloud-based solution for integrating and automating business processes. Our Responsiv Consulting organisation support process discovery, adoption, and migration of self-hosted, on-prem applications and processes to the cloud.

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Get in touch today to find out how Responsiv can help local government with their automation projects!

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