Smart cities – where technology is used to enhance citizens’ lives, support businesses, and foster sustainability – have become a primary goal for local governments. However, with many councils struggling to keep up with admin tasks, due to poor funding and limited resources, the prospect of implementing these advanced technologies can seem out of reach.
For smart cities to succeed, efficient administration is essential. It is only by establishing clear, effective communication with citizens that councils can build the trust needed for smart city initiatives, whilst streamlining routine tasks and reducing errors internally. Through modernised and automated processes, councils can unlock the full potential of smart cities – driving lasting, positive impact for their communities.
The communication problem
Local governments have long struggled to maintain high communication standards. Often, this is a result of a disjointed communication strategy, where data and updates aren’t shared across departments or platforms. This lack of integration can keep old problems alive and does little to improve relationships with citizens.
Consider a typical scenario: a resident submitting a formal request to repair a pothole via an online portal. As the request is processed, the resident might be required to follow up through various channels—an email to check in on progress, an SMS to receive updates, and a phone call to report further problems after a rainstorm worsens the damage. If the complaint data isn’t accessible by any single council employee, then they won’t be able to join the dots and pick up the conversation. This means the resident might end up re-explaining their request each time – leaving them frustrated, as well as putting more stress on council employees.
To make matters more complex, the rapid adoption of hybrid working models means many local council workers are no longer in the office full time. This can limit an employee’s ability to send out documents and further slow down processes. If councils don’t provide the right tools to process documents at home, they have to choose between delayed communications or forcing employees back into office – one irrevocably damaging citizen relations, the latter likely to have a lasting negative impact on employee morale.
The communication solution
Councils are keen to innovate. But rushing into smart city initiatives before first resolving these existing communication challenges is a mistake. For local authorities, every single communication channel – from the timeliness of emails and SMS to the trusted nature of physical mail – comes with distinctive advantages if they are used properly.
For example, some older residents might not feel comfortable using a computer, and prefer receiving their mail in physical form. In fact, nearly two-thirds (62%) of UK consumers are more likely to open a letter than an email, and 39% say that letters feel more personal. Local authorities need to make sure that they’re using the right channel for the right message, but also that the channel aligns with the individual’s preferences. To do so, they might ask residents how they want to be contacted, or look at how they have been contacted previously. This approach maintains tailored, personalised communications, that are far more likely to resonate with citizens.
And for smart cities especially, resonating with residents is critical. These initiatives often involve sharing data among businesses, citizens, and third parties. If residents don’t understand how their data is being used, they may become resistant to these changes. Therefore, transparency regarding data usage and its benefits is essential. Without it, councils risk alienating the very community they aim to engage. Building trust through clear communication is not just a best practice—it is a necessity for the successful implementation of smart city initiatives.
Automation to the rescue
In order to evolve alongside ever-changing communication preferences, and to have the efficient administration needed for a smart city, local councils need to focus on modernising their processes.
Document automation can help by streamlining the creation and distribution of communications, making sure all correspondences are accurate and well-timed. Through automating routine tasks such as generating permits or sending reminders for payments, councils can ensure compliance with branding and legal standards, without relying on extensive manpower. For example, automation can address staffing shortages by removing the need for manual tasks like stuffing envelopes. This minimises errors, ensuring each letter reaches the intended recipient with the right information, and alleviates the frustration of employees feeling bogged down by repetitive tasks.
With document automation in place, this frees up time for council workers. Instead of spending hours on labour-intensive tasks, they can turn their attention to the big picture thinking. The kind of thinking that is needed for smart cities. Employees can spend their time reaching out to residents to gain an understanding of what they actually want from a smart city, or carrying out a cost benefit analysis for what technology is going to help improve their operational processes the most. In short, the council can ensure they are leveraging technology in a way that truly benefits residents and enhances the quality of life in their communities.
Laying the groundwork
At its heart, the role of a local authority is to serve and engage with the community surrounding it. It’s no surprise then that this is also the driving motivator behind the move to smart cites. But for this vision to succeed, digitally transformed communication processes are essential. By maintaining a comprehensive record of resident interactions, councils can ensure that no detail is missed and that each citizen’s history is factored into future communications. This capability is crucial for personalising interactions and building the trust needed for smart city success—residents need to feel heard and valued for new technologies to be widely embraced.
The efficiency brought by automation also allows councils to shift from reactive to proactive communication. Instead of responding to issues as they arise, councils can anticipate needs and keep citizens informed, fostering engagement, and a readiness for the collaborative changes smart city initiatives require. This, in turn, will enable local councils to concentrate on the innovative initiatives required for smart city development, making sure they are well-prepared to leverage technology in a way that truly benefits residents and enhances the quality of life in their communities.
Antony Paul
Antony Paul is Global Product head at Quadient.
