Connected devices key to driving efficiencies and improving citizen experiences
Recent research by the Local Government Association (LGA) found that two thirds of councils are bracing themselves for cuts to local neighbourhood services this year, as they attempt to balance budgets. Even in areas of local government where funding has increased, such as social care, which received an extra £500m for 2024-25, cuts are anticipated as rising costs increase the strain on spending.
Tough decisions will have to be made by local government leaders to ensure they balance the books whilst still delivering effective local services; in effect, doing more with less. To manage the balance, they must harness technology that delivers efficiencies for councils and improves services for citizens. One such technology is connected Internet of Things (IoT) devices, which are making possible new capabilities that deliver effective and efficient service delivery.
To harness the power delivered through connected devices, local governments must evolve their standalone contact centre environments into centralised command hubs that are focused on taking data from devices and creating automated actions whilst generating rich information. A number of councils have already started the transition to command hub models and these leaders are now able to utilise data insights to improve a number of areas, including:
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Social Care
Approximately 60% of local government spending goes towards social care. Connected technology presents an opportunity for improving access to care and proactively identifying residents that require support. IoT devices deployed within the homes of vulnerable and elderly people allow for remote monitoring that empowers them to live independently at home for as long as possible.
One possible application is fall detection sensors, which alert local authority social care teams to issues as and when they occur. Teams are alerted via sensors to vulnerable citizens through sensors on electricity sockets and doors, as well as wearable sensors. If there are anomalies that suggest a resident needs support or intervention, teams can proactively reach out. Additionally, sensors on medication dispensers can also track activity and alert social care teams to any potential issues that may be arising.
Social care teams on the ground supporting residents can also be equipped with IoT devices that allow central command hubs to monitor schedule compliance and automatically alert residents if the social care worker is running late and it will impact scheduled visits. The implementation of connected technology has the ability to drive greater efficiencies within social care by optimising and better informing support staff, allowing them to deliver more comprehensive care for residents.
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Waste management
Waste management, including waste collection, treatment, and disposal is a key responsibility for local councils, and smart IoT sensors can provide crucial insights that inform real-time monitoring of bins located in public locations.
Councils also face a large number of inbound interactions from citizens in regards to residential waste and recycling collections. Although in most instances citizens can now self-serve and report issues online, smart sensors in residential bins allow waste management teams to spot issues, especially missed collections, get ahead of inbound complaints and proactively resolve them.
The data collected can be used to analyse and improve route management. For example, if teams are getting stuck in the same locations at the same time every day, routes can be amended to ensure teams are being sent on the most efficient routes, making the most of resources.
Whether the data is being used to inform future collection schedules or improve both proactive and reactive communications with the public, the benefit of utilising data within waste management is clear due to the efficiencies it can drive and experiences it can improve for citizens.
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Highways
IoT- enabled devices can help manage highway assets more efficiently. In similar fashion to identifying when public bins need maintenance, devices can monitor the status of infrastructure, especially road networks. Traffic lights can be monitored, allowing for proactive notifications when there are outages, and if maintenance is required relevant teams can be notified immediately.
Data can also be used by planning teams to make informed decisions when creating and analysing future transportation plans. Tracking real-world behaviours from sensors provides crucial insights on actual traffic trends, rather than basing them on modelling. Data-led insights are powering the future of traffic planning and management, all whilst simultaneously making day-to-day journeys safer and more efficient.
Centralising Data to Drive Efficiencies and Experiences
To reap the benefits of the data generated by connected devices, local government bodies must centralise data, direct it to the correct departments and act on it accordingly. If the correct systems are in place, all data collected will be channelled to a central command hub where teams will take the appropriate action.
Cloud contact centre platforms are enabling local government bodies to create modern command hubs that are underpinned by an IoT-first approach; making the system of contact the system of action. By taking a proactive approach local government services will not only operate more efficiently, but they will also drive the transformation that is required as councils look to make their budgets go further, all whilst improving citizen experiences.
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