Empowering Councils to Innovate, Engage, and Thrive in the Digital Era
In an era of rising citizen expectations and budget constraints, Kerv delivers crisp, innovative IT solutions for local councils. Our digital transformation approach streamlines operations, enhances multi-channel communication, and elevates citizen services.
With a deep understanding of the challenges faced by local government—from rising citizen expectations and budget constraints to the need for seamless regulatory compliance—our mission is to deliver end-to-end digital transformation tailored to the unique needs of local authorities.
We are delighted to be partnering with SOCITM again in 2026 and sponsored the President’s Conference in June.
How We Help
We drive digital transformation for local government.
The Kerv Approach
Kerv’s expertise helps local councils shape effective citizen journeys using AI-assisted solutions.
Local Government Forum and quarterly roundtable sessions
Run with Genesys and a Local Government expert who has 25+ years’ experience within Customer Services. We are offering our top tips and advice.
Kerv & Genesys Local Government Storyboard
Insights into how local government can undergo digital transformation, innovate their CX and improve the agent experience.
Framework & Compliance Expertise
As a trusted Crown Commercial Service supplier, we deliver solutions aligned with government frameworks.
Cloud Contact Centres
Our scalable, flexible platforms centralise communication—integrating phone, email, SMS, social media, and video for a seamless experience.
AI in Local Government
We deploy chatbots and Agent Assist tools to automate tasks and improve service delivery.
Crown Commercial Service’s supplier
We are on the following technology Government frameworks to sell our services: G-Cloud 13 and RM3808.
At a Glance
Councils
Regularly attend our Local Government CX Roundtables, sharing ideas, challenges and solutions,
Successful Migrations
Public sector organisations migrated to Genesys Cloud.
Years of experience
In working with clients in the Local Government sector.
Local Government CX Roundtable Series
We speed up Local Government digital plans with smart roadmaps, cloud, and CX innovation.
Regular roundtable discussions bringing together your local government peers.
FAQs
Residents expect public services to be as easy to access and use as those provided by banks, retailers and utilities. Local authorities can improve resident experience by taking a citizen-centric approach. This starts with understanding resident needs and mapping customer journeys across departments and channels. By combining customer feedback, service data and employee insights, councils can identify pain points, remove friction and create more seamless experiences.
Kerv helps councils modernise customer services by combining technology, data and service design to deliver better outcomes.
This was demonstrated at Somerset Council, where six separate contact centres were brought together into a single contact experience. By providing residents with one number to call and a more streamlined service model, the council achieved a 47% reduction in queue wait times, a 50% reduction in abandoned calls and customer satisfaction levels that continue to outperform original targets.
Local authorities are under pressure to improve services while managing budget constraints, rising demand and increasing resident expectations. Common challenges include fragmented systems, disconnected data and limited resources, which can lead to slower responses and inconsistent experiences.
Councils must also ensure services are accessible for diverse communities, including residents who are digitally excluded or speak different languages. Unified customer experience platforms can help by bringing together channels, data and AI to improve efficiency, accessibility and service quality.
Walsall Council has adopted this approach with Genesys Cloud, using Kerv’s CX Translate solution to provide real-time written translation across live chat, messaging and email channels. The result is more accessible services for residents, reduced reliance on third-party interpretation services and a simpler technology landscape that is easier to manage and scale.
Customer insight helps councils understand resident needs and make better decisions. By analysing feedback and service data, local authorities can identify issues, prioritise improvements and deliver more responsive, efficient services.
Even relatively small insights can lead to significant service improvements. For example, West Lindsey District Council used customer contact data to identify peak demand periods within its contact centre, enabling more effective workforce planning and ensuring adequate staffing levels at the busiest times. Similarly, Walsall Council analysed customer demand patterns during an election period and identified the need for a dedicated reception area to direct voters efficiently, helping residents access the right support more quickly and reducing pressure on frontline teams.
AI can help local authorities deliver faster, more efficient and more personalised services, while also extending access beyond standard opening hours through self-service tools, reducing pressure on frontline teams.
AI can support residents through intelligent chatbots and virtual assistants, automate routine administrative tasks, improve knowledge management and help agents find answers more quickly during customer interactions. It can also analyse large volumes of customer feedback to identify emerging issues and opportunities for service improvement.
When implemented responsibly, AI enables councils to enhance resident experiences, improve workforce productivity and free up staff to focus on more complex and high-value work while maintaining transparency, trust and accessibility.
The benefits of AI extend beyond operational efficiency and can have a direct impact on the resident experience. Following the implementation of Genesys Cloud in November 2024, West Lindsey District Council introduced AI-driven call routing and self-service capabilities, including a ‘missed bin’ reporting bot. By helping residents access the right information and services more quickly, the council achieved a 57% reduction in wait times and consistently receives 5-star customer satisfaction ratings from 88-90% of callers.
Speak to an expert
Discover how Kerv can accelerate your council’s digital transformation journey.
