Reduce Call Queues &
Improve Response
Lower your service centre load and improve public satisfaction. Answer resident rate enquiries, waste requests, and community issues 24/7.
The Local Government Bottleneck
Council service centres are under pressure from repetitive enquiries, seasonal spikes, and after-hours emergencies.
Long Call Queues
Residents forced to wait on hold for 20+ minutes just to ask simple questions about waste or rates.
Seasonal Spikes
Call centres overwhelmed during rate notice periods, hard waste collections, or severe weather events.
After-Hours Hazards
Limited capacity to quickly triage urgent reports like fallen trees, floods, or stray animals after 5 PM.
Language Barriers
Struggling to provide accessible, instant customer service to Culturally and Linguistically Diverse (CALD) communities.
Why Councils Need Daina AI
Modernise your community support. Reduce operational costs while dramatically improving resident satisfaction scores.
Explore the workflowZero wait times
Instantly answer hundreds of concurrent calls during peak periods without expanding staff.
Lower service centre load
Deflect repetitive FAQs (bins, rates, opening hours) away from your human operators.
Triage urgent hazards
Automatically identify and escalate urgent after-hours issues to the on-call duty officer.
Automated issue logging
Residents can report potholes, graffiti, or dumped rubbish entirely through AI voice or chat.
Multilingual support
Communicate with residents in over 30 languages without needing third-party translators.
Improved public satisfaction
Deliver the fast, digital-first experience that modern residents expect from their council.
How It Works
A secure, compliant automation pipeline designed to integrate perfectly with council infrastructure.
Step 01
Keep your council hotline
Your primary council phone number remains exactly the same. Residents call the number they already know and trust.
Step 02
Intelligent call routing
Calls route to Daina AI either as the first point of contact, as overflow when hold times exceed 3 minutes, or automatically after-hours.
Step 03
AI resolves standard queries
The AI acts as a Level 1 service officer, handling up to 60% of common queries instantly:
- • Bin collection dates & hard waste bookings
- • Rate payment options & extensions
- • Pet registration procedures
- • Facility opening hours & locations
Step 04
Logs service requests
For reports like potholes or graffiti, the AI collects the location and details, then submits the ticket directly into the council's CRM for the maintenance team.
Step 05
Human transfer for complex issues
Complex planning permit questions, sensitive community matters, or frustrated residents are instantly live-transferred to human service officers.
Step 06
Enterprise systems integration
Data securely syncs with local government platforms like TechnologyOne, Civica, or Pathways, ensuring no double-handling of resident information.
Step 07
Deploy without disruption
Daina AI maps your existing council bylaws, FAQs, and routing trees, launching a tailored public-facing assistant in a fraction of standard IT timelines.
Local Government Use Cases
One intelligent system handling resident enquiries across all council departments.
Waste Management
Automate missed bin reports, hard waste bookings, and queries about bin collection days.
Rates & Payments
Assist residents with payment options, due dates, and processes for requesting extensions.
Maintenance Reports
Log reports for potholes, broken streetlights, or graffiti directly into the maintenance queue.
Pet Registrations
Guide residents through the steps for new pet registrations, renewals, and reporting lost animals.
Planning & Building
Answer basic zoning questions and direct users to the correct online forms for planning permits.
Facility Bookings
Provide availability and process bookings for community halls, sports grounds, and parks.
Parking & Fines
Provide information on parking permit renewals and the process for disputing infringements.
Emergency Triage
Instantly route reports of fallen trees across roads or severe flooding to the after-hours duty manager.
Integrates seamlessly with Council Systems
Ready to Improve Your Community Response?
Reduce call queues and ensure every resident gets the help they need, when they need it.
Book Free Council AI Demo