Local government teams are under increasing pressure to deliver better services with fewer resources.
Whether supporting internal employees, managing frontline services, or enabling digital transformation programmes, council IT and service teams are being asked to do more while navigating budget constraints, legacy systems, growing service demand, and increasing expectations from residents.
At the same time, AI is rapidly moving from experimentation to implementation. The challenge for many organisations is not whether to adopt AI, but where it can deliver meaningful operational value while maintaining trust, transparency, and control.
In this session, Freshworks will explore how local authorities and public sector organisations are using AI-powered service management to reduce complexity, improve staff productivity, and create more connected service experiences across departments.
We’ll share practical approaches that help public sector teams streamline service operations today, creating the foundations for better employee experiences and more efficient resident services tomorrow.
Key learnings:
- How leading public sector organisations simplify service delivery across complex and often fragmented technology environments
- Practical ways AI-powered workflows can help reduce manual effort and improve staff productivity
- Approaches to connect teams, systems, and services to improve operational efficiency across departments
- How to introduce AI responsibly while maintaining governance, transparency, and trust
- Lessons learned from organisations modernising service operations without large-scale transformation programmes
Matt Tong
Lead Account Manager, Freshworks
Emmanuella Abeka
Business Development Lead, Freshworks
Martin Saunders
Solutions Consultant at Freshworks, Freshworks
