Digitalising Local Councils
We help local governments build cloud, collaboration and contact centre solutions that enable customers to access what they need in a simple, familiar and secure platform.
Our systems focus on giving customers a simple route to finding what they need through powerful AI and Chatbot tools, whilst allowing agents time to deal with more difficult tasks. Our integrated platforms enable seamless communication between your other tools and also feedback usable data to guide future decisions.
Our Expertise
Our communication and contact centre solutions support local governments to deliver the best possible service to citizens and help them achieve their digital transformation goals. Our contact centre solutions seamlessly integrate digital channels and self-service to streamline citizen access to council services. Our integration expertise provides contact centre agents with a single view of all council services and citizen interactions.
We also work with local governments to transform their customer experience, performing a data diagnostic and on-site contact centre evaluation. We aim to identify the root cause of customer pain, which could be as simple as inefficient call routing or could be due to bad connectivity between systems.
Enabling Cross-Council Collaboration
Local Authorities are facing the challenges of delivering services to increasing numbers of vulnerable citizens as a result of the cost-of-living crisis. Following on from years of austerity and the impact of the pandemic, councils are seeing this increased demand for services whilst grappling with reduced budgets and fundamental challenges of recruiting and retaining talent, particularly digital talent.
FourNet's Community Cloud is a pioneering shared collaboration and contact centre platform for councils and other public sector organisations across the UK. The platform enables cross-council collaboration, either for Combined Authorities, Integrated Care Boards or for less formal collaborative working partnerships between councils. A Community Cloud solution addresses the challenges of reduced budgets and increasing citizen expectations, making access to new communications technologies more affordable and less risky for the public sector.
Benefits ofCommunity Cloud
Available to all public sector bodies, FourNet's Community Cloud enhances services for citizens and provides better and more efficient ways of working for employees. Reduces costs and enables greater collaboration. Increases mobility and remote working opportunities. Improves resilience and disaster recovery.
Meet Changing Citizen Expectations
Respond to growing citizen demand for simplified and multi-channel access both within and across the public sector.
Cost Savings and value for money
Typical savings of 20%+ over 3 years with an evergreen platform that is constantly updated with new functionality compared to a traditional on-premise, capex solutions with stagnant capabilities.
Increased Operational Efficiency
Increase the efficiency of your contact centre agents by using AI and Chatbots to automate simple, non-value-add activities and reduce time to serve
Pathway To Increased Collaboration
Shared technology infrastructure removes barriers to the development of collaborative and regional services. Enable collaborative working from any location: office, hub or home.
Share Scarce Resources & Skills
Shared access to different language skills or limited business support expertise via the shared technology platform.
Increase Operational Resilience
FourNet cloud solutions deliver disaster recovery and business continuity benefits as standard; agents and back office employees can be switched to remote working instantly; services can be redirected to partners in the event of office closure or reduced staffing levels.
Unlock Data
We are helping local councils to achieve their data goals by enabling them to access data through multiple systems, analyse data with our free data diagnostic and also securing data.
Data Diagnostic
Analysis of the customer journeys to understand the root cause of customer pain.
Seemless Integrations
Enable all your systems to work together and have a familiar look and feel for customers.
Unified Communications
Share and access data from anywhere in a secure environment.
Data Security
Train staff on the risk of data security and secure all your tools.
Data-Driven Digital Decisions
Without the right data, digital transformation is guesswork. The Local Authority Digital Transformation Index (LADiT), provides clear insights into your community’s digital maturity, helping councils make informed decisions. By understanding how citizens prefer to engage, you can create smarter strategies, allocate resources effectively, and ensure your digital roadmap is built on real evidence.
Invest in the Right Tech
Choosing the right technology is critical for efficiency and cost-effectiveness. The LADiT Index helps councils identify which digital tools best serve their citizens. By aligning investments with actual engagement trends, you avoid wasted spend on underused platforms and ensure services are accessible, future-proof, and tailored to local needs.
Improve Citizen Engagement
The LADiT Index reveals how different demographics prefer to interact; whether online, via phone, or through emerging digital services. With this knowledge, councils can enhance service accessibility, streamline communication, and deliver a seamless experience that meets community expectations.
Get our Local Authority Digital Transformation Index
Helping Local Government achieve
their digital transformation goals
Meet changing citizen expectations
Respond to growing citizen demand for simplified and multi-channel access both within and across the public sector
Increased operational efficiency
Better MI and improved benchmarking, comparable between organisations, can help drive up performance
Cost savings & value for money
Typical savings of 20%+ over 3 years and up to 10% over five years compared to traditional on-premise, capex solutions
Shared Services
A shared technology platform removes a key barrier to the development of collaborative and regional services
Increase operational resilience
Cloud solutions deliver disaster recovery and business continuity benefits; shared services mean services can be failed-over to partners
All the benefits of cloud
A scalable and agile platform to test and trial new functionality and quickly roll out new capabilities
Our Partners
Benefits of working with FourNet
Digital channel shift
Our omnichannel contact centre solutions handle and integrate all communications channels enabling customers to communicate via the channel of their choice; your agents have a joined-up view of the entire customer history.
Value for money
FourNet cloud solutions typically provide technology & IT cost savings in the region of 20%; in addition by providing employees with the right tools and information at the right time, we also deliver dramatic process efficiency gains.
Adoption Journey
We work consultatively and collaboratively with our local government customers to create a roadmap, or an adoption plan, for new channels or services such as AI, ChatBots, social media so you only pay for what you need.
Management Information
FourNet cloud platforms deliver excellent customer reporting as standard, we can deliver granular real-time and historical reporting on all customer interactions that integrates into core BI tools.
Automation & self-service
We can free agent time to focus on complex interactions by automating simple non-value add interactions using AI, ChatBots and RPA. Agents can then focus on helping those with more emotional or complex needs
Agile & Flexible Working
FourNet's Unified Communications, Collaboration and Agile Remote Working capabilities combine with the latest contact centre functionality to enable employees much greater flexibility in how and where they work.
Future proofing
A FourNet cloud solution provides a foundation or core platform that can easily be added to or further developed to offer new channels or new services as and when you are ready to adopt them.
Fully Integrated
Whether you have a single integrated platform or multiple business applications serving your citizen requirements, FourNet provides a single view for contact centre agents of all citizen interactions and all back office systems.
Collaboration
Enable front line citizen facing employees and back office to collaborate seamlessly with the latest unified communications technology. Collaborate inter and intra agency to deliver the best outcome for the citizen.
Use Cases
SMS chat
Enable customers to get in touch via SMS chat for when voice calls aren't suitable or feasible. FourNet contact centre solutions allow customers to get in touch via any communications channels. Contact centre employees can see an individual's entire contact history however they get in touch and can respond via their preferred medium.
Video conversation
FourNet's omnichannel contact centre solutions enable video conversations between contact centre employees and citizens. Sharing video footage can describe a situation far better than just words e.g. housing & repairs, environmental issues or anti-social behaviour.
Picture upload
Our contact centre solutions enable picture uploads directly from smart phone or tablet cameras direct to the agent. Simply by clicking on a text message sent from the contact centre employee, customers can upload relevant images that can be shared with the relevant department e.g. potholes, fly-tipping etc.
Mass notifications
With FourNet's mass notification solution, you can transmit information and instructions in real-time to your customers or employees. Whether it is mass notification of changes of bin collection dates or road closures councils can keep citizens informed and head off unnecessary in-bound contacts.
Appointment reminders
Reduce your appointment no-shows by sending automated reminders via SMS, email or voice. Improve customer care and reduce wait times. Through intelligent and proactive notifications, FourNet's appointment reminder solutions helps your customers stay informed so they miss fewer appointments and arrive prepared and on-time, avoiding unnecessary frustration.
Chatbots
Use voice or text AI-powered chatbots to automate or provided assisted service to citizens and streamline problem resolution. From payment queries to leisure enquiries; from checking bin collections to reporting potholes: chatbots can automate the resolution of simple queries or triage issues and escalate to the appropriate agent.
Trusted by many
"We are using technology to enable change across all services delivered by the organisation, such as new telephony and a digital portal to help drive improvement for our customers and staff. This change involves encouraging citizens to use automated telephony, self-service and self-help so that the council can deliver efficient services and thereby drive savings."
Jayne Robinson
Interim Services Director, Luton Borough Council
"The configuration of our customer service centre is quite complex when FourNet said they would have it built within two weeks I didn't hold out much hope. I am pleased to say they proved me wrong and on go-live day all agents were up and running on the platform within 10 minutes and working independently within 40 minutes."
Emily Goodhead
Project Manager, Shropshire Council
Recent Projects
Procurement Frameworks
Get in Touch
Complete the form opposite and a member of the Fournet team will be in touch to see how we can help