Rethinking Technology in Local Government

Rethinking Technology in Local Government: A Call to Action

By Richard Young, Head of Local Government, Salesforce

The latest survey from Salesforce and LGC underscores an urgent need for a technology transformation in local government. Legacy systems and fragmented infrastructure remain significant roadblocks to digital progress, with nearly half of respondents identifying them as barriers to adoption.

Outdated, disconnected systems limit efficiency, frustrate staff and residents, and prevent seamless data sharing—ultimately hindering councils from delivering modern, responsive services.

Breaking Down Silos: A Unified Approach

To move beyond fragmented solutions, councils must embrace a connected digital ecosystem that integrates systems, data, and stakeholders. Salesforce enables this shift through:

✅ MuleSoft – Seamlessly integrates legacy and modern systems, allowing for real-time data sharing and eliminating silos.
✅ Salesforce Customer 360 – Provides a single, unified view of residents, enabling personalized, consistent service delivery across all touchpoints.

By adopting a resident-first approach, councils can streamline operations, enhance engagement, and deliver services more effectively.

Overcoming Barriers to Digital Transformation

While the benefits of modern technology are clear, our survey reveals significant challenges to implementation, including:

Limited training and resources
Resistance to change
Budget constraints

Salesforce supports councils through these challenges by providing:

🎓 Comprehensive training programs – Equipping staff with the skills to confidently adopt new technology.
🤝 Shared service models – Encouraging collaboration across councils to pool resources and scale best practices.
🚀 The Government Innovators Network – A knowledge-sharing platform connecting public sector leaders and private technology partners to drive innovation.

By focusing on incremental modernization and ROI-driven deployments, councils can maximize value while staying within budget constraints.

Empowering Councils for the Future

To truly future-proof local government, technology must be:

✔ User-friendly – Intuitive systems reduce friction, enabling both staff and residents to self-service with ease.
✔ Scalable and secure – Protecting against cyber threats and evolving challenges.
✔ Designed for impact – Fostering collaboration between public and private sectors to drive long-term innovation.

Salesforce has already made a measurable impact:

🏛 A UK council integrated over 30 legacy systems, reducing administrative overhead by 40% and increasing resident satisfaction by 25%.
🇦🇺 An Australian local authority centralized resident engagement, cutting service request response times by 50%.

Across the globe, we are transforming council operations, governance, and resident experiences.

A Connected Future Starts Now

Now is the time for councils to rethink their approach to technology. By embracing scalable, integrated solutions, they can deliver better services, empower staff, and put residents at the heart of every decision.

Together, we can reimagine local government—creating a more connected, efficient, and empowered future.