Australian councils urged to invest in tech for trust boost

Recent research by Datacom has indicated a significant potential for enhancing trust and confidence in local councils through strategic investments in technology.

The study drew responses from over 2,000 Australian homeowners, offering a comprehensive view of public sentiment towards council services and the role of technology in improving them.

Findings from the survey reveal that only 37% of Australians currently perceive their local councils as having a positive relationship with technology. Despite this, a notable 39% believe that investing in technology would enhance overall service delivery by councils. This sentiment is echoed in the potential to build trust, with 70% of respondents indicating increased confidence in their councils and 45% expressing improved trust levels with more technological investment.

The research has highlighted Gen Z as a particularly vocal demographic advocating for technological improvements. Among Gen Z respondents, 85% said they would have more confidence in their local councils if there was increased tech investment, while 62% noted that their trust in councils would grow under similar circumstances.

Peter Nelson, Managing Director SaaS Products at Datacom, commented on the results: "Councils have had to strike a tough balance to affordably maintain essential services. One area where value can be added is through technology that enables citizens to better engage and stay informed on areas that matter most to them."

The survey also identified constituents' priorities for council service improvements. Key areas highlighted include better value for money (50%), quicker processing of council applications (44%), and simpler application processes (43%). Addressing these issues is seen as vital for cultivating a more positive dynamic between councils and their communities, particularly among younger generations.

In terms of service value, waste collection was noted as the most valued service (72%), followed by shared facilities (67%) and road maintenance (49%). However, satisfaction with council services varied by state, with Queenslanders reporting the highest satisfaction levels (57%) and Victorians the lowest (44%).

Comparisons with the previous year's findings reveal growing challenges for councils. The proportion of Australians feeling listened to by their councils has decreased from 35% in 2023 to 27% in 2024. Engagement levels have similarly shown a downward trend, with overall participation slipping from 55% to 52%. Furthermore, the survey shows a lack of awareness about the full range of council services, with two-thirds of respondents admitting to being uninformed, and 38% expressing doubts about their councils' sustainability practices.

Commenting on these trends, Nelson said, "It's no surprise to see the significantly positive impact that tech investment can have for councils. Advancing technologies like AI continue to be the hot topic - especially in terms of the kind of efficiency wins that the research has identified as being at the top of Australians' wishlists."

Despite emerging concerns, trust in local councils remains relatively strong at 61% nationally. The study identified clear actions councils can take to boost this trust further. Transparency in financial reporting was particularly emphasised, with 84% of Australians indicating that it would make councils more trustworthy.

Overall, the research underscores a clear mandate for tech investment across Australia's councils. The company is advancing solutions like Datascape, designed to help councils engage and work more collaboratively with their communities, utilising AI-enabled innovations to meet public demand for improved service delivery and enhanced engagement.