Trillet for local government
Resolve every resident conversation end‑to‑end
AI that handles enquiries, service requests, rates and payments — across voice, SMS and chat — with full audit trails and direct action in your systems.
The real challenges in resident services
Residents expect immediate answers. Councils face limited staff hours, after-hours gaps, and high volumes of routine enquiries — with staff time consumed by repetitive admin instead of complex cases.
Missed calls, long hold times and incomplete follow-ups create abandoned requests and slower resolution times.
Results organisations are already seeing
10×
lower call abandonment
80%
lower cost to serve
End-to-end
complex resident conversations resolved
Key use cases, resolved in your systems
01
General enquiries & information
Answer questions about rates, waste collection, opening hours, local laws and services — instantly and consistently across channels.
Transcript
VoiceCaller
Is the green bin this week or next? I’ve lost track since the changeover.
AI agent
You’re on the fortnightly cycle — green goes out Tuesday night for a Wednesday pick-up.
Collection calendar sent by SMSNext four dates · property ••6014
02
Service requests
Log and route requests for potholes, streetlights, parks, waste and other issues directly into your systems during the conversation. Residents receive confirmation and a reference number on the call.
Transcript
VoiceCaller
There’s a big tree down right across the path in Marsden Reserve — nobody can get past it.
AI agent
I’ve logged it to parks and flagged it as blocking access, so it goes out as urgent. I’ll text you the reference.
Service request createdParks · ref ••4821
03
Rates, billing & payments
Handle balance enquiries, payment arrangements and simple billing questions. Actions are taken in your live systems with a complete record.
Transcript
VoiceCaller
I can’t pay the whole rates notice this quarter. Is there any way around it?
AI agent
We can set up an instalment arrangement. Would fortnightly payments be easier?
Payment arrangement createdFortnightly · assessment ••7130
04
After-hours & overflow
Answer every resident enquiry outside business hours and during peak periods. No missed calls. No voicemail black holes. Urgent matters escalated according to your rules.
Transcript
Voice · 9:12 PMCaller
There’s water coming up through the road right outside my place.
AI agent
That’s one for the on-call crew — I’m putting it through to them now, not in the morning queue.
Escalated to on-call crewPriority · ref ••2264
05
Appointments & bookings
Book, reschedule or confirm appointments for council services in real time against your live schedule.
Transcript
VoiceCaller
I need an inspection booked for the deck we’ve just finished.
AI agent
I’ve got Thursday morning or Friday afternoon with a building surveyor — which suits you?
Inspection bookedThu 9:30am · building surveyor
Results that matter for local government
10×
lower call abandonment
80%
reduction in cost to serve
End-to-end
complex resident conversations resolved
100%
of interactions logged with a full audit trail
- Error rate
- <1%
- Call escalations reduced to
- <15%
Integrations
Works with your existing systems
Connects directly to the CRM, case management, rates, telephony and service request systems you already run. No parallel systems. No double entry. Every action is written into the tools your team already uses.
During the conversation
Service request created and routed to the right team
Rates enquiry logged against the property record
Inspection written to your booking calendar
Reference number sent to the resident from your number
Council system integrations
TechnologyOne OneCouncil
Civica Authority
Infor Pathway
Ready Community
OpenText Content Manager
Objective Trapeze
Microsoft Dynamics 365
Granicus OpenCities+ moreFull audit logs and role-based access.
ACMA and TCPA compliant.
Australian data residency — call recordings, transcripts and backups stored in Australia, with in-country LLM hosting available.
On-premise and private cloud deployment available.
Complete records for FOI and compliance review.
Frequently asked questions
Trillet connects directly to the CRM, case management, rates, telephony and service request systems you already run — including core council platforms such as TechnologyOne OneCouncil, Civica Authority and Infor Pathway. Additional systems are connected through your system’s API during onboarding. No parallel systems, no double entry.
Every call is answered outside business hours and during peak periods — no voicemail, no missed calls. Urgent matters are escalated according to your rules, so an after-hours report that needs an on-call crew goes to them immediately rather than waiting in a morning queue, with the full interaction preserved in the audit trail.
Yes. Call recordings, transcripts and backups all reside in Australia, and Trillet is Australian owned. For organisations that require it, LLM inference can also be hosted in Australia — ask about in-country hosting during onboarding. On-premise and private cloud deployment are also available.
Yes. The same agent handles voice, SMS and web chat, so a resident can start an enquiry on one channel and the interaction is logged consistently across all of them — with the same audit trail and the same actions written into your systems.
Ready to resolve every resident conversation end‑to‑end inside your environment?
Speak to sales to review how Trillet integrates with your systems and meets your compliance requirements.
A working session with the team that builds the platform — not a scripted demo.