95% of citizen calls, answered.

Luware Nimbus turns the Microsoft Teams you already run into a citizen contact centre — intelligent routing, automation for routine requests, and priority for vulnerable callers. Kent County Council went from answering barely half its calls to 95%, with queue times down to 30 seconds. More citizens reached, less pressure on your team.

See how Kent County Council improved call answering by 44%:

How our Clients did it

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Challenges in local government communication

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    Fragmented communication channels

    Many local governments rely on outdated systems that can't keep up with modern demands. This leads to frustrating service delays and disjointed communication across different departments and services.

    65% of citizens prefer to interact with government services through multiple channels, including online, inperson, and over the phone.

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    Complex and manual workflows

    Local governments handle a wide variety of citizen requests, from permits to licenses, each with its own set of manual, time-consuming steps. These complex processes can be a liability, leading to inefficiencies and errors. 

    Only 36% of citizens find government processes and interactions intuitive.

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    Lack of trust due to a transparency gap

    Citizens expect their local governments to be transparent, but outdated systems can make it difficult to access public records and track how resources are being spent. This lack of transparency erodes trust and makes citizen engagement more challenging. 

Got questions? Let's talk.

Most councils we talk to are weighing the same handful of things. Bring us yours — 20 minutes, no commitment.

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Citizen-centered solutions for effective public service

Luware's solutions deliver tangible improvements in citizen engagement and operational efficiency by transforming how you serve your community. From triaging incoming calls to automating routine tasks, here are concrete scenarios for better citizen outcomes. 

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WhatsApp deflection

During peak times, Luware Nimbus gives callers the option to opt out of a voice queue and into a WhatsApp interaction, which an agent can manage at a more suitable time. 

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Vulnerable citizen triage

The system checks against a CRM to identify if a caller is vulnerable and provides a distribution priority to ensure they reach the queue quicker. 

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Intelligent intent recognition

Replace a classic IVR with a Virtual User that understands what a caller is asking for, such as "bees in their loft," and routes them to the correct department, like pest control.   This speeds up resolution and minimizes call transfers.   

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Detect urgency in real time

A Virtual User can detect the urgency of a call, such as a citizen without heating, and automatically escalate it to a crisis response team.

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Automate ticket creation

Guide citizens through a ticket creation process using natural language understanding. This streamlines admin processes and reduces form errors.

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Build autonomous information assistants

A Virtual User can instantly reply to citizen questions like, "What is my bin day?" by using data from an external database. This reduces call volumes during busy periods and improves citizen satisfaction with 24/7 availability.

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Proactive phone outreach

Outbound workflows can be configured to automatically call citizens with a personalized message reminding them of upcoming appointments or to carry out a post-treatment check-in.

Numbers that speak for themselves

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95%

Kent County Council's pension department improved its call answering rate from just over 50% to 95%. 

Answer rate
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30 s

Kent County Council also reduced its average queue time to just 30 seconds. 

Average queue time
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1M+

The Belgian Ministry of Finance handled up to 1 million calls per month during peak tax season.

Monthly Calls
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8 weeks

The Belgian Ministry of Finance migrated over 8,000 users and 400+ services in just 8 weeks

Migration time
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5,000

Derby City Council modernized its system to support 5,000 users across 95 buildings. 

 Supported Users
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1 day

Team leaders at Derby City Council were able to make real-time script changes, reducing update time from weeks to just a single day. 

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Compliance-first communication for peace of mind

For insurance providers, maintaining strict compliance is non-negotiable. Luware Nimbus is built on Microsoft Teams, leveraging the platform's security and integrating transcription and audit trails to support global regulatory requirements, from Solvency II to regional data protection laws.

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AI for customer service, without the hype

A practical guide for teams weighing up AI — what actually works, where to start, and how to do it responsibly. Inside:

  • Where AI helps today — from automating routine requests to analysing demand
  • How to start small and scale, instead of betting on one big rollout
  • Handling the real blockers: data security and team buy-in
  • Keeping humans in the loop — oversight, compliance, and measurable ROI

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CX the Luware-way vs. with outdated systems

Luware's solutions directly address your most pressing challenges by transforming how you serve your community. Our platform integrates powerful features into a single, unified environment.

The Luware-way

Without Luware

Offer digital channels

Luware Nimbus gives callers the option to opt out of a voice queue and into a WhatsApp interaction, which an agent can manage later.

Limited channel options

Agents are often overwhelmed during peak times, and prolonged wait times lead to unhappy citizens.

Prioritize vulnerable citizens

Our system checks against a CRM to identify vulnerable citizens and assigns them a higher distribution priority to ensure they get help faster.

No caller prioritization

Vulnerable citizens must wait in long queues, putting them at risk because agents lack visibility to provide proper safeguarding.

Use intelligent intent recognition

Replace a classic IVR with a Virtual User that understands what a caller is asking for. This speeds up resolution, minimizes call transfers, and increases the chance of entering the correct queue the first time.

Rigid IVR systems

With a classic IVR, callers may not know the correct term for their issue, leading to frustration and misrouting.

Detect urgency in real time

Our workflow can detect the urgency of a call and set the distribution priority directly in the Nimbus workflow. This connects people to the right services faster.

Manual urgency detection

Without intelligent urgency detection, rigid workflows with multiple steps can result in urgent needs being handled with the same priority as a standard query.

Automate ticket creation

Guide customers through a ticket creation process using natural language. This streamlines admin processes and reduces form errors.

Manual form filling

Humans must handle the task of filling out forms and creating tickets. This can lead to time-consuming admin processes and more form errors.

See what Nimbus could do for your council

Book a 30-minute demo and we'll show you:

  • How Kent County Council lifted call answering to 95%
  • Routing that gets citizens to the right team the first time
  • Automation that clears routine requests off your agents' plates
  • Security and compliance built for the public sector (GDPR, Swiss FADP, ISO 27001)