Digital Governance of Resident Services for Local Councils

Overview: Tech Mahindra’s Digital Governance of Resident Services for Local Councils enables local governments to modernize service delivery through unified service orchestration, AI-driven self-service, intelligent employee assistance, and seamless integration across council departments.

Built on Amazon Web Services (AWS) and powered by the Pega Platform™, the solution uses a composable, modular architecture to streamline resident service management and improve operational efficiency for government agencies and department staff. The platform supports the digital transformation of citizen services with advanced automation, generative AI capabilities, and intelligent case management.

Key Features:

● Multi-channel support for resident interactions across contact centers, web portals, mobile applications, and conversational channels with contextual continuity

● Unified digital experience across service touchpoints, including request submission, additional information capture, status updates, and notifications

● AI-powered self-service portals and conversational assistants to support resident inquiries with contextual guidance

● Adaptive process automation powered by low-code capabilities to configure and deploy workflows across multiple service categories

● Guided case management with intelligent decisioning and GenAI-driven knowledge assistance to support faster investigation and resolution within defined SLAs

● Advanced analytics and insights to support regulatory reporting, audits, compliance, and continuous service improvement

Benefits:

● Enhance resident experience and improve citizen satisfaction

● Improve turnaround time and strengthen compliance with regulatory SLAs

● Handle higher service request volumes through digital self-service adoption

● Increase first-contact resolution through intelligent automation

● Improve productivity and responsiveness for government employees and departments

● Optimize and reduce the total cost of ownership by consolidating fragmented systems and reducing manual processes

Key AWS Services Used:

• Amazon Route53

• Elastic Load Balancing- Application Load Balancer

• AWS Web Application Firewall

• Amazon Elastic Kubernetes Service

• Amazon Elastic Block Store

• Amazon API Gateway

• AWS Lambda

• Amazon Bedrock

• AWS Developer Tools- Codebuild, Codepipeline

• Amazon Elastic Container Registry

• AWS Key Management Service

• AWS Secrets Manager

• Amazon Cloudwatch

• Amazon Cloudtrail

• AWS Security Hub

• Amazon Guard Duty