Councils recieve thousands of enquiries and applications every month. In order to track how citizens were choosing to engage with council, and how effectively they were being dealt with, Talos helped a Council build a reporting tool to help them understand these trends more easily.

By connecting directly to a replica of the underlying application database we were able to surface all details of customer interactions and visualise them in an easy to digest manner.


Talos developed a tool that allows Council managers to monitor and examine trends in Customer Enquiries and Applications using the Power BI Platform. This allowed for analysis of changing customer behaviour across different time scales, allowing them to understand long term trends as well as short term patterns in behaviour.

It also allowed them to understand individuals workloads and what tasks were consuming their time. Further it provided insights into how fees were being charged and what for. 

This improved their original reporting position which was more focused on operational, day-to-day task management. While this allowed for a better managed operation, it did not provide the macro insights that would allow for strategic decision making to occur.


Now Council can monitor for changes in customer behaviour and modify their operational strategy to react to them. This improves their ability to meet the changing needs of the community they look after. This is critical for Councils, who operate in an omnichannel environment and have to understand how to serve both young digital natives and older citizens who rely on non-digital channels to engage.


This new tool developed by Talos delivers value by increasing visibility over customer interactions and thus:

  • Identifying trends in customer behaviour
  • Understanding what citizens are needing from council
  • Monitoring internal efficiency in dealing with inbound activities
Enterprise Power BI

Enterprise Power BI

Through the application of our Enterprise PowerBI strategy methodology and tools, we will design an approach for your organisation that will deliver value in alignment with your corporate strategy.

This process will also analyse your technology options and provide initial recommendations on appropriate capabilities and architectures.

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We look forward to discussing your requirements, please complete the form below, book a meeting here, or contact us directly via email: [email protected]