Fireside chat: Digital public services 2.0 – automated workflows and resident-first design

Cities are accelerating the shift from manual, paper-based processes to automated, intelligent public services. This session examines how workflow automation, conversational interfaces and identity platforms can streamline interactions from permitting to benefits administration. It focuses on reducing friction, improving accessibility and integrating services across departments.

Key talking points:

• Using automation to cut backlogs and simplify high-volume transactions
• Designing inclusive digital journeys that reduce burden on residents
• Integrating identity, payments and case management into unified service portals
• Building transparency, auditability and safeguards into automated decision systems