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One simple, connected experience
A single conversational entry point replaces fragmented systems, making it easy for residents to get answers and complete tasks, from everyday requests to major life moments, while reducing repeat contact and inbound demand for council staff.
Smarter, more efficient service delivery
Consistent, accurate responses at scale lower call volumes and operational costs, freeing council staff to focus on complex, high-value, community-focused work.
Advertising
Guide introduces a shared advertising-funded model designed specifically for the public sector and higher education, creating a sustainable new revenue stream without compromising service.
Guide is also available under a traditional SaaS model.
Simpler services.
Smarter support.
Stronger communities
Guide is a conversational, agentic AI experience that acts as a trusted digital companion for residents. It listens, interprets intent and orchestrates actions across enterprise systems to deliver fast, accurate, and personalised support.
Whether it’s a resident seeking to pay their rates or trying to find out when their bin day is, Guide transforms complex data and processes into clear, human-centred experiences, all through a single, intuitive interface.
Guide for residents FAQs
An extension of Plus, Guide uses agentic AI to deliver instant, accurate and personalised assistance to residents, securely connected to live council data and systems.
Guide makes council services for residents simple, intuitive, and accessible for the whole community. From paying rates and checking bin days to reporting issues and tracking requests, Guide allows people to ask questions in natural language and receive trusted answers in a single user interface – removing complexity and providing clear direction when it’s needed most.
Unlike other solutions in the market, Guide is natively and seamlessly connected to your ERP and related services required for residents — delivering a fully integrated experience that standalone platforms simply cannot match.
Beyond ERP integration, Guide uses AI agents to securely access information and services from third-party systems and council websites. This gives residents a single, consistent way to find information, access services, and view their interactions with council—all through an intuitive, conversational interface that uses plain language.
Agentic AI refers to AI systems that operate autonomously to achieve specific goals with minimal human supervision. These systems can plan, make decisions, use tools, and adapt their behaviour over time, unlike traditional AI that simply responds to inputs or follows predetermined rules.
Plus is an agentic AI system designed to help council staff get the most value from their TechnologyOne ERP.
Guide is designed for a councils’ community – residents, visitors and businesses interacting with council services. It is a resident-facing platform that makes it easy for the community to find information, get answers, and engage with councils. Guide directly helps your community.
Guide is for local councils in Australia and New Zealand and the communities they serve — residents, visitors, and businesses.
Guide can be accessed via phones, tablets, laptops and desktop computers. No software installation is required. Residents simply access Guide through their council’s digital services using a web browser.
Guide is designed to be intuitive - if you can type a message, you can use it. There’s no need to learn new screens or complex navigation; simply ask in everyday language and Guide understands, responds, and acts. Most users need only a quick introduction to get started.
Guide introduces a shared advertising-funded model designed specifically for councils, creating a sustainable new revenue stream without compromising services.
Guide will also continue to be available under a traditional SaaS subscription model.
Guide will be available to purchase from May 2026.
Guide for residents will be available to use from our 2027A release (April 2027). This initial release will deliver core capabilities, with functionality expanding over time through future releases.
Prior to this date we will be working with early adopter customers across UK and ANZ.
Guide can be implemented quickly. Our implementation team will work closely with councils to agree on achievable timelines based on the required scope, enabling early value and quick wins for both council staff and their communities.
Guide is built on TechnologyOne’s Defence in Depth security architecture best practice principles, such as 'the human in the loop'. It is underpinned by the ISO 42001:2023 certification, the world’s first global standard for Artificial Intelligent Management Systems. TechnologyOne’s vision to build human-centred, AI-powered solutions is now underpinned by a robust, internationally recognised framework that ensures the highest standards of responsible AI and AI governance across research and development (R&D).
But safety is not a set and forget issue, especially when using Large Language Models. Guide is penetration tested and employs a range of methods to keep users on topic and safe.
In addition to this, Guide is thoroughly prompt tested using a strong evaluation framework. Both happy tests and edge case prompts are tested to ensure that Guide works and continues to work for our users.