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Why WhatsApp Could Transform Community Services
Messaging can lower the cost of reaching council services because it uses a channel many citizens already understand and open every day.
NovusServe Research 15 August 2026 7 min read
Messaging can lower the cost of reaching council services because it uses a channel many citizens already understand and open every day.
Why this matters
A real channel must authenticate carefully, resume durable workflows, hand off to people, record consent and never imply that a chatbot has council authority.
Digital infrastructure should strengthen community institutions, not make them harder to recognise.
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