Community Engagement for Local Government
Community Engagement tools to increase resident engagement, improve customer service and better understand your communities.
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The opportunity
With reorganisation on the horizon, increasing service demand, and trust in public institutions at historic lows, councils face a pivotal moment. Success now depends on understanding communities deeply, acting transparently, and engaging in conversations that feel real, not transactional.
Orlo’s Community Engagement Platform enables local authorities to capture the voice of their communities, respond in real time, and turn feedback into change that makes a difference. Whether it’s shaping strategy on regeneration projects, addressing misinformation before it escalates, or ensuring services are accessible to all, Orlo equips councils to demonstrate they are listening and acting.
By uniting engagement, surveys, social listening and insight in one place, Orlo helps councils build trust, guide evidence-led change, and deliver community focused outcomes.
”
Resident engagement is necessary within all councils, as it is somewhere we can have our views heard, question staff, and hold the council accountable for their performance.”
Michele, Chair of Your Voice, Arun District Council
The Orlo solution
Orlo works with over 150 local councils supporting them with their community engagement in three key areas.
1. Social media management
Orlo helps councils manage social media, engage communities, build trust, tackle misinformation and improve outcomes through centralised real-time communication.
The Orlo platform allows local authorities to manage social media more effectively, engage communities at scale by launching campaigns and measuring their impact, respond quickly to residents and tackle misinformation before it spreads. By centralising digital communication across teams and capturing real-time public sentiment, councils gain greater insight into the needs and concerns of their communities. This enables them to build trust, improve service outcomes, and demonstrate accountability in every interaction, while also showing they are listening, learning, and acting on what matters most to the people they serve.
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2. Voice of the community
Orlo helps councils gather feedback, understand sentiment and spot issues through surveys, consultations, listening and monitoring to inform better decisions.
Orlo’s Voice of Community tools, including surveys, consultations, social listening and media monitoring, help councils gain a deeper understanding of public sentiment, gather meaningful feedback, and identify emerging concerns before they escalate. These tools provide valuable insight into what matters most to local people, enabling more inclusive and informed decision-making. By actively involving communities in the conversation, councils can build lasting trust, demonstrate transparency, and ensure that the services they deliver truly reflect the diverse needs and priorities of their residents.
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3. Customer service
Orlo helps councils respond faster, save money, ease team pressure and improve satisfaction by streamlining digital queries through chatbots, live chat and inbox.
Orlo’s customer service tools, including chatbots, live chat, whatsapp and sms and the centralised inbox, help councils respond more quickly to resident enquiries, reducing pressure on frontline teams and improving overall satisfaction. By streamlining the handling of digital queries across multiple channels, councils can deliver services that are faster, more accessible and easier to manage. These tools also help demonstrate that councils are actively listening to their communities, responding to real needs and taking meaningful action to improve the citizen experience.
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Orlo products and features
Surveys
Capture direct, indirect and inferred feedback. So you can listen to all of your community.
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Benchmarking
Understand what’s happening within your sector and how you compare at a glance.
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Social Listening
Listen to and understand the needs of your community with social media listening.
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Analytics
Interpret your data and create impactful reports that show the value of your work.
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Content Calendar
Plan, create, approve, schedule and manage all of your campaigns in one place.
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Content Creation
Use our content creation tools to publish engaging, relevant and timely content.
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Reviews
Monitor, respond to, and amplify your reviews to understand what matters most to your community.
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Post Boosting
Ensure your most vital updates get in front of the right people, at the right time, for greater reach, clicks and engagement.
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Chatbot
Increase team capacity, save your agents’ time and decrease cost-to-serve by reducing 50% of inbound queries.
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Live Chat
Be there when your community need you most by responding instantly with Orlo’s live chat feature.
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Orlo Insights
Combine the power of Social Listening, Media Monitoring and AI, developed with the Public Sector in mind.
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Scheduling Tools
Use the content calendar to plan ahead and schedule social media posts at peak times to boost engagement.
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Social Archiving
Archive social media posts with ease, archiving is built in to the Orlo platform as standard.
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The community need
33
of adults in the UK took part in civic participation in 23/24.
56
of adults were satisfied with how their councils run things.
42
of the UK population say they trust local government.
”
Orlo has been brilliant in developing their offer to the public sector, they are very keen to work with us, really understand our challenges, both strategic and tactical, about how we use their platform, but also the big challenges we’re facing as a sector and how they can really help us overcome those challenges and bring more opportunities to how we communicate with residents, how we understand our communities and how we do our work”
Michael Stringer, Director of Communications, Surrey County Council
Supporting
150
local authorities
Building trust with over
51,000,000
citizens
Handling over
125,000,000
digital conversations
Meet some of the local government team
Jack Fox
Digital Community Engagement Consultant – Local Government
As Digital Community Engagement Consultant at Orlo, Jack is passionate about helping local government organisations connect with the citizens they serve by working with them to develop and enhance their digital engagement strategies. With over 11 years of experience in community feedback, insight and public sector engagement he has supported more than 150 public sector organisations to address key challenges, from safer neighbourhoods and better health outcomes to net zero, improved housing and economic growth. Jack specialises in helping Local Authorities turn feedback into action, helping them to build trust, connect with their communities and deliver long-term positive change.
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Laura Hogan-Jones
Local Government Customer Success Manager
Before joining the Orlo team, Laura spent 2 years as a Social and Digital Communications Manager at Wakefield Council leading on social media and other digital functions within the local government space. Prior to that she spent several years within the NHS. As a former customer herself she knows firsthand the journey Orlo can take you on, bringing her experience and understanding of the strengths and challenges that this sector encounters, she’s able to support you in the right way. From a simple tweak to your campaign, to strategic discussions around your wider goals, recognising value is always part of the conversation.
Meet the Orlo team
Meet some of the other ‘Orlonians’ dedicated to improving community engagement in the public sector.
Meet the team
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Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
Don’t miss out – stay in the know.
Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
See the power of Orlo in action today.
Increase community engagement
Improve customer experience
Build trust
