Gather feedback on public services, campaigns, or community initiatives to understand how citizens feel and where improvements are needed.
Capture the Voice of Every Corner of Your Community
Orlo’s Voice of the Community solution is designed to help you deliver more responsive, cost effective services by making public engagement more inclusive, intelligent and, impactful.
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Built with the public sector in mind
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The only platform that lets you
Manage and measure your community engagement, all from one place.
Capture direct, indirect and inferred feedback. So you can listen to your community.
Engage citizens one on one or close the loop with everyone at the same time.
How we do it
By capturing the voice of even the hardest to reach members of your community and understanding the insight they share with you in real-time, you can make data-led decisions, respond to concerns faster, strengthen community engagement and build trust.
Orlo empowers strategy, comms, and, transformation teams to meet statutory duties, reduce inequality, and secure public buyin supporting effective service delivery, financial sustainability, and democratic legitimacy in a time of increasing pressure.
Listen.
Gather direct feedback from your community through surveys, on social media, in press and media, blogs, forums and, review sites.
Use Social Listening to capture indirect feedback where people may be talking about you but not to you. Capture inferred feedback from operational data such as customer service interactions
Understand.
Use Orlo’s advanced analytics, sentiment analysis and reporting to measure levels of trust and the drivers behind it. Measure citizen sentiment, emotion, trends and, needs.
Track the impact of changes over time and in the moment reactions to things like planning and development projects or emergency response effectiveness.
Act.
Respond to feedback directly or close the loop at scale. Use the data captured to inform policies, services and products and adjust plans based on citizen priorities to drive evidence based change.
Direct citizens to self service tools to deflect demand and tackle misinformation with proactive communication.
Voice of the community for:
Public sector leadership teams
Deliver more responsive, cost-effective services by strengthening resident engagement and building trust. With consultation, listening and insight tools, leadership teams can identify issues earlier, improve outcomes, and reduce service demand. The platform supports transparency, evidenceled policy, and inclusive participation, helping you to meet financial targets, tackle inequality and demonstrate democratic accountability under growing public and political scrutiny.
Use the VOC solution to:
- Deliver highquality, costeffective services
Ensure essential services (social care, waste, housing, education, planning, etc.) are delivered efficiently, reliably, and, within budget especially under increasing financial constraints. - Improve resident outcomes and reduce inequalities
Whether your focus is on safer communities, better health, improved housing, supported families, sustainable futures or, a stronger economy, use effective community engagement to ensure everyone in your community can thrive. - Drive economic growth and regeneration
Attract investment, create jobs, and, improve infrastructure, supporting post-COVID recovery, town centre regeneration, housing development, and sustainable transport. - Ensure financial sustainability
Maintain balanced budgets, achieve savings targets, secure grants/budget requests and generate income, often via transformation programmes, commercial ventures, or digital innovation. - Strengthen trust, transparency, and, democratic participation
Improve engagement with residents, demonstrate accountability, and boost civic involvement through better consultation, communications, and responsiveness to public concerns. - Attract and retain talent
Drive employee engagement, boost morale and save on recruitment costs by using feedback from those on the frontline to drive evidence based change. - Understand public sentiment
From holistic levels of trust towards your as a whole, to location specific issues, right through to incident response. Maintaining an understanding of how public sentiment changes over time can alert decision makers to problems before they become issues, understand what activity will be the most impactful and even predict the impact of future campaigns.
Strategy, transformation and innovative leaders
Embed public insight into decision-making, driving smarter, more equitable change. Orlo’s VOC solution supports crossorganisation transformation by consultation, listening, and feedback, enabling earlier intervention, stronger buy-in, and clearer alignment with priorities. Orlo provides the data and tools to measure engagement effectiveness, track outcomes, and deliver evidencebased strategies that improve resident lives and reduce long-term demand.
Use the VOC solution to:
- Deliver cross transformation
Lead and coordinate strategic change programmes, spanning digital innovation, service redesign, and new operating models, to drive long-term efficiency and sustainability.
Why it matters: Public sector bodies are universally facing funding shortfalls, rising demand and a need to “do more with less.” Transformation is not optional. - Improve outcomes for residents and communities
Ensure policies and programmes result in measurable improvements in public wellbeing, especially for vulnerable, traditionally harder to reach and underserved groups.
Why it matters: public sector bodies are judged not just on delivery, but on impact, and outcomes like health, housing, and economic inclusion are central. - Embed evidence-based, data-led decision making
Strengthen the use of data, insight and public feedback in shaping strategy and allocating resources, ensuring decisions are transparent, equitable and targeted.
Why it matters: In a world of public scrutiny, the communities you serve demand visibility into how and why decisions are made and transparency about their eventual impact. - Ensure effective public and stakeholder engagement
Design and deliver meaningful, inclusive engagement to build public trust, secure buy-in for change, and meet statutory consultation duties.
Why it matters: Poor engagement leads to delays, legal challenges, or failed policies while effective engagement supports legitimacy and longterm success. - Align the to priorities and corporate plan
Translate elected members’ vision into deliverable strategies and ensure services, partnerships, and staff are aligned to shared priorities.
Why it matters: strategy teams are the bridge between leadership and operational delivery responsible for coherence and impact.
Communications and customer service teams
Build trust, reduce reputational risk, and demonstrate impact. By unifying consultations, listening and analysis tools, Orlo’s VOC solution ensures inclusive, transparent, and real-time engagement especially during crises or high-impact policy change. Comms teams can manage the narrative. combat misinformation and respond at scale while proving how their work supports behaviour change, service uptake and democratic legitimacy in an increasingly complex environment.
Use the VOC solution to:
- Build and maintain public trust
Ensure consistent, transparent, and timely communication that builds resident confidence in decisions, services, and, leadership.
Why it matters: trust is essential for compliance, behaviour change, and long-term legitimacy especially during cuts or crises. - Support inclusive resident engagement and participation
Reach all parts of the community, especially those who are traditionally underrepresented, to improve responsiveness, equality, and, democratic legitimacy.
Why it matters: public sector bodies have a duty to consult fairly and demonstrate that public voices shape decisions and services. - Protect and enhance reputation
Proactively manage the media narrative, respond to misinformation, and, handle issues that could damage public perception or political credibility.
Why it matters: reputation affects everything from local pride to partner collaboration and political capital. - Enable effective crisis and issues communication
Ensure you can communicate rapidly and clearly during emergencies, public health incidents, or, service failures minimising harm and confusion.
Why it matters: communications is critical infrastructure during crises; failures here can deepen mistrust or risk. - Demonstrate the strategic value of communications
Use data and insight to show how communications contributes to resident satisfaction, service uptake, behaviour change, and goals.
Why it matters: Communications is often underresourced or misunderstood. Proving impact helps secure budget, while showing influence helps to prove strategic value and cost-efficiency. Showcasing how communications contributes to priorities such as improved health outcomes, reduced demand and, increased public trust amidst restructuring and financial pressures, is vital.
Schedule a voice of the community demo
Here’s what to expect:
A discovery session to understand your strategic objectives
An opportunity to share any circumstances that may be making achieving those outcomes more challenging
A live demo of the Orlo platform, bespoke to you, complete with best practice guidance and case study examples from across the Orlo community
A friendly, no pressured approach from someone who understands the public sector
Ask us a question about voice of the community
Why is voice of the community important?
Community Insights
Social listening helps public sector organisations understand the thoughts, needs, and preferences of their communities. By analysing online conversations, they can tailor services and communications, address concerns, and strengthen relationships. Listening to what’s being said also reveals opportunities for improvement and innovation.
Reputation Management
Monitoring social media conversations keeps organisations informed about public perception. Tracking mentions, reviews, and comments enables quick responses, issue resolution, and effective reputation management. Promptly addressing negative sentiment shows commitment to citizens and helps prevent crises, supporting a trusted online presence.
Competitive Benchmarking
Social listening also offers valuable insights into how neighbouring organisations engage their audiences. By tracking competitors’ campaigns and community interactions, public sector teams can identify trends, benchmark performance, and refine their strategies to stand out and build stronger community trust.
What can you use voice of the community for?
Measure citizen satisfaction
Inform your communications strategy
Use insights from surveys to tailor messaging, identify priority audiences, and shape future engagement plans.
Track sentiment and public opinion
Monitor trends and attitudes over time to anticipate emerging issues and respond proactively.
Demonstrate impact and accountability
Turn data into actionable reports that showcase performance, transparency, and value to stakeholders and senior leaders.
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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Trusted across the public sector
Carolyne M.
Digital Team Leader
“Orlo gets my vote!”
As a customer service tool it is fantastic and we found it invaluable for emergencies such as weather, to get the team on message for getting crucial information out quickly.
23
31 reviews (4.4 out of 5)
See the power of Orlo in action today.
Increase community engagement
Improve customer experience
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