With increased customer expectations, reduced funding and technology driving most improvements, Robotic Process Automation is a good option for local councils. Willoughby Council in NSW is using robotics to improve residents’ experience, writes Mustafa Ghulam. Council has been piloting the usage of Robotics Process Automation (RPA) to automate customer service request processes. This has generated operational efficiencies as well as improved customer experience. Council staff have named their new digital colleague ‘Dexter’.