Introduction

The Local Government Architecture Model (LGAM) is designed to be a guide to the public technology layers that are used to deliver local public services.

The LGAM is part of a wider vision for local government technology. It guides:

  • the Government Digital Service (GDS) in building common products, including those for local government
  • government departments that build products and services for councils
  • councils who want to work with other local authorities on products and services
  • vendors who need to make common capabilities, patterns and dependencies more visible

The LGAM is a work in progress and will continue to evolve as we work alongside local government to refine it.

For more information on how the LGAM was created, read our blogs on:

Architecture layers

The architecture model separates local government technology into 5 distinct layers.

It maps the journey from how a user interacts with a service down to the back-office systems that run it. Use this guide alongside a wider capability model that covers areas such as hosting and infrastructure to build a complete understanding of your technology stack and how its components fit together.

Public Channels

Public channels are how service users interact with councils, so government services are required to be delivered across as many channels as possible.

The Service Manual provides more information in point 3: provide a joined up experience across all channels.

  • In person
    Face-to-face interactions at a council office, a user's home or business, or another physical location.
  • Phone
    Voice calls allowing users to speak directly with council staff for support, enquiries, or complex transactions.
  • Email
    Asynchronous written messages used for direct communication between users and the council.
  • Letter
    Physical postal mail used for formal notifications, legal correspondence, or providing a permanent physical record.
  • Online
    Websites, web portals, apps, and online forms enabling users to self-serve and access information digitally.
  • SMS or text messaging
    Text-based messages used to provide quick updates, alerts, or appointment reminders.
  • Social media
    Social networking platforms used to broadcast information, answer queries, and engage with the community.
  • Smart devices
    Connected hardware (such as Internet of Things sensors or smart speakers) enabling automated or voice-activated interactions.
  • Third-party channels
    Indirect channels where users interact via a proxy, such as a local MP, an advocate, or local media.
  • Video
    Remote video calls enabling face-to-face conversations without the need to travel to a council building.
Council Interfaces

Interfaces which allow service users to contact and use a council’s services.

  • Apps
    Both native and cross-platform mobile applications providing dedicated services to citizens.
  • API gateways
    Machine-to-machine interfaces handling third-party integrations and smart device inputs.
  • Automated phones
    Automated telephony systems, such as IVR and conversational voicebots.
  • Human
    Customer service representatives or specialist officers handling queries.
  • Public devices
    Publicly-accessible devices owned by the council, such as touch-screens in a library or Internet of Things sensors in a drain or bin.
  • Websites
    Primary council web portals, forms, webchat, and other digital content interfaces.
Capabilities

Councils use capabilities to meet the needs of their service users.

  • Agentic AI
    Autonomous AI agents capable of reasoning, executing multi-step tasks, and making routing decisions.
  • Booking systems
    Tools used to arrange and manage appointments or service slots, such as inspections and interviews with users.
  • Email
    Tools used to send and receive messages when dealing with users and both internal and external stakeholders.
  • Forms
    Tools used to collect and check information provided by users, such as within applications, reports, and requests.
  • Identity
    Tools used to check and verify a user's identity.
  • Payments
    Tools used to take and track payments made by users for services such as paying council taxes, and getting licences and permits.
  • SMS
    Tools used to send and receive text messages for updates, reminders, and quick communications with users.
  • Telephony and fax
    Tools used to communicate or exchange information with users via voice calls or fax.
  • Workflow
    Tools used to manage and track users' requests, applications, or casework as the users move through different processing stages.
Business Areas

Business areas cover the specific functions each council must provide. Each area features individual technology components designed for a specific need.

Councils may choose to categorise or group these services in different ways.

  • Adult social care
    The provision of support services for adults with physical or mental health needs, and their carers.
  • Childrens’ social care
    The provision of services, including child protection and safeguarding, family support, and care for looked-after children and care leavers.
  • Democratic services
    The management of elections, committee meetings, and support for elected councillors.
  • Education
    The management of school admissions, transport, special educational needs, and support for local educational settings.
  • Highways and transport
    The management of road maintenance, traffic, public transport planning, and parking.
  • Housing
    The management of social housing, repairs, and homelessness prevention.
  • Leisure and culture
    The operation of parks, libraries, museums, leisure centres, and community events.
  • Licensing and regulation
    The processing of alcohol, taxi, and trade licences, and environmental health enforcement.
  • Planning and development
    The processing of planning applications, building control, and local spatial planning.
  • Public health
    The provision of community health initiatives, sexual health services, and health protection.
  • Revenues and benefits
    The collection of council tax and business rates, and administration of housing benefit.
  • Waste management
    The management of kerbside collections, recycling, and the operation of household waste centres.
Corporate Areas

Corporate areas are required functions not specific to councils, each with their own individual technology components.

Councils may choose to categorise or group these services in different ways.

  • Business planning and performance
    The administration of strategic planning, performance monitoring, and business intelligence.
  • Communications and PR
    The management of press relations, public campaigns, and omnichannel content publishing.
  • Corporate governance and risk
    The management of internal audits, risk, and constitutional compliance.
  • Customer relationship (B2C)
    The management of customer service centres and general resident engagement.
  • Facilities
    The maintenance and management of council-owned buildings and estates.
  • Financial
    The administration of accounting, treasury management, payroll, and budget setting.
  • Geographical
    The management of geographic identity system (GIS) data, mapping services, and gazetteers.
  • Legal and compliance
    The provision of legal advice, litigation services, and data protection (GDPR) compliance.
  • Human resources and workforce
    The management of recruitment, staff training, performance, and employee relations.
  • Procurement (B2B)
    The management of contracts, supply chains, and purchasing of goods and services.