Situated in Sydney’s West, Campbelltown City Council is home to a rapidly growing population of over 170,000 inhabitants who live, work and play across the Council’s 34 suburbs. And with the imminent opening of the new Western Sydney Airport, it’s expected even more Sydneysiders will want to move to the area.
To stay one step ahead of its residents’ ever evolving needs, the Council realised that a digital platform would best support its growing community while also enhancing accessibility to, as well as the safety and reliability of, its multiple services.
To date, the Council has used online forms for high-volume requests such as lodging requests for hard rubbish removal or to report dumping. However, with no digital processing behind the scenes to link relevant internal systems and processes with engineers in the field, Council teams relied on manual processes between systems and departments to action and follow up on requests. Customers also had to either phone or visit the Council office to find out the status of their requests. Like many City Councils, this was a bit of a ‘black box’. Inevitably, this process led to lots of waiting, several follow up calls, duplication of requests and unhappy constituents.
Sabrina Peroumal, Executive Manager, Corporate Support Systems, Campbelltown City Council, explains, “We knew our citizens wanted to engage with us digitally. But multiple touchpoints within Council – mostly paper-based – resulted in inefficiencies which frustrated citizens.”
“Like most other Councils, we have limited resources to undertake a full digital transformation, so we wanted a simple, scalable, digital solution – delivered as a service – that would allow us to improve service resolution time and deliver value quickly.”