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Start instead of waiting
Trying something new and pushing beyond traditional operations is essential for innovative and forward-thinking businesses.

Even before COVID-19 upended our world and accelerated the widespread uptake of digital solutions, businesses have been considering digital transformations for the past decade.

In 2019 a city council removed 527 administration steps, including paper-based and waste processes, saving 2,700 hours. They also now see an average of 29 new users register for their Community Portal daily and receive about 112 online requests – an increase from 80 applications per day in January 2021.

They went from heavily relying on manual processes to achieving more than $750,000 in operational efficiencies since the digital rollout in October 2019.

The Community Portal has fulfilled all four of the Council’s primary business objectives: customer self-service, improved customer request response time, business workflow improvement, and cost reduction via removing non-value steps.

When a resident wants to pay rates, register an animal, apply for a planning permit or book hard-waste removal services, they don’t have to call or visit our office. Instead, they access these services through the Community Portal via the Council’s website.

As a result of this rollout, the local citizens can now make payments and lodge applications online. 72% of applications are directly submitted via the portal and managed to completion by the back-end workflow, equalling a 67% reduction in phone and office visits.

The Community Portal has also changed the delivery of end-to-end initiatives, enabling residents to easily lodge requests and submissions online, at any time, using any device. This result prepared the community and the Council for the rapid migration to digital technologies driven by the recent pandemic.

The customer-centric approach improves business workflow

Digital Transformation in two stages: core and value-added services to ensure governance and compliance.

The first stage introduced online payments and bookings systems to enable seamless, self-serve access on any device, including community services and streamlined customer enquiries and requests. Stage two amplified the benefits by improving the digital citizen experience.

The success of the transformation encouraged a more intensive focus on business transformation, digitisation and customer experience, which are now part of the operations.

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Author: Carlos Lucia
Experienced Director with a demonstrated history of working in the document management industry. Skilled in sales, business development, document management solutions, marketing strategy, and building new business. Strong background in business finance and passionate about facilitating companies' digital transformations. Co-founder and Director of Docuworx, an Australian company that facilitates the digital transformations of businesses and organisations across Asia-Pacific.