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Using integrated digital webforms to deliver better experiences for residents. 

 

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About the Colac Otway Shire

The Colac Otway Shire Council is a 3,438 square kilometre shire located in south-western Victoria. The Shire has a population of 13,000, expecting to grow to 20,000 by the year 2050 and is based around the major centres of Colac and Apollo Bay. The Colac Otway Shire Council engaged with Symphony3 to make their services available online for their residents. 

Challenge

The Colac Otway Shire Council wished to improve its digital services for its residents providing easy access to its previously manual services by implementing online webforms. Colac Otway Shire Council began working with Symphony3 in response to the following challenges;

  • Manual processes that were tedious and time consuming for residents and council staff.
  • Physical forms that could not be completed remotely and required large amounts of time to process. 
  • Limited integration that made systems cumbersome to manage.
  • Staff could not access the data that they needed when and where they needed it. 
  • The council wanted to unlock staff potential that was being limited by old systems and processes.  

Colac Otway Shire Intranet Responsive Devices Example

Image: The Colac Otway intranet is responsive across devices. 

Solution

Symphony3 worked with the Colac Otway Shire Council to help them to address their challenges by;

  • Building an integrated customer management system with front-end smart digital webforms.
  • Creating a clear user experience allowing users to engage with the council when and where they want to do it, with minimal hassle.  
  • Providing staff training to help the Colac Otway Shire Council to drive change, making the most of their digital services to provide the best possible interactive experience for residents.
  • Implementation of a new integrated intranet system, connecting staff activities in a centralised digital location. 
  • Mapping and improving processes to drive efficiencies.

Symphony3’s knowledge of local government ensures that the new functionality is implemented to suit the specific needs of local governments.

Colac Otway Shire Intranet Mobile Example

Image: The Colac Otway intranet on mobile. 

Outcome

Symphony3 is continuing to work with the Colac Otway Shire Council to develop and improve their webform capabilities and digital customer services.

  • The Colac Otway Shire Council is now delivering better online services for its residents and community
  • Self-service functionality through digital webforms ensures that the community can engage with council 24/7.
  • Cost-effective solution that utilised open source and a shared environment.
  • Streamlining of internal processes through the development of online forms.
  • Staff have greater freedom and potential for working on improving resident services rather than spending unnecessary time on manual processes such as processing physical forms. 
  • Staff can now access data such as animal registrations, in the field, when they need it. 
  • Staff wide adoption of internal online forms.

 

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Key Takeaways

  • The Colac Otway Shire Council is now delivering better online services for its residents and community
  • Self-service functionality through digital webforms ensures that the community can engage with council 24/7.
  • Cost-effective solution that utilised open source and a shared environment.
  • Streamlining of internal processes through the development of online forms.
  • Staff have greater freedom and potential for working on improving resident services rather than spending unnecessary time on manual processes such as processing physical forms. 
  • Staff can now access data such as animal registrations, in the field, when they need it. 
  • Staff wide adoption of internal online forms.

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