Over 4000 form submissions processed since Jun 2025
Council forms easily accessible to residents on any device
Anti-virus scanning and access controls protecting every submission
During our time working with Symphony3, they have proved their expertise, dependability and passion for making things better. This has been lived out in the way they have been developing the product to address our needs and then bringing these advances to their entire Symphony3 community.
- Stuart Ross, Team Leader Information Management, AlburyCity Council
Background
AlburyCity Council serves approximately 58,000 residents across 305.9 square kilometres in the Riverina region of New South Wales. Situated on the Murray River, Albury is the major commercial, administrative, and cultural centre for the region.
Managing digital forms across multiple outdated platforms was creating inefficiency, increasing costs, and slowing service delivery. Council's digital transformation and IT teams engaged Symphony3 to build an online forms platform that would give staff a single place to easily create, manage, and publish forms, and give residents a reliable, consistent digital experience.
The Digital Challenge
AlburyCity Council's staff managed forms across multiple outdated platforms, each owned by a different department. There was no central system. Every form submission was handled manually, with no path to automation or integration with core council systems. The current process was expensive, inflexible, and a barrier to the services residents deserved.
The Vision
Residents access council services quickly and reliably, with form submissions no longer handled manually. Staff build and manage forms from one place, without needing technical support, and approval workflows are automated. Forms embed securely into council websites and platforms, removing the inconsistency of the past. The platform grows with the council, without growing its costs.
The Solution
Working in close collaboration with AlburyCity Council, Symphony3 implemented a centralised forms platform built on the Drupal framework, offering:
- Simple User Interface - A clean, accessible interface that embeds securely into all council website platforms, delivering a consistent experience across all devices.
- Streamlined Admin - An intuitive admin interface giving form builders and platform admins clear navigation across forms, workflows, approvals, and help resources.
- Comprehensive Documentation - Online training materials and configuration guides available to all AlburyCity staff through a dedicated Confluence Wiki.
- Easy Approval - A central Workflow Hub where approvers can review and act on tasks from a single, easy to use dashboard.
- Active Directory - Real-time access to management hierarchy for multi-level form review and approval workflows, powered by Microsoft Graph API.
- Security - Security enhancements including anti-virus scanning for file uploads and access controls across the platform.
Testimonial
"During our time working with Symphony3, they have proved their expertise, dependability and passion for making things better. This has been lived out in the way they have been developing the product to address our needs and then bringing these advances to their entire Symphony3 community.
From our initial brief of reducing fragmentation in our forms landscape, the solution brought together things like our legacy website CMS forms, PDFs, Word, Excel and Microsoft Forms into a united platform with a consistent user experience, with integrations and features far beyond what we had.
Significant developments like Bpoint integration to suit our needs, working with us to address solutions using our incumbent integration platforms and solving for citizen form developers. Business users can now create and update forms without waiting on IT, while IT retains oversight via permissions, audit trails and integration patterns. The platform connects cleanly to our existing CRM, payments and records systems, reducing re-keying and errors and improving turnaround times.
All requests are met with a can-do attitude, they always work the problem through to a logical outcome, mostly in favour of developing a solution that is re-usable. We enjoyed working with Symphony3 team and look to grow our partnership into the future." Stuart Ross, Team Leader Information Management
Transformative Results
- Council staff create, review, and publish forms without relying on IT, with role-based access giving clear control over every stage of the process.
- Automated form submissions replace manual handling, connecting directly into council systems and reducing errors.
- A central Workflow Hub streamlines approval processes, giving approvers a single place to review and act on tasks.
- Residents access council services through a consistent, reliable digital experience.
- As part of the Symphony3 community, AlburyCity Council can share forms code with other councils, reducing costs across the sector.
The Symphony3 Difference
Symphony3 delivers a cloud based service combined with a human touch – we call it SWAS (Software with a Service). We work closely with our clients on every engagement and ensure you are supported once the solution goes live. It is an approach that is collaborative, and flexible, and ensures you get technical advice tailored to your organisation.