Digital Transformation - Creating Simple, Fast, Engaging Digital Experiences for the Bendigo Community
Improved Service Delivery to the Community
Cost Effective Solution - 3 to 5 times!
Maximising Use of Taxpayers Money
The Digital Challenge
The City of Greater Bendigo's previous corporate website needed a total overall, the user experience was tired, with an outdated and inefficient navigation and search functionality . The key challenges included:
- Poor user experience with cumbersome navigation and outdated design
- Poor search functionality
- Difficulty accessing essential information and services.
- Poor digital forms and services functionality with multiple interfaces and solutions being used
- Poor integration with corporate systems, leading to fragmented service delivery
The Vision
To create a modern digital experience that reflects the vibrancy of the City of Greater Bendigo. Council wanted a digital interface that was single and easy for all users in the community, with the aim of increasing user engagement, delivering operational efficiency, and integration with backend systems.
The Solution
Symphony3 delivered a new website on the Drupal digital experience platform as stage one (or a two-stage digital transformation (Stage 2 currently underway):
Stage One: Website Development and Launch
Extensive user research and engagement workshops were run by Symphony3 in collaboration with the Bendigo Digital team. Over two months the project team engaged with key stakeholders using design-thinking approaches to :
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Understand user needs
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Understand the needs of internal stakeholders
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Ensure the new digital interface supported the council plan and key strategies
From there a detailed specifications documents and high-fidelity wireframes were created bringing the new experience to life and allowing further feedback and engagement and socialisation. With buy –in from across the organisation the build commenced followed by a period of intensive testing. Ultimately,the new platform was released with numerous new features and functions including:
Solr Search Integration
Provided a best-of-breed search engine for accurate and fast information with features such a faceted search, “Did you mean” prompts, and advanced filtering.
Improved Navigation
Restructured the site with top tasks highlighted enabling faster access to services.
Modern Design
Updated aesthetics to reflect the City's culture and community
Mobile Responsive
Ensured seamless access on all devices
Streamlined Access to key services
With two unique features - “Service Finder” App and an intuitive “Requests and Payments” section.
Intuitive Digital Forms
Simplified online service requests using Drupal forms
Simplified online service requests using Drupal forms
Set-up of API Gateway via SmartGlue to enable connection of Drupal API to internal systems (to be utilised in Stage 2 of project)
Transformative Results
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Residents enjoy faster, easier, and more efficient service access.
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Navigation and search improvements make it easier to find information.
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User journeys reflected in
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Reduction in staff workload.
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The city's digital infrastructure is now scalable and ready for future enhancements.
The Horizon: What's Next?
The City of Greater Bendigo now has a future-ready platform that can continue evolving with emerging technologies and growing community expectations. Stage 2 of the project is underway which will involve integration of the website to internal systems to enable a fully integrated customer portal.
The Symphony3 Difference - Simple Connected Customer Experiences
Symphony3 has been assisting local governments with digital transformations since 2011. We are fully dedicated to the sector and our unique SmartGlue integration platform enables us to connect our front-end digital experience platforms to over 50 local council systems, enabling true end-to-end digital transformation of services.
