Best in class citizen experience
Open‑source solutions deliver 3–5× greater cost efficiency
Faster access to information and services
Background
The City of Greater Bendigo sits in central Victoria, approximately 150 kilometres north of Melbourne, with a population of around 120,000 people. Known for its rich gold rush history from the 1850s, the city is home to stunning Victorian era architecture and ornate buildings. Symphony3 worked closely with the City's digital team to completely redevelop the Bendigo website with integration to core systems, creating a simpler, more accessible digital experience that made it easier for the community to find information and access council services.
The Digital Challenge
Bendigo's website was approximately seven years old. It had not kept pace with the expectations of the community or the demands of modern digital service delivery. Content had accumulated and cluttered over time and search was poor. Navigation was difficult, with large banner images pushing important content out of view. Online forms were inconsistent, with multiple interfaces creating a confusing experience for users. Corporate systems were poorly integrated, leading to fragmented service delivery. Residents struggled to find what they needed. A complete overhaul was necessary.
The Vision
To create a modern digital experience for the community that reflects the vibrancy of the city. Residents can find information and access council services simply and easily, at any time and on any device.
The Solution
Symphony3 delivered a new website on the Drupal Digital Experience Platform (DXP) as part of a two-stage digital transformation.
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 citizen 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, detailed specification documents and realistic design prototypes were created, bringing the new experience to life and allowing further feedback and engagement. 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
Deliver a search engine featuring faceted search, "Did you mean" prompts, and advanced filtering.
Improve Navigation
Restructure the site with top tasks highlighted, enabling faster access to services.
Modern Design
Update aesthetics to reflect the City's culture and community.
Mobile Responsive
Ensure seamless access on all devices, including phone, laptop and PC.
Streamline Access to key services
With two unique features - “Service Finder” App and an intuitive “Requests and Payments” section.
Intuitive Digital Forms
Simplify online service requests using Drupal forms.
Transformative Results
- Improved digital experience for residents, through faster access to information.
- Built on open-source software, the solution is estimated to be three to five times more cost effective than traditional proprietary alternatives.
- The city has a scalable digital foundation, ready to grow with community expectations and future integrations.
