Best-in-class citizen experience
Staff trained to manage platform forms independently
Requests reach the right team without manual triage
Background
Maranoa Regional Council is a local government area in outback Queensland, covering a vast and diverse landscape stretching from Roma in the east toward the South Australian border. Home to approximately 13,000 residents, the region spans some of Queensland's most productive agricultural and pastoral land.
Maranoa engaged Symphony3 to deliver a modern forms portal integrated directly with Authority Altitude CRM, the council's customer request management system, giving residents a better way to submit requests online and giving council the flexibility to manage and grow the platform themselves.
The Digital Challenge
Maranoa's existing online forms were rigid and difficult to navigate. Residents arrived at a single generic form with no categories to guide their submission. Every submission reached council as a general enquiry, requiring the customer service team to manually triage each request before any work could begin. Ultimately leaving residents without a simple way to report issues or submit requests, and council unable to meet the growing digital service expectations of their community.
The Vision
Residents report issues online through a simple, intuitive experience, with every submission flowing directly into Authority Altitude CRM. Council staff build and manage their own forms without relying on external support, with a platform capable of supporting multiple form types. Backed by training, the platform grows with the council, without adding complexity or cost.
The Solution
Working in close collaboration with Maranoa Regional Council, Symphony3 delivered an online forms portal built on Drupal. Key components include:
- Category-Specific Forms - 12 online request forms tailored to Maranoa's most common service request types, each designed to capture the precise information that request requires.
- Branded, Responsive Design - A clean, intuitive interface matching Maranoa's branding, accessible and consistent across desktop and mobile devices
- CRM Integration - Direct integration with Authority Altitude CRM, with each submission creating a customer request and matching or creating a Name and Address Register record.
- SmartGlue Monitoring - Integration logging and error notifications giving staff visibility of every transaction in real time.
- Secure Admin Access - Council IT staff access the portal securely through Entra Single Sign-On.
- Form Builder and Training - Form builder capability with staff training, enabling Maranoa to build and manage additional forms independently.
Transformative Results
- Improved Resident Experience - Residents submit requests online through a simple, intuitive experience tailored to their specific request type, on any device.
- Reduced Administrative Burden - Every submission flows directly into Authority Altitude CRM as a structured, categorised request, eliminating the need for manual triage before work can begin.
- Staff Empowerment - Council IT staff build and manage forms independently, without relying on external support.
- Operational Visibility - SmartGlue monitoring gives staff full visibility of integration activity, with immediate alerts if something fails.
- Future Growth - As Symphony3's first Queensland platform client, Maranoa establishes a foundation for modern digital service delivery across the region.
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.