Modernising service provision to meet increased demand with growing population

22nd January 2021

Melton’s customer-centric approach to Council services improves customer request time and reduces Council costs with business workflow improvement

Melton City Council is a fast growing city council on Melbourne’s western rural–urban fringe, with a population that has doubled in the past 10 years. By 2024 the council was looking to answer 270,000 enquiries each year and process 92,000 rates notices. As such they embarked upon an extensive business transformation program successfully manage the increase in demand.

The Council’s business transformation team wanted to improve the efficiency of their systems in order to manage and deliver the increasing number of community requests and enquiries, as well as boost the customer experience. Central to their solution was Civica’s Authority Community Portal.

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