What is a digital experience platform?

A digital experience platform (DxP) is software that enables councils to deliver services and information through one connected environment. Instead of relying on multiple websites or add-ons, a DxP centralises digital service delivery so it can be managed more effectively.

For residents, it means being able to complete requests or find information without unnecessary complexity. For councils, it creates a reliable way to improve efficiency and keep pace with changing community expectations.

What is DxP Local Government?

DxP Local Government (DxP LG) is TechnologyOne’s digital experience platform built specifically for councils. It is natively integrated into OneCouncil and allows local governments to provide digital services that residents can access on any device, anywhere, at any time.

The platform includes no-code content management, defence-level security, guided service pathways, and much more. Councils use it to enhance service delivery transparency and improve accessibility for residents.

Learn more about DxP Local Government here.

Why councils need a purpose-built digital experience platform

Councils are under growing pressure to deliver digital services that meet the expectations of modern communities. Residents want quick, reliable, and transparent online experiences, but researchindicates that local governments are falling behind.

The Australian Digital Citizens 2025 report by TechnologyOne found that while 88.3% of people use state and federal government digital services, only 55.4% access local government services online. The gap is even wider for disadvantaged communities, who are less likely to use council websites and more likely to report poor outcomes.

When asked about service quality, 55.3% of people from advantaged backgrounds said government digital services are improving. By contrast, only 29.1% of disadvantaged residents shared the same sentiment.

Respondents also pointed to recurring pain points: 39.3% found information hard to locate; 33.1% struggled with complex language; 32.3% had limited visibility on service progress, and almost half (49.8%) reported a lack of timely human support.

As one resident explained:

“As far as my local council’s website goes, I pay my rates each week through my banking app, but when I log into the council’s website, there is no way to see what my balance or credit is sitting at. I have no way of knowing if I’m on top of it or not. It feels intentional.”

These gaps underscore the need for councils to have a purpose-built digital experience platform that provides a foundation for clear, accessible, and connected services.

Top features to look for in a council digital experience platform

A digital experience platform should do more than just put forms online. When evaluating options, councils should prioritise features that deliver the greatest benefit for both residents and staff.

The following key capabilities show what to look for in a purpose-built platform:

• Seamless self-service for residents
• Native integration with core council systems
• Guided and intuitive user journeys
• No-code content management
• Real-time dashboards and analytics
• Defence-level security and compliance
• Accessibility and digital inclusion

Seamless self-service for residents

Self-service is one of the most important capabilities in a digital experience platform. When residents can lodge requests, pay bills, apply for permits, or report issues online, they save time and avoid the frustration of phone queues or office visits.

For councils, effective self-service reduces call volumes and frees up staff to focus on more complex tasks. It also ensures services are available on any device, at any time, giving residents flexibility in how and when they engage with their local government.

Native integration with core council systems

A digital experience platform delivers the most value when it connects seamlessly with the systems councils already rely on. Native integration with core products ensures data flows automatically between front-end services and back-office processes.

This means when a resident submits a request online, staff can access the information instantly without rekeying data or switching between platforms. The result is faster response times, fewer errors, and greater confidence that residents are getting accurate information.

Guided and intuitive user journeys

A strong digital experience platform helps residents navigate council services without confusion. Clear menus and simple forms make it easy for people – particularly disadvantaged people – to find what they need and complete tasks quickly.

For councils, this reduces abandoned requests and improves satisfaction, as residents are less likely to become frustrated or turn to call centres for support.

Intuitive user journeys also build trust by showing residents that their council values their time. No one likes to interact with their council longer than they have to!

No-code content management

Councils need the flexibility to update online services without waiting for IT involvement. A no-code content management capability allows staff to create, edit, and publish content directly.

This feature reduces bottlenecks, lowers the cost of maintaining services, and ensures communities always have access to the latest information. It also empowers teams across council departments to take ownership of their digital services.

Real-time dashboards and analytics

Modern councils need visibility over how services are being used and where improvements can be made. A digital experience platform with built-in dashboards and analytics provides this insight by capturing live data on resident interactions.

With access to real-time information, decision-makers can find bottlenecks, respond quickly to emerging issues, allocate resources more effectively, and show accountability to residents.

Defence-level security and compliance

Did you know that more than one-third (38%) of data breaches in Australia are caused by cybersecurity incidents.

Protecting sensitive community data is one of the most important responsibilities for any council. A digital experience platform must provide enterprise-grade security and meet strict compliance standards to safeguard information against growing cyber threats.

TechnologyOne’s approach includes defence-level protections, continual upgrades, and adherence to certifications such as IRAP, ISO, and SOC.

With these safeguards in place, councils can be confident their data and systems are protected, while residents gain peace of mind knowing their personal information is secure.

Accessibility and digital inclusion

Our Australian Digital Citizens 2025 report showed that residents from disadvantaged backgrounds are less likely to use online council services and more likely to meet barriers such as confusing language or complex processes.

A digital experience platform should work for everyone in the community, not only those who are digitally confident. Purpose-built DxP platforms address this by focusing on accessibility and inclusive design.

Features such as plain-language content, mobile-ready services, multilingual support, and clear progress tracking ensure services are usable by a wide range of residents.

The benefits of getting council services right

When councils get digital service delivery right, the benefits are clear. The Digital Citizens report found 59.9% of citizens consider local government online services convenient, 54.4% value the time savings, and 41.5% appreciate being able to engage with their council at any time and from any location.

Satisfaction is highest when digital channels make straightforward tasks simple. Paying rates or fines, ordering new bins, or applying for a parking permit are the types of services that residents most often describe as quick and efficient online.

As one resident explained:

“It saves me time using these services. There is no queue waiting on the phone to do these services. Moving around and finding what you need can be a little more simplified because I can get a little confused about the wording.”

These positive outcomes show how accessible, well-designed services can save time and build trust between councils and their communities.

There are plenty more insights in our Digital Citizens report too, which you can read by downloading it here.