What is a digital experience platform?

A digital experience platform (DxP) is a set of integrated technologies that allows organisations to manage, deliver, and optimise digital services across different channels.

For councils, this means providing residents with a consistent and connected experience, whether they’re lodging a request, making a payment, tracking an application, reporting a defect, or performing many other everyday tasks.

Unlike standalone websites or portals, a DxP brings together front-end and back-end systems to streamline interactions. It connects the dots between forms, workflows, service teams and communication tools, so residents can complete full processes (that used to require phone calls or standing in a queue) easily online.

The goal of a DxP is to make public services feel as intuitive and reliable as the best digital experiences people use every day. That’s where TechnologyOne’s DxP Local Government comes in.

How TechnologyOne’s DxP Local Government works

DxP Local Government (DxP LG) is purpose-built for councils. It works by creating a seamless bridge between the resident experience and the systems council teams use every day.

Residents interact through a modern, mobile-friendly platform that makes it easy to find information, submit forms, track progress, and receive real-time updates.

Behind the scenes, these requests are processed directly into core council systems, triggering automated workflows and ensuring that nothing falls through the cracks.

Because DxP is part of OneCouncil, our SaaS ERP solution for local government, it integrates directly with other council functions like:

• HR and payroll
• Supply chains
• Finance
• Asset management and much more.

The result is a digital experience that works for everyone: clearer for communities, easier for staff.

What does a DxP do? Core DxP features for local government

The right digital experience platform should provide residents with a single and straightforward way to interact with council services, while minimising complexity behind the scenes.

TechnologyOne’s DxP Local Government includes the following features and more:

Service requests made simple

Residents can request services or report issues online through user-friendly forms that automatically route to the right internal teams. Common requests like bin replacements, tree maintenance or street repairs can be submitted without a phone call.

Trackable applications and real-time updates

From planning approvals to permits, residents can log in to view progress, receive notifications, and understand what happens next, which helps cut down on follow-ups and frustration.

Mobile-first design

DxP LG is optimised for smartphones and tablets, making it easy for residents to take action on the go, whether snapping a photo of a pothole or checking a request status from home.

Automated workflows and smart routing

Behind the scenes, every submission triggers predefined workflows that connect to existing council systems (like Property and Rating), which then notifies staff and tracks their actions in the pipeline.

Digital ID and secure access

Residents can log in using a verified digital identity and access a personalised dashboard showing everything they need in one place.

Built-in communication tools

To eliminate emails and calls, councils can send updates, notifications, or follow-up requests directly to residents from within the platform.

Integration with other business functions

Because DxP LG is part of TechnologyOne’s broader OneCouncil suite, it works seamlessly with other products, giving councils a connected view of every interaction.

Digital experience platform vs CMS: what’s the difference?

A content management system (CMS) is built to create and manage web content, like pages, images, news updates, etc. While it’s useful for publishing information, a CMS doesn’t support full-service delivery.

A digital experience platform goes further: it handles transactions, captures data, triggers workflows, and personalises the experience based on who’s using it and what they’re trying to do.

That’s why simply upgrading a CMS often isn’t enough. Councils need a platform that does a lot more.

How a DxP compares to traditional customer portals

Legacy portals are often little more than a collection of standalone forms. They don’t talk to each other, lack real-time visibility, and push complexity onto residents. DxP Local Government changes that.

Instead of forcing people to chase progress or re-submit details, DxP LG makes the entire experience feel continuous and connected - just like people expect from modern digital services.

What are the benefits of using a DxP in local government?

A digital experience platform helps councils simplify how services are delivered, without compromising quality or control.

By replacing fragmented systems with a single platform, councils can respond faster, reduce internal workload, and give residents more confidence in their local services.

DxP LG benefits for councils

Some of the key benefits of a platform like DxP LG for councils include:

• Fewer calls, emails, and in-person visits through better digital self-service
• Improved team coordination with connected workflows and data
• Faster response times with automated routing and task tracking
• Reduced duplication by integrating directly with core council systems
• Clearer oversight of service requests and resolution times
• Better compliance
• Scalable functionality that supports growth without additional admin load

DxP LG benefits for communities

For residents, a DxP makes local government easier to engage with and more responsive. Core benefits include:

• A simple, unified portal to access services, updates and application status
• 24/7 access from any device, including mobile
• Real-time notifications so residents know what’s happening and when
• More accessible digital services, particularly for people with limited time or mobility
• Higher satisfaction and trust in council responsiveness
• Less frustration from unclear processes or disconnected systems

Why digital experience matters for councils

Digital experience is no longer a ‘nice-to-have’ for councils. It’s a core part of how communities access services, seek help, and stay informed. When done well, a good digital experience not only improves convenience and makes life easier for communities but transforms how councils operate as well.

Meeting rising expectations

Residents expect the same seamless, intuitive experiences they get from their bank or favourite retail brand. But clunky interfaces, vague instructions, and slow response times often get in the way for local governments.

TechnologyOne’s 2025 IBRS Australian Digital Citizens report found that 88% of citizens use federal online services and 80% state services, but only 55% engage with local government online. Satisfaction is lowest at the local level despite being the closest to the average person. Go figure!

Even worse, just 26% of citizens feel their local council’s digital services have improved over the past four years. Around 6% think they have gotten worse, despite major investments across the country by local authorities.

If councils want to meet expectations and keep people’s trust, all while cutting costs and bloat, they need to invest in simpler, faster, more accessible experiences that work for everyone.

Supporting vulnerable residents

Digital disadvantage is not about access. It’s about design.

Our 2025 report found that more than half (56%) of financially precarious residents don’t use any online council services. That’s over 1.4 million people across the country missing out on vital support. Not because they can’t get online, but because services are too confusing, impersonal, or hard to navigate.

Even simple improvements like better instructions or the option to get human support can make a major difference. Yet these basic needs often go unmet.

The right digital experience platform helps those who need it the most.

Want to know more? Download the full Australian Digital Citizens 2025 report here.

Is a DxP right for your council?

If your council is managing disconnected portals, struggling with manual processes, or receiving constant follow-ups from residents, a digital experience platform can make a measurable difference.

DxP Local Government is more than just a front-end upgrade. It’s a fully integrated platform that simplifies service delivery and makes it easier for residents to get what they need without added pressure on staff.

By connecting digital touchpoints with back-end systems, your council can deliver a true digital transformation that makes life simpler for your community.

Case study: City of South Perth

The City of South Perth turned to TechnologyOne’s DxP Local Government to modernise its digital services and reduce pressure on internal teams.

With more residents choosing to engage online, the council needed a more consistent, connected experience that could support higher volumes without sacrificing service quality.

According to Danielle Cattalini, Manager of Customer Experience at the City of South Perth, the system has driven a significant increase in satisfaction, with feedback collected in real-time for every interaction.

“DxP enables us to have an overlay that is a lot more customer focused and a lot more customer friendly. People can find their own information without having to put in a request, without having to do anything else with us,” Ms Cattalani said.

By adopting DxP, South Perth was able to:

• Digitise key services like waste requests and parking permits
• Automate back-end workflows to reduce manual processing
• Improve service visibility for both residents and staff
• Deliver real-time notifications and status tracking

Read more local government customer stories here.