Customer Success Story: The City of Unley

Customer success story highlights

• Reduced off-site paper storage by 70 linear meters annually.
• Increased record capture rates by 800% in some departments.
• Won the LGITSA and RIMPA awards for innovative records management.
• Empowered a multicultural team to lead a council wide digital transformation.

About the City of Unley

The City of Unley is a small council area located just south of Adelaide’s city centre. Covering 14.5 square kilometres, it serves a population of approximately 35,000 residents across six wards. With 250 staff and 53 departments, the council delivers a wide range of services to its community.

Learn more about the City of Unley.

The challenge: Moving beyond a paper-heavy past

As a local council in South Australia, the City of Unley is bound by the State Records Act 1997 to ensure all records are stored, maintained, and kept readily available for future use. This can include anything from:

• Administrative records (meeting minutes and recordings, official correspondence, reports, etc.)
• Operational records (the delivery of services, plans and permits, environmental reports etc.)
• Legal and compliance records (contracts, agreements, leases etc.)
• Community and historical records and much more.

Even as a relatively small council, the City of Unley still deals with a huge number of records and data.

When Katrina Windebank, Team Leader, Information Management, joined the City of Unley in 2019, this presented a problem, as manual processes and paper-based systems dominated their approach to records management, creating inefficiencies and compliance risks.

"When I joined, the records management process was incredibly manual and paper heavy,” she recalls. “We had physical records stored in hallways, compactus units overflowing, and piles of paperwork on desks.”

“Many of these records, such as handwritten minutes from the late 1800s, required careful handling. Staff were overwhelmed by the sheer volume of information, and the previous system was difficult to use and discouraged proper records management practices.”

According to Mrs. Windebank, their records were so extensive that they even had on file the minutes from the very first council meeting.

"There was no progression or efficiency. We had to rely on staff physically bringing down papers, scanning them, and manually inputting them into the system,” she said.

“It was clear that we needed to modernise."

The solution: Embracing digital transformation

In 2017, just prior to Katrina joining, the city of Unley decided to implement TechnologyOne’s Enterprise Content Management (ECM) product after careful deliberation. A SaaS+ solution designed to provide complete control over the entire document management process, ECM was up and running by the time Katrina joined.

Katrina’s team built on this foundation to drive a council-wide transformation, with the introduction of Business Process Automation (BPA) the key to digitising workflows and eliminating inefficient paper-based processes.

"The transition to TechnologyOne ECM was transformative,” Mrs. Windebank said.

“Moving from on-premises to a cloud-based solution allowed us to digitise and automate our processes, improving efficiency and ensuring compliance with the State Records Act.

"We worked with early adopters to demonstrate how ECM could make their lives easier.

"Their success encouraged others to follow suit, creating a ripple effect of enthusiasm across the entire council."

Key outcomes: Measurable success and industry recognition

After about two years of getting ECM ready, the results were, as Mrs. Windebank said, “transformative”.

“Previously, it was quite repressive having piles and piles of paperwork around you all the time,” she said.

“You’d never really feel like you were getting anywhere: you’d get through one pile of scanning, and another pile would take its place!”

According to Mrs. Windebank, moving to ECM had the following outcomes for the council:

• 70 linear meters of paper removed annually: Digitising processes drastically reduced off-site storage needs, saving costs and freeing up valuable resources.
• 800% increase in record capture rates: Staff engagement and tailored training empowered departments to fully utilise ECM capabilities.
• Streamlined compliance and accessibility: The ECM platform ensured records were secure, easily accessible, and aligned with legislative requirements.
• Improved workplace efficiency: The council was able to free up an average of 20 hours per week through improved processes.

Celebrating award-winning success

The City of Unley’s achievements in records management were recognised on a national scale with two prestigious awards in 2024:

• LGITSA Award: This celebrated the council’s innovative engagement and improved capture rates, highlighting their leadership in information management.
• RIMPA Award: Competing against major universities and federal departments, the council’s small but dedicated team won this national accolade for excellence in records management.

According to Mrs. Windebank, awards recognition in the information management space is rare, which is why they are a testament to the hard work her team has put in.

"These awards were significant because they elevated the importance of information management within the council and demonstrated how a small team could achieve big results,” she said.

“Competing against organisations like the Department of Defence and major universities made our win even more meaningful.

"What I value most is that these awards reflect the commitment of our team. Everyone contributed to this achievement by collaborating, taking ownership of their roles, and constantly striving for excellence.

“We’re a multicultural team, many with English as their second language, and they’ve taken on the challenge of learning new skills and applying themselves to deliver outstanding results.

“They’ve not only adapted to the changes but have become leaders in driving innovation and supporting the entire council."

Looking ahead: A future built on innovation

The City of Unley continues to push boundaries with exciting future projects. The implementation of SharePoint Connect will further streamline records management and enhance collaboration across departments.

"SharePoint Connect will be a game-changer," Mrs. Windebank said.

"This will further streamline processes by enabling seamless compliance and background records management.

“Staff will focus on their project work without worrying about manual record-keeping, as everything will be captured automatically."

The City of Unley’s information management team’s long-term goal is to transition from traditional record-keeping to more advanced data management, utilising tools like AI to process emails and integrate with BPA workflows.

“This approach will allow us to reclaim even more time for strategic projects, building on the 20 hours a week we’ve already saved through improved processes,” she said.

"I’m especially excited about how our team will grow into this next phase. We’re not just managing records anymore; we’re shaping how data is used to improve council services and deliver value to our community.”

Considering a similar change for your council?

The City of Unley’s journey is a testament to the power of teamwork, innovation, and determination, and for councils looking to modernise, Katrina’s advice is clear:

"Get out from behind your desk and talk to your users. Engage with staff to understand their needs and tailor solutions to fit. The results are worth the effort."

But making such a significant change to your organisation’s information management processes isn’t easy. That’s why our Enterprise Content Management product could be just what you need.