Customer story highlights

• 97% of emails logged automatically.
• 87,000+ guest users and 1,800+ registered users since go-live.
• Significant increase in resident satisfaction.
• Real-time feedback captured for every interaction.

About the City of South Perth

Located just minutes from Perth’s CBD, the City of South Perth is a dynamic local government area known for its riverside parks, vibrant neighbourhoods and iconic skyline views. The City spans 19.9 square kilometres and serves a growing population of more than 45,000 residents.

With a strong focus on innovation and service excellence, the Council and its 200+ staff are committed to delivering modern, community-focused services that enhance liveability across the region.

City of South Perth website

The challenge: keeping up with rising digital expectations

For the City of South Perth, delivering high-quality customer service has always been a priority. However, as more residents sought faster and more convenient ways to access council services, the City faced mounting pressure to deliver the same kind of seamless digital experiences that people already expected from other service providers.

“Our customers are at the centre of all we do,” said Danielle Cattalini, Acting Director of Corporate Services and Manager of Customer, Communications, and Engagement at City of South Perth.

“As a local government, we’re really the most accessible to people, so they come and tell us what they need and want."

Like many councils, South Perth’s customer service teams were managing growing call volumes and a rising number of manual enquiries. Staff were working across disconnected systems, with limited visibility into service trends.

Residents, meanwhile, often had no way to track requests or access basic self-service tools.

“It wasn’t centralised. It was difficult to have real-time decision making, and customers didn’t have accessibility or self-service,” Ms Cattalini said.

With demand for digital channels only increasing, the City knew it needed a new approach, one that could meet community expectations, reduce admin overheads, and ensure residents could access the services they needed without unnecessary delays.

The solution: early adoption, strong integration

To address this, South Perth became an early adopter of TechnologyOne’s DxP Local Government.

DxP LG was purpose-built to work hand-in-hand with TechnologyOne’s OneCouncil software, used by more than 73% of residents in Australia and New Zealand

As they were already a OneCouncil customer, DxP LG was a natural extension of the Council’s existing software, and offered a clear, integrated path forward.

“To become early adopters of DxP, although it involved a lot of work, it was quite an easy decision for us,” Ms Cattalini said.

“As an early adopter, we could really influence and be part of that solution. “It enabled us to get in at ground level and really make a difference that would be right for our community.”

The platform was integrated with the City’s customer service team and knowledge base. This ensured staff could test the platform in a controlled environment, streamline content, and learn how requests would flow through the system from start to finish.

For staff, the experience of moving from disjointed processes to one centralised platform was transformative.

The results: improved reporting and visibility

Since implementing DxP Local Government, the City of South Perth has delivered clear, measurable improvements across both resident experience and internal efficiency.

Residents now have access to a more intuitive online environment, one where they can find answers quickly, submit requests, track progress, and receive real-time updates without having to pick up the phone.

“We now have great dashboards. We know where we are, any place, any time of the day,” Ms Cattalini said.

“Our knowledge base means our employees have access to the same information. It is a single source of truth.

“DxP LG enables us to have an overlay that is a lot more customer focused and a lot more customer friendly.

Have residents taken to the new digital experience?

Since go-live, DxP LG has been a resounding success thanks to strong resident engagement.

More than 87,000 guest users have accessed the platform, and over 1,800 residents have registered for personalised services.

Operationally, the Council now captures 100% of phone calls and 97% of emails in the system, giving teams a complete view of service activity and helping surface new opportunities for process improvement.

The City also uses the platform to collect real-time feedback after each interaction—giving the team an instant pulse on what’s working, what’s not, and where to focus next.

By reducing manual effort, simplifying digital interactions, and embedding feedback loops, DxP LG has helped the City of South Perth deliver its service promise to the community while also easing the burden on its staff.

“What I am excited about is the expansion of what you can do across the board,” Ms Cattalini said.

“That is where we’re going to see a real fundamental difference. It will just make it so much simpler and a lot more user-friendly, which is our aim: focus on customer experience.”