Corangamite Shire Council

By embracing an enterprise system across the whole of Council, Corangamite Shire has removed silos and improved visibility of information to deliver superior customer service.

"Having an enterprise solution has enabled us to gain a broader picture of how the organisation is performing. We can now see all the information in one place," said IT Officer Steven Welsh.

"We have achieved time savings because we have removed duplication, and information is shared across multiple functions.

"For example, an electronic customer request is now raised every time a customer calls. This means we can track the status and record all details of the request in one place.

"When a customer asks for an update, we can respond much faster, more efficiently and with more knowledge of the situation. It also means we aren't passing them from department to department to get the answers they need."

Corangamite Shire Council is a local government in the South West Victoria, Australia. The Council was having difficulty integrating a number of best of breed systems, and chose to replace them with TechnologyOne OneCouncil.

"We had separate systems for each core business unit, and an older customer service application that was written in-house. An on-site developer had built interfaces to integrate the systems, but there was no one else who could support these interfaces," Manager Information John van Nieuwkerk said.

"We decided to go with an enterprise system, and we looked at a few providers including TechnologyOne, Civica and a couple of smaller systems. We weren't convinced the other vendors could deliver everything we needed right across Council.

"OneCouncil now provides proven processes that we know have been built with best practice in mind, by drawing on the experience and needs of other councils."

Corangamite Council is using OneCouncil across all areas including Building and Planning, Finance, Asset Management, Human Resources, Payroll and Customer Service.

"The majority of staff use the TechnologyOne system on a daily basis. We've deliberately kept access to the system broad, which has removed silos," Mr van Nieuwkerk said.

"The customer request system sends automated email alerts, so if the team is out of the office, they still have visibility of new requests on their mobiles," added IT Officer Steven Welsh.

"This means if they're near the request location they can just respond to it straight away - they don't have to come into the office first. That's improved workforce productivity and enabled us to respond faster to customer requests."