Customer story highlights

• Transition to SaaS+ OneCouncil to consolidate core systems
• Greater consistency and improved functionality across solution
• Staff productivity improvements

About Redlands City Council

RCC is the local government authority for Redland City in south-east Queensland. Spanning 537 sq km, the region includes a mix of coastal suburbs and island communities and is home to about 160,000 residents.

RCC delivers a wide range of services across infrastructure, planning, waste and recycling, community programs, and emergency management.

It operates from offices in Cleveland, Capalaba and Victoria Point, with a workforce of approximately 1300 employees and contractors.

Redland City Council’s website

The challenge: fragmented systems and rising expectations

Redland City Council was managing growing demand for services, rising community expectations, and increasing complexity in how local government operates.

Internal challenges compounded these external pressures, with disconnected systems causing inefficiencies across day-to-day operations.

According to Redland City Council Chief Executive Officer Louise Rusan, information was difficult to access, processes were duplicated, and staff were forced to work around fragmented tools that lacked integration or scalability.

“Unintegrated systems requiring inefficient manual workarounds were a challenge , "Ms. Rusan said.
“This fragmentation hindered both customer experience and internal operations , making it difficult for staff to respond quickly and effectively to community needs.

“Additionally, the lack of a unified platform constrained Council’s ability to modernise processes, adequately support mobile or remote work in areas with limited coverage, and deliver seamless digital services.”

With the region continuing to grow, Redland City Council saw the need to build something stronger to address current challenges and prepare for the future.

“The challenges Council faced prior to its digital transformation program were impacting business performance and service delivery. We wanted to provide a more connected, responsive and future-ready organisation,” Ms. Rusan said.

The solution: a whole-of-organisation Digital Transformation Program

In 2023, Redland City Council launched a multi-year, longer-term Digital Transformation Program, supported by a $45 million investment. The program is focused on modernising RCC’s core systems while equipping the organisation to adapt, scale and deliver better outcomes for the community.

The scale of this initiative reflects Council’s commitment to removing limitations and building a more agile, responsive organisation.

“Embracing a complete business transformation was going to be a huge undertaking, but removing the limitations on us was key to becoming a more agile and responsive council,” Ms. Rusan said.

“Fortunately, our pre-existing partnership with TechnologyOne gave us great confidence in the product roadmap and a shared vision for the future.

“This is not just an IT upgrade. It’s a business-led initiative embedded in our Corporate Plan.

“We’re treating this as a whole-of-organisation change, with strong executive sponsorship and cross-functional leadership.”

ERP modernisation with TechnologyOne

A major part of the program is RCC’s transition to TechnologyOne’s latest platform CiA, and its adoption of the OneCouncil solution delivered via SaaS+. The council’s goal is to combine and streamline operations by replacing disconnected tools with a single, fully integrated solution.

“Council developed a business case to support the strategic investment decision and continue to expand our partnership with TechnologyOne through our Enterprise Resource Planning (ERP) Modernisation Program,” Ms. Rusan said.

Since signing a new OneCouncil agreement in September 2023, RCC has progressively implemented several key products and modules, including:

• Financials
• Supply Chain Management
• Contracts
• Corporate Performance Management and Customer Requests.

TechnologyOne’s Enterprise Asset Management will play a pivotal role in the council’s delivery of essential infrastructure, providing a single source of truth into the cost and performance of every council-owned and managed asset.

The program is being delivered in stages, supported by TechnologyOne’s structured implementation approach. While transformation on this scale presents challenges, RCChas maintained its focus on engagement, communication, and sustainable adoption throughout.

“This is a marathon, not a sprint,” Ms. Rusan said.

“TechnologyOne’s knowledge of the product set — and structured methodology for implementation — has been critical to the success of the program so far.”

The results: building a connected, efficient council

Redland City Council’s Digital Transformation Program is still in the early stages, but initial signs are promising.

The first phase of the ERP modernisation has already introduced greater consistency and improved functionality across core areas such as finance, procurement and customer request management.

“We’re starting to see early indications of productivity improvements from our people,” Ms. Rusan said.

“It’s still early days in terms of broader measures like revenue or customer experience, but the foundations are in place, and the benefits are building as each system goes live.

“Staff uptake has been progressive and positive. We know it takes time to build familiarity and confidence with new systems, so we’ve backed that with structured onboarding, targeted training and ongoing support.”

Looking ahead: scaling transformation across Council

The next stages of the program will extend the OneCouncil platform to more areas of operation, supporting council’s long-term vision for a secure, scalable and integrated ERP.

Future phases will see the implementation of Property & Rating, Enterprise Content Management, Enterprise Cash Receipting and citizen-facing digital services through the Digital Experience Platform for Local Government (DxP LG).

“Our community’s expectations are changing, our population is growing, and new risks are emerging, so it’s vital we don’t get left behind,” Ms Rusan said.

“We still have a long road ahead of us, but our hard work is already starting to pay off.”

As RCC moves into the next phases of its Digital Transformation Program, it has also reflected on lessons that may support other councils considering similar initiatives.

A strong business case, clear communication, and a collaborative approach to implementation have been central to RCC’s success to date.

Equally important is recognising that a program of this scale is not purely a technology change.

“These transformations are complex, and they take time. A well-developed business case that aligns with organisational strategy is critical — it keeps everyone focused on the benefits and helps secure buy-in,” Ms. Rusan said.

“It’s a business transformation. Treating it as a whole-of-organisation change, supported by strong leadership and cross-functional engagement, is what drives lasting results.”

RCC recommends being realistic about timelines and benefits.

“Focus on early qualitative wins — improved user experience, reduced duplication, better data. The larger, quantifiable savings will follow as more systems go live, and processes are embedded,” Ms Rusan said.