DXP Local Government

After identifying the need to provide its community with a compelling digital customer experience the City of South Perth decided to become an early adopter of DXP LG.

To commence its transformative journey and align systems with the City’s customer first strategy, the City implemented the DXP Knowledge Base and Customer Service to replace its existing solutions. The City recognised that early integration was a critical element of service delivery. Additionally, having an end-to-end view of a customer’s journey with the City provided their Customer Service Team with one point of entry to live customer information.

DXP LG offers a frictionless, citizen-centric digital experience that leverages the power of the City’s investment in the TechnologyOne’s OneCouncil solution. Designed specifically to meet the needs of Local Government, DXP LG delivers a seamless journey across all devices to align with modern customer expectations – making customer interactions simple and intuitive.

The DXP LG solution provides a unified knowledge base across council, empowering both City employees and the community to connect to the information they need, in a way that is relevant for them and easy to use.

Currently, the City is in the first stage of its DXP LG rollout, having already seen some benefits including Customer Service Interactions for effective interaction management and data capture, templates to create consistent content, and simple editing tools to make the creation and editing of content more efficient.

“DXP has immediately given us the ability to be agile and responsive to the needs of the team as well as having the tools available to ensure data capture is relevant during the interaction. The Customer Service Team have already seen several benefits including providing a better customer experience through increased efficiencies, consistent knowledge, and information provision, with the ability to easily capture and record interactions with our customers” said Garry Adams, Director, Corporate Service, City of South Perth.

“The big win is not having to raise a full request when we provide information. It’s a single source of truth for finding and logging customer details, accessing knowledge, and raising a customer request.”

In the second stage of the rollout at The City, the consumer-grade software will be introduced to the community, meaning customers can interact with the same knowledge currently used by the Customer Service Team, all managed in the same place.

“The DXP team were very supportive in guiding us through the process as well as demonstrating patience and customer centric thinking when working with our team.

There were broad technical capabilities to assist with different council models and structures and the team are excellent at translating council ideas into system structure,” said Garry Adams.

“The team always made themselves available to us which is quite important with the time differences between QLD and WA.”