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Customer Story: Moreton Bay Regional Council

Moreton Bay Regional Council (MBRC) has embarked on a transformative journey to reshape its customer experience (CX) with TechnologyOne’s DXP Local Government solution.

Customer story highlights: DxP Local Government

  • Reduced duplication efforts of customer service processes
  • Created a single source of truth for knowledge
  • Enhanced citizen-centric online experience
MBRC has successfully completed its first step, revamping how it collates, centralises, and shares knowledge whilst providing its Customer Service Officers with a world-class service workspace designed specifically for Local Government.

About Moreton Bay Regional Council

Moreton Bay Regional Council is located in South East Queensland, between Brisbane City and the Sunshine Coast. The council is 2,045km2in size and has a population of 479,639. The council’s population is forecast to grow by over 40 per cent to more than 690,000 by 2041.

Moreton Bay Regional Council website

The challenge: Moreton Bay Regional Council’s digital vision for local government

Moreton Bay Regional Council has a strong digital vision for its community. But for years, it was struggling with the outdated software that stored its old knowledge base.

This software created a duplication of efforts when content was updated, as the customer service content team would have to change both the council’s website and the internal knowledge base, causing disparity between the two knowledge sources and a doubling of effort.

This process left room for human error which, when combined with an internal knowledge base that had limited functionality, resulted in inefficiencies for the customer service team and the community.

As a result, Moreton Bay Regional Council received a lot of feedback from residents regarding navigation issues with its existing portals and solutions.

The solution: How DxP LG transformed customer service

After identifying the need to provide its community with a transformed digital experience, Moreton Bay Regional Council (MBRC) became an early adopter of DXP Local Government.

To begin its transformative journey of reshaping its entire customer experience, MBRC implemented the DxP Knowledge Base and Customer Service to replace its existing solutions. The council recognised that DXP LG could enhance its customer experience and seamlessly allow its customer service team to provide accurate and relevant information to the public.

DXP LG offers a frictionless, citizen-centric digital experience that leverages the power of TechnologyOne’s OneCouncil solution.

Designed specifically to meet the needs of Local Government, DxP 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 the council, empowering both council staff and the community to connect to the information they need in a way that is relevant for them and easy to consume.

“DxP Knowledge Base is user friendly, requires little to no training and has reshaped how Moreton Bay Regional Council collates, centralises and shares knowledge across a diverse and geographically separated organisation,” said Loretta Libke, Manager Technology Services at MBRC.

“The early adopter program engages participants at every stage of development. MBRC have had a strong online presence, which has been enhanced by moving to TechnologyOne.

“However, our customers demand consumer-grade, user-friendly software. MBRC wanted to ensure we were able to harness the opportunity to contribute to the ongoing development of the portal replacement and continuous improvement to the experience for both internal and external customers.”

Currently, Moreton Bay is in the first stage of its DxP LG rollout, and they are already seeing the benefits, including AI-powered searching, built-in quick-links and requests, as well as interactive feedback to facilitate better content creation.

“The DxP team provided outstanding engagement and support,” Ms. Libke said.

“The design engagement was well-paced and demonstrated the high level of skills and desire within the DxP team to produce a great product.  The go-live for the internal knowledge base used by the Customer Service Team was so easy due to their excitement to use the product."

"DXP Knowledge Base is user-friendly, requires little to no training and has reshaped how Moreton Bay Regional Council collates, centralises, and shares knowledge across a diverse and geographically separated organisation."

Manager Technology Services
Moreton Bay Regional Council

The outcome: A smarter, more efficient local government

Moreton Bay Regional Council expects significant benefits of adopting DxP Local Government to occur during the second stage of its rollout and has already seen real internal benefits from making the switch.

Namely, the customer service team now have a knowledge base that acts as a single source of truth. It is easy for them to navigate and has plenty of features to meet the team’s needs.

The council has found it easy to train and transition staff members to use the solution.

“The second stage of our rollout will bring large benefits to our council,” Libke explained.

“Specifically, we expect it to improve content ownership, reduce duplication and improve linking between content and TechnologyOne functionality."

Why Moreton Bay Regional Council chose TechnologyOne

Moreton Bay Regional Council sought a trusted technology partner with deep expertise in local government operations to streamline its customer service processes and create a single source of truth for its community.

TechnologyOne’s proven success with councils across Australia and New Zealand, combined with its seamless OneCouncil integration, made DxP Local Government the ideal choice for future-proofing Moreton Bay’s digital transformation strategy.

Over 73% of Australian and New Zealand residents live in a council powered by TechnologyOne.

Download our DxP LG brochure to see how we can empower your council today.

DxP Local Government frequently asked questions (FAQs)

Explore the most common questions about DxP Local Government and how it can help your council enhance customer service, improve operational efficiency, and provide a seamless digital experience for your community.

Take a closer look at our OneCouncil solution

Transform the day-to-day operations of councils and strategic requirements of Local Governments with a single, integrated solution available anywhere, any time.

Resources

  • Local Government Media release
    01 Oct 2024

    Maitland City Council invests in community-centric services

    Maitland City Council in the lower Hunter region is embracing TechnologyOne’s SaaS+ to fast-track its transformation into a true digital council.
  • Local Government Article
    04 Sep 2024

    IT modernisation for councils is not an option, it’s a necessity

    Despite tight budgets, modernising legacy IT systems is increasingly critical for Australian and New Zealand local governments and cannot be ignored.
  • Local Government Media release
    28 Aug 2024

    Three simple ways local councils can enhance community services

    As NZ councils embrace digital transformations, an industry study reports that 19 per cent of New Zealanders report that they will never use digital services.

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