Total 200 words used.
Customer research told us our community wanted greater visibility of progress against their service requests, more transparency of service level agreements committed by the Council, and to be able to find and understand information easily. They wanted “simple, effortless and mobile friendly”.
On 4th April 2024 the CityConnect project delivered a new online platform for the community to submit and track requests to City of Sydney, and to manage their payments for rates, invoices, fees and charges. This involved introducing new smart digital forms and an integrated personalised dashboard that work together to deliver an "all in one place" digital experience for the community.
This project has enhanced the City's digital service offerings, thereby increasing customer satisfaction and digital service uptake. It will also reduce internal re-work and help optimise internal business processes, resulting in greater efficiency in resolving requests and better adherence to service level agreements.
Environmentally, it promotes paperless transactions, reducing the City's environmental footprint.
Societally, it improves accessibility and inclusivity ensuring all residents and visitors can easily access our services.
Overall, the project has transformed the City's digital landscape, delivering what our community had told us they expected, and enhancing the overall quality of service we provided.
Nomination Title: CityConnect: Digital Services for the Communtiy
