Customers first in Council’s digital transformation

16 June 2017

Easy to access and easy to deal with – that’s the aim of the Digital Transformation Strategy, which will see Surf Coast Shire Council tap into technology to become more customer-centric.

The strategy outlines what investment is needed to meet customer expectations. It focuses on putting customers first and using technology to transform the way Council does business.

Mayor Brian McKiterick commended the strategy for ensuring Council remained relevant to its community and customers in the 21st century.

“With digital transformation happening all around us, customers now expect a level of online service for so many aspects of their life,” he said.

“Council needs to change the way it works by delivering simpler, clearer and faster online services that allow community members to easily access information, pay rates and bills, submit planning applications and conduct other transactions at their own convenience.

“The strategy provides a sound foundation for achieving this, including a three-year program outlining how it will be delivered.”

Lorne Ward Councillor Clive Goldsworthy moved the motion to adopt the Digital Transformation Strategy at the May Council meeting. He said digital transformation needed a long-term view, which would require ongoing work and investment beyond the first phase to ensure Council remained on top of the game.

“We acknowledge that we aren’t where we need to be when it comes to offering digital services,” Cr Goldsworthy said.

“I’m pleased that this strategy is going to pave the way to become more tech-savvy, for the benefit of our communities.”

In endorsing the strategy, Council noted the organisation’s Long-Term Financial Plan, which incorporates the program’s financial investment and potential benefits; including the speed, convenience and reduced costs associated with online services, a significantly improved customer experience and enhanced decision-making and work performance.