An integrated customer information system developed at Victoria’s Glen Eira City Council has proved highly successful. The system comprises three parts, a Web site with over 2,500 pages updated on a daily basis, a customer request tracking system which is processing approximately 40,000 requests annually and a customer information system linked to the Internet and providing a vast range of information about local business, activities, clubs, societies and facilities available in the Municipality.
Included on the Web site is Council’s Public Library catalogue, believed to be the first in Australia to be provided online, together with a customer request capacity that affords residents and others easy access to Council services.
Developed in consultation with a private software company, the system has been so well designed it has already been sold to eight other Councils in the 12 months since it was implemented. Other Councils are currently investigating its potential for their communities.
Acknowledgment of its contribution to improved customer service came with an award at the 10th National Awards for Innovation in Local Government.
“The systems were developed in line with Council’s commitment to servicing our customers efficiently and effectively,” said Corporate Information Manager, Keiran Cromie. “We are confident that the majority of requests received are on the system and being tracked and monitored at any time.”
The manner in which information technology is delivered at Glen Eira is also innovative with two contracts being let to outside sources, one for PC, Network and Telephone Support, and the other for Program Development and Maintenance.
“These contractors have brought to Council a level of expertise that is often not found with full time staff,” Keiran Cromie said. “Their dedication, flexibility and breadth of knowledge ensures that Council receives excellent value for money.”
Control of the strategic direction of Information Technology is retained however, with an Information Technology Manager at Council. Likewise royalties, acknowledging Glen Eira’s contribution in developing the system, are earned when the system is on sold.
Further efficiencies are being achieved with the launch of an Intranet site to enable staff to have swift access to other Council departments and information. This includes forms, newsletters and policy guidelines and a radio based data network to seven of Council’s main locations. Incurring no on costs, the Intranet is expected to save $700,000 over the next five years.
For further information contact Keiran Cromie, telephone (03) 9524 3260.
