City of Tea Tree Gully
The City of Tea Tree Gully improved their customer service processes by digitizing over 100 services, and converting more than 36,000 customer service calls into clicks every year.
Located in leafy North East of Adelaide, CTTG is home to a diverse community of 100,000 people. "Continuous improvement for City of Tea Tree Gully is about decreasing our cost base, whilst improving our customer service. By shifting online, we could see the cost to serve drop from as much as $60, to as little as 15 cents." says Ryan McMahon, Director of Organisational Services & Excellence.
As part of its service transformation, CTTG was challenged to find an online forms platform that was both easy to use for city staff and residents, whilst accommodating the complex functional needs of the city, including integration with its legacy business systems.
Built with government, for government, OpenForms offered CTTG a powerful forms platform perfectly suited for the business of local government. From permits and payments, through reports and requests, OpenForms provided all the functions CTTG needed out of the box.
In 2019 CTTG processed 13,000 forms online.
CTTG was able to digitise 170 services in one year.
CTTG saves 60 hours a month, processing fewer counter payments.
"Before OpenForms, we just wanted to digitise our PDFs. But when we started using OpenForms, we realized it's not just about putting PDFs online, but about improving the entire process experience." says Chris Campbell, Digital Communications Officer.
"OpenForms APIs were invaluable in helping CTTG achieve efficiencies" says Campbell. "Direct integration into Content Manager (records management) is saving a lot of processing time. Customers used to send Freedom of Info requests by post, which we would need to open, catalogue, scan into CM, assess, invoice the resident, wait for payment, assign to the right person to start the application process. Now, the resident submits and pays online, it's put into records management right away, Customer Service team get a copy via email and can delegate to the right person. No handling, so much time saved".
After the success of the first 20 online services, departments from across the city started reaching out to the web team, asking for their services to be put online. Thanks to the ease of use of OpenForms, CTTG empowered 22 people across the City to use OpenForms and transform their department services.
Imagine the customers' delight when getting an automated response explaining expected service times and providing next steps, and on top of this, customers can expect an outcome to their request as quickly as half an hour after they've submitted a form.
Things that would have traditionally taken us a long time, like calculating costs, processing payments and lodging requests into our records management system, is now all automated with OpenForms. It is revolutionising our services here at Tea Tree Gully.