Wollondilly revolutionising the Council Experience

Wollondilly Shire Council, serving a community of 50,000 residents in New South Wales, Australia, was in need of a solution that would streamline their complex and time-consuming processes. The Council sought a way to better serve their residents by digitising and integrating their services for improved efficiency and productivity. By leveraging CFSuite and Salesforce and integrating it with their existing CIVICA Authority system, Wollondilly was able to launch a comprehensive CRM and Self Service Portal that revolutionised the way their community interacted with their services.

Challenges

Wollondilly Shire Council faced several key challenges in managing their community services:

1. Lengthy and complex processes: Many services, such as rates management and facility bookings, were still paper-based and required manual intervention, resulting in delays and inefficiencies.
2. Limited access to services: Residents often had to visit Council offices to access services or obtain information, making it difficult for those with limited mobility or those who lived in more remote areas.
3. Inefficient use of staff resources: Council staff were spending a significant amount of time on administrative tasks, reducing their ability to focus on more critical functions.

Solution

To address these challenges, Wollondilly Spartnered with a Ennovative to implement CFSuite, Australia's leading Salesforce Service Cloud acclerator. CFSuite enabled both CRM and a Self Service Portal tal that provided residents with easy, online access to key services. The project involved integrating Salesforce with Wollondilly's existing CIVICA Authority system and leveraging core Salesforce functionalities and CFSuite capabilities.

Key features of the Self Service Portal included:

1. Customer relationship management (CRM foundations)
2. Rates Management Portal: The portal enabled customers to manage their rates payments, view balances, download notices, and set up direct debits and repayment plans within Salesforce and the Self Service Portal. This significantly reduced the time and effort required to manage rate payments, both for residents and Council staff.
3. Online Venue & Facility Booking: The Self-Service Portal also featured an online booking system that allowed customers to reserve venues and facilities effortlessly. This eliminated the need for manual bookings and reduced administrative overhead for the Council.

Results

The implementation of CFSuite inWollondilly Shire Council resulted in significant productivity and efficiency gains for both the Council and its residents:

1. Streamlined processes: By digitising and automating key services, the Council was able to reduce the time and effort required to manage these services, resulting in substantial time savings and improved service delivery.
2. Enhanced customer experience: Residents now had 24/7 access to Council services from the comfort of their own homes, improving accessibility and convenience.
3. Optimised staff resources: With the reduction in manual and administrative tasks, Council staff could now focus their attention on more critical functions, enabling them to provide better support to the community.

The implementation of CFSuite and Salesforce hasl transformed the way Wollondilly Shire Council manages its community services, resulting in a more efficient, streamlined, and customer-centric experience for its residents. The integration of Salesforce and CIVICA Authority systems, along with the use of core Salesforce functionalities and CFSuite capabilities, demonstrated the power of digital solutions in modernizing local government services and fostering stronger community engagement.

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