Wollongong City Council Innovation of Excellence Winner 2015 of ePathway Wollongong City... ·...
Transcript of Wollongong City Council Innovation of Excellence Winner 2015 of ePathway Wollongong City... ·...
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Utilisation of ePathway
Wollongong City Council
Innovation of Excellence Winner 2015
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About Wollongong
• "Woollungah" is the Aboriginal
name for Wollongong
• Located in NSW’s Illawarra Region
• Approximately 80km south of
Sydney
• Size of LGA is 714 square kilometres
• Bordered the Royal National Park
to the North and Lake Illawarra to
the South
• Current population of 207,084
• Approximately 80,000 rate payers
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Overview
ePathway Utilisation and Support
Team
Online Demand
Benefits of ePathwayOpportunity for Process
Improvements
What has been delivered at WCC
Creative Thinking
Reaping the Benefits
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ePathway Utilisation and Support Team
• Wollongong City Council implemented ePathway in January 2005.
• Recognised for our utilisation of ePathway – 24 new transaction types
• The primary ePathway focus for Wollongong is to:
Deliver online forms and payment options
Meet increasing customer demand
Improve on internal process efficiencies.
• The Land and Assets Systems Support team (LASS) provides system
support and development to over 800 users in Pathway and IPS solutions
at Wollongong Council.
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Online Demand
• Expectations from our customers to transact online isincreasing.
• ePathway is an internet-enabled customer self-serviceinterface for online customers of local authorities.
• Enables customers to lodge requests, make payments via asecure payment gateway.
• Allows staff to accept, process and respond to customerrequests internally using Pathway.
• Transaction types implemented in ePathway at WollongongCity Council has tripled within the past 18 months due tocustomer and staff demand.
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Benefits of ePathway
• A live transaction system
Up-to-date data, not an overnight dump
Secure payment gateway direct to Pathway receipting
Instant email confirmation and tax receipt to customer
• Ability to upload attachments
• Minimal behind-the-scenes
• Customisable to match Council’s web look
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Opportunity for Process Improvements
• Project Management, Business Analyst and technicaldatabase Skills developed in the LASS team are providing aholistic approach to project implementation.
• Staff engagement from development phase through toimplementation and ongoing support
• Continuous Improvement – using lessons learnt to refinefuture projects.
• Minimal Change Management issues – Buy-in from staff
• Collaboration with other system administrators andprofessionals to produce successful outcomes
• Effective Scope Management
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Filming
Applications
Swimming Pool Compliance
Certificates
Expression of
Interest for
Festival Stalls
Sculpture
AwardsFinancial Grants
Interpreter
Services BookingsOnline PaymentsEvent ApplicationsConference
RegistrationsOutdoor Restaurants
What has been delivered?
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3
Online Transactions Trend
136%
Increase online
transactions
2.7m“My Payments”
15/16 FY
53K
Web hits
P/Mth
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3
Online Lodgement
Development Applications
35%
Interpreter Service bookings,
Filming and Major Event
Applications
100%
90%
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• Calculation of fees online
• Request for payment
• Use of the ‘My Payments’
function
Creative Thinking
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My Payments
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Receipting
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HTML email
• Online emails previously restricted to Plain text only.
• In the Pathway 3.09 release, HTML confirmation emails
were able to be sent from ePathway modules.
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Alternate Use of ‘Applications General Enquiry’
• Council offers an interpreter broker service to the public and
agencies
• Interpreters and Agencies can view bookings online using
Stakeholder function
• Service incurs fee: How are cancellations, notifications and
refunds are managed?
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Interpreter Services Cancellation Process
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• Reports used to easily track registrations including;
Payment details
Monitor registration numbers daily
Keep track of numbers attending preferred sessions
and dinner selections
Create attendance lists and dinner seating
arrangements
• Ongoing yearly events need only be set up once and
current set up can be kept for future use.
Reporting and Internal process improvements
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Customer
Service
Viva
Staff
Customer
Previous Process
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Viva
Staff
Customer
Using ePathway
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Reaping the Benefits
• Utilising ePathway and Pathway modules we are already
licensed for, provides high return of investment
• Cost of staff resources within our operational budgets.
• Efficiencies to processes has created greater staff and
customer satisfaction
• More ownership over their processes
• A shift in paradigms has changed staff’s mindset
• Encouraging innovation
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Questions?