Coronavirus update 13 March 2020

Council has closed some facilities and cancelled all events until 14 April. Learn which services have been affected.

Launched in May 2017, our website was co-designed with our community to transform the Boroondara online customer experience. 

The launch of our site was a key milestone in our Customer Experience Improvement Strategy which is about putting you at the centre of everything we do.

These results are from 1 October - 31 December 2019 and will be updated quarterly.

Number of customers visiting our website

During this quarter, our website had a total of 228,814 visitors. October was our busiest month for website traffic.

We had a decrease of over 10,000 visits to the site compared to the previous quarter as a result of the Christmas holiday period. 

This graph shows that in October 2019 our website had 94,039 visitors, compared to 81,312 in October 2018. In November 2019 we had 91,379 (compared to 76,844 in November 2018) and in December we had 85,440, compared to 70,658 in December 2018.

When customers are visiting our website

Our online information and services can be accessed 24/7. During this quarter, 34 per cent of customers visited our website outside of business hours.

This graph shows that between October and December 2019, 34 per cent of website sessions took place after hours.

How long customers are on our website

This quarter's findings matched what we experienced in our last quarter: our customers spent an average of 1 minute and 45 seconds on our website and viewed an average of 2.2 pages each time they visited. 

Pages our customers are visiting

Our top pages this quarter showed that a significant number of customers visited our website to complete a transaction. Our top 10 most visited pages were:

  1. Libraries homepage
  2. Boroondara homepage
  3. Contact us
  4. Pay a parking fine
  5. Boroondara Recycling and Waste Centre
  6. Book a hard waste collection
  7. View current job vacancies
  8. Online planning permit register
  9. Jobs and careers
  10. Recycling and waste

Number of customers accessing our services through eForms

This quarter 17,083 eForms were completed, up from 13,448 eForms last quarter. The main reason for this was the 3,171 extra 'Book a waste collection' forms submitted compared to Q1.

The 'Book a waste collection' form was the top form submitted in Q2 with 8,318 submissions. The 'Contact Council' form was the second most utilised form with 1,369 submissions.

We had more customer-facing forms than at the same time in 2018 and we are continually improving our analytics capturing. As a result, we are tracking more forms in total.

This graph shows that in October 2019 we had 5,448 completed eForms and in October 2018 we had 2,394. In November 2019 we had 5,218 eForms and in November 2018 we had 2,315. In December 2019 we had 6,417 and in December 2018 we had 2,160 eForms completed.

Customers satisfaction with our eForms

Just under half of the customers who completed an eForm this quarter provided a rating about their experience.

This quarter, 8,457 customers gave our eForms an average rating of 4.62 out of 5 stars.


Have your say

As part of our digital transformation and ongoing effort to continuously improve our content and services, we encourage customers to send us feedback by completing the form at the bottom of most webpages.

Here are some of the things you told us about the website this quarter. We value your feedback and act on it to improve our website content whenever possible – as you can see from the following examples:


“Is there a limit on the length of single tree limbs? And do single tree limbs need to be bundled?” (rating: 3 stars)

Action taken: We updated the Book a bundled green waste collection page with the maximum permissible length of tree limbs.

"How to cancel a study room would be useful :)" (rating: 4 stars)

Action taken: We added steps on how to cancel a booking to this page.


"What hours can you contact council when you find a lost dog? Do you have after hours rangers?" (rating: 1 stars)

Action taken: we updated our Lost and found animals page to include this information.

"The only reason I rated a 4 is that items not covered are plastic plant punnets and plastic garden pots as well as old black plastic irrigation pipe.  Otherwise a great page." (rating: 4 stars)

Action taken: This information is in the A to Z recycling and waste guide, but we have also added it to this page under the plastics heading.

Thank you for participating in our digital transformation and helping us deliver the online experience you want. 

Want to tell us more? We’d love to hear what you think about ongoing improvements to our website. By joining our Digital Feedback panel you'll be the first to hear about and test new website features and get hands-on opportunities to improve our website.

Join our Digital Feedback Panel

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