Some of our services are closed or have different hours over Easter, from Friday 7 April to Monday 10 April.

Launched in May 2017, our website was co-designed with our community to transform the Boroondara online customer experience. Since the site launched, we are continually working on improvements and are open to hearing your feedback.

You can be among the first to test new website features and help us to improve our website by joining our website testing program. You can join this program by completing our Website testing program form-external site.

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. You can find out more about this strategy on our Customer Experience Improvement Strategy page.

The results below are from 1 October to 31 December 2022.

Number of people visiting our website

During this quarter, our website had a total of 269,763 visitors. October was our busiest month for website traffic, with 114,539 visitors.

We saw an increase of 23,083 (9.4%) visits to the site compared to the same period in 2021.

This graph shows that in October 2022 114,539 users visited our website, compared to 101,506 in 2021. In November 2022 we had 91,114 users visit our website (compared to 89,839 in 2021) and in December 2022 we had 85,925 compared to 78,350 in 2021.

When people are visiting our website

As we continue to increase the options available on our website and improve the experience of our current online tasks, more people are choosing to use our website to self-serve on a 24/7 basis.

During this quarter, 43.26% of our website users visited our website outside business hours.

This graph shows that between October and December in 2022, the smallest portion of user website sessions (between 2,500 and 7,500 sessions) took place between midnight and 6am. Between 7am and 9pm there was somewhere between 15,000 and 35,000 user sessions taking place every hour. User sessions during these months between 10pm and 11pm was between 15,000 and 10,000 sessions per hour.

How long people are on our website

Website users spent an average of 2 minutes and 11 seconds on our website this quarter, and viewed an average of 2.25 pages each time they visited.

This image shows that people spend an average of 2 minutes and 11 seconds on our website. And they look at 2.25 pages on average per session.

Most popular pages

Our most popular pages this quarter showed that a significant number of website users were looking for information about libraries and their bins and waste disposal. Our top 10 most popular pages were:

  1. City of Boroondara website home page
  2. Libraries page
  3. Boroondara Recycling and Waste Centre page
  4. Book a hard waste collection page
  5. Find your bin day page
  6. Contact us page
  7. Pay a parking fine page
  8. Library catalogue page
  9. Newspapers and magazines page
  10. View current job vacancies page.

Number of people using digital forms

This quarter, 26,286 forms were completed through our website (compared to 22,989 last quarter). This is lower than the amount of online forms completed during the same period last year (28326 forms), but was 3,297 forms more than were completed in our last quarter.

Our 'Book a waste collection' was our most used form this quarter, with 10,345 submissions. Our 'Report a bin problem' form was the second most used form with 3,166 submissions.

This graph shows that in October 2022 we had 8,974 completed online forms compared to 9,059 in 2021. In November we had 8,577 forms completed (compared to 8,943 in 2021) and in December 2022 we had 8,735 completed forms compared to the 9,036 completed in December 2021.

Satisfaction with digital forms

This quarter, 12,162 people who used our online forms provided us with a satisfaction rating of their experience. Their average satisfaction rating for our digital forms was 4.57 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 you to send us feedback by completing the form at the bottom of most pages on our website.

Here are some of the things you told us about the website last quarter, and some actions we took to improve your experience.

"Provided key landmarks plus a very informative history of each area. Brings the trail to life!" (page rating: helpful)

Comment submitted on Outer Circle Railway Anniversary Trail page.

"What is the weeding schedule?" (page rating: not helpful)

Action taken: We updated our Grass maintenance page to have a clear link across to Weed management program page, where this information is available.

"It’s great insight on what options of the volunteer work are available." (page rating: helpful)

Comment submitted on Boroondara Volunteer Skills Bank page.

"Are permits required for street stalls? If so, the requirement and application process must be clearly stated." (page rating: not helpful)

Action taken: We updated our Do I need a permit page to have a clear link across to our Permits and registrations for your business page, where this information is available.

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