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

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

In keeping with our customer-first promise and our commitment to keeping you informed, this Website Performance Dashboard has been developed to show our progress towards creating an empowering online experience for our community.

These results are from 1 July - 30 September 2018 and will be updated quarterly.

Accessing Council information and services

How many customers are visiting our website

Last quarter our website had over 250,000 visitors, an increase of 23 per cent compared to the same period last year.

Although August was our most popular month in 2017 and 2018, this was not a significant increase when compared to both years. The average number of users per month in 2018 is 83,918 and in 2017 it was 69,323.

This graph shows website users per quarter in 2017 and 2018. The users in 2017 are July 69988, August 75296, September 69206 and in 2018 July 88002 August 91381 and September 84611

 

When are customers visiting our website

Our online information and services are accessed 24/7 with 34 per cent of customers visiting our website outside of business hours.

By improving our online information and services and expanding self-service options, customers are better able to engage with us at a time and place that is convenient for them.
 

This graph shows user sessions by time of day, peaking in the afternoon. The graph also shows a significant number of visitors using the website after business hours.

How long are customers on our website

Last quarter our customers spent an average of 2 minutes and 28 seconds on our website and viewed an average of 2.33 pages each time they visited. In the previous quarter, our customers spent 2 minutes and 40 seconds on our website and viewed 2.5 pages.

These decreases tell us that customers are finding the information and services they need faster and are having a more effective customer experience.

What pages are customers visiting

Our top pages last quarter showed that a significant number of customers visited our website to complete a transaction. Our top ten most visited pages last quarter included:

  1. Boroondara homepage
  2. Libraries homepage
  3. Contact us
  4. Pay a parking fine
  5. Review my parking infringement notice
  6. Boroondara Recycling and Waste Centre
  7. Renew a library loan
  8. Recycling and waste
  9. Online planning permit register
  10. View current job vacancies

How many customers are accessing our services through eForms

Launched in 2016, our eForms are expanding the services we offer online.

Last quarter over 7000 eForms were completed, with August being our busiest month.  The most-used forms were: review my parking infringement notice, contact us, and bin request.

The most-used forms vary each quarter due to seasonal fluctuations in service demands.

This graph shows the number of eforms completed from July 2017 to September 2018. July 2017 2046 eforms were completed, August 2654, September 1915, October 2336, November 3016, December 2531, January 2516 February 2338, March 3133, April 4293, May 3144, June 2313, July 2335, August 2697 and September 2009.

 

How satisfied are customers with our eForms

More than half of the customers who completed eForms last quarter provided a rating about their experience.

Of the 4225 customer ratings we received, 93 per cent of customers rated our eForms as ‘very easy’ or ‘easy’ to use.

 

This pie chart shows that 65% of customers have rate dour eforms as very easy, followed by 28% who rated them as easy. 5.5 % rated our eforms as neutral, 1 % difficult and .5% as very difficult.

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 last quarter. We value your feedback and act on it to improve our website content whenever possible – as you can see from the following examples:

 

"How do you order a smaller bin?" (Rating: 1 star)

Action taken: Additional information was added to the page. 

"Not clear what "supporting documentation" is required for this type of application." (Rating: 3 stars)

Action taken:  Examples were added to the page to make the required documentation easier to understand.

"It doesn't have the open hours of the hub." (Rating: 3 stars)

Action taken: opening hours of the hub were added to the page

"This is amazing! I had no idea that these plastics could be recycled in this way. You should spread the word!" (Rating: 5 stars)

Action taken: none required

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. Join our digital dialogue team to be the first to hear about and test new website features and get hands-on opportunities to improve our website.  

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