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.

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 July to 30 September 2022.

Number of people visiting our website

During this quarter, our website had a total of 297,963 visitors. August was our busiest month for website traffic, with 110,051 visitors.

We saw an increase of 26,405 (9.71%) visits to the site compared to the same period in 2021.

This graph shows that in July 2022 109,389 users visited our website, compared to 104,231 in July 2021. In August 2022 we had 110,051 users visit our website (compared to 103,171 in August 2021) and in September 2022 we had 102,729 compared to 92,824 in June 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, 43.06% of our website users visited our website outside business hours.

This graph shows that between July and September in 2022, the smallest portion of user website sessions (between 4,000 and 10,000 sessions) took place between midnight and 5am. Between 6am and 9pm there was somewhere between 15,000 and 40,000 user sessions taking place every hour. User sessions during these months for 10pm and 11pm were between 10,000 and 20,000 sessions per hour.

How long people are on our website

Website users spent an average of 2 minutes and 13 seconds on our website this quarter, and viewed an average of 3.5 pages each time they visited.

This image shows that people spend an average of 2 minutes and 13 seconds on our website. And they look at 3.51 pages on average.

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

Number of people using digital forms

This quarter, 22,989 forms were completed through our website (compared to 23,441 last quarter). This is lower than the amount of online forms completed during the same period last year (33,832 forms). However, last year our online form usage was higher than usual due to COVID-19 and lockdowns limiting other options, particularly during September.

Our 'Book a waste collection' was our most used form this quarter, with 6,569 submissions. Our 'Report a bin problem' form was the second most used form with 2,737 submissions.

This graph shows that in July 2022 we had 6,944 completed online forms and July 2021 we had 7,766. In August we had 8,491 forms completed and in August 2021 we had 7,849. In September 2022 we had 7,554 completed compared September 2021 where we had 10,954 forms completed.

Satisfaction with digital forms

This quarter, 10,546 people who used our online forms provided us with a satisfaction rating of their experience. Their average satisfaction rating for our digital forms was 4.58 out of 5 stars.

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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.

"Clearly articulated requirements under each section" (page rating: helpful)

Comment submitted on Apply for a permit for a home-based business page.

"Did not answer my question on whether the council fits baby car seats.?" (page rating: not helpful)

Action taken: We updated our Baby 3 to 12 months page with links to the services that provide assistance with finding approved rear-facing child restraints or about finding help to properly fit your child's restraint or booster seat.

"Interactive tree map is cool" (page rating: helpful)

Comment submitted on Protected and significant trees page.

"Report on progress on Rocket return. Also list under 'Rocket Park' as that is the name it's known as" (page rating: not helpful)

Action taken: We updated our Central Gardens page to reference the completion of the playground renewal and restoration of the iconic 1960s rocket.


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