Some of our services have different times over the holidays, including waste collections previously scheduled for Christmas and New Year's Day. Read about the changes.

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.

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 2019 and will be updated quarterly.

Number of customers visiting our website

During this quarter, our website had a total of 239,368 visitors. August was our busiest month for website traffic and we had an increase of over 10,000 visits to the site compared to the previous quarter. 

This graph shows that in July 2019 our website had 79,006 visitors. In August 2019 we had 84,156 and in September we had 76,206.

When customers are visiting our website

Our online information and services can be accessed 24/7. During this quarter, 36 per cent of customers visited 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 that between July and September 2019, 36 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 50 seconds on our website and viewed an average of 2.2 pages each time they visited. 

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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 ten most visited pages were:

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

Number of customers accessing our services through eForms

This quarter 13,448 eForms were completed, and a similar number of eForms were submitted each month. The top 3 submitted forms were: Book a waste collection, Review my parking infringement and Contact Council. 

We now have more customer-facing forms than 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 July 2019 we have 4,529 completed eForms and in July 2018 we had 2,261. In August 2019 we had 4,465 eForms and in August 2018 we had 2,659. In September 2019 we had 4,454 and in September 2018 we had 1,950 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, 6,638 customers gave our eForms an average rating of 4.66 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 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:

 

"A handy and clear overview - thank you. Suggest you insert the booking link into this page so easy for people to go ahead and request a booking." (rating: 5 stars)

Action taken: we have added a booking task button to this Terms and conditions webpage that links directly to the Booking a library meeting room webpage.

"I'm trying to figure out whether plastic bags are accepted in regular recycling bins in this area and I'm still not sure from the information given." (rating: 4 stars)

Action taken: this information has been added to the webpage with a link to where plastic bags can be recycled.


 

"Adding a map would be great." (rating: 3 stars)

Action taken: a map has been added to this webpage.

 

"Thank you, excellent info and I'm grateful to see this being implemented [Food Organics Garden Organics]. My family and I are committed recyclers doing our utmost to comply.  My kids even bring me their food waste for my compost bins." (rating: 5 stars)

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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