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.
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.
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.
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:
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.
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.
"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.
"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.