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 April - 30 June 2019 and will be updated quarterly.

How many customers are visiting our website

Last quarter our website had a total of 228,780 visitors, with May our busiest month for website traffic.There were fewer visits compared to the previous quarter which is an expected outcome due to seasonal fluctuations in service demand.

This graph shows that in April 2019 our website had 77,205 users. In May we had 80,347 and in June we had 71,228.

 

When are customers visiting our website

Our online information and services are accessed 24/7 with 42 per cent of customers visiting our website outside of business hours last quarter.

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 there is a large portion of website sessions taking place after hours.

How long are customers on our website

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. Customers are spending 2 seconds longer on our website than in the previous quarter. 

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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. 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. Book a hard waste collection
  10. Renew library loan

How many customers are accessing our services through eForms

Last quarter 13,342 eForms were completed, with May being our busiest month. The most-used forms were: Influenza consent form, Book a hard waste collection, and Review my parking infringement. 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 April 2018 we have 4,169 completed eforms and in April 2019 we had 3,780. In May 2018 we had 3,121 eforms and in 2019 we had 5,150. In June 2018 we had 2,228 and in 2019 we had 4,412 eforms completed. .

How satisfied are customers with our eForms

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

Last quarter, 7,544 customers gave our eForms an average rating of 4.6 out of five 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 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:

 

"Can I return to any Boroondara library or does it have to be the one I borrowed from?" (rating: 3 stars)

Action taken: we updated the copy on the webpage to include this information.

"Wonderful content - thank you.  Great if you could provide additional photos of all usage areas ie each room & deck please...helpful for booking clients' planning." (rating: 5 stars)

Action taken: this activity is planned for the 19/20 financial year.


 

"Street search box does not work." (rating: 1 star)

Action taken: the address search box has been identified as an ongoing issue for customers and will be a focus area for the team in 19/20.

 

"This page is very helpful and well laid out, very impressive for something government related good job!" (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.

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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