The City of Boroondara has received two ‘highly commended’ awards at the Municipal Association of Victoria’s (MAV) annual national Technology Awards for Excellence.
The awards were for two projects entered in the Victorian Customer Experience Achievement of the Year Award category, a highly competitive field of more than 40 nominees and four finalists.
Boroondara received the commendations for:
Paperless Office project: A two-year project to digitise and transform how Council’s Statutory Planning department does business. The Paperless Office project aims to:
- improve the customer experience of the services provided by Statutory Planning Department, in line with the Council’s Customer Experience Improvement Strategy
- improve and reduce assessment times for planning permit applications
- reduce the costs and environmental impacts associated with paper, including printing, scanning, storage and waste disposal.
This project involved a complete review of the customer experience and end-to-end processes for Statutory Planning, to achieve improved outcomes for Council customers. Read our Beginning a paperless planning journey article for more information.
Add Life to Your Years: A two-year project to build an online space where residents over the age of 55 and their families can find information about active ageing activities in the community.
The updated over 55s section of our website, Add Life to Your Years, has seen a large increase in usage rates by the over 55 audience. The project aims to:
- provide simple, up-to-date and easy to navigate content about hundreds of activities and services in the City of Boroondara
- increase rates of participation of residents over the age of 55 years in health and wellbeing activities
- increase health literacy and awareness of this same resident cohort
- provide extra support for those in the community who may not have the confidence, require training, and/or require assistance to access the technology and navigate the website/online tool.
Mayor of Boroondara, Cr Jane Addis, said that the recognition of the two projects was proof that Council’s ‘customer centric’ approach and digital transformation strategy was meeting the community’s needs.
“These two projects embody Council’s Customer Experience Improvement Strategy, which is about placing the needs of our customers at the heart of what we do,” Cr Addis said.
“Early feedback from the community about the Paperless Office and Add Life to Your Years has been extremely positive, but these projects are just the start. We are continuously looking at our processes to see how we can improve the customer’s online experience when they use our services.”
About the MAV Technology Awards for excellence
The annual national MAV Technology Awards for Excellence recognise outstanding achievements by local government digital and information and communications technology (ICT) practitioners to encourage innovation in local government service delivery for the people of Victoria, as well as nationally and internationally.
The formal Award presentations are held each year as part of the national MAV Conference attended by local councils across Victoria, Australia and New Zealand. The 2019 conference theme was Riding the Wave - Transforming local government for the Digital Era.
Award nominations are assessed according to how well they demonstrate outstanding innovation; effort and outcomes; advance the digital transformation of local government; support council business objectives; and influence or assist other councils to improve service delivery.
The judging panel for the Awards are independent of MAV and the local government sector. They represent a broad cross-section of industry leaders in transformational strategy, innovative civic technology and human centred design for superior customer experience.
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