Transforming together with you

We’re changing the way we work so you can connect with us at any time, in a way that’s convenient for you. We will make it easier and quicker to interact with us and we’ll get out of your way wherever possible. We know your time is important, and simpler processes mean less effort for you. 

You have told us that you expect contemporary customer services and while digital transformation is a large part of our work, we also understand that some things should stay the same. We are providing more choice and more convenient online options for how you can connect with us. At the same time, our customer service team is still available by email, on the phone and in person.

This transformation is about improving your customer experience and our service delivery across Council. Below you can see some of what we’ve already achieved and what we have planned so we can deliver more responsive and efficient services for all members of our community.

A couch, fridge, bike, baby seat, and coat rack in a pile for hard rubbish collection

Improved hard waste collection

We have recently digitised our hard waste collection process. This means we can provide a more coordinated service and faster responses when you contact us.

Learn more about our improvements to hard waste collection

A laptop showing a screen with graphs and charts under the City of Boroondara logo and the text 'Data and Analytics'

Data and analytics dashboards

Digital dashboards are enhancing how we work and allow us to make more data-driven decisions - from planning asset maintenance, to how we enhance our sustainable urban forest, and much more.

Learn more about our data and analytics dashboards

A person walking a small dog while using their phone and standing under a tree

Find significant trees near you

Use our interactive map to search any address in Boroondara and quickly find significant trees near you.

Learn more about our significant trees map

A chatbot conversation window showing the text 'Hi, I'm the City of Boroondara Chat Bot. What can I help you with today? Type a question below' and the reply 'How can I borrow a book?', to which the chatbot responds 'You can reserve items from any of our libraries, even if they are on loan or on order.'

Try our chat bot

Our chat bot is ready with answers to more than 270 frequently asked questions, with more being added all the time across topics including waste and environment, pets, libraries, and more.

Learn more about our chat bot

A hand holding a smart phone that shows the city of boroondara website home page, with the top task buttons showing like 'Pay a parking fine, Book hard waste, Pay your rates, Find your bin day, and Search library catalogue'

Continuous website improvements

As we transform Boroondara, we are delivering continuous improvements based on your feedback to save you time and make things easier online.

Learn more about our continuous website improvements

A man in a yellow hi-vis vest using gardening tools to prune a tree in a park

Mobile tools for field workers

We are upgrading the mobile tools our field workers use daily when they are out on location, so they can deliver a better service for our community.

Learn more about our mobile tools for field workers

Two hands using an ipad that is showing a screen with 3 dates on it and a button that says 'Complete booking'

A new online booking tool

We are introducing a new booking tool, so you can easily book free and paid venues, outdoor spaces, and individual Council-owned resources.

Learn more about our new online booking tool

A group of speech bubbles showing a conversation going back and forth between two people

New ways to connect with us

We’ll be adding live online chat in the future, providing another easy way to reach our Customer Connect team in addition to phone, email and web forms, or visiting our customer service counter in Camberwell.

Learn more about new ways to connect with us

 

Timeline

From 2020 to 2022

We are introducing:

  • New online self-service options so you can request council services and view information
  • Consistent and secure payment options across all channels
  • New ways to provide feedback and have your say on ideas and consultations
  • Access us anywhere, anytime, using any device
  • The ability to find, compare and book a range of council venues and facilities online

From 2022 to 2024

We will introduce:

  • A way to connect with us using live chat
  • Personalised notifications and communications
  • 24/7 online self-service options
  • A customer portal you can log in to that is customised for you
  • Smart City initiatives to improve operations across the city

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