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We've delivered some fantastic initiatives since our Transforming Boroondara journey began. There are now many new, convenient ways for you to access services and connect with us.

We are also introducing new tools and technology to improve service delivery across Council and, where possible, reduce our cost to serve at the same time.
 

Making it easier to interact with us 

An easier way to book rooms and spaces across Boroondara

Our new online booking system makes it easier for our community to compare available spaces, book at a suitable time and (in most cases) pay online.

We first launched this system with our library meeting rooms. Since then, more than 89 bookable facilities have been added into one platform, making it easy to explore and browse a range of different types of spaces to find the perfect space for your event. Since launching, we’ve added a number of outdoor spaces, sports and recreation facilities, event and meeting rooms in our seniors' centres as well as sessions, programs and private bookings at Kew Traffic School.

Benefits include:

  • a simple way to access our venues and facilities when you need them
  • a one-stop location for you to find, compare, book, and pay for our events and facilities online
  • the ability to book at a time that suits you.

Find significant trees near you

You can now easily search for significant trees on our website. Use our interactive map to search any address in Boroondara and quickly find significant trees near you.

Benefits include:

  • get to know the outstanding trees in your neighbourhood that receive more protection because of their impressive size, age, rarity, ecological value, or cultural and historical significance
  • a way to familiarise yourself with any significant trees in your area, so that you are aware of trees that must be protected and may need a permit before planning for works, pruning or removals.

Try our chat bot

You’ve told us that you want to be able to connect with us at any time, and in a way that’s convenient to you.

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

Benefits include:

  • an avenue of contact that is available online 24/7
  • a simple way to find out more about our services
  • another convenient option alongside contacting our Customer Connect team by phone, email, web form or in person.

New technology at our libraries

We’ve introduced Radio Frequency Identification (RFID) technology at our libraries. The result is self-service kiosks, sorters, return chutes and book security systems.

Benefits include:

  • an efficient and easy way to borrow and return library items
  • library items quickly returned to the shelves for borrowing
  • a way for Boroondara Library Service members to conveniently manage their library membership and transactions.

Manage parking permits

You can now apply and renew residential parking permits and accessible parking permits online from our Parking permits page.

These are examples of over 100 new online forms that we have introduced to help you request something from Council.

Benefits include:

  • a faster turnaround time to action your requests
  • a simple way to manage this process in your own time and pay without needing to call us or visit a customer service centre.

Skip bin permits online

Registered skip bin companies can now apply and pay for a skip bin permit online through Service Victoria. 

Benefits include: 

  • faster processing times
  • time savings for local businesses
  • simpler upfront payments instead of invoicing. 

A new way to have your say

Our Your Say Boroondara website, a new platform for community engagement and consultation activities, has arrived. You will be able to tell us about your priorities and how we can best respond through advocacy and services.

Benefits include:

  • a convenient way for you to have your say
  • a simple view of all engagement and consultation across Council
  • a way to register online for updates to stay informed of consultations that matter most to you.

Find your waste collection dates

You can now use your address to search for information about some of our regular services.

These are available on our:

Benefits include:

  • a fast and simple way to check your waste collection days.

Report an issue

If you have an issue you’d like to report to Council, you can now report a variety of issues by completing our Report an issue form.  

Benefits include:

  • a faster turnaround time to action your requests
  • a simple way to ask for assistance without needing to call us or visit a customer service centre.

Improved hard waste collection

We have recently digitised Council’s hard waste collection process. Our drivers have replaced paper schedules and manual reporting with a mobile app and iPads that they are now using in our hard waste trucks.

Better information flow between our drivers and the team at the waste depot is achieved through the app and a connected digital dashboard. The result is a more coordinated service, and the status of customer-requested collections are now updated in real time.

Benefits include:

  • a more coordinated hard waste service
  • a faster and up to date response when you contact us.
Hard Waste Collection – Transforming Boroondara video transcript

Improving the way we work  

Mobile tools for field workers

We recently upgraded the mobile tools our field workers use daily out on location to deliver a better service for our community. This includes maintaining our beautiful trees, road and footpath works, taking care of drainage maintenance, turf, and playground audits.

Our field teams are now equipped to complete inspections and respond to maintenance requests from anywhere, on any device.

Benefits include:

  • better access for our teams to information
  • faster response times to service requests
  • less duplication of effort and less administration.

Key systems transformation 

It’s important that we reduce the time it takes to respond to customer requests and, where possible, reduce our cost to serve. This is why we have a multi-year program of work underway to modernise our fundamental business systems.

The result will be replacing disconnected legacy systems with an integrated technology platform that enables more streamlined and responsive service delivery across Council.

Benefits include:

  • more efficient service delivery across Council
  • faster responses to your requests
  • enabling more opportunities for self-service.

In July 2025, we replaced our legacy finance system with Oracle Finance. Key to this was an uplift in the way we work to be able to streamline processes to improve the experience for our customers. 

In October 2025 we delivered a new Customer Relationship Management system. This system will enable our community to get faster responses to their requests and allow them to spend less time and effort to get the information they need. Ultimately, this is all part of our efforts to allow our community to access services in a way that’s most convenient for them.

Data and analytics dashboards

We are using new data and analytics dashboards to:

  • centralise our information
  • improve how we operate
  • provide a more seamless and efficient service for the community.
     

Benefits include:

  • more informed, data-driven decision making
  • enhanced service delivery
  • faster responses to your requests and enquiries
  • less duplication of effort and less administration


Some examples of how these dashboards are being used are below.