Pitney Bowes assists council digital transformation at Brimbank

Brimbank City Council in Victoria is transforming its customer experience by undergoing a digitisation process.

The council has implemented the Pitney Bowes Spectrum Single Customer View technology, aiming to better connect with the community and improve current services.

Previously, Brimbank operated multiple siloed corporate systems, which created inconsistencies across the organisation. It now has a new transaction-based and mobile-responsive website, a payment gateway and master data management solution powered by Spectrum.

“Digital transformation for the council meant driving cultural change internally and digital change externally, and both were significantly important in a mission to drive a community-first work culture right across the organisation. The Spectrum solution has allowed us to be more responsive to customer needs, and greater customer satisfaction is already evident,” Brimbank City Council Director of Corporate and Community Relations Helen Morrissey said.

“Additionally, Brimbank City Council is now able to respond to government compliance mandates with trusted, high-quality data validated by the Spectrum Single Customer View solution.”

In phase one, the Spectrum solution has integrated three of council’s main corporate systems, providing data cleansing, data quality and analytics. Phase two would include another six corporate systems to create a single customer view.

‘Community first’ initiatives, such as online payments for paying rates, infringements and planning, as well as the newly designed website offering services such as waste collection, senior and child care, parks, pets and disaster response were implemented to provide customers with around-the-clock access.

Through the completion of phase one of the project, the council has experienced the benefits of a customer-centric evolution based on a single view of the customer that helps the organisation identify, locate and communicate with each citizen more efficiently.

Phase two of the project, expected to be delivered by April 2017, will involve the integration of a further six corporate systems to assist the council to deliver precision and accuracy, and further enhance its understanding of citizens.

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