CityConnect Ecosystem: Transforming the Customer Digital Experience in Government.

According to their recent global market scan, no local government globally has implemented an integrated personalized community portal where a digital dashboard shows requests, status updates are tracked, and shown on the individual's personal dashboard at every stage of the process.

The CityConnect ecosystem was developed in response to extensive stakeholder feedback and a strategic vision to modernize the City of Sydney’s digital services. In 2019, feedback from internal and external stakeholders highlighted that the existing digital experience was "broken," "inconsistent," and "fragmented." Recognizing the need for a more user-friendly and efficient system, the City of Sydney Council embarked on a detailed planning and development process, involving collaboration with top UX engineers and thorough re-engineering of business processes.