City of Sydney's CityConnect Ecosystem

The Technology and Digital Services team at the City of Sydney collaborated with multiple internal business units and external vendors to create the CityConnect Ecosystem. This teamwork resulted in an exciting customer-centric solution.
The CityConnect Ecosystem’s online dashboard allows community members to make, manage and track their requests with the City of Sydney Council. Our unified digital ecosystem increased access to online council services from 30 to 84. Accessible from a computer, tablet, and mobile phone, the CityConnect dashboard provides a secure ‘one-stop-shop’ view for anyone wanting to interact with the City of Sydney digitally. Customers can make enquiries, report issues, and submit requests and applications online 24/7/365. As the City staff process the customer’s requests and applications, the customer’s personal dashboard enables easy real-time access to view the progress of their current requests and applications. The dashboard also provides customers with a historic view of their past requests and applications.
The CityConnect dashboard provides access to the CityConnect Ecosystem’s Smart Digital Forms platform. Designed using UX principles and business-process reengineering, the platform digitised 84 traditional council services, reducing paper-based applications significantly. These forms ask minimal and context-relevant questions, dynamically adjusting the subsequent questions based on provided information. We delivered digital access to services that are most frequently requested by people residing, working or visiting our local government area, such as ‘Report an issue’, where any asset needing attention can be reported.
The Smart Digital Forms platform integrates with the CityConnect Ecosystem’s new Customer Relationship Management (CRM) system built on the Microsoft Dynamics CRM platform. Each online submission creates a unique case in the CRM system, triggering automated workflows to the appropriate business units. This automation ensures efficient handling and tracking of requests and applications, with processing times monitored via internal service level agreements (SLAs) to manage the fulfilment of customer requests. Customers are sent automated email/SMS notifications on the progress of their requests and applications.
The CityConnect Ecosystem further integrates with multiple internal digital systems and software platforms as well as major third-party service providers. Our seamless integration enhances service delivery and operational efficiency.