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City of Swan slashes call volumes

How did the City of Swan’s web team save 28,732 phone calls to customer service?

With simpler, smarter online forms.

When the City shifted from fixed verge collection dates to allowing customers to book a collection date, online self-service wasn't just a desired convenience, but a critical necessity. As one of the City’s most highly accessed services, lacking an easy online booking process would result in a tsunami of phone call bookings via customer service.

Identifying the new route planning software didn't provide a customer facing booking form, City of Swan's web team was tasked with urgently finding a workaround. But with the information needed to make a book sitting across disparate internal systems, the web team was confronted with the additional challenge of weaving disparate systems into a simple, customer facing process. 

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Using OpenForms as the connective tissue, the web team collaborated with the City’s Waste Management team to craft a process that leveraged the City's Intramaps GIS to check collection dates for the customers address, Pathways CRMS to check the number of collections still available for the customer, and OpenForms to complete the process and finalise the customers booking request, which is then uploaded into the waste collection route planning software.

By prioritising configuration over customisation, the web team stood up a new, easy to use digital process in a fraction of the time & cost of custom build. Not only did the online booking form provide residents more convenience, it also streamlined the receipt and route-planning process for the waste team. 

Waste Collection bookings are one of City of Swan’s most popular customer requests. Collaborating with the Waste Management team, CoS integrated OpenForms with IntraMaps GIS. This allowed customers to lookup their property and check how many remaining collection requests are available, before proceeding to finalise and schedule a collection via OpenForms. Within 6 months of launch, the new booking form processed over 28,000 requests. And now we're investigating how customers can cancel or amend their bookings.”

Meredith Gratton
Digital Communications Developer

 

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