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Yarra Ranges Shire Innovates Customer Service

YRS was able to create over 420 online services, in a fraction of the time

Much like every local government, Yarra Ranges Shire (YRC) is continually challenged to deliver more, and better, digital self-serve opportunities for its customers. Whilst some services were available online via Councils corporate systems, many more were still PDF’s, or complex customer interactions that many across Council felt required customers to call or visit. Or did they?

Building and planning matters are some of the most complex interactions residents have with Council. Because permitting can vary based on so many factors, most customers would default to calling or coming in – resulting in repetitive and time-consuming conversations for the building & planning teams.

Leveraging the power of OpenForms conditional logic and calculations, Yarra Ranges Shire created a self-assessment form that guides customers through 19 common building scenarios, and via a series of questions, provides customers with an immediate answer, directing them to the permits they require. 


Within 12 months, the building permit self-assessment form generated 12,900 visits. With an average session of 2 ½ minutes, this form has delivered over 500 self-service hours for customers, who can now get the answer they need any time of day, without needing to call or visit the council.

Transforming our PDF forms was never about simply moving existing paper processes online. It was about creating digital service experiences that simplified and streamlined every step of the customer interaction.”

Hyma Vulpala
Digital & Data Transformation Officer, Yarra Ranges Shire Council

By adopting technology that supported a no-code, drag & drop approach for creating online forms & workflow, YRC was able to create over 420 online services, in a fraction of the time it would have taken using legacy enterprise systems. 

From simple requests, to complex application processes, pricing calculations and more, Council’s customers now enjoy a modern, accessible, and consistent user experience, regardless of which internal system their request will ultimately find itself in.


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