Digital Service Delivery Enhancement Project

This document is a case study detailing the development of two digital portals aimed at improving service delivery for both internal staff and external residents at Glen Eira City Council. The project involved creating an Intranet forms portal and a customer kiosk, which required integration with core council systems such as Pathway, HP Content Manager, and MS Active Directory. The case study outlines the challenges faced, including outdated processes and a lack of digital services for residents. Symphony3 collaborated with Glen Eira’s digital team to implement solutions that included an internal forms portal with over 30 services and a web-based self-service kiosk for residents. The integration of sophisticated workflows has streamlined processes, improved employee experiences, and automated manual tasks, resulting in significant time and cost savings. The document highlights the benefits of these solutions, particularly for senior citizens, and emphasizes the overall enhancement of service delivery.