DXP Local Government

Moreton Bay Regional Council (MBRC) has embarked on a transformative journey to reshape its customer experience (CX) with TechnologyOne’s DXP Local Government solution.

Case study highlights

  • Reduced duplication efforts of customer service processes
  • Created a single source of truth for knowledge
  • Enhanced citizen-centric online experience

MBRC has successfully completed its first step, revamping how it collates, centralises, and shares knowledge whilst providing its Customer Service Officers with a world-class service workspace designed specifically for Local Government.

The Challenge

Moreton Bay Regional Council is located in South East Queensland, between Brisbane City and the Sunshine Coast. The council is 2,045km2 in size and has a population of 479,639. The council’s population is forecast to grow by over 40 per cent to more than 690,000 by 2041.

Moreton Bay Regional Council has a strong digital vision for its community. The council was prompted to adopt DXP Local Government (DXP LG) after struggling with the outdated software that stored its old knowledge base. This software created a duplication of efforts when content was updated, as the Customer Service Content Team would have to change both the council’s website, and the internal knowledge base. This caused a disparity between the two knowledge sources and a doubling of effort.

This process left room for human error, which when combined with an internal knowledge base that had limited functionality, resulted in inefficiencies for the Customer Service Team and the community. As a result, Moreton Bay Regional Council received general feedback regarding navigation issues with its existing portals and solutions.

The Solution

After identifying the need to provide its community with a transformed digital experience, Moreton Bay Regional Council became an early adopter of DXP LG. To commence its transformative journey to reshape its entire customer experience, MBRC implemented the DXP Knowledge Base and Customer Service to replace its existing solutions. The council recognised DXP LG could enhance its customer experience and seamlessly allow its Customer Service Team to provide accurate and relevant information to the public.

DXP LG offers a frictionless, citizen-centric digital experience that leverages the power of TechnologyOne’s OneCouncil solution. Designed specifically to meet the needs of Local Government, DXP delivers a seamless journey across all devices to align with modern customer expectations - making customer interactions simple and intuitive.

The DXP LG solution will provide a unified knowledge base across council, empowering both council staff and the community to connect to the information they need, in a way that is relevant for them and easy to consume.

“DXP Knowledge Base is user friendly, requires little to no training and has reshaped how Moreton Bay Regional Council collates, centralises and shares knowledge across a diverse and geographically separated organisation,” said Loretta Libke, Manager Technology Services.

“The early adopter program engages participants at every stage of development. MBRC have had a strong online presence which has been enhanced by moving to TechnologyOne, however our customers demand consumer-grade, user-friendly software. MBRC wanted to ensure we were able to harness the opportunity to contribute to the ongoing development of the portal replacement and continuous improvement to the experience for both internal and external customers.”

Currently, Moreton Bay is in the first stage of its DXP LG rollout and they are already seeing the benefits including AI-powered searching, built in quick-links and requests, as well as interactive feedback to facilitate better content creation.

“The DXP team provided outstanding engagement and support. The design engagement was well-paced and demonstrated the high level of skills and desire within the DXP team to produce a great product.  The go-live for the internal knowledge base used by the Customer Service Team was so easy due to their excitement to use the product,” Loretta Libke, Manager Technology Services added.

Manager Technology Services
Moreton Bay Regional Council

DXP Knowledge Base is user friendly, requires little to no training and has reshaped how Moreton Bay Regional Council collates, centralises, and shares knowledge across a diverse and geographically separated organisation.

The Outcome

Moreton Bay Regional Council expects significant benefits of adopting DXP LG to occur during the second stage of its rollout and has already seen real internal benefits from making the switch.

Namely, the Customer Service Team now have a knowledge base that acts as a single source of truth. It is easy for them to navigate and has plenty of features to meet the team’s needs. The council has found it easy to train and transition staff members to use the solution.

“The second stage of our rollout will bring large benefits to our council. Specifically, we expect it to improve content ownership, reduce duplication and improve linking between content and TechnologyOne functionality,” Libke explained.

About Moreton Bay Regional Council

Moreton Bay Regional Council is located in South East Queensland, between Brisbane City and the Sunshine Coast. The council is 2,045km2 in size and has a population of 479,639. The council’s population is forecast to grow by over 40 per cent to more than 690,000 by 2041.

Moreton Bay Regional Council website

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