Shellharbour City Council AMS Program
TechnologyOne’s Application Managed Services (AMS) program has enabled Shellharbour City Council to access expert support, fill resource gaps and optimise its software solution
Case study highlights
- Improved budgeting and resourcing
- Filled resource and knowledge gaps
- Successful transition to a fully electronic system
Challenge
Shellharbour City Council serves a population of 68,000 people in the Illawarra region of New South Wales. The council had been using TechnologyOne’s enterprise software for several years, before deciding to implement Property & Rating (P&R) to round out its OneCouncil enterprise solution.
“After we went live with P&R, our Business Information Solutions team was really stretched trying to maintain day-to-day operations and cover the post-implementation rollout,” said Adele Taylor, Manager Business Information Solutions, Shellharbour City Council.
“We were building our Civic Centre at the time and had a number of key staff removed from their day-to-day roles and pulled onto the project.
“We were struggling to meet our internal service levels and needed additional support to refine our business processes, ensure issues were immediately resolved and find ways to optimise our software solution.”
Solution
Shellharbour City Council implemented TechnologyOne’s AMS program to manage the implementation process post go-live and create a long-term roadmap for its broader TechnologyOne OneCouncil solution.
“While we initially implemented AMS to help with day-to-day support, our long-term vision was to use the AMS program to map out where we wanted to go with the solution,” Taylor said.
“We now have a very clear understanding of what we want to achieve long-term, and what modules we need to implement to get there. This gives us the ability to resource and budget for staff accordingly.”
Outcome
AMS has enabled Shellharbour City Council to maintain and optimise its TechnologyOne software, so it can focus on serving the community instead of its technology.
“AMS has been critical to quickly mitigating any implementation issues, filling resource and knowledge gaps and ensuring we have a well-trained workforce.”
“There’s no better support than the vendor; knowing we can engage TechnologyOne to help us use the system to the fullest has made life a lot easier.
Taylor added: “The key benefit of AMS is having access to TechnologyOne experts who have built, developed and understand the software. This means we can leverage their knowledge to optimise our software solution.”
AMS has been critical to quickly mitigating any implementation issues, filling resource and knowledge gaps and ensuring we have a well-trained workforce.
Perspective
Shellharbour initially implemented the AMS program after it had gone live with Property & Rating.
“We were under-resourced and engaged the AMS team to backfill a position in IT to help alleviate some of the pressure,” Taylor said.
In addition to assisting Shellharbour with resourcing issues, the AMS team also helped the Council to optimise its entire OneCouncil solution.
“We have completed a lot of ‘Health Checks’ through the AMS program, which has enabled us to see where we can make business process improvements and maximise our use of the software,” Taylor said.
“We’ve since changed some key business processes and seen a lot of gains – AMS has been fantastic in that respect.”
Taylor added: “We’ve also been able to engage TechnologyOne’s AMS team for training purposes so we have the right skills internally to move forward.
“We’ve since implemented Timesheets in Ci Anywhere and the added support of AMS has enabled staff to feel comfortable during the transition away from a paper-based system to a fully electronic system.
“I would certainly recommend the AMS Program to other organisations for a variety of reasons; whether that be to assist with day-to-day support, implement new functionality, get quick on-the-job training or to develop more complex reports. With AMS you can quickly get a resource onboard.”
About Shellharbour City Council
Located in the Illawarra region of New South Wales, the city of Shellharbour serves a population of 68,000 people over an area of 154 square kilometres.
Take a closer look at our OneCouncil solution
Corporate Performance Management
A complete approach to managing enterprise budgeting, performance planning, business analytics and more.Learn more
Enterprise Asset Management
Make informed decisions about asset investment and optimise long term plans.Learn more
Enterprise Content Management
Capture, store, access and manage your business documents from a single location.Learn more
Financials
Capture all financial information in a single place, providing powerful dynamic reporting and enquiries for real-time decision making.Learn more
Human Resources & Payroll
Manage the entire employee lifecycle from recruitment to off-boarding.Learn more
Supply Chain Management
Manage procurement of goods and services across multiple locations from quote request to payment.Learn more
Spatial
Easily visualise and analyse geographic information through a web-based enterprise GIS viewing application.Learn more
Property & Rating
Automate processes and provide workflow alerts to regulatory managers and inspectors.Learn more
Resources
-
Local Government Media release12 Mar 2024
Redland City Council turns to technology for better customer centricity
Redland City Council is extending its partnership with TechnologyOne to streamline day-to-day operations and deliver better services to its residents. -
Media release29 Feb 2024
Newcastle boosts sustainability with digital transformation
Newcastle City Council has transitioned to an Employee Self Service solution by TechnologyOne, saving time, money and a significant amount of paper. -
Media release23 Feb 2024
City of Devonport embraces new technology to keep local parks clean
City of Devonport will save half a million dollars a year as a result of its digital transformation with TechnologyOne and IoT devices.
Looking for more resources?
Check out all 97 Local Government resources.
