A focus on eServices
The City of Tea Tree Gully (CTTG) embarked on a mission to put the digital channel at the centre of its customer service offering, and leverage its website to transform how it delivers services to its customers. Together with Seamless, CTTG built an eServices portal that empowers residents to self-service, anytime day or night, from any modern device.
The eServices portal integrates a range of core internal CTTG business systems, including its document management system, resident addresses database, and customer request management system. However, residents aren’t exposed to any of these systems, and instead see a simple, single dashboard for the lodgement and tracking of all their requests.
By delivering a useful and usable online experience, CTTG can improve customer satisfaction and internal efficiency, while decreasing the cost of service for its customers and freeing up customer service staff to focus on more complex requests.