AppProof for local councils
Councils run some of the most capable platforms in Australian public administration, and some of the least used. Most staff touch a handful of screens. Most residents never see the system at all; they phone. An Opportunity Review finds the journeys where that gap costs the most.
What a review usually finds
Platforms we see most: TechnologyOne, Civica, Pathway and ePathway, and the state planning portals.
- A customer request that is re-keyed from a web form into the request system and again into a work order
- Permit and licence applications that still arrive as PDFs by email
- Rates enquiries answered by phone from information the system already holds
- Asset defect reports that depend on a resident knowing the right department
Journeys worth proving
Each of these has been prototyped or scoped in an AppProof Sprint. Any one of them is a candidate for your first review.
Customer request tracking
A resident lodges a request, sees its status, and is told when it is done, without a phone call.
Permits and licences
Applications, supporting documents, fees and approvals in one journey, with the decision recorded back in the system of record.
Rates enquiries
Self-service answers to the questions the rates team is asked most, with a handover to a person when it matters.
Asset defect reporting
A pothole, a light, a tree: reported with a location and a photo, routed to the right crew, closed with a note to the reporter.
Development application tracking
A clear view of where an application sits. Strongest where councils run their own tracker, in Victoria, Queensland and Western Australia.
In New South Wales and South Australia, development application lodgement is centralised in the state portal, so the journeys worth proving are usually customer requests, permits, rates or asset reporting rather than DA tracking.
If this existed and was connected to your core system, would your residents, owners or parents use it?
That is the question an Opportunity Review answers before you spend anything on change.