LAKE Macquarie City Council will spend $6.3 million to replace its online systems and software in a move it said would enable staff to respond faster to residents’ requests.
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The council has engaged software and information technology specialists, Civica, to implement its Authority 7 local government software and systems across the city over the next five years.
The new system is big on self-service portals.
“Our current software system was due for replacement,” a spokesperson for the council said.
“It is based on outdated technologies that no longer support our business needs and therefore the community’s needs. Our current systems were implemented in 2004, prior to smartphones and social media becoming a daily part of people’s lives.”
While some Westlakes residents are sure to focus on the opportunity cost of the digital upgrade – $6.3 million would have paid for a lot of footpaths, kerbing and guttering, and mowing – the council said the new online system would improve its ability to respond more efficiently to service requests.
“The major advantage of this new system is that it will give our 300-strong outdoor staff access to online systems and tablets,” they said.
“This will ensure requests are responded to faster, improving the overall customer experience. It will lead to better documentation of maintenance problems and solutions, and better tracking of service requests.”
The software will be used to monitor and respond to needs such as road maintenance, playground improvements and all of council’s services.
Residents would find it easier and faster to deal with the council, they said.
“Lake Macquarie residents will soon be able to submit a service request for maintenance, lodge a development application, or request an inspection for their swimming pool from their device with one single log-in, and then continue to view and track it through until completion,” the spokesperson said.
“Currently, they would need multiple log-ins, and some requests cannot be tracked. We know that ratepayers expect more and better access to council using mobile and web services, and we are responding to these expectations.”
Civica International managing director Richard Fiddis said it was now imperative for councils to have agile and flexible systems that “reduce IT complexity while improving service delivery”.
He said council would also will deploy Spydus10, Civica’s library management software to “transform its libraries into modern-day digital public access areas”.
The council said, in terms of its priorities, it continued to pour significant resources into building and maintenance.
From a service perspective, council said it was critical that it had the most up-to-date technologies.
“Keeping the current system was not an option as it had passed its use-by date. Replacing it was more cost-effective than upgrading.”
The Civica website, meanwhile, said the company delivered “critical software, digital solutions and outsourced services to improve the provision of high quality local services for than 300 local councils”.
