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Bass Coast Shire Council wins GovMedia Award for Digital Transformation

Bass Coast Council wins GovMedia Award for 24/7 Customer Engagement and Digital Transformation Project, enhancing staff efficiency and flexibility.

By news@gippsland - 1st August 2023 - Back to News

Bass Coast Shire Council is thrilled to announce that the Bass Coast OneCouncil Transformation Project has been awarded the 'Local Digital Initiative of the Year' at the GovMedia Awards. This Award was given in recognition of the success of the Bass Coast OneCouncil Transformation Project which provided Bass Coast residents and visitors with 24/7 interaction with council, thanks to a new, easy to navigate online customer portal available anytime, anywhere and from any device.

Bass Coast Council's OneCouncil Transformation Project won the Local Digital Initiative Award for 24/7 customer interaction and improved staff efficiency

Bass Coast Council's OneCouncil Transformation Project won the Local Digital Initiative Award for 24/7 customer interaction and improved staff efficiency

Efficient 24/7 transformation

In turn, this transformation also supported more efficient and flexible working for council staff, to ensure staff were working within current best practice. Council improved business processes and reporting while simultaneously enhancing the employee and customer experience through TechnologyOne's easy-to-navigate cloud-based OneCouncil solution.

Bass Coast Shire Council is now a 24/7 service. Residents can engage with council on any issue that is important to them, whether it's planning, the environment, a community group, or making a rate or animal registration payment, in a way that works for their individual needs.

"We're incredibly honoured to have been awarded the Local Digital Initiative of the Year at the @Gov Media Awards 2023. We're very proud of the visionary partnerships created with TechOne and Bass Coast Council. The GovMedia Awards are awarded throughout Asia so this was a tremendous effort for our region to win this Award." said Greg Box, Acting CEO, Bass Coast Shire Council.

Digital transformation success

Mr Box said, "The system really responds to our customer's expectations, which is that we are a 24/7 service, not nine to five in the office. OneCouncil allows customers to put through a request anywhere, anytime, and allows us to then take that request and connect it with so many other processes and requests throughout council."

"We're able to support flexible and remote working, people can work anywhere at any time, which better suits their needs. It allows our employees to focus on doing more value-add work for our customers." said Greg.

With the objective of replacing legacy, disparate systems, the Bass Coast Shire Council team embarked on a digital transformation project to create a single source of truth and simplify customer engagement. Prior to the transformation project, residents had to conduct business with council over the phone or in person which proved inconvenient and led to a growing demand to engage with council anywhere, anytime, and on any device.

Streamlined council operations

Council employees were also using inefficient manual paper-based processes that required work crew team members to drive across the municipality to complete work, costing council time and money. There have been significant benefits since the implementation of OneCouncil.

Now that council is connected to residents through a customer portal there is complete visibility of resident requests, from the time a request is entered through to a crew member in the field completing the work, all using one seamless end to end process. For more information please visit Bass Coast Shire Council website or contact council's Business Support Team on 1300 BCOAST (226 278) or (03) 5671 2211 or email

Pictures from Bass Coast Shire Council Facebook page.


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