Location Intelligence

Efficiency and community engagement drive online mapping for Burwood Council

With a goal to increase community engagement and improve the service to its community, the Council wanted a public mapping solution to convey information to its community in an easily accessible and intuitive manner.

Client profile

A local government area in the inner-west of Sydney, in the state of New South Wales, Australia.


Responsible for the provision of all local government services and public works for its residents.


Committed to maximising the area’s growth and to ensuring that Burwood remains a vibrant place to live, work and visit.

Business goals

Increase community engagement and improve the service to its community.


Implement a self-service portal for residents to access Council information at anytime, anywhere, and reduce the amount of calls to the customer service centre.
 

Increase efficiency of Council staff who rely on location based information for day to day projects.

Benefits

Access to information in a quick and easy manner.


Integration of GIS with other internal systems, eliminating the need to look up information in different systems.


Providing information to the community on a self-service website greatly reduces the number of calls to the call centre as well as front counter customer service requests.

Technology used

MapInfo® Pro

Powerful GIS mapping for everyone.

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Spectrum Spatial Analyst – Web Mapping Software

Spectrum Spatial Analyst from Pitney Bowes is an advanced, out of the box web mapping and GIS application that provides easy access to crucial spatial data via a browser or mobile device.

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Local Government Enterprise Program

The all new Local Government Enterprise Program gives Councils affordable access to an integrated Location Intelligence suite.

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Overview

Today, government bodies around the world are reliant upon interactive technology to operate efficiently, to improve the services they provide and to meet the growing expectations of their residents.

Burwood Council, like all local councils, oversees the many facets of local government for approximately 38,000 mobile residents who require easy-to-use online services to gather a wide range of information. A longstanding client, the council turned to Pitney Bowes to help build public maps and a self-service website — and ultimately, generate more engagement among the community.

Business Challenge

“It’s a necessity for any council to know where all the assets and facilities are and to easily and effectively organise staff and projects. Pitney Bowes really listens to customers and creates these new tools and processes to make it easier for what we do day-to-day”. Brad Herring
IT Manager
Burwood Council

With a goal to increase community engagement and improve the service to its community, the Council wanted a public mapping solution to convey information to its community in an easily accessible and intuitive manner.

“We wanted to improve customer service but also increase efficiency of Council staff who rely on location based information for day to day projects” says Brad Herring, IT Manager, at Burwood Council.

“We wanted to provide a self-service portal for residents to access Council information at anytime, anywhere, and reduce the amount of calls to the customer service centre”.

Solution

A Pitney Bowes customer for more than 10 years, the council chose to enter into the Pitney Bowes Local Government Enterprise Program (LGEP). The program provides councils with an integrated Location Intelligence suite that includes desktop, web, cloud, mobile, data, asset management, data quality and more. The LGEP is scalable and flexible and can be easily adapted to meet the ever-changing needs of Local Government.

The council worked alongside Pitney Bowes to add easy-to-use, interactive maps to their existing council website in a short amount of time. Spectrum Spatial Analyst enables the council’s power users to share the wealth of spatial data they create using MapInfo Pro desktop software with both internal and external users via an intuitive web interface. By providing this information online, the council was able to improve its responsiveness to residents and increase staff efficiency by having easy access to corporate information.

Residents and visitors can access a wealth of information on the council’s web site including locations of bicycle paths, parks with dog off-leash areas, parking areas, and swimming pools. Residents can get information specific to their property such as when their waste collection day is, where is the nearest school, hospital, child care centre or library, and the location of footpath and road works in their area.

Benefits

“Spectrum Spatial Analyst provides our community with easy access to Council information 24x7 which not only improves their satisfaction and engagement with Council but also reduces the burden on our customer service staff.” Brad Herring
IT Manager
Burwood Council

“The main benefit for internal users is access to information in a quick and easy manner. We can integrate the GIS with other internal systems, eliminating the need to look up information in different systems. This is essential to local governments in general” explains Herring.

For their constituents, the key benefit is being able to access information about council services and facilities for a particular location or address, so they can see information that is relevant to them. This information can be accessed at any time of day and can also be accessed from mobile devices so that residents and visitors can look up information while on the go.

Providing information to the community on a self-service website greatly reduces the number of calls to the call centre as well as front counter customer service requests. Council staff demonstrate and promote the system at the front counter so the next time visitors can self-service at home instead of coming into the centre.

“Our customer services manager was very happy when the new system was introduced”, says Herring. “The real benefit of Spectrum Spatial Analyst is providing the community with a self-service website, so they can find what they need without coming in or calling”.

“We have a lot of spatial data and projects that we need to manage. The Pitney Bowes solution enables us to plan for the future and to adapt to council’s changing needs. Pitney Bowes really understands Local Government and builds solutions that are tailored to our needs”, states Herring.

More About

Burwood Council