Brimbank City Council adopts customer-centric approach in driving Digital Transformation
December 11 2016 - 5:00PM
Business Wire
The Council successfully completes phase one of
its project to implement Pitney Bowes’ ‘Single Customer View
Solution’ to transform customer experience
One of Australia’s largest metropolitan councils, Brimbank City
Council in Victoria, has become the first council in Australia to
implement Pitney Bowes Spectrum Single Customer View solution to
better connect with the community, offering enhanced services to
improve efficiency, reduce waste and gain insights to offer a
higher level of service to citizens.
Putting the community first was the council’s top priority,
which required a shift in business model from property-centric to
customer-centric. In the digitization process, the biggest
challenge faced by the Council was multiple siloed corporate
systems that resulted in disparate data, and created inefficiencies
across the organisation. Due to data inaccuracies, the Council did
not have a concise holistic view of the customer and the kind of
services consumed by the customers. The council was challenged to
meet increased community expectations whilst reducing
inefficiencies.
In order to better connect and create efficient customer
delivery models, the Council deployed a new transaction-based and
mobile-responsive web site, a payment gateway and master data
management solution (powered by Spectrum). In phase one, the
Spectrum solution has integrated three of Council’s main corporate
systems, providing data cleansing, data quality and analytics.
Phase two would include another six corporate systems to create a
single customer view.
‘Community first’ initiatives, such as online payments for
paying rates, infringements and planning as well as the newly
designed website offering services such as waste collection, senior
and child care, parks, pets and disaster response were implemented
to provide customers with 24x7 access.
“Digital transformation for the Council meant driving cultural
change internally and digital change externally, and both were
significantly important in a mission to drive a community-first
work culture right across the organisation. The Spectrum solution
has allowed us to be more responsive to customer needs, and greater
customer satisfaction is already evident’, said, Helen Morrissey,
Brimbank City Council Director of Corporate and Community
Relations. “Additionally, Brimbank City Council is now able to
respond to government compliance mandates with trusted,
high-quality data validated by the Spectrum Single Customer View
solution.”
Nigel Lester, Managing Director, Pitney Bowes, Software
Solutions-ANZ, said, “Many organizations still lack the ability to
enhance their customer understanding beyond what they see inside
their CRM system or E-commerce interactions. With the Pitney Bowes
offering, the Council can link these fragmented pockets of
knowledge about the customer across systems of records, insights
and interactions to deliver richer context. An agile approach
allows new context to be added quickly to existing customer
profiles to uncover timely and actionable insights. We’re honoured
to be selected as a trusted partner to help Council in its mission
to lead digitisation initiatives with accuracy and precision.”
Through the completion of phase one of the project—the
integration of three of the Council’s main corporate systems,
providing data cleansing, data quality and analytics—the Council
has experienced the benefits of a customer-centric evolution based
on a single view of the customer that helps the Council identify,
locate and communicate with each citizen in a better way. Phase two
of the project, expected to be delivered by April 2017 will involve
the integration of a further six corporate systems to assist the
Council to deliver precision and accuracy, and further enhance its
understanding of citizens.
About Pitney Bowes
Pitney Bowes (NYSE:PBI) is a global technology company powering
billions of transactions – physical and digital – in the connected
and borderless world of commerce. Clients around the world,
including 90 percent of the Fortune 500, rely on products,
solutions and services from Pitney Bowes in the areas of customer
information management, location intelligence, customer engagement,
shipping, mailing, and global ecommerce. And with the innovative
Pitney Bowes Commerce Cloud, clients can access the broad range of
Pitney Bowes solutions, analytics, and APIs to drive commerce. For
additional information visit Pitney Bowes, the Craftsmen of
Commerce, at www.pitneybowes.com.
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