Digital Casey

Digital Casey is about adopting new ways of thinking, operating and governing our business at Council.

At Digital Casey, we aspire to digitally transform existing Council services to best meet the needs of our customers. However, instead of simply bringing existing services online, we are redesigning and re-imagining Council's processes, with a clear focus on the users' total experience.

The Digital Transformation Office (DTO) has released a Digital Service Standard as the benchmark for designing Australian Government digital services. We've aligned our approach to the criteria in the DTO standard and are currently transforming services by following the service design and delivery process.

Discovery Alpha Beta Live 0 205

Transforming Services

Last Updated: 02/02/2017

Live

Disabled Parking Permit

Previously, to apply for a disabled parking permit, applicants had to obtain a print application form, visit their doctor to have their form filled in, then visit Council to submit their application. Only upon submission would they find out if they were eligible, or what kind of permit they would receive.

Digital Casey's online application process allows doctors to apply online on behalf of their patients. Applicants will find out immediately if they're eligible, and what permit they will receive. Council will then post the permit to the applicant. People with accessibility needs will now only need to make one trip to their doctor to receive their disabled parking permit. 

User
Satisfaction
92.50%
Completion
Rate
45.19%
Digital
Take-up
10.76%
Cost Per
Transaction
No Data

  User Satisfaction Completion Rate Digital Take-up Cost Per Transaction
09/2016 89% 28% 8.54% -
10/2016 76.92% 37.29% 10.28% -
11/2016 70.58% 18.75% 5.38% -
12/2016 78.26% 33.94% 7.58% -
01/2017 92.50% 45.19% 10.76% -

Live

Asset Protection Permit

The City of Casey recently introduced an asset protection permit to help secure Council assets from damage that may occur as a result of building works (Asset Protection Permit Local Law 2016).

To make applying for the permit more efficient, Digital Casey launched an online application process. Builders can upload photographs online, pay their application fee and security bond via a secure online portal, and receive their permit via email. By integrating with Council's back-end systems, manual processing times are reduced and permits are processed and approved much faster.

User
Satisfaction
93.42%
Completion
Rate
36.18%
Digital
Take-up
79.79%
Cost Per
Transaction
No Data

  User Satisfaction Completion Rate Digital Take-up Cost Per Transaction
09/2016 89.74% 55.36% 75.54% -
10/2016 80.37% 59.67% 84.65% -
11/2016 94.74% 47.63% 81.21% -
12/2016 95.40% 39.74% 81.05% -
01/2017 93.42% 33.63% 79.79% -

Live

Pet Registration

Council's pet registration process requires residents to fill out a paper application form with a large volume of information. The registration fees have to be paid via cheque, or in-person at a Customer Service Centre. This can be a source of frustration for many Casey residents.

Digital Casey is in the process of transforming this application process. By conducting interviews with internal and external stakeholders, the team seeks to deliver a more user-friendly and convenient application process for residents looking to register their pets. 

User
Satisfaction
95.90%
Completion
Rate
42.45%
Digital
Take-up
43.77%
Cost Per
Transaction
No Data

  User Satisfaction Completion Rate Digital Take-up Cost Per Transaction
10/2016 97.37% 27.70% 22.61% -
11/2016 99.09% 44.36% 38.62% -
12/2016 94.56% 33.25% 40.23% -
01/2017 95.90% 42.45% 43.77% -

Live

Hard Rubbish Collection

Council residents can pre-book up to two hard rubbish collections per household each calendar year.

Digital Casey is in the process of transforming this application process.

User
Satisfaction
96.03%
Completion
Rate
57.50%
Digital
Take-up
44.84%
Cost Per
Transaction
No Data

  User Satisfaction Completion Rate Digital Take-up Cost Per Transaction
12/2016 95.23% 43.41% 34.07% -
01/2017 96.03% 57.50% 43.87% -