Case Study: Melton City Council achieves 60% reduction in enquiries and $9.5M in online transactions with Civica's Authority Community Portal

Melton’s customer-centric approach to Council services improves customer request time and reduces Council costs with business workflow improvement

Melton City Council, a fast‑growing municipality on Melbourne’s western fringe whose population doubled in the past 10 years, faced rapidly increasing demand—by 2024 expecting 270,000 enquiries annually and 92,000 rates notices to process. To improve customer experience and operational efficiency, the Council turned to Civica and adopted Civica’s Authority Community Portal as the central element of a wider business transformation program.

Civica implemented the Authority Community Portal with back‑end workflows and a collaborative delivery approach, driving self‑service and process digitisation since rollout in October 2019. The result: a 60% reduction in average monthly enquiries to the CSU, over 10,000 requests lodged through the portal, $9,500,000 transacted via e‑service since Oct 1 2019, 280 manual administrative steps removed, 3,047 hours saved (valued at $429,000 as of Dec 2020), and 64% of portal-built forms submitted end‑to‑end—delivering measurable cost, time and customer‑service improvements with Civica.

Melton City Council

Pamela Warwick

Business Transformation Manager