Case Study: Moonee Valley City Council achieves 24/7 resident support and improved engagement with Engati

How Moonee Valley City Council supports citizens

Moonee Valley City Council, the local government authority in the north‑western suburbs of Melbourne, faced a surge of citizen enquiries during the COVID‑19 pandemic—questions about halted events, health guidance, permits, election information and payments. To manage this volume and keep residents informed, Moonee Valley City Council deployed a website chatbot built with Engati.

Engati implemented the website chatbot to provide instant answers on COVID advice, event status, permit and payment processes, and election information, reducing demand on council staff and improving access to information for residents. The case study does not provide specific performance metrics for Moonee Valley City Council, but notes that Engati’s automation solutions are designed to speed response times and allow staff to focus on more complex work.

Moonee Valley City Council