Case Study: City of Tea Tree Gully achieves faster service and fewer calls with Granicus OpenForms

City of Tea Tree Gully Shifts to a Digital-First Approach

The City of Tea Tree Gully in Adelaide, Australia wanted to improve resident service by moving key government forms and requests online, but its initial goal was simply to digitize PDFs and make services easier to access. Working with Granicus and its OpenForms product, the city needed a solution that could handle complex local government processes and connect with legacy systems.

Granicus implemented OpenForms to digitize forms and integrate them with the council’s existing customer request, records management, and address systems. The results were significant: more than 170 forms were digitized, over 12,000 submissions were processed online, call volume fell by 31% in the first year, and staff saved more than 60 hours per month in in-person interactions, while up to 90% of key services shifted online.

City of Tea Tree Gully

Chris Campbell

Digital Services Officer