Case Study: Goulburn Mulwaree Council achieves top sector customer satisfaction and reduces training from 2 weeks to 2 days with livepro

Goulburn Mulwaree Council achieves highest customer satisfaction rating in the council sector

Goulburn Mulwaree Council faced a surge of new customer service staff and relied on disparate notes and an incomplete website, making consistent, up‑to‑date information hard to access and stretching new‑hire training to two weeks. To maintain its “easy to do business with” standard, the Council chose livepro’s knowledge management solution to centralize processes and deliver reliable guidance to frontline staff.

livepro implemented 319 templates (used about 1,200 times per month), cutting onboarding from two weeks to two days, enabling temporary staff to cover shifts, and boosting morale across the organisation. As a result, customer satisfaction reached 98% rated excellent or good and the Council topped the CSBA local government sector with an 84% score (up 71% year‑on‑year); livepro’s system also improved consistency, handling times and first‑call outcomes.

Goulburn Mulwaree Council

Toni Shawyer

Goulburn Mulwaree Council