Case Study: Brimbank City Council achieves customer-centric, efficient services with Pitney Bowes' Spectrum Single Customer View

Brimbank City Council evolves to become more customer-centric with help from Pitney Bowes

Brimbank City Council, one of Australia’s largest metropolitan councils, faced outdated, expensive and siloed systems that prevented a shift from a property‑centric to a customer‑centric model as it consolidated into a new building. To meet rising community expectations and enable online self‑service, the council partnered with Pitney Bowes and selected its Spectrum® Single Customer View solution to break down data silos, improve address quality and modernize citizen engagement.

Pitney Bowes implemented Spectrum Single Customer View, profiling data, defining business rules and completing phase one by integrating three of Brimbank’s main corporate systems (from an environment of nine systems and 50+ applications), delivering data cleansing, validation and analytics. The work enabled a single‑login self‑service website, address validation that reduced waste (including postage), faster issue resolution, improved responsiveness and evident increases in customer satisfaction, with Pitney Bowes continuing to support phase two to bring six more systems into the single customer view.

Brimbank City Council

Helen Morrissey

Director of Corporate and Community Relations