Case Study: Brimbank City Council achieves customer-centric services and operational efficiency with Precisely’s Spectrum Single Customer View

Brimbank City Council Evolves to Become More Customer-Centric with Help From Precisely

Brimbank City Council, one of the largest metropolitan councils west of Melbourne, faced outdated, costly systems, siloed and low-quality data, and a need to shift from a property-centric to a customer-centric operating model while consolidating operations. To drive a community-first digital transformation and meet rising citizen expectations, the council engaged Precisely and selected the Spectrum Single Customer View solution to unify data and support better service delivery.

Precisely profiled Brimbank’s data, defined business rules and implemented Spectrum Single Customer View, integrating three of nine core systems in phase one to deliver data cleansing, address validation and analytics. The platform now supports a single-login website with online payments and self-service, enabling faster problem resolution with fewer resources, reduced waste (including postage), improved responsiveness and measurable gains in customer satisfaction, with further benefits expected as Precisely completes phase two.

Brimbank City Council

Helen Morrissey

Director of Corporate and Community Relations