CUSTOMER EXPERIENCE 2025 AWARD
ABOUT THIS AWARD
The Customer Experience Award recognises customer service improvements that enhance overall customer experience through innovative strategies, exceptional service delivery, and a commitment to customer satisfaction.
It acknowledges councils that have demonstrated measurable improvements in customer experiences by integrating customer-centric practices into their core operations and a degree of innovation.
The purpose of this award is to:
• Recognise the contribution of individuals and teams to improving customer experiences
• Promote innovation and leadership in the provision of customer experiences
• Encourage end-to-end thinking of service design and delivery from the customer lens
CUSTOMER EXPERIENCE AWARD
Greater Dandenong City Council EventConnect
Greater Dandenong City Council’s Festivals and Events Team identified a critical barrier in the event permit application process - lengthy, complex procedures that discouraged community participation. In response, the team launched EventConnect, a strategic initiative to co-design a streamlined, customer-centric process that fosters positive experiences and encourages free community events. By integrating customer feedback and strengthening internal and external partnerships, EventConnect has enhanced community outcomes, supported economic growth, and reinforced Council’s reputation as a responsive and inclusive organisation.
EventConnect was developed through a multi-faceted engagement strategy that embedded customer insights into every stage of the process. Feedback was gathered via post-event surveys, debriefs, in-person forums, and regular meetings with internal departments and event organisers. These insights informed a comprehensive redesign of the permit process, ensuring it was accessible, efficient, and aligned with community needs. Tailored training sessions and a dedicated Event Organisers Network further supported knowledge sharing and built stronger relationships between Council and the community.
A key innovation of EventConnect is its focus on accessibility for culturally and linguistically diverse communities, particularly those with limited event planning experience. The team developed inclusive communication strategies and training to support these groups, while also leveraging digital tools like Basecamp, Microsoft Teams, SurveyMonkey, and Campaign Monitor to streamline collaboration and engagement. These technologies enabled real-time updates, transparent workflows, and efficient coordination across 13 internal departments, significantly improving the customer experience.
The initiative continues to evolve through a culture of continuous improvement. Council is currently reviewing key documents and forms in collaboration with internal teams, while a “no wrong door” policy ensures seamless support for all applicants. By prioritising customer needs, fostering collaboration, and embracing innovation, EventConnect has transformed event permitting in Greater Dandenong - making it easier, faster, and more inclusive for all stakeholders.
Bayside City Council BayBot
Bayside City Council launched BayBot in April 2024, becoming what they believe to be the first known government in Australia to implement a publicfacing Generative AI chatbot. With 82 per cent of customer interactions occurring via the website, but satisfaction scores lagging due to poor navigation, BayBot was developed to transform the digital experience. The previous chatbot scored just 1.7/5, prompting customers to use resource-intensive contact forms. BayBot was engineered through extensive testing, ethical safeguards, and real-life customer simulations to ensure accuracy, safety, and alignment with business rules. The result is a virtual assistant that improves access to information, reduces staff workload, and enhances satisfaction across the community.
The project was a bold step into uncharted territory, requiring Bayside to absorb all risk and lead the way in ethical AI deployment. BayBot’s development included rigorous testing to eliminate inappropriate responses and ensure it directed users to CRMintegrated forms. The chatbot now operates with minimal oversight, freeing up staff time and offering valuable insights into user behaviour. Technologies like Basecamp, SurveyMonkey, and Microsoft Teams supported collaboration and feedback throughout the process. BayBot is now a cornerstone of Bayside’s digital service delivery, demonstrating how Generative AI can be safely and effectively used to improve customer experience and set a new benchmark for local government innovation.
CUSTOMER EXPERIENCE AWARD
Stonnington City Council Digital Planning Improvement
To address low satisfaction with its online Statutory Planning experience, the City of Stonnington adopted a human-centred design approach to deliver a more intuitive, self-service digital platform. Guided by insights from customer surveys and UX discovery sessions, the project introduced an interactive 3D House Tool and GIS map, enabling residents to access tailored planning information for their properties. These tools were co-designed with the community and rigorously tested to ensure they met user needs. The result was a dramatic improvement in satisfaction - from 73 per cent dissatisfaction with navigation to over 90 per cent satisfaction post-launch - alongside a 25 per cent increase in webpage views and a reduction of 70 phone enquiries per week.
The project’s success was driven by a collaborative, agile approach that brought together diverse skillsets and embedded customer feedback at every stage. Using the Double Diamond framework, the team worked closely with residents, permit applicants, and objectors to identify pain points and test solutions. The initiative not only improved the customer experience but also delivered internal efficiencies, freeing up planning staff to focus on application processing. With 100 per cent positive feedback on key pages and strong uptake of the new tools, Stonnington’s model offers a transferable blueprint for other councils seeking to enhance digital service delivery through inclusive, evidence-based design.
