The challenge
FCRC recognised the need to transform their business processes and modernise their operations. Having been on the journey for 3-4 years, they partnered with Avec, among other partners, to implement the TechnologyOne CiAnywhere solution. The primary challenge was to transition smoothly and efficiently to the new platform while minimising disruption to Council operations and ensuring the continued delivery of critical services to the Fraser Coast Region. FCRC sought a solution that would simplify and modernise customer interactions with the Council, addressing issues related to complex workflows, outdated reporting, and limited data analysis, which had led to numerous manual processes.
The difference
The initial phase of the transition focused on implementing the TechnologyOne Request Management Module. Avec brought in solution experts with over 20 years of Local Government experience, offering extensive functional and technical knowledge. This expertise helped streamline FCRC’s decision-making and reduce project risk, contributing to a successful delivery.
The project scope included:
- Scoping and designing the solution, including re-mapping and transitioning 43 processes to the new platform.
- Simplifying customer request types and categories to enhance the user experience and streamline service delivery.
- Planning and managing testing across four cycles, with over 1,000 test cases executed by more than 40 testers.
- Developing and delivering comprehensive training materials to over 300 staff members.
- Integrating the system with Twilio, TechnologyOne ECM, and Cleanaway.
- Converting TechnologyOne CI proformas and events to TechnologyOne DocOnes and BPAaas to improve automation.
The solution
The outcome of the project has provided Fraser Coast Regional Council with a fully integrated platform that offers several key benefits:
- An improved digital experience for customers through enhanced eServices.
- Streamlined decision-making supported by real-time data analysis and easy-to-interpret executive dashboards.
- Automated workflows that enhance communication and boost process efficiency.
- Mobile accessibility, allowing Anytime, Anywhere, AnyDevice access to the Customer Request solution.
- Seamless integrations with the Council’s GIS and external systems.
This successful transition to a modern digital platform has significantly enhanced process efficiency, collaboration, and customer satisfaction.
The result
The successful implementation of the TechnologyOne Request Management Module marked a significant milestone in FCRC’s Business Transformation Program. This achievement led to process automation, improved collaboration, enhanced customer experience, and increased efficiency and productivity, along with valuable strategic insights. The success of the transition was ensured by meticulous planning and execution by the FCRC team, with strong support from Avec, stakeholder engagement, integration, and automation. The project’s success was further recognized with an award for innovation and teamwork at the recent FCRC annual Organisational Values awards.
With the capabilities of the TechnologyOne CiA Platform now being progressively implemented, FCRC is well-positioned to continue improving and innovating their services. The platform also lays the foundation for ongoing investment in Data Analytics, AI, and Mobility, enabling FCRC to deliver even better services to their customers and residents.