DIGITAL TRANSFORMATION

The Brisbane City Council’s digital transformation was borne out of keeping expenditure down whilst trying to improving service and delivery.

Local government has more touch points in the sense that the engagement that councils have with the business community and ratepayers requires greater levels of contact and explanation of initiatives.

However, councils ultimately have observed a proverbial ‘Sword of Damocles’ dilemma in improving service delivery while maintaining budgets where rate increases are harder to justify in an economic environment where inflation is non-existent.

For the BCC, being the largest local government in Australia, it has had to evolve so that the ratepayer is the centre of the delivery, and council is equipped to manage the growth, development and delivery.

Consulting group Accenture details its whole of government ‘Business and Systems Efficiency (BaSE)’ program in a fascinating case study of how it is transforming the local council.