Council Online Services Survey

Outcomes

Thank you to those who participated in our Online Services Survey and shared feedback about their experiences.

We received 299 responses to the survey with valuable feedback provided for our consideration. There was a generally high level of satisfaction recorded for our online services, particularly for the Rates portal, my.teatreegully portal (report or request a service) and the online payment service.

Key highlights from the survey findings include:

• Just under a half stated they had used the Rates portal (my.teatreegully) with 81% saying they were satisfied or very satisfied overall. It was frequently mentioned that the portal was easy to use, that support was provided by staff when needed, and it was easy to make a payment. Requests for other payment types such as PayPal, as well as availability of more services on the portal were often mentioned
• Other services such as online forms or request a service (my.teatreegully portal) were reported as being generally easy to use. Where there was dissatisfaction with this online service, it was typically related to reported delays in response or what was felt as unsatisfactory service or outcomes
• Feedback received in relation to Eventbrite indicated high satisfaction with this service with most commenting on its ease of use. Individual comments were provided around aspects which were found to be confusing or unclear with a particular booking
• There was some interest in using an online chat function (47% stating likely or very likely) as well as interest in receiving automated SMS reminders about Council services or events and programs (58% at least somewhat interested)
• While there was positive uptake of online services offered by Council and online provision of information, there was still a proportion of respondents who indicated a preference for other methods of service provision (ie phone or face to face) or at least making sure alternatives are still available as options

What we’ll do now

In response to the feedback received we are currently looking at a number of different areas for improvement including:

• Availability of other payment options
• Provision of updates on service requests (my.teatreegully portal)
• Researching options for a live chat service on our website
• Making information and online forms easier to find on our website
• Making the Rates portal easier to use
• Making Council venue hire easier through SpacetoCo

Keep an eye on our website and Facebook page for major updates as we continue this online services project.

Background

We are inviting our community to provide feedback about their recent use of Council's online services.

We are currently working on a project to deliver improved value to our community and enhance the experience of accessing and using online services on our website. These types of online services are referred to as a ‘Digital Economy’.

Particular online services we're interested in getting feedback on at this time include:

• making an enquiry, request or providing feedback to Council via an online form submission on our website
• logging a service request to Council using Report or request a service on the my.teatregully portal
• managing and paying rates through the Rates portal
• making a payment through Council's online payment service (either rates, an expiation or invoice)
• hiring a Council venue or space (building, room or park etc) through SpacetoCo
• booking to attend an event or program at the Library, a Community Centre or Gallery 1855 through Eventbrite

Let us know about your experiences by participating in our short survey - tell us what works well and what could be improved.

If you'd like to provide feedback about more than one service you can repeat the survey for different online services.

We’re also keen to know if there are other Council services you’d like to be able to do online, as well as which services you think we should still provide face to face and/or phone options for.

Start survey here (survey closed)

Your feedback will help us with future planning and continuous improvement of Council’s services and operations and will be shared with Council staff working on the Digital Economy project.

If you need assistance to participate and provide your views or have any questions, please call us on 8397 7444 or send us a message