Sector
Local Government
Size
100,000 – 150,000 residents
Forms Managed
200+ public-facing forms
Key Challenge
Scattered forms, high support volume, offline field work
Implementation
2-3 weeks typical
/ Illustrative scenario /
Typical implementation for a regional council consolidating 200+ public forms, reducing support bottlenecks, and enabling offline field inspections.
Results based on industry benchmarks and typical implementations for organizations of this size and complexity. Actual outcomes vary by organization, adoption rates, and existing processes.
Potential Annual Savings
Councils can expect savings between $75K to $150K per annum.
Support Queries
Expect 40-60% reduction in support queries for your teams.
Forms Self Service
Between 90% to 95% of users will find the right forms by themselves.
Regional councils of this size typically manage 200+ public-facing forms scattered across their website. Residents struggle to find the right permit or license application, leading to high call volumes and staff frustration. Field inspection teams working on building assessments often have no connectivity in basements and construction sites.
Organizations in this scenario typically implement Gateway with three core capabilities:
01 . Forms Portal for centralised access
The Forms Portal consolidates all forms by category:
02 . Form Finder for guided navigation
The Form Finder provides guided paths
03. Offline Access for field inspectors
Forms can be completed entirely offline and sync automatically when connectivity returns.
Planning & Discovery Form inventory, stakeholder interviews, category structure planning, branding requirements, field team consultation.
Configuration & Setup Portal configuration, form categorization, Form Finder paths, offline form selection, branding application, UAT with staff.
Training & Launch Staff training sessions, field team PWA deployment, soft launch with monitoring, full public launch, resident communications.
Organizations implementing this scenario typically see improvements within the first 30 days. Support call volume commonly drops 40-60% as most “which form” questions are eliminated. Field inspections often become 30-50% faster as inspectors can work offline and submit immediately upon connectivity return.
Annual savings typically range from $75,000-$150,000 from reduced
support hours and eliminated manual data entry. Staff satisfaction generally improves as teams can focus on complex inquiries rather than basic navigation questions.
Resident satisfaction scores often increase 15-25 percentage points for digital services experience. Organizations gain visibility into form usage patterns, enabling data-driven process optimization.
Organizations implementing this scenario typically see improvements within the first 30 days. Support call volume commonly drops 40-60% as most “which form” questions are eliminated. Field inspections often become 30-50% faster as inspectors can work offline and submit immediately upon connectivity return.
Annual savings typically range from $75,000-$150,000 from reduced
support hours and eliminated manual data entry. Staff satisfaction generally improves as teams can focus on complex inquiries rather than basic navigation questions.
Resident satisfaction scores often increase 15-25 percentage points for digital services experience. Organizations gain visibility into form usage patterns, enabling data-driven process optimization.
Every council is different. Book a consultation to discuss how this scenario could be tailored to your specific requirements.
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