Digitising the way customers report issues and requests maintenance

In September 2025, City of Stonnington implemented a new customer portal called OneCouncil in order to provide accessible and digital request solutions for members of the community. It was important to design effective and user friendly customer journeys to the portal that highlights what customers and can’t do within the portal, enabling self-service.

Problem:

The current state of website/service requests:

  • Only some requests have an online options, with forms not capturing the right information

  • Online forms on current system can be difficult to navigate, often lacking clear instructions.

  • Users frequently feel uncertain about the next steps when reporting an issue Council

  • Certain issues cannot be reported online, prompting users to make phone calls.

  • There was need a need for more straightforward online tool that allowed users to report instantly and at any time of the day

Results

Card sorting was employed as an effective method to organise over 100 requests into the appropriate issue categories. This technique involved several key steps to ensure clarity and accuracy in the categorization process.

Over 42 participants took part of the test to organise which requests they believe fit into the best categories.

Design solution:

The results of the card sorting process resulted in the re-organisation of content into user friendly accessible page names. Finding gaps in information where cross linking is needed, especially where multiple categories would apply.

Research & Preparation:

Card sorting was employed as an effective method to organise over 100 requests into the appropriate issue categories. This technique involved several key steps to ensure clarity and accuracy in the categorization process.

Over 42 participants took part of the test to organise which requests they believe fit into the best categories.

Technical limitations and solutions

I worked closely with the software engineer to explore the best methods for enabling an autosave feature for the form. Through collaborative discussions and testing, we identified the optimal approach to ensure that information entered by drivers would be saved automatically without requiring manual input. This resulted in a final digital solution that allows drivers to complete the form seamlessly, ensuring their progress is preserved and enabling them to continue with their day without interruption and returning to the form to submit it at the end of the drive.

Impact of work

  • Faster issue reporting: Customers can submit issues immediately without waiting on hold.

  • Clear guidance: 11 new pages explain what can and can’t be reported, reducing confusion and frustration.

  • Self-service empowerment: Customers can confidently report issues at any time without needing to speak to someone.

  • Streamlined forms: Tailored forms for each issue type ensure users provide the right information upfront, reducing back-and-forth.

  • Direct routing: Requests go straight to the responsible team, speeding up resolution times and improving customer outcomes

  • Status transparency: (If included) Users may receive updates or reference numbers, giving them assurance their issue is being addressed.

  • Accessibility: Reporting is available online 24/7, not limited to business hours.

  •  Consistency: All reports follow a standard format, improving internal processing and customer experience.