ICT Transformation Program

The ICT Service Transformation Program was established to deliver a transition from the existing 'on premise' services to the new 'ICT as a service' delivery model.

National Relay Service for the hearing impaired Language translation services

ICT Transformation Program

Click to enlarge ICT transformation infographic

ICT transformation infographic

In 2014, City of Gold Coast embarked on a major transformation program for our information, communication and technology (ICT) services.

In recent times business requirements have evolved, requiring more automation and integration of services which was becoming increasingly difficult to accommodate within the City’s existing ICT infrastructure and systems.

The needs of the community has also evolved, with user requirements for mobility and immediate broad access to information difficult to provide using existing solutions.

An increase in options available for delivering ICT services also prompted the review of the City’s traditional 'build, own and operate' model, resulting in the decision to transition to an 'ICT as a service' delivery model. The City’s managed services model became operational in 2016, with Fujitsu Australia providing support, maintenance and supply of our ICT services.

The ICT Service Transformation Program will further transform the way the City's organisation works and our digital customer service capability. It will also progress our ‘Digital City’ agenda that looks at making our lives easier and more connected, and businesses more efficient and globally competitive through the use of new technologies.

Our new information technology solution

The City is implementing a new information technology solution to support major customer, property and revenue functions. This will enable us to significantly improve our customers’ experience, while enhancing our digital city capability and business mobility. The City’s implementation partner, Infor Global Solutions, is responsible for the delivery of the ICT solution. Once delivered, the new ICT solution will significantly improve our customers’ experience while enhancing our digital city capability and business mobility.

The ICT solution is replacing a number of core legacy applications currently used to deliver community and corporate services relating to customer management, health and regulatory services, planning and development, and rates and water services.

Non-financial benefits of the new ICT solution include:

  • mitigating the risk of old systems crashing (up to 26 years old).
  • vastly improved online services for customers, including a new online portal with increased self-service options and notifications
  • a fully integrated system - improving data sharing and information accuracy throughout the organisation
  • streamlined electronic processes - saving time and money
  • mobile access for City staff to complete application approvals, compliance activities and inspections on site – with minimal requirements to return to the office to complete paperwork
  • the ability for City staff to raise service requests while in the field (as issues are identified)
  • easily-tracked service requests and customer applications from one department to another.

The new ICT solution is being delivered in four stages, the first three stages were implemented in 2017. The remaining stage which will include the final roll out of a customer online eServices portal is due for July 2018.

Related information

Jump to key information
  • Why is the City implementing the new information technology solution?

    The new information technology solution will provide an increased ability for City staff and our customers to access information quickly, easily and accurately via electronic or online means, rather than by paper, phone or in person.

    A number of information technology systems used within the City are getting old, including our 26 year old Citipac property system and both our Grange billing systems. The new information technology solution will integrate these systems into one, benefiting customers through better service.

  • When is the City implementing the new information technology solution?

    The City is phasing implementation between 1 July 2017 and the end of 2018. Minimal public impact is forecasted until the last quarter of 2017, when some Gold Coast residents and businesses will be provided with an Authentication Key for special access to the new system. This is when most of the City’s customers will start to notice greater 24/7 accessibility and the benefits of the new system.

  • How is the City implementing the new information technology solution?

    For over three years a dedicated team has been working hard to ensure the City transitions to the new LGP as smoothly as possible, with minimal impact to Gold Coast residents, businesses, visitors and partners.

    City staff are currently being trained to use the new information technology solution and training will continue into the second quarter of 2018. More than 1200 City office staff, and field staff undertaking compliance activities for the City, are being trained to utilise the new LGP via desktop and mobile devices.

    Education and information communication activities will be deployed by the City to manage differences that Gold Coast residents or businesses, visitors or partners may experience when using the new information system, and support will be readily available for people that require assistance.

  • Who is implementing the City’s new information technology solution?

    Infor Global Solutions, the City’s implementation partner, has been engaged to deliver our new information technology solution using cloud-based technology. Infor Global Solutions has offices in 41 countries and is one of the leading solution providers to Local Government in Australia and New Zealand.

  • What is the City’s objective with the new information technology solution?

    The new information technology solution has additional capabilities that will enable us to further progress our Digital City agenda into the future. For example, very soon we’ll be able to issue real-time notifications to customers in relation to road closures, flood warnings and even warnings of excessive water use compared to normal. Customers will be able to choose how they deal with us and how we deal with them, giving more people the ability to self-service when they wish to.