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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.

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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.

The City's existing ICT infrastructure and systems were unable to meet business requirements of increased automation and integration of services, as well as the capability of immediately broadcasting information to the community and customer need for mobility of services. 

The ICT Transformation Program is transforming the way the City works and our digital customer service capability. The program is also helping to progress our Digital City agenda, designed to make our lives easier and more connected, and businesses more efficient and globally competitive through the use of new technologies.

Our new information technology system

The new system, delivered by the City's implementation partner, Infor Global Solutions, supports major customer, property and revenue functions, enabling us to significantly improve our customers’ experience, as well as enhancing our digital city capability and business mobility.

The system has replaced core legacy applications used to deliver community and corporate services relating to customer management, health and regulatory services, planning and development, and rates and water services.


  • mitigating the risk of old systems failing
  • improved online services for customers, including a new online portal, My Account, with increased self-service options and notifications
  • a fully integrated system - improved data sharing and information accuracy throughout the organisation
  • streamlined digital 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 final phase of the new system, which included the roll out of the customer portal, My Account, occurred in July 2018. The City will continue to develop the system to further improve customer service and deliver on our Digital City agenda.

Related information

Jump to key information
  • Why did the City change ICT systems?

    The City had 42 legacy systems, one of which was 26 years old. These old systems could no longer be supported and had to be replaced before they failed. Implementing a single integrated system improves data sharing and accuracy of information throughout the organisation, streamlines processes and enhances our digital capability now and into the future.

  • What are the benefits of the City's new ICT system?

    The new system enables 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. The fully integrated system provides better customer service, with a wider range of self-service options and the ability to see customer account details in one location. Customers can register for My Account, a secure online portal to view rates and water accounts, make payments, lodge and track applications and service requests, perform property searches and update contact details. For more information visit My Account.

  • What is the City's objective with the new ICT system?

    The new system is the beginning of improved customer service. The City will continue to develop its digital capabilities to progress our Digital City agenda. For example, we’ll soon 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 usual consumption. Customers can choose how they deal with us through increased self-service options and notifications.


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