Parramatta is the geographical centre of Sydney, 24km from the Sydney CBD and the only Sydney centre with a true 360 degree catchment. The city has a population of 175,000 people and is already the 6th largest CBD in the country.
Parramatta City Council plays a major role in revitalising the area for residents, businesses and visitors, providing services to improve the quality of life for its residents and to make Parramatta a great place to live, work, play and invest.
The Council wanted a contemporary and up-to-date website providing timely, accurate and responsive information to a broad range of user groups including residents, ratepayers, businesses, visitors and media. The site needed to be well structured and logically organised in response to site visitor needs rather than the hierarchy of the organisation. The Council wanted a user-validated solution over a short timeframe and with a limited budget.
The challenge was to meet the task and informational needs of the user groups whilst addressing the Council business goals of:
- Decreasing phone calls to customer service regarding unclear or unavailable information on the website.
- Increase the number of service requests submitted over the website.
- Increase online transactional usage.