
City of Greater Dandenong Council: Fast tracking results for increased resident satisfaction with Okta
residents now have seamless access to Council services for greatly improved experience with local government
login interfaces reduced to just one
implementation costs versus $2 million built from scratch option
- Service access with rate payer focus
- Residents first for a better experience
- Improved efficiencies from start to finish
- Okta cutting costs and effort
- Self service determines the future
Each of the City of Greater Dandenong Council’s 50 business units operate under different systems and processes. It needed to deliver seamless access to its services while keeping project costs to a minimum.
The introduction of Okta offered a simplified and cost effective dashboard option with a ‘resident first’ design approach. Rate payers could have as many as six usernames and passwords to interact with the Council - Okta’s Single Sign On (SSO) dropped that to just one.
Okta’s design leveraged existing systems, rather than reinventing the wheel. This resulted in a one month implementation, versus a standard comprehensive portal option which takes longer.
With the implementation of Okta, the dashboard has resulted in an immediate improvement in rate payer satisfaction at lower cost. The ‘single source of truth’ pulls data from all areas of Council into the dashboard for fast, accurate access to information.
The self-service dashboard will influence how the Council introduces new, on demand services. Being able to measure how and when residents are using it, will also lead to operational efficiencies.