Citizen Experience
One mobile portal for service requests, request tracking and rates payments.
A mobile council portal on Microsoft Power Pages. Residents sign in once to report issues, lodge service requests, follow them to completion and pay rates, with the data kept in your council system.
How a council citizen portal works
A resident who sees a broken footpath has to find the right form, or ring the council and wait. Once the request is lodged they cannot see what happened to it, so they ring again.
Citizen Experience is a portal that works on a phone. Residents sign in once, report an issue or lodge a request, see its progress and pay rates. Requests are written to your council system, so staff work in the system they already use, and the status shown to the resident comes from that system.
Service requests
Residents report issues and lodge requests from a phone, with a location and a photo.
- Report an issue
- Location and photo
- Routed to the right team
Request tracking
Each request shows its current status, so residents do not need to ring to ask.
- Status from your council system
- Updates by email
- History in one place
Rates payments
Residents view and pay rates online through the council payment gateway.
- View rates notices
- Pay online
- Payment gateway integration
Single sign-on
One sign-in for the whole portal, linked to the resident record in your council system.
- One account
- Linked to property records
- Role-based access
What a self-service council portal changes
Fewer repeat calls
Residents see where a request is up to without phoning the customer service team.
Self-service on a phone
Residents lodge a request or pay rates when it suits them, not only in office hours.
Staff stay in one system
Requests land in your council system, so no one re-enters them.
Who uses the Citizen Experience portal
Built for:
- Customer service managers
- Council CIOs and IT managers
- Rates and finance teams
- Digital and communications teams
Runs on
- Microsoft Power Pages
- Microsoft Power Platform
- Microsoft Azure
Built to align with
- Designed for IRAP PROTECTED environments
- Australian Privacy Principles
- Essential Eight aligned
Accelerate Your Desired Outcomes
Clients choose us because we:
- Are certified Microsoft experts.
- Take a holistic approach to understand your business needs and bridge the gaps with the right tools and solutions.
- Collaborate with you and prioritise your input to ensure a client-centric approach.
- Operate with agility and speed, thanks to our small teams and 2-week sprint model.
- Start developing on day 1 to get results quickly.
- Focus on delivering outcomes, not just scope, to ensure we meet your goals.
- Offer cost-effective solutions that enable you to reach your goals faster.
- Stay flexible and open to new and better ways of doing things to continually improve your business processes.
- Are proudly Australian owned and operated.
Frequently asked questions
What can residents do in the Citizen Experience portal?
- They can report an issue, lodge a service request, follow its progress and pay rates. Everything sits behind one sign-in. Requests are written to your council system, so staff handle them as they do now.
Does it work on a phone?
- Yes. The portal is designed for a phone first, and it works on a tablet or desktop as well. Residents can attach a photo and a location when they report an issue.
Which payment and request systems does it connect to?
- It connects to TechnologyOne for property and rating, records and finance, and it takes payments through BPoint. Other council systems can be connected through their APIs. We confirm what is possible for your system in discovery.
Can we try the Citizen Experience portal?
- Yes. The demo is available on its own page with fictional council data, and we can also run a live walkthrough booked through the contact page.
Book a demo
Tell us about your council and what you want to see. We will set up a walkthrough with your team.
Choose Accelerate and experience a more efficient, faster, and cost-effective way to achieve your business goals.
Try the interactive demo