Georges River Council has expanded its online services platform, allowing residents to complete a wider range of council interactions digitally following a successful pilot program that began in mid-2024.

The expansion adds 15 new services to the council’s digital portal, including development application tracking, waste service modifications, and facility bookings. Residents can now complete approximately 80% of common council interactions without visiting a service centre or calling.

“Our residents expect the same digital convenience from council that they get from banks and retailers,” said Georges River Mayor Nick Katris. “This expansion delivers that while maintaining service quality.”

New Digital Services

The expanded platform includes:

DA tracking with real-time status updates and document access

Waste service changes including bin repairs, additional bins, and collection schedule queries

Facility bookings for community halls, parks, and sporting grounds

Pet registration renewals and updates

Pool inspection bookings for compliance certificates

Parking permit applications and renewals

Tree removal application submissions

Usage Statistics

Since launching the pilot in July 2024, the platform has processed over 45,000 transactions. Customer satisfaction surveys show 87% of users rating the experience as good or excellent.

“The numbers speak for themselves,” said council’s digital services manager Jennifer Walsh. “People want to do business with us at times that suit them, not just during office hours.”

The most popular services have been rate payments, waste-related requests, and pet registration renewals. The expansion responds to resident requests for additional online options.

Accessibility Focus

Council has prioritised accessibility in the platform design. Features include screen reader compatibility, adjustable text sizes, and simple navigation suited to users with varying digital literacy.

“Not everyone is tech-savvy,” Walsh acknowledged. “We’ve worked hard to make the platform usable for seniors and others who might find technology challenging. Plain language, clear buttons, no unnecessary complexity.”

The council also maintains phone and in-person services for residents who prefer traditional channels.

Cost and Efficiency

The digital platform cost approximately $1.2 million to develop and implement, funded partly through a state government grant. Council expects the investment to pay for itself within four years through reduced processing costs and staff reallocation to higher-value work.

“Every online transaction that doesn’t require a phone call or counter visit saves money,” explained Walsh. “Those savings let us invest in services that genuinely need human attention.”

Staff previously handling routine transactions are being retrained to support complex enquiries and community engagement activities.

Privacy and Security

The platform uses bank-level security for transactions and complies with all relevant privacy legislation. Resident data is stored in Australian data centres and is not shared with third parties.

“Trust is essential,” said Katris. “Residents need to know their information is safe. We’ve invested heavily in security to ensure that confidence is justified.”

Future Development

Council plans further enhancements throughout 2025, including a mobile app, integration with NSW government services, and AI-powered chat support for common enquiries.

“This is a journey, not a destination,” Walsh noted. “Technology keeps improving, and resident expectations keep rising. We need to continuously evolve to meet those expectations.”

Residents can access the platform through the Georges River Council website.