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Streamlined Access to Community Services, Moreton Bay


Moreton Bay Regional Council

Moreton Bay Region, Queensland

Project stage



Start date: 07 February 2018
End date: 01 April 2019

Project value

Australian Government funding:


  • Max Kelsen Pty Ltd

Focus area

  • Facility and services management (buildings, energy, waste, utilities)
  • Public administration and customer service

Project type

  • Community engagement
  • Smart governance

Technology type

  • Data Management (Data platform, open data, data privacy and security, blockchains, standards)
  • Smartphone applications
  • Cloud computing

Project summary

The project aims to improve the responsiveness and availability of customer service channels.

Council currently provides a smartphone app which allows the public to submit customer requests (eg. graffiti, potholes). This approach is limited in its functionality and requires a Customer Service officer to manually process and assign each request.

Council’s primary customer service channel is phone based and confined to business hours.  An improved digital facility available from any device, using machine learning techniques, will enable service requests to go directly from a customer to the relevant team without manual intervention 24x7.

The challenge

It has been calculated that receiving phone calls and emails by our Customer Service team is costly for council and does not provide the level of service expected by our customers.

Added to that, with the constant population increase, Council has traditionally needed to respond by hiring more staff.

We think a digital approach could improve services whilst reducing costs and the need for extra staff.


Whilst Council has had a request app for some years, the Smart Cities and Suburbs Program has opened the opportunity to apply modern approaches such as Machine Learning to speed up the process, and promote the app as an alternative to contacting the call centre or sending emails.

This project aims to to move phone calls and email over to the app, whilst also automatically categorising the requests and allocating them to appropriate teams thereby removing the customer service step from the process


The community will be able to submit a request 24x7 rather than being constrained to business hours. Using Machine Learning technology, each request will be automatically categorised to the appropriate team.

As the population increases, and the use of the app increases due to promotional activities, the app will scale seamlessly.