Discover how the implementation of SAP Service Cloud streamlined and consolidated Tauranga City Council processes and enabled faster and more informed services for citizens.
Tauranga City Council (TCC), a local government authority in the North Island of New Zealand, is providing a faster and more informed service to its citizens.
Recognising it wouldn’t be able to meet business demands using its legacy ERP system, the Council has, in partnership with DXC Technology for the last four years, undertaken a digital transformation, migrating processes iteratively into the SAP ecosystem.
DXC and the Council work as a hybrid team operating as one integrated entity. DXC knowledge is embedded into the project and the Council can call on wider DXC resources when needed.
Using SAP Service Cloud for resource consents has allowed TCC to encapsulate the entire resource consenting process into one integrated electronic workflow. The new digitised workflow has allowed TCC to reduce administration efforts and improve customer response times. Now, when a customer rings its contact centre, the agent can log in and see the status instantly. Management can extract reports from the system at any time, and legislative reporting is completed in hours rather than days.
DXC’s experience gained at other local authorities ensured the council adopted best practice processes. Having the backing of DXC, the Council can leverage their knowledge to optimise the system and ensure changes don’t impact its longer-term digitisation journey.
