We’re embarking on a four-year journey to ensure we’re sustainably delivering a Clever and Creative Future for Greater Geelong. 

Guided by Our Community Plan, we’re enhancing our services to work the way our customers need them to, driven by data and feedback from our community and employees. 

Our goal is to create an inclusive, sustainable and values-led organisation that puts our community and customers first and makes it easier to access City services and information.  

What’s driving this work 

Local governments around the country are experiencing a period of immense change. Community expectations around customer service and technology, political reforms, increased focus on sustainability and wellbeing and surging regional population growth are calling on municipalities to rapidly adapt to new ways of working. This means focusing on our customers, our digital services, empowering our employees and becoming more efficient.  

What we’re doing 

Since 2019, we’ve been working on a digital modernisation and customer experience project to transform the way we support our customers. This project is seeking to improve our online systems, including our website and payment systems, so that customers can connect with us more easily on all the everyday services they need to access.  You’ll start to see some upgrades soon. 

Alongside technology improvements, we’re also investing in our processes and our people, to ensure we have the capabilities and systems needed to deliver for our community, now and into the future.  

Our employees are some of the most passionate people in our region about making Greater Geelong a thriving place to live and work. We’re working with our people to identify and remove the everyday organisational barriers they face, so that they can focus on what they care about most: our community. 

Strategies, plans and actions