Brisbane City Council has announced it will establish a new dedicated customer services portfolio within Civic Cabinet in a bid to ensure residents get even better services from their Council.
Lord Mayor, Adrian Schrinner said Jamboree Ward Councillor, Sarah Hutton (pictured), will lead the new portfolio as part of a refresh of Civic Cabinet roles announced today.
Using technology to deliver better, faster and more accessible digital services to Brisbane residents on Council’s website and app will be a key focus of the role, the Lord Mayor said.
“Our call centre will continue to deliver an incredible service, but we know many Brisbane residents would prefer to interact with Council online, provided it is easy to do,” he said.
“New digital initiatives will give residents more control over how they interact with Council while also ensuring traditional methods of contact remain available.
“Whether you prefer digital tools or want to pick up the phone, we’re investing in smarter systems to make everyday tasks like paying a bill or booking a park easier.”
Cr Hutton will also be responsible for Council’s award-winning call centre, libraries, cemeteries and compliance.
Council’s 24/7 call centre receives more than 850,000 calls a year, while the new digital customer-service options will give residents more ways to find information and solutions.
“I’m committed to enhancing the everyday services that matter most to Brisbane residents,” said Cr Hutton.
“From libraries and cemeteries to compliance and contact centres, Brisbane residents rely on Council services every single day and I want to make sure these services are better, faster and more accessible.”
New initiatives to be introduced in the next 12 months include:
- Online accounts with single sign-on authentication through MyGov, Google or Apple – launching soon!
- Personalised digital dashboards to help residents interact with Council,from dog registrations to rates bills, bookings, payments, and event tickets.
- A new services portal so residents can log requests, track updates, and change their address across all Council systems in one place.
- Improved access through the Brisbane App where residents can manage their Council account, get service notifications and access real-time updates.
- Self-service and traditional channels to ensure flexibility for those who prefer online tools and those who want to speak directly to staff.
- Web chat bots and AI support to make it easier to find information and resolve issues instantly.
- Extended reality tours of Brisbane’s iconic landmarks using VR and emerging technologies.
The Council confirmed a number of machinery-of-council changes will be made as part of the creation of the new customer services portfolio.
Responsibility for waste will be transferred to the Environment, Parks and Sustainability Committee to ensure a more integrated approach of protecting our natural assets while reducing landfill.
City Standards will merge into the infrastructure portfolio.
The refreshed Civic Cabinet members are:
- Fiona Cunningham – Civic Cabinet Chair for Finance and City Governance
- Adam Allan – Civic Cabinet Chair for City Planning, Suburban Renewal and Economic Development
- Vicki Howard – Civic Cabinet Chair for Community and the Arts
- Sarah Hutton – Civic Cabinet Chair for Customer Services
- Andrew Wines – Civic Cabinet Chair for Public Transport
- Ryan Murphy – Civic Cabinet Chair for Infrastructure
- Tracy Davis – Civic Cabinet Chair for Environment, Parks and Sustainability
Councillor Sandy Landers will remain the Chair of Council, and Councillor Steven Huang will remain the Deputy Chair of Council.
