Modernising service provision to meet increased demand with growing population Melton’s customer-centric approach to Council services improves customer request time and reduces Council costs with business workfl ow improvement When a Melton resident wants to pay rates or an infringement, register an animal or a swimming pool, apply for a planning permit, or book hard waste removal they don’t have to telephone or visit the council’s o ffices. Instead, they simply visit the on the council’s website to access Civica’s intuitive Authority Community Portal. Melton City Council is a fast growing city council on Melbourne’s western rural–urban fringe, with a population that has doubled in the past 10 years. By 2024 the council was looking to answer 270,000 enquiries each year and pr

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