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Boosting CSAT by 17%: How City of Melbourne won on CX without losing report quality

March 3, 2026

For many local councils, the path to a better customer experience often leads to a complexity trap. In an effort to route reports to the right teams, web forms become overly granular, asking residents to answer endless questions just to report a simple issue.

The City of Melbourne decided to flip the script.

By reimagining the relationship between the resident, the data, and the contractor, they moved the administrative load away from the community and into a smart, automated pipeline. The results were immediate: a significant jump in customer satisfaction and a dramatic reduction in response times.

But how do you transition from a complex manual triage system to a streamlined, digital-first workflow without losing data quality? Join us as we sit down with Gavin Josef, Manager of Customer Contact Operations at the City of Melbourne, to reveal the strategic blueprint they used to stop chasing reports and start Solving issues.

What you’ll learn:

Why simplifying your reporting intake methods is the most effective way to build community trust.
How the City of Melbourne turned a clean city initiative into a 17% boost in community satisfaction.
The steps to building an automated pipeline that connects resident requests directly to the right contractor.
Gavin’s insights on what’s next for City of Melbourne as they continuously improve their Customer Experience.