Moorabool Shire Council is on a mission to become a future-ready local government organisation – one that’s digitally connected, efficient and responsive to its community. Through its partnership with Datacom and the adoption of the Datascape platform, the Council has transformed how it works across property and rating, customer service, community engagement and now, its embedding AI to support its team and become more efficient in how it serves its residents.
Moorabool’s move to Datascape’s property and rating system has delivered immediate and measurable benefits. With integrated workflows and real-time functionality, the revenue team can now process rate notice requests in seconds rather than minutes – saving up to 300% in time and recovering two weeks of processing effort annually.
The system’s ability to link service requests, rate accounts and reproduction notices has eliminated duplication and manual work. Teams can forecast budgets, roll over direct debits and maintain a clean audit trail – all within a single platform. These efficiencies are freeing up staff to focus on work that directly benefits the community.
Before Datascape, Moorabool’s customer service team had to navigate multiple systems to respond to requests – creating friction for both staff and residents. Now, with Datascape CRM, everything is centralised. Online forms, payment processing and correspondence tracking are all integrated, giving teams a complete view of each customer interaction.
The shift to digital forms has been a standout success, with 60% of applications now submitted online and a strong “voice of customer” score to match. Staff say they’re spending less time on admin and more time helping people and their residents are benefiting from faster, more seamless service.
To strengthen its digital presence, Moorabool introduced Antenno – an app powered by Datascape and that team at Datacom – that allows residents to report issues, receive updates and stay informed about local events. From bin day reminders to pothole reports, the app is helping the Council engage with the community and solve issues in real time.
With nearly 1000 downloads in just a few months and 11% of customer requests now coming through digital channels, the Council is well on its way to achieving its goal of 25–50% digital engagement. The seamless integration with core systems means requests are actioned quickly and staff can respond using familiar workflows.
Moorabool is also part of a pilot group exploring the AI functionality within Datascape. Early results are promising: repetitive tasks that once took 5-10 minutes are now completed in under a minute, saving an estimated 12 weeks of staff time per year.
The Council team sees AI as a tool to support – not replace – its people and says staff have embraced the pilot, actively suggesting new use cases and improvements, which speaks to the culture of innovation driving this transformation.
In the future, the goal is to make use of AI to automate routine checks and to get more from Moorabool’s data by using AI to analyse data and generate insights.
From foundational systems to emerging technologies, Moorabool Shire Council is showing what’s possible when local government embraces digital tools with purpose. With Datascape, the Council is building a more connected, efficient and community-focused future.
Datascape gives councils a full 360-degree view of every customer interaction, replacing multiple legacy systems with a single, integrated platform where online forms, payments and correspondence are all connected. For Moorabool Shire Council, this means staff can respond faster, with less admin and focus on helping residents rather than managing systems.
With automated workflows, real-time visibility across teams and streamlined processes, Datascape helps councils do more with less, improve efficiency and better serve their community now and in the future.
