This session examines practical approaches to automated information management in local government, focusing on integrating content, records, forms, and customer service platforms. Learn how seamless digital workflows can eliminate bottlenecks and broken links, ensure compliance, and deliver a streamlined, transparent experience for both staff and community members.
Learning Outcomes:
Participants will leave this session with:
- An understanding of how online forms are automatically captured in the corporate record-keeping system (Objective), removing manual steps and ensuring compliance.
- Insight into publishing content directly from Objective to the public website, enabling business users to manage web content without needing CMS expertise or access.
- A real-world example of integrating the My Local Services (MLS) app with Pathway CRM, so that customer requests logged by residents are instantly routed to the right service team-streamlining customer service and boosting transparency.
Case studies will include:
- Automated file publishing and removal from the website via Objective and OpenCities
- End-to-end digital form handling-OpenForms submissions and Jotform forms (imported after workflow completion) are automatically archived in Objective
Mobile service requests from the My Local Services app seamlessly integrated into Pathway CRM workflows
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Dale Drechsler
Team Leader Digital Services, City of West Torrens
Dale brings over 25 years’ experience in digital and web development roles, including 12 years as Team Leader Digital Services at the City of West Torrens. He previously spent a decade delivering web and communications solutions for state government, and 10 years as an interactive developer both in Australia and the USA. Dale’s expertise spans the full stack - from strategy and design through to delivery and support - with a current focus on developing AI-driven solutions for both internal and public-facing applications in local government.
:
http://www.westtorrens.sa.gov.au
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Di Colls
Team Leader Information Management, City of West Torrens
Di’s career began in application support and training, and she has worked with a range of electronic document and records management systems (EDRMS) across private enterprise, state government, and local government. Di also has extensive experience leading teams to achieve business objectives and deliver effective, user-friendly solutions.
:
http://www.westtorrens.sa.gov.au
