Project Description

Turning complex digital and content challenges into simple, elegant solutions.

In late 2021, Mornington Peninsula Shire reached out to us to assist in delivering a digital project using SharePoint.

The Shire were looking for a simple, easy to use and maintain Customer Service Knowledgebase using SharePoint Online.

In Local Government the range of topics and requests for help they get are varied and complex – from bees and wasps to roads, planning schemes and kindergartens!

Designing a solution that makes this complex challenge simple is no mean feat.

Involving staff in every step of the project, seeking feedback through user-testing and ensuring the staff’s knowledge and experience was captured was integral to this project.

Transferring large amounts of knowledge into an intuitive solution to help staff quickly and easily provide the right answer to customers was essential.

To support Mornington Peninsula Shire‘s customer experience improvements, we provided:

  • SharePoint Online consulting services,
  • User-centred solution design
  • Project management and
  • Digital capability training

Utilising SharePoint Online we:

  • Undertook UX workshops to design and user-test the solution.
  • Developed content templates and content governance processes for a consistent and sustainable approach to managing content.
  • Prioritised content and topics to address
  • Supported the Customer Service Team in drafting content for usability and best practice online content creation, including web accessibility.
  • Training and guidance (including content and reference guides) for the Customer Service Team to allow them to maintain the Customer Service Knowledgebase ongoing.

Please note: image is for illustrative purposes only, its not a real depiction of the final solution.

If your organisation is looking to implement a SharePoint project, or Customer Service Knowledgebase we are happy to have a conversation about the platforms and approaches. Contact us  or book a time.