Logan City Council

Logan City Council Goes Gold

Logan City Council - A Case Study

Logan City Council logo

Logan is one of the largest and fastest growing cities in Australia. The council needed a fully inclusive website to serve its 327,000 residents - six percent of which live with day-to-day disabilities.

Although its old site had served its purpose, a new online experience was needed to make digital the channel or choice for the city’s residents. 

With the support of the Local Government Association of Queensland (LGAQ), Logan City Council launched a new Jadu CMS Galaxies website and became the first council in Australia to receive a Gold Plain Language Award.

The accessible and digitally inclusive new site was launched on International Day of Persons with Disabilities (IDPWD) and went on to generate a 60 percent increase in people accessing services digitally, and a customer satisfaction score of 4.75 out of 5.

60% increase in people accessing council services digitally,
first council in Australia to receive a Gold Plain Language Award, 4.75 out of 5 Customer satisfaction level
The Logan City council website accessibility page view on a tablet

The Challenge

Logan is home to more than 327,000 people, from more than 217 different cultures. Six percent of the city live with a day-to-day disability and 600+ residents have a visual impairment.

The council needed to launch a digitally inclusive website that would work for the whole community. 

Although its ten year old website had served its purpose, research revealed that residents were struggling to find the information they were looking for.  A decentralised model had resulted in over 138 active web editors, and the council wanted to establish a consistent tone of voice and clear site structure.

The Solution

Logan City Council had access to the Jadu platform through The Local Government of Queensland (LGAQ), which had made a significant investment to give its members access to its world-class CMS (content management system).

With the support of LGAQ, Logan City Council launched a new Jadu CMS Galaxies website. The new-look, accessible website meets Web Content Accessibility Guidelines (WCAG 2.1) and supports translation in over 100 languages. It was launched on International Day of Persons with Disabilities (IDPWD) and very well received.

The Local Government of Queensland logo
Logan city council website homepage

The Results

Logan City Council became the first council in Australia to receive the Gold Plain Language Award. 

It has seen a 60 percent increase in people accessing services digitally, as residents effectively self-serve rather than ringing or visiting the council. This has resulted in a customer satisfaction score of 4.75 out of 5.

The new site was also recognised via:

  • The Best in CX Transformation Award at CCW2020 (Winner) 
  • Project Leader, Kylie Green, winning CX Leader of the Year (Winner)
  • The MAV Technology Awards for Excellence 2020 (Finalist)
  • The Australian Business Awards, DigitalCX Management (Finalist)

Logan City Council has achieved a huge amount but continues to push forward, with initiatives such as ‘Lara’ (its automated response assistant) to assist Logan’s community 24/7 and to cover over 480 high volume, low effort inquiries. 

The site provides an improved level of service to the community by being more accessible and inclusive.

Katie Barton-Harvey, Community Services Director, Logan City Council