Our Digital Transformation
Your City, Your Way
At City of Newcastle, we're making it even easier and more convenient to access our services anytime, from anywhere.
We're rolling out a comprehensive digital transformation program, as part of our Customer Experience Strategy, to improve your experience and streamline how we work.
Our goal is simple: to provide you with the tools to quickly and easily submit requests for our services online, anytime. You can now report a pothole or missed bin collection by selecting the corresponding form through our new self-service catalogue.
When you submit a request, you’ll receive an automatic confirmation with a reference number, and your request will be routed directly to the right team for action. This makes for a faster, smoother, and more efficient experience.
You can complete our self-service forms on any device - whether it's a laptop, tablet, or mobile - giving you the flexibility to interact with us 24/7.
New self-service options
Our new self-service options are available on our Report an Issue or Request Assistance webpage, offering a range of digital forms designed to enhance your experience, delivering on our Customer TRuST Principles:
- Transparent - Clear, user-friendly service catalogue of forms with automatic acknowledgement provided, including reference # and details on next steps.
- Respectful - Purpose built forms designed to meet your needs, with communication provided to you as your request progresses / is actioned.
- YoU - Your time is freed up, allowing you to manage the simple things on your terms, so you can get on with your day!
- Simple - Easy to find and use on any device, and we only ask you for the required information to resolve your request and no more.
- Timely - Quick and easy to complete, available 24/7, with requests automatically referred to the correct team for actioning.
Expanded eServices platform
We've also enhanced our existing eServices platform, offering you 24/7 access to online services like:
- Paying your rates
- Paying application fees
- Applying and paying for Property Information Certificates.
What's next?
In 2025, we'll be launching even more exciting online features, including:
- A new, personalised customer portal
- Easy payment options
- Ability to submit and track requests and applications
- Ability to check and manage your Rates balance.
We’re committed to enhancing your experience and providing a seamless digital interface that meets your needs. Stay tuned for more updates.
