OpenForms Use Case: Registration Forms
Your city offers dozens of resident programs that require a form to sign up—register a dog, join a swim class, enrol kids in childcare. Businesses have been using online registration for years, so it’s no wonder your customers would expect the same easy experience of city services.
Easily gather information with registration forms
OpenForms makes it easy for people to provide your agency with the information you need, so they can get the services they need. Capture all necessary customer information, automatically calculate fees and collect payment—all with one, comprehensive online interaction.
Registration form success
To support its community, Moreton Bay Regional Council introduced a $15 million stimulus package for eligible residents experiencing financial difficulties due to COVID. A collaborative effort between the Property & Rating and ICT Team, MBRC used OpenForms to accelerate the creation of an entirely online financial assistance registration process.
Using OpenForm API’s, the ICT team automated the process by integrating between several systems, including MBRC’s financial system as well as external Centrelink processes. Because MBRC was able to configure much of the customer facing experience without coding, the entire solution was created, tested and launched in under one week, and allows MBRC to assess applications in less than 2 days.
“Within the first month of launching, Horowhenua saw an unprecedented shift from customer service calls to clicks. Online services like dog registrations, a high-touch request that residents frequently needed help completing, saw almost 600 online renewals from customers, who served themselves entirely unaided. 33% of customers served themselves after business hours, and 78% of these completed and paid for their renewal in under 10 minutes.”
Joanna Cooney, Horowhenua District Council
“With over 460,000 residents, MBRC is always exploring opportunities to increase efficiency whilst improving customer service. To streamline issuance of rates notices, MBRC setup a registration process that allows ratepayers and business to switch from postal to email rates notices. Verifying customer identity was a critical security requirement, so MBRC created an intuitive multi-step process in OpenForms, using the data connections functionality to connect with the relevant systems at each step of the form. Conditional logic also allowed MBRC to adjust subsequent steps of the journey based on the data returned in previous steps, such as detecting whether the address entered is a residential or business address, and proceeding to tailor the next step and data source accordingly.”
Janet Kirkwood, Moreton Bay Regional Council