Mikani

Localgovt

Local Government Digital Transformation

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by

Michael Holzer
in , ,

Digital Transformation | Project Management | Customer Experience

Empowering Local Government through Digital Transformation

Mikani Pty Ltd partnered with OnDigital and local government representatives to deliver a comprehensive digital transformation strategy aimed at enhancing customer experience and streamlining council operations. Leveraging a proven methodology developed in collaboration with Strategic Executive Solutions, the project focused on integrating digital engagement and interactive screens into council services, supported by a robust enterprise architecture and transformation roadmap.

Digital Transformation

Enterprise Architecture

Customer Experience

Project Management

Challenge

Local governments face increasing pressure to modernise service delivery in response to rising community expectations and technological advancements. Local Governments seek to improve customer engagement across multiple touch points — ranging from payments and registrations to community services — while ensuring back-office efficiency and data integration.

Solution

Mikani facilitated a multi-stream transformation program encompassing:

  • Digital Strategy & Roadmap: Defined a clear vision for digital engagement, supported by agile delivery sprints.
  • Customer Experience Design: Mapped user journeys across key interaction points including kiosks, web, mobile, and social media.
  • Enterprise Integration: Implemented architecture principles such as real-time data, open standards, and cloud-first infrastructure.
  • Interactive Kiosks: Deployed branded, secure kiosks with integrated payment, ticketing, and scanning capabilities.
  • Functional Enablement: Supported systems across finance, asset management, customer service, and community engagement.
  • Local council implementation

Results

  • Enhanced customer access to council services via digital kiosks and screens
  • Streamlined payment and registration processes with real-time analytics
  • Improved operational agility through integrated systems and data platforms
  • Delivered a scalable model for future digital initiatives across council departments

Outcome

The project demonstrated Mikani’s capability to lead complex digital transformations in local government. By aligning strategy, technology, and customer experience, Mikani helped to set a benchmark for modern civic engagement.

Key Technologies

  • Interactive kiosk platform with contactless payment and ticketing
  • Enterprise Service Bus (ESB) and Data Warehouse (EDW)
  • Cloud-based integration and remote content management