Modernizing Council Communications | Enhancing Customer Service | Subnet

SUBNET_City of Victor Harbor

Overview

The City of Victor Harbor is committed to delivering responsive, accessible and efficient services to its local community.

With staff working across different departments, locations and community-facing services, reliable communications play an essential role in Council's day-to-day operations.

However, with its existing telephone system reaching end of life, Council recognised an opportunity to modernise its communications environment while making better use of its existing technology investments.

Partnering with South Australian IT services provider Subnet, the City of Victor Harbor implemented a modern Microsoft Teams-based telephony solution designed to improve staff flexibility, strengthen business continuity and enhance the delivery of community services.

The project has transformed how Council manages incoming enquiries, connects employees and uses call reporting to make more informed operational decisions.

Challenges

The City of Victor Harbor's existing telephone system was approaching end of life and increasingly struggled to meet the needs of a modern local government organisation.

The traditional, hardware-based environment created several operational challenges:

Limited Staff Visibility: Customer service employees had difficulty determining whether colleagues were available to receive calls, making it harder to manage enquiries and customer expectations.
Business Continuity Risks: System outages could leave incoming calls unanswered, affecting Council's ability to maintain essential community services.
Restricted Flexibility: Staff were largely dependent on physical desk phones, limiting their ability to communicate while working remotely or in the field.
Inefficient Call Handling: Incoming calls were not always directed to the appropriate team members, creating unnecessary transfers and delays.
Limited Reporting: Council lacked the detailed call statistics needed to understand service demand, monitor performance and allocate resources effectively.

As a council operating with limited resources, the City of Victor Harbor also needed a solution that delivered strong value for money while supporting future technological developments.

Having already invested in Microsoft Teams for internal collaboration, Council identified an opportunity to extend the platform's capabilities and consolidate its communications environment.

Solution: Building on Microsoft Teams with Subnet

Subnet partnered with the City of Victor Harbor to design and implement a modern telephony solution built around Microsoft Teams.

Rather than introducing an entirely separate communications platform, the solution built on technology Council staff were already familiar with, helping reduce complexity while creating a more integrated environment.

The implementation introduced greater flexibility for staff to make and receive calls across supported devices and locations, whether working in the office, remotely or in the field.

Subnet also worked closely with Council stakeholders to develop call routing arrangements, departmental call queues and reporting capabilities tailored to the organisation's operational requirements.

A key component of the project was ensuring the technology supported the people using it every day.

Subnet provided structured implementation planning, staff training, on-site assistance during the transition and ongoing technical support. Feedback from Council employees was incorporated throughout the process, allowing the solution to be refined around real-world requirements.

The result is a more adaptable communications environment designed to support Council's current operations while providing opportunities for future innovation.

Key Initiatives

1. Modernising Communications and Improving Business Continuity

Replacing Council's ageing, desk-based telephone system with a flexible Microsoft Teams-based solution.

Staff can now communicate across laptops, mobile phones and other supported devices, helping them remain connected whether working in the office, from home or in the field.

The new environment also provides greater resilience, allowing Council to continue managing incoming calls during certain system outages.

2. Improving Call Routing and Customer Service

Introducing departmental call queues, automated attendants and improved staff presence visibility to streamline incoming enquiries.

Customer service employees can more easily identify available colleagues, direct callers to the appropriate departments and provide clearer expectations about response times.

For Council's community transport service, improved call routing helps volunteers and staff handle enquiries more efficiently, reducing unnecessary transfers and allowing them to focus on delivering essential services.

3. Enabling Data-Driven Operational Decisions

Developing customised call reporting dashboards to provide Council with greater visibility into its communications performance.

Reporting capabilities include average answer times, call waiting times, call handling times, first-contact resolution and call distribution across departments.

These insights help Council understand service demand, report to senior management and make more informed decisions about resource allocation.

4. Delivering a Supported, Locally Managed Transition

Working closely with Council stakeholders to implement a solution aligned with their operational requirements.

Subnet provided staff training, on-site support during the transition and responsive assistance when technical challenges arose.

As a South Australian-based IT services provider, Subnet was also able to meet directly with Council stakeholders, troubleshoot issues and continue supporting the organisation beyond the initial implementation.

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Results

The City of Victor Harbor's communications modernisation has delivered practical improvements across the organisation, supporting staff productivity, customer service and operational efficiency.

Greater Flexibility for Council Staff

Employees are no longer restricted to traditional desk phones. Microsoft Teams allows staff to communicate across supported devices and locations, including when working remotely or in the field.

Improved Customer Service and Business Continuity

Enhanced call management and staff presence visibility help Council employees respond to community enquiries more effectively. The solution also provides greater continuity during certain system disruptions, reducing the risk of unanswered calls.

More Efficient Community Transport Operations

Automated call routing, contact directories, call history and dedicated volunteer communication arrangements have helped Council's community transport team streamline daily operations and reduce unnecessary call transfers.

Better Reporting and Resource Planning

Customised dashboards provide greater insight into call volumes, response times and departmental demand, supporting more informed operational decisions and resource allocation.

Reduced Administrative Complexity

Built-in text-to-speech capabilities allow authorised staff to update automated telephone messages without commissioning external voice recordings, reducing delays and associated costs.

Confidence Through Local Support

Subnet's responsive technical assistance, on-site training and ongoing engagement have helped Council navigate implementation challenges and refine the system to meet its needs.

Conclusion

The City of Victor Harbor's partnership with Subnet demonstrates how modernising a core communications platform can deliver meaningful improvements across local government operations.

By building on its existing Microsoft Teams investment, Council has established a more flexible, resilient and integrated telephony environment that supports both employees and the community.

From improving call handling and business continuity to introducing detailed operational reporting, the project has provided Council with practical tools to deliver more responsive services while planning for future technology developments.

Supported by Subnet's technical expertise and commitment to local, face-to-face service, the City of Victor Harbor is better positioned to adapt its communications as the needs of its staff and community evolve.