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Case Study

Mornington Peninsula Shire

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  • Published on 6 Aug 2026

The installation was incredibly simple, and Powerfront was unbelievably supportive throughout the entire go live process.

Martin Hopley
Chief Information Officer
at Morninginton Peninsula Shire Council

With the help of INSIDE, Mornington Peninsula Shire is able to resolve 85% of enquiries immediately

Our Objective

  • A solution that could scale with demand and alleviate contact center stress without putting unnecessary burden on the ratepayer.
  • Onshore data servers including redundancies ensure data sovereignty requirements are met.
  • Increase the capacity of our customer service team without increasing their workload.

Our Results

  • 92.6% customer satisfaction score for the channel, feedback from customers that they love to use web chat to communicate with the council.
  • Approximately 85% of enquiries resolved immediately.
  • Close to zero wait time to chat to a customer service staff member (4 mins via voice).

“The installation was incredibly simple, and Powerfront was unbelievably supportive throughout the entire go live process.”

Martin Hopley
Chief Information Officer
at Morninginton Peninsula Shire Council
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