Colac, 3250, VIC,
Australia
Colac Otway Shire Technographics
Discover the latest software purchases and digital transformation initiatives being undertaken by Colac Otway Shire and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 253 Colac Otway Shire employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Colac Otway Shire has purchased the following applications: Civica Authority for Government ERP in 2022, Granicus OpenCities for Content Management in 2023, Merit CRM for CRM in 2017 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Colac Otway Shire is running and its propensity to invest more and deepen its relationship with Civica , Granicus , OpenText or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Colac Otway Shire revenues, which have grown to $36.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Colac Otway Shire intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Civica | Legacy | Civica Authority | Government ERP | ERP Services and Operations | Symphony3 | 2022 | 2022 |
In 2022, Colac Otway Shire engaged Symphony3 to deliver a customer portal, intranet and forms portal integrated with core council systems, and integrated Civica Authority as a core system within its Government ERP landscape. The engagement targeted a secure, SaaS-hosted platform to remove upgrade and patch responsibilities from council IT while enabling 24/7 citizen access to services.
The implementation delivered internal and external forms functionality and a DIY forms capability, enabling staff to build and extend digital services. Many forms were configured from the Symphony3 forms library, and the project emphasized replication and reuse of proven form designs to accelerate rollout and maintain consistency across services.
Integrations were explicit and central to the architecture, with the digital platform connected to Civica Authority, HP Content Manager, MS Active and Merit CRMS to automate data exchange with core council systems. Operational coverage included citizen-facing service delivery and internal HR and service request workflows, for example annual leave requests and training bookings that run through the intranet.
Governance and operational handoff included staff training to build and manage their own digital services on the Symphony3 platform, combined with a SaaS operational model where Symphony3 manages platform security, patches and upgrades. The design intentionally allowed new systems to be plugged into the existing integration layer so the council can maximize its Government ERP investment in Civica Authority and other core systems.
Outcomes stated by the council include an enhanced customer experience with 24/7 access to services, improved employee experience through use of the intranet for internal services, and automation of processes that removed time consuming manual steps. Symphony3 reported that the platform unlocked staff potential to expand services, and the SaaS model shifted upgrade and security responsibilities away from council IT while preserving integration with Civica Authority and other core systems.
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Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Granicus | Legacy | Granicus OpenCities | Content Management | Content Management | n/a | 2023 | 2023 |
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Document Management | Content Management |
|
2022 | 2022 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Merit Technology | Legacy | Merit CRM | CRM | CRM | Symphony3 | 2017 | 2017 |
In 2017 Colac Otway Shire implemented Merit CRM as its CRM to centralize and automate resident service request intake and routing. The rollout targeted a CRM and customer service implementation across south west Victoria, Australia, with Symphony3 acting as the integration partner for the public portal connection.
Merit CRM was configured to provide core case management and service request routing capabilities, combined with self service portal intake and workflow automation to support service desk operations and citizen engagement. Configuration work emphasized structured request types, automated assignment rules, and status tracking to support operational handoffs between service teams.
The implementation integrated Merit CRM with Symphony3s customer portal to capture and route resident service requests directly into internal queues, delivering 24/7 self service access and reducing duplicate entries. Symphony3 performed the integration work to connect public facing forms and portal workflows to Merit CRM intake processes, enabling continuous capture and consolidation of citizen interactions.
Governance and process changes focused on centralizing intake and standardizing request handling across customer service and service delivery teams, with phased portal and CRM rollout across the shire. The program positioned Merit CRM as the primary system for resident service requests, workflows, and case records to improve operational coordination and reduce manual reconciliation.
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ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Application Performance Management | ITSM |
|
2023 | 2023 |
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PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Apps Development | PaaS |
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2023 | 2023 |
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