Location: New South Wales, Australia
Product: iFerret
Application: Information discovery, customer service, governance
Overview
iFerret enabled Lake Macquarie City Council to significantly improve access to information across systems, delivering measurable time savings and supporting faster, more informed responses to customer and internal enquiries.
The Challenge
Lake Macquarie City Council was not making full use of the information it held.
Information was spread across multiple repositories with inconsistent metadata, making it difficult to:
- Locate information quickly
- Respond to customer enquiries efficiently
- Ensure staff had a complete view of available data
At the same time, customer expectations were increasing, along with broader community awareness of information access rights.
The Solution
iPlatinum implemented iFerret, enabling staff to search across multiple systems from a single interface.
The solution allowed users to:
- Locate information across records systems, email and shared drives
- Access structured and unstructured data in one place
- Respond to both internal and external enquiries more efficiently
Within 12 months, the platform was delivering significant improvements in how information was accessed and used across the organisation.
The Outcome
- Staff saved an average of more than 2 hours per week searching for information
- Faster response times to customer and internal enquiries
- Improved visibility of information across systems
- Better informed decision-making across teams
The solution saw strong adoption, with increasing numbers of staff trained and actively using the platform.
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