With climate resilience and digital transformation in mind, one council envisioned a smarter, more connected future for its community.
Faced with increasing demands for transparency, service excellence and climate resilience, a metropolitan council in Victoria embarked on a bold journey to modernise its digital landscape. With a newly appointed CEO championing customer-centricity and a community eager for smarter, greener services, the council partnered with Terra Firma to craft a future-ready ICT Strategy. The result? A transformative roadmap that empowers the council to deliver responsive, data-driven and sustainable services for years to come.

What if every call for help could be answered faster, smarter, and more compassionately – no matter where it came from?
In 2016, a national not-for-profit organisation unified its national operations, bringing together previously separate territories under one domain. But behind the scenes, its contact centres remained fragmented – each using bespoke, disconnected systems that made it difficult to share information, respond quickly, or provide consistent support.
By 2021, the need for change was clear. The organisation set out to transform how it connected with people in need, whether they were seeking financial assistance, crisis support, housing or simply someone to talk to.

In a world of accelerating change, one council chose to lead with purpose – through innovation, sustainability, and capability.
Faced with the dual pressures of climate resilience and digital disruption, a local government recognised the need to evolve. The goal was clear: cultivate innovation, sustainability, and capability across council. Terra Firma partnered with the council to co-create a transformative digital strategy, one that would empower staff, engage the community and build a dynamic ecosystem for future solutions.