Council CRM Software — Built for Australian Local Government
iConciergeCRM transforms customer service delivery by replacing legacy customer service request management systems with a resident-first mobile and web platform, designed by local government specialists with over 40 years of experience.
Built for councils — not retrofitted.
Generic CRM platforms are typically designed with sales-driven organisations in mind. iConciergeCRM, however, was developed specifically for local government, reflecting the way councils deliver services, manage requests, and engage with their communities.
Residents love using it
A native mobile app that works intuitively for residents of all ages. Lodge a request, attach a photo, track status in real time — without calling the front counter.
Staff insight in real time
Smart dashboards surface the metrics that matter — active requests, resolution times, peak periods — without coding, manual reporting, or waiting for end-of-week summaries.
Australian data sovereignty
Your council's data stays in Australia. Local hosting, local support, and a team in the same time zone who understands Australian local government.
Council experience built in
40+ years of combined experience working inside local government — not just selling to it. We understand the pressures, the procurement process, and what staff will actually adopt.
Modular platform
Start with customer request management, then add venue bookings, parking permits, or iWasteless as your council grows. Low-risk entry, high long-term value.
Ongoing local support
Dedicated Australian-based support from the people who built the platform. Direct access to our team — not a ticketing queue or offshore call centre.
Modular platforms. One specialist provider.
Every product is purpose-built for local government, aligning with council workflows, compliance requirements and community needs.
A modern, end-to-end customer request management system. Residents lodge requests via mobile or browser. Council staff manage, track and close them through intelligent workflows and real-time dashboards.
- Resident-facing mobile & browser app
- Kanban-based service request workflows
- Customer 360° view for council staff
- Real-time dashboards — no manual reporting
- Smart notifications and full audit trail
- Knowledge base, booking management, parking permits
A smart waste management module within iConciergeCRM to give councils and residents a single view of waste services, bulk collections, bin requests and disposal tracking.
- Bulk waste and bin request management
- Resident waste service visibility
- iWasteless Noticeboard supports circular economy and community waste reduction initiatives
- Integrated dashboards with iConciergeCRM
- Configurable categories and workflows
- Collection trend reporting
A self-service module allowing residents to apply for, manage and renew parking permits online — removing the administrative burden from council staff entirely.
- Online resident permit applications
- Automated approval workflows
- Renewal reminders and notifications
- Council admin dashboard and permit register
- Integration with iConciergeCRM resident profiles
A self-service module that lets residents browse availability and book council venues, halls, sportsgrounds and facilities online — while staff manage calendars, fees and approvals from one place.
- Online venue, facility & sportsground bookings
- Real-time availability calendars
- Configurable fees, conditions & approval workflows
- Online payments and booking confirmations
- Integration with iConciergeCRM resident profiles
A searchable knowledge base that helps residents find answers before they lodge a request, and gives council staff consistent, accurate information at their fingertips.
- Resident-facing self-service articles
- Surfaced contextually as residents lodge requests
- Deflects avoidable calls and front-counter contacts
- Internal knowledge for consistent staff responses
- Easy authoring and content management
A dedicated channel for elected members to raise and track requests on behalf of their constituents — with clear visibility, accountability, and timely responses from council staff.
- Councillors lodge requests on behalf of residents
- Real-time status tracking and updates
- Routed to the right team with full audit trail
- Dashboards and reporting on councillor enquiries
- Same workflows and SLAs as resident requests
Everything a council needs.
Nothing it doesn't.
iConciergeCRM replaces disconnected systems and manual reporting with one intelligent platform, helping councils engage residents, manage requests and close the loop on community feedback.
iConciergeCRM in action
Woollahra Council serves approximately 60,000 residents across Sydney's Eastern Suburbs. Like many councils, they were managing service requests through a combination of phone calls, email, and legacy systems requiring significant manual handling.
Big Technology implemented iConciergeCRM as their primary customer request management platform — including the resident mobile app, staff back-end, SSO integration with Microsoft Entra ID, and telephony screen pop with NICE CXone.
"iConciergeCRM has transformed the way our residents interact with Council. Staff have better visibility, residents have more control, and we have the data to back it all up."Customer Experience Manager, Woollahra Council
Strathfield Council launched StrathfieldHub, powered by iConciergeCRM, to reinvent how residents connect with Council services — a central, user-friendly platform for residents to request services, make bookings, and receive timely updates, all from their mobile devices.
Before StrathfieldHub, customer service was spread across fragmented systems and channels, venue and waste bookings were manual and paper-heavy, and residents had no clear visibility of request progress. iConciergeCRM brought these together with Customer Account Management integrated with Active Directory, a Waste Booking System with navigation routing optimisation and reminders, and Venue Bookings with real-time availability and online payments via BPoint.
"StrathfieldHub has given our residents a single, easy way to deal with Council — and given our staff the automation and visibility to resolve requests far faster than before."Customer Experience Coordinator, Strathfield Council
Beyond the product.
Products need the right foundations. Our consulting services help councils build those foundations — from information governance to smart city strategy.
Information Governance
Comprehensive records management consulting — from EDRMS implementation and health checks to retention schedules, classification schemes and privacy compliance.
- OpenText Content Manager consulting
- Business classification scheme development
- Retention and disposal schedules
- EDRMS health checks and upgrades
- Information policies and guidelines
- Privacy compliance support
Smart City Solutions
Strategic advisory and implementation support to help councils develop smart city and digital transformation initiatives that deliver measurable outcomes for residents.
- Smart city strategy development
- Digital service design
- Resident experience improvement
- IoT and sensor integration consulting
- Council readiness assessments
Modern Software Development
Custom software for councils needing solutions beyond off-the-shelf products — built on modern architectures, designed for the way local government works.
- Custom council application development
- System integration and API development
- Legacy modernisation
- Mobile app development
- Cloud migration and architecture
ICT Consulting
Practical ICT advisory for councils navigating complex technology decisions — from procurement and vendor management to ICT strategy and project delivery.
- ICT strategy and roadmap
- Procurement and tender support
- Vendor selection and management
- Project delivery assurance
- Technology risk assessment
- Helping councils achieve ISO 27001 certification
Councils across Australia.
From metropolitan Sydney to remote island territories — councils of every size trust Big Technology to deliver.
Built to meet council procurement standards.
Big Technology Consulting is committed to the security, privacy and compliance requirements Australian councils must satisfy when selecting technology vendors. Our ISO 27001:2022 certification programme reflects that commitment.
We know councils from the inside
Big Technology Consulting was founded by people who spent their careers working in Australian local government — not just advising it. That experience shapes every product we build and every implementation we run.
Three International Towers, Level 24
300 Barangaroo Avenue, Sydney NSW 2000
info@bigtechnology.com.au
+61 2 7255 0488
Common questions from councils
What is iConciergeCRM?
iConciergeCRM is a purpose-built CRM and smart city self-service platform designed exclusively for Australian local government councils. Residents get a mobile and web app to lodge service requests, track progress and receive updates — while council staff manage requests through intelligent workflows, a Kanban board, Customer 360° profiles and real-time dashboards.
Is iConciergeCRM built specifically for Australian councils?
Yes — iConciergeCRM is designed and built from the ground up for Australian local government, not adapted from a generic CRM platform. It is developed, hosted and supported in Australia by Big Technology Consulting, whose team brings over 40 years of combined experience working in and with Australian councils.
Which councils currently use iConciergeCRM?
iConciergeCRM is deployed at Woollahra Council, Strathfield Council, Mosman Council, Lockhart Shire Council, Cowra Council, and Norfolk Island Regional Council — spanning metropolitan Sydney to remote island territories.
Is council data hosted in Australia?
Yes. iConciergeCRM is hosted entirely within Australia. Big Technology Consulting is Australian-owned and operated, headquartered in Sydney, NSW. All council and resident data remains within Australian jurisdiction — satisfying data sovereignty requirements for local government procurement.
Does iConciergeCRM include a mobile app for residents?
Yes. iConciergeCRM includes a branded resident-facing mobile app available on iOS and Android, as well as full browser access. Residents can lodge requests, attach photos, track status and receive real-time notifications — without calling the front counter.
Can iConciergeCRM integrate with our existing council systems?
Yes. iConciergeCRM supports Microsoft Entra ID (Azure AD) single sign-on, NICE CXone telephony integration, and REST API connectivity. It is designed to work alongside existing council systems rather than require a full technology replacement.
What other products and services does Big Technology offer?
In addition to iConciergeCRM, Big Technology offers iWasteless® (smart waste management and kerbside collection booking) and a self-service Parking Permits module. Consulting services include Information Governance, Smart City advisory, ICT consulting and custom software development for local government.
Book a demo or ask us anything
Whether you want to see iConciergeCRM in action, discuss your council's requirements, or just ask a question — we'd love to hear from you. Fill in the form and we'll get back to you within one business day.
300 Barangaroo Avenue
Sydney NSW 2000