Digital Engagement Strategy
The Digital Engagement Strategy 2026–2030 was adopted by Lane Cove Council in August 2026. It sets out how Council will make its digital services, communication and online engagement easier to use over the next five years, with a particular focus on the first three years. It works alongside the Community Engagement Strategy - this one covers the channels, platforms and content standards used to deliver on those broader commitments.
The vision is a connected, customer-centred digital experience that makes it easier to access services, participate in community life and stay informed about Lane Cove. The strategy is framed as a deliberate shift from publishing what Council wants to say, to designing for what residents actually need to do.
It draws on the 2025 Community Satisfaction Survey, which found 88% overall satisfaction and 76% satisfaction with communications specifically, but also confirmed that communication and engagement is the single biggest driver of overall satisfaction, accounting for 14.2% of the variation. Council also logged more than 8,000 service requests in 2025, many for routine tasks that residents felt should be easier to do online.
Four content principles apply across all digital and social channels: openness (welcoming discussion, even on difficult topics), accuracy (verified information, with AI-assisted content reviewed and approved by staff before publication), respect (upholding Council's Code of Conduct in every interaction), and relevance (content should serve a genuine need and suit its platform and audience).
The strategy is structured around six interconnected focus areas:
- Easier Digital Services: improving website navigation, expanding digital forms and online payments, better search and mobile usability, removing outdated content, clearer service journeys and FAQs.
- Better Communication and Engagement: improving consultation and feedback processes, clearer and more consistent messaging, more storytelling about projects and outcomes, better disruption/emergency communication, better connected website, email and social channels.
- Smarter Use of Digital Channels: treating the website as the primary source of truth, with email, social media, self-service, print and Have Your Say each playing a distinct, defined role in a connected ecosystem.
- Community Stories and Place Identity: sharing local stories and achievements, highlighting arts, culture, sustainability and liveability, promoting consultation outcomes, celebrating volunteers and businesses, using storytelling to build trust.
- Reaching Everyone: tailored approaches for older residents, families, young people, CALD communities, new residents and local businesses, so no one is excluded by channel or format.
- Artificial Intelligence and Digital Innovation: using AI to improve search and findability, reduce repetitive admin, and support customer service, while holding to five principles: human oversight remains essential, privacy and data protection come first, information must stay accurate and trustworthy, AI supports staff rather than replacing accountability, and technology should improve accessibility.
Delivery runs across three phases:
- Phase 1, Build the foundations: clarify key messages, establish a content calendar, refresh the website, review consultation processes, promote Have Your Say, fix broken links and improve accessibility.
- Phase 2, Grow engagement and visibility: launch a community stories program, introduce a regular Mayor's message, launch interactive engagement tools, redesign key service pages around tasks, expand self-service and online payments.
- Phase 3, Lead and optimise: embed storytelling across all channels, build a community panel for ongoing input, personalise digital experiences, integrate services, use data to continuously improve.
Six enablers support all three phases: strong governance and transparency, skilled and empowered teams, secure, ethical and responsible practices, data and insights to guide decisions, inclusive and accessible services, and innovation and emerging technology.
By 2031, Council is aiming for: improved satisfaction with communication and engagement, fewer avoidable service requests, faster and easier online transactions, stronger participation in consultations, improved accessibility and search performance, and more connected digital communities.