Boroondara Council approves $129 million spend on controversial Customer First Program

Two Boroondara councillors have questioned their council’s pricey $129 million customer service program, which they say comes at an “inordinately high” cost. But their concerns had no impact.

Boroondara Council will forge ahead with its $129 million digital Customer First Program, despite two councillors raising serious concerns over its massive price tag.

The council gave the controversial project the green light last night when it adopted its proposed 2019-20 budget at a public meeting.

Cr Felicity Sinfield said she was “anguishing” over her decision to support the Budget because of the program’s high cost.

She said she supported improving the council’s online offering, but the project spend was a red flag.

“I am anguishing over this decision ... it is an exceptionally high amount and I’m not comfortable with it,” she said.

Her concerns were echoed by Cr Jim Parke, who labelled the project’s cost “inordinately high”, but he voted in support of the Budget, as did Cr Sinfield, who said the Budget earmarked cash for a number of other important projects.

Members of the community have previously slammed the project as “overspending” and called on the council to release a detailed cost breakdown and better explain its benefits.

Boroondara Council came under fire last year after its $11.7 million website overhaul made news headlines.

The project, announced in April, comes on top of the council’s $11.7 million recent website upgrade, and is supposed to make it easier for community members to do things such as make payments or request services.

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Mayor Jane Addis has previously defended the project, noting council officers identified $182 million that could flow back to council coffers as a result, including through reduced staff labour costs.

She commended the budget, noting it paved the way for the delivery of a number of important projects, including a new garden waste program and the $61.2 million redevelopment of the Kew Recreation Centre.

“This budget will ensure Boroondara continues to be a great place to live,” she said.