“Deloitte Digital has allowed us to explore new online capabilities enabling a better self-service experience for our customers though a scalable website solution that works seamlessly across all devices and browsers.” Justin Poulus, Executive Leader Customer and Community, Queensland Urban Utilities

Applied capabilities

  • Digital Content
  • Mobile
  • Web

See our Capabilities


  • Sitecore Customer Experience Awards Best in Category - Customer/User Experience

Transforming an aging website to better serve customers

Queensland Urban Utilities wanted to provide their customers with a better online experience through the development of a responsive website that would allow users to achieve key tasks across a range of devices as well as provide an extensive range of self service functionality.

Making it easier for the customer

Deloitte undertook customer research, requirements definition, visual design, and technical design in order to assist Queensland Urban Utilities achieve their goals.

The website is now much more intuitive and easier to navigate. A key feature of the website is the “Report a leak” online form where customers can report a burst water main or leak in their area quickly and easily. The responsive website ensures this task can be completed with ease across any device which has eliminated the need for a stand-alone mobile app.

Successful delivery

Both the website redesign and content layout was well received by Queensland Urban Utilities stakeholders alike.

The website was built on the Sitecore CMS platform with future personalisation opportunities in mind. Queensland Urban Utilities' goal is to track a customer’s journey through the website and use that insight to surface further opportunities for the customer to self service via online forms or information gathering.