How Civio helped the Country Fire Authority transform engagement with their 6000 + Volunteers

Country Fire Authority transformed how they connect with the public and volunteers using Civioʼs intuitive community engagement platform, delivering immediate and impactful results.

Industry

Emergency Services Public Safety State Government

Challenge Overview

The Country Fire Authority (CFA) plays a vital role in coordinating rural firefighting and protecting communities across Victoria. One of its key challenges was engaging effectively with both its large member base and the broader public. Their existing setup couldnʼt support smooth internal and external communication, and reliance on disconnected tools like SurveyMonkey led to fragmented data, limiting their ability to deliver cohesive engagement.

Partnership Journey

In early 2024, CFA began exploring new engagement solutions. After seeing Civioʼs work with Engage Victoria, they identified a partner that offered more than just software. Civioʼs extensive feature set and user-focused design prompted a strategic rethink of CFAʼs engagement approach.

What stood out was Civioʼs ability to create tailored audience experiences, integrate seamlessly with existing systems and evolve continually through client-driven improvements.

Civio delivered a tailored solution addressing CFAʼs specific needs, focusing on distinct platforms and seamless integration.

We developed two interconnected engagement environments:

  • Internal Hub: A secure platform for CFA 6000 + volunteers and staff, integrated with Azure Active Directory for single sign-on.
  • External Gateway: A public-facing portal designed for broad community reach and interaction.

This dual approach provided CFA with strong security for internal communications while ensuring public information remained accessible.

 

A firefighter wearing a yellow protective suit and goggles, with a fire truck in the background.

Custom SSO Integration

Civioʼs custom Single Sign-On (SSO) solution was a key benefit:

  • Secure internal platform access via existing Azure permissions
  • Seamless authentication respecting user roles and permissions
  • Automatic account creation for CFA members using organisational credentials

 

 

CFA sign-in portal interface with fields for email and password.

Comprehensive Migration

To preserve CFAʼs extensive engagement history, Civio executed a thorough migration:

  • Transferred  historical projects from the previous platform.
  • Preserved all associated content, user data, documents, and images.
  • Ensured continuity of engagement records and community feedback.

This migration was managed by automated tools, minimising disruption and maintaining data integrity.

Grid layout displaying various government service initiatives and programs for public feedback.

Tailored to CFA

  • Custom theming for distinct visual identities on internal and external platforms.
  • Flexible content management tools, reducing reliance on third-party solutions.
  • Optimised mobile experience for field-based volunteers and community members.
  • High-availability hosting for uninterrupted service.
Screenshot of a webpage displaying a map and information about Victorian fire weather districts review for 2025.

Community Impact

Since implementing Civio, CFA has seen significant improvements in internal coordination and public engagement. The internal platform streamlined volunteer management, with major internal surveys quickly demonstrating the systemʼs effectiveness. SSO increased volunteer participation by providing a single, accessible toolkit.

Externally, the platform enhanced CFAʼs ability to connect with Victorian communities. The intuitive design made information readily accessible, and the platformʼs reliability provided CFA with confidence in their communications infrastructure.

Looking Forward

We look forward to a long partnership with CFA, working collaboratively to support their vital mission and adapting the platform as their needs evolve.

Future enhancements will continue to be shaped by client feedback, with a focus on improving the user experience, expanding integration capabilities, and providing more powerful tools to support communication and consultation.

A female firefighter smiling in front of a fire truck with two colleagues in the background.

The Civio Difference

CFAʼs transition to Civio represents a fundamental enhancement in their ability to connect. Civio has empowered CFA to strengthen bonds with volunteers and the communities they serve. This partnership demonstrates how the right platform can transform organisational communication, leading to deeper community connection, trust and resilience.

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