How Wanneroo Cut 12,000 Hours of Manual Work in 1 Year
Wanneroo chose to change the story. By partnering with Payble, the council introduced direct debits, QR‑code payment links, and flexible plans. Within months, more than 9,000 flexible plans were activated. Resident satisfaction rose to 4.72 out of 5, with an NPS score of nearly 80 percent.
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What you will get
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12,000 hours of manual work eliminated without adding headcount
Wanneroo was losing more than 12,000 staff hours each year to manual rates processing, including over 7,000 payment arrangements handled by hand. By automating payments and introducing self-service options, the council removed a major operational bottleneck while keeping the team size the same.
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Flexible, digital payments transformed the resident experience
Within months of launching flexible weekly, fortnightly, and monthly plans, more than 9,000 residents enrolled. Satisfaction lifted to 4.72 out of 5, with an NPS near 80%, as residents gained visibility, control, and the ability to manage payments on their own terms.
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Staff shifted from firefighting to proactive community support
Call centre volumes dropped, direct debit forms fell to near zero, and sensitive payment handling over the phone was eliminated. The rates team moved from reactive processing to proactive support, improving efficiency, morale, and trust between the council and its community.
Latest Webinars
How Councils Across Australia & New Zealand Ease Payment Stress in Just 10 Weeks
Leaders from City of Wanneroo and Matamata‑Piako District Council (NZ) join Dailius Wilson to share real stories, surprising stats, and practical wins. From saving 12,000+ staff hours to helping residents avoid penalties, you’ll see how flexible payments, digital notices, and smarter workflows are transforming local government.
6 weeks. 200,000 residents. One Payment Transformation: with Inner West Council
6 weeks. 200,000 residents. One Payment Transformation: with Inner West Council
A digital transformation that led to 15% adoption rate whilst 1/3 of the community paying their rates via personalised QR codes. This webinar offers practical insights from a CFOs perspective tying into the financial sustainability goals of a council.
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