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.
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How to Run a Payment Experience Optimisation Workshop
Whether you're from a council exploring options for rate payments or simply interested in the process, this webinar offers valuable insights into streamlining rate payments and optimizing payment processes for greater efficiency.
