How Whitehorse Automated Animal Renewals and Cut Non-Payment from 10% to 7%
Only 12–14% of Whitehorse's animals were registered under the old paper-based renewal process. See how self-service QR renewals, auto-reconciliation and set-and-forget payments turned that around in a single renewal cycle — and what it freed up for staff.
What you will learn
Auto-renewal sign-ups
Residents opted into set-and-forget registration so next year's renewal is guaranteed, with nothing to remember.
Non-payment down from 10% to 7.3
Automated reminders and repair links mean more residents pay on time, without a single door-knock.
Reconciliation fully automated
Payments auto-reconcile through BPOINT into Pathway, freeing staff for data quality, education and pet reunification.
About the Speaker
Raji Jayakumar, Continuous Improvement Specialist at Whitehorse City Council, led the shift from paper-based renewals to self-service — and shares what it meant for her team's workload.
