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City of Unley Automates

the Expiation Review Process.

The City of Unley is a Local Government area in the Adelaide metropolitan region. It is located directly south of the Adelaide city centre. As one of the busiest councils, the City of Unley welcomes innovative ways of better serving the community.

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Challenge

Throughout its busy main streets and shopping precincts, the Council issues around 20,000 parking expiations each year. 18% of these are disputed, and customers may request a review.

Previously the parking fine review process at the City of Unley was manual, requiring customers to call or visit the council to verify, review and pay their infringements.

This has been a very cumbersome, time-consuming and inconvenient process for both the council and the customers.

Solution

Avonet designed and built City of Unley’s Infringement tracker frontend. This system allows customers or any authorised officers to view and review the expiation photos and pertaining details without having to visit or call the council.

Outcome

  • 67% of customers initiate their review online via the tracker
  • 63% of customers initiating a review decide to pay after seeing the photos
  • Reduction of expiation reviews of the council by 40%
  • Average turn-around time of reviews is 8 business days, down from 16

 

At the City of Unley, we’re currently transforming how we engage and transact with our customers, designing new services to be digital and customer focused.

Working with the team at Avonet allowed us to work in an agile delivery format, developing early prototypes, testing with our customers and making iterative changes and improvements.

The Avonet team was very flexible to our needs, and produced extremely high-quality output all the way from wireframing to product delivery.

Working with Avonet meant we had an MVP to test within weeks rather than months. It allowed us to move quickly with our transformation project and demonstrate business outcomes much sooner than anticipated.

James Roberts

Manager Business, Systems and Solutions at the City of Unley

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