Wyndham City’s mission to automate 37,000 parking requests by leveraging high report quality

Wyndham City Council is currently one of the fastest-growing municipalities in Australia. As the population expands, so does the demand for essential services. With a rapidly increasing volume of requests, the Council recognised that traditional models needed to evolve to remain sustainable and responsive.

Meeting the Demands of a Growing City

As a city in the midst of a population boom, Wyndham faces a unique scaling challenge. Since February 2025, the Council has received over 37,000 parking-related requests. This high volume made it clear that manual service models were no longer viable.

To maintain high standards of customer service, Wyndham City Council shifted their focus toward working smarter. The goal was to build a scalable model that could keep pace with growth while ensuring that every resident request was handled with visible competence.

The Triage Bottleneck

The previous manual process relied on Customer Service to triage requests before passing them to the Parking team. This created significant bottlenecks as volume increased, compounded by the inconsistency of data coming through fragmented channels. Without accurate geolocation or photo evidence, officers often spent excessive time verifying reports, leading to redundant handoffs and delayed response times.

"Managing reports across fragmented channels was a constant challenge, as they often lacked the quality information needed for us to take immediate action," says Lori Hudec, Coordinator Customer Service at Wyndham City Council. "

This created a cycle of manual triage and back-and-forth with customers to fill in the gaps. By shifting to Snap Send Solve, we now receive a photo 96% of the time along with exact coordinates. This allows us to stop playing 'middleman' and move straight from report to resolution."

Direct Routing and TechOne Integration

Wyndham made a strategic decision to integrate Snap Send Solve directly into their TechnologyOne (CiA) system. Thanks to the details automatically captured in the Snap Send Solve reporting flow, this move allowed parking requests to bypass the manual triage stage and flow directly to the City Amenities team.

This end-to-end integration ensures that every request is captured with accurate, actionable data at the first point of contact. By using Snap Send Solve to standardise the intake, the Council replaces manual location inputs and written descriptions with GPS-precise geolocation and photographic evidence. This shift from low-quality reports to a consistent data stream allows officers to move instantly from triage to action, eliminating the need for time consuming follow ups or triage.

"Integrating Snap Send Solve into CiA reflects our broader commitment to building systems that support our teams," Lori explains.

"By enabling direct routing without sacrificing customer experience, we have created a clearer process with improved accountability. It allows our Customer Service teams to focus on complex, value-driven interactions while our operational teams have full ownership of the outcomes."

Faster Resolutions and Happier Snappers

The move to an integrated, direct-routing model has delivered immediate, measurable wins for both the Council and the community. By removing the manual bridge, Wyndham City Council has seen a dramatic shift in how quickly and effectively parking issues are resolved.

"The results speak for themselves," says Lori. "We are now seeing an average resolution time of just four days. More importantly, our residents are noticing the difference in transparency and responsiveness. It is about designing processes that reduce friction and deliver consistent outcomes even as demand rises."

Key Results:

• Over the past three months, Wyndham City Council has significantly outperformed the Victorian state average. They viewed parking reports 80% faster than the rest of the state. The team also marked those reports as closed 50% faster than the state average.
• Wyndham has seen an 8.2% increase in CSAT over the past year for parking reports.
• Parking reports at Wyndham are rated 7% higher by Snappers compared to the state average.
• Customer Service teams have reclaimed time to focus on high-complexity resident needs.

A Template for Scalable Service

The success of the integrated parking process; which balances operational efficiency with a seamless customer experience, serves as a blueprint for Wyndham’s high-volume service areas. By anchoring our strategy in 'Visible Competence' and robust system integration, the Council is primed to manage future growth effectively.

"This is just the beginning of how we use integrated tools to stay ahead of the curve," Lori concludes. "As Wyndham continues to grow, we will keep focusing on scalable models that reduce administrative burden and keep our community moving safely."