Moonee Valley transforms infringement management

Challenge: Moonee Valley City Council had a manual, labour-intensive and inefficient parking infringement process that delayed infringement appeals for its community.

Solution: The council introduced Infringement Management as a Service (IMaaS) – purpose built to intuitively manage the infringement lifecycle, end to end.

Results: The new solution has doubled the efficiency of council staff members, meaning appeals are processed faster for community members.

Moonee Valley City Council sits in Melbourne’s northwest. It’s an established and well-connected area that’s home to 130,500 residents, a thriving business base of 10,000 businesses, and landmarks like the Moonee Valley Racecourse and Essendon Airport.

It’s no surprise then, that reliable, equitably managed parking matters – both to the residents who depend on it daily and to the council teams responsible for it.

Moonee Valley City Council recently rolled out a new infringement management solution, transforming the payments and appeals process for residents, businesses and visitors.

Adam Ragone (Appeals Officer, Moonee Valley City Council) says Infringement Management as a Service (IMaaS) has made things remarkably easier and streamlined compared to the previous solution.

“The last solution was manual and difficult to manoeuvre. There were so many steps involved that we needed around five people, each with their own unique job, just to keep the process moving. We also had to dip in and out of five different platforms to complete the work. This slowed appeals outcomes for community members,” Adam explains.

“Now, it takes about two people to do the same work – effectively doubling our efficiency. The real winners are the community, who have their appeals approved far sooner, and our staff, who have been redeployed from repetitive processing to higher-value work,” he adds.

The new IMaaS solution includes an intuitive self-service-portal that allows community members to easily manage their infringement payments and appeals online. Adam says this has streamlined infringement management for motorists, with 80% of appeals now coming to this team through the IMaaS self-service-portal.

“You can see IMaaS has been created for infringement management – it’s tailored to Fines Victoria requirements, which helps keep any manual errors in check. Automation is in-built, court briefing packs are a breeze to create, PINS get imported instantly, and fields are auto populated for our team 90% of the time. It’s honestly night and day comparing IMaaS with our last solution, and means faster outcomes for our community,” Adam explains.

If you’d like to explore what IMaaS could do for your council, our friendly team is here to help. Fill in the form below and we’ll be in touch to find a time that suits.