Wyndham City Council: One platform replacing online forms, paper forms and basic diaries across separate business units

Where they started

Wyndham's booking process was fragmented across business units. Different departments used online forms, paper forms, or basic diary systems, which meant residents met a different process depending on which facility they wanted and staff met a different process depending on which team they worked in.

Compounding it, none of those processes were integrated with the council's Oracle ERP finance system. Rental revenue had to be moved into finance by hand, which is both an administrative cost and a reconciliation risk.

What they did

Phase one covered community learning centers and multipurpose halls, including the Manor Lakes, Point Cook, Tarneit and Arndell Park community learning centers. Residents got two portals: a casual booking portal for one-off rentals and a regular booking portal for recurring allocations, both showing real-time availability.

Staff moved onto a single set of tools: the booking diary, the booking manager and the task manager, so setup, equipment and crew work generated from a booking rather than being organized separately.

• Oracle ERP integration. Rental revenue posting to the council's existing finance system.
• Payment gateways. Payments handled through the council's existing local payment providers.
• Notifications. SMS and Microsoft 365 email, so confirmations came from the council rather than from a vendor domain.

Where it goes next

Later phases extend to cultural venues, youth centers, sports grounds and open space. Again, the sequence is one business area at a time onto a platform that is already integrated, rather than a single cutover across the whole portfolio.

Why it is relevant to a North American agency

Wyndham is the clearest example in our customer base of the problem most cities describe to us: several business units, several booking methods, and no connection to the general ledger. The integration is the part worth interrogating, because it is the part a finance director will ask about first.