Next-Gen Engineering / City of Unley

20,000 expiations per year. Now half the council intervention.

How Avonet built the City of Unley's online expiation review portal - cutting the average turnaround time in half and reducing council-intervention reviews by 40%, with 63% of residents choosing to pay after viewing photo evidence.

40%

Reduction in reviews requiring council intervention

16 → 8

Business days average turnaround - halved

63%

Of residents paid after viewing evidence

01 / Overview

The City of Unley issues approximately 20,000 parking expiations annually. Of those, 18% are disputed - and until Avonet's involvement, every single dispute required manual council staff involvement: phone calls, in-person visits, and time-consuming review processes. Avonet built an Infringement Tracker that moved the entire review process online, letting photographic evidence resolve disputes without council intervention.

02 / The Challenge

What we were solving

With approximately 3,600 disputed expiations per year, the City of Unley's review process had become a significant operational bottleneck. Every dispute required staff time, every resident had to make contact, and average resolution was taking over three weeks.

18% of 20,000 annual expiations were disputed, all requiring manual council staff involvement
No online mechanism for residents to view expiation evidence before deciding to pay or dispute
Reviews averaged 16 business days to resolve - a poor resident experience
Council staff time was consumed by reviews that photographic evidence alone could resolve

03 / The Solution

What Avonet built

Avonet designed and built a frontend Infringement Tracker allowing residents and authorised officers to access expiation photos and associated details online - enabling informed payment decisions without any council contact required.

Online Infringement Tracker giving residents direct access to expiation photos and case details
Self-service payment processing integrated directly into the review workflow
System accessible to both residents and authorised officers for full end-to-end resolution
MVP delivered within weeks rather than months, enabling rapid testing and iteration

04 / Outcomes

Results that speak for themselves.

The Infringement Tracker delivered a step-change in both resident experience and operational efficiency - with the majority of disputes now resolving independently, without staff involvement.

01 /67% of customers initiated their expiation review online through the new system

02 /63% of customers chose to pay after viewing photographic evidence

03 /40% reduction in expiation reviews requiring direct council staff intervention

04 /Average turnaround time halved - from 16 business days to 8

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.