City of Casey (Casey) is experiencing an increasing demand from the community for flexibility in making payments, this is understood to be driven by cost-of-living pressures. Our systems do not offer flexibility for customers to manage payments for rates, animals and infringements. The impact on Casey is increased contacts to customer service, manual effort in managing requests, increasing arrears, bad debt and the need to write off some infringements.

This problem is not unique to Casey and multiple other councils now offer payment flexibility to customers via a self-service platform. Comparatively, Casey offers a low level of flexible payment options.

The expected outcome of this project is to procure a self-service payment platform that will allow customers to pay in flexibility in instalments.

Self-service: customers must be able to create a payment plan, view their balance, make payments, and update payments themselves.

Reminders: the system must send out automated reminders when a payment is due.

Controls: payments need to meet the business rules provided by the City of Casey and certain customers should be blocked.

Integration: system must support 2-way integration with TechOne Ci and CiA.

Payment types: system must support different payments and payment rules including rates, infringements and arrears.

Security: system must be PCI-DSS compliant and comply with the City of Casey's cybersecurity requirements