21st July 2025
Discover how a three-month transformation is driving residents’ satisfaction – reducing both admin time and missed payments
Hamilton City Council is transforming the way residents pay rates, making it easier, faster, and more flexible. With Civica Authority Payments by Payble, the Council has reduced admin workload, improved cash flow, and helped residents take control of their payments—all within just three months of implementation.
Key Outcomes
100+ staff hours saved per month
Streamlined processes free up council staff to focus on community initiatives.
30% drop in overdue payments
Improved cash flow through flexible scheduling and proactive reminders.
94% resident satisfaction
Ratepayers love the convenience and control over how and when they pay.
Over 5,500 payment dishonours avoided annually
Reduced manual follow-ups and less demand on customer service teams.
Matthew Bell,
Financial Support Services Manager
In just a few short days after our full launch, our team has seen a significant reduction in payment inquiries, with about 100 new payment plans created by our customers each day.