Lockyer Valley Regional Council
Reducing manual workload and booking risk with online self-service
Customer Profile
How Lockyer Valley moved from a highly manual, TechnologyOne based process to an online bookings experience with real-time availability, automated communications, and better control across facilities, courts, equipment hire and more.
Watch the case study
Why Watch This Case Study
Hear directly from council peers who modernised a bookings process built on workarounds.
In this session, Lockyer Valley shares:
- What it really looks like when bookings are managed through system customer requests and external calendars
- How moving to a live, customer-viewable calendar reduced clashes and admin
- The staged rollout approach they used to drive adoption (internal first, then public)
- Practical lessons for other councils (payments, training, comms, permissions and FAQs)
If you work in local government, government or education, this is a practical, real-world example of what’s possible.
Council's Challenge
Before Attekus Bookable, Lockyer Valley was processing hall bookings through a request system – supported by improvised workarounds and manual effort.
This led to:
- No built-in calendar, requiring an external booking calendar (and increasing the risk of missed entries and clashes)
- Heavy manual administration across bookings, invoicing, bonds and refunds
- Fee waivers needing manual adjustments because the system couldn’t manage the complexity
- Bonds created, paid and refunded separately, with refunds taking around two weeks
- Limited reporting, including difficulty producing fee waiver reporting for council
- Customers unable to view availability or their own bookings online
- High query volumes due to paper-based application forms and back-and-forth checking
All of this pulled customer service time away from core work: serving the community.
The Approach
Lockyer Valley needed a solution that understood local government complexity and fit their existing environment, including:
- Integration with TechnologyOne without heavy ongoing IT support
- Flexible reporting
- Support for complex fees, fee waivers and local government charging rules
- Online access for customers with a live, instantly updating calendar
- Semi-automation for communications and reminders to reduce manual workload
- Strong supplier support
They implemented Attekus Bookable on a staged rollout over a 3.5-month period. Once live, there was immediate uptake of online bookings
Tangible Outcomes
Lockyer Valley reported clear, practical improvements:
- Estimated saving of ~0.75 FTE through reduced manual processing and streamlined workflows
- Significantly reduced risk of missed bookings and clashes, lowering reputational risk
- A major reduction in customer queries due to online availability visibility
- Customers can log in, view bookings, and see if venues are free (described as “a luxury”)
- Complex local government fees and fee waivers are supported and adjustable as needed
- Faster mass communications for closures (e.g., wet weather, venue closures) rather than 10-15 separate calls/emails
- Configurable departmental correspondence and stationery (helping enquiries route correctly)
Key Learnings (Lockyer Valley’s Advice to Other Organisations)
Lockyer Valley’s practical lessons include:
- Communicate payment options early (especially for groups reluctant to use cards)
- Train more than one internal expert to protect business continuity
- Review terms and conditions + fees/charges before configuration, and communicate changes early
- Limit internal permissions – especially for powerful functions like closures
- When selecting early adopters, include a few “hard to transition” groups to surface better feedback
- Have FAQs and help guides ready before launch
What’s Next
Lockyer Valley is exploring expanding Attekus Bookable into additional community and operational services, including:
- Animal trap hire and spray trailer hire
- Enabling funeral homes to check availability and book burials online (reducing the need for phone calls during sensitive situations)
- Keyless access for facilities (moving beyond physical keys where possible)
- Future exploration of additional Bookable capabilities, including events functionality
Because the experience you deliver matters.
Talk to the people who understand and design for it every day.
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