Tweed Shire Council

Fully Self-Serve Beach Wheelchair Hire

Customer Profile

Tweed Shire Council introduced a fully self-serve beach wheelchair hire solution, improving accessibility while reducing operational overhead for staff. Tweed Shire Council is a New South Wales coastal, local government area committed to improving access to public spaces and ensuring inclusive experiences for residents and visitors.

With a strong focus on inclusivity and community wellbeing, the council plays a key role in ensuring that public spaces, particularly beaches and recreational areas, are accessible to all residents and visitors. This includes providing specialised equipment, such as beach wheelchairs, to support mobility and enable more people to safely enjoy the coastline.

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Why Watch This Case Study

This case study is particularly relevant for councils and facility managers looking to:

Improve accessibility without increasing staffing requirements
Introduce self-serve access to community assets
Reduce manual booking and coordination processes
Deliver a seamless, mobile-first user experience
Scale services across multiple locations efficiently

Council's Challenge

Providing accessible beach equipment traditionally relied on manual processes, which limited availability and created friction for both users and staff.

Key challenges included:

Manual booking, coordination, and handover processes
Limited access outside of staffed hours
Operational strain on council teams managing requests
Inconsistent user experience across locations
Difficulty scaling the service to meet growing demand

This meant that while the intent to provide inclusive access was there, the delivery model was not sustainable or easily scalable.

The Approach

Tweed Shire Council implemented a self-serve solution using Attekus Bookable, enabling a fully digital, user-led booking and access experience

The solution included:

Onsite QR codes linked to individual beach wheelchairs via the booking portal
A simple, mobile-first booking experience for residents and visitors
Integration with Integriti to enable secure, automated access
Future auto-confirmation of bookings once the integration is complete

By shifting to a digital, self-service model, the council enabled users to independently access equipment without requiring staff involvement at each step.

The Results

The implementation delivered a more accessible, scalable, and efficient service model:

Improved access to beach wheelchairs for the community
Reduced reliance on manual coordination and staff intervention
A faster, more intuitive user experience
Increased potential utilisation of council assets
A scalable framework for expanding self-serve services to other locations

Key Learnings

Introducing self-serve access is not just a technology shift, but a community service transformation.

Tweed Shire Council demonstrated that:

Accessibility improves when barriers to entry are removed
Simple user journeys drive higher adoption
Automation can reduce operational load without compromising service quality

What’s Next

With Integriti integration progressing, Tweed Shire Council is moving towards a fully automated access model, including:

Instant booking confirmation
Seamless, secure access to equipment
Expansion of self-serve services across additional assets and locations

Talk to the people who care about the experience you deliver.

If you’re looking to:

Consolidate bookings across teams and venues
Improve payment flexibility and reduce refund friction
Strengthen governance and reporting without adding admin

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