Online Booking System
- Project typeParks and Recreation
- Project valueFunded by Bega Valley Shire Council
- Project scheduleIn Progress
- Completion Date31 July 2026
Background
Council manages a wide range of community facilities across the shire, including 18 community halls and 17 sporting venues. Many of these sites contain multiple spaces that can be booked individually to meet community needs.
Currently, booking and payment processes vary significantly between sites, creating duplication, risk of error, inconsistency and limited transparency. These inconsistencies do not align with Council's guidelines or current governance and compliance standards.
Council staff spend considerable time compiling booking information, raising invoices, processing refunds and bonds, and reconciling deposits against committee records. Internal transfers between Council’s main account and hall accounts add further complexity.
These fragmented processes create frustration for both committees and staff. Committees often perceive delays as staff inefficiencies, while staff can face challenges caused by inconsistent practices and non-compliance, and changed or cancelled bookings.
Given the scale of facilities across the shire, these problems highlight the benefits a more streamlined, consistent and transparent system can deliver.
Purpose
Electronic booking and payment systems are now standard for most services, offering convenience and real-time transaction records.
Implementing an online booking system will address current challenges and improve efficiency for both customers and committees.
Key benefits include:
- Streamlined processes: The online booking system will manage invoicing, payment collection, refunds, and bond processing, reducing manual steps and minimising errors
- Customer convenience: Users can book anytime, anywhere, view real-time availability and easily reschedule or cancel
- Transparency: Clear pricing and service details are displayed upfront, improving customer confidence
- Committee visibility: Committees receive an up-to-date schedule of all bookings, ensuring transparency while maintaining the ability to engage with hirers and focus on community events
- Reduced administrative burden: The system removes duplicated effort in bookings, financial transactions, and compliance - tasks already managed by Council - while preserving committees’ role in community engagement and activation.
Community Strategic Plan (CSP) link
The implementation of an online booking system has been identified as a priority project within the adopted Bega Valley Shire Council 2025 – 29 Delivery Plan.
Frequently asked questions
Why is Council introducing an online booking system?
Council manages 36 community facilities, including 18 halls and 17 sporting venues, each with different booking and payment processes. These inconsistent methods create duplication, errors and compliance risks. An online system will streamline processes, improve transparency and ensure governance standards are met.
What benefits will the new system provide?
- Automated invoicing, payment collection, refunds, and bond processing
- Reduced manual steps and errors
- Real-time booking information for customers and committees
- Increased visibility online and greater community use of facilities
- Clear pricing and service details upfront.
How will this improve the customer experience?
Customers can book anytime, anywhere, view real-time availability, and easily reschedule or cancel bookings online. They will also see clear pricing and service details before confirming.
Will phone bookings still be available?
Yes. Phone bookings will continue to be available for community halls. Sportsgrounds will remain online only, as phone bookings are not currently available.
What does this mean for committees?
Committees will have access to up-to-date booking schedules, improving transparency and planning. They can still contact hirers, maintain relationship, and focus on hall activation and community events. The system removes administrative duplication, not community engagement.
Will committees lose control over their facilities?
No. Committees remain responsible for community engagement and activation. The system simply removes duplicated administrative tasks and ensures compliance.
How will cancellations and refunds be managed?
The system will process cancellations and refunds accurately and promptly, reducing delays and customer dissatisfaction.
Does this align with Council guidelines?
Yes. The system ensures compliance with governance and financial standards, eliminating risks associated with cash handling and inconsistent processes.
Is the system inclusive?
Yes. The system is designed to be inclusive. For community halls, alternative arrangements will be available for people who are not comfortable using online systems or do not have a debit card. Sportsground bookings will continue to be made online only, consistent with current practice.
Is the system secure?
Yes. The platform uses secure payment gateways and complies with industry standards for data protection and privacy.
When will the new system be available?
Implementation is a priority project in Council’s 2025–29 Delivery Plan. Rollout will occur progressively across facilities during 2025–26.
Will training or support be provided?
Yes. Council will provide training and resources for committees and staff, as well as user guides and help options for customers.
How is Council working with committees?
Council has been consulting with committees since June 2025 and will continue to collaborate throughout implementation to ensure a smooth transition.
How will Council support users who aren’t tech-savvy?
Council understands that not everyone is comfortable using online systems. Alternative options will remain available, including phone bookings and in-person assistance where needed. We will also provide step-by-step guides, FAQs, and support through Council staff to help users navigate the system.
Will there be costs for committees or users?
No additional costs will be introduced for committees or users as part of this change. User fees are listed in councils' fees and charges.
What happens if the system is down?
If the system experiences downtime, Council will have contingency processes in place to ensure bookings can still be managed. This includes manual entry by staff and phone support for customers. Any disruptions will be communicated promptly through Council’s website and social media channels.