Report-an-issue forms
Map pins, photo uploads and smart questions per issue type, on the website and any phone.
Council service request software & resident portals
Councils: reports that reach the right team first time. Fix more, forward less.
Residents ring about the same pothole all week. Emails bounce between departments, crews get jobs on paper and nobody tells the person who reported it what happened. We build service request, works, bookings and resident update systems for councils that route every report to the right team the first time. Then we host them and look after them.
Looking for council service request software that residents will actually use?
A council is dozens of services under one logo: roads, waste, parks, animal management, planning, community facilities, events and the customer service team fielding calls for all of them. Residents don't know or care which team owns a fallen branch. They just want to report it once and know someone's on it. Meanwhile the request lands in a shared inbox, gets retyped into the corporate system and the crew finds out on a printout two days later.
Wollopit builds custom council software around how your teams actually work. A resident drops a pin, snaps a photo and the report routes itself to the right team with the right priority. Crews get the job on a tablet, close it out with a photo and the resident gets an update without anyone picking up the phone. We connect to the corporate systems you already run, fill the gaps they leave and look after the lot on our own managed servers.
01The problems
What we hear from councils
Does your council have these problems? Here's how we'd fix them.
Most councils we talk to have good people and a corporate system that does the core job well. The trouble is everything around it: the inboxes, the phone notes, the spreadsheets and the paper that fill the gaps.
- The problemReports come in by phone with half the detailsCustomer service writes 'pothole near the shops' and the crew drives up and down Main Street looking for it.How we fix itAn online report-an-issue form with a map pin, photo upload and the right questions for each issue type.
- The problemEmails forwarded around the buildingA report goes to the general inbox, then to roads, then to parks, then back to roads. Days gone before anyone acts.How we fix itAutomatic routing by issue type and location, so the request lands with the team that owns it on the first go.
- The problemResidents never hear backThey report it, hear nothing and ring again. Then they post about it on the community Facebook page.How we fix itAutomatic status updates by SMS or email when a request is received, assigned, scheduled and done.
- The problemThe same pothole reported ten timesEvery report becomes a new request and three crews get sent to one hole.How we fix itDuplicate detection by location and issue type, with nearby reports grouped and everyone updated together.
- The problemPhotos stuck in phones and inboxesResidents email blurry photos that never make it into the request record.How we fix itPhoto uploads from any phone, attached straight to the request and visible to the crew in the field.
- The problemCrews working off paperJob sheets printed in the morning, scribbled on all day and typed back in when someone gets a chance.How we fix itMobile work orders on crew tablets with maps, photos, notes and close-out from the truck.
- The problemUrgent jobs treated like routine onesA dangerous tree over a footpath sits in the same queue as an overgrown nature strip.How we fix itPriority rules and service levels per issue type, with escalation alerts when something urgent goes quiet.
- The problemHall and sportsground bookings by emailHirers email for dates, staff check a spreadsheet, chase bond forms and send invoices by hand.How we fix itOnline facility bookings with live availability, hire conditions, insurance uploads, bonds and payments.
- The problemPermits stuck in PDF formsFootpath dining, event and skip bin permits printed, signed, scanned and emailed back in.How we fix itSmart online permit applications with document uploads, fees, approval steps and renewal reminders.
- The problemConsultation nobody hears aboutA draft plan goes on page six of the website and the same handful of people respond.How we fix itHave-your-say pages with maps, surveys, pin-drop comments and email or SMS alerts to residents who opt in.
- The problemStorms swamp the phonesAfter a big blow every line is ringing and staff copy details onto notepads.How we fix itAn event mode that switches on storm-specific forms, a live map of reports and bulk updates to affected areas.
- The problemReporting means a week in spreadsheetsCouncillors ask how fast potholes get fixed and someone spends days pulling numbers together.How we fix itLive dashboards for request volumes, response times, hot spots and team workloads, ready for council meetings.
02What we build
Solutions
What we build for councils. Usually all talking to each other.
Pick the one that's hurting most or join the whole lot up. Everything is built around how your team works, not the other way round.
Automatic routing
Requests sent to the right team by issue type, location and priority. No more forwarding.
Resident status updates
SMS and email when a request is received, assigned, scheduled and closed, with a photo of the fix.
Duplicate detection
Nearby reports of the same issue grouped into one job with every reporter kept in the loop.
Crew work orders
Jobs on tablets and phones with maps, photos, notes, materials used and close-out in the field.
Customer service console
One screen for phone and counter staff to log requests fast, see history and answer 'where's it up to?'
Resident portal
Residents track their requests, manage bookings and permits and choose how they hear from council.
Facility & sportsground bookings
Halls, meeting rooms, ovals and BBQ shelters with live availability, bonds, insurance and payments.
Online permits & applications
Footpath dining, events, skip bins and more with uploads, fees, approvals and renewals.
Have-your-say consultation
Project pages with surveys, map comments, submissions and opt-in alerts for residents.
Storm & emergency event mode
Event-specific forms, a live incident map and bulk updates to the streets affected.
Waste & bin service requests
Missed bins, damaged bins, bulky waste bookings and bin swaps routed to your waste contractor.
Animal management requests
Barking dog complaints, roaming animals and registrations with diaries and follow-up steps.
Request dashboards
Volumes, response times, overdue jobs and hot spot maps by ward, suburb and team.
Council website & what's on
Accessible, fast on mobile and easy for staff to update, with events, notices and service pages.
03The systems
The big ones
Your whole council, on one joined-up system.
These are the systems councils ask us about most. Each one works on its own and they get properly useful once they're talking to each other and to your corporate system.
Service requests
Report it once. It lands with the right team.
Residents drop a pin, pick the issue and snap a photo. The request routes itself by issue type, location and priority, so roads get the potholes and parks get the fallen branches without anyone forwarding an email.
- Map pin with address lookup
- Photo uploads from any phone
- Smart questions per issue type
- Routing by issue, location and ward
- Priority rules and service levels
- Duplicate detection by location
- Escalation when urgent jobs go quiet
- Customer service console for phone reports
- Sync to your corporate request system
- Accessible forms that work on any device
Field crews & work orders
Jobs on the tablet. Paper off the dashboard.
Crews see their jobs on a map, with the resident's photo and notes attached. They update progress, add before and after photos and close it out from the truck, so the office knows the moment a job is done.
- Daily job lists by crew
- Jobs on a map with directions
- Resident photos and notes attached
- Before and after photos
- Materials and time recorded
- Works offline in patchy coverage
- Reassign jobs between crews
- Close-out triggers resident update
- Safety checklists before starting
- Completed jobs pushed to your corporate system
Resident updates & portal
Residents in the loop. Phones a lot quieter.
Every request sends updates on its own as it moves along, finishing with a photo of the fix. Residents can log in to track their requests, bookings and permits in one place and pick how they want to hear from council.
- SMS and email status updates
- Photo of the completed fix
- Track requests without ringing
- One login for requests, bookings and permits
- Grouped updates for duplicate reporters
- Opt-in alerts by suburb
- Plain-English status steps
- Feedback after a job closes
- Multilingual message templates
- Privacy settings residents control
Bookings & permits
Halls, ovals and permits booked without the email chain.
Hirers see live availability, read the conditions, upload their insurance and pay online. Permits run through proper approval steps with fees and renewal reminders, so staff stop chasing forms and start approving them.
- Halls, rooms, ovals and BBQ shelters
- Live availability calendar
- Regular hirer and seasonal bookings
- Insurance and document uploads
- Bonds, fees and online payments
- Key and access code handover
- Permit applications with approval steps
- Conditions and approvals sent automatically
- Renewal reminders
- Invoices synced to your finance system
Community engagement
Consultation that more than six people find.
Every project gets a proper have-your-say page with plain-English info, surveys and a map residents can drop comments on. Residents who opt in hear about projects in their suburb and staff get the submissions sorted and ready for the report.
- Project pages with plain-English summaries
- Surveys and quick polls
- Pin-drop comments on maps
- Formal submissions with uploads
- Opt-in alerts by suburb or topic
- Pop-up session bookings
- Zoom info sessions
- Submissions tagged by theme
- Close-the-loop updates
- Exports ready for council reports
Storm mode & dashboards
When the storm hits, you can see it all on one map.
Switch on event mode and storm-specific forms go live, every report lands on a live map and crews get sent where they're needed most. Day to day the same dashboards show volumes, response times and hot spots for councillors and managers.
- One-click storm and flood event mode
- Event-specific report forms
- Live map of every report
- Triage by hazard and priority
- Bulk updates to affected streets
- Crew dispatch from the map
- Response times by team and issue
- Hot spot maps by suburb and ward
- Overdue and escalated jobs
- Council meeting reports in a click
04How it changes
Before and after
A storm clean-up, wolloped.
Here's how the morning after a big storm could change. Every council runs differently, so we map yours first.
Before
- Every phone line ringing from 7am
- Staff scribbling addresses on notepads
- Emails forwarded between roads and parks
- The same fallen tree reported thirty times
- Crews sent out with printed lists
- Residents posting on Facebook asking if anyone's coming
After
- Storm mode switched on with one click
- Residents report with a pin and a photo
- Reports routed to the right team automatically
- Duplicates grouped into one job
- Crews dispatched from a live map
- Affected streets updated by SMS as jobs close
05Services
Everything under one roof
Software, websites and systems for councils.
Whether you're starting fresh or upgrading what you've got, it's one team from the first sketch to the support call.
Custom software for councils
Built around how your council actually runs: report-an-issue forms, automatic routing and the admin in between, in one system you own.
Websites for councils
Fast, hand-built websites that rank for the searches your customers make and turn visits into enquiries, bookings or orders.
Council system upgrades
Running on spreadsheets, old software or a platform you've outgrown? We move your data across and upgrade in stages so the business never stops.
Apps and portals for councils
Resident status updates and duplicate detection: customer and staff portals that work on any phone without an app store.
Integrations and automation
We connect TechnologyOne, Civica Authority and Infor Pathway so information moves on its own and nobody retypes it.
Hosting, support and care
Managed hosting, updates, backups and security for your council, looked after by the people who built it.
06Integrations
Connections
Plays nicely with what you already use.
We connect to the corporate systems you rely on, work alongside the platforms that are doing their job and fill the gaps they leave.
- TechnologyOne
- Civica Authority
- Infor Pathway
- Merit CRM
- Snap Send Solve
- Esri ArcGIS
- Google Maps
- Microsoft 365
- Microsoft Dynamics 365
- Salesforce
- Content Manager
- Objective
- Google Workspace
- Twilio SMS
- Mailchimp
- Stripe
- Eventbrite
- Humanitix
- Zoom
- EngagementHQ
07How we work
The process
Some people dip their toe in. We turn up in a rebreather.
We get properly below the surface of your council: the systems, the busy days and the jobs everyone hates. Then we fix the bits that matter most first.
- 01
Think
We sit with customer service, ride along with a crew and talk to the team leads, then work out where requests actually get stuck.
- 02
Archi-tech
We plan it before writing code: issue types, routing rules, service levels, your corporate system links, privacy, hosting and cost.
- 03
Build
Real engineering, shown to you early and often. Usually the most painful bit first, so you get a win before the next storm season.
- 04
Look after
We host it, maintain it and keep improving it. When something breaks you call the people who built it.
08Questions
FAQ
Things councils ask us.
Something else on your mind? Ring 0423 011 252 and ask the people who'd build it.
Can it connect to our existing request system?
Yes, where it has an API. We work with systems like TechnologyOne, Civica Authority and Infor Pathway. If there's no API we can export requests in the format your teams already use.
Do we have to replace our corporate system?
No. If your corporate system is doing its job, we build around it. The forms, routing, crew app and resident updates sit on top and pass the records through. If something is holding you back, we'll show you what replacing it would involve before anything changes.
How does duplicate detection work?
When a new report comes in we check for open requests of the same type nearby. Matches are grouped into one job so only one crew goes out. Everyone who reported it still gets the updates.
Will it work for residents who don't use smartphones?
Yes. Customer service staff log phone and counter reports in the same system with the same map, so those residents get the same routing and can choose SMS or email updates.
Is it accessible?
We build to WCAG accessibility guidelines, so forms work with screen readers and keyboards and stay readable on small screens.
What about privacy and security?
We plan it with your IT and governance teams up front: what's collected, who can see it, how long it's kept and where it's hosted. Residents' details stay out of public views.
Can you work within our procurement process?
Yes. We provide a clear written scope and quote that fits your process, whether that's a quick quote or a formal response.
How much does a council system cost?
It depends on what you need, so we quote up front once we understand it. No surprise invoices, no lock-in and you own what we build.
How long does it take?
Smaller jobs like a report-an-issue form with routing can be quick. Bigger systems are planned in stages so you get the first win early instead of waiting for everything at once.
Who looks after it once it's built?
We do. We host it on our own managed servers and keep it updated and secure. When you need something you ring the people who built it.
We already have systems. Can you upgrade them instead of starting again?
Usually, yes. Most councils we work with keep what's working and upgrade the rest in stages. We move your data across, connect the old and new while we switch and retire the old system only when the new one is proven.
Contact
Got a council problem? Consider it wolloped.
Tell us what's slow, broken, manual or missing. You don't need a spec, just describe what's going on.