800+ applications
processed without manual data entry
Challenge
In 2025, the Department of Internal Affairs (DIA) introduced significant changes to New Zealand’s Rates Rebate program, requiring local councils to take on the burden of a number of application processing challenges that included:
- A retired online submission portal: The electronic Rebate Management System (eRMS) became readonly; online submissions replaced with monthly spreadsheets
- New eligibility criteria: The introduction of Super Gold Card status as a calculation variable
- Monthly reporting requirements: Consolidated refund requests due within five days of month-end
- Seven-year retention mandate: All applications and supporting documents now subject to DIA audit
For Wellington City Council, these changes meant staff would need to manually validate, calculate, enter, and report on thousands of annual applications—a massive administrative burden that would divert resources from other critical services.
