As online parking infringement appeals increased, Warrnambool City Council faced a growing workload and a manual review process that contributed to turnaround times of around 75 days, close to the 90-day deadline.
Working with Amazon Web Services and AWS Partner Symphony3, the council built an agentic AI solution that brings together ticket, parking, and case management data for officer review. The solution has reduced the time officers spend reviewing each appeal by around 80 percent, while residents receive decisions in 7 days compared with about 75 previously. Each recommendation is supported by an auditable record, and officers spend less time gathering information manually.
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