Case study:

Shire of Victoria Plains, WA

Council profile

The Shire of Victoria Plains: A local council at the heart of WA’s Wheatbelt.

The Shire of Victoria Plains is a local government area in the Wheatbelt region of Western Australia, about 160 kilometres north of Perth. It spans 2,569 square kilometres and serves a wide area of rural communities, with its administrative centre located in the town of Calingiri.

The council manages a broad range of services with a small, multi-tasking team. 

To support their long-term operational needs, the Shire made the decision to upgrade its outdated computer system and invest in a modern ERP. 

This decision wasn’t just about replacing old software; it was a long-term commitment to improve internal systems, support staff, and create efficiencies across core areas like finance, records, and customer service.

Regional and Demographic Snapshot

• Location: 160 km north of Perth, Western Australia

• Land Area: 2,569 square kilometres

• Population: 802 residents (2021 Census)

• Key Towns: Calingiri, Bolgart, Piawaning, Gillingarra, Mogumber, New Norcia, Yerecoin

• Cultural Significance: Traditional lands of the Yued Noongar people

A long-term vision, supported by technology

As a regional council with limited access to IT specialists, the Shire needed a system that was robust, secure, and easy to use. It also needed strong vendor support and flexibility to evolve. Moving to a cloud-based ERP formed part of a broader long-term vision, one that would reduce reliance on in-house infrastructure and position the council to scale and adapt over the next 10 to 15 years.

What the Shire set out to achieve

From the outset, the Shire had a clear view of what a successful project would deliver:

• Streamlined processes that save time,

• Financial reporting that’s fast, accurate, and easy to produce,

• Staff who feel confident and supported,

• A system that continues to improve and grow with them over time,

• A support model that provides clear answers and responsive service,

• Better outcomes for the community.

The ERP rollout was designed to set the Shire up for the next decade, not just with better tools, but with a stronger foundation for everything they do.

Why CouncilFirst was chosen

The Shire selected CouncilFirst based on several factors. One of the biggest was the positive feedback from other councils, which highlighted both the strength of the technology, and the support provided throughout implementation and beyond.

Another drawcard was the Microsoft-based platform, which offered familiarity for staff and helped ease adoption. The records system, for example, mirrors a similar structure to everyday Microsoft folders, making it easier for people to adapt without extensive training.

As a true ERP, CouncilFirst also offers the ability to add new features as needed, supporting the Shire’s plan for continuous improvement. Other solutions on the market didn’t provide the same level of flexibility or cost-effectiveness, particularly for a small council.

CouncilFirst’s deep understanding of local government and its focus on long-term support made it the right fit.

Challenges

Why change was necessary

Before moving to CouncilFirst, the Shire of Victoria Plains was working with a legacy system that no longer met the needs of a modern council. Tasks that should have been simple were slow, fragmented, and hard to track. 

As the Shire looked ahead to the next decade, it became clear that their existing tools weren’t built to keep up.

The council needed a new foundation: one that was user-friendly, secure, and flexible enough to grow with them. With no in-house IT specialists, limited time for training, and pressure to meet critical deadlines, change wasn’t optional but rather essential.

Key challenges faced by the Shire were:

• An ageing legacy system: The Shire’s previous software was approaching its use-by date. It wasn’t keeping up with day-to-day needs and had no clear path for future development.

• Manual, paper-heavy processes: Key tasks across finance, records, and service delivery relied on spreadsheets, shared drives, or, on occasion, paper notes. This made it difficult for teams to collaborate and left room for error.

• Poor visibility across departments: Without a centralised system, staff had limited insight into service requests, budgeting, or project progress. There was no clear way to track what was happening or what had been completed.

• Inadequate vendor support: The Shire received minimal assistance from its provider, making it difficult to resolve issues or adapt the system to their evolving needs.

• Limited internal IT support: As a small regional council, Victoria Plains had no dedicated, in-house IT team. This also meant any new system had to be easy to use, easy to support, and backed by a partner they could rely on.

• Disorganised records and version control: Files were stored across multiple locations and servers. Staff often struggled to find the right version of a document or locate the file at all.

• Strained financial workflows: Tasks like bank reconciliation and reporting involved multiple manual steps. There was little confidence in the accuracy of outputs, and processes often had to be repeated or corrected.

• A need for future-ready infrastructure: The Shire wanted a system that could evolve, something stable and secure today, but flexible enough to support AI, automation, and additional capabilities in the future.

With these challenges mounting, the Shire needed an ERP system that would make everyday work simpler and help staff feel more in control. 

The right solution would bring structure to key processes, reduce the admin burden, and support the council as it continued to grow and adapt.

Solution

A full end-to-end ERP rolled out in two key phases

To move away from manual workarounds and disconnected systems, the Shire needed something reliable, structured, and easy to use. 

CouncilFirst delivered a full end-to-end ERP designed for local government, rolled out in two clear phases over 12 months:

Phase one 

This phase focused on Records Management and Customer Requests Management (CRMS) - two areas where the Shire wanted to see quick wins. 

These systems helped bring order to everyday tasks, made it easier to manage community requests, and gave staff better visibility into what was happening across teams.

Phase two 

Phase two introduced Financial Management, including Procurement and Budgeting, Payroll and Employee Self-Service (ESS), and Property and Rates. 

This stage focused on continuously improving financial reporting, cutting down on manual steps, and helping the team stay on top of budgets, payments, and approvals.

Together, these systems laid the groundwork for more consistent processes, less paper handling, and better access to information across the board.

Challenges during the implementation

For the Shire of Victoria Plains, moving to a new system wasn’t just a technical shift, but rather a significant operational change for a small team. 

With no internal IT staff, limited time for training, and pressure to meet deadlines, the rollout came with some challenges.

Key hurdles faced by the Shire during the implementation were:

• Limited staff capacity during rollout: With a small team needing to continue their day-to-day operations, there wasn’t much capacity to solely focus on system setup or testing. Most staff were learning as they went while keeping council services running.

• Refresher training needed: Initial training sessions took place before the system was fully in use. By the time staff applied what they’d learned, some follow-up support to reinforce key concepts and processes was required. This was particularly true for the finance team, who were working with new concepts like Chart of Accounts, jobs, and dimensions, while under pressure to meet audit and reporting deadlines.

• Tight timeline for rates: The need to issue rates shortly after go-live required tight coordination and planning. This meant CouncilFirst had to work closely with the Shire to meet critical configuration and testing milestones within a condensed timeframe.

• Change management: As with any major system transition, the finance team needed time to build confidence with new processes and setup tasks. Some early entries required refinement, and reporting initially took a little longer while the team familiarised themselves with the new system.

• Limited IT support during rollout: As mentioned, without a dedicated internal IT team, the Shire depended on CouncilFirst to manage system setup, address technical issues, and support staff through go-live. This support was essential to keeping the project on track and ensuring the system was ready for key milestones.

Rolling out a new system while managing core services was never going to be simple. 

For a small council like Victoria Plains, some of these growing pains were real and at times, disruptive. But working through them was a necessary part of the process. 

When the groundwork had been laid, what the Shire needed next was a steady path forward.

Laying the foundation with records and CRMS

The Records module was the first to go live. CouncilFirst delivered on-site training to support the rollout, and all staff were transitioned to the new system at the same time. The system mirrored familiar folder structures, making it easier for staff to learn and navigate.

The CRMS module followed shortly after, replacing manual request tracking with a digital system. It allowed the council to log, assign, and monitor the handling of correspondence and service requests using structured workflows.

Bringing structure to finance and procurement

The second phase of the rollout focused on CouncilFirst’s Procure-to-Pay module, which was introduced to support procurement, approvals, invoicing, and supplier tracking in one integrated system. 

The module was designed to help the Shire manage its purchasing and payment processes in a more consistent and transparent way.

Key features included:

• Automated approval workflows to reduce reliance on manual sign-offs.

• Invoice matching and accounts payable integration.

• Centralised contract and supplier tracking.

• Real-time links between procurement activity and the Shire’s budgeting system.

The system was implemented alongside CouncilFirst’s core financial tools, helping to establish a single source of truth across procurement and reporting.

Delivering rates on time

The Rates module was delivered as part of the second phase of implementation. While the timeline was tight, CouncilFirst worked closely with staff to complete the configuration, ensuring the system was ready in time to support the Shire’s statutory requirements.

The module was used to issue rates notices and support interim rating. The structure introduced during implementation helped simplify modelling and generation, setting the foundation for future use.

A strong partnership through every stage

The Shire and CouncilFirst worked in close partnership from start to completion. 

The Shire relied on CouncilFirst for technical setup, troubleshooting, and support throughout the rollout. And CouncilFirst stayed actively involved by helping staff navigate system configuration, responding to urgent questions, and stepping in during high-pressure moments like rates generation and audit preparation.

During the collaboration between the Shire and CouncilFirst, challenges were addressed openly, solutions were shaped in real time, and staff feedback helped to make improvements along the way. 

For a small regional council, that level of support made a meaningful difference and laid the foundation for a long-term relationship built on trust, responsiveness, and shared progress.

Results

Key outcomes achieved

After implementing the ERP system, the Shire of Victoria Plains saw clear improvements across records, customer service, finance, and rates. 

Staff now work with greater structure, better visibility, and more confidence in the systems they use every day.

The positive impact included:

Records Management

• Organised, centralised records: Documents are now stored in one structured system with version control and access controls.

• Microsoft-style folder layout: Improved access to information through familiar folder structures has made it easier for staff to adjust and manage documents.

• Easy transition from shared drives: Staff no longer rely on network folders or local files to store official records.

• Faster document access: Information is easier to find, retrieve, and manage across the organisation.

• Secure councillor and executive access: Agendas, legal documents, and sensitive files can be accessed securely without relying on multiple systems.

• Accurate version control: Staff can work from the correct version of a document with greater confidence.

CRMS (Customer Requests)

• Digital service request tracking: Manual methods like paper notes and spreadsheets have been replaced with structured workflows that allow staff to log, assign, and monitor requests.

• Improved accountability: Staff can monitor deadlines and progress, with better visibility into each request.

• Data-driven service insights: Monthly summaries provide councillors with request volumes, categories, and response times.

• Better internal coordination: Teams are now working within a shared system, making it easier to follow up and close the loop on correspondence and service tasks.

Finance and Procurement

• Integrated financial operations: Procurement, invoicing, and approvals are managed through one connected system.

• Automated workflows: Manual approval chains have been replaced by automated routing and notifications.

• Real-time budget tracking: Staff can view commitments and expenses as they happen.

• Improved audit readiness: Financial data is easier to access and organise during audit cycles.

• Simplified financial reporting: Reports are more consistent, with less time spent chasing data.

• Centralised supplier and contract tracking: Vendor records are maintained in one place, with fewer silos across teams.

• Better understanding of setup and structure: After a full reporting cycle, finance staff are more familiar with accounts, jobs, and reporting dimensions.

• Increased confidence in financial systems: Teams are more comfortable preparing budgets and reports within the new environment.

Property and Rates

• On-time rates delivery: Rates notices were issued on schedule using the CouncilFirst system.

• Simplified modelling and generation: The structure introduced during rollout helped make rates modelling faster and more manageable.

• Positive foundation for future use: The rates system is now in place and continues to evolve, with future refinements planned.

Staff Confidence and Training

• Consistent digital workflows across teams: Staff in records, finance, and service delivery now follow structured, digital processes.

• Staff working with greater confidence: Teams are more comfortable using the system across core areas.

• Improved day-to-day efficiency: Staff report fewer workarounds, clearer task tracking, and better access to the tools they need.

With an end-to-end modern ERP system in place, the Shire can now manage records, requests, rates and financial tasks in a more organised way. Staff can find what they need, stay on top of deadlines, and work with more confidence across the board.

Conclusion

Key Takeaways

The Shire of Victoria Plains set out to replace an outdated system with something that could support staff, simplify core tasks, meet critical milestones, and prepare the council for the years ahead.

What they now have is a platform that brings structure to daily work, improves oversight, and helps teams focus on what matters - serving the community.

Take the next step

Every council has different systems, but the same need for clarity, structure, and support. If you're reviewing how your organisation manages information, approvals, or service requests, it might be time to rethink the tools behind them.

CouncilFirst works with local governments to deliver ERP solutions that are purpose-built, easy to use, and built to last. Contact us today to learn more.