Tauranga City Council - Best Tech Awards 2025 Intelligent ERP
Tauranga City Council: Powering faster, smarter city services with next-gen ERP Download the DocumentSAP Australia and New
Zealand Best Tech Awards
2025
Zealand Best Tech Awards
2025
Best Tech SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Government https://www.tauranga.govt.nzCity administration SAP S/4HANA Cloud, Private Edition
Tauranga City Council delivers essential services to more than 160,000 citizens across one of New Zealand’s fastest-growing regions. With over 40 diverse business units, the
Council faced growing pressure to operate more efficiently, share information more easily, and make faster, better-informed decisions.
At the heart of the challenge was a legacy, 25-year-old ERP system – fragmented, inflexible, and costly to maintain. To modernise operations, the Council is moving to SAP
S/4HANA Cloud Private Edition as a next-generation ERP foundation. The shift is replacing manual workarounds with integrated, automated processes that improve data
accuracy, reduce duplication, and enable real-time insights.
Starting with core revenue functions like rates and land management, the new platform has already delivered measurable gains in productivity and transparency. With a
scalable ERP backbone now in place, Tauranga City Council is building momentum for further innovation – improving outcomes for staff, stakeholders, and the wider
community.
Tauranga City Council: Powering faster, smarter
city services with next-gen ERP
Intelligent ERP
Industry WebsiteProduct and Services Featured SAP Solutions
Government https://www.tauranga.govt.nzCity administration SAP S/4HANA Cloud, Private Edition
Tauranga City Council delivers essential services to more than 160,000 citizens across one of New Zealand’s fastest-growing regions. With over 40 diverse business units, the
Council faced growing pressure to operate more efficiently, share information more easily, and make faster, better-informed decisions.
At the heart of the challenge was a legacy, 25-year-old ERP system – fragmented, inflexible, and costly to maintain. To modernise operations, the Council is moving to SAP
S/4HANA Cloud Private Edition as a next-generation ERP foundation. The shift is replacing manual workarounds with integrated, automated processes that improve data
accuracy, reduce duplication, and enable real-time insights.
Starting with core revenue functions like rates and land management, the new platform has already delivered measurable gains in productivity and transparency. With a
scalable ERP backbone now in place, Tauranga City Council is building momentum for further innovation – improving outcomes for staff, stakeholders, and the wider
community.
Tauranga City Council: Powering faster, smarter
city services with next-gen ERP
Intelligent ERP
Challenges
Tauranga City Council recognised that its existing ERP system had become an obstacle to effective service delivery and organisational growth, prompting the
decision to modernise its core systems. The legacy platform, developed over twenty years ago, was no longer suitable. Its design and performance failed to meet
the demands of a rapidly growing council, with excessive manual workarounds hindering productivity and efficiency.
Instead of merely addressing system failures, the council shifted its focus to a broader question: how could it better serve its community, streamline operations, and
establish a foundation for a more agile, future-proof organisation?
Primary factors driving the change included:
• Non-scalable architecture
Originally built for smaller councils, the ERP system could not accommodate Tauranga City’s expansion and future requirements.
• Fragmented systems and processes
Over 40 business units operated with their own tools, data models, and workflows, limiting cross-council visibility and lacking a unified source of truth.
• Data and reporting reliability issues
Inconsistent processes and unintegrated systems meant even basic reporting required extensive reconciliation, often involving multiple personnel and
spreadsheets.
• Manual interventions in critical revenue functions
Essential operations like rates and land management relied heavily on manual processes, leading to inefficiencies, inconsistencies, and increased risk of error.
• Key person dependency and system vulnerability
Only a few individuals understood how to maintain or interpret the outdated system, posing threats to business continuity and impeding organisational change.
Rather than simply transferring existing issues to a new platform, the Council leveraged this transformation to rethink its operations, aiming to simplify, standardise,
and enhance service delivery effectively.
Tauranga City Council recognised that its existing ERP system had become an obstacle to effective service delivery and organisational growth, prompting the
decision to modernise its core systems. The legacy platform, developed over twenty years ago, was no longer suitable. Its design and performance failed to meet
the demands of a rapidly growing council, with excessive manual workarounds hindering productivity and efficiency.
Instead of merely addressing system failures, the council shifted its focus to a broader question: how could it better serve its community, streamline operations, and
establish a foundation for a more agile, future-proof organisation?
Primary factors driving the change included:
• Non-scalable architecture
Originally built for smaller councils, the ERP system could not accommodate Tauranga City’s expansion and future requirements.
• Fragmented systems and processes
Over 40 business units operated with their own tools, data models, and workflows, limiting cross-council visibility and lacking a unified source of truth.
• Data and reporting reliability issues
Inconsistent processes and unintegrated systems meant even basic reporting required extensive reconciliation, often involving multiple personnel and
spreadsheets.
• Manual interventions in critical revenue functions
Essential operations like rates and land management relied heavily on manual processes, leading to inefficiencies, inconsistencies, and increased risk of error.
• Key person dependency and system vulnerability
Only a few individuals understood how to maintain or interpret the outdated system, posing threats to business continuity and impeding organisational change.
Rather than simply transferring existing issues to a new platform, the Council leveraged this transformation to rethink its operations, aiming to simplify, standardise,
and enhance service delivery effectively.
Solution
To streamline operations and support long-term growth, Tauranga City Council embarked on modernising its outdated, fragmented and inflexible ERP system.
After successfully migrating finance, leasing, and core master data such as customer and property information, the council progressed to migrating its revenue
and collection processes, beginning with rates and land management, which represent over 50% of its total revenue.
Managing ratings within a council presents unique challenges, addressed by leveraging S/4 Hana Public Sector Collections and Distributions (PSCD), real
estate, and business partner capabilities to effectively oversee the city’s rateable properties while ensuring compliance with legislation and accurate billing of
ratepayers. Additionally, PSCD facilitated bulk billing and collections automation, significantly enhancing process efficiency. The project also introduced a shift
to cashless payments and the development of a BTP-based over-the-counter payment solution to complement the new billing and collections system.
SAP S/4Hana Cloud Private Edition provided the necessary flexibility, security, and performance to replace antiquated rating and land management workflows,
substantially reducing manual effort.
Close collaboration between Gravity IT, Tuffery Migration & Cutover, and an internal project team comprising members from Digital, Finance, Rating, Land
Management, and Customer Services teams ensured the platform met real operational requirements. Given the critical nature of accuracy, a parallel rates
assessment alongside a robust data migration process validated data integrity and safeguarded revenue prior to go-live. With business leaders actively
involved throughout the project, change management was embedded into delivery rather than treated as an afterthought.
Key solution highlights
• Out-of-the-box automation and reengineered processes utilising SAP best practices to simplify complexity and minimise custom development
• Phased implementation beginning with finance, leasing, and master data before progressing to the more intricate rates system, reducing risk and enabling
early validation
• Embedded business ownership fostering adoption and building internal expertise from the outset
• Clean data migration aligned with SAP structures to enhance accuracy and mitigate legacy issues
• Scalable foundation designed for future integrations with GIS, licensing, asset management, and additional systems
Tauranga City Council now benefits from a modern, reliable platform that supports innovation, enhances service delivery, and underpins the city’s ongoing
growth.
To streamline operations and support long-term growth, Tauranga City Council embarked on modernising its outdated, fragmented and inflexible ERP system.
After successfully migrating finance, leasing, and core master data such as customer and property information, the council progressed to migrating its revenue
and collection processes, beginning with rates and land management, which represent over 50% of its total revenue.
Managing ratings within a council presents unique challenges, addressed by leveraging S/4 Hana Public Sector Collections and Distributions (PSCD), real
estate, and business partner capabilities to effectively oversee the city’s rateable properties while ensuring compliance with legislation and accurate billing of
ratepayers. Additionally, PSCD facilitated bulk billing and collections automation, significantly enhancing process efficiency. The project also introduced a shift
to cashless payments and the development of a BTP-based over-the-counter payment solution to complement the new billing and collections system.
SAP S/4Hana Cloud Private Edition provided the necessary flexibility, security, and performance to replace antiquated rating and land management workflows,
substantially reducing manual effort.
Close collaboration between Gravity IT, Tuffery Migration & Cutover, and an internal project team comprising members from Digital, Finance, Rating, Land
Management, and Customer Services teams ensured the platform met real operational requirements. Given the critical nature of accuracy, a parallel rates
assessment alongside a robust data migration process validated data integrity and safeguarded revenue prior to go-live. With business leaders actively
involved throughout the project, change management was embedded into delivery rather than treated as an afterthought.
Key solution highlights
• Out-of-the-box automation and reengineered processes utilising SAP best practices to simplify complexity and minimise custom development
• Phased implementation beginning with finance, leasing, and master data before progressing to the more intricate rates system, reducing risk and enabling
early validation
• Embedded business ownership fostering adoption and building internal expertise from the outset
• Clean data migration aligned with SAP structures to enhance accuracy and mitigate legacy issues
• Scalable foundation designed for future integrations with GIS, licensing, asset management, and additional systems
Tauranga City Council now benefits from a modern, reliable platform that supports innovation, enhances service delivery, and underpins the city’s ongoing
growth.
Impact
99.99% accuracy
Match rate between legacy
and new system during dual-
rates testing
95% time saving
Direct debit recalculations
reduced from 5 days to just
2.5 hours
87% satisfaction
Council rating experts
reported high satisfaction
using the new system
By adopting SAP S/4HANA Cloud Private Edition, Tauranga City Council has revolutionised its management of essential revenue and collection processes. The team has replaced
laborious manual tasks with faster, more precise, and streamlined workflows, enhancing everyday operations and community service delivery.
Key outcomes:
Faster, more efficient processes
Tasks that once took hours or days are now completed in minutes. For example, rates assessments have been reduced from 2.5 hours to just 25 minutes, while direct debit
recalculations, which previously occupied staff for five days, now take only 2.5 hours. This shift has significantly decreased administrative burdens, allowing staff to concentrate on
higher-value activities. A dramatic improvement was also observed in handling Notices of Change; what was once a heavily manual process taking 7 to 15 minutes per request has
been automated to process 60 requests per minute. The most substantial, albeit harder to quantify, enhancement is in Collections and debt management, which is now fully
automated, freeing staff to focus on genuine ratepayer inquiries.
Enhanced employee satisfaction
Staff morale has improved considerably, with 90% of those involved in testing expressing high satisfaction with the new system. Employees feel more confident, productive, and
supported, especially regarding rates assessments and invoicing.
Improved data accuracy and reliability
Transitioning to SAP uncovered previously unnoticed data quality issues, particularly with geographical information. Correcting these errors ensured accurate billing, safeguarded
critical revenue streams, and strengthened community trust. This is exemplified by the increase in banking payment matching accuracy, from around 80% under the prior system to
96%, resulting in faster allocation of payments with reduced manual intervention.
With these smarter, simplified processes now established, Tauranga City Council is well-positioned to continue advancing. By eliminating inefficiencies and ensuring data integrity, the
council can confidently enhance services, respond more swiftly to community needs, and reinvest savings back into the city.
96% banking auto
matching
Auto matching of payments
received since
implementation has increased
from 80% to 96%
Property Notice of
ownership Change
Normal processing time took
7-15 minutes per request; SAP
is 1 minute to load 60. On
average there are 3000+ p.a.
99.99% accuracy
Match rate between legacy
and new system during dual-
rates testing
95% time saving
Direct debit recalculations
reduced from 5 days to just
2.5 hours
87% satisfaction
Council rating experts
reported high satisfaction
using the new system
By adopting SAP S/4HANA Cloud Private Edition, Tauranga City Council has revolutionised its management of essential revenue and collection processes. The team has replaced
laborious manual tasks with faster, more precise, and streamlined workflows, enhancing everyday operations and community service delivery.
Key outcomes:
Faster, more efficient processes
Tasks that once took hours or days are now completed in minutes. For example, rates assessments have been reduced from 2.5 hours to just 25 minutes, while direct debit
recalculations, which previously occupied staff for five days, now take only 2.5 hours. This shift has significantly decreased administrative burdens, allowing staff to concentrate on
higher-value activities. A dramatic improvement was also observed in handling Notices of Change; what was once a heavily manual process taking 7 to 15 minutes per request has
been automated to process 60 requests per minute. The most substantial, albeit harder to quantify, enhancement is in Collections and debt management, which is now fully
automated, freeing staff to focus on genuine ratepayer inquiries.
Enhanced employee satisfaction
Staff morale has improved considerably, with 90% of those involved in testing expressing high satisfaction with the new system. Employees feel more confident, productive, and
supported, especially regarding rates assessments and invoicing.
Improved data accuracy and reliability
Transitioning to SAP uncovered previously unnoticed data quality issues, particularly with geographical information. Correcting these errors ensured accurate billing, safeguarded
critical revenue streams, and strengthened community trust. This is exemplified by the increase in banking payment matching accuracy, from around 80% under the prior system to
96%, resulting in faster allocation of payments with reduced manual intervention.
With these smarter, simplified processes now established, Tauranga City Council is well-positioned to continue advancing. By eliminating inefficiencies and ensuring data integrity, the
council can confidently enhance services, respond more swiftly to community needs, and reinvest savings back into the city.
96% banking auto
matching
Auto matching of payments
received since
implementation has increased
from 80% to 96%
Property Notice of
ownership Change
Normal processing time took
7-15 minutes per request; SAP
is 1 minute to load 60. On
average there are 3000+ p.a.
“”"As we transition to the SAP S/4HANA Cloud Private Edition, we are not just modernizing our ERP system; we
are fundamentally transforming the way we operate. This new platform allows us to streamline our
processes, enhance data accuracy, and improve transparency. The measurable gains in productivity and the
ability to make faster, better-informed decisions are already evident. We are excited about the future and the
continued innovation this system will enable, ultimately benefiting our staff, stakeholders, and the wider
community.“
Tauranga City Council
Chief Financial Officer
are fundamentally transforming the way we operate. This new platform allows us to streamline our
processes, enhance data accuracy, and improve transparency. The measurable gains in productivity and the
ability to make faster, better-informed decisions are already evident. We are excited about the future and the
continued innovation this system will enable, ultimately benefiting our staff, stakeholders, and the wider
community.“
Tauranga City Council
Chief Financial Officer