Customer Booking System Business Case

The Challenge

The Botanic Gardens of Sydney has relied on the Priava system for customer bookings and payment processing. However, the system was deemed no longer fit for purpose due to its inability to automate repetitive tasks, unsatisfactory IT general controls, significant manual data entry, and heightened privacy and financial risks. These issues negatively impact revenue potential and attendance levels, prompting the need for a new solution.

The Action

Polis Partners was engaged to develop the business case which included economic and financial modelling to assess the costs and benefits of implementing a new system for customer bookings. The business case included an assessment of the current state of the booking system to better understand actions taken to date and collect required data from Botanic Gardens of Sydney.

The business case articulated the opportunities, issues, actions, outcomes and impacts in the form of an investment logic map. A long list of options were developed and distilled to a short list of options which delivered the most positive outcomes. A cost benefit analysis was used to assess each of the short listed options to determine which delivered the best value for money.

The Results

Polis Partners’ business case enabled Botanic Gardens of Sydney to secure funding for a new booking system by demonstrating clear operational, financial, and customer service benefits. The system is now in place, delivering improved efficiency, reduced risk, and cost savings.