Service review research project
SmartGov undertook research for the Australian Centre of Excellence for Local Government, exploring service review methodologies across Australia. The comprehensive analysis examined the processes and outcomes of service reviews conducted by councils.
Service review kit
Our service review kit has been provided to all Queensland councils, funded by the State Government under its Local Government capacity building program. The kit has also been purchased and utilised by many other councils across Australia.
Asset maintenance maturity assessment
We developed a maintenance maturity assessment framework, to gauge the level of maturity of current maintenance management practices and identify improvement opportunities.
University course on service enhancement
We developed and coordinated a University of Technology Sydney (UTS) course on reviewing and enhancing local government services, and also incorporated service review methodologies into other university programs.
Service delivery review manual
We contributed to the development of a comprehensive service delivery review manual for a Government agency, drawing upon findings from our research work.
Online networking forum
We established and coordinated an online networking and resource sharing forum. The group was dedicated to the ongoing review and improvement of services.
Services and activities review framework
We developed and implemented a services and activities review framework for a Tasmanian City Council. Training workshops were also held on asset management and procurement services.
Organisation-wide service review program
We designed and facilitated an organisation-wide service review program for a large NSW Council. Sixty-five services were reviewed with over $4 million in savings.
Service review guidelines
We worked with the UTS Centre for Local Government to establish service review guidelines at a Sydney metropolitan Council. Comprehensive training workshops were conducted as part of this work.
Pilot service reviews
We undertook pilot reviews to embed a new service review framework. The reviews covered city parks, recreation, community and cultural development services. We also undertook a peer assessment of development application service review.
City assets division restructure
We participated in a review and restructure of an assets division including identifying issues and opportunities for improvement.
Vegetation maintenance review
A review of vegetation maintenance service and activities identified improvements to processes, budgets and levels of service.
Integration of WHS and risk management
A review of WHS and risk management to achieve greater alignment and integration included an assessment of processes and procedures, and development of a new enterprise risk management framework.
Development of capital works system
A new system was developed for managing capital works programs. This covered all aspects including business case, planning, whole-of-life costing, design, risk management, construction, and commissioning.
Forward capital work system
A forward capital works workbook system was developed for planning and managing 10-year programs. The system was aligned with the long-term financial plan to ensure funding was identified.
Rates and debt management review
Facilitated an in-house review of rates and debt management processes. This formed part of an overall program to enhance customer experience.
Asset management strategy
Developed an asset management strategy to comply with the NSW Integrated Planning & Reporting framework. This incorporated findings from an asset management maturity audit.
Integrated management system
Developed an integrated management system to AS/ISO standards for quality, safety and environmental management. This was the first in Australia to achieve certification against the three standards across all of a council’s functions.
Land rezoning management system
Developed and implemented a ‘user pays’ system for managing land rezonings. This provided a streamlined and customer-focused process, and significantly increased revenue.
Field staff competency system
Developed a competency based ‘Works Assistant’ system for field staff that promoted multiskilling, flexibility and efficiency in the workplace. Positions were combined under a single classification.
Pavement management system
Implemented a pavement management system within an organisation, and participated in a NSW Pavement Management System working party.
Environmental department review
Undertook a review of an Environmental department’s systems, processes and administrative functions to identify improvements and savings.
Estimating system
Developed a workbook estimating system that was successfully used for infrastructure construction works.
Contract plant performance system
Developed a contract plant and truck performance and safety compliance system for a civil construction operations.
Publications and articles
Contributed to various publications and articles on improving local government services. Co-authored a paper on service reviews with a renowned academic and a council CEO, titled “Bottom-up Internal Reform in Australian Local Government”.
Presentations
- Institute of Internal Auditors conference
- Benchmarking Best Practice in Local Government conference
- LGMA Integrated Planners Group forum
- Council of Local Authorities for International Relations (CLAIR) forum
- LGNSW workshop
- LG Professionals workshop.
