Helping Councils Deliver Better Services, Stronger Performance and Community Confidence
The SmartGov Service Review Kit provides councils with a practical, structured framework to assess, improve and innovate in service delivery. Whether driven by community expectations, financial sustainability or legislative requirements, the Kit offers an adaptable model for continuous improvement.
Developed by local government specialists and distributed to councils across Australia, the Kit supports councils of all sizes and capacities to systematically review services, engage stakeholders and implement sustainable change.
Support for NSW IP&R Service Review Requirements
The Kit is fully aligned with the NSW Government’s Integrated Planning and Reporting (IP&R) Framework, including the 2021 guidelines requiring councils to:
- Identify services to be reviewed during the council term (Delivery Program)
- Specify service reviews scheduled each year (Operational Plan)
- Engage stakeholders meaningfully in reviewing service levels
- Report on service review outcomes (Annual Report)
Using the SmartGov Service Review Kit, councils can demonstrate compliance with these requirements while embedding a culture of evidence-based decision making, innovation and transparency.
What the Kit Provides
The Service Review Kit includes:
- A step-by-step manual guiding the full review methodology
- Templates, forms and registers for each phase of the review process
- Stakeholder engagement tools including advisory group procedures and community feedback forms
- Prioritisation, business case and feasibility templates to assist with strategic analysis
- Implementation and reporting frameworks for tracking actions and demonstrating outcomes
- A Service Facilities Assessment Procedure for optimising council-owned assets
- Supporting guidance for councils conducting quick, standard or in-depth reviews
All tools are designed for practical in-house use — no specialist software required.
Why Councils Use the SmartGov Kit
- Easy to follow: Clear, logical process that builds internal capacity
- Flexible: Adaptable to any service type — internal, external, regulatory, community-facing
- Scalable: Suitable for whole-of-council programs or targeted service reviews
- Community-centred: Strong emphasis on stakeholder consultation and transparency
- Cost-effective: Reduces the need for external consultants
- Proven: Based on extensive research into national and international best practice, and adopted by councils throughout Australia
Who Developed the Kit
The Service Review Kit was developed by SmartGov, a specialist local government consultancy led by Glen Walker. Glen has over 25 years’ experience in council leadership roles and has contributed to national research into service delivery practices through the previous Australian Centre of Excellence for Local Government (ACELG).
The Kit has been used by dozens of councils and was distributed to all Queensland councils through the Local Government Capacity Building Program. The methodologies have also been incorporated into courses presented through the University of Technology Sydney.
Learn More or Get Started
If your council is seeking a practical, proven framework to improve services, achieve efficiencies and meet your IP&R obligations, the SmartGov Service Review Kit provides the tools and guidance you need.
Contact us to today to discuss how the Kit can be tailored to your council’s needs.
Simple. Structured. Proven.
