The City of
Greater Geraldton council in Western Australia has selected cloud-based process management software from Promapp to support both the organisation’s overall drive for efficiency and to
continuously improve business and governance frameworks to support its growing
resident population.
Once fully
deployed later this year, Promapp will enable the council to create and store
business processes in the cloud, providing internal staff with one source of
the truth for council process functions while providing council residents with
improved customer experience.
“We wanted
to improve our process management and at the same time develop consistent
processes and a more process centric corporate culture,” said Ken Diehm, CEO,
City of Greater Geraldton. “Following a comprehensive review, we concluded that
Promapp was simple, easy to learn, equipped with a central content repository,
and effective to review and maintain. At the same time, it would provide
council with a consistent approach to managing processes which everyone in the
organisation can use.”
Once
implemented, internal staff will have a consistent way of following and
creating processes for repetitive tasks such as new hire induction programmes.
At the same time, council residents are set to benefit from a better customer
experience. For example, when contacting the council, the caller will be able to
receive consistent information directly from any customer service officer,
including the process steps and timeframes their lodgments and requests will
undergo. Additionally, callers with complex or compliance queries will be
directed to the right staff member the first time, slashing the time taken to
complete a query.
“Prior to
deploying Promapp we were hard pressed to keep processes up to date within and
across different functions. Many processes were written in a way which could
not be understood by everyone in the business,” said Diehm.
Another key
benefit to the council is Promapp's unique integration of risk and processes
which will bring risk management into every day operations with risks linked
directly to actual activities within processes. The Promapp Risk Module helps
organisations identify and control risks. The council will be able to aggregate
processes and provide a dashboard for executives on the perceived and actual
risks around the council.
Indeed,
risk and compliance awareness will become an everyday activity, included in the
same dashboards where process owners manage their processes and where process
participants sign-off treatments thereby reducing the time spent administering
the council’s risk and compliance programme.
The council
will also benefit from Promapp’s Local Government Shared Process Library which
will allow the organisation to share its knowledge and experience with other
councils. At the same time, it can gain comprehensive insights into how other
councils around Australia operate and manage their own processes, performance
and customer service.
The library
itself includes over 1,000 processes developed by councils and uploaded to the
cloud for sharing, including processes for activities such as building
consents, resource consents, wastewater management, environmental health and
environmental monitoring. The library also includes an extensive set of
processes for dealing with land information, parking, libraries and museums,
recreation and leisure, community development, animal management and compliance
as well as customer service and service delivery.
Located 424
kilometres north of Perth with a population of over 40,000, The City of Greater
Geraldton council has been named one of Australia’s regional capitals. It
boasts a prosperous economy and a number of industries including mining,
fishing, manufacturing, construction, retail and tourism. The council’s vision
is to be a creative city-region with the capacity to sustain a population of
80,000 – 100,000 in a prosperous, diverse and sustainable community within an
attractive Western Australian setting.
As part of
the Promapp deployment, the City of Greater Geraldton council has put in place
a communications program to assist with Promapp’s ongoing successful rollout
and integration across the organisation.
“Ultimately,
Promapp will enable us to support our strategic aim to be a leading
organisation that works in partnership with the community, industry and
government to plan and provide quality services and infrastructure in a
sustainable environment. Once Promapp is fully deployed during the course of
the next 12 months it will underpin our capacity to achieve efficient,
consistent process, and provide transparency across the organisation,” said
Diehm.
Source: Press Release Promapp