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Local Government & Communities
Asset Management – it’s a marathon, not a sprint
Local councils across the country hold a large repository of assets. Depending on the location and size of the council, these might vary from vehicles and buildings, to agricultural and maritime equipment roads and highways, health and waste products, playgrounds, museums, and any number of other assets. Redland City Council has a population of just under 160,000, has over 12,000 registered businesses, 335 km of coastline, and holds $2.8 billion of assets under management. Most of their assets are to do with some form of “service delivery, shelter, movement or social interaction – really, they are all about liveability.” By …
Local Government & Communities
Local Government: Improving Customer Experience and Customer Engagement
With a growing and changing population, David Kerr, the Director of Community and Belonging at Northern Beaches Council in Sydney, says that their council was only formed “four and a half years old through an amalgamation of three councils who effectively had no relationship with each other.” The councils had no relationship, but more importantly, the citizens also had little connection with the councils. So the most important thing that the new council started to do was to “actively listen to our customers, and to be empathetic to the concerns expressed by our customers.” That meant reiterating regularly and from …
Local Government & Communities
Improving the Operational Efficiency of your Council
Dawn Baxendale began her role at Christchurch City Council in October 2019. Just a few months later the world changed, but before then, in January 2020, the Council revised some of their plans based on the three principles mentioned above. “Those principles were basically critical to help us get through COVID-19.” Many councils, including theirs, decided to undertake a second annual plan after the pandemic began because so many parameters had changed. However, since the first plan was underpinned by those principles and since everyone was on board, “we were able to do it in just five weeks.” The result …
Local Government & Communities
Data Analytics in Local Government
Local governments, like all public sector institutions, collect lots of data about their citizens. The intention is that the data will be used for good purposes to inform better decision-making, but that is not always the case. In fact, data can be used for nefarious purposes just as easily. This paper brings together three data experts from three local government jurisdictions – two from Australia and one from Canada. With a specific focus on improving the customer experience, each of them provides a perspective on how to manage data, how to work with it better by building technology around it, …
Local Government & Communities
Article: How Microsoft Teams is powering the modernization of municipalities
Municipalities form the backbone of our communities, providing a vast range of services that touch the daily lives of citizens. In the wake of the COVID-19 pandemic—which abruptly halted most in-person interactions and face-to-face visits—local governments had to reimagine how to deliver vital social services and maintain operations at important institutions. The solution was to transition quickly to a virtual service delivery and operational model. As virtual technologies affect almost every facet of our lives—including how we work, interact with healthcare providers, and educate our children—local governments need to consider how to enable the long-term digital transformation of municipalities with …
Local Government & Communities
Highlight Reel: Workforce Transformation in the Public Sector
Like so many organizations, the City of Hamilton in the Province of Ontario experienced tremendous turmoil in 2020 as a result of COVID-19. Nenzi Cocca, the Director of Human Resources (HR) Systems & Operations at the City of Hamilton, says that the pandemic brought with it “a number of unexpected challenges when bringing on new employees, and we had some employees that were retiring too.” Very quickly “we had to figure out a way to make sure that knowledge transfer happened as seamlessly as possible.” This was particularly important because the HR division is one of the most important. “I …
Local Government & Communities
4 Top Tips - Process Excellence and Robotic Process Automation
Process Excellence for councils can be as simple as streamlining existing processes, reducing silos and reducing the number of work steps and staff involved. Other ways of improving processes is by implementing new technologies such as robotic process automation. Overall the aim is to improve efficiencies, cost effectiveness and customer service and experience. Here are some top tips for you to roll out at your council.
Local Government & Communities
How 5 City Leaders are Balancing Operational Efficiency & Innovation in 2021 - Event Recap by Tony Batalla
I recently had the good fortune and pleasure of serving as the Chair of Public Sector Network’s “Improving Operational Efficiency in Local Government” virtual event on January 27, 2021. Even though Alex Chard said he was looking for a charismatic innovation leader for the role, he settled on me after I told him I didn’t know one. Hey, I’ll take it! The event was well attended and nicely put together, as you would expect from PSN (aside from having me as the chair, which was risky). But despite my cable TV gameshow-like hosting, we covered important ground. Leaders from across …
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