Willoughby Council is located on the Lower North Shore of Sydney and serves around 78,000 people in an area of 14 hectares. In 2015 the council was facing two major challenges, the prospect of a merger which would have meant sharing all processes across merged Councils and a performance reform program because of a management restructure. The management team at Willoughby council wanted to make sure their key processes were efficient in preparation for any future changes. Mustafa Ghulam, Business Improvement & Customer Experience Manager at Willoughby City Council shares how process management increased efficiency and collaboration across the council including how they: => Successfully implemented a BPM tool using an intentionally slow & steady approach to implementation => Increased collaboration & consistency between business functions => Drove staff engagement by making process improvement part of BAU => Improved their overall customer experience

1. Process management
enables positive
change.
Mustafa Ghulam
Business Improvement & Customer
Experience Manager.
Troy Sweeney
Account Executive.

2. Process Management Enables
Positive Change
26 April 2018
Mustafa Ghulam
Business Improvement & Customer Experience Manager
Promapp Certified Trainer

3. Webinar Outline
Introduction and Promapp History at Willoughby Council
Our Story and Implementation Journey
Next Steps and Engagement

4. About Willoughby Council
8.5kms north of Sydney CBD
Population: 77,833, growing around
1,000 residents pa
Sydney’s 6th largest office market; 7th
busiest rail station
Diverse retail & commercial mix with
24,700 jobs in CBD
GDP $9.64 BN

5. Reforming by Performing
❶ Value for money
❷ Council mergers/Fit for the
future reforms
❸ Service reviews
❹ Increased rate payer and
Government expectations
❺ Technology

6. Case for Promapp: Key Facts
1000+
Business
Processes
Procedures
in varied
formats

7. Implementation Journey
1
2
3
4
5
Build a
case for
change@
all levels
Establish
clear and
strong
Governance
structure
Early adopters
identification
and phased
rollout
Training
framework,
delivery and
support
Ongoing
engagement and
continuous
improvement

8. Governance Structure
Exec.
Sponsor
Lead Process
Champions
Business Unit Process
Champions
Process Owners and Experts
( Managers, Team Leaders and SME's)
▪ Defined a hierarchy
▪ Identified 1-2 key business
areas
▪ Identified Early
Adopters/Champions
▪ Documented and regularly
reviewed work plans.
▪ Define roles.

9. Training Approach

10. Results to date
300+ documented
processes
PROCESSES
48 trained process
owners & experts
CAPBILITY
16 Promapp
Champions
CAPABILITY
6 User forums
ENGAGEMENT

11. Training Feedback
Learning how to work
out a simpler
process/plan to map
projects.
Linda white- Library
I found the delivery of the training
was fantastic. The training had a
great mix of presentation,
demonstration and activity.
Sarah Bradley- Admin
Developing a clear and simplified
process and learning to navigate the
software program
Tania Stark- Community Engagement Specialist
Group exercises to get us
thinking about mapping
out a process, the
humorous video to
illustrate the concept of
'exact instructions'
Anonymous

12. What did not work/Challenges?
• Challenges to link with EDMS.
• ‘Buy in’ from all levels of management
• Staff time
• Promapp Vs. non cloud based systems
• Post training/on going engagement

13. What's Next?

14. Promapp & Customer Experience
35% of residents speak a language other
than English
42% of customers are born overseas
43.1% of households have children
60% of residents own a home
37% of residents have a tertiary
qualification

15. 1. Leadership team ‘buy in’
2. Good Governance model
3. Champions/Early Adopters
4. Phased roll out
5. Its not about documenting..
7. Celebrate
6. KPI’s- Output Vs Outcome
7Ingredients

16. “We spend a lot time designing the bridge, but not
enough time thinking about the people who are
crossing it.” – Dr. Prabhjot Singh, Director of the Arnhold
Institute for Global Health

17. Key Benefits
✓ Enhanced consistency and reduced duplication
✓ Improved team work
✓ Clear decision making ‘Who does what’
✓ Process Improvement
✓ Risk mitigation

18. Questions?
www.willoughby.nsw.gov.au
Mustafa.ghulam@willoughby.nsw.gov.au
02 9777 1000
www.Promapp.com