Mildura Rural City Council implemented Promapp to streamline their process management, moving away from disjointed methods involving Visio and Word. The phased rollout led to over 90% staff training, enhancing engagement and allowing for a consistent approach to documentation. Benefits included improved access to processes, increased staff eagerness to document, and better overall organizational efficiency.

1. CASE STUDY
MILDURA RURAL CITY COUNCIL
smarter processes www.promapp.com
Mildura Rural City Council is the local
government organisation that represents and
serves approximately 51,000 people who
reside in or own land within Mildura Rural
City. Located in North West Victoria, the
municipality covers an area of 22,330 square
kilometres.
“Promapp offered everything
we required plus much more."
Michelle Lobley, Corporate
Administration Officer
Local Council drives efficiency to
deliver maximum value to their
communities.
Michelle Lobley, Corporate Administration Officer at Mildura
Rural City Council (VIC, Australia) talks us through their recent
process improvement drive and the benefits they've seen.
“My role at Council is Corporate Administration Officer in the Governance department. I
have quite a varied role; I'm responsible for policy administration, the rollout and
administration of Promapp and ‘Infocouncil’ throughout council. (‘Infocouncil’ is a
software package for the creation, publication and storage of electronic agendas and
minutes which ties in with our electronic document management system). I also organise
and host Citizenship Ceremonies on behalf of the Department of Immigration and
Citizenship and Council Meetings, so my role incorporates many different key processes
and procedures for Council” explains Michelle.
The key challenges
Mildura Rural City Council (MRCC) were using Visio and Word to document and manage
their processes, however there was no organisational or systematic approach, which
meant they weren't realising the value of the processes they had in place
“We found that documented processes were being kept in many different formats and in
many locations” says Michelle. “We needed a way to ensure all staff knowledge was
documented in a central area to assist with succession planning. Promapp offered
everything we required plus much more.”
Why Promapp?
“Promapp allows us to keep track of all processes throughout the organisation with all
processes following the same format. It enables us to create, manage and maintain
processes and associated documents all in one central location – this was key for us.”
Implementing Promapp
MRCC rolled out Promapp progressively, focusing on one department at a time; “we are
now at the pointy end with over 90% of staff having received training” explains Michelle.
“When other staff began hearing about Promapp and the things it could do they thought
they were missing out which really helped with engagement!”

2. CASE STUDY
MILDURA RURAL CITY COUNCIL
smarter processes www.promapp.com
“[Promapp] enables us to
create, manage and maintain
processes and associated
documents all in one central
location – this was key for us.”
Michelle Lobley, Corporate
Administration Officer
“MRCC is a large Council and determining the best way to rollout Promapp throughout
the Council was an important step. We needed to ensure that we rolled it out in a way
that ensured staff felt comfortable with the use of a new program and were supported
along the way.”
“The support provided by the Promapp team throughout implementation and beyond
has been fantastic, responses to our queries are received within a few hours, and they
always listen to our suggestions and ideas on what could make Promapp more
functional for our Council” explained Michelle.
The outcomes
Promapp has helped bring consistency and engagement in process documenting and
improvement across business teams. “We now have a more consistent approach to
process development; our staff are eager to get their processes documented and find
this a simple task to complete. Promapp has allowed MRCC to successfully create and
maintain processes and associated documents all in one central location.” This, Michelle
says is a big win for MRCC; “A major benefit for us has been that people are now able to
easily access other area's processes to ensure they are completing the tasks in the
designated way.”
Tips for new players
A phased approach worked best for MRCC; “Rollout in phases - we trialled Promapp in
one department for a number of months before rolling it out to other areas, this was so
that us administrators could help Council be prepared for any staff queries that may have
arisen with a wider rollout.”
Michelle advises involving your staff in the planning and implementation stages, “we
formed a user group encompassing staff from all departments and it was really
beneficial.”
Finally, persistence is essential, "there are always staff who are concerned about change,
however our experience was once they spent time using Promapp they were able to see
the great benefit that Promapp will have on their work and the organisation as a whole."