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Maribyrnong’s Way: Service Reviews / Continuous Improvement

This presentation discusses the service review and continuous improvement model implemented by Maribyrnong Council. The focus is on achieving best value for the community, optimizing resources, and clarifying council priorities. The approach is simple, manageable, flexible, and supported by a small budget. Key steps include assessing staff skills, meeting customer needs, reliable performance data, financial sustainability, and gaining buy-in from stakeholders. The outcomes aim to build organizational capacity, streamline consultation and benchmarking, improve service delivery, and better understand community expectations.

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Maribyrnong’s Way: Service Reviews / Continuous Improvement

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  1. Maribyrnong’s Way:Service Reviews / Continuous Improvement Integrated Facility Planning Mary Ciliak, Senior Coordinator Corporate Planning & Performance Hosted by Knox City Council 29 January 2014

  2. Setting the scene

  3. Snapshot • 5km from Docklands • 79,000 people, and growing • Multicultural • Highly disadvantaged (parts) • Social issues • unemployment • gambling, • drug use, • affordable housing, • refugees etc

  4. What is driving Population Change? Large development sites Industrial sites changing to residential Higher density Infill developments

  5. Likely impacts of growth….. • Gentrification • Greater demand, and use of our facilities • Increase demand for our services / programs • A need for new infrastructure

  6. SERVICE REVIEWS INTEGRATED planning MODEL

  7. Service Review / continuous improvement

  8. Key Drivers Part of Continuous Improvement program Achieving Best Value for our community Focus on sustainability of services Optimising resources available Clarification of Council priorities Achieving Business Excellence principles Support decision-making and forward planning

  9. Our approach • 2-3 years roll out program • Team focus / engagement • Simple • Manageable • Flexible • Resourced (small budget) • Sustainable

  10. Key Steps Approximately 6 months process

  11. Starting Point - Step 1 Key focus areas Our staff - skills, capacity Evidence - meeting our customers’ needs Processes Reliable performance data Financially sustainable

  12. Resources Available

  13. Getting ‘Buy In’ • Flexibility in approach / time • Recognising that ‘one size does not fit all’ • Different level of support • Different level of analysis / reporting • Seeing it as an opportunity to promote their service to EMT

  14. Focus of Service Reviews ‘Musts’ • Understanding what we do now • Demonstrating understanding of community expectations • Consultation – internal / external • Benchmarking (including non Government sector) • Continuous Improvement opportunities / service models • Presenting outcomes to EMT

  15. Outcomes - The Big Picture

  16. Outcomes (organisation) • Building Organisational Capacity • Commitment to purchase Promapp – business process mapping system & staff position • Collaboration across different business units / strong team approach • Streamlining consultation and benchmarking approach (eg. via surveymonkey) • Present findings in front of EMT

  17. Outcomes (teams) • Team building • Better understanding of their ‘business’ • Redirecting resources • Improvements / change in service delivery • Better understanding of community expectations • Stronger business case for ‘new positions’

  18. Outcomes (community) • More responsive service model (measured via Annual community Survey) • Increased engagement • Council more ‘visible’ • Aiming for ‘best practice’ models – to benefit the community

  19. Challenges along the way • Getting started – slow start • Resources – allocating time • Organisational change • Consultation / benchmarking – need to allocate sufficient time • Keeping on track • Resourcing and supporting multiple teams

  20. Keeping it ‘live’ – some challenges • Seeing it as an integrated process • Continued commitment at a management level • Accountability • Implementation and reporting on ‘continuous improvement’ actions

  21. Contact: Mary Ciliak, Senior Coordinator Corporate Planning and Performance 03 9688 0413, mary.ciliak@maribyrnong.vic.gov.au www.maribyrnong.vic.gov.au

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