by SP Singh | Nov 8, 2024 | Business Improvement, Local Government
Processes surround us in everything we do. While they are often unseen and rarely documented, they underpin every task, whether large or small. When we seek to improve a process, any enhancement is often only temporary unless there is a structured approach to...
by SP Singh | Nov 7, 2024 | Leadership
We are bound by our own blindness, deafness, and muteness. The deeper issue is our unawareness of these limitations. Even when we become aware, it’s all too easy to let that awareness slip away. True liberation may lie beyond this—where my conscious mind attentively...
by SP Singh | Nov 6, 2024 | Leadership
I often assume people respond directly to what I say, yet I sometimes overlook that their reactions are shaped by where I speak from. Their responses hinge on my perceived position relative to them—whether that’s social, financial, relational, or in the corporate...
by SP Singh | Nov 5, 2024 | Digital Transformation
Digital transformation is not a destination; it is a continuous journey. Along this path, failures are inevitable. We may make misguided choices, overprocess trivial tasks while overlooking crucial ones, deviate from established processes, or at times, adhere to them...
by SP Singh | Nov 4, 2024 | Change Management, Digital Transformation, Local Government
At my Council, when I put in the effort with my team to enhance performance and efficiency, it naturally leads to better customer service and a reduced headcount. On the surface, this seems like a significant achievement. Yet, there’s a hidden consequence: increased...
by SP Singh | Nov 3, 2024 | Business Improvement, Local Government
Enterprise process and service improvement initiatives can be highly complex, making it difficult to engage various teams within the Council. Different departments, such as revenue, rates, finance, planning, and building, have their peak busy periods, where urgent BAU...
by SP Singh | Nov 2, 2024 | Business Improvement, Local Government
Change begins from within. Often, we recognise a problem but see it as overwhelming and complex. We might hold onto the hope that someone else will step in and solve it for us. Take, for instance, the quality and efficiency of service delivery within our team. The...
by SP Singh | Nov 1, 2024 | Business Improvement, Local Government
Improving service delivery requires a dynamic approach, combining various strategies tailored to an organisation’s needs. It is crucial to understand that this process is not a one-time initiative but an ongoing cycle of assessment, action, and reassessment. As...
by SP Singh | Oct 31, 2024 | Business Improvement, Local Government
Process improvement is a distinct discipline requiring specialised oversight and strategic focus. Department managers in local governments may not have the capacity or expertise to drive effective process enhancements. Establishing a Chief Process Officer (CPO) role...
by SP Singh | Oct 30, 2024 | Business Improvement, Local Government
Here are some key questions I pose to any project team focused on enhancing business processes “on paper.” By “on paper,” I mean the creation of well-intentioned as-is and to-be process diagrams, with the hope that one day these improved processes will be...
