Measuring customer satisfaction and service quality within local governments is a multifaceted challenge due to the sheer diversity of services and communication channels involved. Citizens interact with local governments across a wide range of services, from service...
When budgets are tight, we often ask ourselves: How can we do more with less? But this is a question we should consistently consider in everything we do. How can we achieve more with fewer resources? How can we optimise the investment of our time and money? How can we...
If my business outgrows the software we implemented last year, I would view it as a sign of progress and success. Dwelling on the cost of software we’ve outgrown is unproductive. That very software likely played a crucial role in moving us forward and enabling our...
Many smaller shires and local governments face challenges when investing in projects due to limited budgets and tight resources, making it difficult to prioritise strategic initiatives. One effective approach is to map all projects based on their benefits and effort...
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...
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...
The transformation starts from within. As leaders, when we have the right intent to serve, drive change, and commit to a worthy cause, we naturally influence other like-minded management staff. This influence, in turn, extends to others, and positive change propagates...
ERP stands for Enterprise Resource Planning. If we try to understand ERP by its name, we will limit its potential and scope. ERPs are no longer limited to resource planning at the enterprise level. Though its roots are in materials resource planning, it has outgrown...