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 efficiency can sometimes result in lower budget allocations and reduced salaries and benefits as the territory we manage becomes smaller.
The key insight here is that the environment we work in shapes our culture, behaviours, and even our sense of what’s right and wrong. To drive any sustainable, long-term transformation, we must first focus on influencing the environment in which we operate. Without addressing that foundation, progress risks being fleeting and counterproductive.
