Willoughby Council Enhances Operational Efficiency with Nintex Promapp

Willoughby Council is a medium-sized local government body located on the North Shore of Sydney, Australia. It serves around 78,000 people in an area of roughly 14 hectares. The council oversees various business units that manage parks, libraries, and leisure centers, as well as back office functions like rates payments and compliance. It also has teams that are customer-facing and others who only deal with internal processes. The council was facing challenges in improving its efficiency and effectiveness, and enhancing the customer experience.

Willoughby Council, a medium-sized local government body in Australia, was facing several challenges that required immediate attention. The council was eager to improve its efficiency and effectiveness, and enhance the customer experience for the people interacting with it. However, the existing process mapping tools were proving to be time-consuming and inconsistent, leading to processes being ignored by teams. The council was also facing a potential merger with two neighboring councils, which would mean role changes, a new structure, and the sharing of all new processes. Although the merger did not happen, the council spent 18 months focusing on process improvement in preparation for the change. Additionally, a newly appointed general manager was keen on improving processes overall and introduced the role of business improvement and customer experience manager.

To address these challenges, the council decided to implement Nintex Promapp, a process mapping tool. The decision was influenced by the council's business improvement and customer experience manager, Mustafa Ghulam, who had experience using Nintex Promapp in a past role and knew it would provide the consistency and ease of use that the council staff needed. The implementation of Nintex Promapp was done organically, with a slow and steady approach. Mustafa and another staff member became certified Nintex Promapp trainers and trained 12 staff from different parts of the council. These staff members were designated as Nintex Promapp champions and took the lead on process mapping and improvements in their business units. This approach allowed staff to learn to use the software when they needed it, with the help and support of members of their own team.

• The implementation of Nintex Promapp led to significant improvements in the council's operations. It provided better visibility and collaboration across the council, as all staff had access to the same processes and tools. This made it easier for departments to communicate and understand each other. Staff could now see how a process works as it moves through the council, making them more likely to approach other business units for help to solve a problem. The use of Nintex Promapp also led to quick wins for the council. Within less than a year, they were able to map 300 core business processes. With 50 staff fully trained in Nintex Promapp, they could focus on improving even more processes and on training others. The feedback from staff and management has been uniformly positive, with staff finding Nintex Promapp logical and easy to use.

• 300 processes mapped within 11 months
• 50 staff fully trained on Nintex Promapp in under a year
• Increased focus on process excellence