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

Setting the scene

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

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

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

SERVICE REVIEWS INTEGRATED planning MODEL

Service Review / continuous improvement

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

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

Key Steps Approximately 6 months process

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

Resources Available Teams undertaking service review Information sessions Central budget to support teams $40,000 Corporate Planning and Performance Staff time (Senior Business Analyst, Corporate Planning Officer, Senior Coordinator CP&P Teams undertaking service review

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

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

Outcomes - The Big Picture

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

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’

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

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

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

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