Merging councils tame process variations.
Process variations are identified, controlled and owned at Queanbeyan-Palerang Council to ensure standardization and improve performance.
Smooth merger transition
Simpler and fewer processes
Teams can access relevant variations
Health and safety SOPs refined
Increased staff engagement
Improved customer satisfaction
Process variations are identified, controlled and owned
Queanbeyan City Council had been using Nintex Promapp for several years for process improvement and risk engagement, prior to the merger with Palerang Council.
Queanbeyan City Council first used Nintex Promapp for process improvement and risk management when Damian McFarlane, the council’s organizational excellence officer, began the search for software to capture their processes and support the bid for excellence.
‘We needed something that was simple and userfriendly,’ says Damian. ‘We wanted the people to do the job themselves, not a process team. Nintex Promapp stood out for usability.’
After Queanbeyan City Council merged with Palerang Council to become Queanbeyan-Palerang Regional Council, they were looking for a tool to facilitate the transition. They needed the ability to create standard processes, and then add variations to cover different scenarios or work streams. Nintex Promapp’s process variant management add-on fit the bill.
A smooth transition.
The process variant management add-on was the perfect tool for the transition, as councils are often complex and wide- ranging organizations.
Merging two councils together had the potential to be a long and painful experience – but not with Nintex Promapp’s process variant management add-on. Damian was able to capture both former councils’ processes and train staff on the new software. He built systems that were reflections of one another, which made the transition easier.
‘The process variant management add-on helps combine similar processes into one. Once they’re all captured, we can review and change or eliminate some of the variations so we can settle on the new standard process that’s best for our customers.’
The process variant management add-on helps combine similar processes into one.
Getting simpler day-to-day.
Council processes are often massive webs of interlocked actions and notes. Untangling the process webs of two councils could have been a daunting task, but the process variant add-on made it much simpler. Refining the complex webs into a few standard processes and clear variations meant that council staff would find it all much easier to access and understand.
‘Once the processes are refined and standardized, with the variations in place, they can be assigned to the right people by default. For example, the mobile workforce will be able to access their own particular process variations.’
Health and safety as part of the process.
In any workplace, there are health and safety standards that need to be followed. Each workplace has unique requirements, and two merging councils face a wide range of complex health and safety regulations, each with its own process.
Damian relied on Nintex Promapp to incorporate both former councils’ health and safety components into one system that captured processes and standard operating procedures (SOP).
With Nintex Promapp’s process variant management add-on a base set of SOPs were established, each with a set of variations for specific activities, rather than the thousands of SOPs staff had struggled with before.
‘We’ll have an SOP for, say, manual handling, and a variation for lifting manhole covers or lifting things into trucks. When each team logs in, they see their common SOP, and then they can pick the relevant variation,’ says Damian.
A whole lot less admin.
Before, with multiple, similar processes, Damian had to send out multiple notifications each time a process changed. In a rapidly changing world, that happens a lot. With the process variant management add-on, each change to the base process is reflected throughout the process variations, and every stakeholder gets notified at the same time.
Project management will get streamlined too, Damian says. ‘With our project management process, we have to go through certain gates to get approvals. The process variations we’ve been able to create around approvals will speed that up.’