Process management helps deliver quality services to the local community.
A modern work initiative is underway at Christchurch City Council to provide staff with an environment that reflects how people want to work. This initiative has been partly driven by the change in working conditions resulting from the COVID-19 pandemic.
Good processes will help drive this change and teams at the Council who have implemented process management are seeing the benefits. However, there are still some manual processes in use, some out-of-date processes, and some processes that are not being documented. All of these variables present some risk that organizational knowledge is not being captured, is being incorrectly captured as process documentation becomes out of date or being lost altogether as people move on.
Building a process culture
Teams who have embraced documenting their day-to-day tasks and optimizing work where it makes sense have seen a lot of advantages.
Positive outcomes have come from building an organizational-wide process culture can include helping to upskill staff, sharing, and retaining organizational knowledge, as well as delivering consistent training and service delivery to the community.
In addition, making data and information accessible visually through dashboards has vastly improved the way teams share important data about their operations and progress against their objectives.
