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Liverpool City Council streamlines and documents internal processes with Nintex

Australian city council reviews and documents critical processes with Nintex Promapp®.

Liverpool City Council provides a portfolio of services to residents and businesses in the area. Its 800+ staff manage everything from waste and recycling facilities to parks, libraries, and childcare centres. As the city has grown in recent years, so too has the support delivered by the council. This has led to a rise in the number of internal processes followed by staff across all departments and locations.

As part of a New South Wales government initiative to streamline the operation of local councils, the council deployed and began using Nintex Promapp®.A cross-functional improvement team was established to provide guidance and assistance with putting the platform to work as part of the implementation of a new quality management system. This was designed to highlight those processes that carried the most risk for the organisation and ensure they were reviewed and managed appropriately.

The team identified a total of 563 critical processes across the council. So far, 320 have been fully reviewed and mapped in Nintex Promapp®. The council is 18 months into its goal to document all processes and achieve quality management certification within three years.


Processes mapped

Boosts competitiveness


Yearly savings in process reviews and time efficiencies

Liverpool City Council
Capabilities Used
Process Manager

Who they are

Located about 40km west of Sydney’s central business district, the City of Liverpool covers an area of 305 square kilometers and is home to more than 204,000 people.

What they need

Already one of the fastest-growing areas in Australia, the City of Liverpool is preparing for significant new developments associated with the new Western Sydney International Airport. The City Council needed a way to improve its internal processes to better support this growth.

How they did it

The council is using Nintex Promapp® to assess more than 560 processes, with more than 300 of those being reviewed, documented, and certified using the platform.

Nintex Promapp® delivers big benefits

With new momentum underway, Liverpool City Council is enjoying some significant and far-reaching benefits from using Nintex Promapp®, including a noticeable reduction in costly business errors and downtime that had been caused by ineffective or incomplete processes. Many teams also reported improvements in efficiency through better use of time and resources. The council has also greatly improved audit capabilities and a full risk register to guide planning and future strategic decision making.

Nintex Promapp® will continue to have a valuable role in the council’s process excellence journey. As growth and development continues across the region in coming years, improving process efficiency and effectiveness will remain a priority.

We estimate that Nintex Promapp® saves us approximately $42,000 each year by streamlining our process review activities. Time efficiency savings alone equate to a reduction in costs of an estimated $18,500 annually.
– Peta Kinnane, Acting Audit and Risk Coordinator, Liverpool City Council
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