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Willoughby Council Gains Visibility Across Organization with Nintex Promapp

Nintex Promapp aligns processes for local council and boosts customer experience

Willoughby Council had a number of challenges requiring attention. Council was particularly eager to be more effective and efficient and provide a positive customer experience for people who interact with the council.

This goal was made difficult to achieve with existing process mapping tools, too time consuming and inconsistent to be useful, resulting in processes being ignored by teams. Nintex Promapp was the solution.

300

Processes mapped within 11 months

50

Members of staff fully trained on Nintex Promapp in under a year

Increased focus on process excellence

Company
Willoughby Council
Website
Industry
Government
Country
Capabilities Used
Process Mapping

Who they are

Willoughby is located on the North Shore of Sydney. The city council serves around 78,000 people in an area of roughly 14 hectares.

What they needed

As the council faced a potential merger with neighboring councils, Willoughby needed a platform to make process improvement easy enough for everyone to contribute. In an effort to provide a positive customer experience, and prepare for the potential organizational change, process improvement was top of mind for the council.

How they did it

With Nintex Promapp, staff can now see how a process works as it moves through the council. They’re more likely to approach other business units for help to solve a problem, as they know who is responsible for each step of every process.

Improved visibility and knowledge within the government council

For Willoughby Council, implementing Nintex Promapp was a straightforward process.

Rather than simply handing work off to the next business unit, staff can now see how a process works as it moves through the council. They’re more likely to approach other business units for help to solve a problem, as they know who is responsible for each step of every process.

Using Nintex Promapp led to a couple of key improvements. We have better visibility and collaboration across the council, because Nintex Promapp gives all staff access to the same processes and tools.
Mustafa Ghulam, Business Improvement and Customer Experience Manager, Willoughby Council

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