Customer perspective: The practical steps to digitally transform in local government
Sarelle Sinclair, Senior Business Services Officer, Tablelands Regional Council:
We wanted to modernise our systems and overcome limitations such as an ageing infrastructure and the risks of operating in a remote, cyclone-prone area. Our strategy was fundamentally to go to the cloud utilising TechnologyOne’s SaaS solution, undertake a software upgrade to Ci Anywhere, and then continue to modernise our business processes using the system to facilitate them. The core principle driving this change was to provide improved stability, mobility, speed and service.
Often with changes like this end users can be resistant which may take you off your path or go of scope, so having a clear strategy helps you get back on track. Effective regular communications and clear concise objectives granted us to the ability to bring all of our end users on the journey — that ultimately is the core objective of “System modernisation”.
Having a vision allowed us to optimise business processes with our customers’ needs at the forefront, all while ensuring the organisation is on the same path.
Adele Taylor (Shellharbour):
Be clear with expectations, celebrate successes and lessons learnt, and involve executives in getting the message out there to staff.
Initially, to get buy-in we wrote a fairly detailed report that was provided to all the Councillors and General manager. Then we did significant briefings with them to ensure they had the chance to ask questions and discuss the risks and benefits associated with the SaaS platform. It went to a council meeting and there were no questions raised; they were happy just to adopt it.
Executive support was vital in helping us understand and communicate: Why are we doing this? So, once the corporate plan for the organisation was signed off, we had a discussion with the CEO about how we could deliver the digitisation journey.
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