Description

Through identifying a need for improved collaboration and a duplication of efforts resulting in a loss in customer focus, a number of initiatives were formed including a Transformation Steering Committee (TSC), Continuous Improvement Program (CIP) and governance of larger projects involving the TSC.

Who

Once formed, the TSC and CIP representatives, along with both the executive leadership team and service leaders, created terms of reference which guides the implementation of these initiatives across the organisation.

How

The TSC provides oversight on progress and delivery of projects. Opportunities are found to identify affected stakeholders and enhance collaboration.

The CIP supports the TSC in identifying new initiatives or customer focused delivery areas that have been identified as areas of improvement. Providing education pieces in good governance.

Outcome

Through the support of the CIP the TSC has better oversight of the processes, governance and decision-making. Identifying and connecting the relevant internal stakeholders to improve the quality of decision making and services to the community. It’s improved the level of customer focus and enhanced service delivery.