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Building a Process Culture at Christchurch City Council: An IoT Case Study
Technology Category
- Cybersecurity & Privacy - Security Compliance
- Sensors - Utility Meters
Applicable Industries
- Buildings
- Cities & Municipalities
Applicable Functions
- Logistics & Transportation
- Quality Assurance
Use Cases
- Intelligent Urban Water Supply Management
- Visual Quality Detection
Services
- Testing & Certification
- Training
The Challenge
Christchurch City Council, a local government body in New Zealand, was undergoing a transformation initiative with a focus on moving to the cloud as part of a modern workplace initiative. The council, with over 2800 staff, provides a wide range of community services, from maintaining local parks to managing water supply. However, the council faced challenges with manual and outdated processes, lack of process documentation, and risk of losing institutional knowledge due to staff turnover. These issues posed a risk to the quality of service delivery and the retention of critical organizational knowledge. The COVID-19 pandemic further accelerated the need for a modern work environment that could adapt to changing working conditions.
About The Customer
Christchurch City Council is a local government organization based in New Zealand. The council is responsible for providing a wide range of community services to the residents of Christchurch. These services include maintaining local parks, collecting property taxes, and managing the city's water supply. The council employs over 2800 staff who work behind the scenes to deliver these services. The council is currently undergoing a modern workplace initiative, partly driven by the change in working conditions resulting from the COVID-19 pandemic. The council is focused on improving its processes to provide staff with an environment that reflects how people want to work and to deliver quality outcomes to the community.
The Solution
To address these challenges, the council implemented a process management solution that allowed teams with statutory requirements, risk, and compliance regulations to document and automate their processes. This resulted in less manual work, more accurate results, and improved training and onboarding. The council also introduced dashboards to visually report information, providing immediate value by reducing risk and ensuring consistent service delivery. The council also focused on building a process culture, with teams documenting their day-to-day tasks and optimizing work where necessary. The council also implemented digital forms and processes for field workers, replacing manual documents and enabling real-time updates. The council's process mapping tool, Nintex Process Manager, played a crucial role in this transformation.
Operational Impact
Quantitative Benefit
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