CX Spotlight by Fifth Quadrant

City of Darebin Deploys Promapp to Propel Customer Service Excellence

Melbourne, 6 September 2017 – City of Darebin council in the northern suburbs of Melbourne has selected Promapp business process management software to enhance the organisation’s focus on providing excellence in front line customer service. 

The City of Darebin has a population of more than 150,000. The council’s full-time employees are responsible for providing a broad range of services to the community, including street lighting and signage, waste collection, maintenance of parks and sporting facilities. 

The move to Promapp follows a comprehensive review by the council of customer service team processes as part of a Customer Service Model Review to ensure that policies and procedures relevant to customer queries are close at hand.  At the same time, the council wants to provide an easy and fast way for staff to access a central repository of everyday processes.

The cloud-based software from Promapp will enable the organisation to map, review and improve processes on an ongoing basis, providing a faster, smarter way to deliver a range of appropriate and well-planned services. 

Jim Barrett, Coordinator, Council Plan and Performance, Civic Governance and Performance, City of Darebin, said, “Promapp will assist in supporting the council’s strategic framework for planning and document integration.  At the same time, it will play a pivotal role in enabling us to maintain a high level of governance across the entire organisation.

These processes involve many forms and include applications such as planning permits and waste bin replacements which individually can be complex procedures and involve several departments within the council.”

Promapp will also enable the council to measure and demonstrate process efficiencies following rate capping.

“We came across Promapp through our council colleagues in the local government sector and also appreciated the benefit of access to Promapp’s Local Government Shared Process Library which will enable us to share knowledge and learn from the experience of other councils throughout Australia and New Zealand,” said Barrett.

The cloud-based process library includes over 2,500 processes developed and shared by councils and includes processes for activities such as building consents, resource consents, wastewater management, environmental health and environmental monitoring.  

“We looked at several solutions but found that Promapp was easiest to use.  It will easily integrate with our existing intranet and we'll be able to embed it ad hoc within specific processes for different policies as they are developed in the years ahead,” said Barrett.

“The council plans to use lean management methodologies as part of our Promapp deployment to analyse and improve processes on an ongoing basis. The result for council residents is that they will see consistency in messaging with faster, more accurate service,” said Barrett.

About Promapp

Established in 2002, Promapp works with hundreds of organisations worldwide to foster a thriving business improvement and process management culture.

Promapp’s cloud-based business process management (BPM) software makes it easy to create, navigate, share and change business processes, enabling continuous improvement, risk management, quality assurance and business continuity. Providing an intuitive online process repository, an integrated process mapping tool, and a process improvement toolset, Promapp’s proprietary software supports the development of smarter and safer ways to work, while encouraging sharing of information by operational teams rather than limiting it to process analysts and technical specialists.

Promapp’s wide range of public and private sector customers includes: Coca-Cola Amatil, Air New Zealand, WesTrac, Lumo Energy, Toyota, Ricoh, McDonald's, Audi Australia, Fuji Xerox, Department of Justice, Victoria, Adelaide City Council, Central Coast Council and City of Booroondarra.  The company is headquartered in Auckland, New Zealand.


FQ Editor

Written by FQ Editor

Press release from an outside source. Please consult the organisation directly for details about this release.

Topics: press release

You might also enjoy reading...