Service Excellence Reviews

A data driven, big picture approach

Service review question with council worker as the image.

Deliver the right outcomes, quickly and with confidence

Sustainable service delivery is the cornerstone of any council. But decisions made about one service often impact others, creating an unintended knock-on effect. Factor in opposing stakeholder interests and Service Review decision making becomes a truly tricky task. 

Service Excellence Reviews provide councils with data aligned to the proven methodology of the Australian Business Excellence Framework (ABEF). Our platform helps your council make better decisions and recommendations that take the full picture into account. With Service Excellence Reviews, you can fast-track the improvements that matter most to your community.

Monique Davidson

These are the pieces that tell me how our organisation and our people are going, and if the time, energy and resources we're spending on building a thriving organisation is paying off.

Monique Davidson

Former Chief Executive, Central Hawke’s Bay District Council, current Chief Executive at Horowhenua District Council

These are the pieces that tell me how our organisation and our people are going, and if the time, energy and resources we're spending on building a thriving organisation is paying off.

Monique Davidson

Monique Davidson

Former Chief Executive, Central Hawke’s Bay District Council, current Chief Executive at Horowhenua District Council

Melanie - 800 x 800

It gave us a clear view of how each service team stacked up against each other, so we used that as one of the priority items in our service review criteria to determine which services needed to go first.

Melanie Gurney

Senior Manager, Customer Experience & Service Transformation
Inner West Council

It gave us a clear view of how each service team stacked up against each other, so we used that as one of the priority items in our service review criteria to determine which services needed to go first.

Melanie - 800 x 800

Melanie Gurney

Senior Manager, Customer Experience & Service Transformation
Inner West Council

Uncover valuable insights

Ask the people who matter most

Comparison question on council service review between community and employee perceptions

Your service delivery teams and the communities they serve will always be your richest source of insight. Our proven platform means you never have to guess what they’re thinking. By asking the right people the right questions, you’ll get the full picture and ensure every voice is heard.

Make systemic changes that matter

Eliminate silos to see the big picture

Community Volunteer

Service Excellence Reviews give you the ability to identify issues, gaps and opportunities across multiple services. With a global, system-wide approach, you’ll make efficiency gains across the board, getting more value from your resources and making a bigger impact overall.

Prioritising with precision

Focus reviews where they matter most

Service reviews_Aus

Get the answers you need by asking the right questions. Service Excellence Reviews let you use data to cut through the noise and pinpoint where the real issues are. With valuable feedback and insights from your community and teams, you’ll be able to eliminate bias and subjectivity to confidently prioritise service reviews, directing resources where they’re needed most. 

Why wait?

Improve all services from day one

Heatmap showing survey responses and areas of concern

Get a jumpstart from day one and provide teams with actionable insights to drive continuous improvement.

To complement in-depth reviews for your priority services, an ‘overall service excellence assessment’ provides a high-level view of all services – how they are performing, their Excellence score, and opportunities for improvements that can be acted upon right away.

Make the right recommendations

Align your reviews with Excellence

Talking about product - insert

Service Excellence Reviews are based on the Australian Business Excellence Framework (ABEF) and ACELG – proven methodologies that you and your stakeholders can trust. 

Service Reviews don’t happen in a bubble. Take the full picture into account to make practical recommendations within the broader context of other council services. They give you the confidence that you're making realistic recommendations for your council and community. 

Prove your impact

Track progress - measure results

Benchmarking questions showing service review improvement over time.

Highlight your council’s achievements by measuring and reporting on service improvements over time. Service Excellence Reviews gives you the ability to track the impact of your initiatives, the success of your delivery and the response of the community.

Resources

In this article, we dive into the power of feedback and its pivotal role in shaping the future of...
As the ‘highly effective’ Stephen R. Covey said: “Most people do not listen with the intent to...
For many decades in HR, performance management has been centred around annual performance...

Ready to drive change in your council?

Every council is unique. Book a call to discover how we can help you meet your specific needs.