Building a Practical Service Review Framework

Challenge

A NSW local government organisation needed a more structured and consistent approach to service review. While service improvement activity was already occurring, there was an opportunity to create a clearer framework that could support better decision-making, improve transparency and help service managers understand performance, resourcing, risks and future service needs.

Approach

A practical service review framework was developed to guide how services could be assessed across areas such as service purpose, demand, service levels, financial sustainability, workforce capacity, risk, governance, customer experience and improvement opportunities.

The work included developing supporting templates, review tools, discussion guides and reporting structures to make the process easier for service teams to participate in and apply.

Outcome

The framework created a more consistent and evidence-based approach to reviewing services. It helped shift service review from a one-off reporting exercise to a structured improvement process that could support executive decision-making, service planning and organisational learning.

Key capabilities demonstrated

Service review methodology, local government performance, workshop facilitation, framework development, executive reporting and practical implementation.