The client was a medium-size municipality, with a newly elected council. The council was looking to better understand how well the town is operating and what opportunities for improvement existed.

Client's Challenge

The current council had various suspicions about what was and wasn't working well in the town as well as what departments were doing well and which weren't. The challenge was to gather empirical evidence to evaluate the town's operational performance.

StraNexus' Approach
The approach was to:

• Interview all members of council and all senior administrative staff to gain a better understanding of perceptions, opportunities and gaps
• Interview a cross-section of current staff throughout various departments to better understand opportunity areas for process improvement
• Tour relevant town facilities
• Identify similar municipalities and engage them in an operational benchmarking study
• Summarize findings and present to council, senior administrative staff, and during a public council meeting

Results

• Identified that the town compared favourably against similar towns selected for the benchmarking study (specifically evaluating on operational measures)
• Identified opportunities to improve relations between council and administration
• Identified several potential cost savings and cost avoidance opportunities as well as possible ways to improve efficiencies, customer service and build capacity

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