Municipalities
The information existed. It could not move.
A Free State local municipality
Illustrative engagement
- Evidence label
- Illustrative engagement
- Duration
- 9 weeks
- Diagnostic hierarchy
- Levels 3 and 6
- Frameworks applied
- GoTo IMPACT™, GoTo Insight™, GoTo Change Catalyst™
01
Evidence statement
What this page claims, and what it does not
Structurally representative of the firm’s work in this sector. Client identity withheld. Figures shown are the kind of measures agreed at the Define stage, not reported results.
02
The brief and the diagnosis
02The presenting request
Improve public communication about service delivery.
“Residents say we never tell them anything. We need a social media strategy.”
What we found
The communications unit was producing content. The problem was upstream: service delivery information passed through four manual approval steps and two re-keyings before it could be published, by which time it was between five and nine days old. A social media strategy would have distributed stale information faster. The problem sat at level three, governance and process, and level six, systems and data.
Diagnostic hierarchy: Levels 3 and 6
03
Approach
03How the work was run
Approach.
- 01Process mapping from source system to published notice, counting the delay and the duplicate capture at each step.
- 02Two approval steps removed after they were shown to add no review value, recorded as a decision with a named approver.
- 03Automated assembly of the weekly service notice from the source system, replacing manual collation.
- 04Ward-level distribution designed around how residents actually receive information rather than around the channels the unit already had.
- 05Training and a documented communication process so it survives staff turnover.
Delivered
Current-state process map with time and volume estimates
Redesigned workflow and approval route
Automated weekly service notice assembly
Ward-level distribution plan
Documented communication procedure and training record
04
Measures
04Success measures
Specific, sourced and dated. Agreed at the Define stage.
The figures below are illustrative targets of the kind agreed at Define. They are not reported results, and this page does not present them as such.
| Measure | Baseline | Target | Source |
|---|---|---|---|
| Median age of published service information | 7 days | Under 48 hours | Publication log against source system timestamp |
| Staff hours per week on manual report collation | 11 hours | Under 3 hours | Counted baseline, re-counted at 90 days |
| Public enquiries acknowledged within one business day | Not measured | 90 percent, measured from week one | Enquiry log |
Handover
Documented procedure, training record and governance map issued at closure. Follow-up diarised at 30 and 90 days.
05
Related
Frameworks applied
Services involved
Book a Discovery Session
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