I provided independent consultancy and advisory services to enhance CouncilBiz’s delivery of Business Support Services to its member councils.
Problem Statement / Opportunity: CouncilBiz is a provider of centralised shared services to regional and remote local councils across the Northern Territory. CouncilBiz required a strategic review and enhancement of business support services provided to member councils. The opportunity was to create a Service Level Agreement (SLA) and Service Catalogue that would comprehensively outline the services provided, establish clear performance metrics, and align with the councils’ needs.
What I Did / Delivered: I conducted an in-depth analysis of existing services culminating in an initial Situation Report and strategic recommendations. Subsequently, I led the development of a Service Catalogue and detailed Service Level Agreements with all member councils. This included defining service descriptions, identifying service owners, setting target response times and KPIs, and establishing quality controls. The SLAs provided a structured approach to managing and delivering CouncilBiz’s services to member councils.
Outcomes: The deliverables facilitated a more transparent and accountable service framework for CouncilBiz. The clearly defined SLAs and service catalogues enabled CouncilBiz to meet their service delivery commitments effectively, improving their relationship with member councils and enhancing overall service satisfaction.
