209 – Local government and humour – sometimes you just have to laugh.

Posted by Whistler                                                                                               400 words

Geelong Mayor

Image – The Geelong Advertiser, 2 April 2016.

There have been a number of humorous posts in the life of Local Government Utopia. And sometimes you do just have to laugh. Humour is often used in a uniquely Australian way to make a point. Often the point is quite serious, a I think it usually is in the case of local government.

For example, whilst the Mayor of Geelong, Darryn Lyons (aka ‘Daz’), parades as a figure of fun, the Council he leads is far from funny. If media reports are accurate, it is about to be sacked for bullying, poor leadership, and a general lack of competence. You could be forgiven for thinking that it was a mistimed April Fools’ day joke.  Many of his constituents think he is marvellous.  Some find this surprising but I think it goes to a fundamental and unfortunate truth about how local government is viewed by many in the community

A colleague related a story to me about the Mayor of Geelong.   Continue reading

198 – Essay No. 5 – Local government and leadership.

Posted by Colin Weatherby                                                                         1300 words

Mark H Moore strategic triangle

Mark H. Moore’s ‘strategic triangle’ – the basis for value-led public sector management

I have been thinking about leadership a lot recently. It has been a recurring theme in posts on this site. Reading Jeffrey Pfeffer’s book has challenged my thinking about how leaders work and what motivates them. It has reinforced some of my scepticism about leaders and why they do what they do. I tend to agree with Peter Drucker’s questioning of the distinction between leadership and management. Ultimately, organisations, particularly in the public sector, have to be managed. The idea that somehow managers aren’t leaders or that leaders aren’t managing doesn’t make sense.

Having said that, I can think of organisational leaders I have known who couldn’t manage. At some point they just ticked the leadership box and assumed the position! Pfeffer explains how and why everyone then goes along with it. Once you are a leader it seems you can get to stay there without any real scrutiny and accountability for your performance. That has definitely been my experience in local government.

I keep imagining myself working in an organisation with an effective leader who manages the organisation for high performance (not career advancement). One that provides clear strategy, direction and goals.  One who coordinates effort to  across the organisation to achieve those goals. In particular, I have been thinking about how they could do that in local government. Continue reading

163 – Decision making: Decision-focussed strategic planning in local government.

Posted by Lancing Farrell

more better faster

Image

This is the sixth post in a series.  Michael Mankins and Richard Steele propose an alternative model of strategic planning. They believe that strategic planning can’t influence organisation performance if it doesn’t drive decision making. And it can’t drive organisational decision making while it is focussed on individual business units and limited to an annual planning process. They describe some of the changes that organisations can make to their strategic planning to produce more, better and faster decisions.

They separate – but integrate – decision making and planning. Decisions are taken out of the planning process into a parallel process for developing strategy. Executives can identify the decisions that they need to make to create more value over time. The output of this process is a set of decision that management can codify into future business plans through the planning process. Continue reading

160 – Making a local government service catalogue. Part 2: What to do with it?

Posted by Colin Weatherby                                                                                      630 words

service category

In the first post I described a service catalogue and looked at where (and how) to start making one. This post discusses what to do next to refine the service catalogue and use it to improve organisational performance. I have no doubt that a service catalogue is essential to starting a discussion with the community about services required in a rate capped operating environment, however it should also drive continuous improvement by providing a focus for service reviews.

The ‘first cut’ service catalogue that defines services from the customer viewpoint and links that view to organisational structure, is really just the start.

Further analysis is required to determine the link between the service catalogue and organisational strategic plans (especially the council plan). This can be achieved by coding the spreadsheet of cost centres with the themes or key objectives or themes in the plans. This will allow further analysis by pivoting on different criteria. What is the link between council plan objectives, customer defined services and cost centres? Continue reading

159 – Making a local government service catalogue. Part 1: Where do you start?

Posted by Colin Weatherby                                                                                         740 words

service catalogue food images

Across local government in Victoria councils are starting to discuss core and non-core services and the need to make a service catalogue – in other words, list of all the services they provide. In part this interest has been sparked by rate capping and the need to better understand where revenue is going. Any council attempting to increase rates above the Essential Services Commission cap will need an argument that is supported by their community. So what is a service catalogue?

In its simplest form it is a list of all the services a council offers, and by default, anything not on the list is not offered. It doesn’t mean that other services can’t be offered but there will need to be consideration of the costs and benefits before committing to do so. The list will need to be controlled once it has been made.  Deciding what services you will and won’t offer (and who will and won’t receive them) is at the heart of strategy. Continue reading

157 – Captive customers. Why are they so special?

Posted by Colin Weatherby                                                                         850 words

captive

The idea that our customers (i.e. the ratepayers, residents, businesses and citizens in the community) are captive to our services is not new, however the implications are seldom discussed in local government. What does it really mean for service providers when their customers are forced to pay for services they may not use, or for service levels that may not meet their specific needs?

The idea that we will have choice in matters affecting our lives has become sacrosanct in western society, especially if we are paying. Customer service standards today are unrecognisable from those of the last century. Nobody expects to wait. If what they want isn’t available, they expect the service provider to get it – and quickly. If service falls below the normal standard they expect compensation. Social media is giving voice to unhappy customers and putting pressure of organisations.

In this environment, getting customers to pay for services in quarterly instalments and then receive standard services designed to suit ‘everyone’, leads to obvious conflicts. Continue reading

154 – “If it is easy or there is a budget, councils are probably doing it”.

Posted by Whistler                                                                                                          400 words

easy peasy lemon squeezy

The flip side of this statement is that if it is difficult or there is no budget, councils probably aren’t doing it. This is one of my most common bits of advice to residents. The reality is that councils can really struggle to do difficult things. It isn’t that they don’t want to. It is just that the system militates against it. It is worth thinking about the hallmarks of something that is difficult for local government.

It is often something that is new – something that the council hasn’t done before that has to be learnt. This takes time and effort, and can be risky. Someone could be upset by it. You might make a public mistake. I once worked for a council that wanted to be recognised as a leader, but only by doing things that other councils had already proven would work. Continue reading

153 – Decision making: Some challenges for local government.

Posted by Lancing Farrell                                                                              580 words

face butt towel

This is the third post in a series.  Sometimes making decisions is difficult and a guide is helpful. Local government has some particular types of decision making that frequently present challenge. These decisions need to involve the right people at the right level in the organisation. Often they cut across functional areas.

Two of the key challenges for local government in becoming a decision-driven organisation are whether or not to centralise decision making and how to ensure cross-functional cooperation in decision making. I will start with centralisation. Continue reading