1. Projects >
2. Designing a Service Review Program for NSW Councils

Sector: Local Government
Service: Organisational Performance & Service Delivery

With the introduction of the revised Integrated Planning and Reporting Guidelines in 2021, NSW councils are now required to embed a culture of continuous improvement through structured Service Review Programs. Morrison Low has supported several councils across the state in designing and implementing these programs, ensuring alignment with legislative requirements and organisational goals.

Our Sydney-based team, led by Director Stephen Bunting, has worked closely with councils to deliver tailored frameworks that reflect each organisation’s unique context. This includes facilitating the “Starting the Journey” workshops in partnership with LG Professionals NSW, which have helped councils initiate their service review journeys with confidence.

Key elements of our approach include:

• Service Catalogue Development: Assisting councils to define the scope and structure of their services, often supported by detailed service plans outlining objectives, inputs, outputs, and performance measures.
• Framework Design: Establishing a clear Service Review Framework with defined charters, objectives, and guiding principles. We help clarify the roles of governing bodies and Audit, Risk and Improvement Committees in overseeing service performance.
• Template and Process Standardisation: Creating consistent templates and review processes to ensure uniformity in reporting and outcomes.
• Strategic Prioritisation: Supporting councils to identify and sequence service reviews to maximise organisational value and resource efficiency.
• Stakeholder Engagement: Developing communication and engagement plans to ensure staff and stakeholders are informed, involved, and empowered throughout the review process.
• Governance Clarity: Defining roles and responsibilities across all levels of the organisation to ensure accountability and transparency.

Morrison Low continues to provide training, facilitation, and advisory support to councils across NSW. Our work enables councils to not only meet compliance requirements but also to drive meaningful improvements in service delivery and community outcomes.

To learn more about how we can support your council’s service review journey, please contact Stephen Bunting or Melissa Gibbs.