Service Delivery Planning – Tweed Shire Council

Client:Tweed Shire Council
Location:Tweed Shire, Northern NSW

Tweed Shire Council is the largest local government area on the north coast of New South Wales, with a growing population of over 90,000 people served by some 650 Council staff.

Elton Consulting worked closely with Council to undertake a comprehensive, whole-of-organisation, service planning project.

In the first phase of the project, we worked with staff to prepare ‘plan on a page’ service plans. These were an important input to the Council’s Fit for the Future submission and were completed within a very tight timeframe. This phase included workshops with directors and managers, preparation and refinement of a purpose-designed service plan template and intensive workshops with five cross-organisational teams of 8-10 staff.

Phase two involved a more extensive process, including:

  • development of a service plan template, purpose-designed to meet Council’s needs
  • design and facilitation of two rounds of workshops with the five cross-organisational teams, to support them to complete the templates for their service areas
  • capacity-building workshops, including preparation of meaningful service levels and performance measures
  • peer review of over 40 draft service plans prepared by the five teams.

The service plans also formed the basis for extensive consultation led by Council’s community engagement network, as part of the broader Tweed: The Future is Ours project.