For Inner West Council (IWC) to advance on their continuous improvement journey, they needed a clear baseline of their organisational performance to build from. And they wanted to take a data-driven approach to prioritising their resources where they’d make the biggest difference. By adopting a proven framework and the AskYourTeam platform, IWC was able to make informed decisions that transformed their outcomes for their community. Their remarkable progress saw them winning multiple awards, including the prestigious AR Bluett Award in 2023 for being the most progressive metropolitan council in NSW. 

Replacing guesswork with insights

IWC needed a reliable method to baseline the performance across their organisation and measure the impact of their improvement efforts. "Performance metrics are important in any organisation. How can you improve if you don’t know where you’re at today?” says Melanie Gurney, Senior Manager Customer Experience & Service Transformation.

A structured approach using a proven framework

“We adopted the Australian Business Excellence Framework and used Excellence Manager through AskYourTeam’s platform to guide us” says General Manager, Peter Gainsford. This framework provided a clear roadmap, turning ambitions into actionable steps, that delivered measurable results. 
The ABEF offered a structured approach, eliminating ambiguity. “We use the framework to measure performance across the whole organisation, to give us a statistically based way of improving the organisation and a clear understanding of where we need to focus in on” says Peter. This methodology ensured every effort aligned with the overarching goal of Excellence. 

Actionable insights to focus priorities 

“Having the data from Excellence Manager will help us to really prioritise where we are going to be focusing our efforts” Melanie emphasises. These insights go beyond mere data points; they will reveal opportunities for  IWC to prioritise their efforts effectively. This comprehensive understanding will allow all teams to focus on the most impactful actions to create a thriving community. 

Driving efficiency and momentum 

The AskYourTeam platform proved to be both efficient and cost-effective. Peter notes, "Many councils struggle to find the resources to do a successful continuous improvement and excellence program. The AskYourTeam platform enables you to collect data in a cost-efficient way across the organisation."
This meant IWC could focus on action rather than spending excessive time gathering and analysing the insights they needed to make the right decisions to really shift the needle for their community. 

Cultivating a culture of continuous improvement

Everyone in the organisation was empowered to be part of the journey. "The AskYourTeam platform provides a tool across the whole organisation for people to think about their Excellence journey, what the priorities are and how to track progress to improve.” Peter adds. This inclusivity was key to fostering a culture of continuous improvement.