Managing information to improve service delivery for Mackay Regional Council

Related services

Mackay Regional Council (MRC) recognises the important role that information plays in providing citizens with better access to services, both face-to-face and in web-based online delivery. 

To continue to do this, MRC needed to identify key information assets across the organisation that could be managed and used to add greater value, generate insights and better inform decisions. 

GWI were engaged to enable this process and to provide essential information management (IM) expertise, domain knowledge and experience. 

The current information environment  

GWI first analysed and understood the fundamental business goals, challenges and community outcomes that had to drive the IM program. The team then conducted an organisation-wide assessment of the value and location of key information assets, engaging with stakeholders across varying levels and departments. These results were then evaluated to provide a clear picture of the ‘information environment’ and the alignment of information with the key business drivers. Extensive and structured stakeholder engagement won the trust and support of council staff and enabled the construction of a roadmap that was aligned to business priorities and outcomes.

Recommending actionable change 

GWI delivered a roadmap for MRC clearly outlining the necessary steps to improve information management processes. The roadmap was based upon a set of practical and achievable recommendations with clear actionable steps that would result in more accurate information to support the delivery of services to the community.

GWI also provided MRC with a tailored IM Framework which provides the basis for the ongoing implementation of appropriate IM processes and governance over time. GWI was subsequently engaged to support and mentor the program and to implement the recommendations in the previous report. 

Now with a clear understanding of IM best practices, MRC can provide their community members with better access to services and lasting public benefit.