From Complexity to Consistent Outcomes
Challenge
A growing local government area in Western Sydney managing diverse services through aging, disconnected systems (15+ years old) faced critical challenges: manual paper-based processes, limited digital citizen engagement channels, data silos, compliance risks, and inability to scale operations with rapid population growth. The council required comprehensive systems review, vendor selection, and transformation roadmap aligned to strategic priorities.
Approach and Solution
Partnered with CEO, CIO, and elected council through comprehensive five-phase program:
- Strategic Alignment: Engaged executive leadership, directors, and elected council; conducted workshops aligning technology to 5-year strategic plan and citizen feedback
- Business-Led IT Strategy: Developed transformation strategy across ERP, CRM, and Property/Asset Management workstreams with process optimisation and change management
- Rigorous Vendor Evaluation: Assessed Oracle Cloud, TechOne, Infor (ERP); Salesforce, Microsoft Dynamics (CRM) using weighted criteria (Functional 40%, Technical 25%, Commercial 20%, Strategic 15%)
- Target State Architecture: Designed comprehensive architecture with core systems, integration layer, security/governance, and master data management framework
- Roadmap & Council Approval: Developed 3-year phased roadmap with $10.3M business case achieving unanimous elected council approval
Key Deliverables
- Current state assessment of systems, processes, and IT landscape with technical debt analysis
- Business-led transformation strategy aligned to council’s strategic imperatives
- Objective vendor selection across ERP (Oracle/TechOne/Infor), CRM, and Asset Management platforms
- Comprehensive target state architecture with integration, data, analytics, and security layers
- Multi-year roadmap (4 waves) covering Foundation, Core Operations, Advanced Capabilities, Innovation
- Business case with 54% ROI, 3.2-year payback, $5.6M NPV; council presentation and approval
Outcomes and Impact
Financial & Operational Benefits | Service & Strategic Outcomes |
$2.1M annual operational savings (Year 3) | 50% reduction in service request resolution |
| 18 FTE productivity gains | 90% citizen satisfaction target (from 65%) |
| $450K annual revenue protection | 24/7 digital service availability |
| Investment: $10.3M | ROI: 54% | Unanimous elected council approval |
| Payback: 3.2 years | NPV: $5.6M | Implementation underway |
Value Delivered
Objective, defensible vendor selection across ERP, CRM, and Asset Management platforms with comprehensive business case achieving unanimous elected council approval. Cloud-first architecture enables modern digital citizen services while supporting efficient population growth scaling.
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