Process Mapping & Service Model Uplift

keziahsue8
16 hours ago
3 min read

Client: NSW Government Indigenous Agency
Dates: Oct 2024 - April 2025
Program Type: Business Improvement

BACKGROUND

PMLogic partnered with an NSW Government Indigenous agency to deliver a comprehensive process mapping initiative designed to strengthen how services are delivered to Aboriginal communities. Grounded in a people-centric, co-design approach, the engagement focused on strengthening operational clarity, defining responsibilities, and building a sustainable service model that supports long-term social and economic outcomes.

Aligned to PMLogic’s commitment to Purpose, People, and Planet, the project aimed to create sustainable, practical improvements that empower both staff and communities.

THE CHALLENGE

The agency operates across multiple functions, playing a critical role in supporting Aboriginal communities through land ownership and activation, funding programs, and advisory services. However, like many complex government environments, challenges existed in:

Inconsistent and undocumented processes
Unclear roles and responsibilities across functions
Limited visibility of how teams interacted internally and with the broader department
Gaps in governance, reporting, and lifecycle management
A need for sustainable, staff-owned processes

A holistic, integrated view of operations was required to improve efficiency, accountability, and outcomes.

APPROACH

PMLogic delivered the engagement through a clear, staged process designed to embed lasting organisational change in their ways of working:

Initial Consultation & Stakeholder Engagement

The project commenced with an inception phase focused on building alignment and understanding:

Conducted initial consultations with stakeholders across the agency and broader department
Identified key pain points and service delivery challenges
Established a shared vision for success, including a future-state service model and operating approach

This phase ensured clarity on why the work was being undertaken and set the foundation for strong engagement across teams.

Collaborative Discovery Workshops

A series of function-specific workshops were conducted across all core business areas:

Aboriginal land use and planning functions
Grants delivery and partnerships
Governance and engagement
Executive and leadership processes

These sessions focused on capturing day-to-day operational realities, providing a rich, frontline-informed view of how the agency truly operated:

Documented current-state processes, variations, and workarounds
Identified cross-team dependencies and bottlenecks
Highlighted gaps in accountability, governance, and process clarity

Validation and Iteration

Following discovery, PMLogic facilitated sense-making workshops to synthesise insights and align teams:

Brought stakeholders together to validate and challenge captured processes
Identified overlaps, duplication, and fragmentation across functions
Began shaping a joined-up, end-to-end view of service delivery

This phase was critical in shifting perspectives—from siloed activities to a whole-of-organisation operating model.

End-to-End Process Mapping

From these workshops, PMLogic developed detailed, integrated process maps including:

Grants and funding lifecycle
Land use planning and advisory services
Governance and engagement activities
Contractor engagement and management
Reporting and information flows

By mapping how the teams interacted internally and with the broader department, these process maps clearly define roles, responsibilities, and interdependencies across teams and the inputs, outputs, and decision points of each workflow. Creating a single source of truth for how the agency operates.

Capability Uplift and Handover

At the end of this engagement, PMLogic delivered training and support materials alongside the process maps to ensure that the process maps were not a static output but living document: