This research report assesses the level of maturity of formal service review processes used and the outcomes achieved. It also identifies how these processes can be supported and enhanced, as a future direction.
Local government service provision has transformed significantly over recent decades. Australian councils have moved beyond the traditional narrow emphasis on ‘roads, rates and rubbish’ towards broader objectives to promote the social, economic, environmental, and cultural wellbeing of communities.
Over a similar period, community expectations of local government have increased while other levels of government have devolved various functions. While some council services have experienced higher demand from the community (such as sporting and cultural facilities), others have been subject to increased legislative requirements (such as asset management and strategic planning). The overall effect is that councils must provide a greater range of services while endeavouring to meet higher standards.