By Kristin McIntosh
When you make a cup of tea, it feels simple—boil water, add tea, pour, enjoy. But behind that simplicity lies a process. Miss a step, and the result isn’t what you hoped for. The same applies to digital transformation in local government: without clear process mapping, things can quickly go off track.
This concept was brilliantly captured in presentations shared by Kristin McIntosh, whose work on process improvement and service transformation has become a cornerstone for councils embracing digital change.
Why Process Mapping is Your Boiling Water
Kristin’s insights show that without process capture, you can’t pinpoint why something isn’t working or where to focus improvement efforts. It’s the boiling water moment—the essential starting point. From housing services to customer interactions, gaps in processes often correlate with higher complaint levels. Mapping gives clarity, reduces risk, and sets the stage for transformation.
Ingredients for a Perfect Brew
- Consistency of Method: Just as you measure tea leaves for the perfect strength, process mapping ensures equality in service delivery.
- Compliance and Training: Like following a recipe, documented processes help new staff learn and prevent missed steps.
- Framework for Change: With the right information captured, councils can articulate what should change and identify benefits—whether cost savings, reduced duplication, or improved customer experience.
The Takeaway
Next time you brew a cup of tea, think about the steps you take and how they mirror the discipline of process mapping. For local government, this isn’t just a technical exercise—it’s a cultural shift toward clarity, collaboration, and continuous improvement.
So, brew your tea, map your processes, and join the conversation. Because in localgov digital, the perfect blend starts with understanding the recipe.