In recent months, service reviews have emerged as a critical priority for local councils across New South Wales. Mandated by the NSW Office of Local Government (OLG), these reviews are designed to help councils assess the effectiveness, efficiency, and relevance of the services they deliver to their communities.
While service reviews may resemble internal audits, they go beyond compliance. They are strategic tools that enable councils to reflect on performance, identify areas for improvement, and ensure that resources are being used in ways that align with community expectations and long-term planning.
A Response to Growing Pressures
Councils today face increasing demands, from population growth and infrastructure needs to financial constraints and evolving community expectations. Service reviews offer a structured way to respond to these pressures by:
- Evaluating whether services are meeting their intended outcomes
- Identifying duplication, inefficiencies, or gaps in delivery
- Benchmarking performance against other councils or industry standards
- Detecting opportunities for improvement including leveraging technology
- Engaging stakeholders in meaningful dialogue about priorities.
By conducting service reviews, councils can make informed decisions about where to invest, where to innovate, and where to streamline.
More Than a Tick-Box Exercise
The OLG’s mandate signals a shift toward greater transparency and accountability in local government. But service reviews are not just about meeting regulatory requirements, they’re about building trust with communities and demonstrating a commitment to continuous improvement.
When done well, service reviews can:
- Strengthen governance and risk management
- Improve service quality and responsiveness
- Support financial sustainability
- Foster a culture of performance and innovation
Outsourcing for Independence and Expertise
Many councils are choosing to outsource service reviews to ensure independence, objectivity, and access to specialist expertise. External providers can bring fresh perspectives, proven methodologies, and deep knowledge of local government operations.
This trend is already underway, with councils actively seeking external support to meet their review obligations.
If your council is preparing for a service review or exploring how to meet the new OLG requirements, Prosperity is ready to assist. Our team brings over 30 years of experience in advisory services tailored to the needs of government. Contact us today to learn more about how we can support your council’s journey toward better service delivery.