THE LATEST NEWS AND ANNOUNCEMENTS FROM THE
LG PROFESSIONALS SA BUSINESS PERFORMANCE & IMPROVEMENT NETWORK
Welcome to our fourth edition of The LG Innovator! In this edition, we are reflecting on our most recent Forum, learning about how AI is improving our streets, recognising award-winning projects in local government, understanding data bias, catching up on the City of Adelaide's evidence-based culture, and considering how we safeguard our citizens' data.
The Committee is supported by the team at LG Professionals SA. If you have any queries or are seeking support, please reach out via networks@lgprofessionalssa.org.au.
Meet our current Business Performance & Improvement (BPIN) committee here. You can also contact any members of the Network committee via our Viva Engage site. If you don’t know about Viva Engage or if you've never used it before, here is a helpful Viva Engage How-To Guide. |
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IN THIS EDITION
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Reflections - Business Performance And Improvement Network Forum March 2025: CX Connect - Insights For Impact. Read here
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Trending - Our streets and AI - Coming together to improve safety. Read here
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Spotlight - 24th Annual Leadership Excellence Awards Winners. Read here In Focus - Data:
Valuable but never neutral. Read here -
Spotlight - The City of Adelaide's evidence-based culture. Read here
Working Differently - Data without damage: Safeguarding citizens’ rights in the digital age. Read more. -
Connect - Events and online discussions. Read more
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BUSINESS PERFORMANCE AND IMPROVEMENT NETWORK FORUM MARCH 2025: CX CONNECT - INSIGHTS FOR IMPACT
By Kristy Noakes, Manager Community Engagement and Experience,
City of Charles Sturt
On Tuesday 25 March, the BPIN Forum: CX (Customer Experience) Connect – Insights for Impact was held at the City of Charles Sturt, welcoming over 100 attendees from across the sector. The event brought together professionals committed to customer experience, innovation and collaboration. The program included presentations and panels on Voice of Customer programs, organisational culture, and managing communication channels. Highlights included: - Raechel Pratt, Lead Systems & Insights, Customer Experience - City of Adelaide and Kristy Noakes, Manager Community Engagement and Experience - City of Charles Sturt, on CX feedback programs.
- Megan Bradman, Manager Customer Experience - City of Marion, on building a CX-first culture.
- A lively panel discussion Empowering Our Customers - Channel of Choice with Nicky Cavallo, Unit Manager Customer Experience - City of Marion, James Roberts, IT Manager - City of Charles Sturt, Leanne Reynolds, Customer Relations and Records Management Leader - City of Port Adelaide Enfield, and facilitated by Claire Bircumshaw, Change Manager - City of Marion.
- An interactive workshop for participants to tackle real-world CX challenges.
This year, we kicked things off with a Mentimeter poll to crowdsource CX challenges, helping to shape the Forum conversation. Feedback was resoundingly positive, with attendees valuing the chance to network, learn from peers, and share ideas. We’re already looking forward to the next Forum. Please see details for this at the bottom of this newsletter. |
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OUR STREETS AND AI - COMING TOGETHER TO IMPROVE SAFETY
Image credit: Department of Infrastructure and Transport
Did you know that the South Australian Government is embracing cutting-edge technology to enhance road safety and traffic efficiency through the deployment of AI-powered traffic cameras?
A collaborative initiative between the Department for Infrastructure and Transport (DIT) and SAFEgroup Automation (SGA) has seen a pilot of these advanced systems at key intersections, marking a significant advancement in traffic management.
The software is an intelligent solution to improving road safety and traffic flow during peak periods. The cameras are linked to the DIT’s Traffic Management Centre (TMC), allowing staff to monitor vehicle movements and automatically adjust traffic signals to reduce congestion. |
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BUSINESS PERFORMANCE AND IMPROVEMENT WINNING PROJECTS
Earlier this month, LG Professionals SA along with the wider sector came together to recognise and celebrate the projects showcasing leadership and innovation within local government at the LG Professionals SA 24th Annual Leadership Excellence Awards. Today, we're spotlighting two of the category winners most aligned with business performance and improvement so you can learn more about the award-winning work that's being undertaken. |
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EXCELLENCE IN CROSS COUNCIL COLLABORATION - COLLABORATIVE COUNCIL POWER PURCHASE AGREEMENT
In response to rising energy costs and carbon emissions, the City of Mitcham, City of Charles Sturt and Rural City of Murray Bridge joined forces to lead a sector-first renewable energy procurement project. Delivering major cost savings and emissions reductions, the initiative showcases how councils can drive sustainability through collaboration, data-sharing and strategic procurement. With a toolkit now in development to guide others, this model is setting the standard for energy innovation across local government. |
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EXCELLENCE IN CROSS COUNCIL COLLABORATION - MURRAY RIVER AND FLEURIEU STUDY HUBS PROGRAM
Spanning 11,000 km² and uniting four councils,
the Murray River & Fleurieu Study Hub has reshaped regional education - bringing
university access closer to home for hundreds. With $3.7M secured since 2018
and over 350 learners supported, this cross-council initiative is addressing
skills gaps, boosting local economies, and lifting tertiary attainment in areas
where fewer than 10% once held degrees. A powerful model of collaboration,
innovation, and community transformation. |
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EXCELLENCE IN CUSTOMER SERVICE OR EXPERIENCE - CUSTOMER ACCESS RESTRICTION PROCEDURE
The City of Onkaparinga’s Customer Access Restriction Procedure (CARP) initiative offers a clear, compassionate framework for managing unacceptable behaviour - protecting staff wellbeing while supporting community access. With a focus on safety, consistency, and re-engagement, the procedure has reduced notifiable incidents and staff downtime, and empowered teams to respond confidently. Aligned with the Community Vision 2034, CARP is a scalable model that strengthens inclusivity, accountability, and psychological safety in public-facing environments. |
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DATA: VALUABLE BUT NEVER NEUTRAL
By Ania Karzek, Manager Strategy & Governance, City of Holdfast Bay
“Data is the new oil” is a phrase attributed to mathematician Clive Humby. It’s a powerful metaphor, not only because it underscores the immense value of data as a resource, but also because it reminds us that, like crude oil, data must be processed and refined to become truly useful. We often focus on the opportunities that data enables: evidence-based decision-making, personalisation of services, real-time monitoring, joined-up systems, predictive analytics, and more. The possibilities appear endless, limited only by our imaginations. Data promises to help us work smarter, act faster, and serve better. But how often do we pause to consider the shadow side of data?
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CITY OF ADELAIDE'S EVIDENCE-BASED CULTURE
By Lauren Gedye, Project Support Coordinator,
City of Adelaide
In 2024, City of Adelaide’s Strategy, Planning and Engagement team established their internal Research and Insights Network to support the City of Adelaide Research Services approach: driving a culture of evidence-based decision making, and program and service delivery. The Network aims to improve internal processes, governance structures, and share resources to help build organisational research capability. |
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Esme Barratt
Coordinator,
Services Planning
City of Adelaide
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We caught up with Esme Barratt, Coordinator, Services Planning at the City of Adelaide, to learn more about the Research and Insights Network. What are the goals of the Research and Insights Network? What has been achieved? The goal of the Network is to champion the development and use of insights to inform decision-making across the City of Adelaide (CoA). The intent is to help the organisation make decisions, particularly complex decisions, through research and insights by: |
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DATA WITHOUT DAMAGE: SAFEGUARDING CITIZENS’
RIGHTS IN THE DIGITAL AGE
In a world that is increasingly shaped by technology, data has become the currency of power. All sectors – whether government, private or between – collect vast amounts of data and use it in various ways. While data can unlock innovation and efficiency, it also brings risks, particularly when governments treat citizens’ rights as an afterthought, rather than in the foundational designs of the technologies they implement. While it may feel like the proverbial horse has bolted, the right to privacy remains a democratic necessity. Without it, freedom of expression and association, and protection from discrimination are all at risk of irredeemable compromise. Furthermore, without ethical design, accountability and rights-based underpinnings, data collected by governments can be used to erode, or even ultimately undo, democracy itself. So, what can we do to safeguard citizens’ rights? |
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SAVE THE DATE FOR OUR SECOND FORUM OF 2025
Mark your calendars for 9:30AM - 1.00PM on Wednesday 23 July 2025, at the City of Victor Harbor for our second LG Professionals SA Business, Performance and Improvement Network Forum of the year. Keep an eye on your inbox for your invite soon. We look forward to seeing you there and encourage those interested to join us in person on the day to make the most out of the learnings and experience. |
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The Business Performance and Improvement Network is keen to serve and support our sector in our never-ending quest for innovation and continuous improvement.
This year, we will again be bringing you opportunities to gather and learn at face-to-face and online forums, which we encourage everyone to attend and share widely with your colleagues. Watch your inbox for news of upcoming forums.
In the meantime, we would also like to harness the ‘wisdom of the crowd’ and start conversations across the sector about a range of topics of interest, including what vexes or perplexes you. We invite you to join our BPIN Viva Engage site to start new or join in existing discussions. Please feel free to ask questions, offer up your experiences, seek advice from others, bounce ideas around, or just generally connect with colleagues across the sector.
If you’d like to connect with colleagues across the sector but aren’t sure what Viva Engage is, here is a brief explanation in our Viva Engage How-To Guide. If you’re ready to sign up or get involved, click this link here – and don’t forget to add it to your favourites! |
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LG Professionals SA | Networks and more Did you know that the
Business Performance and Improvement Network is just one of many Member Networks supported by LG Professionals SA? Alongside a range of training and
development opportunities, network events and forums are a great way for you to
connect with like-minded professionals within the sector.
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