Strengthening Service Planning Through a Comprehensive Service Catalogue
Results Snapshot
Client: Scenic Rim Regional Council
Location: West Moreton Region, Southeast Queensland
Population: Approximately 43,000 residents
Sector: Local Government
Solution: Service Reviews
- 10-year Service Profiles and Cost Summaries developed
- 43,000 residents served across 4,240 km²
- Operational and financial insights captured for all services
- Clear framework for prioritising efficiency and sustainability
Overview
The Scenic Rim Regional Council, located in Southeast Queensland, covers an area of 4,240 km² and serves a diverse and growing community of around 43,000 residents. The Council engaged CT Management Group to develop a Service Catalogue – the first stage in its Service Planning journey. The project aimed to establish a comprehensive, data-driven understanding of all Council services, their costs, strategic purpose, and alignment to community outcomes.
The Challenge
Scenic Rim Regional Council sought to strengthen transparency and accountability in its service delivery model.
The Council required a structured process to:
- Identify all services currently delivered and their strategic context
- Understand the full cost, demand, and resourcing needs for each service
- Align services with community expectations, financial capacity, and the Long-Term Financial Plan
The project demanded a collaborative approach across departments to build organisational understanding and consistency in how services were defined and costed.
Our Solution
CT Management Group facilitated the creation of a Service Catalogue, supported by a Project Reference Group to provide technical and strategic guidance throughout the process.
The project involved:
- Establishing a framework of Service Profiles and Service Cost Summaries for each service.
- Providing training and templates for Service Managers to capture data across a 10-year horizon.
- Documenting key elements including service purpose, customers, workload indicators, resources, contracts, performance measures, and emerging issues.
- Implementing a financial projection process capturing costs, revenues, and capital requirements for every service.
This structured, data-led approach equipped Council with a clear view of the scale, cost, and value of all services.
The Outcomes
The Service Catalogue delivered significant insights and tangible improvements for Scenic Rim Regional Council:
- Greater visibility of the full range and purpose of Council services
- Enhanced understanding of service costs, customer needs, and performance levels
- Identification of potential operational efficiencies, savings, and revenue opportunities
- Alignment between service delivery, community expectations, and financial sustainability
- Clear baseline for future service reviews and integration with the Long-Term Financial Plan
The outcome is a living document that supports continuous improvement and evidence-based decision-making.
Testimonial
“This project has sharpened our focus on the purpose, cost, and value of every service we deliver. The Service Catalogue has become an essential reference point for strategic decision-making and financial planning.”
— Executive Manager, Scenic Rim Regional Council