The CouncilMARK™ programme is best described as a measure of performance assessment and continuous improvement that assists councils to deliver top service and value to their communities.
CouncilMARK™ incorporates an independent assessment system that assesses how councils are performing and the value they are delivering. Councils receive an overall performance rating from a team of independent assessors and commentary on their performance.
The four priorities areas for CouncilMARK™ are:
CouncilMARK™ rewards robust decision-making, promotes a more responsive council culture, improved services and better communication.
The provision and communication of the performance assessment “rating” is not the end-game, rather the focus is on a long-term lift in council and sector outcomes, performance and reputation.
CouncilMARK™ is cycle of continuous improvement. Councils and communities share information and input into decisions that over time will lead to more united plans, actions and achievements.
The programme rewards councils who actively involved their communities in information and decisions. As such, maintaining customer-focus becomes embedded in council objectives and culture. Councils will be offered tools, services, best practice, shared experiences and other assistance to help them fully transform to a more customer-focused organisation, with improved performance and outcomes.
The CouncilMARK™ programme incorporates a set of performance measurement principles, an over-arching performance framework and a set of underlying performance indicators that will guide the team of independent assessors.
The four priority areas were derived from public and business feedback from the New Zealand Local Government Survey 2015.
LGNZ worked with Cameron Partners to develop indicators for each priority area contained with an overall performance “system” that:
CouncilMARK™ complements the NZ Society of Local Government Managers (SOLGM) Australasian LG Performance Excellence Program.
135 councils across New Zealand and Australia are participating in the Program – a system of council performance measurement that has been delivering benchmarked results for participating councils for over four years. To find out more about the Program, visit SOLGM’s website.
LGNZ and SOLGM agree that councils are well served by participating in both the CouncilMARK™ local government excellence programme and SOLGM’s Australasian LG Performance Excellence Program. CouncilMARK™ is strategic and focused on delivering better customer value while SOLGM’s Program is focused on internal management operations.