Kirsten Ruckert - National Executive - Performance, Participation & Change
Katherine Fellows - Senior Consultant - Strategy, Change & Advisory
Mike Basterfield - Group Manager - Logan Water City Council
This case-study will share Logan Water’s journey transforming the organisation’s legacy business model of siloed functions, sometimes operating at cross purposes to a focus on planning and delivering services with an end to end, integrated mindset, answering the following questions:
- With the business in an operational steady state, why did Logan Water see the need to change?
- With leadership support in place, how did Logan Water plan for and commence transformational business change?
- How did COVID disrupt and impact the change process?
Change, business transformation, leadership, efficiency, effectiveness, COVID, service delivery, performance, ways of working, end to end.
About Logan Water
Located in South-East Queensland between Brisbane and the Gold Coast, Logan City has experienced ongoing, significant population growth, boundary change and city transformation over the last 15 years. Through the Queensland Local Government Boundary Reform Program, Logan City experienced a significant step-change, tripling in service area, growing from 29 to 70 suburbs, and becoming responsible for planning and delivering some of the State’s largest urban growth development areas (Flagstone and Yarrabilba).
In parallel, the scale and structure of Logan Water has experienced ongoing, significant change. Through boundary and SEQ water reform, Logan Water transformed from a Council-owned water business to an integrated regional business under Allconnex Water (amalgamating Logan, Redland and Gold Coast Council’s water businesses). With the subsequent dissolution of Allconnex Water, Logan Water transitioned to today’s ownership model within a significantly expanded Logan City Council. Logan Water now operates with a turnover of more than AUD $280 million, an asset base of AUD $1.47 billion, services a customer base of around 300,000 residences over 958km2 and is now recognised by the State as a significant business activity.