You’ve probably seen this morning’s headlines. Auckland Council’s confidential City Rail Link report found its way to the media due to a single missed checkbox, which will raise some serious questions about LGOIMA management. 

Here’s the uncomfortable truth: LGOIMA requests aren’t just another compliance box to tick – they’re becoming one of the highest-risk processes in local government.  

And unfortunately, with the NZ Herald getting a story like this, it’s about to get a whole lot more challenging.

The Ombudsman’s latest report shows LGOIMA complaints have increased by 30% in the past year alone – and headlines like this won’t help those numbers.  

Based on conversations I’ve recently had with councils this could be a very low estimate, with many mentioning 100-300% increases in requests for information – and they don’t appear to be slowing down any time soon. 

Here’s the thing – poorly managed LGOIMA doesn’t just risk severe reputation damage to your council. It’s creating unnecessary stress for your team. And with a statutory 20-working-day deadline looming over every request, the pressure couldn’t be more real. 

And when you’re dealing with requests that can involve anything from routine queries to highly sensitive information (like today’s CRL story), getting it wrong isn’t just a minor hiccup – it could be tomorrow’s headline. 

Let’s break down the problems with how most LGOIMA is managed: 

But it’s not all doom and gloom in the world of LGOIMA – Ōtorohanga District Council have solved all of the above, and they did it faster than you might think.  

After building and deploying their LGOIMA workflow within their first month using Flowingly, this was their feedback: 

Let’s take a look at their workflow 👇

So how can teams improve how they manage LGOIMA? 

Now, you could try to fix it the hard way – mapping processes, adding reviews, running endless training sessions. But let’s be honest: that’s just putting a band-aid on a broken system. 

Or you could follow Ōtorohanga’s lead: implement a proven LGOIMA workflow in Flowingly that’s already delivering results. 

The best part? Their exact template is ready and waiting in our process sharing platform, Process Hub. Just grab it, customise it to your council’s needs, and you’re good to go. 

Want to learn more about bulletproofing your LGOIMA process? Join our free webinar this Wednesday where we’ll dive deep into LGOIMA management best practices and show you exactly how councils like Ōtorohanga are getting it right. 

The best process improvement initiative is the one that gets done.

It’s simple. The best type of process improvement initiative at your company is the one that gets done.

Not the major project that you keep talking about but never action. Not the “current-state” process mapping exercise that ticks a box but has no follow-up actions.

No.

The BEST type is the one that you action.

Where you ship improvements.

For process improvement to have a true impact, your employees need to be able to touch and feel it. They need to feel the impact of those improvements in their everyday working life, no matter how big or small.

Process improvement is affected by momentum. By regularly shipping improvements – even the smallest improvements – you begin to build a culture of change.

We see this with our own clients. It’s why Flowingly often starts off being used by a single department and within 2 years is used company-wide. Because the Operations team starts automating some processes, then the HR team takes a peek, then Sales, Finance and so on.

When they ask how the other team did it, the answer is simple. “We started.”

This applies to both methodologies and platforms.

Lean, Six Sigma, Kaizen, Agile. They all work.

No-code, low-code, mapping, mining, RPA. They all work too.

Each of these methodologies and platform types will have an impact when done well.

The question you need to ask is “which one can we action?”

Bonus for making it this far…

Here are some tips for creating effective process improvement initiatives in your organization.

1. Be honest about your constraints

Got a decent sized team of developers? Great. All of the platform types listed above are options to you.

If not, cross off low-code, RPA and process mining.

Genuine support and vision for process improvement from the exec team? Business-wide process mapping is a great option.

If not, don’t even try.

Be very honest with yourself about your constraints. Without acknowledging them, you will end up with false starts and inaction.

2. Focus on consistency

What can the business continuously maintain over the coming years?

What can you consistently deploy?

You want to choose a tool that works for you today AND in 2 years’ time.

You might have a couple of weeks in January to dedicate to building that highly-integrated, uber-automated workflow. But will you then be swamped with BAU for the rest of the year?

Consistent effort is key to process improvement.

3. Get started

Action creates momentum.

Many of the successful process initiatives that I have seen are business-driven. Often, they are started by one or two people who are fed up with the status quo.

Every business needs doers.

You hear commentators mention it on the sports field all the time. “She really leads by example”. What they are saying is that she is doing the right things, and the others are inspired to follow.

The same goes in the workplace.

4. And once you’ve done this…keep improving

No process is perfect. No way.

Focus on shipping improvements – not aiming for perfection.

Maybe it’s making a process slightly more streamlined by removing an unnecessary step. Maybe it’s automating an approval that takes your team 10 minutes every day.

By continuously shipping improvements you will begin to build a culture of continuous improvement within yourself and the people around you.

A letter from the CEO

Last week we announced that Flowingly had secured an incredible $4.5m in funding, led by GD1 and Icehouse Ventures.

While this is great news for us as a business, we’re actually way more excited for what this means for our customers.

At Flowingly our goal has always been to enable front-line employees to map, automate and improve their own processes without coding or IT support.

This new investment will allow us to expand the Flowingly product and vision to new markets, allowing organizations worldwide to rapidly transform their processes and create process champions from their employees.

It’ll also help us build up our team, which will in turn improve our product offering. We’ll be able to release even more features faster than ever and make significant improvements to the Flowingly experience.

A true no-code solution

I founded Flowingly in 2016, while searching for a workflow automation solution.

Most of the mid-market solutions I found required heavy IT ownership, with IT teams solely setting up and maintaining organizational workflows. Many of these platforms were also big, clunky legacy solutions which were impeding true agile process automation efforts.

I needed something different. An agile, no-code tool I could build powerful workflows in without a team of developers.

That’s how Flowingly came about.

After years of working on and self-investing in the product, we finally managed to create a product we were proud of.

As a team, we’ve always had a strong belief in the power of company-wide workflow automation and process improvement.

Your people are your greatest asset and the people who use your processes every day – why not give them the tools and the support they need to improve the way they work?

We’ve seen this vision resonate with organizations from smaller mid-market businesses to a Fortune 100 company.

Process improvement and automation shouldn’t be limited to enterprise organizations.

Creating a new category

Two things were essential to us when developing the product.

Firstly, it needed to be user-friendly. If organizations were going to create process champions and citizen developers out of their staff, the tool needed to be easy to use. We needed your HR managers, your Heads of Finance and your CIOs to be able to jump in and get started. That’s why we went completely drag and drop.

Secondly, we wanted to create a truly no-code experience. No-code for us meant no rules, no developers, no knowledge of code languages. At all.

This has meant we’ve been able to help mid-market businesses around the world transform their old, manual ways of working into modern digital experiences in as little as 30 minutes.

It has also helped empower front-line employees to create and improve their own processes.

We’ve seen a rates officer at a local council lead the way in fully transforming their financial processes. We’ve seen a waste management company automate over 80 workflows in just 12 months.

The power of process improvement has never been more accessible.

From our team to yours

Once again, a massive thank you to all of our customers who placed their trust in us for their process improvement journeys.

We couldn’t have done it without the support of the teams at GD1 and Icehouse Ventures who are fully backing the Flowingly mission.

Many people believe that workflows are designed to tie together systems.

They send emails for you automatically. They trigger a purchase order to be raised. They flag an issue.

However, this leaves out a key part of the equation. The people.

Building successful workflows is all about the people element.

For your workflow to be considered “successful”, ask yourself:

A) Does this improve the employee or customer experience?

B) Does this increase company productivity?

It is easy to focus on one of these over the other.

You can build the most efficient workflow possible. But if your employees get frustrated using it, they will find ways around it.

Make it easy to follow

Design your workflow for those who are using it. Not for those who are building it.

Your workflow should read more like a process, not a system map.

Label steps clearly and in a way that makes sense to anyone.

Include instruction fields where helpful. This prompts people on what they need to do.

Avoid acronyms and jargon.

The idea here is that everyone from your CEO to your new intern should be able to understand at a glance who is responsible and what is required of them.

Serve up the right information at the right time

Searching for information is one of the biggest time wasters in the workplace.

Depending on which study you want to reference, the average employee spends anywhere in the range of 4.5 to 9 hours a week searching for information.

How can your workflow give your employees back all these wasted hours?

It serves up the right information when they need it.

Think of things like:

• Having your Working from Home policy available as a downloadable attachment in the Working from Home application.
• Saving a “Welcome to XYZ” email template in your Sales Handover workflow.
• Serving up relevant contracts and paperwork within a workflow, rather than saved in some obscure SharePoint folder.

Think about your audience

Will your HR team be using the workflow? Or will it be your factory staff?

Will they be at a desk? Or on the factory floor?

Your audience will define what makes a good workflow.

What output are you looking to achieve? Work backwards from there.

Maybe the output you’re looking for is that your factory staff consistently log incident reports. Make it easier for them by using dropdown options and image uploads rather than asking them to write an essay.

Potentially you want to increase the quality and consistency of your employee onboardings. Submission speed and screen size is not as much a factor here. Instead, give your team everything they need in one place, from tax forms to H&S induction records.

Equally, if you want to speed up your Capital Expenditure sign-offs, make sure your Executive team can sign-off on the go. Phone notifications with one-touch approval may be best here.

Utilize automated reminders and deadlines

As people we’re inherently forgetful. Even more so when we’re under the pump.

Lean on your workflow system to do the remembering for you.

Adding deadlines and reminders to each step of a workflow gives your employees a clear To Do list to follow.

Automating these reminders means that you should never have to push the process. It should roll right along without any intervention.

Added bonus: Adding deadlines to a step in Flowingly will allow you to run reports on your SLAs. Even if it’s not a critical action, adding deadlines to all steps will make it easier to identify bottlenecks and inefficiencies within your processes.

Ditch the documentation

If your staff need to read an instruction manual on how to submit a request, then you’re in trouble.

Big trouble.

They’ll end up emailing the CFO direct rather than applying through your overly confusing Capital Expenditure form.

Ditch the documentation and design an experience that makes life easier for your employees.

Label fields in a way that makes sense to the end-user.

Include instructions and rich content such as videos or templates to guide them.

Add a “Help” email address to your more complex forms. Or if your workflow system has it (as Flowingly does), prompt users to leave any troubleshooting questions in the comments.

Future-proof your workflows

Workflow admins change. Whether your Business Analyst, HR Manager or CIO is building your workflows, chances are they will move on at some point.

The last thing you need is for your workflows to fall over as soon as they leave.

It might seem crazy, but we’ve heard companies say they had to rebuild a workflow because they had no idea how it was built in the first place.

That’s one of the benefits of a no-code system. You don’t have to decipher lines of code to uncover how the workflow works.

The most important thing? The people.

There’s a famous Maori proverb here in New Zealand.

He aha te mea nui o te Ao? He tāngata, he tāngata, he tāngata.

What is the most important thing in the world? It is the people, it is the people, it is the people.

When improving your processes and workflows, start with the people.

Think of their experience. What would make their job easier? What information do they need to complete their tasks? What would remove frustrations from their day-to-day?

Do this, and the productivity will come with it.