From Chaos to Clarity: Common Mapping Mistakes Councils Can Fix Fast
Process mapping is supposed to bring order to chaos. But in many councils, it ends up creating a different kind of mess – tangled diagrams, bloated documents, and confused staff asking, “Wait, where’s the actual process?”
At Flowingly, we work with government teams across Australia and New Zealand who are tackling outdated systems, manual processes, and increasing compliance pressure. And more often than not, process mapping is where the trouble starts (and sometimes ends).
Done well, process maps can transform how councils operate. Done poorly, they become yet another unused document sitting in SharePoint or locked in Promapp purgatory.
So, what’s going wrong?
Below, we unpack the most common mistakes councils make with process mapping – and how you can turn things around quickly.
🧩 Mistake 1: Trying to Map Everything at Once
Ambition is great. But trying to map your entire organisation in one go? That’s a one-way ticket to “overwhelmed and underdelivered.”
It’s a mistake we see all the time. A new initiative kicks off. A process champion gets the go-ahead. Suddenly, there’s a spreadsheet with 87 processes to map “by end of quarter.”
The result?
- Teams are swamped.
- Maps end up half-done or overly generic.
- Nobody’s really sure what success looks like.
The problem is this approach assumes all processes are equally valuable, equally broken, or equally known.
Spoiler: they’re not.
How to Fix it:
Start small and strategic. Focus on 1-3 processes that:
- Are high impact (touch lots of staff or citizens)
- Are manual and error-prone
- Are under pressure (e.g., LGOIMA, LIM, rates, dog reg)
Map them properly. Validate them with the people doing the work. Then move to the next one.
Ōtorohanga District Council didn’t start with every process. They started with one – LGOIMA. That led to a 75% reduction in admin time. Wins like that build momentum.
📚 Mistake 2: Using the Map as a Manual
There’s a difference between a process map and an SOP. One shows the big picture. The other is the step-by-step.
Too many councils try to cram every detail into the map: dropdown values, system screenshots, exact field names. The result? A visual nightmare.
The result?
- Maps become dense and unreadable.
- Staff get frustrated trying to follow them.
- Updating even one field becomes a chore.
How to Fix it:
Use your map to show the flow:
- Who’s doing what
- In what order
- With what approvals
Keep supporting material in separate SOPs or documents – and ideally, link them. (This is exactly what Flowingly’s upcoming SOP feature will enable: rich guidance embedded within the map, but not cluttering it.)
By separating flow from instruction, you make both easier to use – and way easier to update.
🧠 Mistake 3: Leaving Out the People
Process mapping isn’t just a technical task – it’s a people one. Yet, in many councils, maps are created in a vacuum.
A BA interviews a manager, drafts the map in isolation, and sends it out for “approval.” Meanwhile, the people actually running the process haven’t been consulted at all.
The result?
- The map doesn’t reflect reality.
- Staff don’t trust or use it.
- It’s outdated before it’s even published.
How to Fix it:
Involve the people who live and breathe the process. Let them contribute and challenge assumptions. It can be as simple as:
- Asking frontline staff to walk you through a typical day
- Capturing exceptions they handle (but no one documents)
- Sharing a draft map and inviting feedback in plain language
Collaboration is easier when your mapping tool is simple and accessible. That’s why Flowingly’s drag–and–drop builder is designed for everyone – not just process pros.
🔄 Bonus Mistake: Confusing Mapping with Automation
It’s easy to conflate mapping and automation. After all, both aim to improve processes. But jumping into automation without a clear, accurate map is like building a house without a blueprint.
The result?
- Automated processes replicate existing inefficiencies
- Compliance gaps get missed
- Exceptions bring everything to a halt
How to Fix it:
Map first. Then automate. Use the map to identify:
- Bottlenecks
- Manual handoffs
- Compliance risks
- Data collection points
Only then should you start designing automation workflows – with a clear understanding of the real process, not a guess.
At Tauranga City Council, clear process maps made it easier to identify what not to automate, saving their team time and headaches.
📋 What Good Looks Like
Let’s talk about what mapping success looks like – in the real world.

Ōtorohanga District Council
- Before: Ad hoc email handling of LGOIMA requests, no central view, high admin burden.
- After: Standardised process map with clear roles, deadlines, and automated tracking.
- Result: 75% reduction in admin time. Faster responses. Less stress at audit time.

Tauranga City Council
- Before: Multiple tools, no clear process ownership, staff reluctant to engage.
- After: Easy-to-follow Flowingly maps built collaboratively with business teams.
- Result: Full council adoption in 4 weeks. Better visibility, better outcomes.

Waitomo District Council
- Before: High staff turnover made onboarding tough. No consistent process documentation.
- After: Simple, visual process maps captured team knowledge.
- Result: Onboarding became faster and smoother – and knowledge stuck around.
These councils didn’t get everything perfect from day one. But they took the right first steps: mapping what matters, mapping it well, and mapping with people.
Final Thoughts
Mapping doesn’t need to be a 6-month project. It doesn’t need consultants. And it definitely shouldn’t be a once-and-done exercise.
The best councils treat process mapping as a muscle – not a milestone. They map collaboratively. They map clearly. And they use those maps to drive real improvement.
With Flowingly, you can go from mapping chaos to clarity in weeks – not months. And if you’re ready to unlock the full value of your processes, we’re here to help.
Let’s make process improvement a team sport (and finally retire that old flowchart in the shared drive).
Want to see what smart mapping looks like in action?
Book a demo and we’ll show you how real councils are actually getting it done.