Helping you to improve

services for your community

We help busy Executives to deliver more for less, so they can confidently make improvement decisions that result in significant difference for their community, with less risk and resistance from stakeholders

How can we help you?


We help busy Executives to deliver more for less, so they can confidently make improvement decisions that result in significant difference for their community, with less risk and resistance from stakeholders

We do this by:

  • Analysing the current service that takes you from flying blind to evidence based for clearer decision making
  • Collaborating with your stakeholders so they are engaged in the change journey
  • Surfacing innovative improvement ideas to take you from the old paradigm to deliver more for your community
  • Activate the improvement ideas so that you can easily implement

Then you and your community reap the benefits of achieving sustainable improvement.

You know that improvement is possible, but you don’t have time or resources to find the solutions. You are under pressure to:


overcome barriers and resistance to change


manage constant and overwhelming change


deliver more for the community


keep operations going


reduce risk

At Co-Improvement we are ready to empower you, find innovative solutions, and ensure you realise outcomes.

Our amazing results are the proof

  • Over 70 service reviews and process improvement projects in 15 years
  • Some recent improvement projects helped organisations realise over 4 times the service for the same amount of funding
  • Our customers rate us 9/10 for engagement and likelihood of implementation

At Co-Improvement, we want you to make a difference. We gather the data and information so you can make informed decisions. We engage with your people where appropriate (staff, customers, suppliers, Board) and bring them along on the improvement journey, making it easier to implement change. We explore new ideas from a range of sources and find that breakthrough idea. We make sure that idea is practical and do the reality test, to reduce risk. We show you how you can do more with less, and/or save money, and/or improve customer satisfaction, to meet stakeholder expectations. The way forward makes so much sense that sometimes your stakeholders don’t just support it, they push for the improvement to happen. You can implement easily following the plan we provide, freeing up your time to work on other things (or even spend more time with your family).

We don’t stop until you get a clear direction and an implementation plan. We follow up long after we show you the opportunities, because we care about the impact you make.

Having worked in medium to large service organisations, we saw so many consultants start a project, ask for our opinions, deliver a report and walk away. So many of those reports gathered dust and were partially implemented at best, and not implemented at worst. What a waste of money for so little benefit!

Are you ready to deliver better value for your customers?

Without spending all your time doing the analysis, being unsure of the right decisions to make and unable to meet your KPI’s. You work with conflicting community expectations, in a challenging funding and legislative environment, when there are risks and barriers to change and it takes most of your time just to keep the operational areas running

Schedule a Call

We’re happy to share our knowledge and options for tackling the opportunities you see. Together we talk through the issues and at the end of this call you will have a clear path forward.


Use our foolproof Service Review model

Prove an inefficient service can be turned around for amazing community value.

Don’t have the time or there are political pressures? We offer a “do it for you” service


Achieve sustainable service improvement

Breathe a sigh of relief when you have a clear direction that everyone supports.

Every improvement project is unique. Book your call now


Service Reviews

Service Reviews looks at the big picture. It considers services and organisation wide improvement to enable your organisation to be more competitive, more relevant to customers, and sustainable.

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Process Improvement

Reviewing processes will improve how your organisation operates on a day-to-day basis. It reduces error and waste, improves consistency, service, culture, efficiency and effectiveness.

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An independent facilitator helps a group to do their best work together. The facilitator manages group dynamics, while participants focus on the topic and gain agreement on the way forward.

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Taking a team-centric approach for lasting outcomes and adoption of new ideas - focusing on facilitating and leveraging team involvement throughout business improvement stages, leads to efficient implementation, and definitive outcomes. This also builds a stronger team culture for your business area.


Working with others gives you proven recommendations – benchmarking with other organisations, tapping into specialist expertise of trusted associates and involving your customers, your suppliers and your Board/Council when appropriate. When we make recommendations, it is backed up with evidence and solid business cases.


Starting with an organisation-wide view and customer value proposition, to develop custom plans for individual business area success – understanding your entire organisation’s strategic drivers and models, to then develop more sustainable and cost-effective business and process improvement solutions for your specific teams, environment, and customers. Together we consider everyone’s wellbeing.


Committing to finding 'that' breakthrough improvement idea - making you more efficient, effective and competitive. The approach allows for lateral shifts in thinking, to explore all options for improvement and prioritise opportunities. An agile approach – within your fixed price contract – we don’t stop until we find 'that' breakthrough which results in lasting positive change.



“Heather was wonderful to work with, so positive and supportive. I was going through a tricky time in my role as I had experienced quite a high turnover in my managers role and direction of my team felt wayward. Heather really helped me to identify areas for improvement in my team and to bring them on the journey so they would feel part of it and be accountable to the changes being made. Heather did just that and really helped me in understanding where my obstacles were and how I could overcome them. The aftercare support from Heather has been fantastic and so valuable. If you are seeking a professional who cares about people, then Heather is it. I look forward to working with her again in the future and would highly recommend Heather.”

Stephanie – Rural Council

“Whilst service reviews can be confronting, they are also an opportunity to address ongoing issues and ensure that community value from available resources is maximised.”

MandyLocal Government

“Thank you for today, you have such a wealth of knowledge particularly in ABEF and the Local Government environment”

BronwynRural Council

“Thank you Heather. As expected, you delivered high quality analysis and thorough research on our improvement project. The consultation with our staff and the high-quality analysis and recommendations mean that we are highly likely to implement needed changes. Our CEO acknowledged that new ideas were required (not just our initial solutions).”

Annette – Large State Government Department