Case Study: Willoughby Council achieves council-wide process visibility and improved customer experience with Nintex Process Manager

Willoughby Council gains visibility across organization with Nintex Promapp

Willoughby Council, a medium-sized local government on Sydney’s North Shore serving about 78,000 residents, faced mounting process challenges amid an 18‑month period of potential council mergers and a new general manager driving improvement. Existing tools like Visio were time-consuming and inconsistent, leaving teams disengaged and processes undocumented — the council needed an easy-to-use platform that would let staff across departments contribute to process improvement.

The council implemented Nintex Promapp with a deliberate, organic rollout, certifying internal trainers and creating process champions across business units. In under a year they mapped 300 core processes and trained 50 staff, gaining better visibility and collaboration, empowering employees to own and improve workflows, and delivering measurable gains in process excellence and customer experience.

Willoughby Council

Mustafa Ghulam

Business Improvement and Customer Experience Manager