Case Study: Willoughby Council achieves organisation-wide visibility and improved customer experience with Nintex Promapp (Nintex)

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, needed to standardize and improve its processes while preparing for a possible merger and delivering better customer experiences. Existing tools were time-consuming and inconsistent, leaving teams disengaged and processes neglected, so senior leadership pushed for a more effective, council-wide approach to process improvement.

The council adopted Nintex Promapp with a gradual, organic rollout—training certified internal champions who led adoption across business units. Within 11 months they mapped 300 core processes and trained 50 staff, achieving greater visibility, cross-team collaboration, empowered employees, and measurable improvements in process excellence and customer experience.

Willoughby Council

Mustafa Ghulam

Business Improvement and Customer Experience Manager