Peterborough County Leader Reveals Government Process Mapping Strategies to Drive Public Sector Transformation

In a recent North American municipal transformation forum, Peterborough County’s Corporate Process Analyst, Dena Kempt, delivered actionable insights on how government organisations can strengthen operational performance by aligning people, policy, and technology through structured process mapping.
Hosted by the Council & Municipality Transformation Reference Group, the session titled “Bridging the Gaps: Using Process Mapping to Align People, Policy, and Technology” brought together local government professionals seeking practical strategies to sharpen service delivery, improve cross-department collaboration, and prepare for systemic change.

Drawing from her leadership in Peterborough County’s continuous improvement efforts, Kempt shared real case examples demonstrating how process mapping has evolved far beyond simple documentation to become a strategic tool for transformation. Highlights included:

•Exposing inefficiencies and communication breakdowns across departmental workflows
•Linking documented processes with policy compliance and retention requirements
•Capturing current-state process insights ahead of major Enterprise Resource Planning (ERP) transitions
•Clarifying roles, responsibilities, and process dependencies for stronger organisational alignment
•Leveraging digital tools to enhance visibility, collaboration, and continuous improvement across teams

Kempt emphasised that effective process mapping empowers staff to contribute insights and helps leadership uncover hidden bottlenecks. “Process mapping isn’t just about diagrams — it’s about uncovering what’s really happening, empowering staff to speak up, and using that insight to create change,” she said.
Participants from multiple municipalities engaged in peer-to-peer discussion on common transformation challenges, noting the critical role of leadership support and dedicated internal resources in sustaining process improvement initiatives.

The Council & Municipality Transformation Reference Group, facilitated by an industry-wide business process management community, continues to provide a forum for government practitioners to exchange insights, share successful approaches, and accelerate operational excellence across local councils.

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