City of Karratha Showcases Process Improvement Journey to Drive Smarter Service Delivery
The City of Karratha shared its digital transformation journey at the Council & Municipality Transformation Reference Group – APAC session powered by PRIME BPM. Focusing on people, process, and technology, the council showcased how it’s streamlining operations, fostering collaboration, and enhancing citizen services—offering key lessons for sustainable, community-focused transformation.
- (1888PressRelease) October 15, 2025 - The City of Karratha has taken a bold step in its digital transformation and process improvement journey, sharing insights with local government peers during the latest Council & Municipality Transformation Reference Group – APAC Chapter session, powered by PRIME BPM.
The session, titled “From Plan to Progress: How People and Process Power Council Strategy,” highlighted the city’s efforts to streamline operations, improve efficiency, and strengthen citizen-focused service delivery.
People and Process at the Core
Warren Van Wyk and Chantelle Louw from the City of Karratha detailed how the council is tackling operational challenges by re-engineering legacy processes, aligning stakeholders, and fostering cultural change. Their approach places equal weight on people, process, and technology to ensure sustainable transformation.
“True progress comes when transformation is incusive,” said Van Wyk. “Bringing every level of the organization on board, from frontline staff to leadership, is key to creating impact that lasts.”
Key Takeaways from the Transformation
The City of Karratha’s improvement journey offers practical lessons for councils and municipalities across the region:
• Structured process mapping to standardize workflows and identify inefficiencies.
• Cross-department buy-in, ensuring all voices are included in shaping change.
• Balancing compliance and innovation, enabling agility while meeting governance needs.
• Measuring success through citizen impact, not just internal benchmarks.
• Overcoming real-world barriers, such as resistance to change, with communication and collaboration.
The council’s journey underscores how a focus on knowledge sharing and collaboration can accelerate operational improvements while keeping community outcomes front and center.
A Platform for Knowledge Sharing
The Council & Municipality Transformation Reference Group, facilitated by PRIME BPM, provides a platform for local governments across the Asia-Pacific region to exchange best practices, share success stories, and learn from challenges in areas such as process management, system adoption, and service delivery.
By presenting its experiences, the City of Karratha is contributing to a growing body of knowledge that can help other councils pursue transformation with greater confidence and clarity.
About the City of Karratha
The City of Karratha is a local government area in the Pilbara region of Western Australia, serving a vibrant and growing community. The council is committed to sustainable development, innovation, and delivering high-quality services to its residents.
About PRIME BPM
PRIME BPM is a leading provider of Business Process Management software, training, and services. With clients ranging from global enterprises to local government bodies, PRIME BPM empowers organizations to map, analyse, improve, and automate processes for greater efficiency and compliance.
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