Case Study: Building Trust in Local Government – A Council’s Strategy Transformation

Industry: Local Government | Population Served: 95,000 | Employees: 870

Challenge:

Community dissatisfaction was rising due to delays in public works, outdated digital services, and a perceived lack of transparency. Internally, staff were unclear on how their roles contributed to council goals.

Solution – BLAZE in Action:

• Breakthrough Vision: Simplified strategy into three “community promises” that staff and citizens understood.

• Leadership Leverage: Middle managers trained to deliver vision-aligned town halls and team sessions.

• Action Alignment: Integrated strategy into project management software for live updates.

• Zone of Genius: Unlocked hidden talent by letting staff co-design service improvements.

• Execution Excellence: Monthly “strategy impact” reporting shared with the community.

Real-World ROI:

• Community satisfaction rose from 54% to 83% in 12 months.

• 37 key infrastructure projects were completed 3–6 weeks ahead of schedule.

• Staff engagement improved by 46%, reducing internal turnover.

Takeaway:

When strategy is transparent and embedded into culture, community trust and organisational confidence thrive.