Service Delivery
Service delivery is a discipline covering all aspects of how councils and local government bodies deliver services. It involves specifications and procurement of contractors to carry out work, monitoring performance, dealing with issues, practical implementation of strategic work and all other on-the-ground work.
Needless to say, it’s a service requiring extraordinary attention to detail and the ability to get tasks done. We have a proven ability to work with senior management, technical officers and on-the-ground staff. This enables us to provide robust top-to-bottom analysis for service planning and reviews.
Our approach brings leading edge methodologies and solutions to transform service delivery departments from reactive into proactive business-focused operations.
We know how to deal with entrenched cultures, mitigate political concerns and overcome technical smokescreens to meet service delivery expectations.
if we can help you deliver a project
Our expertise
- Business Improvement Planning
- Service Delivery Reviews
- Contract Management
- Service Standards and Specifications
- Quality Monitoring
- Procurement
- Project Management
Related Team
Related Projects
Contract Management and Contract Auditing
Xyst worked with client to improve contract management practices supported by quality audit inspections.
Community Experience Group Organisational Structure Review
Xyst undertook a review for Whakatāne District Council, looking at areas of the business that have the potential for positive change. Three types of change
Parks, Gardens, Cemeteries and Community Facilities Operations and Maintenance Contract
We undertook a comprehensive procurement process for the development of a new maintenance contract covering the entire district. This included specification writing, GIS asset and
Taupo District Cemetery Plan
The plan documented the management and capacity of each cemetery in the district, set levels of service for each cemetery and forecasted demand and capacity.
Port Pirie Regional Council – Landfill Revegetation Programme and Maintenance Plan 2014
Xyst developed a landfill revegetation programme for Port Pirie Regional Council, along with a maintenance plan developed to assist the Council when undertaking the physical
Nelson City Council – Low Herbicide Weed Control Trial Study
Nelson City Council has received several requests from members of the public who have requested that pesticides aren’t used in Council’s parks and reserves. In
Hutt City Council – Capacity Review
Xyst worked closely with the Hutt City Parks and Reserves team to review their operations, property, planning, project management and contract management roles. Using a
Nillumbik Shire – Trails Operating Levels of Service
Xyst produced an operating level of service that was aligned with best practice guidelines which focused on confirming maintenance tasks associated with the trail network
Tairāwhiti Gisborne District Council – Rural Townships Community Caretaker Performance Assessment
Xyst was engaged to undertake an independent mid-term audit and performance review of community caretaker contracts in place for parks and open space maintenance in
Shire of Northam – Parks and Gardens Service Review
Xyst undertook a performance quality assessment of operations and maintenance standards across a sample of different parks categories with a geographic spread across the shire.
Shire of Northam – Operations Levels of Service.
Xyst produced an operating levels of service guideline which focused on confirming scheduled maintenance tasks associated with grass, horticulture, sports areas, irrigation, furniture and structures,
Parramatta City Council – Parks Operations Site Audit
To review the Council’s maintenance operations, Xyst developed a site inspection matrix that had two major areas of assessment, being critical success factors and the
Rural City of Murray Bridge – Water-Based Recreation Management Plan
Xyst developed the Management plan to help RCMB identify opportunities for rejuvenation along the Murray River Corridor, encompassing future potential for residential land uses and
Nillumbik Shire Council – Contract Training Workshop
Xyst prepared and led a 3/4 day training session on contract management, contributing to cover contract management tasks including tender planning, specification writing, etc. Three
City of Kalamunda – Parks and Service Review
Xyst was brought in to undertake a service review of the Parks and Environment section based on a Council resolution of November 2018. We reviewed
City of Melbourne – Level of Service Summary
Xyst identified and developed Levels of Service through a series of staff workshops, assisted by an analysis of the current asset inventory and review of
City of Greater Geelong – Botanic Garden Education Program
Xyst analysed the current education program that Geelong Botanic Gardens was using and created an issues and opportunities report. The report identified a number of
City of Greater Bendigo – Botanic Gardens Staff Resourcing Review
Xyst provided an independent review of staffing resourcing to help the Parks and Open spaces department to determine appropriate resources and a structure for the
City of Darebin – Child Care Centre Playground Performance Assessment
Key findings of the performance assessments, accompanied by some high level analytical commentary was completed, with each playground assigned an overall performance assessment score. Analysis
City of Darebin – Parks Performance Assessments
The purpose of the parks performance assessment was to identify the strengths and weaknesses of each park, from a multi-faceted holistic perspective, and particularly from
City of Darebin – Playground Performance Assessment
Undertook an assessment of each playground using the Playable Space Assessment Tool, Play England 2009, which has been adapted by Xyst. The tool enabled an
Waitaki Emergency Response and Contingency Plan
Waitaki District Council contracted Xyst to develop an Emergency Response and Contingency Plan for its parks and open spaces activity. The plan provided a generic
Street Gardens and Street Furniture Levels of Service
Matamata-Piako District Council engaged Xyst to define level of service statements and guidelines at a high level for provision and development of street gardens and
Yardstick Parks User Surveys
Yardstick Parks User Surveys were developed in around 2008 initially as a paper based intercept survey designed to target park users and measure satisfaction with
Section 17a Open Space Maintenance Service Review
Xyst worked with the Parks and Reserves team at South Waikato District Council to compare and analyse options including outsourcing delivery, in-house delivery, shared service
Event Resource Consent
Xyst prepared a resource consent application for Gisborne District Council, including AEE for the events cross referenced against the requirements of Te Papa Tipu Taunaki
Community Facilities and Open Spaces Levels of Service Development
For Southland District Council, levels of service were prepared by Xyst for a range of assets within six activity areas: 1. Parks and Reserves (Open
Manapouri Foreshore Vegetation Management Plan
Southland District Council (SDC) was undertaking a review of the Manapouri Foreshore Reserve Management Plan (2003) which provided for height management of vegetation on the
Contract Perfomance Auditing
Nelson City Council engaged Xyst to carry out contract performance auditing. Xyst has developed an inspection template using a mobile app that allows performance against
Waikato Tree Inventory data collection
Using a mobile data collection tool (GIS Cloud) Xyst collected data about the identity, age, condition, location and maintenance requirements of every Council tree in
Open Space Maintenance Specifications
In 2016 Xyst Ltd established a working group of parks industry colleagues representing both the client and contractor interests, to explore the need for an
Moyne Shire (VIC) Open Space and Street Furniture Guidelines
The Open Space and Street Furniture Guidelines is a suite of three resources: Practice Notes (this document) – 4 practice notes (people, place, environment, economy)
City of Melbourne Open Space and Tree Management Market and Service Delivery Assessment
City of Melbourne engaged Xyst to undertake a market and service delivery assessment and make recommendations on the best model for packaging the Open Space
Open space contract quality audits and asset management condition inspections
The City of Whittlesea maintains 2,173 sites within its municipal boundaries where individual assets are located to be audited. All assets are inspected across the
Napier City Water Conservation Plan
A Water Conservation Plan specifically related to Napier City Council’s key sports grounds, amenity gardens and water features. This was among one of the first
Nelson Camping Hub
The Council resolved to provide a central service hub for campers visiting Nelson. Xyst identified potential sites and negotiated a lease for a disused petrol
Gore District – Executive Placement Parks and Facilities Manager
Xyst provided the expertise of a mature and experienced manager to cover the role for a period of 9 months. The role was both operational
Mackenzie District Council Senior Manager executive placement
Xyst provided an experienced and knowledgable parks and facilities manager who was able to pick up the vacant position and relocate to the district for
Mackenzie District Facility Risk Assessment
New management at Council were concerned about the condition and risk of a number of community facilities and asset and invited Xyst to promptly assist
Latrobe City Community Gardens Guidelines
Council acknowledged that establishing a successful Community Garden requires strong and sustained commitment from community members to undertake considerable planning, collaboration and engagement for a
Bass Coast Tracks and Trails Strategy
This strategy identified 36 new trail opportunities to expand the trail network that has been identified during the development of this strategy, (emerging from background
Mackenzie District Parks and Facilities Management
Following a risk and performance review of the District’s parks and community facilities operations, Xyst was requested to step in at short notice to cover
Swan Canning Riverpark (WA) Parks User Survey
Xyst measured visitor expectations of levels of service by asking them to rate the importance of various park features. These results were compared with visitor
City of Calgary Parks Cricket Specifications
Xyst Canada provided detailed specifications for cricket practice nets and a scope of work for cricket pitch maintenance and renewal activities. A high quality rendered
The City of Medicine Hat Parks, Recreation and Culture Capital Prioritization Widget
Xyst Canada developed a capital project prioritization tool. We used risk, provision and cost factors to prioritize capital project and used this process to communicate
Vancouver Board of Parks and Recreation Capital Prioritization Tool
Xyst Canada Ltd. developed a tool based on criteria developed with internal staff. The ‘widget’ tool prioritizes all Parks capital projects. The project ranking results
Whittlesea Service Planning for the future maintenance of parks and trees City wide
Workshop with client to identify strengths and weaknesses of current approach and consider alternative opportunities
Mackenzie District Peace Avenue Trees
Xyst undertook a survey of 500 historic trees planted at the turn of the century in and around Fairlie and Kimbell towns. The trees had
Ruapehu District Council Track Asset Review
Undertook a detailed trail assessment of all Ruapehu District Council (RDC) managed trails using Xyst’s trail assessment system and against HB8630:2004. An individual assessment report
Memorial Headstone Safety Audit
The intent of the audit by Xyst was to inspect memorial headstones for stability/soundness and identify any headstones that may present a risk to cemetery
Open Spaces Service Delivery Review – Section 17A Local Government Act
The provision and maintenance of the open spaces in Ashburton district is currently delivered by an in-house team, which provides the full range of cemetery,
Nelson City Council Glyphosate Use Review
Xyst captured and analysed glyphosate use across the various business units of the Council including Science and the Environment, Transport, Forestry, Utilities and Parks. We