Francesca SIMPSON
Sydney,NSW
Summary
Experienced in managing cross-organisational projects and supporting a culture of continuous improvement within local government. Skilled in project delivery, change management and digital transformation, including leading the roll-out of key initiatives such as the project management system, workforce management plan and Food Organics and Garden Organics (FOGO). Skilled also in change management currently leading the change effort on Council’s Digital Experience Platform. Developed service review frameworks and led business planning to help teams improve efficiency and achieve their objectives. Focused on collaboration, learning, and supporting teams to grow and succeed. Strong understanding of local government operations, community priorities and driving transformative change.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager Service Improvement
Inner West Council
01.2023 - Current
- Directed multiple enterprise-wide projects simultaneously, ensuring on-time, within-budget delivery aligned with organisational goals including the roll-out of the booking system, project management system, FOGO, service reviews and Workforce Management Plan
- Contributed to the development of Council’s Customer Experience Strategy (2024-27), a four-year plan aimed at enhancing service delivery and improving customer experience by engaging directly with the community to understand their needs and expectations, ensuring solutions were meaningful, relevant, and aligned with community priorities
- Leading the change initiatives for Council’s Digital Experience Platform (DXP), collaborating with cross-departmental teams to address challenges and support the adoption of innovative solutions
- Led efforts to significantly reduce customer complaints in the Resource Recovery area by identifying and addressing root causes, implementing preventative measures to ensure issues did not recur
- Fostered greater community trust and satisfaction through targeted initiatives that improved service quality and responsiveness
- Developed service review framework and rolling program and undertook service reviews
- Led Business Planning with teams across Council
- Developed and facilitated training programs in service improvement, project management and change management, enhancing individual and team capabilities
- Established and led communities of practice, fostering collaboration and knowledge sharing in project and change management
- Managed project budgets and procurement processes, ensuring financial accountability and alignment with strategic goals
- Leading a cross organisational change initiative to standardise project and change management practices across the organisation
Business Improvement Facilitator
Inner West Council
06.2019 - 01.2023
- Managed multiple strategic projects to improve customer experience, operational efficiency, and community outcomes including improving our call centre SLA from 40% of calls being answered within 60 seconds to 95% of calls being answered within 60 seconds
- Established and led the Organisational Resilience Program, including developing and managing Council’s Incident Management Framework (based on AIIMS) and Business Continuity Plans
- Coordinated the Incident Management Team during COVID, ensuring 100% service continuity for essential services and staff safety amidst rapidly changing NSW public health orders
- Established clear COVID communication channels, implemented contingency plans to address potential disruptions, and facilitated regular briefings to adapt strategies in real time
- Worked closely with health authorities and supported staff with flexible work arrangements and mental health resources, resulting in sustained service delivery and enhanced organisational resilience
- Provided training and support to staff using the new booking management system
- Provided expert advice on business improvement initiatives, tailoring strategies to meet the unique needs of those teams
Manager Workforce and Diversity (secondment)
Inner West Council
10.2021 - 06.2022
- Developed the Council’s workforce management plan for 2022-2026
Project Manager – Integration
Inner West Council
04.2018 - 06.2019
- After the amalgamation of Marrickville, Ashfield, and Leichhardt Councils, I successfully delivered multiple high-impact projects, ensuring alignment with scope, timelines, and budgets while meeting organisational needs
- Key projects included implementing a cross-organisational booking system, conducting a comprehensive WHS review and development of a five-year plan and leading the enterprise process harmonisation project to standardise procedures and enhance cross-team collaboration
Project Manager – Transformation
Northern Beaches Council
09.2016 - 04.2018
- After the amalgamation of Manly, Warringah, and Pittwater Councils, I led harmonisation projects through end-to-end project management, effectively addressing new organisational needs and achieving measurable outcomes, including:
- Manly Commercial Car Park Upgrade, delivering a modernized, user-friendly infrastructure
- Pay and Display Machine Upgrade, implementing new technology to improve customer experience and revenue tracking
- Emergency and Business Continuity Management Practices, ensuring organisational resilience
- Designed and executed change management plans, ensuring smooth transitions and stakeholder alignment
- Negotiated with senior stakeholders and external vendors to secure resources and ensure project success
Project Manager Organisational Resilience & Business Improvement
Warringah Council
04.2011 - 09.2016
- Developed, implemented and managed Council’s Incident Management and Business Continuity Program, ensuring preparedness for potential disruptions
Senior Project Officer Process Improvement
Warringah Council
05.2009 - 04.2011
- Managed multiple process improvement initiatives using Lean Six Sigma methodologies to enhance efficiency and service delivery including fleet reduction, construction & demolition waste, active directory
- Designed and implemented redesigned workflows, ensuring alignment with organisational goals
- Facilitated cross-functional projects, leading interdisciplinary teams to deliver process enhancements
- Delivered a Council-Wide Business Continuity Awareness Program, building organisational preparedness
Education
Graduate Diploma of Strategic Leadership -
College Australia
Bachelor of Business Degree - Human Resource Management Major
Australian Catholic University
Sydney, NSWSkills
- Project Management
- Change Management
- Six Sigma DMAIC
- Stakeholder Engagement
- Strategic Planning
- Customer service
- Decision-making
- Strategic planning
Certification
- Change Management Practitioner, Prosci, 12/01/23
- Business Excellence in Local Government, Thrive Plus, 07/01/21
- Lean Six Sigma Yellow Belt, PM Partners, 02/01/17
- Facilitation, PM Partners, 11/01/16
- Change Management Practitioner, APMG (PM Partners), 06/01/16
- Certificate of the Business Continuity Institute, Business Continuity Institute, 03/01/16
- PRINCE2 Foundation, Axelos (PM Partners), 04/01/14
- Tuning into Excellence – Six Sigma Training Program, Warringah Council, 01/01/10
Languages
Italian
Native or Bilingual
French
Professional Working
Timeline
Manager Service Improvement
Inner West Council
01.2023 - Current
Manager Workforce and Diversity (secondment)
Inner West Council
10.2021 - 06.2022
Business Improvement Facilitator
Inner West Council
06.2019 - 01.2023
Project Manager – Integration
Inner West Council
04.2018 - 06.2019
Project Manager – Transformation
Northern Beaches Council
09.2016 - 04.2018
Project Manager Organisational Resilience & Business Improvement
Warringah Council
04.2011 - 09.2016
Senior Project Officer Process Improvement
Warringah Council
05.2009 - 04.2011
Graduate Diploma of Strategic Leadership -
College Australia
Bachelor of Business Degree - Human Resource Management Major
Australian Catholic University
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