This document summarizes a case study of process innovation at the City of Plenty council in Melbourne, Australia. It outlines the council's goals of improving e-governance services, moving through evolutionary stages of maturity from basic web presence to e-democracy. The City of Plenty defined and refined over 430 business processes to become more citizen-centric, focusing on people, technology, and organizational culture challenges. Through in-house redesign and change management programs, the council implemented new processes like an improved planning permit system, saving $50,000 annually while better serving citizens. The document concludes that process innovation is an ongoing, evolutionary pursuit requiring participative leadership that is socially inclusive and customer-focused.

2. Business Process Innovation for G2C City eGovernance: Australian Municipal Case Study

3. Process of Process InnovationAustralian City Council Is Process Innovation Evolutionary or Revolutionary?

5. Evolutionary Stages of eGovernment Maturity

6. Citizen recasted as Customer – Citizen-Customer

7. City eGovernment as Corporate Social Responsibility

8. City of Plenty - The Case

9. Defining and Refining Process – A Continuum

10. Process focus for Organization

11. Citizen- Customer centric processes

12. Process Implementation – Will and Skill

13. Change Management – Change Management Style

14. Conclusions

16. Households - 40,000, Multi-Cultural

17. Proximity - 35 km from CBD

20. City eGovernment,

21. E-Readiness

23. Interaction ---Two way flow of information through email and Search Engines

24. Transaction ----Online bill Payment, online tax filing, online pet registration etc

25. Transformation---Integration of re-designed business process into a web-based environment

27. Evolutionary Stages of eGovernment Maturity

28. Citizen recasted as Customer – Citizen-Customer

29. Citizen-Customer wants outcome not a process

31. Process focus for Organization

32. Citizen- Customer centric processes

33. Process Innovation –Interplay of People, Technology and Organization (Culture, Hierarchy, Work Relationships etc)

35. Incremental versus One Shot Process Innovation

37. Design and Align Process

38. Stakeholders Participation

39. Re-designed Processes uptake

41. eManagement

42. eTraining

44. Be an Earthworm and a Bird too

45. Be Socially inclusive, Citizen-Customer -centric

46. Be people oriented both inside and outside Council

48. For Further Information Karna S. Rao Email : raokarna@yahoo.com Phone Japan 81 0804164 8958, Australia 61 413792591 India 91 9902543148