In the latest session of the Council & Municipality Transformation Reference Group – North America Chapter, Dena Kempt, Corporate Process Analyst at Peterborough County, delivered a powerful presentation on “Bridging the Gaps: Using Process Mapping to Align People, Policy, and Technology.”
Held as part of PRIME BPM’s ongoing commitment to empowering local government transformation, the July meetup brought together professionals from across municipalities to explore practical strategies for streamlining processes, improving collaboration, and preparing for system change.
Drawing from her work at Peterborough County, Dena shared how process mapping is being used not only as a documentation tool but also as a catalyst for cross-departmental alignment and staff engagement. Through real case studies—including the overhaul of the paramedic payroll process and the county’s ERP readiness journey—Dena demonstrated how process mapping can drive measurable improvements in efficiency, compliance, and staff satisfaction.
“Process mapping isn’t just about diagrams—it’s about uncovering what’s really happening, empowering staff to speak up, and using that insight to create change,” said Dena.
Key highlights from the session included:
- Using mapping to bridge communication gaps and surface process inefficiencies
- Aligning process documentation with retention policies and regulatory needs
- Preparing for ERP transition by capturing the current state and identifying system requirements
- Empowering teams with clarity around roles, responsibilities, and dependencies
- Leveraging the right tool to drive visibility, collaboration, and continuous improvement
The session sparked valuable peer-to-peer engagement, with attendees from multiple municipalities sharing their own challenges and strategies. Participants highlighted the importance of top-down support and the value of having dedicated internal resources to sustain process improvement momentum.
About the Council & Municipality Transformation Reference Group
Facilitated by PRIME BPM, the Council & Municipality Transformation Reference Group is a collaborative forum for local government professionals involved in process mapping, system implementation, and transformation initiatives. The group provides a platform to share real-world insights, learn from peers, and accelerate improvement across councils.