Simon McMillan is CEO of City of Whitehorse in Melbourne’s leafy east. The city’s diverse population hails from many cultural backgrounds. It includes the Box Hill Metropolitan Activity Centre, also known as Melbourne’s “second CBD”.

I joined Council as CEO in September 2019, and didn’t expect my first year to be quite like this. I’ve been pleased about Whitehorse City Council’s decisive response to the uncertainty and impacts of COVID-19. Our staff have shown a deep commitment to the well-being of residents and stakeholders. We have kept most of our services operating as usual, though some with modifications. While our Customer Service call centre is working from home, our callers would barely have perceived a difference. Where we have closed facilities entirely, I’m pleased we’ve adapted to online offerings, providing classes ranging from pilates to puppet making, and convening virtual, crowd-sourced art exhibitions.

Our Corporate response has been a strength. Our Communications, People and Culture, IT and Finance functions have faced many and complex challenges. While pandemic planning served us well, there was no playbook for this. And yet, the various departments have been extremely effective. Our officers, Mayor and Councillors have worked with cooperation and good faith, and community engagement has been overwhelmingly positive. Indeed, we have been happily surprised by the warmth, good will and messages of support we’re receiving from residents and customers.

Our recovery planning is well underway. We’re putting final touches on a stimulus and recovery package to ensure our local economy, sporting and community organisations get back in shape soon. In addition to working with local stakeholders on community and economic recovery, we’re considering Council’s new ‘business normal’. We’ll consider keeping some of our virtual or alternate service offerings. Overall, our unscheduled experiment with large scale remote working has been remarkably successful. Our staff have demonstrated their commitment to service and productivity, solving challenges as they arose. I am confident that Council, and the Whitehorse community, will take on the innovations made and knowledge gained in this time, to be stronger and even more resilient in future.

Simon McMillan
Chief Executive Officer
City of Whitehorse