nc_an25_digital

Key Performance Indicators
                                                                                                                                          Customer Service - Number of Requests Received

                                                                                                                                          The number of customer requests received is an essential operational metric used by councils and service
                                                                                                                                          organisations to monitor community engagement and service demand.


Workplace Health & Safety - Average Lost Time Injury Duration                                                                             The number of customer requests received during the reporting period returned to normal levels after spikes
                                                                                                                                          during peak holiday seasons in January and April. There is no observable impact from the industrial action.
Average Lost Time Injury Duration (ALTID) refers to the average number of workdays lost due to workplace injuries
that result in employees being unable to perform their duties. It’s a commonly used health and safety metric that
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helps organisations evaluate the severity of workplace injuries and their impact on workforce productivity.
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For FY24/25, 13 LTI incidences were recorded, averaging an ALTID of 20.92 days. While there has not been a                                  2500
recent incident, the increase in LTI is driven by a small number of longer-term absences.
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                                                                                                                                            1500
  20 days
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  15 days                                                                                                                                   500


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  10 days                                                                                                                                                July     Aug      Sept       Oct    Nov         Dec   Jan       Feb     Mar        Apr   May       June




                                                                                                                                                                                                                                                                    Noosa Council Annual Report 24/25
                                                                                                                                                                                  2024/25          2023/24           2022/23           2021/22          2020/21
  5 days



  0 days
                  July      Aug       Sept       Oct       Nov       Dec       Jan       Feb         Mar        Apr     May       June
                                                                                                                                          Customer Service – Percentage of Requests Completed Within Target Date

                                             2024/25             2023/24             2022/23               2021/22            2020/21     The percentage of requests completed within target timeframe measures the efficiency and timeliness of an
                                                                                                                                          organisation’s response to customer service requests. It reflects how well the organisation meets its own service level
                                                                                                                                          expectations.
People & Culture - Staff Turnover Rate
                                                                                                                                          There was a notable decrease in the number of requests closed within target timeframes during the reporting period,
Staff turnover as a percentage of all positions (temporary, permanent, casual) is a useful workforce metric that                          particularly in April and May. The likely root cause was the impact of the protected industrial action that commenced
measures the rate at which employees leave an organisation, relative to the total number of positions. It includes                        in March, with its effects diminishing towards the end of the quarter.
permanent, temporary, and casual roles, providing an indication of overall workforce stability.
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For Q4 period, the staff turnover rate has increased to 19.94%. It should also be noted that Council’s turnover rate for
permanent staff was 15.25%. Overall, the staff turnover rate has been higher in FY24/25 than the previous FY23/24.                          50



                                                                                                                                            40
  20%

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  15%


  10%                                                                                                                                       20


  5%                                                                                                                                        10


  0%
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                  Sept                                  Dec                                    Mar                                June
                                                                                                                                                         July     Aug      Sept       Oct    Nov         Dec   Jan       Feb     Mar        Apr   May       June

                                                                                                           2024/25            2023/24
                                                                                                                                                                                  2024/25          2023/24           2022/23           2021/22          2020/21

Note: Earlier years (FY21/22 and FY22/23) were removed from the graphic as the turnover rate was calculated differently in those years.

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