nc_an25_digital

Customer Service - Average Phone Wait Time                                                                                Revenue Management - Rate Arrears Ratio

The average phone wait time measures the average time a caller spends waiting in a queue before their call is             The rate arrears ratio < 5% is a financial performance indicator used by councils to monitor the proportion of unpaid
answered by a customer service officer. Wait time is a key indicator of how promptly the organisation responds to         rates relative to the total rates revenue levied. It reflects the effectiveness of the organisation’s rates collection
incoming phone enquiries.                                                                                                 processes and financial health of the community.


The average phone wait time remained consistent throughout the quarter despite the peak in requests recorded in           Rates arrears are consistent with performance over the previous 6- and 12-month cycles. Typically, the rates arrears
April, reflecting continued improvements in wait times since October 2024.                                                ratio peaks when rates are due and then declines back into the target range between rates runs.

                                                                                                                            14

  120s
                                                                                                                            12


  100s                                                                                                                      10


                                                                                                                            8
  80s

                                                                                                                            6
  60s
                                                                                                                            4

  40s                                                                                                                       2


  20s                                                                                                                       0
                                                                                                                                          July     Aug     Sept       Oct    Nov       Dec      Jan       Feb    Mar        Apr    May       June




                                                                                                                                                                                                                                                     Noosa Council Annual Report 24/25
  0s                                                                                                                                                              2024/25          2023/24            2022/23          2021/22           2020/21
                July     Aug     Sept       Oct    Nov       Dec      Jan       Feb    Mar        Apr    May       June



                                                                                                                          Customer Service – Percentage of Customer Requests Lodged Electronically
                                        2024/25          2023/24            2022/23          2021/22           2020/21




                                                                                                                          The percentage of customer requests lodged electronically measures the proportion of all customer service
Financial Management - Investment Return Performance
                                                                                                                          requests submitted through digital channels such as online forms, emails, mobile apps, or customer portals. It reflects
                                                                                                                          customer preferences, but also the community’s adoption of digital services and the effectiveness of Council’s digital
This metric measures the performance of Council’s investment portfolio relative to a recognised market benchmark.
                                                                                                                          engagement strategy.
It reflects how effectively surplus funds are being managed to maximise returns within approved risk parameters. The
target is to achieve a return that is at least 0.25% (25 basis points) above the UBS Bank Bill Index.
                                                                                                                          The percentage of customer requests lodged electronically increased slightly in May, possibly attributable to follow-
                                                                                                                          up enquiries or repeat requests for items delayed by the protected industrial action. However, this could also be within
Investment returns were below the target range for the final two months of the reporting quarter, likely due to lower
                                                                                                                          the range of standard fluctuation.
cash holdings (rates cycle) compounded by declining interest rates in a market affected by volatility stemming from
                                                                                                                            60
international tariff uncertainty.

                                                                                                                            50
  2

                                                                                                                            40
  1.5

                                                                                                                            30
  1

                                                                                                                            20
  0.5

                                                                                                                            10
  0
                July     Aug     Sept       Oct    Nov       Dec      Jan       Feb    Mar        Apr    May       June
                                                                                                                            0
  -0.5                                                                                                                                    July     Aug     Sept       Oct    Nov       Dec      Jan       Feb    Mar        Apr    May       June


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



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