2014-03-25 Planning & Organisation Committee Agenda Pages 168-231

Page 220 of 231

FUNCTION                          RECENT ACHIEVEMENTS                UPCOMING PRIORITIES               MAJOR ISSUES/
                                                                                                       CONSIDERATIONS
Customer Service                  o   Review of customer service     |o The associated action plan|o      Resourcing   levels  will  be
                                      issues (in progress).             includes  a  review   of  the     considered by Council in the
                                                                        model, call statistical data,     determination     of      the
                                  o   Upgrade to the phone system       resourcing levels, e business     permanent structure and the
                                      (in progress).                    solutions   and    customer       further   analysis   of   call
                                                                        service    standards     incl.   statistics     and     service
                                                                        development of a Customer         standards.
                                                                        Service Charter.

                                                                     o  The upgrade to the phone
                                                                        system will increase capacity,
                                                                        better inform customers and
                                                                        provide call  statistical data
                                                                        throughout the call process. It
                                                                        is approx. 60% complete with
                                                                        implementation   early  April
                                                                        2014.

Sustainability Project   Officer|o    Reviews      of     Councils   |o By ~ Transfer     Committee    |o The cost benefit of Council's
and Noosa Biosphere                   participation in the   Living     decision  Noosa   Council  is     involvement      in     these
                                      Smart Program and Eco Biz         committed to be involved in       programs    is  yet   to   be
                                      Program have commenced.           the Living Smart Program until    determined.
                                                                        June 2014.

                                  o   Electric car trial project (in| o Potential   for    advancing
                                      progress).                        alternative transport options to
                                                                        be further explored following
                                                                        outcomes of the trial.
                                  o   Review     of    NBL     and|o    Implementation       strategy | o Council management board to
                                      engagement     model      (in     required            including     recommend preferred model
                                      progress, undertaken by the       identification  of    desired     and approach.
                                      management board with the         outcomes and processes.
                                      support  of   the  Executive
                                      Assistant to the Mayor/CEQ).

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