2017-07-17 General Committee Agenda

Page 23 of 37

OUR CUSTOMERS
 Measure                                                                          Measure
 Number of requests received x month                                              % of requests completed within target date x month
 Purpose                                                                          Purpose
 Level of customer demand & whether service levels appropriate                    Indicator of whether service levels are satisfactory
  2000                                                                             100%
  co | eo
                                             er.
 41000                         “a                 r    a    a                      60%             aA              ee                    “Zt
  1250                                                     “      -
       al                     | i                           f                                |
   oe        ew   oe                    I                   a                                i
      PEER ERE EERE EE                                    GE                        20%
        July Aug Sept Oct   Nov Dec   Jan  Feb March April May June                      |   1    i]   |    i    j    i     |    ]    7    7    7
                                                                                     0%
    w All others          @ Local Laws          uw Parks                                                                                  :
    & Waste Management    = Works Operations    @ Environmental Health                    1 i OGL        SE   Nee  Eee   se   EE eh A        ey
 Comment                                                                          Comment
 Categories show the 'Work Groups' that on average receive the highest number of
 requests each month.

Measure                                                                           Measure
 Average seconds of "wait" time in phone queue                                    % of planning applications decided within 20 business days
 Purpose                                                                          Purpose
 Service timeliness / capacity to respond                                         Service timeliness

  =                                              .                                 80%
              ge?        *%            Z       .   %
           as®            *e,         e *e,   Z      ¢                             60%
                                          o  «           2.
  60                                       .               2.      .
                                                              "ey                   40%
  =                                                                r                20%

   0                                                                                 0%
                  x        st                         Ny                                         April                May                 June
     Ry)              o    So         es  <&         s     >) Re
      3    * &            .    &              we    ¥    w    s                     @MCU Reconfiguration mw Op Works wOp Works (Veg) #PBA RAP wTotal
                                                                                  Comment

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                                                2014/15 data is shown by dotted purple line. 2015/16 data is shown by black line