2016-08-09 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                            9 AUGUST 2016


EXECUTIVE OFFICE

BRANCH ACTIVITIES                               RECENT ACHIEVEMENTS                         CURRENT PRIORITIES                           THE NEXT QUARTER
Sustainability Project Officer
Sustainability Project Officer                   Implemented recycling at the Noosa        Assisted in the collation of Council’s       Provide support for the
(note 50% allocated to sustainability, 50% to      Depot & the Noosa Leisure Centre.           Carbon Emissions data.                         implementation of recommendations
waste)                                           Organised “Beyond Zero Emissions”                                                          from the BZE Report to be
                                                   presentation to Council.                                                                   presented to Council in July/August
                                                 Co-ordinated Council’s involvement                                                         2016.
                                                   in World Environment Day Festival.


Customer Service
Recruitment and Training                           Recruitment and training of 3 New         Stabilising roster in preparation for      Cross training exposure for CSO’s
                                                     Customer Service Officers.                  peak times.                                  with Community Facilities.
                                                   Cross training with Local Laws field      Succession training for CSO’s.             Training for new starts.
                                                     officers completed for all CSOs.          Coaching and monitoring of new
                                                   Supervisor development training of          starts.
                                                     two CSO positions for succession
                                                     planning in the Co-ordinator’s role.
                                                   4 CSO’s have completed Justice of
                                                     the Peace training to improve
                                                     service opportunities to customers.

Review of Polices within the branch                Completion of Customer Service            Training CSO’s and relevant staff in       To test and evaluate the BCP.
                                                     BCP                                         the BCP and its application.
Continual iP@n improvements                        Trained a second champion in              Continual liaison with departments to      Development of CS intranet site in
                                                     reviewing and updating the CS               improve iP@n to ensure correct               line with PMI adopted in 2016/17
                                                     intranet.                                   information is available for the CS          budget.
                                                   Promoted iP@n to the organisation.          team to use in resolving customer
                                                                                                 enquiries.
                                                                                               Updating information in line with new
                                                                                                 financial year.
Business as Usual activities                       Call volumes continue to increase on      Managing increased call and face to        Managing peak workloads
                                                     previous years.                             face enquiries.                              associated with animal renewals,
                                                                                               Improvements to T1 and online                rates and rate reminders.
                                                                                                 services.


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