2020-05-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                     12 MAY 2020


2.   KEY PERFORMANCE INDICATORS

As Council would be aware, KPIs were first developed for our organisation at the beginning of
2014/15. 16 of those KPIs are reported to Council on a quarterly basis.

As far as the CEO is aware, we are one of the few councils in Queensland to make this KPI
information available to the public via “non-confidential” reports. The KPIs are included in
Attachment 2.

The key issues arising from an assessment of the KPIs for the first quarter are as follows:

Our People
   In relation to Workplace Health and Safety, our Lost Time Injury Duration results rose in the
     last quarter. Our long term improvement with WH&S is reflected in the reduced LGW
     premium for 2019/20 reversing the previous upward trend.
   Personal leave has climbed substantially in the March quarter. Particularly in March, many
     staff took leave. We made good progress in relation to the reduction of long-term annual
     leave balances during December and January as many staff took leave but it is expected
     that this KPI will increase again as many staff are currently not taking leave as it is not
     possible to travel for holidays.
   Our staff turnover was unusually high in the March quarter. It is normally highest in the
     September quarter reflecting the “retirement quarter” effect i.e. staff who chose to retire
     during the year tend to do so shortly after 1 July for tax reasons. The December quarter saw
     us return to traditionally low staff turnover levels.

Our Customers
   Over the last few years, the total number of customer requests received by Council had been
     on a gradual upward trend. However, in the first 6 months of the financial year, we saw a
     trend more consistent with the 2018/19 data. That month to month trend reflects what is
     happening e.g. issue of rate notices, dog registration renewals etc. The number of calls in
     January was exceptionally high.
   Management of our frontline phone customers continues to be of a high standard with
     historically low wait times.
   The KPIs for planning, building and plumbing applications are showing the challenges
     associated with physical site inspections during COVID-19.

Our Finances
   Our financial KPIs measure solvency, investment performance and outstanding rates. All of
     these KPIs continue to be on track and in particular, there is no change in trend for rate
     arrears.
   Council receives a financial performance report at the end of each month which provides a
     more detailed analysis of Council’s financial position. Council receives a detailed report on
     Capital Works progress every quarter.

Our Systems and Processes
   The use of online services continues to grow year on year but has plateaued in recent
     months. We should see an escalation in the coming months as a new version of e-services
     is launched which makes the ability to lodge online requests easier for our customers.



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