2018-02-06 Services & Organisation Committee Agenda

Page 39 of 144

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
2250                                                                                100%
 70 | _w_                                        fF ™
 1750                                                                                80%
 1500 | fe            Lt                 ne”        .                                                                     TP          es       wif"
 1250 Mie ee                  a"                     —aanerenen                      60%                                       rN       te              _
                                       s
 oo fw           a  eS
  sli     ee        ee
                                                                                     40%
  500                               ——_———S—.
  250                              ————
    0                                                                                20%                                 —_—
       July Aug Sept Oct    Nov  Dec  Jan  Feb March April May June
                                                                                      0%
   a All others           & Local Laws          i Parks                                    July Aug Sept   Oct  Nov  Dec   Jan  Feb March April May June
   & Waste Management     & Works Operations    @ Environmental Health
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 statutory timeframe
Purpose                                                                            Purpose
Service timeliness / capacity to respond                                           Service timeliness
 120                                                                                 100%

                                                                                     80%
 90                               >
 60 A erent,              ys                  oN
                                 *¢
                                *  +             o                                   60%
                               o    *              ?

  :      i;   7     7    |    7                                                      .
   0                                                                                  0%
                  x         3                         a                                            Oct                  Nov                 Dec
     RS)             oe   WwW        EF   <P    SF    od   >)    0
     ’     we  &          ~    e              vw   ial   w    Ss                     m= MCU Reconfiguration mOp Works mOp Works (Veg) #DBW RAP wmTotal
                                                                                   Comment
                                                                                   Some technical issues in calculating data.

                                                2015/16 data is shown by dotted purple line. 2016/17 data is shown by black line
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