2020-11-10 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                            10 NOVEMBER 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 are as follows:

Our People
   In relation to Workplace Health and Safety, our Lost Time Injury Duration results are
     stable and below long term averages. The current statistics are also being affected by
     one staff member’s long term absence due to a workplace injury.
   Personal leave shows the proportion of leave taken over 5 days duration is higher than
     usual reflecting some long term illnesses for a number of staff.
   Accrued annual leave has increased as staff are constrained in options to travel for
     leave and many staff have also been too busy to take leave.
   Staff turnover is significantly down on year to year trends for the September quarter.
     Turnover is normally higher in this quarter each year as some staff retire post 1 July.

Our Customers
   The number of customer requests has increased. Having a 60 day rates payment
     period meant that we received more rates inquiries than usual while other regular
     customer inquiries such as dogs, waste bins etc stayed at similar levels.
   Our new request management system was recently introduced. This has resulted in
     “skewed” statistics as staff get used to the new software and capturing the new data but
     historic data is excluded from current reporting. There have not been any complaints
     from customers about wait times etc so the issue seems to be one of data collation
     which the Manager is working on.
   The KPIs for building information requests and plumbing applications are improving. We
     are now meeting statutory timeframes for plumbing applications.

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 significant 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 increase year on year. The proportion of
     payments continues to be high as cash payments are being limited due to the COVID-19
     pandemic.




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