2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                          8 FEBRUARY 2022

   |   .      Open and Overdue Requests:
              Open and Overdue Requests remain an area of opportunity for all of Council, ICT have
     |        developed a dashboard for Business Units to be able to monitor their open and overdue
              requests. This has resulted in many business units actively reducing the number of overdue
              requests from previous years. The number of requests not completed on time each month is
              also reducing each month however there is still a large back log of request needing attention.

                                          Trend of Request Responses
                3K

                2K
                /                       GEEe                                   i            :
                 0
                     Ol-Jan O2-Feb 03-Mar O4Apr 05-May O6-Jun O7-Jul O&5-Aug O9-Sep 10-Oct 11-Nov 12-Dec
                    Ey Completed on Time     Ea Not Complete            a Not Completed on Time

              A number of business units are doing some proactive work to reduce this number. The
              Infrastructure Service branch has been working through outstanding requests and has reduced
              their backlog significantly, the Waste Services branch is working with ICT to determine a way
              to close off request generated to Cleanaway that do not close off automatically due to issues
              with 3 party system integration.

              Online Requests:
     |        This year 12.1% (3,072 requests out of 25,370) of all requests were received via Council's
              website portal, this is up from last year with 10.5% (2,317 requests out of 21,948) of all request
              being received online. Continued work with the Community Engagement team to promote
              the online request system to our community via social media should hope to see greater use
              of this channel in the future.
                                                     % of online requests.
               o%                                                 =

                                                                                                         5

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