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

    ; ;            :                                                                          November 2021
                    EXECUTIVE SERVICES DEPARTMENT
                   CUSTOMER SERVICE

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                                                                                             Total FTE: 9.01
              Recruitment and on-boarding within Customer Service has changed dramatically over the past
              year. Previously an individual intake approach had been used, with three to four weeks of
              classroom style training provided, prior to buddy training, this onboarding process would
              occur every 4 months. This year a greater focus on recruitment has led to half yearly
              recruitment drives with larger intakes.

              The recruitment for the branch coupled with backfilling of positions with casual staff members
              impacted on the Customer Service budget, last financial year the branch saw an overspend of
              employee benefits of $60,743. This was absorbed by budget savings within the Executive
              Service department. While there was an increase in employee costs Customer Service Officers
              are well trained and very knowledgeable in Council practices and are a valuable resource to
              the organisation.

                                                                                      Customer Service TOTAL
                                                                                  for the period ending June 2021
                                                 [Benchmark % Complete     dT 900.0% |        e    Watch

               ———                       [eg — a —              eg — ec      geal        gp
               internal Recoveries           898,531  698,531  898,531 898,531 100.0%
               Other Recurrent income            oO       °       41       ° 100.0%
               [Total Operating Revenue  |__s86.558[ 696,533|ee,s72|asess%] aooon|      aa]
               Employee Benefits              735,632 738,632  796,375) 738,632| 108.3% (60,743) Oo
               Finance Costs                     oO       0    (15,884)|   o  100.0%   15,884
               Materials & Services           10,846)  10,846)  8,506)   10,846 78.4%   2,340 Q
               internal Charges              254,875  254,875 254,875   284,875} 100.0%   o   °o
               Total Operating Expenses | 4,00%,365[4008.363|toas,e7s| 4,001,363] fourm] zea]
               Operating Surplus /(Deficiy)__——~+|_——-cro2.e2ay|—crozazay|caasaon| tonearm]
               a
               TotalCapitaiRevenue       |      OTOP
               Sn en                        a a           a a
               Total Capitalexpenses——   POP

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