2026 Budget Service Level Catalogues

Service Outputs – Detailed Activity Listing
                               Activity                                               Service Level/Standard
                                     Maintenance/updates of customer             Same day if urgent or next
                                     service knowledge management portal         business day.
                                     iP@N (in-house)
                                     Maintenance/updates of customer             Same day if urgent or next
                                     service telephony system PureCloud          business day.
                                     (in-house)

                                     Training                                    Branch related training conducted
                                                                                 as required and monthly.
                                     Disaster management support                 As required.

Cashiering
[Receipting of payments received face to face or via mail, reconciliation of daily receipts, daily banking]
Scheduled work                     Reconciliation and banking (cashier)           Daily
                                   Petty Cash reimbursement                       Same day
                                   Petty Cash reconciliation                      Weekly
Reactive work                      Transaction receipting (face to face)          Same day
                                   Mail receipting (incoming payments via         Daily (business hours).
                                   Records Section)
                                   Over phone payments                            Not conducted as a normal
                                                                                  activity and is only done in
                                                                                  extenuating customer
                                                                                  circumstances at which point it is
                                                                                  conducted at the point of the
                                                                                  interaction utilising councils web
                                                                                  portal.




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