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2018-07-06 SM - Attachment 1 to Item 5 - Level of Service Catalogue
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ATTACHMENT 1 LEVEL OF SERVICE CATALOGUE 2018/19 Important Note: This catalogue lists the level of service for various activities associated with delivery of services to the community. The information has been compiled from various sources including Council’s business systems, legislation, various published and internal documents, and other sources. The catalogue represents work done as Stage 1 of the 2017/18 Operational Plan project to collate and review levels of service. Stage 1 primarily covers services provided direct to the community. Stage 2 of the project will see completion of the catalogue for the 2019/20 budget with the remaining work predominately relating to activities supporting external service delivery. While every care has been taken in compiling this information there may be some errors, omissions or items that need further clarification. The intent is to refine and improve this information over time as part of the annual budget development process.
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Full text of sections 2 to 82 (of 150)
Section 2
TABLE OF CONTENTS
Item Service Page
1 Aged & Disability Support 4
2 Beaches & Coastal Foreshores 7
3 Canals & Waterways 10
4 Cemeteries 14
5 Community Development
a) Community Development - Planning & Support 17
b) Community Buildings & Facilities 21
6 Cultural Development
a) Cultural Planning & Support 23
b) Visual Arts Venues & Programs 25
c) The J Entertainment & Community Venue 29
d) Heritage Protection & Preservation 32
7 Development Services
a) Development Assessment & Compliance 35
b) Building & Pool Compliance 38
c) Plumbing Services 41
8 Disaster Management 44
9 Economic Development 46
10 Elected Council 49
11 Financial & Revenue Services
a) Financial Services 51
b) Revenue Services 56
12 Holiday Parks & RV Stopover
a) Holiday Parks Contract Management & Administration 59
b) Cooroy RV Stopover Contract Management & Administration 61
13 Land & Habitat Conservation
a) Bushland Reserve Management 63
b) Environmental Partnership Programs 66
c) Pest Management 69
d) Environmental Management Services 72
14 Libraries 76
Section 3
Item Service Page
15 Lifeguards 82
16 Local Laws & Public Safety
a) Local Laws Education & Compliance 85
b) Public Security – Security Patrols & CCTV Monitoring (Public Access) 87
c) Permits – Use of Public Land for Commercial and Community Activities 88
17 Pathways, Boardwalks & Recreation Trails
a) Pathways & Boardwalks 90
b) Noosa Trail Network 93
18 Public Amenities (Toilets) 96
19 Public Health 99
20 Public Lighting 103
21 Recreation Parks 105
22 Road Network
a) Sealed Roads 109
b) Gravel Roads 113
c) Bridges 115
d) Road landscaping & mowing 117
e) Car Parks 120
23 Sport & Recreation
a) Planning, Programs & Support 122
b) Community Swimming Pools 125
c) Noosa Leisure Centre 128
24 Stormwater Drainage & Flood Mitigation 131
25 Traffic & Transport
a) Traffic Management & Operations 134
b) Public Transport Infrastructure & Programs 137
c) Noosa North Shore Ferry 140
26 Waste & Resource Management
a) Waste Collections 142
b) Waste Disposal 145
c) Waste Resource Recovery & Education 148
Section 4
Service Listing 1 of 1
Service Output AGED & DISABILITY SUPPORT
Provision of a day care facility with centre based programs and home based
assistance for local seniors and people with disabilities.
Service Activity Noosa Community Support Service
The activities include day respite care and centre based activities &
programs as well as home based support services to assist local seniors
and people with a disability to continue to live independently in their own
home.
Responsible Area Department Branch
Community Services Community Facilities
*Refer to Asset Responsibility Matrix for specific areas of responsibility
Cost Centres Management Community Facilities 2500
Respite Centre 2509
Home Assist Secure 2510
Projects 2515
CHSP (Commonwealth Home Support 2516
Program)
HAC (Home & Community Care 2517
Program)
HAS (Home Assist Secure Program) 2518
Key Statistics FY2016-17 Number of services delivered
Allied Health Care 672
Case Management 49
Social Support - Group 9,946
Counselling/support info and advocacy - 126
client
Domestic Assistance 4,782
Home Maintenance 3,460
Home Modification 1,291
Personal Care 895
Flexible Respite 510
Social support – Individual 2,648
Transport 14,823
Total services 39,202
Legislative responsibility to None.
provide this service Obligation to utilise funding in accordance with State & Federal requirements.
ACTIVITY SERVICE LEVEL TARGET
Day respite centre operations & programs
[Provides social support & relief for carers by providing centre based programs & activities to provide social interaction
for eligible persons. Day care program includes provision of morning tea and lunch and access to a range of activities
including classes in broadband for seniors, gardening, woodwork, and fee based personal grooming services]
Opening hours Monday to Friday (except public holidays)
9:30 am to 2:30 am
Scheduled activities Transport to and from centre (using Daily (during opening hours)
centre bus)
Activities Program (varies – published Daily (during opening hours)
monthly to the website)
Carer’s support group meetings Monthly
Reactive activities Enquiries No defined service level - response
generally provided within 2 business
days
In-home care
Page 4
Section 5
[Support to people who wish to remain living independently in their own home through services such as flexible in-
home care when carers not available, assistance for daily self-care tasks, domestic house-keeping assistance and
support for social and practical needs such as paying bills etc.]
Availability 7:30 am – 4:00 pm (opening hours)
Scheduled activities Flexible respite Varies for each individual – as per
client’s support plan and Home Care
Package Level
Domestic assistance Varies for each individual – as per
client’s support plan and Home Care
Package Level
Social support (individual) Varies for each individual – as per
client’s support plan and Home Care
Package Level
Personal care Varies for each individual – as per
client’s support plan and Home Care
Package Level
Reactive activities Assessment of applications for No defined level of service – response
assistance generally provided within 3 business
days
Home Assist Secure Program
[Provision of free safety related information, referrals and subsidised assistance to eligible clients unable to undertake
or pay for home modification and critical maintenance activities]
Availability 7:30 am – 4:00 pm (opening hours)
Scheduled activities Home maintenance Varies for each individual – as per
client’s support plan and Home Care
Package Level
Home modifications Varies for each individual – as per
client’s support plan and Home Care
Package Level
Reactive activities Assessment of applications for No defined level of service –
assistance response generally provided within 3
business days
Transport services
[Transport to day centre using centre buses/ vans and fee based service to transport clients to medical appointments
using volunteer drivers]
Availability 7:30 am – 4:00 pm (opening hours)
Cyclic inspections Buses/vans checklist Daily
Scheduled activities Transport to centre & medical Daily (during opening hours)
appointments
Reactive activities Transport to medical appointments Daily (during opening hours)
Volunteers
[Assessment of volunteer applications and rostering to cover centre based care and activities and transport services]
Scheduled activities Volunteer roster Daily roster published 4 weeks in
advance
Volunteer induction Upon commencement
Volunteer training As per annual staff development
program
Reactive activities Volunteer applications (time to process) No defined level of service – generally
Page 5
Section 6
within 3 business days
General maintenance & operations
[Activities include routine maintenance and general improvements and repairs to buildings, plant & equipment as well
as providing information and statutory reporting to various agencies, undertaking WHS site checks, cleaning and other
operational activities]
Cyclic inspections WHS 3 times per annum
Domestic kitchen (checklist) Daily (during opening hours)
Scheduled activities Operational updates to Council Quarterly
Funding bodies reporting Quarterly
Funding bodies acquittals Annually, with more frequent periodic
updates.
Cleaning Nightly (5 days per week)
Pest Control Quarterly
Security Nightly (seven days per week)
Evacuation testing Annually
Air-conditioning servicing Ducted – Monthly
(managed through Buildings & Facilities) Split Systems – Quarterly
Fire testing (incl. emergency lighting, fire Six monthly (normally April & October)
extinguishers, fire blankets)
(managed through Buildings & Facilities)
Residual Current Device - electrical Annual (by contractor)
testing (annual test is managed by
Buildings & Facilities) Six month check (site manager or or
other competent person)
Electrical tag & testing 6 monthly
Marketing Ongoing
Reactive activities Client incident reporting As per WHS policy & procedures
Routine maintenance activities (facility, Works prioritised having regard to
fixtures, sheds and grounds) available budget – urgent matters
attended to same day where possible.
SERVICE DELIVERY MODEL
The services is provided internally and funded through State & Federal sources and fee based services.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Funding bodies (Federal & State) require achievement Achieved 95% Achievement of outputs can vary
of 90% of outputs (i.e. service hours/assistance offered) (FY2016/17) based on a number of unique
variables for each provider. Satisfying
the funding providers is the key
objective in this regard.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Noosa Community Satisfaction 98% of respondents satisfied 2016 Customer Satisfaction Survey
Support Service with the service. (Survey Monkey)
Page 6
Section 7
Service Listing 1 of 1
Service Output BEACHES & COASTAL FORESHORES
Conservation and maintenance of beaches, coastal foreshores and related
coastal infrastructure.
Service Activity Beach Management
The activities include beach cleaning, maintenance of structures such as
beach groynes, Main Beach sand recycling operations including sand
delivery pipeline, beach accesses, beach showers, fencing and signage as
well as responding to environmental incidents.
1
Responsible Area Department Branch
Infrastructure Services Infrastructure Planning, Design &
Delivery
Civil Operations (Civil Works &
Maintenance)
Civil Operations (Parks & Gardens)
Community Services Waste & Environmental Health
(recreational water testing; water
pollution incidents)
Cost Centres Beach Accesses 2014
Beach Management (General) 2015
Beach Management Main Beach 2023
Public Health 1801
Parks 2301
Department Management – Director 1900
Infrastructure Services
Management Civil Operations 2000
Works Operations Coordination 2021
Works Operations 2704
Key Statistics Length of coastline 44 km approx.
2
Beach Accesses 64
3
Beach showers 60
Beach Groynes 2
•
nd
Legislative responsibility to Land Act and Government Gazette dated 22 August 1987 placed all
provide this service foreshores (area between low water and high water mark) in Noosa Shire
under Council’s control.
• Public Health Act 2005 (Act).
ACTIVITY SERVICE LEVEL TARGET
Maintenance
(Includes inspections and routine maintenance activities associated with beach access points, beach showers, rock
groynes, beach signage, and sand pumping station delivery pipeline inlet pump & jetty)
Cyclic Inspections Beach Accesses (includes all aspects Quarterly
of track surface, structure, fencing,
signs, taps/showers etc.)
4
General beach inspection W7 (North Shore/Teewah) – 6 monthly
W8 (Noosa Heads) – Monthly
W9 (SSB to PB) – 6 monthly
5
Groynes & rock walls W8 – Every 6 months
Sand pumping station & associated Contractor responsibility
infrastructure including inlet jetty and
Page 7
Section 8
6
sand delivery line to discharge point Council contract audit / site inspections
– Annual (under development)
Scheduled Work As identified from inspections (defects & proactive interventions) to maintain
7
asset serviceability.
Sand pumping station & associated infrastructure (contractor responsibility to
8
undertake routine and rehabilitation maintenance work)
Reactive work (customer Item Target days to completion
9
requests) Beach Access paths 20 business days
Beach Showers 10 business days
Fencing 20 business days
Beach Access signage (Roads/Signs 20 business days
& Lines category
Operations
(Beach litter pick up (including beach access paths), mechanical beach cleaning, sand pumping station operations)
10
Scheduled Work Beach & beach access paths litter
pick up within defined area. (public
11
spaces cleaning contract) :
• Peregian Beach (between Beach Daily
Access #56 and #59).
• Noosa Main Beach, Spit Beach
and part of area called Dog
Beach.
Beach litter pick up areas outside of W 7 (North Shore) – annual
contract areas (day labour) W 8 (Noosa Heads) – 2 monthly
W9 – (SSB to Peregian) – 4 monthly
Mechanical beach cleaning (by
contractor):
• Schedule A: Main Beach & Main Weekly
Beach West (for defined area
12
refer to note ) Fortnightly
• Schedule B: Sunshine Beach to
Peregian Beach (for defined area
13
refer to note )
Note: Cleaning in schedule B area is Note: Frequency may vary - subject to
concentrated around patrolled weather conditions and tides.
swimming areas and beach access
points. Beach cleaning between
these areas involves only one pass
of the tractor in one direction
14 3
Main Beach sand nourishment Approx. 40,000 m p.a. as required
(contract)
Mechanical spreading of sand (Council)
15
Recreational contact water testing Low risk sites x 5 6 samples p.a.
ocean beaches between Oct-
March
Reactive work (customer Item Target days to completion
requests) Beach Cleaning 20 business days
Environmental incident (water Issue assessed as soon as notified and
pollution) appropriate action taken (may involve
direction by maritime authorities).
SERVICE DELIVERY MODEL
Can insert text or a table
KEY SERVICE METRICS
Page 8
Section 9
Measure Metric Benchmark Comparison
TBD TBD Queensland Department of Local
Government comparative data not
available.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Beaches & Coastal TBD TBD LGAQ Market Facts Survey Theme:
Foreshores Basic Infrastructure does not include
these activities
1
Refer to Asset Responsibility Matrix for specific areas of responsibility
2
Source asset management system Oct 2017
3
Source asset management system Oct 2017 (data subject to further validation)
4
Source Recurrent Maintenance Manual
5
Source Recurrent Maintenance Manual
6
Under contract – inspection responsibilities rest with contractor
7
Works are prioritised and subject to available budget.
8
Contracted dated 12 August 2008 with Slurry Systems Marine Pty Ltd. (15 year term commencing from date of
commissioning of system)
9
Reactive maintenance requests are assessed as to warrant for work and available budget – emergencies responded
to same day.
10
Source Recurrent Maintenance Manual
11
Source Cleaning of Public Open Spaces & Amenities Contract 1617T113
12
Schedule A - from Noosa Surf Club, north to the middle groyne, approximately 700m length of beach; then from
middle groyne north to Noosa River mouth, approximately 680m length of beach.
13
Schedule B - Peregian Beach from beach access #67 Pitta Street north to access #47, Tristania Drive at Marcus
Beach, approximately 4.7km length of beach. Sunshine Beach from the rocks at Sunshine Beach (North) to access
#47 at Marcus Beach, approximately 6.9km length of beach.
14 8
Same as note
15
A separate reactive and specifically tailored program commences upon any major health risk (e.g. major flooding or
sewer overflow)
Page 9
Section 10
Service Listing 1 of 1
Service Output CANALS & WATERWAYS
Conservation and maintenance of canals, foreshores of natural waterways,
and related marine infrastructure.
Service Activity Technical Services, Maintenance & Operations
The activities include maintaining support for revetment walls within canals
and at natural waterways through sand dredging or rock placement,
maintaining groynes or revetment walls protecting public land,
maintenance and operations of the Noosa Waters Lock & Weir, and public
marine facilities (jetties, pontoons, boat ramps) as well as responding to
environmental incidents.
1
Responsible Area Department Branch
Infrastructure Services Infrastructure Planning, Design &
Delivery
Civil Operations (Civil Works &
Maintenance)
Community Services Waste & Environmental Health
(recreational water quality testing;
investigations for water pollution
incidents )
Environment & Sustainable Environmental Services (Waterways
Development management)
Cost Centres Canals & Waterways 2013
Noosa Waters Canal M’ment Levy 2024
Noosa Waters Lock 2106
Public Health 1801
Waterways Management 2401
Department Management – Director 1900
Infrastructure Services
Management Civil Operations 2000
Works Operations Coordination 2021
Works Operations 2704
Key Statistics Length of canal revetment – Noosa 2.47 km (approx.)
2
Sound
Length of canal revetment – Noosa 14.5 km (approx.)
3
Waters
4
Public boat ramps 8
5
Public jetties &pontoons 19
Groynes/foreshore protection 2 (Spit Beach & Munna Point
installations Foreshore)
2
Noosa River Catchment (63% of Shire 583km
2
area of 869.8km )
2
Mary River Catchment (36% of Shire 313km
area)
•
nd
Legislative responsibility to Land Act and Government Gazette dated 22 August 1987 placed all
provide this service foreshores (area between low water and high water mark) in Noosa Shire
under Council’s control.
• Noosa Waters Canal consists of State Land set aside as reserve under
Page 10
Section 11
control of Council as trustee.
• Sections of Noosa Sound defined as canal (former Canals Act 1954)
• Transport Infrastructure (Public Marine Facilities) Regulation 2011
• Public Health Act 2005 (Act)
• Environment Protection Act 1994
• Environment Protection (Water) Policy 2009
• Transport Operations (Marine Safety) Regulation 2004.
ACTIVITY SERVICE LEVEL TARGET
Waterways management
(Activities include development of strategy/management plans and implementation of associated actions, monitoring
and compliance activities)
Scheduled work Noosa River Plan 2004 (under review Proposed:
including internal and external public 5 year review
consultation) Annual review of Action Plan
Funding Agreement – Report Card 3 yearly
Healthy Land and Water
Note: Work undertaken by Healthy
Waterways
Attendance at SEQ Monitoring and Quarterly Meetings
Evaluation Steering Committee
Meetings MESC (healthy land & water
quality – informs Water Quality Rating
program)
SEQ Water - Lake Macdonald Quarterly meetings (or as required).
Improvement Committee for dam
upgrade (waterways aspects – Six Mile
Creek)
Reactive work Review and develop Council response As required.
to legislative and policy changes by No defined level of service – subject to
other levels of government other levels of government timelines.
Compliance of Noosa River Marine Issue assessed as soon as notified and
Zone. appropriate action taken (may involve
direction by maritime authorities).
Enquiries/complaints (e.g. notification Issue assessed as soon as notified and
of vessels impacting foreshore areas, appropriate action taken (may involve
sinking vessels, illegal camping, direction by maritime authorities).
dumped rubbish on river islands).
Investigations / emerging issues No defined service level.
(e.g. Hincksia sordida algal bloom Depends on complexity of issue.
events; Oyster Reef trial approvals etc.)
Maintenance
(Inspection & repairs to boat ramps and jetties; dredging or rock placement to support revetment walls in defined
canals)
Cyclic Inspections Boat ramps 6 monthly
Jetties/pontoons 6 monthly
Noosa Waters lock & weir (contract) Fortnightly + Annual detailed inspection
Noosa Waters Salinity Inlet Pump Monthly + Annual detailed inspection
Station & Jetty (contract)
6
Groynes & revetment walls 6 monthly
[e.g. Noosa Spit (Dog Beach) and
Munna point foreshore]
Page 11
Section 12
Noosa Sound & Noosa Waters canals Annual
Scheduled Work As identified from inspections (defects & proactive interventions) to maintain
asset serviceability. In addition specific works are scheduled as below:
Noosa Waters Lock routine As per the Asset Fortnightly
maintenance Management Plan Annual detailed
(work by contractor)
Noosa Waters Salinity pump As per the Asset Monthly
station Management Plan Annual detailed
(work by contractor)
Dredging to maintain sand to Noosa Sound canals Biennial
support base of revetment Noosaville foreshore
walls
(work by contractor)
Reactive work (customer Issue Target days to completion
7
requests) Boat Ramps 20 business days
Jetties 20 business days
Revetment Wall 20 business days
Lock & Weir 20 business days
Operations
(Cleaning of boat ramp surfaces; Noosa Waters lock & weir operations including security access cards, clearing
fishing line bins and testing recreational waters for human contact, responding to environmental incidents etc.)
Scheduled Work Boat ramps (pressure Removal of algae build 2 monthly
cleaning) up
Noosa Waters salinity pump Pumping – off peak Daily
station operations (turnover of hours 11 pm to 7 am
water in lake to maintain water
quality – takes approx. 38 days
for all water to be turned over)
Noosa Waters – water quality As per Water Quality 6 monthly
testing Management Plan
Noosa Waters Security Access Card issue, activity Ongoing
(SiPass System) monitoring and
administration
Fishing line recovery units Tewantin – 5 units Weekly
(empty & clean by contractor) Noosaville – 15 units
Noosa Heads – 9 units
Recreational contact water Rainfall risk site - 20 samples p.a.
8
testing Pelican Beach, (fortnightly for 8
Noosaville months and monthly
for 4 months).
Reactive work General requests Within 20 business days
Environmental incident (water Issue assessed as soon as notified and
pollution) appropriate action taken (may involve direction
by maritime authorities).
SERVICE DELIVERY MODEL
Service is managed and delivered in house with support from contractors.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Water quality rating for Noosa River compared to other -A rating Highest rated river in SEQ
SEQ waterways
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Canals & waterways TBD TBD LGAQ Market Facts Survey Theme:
Basic Infrastructure does not include
these activities
Page 12
Section 13
1
Refer to Asset Responsibility Matrix.
2
Approx. length that is defined as Council responsibility (rest is classified as part of the river system and owner
responsibility}. Data approx. only – requires validation.
3
Data approx. only – requires validation.
4
Includes 6 boat ramps owned by the State Government but Council responsibility to maintain.
5
Includes 2 jetties/pontoons owned by the State Government but Council responsibility to maintain. Also excludes
Mill Street, Noosaville jetty under a commercial lease arrangement (responsibility of Property)
6
Source Recurrent Maintenance Manual
7
Reactive maintenance requests are assessed as to warrant for work and available budget – emergencies responded
to same day.
8
A separate reactive and specifically tailored program commences upon any major health risk (e.g. major flooding or
sewer overflow)
Page 13
Section 14
Service Listing 1 of 1
Service Output Cemeteries
Provision and maintenance of cemeteries for burials and ashes internment.
Service Activity Maintenance & Operations
The activities include burials and ashes placement together with works to
maintain and operate the cemetery.
Responsible Area Department Branch
Community Services Waste & Environmental Health
Cost Centres Management Waste & Environmental 1918
Health
Environmental Health Coordination 1814
Pomona Cemetery 2306
Cooroy Cemetery 2307
Tewantin Cemetery 2308
Cemetery Admin 2309
Key Statistics Pomona Cemetery 4 ha (Reserve)
Cooroy Cemetery 5.6 ha (Reserve & freehold)
Tewantin Cemetery 4 ha (Reserve)
Legislative responsibility to None - but traditionally local government has provided this community service as
provide this service it is not attractive to the private sector due to legacy costs of maintaining burial
grounds.
State Land Act 1994 applies where land is a Reserve for Cemeteries
ACTIVITY SERVICE LEVEL TARGET
Maintenance
[Includes works to maintain assets including structures such as fencing, gates, gatehouse areas etc.]
Cyclic Inspections Visual checks done by Cemetery Officer weekly when on site for services.
WHS Inspections 3 times per year
Reactive work [customer Maintenance requests 14 business days
1
requests]
Operations
[Preparations for burials and internments such as site preparation, set-up and attendance at ceremony, supply and
installation of headstones and plaques, family research enquiries and ground maintenance activities as well as
cemetery administrative work]
Availability Services available during normal business hours – special arrangements apply
for weekend services.
Cyclic Inspections Checks of work done by contractors done weekly when Cemetery Officer on site
for services.
Scheduled Work Mowing/slashing • Approx. 21 mows per annum at all
sites (varies subject to growing
conditions)
• Slashing of Cooroy expansion area
annually
• Slashing firebreak at Cooroy
expansion area - approx. 12 mows
per annum
Weed control Monthly spraying – All sites
Page 14
Section 15
Pathway sweeping (Tewantin & Weekly
Pomona Bush Gardens only)
Reactive work Request to reserve a grave or ashes No defined level of service – generally
site within 2 business days
Application for burial site No defined level of service – generally
within 1 business days
Application for ashes site No defined level of service – generally
within 2 business days
Grave preparation No defined level of service – generally
within 2 business days
Burials & ashes interments As required (subject to applicant
timelines & Council resource
availability)
Burial notifications Within 7 days of burial
Note: Births, Deaths and Marriages
Registration Act 2003 & Regulation
2015 (the operator of a cemetery is
required to notify the Registrar within 7
days after disposal of a human body so
that the Death Certificate can be issued
within 14 days statutory period).
Pouring moulds for concrete lawn Ongoing (as required)
plaque bases; piers for ashes in bush
gardens
Headstone/plaque installations As required
Maintenance of cemetery Ongoing (as required)
records/databases and mapping
Grave top up & surface improvements As required – all sites
Litter pick-up Weekly – all sites
All requests/enquiries incl. burials, 5 business days (target for completion)
headstone/plaque supply & install;
family history research requests etc. Note: Family history research is not
given priority and can take longer to
complete (subject to availability of
records/workloads).
SERVICE DELIVERY MODEL
Predominately provided internally with contractor support for operational services such as mowing and supply
arrangements.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost of service per rateable property $9.87/per rateable Queensland Department of Local
(Actuals FY 2016/17 total $296,244 / 30,000 property Government comparative data not
rateable properties) available.
Big variances in the number of
cemeteries provided in each local
government area and in extent of
legacy responsibilities.
PERFORMANCE MEASURE
Page 15
Section 16
Service Indicator Performance Measure Methodology
Cemeteries Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score Community Satisfaction Tracking
(out of optimum rating of 5). Survey for Provincial areas for:
NSC mean State mean Theme: Basic Infrastructure
rating (2017) rating (2017) Function: Community Health (includes
Cemeteries)
3.62 3.57
1
Reactive maintenance requests are assessed as to warrant for work and available budget – emergencies responded
to same day.
Page 16
Section 17
Service Listing 1 of 2
Service Output COMMUNITY DEVELOPMENT
Supporting community development through social, sport & recreation,
heritage and cultural initiatives.
Service Activity Community Development – Planning & Support
The activities include provision of support for community organisations
((excluding sport and recreation, arts and cultural) by providing a broad
range of services including policy and planning, financial grants (internal and
external to Council), advice, land tenure processes, professional and
organisational development and networking opportunities.
Responsible Area Department Branch
Community Services Community Development
Cost Centres Community Development Projects 2506
Community Grants 2599
Community, Culture & Sport 2600
1
Key Statistics #Community organisations (Noosa Shire based) Approx. 200
2
Volunteer hours (per annum) 23,285 hours
# Community contacts (average per month) Approx. 50 (highly variable
during grant rounds)
Legislative responsibility to None
provide this service
ACTIVITY SERVICE LEVEL TARGET
Community development & support
[Includes implementation of the recommended actions within the Social Strategy Implementation Plan, and providing
opportunities for up-skilling of community volunteers and members of not-for-profit organisations
Scheduled activities Review of Social Strategy Implementation Plan Every 3 to 5 years
(adopted 17 Dec 2015).
Action Social Strategy Implementation Plan Ongoing – priorities
determined annually.
Note: Plan includes ongoing activities as well as
special projects that relate to a range of services
including social, sport & recreation, culture etc.
Reporting on Social Plan Implementation Annual - Updates also
included in departmental
quarterly report.
Volunteer Master Class (up-skilling volunteers) Twice yearly
Heart Week – First Aid (nominated members of Annual
not-for-profit community organisations)
Supporting strategic planning for community Annual and as required
organisations (EOI process to participate)
Community Connections e-Newsletter Monthly
Building Active Communities Program (in Quarterly program
partnership with the State Government)
Note:
Mainly aimed sport & recreation but community
organisations also invited – depends on topic and
Page 17
Section 18
relevancy)
Community Roundtable (Multi-agency reference Quarterly meetings.
group for social issues)
Northern Sunshine Coast Social Network (for Quarterly meetings.
individual social service organisations)
Negotiations for renewal of existing tenure As required – subject to
arrangements varying lease terms.
Note: Community leasing/permit negotiations also
involve Property Branch who manage and
administer the contractual arrangements.
Youth Network (for youth service providers) Quarterly meetings.
Reactive work General enquiries Initial response within 2 days
– final response dependent on
complexity of the request and
availability of resources
Events support to community organisations for No defined level of service but
community events (e.g. Boon Gari, Safer Families first response generally
etc.) provided within 2 business
days.
Providing support for not-for-profit committee Generally within 2 business
governance / administration issues days for first response - final
response dependent on
complexity of the request and
availability of resources
Enquiries new tenure requests No defined level of service.
Note: Community leasing/permit negotiations also Subject to assessment of
involve Property Branch who manage and warrant and determination of
administer the contractual arrangements. availability/options.
Grants program 3
[Activities include developing and reviewing Council’s Community Grants policy; identifying opportunities for grant
funding for community organisations and Council programs, conduct of workshops for writing grant applications,
promoting available grants programs, writing applications for grants to fund the Community Development program; as
well as evaluation of applications, award, administration and acquittal for grants under Council’s Community Grants
Program; etc.]
Scheduled activities Develop, review and administer Council’s As required.
Community Grants Policy and Guidelines.
Identify and promote opportunities for external Ongoing
grants (external organisations and internal to
Council)
Grant writing and awareness events covering Twice yearly
Council Community Grants program and external
grant opportunities (network & nibbles nights)
Assistance to community organisations to As required
prepare grant applications (external grant
programs)
Grant applications to external bodies to fund Ongoing.
Community Development initiatives Applications submitted as
opportunities become
available.
Invite applications for Council Community Project Twice yearly
Grants Program
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Section 19
Administer Council Festive season event grant (3 Three year agreement
year)
Administer Council Signature event grant (3 year) Three year agreement
Administer Community Alliance agreements (3 Three year agreement
year)
Annual review as to whether
additional invitations will be
issued
Acquittals (checking & verification) Annual or as required by the
grant conditions.
Water & sewer on-charging (costs over & above Quarterly / Annually
grant level) (dependent on Unitywater
billing practice)
Maintain Council’s Grants Register (currently 71 Ongoing – subject to reporting
external grants across 30 Cost Centres) & acquittal requirements of
each funding body.
Reactive activities General enquiries relating to Grants Program No defined service level –
and external grant opportunities (including letters generally responded to on
of support and review/feedback of applications) same day or next business
day.
Supporting community not-for-profit groups in No defined service level –
applying for external grants generally responded to on
same day or next business
day.
SERVICE DELIVERY MODEL
Services are delivered in-house.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost of Community Grants program per $29 per rateable property. TBA
rateable property
(FY 2016/17 $872,000 approx. \ 30,000)
Number of persons who volunteered in past 12 21.0% 18.8% Qld
months as percentage of population compared
4
to State percentage.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Community Satisfaction Noosa community satisfaction Community satisfaction mean
Development mean rating score compared to performance rating from the
the State mean rating score (out LGAQ 2017 Community
of optimum rating of 5). Satisfaction Tracking Survey
for Provincial areas for:
Theme: Community Lifestyle
Services
Function: Community
Development
NSC mean State mean rating
rating (2017)
(2017)
3.59 3.50
1
Source: Noosa Social Strategy adopted 17 December 2015
2
As above.
Page 19
Section 20
3
Council Community Grants related to specific service areas (e.g. Sport/Community Buildings/Culture) are included in
the relevant Level of Service listing for each service.
4
Source: 2016 Census.
Page 20
Section 21
Service Listing 2 of 2
Service Output COMMUNITY DEVELOPMENT
Supporting community and cultural development through provision of
facilities, programs and activities.
Service Activity Community Buildings & Facilities
The activities include tenure negotiations, leasing, permits to occupy or
management agreements and may include maintenance activities (varies
site to site).
1
Responsible Area Department Branch
Community Services Community Development
Corporate Services Property
Infrastructure Services Buildings & Facilities
Cost Centres Management Community Facilities 2500
Community, Culture & Sport 2600
Community Grants 2599
Bicentennial Community Centre 2608
Community Properties 1511
Community Facilities 1519
Key Statistics #Council owned / trustee land 68
community buildings (includes
Bicentennial Hall which is under long
term lease/hire arrangements)
Legislative responsibility to None – but obligations as trustee under The Land Act 1994.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Property management
[Activities including negotiations, development and finalisation of leases of Council properties to a wide range of
community not-for profit organisations]
Cyclic activities Under the Community Purpose Land & Infrastructure Tenure Policy) community
tenure arrangements range from one year to a maximum of ten years and are
dependent on the type of land holding (Council freehold land or trust land) and
nature of the use.
• Freehold land – permit Up to 3 years
• Freehold land – lease 5 to 10 years
• Trust land – permit Up to 3 years
• Trust land – lease 5 to 10 years
• Management agreements Varies – term depends on land tenure
(Community Halls only)
Reactive activities Enquiries and negotiations – No defined level of service.
new/existing tenure arrangements
(contractual aspects) Subject to assessment of warrant and
determination of availability/options.
Note: Community leasing/permit
negotiations are undertaken in
conjunction with the Community
Development Branch.
Maintenance & Operations
[Activities include routine maintenance and operational activities as determined by respective lease/permit to occupy
arrangements for each site. Typically the permit/lease holder has responsibility for minor maintenance requirements
Page 21
Section 22
with Council attending to major maintenance, and covering costs of insurance and base level utility charges as set out
in the Community Grants Policy].
Cyclic activities Community buildings – electrical RCD Twice yearly
testing (specified sites only) Annual (contractor)
Community buildings – fire testing Six monthly (contractor)
(emergency lighting, extinguishers, fire
blankets etc.)
Maintenance Agreements (community Three year agreement
halls and centres)
Reactive work Maintenance requests (where not Generally within 5 business days if not
lessee/permit holder obligation) complex.
SERVICE DELIVERY MODEL
Council administers the property leasing and varying maintenance requirements (dependent on individual leasing
arrangements) with day to day operations managed by the lease/permit holder.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost per rateable property to maintain and operate $21.33 (with Queensland Department of Local
community buildings 2016/17 FY revenue taken Government comparative data not
into account) available.
With revenue: $639,813\30,000 rateable properties
$25.60 (excl.
Without revenue: $767,871\30,000 rateable properties revenue)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Community halls & Satisfaction Noosa community satisfaction Community satisfaction mean
venues mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
for performance (out of Tracking Survey for Provincial areas
optimum rating of 5). for:
Theme: Community Lifestyle Services
Function: Cultural & Entertainment
Facilities (includes public halls but not
all community buildings)
NSC mean State mean
rating (2017) rating (2017)
3.64 3.71
1
Refer to Asset Responsibility Matrix for specific areas of responsibility.
Page 22
Section 23
Service Listing 1 of 4
Service Output CULTURAL DEVELOPMENT
Supporting cultural development and heritage protection through provision
of facilities and programs.
Service Activity Cultural Planning & Support
The activities include provision of support for the cultural sector,
organisations and individuals by providing a broad range of services
including policy and planning, financial grants, advice, land tenure
processes, professional and organisational development and networking
opportunities.
Responsible Area Department Branch
Community Services Community Development
Libraries & Galleries
Cost Centres Community, Culture & Sport 2600 (Partial)
Community Grants 2599 (Partial)
Management Libraries & Galleries 2514 (Partial)
Noosa Regional Art Gallery 2504 (Partial)
Library Programs & Services 2706 (Partial)
Community Properties 1411 (Partial)
Key Statistics FY2016-17 - TBA TBA
Legislative responsibility to None.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Cultural development & support
[Activities include support for cultural organisations and individuals through provision of advice and through forums,
networking opportunities, seminars and workshops]
Cyclic activities Regional Arts Development Grants Twice yearly
Program (RADF) – application and
acquittals process
State Govt RADF Grant - application and Annually or as required
acquittals process
“Grow Your Arts” e-Newsletter Quarterly
Scheduled activities Review of Noosa Cultural Plan Every three years
Development, implementation and Annual
reporting on Cultural Plan - Annual Action
Plan Updates also included in
departmental quarterly report.
Cultural Development projects & No defined service level – dependent
initiatives on complexity of the project and
availability of resources
Sunshine Coast Creative Alliance Up to 4 events per annum
(Subject to RADF Funding – partnership
arrangement)
“Grow Your Arts” Program / Workshops Up to 4 events per annum
(Subject to RADF – varies)
Professional development activities Minimum 4 events per annum
through Galleries for visual artists
Page 23
Section 24
Professional development activities Minimum 4 events per annum
through Libraries for authors and digital
artists
Tenure to community not-for-profit cultural and community organisations terms &
renewals are subject to the Community Purpose Land & Infrastructure Tenure
Policy with tenure arrangements as follows:
Freehold land – permit Up to 3 years
Freehold land – lease 5 to 10 years
Trust land – permit Up to 3 years
Trust land – lease 5 to 10 years
Freehold land – lease 10 years
Reactive activities Enquiries/requests Initial response within 2 days – final
response dependent on complexity of
the request and availability of
resources
Stakeholder consultation By arrangement
Advice & support to cultural organisations Initial response within 2 days – final
response dependent on complexity of
the request and availability of
resources
Partnership projects/activities No defined service level – dependent
on complexity of the project and
availability of resources
SERVICE DELIVERY MODEL
Internally managed with external suppliers utilised where specialist expertise required.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
TBD TBD TBD
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Cultural Venues & Satisfaction Noosa community satisfaction Community satisfaction mean
Programs mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
Theme: Community Lifestyle Services
Function: Cultural & Entertainment
Facilities
NSC mean State mean
rating (2017) rating (2017)
3.64 3.71
Page 24
Section 25
Service Listing 2 of 4
Service Output CULTURAL DEVELOPMENT
Supporting cultural development and heritage protection through
provision of facilities and programs.
Service Activity Visual Arts Venues & Programs
The activities include provision of facilities as well as programs and
activities for a range of visual arts related activities.
Responsible Area Department Branch
Community Services Libraries & Galleries
Cost Centres Management Libraries & Galleries 2514 (Partial)
Noosa Regional Art Gallery 2504
Cooroy Butter Factory 2505
The J 2607 (Partial)
Key Statistics # Council Cultural Venues providing 4
visual arts exhibition space or programs
Includes:
- Noosa Regional Art Gallery,
Tewantin
- The Butter Factory Arts Centre,
Cooroy
- The J, Noosa Junction (see
separate listing)
- Noosaville Library
Utilisation rates:
Noosa Regional Gallery
Number of visitors 42,711
Number of Public Program Attendees 3,589
Cooroy Butter Factory
Number of exhibitions 12
Number of visitors 12,284
Number of public programs/workshops 62
Legislative responsibility to None.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Noosa Regional Art Gallery, Tewantin
[Includes providing a diverse program of exhibitions, events and programs as well as allied activities such as the
gallery shop, school visits, professional development program for schools art teachers, a volunteer program and
liaison with Friends of the Gallery]
Opening hours Tuesday to Friday 10:00 am – 4:00 pm
Saturday & Sunday 10:00 am – 3:00 pm
Closed Mondays, public holidays and during exhibition changeovers.
Scheduled activities Exhibition program (incl. opening Annual program – individual
events) exhibitions on show for 4 – 6 weeks
Established two years in advance –
refined as required (ongoing)
Public programs incl. children’s and Annual program complementing
artists workshops and school holiday exhibition program
program
Professional development (e.g. school Three times per year
Page 25
Section 26
arts teachers)
Floating Land Festival Biennial
Art competitions (Lyn McCrea Memorial Each competition occurs annually
Drawing Prize; Arts Cycle; Draw!)
Friends Noosa Regional Gallery Monthly
meetings
Reactive activities Artist advice/support On request
Institutional visits (e.g. schools) On request
Stakeholder consultation As required
Exhibition applications By application - Initial response
within 2 days – final response
dependent on assessment of
application and discussions with
artist
Corporate Art Collection
[All activities related to the storage and management of items in the corporate art collection]
Availability On display in Council buildings During office/opening hours
In storage – availability for Council On request, access usually
officers only processed within 5 business days
Scheduled activities Audit Annual
Reactive activities Processing new items As required
Relocation of artworks On request – generally within 5
business days
Maintenance As required – dependant on
complexity of repair and availability
of resources
Public Art
[All activities related to the management of public art items on Council land]
Availability On display on Council land Generally open access 24/7
Scheduled activities Audit Annual
Public art projects e.g. commissioning Infrequently – only when
new works programmed
Reactive activities Maintenance As required – dependant on
complexity of repair and availability
of resources
Gallery Operations
[includes activities such as WHS inspections for galleries, building maintenance, volunteer coordination, contract
management
Cyclic inspections WHS inspections 3 times per annum
Scheduled activities Fire Services Monthly
Planned Building maintenance - As Subject to work area response time
required, work order requests to frames.
relevant Council dept.
Internal Gallery wall & floor Annual
maintenance
Security - Managed Council contracts Daily
with Naskam (Alarms and CCTV) and
Complex (random patrols)
Air conditioning service - Managed Monthly
Council contract
Reactive activities Reactive building maintenance - As Subject to work area response time
required, work order requests to frames.
relevant Council dept.
Volunteer coordination includes Generally initial application and
applications, assessment and phone contact processed within five
inductions and management. (5) business days.
Full process may take up to 8-12
Page 26
Section 27
weeks (involves face-to-face
meeting, assessment, application for
Blue Card to be completed and
received from Govt, induction and
introduction to volunteer activity).
General enquiries/complaints (in No defined service level – response
person, by phone or online) generally provided within 2 business
days (subject to complexity of issue)
Ancillary Exhibition Spaces
[Council provides ancillary exhibition spaces with Noosaville Library and The J. These are non-curated spaces and
exhibitions are considered upon application.]
Opening hours Noosaville Library As per Library opening hours
The J As per The J opening hours
Scheduled activities Exhibition rotations 4 to 6 Weekly
Reactive activities Application processing Up to 4 weeks
Butter Factory Arts Centre, Cooroy
[The converted old Butter Factory together with the adjoining potter’s kiln and shed is owned by Council and
operated by the Cooroy Futures Group under a three year management agreement with operational funding
provided by Council for the facility to operate as an arts exhibition, workshop & events venue]
Opening hours Tuesday to Friday 10.00am to 3.00pm
Saturday 10.00am to 12.00noon
Closed Mondays, public holidays and during exhibition changeovers
Scheduled activities Review of management arrangement 3 years from 2016
Performance review Bi-annual
Building inspection Annual
Reactive Reactive building maintenance - As Subject to work area response time
required, work order requests to frames
relevant Council dept.
Curatorial and operational advice & As required
support
SERVICE DELIVERY MODEL
The delivery of visual arts services is a blended model offering different tiered services. Council directly delivers a
category A regional gallery to provide high quality curated and touring exhibitions and programs. The small multi-
skilled team work across all elements of the gallery services. A community arts space and gallery is offered through
the Butter Factory under a community managed model with Council support. Council’s visual arts services work
towards achieving the required standards under the National Standards for Australian Museums and Galleries
v1.5 September 2016
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost per rateable property (inclusive of depreciation $25.38 per Queensland Department of Local
and internal charges) rateable property Government comparative data
currently not available.
This is the full extent that each rateable property is
funding arts venues & programs.
(FY2016/17 actuals $761,491.67/30,000 rateable
properties)
Cost per rateable property (exclusive of depreciation $15.32 per
and internal charges) rateable property
(FY2016/17 depreciation $0; internal charges
Page 27
Section 28
$301957.74 Actuals $459,533.93/30,000 rateable
properties)
Cost per visit to the Noosa Regional Art Gallery
(inclusive of depreciation and internal charges) $17.82 per visit
(exclusive of depreciation and internal charges) $10.76 per visit
This is the extent that ratepayers are funding each
visit.
Cost per visit to the Butter Factory Arts Centre
(inclusive of depreciation and internal charges) $20.21 per visit
(exclusive of depreciation and internal charges) $11.88 per visit
This is the extent that ratepayers are funding each
visit.
(FY2016-17 depreciation $23076.64; Internal charges
$79284.31)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Cultural Venues & Satisfaction Noosa community satisfaction Community satisfaction mean
Programs mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
Theme: Community Lifestyle
Services
Function: Cultural & Entertainment
Facilities
NSC mean State mean
rating (2017) rating (2017)
3.64 3.71
Page 28
Section 29
Service Listing 3 of 4
Service Output CULTURAL DEVELOPMENT
Supporting cultural development and heritage protection through provision
of facilities and programs.
Service Activity The J Entertainment & Community Venue
The activities include provision of the facility as well as programs and
activities for a range of cultural and general community activities.
Responsible Area Department Branch
Community Services Community Development
Community Facilities
Corporate Services
*Refer to Asset Responsibility Matrix for specific areas of responsibility
Cost Centres Management Community Facilities 2500
The J 2607
Key Statistics FY2016-17
Total attendance 79,740
Education/schools performances 14
Community groups 16
Special events 4
Comedy performances 8
Live music/bands 6
Theatre 7
Film 7
Legislative responsibility to None.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Operations
The J is a multi-purpose entertainment & community venue. It features a versatile auditorium which can be configured
with retractable seating for up to 402 people, including 338 people in the theatre and an additional 64 seats in the
upper mezzanine level, table seating for 250, or an open plan hall with 500 people standing room. The centre also
contains a lounge and recreational areas, meeting and workshop spaces and catering facilities – all of which are
available for hire.
Activities include sourcing a variety of entertainment and cultural events as well as management of venue
hire/bookings by external parties and community groups, events ticketing, event set-up and set-down, and general
operations such as administration, sub-lease management (University of Sunshine Coast and Community Radio),
together with routine building and equipment maintenance and repairs.
Availability Venue hire availability (on demand) Generally from 6 am to midnight
Opening hours Reception/administration hours 8.30am – 5pm
Monday to Friday
Box office (ticket collection) 9am to 4.30pm Monday to Friday
Plus 1 hour prior to a ticketed event
Cyclic inspections Facility inspection Daily (checklist)
WHS inspections 3 per annum
Scheduled activities Ticketing (on line) 24/7 year round
Marketing –including social media, E- Monthly (or as required)
newsletter “What’s on at The J”
Lease arrangements USC Initial 10 year term + 2 X 5yr options
Page 29
Section 30
USC Sublease to TAFE to 31 Dec 2026
Lease arrangements NCR 5 Year term + 3 X 5yr options to 30
Sept 2026.
Cleaning Nightly
Security patrols Nightly
Pest control Quarterly
Termite Inspection Quarterly
Evacuation testing Annually
Air-conditioning Ducted – Monthly
(managed through Buildings & Facilities) Split systems - Quarterly
Fire systems testing Monthly
(managed through Buildings & Facilities)
Reactive work Enquiries/complaints No defined service level but generally
completed within 2 business days.
Bar/kiosk operation for events Event specific as required
SERVICE DELIVERY MODEL
The facility is managed and operated in-house with programs largely delivered through venue hire to external
commercial promoters & community organisations with some limited Council organised entrepreneurial performances.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost per rateable property (inclusive of depreciation Queensland Department of Local
and internal charges) Government comparative data not
available. Limited options for
This is the full extent that each rateable property is $23.30 per benchmarking with similar operations
funding The J. rateable property given the variation in size, seating
capacity, regional demographics etc.
(FY2016/17 actual costs $698,897 \ 30,000 rateable The best comparisons are with the
properties) Moncrieff Theatre (Bundaberg
1
Cost per visit (exclusive of depreciation and internal $3.25 per visit Regional Council) and Brolga Theatre
charges) (Fraser Coast Regional Council)
This is the extent that ratepayers are subsidising each
visit.
2
Cost per visit (inclusive of depreciation and internal $8.76 per visit
charges)
This is the extent that ratepayers are subsidising each
visit.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
The J Utilisation Theatre utilisation rate of 81%. Percentage of days with at least one
theatre booking
The J Satisfaction Net Promoter Score of 70 from Surveys using Net Promoter Score
regular hirers on 21/02/17. (NPS) rating. A NPS that is positive
(i.e., higher than zero) is felt to be
good and an NPS of >50 is excellent.
Cultural Venues & Satisfaction Noosa community satisfaction Community satisfaction mean
Programs mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
Page 30
Section 31
Theme: Community Lifestyle Services
Function: Cultural & Entertainment
Facilities
NSC mean State mean
rating (2017) rating (2017)
3.64 3.71
1 th
Source – end of FY2016-17 Report to Works & Services Committee 8 August 2017)
2
As per note 1.
Page 31
Section 32
Service Listing 4 of 4
Service Output CULTURAL DEVELOPMENT
Supporting cultural development and heritage protection through provision
of facilities and programs.
Service Activity Heritage protection & preservation
The activities include initiatives, programs and projects to protect, preserve
and promote the history and cultural heritage of Noosa Shire and
administration of the heritage levy.
Responsible Area Department Branch
Community Services Libraries & Galleries
Cost Centres Heritage (Levy) 1604
Library Programs & Services 2706
Library Collections 2705
Key Statistics Library’s Heritage Collection 2,639 items
Picture Noosa images online 1,577
Major Heritage Organisations Supported 4
Annual Heritage Levy Revenue $302,000
(2017/18)
State Heritage listed sites 10
Legislative responsibility to None identified
provide this service
ACTIVITY SERVICE LEVEL TARGET
Heritage levy administration
[Activities include levy management, policy development and management, review of levy-funded project proposals,
stakeholder consultation and coordination of Heritage Reference Group.)
Scheduled activities Heritage Reference Group meetings and Bi-monthly
management of meeting outcomes
Levy Budget Review Quarterly
Levy Budget Preparation Annual
Heritage Levy Policy & Guidelines Annual
Review
Scheduled appointment to Heritage Every three years
Reference Group
Reactive activities Consideration of project requests for No defined service level – (response
levy funding time subject to complexity of issue)
Appointment to ad-hoc vacancies in As and when required – full process
Heritage Reference Group may take between 8 to 12 weeks
Heritage Levy project reporting including As and when required – report
financial updates produced generally within 10 business
days
Heritage initiatives/programs
[Includes a broad range of projects, activities and works to maintain and preserve heritage assets, develop and
implement projects, engage heritage specialists and undertake heritage sector development)
Cyclic activities Develop heritage levy expenditure Annual (budget process)
program
Scheduled activities Implementation of heritage levy funded No defined service level – dependent
projects on complexity of the project and
availability of resources
Stakeholder consultation Monthly
Skills development of heritage sector At least three times per year
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Section 33
Review of Heritage Walk brochures, At least annually
signage and promotional information
Inspections of built heritage assets At least annually
Reactive activities Advice on heritage matters to Council Initial response within 2 days – final
and external customers response dependent on complexity of
the request and availability of
resources
Review of requests relating to specific Initial response within 2 days – final
operational matters including place response dependent on complexity of
names, memorials and plaques. the request and availability of
resources
Maintenance of Council’s built heritage No defined service level – dependent
assets on complexity of the works required
and availability of resources
Requests from private owners for advice Initial response within 2 days – final
on heritage buildings response dependent on complexity of
the request and availability of relevant
heritage consultant
Heritage Library
[Capturing, documenting and providing access to the unique history of the Noosa Shire local government area – incl.
print, newspapers, digital images, digital resources, oral histories and online content]
Availability Access to physical collection available during opening hours. Online content
available 24/7
Scheduled activities Local Studies Collection – open access Access during opening hours
Local Studies Collection – closed stack Availability between same day and up
collection to 5 business days
Picture Noosa Collection Access available 24/7 online
Genealogy Collection – open access Access during opening hours
Procurement to collection As materials are sourced
Collection management Daily and ongoing
Heritage Library projects and initiatives No defined service level – dependent
on complexity of the project and
availability of resources
Policy development and review At least annually
Reactive activities Heritage research assistance Initial response within 2 days – final
response dependent on complexity of
the request and availability of
resources
Community Outreach - presenting local By arrangement
information to groups
Stakeholder consultation By arrangement
Volunteer coordination includes Generally initial application and phone
applications, assessment, inductions contact processed within five business
and oversight days. Full process to end of induction
may take up to 8-12 weeks
SERVICE DELIVERY MODEL
Internally managed with external suppliers utilised where specialist expertise required and volunteers used extensively
to achieve project outcomes.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
TBA Queensland Department of Local
Government comparative data not
Page 33
Section 34
available.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Heritage Protection Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared to performance rating from the LGAQ
the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
Theme: Community Lifestyle Services
Function: Heritage Protection
NSC mean State mean
rating (2017) rating (2017)
3.64 3.47
Page 34
Section 35
Service Listing 1 of 3
Service Output DEVELOPMENT SERVICES
Provision of development information, assessment & compliance services.
Service Activity Development Assessment & Compliance
The activities include provision of information, assessment and decision
making related to development applications and planning scheme;
development audit and compliance; planning appeals and infrastructure
plan and charges.
Responsible Area Department Branch
Environment & Sustainable Development Assessment
Development
Cost Centres Development Assessment Management 1601
Development Assessment 1605
Operational Works 1606
Planning Administration & Compliance 1607
Key Statistics FY2016/17:
Applications 754
Approvals 659
Planning Certificates 141
Property Searches 405
Flood Searches 266
Written Advices 37
Complaints 226
Pre-lodgement Meetings 51
Legislative responsibility to Planning Act 2016
provide this service Planning Regulation 2017
Development Assessment Rules - under the Planning Act 2016, section 68(1)
ACTIVITY SERVICE LEVEL TARGET
Development assessment
[Activities include pre-application advice services, pre-lodgement meetings, making publicly available details of
applications for material change of use, reconfiguring a lot, assessment of public submissions, assessment of
applications against the Noosa Plan and relevant legislation and issue of decision notices and infrastructure charges]
Scheduled work Applications decided by Delegation Monthly
CEO Quarterly Report – Decision Time Monthly
Frames
Qld Treasury reports for: Quarterly
• Uncompleted Monitoring Program
for Preliminary Approvals
• Uncompleted Monitoring Program
for Reconfiguring a Lot Approvals
• Uncompleted Monitoring Program
for Reconfiguring a Lot Cert (Plan
Seal)
• Residential Infill Monitoring –
Material Change of Use
Reactive work Pre-application advice Varies from same day to 5 business
Page 35
Section 36
days
Pre-lodgement Available weekly
Determine application properly made 10 business days
- Issue of Action Notice; or
- Issue of Confirmation Notice
Response to Action Notice (from Within 5 business days after response
applicant within 20 business days) received
Information request (after Confirmation 10 business days
Notice issued)
Public Notification – publish application Within 20 business days
to website (after issue of Confirmation
Notice)
Assess and decide application (less up 35 business days
to 10 business days if Information (unless otherwise agreed by
Request has been issued) applicant)
Issue Decision Notice Within 5 business days
Notify each principal submitter Within 5 business days of decision
application not approved)
Notify each principal submitter
(application approved):
- Where Negotiated Decision Within 5 business days of decision
Notice requested
- Where no Negotiated Decision Within 5 business days after
Notice requested applicant’s appeal period ends (20
business day appeal period)
Request for Negotiated Decision Notice 20 business days (unless otherwise
agreed by applicant)
Referral Applications to Council 10 business days
Minor Change to Development Approval 20 business days
Issue Infrastructure Charges Notice Generally at the same time as the
Decision Notice or within 5 business
days of decision
Issue of Infrastructure Charges Notices Within 20 business days of receipt of
for Building Works Approvals privately certified building plans
Decision on request - superseded 30 business days
planning scheme application
Operational works
[Activities include assessment of Operational Works applications against the development approval for the site and
The Noosa Plan and issue of decision notice and inspection of development while under construction]
Scheduled work Qld Treasury reports for Uncompleted Quarterly
Monitoring Program for Op Works
Approvals
Reactive work Operational Works Applications are
same as above
Pre-Start Meetings Within 5 business days
Regular inspection of development sites Weekly or daily as required
under construction
On Maintenance Inspections Within 5 business days
Off Maintenance Inspections Within 5 business days
Plan Sealing 20 business days
Development compliance
[Review all development approvals for compliance with the conditions of approval and investigate and address
complaints re breaches of the Noosa Plan and/or development approval conditions
Scheduled work Inspections of Advertising Signage Ongoing
Reactive work Audits As required
Enquiries/complaints Within 5 business days (unless
otherwise identified as urgent)
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Section 37
Development Searches
[Undertake searches of Council records to provide information and specialist advice to prospective purchasers of
property]
Reactive work Full planning & development certificate 30 business days
Limited planning & development 5 business days
certificate
Standard planning & development 10 business days
certificate
Standard property search (includes 10 business days
rates & development info)
Flood search certificate (simple search) 10 business days
Advanced flood search certificate - on Varies depending on level of work
application required
Written Advice 10 business days
SERVICE DELIVERY MODEL
The service is undertaken in house, with specialist advice provided by external consultants in regard to traffic, acoustic
and urban design from time to time as required.
An external solicitor is also engaged for planning appeals and specialist planning legal advice.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
% applications processed within statutory timeframes 85% TBA
(FY2016/17)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Town planning Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of an optimum score of 5). Tracking Survey for Provincial areas
for:
Theme: Managing the Shire
Function: Town Planning
NSC mean State mean
rating (2017) rating (2017)
3.62 3.40
Page 37
Section 38
Service Listing 2 of 3
Service Output DEVELOPMENT SERVICES
Provision of development information, assessment & compliance
services.
Service Activity Building & Pool Compliance
The activities include provision of information, advice and assessment of
applications for referral agency building work, and building & swimming
pool compliance as well as maintaining records and undertaking
searches to provide information relating to property specific building
information.
Responsible Area Department Branch
Environment & Sustainable Building & Plumbing
Development
Cost Centres Management Building & Plumbing Serv 1620
Building & Pool Compliance 1608
Key Statistics FY2016/17
# Building Lodgements 2,198
# Applications 201
# Approvals 197
# Refusals 4
# Compliance Inspections 250
# Inspections (building/pools) 667
# Building Searches 1,622
Legislative responsibility to Building Act 1975
provide this service Building Regulation 2006
Queensland Development Code MP 1.2 (building)
Queensland Development Code MP 3.4 (swimming pools)
Planning Act 2016
Planning Regulation 2017
Development Assessment Rules - under the Planning Act 2016, section 68(1)
National Construction Code (building)
ACTIVITY SERVICE LEVEL TARGET
Building assessment & compliance
[Activities include provision of advice, review referral agency building applications on behalf of Council including
assessment requirements for design, siting and boundary set-backs, maintaining records in relation to private
certification building applications & approvals, as well as compliance matters for building work and swimming
pools.]
Scheduled work Swimming Pool, Spa safety and Ongoing (statutory)
educational programme
Statistical reporting – Qld Treasury Monthly
Statistical reporting – Australian Bureau Monthly
of Statistics
Reactive work Assessment of referral agency building 10 business days (statutory)
applications – assessment & decision
notice
Building and Development Dispute 20 Business days (statutory)
Resolution Committee (Tribunal)
Assessment of outstanding building As resources permit (ongoing)
Page 38
Section 39
approvals issued by Council (legacy
applications that have not been
finalised).
Note: Approx. 3,000 files outstanding
with an estimated 1,500 higher risk
applications being progressively
reviewed.
Swimming pools - inspections 5 business days (statutory)
swimming pool safety
Swimming pools – inspections pool 5 business days (statutory)
incidents
Swimming pool notifications (if Every 4 years (statutory)
certificate not in effect for 4 years and
pool on State Government register)
Swimming pool – disability exemptions 5 business days (statutory)
Swimming pool – disability exemptions 10 business days after exemption
notification to QBCC granted (statutory)
Swimming pool – applications for 40 business days (statutory)
impracticality exemption
Swimming pool – applications for 10 business days after approval
impracticality exemption notification to (statutory)
QBCC
Reactive work Enquiries 5 business days
Compliance issues 20 business days
Building searches
[Undertake searches of Council records and provide information to property owners, authorised tradespersons, and
prospective purchasers of property]
Reactive work Building information search (domestic, 10 business days
commercial, industrial)
Advanced building information search 10 business days
(all)
Document retrieval (building approval 10 business days
documents)
Certificate of classification 10 business days
Plan retrieval building search 10 business days
(domestic, commercial, industrial)
SERVICE DELIVERY MODEL
The service is delivered internally as a statutory requirement of local government.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
1
Average processing time for referral agency 8 business days. Queensland Department of Local
applications compared to statutory requirement of 10 Government comparative data not
business days. available.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Page 39
Section 40
Building & Pool Satisfaction Noosa community satisfaction Community satisfaction mean
compliance mean rating score compared to performance rating from the LGAQ
the State mean rating score 2017 Community Satisfaction
(out of an optimum score of 5). Tracking Survey for Provincial areas
for:
Theme: Managing the Shire
Function: Building Control
NSC mean State mean
rating (2017) rating (2017)
3.68 3.45
1
As at December 2017
Page 40
Section 41
Service Listing 3 of 3
Service Output DEVELOPMENT SERVICES
Provision of development information, assessment & compliance
services.
Service Activity Plumbing Services
The activities include provision of information, advice and assessment of
applications for compliance assessable plumbing work, undertaking
audits of notifiable plumbing works, on site-treatment plants and backflow
prevention devices as well as maintaining records and undertaking
searches to provide information relating to property specific plumbing
information for Council, State and Federal Agencies.
Responsible Area Department Branch
Environment & Sustainable Building and Plumbing Services
Development
Cost Centres Management Building & 1620
Plumbing Services 1609
Key Statistics FY2016/17:
# Applications 463
# Approvals 463
# Applications (non-sewered) 206
# Application site Inspections 3,262
# Compliance/complaint inspections 294
# QBCC site compliance inspections 155
# Form 4 Notifiable Works audits 233
# Waste water facilities service reports 7,670
# Registered backflow devices 6,045 notices
# Plumbing searches 1,147
Legislative responsibility to Plumbing & Drainage Act 2002
provide this service Plumbing & Drainage Regulation 2003
Plumbing Code of Australia
National Construction Code (plumbing)
Waste Water Code – 1547
Water and Safety Reliability Act 2008
Note: Legislative changes are due early 2018 which will reduce statutory
timelines from 20 days to 10 days. This listing is for current legislative
requirements.
ACTIVITY SERVICE LEVEL TARGET
Plumbing assessment & compliance
[Activities include providing advice, assessment and decision making relating to Compliance Assessable Plumbing
work and reporting]
Scheduled work Compliance reporting and inspections 20 business days
1
(plumbing) for QBCC
2
Audits of notifiable plumbing works Systematic inspection programme -
(Form 4) – statutory requirement to 10 business days (or as agreed with
audit 5% of these minor works. owner = letter drop system)
Audits of on-site sewerage treatment Systematic inspection programme -
plants (waste water) 10 business days (or as agreed with
owner = letter drop system)
Audits backflow prevention devices 5 days or as specified by audit
Page 41
Section 42
programme notice.
Approval connection reporting to Monthly
Unitywater (Distribution Retailer)
Reactive work Pre-application advice (pre-start No defined service level – generally
meeting) within 2 business days.
Compliance Assessable – applications 2 business days (statutory)
for domestic plumbing work with
sewerage connection
Compliance Assessable – applications 20 business days (statutory)
for domestic plumbing work with on-site
treatment facility
Compliance Assessable – applications 20 business days (statutory)
for commercial applications
Backflow prevention devices Annual
(registration & testing – issue of notice)
Waste Water Facilities 10 business days
(registration and testing)
Building and Development Dispute 20 days
Resolution Committee (Tribunal)
Issuing approval on behalf of Unitywater Monthly
for extension of sewer connections
Reactive work Enquiries 5 business days
Compliance issues 20 business days
Plumbing searches
[Undertake searches of Council records and provide information to property owners, authorised tradespersons, and
prospective purchasers of property]
Reactive work Backflow prevention device record 10 business days
search
Plumbing records search (domestic , 10 business days
commercial, industrial)
Advanced plumbing records search 10 business days
(domestic, commercial, industrial)
Plumbing plan retrieval (domestic, 10 business days
commercial, industrial)
Plumbing compliance certificate 10 business days
SERVICE DELIVERY MODEL
Service is delivered internally as a statutory requirement of local government.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
3
Average processing time for compliance 18 business days. Queensland Department of Local
assessable applications compared to Government comparative data not
statutory requirement of 20 days. available.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Page 42
Section 43
Plumbing Services Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of an optimum score of Tracking Survey for Provincial areas
5). for:
Theme: Managing the Shire
Function: Building Control
NSC mean State mean
rating (2017) rating (2017)
3.68 3.45
1
Queensland Building & Construction Commission
2
Audits can be done either by 1. Letter drop 2. Dated advice on access or 3. Systematic inspection program
3
As at December 2017
Page 43
Section 44
Service Listing 1 of 1
Service Output DISASTER MANAGEMENT
Provision of a co-ordinated multi-agency response in order to lessen the
impact of emergencies/disasters on the community and to meet Council’s
obligations under the Disaster Management Act 2003.
Service Activity Disaster Prevention, Preparedness, Response & Recovery
Activities, systems and strategies to ensure that there is the appropriate
coordination of resources to deal with all aspects of an emergency or
disaster event in order to lessen the impact on the community.
Responsible Area Department Branch
Infrastructure Services Director’s Office
Civil Operations
Community Services Community Development
Waste & Environmental Health
Executive Services Community Engagement
Cost Centres Disaster Management 1700
State Emergency Services 1701
Disaster Management (NDRRA) 2407
Emergency Operations 2007
Key Statistics N/A
Legislative responsibility to Disaster Management Act 2003
provide this service
ACTIVITY SERVICE LEVEL TARGET
Disaster Planning/Preparedness
[Activities include regularly reviewing the Local Disaster Plan, the Community Recovery Plan and associated Sub-
Plans and ensuring that the community and response agencies are prepared in the event of a disaster with
appropriate arrangements in place and exercised]
Scheduled work District Disaster Management Committee Meetings 4 times per year
Local Disaster Management Committee Meetings 4 times per year
Community Disaster Management Sub-Groups Mtgs Annual
Review Local Disaster Management Plan Annual
Review Local Disaster Management Plan Sub-Plans Annual
Review Disaster Recovery Plan Annual
IGEM assessment of Local Plan Annual
Co-ordination Centre training Ongoing
Design and prepare multi-agency training exercises Annual
Conduct multi-agency exercises Annual
Disaster management systems training Ongoing
Get Ready program of activities (community Annual
awareness)
Report to Council on disaster management Annual (November)
Emergency Operations Team (internal) Bi-monthly
Disaster Co-ordination
[Activities include establishment of co-ordination room, resourcing and roster management, provision of information to
the community etc.]
Reactive work District Disaster Management Group Meetings As determined by DDMG
Local Disaster Management Group Meetings As determined by LDMG
Disaster Co-ordination Centre operations As required
Field Coordination Centre operations As required
Communications As required
Page 44
Section 45
Disaster Response
[Activities include providing equipment and resources to respond to issues related to community assets to ensure
community safety and protection of property]
Reactive work Field resources responding to issues related to As required
community assets (road flooding; trees down, block
drains; support for fire management etc.)
Disaster Recovery
[Activities may include convening the Disaster Recovery Group, conducting needs analysis, operational and action
planning, capturing details of Council asset damage and estimates of costs, dealing with public health and bulk waste
disposal requirements, submitting a claim for financial assistance from other levels of government etc.]
Reactive work Convene Disaster Recovery Group As required
Co-ordinate / implement actions for recovery As required
Capture details of asset damage, estimated costs to As required
rectify
NDRRA application for funding As required
NDRRA acquittal As required
SERVICE DELIVERY MODEL
This is an internally managed and delivered service with close liaison with multiple agencies.
KEY SERVICE METRICS
1
Measure Metric Benchmark Comparison
Annual assessment of the Local Disaster Management TBA All Qld LGAs
Plan against the Emergency Management Assurance
Framework.
Score = or > Well Placed (6-8 stars)
Capacity to respond to disaster events is maintained so TBA Cat. 3 Qld local governments
that Residual Risks identified in Local Disaster
Management Plan do not increase.
Events exceeding capacity are limited to those identified
in the Plan (Page 46).
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Disaster Management Disaster TBA - Qld Disaster Resilience Score from Qld Strategy for Disaster
Resilience Indicators are currently under Resilience to measure progress in
development by the State. developing increased levels of
disaster resilience.
Disaster Management Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
NSC mean State mean
rating (2017) rating (2017) Theme: Managing the Shire
3.90 Function not Function: Disaster Management
included in
State tracking
1
Service metrics are under development at State level – may not be available until late 2018.
Page 45
Section 46
Service Listing 1 of 1
Service Output ECONOMIC DEVELOPMENT
Programs and initiatives to build capacity and provide support to assist
with the growth and diversification of the local economy.
Service Activity Economic Development
The activities include provision of advice and information, building
relationships, business support and development and implementation of
actions from the Local Economic Plan with specific attention to the sectors
of digital economy, education, health & wellness, rural enterprise, creative
and environmental industries, tourism, and professional services.
Responsible Area Department Branch
Environment & Sustainable Development Economic Development
Cost Centres Economic Development & Industry Asst. 1610
Tourism (Tourism & Economic 1613
Development levy)
Noosa Junction Levy 1614
Key Statistics #Key stakeholders supported (e.g. 12
Tourism Noosa & business associations
and allied groups)
Number of contacts/concierge enquiries 20 per month (average)
#Business Events supported 4 per annum
#Attendees at business events 300 average
Legislative responsibility to None.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Strategy & service delivery
[Includes implementation of the Local Economic Action Plan, curating and managing the use of the Peregian Beach
Digital Hub, providing a concierge service for business enquiries to Council, business support and development,
developing and maintaining stakeholder relations and participation in key regional land use planning activities and
economic futures scenarios]
Scheduled activities Implementation of Local Economic Action Ongoing
Plan (funded through Tourism &
Economic Levy)
Note: Plan includes ongoing activities as
well as special projects.
Digital Hub - business incubator space Ongoing
(leasing, mentoring and support)
Reactive activities Business enquiries (concierge / co- Generally same business day.
ordination of enquiries to Council).
Connect business/industry with planning As required
scheme input.
Participation in various land use forums As required
incl. Noosa Plan Review; Shire Business
Centre and other precincts.
Input to internal working groups As required
Page 46
Section 47
(transport, Noosa Plan Review, etc.)
Stakeholder relations Ongoing
Capacity building & leadership
[Includes conduct of events & programs to build business capacity including an economic grants program as well as
curating the use of the Peregian Beach Digital Hub]
Scheduled work Economic Grants Program ((funded Annual
through Tourism & Economic Levy))
Note: after formal round has been
evaluated and determined, ad hoc
applications considered throughout the
year if available budget not expended.
Events e.g. Noosa Connects Digital; Annual
Noosa Connects Jobs; Innovation Local
Master Class etc.
Innovation – Regional (Meetings) Monthy (generally)
Reactive work Business group support (e.g. Innovate As required
Noosa, Create Noosa etc.) - ex officio
member/support role
Communications & Information
[Compiling and providing key economic data and other information to facilitate business development and investment]
Scheduled work Business Assistance Guide Quarterly
Noosa Economic Profile Annually
Business & Industry profiles (e.g. Good Annually
for Business, a Taste for Noosa, Cracking
the Code). Review and update statistics.
Reactive work Media releases As required
Tourism support
[Includes collection of revenue for benefit area properties to fund tourism and economic development initiatives, as
well as development and management of a funding agreement and relationship management with Tourism Noosa]
Scheduled activities Tourism Noosa - Funding Deed 3 years
arrangements (July 2017 to 30 June 2020
with 2 year option)
Tourism Noosa - Business Plan & Annual (by 15 March each year)
Reporting
Participation in Tourism Noosa working Bi-monthly
group - Industry Development &
Sustainability Committee
Noosa Junction business support
[Includes collection of revenue for benefit area properties to fund projects and initiatives identified in the Noosa
Junction Commercial and Economic Planning Strategy, providing support & advice as well as relationship
management]
Scheduled work Funding agreement Annual
Business Plan (projects & initiatives) Annual
Progress monitoring (meeting with Quarterly
Council officer)
Payments Twice yearly
Page 47
Section 48
Acquittal of funds Annual (2 months after end of FY)
SERVICE DELIVERY MODEL
The service is delivered internally with support from external consultants/suppliers as required.
1
KEY SERVICE METRICS
Measure Target Noosa Metric Qld Metric Description
Growth in GRP (%) Above the Qld 4.4% 3.6% % change 2014-15 to 2015-16
average
Growth in GRP (M$) Above the Qld $2,187.31 $2,241.20 Per capita $ change 2014-15 to
average 2015-16
Growth in GRP compared GRP growth 3.4% 2.2% Difference for 2016
to population growth exceeds
population
growth
Unemployment rate Lower than 4.7% 6.3% Average of last 4 quarters
State average (FY2016-17)
Household income Higher than $1,191 $1,392 Household income 2016,
State average $/week
Average income growth Higher than 4.6% 2.6% Average annual household
State average income 2016 growth
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Economic Satisfaction Noosa community Community satisfaction mean
Development satisfaction mean rating performance rating from the LGAQ
score compared to the State 2017 Community Satisfaction
mean rating score (out of Tracking Survey for Provincial areas
optimum rating of 5). for:
NSC mean State mean
rating (2017) rating (2017) Theme: Managing the Shire
Function: Economic development &
3.20 3.01 local employment
1
Source – Noosa Economic Profile July 2017 (prepared by Lucid Economics)
Page 48
Section 49
Service Listing 1 of 1
Service Output ELECTED COUNCIL
Representing the interests of the community of the Noosa Shire local
government area and decision making with a focus on policy direction and
delivery of services in the public interest.
Service Activity Elected Council Operations
The activities include quadrennial elections, conduct of Council meetings
and compliance with statutory obligations such as register of interests
together with administrative support to the Mayor and Councillors.
Responsible Area Department Branch
Office of the CEO Not applicable
Cost Centres Elected Members 2702
Mayor & Councillor Support 2701
Key Statistics Elected Members 7 including Mayor
Meetings per annum (Committee & 46
Ordinary meetings)
Legislative responsibility to Local Government Act 2009
provide this service
ACTIVITY SERVICE LEVEL TARGET
Elections
[Liaison with appointed electoral officer and payments to Queensland Electoral Commission for conduct of
quadrennial local government election and provision of information to candidates regarding electoral signage and
other matters]
Scheduled activities Local government elections Quadrennial (every 4 years).
Reactive work Provision of information to candidates No defined service level but response
generally provided within 5 business
days.
Meetings
[Notices of meetings, conduct of meetings including co-ordination, distribution and public posting of meeting agendas
and meeting minutes]
Scheduled activities Notice of Meetings (public advertising) Annually and as required for Special
Meetings or if any venue or other
Note: Meeting calendar is also provided changes.
on Council’s website.
Council meetings Monthly for each Committee &
Ordinary Meeting (January has
Note: Comprises 3 Committee meetings reduced cycle).
and 1 Ordinary Meeting (decision
making meeting)
Special Meetings for budget adoption 2 per year
Reactive activities Special Meetings for specific purposes As required
Councillor Support & Registers
[Administrative support for Mayor and to lesser extent Councillors and maintaining registers of interest for elected
members and posting to website]
Scheduled activities Completion and submission of Form 2 – Within 30 days of commencement of
Register of Interests of a Councillor and duties or any change of
their Related Persons (statutory circumstances (Councillor obligation)
obligation)
Posting of Form 2 to website Generally same or next business day
Page 49
Section 50
on receipt of completed form.
Administrative support (Mayor) Daily
Elected remuneration / reimbursements Fortnightly remuneration +
reimbursements for
expenses/conferences as required
(generally same or next business day
on receipt of completed form)
Councillor induction program Every 4 years + periodical updating
via training sessions
Reactive activities General administrative support to As required (limited)
Councillors
Councillor training Ongoing (as required)
SERVICE DELIVERY MODEL
This service is provided internally other than for elections which are conducted by the Queensland Electoral
Commission on a fee basis.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost per rateable property to provide elected member $30.34 per Benchmark with other Cat 3 local
representation and support rateable property governments though they may have
(FY 2016/17 Actuals $910,234 / 30,000 rateable same number of elected members
properties) there is likely to be varying levels of
support etc.
Cost per head of population to provide elected member $17.36 per head See above.
representation and support of population
(FY 2016/17 Actuals $910,234 / 2016 census count
52,419)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Elected Members Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
NSC mean State mean
rating (2017) rating (2017) Theme: Qualities of Council
Function: Elected Council
3.75 3.39
Page 50
Section 51
Service Listing 1 of 2
Service Output FINANCIAL SERVICES
Provision of financial management, statutory financial compliance and
reporting, budgeting and creditor payment services.
Service Activity Financial Services
The activities include provision of financial accounting, treasury and
investment services, management accounting, capital project financial
management and asset accounting, and accounts payable services.
Responsible Area Department Branch
Corporate Services Financial Services
Revenue
Cost Centres Management Finance & Accounting 1301
Services
Financial Planning & Business Analysis 1302
Financial Accounting 1303
Management & Systems Accounting 1304
Account Payments 1305
Treasury 1306
Grants Funding 1307
Accounting & Other Clearing 1308
Key Statistics # ledger transactions 305,700 transactions
Council labour, materials and services $72,295,000
expenditure
Annual Council capital expenditure $28,500,000
Value of non-current assets $913.151,000
Legislative responsibility to The Local Government Act 2009
provide this service Local Government Regulation 2012
Australian Accounting Standards (AASBs)
ACTIVITY SERVICE LEVEL TARGET
Financial Accounting
[Activities involve all statutory and risk management aspects of financial performance including monthly
performance reporting, financial sustainability analysis, statutory reporting and audit processes, monitoring of
financial system controls and adherence to accounting standards and other regulatory guidelines]
Cyclic activities Financial performance reporting to Monthly
Council
Develop and maintain Long Term 4 times per year
Financial Forecast June, August, November, April
(in association with budget
development and reviews)
Monitor financial performance indicator 5 times per year
and sustainability ratio performance to June, August, November,
ensure compliance with statutory December, April
targets
(in association with budget
development and reviews, financial
statements)
Review cost recovery levels for fees & Annual
charges
(in association with budget
development)
Page 51
Section 52
Develop, report & publish Council’s Annual
Financial Statements
Facilitate the Queensland Audit Office Annual
audit of Council’s financial performance
National Competition Policy compliance Annual
for business activities
Monitor and ensure Council statutory Ongoing
compliance with accounting standards
and relevant legislation.
Monitor and review performance of the Ongoing
corporate financial system to ensure
integrity and controls are maintained as
well as optimal usage is achieved.
Monitor and review reporting suite and Ongoing
General Ledger structure to ensure
effective organisational budget
management
Participation in improving Council’s Quarterly
governance and risk management
through membership of the Audit and
Risk Committee and supporting Audit
and Risk Working Group
Preparation of balance sheet Monthly
reconciliations and supporting work
papers
Reactive activities Provide financial analysis to support Ongoing (as required)
new budget initiatives and ongoing
service reviews
Implementation of actions for Ad hoc (as required)
improvement resulting from internal or
external audit recommendations
Review proposed changes to Ad hoc (as required)
accounting standards and their
implication on Council’s financial
performance and reporting
Treasury and Investment Management
[Includes managing Council’s daily cash flow, investment of funds, management of loans, credit cards and other
banking matters]
Cyclical activities Investment of surplus cash funds in Ongoing
accordance with Council’s Investment
Policy
Cash management to ensure sufficient Ongoing
daily working capital to meet Council’s
cash flow requirements
Management of new and existing loan Annual
borrowings in accordance with
Council’s Debt Policy
Reconciliation of cash balances in Monthly
accordance with audit requirements
Corporate purchase card system Weekly
management
Reactive activities Resolve any banking transactional As required
discrepancies
Requests for new purchase cards and As required
changes to card limits within the bounds
of Council’s delegation limits
Page 52
Section 53
Management Accounting
[Includes development of Council’s budget, monitoring and analysis of performance against budget, cost control,
monthly internal reporting to managers and other stakeholders, management of grants revenue funding]
Cyclic activities Undertake the annual budget Annual (over 4 month period)
development process. This includes
development of guidelines, support and
guidance for managers, critical analysis
of submissions, report development and
presentation to Council
Undertake the periodic budget review 3 times per year
process for: August, November, April
BR1 (Carry overs)
BR 2 & BR 3 (Emerging issues)
Month end review, including Monthly
investigation of key issues, analysis of
variance, corrective journals and
standing month end journals, liaison the
managers and other key staff.
Financial review and signoff of grant As required by provider (ranges from
acquittals quarterly to annual reporting)
Grants register review & updates Monthly
Reporting – Operating performance Monthly
(internal purposes)
Reporting – Grant revenue Monthly
(internal purposes)
Reporting – Restricted funds/levies Ranges from monthly to annual
(internal and externa) (case specific)
Reporting – ABS Construction Survey Quarterly
(external)
Support & review meetings with Monthly
Managers (building officer financial
capacity)
Monitor and manage projects linked to Ongoing
financial & asset work order system
Systems accounting to manage the Ongoing
internal controls and user access to
systems and processes
Reactive work Corrective journals Daily
Reporting/enquiries (branch specific) Ad hoc
Staff training in use of T1 financial Ad hoc
systems
Capital Project Financial Management and Asset Accounting
[Activities involve all financial and processing aspects of the asset lifecycle including project initiation, funding, cost
control during construction, capitalisation, life assessment, depreciation and renewal / disposal at end of life]
Cyclic activities Cost control and variance analysis to Monthly
budget for all current capital works
projects
Provide strategic financial guidance to Monthly
Council on capital project matters
through participation at Project
Control Group and the Capital Works
Executive
Promote adherence to the QTC Ongoing
Project Assessment Framework for
financial delivery of capital projects
Reporting – Capital (internal Fortnightly
purposes)
Annual financial revaluation of non- Annual
current assets – rolling program of
selected classes each year to ensure
each class is revalued between every
3-5 years
Page 53
Section 54
Review the useful lives applied to Annual
Council’s assets to ensure they are
reflective of best practice, industry
trends and local usage and condition
Annual review of impairment to any Annual
asset or class due to factors impacting
its service level, life or capacity
Recognition of depreciation and Monthly
amortisation charges
Write-on of all new council assets Ongoing
either donated via developer
contributions and constructed as part
of the capital works program
Reactive work Financial disposal of any asset that As required
has been sold or scrapped
Improvements to asset recognition As required
processes and systems
Reconciliation of Council’s list of As required
assets between financial systems and
other corporate records including
insurance registers, asset
management systems and GIS
Provide advice to Council staff on the As required
capital nature of projects and lifecycle
cost implications to ensure value for
money is delivered
Provide financial input to Asset As required
Management Plans to ensure
alignment with current asset
accounting practice and the Long
Term Financial Model
Accounts Payable
[Key activities include processing and payment of creditor invoices, customer support and management of vendor
accounts details]
Cyclic activities Processing and matching of all Daily
creditor invoices ready for payment
Processing of petty cash Monthly
reimbursement
Weekly payment run for all creditor Weekly
payments due
Reactive activities Processing of new creditor As required
arrangements
Payment of staff claims for As required
reimbursement of expenses
Changes to vendor detail requests As required
Monitoring for suspicious or fraudulent Ongoing
activity
Support and advice to customers Ongoing
(internally and externally)
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SERVICE DELIVERY MODEL
Service provided internally through permanent staff resources.
Services of external consultants, software providers and banking institutions engaged to support the delivery of
activities.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Financial sustainability ratios: 2016/17 Target Target based on statutory targets.
- Operating surplus 9.2% 0%-10% Comparative data for 2016-17 not yet
- Net financial liabilities (11.6%) < 60% released.
- Asset sustainability (not audited) 90.6% >90%
- Asset sustainability (audited) 82% >90%
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Financial Services Satisfaction Noosa community Community satisfaction mean
satisfaction mean rating performance rating from the LGAQ
score compared to the State 2017 Community Satisfaction
mean rating score. Tracking Survey for Provincial areas
for:
NSC mean State mean
rating (2017) rating (2017) Theme: Managing the Shire
Function: Financial Management
3.74 3.25
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Service Listing 2 of 2
Service Output FINANCIAL & REVENUE SERVICES
Provision of services to collect revenue and provide property information to
prospective purchasers.
Service Activity Revenue Services
The activities include management of property data, provision of general
property search information, billing for rates & charges, debt recovery,
pensioner discounts, and State levies collection, together with account
billing and receipting to financials for agencies and remote sites.
Responsible Area Department Branch
Corporate Services Financial Services
Revenue Services
Cost Centres Revenue 1309
Accounts Receivable 1310
Key Statistics # Rateable Properties 30,000 (approx.)
# Rate notices issued 31,500 (approx. includes other than
general rates & charges)
Legislative responsibility to Local Government Act 2009
provide this service
ACTIVITY SERVICE LEVEL TARGET
Property records management
[Activities include property data management, property search co-ordination, rating and billing activities]
Scheduled work Load & reconcile new and amended Fortnightly
property valuations (received from
State)
Load & reconcile revaluations Annually (or when provided by State)
Reactive work Property record creation (new plans) 5 business days
and associated administrative actions
Change of ownership (including 1 business day
associated administrative actions)
Property Rates & Charges
[Activities include modelling & analysis of information for budget development, managing pensioner concessions,
issue of rates notices, adjustments and handling customer enquiries/complaints]
Scheduled work Budget modelling/analysis for rating Annual
Billing Six monthly
Pensioner concession verifications Six monthly
(Centrelink)
Pensioner State rebate notifications 4 returns per annum (2 at billing and 2
for adjustments)
State Emergency Service levy 5 returns per annum
Issue of Reminder notices Six monthly
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Reactive work Pensioner rebate applications & Weekly
reversals
Adjustments, including waste Adjustments done daily – aim is to
adjustments. ensure that all properties are rated
correctly and in accordance with the
Revenue Statement.
Processing of direct debit applications Same business day
Customer enquiries/complaints 5 business days
Property searches
[Activities include undertaking interrogation of Council databases and compiling requested information, handling
related enquiries, and administration of across organisation property search database for close out/finalisation of
records]
Reactive work Property Enquiry 5 business days
Rates Search 5 business days
Standard Property Search 10 business days
Property search enquiries/queries 5 business days
Receipting
[Receipting and reconciliation of payments made through agencies or at Council remote sites – excludes over the
counter transactions at Tewantin Admin Building.]
Scheduled work Agency receipting (B-Pay; AustPost) – Daily
file download and reconciliation
Remote sites (The J; NAC etc.) – Daily
receipting to financial system
Accounts receivable & debt recovery
[Activities include invoicing, issuing of monthly statements
Scheduled work Rates & charges debts Six monthly review
Landfill charges (account customers) Fortnightly
Reactive work Invoicing lease fees Monthly
(commercial/community)
On charging (water & sewer charges) Monthly
Waste (extra services/casual As required – once data received
arrangements) usually invoiced within one business
day.
Other ad hoc invoicing requests As required – usually invoiced within
one business day.
SERVICE DELIVERY MODEL
Service provided internally with as required external services for debt recovery.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Rate arrears ratio <5% at end of FY 2016-17 5.83% Comparative data not yet
released for 2016-17 FY (latest
is 2015-16)
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PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Revenue Services Quality All rates are levied in No issues identified during the audit
accordance with the Revenue process
Statement
Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
NSC mean State mean Theme: Managing the Shire
rating (2017) rating (2017) Function: Revenue Raising
3.65 3.14
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Section 59
Service Listing 1 of 2
Service Output HOLIDAY PARKS & RV STOPOVER
Provision and operation of holiday parks including caravan parks,
campgrounds and RV Stopover
Service Activity Holiday Parks Contract Management & Administration
The activities include advertising for public tenders, tender evaluation &
award, contract management & administration, asset management and
dealing with customer complaints.
Responsible Area Department Branch
Corporate Services Property
Cost Centres Management Property & Facilities 1500
Boreen Point Campground 1503
Noosa River Holiday Park 1504
North Shore Beachfront Campground 1505
Key Statistics Location Capacity Occupancy Rate FY2016/17
Boreen Point 98 sites (limit 340 person) 37.5%
Noosa River 137 sites 90.26%
North Shore 250 persons (no site 44.3%
1
controls in place)
Legislative responsibility to Land Act 1994
provide this service State Caravan Park/Campground Planning Policy PUX901/102
ACTIVITY SERVICE LEVEL TARGET
Contract management & administration
[The activities include advertising for public tenders, tender evaluation & award, contract management &
administration, and dealing with customer complaints]
Availability (delete if not relevant) The service operates 365 days per year.
Cyclic Inspections Contractor (WHS & maintenance Weekly
issues) Twice-yearly
Contractor (full site compliance check) Annual
Council (WHS)
Scheduled Work Tender recall, evaluation and contract
award:
Boreen Point - 3 year term expires 6-4-
2017 (with 2 x 1 year option to extend) Every 3 to 5 years (fresh tenders
Noosa River – 3 year term expires 31- invited)
May-20 (with 1 x 1 year option to
extend)
North Shore Campground - expired-
currently under interim management
arrangements until upgrade completed.
Financial audit (spot check – additional Annual
to formal audit process)
2
Contract management meetings Monthly
Operations
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[Dealing with maintenance requests from site managers and other issues such as booking software, web content
maintenance, marketing and customer complaints]
3
Reactive work Dealing with maintenance requests No defined service level (see note).
Customer complaints No defined service level – generally
dealt with in 10 business days
depending on complexity.
SERVICE DELIVERY MODEL
Can insert text or a table
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Return per rateable property/per annum Return of $33.53 Queensland Department of Local
per rateable Government comparative data not
(FY2016/17 Operating Surplus $1,006,110/30,000 property available.
rateable properties)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Holiday Parks Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
NSC mean State mean
rating (2017) rating (2017) Theme: Managing the Shire
Function: Development of Tourism
3.8 3.39 (includes caravan parks)
1
This site is subject to a Material Change of Use approval. Once the upgrade is complete site numbers will be limited
to 200.
2
Currently only applies to Noosa River Holiday Park (yet to be rolled out to other sites).
3
.Work is prioritised having regard to available budget. All management contracts require the contractor to provide
consumables (toilet paper, cleaning products, own office needs etc.). Noosa River Caravan Park contract requires
site manager to undertake minor maintenance activities.
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Section 61
Service Listing 2 of 2
Service Output HOLIDAY PARKS & RV STOPOVER
Provision and operation of holiday parks including caravan parks,
campgrounds and RV Stopover
Service Activity Cooroy RV Stopover Contract Management & Administration
The activities include advertising for public tenders, tender evaluation &
award, contract management & administration, site maintenance and
dealing with customer complaints.
Responsible Area Department Branch
Corporate Services Property
Cost Centres Management Property & Facilities 1500
Cooroy RV Stopover 1518
Key Statistics Location Capacity Occupancy Rate
Cooroy RV Stopover Approved for up to 40 self- 11% (FY2016/17)
contained vehicles
Legislative responsibility to None.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Contract management & administration
[The activities include advertising for public tenders, tender evaluation & award, contract management &
administration, and dealing with customer complaints]
Availability (delete if not relevant) The service operates 365 days per year, other than during inclement weather
conditions and for up to 10 days per annum for scheduled community events.
Scheduled Work Tender recall, evaluation and contract
award:
Currently on month by month – new Every 1 to 3 years
contract being offered on 1 year + 2 x 1
year options
Financial audit (spot check – additional Annual
to formal audit process)
Contract management meetings Monthly
Operations
[Dealing with maintenance requests from site managers and other issues such as booking software, web content
mowing and other ground maintenance,refuse collection, dump point operations; marketing and customer complaints]
Scheduled work Site mowing (included in general Up to 18 cuts per annum (seasonal)
mowing contracts – Category 2)
Site refuse collection Twice weekly
Reactive work Dealing with maintenance requests No defined service level (see note).
(may relate to grounds after heavy rain;
refuse bins or dump point)
Customer complaints No defined service level – generally
dealt with in 10 business days
depending on complexity.
SERVICE DELIVERY MODEL
Can insert text or a table
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KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Return per rateable property/per annum -$0.74 per Queensland Department of Local
(FY2016-17 Operating Result -$22,152 / 30,000 rateable property Government comparative data not
rateable properties) available.
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Cooroy RV Stopover Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
NSC mean State mean
rating (2017) rating (2017) Theme: Managing the Shire
Function: Development of Tourism
3.8 3.39 (includes caravan parks)
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Section 63
Service Listing 1 of 4
Service Output LAND & HABITAT CONSERVATION
Conservation and maintenance of land for the purposes of protecting
ecosystems and enhancing local biodiversity.
Service Activity Bushland Reserve Management
Activities include regular inspections, routine and reactive maintenance
and ecological restoration works.
Responsible Area Department Branch
Environment & Sustainable Environmental Services
Development
Cost Centres Environmental Services 2300
Bushland Reserves 2400
1
Environment Levy 2405
Key Statistics # Bushland Reserves 178
Area Bushland Reserves [various 3,148 ha (approx.)
tenures]
Legislative responsibility to Land Act 1994 (Reserves)
provide this service Nature Conservation Act 1992 (Nature Refuges)
Environment Protection and Biodiversity Conservation Act
Land Protection (Pest and Stock Route Management) Act 2002
Fire and Rescue Service Act 1990
ACTIVITY SERVICE LEVEL TARGET
This service currently has limited Council approved service levels with staff largely reliant on hybrid arrangements put
in place since formation of the new Noosa Council (i.e. mix of amalgamated Council and newly revised service levels).
A Strategic Plan is being developed and will be presented to Council for consideration. It is envisaged that the
Strategic Plan will be underpinned by existing and proposed locality based Bushland Management Plans and where
required, Ecological Restoration Plans.
Planning & support
[Development, review and monitoring of implementation of bushland reserve fire management plans]
Scheduled activities Bushland Reserve Fire Management Reviewed annually.
Plan
Technical oversight – bushland fire Monthly
management (meetings with Bushland
Maintenance team)
Maintenance
[Cyclic inspection and routine maintenance related to hard infrastructure such as trail surfacing & drainage, fencing,
gates, signs, fire trails, shelters, tanks, water troughs etc.]
Cyclic Inspections Bushland Reserves [various tenures] Annual
Scheduled Work Work is generally identified from inspections as well as site specific requirements
where a Bushland Management Plan is in place.
Reactive work [customer Natural areas maintenance 10 days
2
requests]
Operations
[Implementation of Ecological Restoration Plans, as required bush regeneration work, weed control; fire fuel zone
reduction, slashing of fire trails, prescribed burns, clearing of debris etc.]
Cyclic Inspections Done at same time as maintenance inspection above.
Scheduled Work Work is generally identified from inspections as well as site specific requirements
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where a Bushland Management Plan / Ecological Restoration Plan in place.
Routine scheduled works include:
Fire trail slashing program (36 reserves)
Reserve Name Frequency Program
(up to)
AW Dan Park 4 times per year Fire
Booyong Drive Bushland Reserve 4 times per year Preventative
Caribbean Bushland Reserve 2 times per year Fire
Coconut Grove Natural Amenity 2 times per year Fire
Reserve
Cooroibah Conservation Park 3 times per year Fire
Cooroora Creek Bushland Reserve 4 times per year Fire
Cudgerie Common Bushland Reserve 4 times per year Preventative
Dianella Court Drainage Reserve 4 times per year Preventative
Driftwood Bushland Reserve 4 times per year Fire
Edington Drive Environmental Reserve 4 times per year Fire
Eenie Creek Bushland Reserve 4 times per year Fire
Factory Street Bushland Reserve 1 time per year Preventative
Fellowship Drive Bushland Reserve 3 times per year Fire
Figtree Natural Amenity Reserve 4 times per year Preventative
Flooded Gum Bushland Reserve 3 times per year Preventative
Girraween Nature Refuge 4 times per year Fire
Harlow Bushland Reserve 4 times per year Fire
Heathland Bushland Reserve 3 times per year Fire
Kin Kin Arboretum Park 14 times per year Preventative
Kin Kin Creek Environmental Reserve 4 times per year Preventative
King Street Cooran 4 times per year Preventative
Lake Cootharaba Bushland Reserve 1 time per year Preventative
Lake Doonella Bushland Reserve 4 times per year Fire
Lakeside Bushland Reserve 2 times per year Fire
Lowry Bushland Reserve 4 times per year Fire
Noosa Northrise Bushland Reserve 4 times per year Fire
Orient Bushland Reserve North 4 times per year Preventative
Pinaroo Park Bushland Reserve 4 times per year Fire
Satinay Bushland Reserve 4 times per year Fire
Sundial Park Bushland Reserve 4 times per year Preventative
Symplocos Environmental Reserve 1 time per year Fire
Tinbeerwah Bushland Reserve 3 times per year Fire
Warratah Close Bushland Reserve 4 times per year Preventative
Wallace Bushland Reserve 4 times per year Fire
Weyba Creek Bushland Reserve North 4 times per year Fire
Weyba Nature Refuge 2 times per year Fire
Weyba Nature Refuge (Tidswell Rd) 4 times per year Fire
Fire management activities – 2017/18 scheduled to perform two
prescribed burns prescribed burning activities.
Noosa Bushland Reserve Fire
Management Plan 2015 identified 30
Reserves over 10ha in size for specific
fire management activities (currently
under review). Historic individual
reserve Fire Management plans assist
with recommended prescribed burning
regimes.
3
Reactive work [customer Issue Target days for completion
requests] Trees (trimming) 20 business days
Trees (removal) 30 business days
Weeds 20 business days
SERVICE DELIVERY MODEL
Internally managed and delivered with external services provided by contractors [e.g. bushland re-generation work
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predominately by contractors].
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost per ha/per annum for bushland reserve $406.60 per ha Queensland Department of Local
maintenance & operations Government comparative data not
available.
(FY2016/17 actuals $1,280M / 3148 ha)
Cost per rateable property for bushland reserve $40 per rateable Queensland Department of Local
maintenance & operations property Government comparative data not
available.
(FY FY2016/17 actuals $1,280M / 30,000 rateable
properties)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Bushland Reserve Satisfaction Noosa community satisfaction Community satisfaction mean
management mean rating score compared to performance rating from the LGAQ
the State mean rating score (out 2017 Community Satisfaction Tracking
of optimum rating of 5). Survey for Provincial areas for:
NSC mean State mean Theme: Community Lifestyle Services
rating (2017) rating (2017) Function: Environment Protection &
Conservation
3.75 3.30
1
Operational works for levy funded acquisitions commenced 2017 for Franz and John’s Campground acquisitions.
2
Reactive maintenance requests are assessed as to warrant for work and available budget – emergencies responded
to same day.
3
Subject to prioritisation and budget availability – emergencies are responded to same day.
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Section 66
Service Listing 2 of 4
Service Output LAND & HABITAT CONSERVATION
Conservation and maintenance of land for the purposes of protecting
ecosystems and enhancing local biodiversity.
Service Activity Environmental Partnership Programs
The activities include co-ordination and overseeing of the community
Bushland Care volunteer program, Land for Wildlife program and Council’s
Voluntary Conservation Agreement program inclusive of environmental
education and engagement through media, training, events and activities.
Responsible Area Department Branch
Environment & Sustainable Development Environmental Services
Cost Centres Environmental Partnership Programs 2403
Environment Levy (VCA’s) 2405
Key Statistics # Bushland Care Groups 15 Groups with approximately 150
registered volunteers and 75 casual
volunteers attending 300+ working
bees annually.
# Land for Wildlife Properties Total of 296 participants
1863.35 ha of retained habitat area
and 572.96ha of habitat under
restoration
# Voluntary Conservation Agreements Total of 19 agreements
371.14 ha
Legislative responsibility to None.
provide this service
ACTIVITY SERVICE LEVEL TARGET
Program – Community Bushland Care
[Planning, logistical arrangements and supervision of regular working bees by volunteer community bushland care
groups undertaking weeding and planting in bushland reserves to reduce the impact of weeds and loss of natural
vegetation. Provision of ecological training, first aid and WHS training, cultural awareness days, National Tree Day
event and annual Christmas celebration.]
Scheduled Work Staff attend working bees based on agreed service levels and available
resources, with an average of 4visits per year as per Community Bushland Care
Guidelines.
A variable roster is in place for Community Bushland Care program as follows:
Bushland Care Group Name Weekdays Weekend Frequency
Boreen Point 7:30 am -9:30 am Weekly
Cooroora Creek 8 am-10:30 am Monthly
Cranks Creek 8:00 am-10:30 am Monthly
Heritage Park 8 am-10:30 am Monthly
Sunrise Beach 8 am-10:30 am Monthly
Kin Kin 8am-10:30 am Monthly
Marcus Beach 8 am-10:30 am Monthly
Noosa Bushland, Beach & Creek 7:30-10 am 7:30-10 am (summer) Weekly (during week) and
st
Care (summer) 8 am – 10:30 am 1 Sunday of month on
8 am – 10:30 am (winter) weekend
(winter)
North Peregian Beach 8 am-10:30 am Monthly
North Tewantin 8 am-10:30 am Twice monthly
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Peregian Creek 8 am-10:30 am Twice monthly
South Peregian 8 am-10:30 am Weekly
Wallace Park 8am – 10.30am Monthly
Weyba Creek 8 am-10:30 am Twice monthly
Girraween 7:30-10 am Monthly
(summer)
8 am – 10:30 am
(winter)
Reactive work Issue Target days for completion
New volunteer enquiries regarding program No defined service level –
generally respond within 5
business days.
Operational requests from volunteers e.g. for As above
plants, brush-cutting, chain-sawing, spraying,
tools, waste removal and other materials and
support required to undertake bushland
restoration works.
Provision of support and technical advice for As above
grant applications,
Program - Land for Wildlife
[Activities include managing enquiries and administering applications to join the program and providing onsite land
management advice to participating landholders etc.]
Scheduled work/activities Newsletter distribution Quarterly
Steering Committee Meetings Quarterly
Reactive work Issue Target days for completion
Property revisits to existing participants as No defined service level –
requested generally respond within 5
business days.
New enquiries regarding program & requests No defined service level –
from LFW participants. generally respond within 5
business days. i
Undertake on-site property assessments and No defined service level –
property reports for new members generally respond within 5
business days.
Property re-visits (existing participants) Ad hoc (as required)
Management and updating of Enquire database Ad hoc (as required)
Program – Voluntary Conservation Agreements
[Activities include managing enquiries, evaluation of applications, developing and managing agreements as well as
relationship management with landholders ]
Cyclic inspections/visits Provision of advice on land management Annual (minimum)
techniques, arrange contractor quotes and a
follow-up inspection of works carried out.
Scheduled work/activities Administration of individual arrangements (e.g. Six monthly
authorisation of rate rebates and contractor
works)
Reactive work Issue Target days for completion
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New enquiries regarding VCA program No defined service level –
generally respond within 5
business days.
Information requests from existing participants No defined service level –
generally respond within 5
business days.
SERVICE DELIVERY MODEL
Programs are managed and administered by Council to support volunteers and private landholders in conservation
initiatives. External contractors are used to undertake works under Voluntary Conservation Agreements.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Economic value per annum volunteer hours $164,255 per annum TBA
(FY2016/17 total hours 4707.8 x $ value Qld
Volunteering current rate $34.89/hr.)
Cost of program per ha of areas under voluntary $70 per ha TBA
protection arrangements (VCA’s). Amount is variable
each year dependent.
(FY2016/17 actuals $26,193/371.14 total ha under
voluntary arrangements).
Percentage of Shire with private land with habitat under 2.8% TBA
agreement through the Land for Wildlife program.
PERFORMANCE INDICATORS
Service Indicator Performance Measure Methodology
Environmental Satisfaction Noosa community Community satisfaction mean
Partnership Programs satisfaction mean rating performance rating from the LGAQ
score compared to the State 2017 Community Satisfaction Tracking
mean rating score (out of Survey for Provincial areas for:
optimum rating of 5).
Theme: Community Lifestyle Services
NSC mean State mean Function: Environment Protection &
rating (2017) rating Conservation
(2017)
3.75 3.30
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Service Listing 3 of 4
Service Output LAND & HABITAT CONSERVATION
Conservation and maintenance of land for the purposes of protecting
ecosystems and enhancing local biodiversity.
Service Activity Pest Management
The activities include investigations, inspections and actions to manage the
impact of weeds and pest animals impacting the natural environment and
agricultural activities.
Responsible Area Department Branch
Environment & Sustainable Environmental Services
Development
Cost Centres Environmental Services 2300
Pest Management – Plants 1805
Pest Management - Animals 1807
Land Protection 1808
Pest Management 1815
Key Statistics Road reserves (Council) 1200 lineal km (both sides of road)
Road reserves (Main Roads) 95 lineal km
Properties (pest survey program) 800 approx. eligible (not all done)
1080 Baiting Program 40 private properties/1 Council
Legislative responsibility to Biosecurity Act 2014 (Regulations 2016).
provide this service
ACTIVITY SERVICE LEVEL TARGET
Pest Management – Planning & Technical Support
[Development and review of the Pest Management Plan & Actions]
Scheduled activities Pest Management Plan & Action Plan Annual Review.
2015-2019
Note: Plan required to be updated
2019.
Pest Management Plan Working Six Monthly (March & September)
Group
Note: not currently active.
Pest Plant Management (Council controlled land & State Main Roads)
[Contract development, management and supervision for control of prohibited and restricted invasive plants on public
land, Council and Main Roads road verges as well as treatment of other sensitive areas as required that do not form
part of the contract]
Cyclic Inspections Audit contract work Audits of contractor work undertaken
weekly or prior to payment for services
delivered.
Scheduled Work Undertake chemical control of Works schedule provides varying
prohibited and restricted invasive frequencies depending on species
plants (contract) ranging from 2-4 times per year and up
to 6 times for fireweed.
Reactive work Treatment of sensitive areas outside of As required
contract (e.g. Landfill, sections of Trails
Network where greater sensitivity
required in dealing with landowner
etc.)
All requests related to weeds 20 business days
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[customer requests]
Pest Plant Management (private land)
[Plan and conduct field surveys, issue and follow up compliance notices, implement enter & clear notices, maintain
survey records and investigate customer requests]
Cyclic Inspections Biosecurity surveillance program Annually
1
landholder surveys as follows:
A. Survey Area 1: 1 July to 30
September in each of the four years
from 2016 to 2020 for the localities of
Cooroy, Cooroy Mountain,
Tinbeerwah,Cooroibah and that part of
Doonan that is within the Noosa
Council boundary;
B. Survey Area 2: 1 October to 31
December in each of the four years
from 2016 to 2020 for the localities of
Black Mountain, Federal, and those
parts of Ridgewood and Eerwah Vale
that are within the Noosa Council
boundary;
C. Survey Area 3: 1 January to 31
March in each of the four years from
2016 to 2020 for the localities of Kin
Kin, Pinbarren, Cooran and that part of
Como that is within the Noosa Council
boundary; and
D. Survey Area 4: 1 April to 30 June in
each of the four years from 2016 to
2020 for the localities of Pomona, Lake
MacDonald, Ringtail Creek,
Cootharaba and Boreen Point.
Scheduled Work Record pest surveys, property pest As per schedule for surveys
management plans and regulatory
actions in T1 system
Reactive work Compliance Notices As required from survey results
Enter & Clear Notices As required from response to
Compliance Notices
Declared Pest Plants Property Search 10 business days
All requests related to weeds 20 business days
[customer requests]
Pest Animal Management
[Plan & conduct field surveys, implement and manage monitoring programs, plan & implement baiting and trapping
activities, liaison with other agencies and maintain records]
Cyclic Inspections Biosecurity surveillance program Same as for pest plants
landholder surveys
Scheduled Work Record pest surveys, property pest As per schedule for surveys
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management plans and regulatory
actions in T1 system
Fox den detection and fumigation Annually (Sept/Oct)
program
1080 Baiting Program Bi-annual (Apr-May and Sept-Oct)
Canine Pest Ejectors (CPE’s) – where Monthly
installed permanently
Implement and manage monitoring Ongoing
programs (permanent motion cameras)
Implement and manage sand plot Twice yearly (coastal areas)
monitoring sites
Wild dog control trapping (contract) Bi-annual (Oct & May) 6 weeks
Reactive work Customer requests – 14 business days
Animals/Feral (wild dogs, pigs, deer,
fox, cats, Indian Myna birds etc.)
Implement and manage monitoring As required
programs (temporary cameras; sand
traps etc.)
Implement tracking and trapping As required (mostly reactive on receipt
programs of customer complaint)
SERVICE DELIVERY MODEL
Work is managed internally with support from external contractors for weed control and some elements of pest animal
management.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Cost per rateable property for environmental pest $20.26 per Queensland Department of Local
management (weeds & feral animals) rateable Government comparative data not
property available.
(FY2016/17 actuals total $607,712 / 30,000 rateable
properties)
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Pest management Satisfaction Noosa community satisfaction Community satisfaction mean
(animals & plants) mean rating score compared performance rating from the LGAQ
to the State mean rating score 2017 Community Satisfaction Tracking
(out of optimum rating of 5). Survey for Provincial areas for:
NSC mean State mean Theme: Community Lifestyle Services
rating (2017) rating (2017) Function: Environmental Protection &
Conservation (includes noxious weeds)
3.75 3.30
3.62 3.42 Animal Control (feral animals)
1 th
Source – Council resolution 18 August 2016 noting the report to Services & Organisation Committee Meeting dated
9 August 2016 and approving the Biosecurity Surveillance Program for the Noosa Council region in accordance with
section 235 of the Biosecurity Act (2014).
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Service Listing 4 of 4
Service Output LAND & HABITAT CONSERVATION
Conservation and maintenance of land for the purposes of protecting
ecosystems and enhancing local biodiversity.
Service Activity Environmental Management Services
The activities include.
Provision of specialist technical services in the areas of
environmental policy and strategy.
Management of environmentally significant land acquisitions and
land protection initiatives.
Delivery of partnership projects with relevant stakeholders
Programs related to organisational carbon reduction
Responsible Area Department Branch
Environment & Sustainable Environmental Services
Development
Cost Centres Environmental Services 2300
Noosa Biosphere Reserve 1007
Sustainability Programs – Zero 2404
Emissions
Environment Levy 2405
Environmental Services Management 2712
Key Statistics Total area of Council controlled / 3,140ha
managed land under conservation
Area of land acquired with Environment 1,555 ha (as at April 2018)
Levy
Legislative responsibility to Nature Conservation Act 1992
provide this service Local Government Act 2009 & Environment Protection Act 2009
Planning Act 2016 and Regulations
ACTIVITY SERVICE LEVEL TARGET
Environmental policy/strategy
[Develop, implement and review environmental policy, strategies and associated action plans ensuring regular review
and reporting on achievement of desired outcomes]
Scheduled activities Environment Strategy (under To be adopted by Council 2018
development)
Note: Plan will include ongoing activities
as well as special projects.
Conservation Land Plan (Draft finalised) To be adopted by Council 2018
Note: Will guide priorities for
environmental land acquisitions and
private land conservation.
Koala Conservation Plan Ongoing with an Annual Review
Note: The Koala Action Plan has 27
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actions including ongoing activities as
well as special projects.
Environment Levy Policy Review annually as part of budget
process or as required.
Report on progress with implementation Quarterly – included in departmental
of strategy and associated action plans updates.
Reactive work Review and develop Council response As required.
to legislative and policy changes by No defined level of service – subject
other levels of government. to other levels of government
timelines.
Advisory service – review of As required.
environment-related technical reports for
other areas of Council.
General enquiries No defined level of service.
Response provided within 5 business
days.
Advice on environment policy provisions As required
for planning scheme
(e.g. Biodiversity Overlay, Biodiversity
Assessment Report, Koala Habitat
Mapping, Offsets Policy)
Environmentally significant land acquisition and protection program
[Activities include prioritisation, assessment and evaluation of prospective environmentally significant land
acquisitions, evaluation of applications by private landholders to enter into Voluntary Conservation Agreements.
Cyclic activities Environment Levy Working Group Monthly
Meetings
Reactive work Assessment and evaluation of No defined level of service –
environmental land values for property assessments undertaken as required.
identified for acquisition and reporting to
Council.
Co-ordination and management of post As required – varies on a site by site
land acquisition activities prior to basis and site specific project plans.
handover to Bushland Reserve
maintenance including Nature Refuge
processing
Agreements for protected status over No defined level of service.
Council land holdings (e.g. Nature Timelines subject to State agency &
Conservation Act – Nature Refuge). legislative requirements.
Note: Minimum 12-18 months to
complete process for a Nature Refuge
declaration and many years for higher
order protected tenure.
Evaluation of applications for Voluntary Monthly
Conservation Agreements (through
Environment Levy Working Group)
Evaluation of applications for Land for No defined level of service –
Wildlife program. assessments undertaken as required.
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General enquiries Generally within 5 business days but
varies depending on nature of request
and level of assessment and decision
making required.
Environmental Recognition (incl. Noosa Biosphere Reserve designation)
[Activities include development of new and management of existing environmental recognition designations and
specifically the monitoring of Noosa Biosphere Reserve Foundation Funding Deed requirements, managing Council’s
registered Noosa Biosphere Reserve trademarks and Intellectual Property matters and relationship management with
the Noosa Biosphere Reserve Foundation (NBRF)].
Scheduled activities Man and the Biosphere designation. Periodic review - every 10 years
NBRF Funding Deed TBD – part of 2018/19 budget
development.
Note: Current Deed expires on 30th
June 2018.
NBRF Annual Report / Audited Financial Annual report to Council
Statements
NBRF Progress reporting Quarterly (updates on projects)
Reactive work General enquiries No defined level of service. Generally
response provided same business
day or within 5 business days.
Zero Emissions (organisational carbon reduction) program
[Activities include review of strategy, implementation of associated action plans, policies and business tools and
procedures, recalculation of Council’s carbon footprint, development and implementation of an offset strategy,
employee behaviour change initiatives as well as sharing ideas and information with community groups]
Scheduled activities Review of the Organisation Zero Every 2 years (due 2018)
Emissions Strategy
Implementation of Zero Emissions Quarterly updates included in
Action Plan (2017-2020) departmental reporting to Council; and
as part of the program’s annual
Note: Plan includes ongoing activities reporting to Council.
as well as special projects.
Review of Action Plan Annual
Recalculation of Council’s carbon Annual
footprint (Scope 1, 2 & 3 activities)
Assessment of progress against targets Annual
ZEN Project Control Group Meetings Two monthly
(internal)
ZEN Operational Working Group Monthly
Meetings (internal)
Reactive activities Zero Emissions Noosa Community As required.
Group (sharing information / liaison)
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Enquiries No defined level of service but
generally same day or next business
day.
General environmental activities
[Activities include a wide range of activities such as support for the community grants process related to environmental
projects, participation in community education events and dealing the general enquiries and complaints related to
wildlife management matters ]
Cyclic activities Community grants – advisory role to Twice yearly
potential applicants, evaluation of
submissions for environment related
projects.
Community grants - Community 3 yearly
Alliance & Events Agreements for
environment related projects.
Event participation/displays: 4 events x Annual
- Festival of the Waters
- World Environment Day
- Noosa Show
- Wildflower Festival
USC Work Placement Partnership for 8 students per annum
Environmental Research Projects
Reactive activities Enquiries/complaints – problematic 7 business days
wildlife (e.g. flying foxes, magpies and
other natural species)
Permit applications and reporting As required – legislative timeframes
fauna/flora/cultural issues to State apply.
agencies (e.g. oyster reef project; flying
fox management etc.)
SERVICE DELIVERY MODEL
The service is delivered by in-house resources supported by expert consultancy and external services as required.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Percentage of total Shire area under statutory 35% UNESCO Protected Area target 17%
conservation protection
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Environmental Satisfaction Noosa community satisfaction Community satisfaction mean
protection & mean rating score compared performance rating from the LGAQ
conservation to the State mean rating score 2017 Community Satisfaction
(out of optimum rating of 5). Tracking Survey for Provincial areas
for:
NSC mean State mean
rating (2017) rating (2017) Theme: Community Lifestyle Services
Function: Environment Protection &
3.75 3.30 Conservation
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Service Listing 1 of 1
Service Output LIBRARIES
Provision of access to information, recreational reading and learning for life
through branch, online and mobile libraries, collections and resources, and
learning programs.
Service Activity Library Operations
The activities include the provision and management of the physical and digital
library collections, provision of lending, information and research services,
preservation of local heritage materials, access to information technology
resources, as well as provision of programs and events that support literacy and
lifelong learning.
Responsible Area Department Branch
Community Services Libraries & Galleries
Cost Centres Management (Libraries & Galleries) 2514 (Partial)
Library Management 2512
Noosaville Library 2501
Cooroy Library 2502
Mobile Library 2503
Library Collections 2705
Library Programs & Services 2706
1
Key Statistics Library Membership 37,224 registered members
Annual Visits 372,837 people visiting libraries per
year
Noosaville: 216,589
Cooroy: 117,469
Mobile: 38,780
Annual Loans 572,444 items loaned per year
Collection Size 94,007 physical and electronic items
Programs 745 programs with 13,258 attendees
per year
Legislative responsibility Libraries Act 1988
to provide the service Local Government Act 2009
ACTIVITY SERVICE LEVEL TARGET
Lending Services (static & mobile)
[The activities include lending library materials, inter-library loans, renewals, reservations, returns, transfer between
branches & management of items for loan]
Availability Noosaville Library Monday to Friday 9:00 am – 5:30 pm
Saturday 9:00 am – 3:00 pm
Sunday 10:00 am – 2:00 pm
(Closed public holidays)
Cooroy Library Monday to Friday 9:00 am – 5:30 pm
Saturday 9:00 am – 1:00 pm
(Closed public holidays)
Mobile Library roster (subject to change due to weather or other factors) :
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Location Day Time
Noosa Junction Tuesday 10:00 am – 1:00 pm
Sunrise Beach Tuesday 1:30 pm – 5:00 pm
Cooran Wednesday 9:30 am – 12:00 noon
Federal Wednesday 1:30 pm – 3:30 pm
(no service school holidays)
Kin Kin Thursday 9:30 am – 12:00 noon
(reduced hours school holidays)
Boreen Point Thursday 1:30 pm – 4:00 pm
Peregian Beach Friday 1:00 pm – 5:00 pm
Pomona Saturday 8:30 am – 2:00 pm
Scheduled Home library service (housebound residents 3 week delivery rotation for Home
& bulk loans to aged care facilities) Service clients (prerequisites for
application)
Reactive Membership applications (in person or on Same day
line)
Lending, returns & reservations (processing) Daily
Reference & information services Response generally same day – unless
complexity or availability of research
materials requires longer
Book club applications/registration Same day, depending on availability of
vacancies in existing book clubs.
Inter-library loans (upon request) Requests submitted at the time of
request. Completion of request may
take up to 8 weeks or more depending
on item availability if lending institution.
Collection management for items on loan and Daily, weekly, monthly procedures in
missing, or available and missing place
Lending services (digital e-library)
[Delivery of library services through the online website including management of access arrangements, member
access to subscription and open access online resources– incl. downloadable collection items such as e-books, e-
audio, e-music, e-film, as well as access to databases and borrower services (renewals, reservations, bookings)]
Availability Online lending of digital resources through 24/7 – Year round
contracted suppliers and platforms
Reactive Customer support for online service Same or next day unless issue is out of
our control and with external
platform/website
Reader purchase requests for e-titles Assessed and assigned within 5
working days
Machine Readable Cataloguing (MARC) As required
record deletions of expired titles
Library Collections
[All activities related to the selection, purchase, cataloguing and physical processing of items for the library collections]
Scheduled activities Vendor contracts to supply shelf ready items Weekly, fortnightly, monthly
based on profiles provided by library service
Receiving and receipting new items, Weekly, fortnightly, monthly
checking into Library Management System
(LMS)
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Receiving, receipting and checking in serials Weekly, fortnightly, monthly
Reader requests including interlibrary loans Daily
and purchase requests
Interlibrary lending requesting and receipting Daily
In-house accessioning and processing Weekly
Public Library System (PLS) bulk loans of Twice yearly
Language Other than English (LOTE)
material
MARC record loading Daily
Collections analysis Quarterly, annually
Stock assessment – for weeding and repairs Average 3 times per week
Stock selection – physical and e-resource Average 3 times per week
Reactive activities Customer request to purchase individual Daily, assigned on average within 5
items working days
Identified gaps in subject areas by As required – response time subject to
staff/customers assessment and determination of
requirements
Donated items and author donations As required
Customer feedback or complaints about Same day or next day
collection content
Programs & Services
[Provision of learning programs and events across all ages promoting literacy development & lifelong learning through
information sessions and practical workshops]
Availability Varying program with some activities conducted after hours to suit community needs.
Scheduled activities Computer & internet access Daily during opening hours (bookings
available - sessions cease 15 minutes
before closing time)
Wifi access Wifi access 24/7
Technology learning program: Varied monthly timetable, see library
- One on one computer help events calendar
- One on one tech help https://www.libraries.noosa.qld.gov.au/e
- Tech Savvy Seniors vents
- Group technology classes for
devices (iPad, tablets, phones, social
media platforms)
Digital programs: Varied monthly timetable, see library
- Dewey robot events calendar
- Makerspace https://www.libraries.noosa.qld.gov.au/e
- Robotics & Coding for kids vents
Justice of the Peace (Partnership program):
- Cooroy Library Tuesday 12:30 pm – 4:00 pm
Thursday 9:00 am – 12:00 noon
- Noosaville Library
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Tuesday 9:30 am – 12:00 noon
Saturday 9:30 am – 12:00 noon
Literacy development program (Adult) Varying activities for adult learners by
appointment
Printing, photocopying and scanning (fee Opening hours – all branches.
based service)
Meeting room hire - Cooroy only (fee based Availability - 7am to 10pm, 7 days a
service) week
Community display space - Cooroy & By application, 2 or 4 week display
Noosaville Aimed at local community period
organisation informational displays (free
service)
Story time program (pre-schoolers; toddlers; babes in arms) :
Activity Location Frequency
Pre-schoolers Noosaville Weekly - Tuesday 10:00 am – 10:45 am
Cooroy Weekly - Wednesday 10:00 am – 10:45
am
Toddlers Noosaville Weekly - Thursday 10:00 am – 10:30
am
Babes in arms Noosaville Bi-monthly - Wednesday 10:00 am –
10:30 am
Cooroy Bi-monthly - Thursday 10:00 am –
10:30 am
School holiday program Varying activities – all Queensland
school holidays see library events
calendar
https://www.libraries.noosa.qld.gov.au/e
vents
First 5 Forever (grant funded early literacy Activities aimed at children under 5
program) years old. Varied monthly timetable,
see library events calendar
https://www.libraries.noosa.qld.gov.au/e
vents
Community Outreach program - Planned By arrangement
visits to childcare centres, schools, Child
Health Centres, Pop-up library in parks,
beach, shopping centres, festivals etc.
Reactive activities Technology assistance to public within library Demand based
branches
Institutional visits e.g. schools, nursing By arrangement
homes
External/internal Council supported events By arrangement
LGAQ or LGMA workshops or events hosted
by Council, events supported/hosted by
Community Development etc.
Library Operations
[includes activities such as WHS inspections for static & mobile libraries, building maintenance, volunteer
coordination, contract management
Cyclic inspections WHS inspections (static & mobile) 3 times per annum
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Scheduled activities Fire Services Monthly
Friends of Noosaville Library meetings Monthly
Friends of Mill Place meetings Monthly
E-newsletter Monthly
Planned Building maintenance - As required, Subject to work area response time
work order requests to relevant Council dept. frames.
Cleaning (managed by Library) 3 year contract
Pest Control - All branches 6 monthly
Security - Managed Council contracts with Nightly.
Naskam (Alarms and CCTV) and Complex
(random patrols)
Air conditioning service - Managed Council Monthly.
contract
BMS service - Managed Council contract Quarterly.
Wallace Park Precinct meetings ((incl. Noosa Quarterly.
Leisure Centre, Noosa Community Support,
Endeavour, Meals on Wheels, Wallace
House, Environment Centre, Bridge Club)
Libraries Customer Service - Coordination, Opening hours.
provision and delivery of front line customer
service – in person, online and by phone
Reactive activities Reactive building maintenance - As required, Subject to work area response time
work order requests to relevant Council dept. frames.
Volunteer coordination includes applications, Generally initial application and phone
assessment and inductions for Friends of contact processed within five business
Noosa Library, Friends of Mill Place to days.
undertake volunteering activities in service
areas of Home Service program, Adult Full process may take up to 8-12 weeks
Literacy, Technology tutorials, Reader’s (involves face-to-face meeting,
Group, Genealogy, Local Studies & Heritage. assessment, application for Blue Card
to be completed and received from
Govt, induction and introduction to
volunteer activity).
General enquiries/complaints (in person, by No defined service level – response
phone or online) generally provided within 2 business
days (subject to complexity of issue)
SERVICE DELIVERY MODEL
Noosa Library Service has four branches operating as a networked library service; two static branches at hinterland
and coastal locations, a mobile branch servicing remote and fringe areas of Noosa Shire and an 24/7 online branch.
Staff have multi-faceted roles working across customer service, programming and collections. Collection procurement
balanced between staff selection and outsourced processing. Services and programming supported by external
resourcing such as grants, sponsorship and volunteers.
KEY SERVICE METRICS
Measure Metric Benchmark Comparison
Loans/issues per capita 11.15 7.53 (Queensland Average)
(The number of library items loaned per head of
population. This is a key benchmark of libraries
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at a state and national level)
Visits per capita 6.97 4.57 (Queensland Average)
(The number of library visits per head of
population. This is a key benchmark of libraries
at a state and national level)
Cost per rateable property (inclusive of $145.62 Accurate comparative data not readily
depreciation and internal charges) available due to variance in financial
reporting to State Library of
This is the full extent that each rateable property Queensland
is funding arts venues & programs.
(FY2016/17 actuals $4,368,824/30,000 rateable
properties)
Cost per rateable property (exclusive of $90.05 Accurate comparative data not readily
depreciation and internal charges) available due to variance in financial
reporting to State Library of
This is the extent that each rateable property is Queensland
funding Noosa Library Service as a whole.
(FY2016-17 Depreciation $329,141; Internal
charges $1,338,078 Exclusive Actuals
$2,701,605/30,000 rateable properties)
Cost per visit Accurate comparative data not readily
(inclusive of depreciation and internal charges) $11.72 available due to variance in financial
(exclusive of depreciation and internal charges) $7.24 reporting to State Library of
Queensland
Cost per loan Accurate comparative data not readily
(inclusive of depreciation and internal charges) $7.63 available due to variance in financial
(exclusive of depreciation and internal charges) $4.72 reporting to State Library of
Queensland
PERFORMANCE MEASURE
Service Indicator Performance Measure Methodology
Libraries Satisfaction Noosa community satisfaction Community satisfaction mean
mean rating score compared to performance rating from the LGAQ
the State mean rating score (out Community Satisfaction Tracking
of optimum rating of 5). Survey for Provincial areas for:
NSC mean State mean Theme: Community Lifestyle Services
rating (2017) rating (2017) Function: Libraries & Other Information
Access
4.15 4.02
1
Data FY2016-17 – as submitted to State Library of Queensland as part of our annual return
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Service Listing 1 of 1
Service Output LIFEGUARDS
Provision of beach patrols and lifesaving support services to ensure the
local community and visitors can safely enjoy our beaches.
Service Activity Operations
Includes contract management, fixed site patrols, roving patrols and
support services such as communications and jet-ski patrols.
Responsible Area Department Branch
Corporate Services Property
Infrastructure Services Buildings & Facilities
Cost Centres Lifeguards 2604
1
Key Statistics FY 2016/17
Total beach attendances 3,308,140
Total rescues 95
Number of drowning’s 0
First Aid Treatments 2,806
Preventative actions 59,382
Legislative responsibility to No – service was traditionally provided by volunteers but that model could no
provide this service longer meet requirements for a 7 day week service.
ACTIVITY SERVICE LEVEL TARGET
Maintenance
[Provision and maintenance of life saving towers and utility services]
Cyclic inspections Lifesaving Towers - WHS Hazard 3 per year as follows:
Inspections include structure condition • Feb & May by SLSQ representative
visual checks • November by NSC WHS Advisor
and contract manager
Scheduled works As identified from inspections (defects & proactive interventions) to maintain
asset serviceability. Asset maintenance is Council responsibility.
Operations
[Provision of patrols and lifesaving services, contract management & administration]
2
Scheduled services (varies depending on level of utilisation of the beach area) as detailed below.
Location Type Total Contract Volunteer Patrol Patrol times
3
Patrol Patrol Days May-Sept Sept-May
Days Days
Peregian Beach All year 365 290 75 7 days/week Weekdays
Public Hols &
Weekends Sept- 7:30am-4:30 pm 7:30 am-5:00 pm
May
7:00 am-6:00 pm Qld.
Xmas School Hols (6
weeks)
Peregian Beach Nth Seasonal 121 121 N/A N/A Weekends, public &
school holidays
8:00 am-5:00 pm
Sunrise Beach Seasonal 121 121 N/A N/A Weekends, public &
school holidays
8:00 am-5:00 pm
Sunshine Beach All year 365 290 75 7 days/week Weekdays
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