2018-07-06 SM - Attachment 1 to Item 5 - Level of Service Catalogue

                                      RCD (electrical) testing                     Twice yearly

                                      Enquiries/management of venue                No defined service level – usually
                                      bookings incl. court hire; conference        completed same business day.
                                      rooms)

Reactive activities                   Events bookings                              No defined service level – depends on
                                                                                   complexity up to 10 business days.
SERVICE DELIVERY MODEL
NLC is a full service facility, operated “in-house” by Noosa Council, with the exception of the rock wall service, which
is outsourced to private contractors.



KEY SERVICE METRICS
Measure                                                       Metric                Benchmark Comparison
Cost per rateable property (exclusive of depreciation         $8.02 per rateable    Service review previously
and internal charges)                                         property              benchmarked its performance against
                                                                                    the measures gathered and published
This is the extent that each rateable property is funding                           by the University of South Australia’s
the NLC.                                                                            Centre for Tourism and Leisure
                                                                                    Management (CERM). This is no
(FY2016/17 actuals $ 240,840 \ 30,000 rateable                                      longer used and no suitable
properties)                                                                         replacement apparent.
Cost per visit (exclusive of depreciation and internal        $2.36 per visit
charges)

This is the extent that ratepayers are subsidising
each visit to the NLC.
Cost per visit (inclusive of depreciation and internal        $4.54 per visit
charges)

This is the full extent that ratepayers are subsidising
every visit to the NLC. (Depreciation $74,218; Internal
charges $147,793)

PERFORMANCE MEASURE
Service              Indicator                  Performance Measure                 Methodology
Noosa Leisure Centre Satisfaction               Kids’ Playroom – Score 79           Surveys using Net Promoter Score
                                                Café – Score 70.                    (NPS) rating. A NPS that is positive
                                                                                    (i.e., higher than zero) is felt to be
                                                                                    good and an NPS of >50 is excellent.

                                                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 rating (2017)
                                                                                    Theme: Community Lifestyle Services
                                                3.94              3.78              Function: Sporting & Recreation
                                                                                    Facilities



1
  Refer to Asset Responsibility Matrix for specific areas of responsibility.
2
  Data for FY2016-17
3
  Timetables for specific programs vary.




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