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

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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