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

                                                                                    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)




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