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

[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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