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

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
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