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

(Education & compliance for general local law matters, complaint management, investigations & prosecutions for
overgrown land, illegal camping, abandoned vehicles, regulatory signage, littering & dumping, unauthorised
commercial use of public land etc.)
Availability                        Daily.

Proactive inspections/patrols        7 days per week based on a variable roster.
                                     Scheduled early and late patrols – approx. 12 hours per week includes illegal
                                     camping.
                                     Focus on high activity areas as well as current problem hot-spots.

Reactive work (customer              Issue                             First response             Time to complete
requests)                            Abandoned vehicle                 If in dangerous location   20 days
                                                                       same day otherwise
                                                                       48/72 hours
                                     Overgrown land                    7 days                     60 days
                                     Illegal Camping                   Within 24/48 hours         7 days
                                     Unauthorised use of public        If a serious issue –       3 days
                                     land complaint                    immediately
Parking – Regulated Areas
(Education & compliance for parking in regulated areas, patrols, complaint management, investigations and
prosecutions)
Availability                       Daily – generally between hours of 8 am and 5 pm (peak parking demand period).
                                   Emergencies only – after hours (e.g. hazard/safety issue)

Proactive inspections/patrols        7 days a week
Reactive work (customer              Issue                             First response             Time to complete
requests)                            Parking –                         Immediate (working         24 hours
                                     dangerous/unsafe situation        hours)
                                     Parking complaint                 Within 48 hours            10 days
SERVICE DELIVERY MODEL
Service is delivered internally with support from external providers for court matters.

KEY SERVICE METRICS
Measure                                                        Metric               Benchmark Comparison
Percentage of regulated dogs compared to total dog             0.0015%              TBD
registrations

FY2016/17 Regulated Dogs (Both Dangerous &
Menacing) = 15 / Total registered dogs = 9700
Percentage of parking infringements waived compared            0.05%                TBD
to total number of tickets issued

FY2016/17 Parking tickets written off = 400 approx. /
Total # parking tickets issued = 7,950
PERFORMANCE MEASURE
Service                     Indicator        Performance Measure                    Methodology
Public Amenity &            Satisfaction     Noosa community satisfaction           Community satisfaction mean
Safety (Animal Control)                      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: Community Lifestyle Services
                                                                                    Function: Pet/Animal Control
                                               3.62               3.42
Public Amenity &           Satisfaction                                             This one is harder to use the State
Safety (Parking                                                                     Survey as it is rolled up with other
Regulated Areas)                                                                    parking issues (e.g. whether sufficient
                                                                                    facilities etc.). No other surveys
                                                                                    undertaken.




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