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

                                   Security patrols – out of hours.

                                   Emergencies only – after hours.

Cyclic Inspections                 Cleaning contracts audit (sites selected      Monthly
                                   ad hoc)

Scheduled work                     Contract cleaning & supply of                 Frequency ranges from once per week
                                                4
                                   consumables                                   to 3 times per day depending on
                                                                                 location and time of year
                                   Security patrols:
                                   • Noosa Woods, Noosa Spit, Noosa              Locked 7 nights per week
                                      Lions Park
                                   • Noosa Surf Club                             Locked 5 nights per week (excl. Fri &
                                                                                 Sat nights)
                                   • Lake St, Tewantin                           Locked 7 nights per week
                                   • Girraween Sportsground                      Locked & opened 7 days per week
                                   Holding/septic tanks (contract servicing      Fortnightly for all sites where holding
                                   under Liquid Waste Contract)                  tank/septic tank is provided in lieu of
                                                                                 connection to sewer
                                   Sanitary, nappy & sharps bins - supply &      Frequency ranges from weekly to
                                   servicing (contractor)                        monthly depending on location and
                                                                                 time of year
                                   Hire and cleaning of relocatable toilet at    Christmas/New Year School Holiday
                                                                                                                         nd
                                   First Cutting, Noosa North Shore              period. Cleaning frequency is every 2
                                   (contractor/s)                                day between Christmas Day and end
                                                                                 of first week of January and then every
                                                                                   rd
                                                                                 3 day to end of school holidays.


Reactive work (customer            Issue               First response                               Target for completion
requests)                          Cleaning            Hazardous – Within 1 hour of                 20 business days
                                                       contractor being notified
                                   Graffiti            Note: Council endorsed Graffiti Policy       5 business days
                                                       dated 24 August 2014 provides that
                                                       upon notification of a graffiti incident a
                                                       graded approach is taken to removal:
                                                           - Obscene, racist & other                24 hours
                                                                offensive material
                                                           - Large areas of graffiti or in          3 business days
                                                                highly visible
                                                           - Minor graffiti incidents               14 business days

                                   Vandalism           Hazardous – Within 4 hours                   20 business days

                                                       Otherwise within 24 hours or next
                                                       business day
                                   Holding tanks       Same business day if critical                3 business days
                                   (pump-out)
SERVICE DELIVERY MODEL
Service is predominately delivered by external contractors internally managed.

KEY SERVICE METRICS
Measure                                                   Metric                 Benchmark Comparison
Average cost of maintaining and operating a public        $17,494 per            At this stage accurate information not
toilet per annum                                          facility (approx.)     available for NSC – cleaning costs are
                                                                                 estimated.
FY2016/17 Cost Centre 1521 Actuals = $423,382 +
estimated cleaning costs $258,893 ÷ 39)                                          This will improve with apportionment of
                                                                                 costs for contract services being put in
                                                                                 place for Public Open Spaces &
                                                                                 Amenities Cleaning Contract and with
                                                                                 maturity of the asset management/WO
                                                                                 system.


                                                                                                           Page 97