2018-11-06 Services & Organisation Committee Agenda

Page 94 of 97

OUR CUSTOMERS
Measure                                                                         Measure
 Number of requests received x month                                            % of requests completed within target date x month
Purpose                                                                         Purpose
 Level of customer demand & whether service levels appropriate                  Indicator of whether service levels are satisfactory
 2250                                                                            100%
  2000
                                             (mann                                                                                              e
  1750                                    of,                                    80%                   .               t..                    “
  1500                      *          *        os              —                                    enre,      *          e
4	1	1	1	11	0	643	581	2149	34	-1	
5	1	1	1	11	1	643	594	13	14	0	.
5	1	1	1	11	2	858	583	100	18	28	poe
5	1	1	1	11	3	1162	581	55	28	0	ee
  1250 7 Fe     .                                                                60%                        :                            a        _
                                                      eeet eee                                            ae?                *,            e*
  1000
   750
  500                                        ee                                  40%
  250 }              oe
    fa)                                                                           20%
        July Aug Sept Oct  Nov Dec Jan Feb March April May June
    a All others         g Local Laws          uw Parks                            0%
    @ Waste Mai          & Works Operations    @ Environ   I Healt                      July Aug Sept Oct   Nov Dec   Jan  Feb March April May June
 Comment                                                                        Comment
 Categories show the Work
5	1	1	1	22	5	647	1098	115	37	80	Groups’
5	1	1	1	22	6	761	1098	65	37	96	that
5	1	1	1	22	7	829	1098	36	37	96	on
5	1	1	1	22	8	869	1098	112	37	96	average
5	1	1	1	22	9	986	1098	106	37	96	receive
5	1	1	1	22	10	1094	1098	50	37	96	the
5	1	1	1	22	11	1146	1098	112	37	96	highest
5	1	1	1	22	12	1262	1098	98	37	96	number
5	1	1	1	22	13	1362	1098	41	37	96	of
4	1	1	1	23	0	278	1142	296	29	-1	
5	1	1	1	23	1	278	1142	119	29	96	requests
5	1	1	1	23	2	405	1142	67	23	96	each
5	1	1	1	23	3	481	1142	93	23	96	month.
4	1	1	1	24	0	267	1295	1561	38	-1	
5	1	1	1	24	1	267	1295	137	38	96	Measure
5	1	1	1	24	2	1701	1299	127	24	96	Measure
4	1	1	1	25	0	278	1339	2429	33	-1	
5	1	1	1	25	1	278	1339	138	33	96	Average
5	1	1	1	25	2	427	1339	137	29	96	seconds
5	1	1	1	25	3	574	1339	35	29	96	of
5	1	1	1	25	4	618	1339	92	29	93	wait"

                         time in phone queue                                    % of planning applications decided within statutory timeframe
Purpose                                                                         Purpose
 Service timeliness / capacity to respond                                       Service timeliness
  “0                                                                            ' 100%                                                           7

   so   |S                                                       _                80%
         %
          o                                          *                            60%                                                            _
           *                                        ? *
  60       .     weeeenene te,                     2   *e,       _
            tert               %,                         %,                      40%
                                    of se,     *            oS
                                         eye”
  30                                                             —               20%                                                              =

    0                                                                              0%
                                                     .                                          July               Aug                 Sept
       3     &    >»       33             >          s+   st
      Ss   p®   gf   oF wi     of   SF      ge     we        ys                   & MCU ® Reconfiguration # Op Works @ Op Works (Veg) # DBW a RAP & Total
 Comment                                                                        Comment

                                               2016/17 data is shown by dotted purple line. 2017/18 data is shown by black line                        Page 94 of 97