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OPERATIONAL PLAN 2024-25 Q3 QUARTERLY REPORTING · Attachment 2 - Q3 KPI Report
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Attachment 2 KEY PERFORMANCE INDICATORS Workplace Health & Safety - Average Lost Time Injury Duration [days] Average Lost Time Injury Duration (ALTID) refers to the average number of workdays lost due to workplace injuries that result in employees being unable to perform their duties. It's a commonly used health and safety metric that helps organisations evaluate the severity of workplace injuries and their impact on workforce productivity. For the FY24/25, 15 claims were recorded, averaging an ALTID of 10.5 days. Number
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People & Culture - Staff Turnover Rate [percentage of overall positions]
Staff turnover as a percentage of all positions (temporary, permanent, casual) is a useful workforce metric
that measures the rate at which employees leave an organisation, relative to the total number of positions. It
includes permanent, temporary, and casual roles, providing an indication of overall workforce stability.
The staff turn-over rate has slightly decreased from 19.25% in the previous quarter to 17.89% in the reporting
period.
Percentage
Customer Service - Number of Requests Received
The number of customer requests received is a basic yet essential operational metric used by councils and
service organisations to monitor community engagement and service demand.
The number of requests received during the reporting period was generally consistent with the previous
quarter, except for January, which saw an increase in requests due to the peak holiday season and was
further impacted by industrial action by Council’s waste service provider, resulting in a 30% rise in waste-
related enquiries.
Number
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Customer Service – Percentage of Requests Completed Within Target Date
The percentage of requests completed within target date measures the efficiency and timeliness of an
organisation's response to customer service requests. It reflects how well the organisation meets its own
service level expectations.
There was a notable decrease in the number of requests closed within target timeframes during the reporting
period. Contributing factors likely include the surge in requests received in January and the initial impacts of
industrial action in March, with similar trends anticipated in the coming quarter.
Percentage
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Customer Service - Average Phone Wait Time [seconds] The average phone wait time measures the average time that a caller spends waiting in a queue before their call is answered by a customer service officer. A key indicator of how promptly the organisation responds to incoming phone enquiries. A downward trend of the average phone wait time over the FY24/25 continues, reflective of a decreased staff turn-over rate within the team, and with new staff member becoming more experienced. Likely also impacted by team’s relocation to a central location which allows for improved exchange of information within the team to more efficiently respond to customer enquiries. Seconds
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Financial Management - Investment Return Performance [0.25% above UBS Bank Bill index]
This metric measures the performance of Council’s investment portfolio relative to a recognised market
benchmark. It reflects how effectively surplus funds are being managed to maximise returns within approved
risk parameters. The target is to achieve a return that is at least 0.25% (25 basis points) above the UBS Bank
Bill Index.
Investment return performance declined during the reporting period, influenced by rates run dynamics that
temporarily reduce cash holdings between the biannual cycles. However, returns recovered to fall within the
target range following the February rates run.
Percentage
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Revenue Management - Rate Arrears Ratio [percentage; <5%]
The rate arrears ratio < 5% is a financial performance indicator used by councils to monitor the proportion of
unpaid rates relative to the total rates revenue levied. It reflects the effectiveness of the organisation’s rates
collection processes and financial health of the community.
Rates arrears are consistent with performance over the previous 6- and 12-month cycles. Typically, the rates
arrears ratio peaks when rates are due and then declines back into the target range between rates runs.
Percentage
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Customer Service – Percentage of Customer Requests Lodged Electronically
The percentage of customer requests lodged electronically measures the proportion of all customer service
requests submitted through digital channels such as online forms, emails, mobile apps, or customer portals.
It reflects customer preferences, but also the community’s adoption of digital services and the effectiveness
of Council’s digital engagement strategy.
The percentage of customer requests lodged electronically declined from its peak in January to levels more
consistent with previous quarters. This trend reflects the surge in requests typically experienced during the
peak holiday season.
Percentage
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Financial Management - Working Capital Ratio > 2x The working capital ratio > 2 is a key indicator of Council’s short-term financial health and liquidity. It measures the ability to meet current liabilities using current assets, and a ratio greater than 2 indicates a strong capacity to cover obligations as they fall due. The working capital ratio remained stable and exceeded the target range throughout the reporting period. Number
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ICT Management: Percentage of IT Helpdesk Requests Closed Within 48 Hours
This KPI helps assess the responsiveness and operational efficiency of the IT Helpdesk team, contributing
to user satisfaction and system uptime.
The response time has been consistent with the improvements observed in the previous reporting period
caused by resource stabilisation within the ICT team to assist with IT Helpdesk request processing.
Percentage
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Development Assessment - Total Number of Development Applications Decided This KPI measures the total count of development applications that have reached a formal decision (approved, refused). The number of development applications decided in Q3 is consistent with previous quarters. Development Assessment - Total Number of Development Applications Within Statutory Timeframe This KPI monitors the efficiency and responsiveness of the development assessment process, ensuring timely service delivery and compliance with statutory obligations. Decision-making timeframes remained relatively consistent with the previous quarter, with all Lot Reconfigurations, Operational Works, and Plan Sealing applications determined within statutory timeframes. Decisions on Material Change of Use (MCU) and Domestic Building Works (DBW) applications remained within timeframes, though slightly lower than in previous quarters.