2018-08-07 Services and Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                    7 AUGUST 2018


As far as the CEO is aware, we are one of the few Councils in Queensland to make this KPI
information available to the public via “non-confidential” reports. The KPIs are included in
Attachment 2.

The key issues arising from an assessment of the KPIs for the first quarter are as follows:

Our People
    In relation to Workplace Health and Safety, an external independent WHS Auditor scored
      Council at 74% (bronze level).
    Personal leave remains quite high due to some long-term illness issues with a small
      number of staff and the onset of the winter flu season. We have also made long term
      progress in relation to the reduction of long-term annual leave balances.
    Our staff turnover rate remains below other Councils. In the March quarter, staff turnover
      was negligible but was higher in the June quarter.

Our Customers
    Over the last few years, the total number of customer requests received by Council had
      been on an upward trend. However, over the last 6 to 9 months, we have seen a tapering
      off in the total number of requests received by Council.
    The average time to process building and plumbing applications is still meeting statutory
      timeframes.

Our Finances
    Our financial KPIs measure solvency, investment performance and outstanding rates. All
      of these KPIs continue to be on track.
    Council receives a financial performance report at the end of each month which provides a
      more detailed analysis of Council’s financial position. Council receives a detailed report on
      Capital Works progress every quarter.

Our Systems and Processes
   The use of the App – Snap Send Solve continues to grow year on year. The aspirational
     long term goal of 40% may be achievable.
   The “web chat” trial enabling customers to “chat” live online via our website with a customer
     service officer has now been completed and we are now live with Web Chat.

Previous Council Consideration

Quarterly reports are provided to Council outlining our progress with the Operational Plan.

Finance
The projects within the Operational Plan are reviewed and funded as part of Councils annual
budget process.

Risks & Opportunities
A failure to achieve the outcomes set out in the Operational Plan would be problematic. In some
cases, projects may take longer than anticipated to achieve the best outcome. The CEO has
advised staff that it is better to be late and right than early and wrong. In other words, in terms of
timing and risk, a successful outcome is the most important thing.


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