2021-11-09 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                               9 NOVEMBER 2021


2.   KEY PERFORMANCE INDICATORS
As Council would be aware, KPIs were first developed for our organisation at the beginning of
2014/15. 16 of those KPIs are reported to Council on a quarterly basis. The KPIs are included in
Attachment 2.
The key issues arising from an assessment of the KPIs are as follows:
Our People
    The issue of staff turnover has been topical recently. For the information of Council, our
     historical staff turnover has been as per the table below:
      Year                      Staff turnover rate
                                (percentage)
      2014/15                   11.06%
      2015/16                   13.06%
      2016/17                   8.9%
      2017/18                   8.2%
      2018/19                   10.9%
      2019/20                   9.6%
      2020/21                   6.6%

    The staff turnover rate in the first quarter of 2021/22 is 4.7%. The first quarter is also the
     quarter that traditionally sees a significant number of retirements early in a new financial year.
     That has been the case with 5 of our outdoor staff retiring in that 3 month period.
    In relation to Workplace Health and Safety, our Lost Time Injury Duration results have been
     quite variable over the last 12 months. There have been a number of longer term issues which
     have impacted on the statistics in previous years but 2021/22 is showing a better trend. The
     Audit and Risk Committee has also recently reviewed WH&S issues.
    Personal leave shows that leave is increasing slightly compared to previous years and this has
     been driven by a significant increase in the number of long-term illnesses. This was particularly
     the case in relation to personal leave greater than 5 days reflecting some long-term illnesses
     of some staff.
Our Customers
   The number of customer requests has continued to increase and is at an all-time high. This
     has presented some challenges with meeting customer requests within the target dates and
     our management team is currently refocusing on this issue. Anecdotal feedback from other
     Councils is that this trend is occurring more broadly across the State with increased customer
     requests.
    While the number of customer requests is increasing, the response time for our front line staff
     in answering telephone calls and dealing with matters in the first instance is still quite good.
     Our current front line call centre staff are working very well.
    For building, plumbing and development applications, we are seeing record application
     numbers. This continues the trend from the last 6 to 12 months and this is not a Noosa
     phenomenon with other local governments reporting similar record application numbers. All
     councils are competing for limited resources with town planners and building surveyors in
     particular being in short supply in south-east Queensland. This is no doubt as a result of the
     various government stimulus programs to encourage building development across the country
     and also reflecting the high demand for new housing as a result of the influx of interstate
     migrants. The rate of applications has not yet slowed.

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