2018-05-08 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                     8 MAY 2018


Our Customers
     Over the last few years, the total number of customer requests received by Council had
       been on an upward trend. However, like the December quarter, we have seen a tapering
       off in the total number of requests received by Council.
     The changeover to new planning legislation in July 2017 had resulted in some reporting
       hiccups with statistics in relation to our Development Assessment processes unavailable in
       the previous two quarters. Those issues have now been resolved and we are able to once
       again report the percentage of planning applications decided within statutory timeframes.
     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. The number of electronic
     requests received in January was the highest on record.
   We have also recently introduced “web chat” as a trial enabling customers to “chat” live
     online via our website with a customer service officer.

Previous Council Consideration

The Council receives a report from the CEO on this topic every quarter.

Finance
Nil.

Risks & Opportunities
Nil.

Consultation

External Consultation - Community & Stakeholder

Nil.

Internal Consultation

The details of each of the Operational Plan activities have been provided by relevant
Departments.




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