2018-05-08 Services & Organisation Committee Agenda

BRANCH ACTIVITIES                         RECENT ACHIEVEMENTS                         CURRENT PRIORITIES                        THE NEXT QUARTER
                                             Layout design of Marine Zone              Communicate outcomes of recent
                                               brochure and set up of Noosa River          advertising for Peregian Beach
                                               Plan template.                             Digital    Hub       tenants   and
                                             43 media releases prepared (as              management arrangements.
                                               listed   on     Council’s  website)       IAP2 training in online engagement
                                               compared to 40 in the previous              techniques.
                                               quarter.
                                             3 new sliders and 12 new Social
                                               media posts on average per week.
                                             Responses to numerous media
                                               enquiries.
Customer Service
Recruitment and Training                   Continual monitoring of casuals           Review training plan and gap            Cross training and development of
                                             performance.                                analysis.                                  CSO onto reception/counter and
                                           Recruitment for new casuals to help       Recruit 1 PPT CSO pending staff            CSM.
                                             cover staff shortages in April              movement.
                                             completed.                                Plan cross department training for
                                           Recruit 1 PFT position completed.           staff.
                                                                                       Training via IP@N quiz.
                                                                                       Train team on Tanda (time clock and
                                                                                         rostering system).
Review of Polices within the branch          Continual review of iP@N.                 Customer Service Charter Review.        Testing of BCP
                                                                                         Cash handling procedures.               Review CS counter processes.
                                                                                         Security procedures review.
                                                                                         Webchat procedures developed.
Continual    CS      intranet    (iP@n)      Review knowledge pages relating to        Review knowledge pages and              Review Local Laws Processes.
improvements                                   - Rates, Building Environmental             prepare changes for EOFY.               Update financial year change over
                                               Health.                                   Review knowledge pages relating to        info.
                                                                                           Environmental      Service    and
                                                                                           Governance.
Service Review                               Service review completed pending          Implementation of actions from          Continued implementation of actions
                                               final document submission.                  service review.                           from service review.
New phone call system                        Review afterhours messaging.              Review system configuration and         Review reports system and look for
                                             Webchat pilot - recent improvements         impact to processes after webchat         improvements.
                                               have     occurred      to   schedule        implementation and promotion.
                                               functionality incl. implementing and
                                               testing with the aim to publish and
                                               implement ASAP.

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