2021-05-11 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                       11 MAY 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.

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.

Executive Team has recently been reviewing these KPIs and proposes to transition those KPIs which
are at a Departmental Level into the quarterly department update reports to Council. This will start
at the end of the September 2021 quarter.

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

Our People
    In relation to Workplace Health and Safety, our Lost Time Injury Duration results have
     increased in the last 4 months. There have been a number of longer term issues which have
     impacted on the statistics.
    Personal leave shows that personal leave had been reducing compared to previous years but
     there was a spike in the March results. This was particularly the case in relation to personal
     leave greater than 5 days reflecting some long-term illnesses of some staff.
    Accrued annual leave has continued to increase as staff are constrained in options to travel
     for leave and many staff have also been too busy to take leave (reflecting high workloads).
    Staff turnover still remains relatively low with the March quarter being significantly lower than
     December. The overall staff turnover remains relatively low compared to other councils.

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. Our Acting Director Infrastructure
     Services is leading a project looking at how we can better manage customer requests across
     the organisation. This includes looking at new monitoring provisions which allows for escalation
     of requests if not addressed within certain timeframes.
    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.
    The KPIs for building information requests and plumbing applications are getting back on track,
     particularly for plumbing applications. There continues to be a significant number of
     applications in this period as a result of Commonwealth government building stimulus
     payments and it has taken the branch some time to clear the backlog.
    The town planning applications decided within statutory timeframes continues to be sound with
     some MCU applications not meeting timeframes due to their complexity. Again, application
     numbers are up representing a strong property market in the post Covid environment.


Our Finances
    Our financial KPIs measure solvency, investment performance and outstanding rates. All of
     these KPIs continue to be on track and in particular, there is no significant change in trend for
     rate arrears.



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