2015-02-03 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                            3 FEBRUARY 2015


ISSUES ARISING FROM CURRENT KPIS

The key issues arising from an assessment of the KPIs being reported to Council are as follows:

Our People
   Our WH&S KPI is showing an improvement in the number of incident free days which is now
     meeting the industry benchmark. It will be important to keep maintaining an upward trend in
     this KPI moving forward;
   Sick leave taken and excess annual leave weeks accumulated continue to be at high levels.
     Management continue to focus on trying to reduce both of these management KPIs.


Our Systems and Processes
   For our systems and process, we monitor the organisation’s ability to implement the projects
     approved by the Council in the Operational Plan. This is currently on track;
   As reported in the last quarterly report, we also have a focus on improving our systems to
     allow more online transactions to enable our community to have 24/7 access to services for
     which the KPI shows an increasing trend;
   At a management level for Systems and Process, the Leadership Team is monitoring ICT
     system uptime and ICT help desk responsiveness.

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.

Our Customers
   The number of customer requests is clearly on an upward trend with the last 4 months
     recording over 1,250 requests per month. A worrying KPI though is the percentage of
     requests completed within the target date which is showing a worsening trend with just over
     40% of requests dealt with in the target range during December. This will be another focus
     area for management with the aim of significantly improving the turnaround time for
     responses;
   The average wait time for our customers when phoning Council has been reducing over the
     last 3 months and now sits at around 50 seconds, however there continue to be around 1,000
     calls per month where the target of 1 minute is exceeded;
   Customer indicators for processing times for various types of development applications
     (excluding operational works) have worsened during December dropping to 70% of
     applications decided in 20 business days from 85% the previous month;
   The KPIs for building information requests (100% for all 3 months) and plumbing application
     processing times (well below statutory deadlines) performed extremely well during the 2 nd
     quarter.




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