2017-11-07 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                   7 NOVEMBER 2017


BRANCH ACTIVITIES                     RECENT ACHIEVEMENTS                         CURRENT PRIORITIES                            THE NEXT QUARTER
                                           doc layout design/ media & social           Gardens Masterplan and land tenure            techniques improvement
                                           media: Get Out, Get Active; Noosa           handover                                    QBR Route Communications Nov 17
                                           Parade Upgrade; Climate Change            Finalise Queens Baton Relay
                                           Action Plan, Noosa River Plan,              Communications plan
                                           Hilton Terrace upgrade, New Noosa
                                           Plan
                                         Communications for recent flooding
                                           event – social media
                                         Queens Baton Relay prep
                                         Successful citizenship event
                                         Layout design of Active Sport & Rec
                                           Plan, Botanic Gardens Vision,
                                           Business Guide upgrade and other
                                           docs
Customer Service
Recruitment and Training                 Continued development and multi         Monitoring of new starts                    Introduction training into other areas
                                           skilling of CSOs in all areas of          performance.                                  of council to understand workflows
                                           Customer service.                       Refresher Training of staff for backfill      outside of CS. – Waste scheduled for
                                         Welcome/New Residents packs               roles.                                        October, Building & Plumbing
                                                                                                                                   scheduled for November.
                                           presented to Council.                   Appointment of 2 Permanent Part
                                         Appointment of 1 Permanent Full           time positions made vacant through          Recruitment of 1 PPT and 1 PFT
                                           time positions made vacant through        internal movements.                           Customer Service Officer.
                                           internal movements                      Creating Training Plans
Review of Polices within the branch      Review of CS policies and                 Reviewing BCP.                              Updating Cash handling policy.
                                           procedures impacted by new
                                           financial year and new corporate
                                           structure.
Continual CS intranet (iP@n)             Review reporting within iP@N.             Update Customer Service pages               Process improvement
improvements                             Plan and set up review regime of            relating to T1 processes.
                                           knowledge pages.                          Resolve open ticket regarding auto
                                         Met with Building, Planning,                review in built system
                                           Plumbing and Waste to review
                                           information.
New phone call system                    Monitor Snap Send Solve impact on         Waiting on website issues                   Continued improvements with
                                           call centre once cross over happens.        associated with Webchat to be                 system as new enhancements
                                                                                       resolved once resolved investigate            become available.


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