2017-11-07 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                              7 NOVEMBER 2017


2.   KEY PERFORMANCE INDICATORS

As Council would be aware, KPIs were first developed for our organisation at the beginning of
2014/15. Approximately 30 management KPIs were developed and these are reviewed on a
monthly basis by the Leadership Team. Approximately 15 of those KPIs are reported to Council
on a quarterly basis. They are also reported to the Audit & Risk Committee in detail at each
Audit & Risk Committee meeting.

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.

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

Our People
   In relation to WH&S, performance continues to improve. A recent internal audit showed a
     70% achievement rate, up from approximately 20% just over two years ago. An external
     independent WH&S audit will be undertaken in February/March 2018. We undertook a
     celebration of our achievement with a Council wide get together including an inspirational
     talk from Mr Shane Webcke, one of the State’s WH&S Ambassadors
   Personal leave was quite high in the last quarter in particular as we had a flu / virus ripple
     through the organisation with some staff being off for up to a week or more. The recent flu
     was particularly nasty and affected a lot of staff.
   Our staff turnover rate remains relatively low compared to other Councils but in the
     September quarter, four out of the sixteen departures were as a result of retirements which
     may be a sign of things to come with our workforce being, on average, older than many
     others.

Our Customers
   The total number of customer requests received by Council remains on an upward trend in
     the long term. During this period, we had the green bin rollout, dog registrations, health
     licences and a rating period.
   The level of sign off of completed CRMs (customer request management system) is
     continuing to improve and is ahead of where we were last year and significantly ahead of
     the same period two years ago. The level of customer complaints remains relatively low
     compared to the number of requests.
   The changeover to new planning legislation has resulted in some reporting hiccups and it
     may take some time to be sure that the data integrity is sound in relation to our
     Development Assessment processes.
   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.



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