2016-04-26 General Committee Agenda

Page 16 of 19

OUR CUSTOMERS

Measure                                                                                                 Measure
Number of requests received x month                                                                     % of requests completed within target date x month
Purpose                                                                                                 Purpose
Level of customer demand & whether service levels appropriate                                           Indicator of whether service levels are satisfactory

 1750                                                                                                    100%
 1500                        y\                 f—™          i
                               NE        pe’                                                              80%           7
 1250                                                              2       s

  750                                                                                                     40%     +——                   :            .                  =
  500
                                                                                                          20%
  250
     0        r     r      r     r     r    Ly      r      Y     t     r      r     1                      0%         r      t     r     t      1     r     r     t      r     r     r      1
                                                                    \                                                                      RY           O                  \
              pr oo        OF    we    of           FF           es    yw    ys?                                      p>    ot     F      Ww   oe     vi     FP oF       we    ye     sy”
Comment                                                                                                 Comment

Measure                                                                                                 Measure
Average seconds of wait time in phone queue                                                             % of planning applications decided within 20 business days
Purpose                                                                                                 Purpose
Service timeliness / capacity to respond                                                                Service timeliness
a                                                                                                      ——————_<“—“<“——
 120                                                                                                      100%

                                                                                                           80%
   90 -
                                                                                                           60%
  60   +                            =        F     —                          :
                                                                                                           40%                                                        -
   30   |           ~    a       7"     7   ft     r                                2                      20%    -                                                -                        -
    0                                               ‘      ‘           ‘                                    0%                                                      r
                                                                                                                            Jan                      Feb                      March
       s                   =     ¥    of       wv         we     ws    ws                                  ™MCU    Reconfiguration     Op Works     Op Works (Veg)      ™PBA    mRAP wu Total
        SS      pe® eof     oF     ws!         S     <&             SS         ve

                                                                                                        Comment
                                                                                                        Of the 35 MCU applications decided, 28 were decided within the time frames.
                                                                                                        4 Reconfiguration applications were decided within timeframes.
                                                                                                        23 Op Works applications were decided, with 2 outside 20 days due to requests to delay payment of bonds.
                                                                                                        29 Op Works (Veg) applications were decided.
                                                                                                        6 PBA applications were decided.
                                                                                                        For those RAP applications decided outside the time frame, changed plans were negotiated during the
                                                                                                        decision period.
                                                                Benchmark is shown by red line, Previous year data Is shown by purple line
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