2015-08-18 Planning and Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                     18 AUGUST 2015


      to develop the 2015/16 budget. The use of the zero based budget methodology
      allowed Council to apply a 0% general rate increase in 2014/15 and a 1.3% general
      rate increase in 2015/16.
    The finalisation of the 2014/15 financial statements is still underway but we will exceed
      our budget projections. Revenue is above budget and expenditure is below budget
      resulting in a positive financial result for Council. Details of the financial year result will
      be reported to Council in due course.
    Council adopted its Financial Sustainability Policy on 29 June 2015. This sets the
      scene for Council to continue to apply good financial discipline and long term financial
      strategies to ensure that our early success in meeting prescribed financial ratios is
      maintained in the longer term.
    Council received a credit assessment from the Queensland Treasury Corporation in
      April 2015 which assessed Noosa Council as “sound” with a positive outlook. “Sound”
      is a 5 on a 7 point scale. At the time of assessment of the de-amalgamation proposal
      in 2012, QTC had assessed a new Noosa Council as having a “moderate” outlook (4
      on a 7 point scale). This 2015 QTC assessment was a significant achievement. QTC
      identified a number of key reasons why Noosa Council achieved a sound assessment
      including:
      o      Forecast of surpluses in all future years
      o     Council on track to achieve its 2014/15 budget
      o     Low level of borrowings with adequate debt servicing capacity
      o     High levels of forecast liquidity
      o     High level of Council controlled revenue and fiscal flexibility
      o     Capacity to increase net rates and charges
      o     Council forecasts adequate investment in its asset base
      o     Zero based budgeting process
      QTC also noted that Asset Management Plans had not been adopted to date and that
      this was an issue that needed to be managed.
    Reporting formats for monthly and quarterly financial reports to Council have been
      reviewed with improved performance graphs. Monthly capital works reports were also
      provided towards the end of the financial year to keep a focus on progress with the
      Capital Works Program.
    Adoption of a range of financial policies to improve financial management practices
      including an Investment of Council Funds Policy and a Restricted Cash Policy.

Corporate Plan Priority 2 – Great Customer Service
It goes without saying that our community expects and deserves great customer service.
We aim to increase the number of online services available to our community. We also aim
to respond to our customers as quickly as possible and to provide personal friendly service.

Key achievements include:
   There has been a significant improvement in the management of our front line phone
     interface with our customers. At the beginning of 2014/15, too many customers were
     waiting too long on hold to have their phone calls answered. The introduction of “call
     back” facilities, better training for frontline customer service staff, the introduction of
     better information on answering queries, dedicated staff and good management of the
     customer service branch has seen a significant improvement in 2014/15. In July 2014,
     average wait times were above 75 seconds but by June 2015, they were below 45
     seconds.



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