2016-02-02 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                          2 FEBRUARY 2016


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

Our People
   In relation to WH&S, our performance is still not up to scratch. We are focusing on our
     WH&S policies, systems and procedures which are still a work in progress. The
     Executive Manager and our new HR Manager have WH&S as their highest priority. A
     new WH&S Advisor has been appointed to commence in February.
   The average duration of time lost due to injury is very high compared to other like
     Councils. It is also higher than last year. This is reflective of an older workforce where
     injuries can sometimes take longer to recover.
   Our WH&S scheme rate is increasing but is still lower than other Councils in category
     D (similar Councils to Noosa Council). The best performing Council in that category
     has a scheme rate of 0.905% while the worst is 2.083%. Our scheme rate increased
     from 1.242% to 1.366% (as a percentage of total wages).
   Personal leave taken is continuing to be monitored closely and has shown significant
     improvement since this time last year. It is more than 50% lower than 12 months ago
     as can be seen from the year on year comparison.
   We have changed the KPI measuring annual leave to focus on “Accrued Annual Leave
     Weeks (median)” but we also monitor the number of staff who have excess (over 8
     weeks) annual leave weeks accumulated. We have made a concerted effort to reduce
     the number of staff with over 8 weeks annual leave but progress has been slow.
     There are still 27 staff with more than 8 weeks of annual leave (down from 31 at 30
     September) reflecting some work areas where there has been high workloads over the
     last 2 years (e.g. Finance).
   Our staff turnover rate remains very low compared to other Councils.

Our Customers
   The total number of customer requests received by Council remains on a slight upward
     trend in the long term with slightly more customer requests per month in November
     and December than at the corresponding time last year.
   Council will recall that in previous KPI reports, the level of sign off of completed CRMs
     (customer request management system) was quite low. More work has been done at
     the management level in “drilling down” within the overall statistics. This has seen our
     reporting and closing out of requests improve significantly in the October to December
     period.
   The average wait time for our customers when phoning Council continues to improve
     over time and our month to month performance is better than last year. However there
     continues to be some months where the target of an average of 1 minute is exceeded
     (December). Our frontline customer service staff continue to provide exceptionally
     good service.
   Customer indicators for processing times for various types of development applications
     have remained relatively constant over the 3 month period. On average, 80% of all
     applications are processed within statutory timeframes.
   The average time to process plumbing applications has risen over the last 5 months
     but is still almost 50% better than the statutory deadlines. This rise reflects the
     additional work undertake by the plumbers to service Council facilities such as public
     toilets and beach showers.




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