2019-11-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                              12 NOVEMBER 2019


2.   KEY PERFORMANCE INDICATORS

As Council would be aware, KPIs were first developed for our organisation at the beginning of
2014/15. 30 management KPIs were developed and 16 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 Workplace Health and Safety, our Lost Time Injury Duration results continue
     to show improvement and this is reflected in the reduced LGW premium for 2019/20
     reversing the previous upward trend.
   Personal leave is back to acceptable levels following a spike in the winter months. We also
     continue to make progress in relation to the reduction of long-term annual leave balances
     and the median accrued annual leave is within our desired range.
   Our staff turnover was higher in the September quarter reflecting the “retirement quarter”
     effect i.e. staff who chose to retire during the year tend to do so shortly after 1 July for tax
     reasons. We are starting to see more retirements as our older demographic impacts.

Our Customers
   Over the last few years, the total number of customer requests received by Council had
     been on an upward trend. However, over the last 3 months, we have seen statistics
     consistent with 2018/19 showing a tapering off in the total number of requests received by
     Council.
   Management of our frontline phone customers continues to be of a high standard with
     reducing wait times.
   The KPI for planning applications has been revised to better show the number and trend of
     applications decided within prescribed 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.

Our Systems and Processes
   The use of online services continues to grow year on year. The aspirational long term goal
     of 40% may be achievable.

Previous Council Consideration

Quarterly reports are provided to Council outlining our progress with the Operational Plan.



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