Level of Service Catalogue 2019-20

                                 ACTIVITY                                             SERVICE LEVEL TARGET
Operations
(Cleaning activities, security patrols, pest control, servicing of holding/septic tanks, supply of consumables, sharps
containers and sanitary/nappy disposal facilities, graffiti and vandalism repairs, utility costs etc.)
Availability                          Service is predominately provided during normal business hours.
                                      Cleaning activities normal hours between 7 am & 4 pm.
                                      Security patrols – out of hours.

                                    Emergencies only – after hours.

Cyclic Inspections                  Cleaning contracts audit (sites selected     Monthly
                                    ad hoc)

Scheduled work                      Contract cleaning & supply of                Frequency ranges from once per
                                    consumables4                                 week to 3 times per day depending
                                                                                 on location and time of year
                                    Security patrols:
                                     Noosa Woods, Noosa Spit                    Locked 7 nights per week

                                     Lake St, Tewantin                          Locked 7 nights per week
                                     Girraween Sportsground                     Locked & opened 7 days per week
                                    Holding/septic tanks (contract servicing     Fortnightly for all sites where holding
                                    under Liquid Waste Contract)                 tank/septic tank is provided in lieu of
                                                                                 connection to sewer
                                    Sanitary, nappy & sharps bins - supply       Frequency ranges from weekly to
                                    & servicing (contractor)                     monthly depending on location and
                                                                                 time of year
                                    Hire and cleaning of relocatable toilet at   Christmas/New Year School Holiday
                                    First Cutting, Noosa North Shore             period. Cleaning frequency is every
                                    (contractor/s)                               2nd day between Christmas Day and
                                                                                 end of first week of January and then
                                                                                 every 3rd day to end of school
                                                                                 holidays.


Reactive work (customer             Issue              First response                            Target for completion
requests)                           Cleaning           Hazardous – Within 1 hour of              20 business days
                                                       contractor being notified
                                    Graffiti           Note: Council endorsed Graffiti           5 business days
                                                       Policy dated 24 August 2014
                                                       provides that upon notification of a
                                                       graffiti incident a graded approach is
                                                       taken to removal:                         24 hours
                                                           - Obscene, racist & other
                                                                  offensive material             3 business days
                                                           - Large areas of graffiti or in
                                                                  highly visible                 14 business days
                                                           - Minor graffiti incidents

                                    Vandalism          Hazardous – Within 4 hours                20 business days

                                                       Otherwise within 24 hours or next
                                                       business day
                                    Holding tanks      Same business day if critical             3 business days
                                    (pump-out)


SERVICE DELIVERY MODEL
Service is predominately delivered by external contractors internally managed.




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