Level of Service Catalogue 2019-20

SERVICE DELIVERY MODEL
Service is provided in-house.




KEY SERVICE METRICS
Measure                                                 Metric               Benchmark Comparison
Service targets for customer service telephone          80% of calls         Gympie – 80/30 calls only
answering time                                          answered in 60       SCC – 80/60 calls and chats
                                                        seconds. (80/60)     Toowoomba – 80/20
                                                        80% of online        Logan – 80/45
                                                        chats answered       Maranoa – 80/60
                                                        in 60 seconds        Lockyer – 5th Ring
                                                        (80/60)



PERFORMANCE MEASURE
Service          Indicator                  Performance Measure              Methodology
Customer Service Satisfaction               Noosa community satisfaction     Community satisfaction mean
                                            mean rating score compared       performance rating from the LGAQ
                                            to the State mean rating score   Community Satisfaction Tracking
                                            (out of optimum rating of 5).    Survey for Provincial areas for:

                                                                             Theme: Customer Service &
                                                                             Communications
                                                                             Function: Customer Service
                                            NSC mean        State mean
                                            rating (2019)   rating (2017)

                                            4.05            3.69

                         Efficiency         Average seconds of wait time     Service standard/aim is to answer a
                                            in the phone queue.              call within 60 seconds.
                                            2017/18 (TBC)
                                            2018/19 (TBC)

Monthly Performance                         Total requests                   Monitoring monthly performance via
Reporting                                   Request by work group.           the organisational performance
                                            Number of requests past          report to the CEO allows council to
                                            target date x month.             understand service demands and
                                            % of requests completed          delivery
                                            within the target date.
                                            Average seconds of wait time     CEO reports to Council quarterly on
                                            in the phone queue.              statistics.
                                            Number of calls exceeding
                                            target wait time (1 minute).
                                            % of calls exceeding target
                                            wait time (1 minute).
                                            % of requests for service that
                                            were lodged electronically.




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