Level of Service Catalogue 2019-20

                                  ACTIVITY                                              SERVICE LEVEL TARGET
 Operations
 [Dealing with maintenance requests from site managers and other issues such as booking software, web content
 maintenance, marketing and customer complaints]
 Reactive work                     Dealing with maintenance requests 3     No defined service level (see note).

                                      Customer complaints                          No defined service level – generally
                                                                                   dealt with in 10 business days
                                                                                   depending on complexity.


 SERVICE DELIVERY MODEL
 Can insert text or a table




 KEY SERVICE METRICS
 Measure                                                       Metric               Benchmark Comparison
 Return per rateable property/per annum                        Return of $30 per    Queensland Department of Local
                                                               rateable property    Government comparative data not
 (FY2017/18 Operating Surplus $911,639 / 30,000                                     available.
 rateable properties)



 PERFORMANCE MEASURE
 Service          Indicator                    Performance Measure                  Methodology
 Holiday Parks    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:

                                               NSC mean           State mean        Theme: Managing the Shire
                                               rating (2019)      rating (2017)     Function: Development of Tourism
                                                                                    (includes caravan parks)
                                               3.97               3.39



1 This site is subject to a Material Change of Use approval. Once the upgrade is complete site numbers will be limited
  to 200.
2 Currently only applies to Noosa River Holiday Park (yet to be rolled out to other sites).
3.Work is prioritised having regard to available budget. All management contracts require the contractor to provide

  consumables (toilet paper, cleaning products, own office needs etc.). Noosa River Caravan Park contract requires
  site manager to undertake minor maintenance activities.




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