2020-08-11 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                            11 AUGUST 2020


BRANCH ACTIVITIES              RECENT ACHIEVEMENTS                        CURRENT PRIORITIES                            THE NEXT QUARTER
Business as Usual activities      21 media releases prepared (as           Deliver Citizenship Ceremonies in           Produce a generic promotional
                                    listed on Council’s website)               August and lock in more permanent             video on community engagement
                                  Significant      work  on    COVID         dates for future ceremonies.                  and use of newly designed website.
                                    community matters and keeping the                                                      With COVID-19 restrictions easing,
                                    public informed.                                                                         workload is now focussing on
                                  Work resumed on arranging post                                                           roadworks, and council related
                                    COVID-19 citizenship ceremonies.                                                         matters.
                                    Three small functions have been                                                        Council budget:
                                    scheduled for August.                                                                    - Produce material for double-page
                                  Council budget:                                                                          spread for Noosa Today on budget
                                    - Produced a number of pre-budget                                                        initiatives.
                                    stories for media.                                                                       - Prepare double-page publication
                                    - Extensive budget media material                                                        for August and September.
                                    developed, including a two-page
                                    budget overview document.
                                    -Media conference arranged on
                                    Budget Day for local media
                                    -Produced Budget video, involving
                                    all councillors.


Customer Service
Recruitment and Training          Onboarding of 3 Customer Service         Training of a Customer Service              Recruit vacant permanent positions
                                    Officers and development to face to        Officer to support team leader role           (2 x FT and 1 x PT).
                                    face functions.                            with aim to backfill position in times      Continue training of customer
                                  Transition to work from home due to        of leave.                                     service team on critical areas of
                                    COVID-19 with minimal disruption to      Rates refresh training.                       knowledge.
                                    call contacts.                           Support Customer Service team
                                  Transition back to the office with         with training and coaching of CiA
                                    safety of staff considered and             request system
                                    implemented for face to face
                                    contacts.
Review of Branch Policies         COVID-19       BCP    created  and       Review Customer Service BCP.                Ensure new or changed council
                                    implemented                              Update Customer Service Cash                  policies relating to new financial
                                  COVID-19 Risk assessment created           Handling Policy.                              year are up to date on [email protected] implemented.                         Determine     branch   KPI’s   in
                                  Adoption of Flag Policy.                   preparation for performance plan
                                                                               period.

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