2020-08-11 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                      11 AUGUST 2020


Initiatives                                Comment
Develop       Community   Sustainability   This project will be considered in the 2020/21 financial year
Indicators                                 when Council reviews its Corporate Plan and considers the
                                           option of developing a Community Plan.



2.    KEY PERFORMANCE INDICATORS

As Council would be aware, KPIs were first developed for our organisation at the beginning of
2014/15. 16 of those KPIs are reported to Council on a quarterly basis.

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 are as follows:

Our People
    In relation to Workplace Health and Safety, our Lost Time Injury Duration results rose in the
      last quarter but were consistent with the same period last year.
    Personal leave overall was less than the same period last year however the proportion of
      leave taken over 5 days duration is higher, partially due to people needing to self-isolate
      due to COVID-19 symptoms.
    Accrue annual leave has increased as staff are constrained in options to travel for leave.
    Staff turnover was slightly down on the March quarter. Turnover for the 2019/20 year was
      9.6% which was 1.3% less than the 2018/19 year.

Our Customers
    The number of customer requests has reduced to average levels from the higher numbers
      seen at the peak of the Covid-19 lockdown.
    Management of our frontline phone customers continues to be of a high standard with
      average wait times continuing to be less than the same period in previous years.
    The KPIs for building information requests and plumbing applications are outside target
      levels. This is due to a combination of factors: the disruption of COVID-19, reduced
      staffing, increased volume and complexity of requests and the reduced statutory
      timeframes for plumbing applications. Measures have been implemented to improve
      matters including appointing a new plumbing inspector which will reduce the time taken to
      process applications.

Our Finances
    Our financial KPIs measure solvency, investment performance and outstanding rates. All
      of these KPIs continue to be on track and in particular, there is no change in trend for rate
      arrears.
    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.




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