2017-02-07 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                    7 FEBRUARY 2017


     Personal leave has reduced significantly from the high level in August when we had a flu /
       virus ripple through the organisation with some staff being off for up to a week or more at
       that time.

Our Customers
     The total number of customer requests received by Council remains on an upward trend in
       the long term. This is not an issue unique to Noosa Council as recent research has identified
       this as a trend for all Councils across Australia. On Monday 23 January, our frontline
       customer service staff had 720 phone calls in one day (coinciding with the issue of rates).
     The average wait time for our customers when phoning Council continues to improve. Our
       staff in this area continue to provide an exceptionally high level of service as the first point of
       contact.
     Customer indicators for processing times for various types of development applications
       reflected the shortage of planning staff in that period although all of the vacant positions have
       now been filled.
     The average time to process building and plumbing applications is still meeting statutory
       timeframes although there are some proposals by the State government to reduce the
       statutory periods for plumbing applications.

Our Finances
     Our financial KPIs measure solvency, investment performance and outstanding rates. All of
       these KPIs continue to be on track.
     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.

Our Systems and Processes
   Requests for services which are lodged electronically (as a percentage of total requests) are
     slowly increasing. Currently, only around 10 - 15% of customer requests are lodged online
     via our website. We have recently promoted the use of the App – Snap Send Solve. This
     enables people to use their mobile phones to capture issues and send them to Council via
     an email. When added to the web based option, we can see that between 20% and 25% of
     our requests are now “electronic”. The goal is to get to 40%.

Previous Council Consideration

Nil.

Finance & Risk

Nil.




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