2017-02-07 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                                        7 FEBRUARY 2017


EXECUTIVE OFFICE
BRANCH ACTIVITIES                         RECENT ACHIEVEMENTS                             CURRENT PRIORITIES                           THE NEXT QUARTER
Sustainability Project Officer
Sustainability Project Officer             Educational activities associated with        Beyond zero waste education and              Continued implementation of the
(note 50% allocated to sustainability,       the Beyond Zero Waste campaign.                 strategy implementation.                       beyond zero waste strategy.
50% to waste)

Customer Service
Recruitment and Training                     Completion of JP training for CSOs.         Recruitment of a casual CSO for            Continued development and multi
                                             Investigate work from home options for        coverage of long service leave,              skilling of CSOs in all areas of CS.
                                               CSOs in an emergency situation.               annual leave and peak times which          Performing a training needs GAP
                                                                                             are forecast in Q3.                          analysis on current CSOs to highlight
                                                                                                                                          training requirements.
Review of Polices within the branch          Approval    of   Customer      Service        Test the BCP and review.                   Test and evaluate the BCP.
                                               Business Continuity Plan (BCP).               Update operational policies for ease       Undertake a customer service pulse
                                             Training CSO’s and relevant staff in the        of use by CSOs.                              check to identify improvement
                                               BCP and its application.                                                                     opportunities.
Continual   CS      intranet    (iP@n)       Development and operation of new CS           Update urgent information       with       Updating of CS systems and training
improvements                                   intranet site in partnership with ICT.          specific service areas.                      of team around update process and
                                                                                                                                            use of the new system.
                                                                                                                                          Address training requirements.
New phone call system                        PureCloud implemented as new                  Resolution of issues with PureCloud.       Investigation and improvement     of
                                               customer service phone system.                                                               Webchat.
Business as Usual activities                 Call volumes continue to increase on          Managing increased call and face to        Managing         peak      workloads
                                               previous years.                                 face enquiries.                              associated with rates, reminders and
                                                                                                                                            kerbside collection.

Governance
Support the organisation with integrity      Coordinated visit by the Qld. Integrity       Collaborate with HR to undertake a         Development and delivery of training
related matters                                Commissioner to provide briefing to             review of Council’s Employee Code            related to the integrity related
                                               Council and the Leadership Team on              of Conduct with emphasis on integrity        updates to be made in the Employee
                                               ethics and engaging with official               items.                                       Code of Conduct.
                                               lobbyists.                                                                                 Report to the Integrity Commissioner
                                                                                                                                            on Council’s Register of Dealings
                                                                                                                                            with Lobbyists.


                                                                                                                                                             Page 72 of 141