2020-07-10 SM Agenda - Item 4 - Attachment 1 - Level of Service Catalogue 20-21

                                 ACTIVITY                                             SERVICE LEVEL TARGET
Scheduled work                       Telephone - general enquiries and             Same day response or within 2
                                     requests for information.                     business days if answer cannot be
                                                                                   provided immediately.

                                     Telephone call backs (if queue is busy)       Same day.

                                     Telephone requests for service                Logged same day and referred to
                                                                                   relevant business area for attention
                                                                                   within their defined service level for
                                                                                   the relevant activity.
                                     On line requests (web                         Processed during business hours
                                     based/apps/email lodgements)                  only – either same day received or
                                                                                   next business day.

                                     Chat Online                                   Initial response within 60 seconds.

                                     Survey & Feedback                             Conducting monthly surveys and
                                                                                   reporting with feedback gathered.
                                     Reports                                       Reporting on performance against
                                                                                   council standards.
Reactive work                        Dog registrations (new & replacement          Same day or next business day.
                                     of lost tags) – load, receipt & issue

                                     Applications (permits – roads, parks,         Same day or next business day.
                                     street stalls etc.) – load, receipt & refer
                                     to relevant service area.

                                     Arrangements to Pay (Rates)                   Same day or next business day.

                                     Justice of the Peace / requests to            Same day.
                                     witness documents.

                                     Maintenance/updates of customer               Same day if urgent or next business
                                     service information portal iP@N (in-          day.
                                     house)

                                     Maintenance/updates of customer               Same day if urgent or next business
                                     service telephony system PureCloud            day.
                                     (in-house)

                                     Training                                      Branch related training conducted as
                                                                                   required and monthly.
                                     Disaster management support                   As required

Cashiering
[Receipting of payments received face to face or via mail, reconciliation of daily receipts, daily banking]
Scheduled work                    Reconciliation and banking (cashier)           Daily
                                  Petty Cash reimbursement                       Same day
                                  Petty Cash reconciliation                      Weekly
Reactive work                     Transaction receipting (face to face)          Same day
                                  Mail receipting (incoming payments via         Daily (business hours).
                                  Records Section)
                                  Over phone payments                            Not conducted as a normal activity
                                                                                 and is only done in extenuating
                                                                                 customer circumstances at which
                                                                                 point it is conducted at the point of
                                                                                 the interaction.




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