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

KEY SERVICE METRICS
Measure                                                  Metric              Benchmark Comparison
Service targets for customer service telephone           80% of calls        Gympie – 80/30 calls only
answering time                                           answered in 60      SCC – 80/60 calls and chats
                                                         seconds. (80/60)    Toowoomba – 80/20
                                                         80% of online       Logan – 80/45
                                                         chats answered      Maranoa – 80/60
                                                         in 60 seconds       Lockyer – 5th Ring
                                                         (80/60)

PERFORMANCE MEASURE
Service          Indicator                  Performance Measure              Methodology
Customer Service Satisfaction               Noosa community satisfaction     Community satisfaction mean
                                            mean rating score compared       performance rating from the LGAQ
                                            to the State mean rating score   Community Satisfaction Tracking
                                            (out of optimum rating of 5).    Survey for Provincial areas for:


                                              NSC mean        State mean     Theme: Customer Service &
                                             rating (2019)   rating (2017)   Communications
                                                                             Function: Customer Service
                                                 4.05            3.69


                         Efficiency         Average seconds of wait time     Service standard/aim is to answer a
                                            in the phone queue.              call within 60 seconds.

                                            2018/19 41 seconds
                                            2017/18 45 seconds

Monthly Performance                         Total requests                   Monitoring monthly performance via
Reporting                                   Request by work group.           the organisational performance
                                            Number of requests past          report to the CEO allows council to
                                            target date x month.             understand service demands and
                                            % of requests completed          delivery
                                            within the target date.
                                            Average seconds of wait time     CEO reports to Council quarterly on
                                            in the phone queue.              statistics.
                                            Number of calls exceeding
                                            target wait time (1 minute).
                                            % of calls exceeding target
                                            wait time (1 minute).
                                            % of requests for service that
                                            were lodged electronically.




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