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

                               ACTIVITY                                          SERVICE LEVEL TARGET
                                  Marketing –including social media, E-       Monthly (or as required)
                                  newsletter “What’s on at The J”
                                  Lease arrangements USC                      Initial 10 year term + 2 X 5yr options
                                  USC Sublease to TAFE                        to 31 Dec 2026
                                  Lease arrangements Noosa FM                 Revised lease under development
                                                                              with 2 year term + 3 X 1yr options to
                                                                              31 Dec 2023.
                                  Cleaning                                    Nightly
                                  Security patrols                            Nightly
                                  Pest control                                Quarterly
                                  Termite Inspection                          Quarterly
                                  Evacuation testing                          Annually
                                  Air-conditioning                            Ducted – Monthly
                                  (managed through Buildings &                Split systems - Quarterly
                                  Facilities)
                                  Fire systems testing                        Monthly
                                  (managed through Buildings &
                                  Facilities)
Reactive work                     Enquiries/complaints                        No defined service level but
                                                                              generally completed within 2
                                                                              business days.
                                  Bar/kiosk operation for events              Event specific as required

KEY SERVICE METRICS
Cost of service
 The J Entertainment and Community Venue                           2018/19      2017/18       2016/17
 Net cost - including depreciation and corporate overhead          757,664      758,799       702,577
 Net cost - excluding depreciation and corporate overhead          260,924      202,037       262,202

 Rateable properties                                                30,500       30,000        30,000
 Cost per rateable property - incl                                   24.84        25.29          23.42
 Cost per rateable property - excl                                    8.55         6.73           8.74

 Attendance                                                         90,992       85,089        79,740
 Cost per attendance - incl                                           8.33          8.92          8.81
 Cost per attendance - excl                                           2.87          2.37          3.29

PERFORMANCE MEASURE
Service          Indicator                 Performance Measure                Methodology
The J            Utilisation               Theatre utilisation rate of 85%.   Percentage of days with at least one
                                                                              theatre booking
The J                   Satisfaction       Net Promoter Score of 70           Surveys using Net Promoter Score
                                           from regular hirers on             (NPS) rating. A NPS that is positive
                                           21/02/17.                          (i.e., higher than zero) is felt to be
                                                                              good and an NPS of >50 is excellent.
Cultural Venues &       Satisfaction       Noosa community satisfaction       Community satisfaction mean
Programs                                   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
                                            rating (2019)   rating (2017)     Theme: Community Lifestyle
                                                                              Services
                                                3.87               3.71       Function: Cultural & Entertainment
                                                                              Facilities




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