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

                               ACTIVITY                                           SERVICE LEVEL TARGET
                                   Stakeholder consultation                    As and when required

                                   Skills development of heritage sector       At least three times per year
                                   Review of Heritage Walk brochures,          At least annually
                                   signage and promotional information
                                   Inspections of built heritage assets        At least annually

Reactive activities                Advice on heritage matters to Council       Initial response within 2 days – final
                                   and external customers                      response dependent on complexity
                                                                               of the request and availability of
                                                                               resources
                                   Review of requests relating to specific     Initial response within 2 days – final
                                   operational matters including place         response dependent on complexity
                                   names, memorials and plaques.               of the request and availability of
                                                                               resources
                                   Maintenance of Council’s built heritage     No defined service level – dependent
                                   assets                                      on complexity of the works required
                                                                               and availability of resources

                                   Requests from private owners for            Initial response within 2 days – final
                                   advice on heritage buildings                response dependent on complexity
                                                                               of the request and availability of
                                                                               relevant heritage consultant
Heritage Library
[Capturing, documenting and providing access to the unique history of the Noosa Shire local government area –
incl. print, newspapers, digital images, digital resources, oral histories and online content]

Availability                       Access to physical collection available during opening hours. Online content
                                   available 24/7

Scheduled activities               Local Studies Collection – open access      Access during opening hours



                                   Local Studies Collection – closed stack     Availability between same day and
                                   collection                                  up to 5 business days

                                   Picture Noosa Collection                    Access available 24/7 online

                                   Genealogy Collection – open access          Access during opening hours


                                   Procurement to collection                   As materials are sourced

                                   Collection management                       Daily and ongoing

                                   Heritage Library projects and initiatives   No defined service level – dependent
                                                                               on complexity of the project and
                                                                               availability of resources
                                   Policy development and review               At least annually

Reactive activities                Heritage research assistance                Initial response within 2 days – final
                                                                               response dependent on complexity
                                                                               of the request and availability of
                                                                               resources
                                   Community Outreach - presenting local       By arrangement
                                   information to groups
                                   Stakeholder consultation                    By arrangement
                                   Volunteer coordination includes             Generally initial application and
                                   applications, assessment, inductions        phone contact processed within five
                                   and oversight                               business days. Full process to end of
                                                                               induction may take up to 8-12 weeks


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