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

                                 ACTIVITY                                            SERVICE LEVEL TARGET
                                    Issue of Reminder notices                   Six monthly



Reactive work                       Pensioner rebate applications &             Weekly
                                    reversals

                                    Adjustments, including waste                Adjustments done daily – aim is to
                                    adjustments.                                ensure that all properties are rated
                                                                                correctly and in accordance with the
                                                                                Revenue Statement.

                                    Processing of direct debit applications     Same business day

                                    Customer enquiries/complaints               5 business days

Property searches
[Activities include undertaking interrogation of Council databases and compiling requested information, handling
related enquiries, and administration of across organisation property search database for close out/finalisation of
records]
Reactive work                         Property Enquiry                         5 business days

                                    Rates Search                                5 business days

                                    Standard Property Search                    10 business days

                                    Property search enquiries/queries           5 business days

Receipting
[Receipting and reconciliation of payments made through agencies or at Council remote sites – excludes over the
counter transactions at Tewantin Admin Building.]

Scheduled work                      Agency receipting (B-Pay; Aust Post) –      Daily
                                    file download and reconciliation

                                    Remote sites (The J; NAC etc.) –            Daily
                                    receipting to financial system

Accounts receivable & debt recovery
[Activities include invoicing, issuing of monthly statements
Scheduled work                         Rates & charges debts                    Six monthly review

                                    Landfill charges (account customers)        Fortnightly

Reactive work                       Invoicing lease fees                        Monthly
                                    (commercial/community)

                                    On charging (water & sewer charges)         Monthly

                                    Waste (extra services/casual                As required – once data received
                                    arrangements)                               usually invoiced within one business
                                                                                day.

                                    Other ad hoc invoicing requests             As required – usually invoiced within
                                                                                one business day.


KEY SERVICE METRICS
Measure                                                             Metric              Benchmark Comparison
Rate arrears ratio target <5% at end of each financial             2018/19              2017/18    2016/17
year                                                                5.83%                5.69%      5.83%



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