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

                                    ACTIVITY                                          SERVICE LEVEL TARGET
                                      Financial audit (spot check –              Annual
                                      additional to formal audit process)
                                      Contract management meetings 2             Monthly

    Operations
    [Dealing with maintenance requests from site managers and other issues such as booking software, web content
    maintenance, marketing and customer complaints]
    Reactive work                     Dealing with maintenance requests 3     No defined service level (see note).

                                      Customer complaints                        No defined service level – generally
                                                                                 dealt with in 10 business days
                                                                                 depending on complexity.

    KEY SERVICE METRICS
    Return per rateable property
     Holiday Parks                                                    2018/19       2017/18       2016/17
     Return                                                           825,894       911,639       967,641
     Rateable properties                                               30,500        30,000        30,000
     Return per rateable property                                       27.08          30.39         32.25


    PERFORMANCE MEASURE
    Service          Indicator                  Performance Measure               Methodology
    Holiday Parks    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: Managing the Shire
                                                rating (2019)    rating (2017)    Function: Development of Tourism
                                                                                  (includes caravan parks)
                                                    3.97             3.39



1
  This site is subject to a Material Change of Use approval. Once the upgrade is complete site numbers will be limited
  to 200.
2
  Currently only applies to Noosa River Holiday Park (yet to be rolled out to other sites).
3
 .Work is prioritised having regard to available budget. All management contracts require the contractor to provide
  consumables (toilet paper, cleaning products, own office needs etc.). Noosa River Caravan Park contract requires
  site manager to undertake minor maintenance activities.




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