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

           ACTIVITY                                            SERVICE LEVEL TARGET

                                   Property re-visits (existing participants)            Service not currently offered,
                                                                                         may be done on as ad hoc
                                                                                         basis depending on
                                                                                         workloads.
                                   Management and updating of Enquire database           Ad hoc (as required)
Program – Voluntary Conservation Agreements
[Activities include managing enquiries, evaluation of applications, developing and managing agreements as well as
relationship management with landholders ]
Cyclic inspections/visits           Provision of advice on land management            Annual (minimum)
                                    techniques, arrange contractor quotes and a
                                    follow-up inspection of works carried out.
Scheduled work/activities           Administration of individual arrangements (e.g.   Six monthly
                                    authorisation of rate rebates and contractor
                                    works)
Reactive work                       Issue                                             Target days for completion
                                    New enquiries regarding VCA program               No defined service level –
                                                                                      generally respond within 5
                                                                                      business days.
                                    Information requests from existing participants   No defined service level –
                                                                                      generally respond within 5
                                                                                      business days.

KEY SERVICE METRICS
Measure                                                   Metric           Benchmark Comparison
 Environmental Partnerships Programs                          2018/19      2017/18      2016/17

 Volunteer rate per hour                                         43.02          41.72      40.47
 Volunteer total hours                                           5,443          5,055      4,646
 Economic value of volunteer hours                            234,158      210,899      188,036

 Cost of VCA program                                           31,736       34,672       33,780
 Cost of VCA program per ha                                    114.06           93.42      91.02

 Percentage of Shire with LFW agreements                        2.66%           2.69%     2.53%



PERFORMANCE INDICATORS
Service              Indicator               Performance Measure                 Methodology
Environmental        Satisfaction            Noosa community                     Community satisfaction mean
Partnership Programs                         satisfaction mean rating            performance rating from the LGAQ
                                             score compared to the State         Community Satisfaction Tracking
                                             mean rating score (out of           Survey for Provincial areas for:
                                             optimum rating of 5).
                                               NSC mean      State mean          Theme: Community Lifestyle Services
                                              rating (2019)      rating          Function: Environment Protection &
                                                                (2017)           Conservation

                                                  3.73             3.30




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