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ANNUAL PERFORMANCE REPORT INCLUDING Q4 OPERATIONAL PLAN 2023-24 PROGRESS REPORT · Attachment 2 - Q4 Operational Plan Progress Report-KPI Graphs Final
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Attachment 2 KEY PERFORMANCE INDICATORS OUR PEOPLE Attachment 2 KEY PERFORMANCE INDICATORS OUR PEOPLE Measure Average Lost time injury duration Measure Council % of LGW Purpose Safety of the workplace Purpose Safety of the workplace 3.0% 40 2.62% 35 2.36% 2.15% 30 1.95% 2.0% 1.81% 1.77% 5 1.65% bo — 1.50% 1.24% 15 10 1.0% lial 5 i Juy Aug Sept Oc Nov Dec Jan Feb Mar Apr May = June co mum 2023/24 ———— 2022/23 —— 2021/22 ao" apt" 4038" ot 2018" 4018 oD" got" yo” ag > Commentary: Comment 1 injury is under investigation and with 3 LTI's during this quarter. Duration is 2.62%. A 0.26% increase in the LGW contribution was due to our membership defined as the average days lost per lost time injury. The formula is No. of work of group D councils in the scheme, and other members having larger than days lost / No. of lost time injuries. expected claim amounts increasing the group premium.
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OUR PEOPLE OUR PEOPLE Measure Staff turnover as a % of all positions temporary and permanent, (full time, part-time and casual). Purpose To track staff turnover over time and identify trends 22% 20.68% 20% 18.75% 18% 17.17% 17.05% 16% 14% 12% 10% 8% Ss 4% 2% 0% Sept Dec Mar June mms 2023/24 —— 2022/23 Comment At the fornight ending 07/07/2024 the turnover rate for permanent positions in the proceeding 12 months was an average of 12.7%. (This represents 46 resignations)
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OUR CUSTOMERS OUR CUSTOMERS Measure Number of requests received x month = ; Measure % of requests completed within target date x month Purpose —_Level of customer demand & whether service levels appropriate Purpose Indicator of whether service levels are satisfactory al 100% 3000 2750 2500 80% 2250 2000 1750 60% 1500 1250 40% 1000 750 500 20% 250 0 Juy Aug Sept Oc Nov Dec Jan Feb Mar Apr May June 0% @ All others @ Local Laws @ Parks July Aug Sept Oct Now Dec Jan Feb Mar Apr May June @™ Waste Management @™ Works Operations @ Environmental Health mm 2023/24 9 mee 2022/23 eee 2021/22 Comment The month of April recorded the 3rd highest number of requests lodged with Comment . . ; : Council while June recorded the lowest. Local Laws, Parks and Waste remain the The percentage of requests being completed on time has increased this quarter. top 3 business units receiving requests.
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OUR CUSTOMERS OUR CUSTOMERS Measure Average seconds of “wait™ time in phone queue Purpose Service timeliness / capacity to respond 60 50 40 30 20 10 0 Juy Aug Sept Oct Nov Dec Jan Feb Mar Apr May June Ma 2023/24 ——— 2022/23 —— 2021/22 Comment Average wait time remains under 60 seconds for this quarter.
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OUR CUSTOMERS OUR CUSTOMERS Total number of development applications Number of development applications decided decided within the statutory timeframe 35 100% 90% 30 80% 25 70% 60% 20 50% 15 40% 30% 10 20% o MeMD A TeREEDE ARERR WaH TRO GTRE ais a Jan-24 Feb-24 Mar-24 Apr-24 May-24 Jun-24 Jan-24 Feb-24 Mar-24 Apr-24 May-24 Jun-24 mw MCU mw RAL m MCU m RAL = DEW m Concurrency Agency Referral gw DBW mw Concurrency Agency Referral m Op Works wm Plan Seal = Op Works m Plan Seal = Minor Changes gi Minor Changes Commentary: COMASTENY: a ; Decisions made within timeframes are relatively consistent with the previous Development applications have been relatively static for most months . the quarter, with all MCUs decided within statutory timeframes except for May year but peaked at 94 in May. Additionally, 23 more development applications achieving 78%. were decided In Q4 compared to Q3.
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OUR CUSTOMERS OUR CUSTOMERS Total number of plumbing applications Number of plumbing applications decided decided within the statutory timeframe 25 w0% 90% 20 80% TO% 5 60% 50% 0 40% 30% 5 20% 10% oO l ov Jan-24 Feb-24. 0 Mar-24 = Apr24.— May-24 = Jun-24 a: RS Se A: ee m Domestic Sewered Application mw Domestic Non-Sewered Application mw Domestic Sewered Application = Commercial Applications mw Domestic Non-Sewered Application Commentary: Commentary: : Decisions made within timeframes are relatively consistent with the previous Plumbing applications decided increased by 6 in Q4 compared to Q3. quarter, with all Commercial Applications decided within statutory timeframes except for May achieving 94%.
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OUR FINANCES OUR FINANCES Measure Investment return 0.25% above benchmark (UBS Bank Bill index) Measure Rate arrears ratio <5% Purpose Performance of invested ratepayer funds Purpose §_ Measures the efficiency of Council's collection of rates and charges 1.6% b% 14% 1.2% 10% 1.0% 0.8% 0.6% 5% 0.4% 0.2% 0.0% 0% July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June mmm 2023/24 = 2022/23 mmm 2021/22 Mmmm 2023/24 ———= 2022/23 —— 2021/22 Comment Comment Interest rates and long-term bond rates are stable but may start to decline with Rates arrears are in line with performance for the previous 6 and 12 monthly cycles. inflationary pressures as such Council has invested surplus cash into higher yielding Where appropriate recovery action will be taken. term deposits to maximise returns on its cash holdings. Council has consistently achieved returns above target (0.25% above the Bloomberg bond rate June 2024: 4.36%).
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OUR FINANCES OUR FINANCES Measure Working capital ratio > 2 (times) Purpose Measures Council's ongoing solvency 8 6 4 0 July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June mms 2023/24 —— 2022/23 ———— 2021/22 Comment The working capital ratio is tracking above Council's target of 2 which indicates Council has strong liquidity so that we are able to meet financial obligations as they fall due. The decrease in ratio in September relates to the finalisation of the 2023 annual financial statements, where $24.6 million in contract liabilities where recognised in relation to the advance payment of capital grant programs, specifically the Queensland Reconstruction Authorities funding of disaster restoration projects resulting from the February 2022 flood event. As a result currently liabilities have increased considerably compared to current assets. As these capital projects are delivered, current liabilities will reduce resulting in an increase in Council's working capital ratio.
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OUR SYSTEMS & PROCESSES
OURSYSTEMS&PROCESSES Measure % of requests for service that were lodged electronically Measure % of payments made electronically Purpose Identif th of onli = Purpose __ Identify growth of online services 100% 60% 50% 80% 40% _ 30% 40% 20% 10% 20% 0% Juy Aug Sept Oct Nov Dec Jan Feb Mar Apr May June 0% @ Online requests @ Email {incl requests vie mobile applications) July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June Comment Comment - / This KPI includes all payments made to Council via electronic means (including BPAY, Online request lodgement has grown as an interaction channel for customer use, direct debit, via Council's website, at Australia Post outlets etc) with Snap Send Solve growing in popularity.