Service Level Catalogues

                                    ACTIVITY                                            SERVICE LEVEL TARGET
                                 • Enquiries / complaints                         No defined level of service – generally
                                   • In relation to Free Holiday Bus etc.         within 30 business days




 KEY SERVICE METRICS
 Measure                                                            Metric                     Benchmark Comparison
 • Free Holiday Bus Program                                                                    In development
   - Percentage increase in patrons from previous years.            41% Xmas 2018/19

 • Walk-and-Ride (Schools) Program                                  Xmas 2019/2020:
   - Percentage increase in patrons from previous years.            20% increase in
   - Percentage change in parent car parking demand                 patronage compared to
                                                                    previous year
 • Road safety improvements:
   - “Before” and “after” crash statistics, measured over           Xmas 2020/21:
     several years                                                  20% decrease in
                                                                    patronage compared to
 • Road congestion / capacity measures:                             previous year. Therefore
   - “Before” and “after” traffic counts, with on-going             maintained 2018/19
     monitoring over several years.                                 levels
   - “Before” and “after” Degrees of Saturation (DoS), with
     acceptable levels during Non-Holiday and (Holiday)
     periods:                                                       Under development in
     o Stop/Give Way – DoS 0.70 (DoS 0.80)                          conjunction with
     o Roundabout – DoS 0.70 (DoS 0.85)                             Transport Strategy
     o Signalised Intersection – DoS 0.70 (DoS 0.90)
   - Percentage of intersections exceeding acceptable               Under development in
       degrees of saturation                                        conjunction with
                                                                    Transport Strategy

                                                                    Under development in
                                                                    conjunction with
                                                                    Transport Strategy



 PERFORMANCE MEASURE
 Service            Indicator                  Performance Measure                Methodology
 Traffic Management Satisfaction               Noosa community satisfaction       Community satisfaction mean
                             4                 mean rating score compared to      performance rating from the LGAQ
                                               the State mean rating score        Community Satisfaction Tracking
                                               (out of optimum rating of 5).      Survey for Provincial areas for:
                                               NSC mean         State mean        Theme: Basic Services & Infrastructure
                                               rating (2019)    rating (2017)     Function: Traffic Management
                                                    3.40              3.45



1 Refer to Asset Responsibility Matrix for specific areas of responsibility

2 Maintenance and installation of Counters managed by Asset Management.        Some permanent counters have not
operated properly since 2014 limiting data collection capabilities and these are in the process of being reviewed.
3 Currently no arrangements in place to recover costs associated with traffic engineering staff undertaking these

assessments on behalf of Property Branch. Arrangements need reviewing to ensure equitable.
4 Traffic Management covers a broad area within Noosa Council, from general customer requests to road safety

investigations, to heavy vehicle permits, to travel behavior change programs – there can be significant variation in
satisfaction levels. As an example, a customer requests for infrastructure may be unsupported if it is dangerous or
unsuitable for the wider community, yet this decision may result in a dissatisfied customer. Whilst there are few other
measurements that can be used, caution should be used when analyzing satisfaction levels as a measure of
performance of traffic management issues.