Service Level Catalogues

                               ACTIVITY                                          SERVICE LEVEL TARGET
Contract management & administration
[Activities include tender request & evaluation and contract management and administration]
Reactive work [customer              Complaints regarding the service      No defined service level – generally
requests]                                                                  dealt with in 10 business days
                                                                           depending on complexity.



KEY SERVICE METRICS
Measure                                                        Metric      Benchmark Comparison
 Return from Ferry operations excluding
 management and corporate overhead costs                    2018/19        2017/18        2016/17
 Net return                                                 387,689        420,164        455,837


 Rateable properties                                         30,500         30,000          30,000
 Return rateable property                                      12.71         14.01           15.19


 Crossings                                                  386,700        391,384        382,976
 Return per crossing                                             1.00          1.07           1.19

PERFORMANCE MEASURE
Service           Indicator                 Performance Measure            Methodology
Transport - Noosa Quality                   Percentage of time that        Contractor monthly reporting to include
North Shore Ferry                           service level has been met     outages, duration, cause and duration
                                            compared to contracted         2 ferries have been operating.
                                            hours

                                                       2018/19
continuous operation                                                       Cyclone Oma – closed 2 days
as per timetable – as                                   99%
stated in the contract

if more than 20
vehicles queued 2
                                                        100%               % informed by operator on monthly
ferries to be operating                                                    report