Service Level Catalogues(PDF, 3MB)

                                  ACTIVITY                                             SERVICE LEVEL TARGET
                                              year option. OM March 2021,
                                              Item 8, page 23

                                      Financial audit (spot check –               Annual
                                      additional to formal audit process)
                                      Contract management meetings 2              Not less than quarterly

 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.

3.Work is prioritised having regard to available budget. All management contracts are in process of transferring minor
 maintenance activities to the contractor. All provide consumables (toilet paper, cleaning products, own office needs
 etc.)..