Service Level Catalogues(PDF, 3MB)

           ACTIVITY                                           SERVICE LEVEL TARGET
                                    Dog pick-up                    Same day or next            28 days
                                                                   working day
                                    Animal registration            At point of contact         7 days
                                    Dog waste disposal bags        Next working day if         5 days
                                    refills                        resources available
                                    Stock on roads                 Immediately                 Up to 20 days
                                    Cat cage loan request          Same day of enquiry         5 days
                                                                   information is provided

Local Laws (other)
(Education & compliance for general local law matters, complaint management, investigations & prosecutions for
overgrown land, illegal camping, abandoned vehicles, regulatory signage, littering & dumping, unauthorised
commercial use of public land etc.)
Availability                        Daily.

Proactive inspections/patrols       7 days per week based on a variable roster.
                                    Scheduled early and late patrols – approx. 12 hours per week includes illegal
                                    camping.
                                    Focus on high activity areas as well as current problem hot-spots.

Reactive work (customer             Issue                          First response              Time to complete
requests)                           Abandoned vehicle              If in dangerous location    20 days
                                                                   same day otherwise
                                                                   48/72 hours
                                    Overgrown land                 7 days                      60 days
                                    Illegal Camping                Within 24/48 hours          7 days
                                    Unauthorised use of public     If a serious issue –        3 days
                                    land complaint                 immediately
Parking – Regulated Areas
(Education & compliance for parking in regulated areas, patrols, complaint management, investigations and
prosecutions)
Availability                       Daily – generally between hours of 8 am and 5 pm (peak parking demand
                                   period).
                                   Emergencies only – after hours (e.g. hazard/safety issue)

Proactive inspections/patrols       7 days a week
Reactive work (customer             Issue                          First response              Time to complete
requests)                           Parking –                      Immediate (working          24 hours
                                    dangerous/unsafe situation     hours)
                                    Parking complaint              Within 48 hours             10 days


KEY SERVICE METRICS
Measure                                                          Metric         Benchmark Comparison
Percentage of regulated dogs compared to total dog
registrations

2018/19
                                                                 2018/19        2017/18       2016/17
Regulated Dogs (Dangerous & Menacing) = 13 /
total registered dogs = 7,446                                     0.17%          0.15%         0.15%

Percentage of parking infringements waived compared
to total number of tickets issued

2018/19                                                          2018/19        2017/18       2016/17
Parking tickets written off/ withdrawn = 894 /
total parking tickets issued = 12,153                              7.3%            7.7%          5.0%