2017-08-08 Services & Organisation Committee Agenda

BRANCH ACTIVITIES                         RECENT ACHIEVEMENTS                          CURRENT PRIORITIES                          THE NEXT QUARTER
Continual   CS      intranet    (iP@n)       Address training requirements              Issue reviews to business units of        Process improvement
improvements                                 Develop quiz calendar for CSO’s              current knowledge pages.                  Resolve open ticket regarding auto
                                             Review reporting within iP@N                                                             review in built system
                                             Plan and set up review regime of
                                               knowledge pages

New phone call system                        Working on issues around CSO’s             Investigate issues associated with        Bring WebChat online
                                               being able to set up and work on             Webchat incl. resourcing                  Continued    improvements with
                                               PureCloud     from   home without          Monitor Snap Send Solve impact on           system as new enhancements
                                               connection lag                               call centre once cross over happens         become available
                                             Email channelling from specific
                                               sources to PureCloud
Community      Satisfaction     Survey       Completion of Community Satisfaction       Report to council on findings of the
(Undertaken by the Director)                   Benchmarking Survey undertaken by            survey.
                                               Market facts QLD PTY LTD
Business as Usual activities                 Call volumes continue to increase on       Managing high call volumes and            Managing    expected      high   call
                                               previous years. end of financial year        increase Face to Face interactions          volumes due to Animal renewals,
                                               customer service had 65713 calls             due to Rates, compulsory Garden             Food license renewals and delivery
                                               present                                      Waste Bin                                   of garden waste bin to residents


Governance
Support the organisation with integrity      Progress     review   of Council’s         Finalise suggested updates to Code        Development and delivery of training
related matters                                Employee Code of Conduct with                of Conduct in consultation with HR          related to the integrity related
                                               emphasis on integrity items in                                                           updates to be made in the Employee
                                               consultation with HR.                                                                    Code of Conduct
Support Council’s    Audit and    Risk       Coordination    of    agenda  and          Co-ordinate development of internal       Coordinate Agenda for August Audit
Working Team                                   preparation of Governance and Risk           audit   scoping   documents     for         and Risk Committee Meeting
                                               related documents and reports for            Council’s 17/18 Internal Audits           Coordinate and track progress of
                                               Council’s Audit and Risk Committee           (Insurance Renewals and Strategy,           action items resulting from June’s
                                               Meeting of 16 June 2017                      Rates Revenue and Utility Charges           Audit and Risk Committee meeting
                                                                                            and Bank Reconciliation Processes)

Coordination of Council’s Business           Progress the development         and       Support Operational BCP Owners            Plan comprehensive formal business
Continuity Framework                           completion of BCP’s                          (ICT, Customer Service, Buildings,          continuity testing program with
                                                                                            Waste Recovery and Payroll) with            operational BCP owners.
                                                                                            implementing plans and developing         Review Master BCP in consultation
                                                                                            various testing exercises                   with the Leadership Team


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