2017-08-08 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                               8 AUGUST 2017


Areas Rated as Being ‘Poor’ on Performance and which provide the greatest opportunity
for improvement
The following 7 responsibility/service areas (refer to Table 5) are identified as important to
residents but where Council’s performance in meeting expectations is below average. Further
review of these areas is desirable to ‘close those gaps’ between actual performance and what it
would be if it achieved the Optimum Score of ‘5’ or 100%. They have been selected on the basis
that their importance rating is at least 3.96 (on the border-line of ‘4’= ‘Important’), and their
performance is more than 1.5% below Average (where Average Total Performance Index is
73.2%). These elements can be considered as priorities for enhancement of overall performance
as they will lead to the greatest overall increase in the weighted performance indices.

Table 5 - Performance Improvement Targets




Public Opinion - Additional Questions developed by Council
Included in the survey were several additional questions developed by Council relating to
disaster management, existing services and communication channels. The findings from
responses to these questions are as follows:
   The majority of respondents (60%) had a disaster management plan in place for flood or
     fire however the opportunity exists to further increase awareness of the need to develop
     effective disaster management plans within the community.
   The majority of respondents obtain disaster event information from the radio followed by TV
     in a disaster event which reinforces the importance of utilising these communication
     channels, in addition to social media.
   A high majority of respondents (86%) preferred to maintain the balance between existing
     council services and council operating within its financial means.
   The preferred method by which respondents seek information from Council about a project
     or an issue is from customer service staff (50%), followed by Council’s website (30%), and
     local newspaper (21.5%) reinforcing the importance placed on Council’s customer service
     interface, functionality of Council’s internet site and media relations.




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