2016-07-18 General Committee Meeting Agenda

GENERAL COMMITTEE MEETING AGENDA                                                   18 JULY 2016


 There continued to be high levels of Customer Requests (CRMs) during the year with
   February 2016 having the highest total number of customer requests since we commenced in
   2014 (mainly rates and trees requests). In total, there were 17,015 CRMs lodged in 2015/16.
 The level of complaints about Council’s service to customers remains very low. Our KPIs
   show our completion rate of responding to CRMs is improving compared to previous years
   but can improve further. The main focus remains on our four most frequent customer
   requests (animals, garbage bins, tree requests and roads).
 Council adopted a Customer Service Charter during 2015/16 that sets out our expected
   standards for our customers.
 Council continued to receive outstanding feedback from the community about customer
   service and services provided to the community generally. The two areas that continually
   receive the most positive feedback were parks and gardens and frontline customer service.
   “I wrote to you guys yesterday about a pot-hole opposite our business. When we arrived for
   work today it was fixed! I'm absolutely gobsmacked. You guys are the greatest. Please give
   credit to those that had this fixed so quickly.”
   Customer phoned to say thank you to the team who trimmed the trees in Poinciana Ave – a
   job well done!
   “G'day Council, We're newly arrived in the area after 10 years in the UK and I just wanted to
   say it's great to see awesome communal resources like Cooroy library with so many great
   resources/events and a social enterprise coffee shop to top it off! Much appreciated.”
   “Thanks so much for the beautiful golden penda street trees … great work, as usual!”
 Our internal staff survey undertaken in May 2016 included details of our staff attitude to
   customer service. Pleasingly, that question receives one of the highest scores in the internal
   staff survey with almost 83% of staff identifying that they can resolve a customer’s issue to
   the customer’s satisfaction.

Corporate Plan Priority 3 – Community engagement and communication
We know that our community wants to be kept informed and we need to provide as much
information as possible via local media and to develop a better online presence. We will involve
the community in decision making on key issues affecting the future of Noosa.

Key achievements include:
 Council completed its second Community Jury in December 2015 and the Jury provided its
   report to Council on the future options for management of the Noosa River in early 2016.
   Council is now advancing those recommendations.
 Council has undertaken a number of meetings across our region to engage with our
   community. A formal Council meeting was held at Noosa Junction in October 2015.
   Councillors and staff have also held numerous meetings across the Shire on a range of local
   issues.
 The Project News updates were refined and published on a regular basis to provide
   information on capital works projects occurring in neighbourhoods.
 Our e-newsletter is continuing to be enhanced as it currently focuses on publishing links to
   press releases. There is more to do with this publication and enhancements are currently
   underway. The Libraries and Galleries e-newsletter continues to set the benchmark.
 Council’s website design and content is improving. The website is now mobile enabled,
   however the structure and presentation of information is still not as user friendly as it could
   be. The online services component (including online payments) is enabled but while usage is
   growing, it is still relatively low as a percentage of overall transactions. Technology One are
   developing more user friendly interfaces.
 Council’s social media presence significantly improved in the 2015/16 year. Council’s
   Facebook followers have increased to just under 4,000 and this medium has been particularly

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