2015-04-28 Planning and Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                    28 APRIL 2015


2.    THIRD QUARTER KPIS

The key issues arising from an assessment of the KPIs being reported to Council for the
third quarter are as follows:

Our People
   Sick leave taken is continued to be monitored closely and has shown significant
     improvement in the last 3 months. It is approximately 50% lower than 7 months ago
     although historically, sick leave is higher in winter months than summer months.
   Excess annual leave weeks accumulated continue to be at high levels. It was expected
     that this KPI would reduce significantly over the Christmas period as many staff took
     leave but while there was some decline with the number of staff with over 8 weeks
     annual leave, it has not been as significant as hoped. Some staff with large amounts
     of annual leave are currently on leave.
   In relation to WH&S, while the number of incident free days remains at or just below
     the benchmark during this period, the average duration of time lost due to injury is very
     high compared to other like Councils. This may be reflective of an older workforce
     where injuries can sometimes take longer to recover. More work needs to be done on
     our WH&S practices.
   The staff appraisal system will commence in the next quarter with a new performance
     planning system and training to be rolled out initially for internal staff.

Our Systems and Processes
   We monitor the organisation’s ability to implement the projects approved by the
     Council in the Operational Plan. The key operational plan projects have been
     highlighted in Part 1 of this report and a full copy of the Operational Plan report is
     available in the Councillors’ Room.
   We have a focus on improving our systems to allow more online transactions to enable
     our community to have 24/7 access to services for which the KPI shows an increasing
     trend. The number of online payments spiked in February due to the rates period.
   ICT system uptime remains strong.

Our Finances
   Our financial KPIs measure solvency, investment performance and outstanding rates.
     All of these KPIs continue to be on track. The current ratio is reflective of the timing
     with the recent finalisation of the rates period.
   Council receives a financial performance report at the end of each month which
     provides a more detailed analysis of Council’s financial position.

Our Customers
   The number of customer requests is on an upward trend with over 4,500 customer
     requests recorded in the 3 month period. This is the highest level of requests since we
     began keeping statistics. This 3 month period covered the February flood event, dog
     compliance program and rates period.
   Conversely, the level of sign off of completed CRMs (customer response management
     system) is at its lowest level. The Director of Infrastructure and Planning is reporting in
     this round of meetings about actions to improve the timing of responses to CRMs in
     that Department, particularly in relation to road/traffic issues and trees. The Director of
     Community Services will report in the next round of meetings about animals and waste
     services which are the other two major CRM issues. More work is being done at the
     management level in “drilling down” within the overall statistics.


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