2020-21 Level of Service Catalogue

                                                                                             SERVICE LEVEL
                                       ACTIVITY
                                                                                                 TARGET
Reactive activities              Enquiries/requests for placements (ad hoc)                20 business days
                                 Tertiary student placements [identifying placement        15 business days
                                 opportunities; placement partnering agreements and
                                 contract)
                                 Job placements, internships, holiday uni student          As opportunities arise
                                 placements, SEQ Council employee exchange
                                 Reporting to funding provider in relation to trainee      Quarterly
                                 employment programs


Human Resource Business Systems
[As module owner of all HR technology systems design, test and evaluate applications, participate in software
upgrades in conjunction with Information, Communications and Technology Branch and contribute to identifying
opportunities for continuous improvement of relevant business systems]
Scheduled activities            System upgrades T1 Modules – Payroll, MyHR               Twice yearly
                                (employee kiosk); Performance Management, online
                                recruitment and online learning etc.
                                Training system for generic corporate training           Review annually
                                                                                         (minimum)

                                 Change management and support for the                     2 business days
                                 implementation of new modules

Reactive activities              Enquiries/requests for assistance                         2 business days

                                 Training documentation and support                        2 business days


KEY SERVICE METRICS
Measure                                                      Metric         Benchmark Comparison
 Recruitment Costs                                           2018/19        2017/18  2016/17
 Positions advertised                                             98           112            76
 Recruitment advertising costs                                29,029        31,864        27,789
 Cost per position advertised                                 296.22        284.50        365.65

PERFORMANCE MEASURE
Service                          Indicator      Performance Measure                     Methodology
Customer satisfaction survey     Customer       Improvement from previous               Improvement from previous
(Corporate Services and          Satisfaction   performance                             performance
Executive Services 2017)

Staff Survey                     Customer           Improvement from previous           Improvement from previous
                                 Satisfaction         performance – out of 5            performance
                                                        2019 result – 4.09
                                                        2018 result – 4.03
                                                        2017 result – 3.84




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