2014-11-11 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                           11 NOVEMBER 2014


     Another customer KPI focuses on our call centre performance. While not yet able to
       extract data that shows the average wait time for phone calls, anecdotally, this is
       currently around 1 minute 15 seconds. The CEO has set a target of being less than 1
       minute average wait time. This has gradually improved over the last 5 months.
     Other customer indicators focus on processing times for various types of development
       applications. The current performance is quite good with special mention being made
       of Operational Works which is achieving 100% of applications being decided within 20
       business days.
     At a management level, the Leadership Team is monitoring the volume of customer
       requests, the number of customer requests that are past their target date for
       completion and the percentage of plumbing and building requests that are completed
       within prescribed timeframes.


Operational Plan Update

The attachments that set out details of progress are based on the adopted 2014/15
Operational Plan together with any unfinished issues carried forward from our initial 6 month
Operational plan. Attached are the updates for:

     Community Services;
     Planning and Infrastructure;
     Executive Office; and
     Corporate Services.

Key achievements in the first three month period for 2014/15 include:

     Waste strategy development well              Planning    scheme       amendments
       underway                                       referred to State for State interest
     Local law review process commenced             check
     Development of J website complete            Implementation of “Mobility Project” to
       and operational review of J underway           improve assessment management
     Cooroy Butter factor review underway           practices
     Audit Committee commenced                    Asset Management policy adopted by
     Position descriptions for all staff            Council
       reviewed                                     Series of service reviews are
     Commencement of Citizen Jury project           underway to improve operational
     Online     community       engagement          efficiency
       process goes live


Looking Ahead
The key focus in the second quarter is the focus on planning and design to get the capital
works program on track. This has previously been reported to Council.


Previous Council Consideration

Nil.

Finance & Risk

Nil.



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