2015-11-10 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                               10 NOVEMBER 2015


Our Customers
 The total number of customer requests received by Council remains on a slight upward trend
   in the long term with slightly more customer requests per month in July and August than at
   the corresponding time last year.
 Council will recall that in previous KPI reports, the level of sign off of completed CRMs
   (customer request management system) was quite low. More work has been done at the
   management level in “drilling down” within the overall statistics. What was found was that:
   (i) our system had some target dates for response to customers as zero days meaning that
         even if the customer request was finalised in 1 day, it was shown as not being
         completed within target date;
   (ii) there are a significant number of CRMs which have been completed but were “signed
         off” in the system meaning that they were being reported as overdue even though they
         were completed; and
   (iii) some of the system reporting was extracting the initial response date to the customer as
         the date upon which a request had to be resolved (for example, we require same day
         initial response to a dog attack but it may take longer to investigate, take statements and
         issue a prosecution).
 The Executive Officer is working through the above issues to improve customer response
   reporting. My expectation is that the reported statistical result will improve significantly in the
   second quarter.
 Both the Director Planning and Infrastructure and Director Community Services have
   reported to Council about actions to improve the timing of responses to CRMs particularly in
   relation to dogs, waste bins, road/traffic issues and trees.
 The average wait time for our customers when phoning Council continues to improve over
   time and our month to month performance is better than last year. However there continues
   to be some months where the target of an average of 1 minute is exceeded (rates, kerbside
   pickup and dog registration calls were high in August and September). The month of July
   saw our best phone performance since we began keeping statistics. Our frontline customer
   service staff continue to provide exceptionally good service.
 Customer indicators for processing times for various types of development applications have
   remained constant over the 3 month period with MCUs being the type of application which
   generally has the lowest percentage of completion times meeting statutory timeframes. On
   average, 80% of all applications are processed within statutory timeframes.



Previous Council Consideration

Nil.


Finance & Risk

Nil.




                                                                                    Page 173 of 201