2015-11-10 Planning & Organisation Committee Agenda

Page 180 of 201

OUR CUSTOMERS

Measure                                                                                                 Measure
Number of requests received x month                                                                     % of requests completed within target date x month
Purpose                                                                                                 Purpose
Level of customer demand & whether service levels appropriate                                           Indicator of whether service levels are satisfactory

 1750. =H                                       SS              TY                                       100% =            —        — —                              WAN      Ha.
 1500 +
                                                                                                          80%
 1250 +
 1000                                                                                                     60% 7
  750                                                                                                     40%
  500
                                                                                                          20%
  250 +
     0+       T     T      T     T     T      T     T      T     T      r     T     1                      0% +        r     T     T      T     T     r      T     T     T      T     T     7
                       x          RY                  ©             \                                                                      sv      o     oO                 \
        ys    pe?   oe     o     we    &       es   <2   we       se   RX     y?                                 ys    pe?   oe     o     w    Sod     y     <® we        es    we    y?
Comment                                                                                                 Comment
                                                                                                        Accuracy of data cannot be validated. Further analysis taking place.

Measure                                                                                                 Measure
Average seconds of "wait" time in phone queue                                                           % of planning applications decided within 20 business days
Purpose                                                                                                 Purpose
Service timeliness / capacity to respond                                                                Service timeliness
                                                                                                             0,  .
 120                                                                                                      100%

                                                                                                           80%
  90
                                                                                                           60%
  60
                                                                                                           40%

  30                                                                                                       20%

   0                                                                                                        0%
                      +     6   Wo              S     oe            S     os                                                July                      Aug                       Sept
       yp          POM          WoW                 '“g  we      ww           ys                           uMCU     uReconfiguration   wOp Works     Op Works (Veg)     PBA      mRAP    wTotal
        Ree)                             SL    SS     od                 BD

                                                                                                        Comment
                                                                                                        In July, 6 MCUs were decided in excess of 20 business days as they were reported to Council. In August, 6
                                                                                                        MCUs were decided in excess of 20 business days, with 3 due to negotiation with the applicant for changed
                                                                                                        plans, 1 reported to Council and 2 sited by officers due to workload. In September, 18 MCUs were decided
                                                                                                        with 9 being decided in excess of 20 business days. Of these 9, 6 were reported to a Council meeting.
                                                                                                        In August, of the 2 REC applications, 1 exceeded the time frame due to difficulties calculating the
                                                                                                        Infrastructure Charge while Infrastructure Charges Coordinator was on leave
                                                                                                        In July, 1 RAP was reported to a Council meeting.

                                                                Benchmark Is shown by red line, Previous year data Is shown by purple line

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