2020-02-11 Services and Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                               11 FEBRUARY 2020


2.   KEY PERFORMANCE INDICATORS

As Council would be aware, KPIs were first developed for our organisation at the beginning of
2014/15. 30 management KPIs were developed and 16 of those KPIs are reported to Council on
a quarterly basis. They are also reported to the Audit & Risk Committee in detail at each Audit &
Risk Committee meeting.

As far as the CEO is aware, we are one of the few Councils in Queensland to make this KPI
information available to the public via “non-confidential” reports. The KPIs are included in
Attachment 2.

The key issues arising from an assessment of the KPIs for the first quarter are as follows:

Our People
   In relation to Workplace Health and Safety, our Lost Time Injury Duration results have
     increased in the last quarter. We are still below the sector average for councils of our size.
     Our long term improvement with WH&S is reflected in the reduced LGW premium for
     2019/20 reversing the previous upward trend.
   Personal leave is back to acceptable levels following a spike in the winter months. We also
     continue to make progress in relation to the reduction of long-term annual leave balances
     and the median accrued annual leave is within our desired range. This is partly seasonal
     with many staff taking leave over the Christmas period.
   Our staff turnover was once again, high in the September quarter reflecting the “retirement
     quarter” effect i.e. staff who chose to retire during the year tend to do so shortly after 1 July
     for tax reasons. The December quarter saw us return to traditionally low staff turnover
     levels.

Our Customers
   Over the last few years, the total number of customer requests received by Council had
     been on an upward trend. However, over the last 6 months, we have seen statistics
     consistent with 2018/19. That month to month trend reflects what is happening e.g. issue
     of rate notices, dog registration renewals etc.
   Management of our frontline phone customers continues to be of a high standard with
     historically low wait times.
   The KPI for planning applications has been revised to better show the number and trend of
     applications decided within prescribed timeframes. Most types of applications are meeting
     the relevant timeframes but MCUs remain challenging due to the complex nature of many
     of those applications.

Our Finances
   Our financial KPIs measure solvency, investment performance and outstanding rates. All
     of these KPIs continue to be on track.
   Council receives a financial performance report at the end of each month which provides a
     more detailed analysis of Council’s financial position. Council receives a detailed report on
     Capital Works progress every quarter.

Our Systems and Processes
   The use of online services continues to grow year on year. The aspirational long term goal
     of 40% is within reach.


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