2020-02-11 Services and Organisation Committee Agenda

 SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                   11 FEBRUARY 2020


BRANCH ACTIVITIES              RECENT ACHIEVEMENTS                                  CURRENT PRIORITIES                             THE NEXT QUARTER
Business as Usual activities      45 media releases prepared (as listed on           Support communications for Go                Publicity for finalization of
                                    Council’s website) compared to 47 in the             Noosa, Approved Advertising Devices            approved Advertising Devices
                                    previous quarter).                                   publicity                                      Local Law.
                                  17 media responses prepared on issues for          Produced a generic Service Club              Planning for the Australia Day
                                    general media plus handling a number of              video for Lions and Rotary for use             ceremony at the Pomona
                                    media enquiries.                                     across the Shire. This included                Majestic Theatre, due to
                                  Continued management of intranet home                finalising videos for each of the seven        unavailability of The J.
                                    page sliders and content development.                clubs.
                                  Assisted with marketing campaign to                Assist with the visit and promotion of
                                    promote reopening of Noosa North Shore               Qld Governor General in February.
                                    campground, Noosa River Plan
                                    engagement, and Wedding online Booking
                                    system.
                                  Delivered one successful Citizenship
                                    Ceremony in October.
Customer Service
Recruitment and Training          Cross training and development of CSO’s            Return to work plan and training for         Evolve QA program to assess
                                    into other business areas for greater                CSO’s returning after long leave.              calls and memo.
                                    exposure to processes via field trips with         A number of officers have applied for        Pending movements training may
                                    Civil Ops, Infrastructure Planning and               internal vacancies, pending outcomes           be undertaken for vacant
                                    Delivering.                                          recruitment of these roles may be              positions.
                                  Recruitment and Training of Casual CSO.              undertaken.                                  Develop succession plan and
                                  Training of key staff as part of progressions      QA program has seen continued high             training for key roles within team.
                                    planning undertaken.                                 level of accuracy in requests loaded.        Train new CIA request module
                                                                                                                                        for all customer service team.
Review of Branch Polices          Review of property and local law request           Review of waste other business unit          Review of test scripts in line with
                                    processes in line with Noosability project           request processes in line with                 Noosability project go live day.
                                    requirements.                                        Noosability project requirements.
Continual CS intranet (iP@N)      Continue review of iP@N, improvements              Review of recognition program for            Review and update pages
improvements                        made to quiz and announcements.                      feedback initiative, as well as review         affected by EOFY changes.
                                  1,871 knowledge pages updated.                       of iP@N knowledge pages and                  Update all links and processes
                                  148 feedback received from agents.                   processes.                                     after CIA request system
                                  Recent updates to system has improved              Review Rates pages and generate                implementation.
                                    functionality for administrator and agent            quiz in preparation for peak period.
                                    searching.                                           Update links in iP@N relating to new
                                                                                         website.


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