2017-04-18 General Committee Agenda

GENERAL COMMITTEE MEETING AGENDA                                                     18 APRIL 2017


Our People
     Our WH&S performance continues to improve markedly.
     This time last year, our claim and incident statistics were significantly worse than our local
       government peers. We are now significantly better than our industry peers with our actual
       performance and the number of days lost from WH&S incidents now negligible. Due to the
       lag effect, it will take a year or two until we see a reduction in our WH&S premiums.
     Personal leave continues to reduce significantly from the high level in August but we still
       have periods where a strain of a flu might affect the organisation. We have just undertaken
       our annual program of flu vaccines for staff.

Our Customers
     The total number of customer requests received by Council remains on an upward trend in
       the long term. March 2017 was the busiest month since we were re-established. The
       number of calls from the recent storm would have contributed to this.
     However, with more requests coming in, the clearance rates for requests being finalised
       has dropped from past levels.
     The average wait time for our customers when phoning Council continues to improve with a
       new phone software system for frontline staff helping with the efficiency of delivering
       service.

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
   Requests for services which are lodged electronically (as a percentage of total requests)
     are hovering around 25%. This includes both the web based option and the use of Snap
     Send Solve. The goal is to get to 40%.

Previous Council Consideration

Nil.

Finance & Risk

Nil.

Consultation

External Consultation - Community & Stakeholder

Nil.

Internal Consultation

The details of each of the Operational Plan activities have been provided by relevant
Departments.

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