Key Strategic Performance Performance Target Activity Measure Resource Management (continued) Develop and implement a new Quantity: Proportion of total permanent staff 85% ≥ workforce plan in to attract continuing employment with Council each year. and retain quality staff Quality: Proportion of staff who are overall 85% ≥ satisfied or very satisfied with working at the city. Time: Approval of the new workforce plan within 31 Dec 2013 the required timeframe. Quality Service Implement the Continuous Quantity: The number of Council services that 15 Improvement program in order to have completed the scheduled continuous ensure Council is delivering improvement service reviews. effective and efficient services to the community Time: Development of agreed service standards 30 June 2014 for each service that has been reviewed. Implement the Customer Service Time: Service Excellence program completed 31 Mar 2014 Excellence Program to enhance within the required timeframes. frontline service delivery to community members Quality: Average time taken (in seconds) to 20 ≤ answer telephone call enquiries. Quality: Proportion of telephone calls with >70% enquiries resolved at first point of contact. Urban Development and the Environment Implement an on-line application Quality: Proportion of planning applications 90% ≥ process and reduce the time processed within 60 days. taken to process planning applications Quantity: Number of planning applications >500 received on-line. Cost: Difference between the actual cost of the <$0 on-line system and budget. Implement a targeted education Quality: Increase in the proportion of 2% ≥ program for residents to reduce diverted away from landfill from 2012/13 levels. the amount of waste diverted to landfill Quantity: attendance at the education >1000 programs undertaken. Implement an energy efficiency Quality: Reduction in CO² equivalent emissions 5% program to reduce Council’s from the council’s operations from 2012/13 carbon footprint levels. 3% Cost: Reduction in Council's energy from 2012/13 levels.
Key Strategic Performance Performance Target Activity Measure Resource Management (continued) Develop and implement a new workforce plan in to attract and retain quality staff Quantity: Proportion of total permanent staff continuing employment with Council each year. Quality: Proportion of staff who are overall satisfied or very satisfied with working at the city. Time: Approval of the new workforce plan within the required timeframe. ≥ 85% ≥ 85% 31 Dec 2013 Quality Service Implement the Continuous Improvement program in order to ensure Council is delivering effective and efficient services to the community Quantity: The number of Council services that have completed the scheduled continuous improvement service reviews. Time: Development of agreed service standards for each service that has been reviewed. 15 30 June 2014 Implement the Customer Service Excellence Program to enhance frontline service delivery to community members Time: Service Excellence program completed within the required timeframes. Quality: Average time taken (in seconds) to answer telephone call enquiries. Quality: Proportion of telephone calls with enquiries resolved at first point of contact. 31 Mar 2014 ≤ 20 >70% Urban Development and the Environment Implement an on-line application process and reduce the time taken to process planning applications Quality: Proportion of planning applications processed within 60 days. Quantity: Number of planning applications received on-line. Cost: Difference between the actual cost of the on-line system and budget. ≥ 90% >500 <$0 Implement a targeted education program for residents to reduce the amount of waste diverted to landfill Quality: Increase in the proportion of diverted away from landfill from 2012/13 levels. Quantity: attendance at the education programs undertaken. ≥ 2% >1000 Implement an energy efficiency program to reduce Council’s carbon footprint Quality: Reduction in CO² equivalent emissions from the council’s operations from 2012/13 levels. Cost: Reduction in Council's energy from 2012/13 levels. 5% 3%