on footpaths and roadways). Planning 100% of 100% decided in time. X ‘simple’ planning applications (as Six (6) VicSmart determined by the applications were received VicSmart application during this period; all of process) will be which were decided within determined within 10 10 working days. working days. 80% of all other planning Council decided an X 73% of decisions were decided within 60 days in 79% were decided within applications will be average of 77.6% of 60 days in June and 81% were decided in 60 days in June. determined within 60 applications in time this days. quarter. This is a terrific result the highest score Council has achieved for this target since – the Customer Service Guarantee came into effect in January 2014. This has required a great team effort by Council’s planning staff and they are to be congratulated for rising to the challenge. They will remain focused on meeting the 80% target. Community Care We will respond within 2 The priority system X working days to any has been removed priority 1 referrals for and ALL 607 referrals assistance (prioritised in this period have using priority of access been responded to guidelines). within 2 business days, where the resident has been available to speak with. We will provide all 12,817 meals were X required delivered meals delivered over this to every eligible Meals quarter, all of which on Wheels client by 1pm. were provided prior to 1pm. We will respond within 1 All of the 71 emergency X working day to any home maintenance emergency home requests within this period have been responded to maintenance request made by a recipient of within 1 working day. Monash HACC services. Every new child born to Maternal & Child 491 new children were X The babies who did not receive a home visit during this period had either: a Monash family will Health born to Monash families remained in hospital after birth to receive specialised treatment, or they and their receive a home visit from and 94% received a home families had moved outside of Monash. a Maternal & Child visit from our Maternal & Health nurse. Child Health team. We will offer ten There were 4,178 X consultations to all consultations provided to
on footpaths and roadways). Planning 100% of ‘simple’ planning applications (as determined by the VicSmart application process) will be determined within 10 working days. 100% decided in time. Six (6) VicSmart applications were received during this period; all of which were decided within 10 working days. X 80% of all other planning applications will be determined within 60 days. Council decided an average of 77.6% of applications in time this quarter. X 73% of decisions were decided within 60 days in 79% were decided within 60 days in June and 81% were decided in 60 days in June. This is a terrific result – the highest score Council has achieved for this target since the Customer Service Guarantee came into effect in January 2014. This has required a great team effort by Council’s planning staff and they are to be congratulated for rising to the challenge. They will remain focused on meeting the 80% target. Community Care We will respond within 2 working days to any priority 1 referrals for assistance (prioritised using priority of access guidelines). The priority system has been removed and ALL 607 referrals in this period have been responded to within 2 business days, where the resident has been available to speak with. X We will provide all required delivered meals to every eligible Meals on Wheels client by 1pm. 12,817 meals were delivered over this quarter, all of which were provided prior to 1pm. X We will respond within 1 working day to any emergency home maintenance request made by a recipient of Monash HACC services. All of the 71 emergency home maintenance requests within this period have been responded to within 1 working day. X Maternal & Child Health Every new child born to a Monash family will receive a home visit from a Maternal & Child Health nurse. 491 new children were born to Monash families and 94% received a home visit from our Maternal & Child Health team. X The babies who did not receive a home visit during this period had either: remained in hospital after birth to receive specialised treatment, or they and their families had moved outside of Monash. We will offer ten consultations to all There were 4,178 consultations provided to X
customer-service-guarantee-quarterly-report-april-june2015.docx