Section Target Result Met or Within Not Target Not Yet Comment from relevant manager, where required Exceeded 3% of Achieved Applicable Target achieving Target Overall 32 6 2 0 Achievement We will answer 90% of Customer 73.88% of calls were X This was a busy period, with increased overall call numbers. However, calls to our Customer Responsiveness answered within 30 management and staff will continue to explore ways of meeting this target. Service Centre within 30 seconds seconds We will respond to your letter 99.67% of letters were X within 10 working days of responded to within 10 receipt. days If you email us at our central 100% of X email address acknowledgement (mail@monash.vic.gov.au), we emails sent within 1 will acknowledge your email day. within 1 working day and respond within 10 working 98.32% of emails days. received were responded to within 10 days. Waste Services Our household waste X collection service will not lead to more than 120 reports of uncollected bins per month. (this target is well above industry standards). Our household recycling X collection service will not lead to more than 60 reports of uncollected bins per month. (this target is well above industry standards).
Section Target Result Met or Exceeded Target Within 3% of achieving Target Not Achieved Target Not Yet Applicable Comment from relevant manager, where required Overall Achievement 32 6 2 0 Customer Responsiveness We will answer 90% of calls to our Customer Service Centre within 30 seconds 73.88% of calls were answered within 30 seconds X This was a busy period, with increased overall call numbers. However, management and staff will continue to explore ways of meeting this target. We will respond to your letter within 10 working days of receipt. 99.67% of letters were responded to within 10 days X If you email us at our central email address (mail@monash.vic.gov.au), we will acknowledge your email within 1 working day and respond within 10 working days. 100% of acknowledgement emails sent within 1 day. 98.32% of emails received were responded to within 10 days. X Waste Services Our household waste collection service will not lead to more than 120 reports of uncollected bins per month. (this target is well above industry standards). X Our household recycling collection service will not lead to more than 60 reports of uncollected bins per month. (this target is well above industry standards). X
customer-service-guarantee-report-july-september2015.docx