Heading Target Manager’s Response Met or Within Not Target Not Yet Comments from manager, where relevant Exceeded 3% of achieved Applicable Target achieving Target Damaged bins will be X January 3 requests did not meet the timeline as the bins were full and – repaired within 3 - 5 couldn’t be repaired/replaced until they had been emptied. working days of being reported to us, unless a March 6 requests were not completed within the time frame due to bins – customer requests a later not being left out for the bin maintenance officer or bins were full and delivery date. needed to be emptied to facilitate replacement. We will improve our processes to coordinate our actions with the residents concerned, to ensure that the bins are empty and available. Bins for a new or resumed The average X service will be provided to delivery time in an occupied premise January was 1.15 within 2 working days of days, in February being requested, unless a it was 1.21 days customer requests a later and in March, 1.03 delivery date. days. Bins reported as missing 100% achieved. X will be replaced within 2 The average working days of being delivery time in reported to Council. January was 1.11 days, in February it was 1.11 days and in March it was 1.09 days. Every year we will provide The Annual Free X one free hard waste Hard and Green collection for each Monash Waste collection household, as part of will take place in Council’s Annual Hard & August and September 2015. Green Waste Collection. We will clean every major Street Cleaning 100% achieved. X shopping strip 6 days per Services week. Residential streets will be cleaned on average, once every 5 weeks. We will respond to reports 100% achieved. X of overfull street litter bins in shopping strips within 2 hours of being reported (during working hours).
Heading Target Manager’s Response Met or Exceeded Target Within 3% of achieving Target Not achieved Target Not Yet Applicable Comments from manager, where relevant Damaged bins will be repaired within 3 - 5 working days of being reported to us, unless a customer requests a later delivery date. X January – 3 requests did not meet the timeline as the bins were full and couldn’t be repaired/replaced until they had been emptied. March – 6 requests were not completed within the time frame due to bins not being left out for the bin maintenance officer or bins were full and needed to be emptied to facilitate replacement. We will improve our processes to coordinate our actions with the residents concerned, to ensure that the bins are empty and available. Bins for a new or resumed service will be provided to an occupied premise within 2 working days of being requested, unless a customer requests a later delivery date. The average delivery time in January was 1.15 days, in February it was 1.21 days and in March, 1.03 days. X Bins reported as missing will be replaced within 2 working days of being reported to Council. 100% achieved. The average delivery time in January was 1.11 days, in February it was 1.11 days and in March it was 1.09 days. X Every year we will provide one free hard waste collection for each Monash household, as part of Council’s Annual Hard & Green Waste Collection. The Annual Free Hard and Green Waste collection will take place in August and September 2015. X Street Cleaning Services We will clean every major shopping strip 6 days per week. Residential streets will be cleaned on average, once every 5 weeks. 100% achieved. X We will respond to reports of overfull street litter bins in shopping strips within 2 hours of being reported (during working hours). 100% achieved. X
customer-service-guarantee-quarterly-report-jan-march-2015.docx