Progress indicators: Type of indicator Indicators Target Results Comments Percentage of correspondence 80% 72.8% of correspondence was responded X D responded to within ten to within timeframe. working days Average total connect time Equal to or less Average connect time was 18 seconds (seconds) than previous year which was on par with previous year. This includes the pre- recorded  D interactive voice response prompt which is played at the start of every connection. Percentage enquiry resolution 80% 70% of calls were resolved at the point of X D (resolved at point of contact) contact. Customer Service Index Equal to or The Customer Service Benchmarking – getting through (60 per cent greater than the Mystery Shopping research is no longer NA D time to live operator, 40 per previous year undertaken so results are not available cent greeting skills) for 2014-2015. Customer Service Index Equal to or The Customer Service Benchmarking – service delivery (50 per cent greater than the Mystery Shopping research is no longer NA D manner, 50 per cent enquiry previous year undertaken so results are not available resolution) for 2014-2015. Community satisfaction with Meet or exceed Result was 68 which was on par with the  D customer contact Victorian Council State average. average Percentage of Requests for Greater than 85% More than 91,641 RFS were received  D Service (RFS) completed on with 85.1% completed on time. time Overall community satisfaction Meet or exceed Result was 66 which was higher than the  D with Council performance Victorian Council State average. average Percentage of building Greater than 80% 78.4% of Domestic Building applications X D applications processed within were processed within timeframe. timeframe Percentage of planning Greater than 80% 81% of Planning Applications were  D applications (DA) completed completed within 60 Statutory days. within 60 statutory days Community satisfaction rating Meet or exceed Result was 55 which was on par with the  D for overall performance in town Victorian Council State average. planning policy and approvals average Community satisfaction rating Meet or exceed Result was 56 which was on par with the  D for overall performance with Victorian Council State average. planning and building permits average Target achieved X Target not achieved Progressing/awaiting data – – – 2014-2015 Business Plan Actions Action Status Project Server upgrade DataWorks (data management system) upgrade 4.03 Drainage design and construction program Implement change control and business transformations around new i integration communications system i Implement the new Information Services Strategy Kerb and channel renewal program Maternal Child Health IT system update
Progress indicators: Type of indicator Indicators Target Results Comments D Percentage of correspondence responded to within ten working days 80% X 72.8% of correspondence was responded to within timeframe. D Average total connect time (seconds) Equal to or less than previous year  Average connect time was 18 seconds which was on par with previous year. This includes the pre- recorded interactive voice response prompt which is played at the start of every connection. D Percentage enquiry resolution (resolved at point of contact) 80% X 70% of calls were resolved at the point of contact. D Customer Service Index – getting through (60 per cent time to live operator, 40 per cent greeting skills) Equal to or greater than the previous year NA The Customer Service Benchmarking Mystery Shopping research is no longer undertaken so results are not available for 2014-2015. D Customer Service Index – service delivery (50 per cent manner, 50 per cent enquiry resolution) Equal to or greater than the previous year NA The Customer Service Benchmarking Mystery Shopping research is no longer undertaken so results are not available for 2014-2015. D Community satisfaction with customer contact Meet or exceed Victorian Council average  Result was 68 which was on par with the State average. D Percentage of Requests for Service (RFS) completed on time Greater than 85%  More than 91,641 RFS were received with 85.1% completed on time. D Overall community satisfaction with Council performance Meet or exceed Victorian Council average  Result was 66 which was higher than the State average. D Percentage of building applications processed within timeframe Greater than 80% X 78.4% of Domestic Building applications were processed within timeframe. D Percentage of planning applications (DA) completed within 60 statutory days Greater than 80%  81% of Planning Applications were completed within 60 Statutory days. D Community satisfaction rating for overall performance in town planning policy and approvals Meet or exceed Victorian Council average  Result was 55 which was on par with the State average. D Community satisfaction rating for overall performance with planning and building permits Meet or exceed Victorian Council average  Result was 56 which was on par with the State average. – Target achieved X – Target not achieved – Progressing/awaiting data 2014-2015 Business Plan Actions Action Status Project Server upgrade DataWorks (data management system) upgrade 4.03 Drainage design and construction program Implement change control and business transformations around new integration communications system i Implement the new Information Services Strategy i Kerb and channel renewal program Maternal Child Health IT system update
8d2c344c1fe352d-Part%201%20-%202014-2015%20Annual%20Report.docx