Government Community Satisfaction Survey) 2016-2017 Annual City Plan Actions 2016-2017: Gross Expenditure $ G21 contribution 463,390 Gender Equity Framework 40,000 Priority: Efficient and customer focused organisation Our goal is to be a customer-focused organisation that considers the perspective and customer’s delivers efficient and effective services to meet the growing needs of our community. This is underpinned by our Customer Service Commitments and Customer Service Strategy. We are committed to: A culture. ‘can do’ Delivering our services with integrity and simplicity in a convenient way. Being responsible and timely in responding to the community. Using technology effectively to improve business functions and deliver benefits to the community. Providing efficient and value for money services and programs. Ensuring programs and services meet the current and future needs of the community. Progress indicators: Type of indicator Indicators Target Percentage of correspondence responded to within 10 D 80% working days Equal to or less than D Average total connect time (seconds) previous year D Percentage enquiry resolution (resolved at point of contact) 80% Customer Service Index getting through (60 per cent time Equal to or greater than – D to live operator, 40 per cent greeting skills) the previous year Customer Service Index service delivery (50 per cent Equal to or greater than – D manner, 50 per cent enquiry resolution) the previous year Meet or exceed Community satisfaction with customer contact (Local D Victorian Council Government Community Satisfaction Survey) average D Percentage of Requests for Service (RFS) completed on time Greater than 85% Meet or exceed Overall community satisfaction with Council performance D Victorian Council (Local Government Community Satisfaction Survey) average Percentage of building applications processed within D Greater than 80% timeframe Percentage of planning applications (DA) completed within 60 D Greater than 80% statutory days Community satisfaction rating for overall performance in town Meet or exceed D planning policy and approvals (Local Government Community Victorian Council
Government Community Satisfaction Survey) Annual City Plan Actions 2016-2017: 2016-2017 Gross Expenditure $ G21 contribution 463,390 Gender Equity Framework 40,000 Priority: Efficient and customer focused organisation Our goal is to be a customer-focused organisation that considers the customer’s perspective and delivers efficient and effective services to meet the growing needs of our community. This is underpinned by our Customer Service Commitments and Customer Service Strategy. We are committed to: A ‘can do’ culture. Delivering our services with integrity and simplicity in a convenient way. Being responsible and timely in responding to the community. Using technology effectively to improve business functions and deliver benefits to the community. Providing efficient and value for money services and programs. Ensuring programs and services meet the current and future needs of the community. Progress indicators: Type of indicator Indicators Target D Percentage of correspondence responded to within 10 working days 80% D Average total connect time (seconds) Equal to or less than previous year D Percentage enquiry resolution (resolved at point of contact) 80% 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 D Customer Service Index – service delivery (50 per cent manner, 50 per cent enquiry resolution) Equal to or greater than the previous year D Community satisfaction with customer contact (Local Government Community Satisfaction Survey) Meet or exceed Victorian Council average D Percentage of Requests for Service (RFS) completed on time Greater than 85% D Overall community satisfaction with Council performance (Local Government Community Satisfaction Survey) Meet or exceed Victorian Council average D Percentage of building applications processed within timeframe Greater than 80% D Percentage of planning applications (DA) completed within 60 statutory days Greater than 80% D Community satisfaction rating for overall performance in town planning policy and approvals (Local Government Community Meet or exceed Victorian Council
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