Percentage of 80% Result was 76.3%, slightly correspondence below target however 4% D N responded to within ten increase on previous years working days result. Average total connect Equal to or Average connect time was 18 time (seconds) less than seconds, a slight increase on D previous N previous year but still below year the Council benchmark of 20 seconds. Percentage enquiry 80% 68% of calls where resolved at D resolution (resolved at N the point of contact. point of contact) Customer Service Equal to or The Index result for 2013-2014 Index - getting through greater than was 64, however this is not (60 per cent time to live the previous comparable to previous years D operator, 40 per cent year P results due to the inclusion of greeting skills) "timed out" calls in this year's figures. This result will form the baseline for future years . Customer Service Equal to or Index score was 97 compared Index - service delivery greater than to 95 in previous year. D (50 per cent manner, the previous Y 50 per cent enquiry year resolution) Community satisfaction Meet or Result was 73 which is on par with customer contact exceed with State wide average. D Victorian Y Council average Percentage of Greater than More than 92,000 RFS were Requests for Service 85% received with 86.4% completed D Y (RFS) completed on on time. time Overall community Meet or Result was 62, higher than the satisfaction with exceed State wide average. D Council performance Victorian Y Council average Percentage of building Greater than 89.6% of building applications applications processed 80% were processed within Y D within timeframe timeframe, a 6% increase on previous year. Percentage of planning Greater than 76% of planning applications applications (DA) 80% were completed within 60 days completed within 60 and whilst this was slightly D N statutory days below target, it was a significant improvement on the previous two years results
D Percentage of correspondence responded to within ten working days 80% N Result was 76.3%, slightly below target however 4% increase on previous years result. D Average total connect time (seconds) Equal to or less than previous year N Average connect time was 18 seconds, a slight increase on previous year but still below the Council benchmark of 20 seconds. D Percentage enquiry resolution (resolved at point of contact) 80% N 68% of calls where 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 P The Index result for 2013-2014 was 64, however this is not comparable to previous years results due to the inclusion of "timed out" calls in this year's figures. This result will form the baseline for future years . D Customer Service Index - service delivery (50 per cent manner, 50 per cent enquiry resolution) Equal to or greater than the previous year Y Index score was 97 compared to 95 in previous year. D Community satisfaction with customer contact Meet or exceed Victorian Council average Y Result was 73 which is on par with State wide average. D Percentage of Requests for Service (RFS) completed on time Greater than 85% Y More than 92,000 RFS were received with 86.4% completed on time. D Overall community satisfaction with Council performance Meet or exceed Victorian Council average Y Result was 62, higher than the State wide average. D Percentage of building applications processed within timeframe Greater than 80% Y 89.6% of building applications were processed within timeframe, a 6% increase on previous year. D Percentage of planning applications (DA) completed within 60 statutory days Greater than 80% N 76% of planning applications were completed within 60 days and whilst this was slightly below target, it was a significant improvement on the previous two years results
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