Customer Service Guarantee Quarterly Report: April – June 2015
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 / 27 / 8 / 4 / 1
Customer Responsiveness / We will answer 90% of calls to our Customer Service Centre within 30 seconds / 85.7% of calls were answered within 30 seconds / X / This was a busy period, with increased overall phone calls to Council. 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. / 99.8% of letters were responded to within 10 days / X / This is the highest score we have achieved for this target since the Customer Service Guarantee came into effect in January 2014.
If you email us at our central email address (), we will acknowledge your email within 1 working day and respond within 10 working days. / 100% of acknowledgement emails sent within 1 day.
95.7% of emails received were responded to within 10 days. / X / Staff across the organisation will be encouraged to continue to meet the target of responding to emails within 10 days.
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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). / There were 87 reports of uncollected bins in April, 66 in May, and 74 in June.
/ 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). / There were 34 reports of uncollected bins in April, 26 in May and 22 in June.
/ X
Damaged bins will be repaired within 3 - 5 working days of being reported to us. / There were 263 bins repaired in April (within an average of 1 day), 224 bins repaired in May (within an average of 1 day) and
253 bins repaired in June (within an average of 1 day).
/ X / In April, there were two instances where bins were not left out or were not in accessible locations, meaning repairs could not happen within the timeframe. In June, there was one bin that was not left out or was not in an accessible location. The target was 100% achieved in May.
Bins for a new or resumed service will be provided to an occupied premise within 2 working days of being requested. / The average delivery time in April was 1 day, in May it was 1 day and in March, it was 1 day. / X
Bins reported as missing will be replaced within 2 working days of being reported to Council / The average delivery time in April was 1 day, in May it was 1 day and in June it was 1 day. / X / The timeline was missed for four bins over this period. Two of these were due to errors. Two others were due to the requests coming in after the report had been finaliased for the day, resulting in the bins being collected on the third working day. We have changed and improved our process and procedures so that we flag any requests that come in after 4pm and ensure that we manually enter these requests into the next day’s run sheet.
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 Hard and Green Waste collection is taking place in August/September. / 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 / We received two reports of overfull street litter bins this quarter. One request was completed within the timeframe. The second request was received after 4pm and therefore was collected overnight by the litter bin crew.
We will investigate reports of litter and dumped waste on public land within one day of it being reported to us. / 99.12% achieved over the quarter / X / In June, two requests (out of 112 requests) were not responded to within the one day requirement. We have improved our monitoring of requests, so hope we can achieve a score of 100% in future.
Roads & Footpaths / Major potholes on Council roads that are assessed as urgent will be made safe within 24 hours. If assessed as non urgent, potholes will be temporarily made safe within 5 working days and repaired within 20 working days. / There were no major potholes reported in the quarter. Five potholes that were assessed as being non-urgent were completed within the timeframe. / X
18,000 m2 of footpaths will be upgraded each year. / 3,968 m2 of footpaths were upgraded this quarter, adding to the 3,058 m2 of footpaths upgraded in the first quarter of 2105. The amount of footpath works is expected to increase in the second half of the year, so we are still on track to meet this annual target. / X
Footpaths determined to be a tripping hazard will be made safe within 5 working days. Where Council assesses the footpath problem as urgent, it will be made safe within 24 hours. / 111 requests attended to with an average response time of 3.2 days per enquiry.
100% met the 5 day response time. / X
Trees / We will inspect every Council street tree at least once every two years and prune, if necessary. / The program for the quarter fell slightly behind: 98% of the program was completed. It is expected the annual target will be achieved this year. / X
We will plant a minimum of 1,000 new or replacement street trees per year. / The street tree replacement program began in June with 342 trees planted. It is expected that more than 1,000 trees will be planted. / X
We will plant in excess of 70,000 trees, shrubs and groundcovers in reserves each year. / The planting program has begun for the 2015 year, with 25,896 plantings completed. It is expected that more than 70,000 trees, shrubs and groundcovers will be planted. / X
Library Services / 40,000 new items will be added to the Monash Libraries' collection each year. / 14,574 additional items were added for the quarter. We are on track to achieve the annual target. / X
9,000 new items will be added to the Monash Libraries’ collection for culturally and linguistically diverse communities each year. / 2,784 additional items added for the quarter. We are on track to achieve the annual target. / X
Health / All restaurants, cafes and takeaway food shops will be subject to an inspection by an Environmental Health Officer at least once every 12 months. / For the quarterly period April to June 293 routine food inspections were conducted. As at the 30 June 2015, a total of 638 routine inspections have been conducted for the calendar year out of a total of 1263 required. This equates to 50.5% of premises inspected, which means we are on track to meet the annual target. / X
Graffiti / We will respond to reports of offensive graffiti within 4 hours of being notified (between the hours of 7.30am – 4pm, Monday-Friday), with the aim being to remove the offensive graffiti as soon as possible. / Eight instances of offensive graffiti, which were identified by staff, were removed in this period. / X
Parks & Open Space / We will visit all parks every two - six weeks (seasonal) to ensure that the grass is maintained and to identify, remove or report any situations of risk or threat to public safety. / Achieved. Parks were visited every one-six weeks. / X
We will inspect every children’s park playground either weekly or fortnightly (depending on their level of use) to ensure they are safe, clean and usable. / Achieved. All playgrounds were inspected within the timeframes in accordance with their level of use. / X
Animal Management / We will conduct a minimum of 20 hours of patrols of local parks per month. / Target was achieved, with 24.5 hours completed in April, 24 hours in May and 27 hours in June. / X
We will respond to complaints about animal nuisances, such as barking dogs within 3 working days. / Target achieved. In total 12 Barking Dog complaints were received, of which 33% were responded to on same day, 42% were responded to within 24 hours, and 25% were responded to within 72 hours. / X
We will respond to reports of dogs wandering at large and dog attacks within 24 hours. / 32 reports of dogs Wandering At Large and 17 dog attacks were responded to within 24 hours. / X
Community Amenity / Appropriate enforcement action will be taken within 3 working days on complaints regarding a Local Law (such as an overhanging tree, littering or obstructions on footpaths and roadways). / 99.5% complaints were responded to within 3 working days – 1,317 out of 1,323 were actioned within 3 working days. / X / The 0.5% shortfall reflects six complaints about overhanging vegetation. These complaints were matters whereby the associated risks were minor. These complaints were managed as a lower priority in the context of a number of competing demands and during periods when staff resources were limited.
Planning / 100% of ‘simple’ planning applications (as determined by the VicSmart application process) will be determined within 10 working days. / 100% decided in time.
Six (6) VicSmart applications were received during this period; all of which were decided within 10 working days. / X
80% of all other planning applications will be determined within 60 days. / Council decided an average of 77.6% of applications in time this quarter. / X / 73% of decisions were decided within 60 days in April, 79% were decided within 60 days in June and 81% were decided in 60 days in June.
This is a terrific result – the highest score Council has achieved for this target since the Customer Service Guarantee came into effect in January 2014. This has required a great team effort by Council’s planning staff and they are to be congratulated for rising to the challenge. They will remain focused on meeting the 80% target.
Community Care / We will respond within 2 working days to any priority 1 referrals for assistance (prioritised using priority of access guidelines). / The priority system has been removed and ALL 607 referrals in this period have been responded to within 2 business days, where the resident has been available to speak with. / X
We will provide all required delivered meals to every eligible Meals on Wheels client by 1pm. / 12,817 meals were delivered over this quarter, all of which were provided prior to 1pm. / X
We will respond within 1 working day to any emergency home maintenance request made by a recipient of Monash HACC services. / All of the 71 emergency home maintenance requests within this period have been responded to within 1 working day. / X
Maternal & Child Health / Every new child born to a Monash family will receive a home visit from a Maternal & Child Health nurse. / 491 new children were born to Monash families and 94% received a home visit from our Maternal & Child Health team. / X / The babies who did not receive a home visit during this period had either: remained in hospital after birth to receive specialised treatment, or they and their families had moved outside of Monash.
We will offer ten consultations to all Monash children aged 0-4 years, at key ages and stages. / There were 4,178 consultations provided to Monash children by Council nurses. These consultations were offered for each of the 10 key developmental ages and stages for children under 4. / X
Parking / We will provide parking permits within 5 working days of the receipt of a valid application. / 315 Residential Parking Permit applications and 786 Disabled Parking Permit applications were received for the period. / X / The Disabled Parking Permits were all issued within 5 working days of receipt of a valid application. However, Council did not issue Residential Parking Permits within the target timeline of 5 working days. This was because the issuing of new permits was put on hold as Council was expecting to introduce a new permit application process. During this time, all previous permits were honoured.
Recreation / We will deliver 99% of timetabled classes for group fitness, swim lessons, squads and multisport. / 99.93% of timetabled classes delivered / X
Communication / We will continually improve Council’s website and expand the functions that our community can perform online via our website (i.e. make payments, request Council services and provide feedback). / 100% achieved. On 30 April 2015, Council went live with a redeveloped website. The new website is user-friendly, no matter what device (smartphone, tablet or desktop) people are using. We will keep working to improve the website, including by expanding the number of payments and forms people can complete online. / X
We will produce 11 issues of the Monash Bulletin each year and every issue will be delivered to approx 67,000 households. / 100% achieved. Editions of the Monash Bulletin were produced and delivered to local households in each month (April, May and June) of the quarter. / X
We will report to the community on how we have performed on the targets set out in this guarantee on a quarterly basis on the Monash website and on an annual basis through the Monash Bulletin and Monash website. / 100% achieved. A report on Council’s performance against the Customer Service Guarantee for the April-June 2015 quarter was published on Council’s website in September 2015. / X