JULY 2012 – MONTHLY ASSESSMENT

Emerging Issues Management Stream: M.PP – People & Performance

Measure JULY 2012 G.2.42 Achieve the cooperation and commitment of all workplace groups to involvement in consultation on OHS and accepting responsibility for identifying OHS issues and initiating preventative actions

Attention Required Monitor compliance with RAPs and MAPs by business unit management RAPs as generated by the OHS unit as monitored weekly. Outstandings are escalated as required.

Management Stream: M.ER – Regulatory Services

Measure JULY 2012

P.5.01 Develop,implement and maintain a licensing inspection program based on regulatory requirements

Attention Required 100 per cent of

scheduled Environmental Health annual inspections completed

66% completed. Inspections booked for early August to be completed.

P.5.01 Develop,implement and maintain a licensing inspection program based on regulatory requirements

Attention Required 60 per cent of annual

Trade Waste inspections completed

Schedule developed in July to commence in August.

2

Full Report

OFFICE OF THE CHIEF EXECUTIVE OFFICER Management Stream: M.PP – People & Performance Significant Activity : HRM.3 – Human Resources – Payroll Services

Measure JULY 2012 G.2.27 An accurate and efficient employee payroll system is maintained in accordance with statutory and legislative requirements

On Track (In Progress) 100 per cent compliance with monthly legislative remittances

Payroll staff have continued to achieve 100% compliance with monthly legislative reporting requirements.

On Track (In Progress) 100 per cent on time pay runs

Payroll staff have continued to achieve 100% success in paying GRC employees on time and within delegated timeframes.

Significant Activity : WPHS – Workplace Health & Safety

Measure JULY 2012

G.2.38 Improve OHS performance by reducing the incidence of injury and the time taken to return to work by 10%pa

On Track (In Progress) Track OHS statistics in line with AS 1885.1 Data for correct compilation now to received from payroll. Automatic forward tracking in line with AS

1885.1 to be developed.

Completed Outside of Target Report on LTIFR, average days lost, number of LTIs quarterly

3 new LTIs for July. Calculating on our true figures (and not LGW averages) and using the 12 months rolling (not just July) our LTIFR is 18.98 and our average days lost 19.5. Average days lost is significantly impacted by psychological injuries which have resulted in a high number of days lost per claim. LTIFR is less than our LGW Group average of 21.1 but it remains in excess of industry averages and needs to be reduced.

G.2.44 Raise the awareness of occupational disease issues and the need to control risks at the source by providing more easily accessible practical guidance to all employees

On Track (In Progress) Ensure relevant Take 5s are up to date and being completed as required

G.2.42 Achieve the cooperation and commitment of all workplace groups to involvement in consultation on OHS and accepting responsibility for identifying OHS issues and initiating preventative actions

Attention Required Monitor compliance with RAPs and MAPs by business unit management RAPs as generated by the OHS unit as monitored weekly. Outstandings are escalated as required.

3

CORPORATE & COMMUNITY SERVICES Management Stream: M.CR – Customer Relations Significant Activity : COPA.2 – Customer Service

Measure JULY 2012 G.1.05 Residents are serviced by accessible and efficient customer service branches, including a range of community and government services

On Track (In Progress) Number of customer

interactions undertaken at each administration/branch centre

11962 interactions across the 6 customer service branches with a daily average of 386. 78% of all transactions took place at the three branch centres located at Agnes Water, Boyne Island and Mt. Larcom. 84% of all enquires were answered in under 5 minutes.

On Track (In Progress) Average number of

telephone calls answered by customer service staff per day

7833 telephone interactions undertaken by staff rostered to the switchboard and overflow volunteers giving a daily average of 357 calls.

On Track (In Progress) Not less than 25 per

cent of telephone calls resolved by customer service staff without further escalation

7833 telephone interactions undertaken by switchboard staff and overflow volunteers. 27% of these calls were resolved at the first point of contact without referral to other staff.

G.2.13 An organisation-wide focus on customer service is cultivated

On Track (In Progress) 95 per cent of

Customer Service Requests completed within the defined service timeframe (10 days)

2192 Customer Service Requests were lodged during July. 88% of Customer Service Requests were completed within 10 days and 73% of these were completed in less than 5 days. Of the remaining completed CSR's for July, 4.65% were completed with 11-15 days, 1.73% were completed in 16-30 days. Only 5.66% remained uncompleted. Improved reporting and monitoring should see a dramatic improvement in these figures in the coming months.

Significant Activity : COPA.3 – Records Management

Measure JULY 2012 G.2.03 Destroyed or archived records undertaken in accordance with legislation and Queensland State Archives Retention & Disposal Schedules

On Track (In Progress) Compliance with

legislation and Queensland State Archives Retention & Disposal Schedules when destroying or achiving records

32 boxes destroyed in July (comply with legislation)

G.2.04 Registration of incoming correspondence into Council's records management system in an efficient and timely manner

On Track (In Progress) Completion of same

day processing of inwards correspondence by 95 per cent or higher

G.2.05 Capture of records by staff in Councils records management system

Number of documents

On Track (In Progress)

4

registered into ECM by all staff each month

11,136 documents registered by all staff during July

Management Stream: M.CW – Community Wellbeing Significant Activity : HSS – Community Wellbeing

Measure JULY 2012

G.3.13 An active volunteer program is supported, nurtured and promoted

On Track (In Progress) Number of Volunteer

vacancies advertised through the Gladstone Region Volunteer Program

Current active vacancies - 114

C.4.09 Gladstone Region residents are supported through the provision of an equitable and financially sustainable Community Wellbeing program

On Track (In Progress) Gladstone

Community Advisory Service Contacts 4,252

On Track (In Progress) Discovery Coast

Community Health Service Contacts 8,665

PLANNING & ENVIRONMENT Management Stream: M.DEV – Development Significant Activity : STAT.2 – Plumbing Services

Measure JULY 2012

P.5.06 Applications received by Development Services are processed within Statutory timeframes

Scheduled Action 100 per cent of

plumbing applications received processed within statutory timeframes

Reporting has already occurred in respect of the quantum of approvals, but a report in terms of processing times is pending.

Significant Activity : STAT.3 – Statutory Planning

Measure JULY 2012

P.5.06 Applications received by Development Services are processed within Statutory timeframes

Scheduled Action 100 per cent of

Material Change of Use and Reconfiguration of a Lot applications received processed within statutory timeframes

Reporting has already occurred in respect of the quantum of approvals, but a report in terms of processing times is pending.

5

Significant Activity : STAT.4 – Building Services

Measure JULY 2012

P.5.06 Applications received by Development Services are processed within Statutory timeframes

Scheduled Action 100 per cent of

building applications received processed within statutory timeframes

Reporting has already occurred in respect of the quantum of approvals, but a report in terms of processing times is pending.

Significant Activity : STAT.5 – Operational Works

Measure JULY 2012

P.5.06 Applications received by Development Services are processed within Statutory timeframes

Scheduled Action 100 per cent of

Operational Works applications received processed within statutory timeframes

Reporting has already occurred in respect of the quantum of approvals, but a report in terms of processing times is pending.

Management Stream: M.ER – Regulatory Services Significant Activity : EHC – Environmental Health

Measure JULY 2012

P.5.01 Develop,implement and maintain a licensing inspection program based on regulatory requirements

Attention Required 100 per cent of

scheduled Environmental Health annual inspections completed

66% completed. Inspections booked for early August to be completed.

P.5.02 Regulatory Services licence / approval applications processed and responded to within statutory timeframes

On Track (In Progress) 100 per cent

Environmental Health application responses delivered within statutory timeframes

15 applications assessed.

Significant Activity : TW – Trade Waste (Licencing)

Measure JULY 2012

P.5.01 Develop,implement and maintain a licensing inspection program based on regulatory requirements

Attention Required 60 per cent of annual

Trade Waste inspections completed

Schedule developed in July to commence in August.

P.5.02 Regulatory Services licence / approval applications processed and responded to within statutory timeframes

On Track (In Progress) 100 per cent Trade

Waste application responses delivered within statutory timeframes

3 new applications approved.

6