Customer Service 2014 Reports
On this page, you will find the quarterly reports and annual report for 2014, identifying how Council performed against its Customer Service Guarantee.
If you have any questions, please contact Jo Robertson, Executive Manager Communications and Customer Experience, on 0418 391 979 or at joanne.robertson@monash.vic.gov.au
Annual report card: 2014
Overall, Council achieved 25 of our 40 targets across the 2014 calendar year. We came within 3% of achieving an additional 10 targets.
Plans are in place to improve our performance in the five areas where we failed to achieve - or come within 3% of achieving - our targets. Importantly, our performance in all five of these areas has lifted since the first quarter of 2014.
We encourage you to continue holding us accountable to what we have promised.
Here is our annual report card in full:
Customer Service Guarantee - Annual Report Card 2014(PDF, 183KB)
Here are some highlights from our annual report card:
Exceeding our targets
These are three areas where we outperformed our targets in 2014:
- Footpath upgrades
In 2014, we upgraded 26,600m2 of footpaths, above our target of 18,000m2.
- Planting of street trees
We planted 1,719 new or replacement street trees. This was above our target to plant 1,000 street trees.
- Restocking libraries
We aimed to add 40,000 new items to our library collection. Instead we ended up adding 52,219 items.
On target
- Maintenance of parks
Each local park was visited every two - six weeks (depending on the season) to ensure that the grass was maintained, and to identify, remove or report any situations of risk or threat to public safety.
- Emergency requests
In 2014, we received 230 requests from elderly or disabled residents for emergency home maintenance works. All of these requests were responded to within one working day, which is our target.
Lifting our game
- Answering phone calls
Our target is to answer 90% of phone calls to our central phone number (9518 3555) within 30 seconds. By the end of 2014, we were achieving this target, with 91.4% of phone calls answered within 30 seconds during Oct -Dec.
- Emptying bins
We aim to empty overfull street litter bins in shopping strips within two hours of them being reported (during working hours). This target was 100% achieved from April 2014 onwards.
More attention needed
- Timeliness of planning decisions
Our target is to decide upon 80% of planning applications within 60 days. Our performance improved from 57% (of planning applications being decided within 60 days) in the first quarter of 2014 to 63% in the last quarter. We will continue to explore ways to improve.
Quarterly report: July - September 2014
Overall, our performance improved significantly compared to the previous quarter.
Customer Guarantee Quarterly Report (July – September 2014)
Here is a snapshot of Council's performance:
- 30 targets were achieved (and in some cases exceeded) — up from 26 targets last quarter
- 6 targets were close to being achieved (within 3% of achievement) — up from 4 targets last quarter
- 2 targets were not achieved — down from 6 targets last quarter
- 2 targets were not applicable — compared with 4 targets last quarter
Some of the specific areas where our performance improved included:
- We will respond to complaints about animal nuisances, such as barking dogs, within 3 working days (in this quarter, this target was 100% achieved whereas in the previous quarter it was achieved 95% of the time)
- We will investigate reports of litter and dumped waste on public land within one day of it being reported to us (in this quarter, the target was 100% achieved whereas in the previous quarter it was achieved 92% of the time).
There were two targets which Council failed to achieve or come within 3% of achieving. These were: responding to emails within 10 working days (achieved about 95% of the time) and deciding upon 80% of general planning applications within 60 days (achieved 73% of the time). Council will try hard to improve its performance on these two targets.
Quarterly report: April - June 2014
Overall, our performance improved compared with the previous quarter.
Customer Guarantee Quarterly Report (April – June 2014)
Here is a snapshot of Council's performance:
- 26 targets were achieved (and in some cases exceeded)
- 4 targets were close to being achieved (within 3% of achievement)
- 6 targets were not achieved
- 4 targets are not yet applicable.
Some of the specific areas where our performance improved included:
- We will respond to reports of overfull street litter bins in shopping strips within 2 hours of being reported, during work hours. (This was 100% achieved in the April-June quarter, compared with 83% achieved in the January-March quarter)
- 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. (This was 100% achieved in the April-June quarter, compared with 92% achieved in the January-March quarter)
- 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). (98% of complaints were actioned within 3 working days in the April-June quarter, compared with 87% in the January-March quarter).
- We will answer 90% of your calls to our Customer Service Centre within 30 seconds. (This was 87% achieved in the April-June quarter, compared with 84% achieved in the January-March quarter).
Quarterly report: January - March 2014
Council has produced its first quarterly report on its performance against the 40 targets in the guarantee.
Customer Guarantee Quarterly Report (Jan – Mar 2014), revised 19 May 2014
Here is a snapshot of Council's performance:
- 26 targets were achieved (and in some cases exceeded)
- 2 targets were close to being achieved (within 3% of achievement)
- 8 targets were not achieved
- 4 targets were not applicable during this quarter.