Customer Service 2015 Report
On this page, you will find the quarterly reports and annual report for 2015, 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 for 2015
In 2015, we achieved 31 of the 40 targets, an improvement on the 25 targets we achieved in 2014. We came within 3% of achieving an additional 6 targets.
Meeting our targets
Here are some of the 31 targets we achieved:
- Footpath upgrades
In 2015, we upgraded 20,440m2 of footpaths, above our target of 18,000m2.
- Removal of offensive graffiti
We removed all 33 instances of offensive graffiti within the target timeframe (within four working hours of being notified).
- Restocking of libraries
We aimed to add 40,000 new items to our library collection. Instead, we ended up adding 54,584 items.
- Animal management patrols
In 2015, our rangers patrolled local parks for 23.6 hours on average per month, above our target that a minimum of 20 hours of patrols be conducted per month.
- Home maintenance requests
We responded within one working day to all 252 requests from our Home and Community Care recipients for emergency home maintenance.
- Food inspections
Every restaurant, cafe and takeaway food shop in Monash was inspected by an Environmental Health Officer at least once over the 12-month period.
- Maternal and child health support
We met our target to offer 10 consultations (at key ages and stages) to every Monash child aged 0-4 years.
More attention needed
- Timeliness of planning decisions
Our target is to decide upon 80% of planning applications within 60 days. In 2015, 71% of applications were determined within 60 days. This was an improvement on the 2014 result (when 65.75% of applications were determined within 60 days) and we aim to keep improving.
- Answering phone calls quickly
Our target is to answer 90% of phone calls to our central phone number (9518 3555) within 30 seconds. In 2015, 83.3% of calls were answered within 30 seconds. While there has been an increase in the number of phone calls we receive, we are committed to meeting this target and are exploring ways to improve.
Here is the full:
Customer Service Guarantee - Annual Report Card for 2015(PDF, 302KB)
Quarterly report for July - September 2015
Council's overall performance improved in this quarter.
Here is a snapshot of Council's performance in this quarter:
- 32 targets were achieved (and in some cases exceeded) (up 5 points from the previous quarter).
- 6 targets were close to being achieved (within 3% of achievement).
- 2 targets were not achieved (compared with 4 targets in the previous quarter).
Council will look for ways to improve its performance against all measures that it failed to meet. In particular, Council will try to improve its performance against the 2 targets that were not achieved (and which Council did not come within 3% of achieving):
- Answering 90% of calls to our Customer Service Centre within 30 seconds (this target was achieved in 73.88% of cases in the July-September quarter).
- 80% of planning applications (except 'simple' planning applications) will be determined within 60 days. While this measure was not achieved, Council has significantly improved the timeliness of its planning decisions. In this quarter, Council decided an average of 75% of applications within 60 days, compared with an average of 65% for the 2014 year.
Here is the full:
Customer Service Guarantee Quarterly Report July - September 2015(DOCX, 40KB)
Quarterly report for April - June 2015
There were some positive signs of improvement in this quarter, although Council's overall performance fell slightly (compared with the previous quarter).
Here is a snapshot of Council's performance in this quarter:
- 27 targets were achieved (and in some cases exceeded) (down 1 point from January-March 2015).
- 8 targets were close to being achieved (within 3% of achievement).
- 4 targets were not achieved (compared with 2 targets in January-March 2015).
- 1 target was not applicable during this quarter.
The most positive sign of improvement was in the timeliness of Council's decisions on planning matters. More than 77% of planning applications were decided within 60 days, just short of the 80% target. This is a big improvement compared with the average for 2014, when 65.75% of applications were decided within 60 days. In the month of June 2015 alone, the target was met, with 81% of applications decided within 60 days. This is the best score Council has achieved for this measure since the Customer Service Guarantee was introduced at the start of 2014.
There was also a 5% improvement in Council's performance in responding to reports of litter and dumped waste on public land. We came within 3% of achieving the target of responding to all reports of litter and dumped waste within 1 day.
Council staff will focus on lifting our performance for targets we are not meeting. In particular, we will explore ways of improving our performance in:
- Answering 90% of calls to our Customer Service Centre within 30 seconds (this target was achieved in 85.7% of cases in the April-June quarter).
- Responding to emails from our community within 10 working days (this target was achieved in 95.7% of cases in the April-June quarter).
Here is the full:
Customer Service Guarantee Quarterly Report April-June 2015(DOCX, 41KB)
Quarterly report for January - March 2015
This report indicates there has been an improvement in Council's performance, compared with the same time last year.
Here is a snapshot of Council's performance in this quarter:
- 28 targets were achieved (and in some cases exceeded) (up from 26 targets in January-March 2014).
- 7 targets were close to being achieved (within 3% of achievement) (up from 2 targets in January-March 2014).
- 2 targets were not achieved (down from 8 targets in January-March 2014).
- 3 targets were not applicable during this quarter.
The two targets that were not achieved and that Council did not come within 3% of achieving were:
- We will investigate reports of litter and dumped waste on public land within one day of it being reported to us.
- 80% of planning applications (those not subject to the VicSmart application process) will be determined within 60 days.
Management and staff responsible for meeting those targets are exploring actions that could be taken to improve performance.
Here is the full:
Customer-Service-Guarantee-Quarterly-Report-Jan-March-2015(DOCX, 39KB)