Community planning services in Glenelg Shire Council : 1998-2005 ...

Did the council have appropriate management arrangements for the delivery of its planning services? 93
4.8.1 External surveys and feedback
2003 Best Value review
This review 43 identified that a range of performance indicators were needed
to address qualitative planning outcomes (discussed in Part 5 of this report).
It also gave valuable insight into the level of stakeholder satisfaction with
both the planning contractor and the council’s planning services.
Feedback from stakeholders indicated varying levels of support for
continuing the outsourced model of service delivery for planning services.
Some internal stakeholders (councillors and some council staff) and those
representing the interests of permit applicants were very satisfied with the
services provided. However, others (government agencies and other bodies)
considered that the planning processes and decisions did not reflect a
“balanced and participative approach to service delivery”. Areas where
improvements in the delivery of planning services by the planning contractor
were required included:
availability of the planning contractor to facilitate mediation proceedings
between objectors and developers prior to permit approval
recording and documenting of advice sought by council from relevant
authorities prior to permit approval
a better balance between development and other issues such as heritage
public notification of a greater proportion of planning applications prior to
the approval of permits.
Respondents identified the following as key strengths of the planning service:
expeditious processing and approval times
simple planning processes
level of expertise of the planning contractor
courteous and prompt service from the council’s customer service staff.
Our discussions with stakeholders included developers, engineers and other
clients in regular contact with the council’s contracted planner. Those
discussions further confirmed a high level of satisfaction with the council’s
planning services over the past 7 years. Again, the main reasons for
stakeholder satisfaction were timeliness, simplicity, expertise and customer
service.
43 J Harris 2003, Best Value Review of Statutory Planning Services, Glenelg Shire Council, Portland.