ANNUAL REPORT 2007-2008 CITY OF GREATER GEELONG

Best Value – Outcomes
Outcome Measure Target Source Target Achieved Comment
CITY OF GREATER GEELONG ANNUAL REPORT 2007-2008
Customer Service Community satisfaction with Annual Local Government ✓ There was a significant improvement
customer contact Community Satisfaction Survey in this measure in 2007-2008.
% of requests for service fulfilled CoGG RFS (request for service) Service level maintained despite an
within standard time
8% increase in requests compared
to 2006-2007.
% of correspondence fulfilled Corporate Records - Dataworks ✓
within 10 working days
% of calls answered within 5 rings Call Centre Manager Software ✓ 88% of calls were answered within
the required timeframe, which is
12% higher than the industry
average.
Workforce Management Employee satisfaction rate CoGG Employee Opinion Survey (i) The next employee opinion survey
will take place in 2009.
Staff absenteeism (% of hours paid) CoGG Empower Staff absenteeism has remained
consistent between 2.4% - 2.8% for
the past five years.
Financial Management Net debt Actual result favourable to budget. CoGG Financial Services ✓
Average rate increase (including % Increase to be less than or CoGG Financial Services ✓
Waste and Municipal charge) equal to Vic average Municipal Association of Victoria
% of net capital budget on new 30% CoGG Financial Services ✓
assets
% of net capital budget on 40% CoGG Financial Services ✕
upgrading assets
% of net capital budget on on 40% CoGG Financial Services ✕
asset replacement
Actual infrastructure maintenance 80% CoGG Financial Services ✓
to required infrastructure
maintenance
Key
() = maintain, () = increase, () = decrease, (✓) = target achieved, (✕) = target not achieved, (i ) = no new data available
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