ANNUAL REPORT 2007-2008 CITY OF GREATER GEELONG

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OUTSTANDING ACHIEVEMENTS In 2007-2008 the City of Greater Geelong received the following acknowledgements and awards for excellence and innovation in the delivery of a range of services and projects. Award Category Service Award CITY OF GREATER GEELONG ANNUAL REPORT 2007-2008 International ESRI International Special Award in GIS Technology Adoption Information Technology Department 2007 Australasian Reporting Awards Silver Award for distinguished achievement in reporting City of Greater Geelong Annual Report 2006-2007 National 2007 Meeting and Events Industry Award Convention Bureau/Tourist Organisation – Finalist Geelong Otway Tourism 2007 Meeting and Events Industry Award Commendation - Environmental Contribution Geelong Otway Tourism National Heart Foundation Local Government Award Programs that Promote Healthy Weight Healthy Beginnings Strategy (Family Services) 2007 Parks and Leisure Australia Planning Awards Winner - Regional Sports and Recreation Planning G21 Regional Sports Development Plan and Sport and Recreation / Regional Infrastructure Strategy Planning Institute of Australia – Planning Excellence Awards 2007 Commendation - Local Government Award Structure Plan Framework model and Bellarine Peninsula Strategic Planning Program Qantas Australian Tourism Awards 2007 Winner - Meetings and Business Tourism Geelong Otway Tourism State CFA Community Safety Award Winner Breamlea Fire Management Plan 2007 Melbourne Airport Victorian Tourism Awards Winner - Meeting and Business Tourism Geelong Otway Tourism 2007 Melbourne Airport Victorian Tourism Awards Winner - Visitor Information and Services Geelong Otway Tourism (The Geelong Visitor Information Centres) 2007 Melbourne Airport Victorian Tourism Awards Finalist – Specialised Tourism Services Geelong Otway Tourism (The Geelong Visitor Information Centres) Office Of Disability Bar None Awards Certificate of Recognition - Service to the Community Robert Macleod – Potato Shed 2007 Victorian State Government Awards Finalist - Communities that are becoming more child Portarlington Early Years Network and family friendly 2007 Victorian Crime and Violence Prevention Awards Gold Award for Excellence and Innovation in Crime Prevention Central Geelong Safety Program Victorian Coastal Awards for Excellence 2008 Finalist - Coastal Planning Coastal Planning Program Victorian Heart Foundation Local Government Award Programs that Promote Healthy Weight Healthy Beginnings Strategy (Family Services) Regional Alcoa Access Awards Community Inclusion Award Don’t Be a Couch Potato Project (Potato Shed) Geelong Advertiser Business Excellence Awards 2007 Winner - Powercor Government Funded Award City Learning and Care Centres Geelong Advertiser Business Excellence Awards 2007 Finalist - Attractions, Events and Services Award The Arena Geelong Advertiser Business Excellence Awards 2007 Finalist - Powercor Government Funded Award City of Greater Geelong Customer Service Team Regional Achievement and Community Awards Winner - Young People's Community Involvement Award Crash Course Productions 25
CUSTOMER SERVICE COMMITMENTS AND ACHIEVEMENTS With increasing community expectations of Council to deliver timely and proficient services and advice, customer service plays a pivotal role across the whole organisation. From Customer Service Centres, Leisure Facilities and Child Care Centres to Local Laws officers and our road maintenance crews, the commitment to providing exceptional service is a high priority for the City. In 2004 Council developed a set of customer service commitments with the goal of improving our relationship with our customers. These commitments detail how we will deliver excellence in customer service consistently across all parts of the organisation. Indicators to measure our performance against each commitment have been developed to ensure we fulfill our commitments. The 21 commitments are: Responsiveness > We will respond to telephone messages within one working day. > We will respond to telephone calls within five rings. > Correspondence received by mail and email will be responded to within 10 working days. Planning and other statutory correspondence will be responded to in accordance with legislative requirements. > We will meet corporate standards with all correspondence. > We will identify ourselves by name when responding to phone or face-to-face enquires. > We will make all reasonable efforts to supply all our services in a timely manner with priority assistance to customers affected by a public safety issue. > Customer Requests for Service will be actioned within defined service timelines. > We will provide a method of follow-up for Customer Requests. Access > Our Customer Service Line will be available for public safety issues 24 hours a day, seven days a week. > We will provide information that is current and in plain language. > We will offer a variety of payment methods. > We will be available for contact by phone, on-line, in writing and in person. > We will assist visiting customers within five minutes. Knowledge and Attitude > We will ensure information provided is up to date. > We will pro-actively explain processes and take personal responsibility. > We will act in a manner which is respectful to the public. Fair Treatment > We will balance individual needs with the direction of Council and resources available to achieve best community outcomes. > If we are unable to meet customer expectations we will explain why. > We will communicate and make available our privacy policy. Feedback > We will encourage customer feedback and view it as an opportunity to improve. > We will measure our performance on a regular basis to constantly improve our service. 26
Page 1 and 2: ANNUAL REPORT 2007-2008 CITY OF GRE
Page 3 and 4: THE YEAR’S HIGHLIGHTS Satyam Tech
Page 5 and 6: OVERVIEW Welcome to the City of Gre
Page 7 and 8: OUR HISTORY - FROM JILLONG TO GEELO
Page 9 and 10: THEN NOW Eastern Beach 6
Page 11 and 12: approaches to address key issues an
Page 13 and 14: Emily Benstead South Geelong Primar
Page 15 and 16: MESSAGE FROM THE CHIEF EXECUTIVE OF
Page 17 and 18: Port Phillip Bay Victoria Corio Bay
Page 19 and 20: Port Phillip Bay Port Phillip Bay P
Page 21 and 22: Port Phillip Bay Port Phillip Bay C
Page 23 and 24: PLANNING AND REPORTING FRAMEWORK Ho
Page 25 and 26: THE YEAR IN REVIEW At Council we pr
Page 27: The City of Greater Geelong commits
Page 31 and 32: Requests for Service In addition to
Page 33 and 34: COUNCIL FUNDING PRIORITIES Council
Page 35 and 36: SUMMARY OF FINANCIAL RESULTS FOR 20
Page 37 and 38: Loans Council took out a loan of $3
Page 39 and 40: Victorian Local Government Indicato
Page 41 and 42: BEST VALUE Council’s Best Value P
Page 43 and 44: COMMUNITY ENGAGEMENT The main purpo
Page 45 and 46: Consultation events 2007-2008 Depar
Page 47 and 48: Department Project Project Objectiv
Page 49 and 50: OUR PEOPLE The knowledge, skills, i
Page 51 and 52: VALUES AND BEHAVIOURS The City of G
Page 53 and 54: DIVISIONAL OPERATIONAL PERFORMANCE
Page 55 and 56: Development Sustainability Kate Sul
Page 57 and 58: Community Services Irene McGinnigle
Page 59 and 60: HUMAN RESOURCE MANAGEMENT Staff are
Page 61 and 62: STAFF PROFILE As at June 30, 2008 t
Page 63 and 64: EMPLOYEE EXCELLENCE AWARDS This pro
Page 65 and 66: OUR VOLUNTEERS Volunteering is inte
Page 67 and 68: CORPORATE GOVERNANCE To enhance com
Page 69 and 70: INTERNAL AUDIT The internal audit f
Page 71 and 72: Minutes of meetings of special comm
Page 73 and 74: COUNCIL APPOINTMENTS TO COMMITTEES
Page 75 and 76: THE PILLARS: HIGHLIGHTS AND ACHIEVE
Page 77 and 78: HEALTH AND WELLBEING Objective To h
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Health and Wellbeing - Outcomes Out
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Tamie Baljak Bell Park North Primar
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Jayco Bay Cycling Classic, Eastern
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Delivering on our Commitments: 2007
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Implementing the Local Action Plan
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Challenges Drought conditions in th
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TRANSPORTATION Objective To enhance
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Transportation - Outcomes Outcome M
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Bellarine Rail Trail 94
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Future Directions Main construction
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EDUCATION AND RESEARCH Objective To
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Education and Research - Outcomes O
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ARTS CULTURE AND HERITAGE Objective
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Arts, Culture and Heritage - Outcom
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TELECOMMUNICATIONS Objective To pro
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THEME 1: DEMOCRACY Objective To pro
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Challenges The objective to provide
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Best Value - Outcomes (Cont’d) Ou
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PILLARS - Key Strategic Activity Ta
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CITY OF GREATER GEELONG COUNCIL APP
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Kazuki Izumitani Ocean Grove Primar
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CITY OF GREATER GEELONG VICTORIAN L
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UNDERSTANDING THE FINANCIAL REPORT
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Standard Statements Basis of prepar
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CITY OF GREATER GEELONG STANDARD ST
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ANNUAL FINANCIAL REPORT CONTENTS FI
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CITY OF GREATER GEELONG BALANCE SHE
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CITY OF GREATER GEELONG CASH FLOW S
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CITY OF GREATER GEELONG NOTES TO TH
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CITY OF GREATER GEELONG COUNCIL APP
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Tiarnee Cornwill South Geelong Prim
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7 Cat Empire in Concert, The Geelon
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I Internal Audit 66 L Learning and
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CONTACT COUNCIL Many of the City’
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This Annual Report is printed on Mo
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ANNUAL REPORT 2007-2008 CITY OF GREATER GEELONG

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