City Plan 2009 - 2013 - City of Greater Geelong

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Delivering City Plan Customer Focused Organisation Over the past five years we have worked hard to build a culture of listening, understanding and proactively responding to internal and external customer needs. Our goal is to continue to be a customer-focused organisation that considers the customer’s perspective and to maximise customer satisfaction. This is underpinned by our 21 Customer Service Commitments: 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 proactively 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 the 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. How we will measure our progress in achieving this outcome: Measure Target Percentage of correspondence responded to within 10 working days 100% Customer Service Index – Getting Through (60 per cent time to live operator, 40 per cent Greeting Skills) Greater than 85% Customer Service Index – Service Delivery (50 per cent Manner, 50 per cent Enquiry Resolution) Greater than 85% Average total connect time (seconds) Less than 30 seconds Community satisfaction with customer contact Increase from 2008 base 48 City Plan 2009-2013 | City of Greater Geelong Back to table of contents
Delivering City Plan Responsible Financial Management We will provide a sound financial basis that supports our strategic priorities and enables us to deliver services and infrastructure that will ensure the sustainability of our region into the future. How we will measure our progress in achieving this outcome: Measure Liquidity Working Capital Ratio Indebtedness Non-current Liabilities (borrowings) v. own sourced revenue (rate income) Underlying Result Operating surplus as percentage of total operating revenue Investment Gap Capital expenditure relative to depreciation Target Current Assets to Current Liabilities ratio between 1 and 1.5 Borrowing limit is no more than 60% of rate revenue Operating surplus is 1% of total operating revenue Capital expenditure ratio is 1.5 to depreciation Safe Work Environment We will provide a safe work environment by maintaining occupational health and safety (OHS) processes which meet and exceed current legislative standards and by continually providing OHS training to all our staff. How we will measure our progress in achieving this outcome: Measure Lost time injury frequency rate (number of lost time injuries per million hours worked) Number of reported workplace injuries Percentage of safety plan actions completed Total Days Lost (LTI) Total OHS training hours provided (number of persons receiving training x duration of training provided) Target < Decrease < Decrease 100% complete < Decrease > Increase Motivated and Skilled Staff We will encourage our staff to be motivated, well-trained and well-resourced to enable them to make informed decisions and to deliver efficient and effective services that benefit our community. How we will measure our progress in achieving this outcome: Measure Expenditure per EFT on training and development Staff absenteeism (percentage of hours paid) Turnover of permanent staff Overall staff satisfaction rating Target > Increase < Decrease < Decrease > Increase Back to table of contents City Plan 2009-2013 | City of Greater Geelong 49
Page 1 and 2: WWW.GEELONGAUSTRALIA.COM.AU City Pl
Page 3 and 4: Welcome to City Plan 2009-2013 The
Page 5 and 6: environmental action. The impact of
Page 7 and 8: Geelong is characterised by its bay
Page 9 and 10: Planning Framework Systemic Plannin
Page 11 and 12: Planning Framework Future plans for
Page 13 and 14: Planning Framework Balyang Sanctuar
Page 15 and 16: Our Councillors Our Council The Cit
Page 17 and 18: Our Councillors Cr John Doull Coryu
Page 19 and 20: Our Councillors Geelong’s positio
Page 21 and 22: Our Councillors The eastern edge of
Page 23 and 24: Our Councillors The Geelong Ring Ro
Page 25 and 26: Strategic Directions and Annual Act
Page 43 and 44: The Bellarine Rail Trail provides a
Page 45 and 46: Delivering City Plan The City commi
Page 47: Delivering City Plan The City’s s
Page 51 and 52: Delivering City Plan The City encou
Page 53 and 54: Budget 2009 - 2010 Infrastructure M
Page 55 and 56: Budget 2009 - 2010 Skilled Stadium
Page 57 and 58: Budget 2009 - 2010 Human Resources
Page 59 and 60: Back to table of contents The Bella
Page 61 and 62: Budget 2009 - 2010 Standard Stateme
Page 63 and 64: Budget 2009 - 2010 Standard Stateme
Page 65 and 66: Blue Waters Lake in Ocean Grove is

City Plan 2009 - 2013 - City of Greater Geelong

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