3000 kb - Mid Western Regional Council - NSW Government

More documents

Recommendations

Info

Customer Relations This section of the Plan outlines Council's intentions in customer relations to ensure its customers are satisfied with the sewerage service provided. In the area of customer relations the aim is to maintain good customer relations through the provision of a quality service, keeping customers informed of Council’s intentions, and responding to customer and community needs. Council believes it operates a service that is reliable, has good quality water and provides a quick response to problems with the system. Customer satisfaction can be measured in a variety of ways to give a valid indication of the extent to which customers feel satisfied with the type, quality, cost and performance of service provided. Keeping customers informed is agreed by Council to be important for good customer relationship. Methods employed include: • Council’s Community Newspaper; • Being responsive to customer needs; • Town and village forums held throughout the Region; • Public forums at Council meetings; • Council website; • Published levels of service; and • Annually report on achievements, performance etc Adherence to the published Levels of Service is important and advance notification of any planned failure to comply with the levels of service should be given wherever possible. Performance monitoring and reporting is very important for updating and review of the Strategic Business Plan. In order to carry out Council’s mission to focus on the community expectations, a level of communication is required so that the community is satisfied that the Council’s decisions are responsive to their needs. A complaints record system does exist and Council intends to implement a customer focussed, socially responsive communications system for service provision issues. The Council will record problems and complaints and analyse them to identify where conditions are deteriorating. Actions will then be taken to improve these situations. Council has identified the following issues vis a vis customer relations: • Documenting customer relations procedure • Annual customer satisfaction survey Page 50 Part B - Strategic Plan Mid-Western Regional Council Strategic Business Plan for Sewerage
Objective 5: Customer Relations Provide a high level of customer satisfaction with reduced level of substantiated complaints and keep the customers informed of significant issues Performance Targets Implement new customer service request system by September 2008 Conduct annual customer satisfaction survey Strategies Continuous improvement of customer service mechanism Ensure levels of service are met Objective 5: Actions Start End Responsible Strategy 1 Cost $000 Implement Ongoing Implement new customer request system July 2007 Sep 2008 MTS NAE Document procedures for receiving customer requests during working hours and after hours July 2008 Sep 2008 MTS NAE Customer education Ongoing MWCW 1 Monitor complaint reports Ongoing MWCW NAE Staff training Ongoing BMS Refer to Objective 11: Human Resources Strategy 2 Publish statistical information in Annual Report Conduct customer satisfaction survey Annually (Nov) Annually (August) MWCW NAE MWCW 3 Mid-Western Regional Council Part B - Strategic Plan Page 51 Strategic Business Plan for Sewerage
Page 1:
Strategic Business Plan for Sewerag
Page 4 and 5:
Strategic Business Plan for Sewerag
Page 6 and 7:
Service Provision .................
Page 9 and 10:
Mid-Western Regional Council Strate
Page 11 and 12:
Summary of Levels of Service Improv
Page 13 and 14:
Objectives Key Result Area Objectiv
Page 15 and 16: Summary of Projected Financial Posi
Page 17 and 18: Introduction Why This Plan Has Been
Page 19: Structure of the Plan The strategic
Page 22 and 23: Page 6 Part A - Operating Environme
Page 24 and 25: The implications of Council’s vis
Page 26 and 27: In expanding Council’s vision for
Page 28 and 29: Page 12 Part A - Operating Environm
Page 30 and 31: Assets Summary Mid-Western Regional
Page 32 and 33: Figure 2 - Map of Mudgee Sewerage S
Page 34 and 35: Figure 4 - Map of Rylstone Sewerage
Page 36 and 37: Future Development Growth Projectio
Page 40 and 41: Levels of Service - Sewerage DESCRI
Page 48 and 49: Page 32 Part B - Strategic Plan Mid
Page 50 and 51: Service Planning There is a relatio
Page 54 and 55: Levels of Service Review The Levels
Page 56 and 57: Areas Serviced This section of the
Page 58 and 59: Objective 2: Areas Serviced To prov
Page 60 and 61: Trade Waste Management The treatmen
Page 62 and 63: Objective 3: Actions Start End Resp
Page 64 and 65: Developer Charges Developer Charges
Page 68 and 69: Community Involvement This section
Page 70 and 71: Objective 6: Community Involvement
Page 72 and 73: Council effectively addresses follo
Page 76 and 77: The Plan should identify both curre
Page 78 and 79: Operations Plan Figure 8 - Operatio
Page 80 and 81: Objective 8: Operations Develop ope
Page 82 and 83: Maintenance Plan needs to consider
Page 84 and 85: Capital Works Figure 10 - Capital W
Page 88 and 89: Figure 11 - Mid-Western Council Org
Page 92 and 93: Objective 12: Finance Maintain soun
Page 94 and 95: Page 78 Part C - Detailed Informati
Page 96 and 97: Model Description The financial mod
Page 98 and 99: Assumptions and Limitations The pro
Page 104 and 105: Figure 13 - Detailed Recurrent Cost
Page 106 and 107: Figure 16 - Sewerage Capital Works
Page 108 and 109: The borrowing outstanding is expect
Page 110 and 111: Figure 20 - Sensitivity of Typical
Page 114 and 115: The following options exist: Amalga
Page 116 and 117:
The various institutional arrangeme
Page 118 and 119:
Council has considered various meth
Page 120 and 121:
Disadvantages • The co-ordination
Page 122 and 123:
Appendices Mid-Western Regional Cou
Page 124 and 125:
Page 126 and 127:
Independent Pricing and Regulatory
Page 128 and 129:
The Act is administered by the Mini
Page 130 and 131:
Other Government Initiatives Effici
Page 132 and 133:
Page 134 and 135:
Resource Managers These are the age
Page 136 and 137:
Stakeholder How to judge success Ho
Page 138 and 139:
Page 140 and 141:
MWRC Sewer Fund Financial Model - 2
Page 142 and 143:
Page 144 and 145:
Page 146 and 147:
Page 148 and 149:
Page 150 and 151:
Page 152 and 153:
Page 154:
show all

3000 kb - Mid Western Regional Council - NSW Government

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?