2011-2012 Annual Report - Full Version - PDF - Palmerston North ...

How did we performLevels of ServicePerformance Measures Result CommentThe Council provides protection of buildings from internal flooding from major flood events.(Horizons Regional Council is responsible for protecting the City from the Manawatū River andMangaone Stream.)1. SatisfactionResidents’ satisfaction with the Council’s stormwaterservices is maintained or increased. The average ofthe last three surveys is 78%. (Communitrak)78% Survey done in November 2011.78% very or fairly satisfied and 6% neutralor don’t know.The Council provides an efficient collection and disposal system to minimise the impact of major stormevents on access through the City due to flooding.2. Flood ProtectionGreater than 98% of properties are protected froma 100 year flood event.3. ComplaintsMore than 90% of complaints are responded to ina timely fashion (i.e. urgent complaints respondedto within one hour; minor complaints within twohours and non-urgent within five working days).Target met Previous modeling indicates that theperformance measure was met with noreason for this to have changed.Target not met81% of complaints resolved and signed offon time.(11% urgent, 69% minor and 89%non-urgent.)These results use the resolution timerather than the measure requirementfor response as this is more meaningfulwith target resolution times for urgentwithin 9 hours, minor within 27 hours andnon-urgent within 45 hours.The Council provides monitoring of stormwater drains and response capability to minimiseenvironmental impact of contaminated discharges.4. ContaminationNo contaminated discharges that are likely to affectaquatic life or discolour water.Target metNo non-compliance notices were receivedby Council.The Council maintains and develops the stormwater system to meet the current and future needs in acost-effective way.5. Asset Management PlanA 20 year asset management plan is in place forStormwater. This plan is independently auditedby asset management consultants and is formallyreviewed at three-yearly intervals. The next reviewis due by June 2012.Target metThe Council manages its Stormwater Activity in a financially responsible way.6. Cost EffectivenessThe budget set by the Council is not exceeded.Target not metAudited Asset Management Plans wereadopted by the Council in April 2012 andare due to be reviewed in 2014.Stormwater services provided howeveroperating costs were higher than budget.What the Council Does StormwaterEnvironmentalSustainability...Palmerston North City Council Annual Report 2011/12107