ABOUT COUNCIL - Parramatta City Council - NSW Government

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HOW WE DELIVERED ON OUR CORPORATE STRATEGYCUSTOMER SERVICE9. IMPROVE STAKEHOLDER RELATIONSHIP MANAGEMENTKEY INITIATIVES RESULTS COMMENTDevelop business partnerships and corporate networksto encourage business development in ParramattaDevelop a focused media relationship strategyStrengthened relationships with Council’s core businesspartners in 2010/11, achieving targetCommunications and Marketing achieved targetSeptember 201010. EMBED A CUSTOMER SERVICE CULTURE INTERNALLYAND EXTERNALLYKEY INITIATIVES RESULTS COMMENTImplement an improved service standards and‘customer value chains’ as a result of Council’s ServicesReview, and include in business plansIncorporated in Council’s Customer Strategy. Targetwas March 2011Implement the new Community Engagement andCollaboration Delivery Model – ‘Community Voice’Achieved target of March 2011Develop a Council Customer Service Strategy Delivered final draft June 2011Implement a more effective and comprehensiveInternetAchieved target date of December 201062 PARRAMATTA CITY COUNCIL - ANNUAL REPORT 2010/11
BALANCED SCORECARD KEY PERFORMANCE INDICATORSCouncil continued to refine and implement its balanced scorecard of Key Performance Indicators during 2010/11.STRATEGICPRIORITYOBJECTIVE KEY PERFORMANCE INDICATOR TARGET RESULT COMMENTFINANCECUSTOMERS AND STAKEHOLDERSComplete Council’s capital worksprogram on time and within budgetKeep staff costs at or below latestbudgetMonitor latest forecasts and actual costsagainst the original budgetEnsure services expenses are at or belowlatest budgetGenerate business service revenue thatachieves or exceeds budgetCapital expenditure to forecast $38,526,000 $34,177,000Staff costs to forecast $70,976,000 $68,776,000Staff YTD costs to original budget $72,893,000 $68,776,000Services expenses to forecast $134,565,000 $131,007,000Business Service Revenue $31,781,000 $33,602,000$2.51 million of uncompleted works were carriedover to 2011/12 due to various circumstances,below our targetThe result was under budget due to savingsachieved and vacancies in some business unitsBudgeted costs were reduced throughout theyear, reflecting Services Review initiatives,implementation of new salary system and staffvacanciesSavings achieved in staff costs and other operatingexpensesBudgets were exceeded in areas including aquaticcentres, development activity fees and roadopening permitsImprove completion rate of servicerequests% of service requests completedwithin agreed service standardstimeframeTimely assessment of DAs % of DAs assessed within 40 days 75% 57%Enacting Council resolutions % Council resolution enactment 80% 85%80% 85% Exceeded our target completion rate by 5%Made progress on reaching the 75% DA assessmentin 40 days targetExceeded our target of 80% of Council resolutionsenactedIncreasing customer use of website Online usage by customers 60% 53%Building towards 60% target of customer use ofCouncil’s websiteImproving over-the-phone service% calls resolved, first point ofcontact80% 90%Achieved a pleasing 90% of calls resolved withouttransferPARRAMATTA CITY COUNCIL - ANNUAL REPORT 2010/1163
Page 2 and 3: WHAT WE DODeputy Lord Mayor, Counci
Page 4 and 5: PARRAMATTA AT A GLANCEPARRAMATTA’
Page 6 and 7: PARRAMATTA’S PROUD PAST• Home t
Page 8 and 9: YEAR IN REVIEW 2010/11Parramatta’
Page 10 and 11: HOW COUNCIL WORKSThe local governme
Page 12 and 13: HOW COUNCIL IS ORGANISEDOUR COMMUNI
Page 14 and 15: CORPORATE GOVERNANCECODE OF CONDUCT
Page 16 and 17: ACCESS TO INFORMATIONUNDER SECTION
Page 18 and 19: ENGAGING OUR COMMUNITYWELCOMINGFEED
Page 20 and 21: ADVOCATING FOR OUR COMMUNITYADDITIO
Page 22 and 23: THE STRATEGIC MANAGEMENT FRAMEWORKF
Page 24 and 25: HOW WE DELIVERED ON OUR CORPORATE S
Page 26 and 27: HOW WE DELIVERED ON OUR CORPORATE S
Page 30 and 31: BALANCED SCORECARD KEY PERFORMANCE
Page 32 and 33: HOW WE MANAGE OUR FINANCESSTRATEGIC
Page 34 and 35: ABOUT THESE RESULTSCapital Expendit

ABOUT COUNCIL - Parramatta City Council - NSW Government

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