ABOUT COUNCIL - Parramatta City Council - NSW Government

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BALANCED SCORECARD KEY PERFORMANCE INDICATORSSTRATEGICPRIORITYOBJECTIVE KEY PERFORMANCE INDICATOR TARGET RESULT COMMENTCUSTOMERS AND STAKEHOLDERS (continued)OUR PEOPLEImprove customer contact service/reducewaiting timeCalls answered in 20 seconds 80% 77%Speed of answering calls is closing in on target of80%Manage staff turnover Permanent staff turnover 12% 15%Sick leave days taken 8.0 10.0Reducing accumulated leave Average annual leave taken 20 18Turnover remains above target due to restructureof two business units and conducive employmentmarketThe number of sick days taken per full timeemployee remains above our target of 8 daysThe average annual leave taken is below our targetof 20 daysInvesting in our peopleAverage number of training daysper employee3 days 1.5The average number of training days per year peremployee is half the target of 3Success in preventing harm to employeesLost Time Injury Frequency Rateper million hours worked7 12Our lost time injury frequency rate is trendingdown but remains above target of 7OUR BUSINESSReducing Workers compensation claimsAverage cost of WorkersCompensation claim$3,300 $3,307Achieved target cost of average WorkersCompensation claimReducing fleet C02 emissions Council fleet C02 emissions < 200 177 Fleet emissions pleasingly below target of 200Reducing organisation’s electricity useMonthly CO2 emissions fromelectricity- 5 % -3.7%More work required to achieve target reduction of-5%Reducing organisation’swater consumptionMonthly water consumptionreduction-5% of previous same monthin previous year-12.0%Achieved a creditable reduction in waterconsumptionReduce paper consumption Paper use per printer < 5.000 6,674 Paper use above target with more work to do64 PARRAMATTA CITY COUNCIL - ANNUAL REPORT 2010/11
HOW WE MEASURE AND IMPROVE SERVICE DELIVERYHow does Parramatta City Council measure its performance?INTERNALLY MEASURING OUR PERFORMANCE YEAROur internal Key Performance Indicator measures (Council’sdashboard) quantify trends in our service delivery, for examplethe percentage of service requests completed within agreedtimeframe. See page 62.ASKING OUR RESIDENTS TO RATE OUR SERVICE DELIVERYOur externally-generated user and resident satisfactionmeasures (Community Voice) qualify how well the communitythinks we are delivering across our key areas of responsibility,for example the perceived condition of Parramatta’s footpathsor services offered by our heritage and information centre.See page 13 (How did our Residents rate us?) and othersimilar charts throughout this report.IMPROVING OUR BALANCED SCORECARDGenuinely measuring our performance as an organisationdemonstrates that the services, initiatives and projectsdelivered by Council make a real difference to the communitywe serve. See page 63.IMPLEMENTING OUR CORPORATE STRATEGYReporting on how well Council delivered the initiativeslisted under each of the 10 strategic priorities that underpinCouncil’s Corporate Strategy to sharpen our focus onimproving our organisational capability to deliver informationand service. See page 56.COMPARING OUR PERFORMANCE AGAINST SIMILAR COUNCILSOur performance across a range of measures againstthe group average of 16 similar councils* clarifies to ourshareholders how well we offer value for money for the rateswe levy. The 16 councils are Auburn, Bankstown, Blacktown,Canada Bay, Canterbury, Fairfield, Holroyd, Hurstville, Kuring-gai,Marrickville, Parramatta, Randwick, Rockdale, Ryde,Sutherland and Warringah. See page 14 (How did we rateagainst similar Councils?) and similar charts in this report.* Grouped by the Division of Local Government as similar toParramatta in size and responsibility.PUBLISHING OUR FINANCIAL HEALTH CHECK RATIOSOur performance against the Local Government ManagersAssociation’s Financial Health Check measures provides aconsistent way for us to report financial ratios that indicateCouncil’s financial health and sustainability. See page 69.Boronia Park, EppingCouncil delivered its annual program of upgrades to its childrens’ playgroundsGranville Town HallPARRAMATTA CITY COUNCIL - ANNUAL REPORT 2010/1165
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 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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