MS1.1.1 - Logan Listens Residents' Survey
Deliver the Logan Listens: Residents' Survey, including a review to identify and apply improvements.
Purpose: To monitor the level of community satisfaction with major services.

• The survey questionnaire was reviewed and finalised with input from participating branches. 
• The finalised questionnaire was approved for release.
• The survey commenced on Monday 5 September and was delivered by Taverner Research Group on behalf of Council.
• A marketing plan was developed and activated in the week prior to survey release. The plan included coverage by social media, Council's customer services centres, libraries and the Beenleigh big screen as well as information for dissemination by Councillors.
• Once the survey has been completed, feedback will be analysed and findings presented via an official report to ELT and then to Council.

About the Residents' Survey

Every 2 years Council conducts its 'Logan Listens' Residents' Survey. This survey provides a unique insight into how the community views our performance on a range of services and facilities we deliver. The results from this survey assist us in determining which areas require greater attention as well as identifying other potential opportunities to improve the community's overall satisfaction with Council.

MS1.2.1 - Customer Service charter and standards update
Deliver an update to the Customer Service Charter and standards.
Purpose: To support Council to meet the needs and expectations of the community.

• Draft Charter Completed
• An update was provided to ELT on progress
• The CEO advised that the whole of Council consultation is to be rescheduled for the new year. This is due to the amount of change happening across the organisation. For example the organisational restructure

Recovery actions

• The project will commence whole of Council consultation early in the new year. It is not anticipated that this will impact the project's delivery date (June 2023) at this stage.
• Planning for expediting this process is being looked at to help ensure the project's schedule remains on track

MS1.3.1 - Data analytics and customer insights
Deliver a data analytics and customer insights system.
Purpose: To better understand what our customers, and the community are saying and experiencing when interacting with Council.
Those insights will be used to make more meaningful data-driven decisions.

• The service enhancement for the project was approved (June 2022) from the 2022/2023 budget process.
• A tender committee was formed in July 2022.
• Tender documents were completed first week of September 2022.
• The tender was released to market 30 September 2022.