Maintaining current levels of service - Quarter 2, 2022 / 2023

Project	Target	Status	Commentary
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.	June 2023	Completed	As at the end of the second quarter, delivery of the Residents' Survey was completed. The process involved interviewing 1,600 adult residents from a random sample across the City of Logan. The Survey was divided into two sections, each completed by 800 residents: Facilities and services. Customer experience. Taverner Research Group undertook analysis of the feedback received. The resultant report was presented to ELT in November 2022 and to City Governance Committee in December 2022. Council endorsed the Logan Listens: Residents Survey Research Report in December 2022. An accessible version of the Report is being made publicly available on Council's website. Copies of the Report were provided to Council's Libraries and Customer Service Centres for public assess. The Report was made available to staff electronically via the Manager's Toolkit intranet page, and e-copies were distributed internally in conjunction with the release of the Branch Business Planning process. The survey results will provide valuable input into performance reviews and the annual planning process. This project is now closed.
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.	June 2023	On Track	As at the end of the second quarter a revised timeline has been put in place to ensure the interim charter is delivered on time. This includes: Review and amendment of key documents - customer charter, and customer management directive (Complete). Stakeholder engagement and amendments to key documents (due January 2023). Design of interim charter (due March 2023). ELT endorsement of key documents (due March 2023). Council adoption (April 2023). Final design of interim customer charter and management directive completed, including accessibility (due June 2023). Interim charter published to Council's website (End of 2022/2023 financial year).
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.	June 2023	On Track	As at the end of the second quarter: Negotiations with a preferred supplier was conducted in accordance with the Tender Evaluation and Probity Plan. It is anticipated that the contract will be awarded in January 2023. This slight delay will have no impact to the delivery of the solution.

Project

Target

Status

Commentary

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.

June 2023

Completed

As at the end of the second quarter, delivery of the Residents' Survey was completed. The process involved interviewing 1,600 adult residents from a random sample across the City of Logan.

The Survey was divided into two sections, each completed by 800 residents:

Facilities and services.
Customer experience.

Taverner Research Group undertook analysis of the feedback received. The resultant report was presented to ELT in November 2022 and to City Governance Committee in December 2022. Council endorsed the Logan Listens: Residents Survey Research Report in December 2022.

An accessible version of the Report is being made publicly available on Council's website.

Copies of the Report were provided to Council's Libraries and Customer Service Centres for public assess.

The Report was made available to staff electronically via the Manager's Toolkit intranet page, and e-copies were distributed internally in conjunction with the release of the Branch Business Planning process. The survey results will provide valuable input into performance reviews and the annual planning process.

This project is now closed.

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.

June 2023

On Track

As at the end of the second quarter a revised timeline has been put in place to ensure the interim charter is delivered on time. This includes:

Review and amendment of key documents - customer charter, and customer management directive (Complete).
Stakeholder engagement and amendments to key documents (due January 2023).
Design of interim charter (due March 2023).
ELT endorsement of key documents (due March 2023).
Council adoption (April 2023).
Final design of interim customer charter and management directive completed, including accessibility (due June 2023).
Interim charter published to Council's website (End of 2022/2023 financial year).

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.

June 2023

On Track

As at the end of the second quarter:

Negotiations with a preferred supplier was conducted in accordance with the Tender Evaluation and Probity Plan.
It is anticipated that the contract will be awarded in January 2023.
This slight delay will have no impact to the delivery of the solution.

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