Maintaining current levels of service - Quarter 4, 2021 / 2022

Project	Target	Status	Commentary
MS1.1.1 - Deliver a review of the Internal Services Survey and the Logan Listens: Residents' Survey. Purpose: To identify improvements for the next survey period.	June 2022	Completed	This year, reviews of the Logan Listens: Residents' Survey and the Internal Services Survey were undertaken to identify improvements for implementation for the 2022 survey releases. The review of the Resident's Survey included alignment to the new Corporate Plan. With these amendments, it was determined that the survey is fit-for-purpose in helping Council to better understand the community's views on the importance of the services being delivered to them and their satisfaction with Council in the delivery of such services. Preliminary work has commenced to support the scheduled delivery of this survey in the second quarter of 2022. Council will use the survey results as a valuable input into performance reviews and annual planning processes. The review of the Internal Services Survey identified that the survey, in its current form, is no longer fit-for-purpose. A key stakeholder workshop endorsed a new set of objectives to guide improvements to enable Council's internal service providers to better understand customer satisfaction with the services they provide. Preliminary work has commenced to support the scheduled delivery of this survey in the second quarter of 2022. Internal service delivery branches will use the survey results as a valuable input into their service delivery performance reviews and annual planning processes.
MS1.2 - No projects allocated against this priority for the financial year.	NA	NA	NA
MS1.3.1 - Deliver a customer experience quality assurance framework. Purpose: To capture a full 360 degree view of customer interaction and overall experience. This will help ensure we are providing a consistent service to the community.	June 2022	Completed	As at the end of the first quarter, the framework design and testing was successfully completed. Training and rollout was also completed. The Customer Experience Program was experiencing a high number of privacy breaches and was not meeting the reporting requirements for privacy, confidentiality and the use of information. This was mitigated by the release of an updated version of Livepro to support the Quality Assurance Framework. Project complete.

Project

Target

Status

Commentary

MS1.1.1 - Deliver a review of the Internal Services Survey and the Logan Listens: Residents' Survey.

Purpose: To identify improvements for the next survey period.

June 2022

Completed

This year, reviews of the Logan Listens: Residents' Survey and the Internal Services Survey were undertaken to identify improvements for implementation for the 2022 survey releases.

The review of the Resident's Survey included alignment to the new Corporate Plan. With these amendments, it was determined that the survey is fit-for-purpose in helping Council to better understand the community's views on the importance of the services being delivered to them and their satisfaction with Council in the delivery of such services. Preliminary work has commenced to support the scheduled delivery of this survey in the second quarter of 2022. Council will use the survey results as a valuable input into performance reviews and annual planning processes.

The review of the Internal Services Survey identified that the survey, in its current form, is no longer fit-for-purpose. A key stakeholder workshop endorsed a new set of objectives to guide improvements to enable Council's internal service providers to better understand customer satisfaction with the services they provide. Preliminary work has commenced to support the scheduled delivery of this survey in the second quarter of 2022. Internal service delivery branches will use the survey results as a valuable input into their service delivery performance reviews and annual planning processes.

MS1.2 - No projects allocated against this priority for the financial year.

MS1.3.1 - Deliver a customer experience quality assurance framework.

Purpose: To capture a full 360 degree view of customer interaction and overall experience. This will help ensure we are providing a consistent service to the community.

June 2022

Completed

As at the end of the first quarter, the framework design and testing was successfully completed. Training and rollout was also completed.

The Customer Experience Program was experiencing a high number of privacy breaches and was not meeting the reporting requirements for privacy, confidentiality and the use of information. This was mitigated by the release of an updated version of Livepro to support the Quality Assurance Framework.

Project complete.

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