Customer Service Guarantee

Engineering team

Monash Council has a Customer Service Guarantee.

Council’s Customer Service Guarantee reinforces our commitment to provide excellent customer service to our community. In 2018/19, the Customer Service Guarantee key performance indicators (KPIs) were reviewed.

This new set of KPIs supplements the mandatory Local Government Performance Reporting Framework (LGPRF) by helping us monitor our services to ensure we deliver effective and efficient services with limited resources. These additional KPIs will also provide comprehensive performance information that meets the needs of different groups and helps management and Council to make informed strategic decisions.

A set of 36 Service Indicators were developed. The set of KPIs are reported on the same timeframe as the Local Government Performance Reporting Framework (LGPRF) - half-yearly (July to December) and annually (July to June). 

If you have any feedback about Council's customer service indicators, please contact Maria Isabella, Co-ordinator Corporate Performance and Reporting, on 9518 3621, or at Maria.Isabella@monash.vic.gov.au 

Reports of our performance:

    Our Customer Service targets


    Customer service

    Monash Council is committed to being a responsive customer service-oriented organisation. Delivering exemplary customer service is the responsibility of every member of Council staff. Our focus is delivering outstanding customer service that will meet the current and developing needs of our diverse community. Our indicators are:

    • Telephone calls answered within the required timeframe: we will answer 90% of calls to our Customer Service Centre within 30 seconds.
    • Letters responded to within the required timeframe: we will respond to your letter within 10 working days of receipt.
    • Emails responded to within required timeframe: if you email us at our central email address (mail@monash.vic.gov.au), we will acknowledge your email within 1 working day and respond within 10 working days.

    Communications

    Monash Council is committed to providing opportunities for our community to influence the decisions, policies and plans of Council by participating in the community engagement process, and telling us their experiences and expertise. We commit to engaging with transparency and accountability, in partnership with the Monash community, to ensure good governance and leadership. Our indicators are:

    • Number of events/opportunities for community feedback provided by Council: the number of public consultation opportunities provided by Council. Consultation is defined as seeking feedback.
    • Community participation in consultation events and opportunities provided by Council: the number of people who participated in consultation events/ responded to consultation opportunities provided by Council per household.
    • Community consultation reports completed: the percentage of consultation reports completed and published.
    • Newsletters published for public communication: the number of Monash newsletters published (electronic and hard copy) by all departments to communicate general or specific matters, per household.
    • Website hits: the number of Monash website hits per head of municipal population. 

    Children, Youth and Family Services (Brine Street Child Care Centre)

    Monash Council operates the Brine Street Child Care Centre, which has 67 places. It is open 50 weeks a year and also offers a kindergarten program for 4-year-olds. The centre has a rating of Exceeding the National Quality Standard. Our indicators are:

    • Utilisation of Brine Street Child Care Centre: the percentage of effective full-time places taken up at Brine Street Child Care Centre.
    • Cost of the Brine Street Child Care Centre: the direct cost less any income received of providing care at Brine Street Child Care Centre per utilised place. Excludes corporate overhead costs).
    • User satisfaction with Brine Street Child Care Centre: the user satisfaction rating with how Council has performed on the delivery of Brine Street Child Care Centre services. 

    Monash Gallery of Art (MGA)

    Council’s MGA is the Australian home of photography. MGA champions Australian photography, and inspires audiences to embrace, explore and value photography through the delivery of high-quality, thought-provoking exhibitions, events and education and public programs. Our indicators are:

    • Participation of the Monash Gallery of Art (Photographic Gallery:the number of visits to the Monash Gallery of Art including cafe and RAMP gallery and 30% of Atrium Gallery attendees per head of municipal population.
    • Visitor satisfaction with the Monash Gallery of Art: the visitor engagement rating across 8 dimensions that measures quality and impact (Excellence, Rigour, Meaning, Relevance, Heritage, Captivation, Local Impact) of Monash Gallery of Art exhibitions and programming. 

    Monash Public Library Service

    The Monash Public Library Service is safe, trusted and valued by the community, and has a commitment to developing inclusive programs and collections as part of Council's Healthy and Resilient Monash: Integrated Plan 2017-2021. The Library collection is maintained annually with new materials added each month. Our indicators are:

    • Utilisation of Monash Public Library Service: total number of user transactions per head of municipal population.
    • Number of library events and programs: total number of library events and programs.
    • Community satisfaction with library service: community satisfaction rating out of 100 on how Council has performed in the provision of library services.  

    Aged and Community Support

    Monash Council delivers a range of aged and community support services and service planning activities that directly support seniors to remain living independently in their own homes. Council also facilitates and supports seniors to remain active and celebrated participants in all aspects of community life. Our indicators are:

    • Utilisation of home care services: the achievement percentage against the funded Commonwealth Home Support Programme service targets.
    • Programs delivered: the number of Council-run events for Positive Ageing Lifestyle Programs and number of attendees.
    • Programs delivered with volunteer assistance: the number of volunteers' assistance per opportunity 

    Active Monash (community accessibility to facilities)

    Monash Council makes significant contributions to developing sporting infrastructure and providing sport and recreation facilities and services in the municipality. Our indicators are:

    • Number of clubs allocated access to sports grounds: the number of clubs that access Council's sports grounds.
    • Number of teams allocated access to sports grounds: the number of sports teams that access Council's sports grounds.
    • Number of hours sports grounds are allocated to sports clubs (% of use): the percentage of hours sports grounds are allocated compared to total available hours.
    • Number of hours pavilions are allocated to sports clubs (% of use): the percentage of hours pavilions are allocated to sports clubs compared to the total hours available. 

    Engineering

    Our Engineering Department assesses and improves Monash’s infrastructure to create an efficient, effective and safe traffic environment and ensure best design outcomes for the community in relation to developments and utility works. The department is also responsible for ensuring development and construction meet agreed statutory and/or permit conditions - that developments have minimum impact on the safety and amenity of residents, businesses and Council infrastructure. Our indicators are:

    • Community satisfaction with the provision of parking facilities in Monash: community satisfaction rating out 100 for the provision of parking facilities in Monash to tend upwards.
    • Community satisfaction with local traffic management in Monash: the community satisfaction rating out 100 for local traffic management in Monash to remain higher than the metropolitan benchmark.
    • Bicycle usage in Monash: the average number of cyclist movements across the annual Super Tuesday bicycle count sites. 

    Sustainable Monash (removal of waste and litter)

    Monash Council cleans street and public facilities. Our cleaning programs are:

    • Residential streets are swept on a 5-weekly cycle and more frequently in activity centres
    • Council also sweeps many main roads on behalf of VicRoads
    • Public litter bins are serviced daily in most activity centres and less often in parks and reserves
    • Pavements in activity centres are swept and pressure-cleaned on a daily, weekly or monthly program, according to location
    • Mobile litter control crews attend all sites across the municipality where littering can occur and respond to requests
    • Dumped rubbish is attended to within 5 days

    Our indicators are:

    • Overfull street litter bins reports responded to within the required timeframe: the percentage of reports responded to within 2 hours of receiving the report on overfull litter bins. This applies during business hours, 7.30am to 4pm, Monday to Friday.
    • Litter and dumped waste reports investigated within required timeframe: the percentage of reports investigated within 1 working day of receiving the report on litter and dumped waste on public land. This applies during business hours, 7.30am to 4pm, Monday to Friday. 

    Capital Works (footpath renewal)

    Monash Council routinely inspects all footpaths at least once every 2 years. High pedestrian usage areas such as major and minor activity centres or shopping strips are inspected more regularly. This ensures footpaths are maintained in accordance with Council’s Road Management Plan. All works are undertaken to reduce risk, based on timeframes in the plan. Our indicator is: 

    • m2 of footpath renewed: the number of mof footpath renewed annually.

    Facilities and Infrastructure (graffiti, roads and footpaths)

    The maintenance of footpaths and roads follows a proactive inspection program delivered in accordance with Council’s Road Management PlanAll works are undertaken to reduce risk, based on timeframes in the plan. The removal of offensive graffiti from Council property is removed on request. Our indicators are:

    • Removal of offensive graffiti: percentage of offensive graffiti reports completed within the service standard. Measure only applies during business hours 7.30am to 4pm, Monday to Friday.
    • Assessment of footpath tripping hazards: percentage of footpath tripping hazard reports assessed within the service standards detailed in Council's Road Management Plan. This measure includes vertical displacements on high, medium and low-sensitivity paths, and vertical displacements beside a path adjacent to a Council asset.
    • Assessment of road potholes: percentage of pothole reports on roads assessed within the service standards detailed in the Monash Road Management Plan.  This measure includes defects reported on the trafficable lanes and on-road cycle lanes. 

    Horticultural Services (tree maintenance)

    Council has adopted strategies and plans that guide its activities in enhancing and protecting the ‘garden city’ character of Monash. In June 2016, Council adopted the Monash Street Tree Strategy. Council delivers tree-planting programs that renew and add trees on local roads and in open space reserves. These programs result in about 1500 trees planted in local roads and about 3000 trees planted in open space reserves each year. Our indicators are:

    • Number of replacement street trees planted: the number of replacement street trees planted.
    • Number of street trees removed: the number of street trees removed.
    • Number of trees, shrubs and groundcovers planted: defined as the number of trees, shrubs and groundcovers planted in reserves.
    • Number of trees removed in reserves: the number of trees removed in reserves.

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    Last updated: 15 July 2021