Customer Service 2016 Reports

On this page, you will find the quarterly reports and annual report for 2016, identifying how Council performed against its Customer Service Guarantee.

If you have any questions about these reports, please contact Jarrod Doake, Chief Operating Officer, on 9518 3521 or email jarrodd@monash.vic.gov.au

Annual report for 2016

In 2016, we achieved 30 of the 40 targets, a slight decrease compared with 2015 when we achieved 31 targets. We came within 3% of achieving an additional six targets.

Meeting our targets

Here are some of the 30 targets we met and/or exceeded:

  • Footpath upgrades
    In 2016, we upgraded 30,594m2 of footpaths, well above our target of 18,000m2
  • Removal of offensive graffiti
    We removed all 33 instances of offensive graffiti within the target timeframe (within four working hours of being notified)
  • Restocking of libraries
    We aimed to add 40,000 new items to our library collection. Instead, we ended up adding 49,296 items
  • Animal management patrols
    In 2016, our rangers patrolled local parks for 22.5 hours on average per month, above our target that a minimum of 20 hours of patrols be conducted per month
  • Local roads
    37 major potholes were made safe within 24 hours, while 43 minor potholes assessed as non-urgent were made safe within 5 working days and repaired within 20 working days
  • Maternal and child health support
    We met our target to offer ten consultations (at key ages and stages) to every Monash child aged 0-4 years.

More attention needed

  • Timeliness of planning decisions
    Our target is to decide upon 80% of planning applications within 60 days. In 2016, 63% of applications were determined within 60 days. Our planning team has established a new way of working through the outstanding applications so over time, our performance on this measure should improve.
  • Answering phone calls quickly
    Our target is to answer 90% of phone calls to our central phone number (9518 3555) within 30 seconds. In 2016, 84.3% of calls were answered within 30 seconds. While there has been an increase in the number of phone calls we receive, we are committed to meeting this target and are exploring ways to improve.

Here is the full: Customer Service Guarantee results for 2016 (pdf, 411KB)

Quarterly report for July-September 2016

Here is a snapshot of Council's performance for the 2016 calendar year:  :

  • 32 targets were achieved (and in some cases exceeded)
  • 4 targets were close to being achieved (within 3% of achievement)
  • 4 targets were not achieved

We will look for ways to improve our performance against the measures that we failed to meet. In particular, we will try to improve our performance against the four targets that we did not come within 3% of achieving. Those targets are:

  • We will answer 80% of calls to our customer service centre within 30 seconds
  • 80% of all planning applications (excepting 'simple' planning applications) will be determined within 60 days
  • We will provide parking permits within 5 working days of receiving a valid application
  • Every new child born to a Monash family will receive a home visit from a Maternal and Child Health nurse.

Council is no longer able to report on our performance against one of the targets in the Community Care field. From 1 July 2016, referrals for priority one assistance must go through a central Federal Government request system rather than coming to Council. Accordingly, this target will be removed from the guarantee.

For this quarter, we have provided two assessments of how we have performed against the target that 80% of planning applications be determined within 60 days. We have tracked our performance against 1/ applications which have been received post 1 July 2016, and 2/ all applications that are in our system. In this way, we are reflecting an improved performance while also being fully transparent. 

Here is the full: Customer-Service-Guarantee-Report-July-September-2016 (pdf, 375KB)

Quarterly report for April - June 2016

In the second quarter of 2016, Council continued to improve on its 2015 performance.

Here is a snapshot of Council's performance in the April-June 2016 quarter:

  • 33 targets were achieved (and in some cases exceeded)
  • 2 targets were close to being achieved (within 3% of achievement)
  • 4 targets were not achieved
  • 1 target was not yet applicable in this quarter.

In comparison, in the same quarter of 2015, 27 targets were achieved (and in some cases exceeded), 8 targets were close to being achieved (within 3% of achievement), 4 targets were not achieved and 1 target was not yet applicable.

We will look for ways to improve our performance against the measures that we failed to meet. In particular, we will try to improve our performance against the four targets that we did not come within 3% of achieving.

Here is the full: Customer Service Guarantee report April-June 2016 (pdf, 348KB)

Quarterly report for January - March 2016

Council performed well in this quarter, compared with the same period last year.

Here is a snapshot of Council's performance in the Jan-March 2016 quarter:

  • 31 targets were achieved (and in some cases exceeded)
  • 3 targets were close to being achieved (within 3% of achievement)
  • 3 targets were not achieved
  • 3 targets were not yet applicable in this quarter.

In comparison, in the first quarter of 2015, 28 targets were achieved (and in some cases exceeded) and 7 targets were close to being achieved (within 3% of achievement).

We will look for ways to improve our performance against the measures that we failed to meet. In particular, we will try to improve our performance against the three targets that we did not come within 3% of achieving:

  • Answering 90% of calls to our Customer Service Centre within 30 seconds 
  • If you email us at our central email address, we will respond within 10 working days
  • 80% of planning applications (excepting 'simple' planning applications) will be determined within 60 days.

Here is the full: Customer Service Guarantee Report: January-March 2016 (pdf, 387KB)

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Last updated: 31 August 2017