being reported (during working hours). We will investigate reports of litter and dumped waste on public land within one day of it being reported to us. 99.12% achieved over the quarter X In June, two requests (out of 112 requests) were not responded to within the one day requirement. We have improved our monitoring of requests, so hope we can achieve a score of 100% in future. Roads & Footpaths Major potholes on Council roads that are assessed as urgent will be made safe within 24 hours. If assessed as non urgent, potholes will be temporarily made safe within 5 working days and repaired within 20 working days. There were no major potholes reported in the quarter. Five potholes that were assessed as being non-urgent were completed within the timeframe. X 18,000 m2 of footpaths will be upgraded each year. 3,968 m2 of footpaths were upgraded this quarter, adding to the 3,058 m2 of footpaths upgraded in the first quarter of 2105. The amount of footpath works is expected to increase in the second half of the year, so we are still on track to meet this annual target. X Footpaths determined to be a tripping hazard will be made safe within 5 working days. Where Council assesses the footpath problem as urgent, it will be made safe within 24 hours. 111 requests attended to with an average response time of 3.2 days per enquiry. 100% met the 5 day response time. X Trees We will inspect every Council street tree at least once every two years and prune, if necessary. The program for the quarter fell slightly behind: 98% of the program was completed. It is expected the annual target will be achieved this year. X
on footpaths and roadways). Planning 100% of ‘simple’ planning applications (as determined by the VicSmart application process) will be determined within 10 working days. 100% decided in time. Six (6) VicSmart applications were received during this period; all of which were decided within 10 working days. X 80% of all other planning applications will be determined within 60 days. Council decided an average of 77.6% of applications in time this quarter. X 73% of decisions were decided within 60 days in 79% were decided within 60 days in June and 81% were decided in 60 days in June. This is a terrific result – the highest score Council has achieved for this target since the Customer Service Guarantee came into effect in January 2014. This has required a great team effort by Council’s planning staff and they are to be congratulated for rising to the challenge. They will remain focused on meeting the 80% target. Community Care We will respond within 2 working days to any priority 1 referrals for assistance (prioritised using priority of access guidelines). The priority system has been removed and ALL 607 referrals in this period have been responded to within 2 business days, where the resident has been available to speak with. X We will provide all required delivered meals to every eligible Meals on Wheels client by 1pm. 12,817 meals were delivered over this quarter, all of which were provided prior to 1pm. X We will respond within 1 working day to any emergency home maintenance request made by a recipient of Monash HACC services. All of the 71 emergency home maintenance requests within this period have been responded to within 1 working day. X Maternal & Child Health Every new child born to a Monash family will receive a home visit from a Maternal & Child Health nurse. 491 new children were born to Monash families and 94% received a home visit from our Maternal & Child Health team. X The babies who did not receive a home visit during this period had either: remained in hospital after birth to receive specialised treatment, or they and their families had moved outside of Monash. We will offer ten consultations to all There were 4,178 consultations provided to X
Monash children aged years, at key ages and stages. Monash children by Council nurses. These consultations were offered for each of the 10 key developmental ages and stages for children under 4. Parking We will provide parking permits within 5 working days of the receipt of a valid application. 315 Residential Parking Permit applications and 786 Disabled Parking Permit applications were received for the period. X The Disabled Parking Permits were all issued within 5 working days of receipt of a valid application. However, Council did not issue Residential Parking Permits within the target timeline of 5 working days. This was because the issuing of new permits was put on hold as Council was expecting to introduce a new permit application process. During this time, all previous permits were honoured. Recreation We will deliver 99% of timetabled classes for group fitness, swim lessons, squads and multisport. 99.93% of timetabled classes delivered X Communication We will continually improve Council’s website and expand the functions that our community can perform online via our website (i.e. make payments, request Council services and provide feedback). 100% achieved. On 30 April 2015, Council went live with a redeveloped website. The new website is user-friendly, no matter what device (smartphone, tablet or desktop) people are using. We will keep working to improve the website, including by expanding the number of payments and forms people can complete online. X We will produce 11 issues of the Monash Bulletin each year and issue will be delivered to approx 67,000 households. 100% achieved. Editions of the Monash Bulletin were produced and delivered to local households in each month (April, May and June) of the quarter. X We will report to the community on how we have performed on the targets set out in this guarantee on a quarterly basis on the Monash website and on an annual basis through the 100% achieved. A report on Council’s performance against the Customer Service Guarantee for the April-June 2015 quarter was published on Council’s website in September 2015. X