Section Target Result Met or Exceeded Target Within 3% of achieving Target Not Achieved Target Not Yet Applicable Comment from relevant manager, where required Overall Achievement 32 6 2 0 Customer Responsiveness We will answer 90% of calls to our Customer Service Centre within 30 seconds 73.88% of calls were answered within 30 seconds X This was a busy period, with increased overall call numbers. However, management and staff will continue to explore ways of meeting this target. We will respond to your letter within 10 working days of receipt. 99.67% of letters were responded to within 10 days X 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. 100% of acknowledgement emails sent within 1 day. 98.32% of emails received were responded to within 10 days. X Waste Services Our household waste collection service will not lead to more than 120 reports of uncollected bins per month. (this target is well above industry standards). X Our household recycling collection service will not lead to more than 60 reports of uncollected bins per month. (this target is well above industry standards). X
will be cleaned on average, once every 5 weeks. We will respond to reports of overfull street litter bins in shopping strips within 2 hours of being reported (during working hours). 100% achieved. There was one report of an overfull bin and this was responded to within the timeframe. X We will investigate reports of litter and dumped waste on public land within one day of it being reported to us. 100% achieved in July 100% achieved in August 97.4% achieved in September X September The target was not achieved in September because there was a 45% increase in the incidences of dumped rubbish reported to Council. & 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. A total of 36 potholes that were assessed as being non-urgent were completed within the timeframe. X 18,000 m2 of footpaths will be upgraded each year. 17,400m2 of footpaths replaced during the period 1 January to 30 September 2015. It is expected that this target will be met by the end of the calendar year. 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. 97 requests attended to with an average response time of 3.29 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. On schedule to meet this target this calendar year. X Trees are now being inspected at least once every year
We will plant a minimum of 1,000 new or replacement street trees per year. The street tree replacement program began in June with 1,226 trees planted, exceeding the target. X We will plant in excess of 70,000 trees, shrubs and groundcovers in reserves each year. The planting program has begun for the 2015 year, with 91,546 plantings completed, exceeding the target. X Library Services 40,000 new items will be added to the Monash Libraries' collection each year. 14,702 additional were added for the quarter. We are on track to achieve the annual target. X 9,000 new items will be added to the Monash Libraries’ collection for culturally and linguistically diverse communities each year. 1,615 additional items added for the quarter. We are on track to achieve the annual target. X Health All restaurants, cafes and takeaway food shops will be subject to an inspection by an Environmental Health Officer at least once every 12 months. A total of 964 food premises inspections has been conducted for the year, out of a total of 1260 required to ensure all registered food premises are inspected annually. This equates to 76.5% of premises inspected which exceeds the third quarter target of 75%. X Graffiti We will respond to reports of offensive graffiti within 4 hours of being notified (between the hours of 7.30am – 4pm, Monday-Friday), with the aim being to remove the offensive graffiti as soon as possible. Two instances of offensive graffiti were reported by the community, with an additional 12 instances identified by staff. All were removed within the timeframe. X
Planning 100% of ‘simple’ planning applications (as determined by the VicSmart application process) will be determined within 10 working days. 100% decided in time. Thirteen (13) 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. Over the quarter, Council decided an average of 75.2% of applications within 60 days. X 75% of decisions were decided within 60 days in July, 73% were decided within 60 days in August, and 78% were decided within 60 days in September. This reflects a 2% increase in the percentage of applications decided within 60 days compared to the same quarter last year. This is especially pleasing given there has been an increase in the number of planning applications. 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 700 referrals in this period were responded to within 2 business days, excluding 36 referrals where the resident specifically requested a longer time frame. X We will provide all required delivered meals to every eligible Meals on Wheels client by 1pm. 14,339 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 69 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 472 children were born to Monash families and 100% X
Maternal & Child Health nurse. received a home visit from our Maternal & Child Health team. We will offer ten consultations to all Monash children aged 0-4 years, at key ages and stages. There were 4,318 consultations provided to Monash children by Council nurses. These consultations were offered for each of the 10 key developmental ages and stages for children under four. X Parking We will provide parking permits within 5 working days of the receipt of a application. Target Achieved. A total of 299 Residential Parking Permit applications and 770 Disabled Parking Permit applications were issued for the period. X Recreation We will deliver 99% of timetabled classes for group fitness, swim lessons, squads and multisport. 99.86% 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). Updates are made to the website each working day. Secure online forms are being introduced progressively and are most often used at the moment for online community consultations. X We will produce 11 issues of the Monash Bulletin each year and issue will be delivered to approx 67,000 households. Editions of the Monash Bulletin were delivered to all local households in July, August and September. X We will report to the community on how we A quarterly report on Council's X
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 Monash Bulletin and Monash website. performance for the April-June quarter was published on Council's website on 11 September 2015, with a link posted on twitter