monthly review > january 2020 - mackay council...monthly review > january 2020 . 1 . 1....

Organisational Services Monthly Review

> January 2020

Organisational Services Monthly Review > January 2020

Contents 1. EXECUTIVE SUMMARY ..................................................................................................................................... 1

2. SAFETY ............................................................................................................................................................ 2

2.1 Incidents and Injuries ....................................................................................................................................... 2

2.2 Lost Time Injuries & Days Lost .......................................................................................................................... 3

2.3 Key Activities ................................................................................................................................................... 4

3. CUSTOMER SERVICE ....................................................................................................................................... 4

3.1 External Customer Services ............................................................................................................................. 4

3.2 Aquatic Facilities .............................................................................................................................................. 8

3.3 IT Support ...................................................................................................................................................... 12

3.4 Procurement Services .................................................................................................................................... 15

3.5 Property Services........................................................................................................................................... 16

4. PEOPLE AND CULTURE ................................................................................................................................. 17

4.1 Key Activities ................................................................................................................................................. 17

4.2 Staff Contingent ............................................................................................................................................. 19

5. FINANCIAL PERFORMANCE ........................................................................................................................... 21

5.1 Key Activities ................................................................................................................................................. 21

5.2 Program Financial Position ............................................................................................................................. 22

6. PERFORMANCE & RISK.................................................................................................................................. 25

6.1 Corporate Performance Planning & Reporting ...................................................................................................... 25

6.2 Enterprise Risk Management ............................................................................................................................. 25

7. BUSINESS IMPROVEMENT ............................................................................................................................. 25

7.1 Business Improvements .................................................................................................................................... 25

8. REGULATORY COMPLIANCE.......................................................................................................................... 26

8.1 Financial Compliance ..................................................................................................................................... 26

8.2 Corporate Governance ................................................................................................................................... 26

8.3 Internal Audit ................................................................................................................................................. 29

9. LAND & BUILDINGS ....................................................................................................................................... 29

9.1 Building Maintenance ......................................................................................................................................... 29

9.2 Land & Tenure ................................................................................................................................................ 30


1

1. EXECUTIVE SUMMARY

This report is for the Organisational Services Department for the month of January 2020. • Safety continues to be a focus of the Department with no LTI’s reported since 2017/18. • It was pleasing to note that 81% of MRC’s spend in January was spent locally. This equates to $3,510,634

being injected into businesses in the Mackay region. • Planning for the MRC Apprentice and Trainee intake for 2020 is continuing with Assessment Centres

planned for late February 2020. Shortlisting commences in early February and recruitment of the successful applicants will be finalised by the end of March, with a start date for the new recruits in early April 2020.

• People and Culture Officers are collating and analysing the data collected from the Employee Engagement

Survey which was completed in December 2019. • Information Services Officers again achieved high levels of internal customer satisfaction this month with

99% of customers stating that the service provided met or exceeded their expectations.

• January saw an increase in attendance figures at the MARC with 8,133 people visiting the aquatic and athletics facility.

• Property Services Officers finalised 2 leases, 1 sale of land and 3 road closure matters which were presented to Council for endorsement at the January meeting.

Kylie Lamb Director Organisational Services


2

2. SAFETY 2.1 Incidents and Injuries

The following injury to an MRC employee was reported in January:

• Shoulder and arm soreness over time in office environment.

The following incidents resulting in asset damage were reported in January:

• While removing material from the back of a truck with a backhoe, the bucket hit part of the truck resulting in minor damage.

The following incidents involving contractors were reported in January:

• Mowing sub-contractor was stung by wasps. • Staff member fainted. First aid provided.

The following incidents involving members of the public were reported in January:

• Patron slipped on grandstand, bruising leg. First aid applied. • Patron swimming and developed cramp, was assisted from pool. • Patron reaching for a kickboard dislocated their shoulder. Ambulance attended. • Patron suffered a bleeding nose. First aid applied. • Patron suffered a bleeding nose. First aid applied. • Patron had foreign object in eye. First aid applied. • Patron suffered deep cut to foot whilst in pool. Pool operator called Ambulance as precaution, treatment

provided on-site.

Each incident is investigated, and appropriate corrective measures implemented to reduce future risks.


3

2.2 Lost Time Injuries & Days Lost

Department

2015-16 2016-17 2017-18 2018-19 2019-20

LTI Days Lost LTI

Days Lost LTI

Days Lost LTI

Days Lost LTI

Days Lost

Finance

Information Services

Shared Services 1 4

People & Culture

Procurement & Plant

1 17

Property Services

Governance & Safety

1 8

Office of the Mayor & CEO

Organisational Services Total 1 4 0 0 2 25 0 0 0 0


4

2.3 Key Activities

Safety activities conducted during January included:

• In association with stakeholders – developed risk assessments for various Programs.

• Undertook a review of ‘duress alarm’ arrangements for various locations.

• Developed and implemented tools to verify current competency of selected operators of small plant.

• Investigated and reported on critical incidents including identifying appropriate corrective actions for implementation.

• Provided a high level of support to injured workers – including accompanying on doctor visits.

• Other activities include internal audit, procedure reviews, safety observations and interactions, health and safety committee meetings, and pre-start meetings and toolbox talks.

• Developed new and reviewed procedures to support the safety management system.

• Attendance at local safety networking meetings hosted by Resource Industry Network.

3. CUSTOMER SERVICE 3.1 External Customer Services

KPI KPI Description

Target

Result Red (Under KPI)

Green (Met KPI)

Blue (Exceed KPI)

First Contact Resolution (FCR)

The percentage of external customer enquiries that are resolved at the first point of

contact.

< 50% 50-60% > 60% 44%

Grade of Service (GOS)

The percentage of customer calls that are answered

within 60 seconds across the Shared Services team.

< 80% 80-85% > 85% 87%

Abandoned Calls The percentage of customers that abandon their call before

being served. > 6% 4.5-6% < 4.5% 2.36%

External Customer

Satisfaction

A measure of customer satisfaction as reported by

the end of call survey < 80% 80-85% > 85% 98%

Customer Request

Completion

Service requests resolved within corporate standard

timeframes < 80% 80-85% > 85% 80%

Note: The below KPI result for FCR is attributed to a significant number of requests being received during the Christmas/New Year shut down requiring lodgement in January.


5

KPI Graphs and Commentary

Calls Received: A total of 7,493 calls were received in the January reporting period, averaging 356 calls per day.

First Contact Resolution (FCR): FCR results showed that 44% of customer queries were resolved at first contact in January. This month’s drop in FCR is attributed to the number of requests requiring lodgement after the Christmas/New Year shutdown.

0

2000

4000

6000

8000

10000

12000

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Calls Received

FY 19-20 3 year av

40%

45%

50%

55%

60%

65%

70%


First Contact Resolution

FY 19-20 3 year av Satisfactory Exceeded


6

Grade of Service: Grade of Service (GOS) has decreased from 96% in December to 87% in January, however still exceeds expectations.

Abandoned Calls: Abandoned calls increased from 1.7% (91 calls) in December to 2.36% (277 calls) in January across the combined queues. For the main MRC queue, the abandoned call rate was 2.2% (134 calls).

60%

65%

70%

75%

80%

85%

90%

95%

100%


Grade of Service

3 year av Satisfactory Exceeded FY 19-20

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

7.00%


Abandoned Calls

FY 19-20 3 year av Satisfactory Exceeded


7

External Customer Satisfaction: Satisfaction levels remain high at 98%. Completed surveys for January represent 7.3% (469 from 2942 calls) of the eligible contact centre calls received as compared to 415 calls in December. Customer Request Completion:

70%

75%

80%

85%

90%

95%

100%

105%


Customer Satisfaction Survey

FY19-29 3 year av Satisfactory Exceeded

Lodged Resolved within SLA

SSC 548 80%

MRC Total 4714 73%

MRC Top 5 Pathway requests Lodged January 2020 Volume % of total

requests

BINS - Damaged Wheelie Bins 182 20.7% Change of mailing address 176 20.0% Planning Advice Enquiries 129 14.7% Debt Collections Enquiries 83 9.4% General Request 80 9.1%


8

3.2 Aquatic Facilities Attendance Figures:

Sum of BWLSum of

Memorial SwimCentre

Sum of PioneerSwim Centre

Sum of SarinaPool

Sum of MiraniPool Sum of MARC

2019 290572 26174 38258 27476 20848 390292020 48225 2366 3551 3251 1382 6996

0

50000

100000

150000

200000

250000

300000

350000

Atte

ndan

ces

Mackay Regional Council Aquatic Facility Attendances 2019 and 2020

Facility December 2019 January 2020

Bluewater Lagoon 49397 48225

Mackay Aquatic Recreation Complex 4832 6996

Memorial Pool 2942 2366

Pioneer Pool 4787 3551

Mirani Pool 2147 1382

Sarina Pool 4127 3251


9

Attendances January to December - Monthly and Yearly Attendance Comparison

Note:

• Attendances appear to have significantly increased between Jaunuary 2019 and January 2020 however the increase may be explained by the fact that in January 2019 attendances were manually counted and in January 2020 the results are via the people-counter. From February 2020 onwards, both 2019 and 2020 figures will be people-counter based providing greater confidence in trends.

• Annual maintenance closure was in place from 14 July to 31 August 2019.

Note:

• Memorial Pool was closed from 1 May to 14 June 2019. • Heating was operational from Saturday 15 June 2019. • Memorial Pool was closed for urgent unplanned maintenance 12 to 18 August 2019.

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sum ofNov

Sum ofDec

BWL 2019 32878 26008 27605 24035 6554 5510 4919 0 30945 40145 42576 49397BWL 2020 48225

0

10000

20000

30000

40000

50000

60000

Atte

ndan

ces

Bluewater Lagoon Attendances 2019 and 2020

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sum ofNov

Sum ofDec

MSC 2019 3084 5220 5428 898 84 584 1330 475 1298 2034 2797 2942MSC 2020 2366

0

1000

2000

3000

4000

5000

6000

Atte

ndan

ces

Memorial Swim Centre Attendances 2019 and 2020


10

Note:

• Pioneer Pool was closed for Winter 1 June to 1 September 2018.

Note:

• Sarina Pool closed on Thursday 18 April 2019 and re-opened Tuesday 01 October 2019

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sum ofNov

Sum ofDec

PSC 2019 3850 6487 7481 1169 1834 730 494 899 2141 2583 5803 4787PSC 2020 3551

0

1000

2000

3000

4000

5000

6000

7000

8000

Atte

ndan

ces

Pioneer Swim Centre Attendances 2019 and 2020

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sum ofNov

Sum ofDec

Sarina Pool 2019 3330 3072 3412 532 0 0 0 0 0 5495 7508 4127Sarina Pool 2020 3251

0

1000

2000

3000

4000

5000

6000

7000

8000

Atte

ndan

ces

Sarina Attendances 2019 and 2020


11

Note:

• Mirani Pool closed Thursday 18 April 2019 and reopened 16 September 2019.

Mackay Aquatic and Recreational Complex (MARC) Attendance figures

Note:

• MARC commenced operation in March 2019.

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sum ofNov

Sum ofDec

Mirani Pool 2019 1551 3994 3785 128 0 0 0 0 414 4107 4722 2147Mirani Pool 2020 1382

0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

Atte

ndan

ces

Mirani Pool Attendances 2019 and 2020

Sumof Jan

Sumof Feb

Sumof Mar

Sumof Apr

Sumof

May

Sumof Jun

Sumof Jul

Sumof Aug

Sumof

Sept

Sumof Oct

Sumof Nov

Sumof Dec

MARC Aquatics 2019 TOTAL 6303 2853 3125 2357 2108 2449 3722 5458 5822 4832MARC Aquatics 2020 TOTAL 6996

0

1000

2000

3000

4000

5000

6000

7000

8000

Atte

ndan

ces

MARC Aquatics Attendances 2019 and 2020


12

Note:

• MARC commenced operation in March 2019.

December 2019 January 2020 MARC Aquatic Attendances 4832 6996 MARC Athletic Attendances 232 1137 MARC Total Attendances (Aquatics and Athletics) 5064 8133

3.3 IT Support Internal Service Metrics

KPI KPI Description

Target


Green (Met KPI)

Blue (Exceed KPI)

Incident Resolution

Percentage of incidents resolved within corporate

standard timeframes 80% 80-85% 85% 78%

Service Request Resolution

Percentage of service requests resolved within

corporate standard timeframes

80% 80-85% 85% 85%

Internal Customer Satisfaction

Survey

IT email survey - % of customers whose

experience met or exceeded expectations

75% 75-84% 85% 99%

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sum ofNov

Sum ofDec

MARC Athletics 2019 TOTAL 381 719 4479 2574 2119 1396 2018 456 310 232MARC Athletics 2020 TOTAL 1137

0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

Atte

ndan

ces

MARC Athletics Attedances 2019 and 2020


13

Notes:

These are again encouraging results for Information Services despite the KPI indicating otherwise for Incident Resolution, the cause of this being closure of back log items that had already breached (please refer to KPI Commentary chart). Again, this has been achieved whilst operating with reduced resources due to annual leave commitments. Further comments as follows: • The survey request resolution and internal customer satisfaction survey results for January 2020 are again

very satisfying.

• Obtaining skilled resources within the Mackay region is a continuing challenge and one that we need to explore further on recruitment techniques to attract skilled people to permanently locate themselves in Mackay. Strategies are continuing to be explored to work in partnership with educational facilities and other key organisations recruiting IT skill sets in the region to build and foster a local resource pool.

Information Services Satisfaction Survey – January 2020

January 2020 Survey Rating %

1 How would you rate the level of customer service received? (Timely updates, follow through, helpfulness, communication skills) 94%

2 Was your request completed within a reasonable timeframe? (If not please state expectation in comments section please.) 93%

3 Was your support request completed to your satisfaction? 92%

January 2020 Survey Results

Below Expectations

Met Expectations

Exceeded Expectations

Not Assigned* Totals

# of Responses 3 97 413 0 513 * Not assigned excluded

Overall Rating 1% 19% 80% 0 99%

Applications Availability

KPI KPI Description

Target


Green (Met KPI)

Blue (Exceed KPI)

Tier 1 Systems Refer to the table under ‘KPI Commentary’

section below for detail on which systems are included in each tier.

< 98% 98-99% > 99% 100%

Tier 2 Systems < 98% 98-99% > 99% 100%

Tier 3 Systems < 98% 98-99% > 99% 100%

Applications Availability: The below table shows which corporate applications are considered tier 1 and 2. All other systems not specifically noted are considered tier 3.


14

Tier 1 Tier 2 Tier 3

ECM Finance One

Email GIS

Internet

Kiosk_Chris21

Pathway

Assetic

Aurora Bruce Mandalay

Manage Engine

KPI Commentary Incident and Service Request Metrics: The volume of incident and service requests has increased significantly this month, from 559 in December to 822 in January. This is a similar level to that number of requests received in January 2019, however noting an increased level of closure achieved targeted towards reducing the outstanding backlog. Information Services continues to deliver significant infrastructure and application improvements (both functional and technical including security) whilst maintaining this quality. The below graph identifies the Raised Vs Closed and Pending requests, along with WIP and backlog.

Definitions:

WIP – complex support requests that are within service level agreements and simple support requests open on day of raising.

Backlog – complex support requests that have exceeded service level agreements and simple support requests remaining unresolved after day of raising.


15

3.4 Procurement Services

Activity January 2019 January 2020

Purchase Orders (PO) Raised 647 689

Line Items in POs 1790 1559

POs Received 938 843

Line Items in POs Received 3498 2584

Invoices Processed 3338 3180

Request for Quotes Issued 10 11

Request for Tenders Issued 6 1

Tenders Awarded 0 0

Quotes Awarded 8 7

Area Monthly Amount

January 2020 Monthly %

January 2020 FYTD

Amount FYTD %

Local Spend (Mackay region) $3,510,634 81% $74,471,002 74%

Regional Spend (WROC area) $1,620 .50% $462,975 .5%

External Spend $846,919 18.5% $26,634,644 25.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Apr-20 May-20 Jun-20

72%

56% 58%

83%

71%63%

81%

27%

43% 41%

16%28%

36%

18%

1% 1% 1% 1% 1% 1% 1%

Area Monthly Spend %

Local Spend (Mackay Region) External Spend % Regional Spend (WROC Area)


16

3.5 Property Services

Scheduled Maintenance tasks for 19/20 Financial Year – January 2020

• MECC Entertainment Centre - Foyer carpet replacement due to end of life. • MECC Convention Centre – servicing and repairs of all moveable walls. • A service scheduling to all generators.

0

50

100

150

200

250

300

350

400

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan

Pathways Requests

Key & Padlock Requests

Security Access Requests

Building Maintenance Requests

Actioned Property Services Requests

Breakdown of Building Maintenance Requests Actioned – January 2020

Volume % of total requests

Miscellaneous 57 24.57%

Repairs 48 20.69%

Plumbing 48 20.69%

Electrical 45 19.40%

Safety & Legislation 6 2.59%

Air Conditioning 25 10.78%

Scheduled Maintenance 3 1.29%

Of the total number of Building Maintenance Requests received for the month of January (232), the top 3 requests related to: 1. Miscellaneous (majority including Other, furniture, consumables, cleaning and security) 2. Repairs (majority including doors, locks & hardware, fixtures and fittings) 3. Plumbing


17

4. PEOPLE AND CULTURE 4.1 Key Activities

Activity Comments

Organisational Culture

• Progress on the Job Evaluation Framework project is continuing with the goal of achieving proof of concept for the first job profiles in the new proforma, to be completed throughout December, January and February. In alignment with this will be the first draft of a number of comprehensive learning profiles for Directors, Program Managers and Coordinators roles at MRC.

• Employee Engagement survey completed in December and results are being collated and analysed in January and February 2020.

Diversity and Inclusion

• The D&I Action Plan has been reviewed, and drafting has commenced on a paper to provide recommendations to SLPT.

• Planning and drafting the MRC response to the Australian Workplace Equality Index (AWEI) has commenced.

Workforce Relations

• The Employee Relations Advisor commenced in January 2020 and it is expected that the Employee Relations Officer will commence in Mid-February 2020.

• A Shared Mailbox for the Employee Relations team is beginning to be used by the business, allowing a higher level of service to be provided to key stakeholders.

Leadership Development

• The review of the second module of Elev8, Operational Leader is progressing, with the aim of delivery of the first sessions in the first quarter of 2020. The final sessions of the Empowering module of Elev8 is continuing through to early 2020, with the last team days finalised for Directors and their management teams due to be completed in February 2020.

Learning and Development

• Planning for the MRC Apprentice and Trainee intake for 2020 is continuing with Assessment Centres planned for late February 2020. Shortlisting commences on 10 February and recruitment of the successful applicants will be finalised by 31 March, with a start date for the new recruits in early April 2020.This will allow 7 of the current trainees to complete in March 2020, before the new starters begin, to make a total of 36 trainees & apprentices by April 2020.

• The Learning & Development team conducted two inductions with 18 new starters.

• Activities in January for the Learning and Development team: o Facilitated 2 inductions with18 new employees commenced. o 517 MRC corporate & Skillsoft eLearning resources accessed.

Water Industry Worker Pilot Program

• WIW Pilot participants are completing their second round of assessments in January and are on track to complete their third training block in Cairns in February. The WIW Reference Committee met in Townsville on January 21 to discuss any changes required to the program following formal feedback obtained in November and the potential for a second intake in mid-2020. Nicole Davis and Kellie Lister attended a special WBBROC meeting in December to promote the program to the Wide Bay Burnett Regional Organisation of Councils interested in starting their own program. Feedback to date on the program has been positive.


18

Activity Comments

Health and Wellbeing

• ThinkUKnow presentations by Sgt. Nigel Dalton and Sgt. Steve Smith from Mackay Police were generally well attended at Paget and Main Admin. The feedback received from those who attended these sessions was that more staff need to undertake this training. Future presentations will be organised including sessions for the Mirani and Sarina based staff.

• Zest 4 Life on Bruce - information about the health and wellbeing benefits and initiatives available to MRC employees is now all in one place on Bruce. Staff can access this information easily by clicking on the Zest 4 Life logo on the front page of Bruce. The page is updated regularly, and staff will be encouraged to check back often.

Workforce Capability

• Workforce Planning 19/20 data has been distributed in January 2020 in alignment with the Business planning and Budget forecasting cycles.

• Following on from the visit from OO-Soft software vendor, P&C are planning for the implementation of the Job Evaluation Framework – the Position Profiling Process - is a critical foundational element of the People and Culture Strategy and core to the ability to deliver on proposed strategy and action plan activities to benefit MRC and our employees. The Position Profiling Process provides a systematic process for determining the requirements of a position, a well-defined job, during all stages of the employee lifecycle - recruitment, induction, onboarding, training and development and performance appraisal, and more. The Position Profiling Process will allow MRC to determine the comprehensive profile of all MRC positions, including the purpose and responsibilities such as tasks and accountabilities; learning needs and competencies and health and safety management requirements of the position.

Volunteers • The Volunteer Audit results are being analysed, and actions plans are in the process of being finalised for each volunteer program. The results and action plan will contribute towards the 2020 workplan.

PROJECT: Mackay Regional Skills Investment Strategy

• Project continuing on target and in line with contract. • DESBT confirmed the RSIS project would not be eligible for funding extension and is

due to end September 2020. • Industry summary

– Agriculture Training programs being developed in Smartcane Best Management

Practices (BMP), – Haul-out Operator and Working in and Around Powerlines.

Industry has secured one RTO to deliver one specific course (haul out operator) within Mackay. No other training or RTOs sourced to deliver for agriculture at this point in time.

– Health NQPH working with aged care providers to identify needs and deliver

training solutions. – METS

• Standard 11 funding has been supported in region.


19

4.2 Staff Contingent

Status OMC ECI DS CCS OS CW TOTAL Prev. Mth.

Full Time 8 290 169 111 172 84 834 845

Part Time 0 9 9 36 38 1 93 92

Apprentice/Trainees 0 2 6 4 9 2 23 26

Temp 0 10 8 11 9 2 40 42

Casual 1 3 12 76 6 3 101 100

TOTAL EMPLOYED 9 314 204 238 234 92 1091 1105

Active Vacant 0 18 11 11 20 15 75 75

TOTAL 9 332 215 249 254 107 1166 1180

*Stats current as of 31 January 2020

• Total vacant positions: 98 • Total number of positions filled in January: 25

9387

98

1419

25

1813

20

0

20

40

60

80

100

120

Nov-19 Dec-19 Jan-20

Monthly Recruitment Statistics

Total Vacant Positions Positions Filled Departures


20

• As of 31 January, there were 101 positions across MRC that were actively being recruited to either through external or internal recruitment and selection processes. The total current vacant positions are 98. (Note: recruitment is currently being undertaken for the 2020 apprentice and trainee intake. These roles are included in the advertised vacancies total however are not included in the current vacant positions total).

• Total vacant positions may differ from active vacancies due to positions on hold, higher duties/secondments or requisitions yet to be received by Recruitment.

105110

103 103

85

106112

6771

82

9387

98

9398

73

82

70

8188

5559

77

90

75

101

45 44 4642 42

3540 38 36 36 36

4239

1417

2420

1613 14

28 26 2632

2824

0

20

40

60

80

100

120

Monthly Position Occupancy

Total Vacancies Advertised Vacancies Secondment Higher Duties

18

1 1

Separations for January 2020

Resignations (incl left without notice) Contract FinishedRetired Death / InvalidityTermination of Employment


21

• 12 month moving average turnover was 15.85% as at 31 January 2020. • Monthly turnover was 1.60% as at 31 January 2020. • A total of 20 employees departed MRC in the month of January 2020. • Comparison data – annual Australian regional employee turnover 19.32% (AHRI 2018)

5. FINANCIAL PERFORMANCE 5.1 Key Activities

14.50%

15.00%

15.50%

16.00%

16.50%

17.00%

17.50%

18.00%

18.50%

0.00%

0.50%

1.00%

1.50%

2.00%

2.50%

3.00%

Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 Nov-19 Dec-19 Jan-20Turnover Monthly

(Headcount) 1.60% 1.23% 2.63% 1.15% 0.84% 0.99% 1.72% 1.55% 1.16% 1.41% 1.33% 1.15% 1.60%

Turnover - Rolling Average(Headcount) 17.15% 17.18% 16.89% 16.56% 17.72% 17.76% 17.98% 17.49% 17.21% 16.76% 16.76% 16.70% 15.85%

Turnover

Activity Program Timeframe Comments

Budgets & LTFF Finance

Several items in regard to the budget are being finalised with a view to releasing to program managers in early February 2020.

The initial 3 year LTFF data capture has been completed and further discussions to be had with regards to subsequent years. Also, LTFF process discussions are continuing.

Statutory Reporting Finance The December Strategic Financial Report was tabled at the 22 January 2020 Council meeting.

Financial Services will be requiring cooperation from other programs to provide information in the ongoing activities with regards to accounting standards compliance for the upcoming annual financial statements.

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25

6. PERFORMANCE & RISK 6.1 Corporate Performance Planning & Reporting This month saw the completion of 2020-23 Business Plans and draft development of supporting 12-month Action Plans. A total of 41 face to face sessions (Nov-Jan) have taken place in support of 2020-23 Business Plan development. Whilst development of plans for 2020-23 have been underway, monitoring of progress against existing Business and Action Plans continues with the 2nd Quarter Operational Plan Review Report presented to SLPT this month. Progress of actions remains positive with exceptions understood and plans to rectify in place. The 2nd Quarter Operational Plan Review Report is set to be adopted by Council on 12 February 2020. After which time the 2nd Quarter Action Plan Reports will be made available to Directors and the Management Team. February will see the finalisation of 2020/2021 Action Plans that will then be used to inform the 2020/2021 Operational Plan.

6.2 Enterprise Risk Management The 2nd Quarter Strategic Risk Report was presented to SLPT this month in preparation for the Audit Committee on 13 February 2020. The report highlighted some moderate adjustments to Council’s risk profile and the progress of mitigation actions. This month an independent review of the Enterprise Risk Management Framework is being explored as is Councils business continuity arrangements.

7. BUSINESS IMPROVEMENT 7.1 Business Improvements \C

Description Program Comments

Safety Systems Streamlining Project G&S

The IS Share Point initiative continued this month with ongoing work being undertaken to ensure safety information is available to all staff anytime, anywhere.

Contractor Safety Management Project G&S

This month, implementation activities have been a focus and will continue into next month with the first Working Group of 2020 set for the first week in February.

Business Analysis: Software support for key corporate functions

G&S and IS

Product demonstrations at the end of January have been complete, with several more to occur early in February. Information Services are drafting a report on their findings and recommendations, with a view to discuss early in February.

Project Review and Optimisation Project Shared

Services

This project will enable Shared Services to understand the why, how and when of each process within the program. As a result, the program will re-establish performance indicators and take a strategic approach to process improvement. The project is made up of four stages, with stage one underway; stage one centres around process review and identification of gaps.


26

8. REGULATORY COMPLIANCE 8.1 Financial Compliance

Description Program Timeframe

Manage capital and operational budgets to achieve the benchmark Local Government financial sustainability ratios, including the operating surplus, net financial liabilities, and asset sustainability ratios.

Measure: Completion of Long-Term Financial Forecast including applicable ratios

Finance

Provide relevant and useful information to Council, stakeholders and clients. Measure: Production of monthly strategic financial reports

Finance

Provide relevant and useful information to Council, stakeholders and clients. Measure: Number of high-risk audit issues

Finance

8.2 Corporate Governance

Policies New Policy’s Approved

in January 2020 Existing Policies Approved in January 2020

Council Policies Nil 3 Policy adopted on 22 January 2020 • 003 - Use of the Bluewater Lagoon Policy • 050 - Youth Policy • 066 - Aboriginal & Torres Strait Islander Policy

Administrative Policies Nil 1 Policy was approved by the CEO: • 054 - Controlled Entities & Beneficial Enterprises

Policy

Policy Review commenced 21 Policy reviews were commenced in the Month of January.

Policy Consultation Management Consultation was undertaken on 4 reviewed policies for the month of January.

Activity Program Comments

Administrative Action Complaints G&S Corporate Governance processed 11 Administrative Action Complaints

during January.

Authorised Person Applications Processed

G&S The Authorised Person Project is on track to have new ID Cards and instruments printed by the end of February 2020. E-Learning Packages for Local Government Worker and Authorised Persons have been developed and are in the process of being implemented.

RTI Applications G&S 1 RTI Application has been received for the month of December and 1

application was finalised.


27

6

4

11

4

0

3

2

0

Insurance Claims Received January 2020

Motor Vehicle - 6 Public Liability Personal Injury - 4 Public Liability Plant -1

Public Liability - 1 Theft - 4 Professional Indemnity - 0

Malicious Damage - 3 Other - 2 Water Damage - 0

31

13

40

25

3 1

Governance General Enquiries January 2020

Insurance Advice - 31 Policies - 13General Governance Advice - 40 Delegation Requests/Authorised Persons - 2SAI Global Standards Requests - 5 Administrative Action Complaints - 3RTI/IP General Inquiries - 1 Local Laws -0


28

0 5 10 15 20

Total Received - YTD

No of RTI App Still Current

No of RTI Applications Withdrawn

No. of RTI App Finalised for Month

No. of RTI App Rec'd for Month

19

2

0

1

1

Right to Information ApplicationsJanuary 2020

35

5

392

286

80

26

0 50 100 150 200 250 300 350 400 450

Number of days to process Application

Contact with Applicant

Number of Pages considered per Application

Number of pages released in full

Number of pages released in part

Number of pages refused access

Right to Information Application Statistics -January 2020

RTI 16


29

8.3 Internal Audit

Inventory / Stores Management and Stocktakes Completed

Contractor Management In Progress Audit is being outsourced. An RFQ has been issued and responses being evaluated

Public Event Management In Progress Scope Plan had been issued and audit commenced

Regulatory / Licensing and Compliance In Progress Scope Plan had been issued and audit commenced

Audit Committee • Next Audit Committee meeting is 13 February 2020. This will be the last meeting for current external members.

• New external members have been approved by Council at the 22 January meeting.

9. LAND & BUILDINGS 9.1 Building Maintenance

Internal Audit Reviews Underway Status Comments

Other Internal Audit Activity Comments

Description

• Installation of a new filter housing behind commercial steam oven in Convention Centre kitchen.

• Mirani Library – Installation of new LED external lights.

• Tommy Webster community hall – New AC split system unit installed in kitchen.

• Mackay Administration Building – installation of new Zip Chiller unit in ground floor kitchen.

• MECC Space floor, removal of all flooring and replacement with new.

• MECC Foyer carpet replacement in the Entertainment Centre.

• MECC Convention Centre operable wall repairs completed.


30

9.2 Land & Tenure

Description

Leases:

• Lease renewals:

o Mallia Road lease executed

o Local law permit renewed for Reef Catchments - Willetts Road

o User agreement renewed for Qld Health - Tommy Webster Hall

o Toy Library - ongoing

o Internal discussions commenced for lease with Caneola

• New leases:

o Grazing licence - Eton-Homebush Road

o Mackay Basketball - ongoing

• Lease matters still under negotiation:

o Rugby Union - Quarry Hill

• New Lease enquiries:

o Iona Men's Shed - assisting Community Development

o Koumala Basketball

• Lease Inspections:

o Mackay Lions Soccer

• General Lease Matters:

o Nita Fleming Oval - Lifestream surrender

o Lions Soccer - trees

o Town Hall - parking

o Ashtart - ongoing

• Lease Compliance:

o Lions Soccer - request for new trees and ball stop net

o Pioneer Tennis - new courts

o Public Liability Insurance - sent 6 new requests, plus 25 follow-ups of which 20 were received

• The Dome:

o Tenancy 2 - Travel Associates

Land Matters:

• Land maintenance:

o Evans Avenue North Mackay - referred to Parks


31

• Encroachments

o Under investigation:

Scawfell Avenue

Ocean Avenue

Edmunds Avenue

o Meeting and discussions with selling agent and prospective purchasers regarding encroachment of dwelling into road reserve

The Land & Road Use Committee:

• 1 x land issues

• 0 x road issues

• Review of road closure applications for last two years in regard to DNRME processes.

Council Reports:

• VMX Whitsunday - extension of agreement for lease

• Sarina & District Community Men's Shed - new lease to include an additional area

• Cowleys Road

• Permanent Road Closure - Mount Martin Loop Road, Mount Martin

• Permanent Road Closure - Gurnett Road, Sarina

• Permanent Road Closure – Dumbleton

Miscellaneous:

• Internal enquiry regarding land use purposes for certain parcels of land in relation to tree planting

• Facility Managers agreements for two community halls

• MOU for Mirani Hall

• Seaforth Community Hall enquiry

• GWL car park and access issues - Security Audit

• Work commenced on a presentation on grazing leases

monthly review > january 2020 - mackay council...monthly review > january 2020 . 1 . 1....

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