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Organisational Services Monthly Review

> October 2019

Organisational Services Monthly Review > October 2019

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 ................................................................................................................................................... 3

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

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

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

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

3.4 Procurement Services .................................................................................................................................... 14

3.5 Property Services........................................................................................................................................... 15

4. PEOPLE AND CULTURE ................................................................................................................................. 16

4.1 Key Activities ................................................................................................................................................. 16

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 ....................................................................................................................................... 30

9.1 Building Maintenance ..................................................................................................................................... 30

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


1

1. EXECUTIVE SUMMARY

This report is for the Organisational Services Department for the month of October 2019. • Safety continues to be a focus of the Department with no LTI’s reported since 2017/18.

• As part of SafeWork Month, approximately 400 MRC employees attended a safety presentation from Dallas

Adams; ‘Why Safety Matters’. Dallas’ presentation covered the loss of his father and brother in workplace incidents and was an emotional reminder of the flow on effects of having two family members who went to work and didn't come home.

• It was pleasing to see that 83% of MRC expenditure in October was spent locally in the Mackay region. This equates to $9,336,295 being spent with local businesses.

• Fifteen positions were approved by SLPT for the 2020 intake of Apprentices and Trainees. Recruitment will take place in early 2020, with a start date for the new recruits in early April 2020.

• The rates reminder SMS initiative was, once again, hugely successful and resulted in 1235 files not being sent for collection, 502 payment arrangements processed and $1,452,935.13 in outstanding monies, being collected.

• The Queensland Audit Office (QAO) signed off on the MRC 2018/19 Financial Statements this month.

• October saw the presentation and endorsement of the first quarter report for enterprise risk management by SLPT.

• Customer Service Officers are to be congratulated on the level of external customer satisfaction being achieved this month with satisfaction levels reaching 99%. High levels of customer satisfaction have been consistently reached over the last 3 months which is a testament to the work of our employees.

Kylie Lamb Director Organisational Services


2

2. SAFETY 2.1 Incidents and Injuries

The following injuries to MRC employees were reported in October:

• Finger pain after using computer mouse for an extended period. • Distress caused by an abusive customer.

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

• Wasp sting. • Neck injury while two people were playing at a pool.

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

2.3 Key Activities

Safety activities conducted during October included:

• Focus groups meetings were held to identify the potential impacts of implementation of changes to the safety aspects of contractor management. Finalisation of a draft procedure and guideline, and associated forms continues.


4

• As part of SafeWork Month, approximately 400 of our people attended a safety presentation from Dallas Adams; ‘Why Safety Matters’. Dallas’ presentation covered the loss of his father and brother in workplace incidents and was an emotional reminder of the flow on effects of having two family members who went to work and didn't come home.

• Assisted WHS Queensland Inspectors in their visits to MRC workplaces, undertaken as part of their compliance and monitoring programs.

• Development of a draft risk assessment and traffic, pedestrian, plant movement plan for the Paget Depot.

• 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, and pre-start meetings and toolbox talks.

• Attendance at WHS Queensland SafeWork Month breakfast.

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% 53%

Grade of Service (GOS)

The percentage of customer calls that are answered

within 60 seconds across the Shared Services team.

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

Abandoned Calls The percentage of customers that abandon their call before

being served. > 6% 4.5-6% < 4.5% 2.5%

External Customer

Satisfaction

A measure of customer satisfaction as reported by

the end of call survey < 80% 80-85% > 85% 99%

Customer Request

Completion

Service requests resolved within corporate standard

timeframes < 80% 80-85% > 85% 84%


5

KPI Graphs and Commentary

Calls Received: A total of 8397 calls were received in the October reporting period, averaging 381 calls per day, an increase from September’s average of 356 per day. The increase can be attributed to rates being due and reminders being issued.

First Contact Resolution (FCR): FCR results showed that 53% of customer queries were resolved at first contact in October, a decrease from 60% FCR in September. This result is primarily driven by the rates reminder SMS initiative resulting in an increased number of customers calling to arrange payment extension terms that fall outside the Customer Service delegation.

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 87% in September to 85% in October.

Abandoned Calls: Abandoned calls increased slightly from 2.0% in September to 2.5% (211 calls) in October across the combined queues. For the main MRC queue, the abandoned call rate was 2.2% (169 calls). The call back take-up rate remains low at 0.7% (61 calls). The average call answer time is 1 minute and 27 seconds.

60%

65%

70%

75%

80%

85%

90%

95%


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. Survey volumes for October represent 99% (491 calls) of the overall contact centre calls received as compared to 98% (455 calls) in September. 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 981 84%

MRC Total 3475 70%

MRC Top 5 Pathway requests Lodged October 2019 Volume % of total

requests

Change of mailing address 303 8.1%

Debt Collections Enquiries 147 3.9%

BINS - Damaged Wheelie Bins 116 3.1%

Planning Advice Enquiries 110 2.9%

Phone Message 74 2.0%


8

3.2 Aquatic Facilities Attendance Figures:

Note:

• Mirani Pool closed 18 April 2019 and re-opened 16 September 2019.

Sum ofBWL

Sum ofMemorial

SwimCentre

Sum ofPioneer

SwimCentre

Sum ofSarina Pool

Sum ofMiraniPool

Sum ofMARC

2017 Total 115388 30087 34439 19165 17553 02018 Total 182689 34221 32500 26400 16224 02019 YTD total (calendar year) 198599 20435 27668 15841 13979 28375

0

50000

100000

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250000

Atte

ndan

ces

Aquatic Facilities Annual Attendances 2017- 2019 Calendar Year

Facility September

2019 October

2019

Bluewater Lagoon 30945 40145

Mackay Aquatic Recreation Complex 3722 5914

Memorial Pool 1298 2034

Pioneer Pool 2141 2583

Mirani Pool 414 4107

Sarina Pool 0 5495


9

Attendances January to October - Monthly and Yearly Attendance Comparison

Note:

• Attendances from February 2019 onwards are taken from the people counter (entry figues only). • 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

BWL 2018 36756 16230 17526 12875 3332 720 3906 0 19273 27318BWL 2019 32878 26008 27605 24035 6554 5510 4919 0 30945 40145

0

5000

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ces

Bluewater Lagoon Attendances 2019 Calendar Year (Jan- Oct)

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

MSC 2018 3104 4188 3182 834 1683 1790 2343 1984 3146 2994MSC 2019 3084 5220 5428 898 84 584 1330 475 1298 2034

0

1000

2000

3000

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6000

Atte

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ces

Memorial Swim Centre 2019 Calendar Year Attendances (Jan-Oct)


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

PSC 2018 3629 7035 3889 1971 309 0 0 0 0 4918PSC 2019 3850 6487 7481 1169 1834 730 494 899 2141 2583

0

1000

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8000

Atte

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Pioneer Swim Centre 2019 Calendar Year Attendances (Jan-Oct)

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sarina Pool 2018 3383 4702 2332 117 0 0 0 0 0 5856Sarina Pool 2019 3330 3072 3412 532 0 0 0 0 0 5495

0

1000

2000

3000

4000

5000

6000

7000

Atte

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ces

Sarina Swim Centre Attendances 2019 Calendar Year (Jan-Oct)


11

Note:

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

Mackay Aquatic and Recreational Complex (MARC) Attendance figures

Sum ofJan

Sum ofFeb

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Mirani Pool 2018 1407 2758 1100 200 0 0 0 0 63 2767Mirani Pool 2019 1551 3994 3785 128 0 0 0 0 414 4107

0

500

1000

1500

2000

2500

3000

3500

4000

4500

Atte

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Mirani Pool 2019 Calendar Year Attendances (Jan-Oct)

Sum ofMar

Sum ofApr

Sum ofMay

Sum ofJun

Sum ofJul

Sum ofAug

Sum ofSept

Sum ofOct

Sum ofNov

Sum ofDec

MARC Aquatics 2019 TOTAL 6303 2853 3125 2357 2108 2449 3722 5458MARC Athletics 2019 TOTAL 381 719 4479 2574 2119 1396 2018 456

0

1000

2000

3000

4000

5000

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7000

Atte

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MARC Aquatic and Athletic Attendances 2019 Calendar Year (Mar-Oct)


12

September

2019 October

2019 MARC Aquatic Attendances 3722 5458 MARC Athletic Attendances 2018 456 MARC Total Attendances (Aquatics and Athletics) 5740 5914

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% 80%

Service Request Resolution

Percentage of service requests resolved within

corporate standard timeframes

80% 80-85% 85% 75%

Internal Customer Satisfaction

Survey

IT email survey - % of customers whose

experience met or exceeded expectations

75% 75-84% 85% 99%

Notes:

The KPI results i.e. incidents (noting this is at the lower end of the “met KPI” scale) and services not being closed within pre-agreed standard resolution timeframes is due to the following reasons:

• Addressing of backlog that with their classification of “backlog” already exist in a breach state. This will

be an ongoing impact on KPI’s until such time that the backlog is completely addressed.

• Further analysis of the incidents contributing to the poor KPI result indicated that there is evidence of incorrect classifications of requests at time of raising and resolution. The incorrect classification does not allocate the relevant SLA and therefore can be an incorrect record of a breach.

• The survey request resolution and internal customer satisfaction survey results for October 2019 are again satisfying when taking into consideration that key resources in the previously vacant roles are still on a learning curve.

• 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. In addition, strategies are 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. Most recently discussions have been established with Microsoft regarding their traineeship partnership program they are piloting. These discussions are to establish if MRC would be considered as a regional pilot participant (note this would be the first participant outside of a major city and within Queensland).


13

Information Services Satisfaction Survey – October 2019

October 2019 Survey Rating %

1 How would you rate the level of customer service received? (Timely updates, follow through, helpfulness, communication skills) 91%

2 Was your request completed within a reasonable timeframe? (If not please state expectation in comments section please.) 89%

3 Was your support request completed to your satisfaction? 88%

October 2019

Survey Results Below

Expectations Met

Expectations Exceeded

Expectations Not

Assigned* Totals

# of Responses 5 115 264 0 384 * Not assigned excluded

Overall Rating 1% 30% 69% N/A 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.

Tier 1 Tier 2 Tier 3

ECM Finance One

Email GIS

Internet

Kiosk_Chris21

Pathway

Assetic

Aurora Bruce Mandalay

Manage Engine


14

KPI Commentary Incident and Service Request Metrics: The volume of incident and service requests has increased this month, from 804 in September to 846 in October. Comparisons to previous months and same period last year show that this total remains lower than the average and in direct comparison to same period 160 less. This continued trend in incidents raised when directly compared to same period last year is a good indication of the quality of service, infrastructure and applications being provided from Information Services. 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.

3.4 Procurement Services

Activity October 2018 October 2019

Purchase Orders (PO) Raised 875 692

Line Items in POs 2479 1555

POs Received 1064 1090

Line Items in POs Received 3893 3887

Invoices Processed 3471 3512

Request for Quotes Issued 14 8

Request for Tenders Issued 8 2

Tenders Awarded 8 3

Quotes Awarded 7 9


15

Area Monthly Amount

October 2019 Monthly %

October 2019 FYTD

Amount FYTD %

Local Spend (Mackay region) $9,336,295 83% $37,650,067 66%

Regional Spend (WROC area) $13,139 1% $233,308 1%

External Spend $1,796,805 16% $18,642,800 33%

Note: October saw an increase in the local spend figure due to a significant payment to Queensland Fire and Emergency Services. Additionally, there were large payments made to local firms including Ergon Energy, Kennedy Amplifier Hire, BRW Transport and Quarries and Crokers Truck Centre.

3.5 Property Services

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%

27%

43% 41%

16%

1% 1% 1% 1%

Area Monthly Spend %

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

0

50

100

150

200

250

300

350

400

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

Pathways Requests

Key & Padlock Requests

Security Access Requests

Building MaintenanceRequests

Actioned Property Services Requests


16

Scheduled Maintenance tasks – Roof re-screws: Sarina Yukan building, Sarina Depot Admin, Bedford Road Community Hall, Mackay Museum. Reception room LED lighting replacement.

4. PEOPLE AND CULTURE 4.1 Key Activities

Breakdown of Building Maintenance Requests Actioned – October 2019

Volume % of total requests

Miscellaneous 86 33.20%

Repairs 31 11.97%

Plumbing 35 13.51%

Electrical 55 21.24%

Safety & Legislation 24 9.27%

Air Conditioning 21 8.11%

Scheduled Maintenance 7 2.70%

Activity Comments

Organisational Culture

October was a busy month for Organisational Development with the initiation of a new project for the team. Under Pat Sheehan’s guidance, People and Culture’s integrated strategies have been reviewed and reprioritised to ensure delivery of key focus areas in job evaluation, workforce planning and organisational learning, in line with associated MRC business and action plans. The aim of the project is to develop design and implement an improved job analysis and evaluation system to build the foundations to better manage talent, career and succession planning for the future.

Diversity and Inclusion

The Inclusive Leadership workshop series which commenced on 11 April 2019, continued in October with workshop number six, with guest facilitator Alma Besserdin from Wimmigrants. Alma focused on bringing the last six months of work into an action plan that can be taken to SLPT for endorsement and implementation. Two MRC employees, one People and Culture staff member and a representative from the Inclusive Leadership group, attended the Workforce Inclusion and Diversity conference in Melbourne, and will be presenting to the Inclusive Leadership group in early November.

Workforce Relations

Two additional employee relations roles were approved by SLPT and the recruitment process has begun for these roles. These additional resources will provide increased service levels to the wider business. The preparations for the negotiation of the Certified Agreement are still underway with the initial meeting scheduled for 7 November 2019.

Of the total number of Building Maintenance Requests received for the month of October (259), the top 3 requests related to: 1. Miscellaneous, (majority including security, cleaning and consumables) 2. Electrical (majority including LED lighting, Power point replacements, data point replacements) 3. Plumbing (majority including Zip units, roofs, gutters, downpipes and toilet amenities)


17

Activity Comments

Learning and Development

EOIs for the Apprentices and Trainees for the 2020 intake were presented to SLPT and 15 positions were approved and agreed to. Recruitment will take place in early 2020, with a start date for the new recruits in early April 2020.This will allow seven of the current trainees to complete in March before the new starters begin, to make a total of 35 trainees & apprentices by April 2020. It was another busy month in October for the Learning and Development team: • Facilitated 2 inductions during October with 14 people new employees commenced. • Completed 90-day probation reviews for 4 trainees who commenced in July. • Completed 6 monthly reviews for our 13 apprentices and trainees who commenced in

March this year. • Completed 3 monthly check for all other apprentices and trainees with their RTO for

progress report. Customer service training commenced with Erin Norman delivering sessions to Andrew Gibbs and his staff

Leadership Development

Participants for Cohort 2 of Elev8 were finalised and commenced in October, with the first face to face sessions in late October. The second module of Elev8, the Operational Leader is in development with the selected training provider TP Human Capital, with the first draft close to review. The Empowering module continues through to Christmas and early 2020, with the final team days planned for Directors and their management teams.

Managers across the organisation also participated in a two-day management retreat at Broken River in Eungella building collaboration and capability at senior levels of MRC.

Health and Wellbeing

October – Mental Health Focus Two Safe Talk training sessions, facilitated by Grapevine, were run in early October with 19 staff members taking part. There has also been requests for more training sessions from some of the teams. LGIA Super visited in October (for the third time this year) with nearly all the 1:1 Health Check appointments booked during their week-long visit. Funky Sock Friday was promoted for every Friday through the month in support of mental health awareness and helping to stamp out the stigma of mental health. There were 16 entries in the #personalzest competition for the “funkiest” team with entries received from both indoor and outdoor teams. From Organisational Services we had entries from the Employee Services, Property Services and People and Culture teams (photos below), with a special mention to the Employee Services team who took part every Friday with a different theme each week. Winners will be announced in the November edition of Grapevine.


18

Activity Comments

Workforce Capability

Workforce Planning activities have been undertaken, including identification of Critical Roles for different Program Areas. Workforce Plan on a Page due in January in alignment with Business Planning processes.

P&C team working on Job Analysis, Job Evaluation and Learning Needs Analysis frameworks to develop foundational processes to support building workforce capability.

Volunteers MRC representative attended the State Volunteering Conference, hosted by Volunteering Queensland is in Brisbane. Topics presented included: new approaches to engaging volunteers, creating diversity in our volunteer groups, and trends on types of volunteering and how volunteering is changing. Presentations to staff who have volunteers in their program are being organised, and conference materials have been made available. Audits against Volunteering Australia’s National Volunteering Australia are scheduled to commence in November. Pre-audit reviews have commenced.

Water Industry Worker Pilot Program

The second block of training took place at the Paget Depot throughout the month of October with participants travelling from Cairns, Townsville, Burdekin and Whitsundays to take part. The Learning and Development Coordinator – Water Industry Worker took the opportunity to speak to the participants about the program, answer any questions, sit in on parts of the training and encourage all participants to provide constructive feedback on the pilot to date. The first round of one on one assessments will take place in November in the persons workplace.

PROJECT: Mackay Regional Skills Investment Strategy

RSIS Reference Group meeting held 01/10/2019. Next meeting planned for 03/12/2019, this will be the last for the year, it is anticipated that a representative from Department of Employment, Small Business and Training RSIS Brisbane division will be present. Agriculture – Training programs being developed in Smartcane Best Management Practices (BMP), Haul-out Operator and Working in and Around Powerlines. – CQU university has committed to addressing RTO gap in Queensland for the agricultural industry. The Longreach Pastoral College (LPC) and the Emerald Agricultural College (EAC) are due to shut their doors at the end of this year, a suitable alternative has been a key concern for the agricultural sector up to this point. Health – Training program being developed for dementia skill set training for delivery to age care facilities in Mackay. METS – RIN running non-accredited leadership training, as a result of industry feedback on employer difficulty transitioning employees from floor to leadership.


19

4.2 Staff Contingent

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

Full Time 9 290 175 112 172 84 842 846

Part Time 0 9 9 35 37 0 90 94

Apprentice/Trainees 0 2 9 5 9 1 26 27

Temp 0 10 8 13 11 1 43 42

Casual 1 3 12 83 6 3 108 114

TOTAL EMPLOYED 10 314 213 248 235 89 1109 1123

Active Vacant 1 25 17 10 15 9 77 59

TOTAL 11 339 230 258 250 98 1186 1182 *Stats current as of 31 October 2019

• Total vacant positions: 82 • Total number of positions filled in October: 21

6771

82

29

39

2116 15 13

0

10

20

30

40

50

60

70

80

90

Aug-19 Sep-19 Oct-19

Monthly Recruitment Statistics

Total Vacant Positions Positions Filled Departures


20

• As of 31 October, there were 77 positions across MRC that were actively being recruited to either through

external or internal recruitment and selection processes. The total current vacant positions are 82.

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

• 12 month moving average turnover was 16.76% as at 31 October 2019. • Monthly turnover was 1.41% as at 3 October 2019. • A total of 13 employees departed MRC in the month of October 2019. • Comparison data – annual Australian regional employee turnover 19.32% (AHRI 2018)

39

89

105110

103 103

85

106112

6771

82

69

93 9398

7382

70

8188

5559

77

36 3645 44 46

42 4235

40 38 36 36

14 14 14 1724

2016 13 14

28 26 26

0

20

40

60

80

100

120

Monthly Position Occupancy

Total Vacancies Advertised Vacancies Secondment Higher Duties

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%

Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19Turnover Monthly

(Headcount) 1.90% 1.60% 1.61% 1.60% 1.23% 2.63% 1.15% 0.84% 0.99% 1.72% 1.55% 1.16% 1.41%

Turnover - Rolling Average(Headcount) 16.57% 17.05% 16.76% 17.15% 17.18% 16.89% 16.56% 17.72% 17.76% 17.98% 17.49% 17.21% 16.76%

Turnover


21

5. FINANCIAL PERFORMANCE 5.1 Key Activities

11

2

Separations for October 2019

Resignations (incl left without notice) Contract Finished

Retired Death / Invalidity

Termination of Employment

Activity Program Timeframe Comments

Budgets & LTFF Finance

September Budget Review was adopted by Council on the 23 October 2019.

LTFF process improvement meetings continued in October.

Statutory Reporting Finance QAO signed MRC 2018/19 Financial Statements during October.

The Strategic Financial Report was adopted by Council on the 23 October 2019.

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25

6. PERFORMANCE & RISK 6.1 Corporate Performance Planning & Reporting This month saw the presentation of the first quarter report of the Operational Plan to both SLPT and Council. The report was endorsed in both forums and is available to the public via Council’s website. Progress of actions within the Operational Plan is positive with 65 actions on target, 9 below target, 1 complete and 15 that did not require a status update in the quarter. Where actions are reported as below target, the relevant business areas have plans in place to resolve and meet future targets. Planning for the review of current Business Plans and 2020-23 development continued this month with scheduling of review activities to take place early in November.

6.2 Enterprise Risk Management This month saw the presentation and endorsement of the first quarter report for enterprise risk management by SLPT. Actions to mitigate strategic risk are progressing as planned, where actions may not be progressing as anticipated, the relevant business areas are taking action to resolve and meet future targets.

The annual review of Enterprise Risk Management has been planned and will commence next month. The review involves extensive engagement across the various business areas of Council, exploring the internal and external operating environments, existing strategic risks and also any areas of emergent risk. Outcomes of the review are reported in the second quarter Strategic Risk Report.

7. BUSINESS IMPROVEMENT 7.1 Business Improvements \C

Description Program Comments

Safety Systems Streamlining Project

G&S The IS Share Point initiative has continued to progress this month, nearing the desired outcome of safety information available to all staff anytime, anywhere. As at end of October, most staff have this access. Any staff that do not, IS are working with business areas to rectify.

Contractor Safety Management Project

G&S Impacts as a result of this initiative have been considered this month in preparation for implementation planning and documentation finalisation throughout the remainder of 2019.

Business Analysis: Software support for key corporate functions

G&S and IS An initiative that is set to explore appropriate options to better support key corporate functions (safety, quality, corporate performance planning, enterprise risk management, corporate governance), was initiated this month.

Project scope and milestones will be considered further in November.

SMS Reminder Notices Billing

Services

The SMS initiative was, once again, hugely successful and resulted in the following outcome from the 2253 (2451 sent last period) SMS sent:

• 1235 (55%) files not sent for collection • 502 (22%) payment arrangements entered • Of the $4,524,675.64 in outstanding monies, $1,452,935.13 (32%) was

collected


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

Description Program Comments

Reduction of Paper-based processes

Payment Services

A change in process has resulted in over 300 pages of paper not being printed each week by the Payroll team.

Business Process Management

Business Improveme

nt Team

This month, work continues with the Parks teams to align their processes with the Assetic roll out. The Office of Mayor & CEO and Civil Operations are nearing completion of their implementation.

New Process Champions has been appointed in Strategic Planning and Customer Service with a planned bi-annual BPMX in November.

Activity Program Comments

Administrative Action Complaints G&S Corporate Governance processed 8 administrative action complaints during

the month of October. 1 internal review complaint was reviewed by Corporate Governance. 1 PIN review was also completed.

Authorised Person Applications Processed

G&S 3 AP applications were processed. The AP Project continues with an on-line training package developed and a review of some 400 cards underway with Program Managers. All cards expiry on 28 February 2020.

Delegation Review G&S A review into Council’s Delegation Register is continuing and has been an

enormous task for this small team.

RTI Applications G&S Both Right to Information Applications received during the month were

around the removal of the Bucasia Beach Swimming Enclosure.

General

G&S Corporate Governance has been involved in the trailing of Doc Assembler which is the replacement of Minute Manager which is utilised for both Council and Audit Committee meetings.


27

Policies New Policy’s Approved in

October 2019

Existing Policies Approved in October 2019

Council Policies Nil. 013 - Tree and/or Vegetation Vandalism Policy 080 - Memorial, Monument and Plaque Requests Policy 095 - Competitive Neutrality Complaints Policy

Administrative Policies

086 - Remotely Piloted Aircraft (Drone) Policy

059 - First Aid Policy 069 - Security Requirements for Afterhours Meetings / Functions Policy The following policies were approved to be rescinded: 017 - Library Personal Information Policy; 071 - Display-exhibition Event Policy; 072 - Libraries Collection Development Policy.

Policy Review commenced

11 Policies were processed for review.

Policy Consultation

6 Policies were circulated for management consultation.

7

5

6

2

2

Insurance Claims Received - October 2019

Motor Vehicle - 7 Public Liability Personal Injury - 5

Public Liability Plant - 6 Public Liability - 2

Theft - 0 Professional Indemnity - 0

Malicious Damage - 2 Other - 0

Water Damage - 0

General (continued)

The potential of this system across whole of Council for meetings and recording of actions will need to be explored. Staff across Council will be undertaking training in Doc Assembler week beginning 11 November 2019.

With the implementation of the Council’s Service Agreement in relation to third party claims for either panel repairs or auto glass repairs has ensured a more streamlined process for both the client and Council.


28

31

1648

31

103 1

Governance General Enquiries October 2019

Insurance Advice - 31 Policies - 16

General Governance Advice - 48 Delegation Requests/Authorised Persons - 3

SAI Global Standards Requests - 1 Administrative Action Complaints - 10

RTI/IP General Inquiries - 3 Local Laws -1

2

3

0

1

13

0 2 4 6 8 10 12 14

No. of RTI App Rec'd for Month

No. of RTI App Finalised for Month

No of RTI Applications Withdrawn

No of RTI App Still Current

Total Received - YTD

Right to Information Applications -October 2019


29

8.3 Internal Audit

Building and Facilities Security Fieldwork Completed Report being finalised.

Inventory / Stores Management and Stocktakes In Progress Fieldwork 80% complete.

Financial Delegations In Progress Fieldwork 90% complete.

Audit Committee Request for External Representation on the Audit Committee for 2020 has been advertised. Applications close on 26 November 2019 and will be reviewed. It is anticipated to have a recommendation to Council of successful appointees by January 2020. The last Audit Committee meeting for the year will be held on 12 December 2019, with the annual meeting plan for 2020 to be tabled and the External Auditors (Bennett Partners) Client Strategy for 2020 to also be presented.

24

179

164

15

0

17

34

27

7

0

5

1

0

N U M B E R O F D A Y S T O P R O C E S S A P P L I C A T I O N

C O N T A C T W I T H A P P L I C A N T

N U M B E R O F P A G E S C O N S I D E R E D P E R A P P L I C A T I O N

N U M B E R O F P A G E S R E L E A S E D I N F U L L

N U M B E R O F P A G E S R E L E A S E D I N P A R T

N U M B E R O F P A G E S R E F U S E D A C C E S S

Right to Information Application Statistics October 2019

RTI No. 10

RTI No. 11

RTI No. 12

Internal Audit Reviews Underway Status Comments

Other Internal Audit Activity Comments


30

9. LAND & BUILDINGS 9.1 Building Maintenance

9.2 Land & Tenure

Description

• Slade Point Community Hall has had an external LED lighting replacement

• Reception room has undergone LED lighting replacements

• Sarina Administration ceiling tiles have been replaced

• Sarina Depot office – roof re-screw completed

• Bedford Road Community Hall – roof re-screw completed

• Sarina Field of Dreams Yukan Building – roof re-screw completed

• Gordon White Library automatic disabled door has undergone repairs to bring up to current standard

• Sarina Neighbourhood Centre has had ceiling tiles replaced

• Sarina Youth Centre has been fully re-painted

• MECC Convention Centre toilets have had hand dryers replaced

• Andergrove Community Hall – burst water supply at isolation valve repaired

• Gordon White Library roof leak rectification work has been completed

• 42 Wellington Street main lunchroom Zip boiler/chilled water unit installed

• Mirani Administration Building new Zip chilled water unit installed

• Final stage of Gordon White Library car park lighting repairs has been completed

Description

Leases:

• Lease renewals:

o Toy Library

o Walkerston Library

o Selectability - Wood Street - Form 13 amendment fully executed

• New leases:

o Sub-lease between Vintage Kiss & Pioneer Valley Tourism Development Association finalised at Melba House

o User agreement for Norths Cricket to utilise Wren St, Slade Point finalised

• Lease matters still under negotiation:

o Rugby Union - Quarry Hill

o Brewers Park - licence letters sent out


31

o Mackay Stadium leases

o Grazing lease for Eton-Homebush Rd

o Mallia Road lease for water pumping purposes

o Barclays Road, Hennessey - Road Reserve

o Telstra licence at Mirani

o Optus & Telstra at Blacks Beach / Eimeo

• New lease enquiries:

o State Emergency Service (SES) / Rural Fire Service at Mirani Public Safety Business Agency.

• General Lease Matters:

o Meeting with Vintage Kiss regrading new deck - Melba House

o Ongoing issues at Nita Fleming Oval

o Mackay & District Senior Citizens Association

o Ashtart Restaurant

o Mackay Musical Comedy Players

o Pioneer Potters

o Mackay & Sarina Historical Societies

o Mackay Child Care Centre

o Selectability - Wood Street

o Sarina Men's Shed

• Lease Compliance:

o Lions Soccer Club - lighting upgrade & bus shelters

o Kucom Theatre - request for sign

o Senior Citizens - air conditioning upgrade

o Wanderers Football Club - spoon drain

o Mackay Society for Model Engineers - new roof & painting

o Creative Edge Dance Studio - new ceiling fan

o Currently chasing 28 Lessees for their public liability insurance - 6 received

• Tenders:

o Panel of Preferred Real Estate Agents currently being advertised

• The Dome:

o Managing ongoing issues with vacated tenancy

o Lease Renewals: One Stop Medical (Shop 14)

o Lease Enquiries: continued discussions with Travel Agent for Shop 2

o Ongoing discussions between GW3 and Connect Housing regarding lease areas

o Annual Fire Alarm Servicing


32

Land Matters:

• Fencing:

o Jonathon Court, Alligator Creek

o Yakapari-Habana Road, Habana

o Victoria Street, Mackay

o Hodges Street, East Mackay

• Encroachments

o Under investigation:

Scawfell Road, Slade Point

Ocean Avenue, Slade Point (ongoing)

Palm Street, North Mackay

Ivan Johnsons Road, Oakenden

The Land & Road Use Committee:

• 4 x land issues

• 4 x road issues

Miscellaneous:

• Fire permit – North Queensland Bulk Ports

• Several requests on reserves, land at Harbour and contaminated land searches

• SES shed use and accommodation - Finch Hatton

• Entry Notices from Department of Transport and Main Roads x 2 - North Mackay

• Enquiry on Reserve Land from member of public

• Caledonian Drive

• Finalising requests for burn-off

• Meeting with possible new Facility Manager for Glenella Hall

• Mirani Hall:

o Further investigations into a possible Facility Manager

o Student contacted Council seeking information on hall for project

• Reserve Land/Freehold Land coming into Council's ownership & Native Title implications

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