highlights and significant issues report · first contact resolution (fcr) the percentage of...
TRANSCRIPT
Organisational Services
Organisational Services Monthly Review > February 2018
Contents
1. EXECUTIVE SUMMARY ..................................................................................................................................... 1
2. SAFETY ............................................................................................................................................................ 2
2.1 Incidents and Injuries ....................................................................................................................................... 2
2.2 Lost Time Injuries & Days Lost .......................................................................................................................... 2
2.3 Key Activities ................................................................................................................................................... 3
3. CUSTOMER SERVICE ....................................................................................................................................... 4
3.1 External Customer Services ............................................................................................................................. 4
3.2 Aquatic Facilities .............................................................................................................................................. 7
3.3 IT Support ........................................................................................................................................................ 7
3.4 Key Activities ................................................................................................................................................. 10
3.5 Procurement Services .................................................................................................................................... 11
3.6 Property Services........................................................................................................................................... 12
4. PEOPLE AND CULTURE ................................................................................................................................. 13
4.1 Key Activities ................................................................................................................................................. 13
4.2 Staff Contingent ............................................................................................................................................. 14
5. FINANCIAL PERFORMANCE ........................................................................................................................... 17
5.1 Summary Financial Position ............................................................................................................................ 17
5.2 Financial Ratios .............................................................................................................................................. 17
5.3 Key Activities ................................................................................................................................................. 17
5.4 Program Financial Position ............................................................................................................................. 18
6. BUSINESS IMPROVEMENT ............................................................................................................................. 20
6.1 Business Improvements ................................................................................................................................. 20
7. PROJECTS ..................................................................................................................................................... 20
7.1 Internal Projects ............................................................................................................................................. 20
7.2 Capital Projects .............................................................................................................................................. 21
8. REGULATORY COMPLIANCE.......................................................................................................................... 23
8.1 Financial Compliance ..................................................................................................................................... 23
8.2 Corporate Governance ................................................................................................................................... 24
8.3 Internal Audit ................................................................................................................................................. 26
9. LAND & BUILDINGS ....................................................................................................................................... 27
9.1 Building Maintenance ..................................................................................................................................... 27
9.2 Land & Tenure ................................................................................................................................................ 28
Organisational Services Monthly Review > February 2018
1
1. EXECUTIVE SUMMARY
February was a great month for our Shared Services Team. Not only did they meet or exceed all their Key Performance Indicators (which they consistently do month after month in any case), our Contact Centre team were also awarded Best in Class in the IQPC (International Quality and Productivity Centre) 2018 Awards. This is a national award and highlights the consistent high level of professionalism and quality delivered every day by the team.
Also during the month, the operator of Memorial and Pioneer Swim Centres advised Council that they were unable to continue with the lease agreement to manage these facilities. The Property Services team implemented an emergency, interim solution and negotiated with Global Product Search (GPS), the operators of the Bluewater Lagoon, to keep the facilities open while a long term solution is identified.
Safety continues to be a focus for the Directorate with ongoing work to ensure our workplace is a safe as it can be. The Governance and Safety team facilitated further information sessions for our staff (and contractors) with Ergon Energy on the risks encountered when working near powerlines.
The preparation for the 2018/19 Budget continues to advance with the Finance team working with all areas of Council to work through successive drafts. We will be working with Councillors and the Management Team over the coming months to finalise what is a massive and critical task.
Andrew Knight
Director Organisational Services
Organisational Services Monthly Review > February 2018
2
2. SAFETY
2.1 Incidents and Injuries
Lost Time Injuries & Days Lost
There has been 2 LTIs recorded for the 2017-18 financial year.
Two near-miss incidents were reported in February.
During a Council Meeting, a member of the public gallery was asked to leave the Chambers due to his behaviour.
The driver of an MRC vehicle reversing out from a car park did not see another vehicle behind it requiring the driver of the other vehicle to swerve to avoid a collision.
Organisational Services Monthly Review > February 2018
3
Department
2013-14 2014-15 2015-16 2016-17 2017-18
LTI Days Lost LTI
Days Lost LTI
Days Lost LTI
Days Lost
LTI
Days Lost
Assets
Finance 1 4
SSC 1 4
Procurement & Plant 1 17
Property Services
Governance & Safety 1 8
Office of the Mayor & CEO
Organisational Services 1 4 0 0 1 4 0 0 1 25
2.2 Key Activities
• Arranged further information sessions – conducted by ErgonEnergy –focusing on the risks encountered when working nearpowerlines, and what controls must be implemented to ensuresafety. In total 102 people attended, including 15 MRCcontractors who were invited to take advantage of this excellentfree training opportunity.
• A draft event risk management guide has been developed, fordiscussion with internal stakeholders. The intention is toimprove the current process and to assist MRC staff to continueto organise successful and safe events for our community.
• The requirements to keep and maintain hazardous chemical registers and safety data sheets(SDS) were reviewed. A change of procedure in line with legislative requirements is to beimplemented for consumer products. The aim is to make this this process simpler and lesstime and resource consuming.
• Following a review of InContol (MRC’s electronic incident reporting system) several changeshave been made to streamline the process to make it easier for users.
• New trainees and apprentices recently commenced with MRC. WHS provided a formal WHSinduction and facilitated customised manual task training to two groups.
• Investigated critical incidents.
Glossary
Incident Any unplanned event resulting in, or having a potential for injury or ill health.
Lost Time Injury (LTI) Incidents that resulted in a fatality, permanent disability or time lost from work of one day / part of a day or more
Total Recordable Injuries (TRI) Incidents that result in a Lost Time Injury (LTI), Suitable Duties Injury (SDI) and Medical Treatment Injury (MTI)
Organisational Services Monthly Review > February 2018
4
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% 55
Grade of Service
(GOS)
The percentage of customer
calls that are answered
within 60 seconds across the
NAS team.
< 80% 80-85% > 85% 89
Abandoned Calls
The percentage of customers
that abandon their call before
being served.
> 6% 4.5-6% < 4.5% 2.6
External
Customer
Satisfaction
A measure of customer
satisfaction as reported by
the end of call survey
< 80% 80-85% > 85% 95
Customer
Request
Completion
Service requests resolved
within corporate standard
timeframes
< 80% 80-85% > 85% 95
KPI Graphs and Commentary
First Contact Resolution: FCR results remained consistent with 55% of customer queries resolved at first contact in February, and 52% in January.
54%57%
60%
53% 53% 54% 52%55%
0%
10%
20%
30%
40%
50%
60%
70%
Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun
First Contact Resolution
15/16
16/17
17/18
FY17/18 SatisfactoryTarget
FY17/18 ExceededTarget
Organisational Services Monthly Review > February 2018
5
Grade of Service: A total of 8,379 calls were received in the February reporting period, averaging 419 calls per day, compared with 372 per day in January.
Abandoned Calls: Abandoned calls decreased from 2.73% in January to 2.64% in February across the combined
queues. For the main MRC queue the abandoned call rate was just 1.84% (125 calls). The call back take-up rate
continues to remain low at 0.57%, with an Average Speed of Answer at 1 minute 19 seconds.
8591
10086
9235
8058
6775
5650
78098379
86% 84% 85%90% 92% 89% 89% 89%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0
2000
4000
6000
8000
10000
12000
Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun
Grade of Service
Calls Received 15/16 Calls Received 16/17 Calls Received 17/18
Grade of Service 15/16 Grade of Service 16/17 Grade of Service 17/18
2.94%3.45%
3.01%
2.44%1.92%
2.78% 2.73% 2.64%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun
Abandoned Calls
Satisfactory
Exceeded
15/16
16/17
17/18
Organisational Services Monthly Review > February 2018
6
External Customer Satisfaction: Consistent with January performance, surveys were completed in the month
of February representing 12% of the overall call volume.
Customer Request Completion: Lodged requests for SSC remain consistent for the past 8 months averaging 33 per day and resolve times continue to exceed targets at 95% resolved within standard timeframes. Lodged requests for MRC remained consistent at 182 per day and with on-time resolution increased from 76% to 78%.
Requests where a SSC Officer is responsible of actioning the request made up 18% of all requests in February.
97%
94% 94% 93%
95%
93%
95%95%
50%
60%
70%
80%
90%
100%
110%
Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun
External Customer Satisfaction - End of call survey
Satisfactory
Exceeded
16/17
17/18
Lodged Resolved within SLA
MRC Total 3635 78%
SSC 655 96%
MRC Top 5 Pathway requests Lodged February 2018
Volume
% of total
requests
Replace wheelie bin 292 7.8%
Change of mailing address 232 6.2%
Mosquito Control 221 5.9%
Repair wheelie bin 178 4.8%
Planning Advice Enquiries 148 4.0%
Organisational Services Monthly Review > February 2018
7
3.2 Aquatic Facilities
During the month, the operator of Memorial and Pioneer Swim Centres, LTS Leisure, provided 30 hours' notice of their departure from Mackay and their inability to continue with the lease agreement. As an emergency interim solution, Global Product Search (GPS), the operators of the Bluewater Lagoon, are providing essential services to maintain normal operations. This however has been hampered by a lack of booking, program and contact information for both facilities. Property Services and GPS are working through these issues.
Mirani Pool has experienced stable weekday patronage however the upgrade to Platypus Beach has seen a significant decrease in weekend and holiday attendances at the facility.
Sarina Pool operations is slowly recovering from decreased patronage experienced during a period of uncertainty pertaining to access and operating agreements.
The Bluewater Lagoon held the contemporary retelling of Shakespeare's A Midsummer Night's Dream. The production, 18 months in the making, was a promenade theatre spectacle performed throughout the Bluewater Lagoon providing the Mackay residents with a cultural experience like few others.
3.3 IT Support
Internal Service Metrics
KPI KPI Description
Target
Result Red
(Under KPI)
Green
(Met KPI)
Blue
(Exceed KPI)
Incident Resolution
Percentage of incidents
resolved within corporate
standard timeframes
80% 80-85% 85% 85
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% 97
Organisational Services Monthly Review > February 2018
8
Applications Availability
KPI KPI Description
Target
Result Red
(Under KPI)
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% 99.99%
Tier 2 Systems < 98% 98-99% > 99% 100%
Tier 3 Systems < 98% 98-99% > 99% 100%
KPI Commentary
Incident and Service Request Metrics: The volume of incidents raised increased this month, from 809 in January to 899 in February.
It is worth noting that the ICT Operations team have again achieved a good closure rate of 84.8%.
The below graph identifies the Raised Vs Closed and Pending requests, along with WIP and backlog. As can be seen below, the overall volume of backlog is the lowest it has been since this measurement began back in May.
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.
Organisational Services Monthly Review > February 2018
9
Internal Customer Satisfaction: During the month of February 491 survey responses were received, which represents 55% of the requests and incidents lodged.
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
Aurora Bruce Mandalay
Manage Engine
98%
97%99%
96% 96%97%
99%97%
50%
60%
70%
80%
90%
100%
110%
Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun
Internal Customer Satisfaction - Helpdesk email survey
Satisfactory
Exceeded
16/17
17/18
Organisational Services Monthly Review > February 2018
10
3.4 Key Activities
Activity Program Comments
Apprentices & Trainees
SSC 20 Apprentices & Trainees commenced this month, after 1003 applications were originally received.
UPS (uninterruptible power supply) upgraded in Mirani
SSC Mirani UPS upgraded, providing 8-12 hr backup power in the event of power loss. This will support SCADA network related items as well as the MRC network for depot and office locations. Mirani is an environment where regular power loss is experienced for short periods and therefore this will provide a vastly improved service to the users.
Rates & Water Notices SSC Rate Notices issued 12/02/18, electronically delivered. Due for payment 14/03/18. Water Meter reading commenced 27/02/18.
Best in Class Winners SSC Contact Centre successfully won the Best in Class 2018, this is a National award that is the result of much hard work and dedication by the entire Contact Centre team.
Organisational Services Monthly Review > February 2018
11
3.5 Procurement Services
Activity February 2017 February 2018
Purchase Orders (PO) Raised 573 690
Line Items in POs 1669 1831
POs Received 750 802
Line Items in POs Received 3051 3304
Invoices Processed 3495 3419
Request for Quotes Issued 20 15
Tenders Issued 6 4
Tenders Awarded 8 4
Quotes Awarded 10 6
Area Monthly Amount
February 2018
Monthly % February 2018
FYTD Amount FYTD %
Local Spend (Mackay region) $7,087,245 87% $81,579,904 72%
Regional Spend (WROC area) $ 20,162 1% $ 303,297 1%
External Spend $1,005,591 12% $30,071,025 26%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18
75% 73%80% 77%
63%
81%
71%
87%
25% 27%19% 22%
36%
18%28%
12%
0% 0% 1% 1% 1% 1% 1% 1%
Area Monthly Spend %
Regional Spend(WROC Area)
External Spend %
Local Spend (MackayRegion)
Organisational Services Monthly Review > February 2018
12
Melba House Decking Replacement
3.6 Property Services
Breakdown of Building Maintenance Requests Actioned - February 2018
Volume % of total
requests
Repairs 66 25.88 %
Miscellaneous 66 25.88 %
Plumbing 52 20.39 %
Electrical 50 19.61 %
Air Conditioning 18 7.06 %
Safety & Legislation 3 1.18 %
0
50
100
150
200
250
300
350
Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb
Pathways Requests
Key & Padlock Requests
Security Access Requests
Building MaintenanceRequests
Actioned Property Services Requests
Of the total number of Building Maintenance Requests received for the month of February (255), the top 3 requests related to Repairs (including doors, locks, hardware, fixtures and fittings), Miscellaneous (including cleaning, consumables, furniture, whitegoods) and Plumbing.
Organisational Services Monthly Review > February 2018
13
4. PEOPLE AND CULTURE 4.1 Key Activities
Activity Timeframe Comments
Organisational Culture
The Employee Engagement Pulse Survey was completed in December 2017. The results are being prepared for delivery to SLPT the week of 19 March so that the CEO and Directors can deliver results to employees in March.
Health and Wellbeing Strategy
The annual Health Checks initiative was conducted in February. The results have been received and will be presented to employees in March.
The celebration of Harmony Day on 21 March, as part of the Health and Wellbeing Strategy theme of social health, has been advertised across the whole of MRC.
Leadership Development
The Transformational Leadership is to be launched with the Fundamental Leader modules to be delivered in first half of 2018. The Operational Leader modules, as developed by Australian Institute of Management (AIM), have been revised and the proposed new package presented to MRC in March.
All Directors have completed their 360-degree feedback process with feedback and coaching to be provided in March. Each of the Departments will then cycle through the same process from April onwards following a presentation by the CEO, Directors and the provider on the process for the Management Team.
The first internal Women in Leadership Workshop was conducted on Friday 9 February and the second on Tuesday 13 March. Over 200 female leaders or aspiring leaders will participate in the morning workshops focused on building Confidence as a leadership skill. On 9 February, 13 female leaders participated in an intensive afternoon Confidence skills workshop before engaging in a mentoring program for six months with a Mackay business leader.
Learning and Development
The 2018 Apprentice and Trainee Intake completed a two-day Induction Administration process including – SRTO sign up, training contracts, review of range of work plans, and meeting key MRC staff.
21 Cert III in Civil Construction traineeships have been signed-up and have customised training delivery planned for existing workers.
Organisational Services Monthly Review > February 2018
14
4.2 Staff Contingent
Status OMC ECI DS CCS OS CW TOTAL Prev.
Month
Full Time 7 376 168 112 175 0 838 835
Part Time 0 4 6 24 33 0 67 68
Apprentice/Trainees 0 7 12 5 10 0 34 17
Temp 0 9 7 11 11 0 38 38
Casual 0 8 12 93 3 0 116 114
TOTAL EMPLOYED 7 404 205 245 232 0 1093 1072
Active Recruitment 1 11 7 12 5 1 37 55
TOTAL 8 415 212 257 237 1 1130 1127
Diversity and Inclusion
The DFV Awareness training plan for MRC employees has been drafted for May and November annually. This has been reviewed and agreed by SLPT. Providers are being engaged to deliver for the May activities.
A Diversity and Inclusion Policy will be presented to SLPT on 20 March.
An Inclusive Workplace Workshop is being planned as part of the connection between developing leadership and having a diverse and inclusive workplace.
People and Culture
The recruitment of the Director Capital Works role continues. Shortlisted candidates were interviewed in early/mid-February.
An Organisational Change Procedure is being developed to support budget and operational requirements, as well as provide overall guidance to all of MRC on implementing organisational change.
Organisational Services Monthly Review > February 2018
15
• Total vacant positions: 71, which is significantly higher than previous months but correlates to the higherturnover in Dec/Jan, therefore a higher number of requisitions, as well as the lower than average positionsfilled due to the seasonal recruitment of 20 apprentice and trainee roles influencing recruitment workload.
• Total number of positions filled in February: 22*
*Note: 20 x Apprentice and Trainee positions have been included in the above number
• As of 28 February, there were 37 positions across Council that were actively being recruited toeither through external or internal recruitment and selection processes. The total current vacantpositions are 71 and the remainder of those roles are filled via secondments, higher duties orpending decisions on whether to fill or not.
0
10
20
30
40
50
60
70
80
Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18
Monthly Recruitment Statistics
Total Vacant Positions Positions Filled Departures
0
10
20
30
40
50
60
70
80
November December January February
Position Occupancy February 2018
Total Vacancies Advertised Vacancies Secondment Higher Duties
Organisational Services Monthly Review > February 2018
16
• 12 month moving average turnover was 14.20% as at 28 February 2018.
• Monthly turnover 1.12% as at 28 February 2018
• A total of 13 employees departed MRC in the month of February, 24 in January 2018.
Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb
12 Month Moving Average 15.31% 15.23% 15.00% 14.51% 13.80% 13.03% 12.92% 12.80% 12.96% 13.41% 13.84% 14.20%
Monthly Turnover Rate 1.43% 0.86% 1.00% 1.05% 1.23% 0.57% 1.13% 0.93% 1.12% 1.51% 2.25% 1.12%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
% T
urn
ove
r R
ate
Resignations (incl left without notice), 12
Contract Finished, 1
Separations for February 2018
Resignations (incl left without notice) Contract Finished
Retired Death / Invalidity
Termination of Employment
Organisational Services Monthly Review > February 2018
17
5. FINANCIAL PERFORMANCE
5.1 Summary Financial Position
(in $ ‘000) YTD Budget YTD Actual Variance
Total Revenue 241,994 238,687 (3,307)
Total Expenses 113,139 109,304 (3,835)
Operating Surplus (BID) 128,855 129,383 528
Depreciation 50,560 50,478 (82)
Interest 5,620 5,765 145
Net Operating Surplus 72,675 73,140 465
Council is currently predicting an operational surplus at year end of $26K, following the adoption of the December budget review. Council is currently reporting an operating surplus $465K above YTD budget, mainly as a result of the timing of grant revenue and associated expenses particularly in relation to NDRRA.
5.2 Financial Ratios
YTD Target
Operating Surplus % 30.6% 0% - 10%
Interest coverage % 0.77% 0% - 5%
Net financial liabilities % -21.4% < 60%
Current ratio 5.1 Between 1 and 4
Asset sustainability % 44.9% > 90%
Capital expenditure ratio 0.94 > 1.1 times
The ratios are distorted during the financial year due to the timing of payments and the recognition of revenue. These ratios will adjust during the financial year to better reflect targets.
5.3 Key Activities
Activity Program Timeframe Comments
Budgets & LTFF Finance
The December budget review was adopted by council in February.
Planning is well underway for the 2018/19 LTFF and budget.
Statutory Reporting Finance
The monthly Strategic Financial Report for January was presented to council in February.
Org
an
isati
on
al S
erv
ice
s
Month
ly R
evie
w >
Febru
ary
2018
% V
ari
an
ce
fro
m Y
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dg
et
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als
more
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r Y
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Bu
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betw
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5.4
P
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Po
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Org
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ational S
erv
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anagem
ent
447,6
14
231,2
99
268,0
36
36,7
37
116%
3.0
2 -
People
& C
ulture
1,5
43,6
98
857,0
73
833,7
66
(2
3,3
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97%
3.0
3 -
Fin
ancia
l S
erv
ices
2,7
08,1
34
1,3
85,8
10
1,2
62,5
90
(123,2
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91%
3.0
4 -
Pro
cure
ment
& P
lant
(4,6
60,5
65)
(3,2
35,1
76)
(3,2
81,9
69)
(46,7
93)
101%
3.0
6 -
Gove
rnance &
Safe
ty3,3
70,4
11
2,6
48,7
51
2,6
54,3
12
5,5
61
100%
3.0
7 -
Asset
Managem
ent
1,1
08,6
71
591,0
97
507,1
12
(8
3,9
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86%
3.1
1 -
Pro
pert
y S
erv
ices
8,1
76,7
49
4,7
84,5
43
4,8
03,6
91
19,1
47
100%
3.1
5 -
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s F
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Queensla
nd F
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roje
ct
(434,2
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(435,2
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1,6
47,8
41
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83,0
68
-379%
3.1
6 -
Work
s F
or
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ound 2
Fundin
g P
roje
ct
- (3
50,0
00)
(352,1
25)
(2,1
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101%
7.0
1 -
Share
d S
erv
ices C
entr
e M
anagem
ent
3,0
35,0
36
2,4
88,6
35
2,3
89,7
93
(98,8
41)
96%
7.0
2 -
Share
d S
erv
ices C
entr
e E
mplo
yees
8,8
18,4
00
5,8
07,9
82
5,1
96,3
22
(611,6
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89%
7.0
3 -
Share
d S
erv
ices C
entr
e Info
rmation S
erv
ices
3,8
46,8
05
2,9
44,6
37
2,9
00,8
76
(43,7
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99%
TO
TA
L O
PE
RA
TIO
NA
L27,9
60,7
45
17,7
19,4
23
18,8
30,2
45
1,1
10,8
22
106%
On t
rack -
com
mitm
ents
bein
g fin
alis
ed for
oth
er
activi
ties.
On t
rack.
Som
e s
avi
ngs in w
ages r
ealis
ed t
hro
ugh
vacancie
s.
On t
rack.
Som
e c
oncern
s s
till
for
final F
Y w
age
am
ounts
On t
rack.
Som
e c
osts
inclu
din
g s
om
e v
alu
ations h
ave
been
slig
htly d
ela
yed,
but
still
are
expecte
d t
o b
e r
ealis
ed.
On t
rack -
Additio
nal pro
jects
during t
he y
ear
may
impact
on e
nd o
f year
result.
Paym
ent
of th
e fin
al 10%
for
round 1
is s
till
outs
tandin
g.
This
is n
ow
expecte
d t
o b
e r
eceiv
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Organisational Services Monthly Review > February 2018
20
6. BUSINESS IMPROVEMENT
6.1 Business Improvements
7. PROJECTS
7.1 Internal Projects
OPEX Projects
Description Program Comments
Enterprise Risk Management (ERM) Review
G&S The assimilation of data from the annual enterprise wide risk review has been completed with the findings reflected in the risk register and supporting risk mitigation actions. Consultation with the Audit Committee on the new Framework document and the new Risk Policy has been undertaken.
Safety Systems Streamlining Project
G&S The first stage of the project has been completed and approval has been gained from the Steering Committee to progress to implementation which includes: the rationalisation of safety documentation; the development of a centralised approach to information management; and developing an education and awareness program.
Corporate Performance Planning Project
G&S Three-year Business Plans (one page) with supporting 12 month Action Plans are being developed by program areas to inform the 2018/19 Operational Plan. A new streamlined reporting process for the Action Plans and the Operational Plan is under development.
Legislative Compliance Review
G&S Options to improve internal control over legislative compliance are being investigated for management consideration.
Insurance Review Project
G&S A project to improve the administration and management of insurance has commenced. This includes: establishing improved governance arrangements over the insurance process; streamlining processes; and developing tools and guidelines to assist decision-makers.
Project Program Comments
Valuation for FY2018
AM Valuers condition audits complete. MRC to review the reports in March.
Asset Management Working Group
AM Asset Management Working Group continuing to meet monthly, and Stormwater and Corporate AM identified as priority for additional Resources.
Organisational Services Monthly Review > February 2018
21
7.2 Capital Projects
Project Phase Project %
Completion Comments
SES Facility at Ness Street
Complete 100% Official opening to be held on the 10 March 2018.
Sarina depot wash bay Design 5% Business case has been submitted.
Mirani depot wash bay Construction 20% Site survey ground scan scheduled for 13 March.
Dowden’s pumping mobilising to site on the same day.
Plant Replacement Program
Ongoing 70% Continuing to see savings recognised from local dealers.
New John Deere 670GP Grader for Civil Ops Road Maintenance
Water Depts self- sufficient potable water trailer for use at fairs, or where water must be cut off to houses. Powered by solar generation.
Organisational Services Monthly Review > February 2018
22
Project Phase Project %
Completion Comments
Gordon White Library- Server room extension
Construction 80% Waiting on sound proofing of end walls and bring over two more racks from Paget.
Racks - Before / After
Stadium Air conditioning- Corporate area
Construction 20% Equipment has arrived. Pre-start meeting and work to commence 12 March.
Artspace Compactus installation
Construction 20% Fergus Builders have removed all the shelving and wall racks on 9 March. Storeright to commence the installation of the compactus on 12 March. Expected completion date is 16 March after which Fergus will re- install the shelving and two wall racks.
Paget Depot Workshop Extension
Design 10% Site meeting with external consultants scheduled for 6 March.
Bluewater Quay Cafe Tender 10% Tender has gone out on 3 March. Mandatory site
meeting to be conducted with four Contractors on the 7 March. Tender closes end of March.
Administration Building Refurbishment
Design 5% Manager Property Services has received concept designs. Awaiting final designs in order to progress to tender.
Goldsmith Street, No. 5 & 7 Council Houses
Construction 85% Both houses have been removed. Site clean up to be completed. Old sewer inspection pit to be removed.
Organisational Services Monthly Review > February 2018
23
8. REGULATORY COMPLIANCE
8.1 Financial Compliance
Description
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
Provide relevant and useful information to Council, stakeholders and clients.
Measure: Production of monthly strategic financial reports
Provide relevant and useful information to Council, stakeholders and clients.
Measure: Number of high risk audit issues
Project Phase Project %
Completion Comments
Windows 10 Standard Operating Environment
Movement to industry standard provision and improvements in security and corporate application integration.
In Progress / Construction
47% Continued success and acceptance of Windows 10 in its pre-deployment phase. Currently distributed to 400+ users.
Endpoint Protection Management
Convergence of endpoint device security and enhancements in our endpoint configuration management.
In Design/Planning
26% Detailed design complete, onsite consultancy timeframes being finalized.
Intranet and Customer Portal
Hybrid delivery utilising SharePoint online to achieve intranet and extranet (portal) capabilities to our organisation and patrons.
In Progress / Construction
35% Customer portal design and risk assessment complete. Scope for streams 1 – 5 approved and work commenced.
Organisational Services Monthly Review > February 2018
24
8.2 Corporate Governance
Damaged shade sails at the Blue Water Lagoon that were repaired under insurance
Replaced shade sails at the Blue Water Lagoon
Activity Program Comments
Right to Information G&S
One RTI Application was received during February requesting information in relation to floating swimming enclosures.
Policy reviews G&S
Four Policies were circulated to the Management Team for consultation in February.
Corporate Governance Investigations G&S
One internal review regarding a PIN was received for investigation during February.
Cyclone Debbie Insurance Claim G&S
Negotiations are continuing with the Loss Adjuster regarding the shade sail component of the claim, which has been the only matter of significant dispute between MRC and the insurer. This is expected to be resolved in March.
Organisational Services Monthly Review > February 2018
25
6
2
2
0
2
01
0
Insurance Claims Received -February 2018
Motor Vehicle - 6 Public Liability Personal Injury - 2
Public Liability Plant - 2 Public Liability - 0
Theft - 1 Professional Indemnity - 0
Malicious Damage - 1 Other
34
8
14
6
3
35
Governance General Inquiries -February 2018
Insurance Advice - 34 Policies - 8
General Governance Advice - 14 Delegation Requests/Authorised Persons - 6
SAI Global Standards Requests - 3 Administrative Action Complaints - 3
Local Laws - 5
Organisational Services Monthly Review > February 2018
26
8.3 Internal Audit
Internal Audit Reviews Underway Status Comments
Consultancies
Assess processes relating to procurement, approval and management of consultancies
In Progress Fieldwork completed and report being drafted.
Revenue Collection – Waste & Recycling Refuse Centres
Review processes related to the collection of fees at MRC Waste and recycling centres
In Progress Scoping stage completed and fieldwork in progress.
Audit Actions Register Recommendation Follow Up
Identify audits where a number of issues were raised to validate that action taken to address previous recommendations are still in place and effective
In Progress Areas reviewed as follow up reviews include Infringements and Delegations.
Other Internal Audit Activity Comments
Audit Committee Next Audit Committee meeting is to be held on 16 April 2018.
Organisational Services Monthly Review > February 2018
27
9. LAND & BUILDINGS
9.1 Building Maintenance
Description
Paget Depot fire tanks have had new personal hatches installed to both tanks to improve access.
Paget Depot fire tanks have had 2 x 50mm float valves installed to replace faulty ones.
New dishwasher installed in the kitchenette at the Shared Services Centre.
New dishwasher has been installed at the Mirani Council house.
Mirani Community Hall has had a plumbing service completed on all taps, cisterns and urinals.
Sarina Depot workshop has had a new water line run for the safety shower through the internal of the shed.
Sarina Depot has had 4 new external solid core doors replaced to improve security.
Organisational Services Monthly Review > February 2018
28
9.2 Land & Tenure
Paget Depot wash bay has been re-opened after contaminated water was pumped out and treated.
Pool vacuum units from Memorial and Pioneer pools have been serviced and repaired.
Following inclement weather, various water leaks were identified and rectified – Sarina Administration Building, Andergrove Neighbourhood Centre, 42 Wellington Street.
Description
Available tenure for community organisations: -
• Promotion of sharing facilities and grounds with likeminded organisations always recommended in the first instance.
• Buildings or storage space - Nil
• Vacant Land: -
o Bovey Street, North Mackayo Heaths Road, Glenella (low lying)o Rural land of various sizes average of 20kms distance from Mackay city centre
Encroachment agreements reached and being rectified: -
• Kataryn Street, Grasstree Beach
• Vellas Road, Marian
• Grasstree Beach Road, Grasstree Beach
Picture 3 - before the pump out (contaminated water) Picture 4 - After the pump out had finished
Organisational Services Monthly Review > February 2018
29
Freehold properties currently listed for sale, as a result of the freehold land investigations: -
• 49 51 and 53 Bucas Drive, Bucasia - being marketed.
• Mapalo Road, The Leap - in negotiation.
• Lot 5 Bruce Hwy, Kuttabul - being marketed.
• Lot 1 Vellas Road, Mirani - in negotiation
• Lot 3 Vellas Road, Mirani - in negotiation
• Lot 1 Newbury-Mt Vince Road, Mirani - settlement held
Identification of all State Reserve with Council as trustee's project:
• Total Reserves investigated: 749
• Reserves identified not required and could be revoked (2nd list): 49 (referred to Council Programs forcomment)
• Reserves for further investigation: 219
• Reserves to be retained: Total – 449
Total Freehold Land being investigated: 661 (485 reviewed)
Total encroachments identified: Freehold (86) Reserves (218)
Resources for this project has ceased, therefore at this stage, no further action will be taken.
Weekly meetings established with The Dome Property Managers to discuss marketing, prospective tenants and maintenance issues.
Current Status: Tenancies occupied – 2, 5, 7, 8, 11, 12 and 13 Tenancies that have proposals by interested parties – 6, 10 and 11. Tenancies vacant – 3, 4, 6, 9, 10.
The Land & Road Use Committee agenda included the following requests for comments: -
• 1 x Permanent road closure applications.
Council approval granted for new Licensee at Bridges Café - documentation being prepared.
Work associated with the termination of lease with LTS Leisure.