Notes to and forming part of the financial statements - Glenorchy City ...

Strategy:
3.5.1 Manage the City's transport network
to promote sustainability, accessibility,
choice, safety and amenity.
Key Outcomes
Supported the development of the Brooker
Highway Strategy, in particular from Berriedale
Road to Howard Road.
Actively participated in the Northern Suburbs
Light Rail Community Advisory Panel.
GOVERNANCE –
A sustainable, best value
organisation
Govern the City in a democratic,
open and responsible manner in the
best interests of the community as
a whole
Strategy:
4.1.4 Ensure preparedness for natural disaster
and pandemic by ongoing review of the
City's Emergency Management Strategies.
Key Outcomes
Council’s Emergency Management Plan was
reviewed and rewritten in accordance with the
new municipal guidelines. It was approved by
the State Emergency Management Controller in
November 2010.
Strategy:
4.1.5 Manage information in an integrated,
secure, efficient, effective and userfriendly
way.
Key Outcomes
There were 99,901 documents registered to
Electronic Content Management System (ECM)
this year. Cadastral data set migration was
completed this year and additional Geographic
Information System (GIS) data context were
created for staff use such as, rates modelling and
customer service.
Page 40 Glenorchy City Council Annual Report 2010/11
Strategy:
4.1.6 Manage Council's assets in way that
maximises the "whole of life" benefit to
current and future citizens.
Key Outcomes
Infrastructure budget has been developed to
ensure the available funds are being spent in the
best possible way.
Plan and provide best value
customer services to meet the
needs of the community
Strategy:
4.3.1 Provide a high standard of service to
Council’s customers.
Key Outcomes
Centralisation of Customer service is well under
way. A new Customer Service Counter has been
constructed that accommodates 5 customer
service officers. These officers are being trained
to carry out all of the customer service functions
that were previously undertaken by individual
departments at the departments’ counters.
Centralisation of customer service means that
customers will no longer have to go to a number
of different counters for a simple transaction, such
as registering a dog.
The new customer service counter was completed
at minimal cost.
Centralisation of customer service has also seen
the introduction of a “call centre”, again staffed by
customer service officers who are being trained to
deal with the majority of customers’ enquiries.
The aim is to resolve in excess of 80% of customer
enquiries at the 1st point of contact, i.e. in the
Customer Service Section.