Notes to and forming part of the financial statements - Glenorchy City ...
Notes to and forming part of the financial statements - Glenorchy City ...
Notes to and forming part of the financial statements - Glenorchy City ...
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Strategy:<br />
3.5.1 Manage <strong>the</strong> <strong>City</strong>'s transport network<br />
<strong>to</strong> promote sustainability, accessibility,<br />
choice, safety <strong>and</strong> amenity.<br />
Key Outcomes<br />
Supported <strong>the</strong> development <strong>of</strong> <strong>the</strong> Brooker<br />
Highway Strategy, in <strong>part</strong>icular from Berriedale<br />
Road <strong>to</strong> Howard Road.<br />
Actively <strong>part</strong>icipated in <strong>the</strong> Nor<strong>the</strong>rn Suburbs<br />
Light Rail Community Advisory Panel.<br />
GOVERNANCE –<br />
A sustainable, best value<br />
organisation<br />
Govern <strong>the</strong> <strong>City</strong> in a democratic,<br />
open <strong>and</strong> responsible manner in <strong>the</strong><br />
best interests <strong>of</strong> <strong>the</strong> community as<br />
a whole<br />
Strategy:<br />
4.1.4 Ensure preparedness for natural disaster<br />
<strong>and</strong> p<strong>and</strong>emic by ongoing review <strong>of</strong> <strong>the</strong><br />
<strong>City</strong>'s Emergency Management Strategies.<br />
Key Outcomes<br />
Council’s Emergency Management Plan was<br />
reviewed <strong>and</strong> rewritten in accordance with <strong>the</strong><br />
new municipal guidelines. It was approved by<br />
<strong>the</strong> State Emergency Management Controller in<br />
November 2010.<br />
Strategy:<br />
4.1.5 Manage information in an integrated,<br />
secure, efficient, effective <strong>and</strong> userfriendly<br />
way.<br />
Key Outcomes<br />
There were 99,901 documents registered <strong>to</strong><br />
Electronic Content Management System (ECM)<br />
this year. Cadastral data set migration was<br />
completed this year <strong>and</strong> additional Geographic<br />
Information System (GIS) data context were<br />
created for staff use such as, rates modelling <strong>and</strong><br />
cus<strong>to</strong>mer service.<br />
Page 40 <strong>Glenorchy</strong> <strong>City</strong> Council Annual Report 2010/11<br />
Strategy:<br />
4.1.6 Manage Council's assets in way that<br />
maximises <strong>the</strong> "whole <strong>of</strong> life" benefit <strong>to</strong><br />
current <strong>and</strong> future citizens.<br />
Key Outcomes<br />
Infrastructure budget has been developed <strong>to</strong><br />
ensure <strong>the</strong> available funds are being spent in <strong>the</strong><br />
best possible way.<br />
Plan <strong>and</strong> provide best value<br />
cus<strong>to</strong>mer services <strong>to</strong> meet <strong>the</strong><br />
needs <strong>of</strong> <strong>the</strong> community<br />
Strategy:<br />
4.3.1 Provide a high st<strong>and</strong>ard <strong>of</strong> service <strong>to</strong><br />
Council’s cus<strong>to</strong>mers.<br />
Key Outcomes<br />
Centralisation <strong>of</strong> Cus<strong>to</strong>mer service is well under<br />
way. A new Cus<strong>to</strong>mer Service Counter has been<br />
constructed that accommodates 5 cus<strong>to</strong>mer<br />
service <strong>of</strong>ficers. These <strong>of</strong>ficers are being trained<br />
<strong>to</strong> carry out all <strong>of</strong> <strong>the</strong> cus<strong>to</strong>mer service functions<br />
that were previously undertaken by individual<br />
de<strong>part</strong>ments at <strong>the</strong> de<strong>part</strong>ments’ counters.<br />
Centralisation <strong>of</strong> cus<strong>to</strong>mer service means that<br />
cus<strong>to</strong>mers will no longer have <strong>to</strong> go <strong>to</strong> a number<br />
<strong>of</strong> different counters for a simple transaction, such<br />
as registering a dog.<br />
The new cus<strong>to</strong>mer service counter was completed<br />
at minimal cost.<br />
Centralisation <strong>of</strong> cus<strong>to</strong>mer service has also seen<br />
<strong>the</strong> introduction <strong>of</strong> a “call centre”, again staffed by<br />
cus<strong>to</strong>mer service <strong>of</strong>ficers who are being trained <strong>to</strong><br />
deal with <strong>the</strong> majority <strong>of</strong> cus<strong>to</strong>mers’ enquiries.<br />
The aim is <strong>to</strong> resolve in excess <strong>of</strong> 80% <strong>of</strong> cus<strong>to</strong>mer<br />
enquiries at <strong>the</strong> 1st point <strong>of</strong> contact, i.e. in <strong>the</strong><br />
Cus<strong>to</strong>mer Service Section.