Coordinate customer service requests

Responsible officer: Group Leader Engagement

Does legislation require us to provide this service? Yes

CSP outcomes met by this service

• Our community continues to have access to high quality public services

• We embrace the introduction of new technology to help deliver better outcomes for the community

How is the service delivered?

We aim to resolve 80% of customer enquiries or requests at the first point of contact. This can be done on the phone, at our front counter, by letters or emails, or on our website (online forms).

Written requests via email or traditional mail will be responded to within 7 working days of receiving it. Service requests received from customers are logged and allocated a priority level (with an associated response time):

• Extreme (within 4 Hours)

• High (within 2 working days)

• Medium (within 7 working days)

• Low (within 7 working days)

What you think (2022 Community Scorecards)

Measures of success

Deliver and maintain roads, bridges and drains

Responsible officer: Section Leader Transport Services

Does legislation require us to provide this service? Yes

CSP outcomes met by this service

• Our public infrastructure is maintained for its current purpose and for future generations

• Public infrastructure continues to meet our community and business requirements

• Infrastructure is planned for the long-term and without imposing an unfair burden on future generations

• Our limited resources are targeted to where they are needed most

• Best practice and innovation are used to deliver value for money

• Our public infrastructure is maintained for its current purpose and for future generations

• Our limited resources are targeted to where they are needed most

How is the service delivered?

We deliver projects for new or existing road, bridge and drain assets. We aim to provide the community with the roads, bridges and drains they need.

We plan, design and oversee the ongoing safe operation of roads, bridges and drains. We manage the community’s assets responsibly, focusing on best value, risk, safety and sustainability.

We maintain and upgrade roads based on the Delivery Program and Operational Plan. We carry out emergency work to keep roads trafficable during weather events and accidents.

Planned maintenance work such as patching potholes is done to restore assets to useable standards. Unplanned maintenance work happens when the issue is a higher risk (e.g., a tree across a road needs clearing).

Road, pedestrian and footpath bridges as well as road signage and road marking are maintained regularly.

What you think (2022 Community Scorecards)