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Hobsons Bay City Council 23 August 2016
Ordinary Council Meeting Agenda
Appendix 4
Service Report - Corporate Services
CORPORATE SERVICES SERVICE REPORT
JULY 2016
GOVERNANCE AND LOCAL LAWS
Junior Council A Junior Council meeting was held on 3 August 2016. At this meeting students participated in a Walking and Cycling to School Workshop to assist Council with development of its Integrated Transport Plan. The workshop was facilitated by Council’s Strategic Planning Team. Feedback from students will be collated and used to inform the plan.
2016 Council
Election
The Council election will be held on 22 October 2016 by postal ballot.
A community and candidate information session was held at the Hobsons Bay Civic Centre on 11 August 2016. The information session was conducted by the Municipal Association of Victoria as part of the Stand for Council campaign and covered topics such as what is expected of a Councillor, experiences as a Councillor and how to become a Councillor.
The Victorian Electoral Commission will conduct an information session for potential candidates at the Hobsons Bay Civic Centre on Monday 12 September, from 7pm. The information session will cover the election timeline, the procedures and rules relevant to candidates with particular emphasis on the rules regarding election advertising.
Candidate nominations will close at 12 noon on 20 September 2016.
Documents for
Sealing since 25
June 2016
Register Number
Document Description Council Resolution or Officer Delegation
Date seal affixed
16/17 Sub-Lease – part Altona North Library, corner McArthurs Road and Millers Road, Altona North
Council resolution 10 May 2016
19/07/2016
16/18 Contract No. 2016.49 - Laverton North Kindergarten and M & CH – Extension and Renewal Works – Construction (Project)
Delegation 2/08/2016
16/19 Participation Agreement & Direct Deed – Landfill Facilities and Services to Receive and Dispose of Waste from Participating Councils
Council resolution 12 July 2016
2/08/2016
RISK AND OCCUPATIONAL HEALTH AND SAFETY
Safety Walk Safety Walk audit and inspections continue to be undertaken across Council workplaces with positive results. Identified or outstanding actions are reported to each of the Occupational Health and Safety (OH&S) Committees.
Tender Evaluations The OH&S component of tender evaluations was undertaken for:-
J.T. Gray Reserve Pavilion Carpark and external works design and consultancy – GroupGSA P/L
Digman Reserve Practice Cricket Wickets – Dynamic Sports Facilities P/L
OH&S/Risk
Management
OHS & Risk Management Briefing presentations were held as required for new employees and as refresher training.
Attendance at MAV best practice forum seminar
Joint Management Team risk training workshop to discuss and review the following objectives:
- Summary of risk management concepts;
- Key risk sources and events that are relevant to Council;
- Brief overview of Council’s current risk management framework;
- Risk profiling – why we undertake risk assessments and what are the
benefits?
- Application of the risk assessment process by working through identified
potential risks in smaller groups – group activity;
- Case study examples.
Injury Data –
July 2016
There were no lost time injuries reported in July and one medical treatment injury reported in July 2016. The "Days Lost" data may include days lost to injuries that occurred prior to the current reporting period.
0
2
4
6
8
10
12
14
16
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Injuries 15/16
Lost time injuries15/16
Injuries 16/17
Lost time injuries16/17
Injuries and Lost time injuries
0
10
20
30
40
50
60
70
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Days lost 15/16
Medical treatmentinjuries 15/16
Days lost 16/17
Medical treatmentinjuries 16/17
Days lost and medical treatment injuries
LOCAL LAWS
Local laws There were:
372 Local Law ‘CHARM’ assignments logged.
3 Derelict/abandoned vehicles impounded.
142 disabled parking permits issued.
21 Local Laws infringements issued.
Parking There were:
200 Parking ‘CHARM’ assignments logged.
1,170 Parking infringements issued.
Animal Management There were:
181 animal management ‘CHARM’ assignments logged.
11,335 Animals Registered as at the end of June 2016.
70 animals were impounded by Animal Management Officers.
DOGS CATS
Impounded Released Impounded Released
29 25 41 2
43 animal infringements issued under the Domestic Animals Act 1994.
2,313 Cat and dog registration reminder notices were sent during June as part of the cat and dog registration follow up. These being:
1,741 Dog registration reminder notices.
572 Cat registration reminder notices.
Parking Permits Parking Permits issued through the Green light Parking Permits system:
87 resident parking permits.
480 ticket machine permits.
38 visitor permits. There are currently:
2,936 active resident parking permits.
20,286 active ticket parking permits.
1,275 active visitor parking permits. (Total of 24,497 active parking permits)
Progressive Number of Local Laws Infringements (Financial Year)
Progressive Number of Parking Infringements (Financial Year)
0
100
200
300
400
500
600
700
800
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2011/12
2012/13
2013/14
2014/15
2015/16
2016/17
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
20000
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
2011/12
2012/13
2013/14
2014/15
2015/16
2016/17
EMERGENCY MANAGEMENT
Training and
Development
Exercise Blockade – 14 July 2016 Recovery Partners Tri Council (Wyndham, Melton and Hobsons Bay) Activation of North West Metropolitan Region Collaboration MOU and deployment of trained Emergency Relief Centre Staff to participate in Shift Bravo. Six staff deployed in a variety of roles from Team Leader Logistics, Information Management and Community Support. All areas of activation and deployment for the three Councils tested their standby, activation, deployment and briefings, including the OH&S Policy and Procedure responding to a Municipal Response, Relief and Recovery Request. The scenario relates to a siege situation and unapprehended gunman.
Collaborations NWMR Collaboration met to discuss the future governance.
Activation/
Deployments
No activations in July.
Incidents and
Notifications
No incidents or notifications in July
FINANCE
Financial Accounting Update
The end of year audited Annual Financial Report, including the financial and performance statements are nearing completion in accordance with the Local Government Model Financial Report as per the Local Government (Planning and Reporting) Regulations 2014. The financial results are currently being finalised, including the results for operations and capital works. Auditors from RSM Australia were onsite in early August to review the Annual Financial Report. Financial Statistics
The average balance of cash and investments during July 2016 was $43.101 million. This compares to the average balance of $50.995 million in June and an average balance of $44.414 million in May. The closing balance of cash and investments at the end of July was $34.153 million compared to $45.348 million at the end of June and $49.411 million at the end of May. Council investments at the end of July included cash and at call investments of $0.153 million and term deposits of $34.000 million, with an average date to maturity of 145 days and an average interest rate of 2.88 per cent.
Investments as at 31 July 2016 comply with Council’s investment policy as follows:- CBA cheque account $ 143,000
11AM account $ 10,000
Term deposits (see below) $ 34,000,000
Total cash and investments $ 34,153,000
0
10,000
20,000
30,000
40,000
50,000
60,000
Apr-16 May-16 Jun-16 Jul-16
$ 00
0
Average monthly bank and investment balance
Current Year
Prior Year
The balance of outstanding debtors for July 2016 was $2.334 million compared to an average balance of $1.417 million over the last twelve months.
Amounts outstanding over 90 days at the end of July 2016 total $317,000 representing 13.6 per cent of total debts. The significant debtor groups in this category include property services, a number of sporting clubs and city maintenance and cleansing. The provision for doubtful debts at the end of July is $317,000 or 13.5 per cent of total debts.
-
1,000
2,000
3,000
Apr-16 May-16 Jun-16 Jul-16
$'00
0 $ Value of AR billings
Monthly invoices
OutstandingDebtors
-
50
100
150
200
250
300
350
Apr-16 May-16 Jun-16 Jul-16
$'00
0
Receivables > 90 days
invoices > 90 days
Provision fordoubtful debts
Management Accounting Update Forecast Reviews 2015-16 The (quarterly) financial report for the year ended 30 June 2016 has been finalised and is based on the draft unaudited financial result. This report will be presented to Council on 23 August 2016 and the Audit Committee on 24 August. Annual Budget 2016-17
The operational budget for the 2016-17 financial year has been loaded into Council’s financial reporting system and is regularly monitored by responsible officers across Council. At the first quarter of this year, 30 September, officers will undertaken a formal review and forecasting process. Payroll has been provided with the standard hours of each position used to construct the employee costs as part of the Annual Budget 2016-17. These standard hours can then be loaded into the payroll system. Payroll has also been provided with an updated list of the programs used within the budget in relation to employee costs. Other
Council’s Long Term Financial Plan (LTFP) has been updated to include the ‘draft’ financial result for 2015-16. The LTFP is a live document and will be further updated following any changes required to the 2016-17 forecasts as a result of the year end result or known adjustments. General Revenue Information
The new financial year reflects an increase of 2.5 per cent in general rates as per the new Fair Go Rates legislation. The overall increase in rate income generated will be adjusted slightly due to supplementary changes, no change to waste fees and a small reduction in the Fire Service Property Levy. A total of 40,700 rate notices have been issued to ratepayers. Due to a large increase and variations in property valuations the message to ratepayer is difficult to explain, however information has been provided with the rate notice. There are 15,000 rate accounts receiving a decrease on last year, 6,000 accounts are generally in line with the rate cap and 19,000 accounts are above the cap. Customer Service and Rates staff are on hand to assist in helping ratepayers with enquiries. Hardship Policy
Any person who currently requires financial assistance will be invited to enter into a payment arrangement or assessed for inclusion into the Council’s hardship group. Since the start of the financial year there has been no new applications approved and no accounts have been paid in full. As at 31 July 2016 there were a total of 50 ratepayers, including 23 pensioners, listed on the Council’s hardship register. Council has waived $811 interest charges since the start of the 2016-17 financial year. One account has been approved for the deferment of rate payments. In the month of July 2016 the Council received $15,111 in regular payments. The total amount outstanding as at 31 July 2016 is $297,982.
Year To Date Total
Number Number
Pensioners YTD New
Applications
YTD Completed Accounts
Rates raised 15/16
YTD New approvals
Payments To date
Outstanding Balance
01/07/2016 50 23 B/FW = $313,093
31/07/2016 50 23 0 0 0 0 $15,111 $297,982
Revenue Statistics
Rates income as at 31 July 2016 was $8.18 million, compared to the year to date budget of $7.899 million. This is made up of general rates ($7.642 million), waste collection charges ($556,000) and payments in lieu of rates ($320,000). These are slightly offset against rebates ($338,000). The Outstanding Rates Balance as at 31 July 2016 was $101.535 million. This is made up of general rates ($99.809 million), pension rebates to be collected ($1.445 million) and the hardship group ($281,000).
Rate payments received as at 31 July 2016 totaled 2,993. This includes Australia Post (495) Bpay (1,483) B-Point (43) Council Cashier (225) and Direct Debit (747). The rates office issued 283 land information certificates for the month of July 2016 and the Council’s Valuers returned nil supplementary valuations for the same period. Procurement Update General Procurement Information
Procurement attended the quarterly North Western Metro Procurement Network meeting hosted by Local Government Victoria. The focus of this meeting was splitting the group into two regions, Northern and Western with the objective being to establish a twelve month action plan that will include each region participating in at least two collaborative procurement projects. Council’s Procurement Policy was reviewed and adopted by the Council at its meeting held on 26 July in accordance with legislative requirements. Tenders have been called for the following:
2012.33/88 Civil Works – Shellard Street Rehabilitation – closing 12 August 2016 2016.71 Altona Safe Boat Harbour Dredging – closing 17 August 2016 The following contracts have closed and are being evaluated: 2016.15 Kororoit Creek Trail Stage 3 Design and Construct 2016.34 J T Gray Pavilion and Carpark Design 2016.42 Supply of Rear Loading Mobile Refuse Compactor 2016.57 Fearon Reserve and Paisley Park Sports Ground Surface Redevelopment
Contracts due for renewal within the next 6 months
Contract Title Contractor Directorate Expiry Date
2013.13B Mobile Food Stand Mr Carabott Corporate Services
31/10/2016
2013.14 Debt Collection – Rate Services
Australian Receivables Limited
Corporate Services
30/11/2016 (2 x 1 year options
available)
2014.18 Fire Hazard Removal Flask Gardening & Maintenance
Corporate Services
31/10/2016 (no further options
to extend)
2013.20 Municipal Valuation Services
Opteon Property Group
Corporate Services
01/01/2017 (1 further option to
extend)
2013.27A Supply of Asphalt and other Associated Products
Boral
Infrastructure 16/7/2016
(no further
extensions)
2013.27B Supply of Asphalt and Associated Products
Citywide Infrastructure 16/7/2016
(no further extensions)
2012.08Q Heritage Architect N G Architect Strategic
Development 7/12/2016
(no further options to extend)
Tenders awarded under delegated authority 2016.43B Thomson Avenue – Tap in and Landscape Works, awarded to Harris HMC
Maintenance at a fixed lump sum price of $55,966.90 (GST inclusive). 2016.47 Provision of Analytical Services (Food Sampling) awarded to OMIC Australia
for an estimated price of $13,200 per annum (GST inclusive) based on the schedule of rates submitted for a period of 2 years.
2016.58 Digman Reserve – Installation of Cricket Practice Net Facility, awarded to Dynamic Sports Facilities Pty Ltd at a fixed lump sum price of $143,220.00 (GST inclusive).
Tender Board The Tender Board did not convene in July. Ecobuy Purchases During July the total of Ecobuy purchases amounted to $38,729. This amount represents the purchases of recycled concrete, paper and energy efficient photocopiers and computers.
ORGANISATION DEVELOPMENT
Employment Matters Eight positions were advertised during the period 1 July 2016 to 31 July 2016. A total of 205 applications were received.
Training and
Development
Twenty-one internal training courses were conducted during the period of 1 July 2016 to 31 July 2016 with 239 staff attending. For each of the training sessions, participants were asked to evaluate the contents of the training and the knowledge gained from the session. The graph below highlights the average score given to the OHS for Managers and Supervisors training session. The data demonstates the success in improving the knowledge of employees on the relevant topic.
Workcover There was one new Workcover claim in the month of July. A total of 11 days lost time have been incurred from existing claim(s) from 1 July 2016 to 31 July 2016.
CUSTOMER SERVICE
How customers chose to contact us
The most popular method of contact with Council’s contact centre continues to be via phone with 69 per cent of customers choosing to contact us via this channel (8,867), followed by 15 percent of customers contacting us in person (1,965), 14 percent via email (1,774) and 2 percent via web chat (219).
*Counter statistics have only ben available since June 2015
Calls
Monthly call volume
There were 9663 calls answered by the contact centre in July.
*August 2014 was a property revaluation year
69%2%
14%
15%
Calls
Webchat
Counter
1144310779
8888
10772
9463
89289832 9663
8867
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2014
2015
2016
12,825 contacts made with Council Customer Service department in June
Call distribution: Day of the week
Monday continues to be the busiest day for calls.
Call distribution: Hour of the day In July call volumes spiked at 9am and continued quite steadily throughout the day.
Call enquiry types Top six reasons people called in July – based on wrap up codes entered.
511
434400 375 397
Monday Tuesday Wednesday Thursday Friday
8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00
420
456
685
615
678
854
Local laws
Assets
Community Care
Waste
Rates
Town Planning
Monthly email volume
There were 1,837 emails sent to the customer service inbox in July 2016. These include emails, online request forms and Snap Send Solves.
Email distribution: Day of the week
Email distribution: Hour of the day
The highest percent of emails are sent by our customers between busuiness hours, however, customers are sending emails steadily between 8am – 8pm.
1447
2037
1703
1751
1,808
1,837
1,774
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2015
2016
76 83 75 70 93
11 15
13 9 8 78
Number of hours to resource per day
Avg. number of emails per day
Avg. time of the day emails were sent in
Email enquiry types
Top six reasons people emailed us in July – based on wrap up codes entered.
Webchat distribution: Day of the week
During July we averaged 11 web chats per day. Average handle time for a webchat is 9minutes = 2hours of officer time per day.
129
87
91
198
163
217
Animals
Rates
Waste
Cashier Inbox
Local laws
City Services
13 11 1310 10
22
2
1 2
Monday Tuesday Wednesday Thursday Friday
Avg. no. webchats per day Avg. officer hours required per day
We currently only service web chats during business hours. In line with our Customer Focus Strategy we will aim to review our hours of operation and respond based on customer needs.
Web chat enquiry types
Top five reasons people web chatted us in July– based on wrap up codes entered.
0
11
23
35
16
27
42
30
2125
2 0 0 0 0 2
7:0
0
8:0
0
9:0
0
10
:00
11:0
0
12
:00
13
:00
14
:00
15
:00
16:0
0
17
:00
18
:00
19
:00
20
:00
21:0
0
23
:00
Avg. time of day for webchats
12
13
26
16
28
Animals
City Services
Rates
Town Planning
Waste
Counter
Monthly counter visits:
There were 1,965 customers who chose to visit in person at the Civic Centre in July according to our manual counter. Most of these customers were making payments.
*Counter data has only been available since July 2015
Counter visit enquiry types
Top six reasons people visited the civic center in July – based on wrap up codes entered.
28342489
3,149
2,442
3429
2428
2608
3000
1729
1339
2018
2463
1965
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2015
2016
56
167
186
147
187
312
Rates
Meetings & Interviews
Delivery
Town Planning
Parking Permits
Payment
Receipting
Monthly receipting volumes:
There were 1,615 payments processed in July. Payments include payments made over the counter and via mail. We experienced an anticipated increase due to rates payments.
Payment breakdown:
Last month 43 percent of our residents made their council payments online via BPay or BPoint. This is a decrease from previous months. This is followed by 27 per cent of customers paying at a post office, and a significant increase to 27 per cent making payment at Council and 3 per cent of residents making payment online, through Greenlight..
1103
3202
27402768
3548
2015 1615
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2014
2015
2016
26.82%
27.35%
2.63%
43.20%Front Counter
Australia Post
Greenlight
Bpay & Bpoint
CHARM
Monthly CHARM volumes:
There were 3018 CHARM’s entered in July.
CHARM enquiry types
The top five CHARM categories for July.
3214
36333781
3370
3459
3362
3018
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2015
Series2
0 100 200 300 400 500 600 700
Hard Rubbish
Garbage
Council Building Maintenance
Recycling
Animals
CHARM – Methods of contact
82 percent of our CHARM requests are reported via phone. Seven percent reported via snap send solve which has continued to increase over the last few months. There is an opportunity to reduce number of CHARMS logged via phone and look to continue to increase online and SSS report submission.
Monthly Snap Send Solve volumes
We received 245 Snap Send Solve (SSS) reports in July. SSS seems to be a very useful way for our residents to report issues for Council. We will work with Communications to promote this app more broadly for customers and staff. We will continue to promote and grow the use of this service.
3%
2%
82%
7%
0% 3%
0%3%
In Person
Phone
SnapSendSolve
Live Chat
Website
Social Media
Confirm ConnectWebForm
55
219245
0
50
100
150
200
250
300
Jan
-15
Feb
-15
Mar
-15
Ap
r-15
May
-15
Jun
-15
Jul-
15
Au
g-15
Sep
-15
Oct
-15
No
v-15
De
c-15
Jan
-16
Feb
-16
Mar
-16
Ap
r-16
May
-16
Jun
-16
Jul-
16
INFORMATION SERVICES
TotalTickets/Requests
Resolved/Closed Open (carry over) Overdue
May 2016 629 607 20 2
June 2016 641 611 30 2
July 2016 773 752 21 2
0
100
200
300
400
500
600
700
800
900
Nu
mb
er o
f em
ails
IT Help Desk Statistics
Spam/Virus/Othermessages blocked
Total number ofmessages delivered
Total number ofmessages attempted
May 2016 254,651 138,851 393,502
June 2016 220,811 134,580 355,391
July 2016 182,594 127,685 310,279
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
400,000
450,000N
um
be
ro
f e
mai
ls
EMAIL STATISTICS (INCOMING)
Total number of messages delivered
May 2016 40,471
June 2016 37,639
July 2016 37,697
36,000
36,500
37,000
37,500
38,000
38,500
39,000
39,500
40,000
40,500
41,000
Nu
mb
er o
f em
ails
EMAIL STATISTICS (OUTGOING)
May 2016 June 2016 July 2016
Internal Viruses Detected 13 11 12
0
2
4
6
8
10
12
14N
um
ber
of
Thre
ats
Blo
cked
Internal Viruses Detected
Knowledge and Records Management (KARM) Unit
2524
22
1816
30
0
5
10
15
20
25
30
35
Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16
KARM desk support (hours)
1197
966
1100
12451186
1300
0
200
400
600
800
1000
1200
1400
Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16
Registered Corporate Documents
ASSEMBLY OF COUNCILLORS – SECTION 80A LOCAL GOVERNMENT ACT 1989
Meeting Information
Note: If Councillors leave the room during the Assembly, please record the time the Councillor left the room and the time of their return
Meeting Name/Type Strategic Advisory Group
Meeting Date
Meeting Start Time
Meeting Finish Time
10 August 2016
6.30pm
8.15pm
Attendees
Councillors Cr Peter Hemphill
Officers Jennifer Murphy
Liza McColl
Matters/Items Discussed Time Cr Left/ Time Cr Returned
1. Welcome and apologies
2. Confirmation of minutes
3. Conflicts of interest
4. Open Space Strategy
5. Planning scheme amendments
6. Follow up actions
7. Other business
8. Next meeting
Conflict of Interest disclosures - Nil
Matter/Item No. Councillor making disclosure Councillor left meeting
Time Cr Left/ Time Cr Returned
Yes/No
Yes/No
Yes/No
Yes/No