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

Email

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

Email

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%

Email

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