City of Stirling Corporate Business Plan

Reporting progress

Quality Will be measured using unique service-specific key performance indicators that are detailed on pages 21 – 43 for each service area. Service performance, together with progress against project milestones, will be reported to the City’s Executive Team and Council on a quarterly basis to provide greater accountability and transparency and improve efficiency and effectiveness across the organisation. The City of Stirling’s Corporate Business Plan 2018 – 2022 meets all regulatory requirements and its implementation will continue to drive improvements in service performance and contribute towards achievement of the community’s vision for the City of Stirling to be the ‘City of Choice’.

In this updated Corporate Business Plan 2018 – 2022, the City of Stirling has adopted a new approach to measuring the performance and quality of its planned projects and services. As part of the City’s Service Improvement Planning project a ‘balanced scorecard’ approach has been adopted to measure service performance across four key areas.

Financial Will be measured using standard accounting practices such as budget variances for revenue, operational expenditure and capital expenditure, as well as targeted internal compliance indicators relating to purchasing. Human resources Will focus on measures relating to employee turnover, occupational health and safety, annual leave planning and individual officer performance appraisals.

All of the City’s high-level services will be measured using key performance indicators to assess performance across four areas as outlined below: Customer service Will be assessed by the measurement of customer and community satisfaction through independent surveys, mystery shopping programs and internal analysis of efficiencies when dealing with customer correspondence.

Customer Service

Financial

Human Resources

Quality

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