City of Stirling Corporate Business Plan

Outcome G3: Services Service

Sub-services

FTE

Quality measure

Customer Service

• Customer Contact Centre • Administration Centre front counter • Strategic marketing • Digital marketing • Graphic design • City publications • Community engagement • Communications

25.46

• % of calls within the City’s Contact Centre that were resolved at first point of contact • % of customers served by the Customer Service Front Counter team within five minutes • % increase in City-wide community engagement activities • % increase in number of people participating in community engagement activities • % increase in number of website visits • % of residents recalling hearing or seeing advertising for the City of Stirling • % unscheduled global outages affecting core services • % unscheduled global outages affecting the Corporate Data Network • % unscheduled Network outages at out centres • % of Service Desk tickets resolved within two days • Achievement of a Gartner maturity model benchmark from 1.5 to 2.5 • % of projects delivered according to schedule • % of technology projects that are delivered within agreed budget and schedule

Marketing and Communications

9.50

Advisory and Technology Services

• Service Desk • Technology Services

13.60

Projects and Solutions

• ICT Project Management • Business Systems Maintenance and Support

13.20

Corporate Business Plan 2018 – 2022 | 41