City of Stirling Corporate Business Plan

Reporting progress

Quality Using unique service-specific key performance indicators, services will be measured to reflect the overall quality of each individual service. The City of Stirling’s performance in service delivery and progress against project milestones will be reported to the City’s Executive Team and Council each quarter. This will provide greater accountability and transparency and improve efficiency and effectiveness across the organisation. Further detail on the City’s Balanced Scorecard can be found in the City of Stirling Performance Evaluation Framework.

Reporting progress towards the achievement of the objectives in the Corporate Business Plan and the Strategic Community Plan is an integral part of the City’s Integrated Planning and Reporting Framework. The City uses quarterly and annual reports to inform the community of its achievements and progress.

Financial Standard accounting practice indicators such as budget variances will be used to measure the performance of revenue, operational expenditure and capital expenditure. Other indicators will be used to target internal compliance relating to purchasing. Human resources Indicators will be used to measure employee turnover, occupational safety and health, annual leave planning and individual officer performance appraisals.

The City of Stirling has adopted a ‘balanced scorecard’ approach to measure the progress, performance and quality of the planned projects and services that are outlined in the Corporate Business Plan. This ‘balanced scorecard’ will measure the City’s service performance across four key areas: Customer service Indicators will be used to measure 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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