City of Stirling Corporate Business Plan

Outcome 4: Capable and efficient organisation Objective:What does the City aim to achieve? Optimise use of the City’s resources and build organisational capability

Outcome 3: Projects Customer Relationship Management System Implementation To implement a customer relationship management system to improve customer service and access

2021/22

 2022/23

2023/24

2024/25

Q1 Q2 Release 7 Go Live Q3 Release 8 Go Live Q4 Release 9 Go Live

Strategy: How will we get there? y Plan for the future, manage resources and measure progress based on the community’s vision (Integrated Planning and Reporting Framework) y Provide responsible financial and asset management to ensure the City’s long-term sustainability y Maintain a highly skilled and effective workforce.

y Drive improvement and innovation to build capacity and increase efficiency and effectiveness Key informing frameworks and plans y Integrated Planning and Reporting Framework y Long-Term Financial Plan y Strategic Information Management Plan y Workforce Plan.

2021/22 net project cost

$3,960,661

Customer Contact Centre Call Software Upgrade

2021/22

 2022/23

2023/24

2024/25

Implementation of this software upgrade will increase call effectiveness and efficiency by enhancing the customer experience when calling the City

Q1 Q2 Q3 Investigation and scoping of requirements completed Vendor selection completed Q4 Development of solution completed Testing and training completed System deployed

Outcome 4: Services Services

Sub-services

FTE

2021/22 net service cost

Financial Accounting

y Creditor payments y Annual financial statements y Insurance claims and annual insurance returns y Investment management y Bank reconciliations y Trust and reserve account management y Long-term financial planning y Management accounting, reporting and analysis y Management of the budget process y System administration y Management of financial assets y Procurement and disposal of fleet and plant y Maintenance and repairs of fleet and plant

11.20

Nil The cost of this service is $1,980,401, which is fully allocated to service units

2021/22 net project cost

$312,800

Upgrade of City of Stirling Templates and e-Newsletter Transition This project will produce an updated version of Word and PowerPoint templates for the City

2021/22

 2022/23

2023/24

2024/25

Q1 Klayvio licence acquired

Design of templates approved New templates and mailing list built Final suite of new templates rolled out Q2 Transition of data finalised and completed

Financial Planning

4.00

Nil The cost of this service is $747,275, which is fully allocated to service units $1,974,729 The cost of this service is $3,876,654, of which $1,901,925 is allocated to service units

Go live in Klayvio achieved Mailchimp account closed

Fleet Services

12.00

Q3 Q4

2021/22 net project cost

$39,119

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Corporate Business Plan 2021 – 2025 | 47

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