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Central Highlands Regional CouncilOperational Plan 2016-2017Page | 1
Our RegionThe Central Highlands region encompasses an area of around 60 000 squarekilometres, making it just short of the size of Tasmania.
It is home to around 30 000 people who live in the thirteen unique communities ofArcadia Valley, Bauhinia, Blackwater, Bluff, Capella, Comet, Dingo, Duaringa,Emerald, Rolleston, Sapphire Gemfields, Springsure and Tieri.
Our region is rich in minerals and agriculture, thriving on irrigation sourced fromwater storage on the Nogoa and Comet rivers. We claim the largest sapphire-producing fields in the Southern Hemisphere.
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 2
Contents
Our Region ............................................................................................................. 1
Message from the Chief Executive Officer ............................................................ 3
Our Organisational Structure................................................................................. 4
Our Organisational Values..................................................................................... 5
Our Vision .............................................................................................................. 5
Our Mission............................................................................................................ 5
Our Operational Plan – Planning for this year ....................................................... 6
Our Corporate Plan Priorities and Strategies......................................................... 7
Structure of the Operational Plan.......................................................................... 8
Managing our Operational Risks.......................................................................... 11
Linking the Operational Plan to the Budget and Funding.................................... 12
2016 - 2017 Operational Plan.............................................................................. 14
Key Priority 1: Strong, Vibrant Communities ....................................................... 14
Key Priority 2: Building and Maintaining Quality Infrastructure.......................... 18
Key Priority 3: Supporting our Local Economy .................................................... 25
Key Priority 4: Protecting our People and our Environment ............................... 28
Key Priority 5: Proactive, Responsible Leadership............................................... 33
Key Priority 6: Strong Governance....................................................................... 36
Key Priority 7: A Workplace of Excellence ........................................................... 48
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 3
Message from the Chief Executive Officer
Every profitable enterprise, every enjoyable journey and every solidbuilding starts with a fundamental blueprint for success.
The Central Highlands Regional Council Operational Plan 2016-17 isone of the most important components of our corporate planningand performance structure because it charts the course of the waywe work for the next twelve months.
The new council has confidently set the organisation on a coursecommitted to economic stability and fiscal responsibility. In generalterms this means that this plan is focussed on preserving thecurrent level of service and providing capital works that prolong thequality of existing assets.
Our region, and the state of Queensland, is recalibrating in the wake of a resource sector boomcycle; our population base has receded and revenue streams from other levels of governmentin the form of grants has slowed considerably.
Adversity opens the door to opportunity and innovation. Readers will find this reflectedthroughout this document as council invests in the exploration of projects to drive newbusiness and technology to enhance productivity improvements.
All councils have a legislative requirement to prepare and adopt an annual operational planthat is consistent with its annual budget and addresses two elements; how the council willprogress the implementation of its five-year corporate plan during the year and how itmanages operational risk.
Our 2013-2018 Corporate Plan has, so far, influenced the priorities of the region and, as itenters its penultimate year, continues to provide the impetus that guides the annual budget.
The Operational Plan sets program strategies to articulate the activities required to achievethe delivery of essential services and capital works. It aligns with the CHRC 2016-2017 Budgetby allocating income and expenditure to each strategic program.
As always, I offer my appreciation to all those people that provide their expert knowledge anddedication to excellence to compile this plan, which gives us such a solid foundation on whichto prosper.
Scott MasonChief Executive Officer
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 4
Our Organisational StructureCHIEF EXECUTIVE OFFICER
Intergovernmental Relations Regional Collaboration Council Leadership Organisational Management Major Projects and Priorities Recovery and Resilience Economic Development Advocacy
General ManagerCommercial Services
EmeraldAirport: Aerodrome Landing Areas:o Dingoo Duaringao Rollestono Springsureo Capella
Quarries:o Sheptono Deep Creeko Mungabundao Carnarvon
Saleyards:o Emeraldo Springsure
Land Development
General ManagerCommunities
Customer Service and Call Centre Area Office Coordination Community Assets and Facilities Libraries Development and Planning Environmental Health Waste Management Ranger Services Parks and Gardens Sport and Recreational Facilities Community Planning and
Engagement CommunityDevelopment Arts and Cultural Services Youth Development
Financial Services Procurement Financial and Management
Accounting Records Management Information, Communication
and TechnologyManagement
Organisational Development Recruitment, Training and
Performance Management Asset Management Fleet Management GIS–Geographic Information
Services
Roads, Transport and Traffic Stormwater and Hazard
Mitigation Emergency Management
and Community Resilience Depots and Workshops Works Planning and
Programming Technical Design and Survey Recoverable Works Restoration Works (NDRRA) Stewardship of the
Department of Transport andMain Roads Defined Network
Water Utilities
General ManagerCorporate Services
General ManagerInfrastructure and Utilities
Executive ManagerGovernance
Governance Policy and Legal Work Health and Safety Corporate Planning and
Reporting Performance Management
and Reporting Organisational Reform Internal Audit Native Title and Cultural
Heritage Corporate Communications Corporate Strategy Media, marketing, and public
Relations
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 5
Our Organisational Values
At Central Highlands Regional Council, we value and demonstrate:
Continuous Improvement
We welcome ideas
Respect for All
We are fair
Leadership, Engagement and Fair Representation
We listen
Great Customer Service
We respond
Honesty and Integrity
We are honest
Teamwork
We work together
Our VisionWorking today, Growing Tomorrow
Our MissionWe will provide services and assets responsibly
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 6
Our Operational Plan – Planning for this year
Central Highlands Regional Council’s Operational Plan is an integral cog in thewheel that drives our corporate planning and performance structure. TheOperational Plan is funded through council’s annual budget and sets the year’sdirection for each of Council’s departments.
It articulates our commitment to key projects, services, activities and measuresthe success and areas of responsibility for 2016-2017. Council is required toreport quarterly on the progress of all operational activities to ensure financialresponsibility and the sustainability of our region and community assets.
Our Operational Plan is aligned with a number of documents to detail our futureplans which are used to assist council and the community to plan for the future.This approach ensures that efficiencies are achieved through coordinatedplanning and budgeting and to ensure that arrangements are undertaken in anintegrated manner to form a strategic direction for council.
The link between the plans is represented in the diagram below:
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 7
Our Corporate Plan Priorities and Strategies
Our Corporate Plan sets out council’s strategic direction for the coming five yearsand is based on the outcomes and goals in the Central Highlands 2022Community Plan. It’s the tool we use to consider the priority of projects andservices and balance their delivery with available resources.
Priorities within the Corporate Plan includes:
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 8
Structure of the Operational Plan
The Operational Plan is divided into seven Key Priority Areas and reflects theobjectives of the 2013-2018 Corporate Plan and council’s long term vision for theregion: Shaping the future by Valuing People, Partnerships and Place.
Each Key Priority is assigned a specific outcome statement that describe whatcouncil intends to achieve, together with performance measures and plannedtimeframes that will enable us to monitor our progress throughout the year.
Key Priority 1: Strong Vibrant Communities
This means… Our Strategic Focus…
Strong social networks.
Respecting our heritage.
Active, healthycommunities.
Provide and maintain accessible community services and facilities that meet theneeds of our diverse communities and offer value for money for all stakeholders.
Promote the heritage and diverse cultures of our communities.
Build a strong sense of community, capacity and pride through collaborativepartnerships and programs.
Encourage and promote community wellbeing, including healthy and activelifestyles.
Promote love of reading and lifelong learning in the community throughresponsive programs, services and collections.
Key Priority 2: Building and Maintaining Quality Infrastructure
This means… Our Strategic Focus…
Well connected.Well serviced.
Well planned.
Plan and deliver infrastructure which aligns with the aspirations of the CentralHighlands community as outlined in the CH2022 Community Plan, and otherstrategic plans for Council and key stakeholders including State and Federalgovernments.
Plan open spaces and street-scapes to improve civic pride and aesthetic appeal.
Provide sustainable solutions for the collection, disposal and recycling of waste.
Continue to plan, manage and maintain transport infrastructure to improvequality and safety.
Provide and maintain well planned, sustainable community assets to meet theneeds of our community.
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 9
Key Priority 3: Supporting Our Local Economy
This means… Our Strategic Focus…
Facilitate opportunities.
Advocate for the region.
Support the Central Highlands Development Corporation to facilitate networksand partnership between local business, industry groups and government.
In partnership with the tourism sector, continue to develop opportunities tomarket the Central Highlands as a great place to visit.
Encourage a diverse supply of housing affordability and choices.
Through the CHDC, support opportunities for existing and emerging industriesand businesses to consolidate and grow.
Key Priority 4: Protecting Our People and Our Environment
This means… Our Strategic Focus…
Well managed.
Protected.
Sustainable.
Support the region’s growth through integrated, well-planned development.
Continue to provide and improve development processes to support continuedand sustained growth for future generations.
Develop and implement strategies to improve, promote and adopt sustainableenvironmental practices in partnership with the community and relevantstakeholders.
Develop and deliver initiatives to mitigate, prevent, prepare for, respond to andrecover from disasters.
Key Priority 5: Proactive, Responsible Leadership
This means… Our Strategic Focus…
Strong leadership.
Genuine communityengagement.
Develop and implement initiatives to encourage the community to become moreinformed and involved in issues that may affect them.
Manage and govern to ensure transparency and responsiveness to the needs andviews of our communities in decision making practices.
Key Priority 6: Strong Governance
This means… Our Strategic Focus…
Confidence.
Accountability.
Stability.
Ensure Council’s commercial activities are managed well and provide benefits toour community.
Embrace professional business practices and responsible use of Councilresources.
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 10
Key Priority 7: A Workplace of Excellence
This means… Our Strategic Focus…
A leading culture.
Living our values.A great place to work.
Adopt practices and systems that support a skilled, motivated and communityfocused workforce.
Provide responsive and efficient systems to enable the delivery of councilservices.
Continue to create and develop a positive and future focused culture thatdemonstrates and supports Council’s values.
Provide consistent high levels of customer service as stated in our CustomerService Charter.
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 11
Managing our Operational RisksCouncil’s Enterprise Risk Management Framework demonstrates that councilunderstands, manages risk and seeks to ensure there is consistency to themethods used in assessing, monitoring and communicating risks across theorganisation.
There are two distinct parts contained within the Enterprise Risk Framework:
1. An overview of Council’s Strategic Enterprise Risk Management Framework.This maps Council’s approach and the structures and processes that supportan integrated risk management environment, which links business objectivesand supports management decision making on a daily basis – all of which willultimately enhance Council’s delivery of services to the community.
2. The specific processes associated with risk management activities withincouncil. It facilitates the preparation and documentation of comprehensiverisk management practices across Council.
The most recent review of council’s strategic risks was conducted in 2015 andmonitored on a quarterly basis. The outcomes from each quarterly review arereported to council’s Audit Committee and presented to Council. Currently 10strategic risks have been identified and monitoring of control measures (39) is inprogress.
Council's Operational Plan supports the mitigation of corporate risk on aDepartmental level and the control of each of the corporate risks are reflectedper Department in the following diagram.
5
1314
4 1 2
No. of Control Measures byDepartment
CEO Department Corporate Services Governance
Commercial Services Communities Infrastructure and Utilities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 12
Linking the Operational Plan to the Budget andFundingTo achieve the strategies and goals contained within our key priorities theoperational plan is financed through the 2016/2017 Budget and commits councilto the allocation of resources to ensure service delivery is undertaken andcompleted where appropriate throughout the year. This financial performanceis monitored on a quarterly basis in ongoing reports to Council.
Operating Budget
Revenue Expense Surplus/Deficit
Key Priority 1: Strong Vibrant Communities 1,189,122 4,302,599 (3,113,477)
Key Priority 2: Building and Maintaining QualityInfrastructure
19,732,417 51,666,177 (31,933,760)
Key Priority 3: Supporting Our Local Economy - 1,878,998 (1,878,998)
Key Priority 4: Protecting Our People and OurEnvironment
25,329,128 32,301,021 (6,971,893)
Key Priority 5: Proactive, ResponsibleLeadership
- 1,642,337 (1,642,337)
Key Priority 6: Strong Governance 75,002,108 16,631,242 58,370,866
Key Priority 7: A Workplace of Excellence - 6,560,794 (6,560,794)
Total $121,252,775 $114,983,168 $6,269,607
Capital Budget
Capital
WorksFunding Net Cost
Key Priority 1: Strong Vibrant Communities 15,538,000 7,401,575 8,136,425
Key Priority 2: Building and MaintainingQuality Infrastructure 20,150,555 9,441,782 10,708,773
Key Priority 3: Supporting Our Local Economy - - -
Key Priority 4: Protecting Our People and OurEnvironment
24,287,394 8,839,118 15,448,276
Key Priority 5: Proactive, ResponsibleLeadership
- - -
Key Priority 6: Strong Governance 6,768,000 - 6,768,000
Key Priority 7: A Workplace of Excellence 2,215,000 - 2,215,000
Total $68,958,949 $25,682,475 $43,276,474
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 13
The graphs below outline the key components of the 2016/2017Operating Revenue and the Expenditure that will fund the Operation Planactivities.
Revenue
Expenditure
$8,590,697 ;6%
$29,174,199 ;20%
$34,168,246 ;23%
$75,002,108 ;51%
Budgeted Operating & Capital Revenue 2016/2017
Strong Vibrant Communities
Building & Maintaining QualityInfrastructure
Supporting our Local Economy
Protecting People and ourEnvironment
Proactive Engaged Leadership
Strong Governance
A Workplace of Excellence
$19,840,599 ;11%
$71,816,731.81 ;39%
$1,878,998 ;1%
$56,588,415 ;31%
$1,642,337 ;1%
$23,399,241.51 ;12%
$8,775,794 ;5%
Budgeted Operating & Capital Expenditure 2016/2017
Strong Vibrant Communities
Building & Maintaining QualityInfrastructure
Supporting our Local Economy
Protecting People and ourEnvironment
Proactive Engaged Leadership
Strong Governance
A Workplace of Excellence
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 14
2016 - 2017 Operational Plan
The focus of the operational plan is centred on planning, actioning and monitoring the relevant activities to be undertakenacross the financial year that will deliver on the key priorities and strategies as articulated in the 5 year corporate plan.
The activities that further progress each corporate plan action are detailed on the following pages along with associatedperformance measures, targets and responsibilities.
Key Priority 1: Strong, Vibrant CommunitiesOur Corporate Plan Strategies areto… The Key Activities we will deliver are…
PerformanceMeasure Target Responsibility
1.1.0 Provide and maintainaccessible community servicesand facilities that meet the needsof our diverse communities andoffer value for money for allstakeholders
Conduct General Council Meetings acrossthe region
Number ofmeetings held inaccordance withthe schedule
3 Executive Manager -Governance
Develop Central Highlands LiveabilityStrategy for enhancing liveability in theCentral Highlands considering mobility,safety, accessibility, social support andaffordability factors
Scoping documentdeveloped
March 2017 General Manager -Communities
Review Open Space and Recreation Planto enhance community liveability, health
Review completed May 2017 General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 15
and wellbeing within the CentralHighlands
Negotiate new community based tenureagreements with clubs and stakeholders
Establish ten newagreements
June 2017 General Manager -Communities
Policy based on equity and fairness in theprovision of service standards andCouncil contributions for sports andrecreational facilities
Policy Adopted February2017
General Manager -Communities
1.2.0 Provide for the heritageand diverse cultures of ourcommunities
Support the enhancement of quality oflife for indigenous communities withinthe region
Number ofactivities held
4 General Manager -Communities
Number of NAIDOCevent held acrossthe region
4 General Manager -Communities
Construct historic landmarks signage atRewan and Bogantungan
Signs erected June 2017 General Manager -Communities
1.3.0 Build a strong sense ofcommunity, capacity and pridethrough collaborativepartnerships and programs
Provide a diverse range of Communityevents and activities to encouragecommunity participation
Number ofcommunitymembersparticipating inevents andactivities
600 General Manager -Communities
Coordinate and administer the RegionalArts Development Fund in accordance
Number ofRegional Arts
16 General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 16
with Council and State Governmentguidelines
Development Fund(RADF) applicationsreceived
Develop youth partnerships aimed atenhancing the quality of life of youngpeople through facilitation of activitiesfor youth
Number of youthprograms provided
12 General Manager -Communities
Coordinate and administer Council'sCommunity Grants Program
Number ofCommunity Grantapplicationsreceived
60 General Manager -Communities
Deliver Clean Up Australia Day eventsacross the region
Events held June 2017 General Manager -Communities
Coordinate the submission of entries toTidy Towns competitions
Number ofsubmissionsreceived
6 General Manager -Communities
Support collaborative partnershipsthrough the 13 Community ReferenceGroups
Host annualCommunityReference Summit
June 2017 General Manager -Communities
1.4.0 Encourage and promotecommunity wellbeing, includinghealthy and active lifestyles
Provide a program to support anddevelop sporting and recreation clubs
Number ofparticipating clubs
12 General Manager -Communities
Participate and support social inclusionactivities e.g. Domestic Violence Week,
Number ofactivities
8 General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 17
Disability Action Week, Mental Health,etc.
1.5.0 Promote love of readingand lifelong learning in thecommunity through responsiveprograms, services andcollections
Provide a diverse and sustainable rangeof library services and programs thatcomply with Council's State Library ofQueensland Service Level Agreement
Percentageincrease in numberof librarymemberships
5% General Manager -Communities
Completion ofAnnual Return
August 2016 General Manager -Communities
Promote and deliver the First 5 ForeverProgramme (State Library of Queenslandfamily literacy initiative)
Percentageincrease in numberof personsattending
5% General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 18
Key Priority 2: Building and Maintaining Quality InfrastructureOur Corporate Plan Strategies areto… The Key Activities we will deliver are…
PerformanceMeasure Target Responsibility
2.1.0 Plan and deliverinfrastructure which aligns withthe aspirations of the CentralHighlands Community as outlinedin the CH2022 Community Planand other strategic plans forCouncil and key stakeholdersincluding State and Federalgovernments
Investigate improvements to GemfieldsRoad network focusing on:* Service levels* Mining access* Roads off-alignment* Non-gazette roads* Free holding application without roadaccess
Plan reported toCouncil
October 2016 General Manager -Infrastructure and Utilities
Collaborate with Department of Energyand Water in undertaking the RegionalWater Supply Security Assessment(RWSSA) for Emerald township
Report submittedto Council forendorsement
September2016
General Manager -Infrastructure and Utilities
Completion of Communities Assets andFacilities Capital Works Program
Percentagecompletion ofCapital WorksProgram
100% General Manager -Communities
Completion of Communities Parks andRecreation Capital Works Program
Percentagecompletion ofCapital WorksProgram
100% General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 19
Construction of new Blackwater AquaticCentre
Percentagecompletion ofCapital WorksProject
100% General Manager -Communities
Construction of Springsure Multi-purposeClubhouse capital project – construction2016-2018
Percentagecompletion of2016/2017 CapitalWorks Budget
90% General Manager -Communities
Construction of Gemfields Wetlandsproject
Percentagecompletion ofCapital WorksProject
90% General Manager -Communities
Completion of Ranger Services CapitalWorks Program
Percentagecompletion ofCapital WorksProgram
100% General Manager -Communities
Completion of Sapphire GemfieldsInterpretative Trail
Percentagecompletion ofCapital WorksProject
100% General Manager -Communities
2.2.0 Plan open spaces andstreet-scapes to improve civicpride and aesthetic appeal
Develop service levels and standards forParks and Recreation facilities andinfrastructure
Service levelsdeveloped forthree communities
June 2017 General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 20
Ensure signage across the region isconsistent, attractive and enhancescouncil's brand
Signage usagemanual andguidelinesdeveloped
June 2017 Executive Manager -Governance
Audit of existingsignage completed
June 2017 Executive Manager -Governance
2.3.0 Provide sustainablesolutions for the collection,disposal and recycling of waste
Implement action plans consistent withadopted Waste Reduction and RecyclingPlan 2016-26 under categoriesinfrastructure, service level, educationand policy
Report presentedto CommunitiesStandingCommittee
June 2017 General Manager -Communities
Completion of Communities WasteServices Capital Works Program andstage 1 works for carry-over projects
Percentagecompletion ofCapital WorksProgram
90% General Manager -Communities
Carry out upgrade compliance works forstormwater containment at BlackwaterLandfill site
Completion ofimprovedStormwatermanagement atBlackwater Landfill
December2016
General Manager -Communities
Carry out upgrade compliance works forstormwater containment at LochleesLandfill site
Completion ofimprovedStormwater
December2016
General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 21
management atLochlees Landfill
2.4.0 Continue to plan, manageand maintain transportinfrastructure to improve qualityand safety
Completion of Infrastructure and AssetsCapital Works Program
Percentagecompletion ofCapital WorksProgram
90% General Manager -Infrastructure and Utilities
Continue lobbying for increasedmaintenance and upgrade funding on theState road network in general(particularly Blackwater-Rolleston,Springsure-Tambo, Duaringa-Bauhinia,Bauhinia-Taroom)
Funding receivedand/or formalfunding strategyagreed withDepartment ofTransport and MainRoads
June 2017 General Manager -Infrastructure and Utilities
Revise 10 year Road Capital InvestmentStrategy
Strategy submittedand endorsed byCouncil
December2016
General Manager -Infrastructure and Utilities
Develop a 10 year Workshops MasterPlan
Master Plansubmitted andendorsed byCouncil
December2016
General Manager -Infrastructure and Utilities
Expand joint procurement throughBowen Basin Regional Road andTransport Group (BBRRT) beyond reseals(e.g. stormwater condition assessment,new seals etc.)
Two successfuljoint tendersthrough BowenBasin Regional
June 2017 General Manager -Infrastructure and Utilities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 22
Road and TransportGroup (BBRRT)
Undertake formal review of resourcedemand of the rural road network(maintenance and capital)
Report submittedto Council forendorsement
December2016
General Manager -Infrastructure and Utilities
Cooperate and foster support for RoadUser Groups across the region, to discussand progress road specific initiativesthrough direct involvement with theInfrastructure Department
Support existingroad user groups
December2016
General Manager -Infrastructure and Utilities
Achieve Quality Assurance compliance oncapital program
Number of non-conformancesbeing less than 10%
June 2017 General Manager -Infrastructure and Utilities
2.5.0 Provide and maintain wellplanned, sustainable communityassets to meet the needs of ourcommunity
Develop a three year facility strategy forcommunity assets in accordance withCouncil's asset management plan
Develop acommunity hallshierarchy (year 1)based on assetmanagement plans,agreed servicelevels andretention anddisposal options
June 2017 General Manager -Communities
Completion of data verification throughcondition assessments for all Council-owned housing
Completion ofconditionassessments
June 2017 General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 23
Implement the Asset ManagementStrategy and Roadmap
Milestones anddeliverablesachieved asidentified in theRoadmap
June 2017 General Manager -Corporate Services
Develop a service level review approachand implement progressively throughtargeted reviews
3 services to bereviewed eachquarter
June 2017 General Manager -Corporate Services
Develop and improve data collection andsystems integration for assetmanagement
Systemsestablished
December2016
General Manager -Corporate Services
Efficienciesquantified acrossasset classes
December2016
General Manager -Corporate Services
Develop and implement the Council'sGeographic Information System (GIS)strategy
GIS Strategyendorsed
December2016
General Manager -Corporate Services
Undertake Pilot of RAV's (Remote AerialVehicle's) for mobile asset data collection
Pilot completed December2016
General Manager -Corporate Services
Implementation of GPS monitoring intoplant and vehicles to achieve efficiencyand safety gains and reduce operatingcosts
Report onproductivity savingsfor past 6 monthscompleted
December2016
General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 24
Implement the Project DecisionFramework for all Capital Works Projects
Number of projectsbeing analysed viathe framework
>90% General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 25
Key Priority 3: Supporting our Local EconomyOur Corporate Plan Strategiesare to… The Key Activities we will deliver are…
PerformanceMeasure Target Responsibility
3.1.0 Support the CentralHighlands DevelopmentCorporation to facilitatenetworks and partnershipbetween local business, industrygroups and government
Ensure coordination, support and fundingallocation to support CHDC to progressopportunities for existing and emergingindustries and business to consolidateand grow
CHDC PerformanceReport presentedto CouncilincorporatingService LevelAgreementdeliverables
Quarterly Office of the CEO
Investigation of a shared services modelfor the region
Investigation ofoptions for sharedservices completed
June 2017 Office of the CEO
3.2.0 In partnership with thetourism sector, continue todevelop opportunities to marketthe Central Highlands as a greatplace to visit
Continued implementation of CentralHighlands Marketing Strategy
Sign a newMemorandum ofUnderstanding withCapricornEnterprise todeliver the keyperformanceindicators forCentral Highlandsdestinationmarketing activities
September2016
Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 26
An events strategyfor the CentralHighlands region isdeveloped
June 2017 Executive Manager -Governance
A budget campingoption at RubyvaleReserve is trialled
June 2017 Executive Manager -Governance
Formally endorse tourism as a prioritygrowth industry in the Central Highlands
SandstoneWildernessdestinationmarketing planimplemented
June 2017 Executive Manager -Governance
3.3.0 Encourage a diverse supplyof housing affordability andchoices
Provide and maintain affordable housingwithin Central Highlands Regional Councilregion
Modelimplemented forhousingaffordabilityoptions throughutilisation ofCentral HighlandsHousingCorporation
July 2016 Executive Manager -Governance
3.4.0 Through Central HighlandsDevelopment Corporation,support opportunities for existingand emerging industries and
Facilitation of development throughinvestment attraction and major projects
Number of keyprojects progressedand investorattraction for thedevelopment of
1 Office of the CEO
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 27
businesses to consolidate andgrow
AgribusinessPrecinct
Implementation of Remplan economicand investment profiling and dataaccessing tool
Number ofinvestmentopportunitiesprofiled on theWebsites
50% increase Office of the CEO
Conduct review of local content andprocurement initiatives promoting supplychain readiness across all industry sectors
Completed reviewof a regionalprocurement localcontent program
December2016
Office of the CEO
Facilitation of events, promoting regionaland business development
Deliver "Investingin our FutureConference"
October 2016 Office of the CEO
Increase ofattendance,business registeredfor the conference
180 Office of the CEO
Maintain major projects developmentregister
Publication ofquarterly update
4 Office of the CEO
Develop funding proposals supportingregional priority projects
Number ofsuccessfulapplications
4 Office of the CEO
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 28
Key Priority 4: Protecting our People and our EnvironmentOur Corporate Plan Strategiesare to… The Key Activities we will deliver are…
PerformanceMeasure Target Responsibility
4.1.0 Support the region'sgrowth through integrated, well-planned development
Adoption of Central Highlands RegionalCouncil Planning Scheme amendments -Compliant Local GovernmentInfrastructure Plan
Adoption ofAmended PlanningScheme by Council
June 2017 General Manager -Communities
Provide Development Assessmentcompliant with Integrated DevelopmentAssessment System
Percentagecompletion ofdevelopment andplanning applicationswithin legislativetimeframes
95% General Manager -Communities
Develop amendment of the planningscheme to incorporate EconomicDevelopment Queensland - BlackwaterPriority Development Areas
Percentagecompletion of DraftAmended PlanningScheme
50% General Manager -Communities
Build and maintain a strong CentralQueensland Organisation of Councils (CQROC) entity
Number ofcollaborativeactivities undertaken
5 Office of the CEO
4.2.0 Continue to provide andimprove development processesto support continued and
Deliver improved automation withinAuthority for Development Assessments
Investigate and trialinteractivedevelopment
December2016
General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 29
sustained growth for futuregenerations
assessment andapplication trackingsoftware to improveefficiency andservice delivery
Implementation ofonline webaccessible planninginformation fordevelopers andresidents
June 2017 General Manager -Communities
Assessment of compliance with permitconditions by approved developmentapplications
Implement auditinspection program
December2016
General Manager -Communities
4.3.0 Develop and implementstrategies to improve, promoteand adopt sustainableenvironmental practices inpartnership with the communityand relevant stakeholders
Maintain effective stock routemanagement strategies consistent withthe Stock Route Network ManagementPlan 2015-2020
Implementation ofStock Route NetworkManagement Plan
December2016
General Manager -Communities
Maintain effective pest managementpractices consistent with the Area PestManagement Plan 2015-2020
Implement of AreaPest ManagementPlan
June 2017 General Manager -Communities
Continue partnership initiatives withnatural resources management groups
Partnershiparrangements withGreat Barrier ReefMarine Park
June 2017 General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 30
Authority, CentralHighlands RegionalResources UsePlanningCooperative Limited(CHRRUP) andFitzroy BasinAssociationmaintained
Develop alternative disposal options fortreated effluent from SewerageTreatment Plants
Report developedfor application oftreated effluent(irrigation) atSpringsure GolfCourse
June 2017 General Manager -Infrastructure and Utilities
Report developed onlocation forapplication oftreated effluent(irrigation) atRolleston
June 2017 General Manager -Infrastructure and Utilities
Agreements fortreated effluent(irrigation) reached
June 2017 General Manager -Infrastructure and Utilities
Meet environmental obligations for thetreatment and disposal of wastewater at:
Upgrades completedfor Sewage
June 2017 General Manager -Infrastructure and Utilities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 31
* Park Avenue* Black Gully* Blackwater* Capella
Treatment Plants inEmerald (ParkAvenue and BlackGully), Blackwaterand Capella
Food Licenses Inspection Programdeveloped and implemented
90% of food venueswithin program areinspected
June 2017 General Manager -Communities
4.4.0 Develop and deliverinitiatives to mitigate, prevent,prepare for, respond to andrecover from disasters
Effective disaster communitypreparedness and evacuation plans inplace for high risk communities
Communityconsultationcompleted
March 2017 General Manager -Infrastructure and Utilities
First review of theLocal DisasterManagementevacuation sub planpresented to theLocal DisasterManagement Group
December2016
General Manager -Infrastructure and Utilities
Local DisasterManagementEvacuation Sub Planendorsed by LocalDisasterManagement Group
March 2017 General Manager -Infrastructure and Utilities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 32
Satisfactory audit byInspector GeneralEmergencyManagement andQueensland PoliceService
June 2017 General Manager -Infrastructure and Utilities
Flood inundation mapping andinvestigations available online
Mapping availableon internalGeographicInformation System(GIS)
December2016
General Manager -Infrastructure and Utilities
Mapping availableon Council Website
June 2017 General Manager -Infrastructure and Utilities
Undertake an All Hazards RiskManagement Study and develop a risktreatment/mitigation options register forwhole of Council
Study undertaken,risktreatment/mitigationoptions documented
June 2017 General Manager -Infrastructure and Utilities
Report submitted toCouncil forendorsement
June 2017 General Manager -Infrastructure and Utilities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 33
Key Priority 5: Proactive, Responsible LeadershipOur Corporate Plan Strategiesare to… The Key Activities we will deliver are…
PerformanceMeasure Target Responsibility
5.1.0 Develop and implementinitiatives to encourage thecommunity to become moreinformed and involved in issuesthat may affect them
Deliver Central Highlands CommunityPlan 2022 implementation throughsupport of the 13 Community ReferenceGroups
DevelopCommunityReference GroupAction Plans
December2016
General Manager -Communities
Number ofCommunityReference Groupmeetings held
40 General Manager -Communities
Continue to develop council’s website asa source of information and means ofonline service delivery
Report on theprogress of furtheronline servicedeliverycomponents forthe website
Quarterly Executive Manager -Governance
Implement social media strategyrecommendations
Number of socialmedia strategiesimplemented
5 Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 34
Provide community education campaigns Number ofeducationcampaigns run on arange of counciland council relatedtopics
4 Executive Manager -Governance
Implementation of RegionalCommunications Strategy
Number of posts toFacebook forcouncil events, andactivities
360 Executive Manager -Governance
Increase inengagement ofsocial mediaactivity
10% Executive Manager -Governance
Review completedon the RegionalCommunicationsStrategy
February2017
Executive Manager -Governance
Increases insubscriptions to e-news
10% growtheach month
Executive Manager -Governance
Number of mediareleases distributedeach month
36 Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 35
Number of Mayoralmessages preparedfor local newspaper
12 Executive Manager -Governance
5.2.0 Manage and Govern toensure transparency andresponsiveness to the needs andviews of our communities indecision making practices
Participate in Community and ServicesAgency meetings (i.e. CommunityServices Interagency, CommunityAdvisory Network, etc.)
Number of agencydecisions to beincorporated intofurther planningand policydirections ofCouncil
6 General Manager -Communities
Finalise the implementation of improvedreporting and disclosure in accordancewith legislative obligations
Publish disclosurelogs under Right toInformation Actand accountingstandards
June 2017 General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 36
Key Priority 6: Strong GovernanceOur Corporate Plan Strategiesare to… The Key Activities we will deliver are…
PerformanceMeasure Target Responsibility
6.1.0 Ensure Council'scommercial activities aremanaged well and providebenefits to our community
Investigate the mitigation of generalaviation tarmac area non-conformancesat Emerald Airport
Report presentedto Council
December2016
General Manager -Commercial Services
Develop Emerald Airport to become anenvironmentally and financiallysustainable operation
Investigation ofenvironmentalinitiatives
December2016
General Manager -Commercial Services
Report to Councilon energy savingoptions
February2017
General Manager -Commercial Services
Three newcommercialopportunitiesexplored toincrease revenue
June 2017 General Manager -Commercial Services
Optimise vehiclehire arrangementsto increaserevenueopportunities
June 2017 General Manager -Commercial Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 37
Identify additionalroutes and servicesand potential newroute developmentwith existingairlines and newairlines
March 2017 General Manager -Commercial Services
Enhance business operations andcompliance at Emerald Airport
Completion ofsystems review :* SafetyManagementSystems (SMS)* TransportSecurity Program(TSP)* Drug and AlcoholManagementProgram (DAMP)* AirportOperations Manual(AOM)
June 2017 General Manager -Commercial Services
Improve governance for Saleyardsoperations
Memorandum ofUnderstanding withEmerald LivestockSelling Agentsfinalised
December2016
General Manager -Commercial Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 38
Arrangements withSaleyard users(agents permit)finalised
September2016
General Manager -Commercial Services
Operations Manualimplemented
March 2017 General Manager -Commercial Services
Improve livestock feeding practices atEmerald Saleyards
Racks purchasedand installed
October 2016 General Manager -Commercial Services
Improve communications to Saleyardsstakeholders
eNews developedand circulated
September2016
General Manager -Commercial Services
Communicationnoticeboardinstalled
September2016
General Manager -Commercial Services
Improve financial sustainability atEmerald Saleyards
Labour costmanagementanalysis completed
November2016
General Manager -Commercial Services
Labour resourcesreviewed
February2017
General Manager -Commercial Services
Reduction inproduction costs
5% General Manager -Commercial Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 39
Optimise production methods to furtherreduce production costs at SheptonQuarry
Preventativemaintenanceproceduredeveloped forQuarry plant andequipment
June 2017 General Manager -Commercial Services
Panel of providersfor quarryprocurementdeveloped andimplemented
December2016
General Manager -Commercial Services
Increase product sales at Shepton Quarry Sales reach150,000 tonne
June 2017 General Manager -Commercial Services
Optimise arrangements for internalsupply of materials for Infrastructure andAssets road, street and stormwaterprojects
85% materialsupplied internally
June 2017 General Manager -Commercial Services
Develop advertising and marketingprogramme for Shepton Quarry
Annual programdeveloped
July 2016 General Manager -Commercial Services
Quarry exposurethrough marketing(Council-brandedroad trains)enhanced
December2016
General Manager -Commercial Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 40
Websiteimprovementsimplemented
December2016
General Manager -Commercial Services
Implement and maintain a QualityAssurance Management System atShepton Quarry
Absence of non-conformancesthroughsurveillance audits
June 2017 General Manager -Commercial Services
Undertake efficiency review on plantusage at Shepton Quarry
Investigation andreport on planthire costs (CHRC vsPrivate) provided
December2016
General Manager -Commercial Services
Develop lease agreement templates foruse for Council land
Templatesdeveloped
December2016
General Manager -Commercial Services
Register of leaseagreements forCouncil landcreated
September2016
General Manager -Commercial Services
Data pertaining toleased council landfor inclusion incorporate registerof leasesresearched andcollated
June 2017 General Manager -Commercial Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 41
Register Completed June 2017 General Manager -Commercial Services
Improve Commercial Services Businesssystems and process improvements
Number ofProcesses reviewedand implemented
10 General Manager -Commercial Services
Completion of Commercial ServicesCapital Works Program
Percentagecompletion ofCapital WorksProgram
100% General Manager -Commercial Services
6.2.0 Embrace professionalbusiness practices andresponsible use of Councilresources
Review and enhance the Enterprise RiskManagement Framework to ensure risk ismanaged consistently and effectivelyacross Council
Review of theEnterprise RiskManagementFrameworkcompleted
December2016
Executive Manager -Governance
Report on currentstrategic riskratings provided
Quarterly Executive Manager -Governance
Develop an integrated corporateperformance measurement, monitoringand reporting framework
LGAQ performancebenchmarkingsoftwareworkshopsdelivered toCouncillors andWhole of
August 2016 Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 42
Management(WOM)
PerformanceBenchmarkingExtension Project isundertaken to leadregionalparticipationthrough CentralQueenslandOrganisation ofCouncils (CQ ROC)
June 2017 Executive Manager -Governance
Deliver an Internal Audit programtargeting areas of highest risk andgreatest potential for businessimprovement gains
Audits completedin accordance withthe approvedInternal AuditAnnual Plan
100% Executive Manager -Governance
Reports preparedand presented toCouncil
Quarterly Executive Manager -Governance
Maintain Council’s insurance policiesportfolio
Policies are re-negotiated andrenewed for2017/2018
June 2017 Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 43
Facilitate, produce and monitor Council’sOperational Plan to ensure adequate andefficient planning is undertaken
Progress reportsprepared andpresented toCouncil
Quarterly Executive Manager -Governance
2017/2018Operational Plan isdeveloped andadopted by Council
April 2017 Executive Manager -Governance
Maintain strong corporate governancearrangements to ensure the highest levelof organisational probity, integrity andcompliance with legislative compliance
Number ofreferrals to Crimeand CorruptionCommission
<5% Executive Manager -Governance
Number of PublicInterest Disclosures
<5% Executive Manager -Governance
Number ofreferrals toOmbudsman
<5% Executive Manager -Governance
AdministrativeAction ComplaintPolicy andProcesses reviewedand updated
December2016
Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 44
CorporateComplianceFrameworkdeveloped andimplemented
December2016
Executive Manager -Governance
All legislativedelegationsreviewed andupdated inFebruary andAugust each year
100% Executive Manager -Governance
Manage the outsource function of nativetitle and cultural heritage to ensurecompliance and management throughutilisation of a self-assessmentcompliance system
Workshops for staffand relevantstakeholders onNative Title andCultural HeritageCompliancedeveloped anddelivered
October 2016 Executive Manager -Governance
Manage Fraud and CorruptionFramework implementation andeducation
Awareness trainingon the Fraud andCorruptionFramework isdelivered throughE3 learning to key
October 2016 Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 45
stakeholders andall employees
Undertake a review of the utilisation ofCouncil’s Plant and Fleet
Report to Councilon disposalschedule andefficiency savings
September2016
General Manager -Corporate Services
Review and update Council's suite ofcontract documents for procurementarrangements
All contractdocuments revisedand updated
December2016
General Manager -Corporate Services
Implement Procurement Cards includingintegration of reporting into CorporateSoftware
Procurement cardsin use
October 2016 General Manager -Corporate Services
Accurate reportingavailable
October 2016 General Manager -Corporate Services
Develop Council's Central SupplierRegister to improve useability for Councilstaff and suppliers
Completion ofidentifiedimprovements to360Pro
September2016
General Manager -Corporate Services
Provide supplier information evenings toassist suppliers in conducting businesswith Council
Supplierinformationevenings held
June 2017 General Manager -Corporate Services
Implement Reporting and AnalysisSoftware for rates and charges to assist
Implementation ofsoftware
November2016
General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 46
with data cleansing, reporting andbudgeting
Staff trainingcompleted
November2016
General Manager -Corporate Services
Reportingcapabilitydeveloped tosupport revenueforecasting forrates
November2016
General Manager -Corporate Services
Recommendationreport completed
August 2016 General Manager -Corporate Services
Undertake audit of physical recordsmanagement activities
Records Disposaland Digital DisposalPolicy and otherrelated policiesreviewed andimplemented
December2016
General Manager -Corporate Services
Implement a robust records disposalschedule
Process to supportyearly disposalprocess to bedeveloped andimplemented
December2016
General Manager -Corporate Services
Organisationalrecords disposalprocess undertaken
December2016
General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 47
Storage measuresput in place tosupport currentand future storagerequirements
December2016
General Manager -Corporate Services
Undertake disposal and records storageactivities to ensure legacy records areremoved and relevant storage strategiesare put in place to support theorganisation's future requirements
Recordsmanagementstrategic planguiding recordsoperations over thenext 5 years isimplemented
March 2017 General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 48
Key Priority 7: A Workplace of ExcellenceOur Corporate Plan Strategiesare to… The Key Activities we will deliver are…
PerformanceMeasure Target Responsibility
7.1.0 Adopt practices andsystems that support a skilled,motivated and communityfocused workforce
Develop a Training and DevelopmentProgram across the organisation
Program endorsedby ExecutiveLeadership Team
December2016
General Manager -Corporate Services
Develop organisational performancemanagement systems across council
Systems andchangemanagementprocessesimplemented
September2016
General Manager -Corporate Services
Improve employee induction processes Staff satisfactionwith induction
80%satisfactionrate
General Manager -Corporate Services
Implement key actions contained inCouncil's 2014-2019 Strategic WorkforcePlan
First year actionsimplemented
June 2017 General Manager -Corporate Services
Implement Council's new EnterpriseAgreement
Agreement ratifiedby IndustrialRelationsCommission
Completed inaccordancewith agreedtimeframes
General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 49
Develop succession planning proposalsacross Council
Succession Plans inplace in key areas
December2016
General Manager -Corporate Services
Develop an Organisational DevelopmentPlan
Plan completedand implemented
September2016
General Manager -Corporate Services
Develop Water Industry CertificateQualifications and Training Packages incollaboration with Central QueenslandUniversity
Phase one ofPackagedevelopmentaccepted byCouncil and CentralQueenslandUniversity
September2016
General Manager -Corporate Services
Develop a suite of workforce metrics andinformation reports
Metrics endorsedby Council andExecutiveLeadership Team
September2016
General Manager -Corporate Services
Develop workplace relationsimprovement programs
Programs endorsedby ExecutiveLeadership Team
June 2017 General Manager -Corporate Services
Employeeengagementprogramsdeveloped andimplemented
Staffsatisfactionrate of 80%or greater
General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 50
Provide development to Council staff toimprove overall health, safety andwellness benefits
Provision andevaluation of ahealth, safety andwellness programacross all areas ofCouncil
June 2017 Executive Manager -Governance
Improve Council's hazard identificationskills through staff development
Development andprovision of hazardidentificationbooklets
December2016
Executive Manager -Governance
Delivery of animplementationprogram andtraining
March 2017 Executive Manager -Governance
Employ two cadet engineers for localskills development
Two cadetengineersemployed
December2016
General Manager -Infrastructure and Utilities
Deliver a new intranet service across theorganisation to enhance informationsharing and cultural cohesion
Launch of updatedIntranet
September2016
Executive Manager -Governance
7.2.0 Provide responsive andefficient systems to enable thedelivery of council services
Improve integration of Council's SafetyManagement System in relation toStandard Operating Procedures through
Release ofStandard OperatingProcedures
March 2017 Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 51
creation of online Standard OperatingProcedure Awareness Program
Implementationand trainingprogramcompleted
March 2017 Executive Manager -Governance
Expand Video Conferencing Technologyto corporate offices to ImproveEngagement through Technology
Implementtechnologyavailable throughMicrosoft SurfaceHubs in Blackwater,Capella, Duaringa,Emerald andSpringsure installed
September2016
General Manager -Corporate Services
Implement Live Streaming of CouncilMeetings
Unassistedstreaming ofcouncil meetings tothe publicimplemented
September2016
General Manager -Corporate Services
Upgrade Library Public Internet KioskSoftware
Upgraded kiosksoftware to allLibrary Sitesinstalled
December2016
General Manager -Corporate Services
Installation of Corporate Kiosks at councildepots
Installation of twokiosks at all councilworks depots
September2016
General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 52
Investigate opportunities for small scalepublic internet access
Trial two locationsacross the CentralHighlands Region
December2016
General Manager -Corporate Services
Improve Corporate Network Connectivity Corporate Wifiinstallationcompleted acrossall corporatecouncil sites
September2016
General Manager -Corporate Services
Review and replace Corporate Softwaresystem
Corporate softwaresystem solutionscoping andprocurementcompleted
September2016
General Manager -Corporate Services
Corporate Softwareimplemented –Stage 1
June 2016 General Manager -Corporate Services
7.3.0 Continue to create anddevelop a positive and futurefocused culture thatdemonstrates and supportsCouncil's values
Review and improve all CorporateServices policies and procedures
Policies andproceduresaccepted byCouncil
July 2016 General Manager -Corporate Services
Design organisational peopledevelopment and culture programs to
Programs designed June 2017 General Manager -Corporate Services
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 53
embed CHRC values into all systems andprocesses
Analysis of culturesurveys
June 2017 General Manager -Corporate Services
Provide safe systems of work in relationto occupational noise
Comprehensivenoise surveycompleted acrossall relevantworksites
February2017
Executive Manager -Governance
Implementation ofall recommendedcontrol measuresfrom noise surveyreport
June 2017 Executive Manager -Governance
Manage the outsourcing of an influenzavaccination program to sustain a healthyworkplace
Fluvax Programdelivered
May 2017 Executive Manager -Governance
Manage the outsourcing andimplementation of a health surveillanceprogram
Procurement foroutsourcing ofprogramcompleted
March 2017 Executive Manager -Governance
Implementation ofhealth surveillanceprogramcompleted
June 2017 Executive Manager -Governance
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 54
7.4.0 Provide consistent highlevels of customer service asstated in our Customer ServiceCharter
Promote continuous improvement ofCustomer Service and ContactCentre/Call Centre
Analysis of reportson call statisticscaptured inTouchpoint
80% of callsresolved atfirst point ofcontact
General Manager -Communities
Analysis ofcustomersatisfaction surveys
80%customersatisfactionwithcustomerservice
General Manager -Communities
Annual review ofCustomer ServiceCharter
June 2017 General Manager -Communities
Central Highlands Regional CouncilOperational Plan 2016-2017Page | 55
Postal PO Box 21, EMERALD QLD 4720Phone 1300 242 686Fax 1300 242 687Email enquiries@chrc.qld.gov.au Website www.centralhighlands.qld.gov.au
Customer Service Centre LocationsEMERALD (Administration Centre)Corner of Egerton and Borilla Streets, Emerald
BLACKWATER10 Mackenzie Street, Blackwater
CAPELLA4 Conran Street, Capella
DUARINGA12 William Street, Duaringa
ROLLESTON (Rural Transaction Centre)17 Warrijo Street, Rolleston
TIERI (Rural Transaction Centre)Corner of Grasstree and Anncrouye Street, Tieri
SPRINGSURE29 Eclipse Street, Springsure
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