monthly review > january 2021

Organisational Services Monthly Review

> January 2021

Organisational Services Monthly Review > January 2021

Contents 1. EXECUTIVE SUMMARY ..................................................................................................................................... 1

2. SAFETY ............................................................................................................................................................ 2

2.1 Incidents and Injuries ....................................................................................................................................... 2

2.2 Lost Time Injuries & Days Lost .......................................................................................................................... 2

2.3 2020/21 Safety Action Plan ............................................................................................................................... 3

3. BUSINESS IMPROVEMENTS ............................................................................................................................. 3

3.1 Organisational Services Business Improvement Projects / Initiatives ................................................................ 3

4. FINANCIAL POSITION ...................................................................................................................................... 5

5. SHARED SERVICES .......................................................................................................................................... 7

5.1 Overview of External Customer Services .......................................................................................................... 7

5.2 Development Services Business Support ........................................................................................................ 10

5.3 Employee Services ......................................................................................................................................... 11

6. INFORMATION SERVICES .............................................................................................................................. 13

6.1 IT Support ...................................................................................................................................................... 13

6.2 Cyber Security ............................................................................................................................................... 16

7. PROCUREMENT & PLANT .............................................................................................................................. 16

7.1 Procurement Services .................................................................................................................................... 16

7.2 Fleet ............................................................................................................................................................... 17

8. PROPERTY SERVICES .................................................................................................................................... 18

8.1 Aquatic Facilities ............................................................................................................................................ 18

8.2 Building Maintenance ..................................................................................................................................... 20

8.3 Land & Tenure ................................................................................................................................................ 21

9. PEOPLE AND CULTURE ................................................................................................................................. 22

9.1 Key Projects and Initiatives ............................................................................................................................ 22

10. GOVERNANCE & SAFETY ............................................................................................................................... 25

10.1 Workplace Health & Safety ............................................................................................................................. 25

10.2 Corporate Performance Planning & Reporting ................................................................................................ 25

10.3 Enterprise Risk Management .......................................................................................................................... 25

10.4 Corporate Governance ................................................................................................................................... 26

10.5 Fraud & Corruption Prevention ....................................................................................................................... 27

10.6 Internal Audit ................................................................................................................................................. 27

11. FINANCIAL SERVICES .................................................................................................................................... 28

11.1 Financial Compliance ..................................................................................................................................... 28

11.2 Key Activities ................................................................................................................................................. 28


1

1. EXECUTIVE SUMMARY

This report is for the Organisational Services Department for the month of January 2021.

• Safety continues to be a focus of the Department with no LTI’s reported since 2017/18.

• Congratulations to Governance and Safety Officers for the completion of the Contractor Safety Management Project which became operational in January following more than 12 months of development.

• The Customer Service team continue to achieve high customer satisfaction ratings. This month 97% of completed surveys indicated that our external customers were satisfied with the service provided.

• Internal customer survey results for January showed that 98% of MRC employees felt that service provided by our Information Services team met or exceeded expectations.

• It was pleasing to note that over $7M dollars was injected into businesses in our region this month through MRC procurement activities. This represents 73% of MRC’s total monthly spend.

• 8,529 people attended the Mackay Aquatic and Recreation Complex (MARC) in January. It was also exciting to also welcome elite level swimmers from the St. Peters Western Swimming Club from Brisbane who utilised the MARC for pre-season training.

• The Financial Services team are well advanced in preparing for the 2021/22 Budget.

Kylie Lamb Director Organisational Services


2

2. SAFETY 2.1 Incidents and Injuries

The following near miss incident was reported during January:

• A vehicle driven by a member of public failed to give way on roundabout, requiring MRC vehicle to stop abruptly.

The following incident involving a member of the public was reported during January:

• A child at the pool was assisted from the water by lifeguards.

2.2 Lost Time Injuries & Days Lost


3

Department

2016-17 2017-18 2018-19 2019-20 2020-21

LTI Days Lost LTI

Days Lost LTI

Days Lost LTI

Days Lost LTI

Days Lost

Finance

Information Services

Shared Services

People & Culture

Procurement & Plant

1 17

Property Services

Governance & Safety

1 8

Office of the Mayor & CEO

Organisational Services Total 0 0 2 25 0 0 0 0 0 0

2.3 2020/21 Safety Action Plan

Implementation of the 2020-2021 Safety Action Plan which implements the 2019-2022 Safety Strategy is on track. Highlights include:

• Commenced a review of department WHS risk registers for consultation with Health and Safety Committees. • Commenced development of Health and Safety Representatives safety climate survey. • Review of rehabilitation and return to work procedures in preparation for delivery of an information session. • Implementation of new safety aspects of contractor management, including undertaking formalised spot

checks and incident reporting.

3. BUSINESS IMPROVEMENTS 3.1 Organisational Services Business Improvement

Projects / Initiatives

Description Program Comments

Contractor Safety Management Project

Governance & Safety

• This project was finalised and became operational in January following more than 12 months of effort across several programs. The new contractor safety management arrangements are now all in place and will be delivered as business as usual for the Governance & Safety team.

Safety & Quality Systems Improvement Project

Governance & Safety and Information

Services

• The business case in support of a new system for Safety and Quality remains and has been lodged but a decision is pending, as other corporate priorities are being considered.

Policy, Planning and Risk Framework Review.

Governance & Safety

• This review was undertaken during November and December 2020 by KPMG, with a series of recommendations provided.

• KPMG presented its draft report identifying opportunities for improvements to MRC’s: enterprise risk; corporate performance planning and reporting; and policy frameworks.

• An implementation plan will be developed when the final report is accepted.


4

Description Program Comments

Long Term Financial Forecast (LTFF) Program Development Project

Director Organisational

Services

• Project documentation that will direct this initiative moving forward has been distributed to the LTFF Working Group for review this month. Feedback will be discussed at the next working group meeting in February.

• Extensive review and input to the business case template has concluded with release this month to the wider business for use.

Business Process Management (BPM)

Shared Services

Stage 5

• Milestone achievement delayed in 3 of the 6 programs due to extended unplanned leave.

• All other programs are on track as per project schedule Stage 6

• The Civil Operations; Field Services; Major Projects and Economic Development programs have been engaged.

• All program managers agreeable to plans and proposed commencement dates.

Process Review and Optimisation Project

Shared Services

• Stage 4 workshop has been completed. • 58 improvement ideas identified as needing a business case,

ideas categorised into 7 overarching business cases. • Teams prioritising in-house change projects for the next 12

months.

Training – Pathway and BPM

Shared Services

• Utilisation of sessions remains low. • 2 of the 6 sessions conducted this month.

Corporate Training and Travel Review

Shared Services

• Draft business case has been completed, stakeholders to review.

• Fraud risk assessment of the current process being conducted by Corporate Governance.

Standpipes Process Improvement

Shared Services

• Solution build in the test environment delayed due to extended unplanned leave and environment refresh.

• Customer request type has been created. • Smartform on track for completion.


5

4. FINANCIAL POSITION

Financial Performance Report % YTD Variance of YTD BudgetPeriod Covered: 1 July 2020 to 31 January 2021 YTD Variance favourable of budget

YTD Variance unfavourable, between 0% and 5% of YTD BudgetYTD Variance unfavourable, more than 5% of YTD Budget

RevisedBudget

YTDBudget Actual YTD

Variance Comments

3.01 - Organisational Services Management 395,331 218,846 242,743 23,897 Wages tracking slightly over budget.3.02 - People & Culture 2,745,918 1,411,383 1,241,214 (170,168) Reviewing some external support costs due to higher priority activities.3.03 - Financial Services 3,106,160 1,479,645 1,338,234 (141,411) Materials and services in relation to rates expenses under budget.3.04 - Procurement & Plant (4,272,318) (2,864,741) (3,139,639) (274,898)

3.05 - Information Services 8,579,524 6,126,152 6,442,558 316,406 3.06 - Governance & Safety 4,043,558 3,033,210 3,032,347 (863) Budget on track.3.09 - Shared Services 6,762,925 3,666,354 3,593,600 (72,753) Budget on track - surplus as a result of increased reveneue and staff vacancies. 3.11 - Property Services 10,749,837 5,027,738 4,487,777 (539,960) Contractor invoicing is behind schedule, budget is on track.3.15 - Works For Queensland Funding Project 43,579 428,494 (937) (429,431) Lower than budget YTD employee costs spent on funding projects.3.17 - W4Q & Fed’s COVID Funding - (151,684) 10,301 161,985 Higher than budget YTD employee costs and materials and services.

Operating (surplus) / deficit 32,154,514 18,375,396 17,248,198 (1,127,198)

Organisational Services

Variance due to timing of invoicing.

Wages tracking slightly over budget. Fuel costs on watch. Have received higher amount than budgeted for fleet hire rates.


6

-

5,000,000

10,000,000

15,000,000

20,000,000

25,000,000

30,000,000

35,000,000

July August September October November December January February March April May June

Operating (surplus) / deficit

YTD Budget YTD Actual


7

5. SHARED SERVICES 5.1 Overview of External Customer Services

KPI KPI Description Target

Result Red (Under KPI)

Green (Met KPI)

Blue (Exceed KPI)

First Contact Resolution (FCR)

The percentage of external customer enquiries that are resolved at the first point of

contact.

< 50% 50-60% > 60% 53%

Grade of Service (GOS)

The percentage of customer calls that are answered

within 60 seconds across the Shared Services team.

< 80% 80-85% > 85% 81%

Abandoned Calls The percentage of customers that abandon their call before

being served. > 6% 4.5-6% < 4.5% 4.15%

Customer Satisfaction

A measure of customer satisfaction as reported by

the end of call survey < 80% 80-85% > 85% 97%

Customer Request Completion

Service requests resolved within corporate standard

timeframes < 80% 80-85% > 85% 88%

KPI Graphs and Commentary

Calls Received: A total of 6,644 calls were received in the January reporting period, averaging 349 calls per day.

0

2000

4000

6000

8000

10000

12000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan

Calls Received

Calls Received 3 year av


8

First Contact Resolution (FCR): In January, FCR showed that 53% of customer queries were resolved at first contact.

Grade of Service (GOS): GOS maintained above service levels in January, in part due to reduced operating hours of the call centre and front counters, enabling greater opportunity for other staff members to support the call centre when call volumes were high.

40%

45%

50%

55%

60%

65%

70%


First Contact Resolution

FCR 3 year av Satisfactory Exceeded

60%

65%

70%

75%

80%

85%

90%

95%

100%


Grade of Service

3 year av Satisfactory Exceeded GOS


9

Abandoned Calls: Abandoned Calls sat at 4% for January (276 calls) with a 1.5% (100 calls) call back take up rate. The average time to answer a call was 1 minute and 34 seconds.

External Customer Satisfaction: The Customer Service team continue to achieve high customer satisfaction ratings. This month 97% of completed surveys indicated that our external customers were satisfied with the service provided. Of the 6,004 eligible calls, 1,370 (43%) were sent for completion of the survey, 1,006 (74%) surveys were completed.

0.50%

1.50%

2.50%

3.50%

4.50%

5.50%

6.50%


Abandoned Calls

Abandoned Calls 3 year av Satisfactory Exceeded

70%

75%

80%

85%

90%

95%

100%

105%


Customer Satisfaction Results

Customer Satisfaction Survey Results 3 year av Satisfactory Exceeded


10

Customer Request Completion:

5.2 Development Services Business Support

PC Lodgments and Enquiries: 107 building approvals were lodged by private certifiers (PC) in January with 99% resolved within 5 business days. 150 development/plumbing applications were received with 99% resolved within service levels. 107 planning advice enquiries were received in January with 99% resolved within 10 business days.

50

100

150

200

250

300


PC Lodgements, Development, Plumbing Applications & Planning Advice Enquiries

PC Lodgements Development & Plumbing Applications Planning Advice Enquiries

Lodged Resolved within SLA

SSC 4,106 71%

MRC Total 724 88%

MRC Top 5 Pathway requests Lodged in January2021 Volume % of total

requests

Replace wheelie bin 460 11.2%

Phone Message 419 10.2%

Repair wheelie bin 231 5.6%

Roads - General 155 3.8%

BINS - Damaged Wheelie Bins 149 3.6%


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5.3 Employee Services

Learning and Development Activities for January 2021 Total Number

Inductions 25

Trainees - Coordination of training, facilitating progress of study, professional support, liaison with RTO) 13

Apprentices - Coordination of training, facilitating progress of study, professional support, liaison with RTO) 10

Employee Development and Further Study 0

Training Contracts (not apprentices and trainees) 16

MRC and Skillsoft eLearning Training Packages 282

Skillsoft Online Resources 78

eLearning Review/Development Comments

Fire and Emergency Evacuation Updated and deployed for completion in February.

Labour Hire Options Ready for deployment.

Quality Management System Ready for deployment.

Apprenticeships and Traineeships Draft completed for review and feedback from program.

Use of MRC Vehicles Draft completed for review and feedback from program.

Code of Conduct Ready for deployment.

eSmart Libraries Working to divide existing draft content into smaller courses.

Staff Contingent:

Status OMC ECI DS CCS OS CW TOTAL Prev. Mth.

Full Time 9 290 176 114 191 98 878 877

Part Time 0 9 7 38 42 0 96 92

Apprentice/Trainees 0 2 8 3 6 1 20 23

Temp 0 10 6 15 17 5 53 51

Casual 1 3 12 67 0 2 85 91

TOTAL EMPLOYED 10 314 209 237 256 106 1132 1134

Active Vacant 0 32 17 25 12 12 98 92

TOTAL 10 346 226 262 268 118 1230 1226


12

Monthly Recruitment: For the month of January there were 98 total vacant positions, 19 positions were advertised resulting in 395 applicants and 31 positions filled.

Staff Turnover: 12 month rolling average turnover was 13.61% with monthly turnover 1.3%.

The Turnover and Retention Research Report conducted by the Australian Human Resource Institute (AHRI) in 2018 found regional areas to have turnover rates of 19.32%.

0

100

200

300

400

500

600

0

20

40

60

80

100

120


Monthly Recruitment Activity

Total Vacant Positions Positions Filled Positions Advertised Total Applicants

0.00%

2.00%

4.00%

6.00%

8.00%

10.00%

12.00%

14.00%

16.00%

18.00%

20.00%

0.00%

0.20%

0.40%

0.60%

0.80%

1.00%

1.20%

1.40%

1.60%

1.80%

2.00%


Turnover

Turnover Monthly(Headcount)

Turnover - Rolling Average(Headcount)


13

Staff Separations: For the month of January there were 15 separations as detailed in the graph above.

6. INFORMATION SERVICES 6.1 IT Support

Internal Service Metrics:



Green (Met KPI)

Blue (Exceed KPI)

Incident Resolution

Percentage of incidents resolved within corporate

standard timeframes <80% 80-85% >85% 95%

Service Request Resolution

Percentage of service requests resolved within

corporate standard timeframes

<80% 80-85% >85% 95%

Internal Customer Satisfaction

Survey

IT email survey - % of customers whose

experience met or exceeded expectations

<75% 75-84% >85% 98%

Notes:

These are again encouraging results for Information Services. Further comments as follows: • The survey request resolution and internal customer satisfaction survey results for January 2020 are again very

satisfying.

13

11

January 2021 Separations Breakdown

Resignations (incl. left without notice) Contract Finished Retired


14

• Obtaining skilled resources within the Mackay region is a continuing challenge and one that we need to explore

further on recruitment techniques to attract skilled people to permanently locate themselves in Mackay. Strategies will continue to be explored to work in partnership with educational facilities and other key organisations recruiting IT skill sets in the region to build and foster an extended local resource pool. Work is underway for an application to Cyber Security Skills Partnership Innovation Fund – Round 1 from the Department of Industry, Science, Energy and Resources. A successful application to this would enable Council to potentially fulfil a partnership with Microsoft for Cert IV and cloud certification (previously submitted for consideration with the MRC apprentice and traineeship intake), amongst other training initiatives.

Information Services Satisfaction Survey –January 2021

January 2021 Survey Rating %

1 How would you rate the level of customer service received? (Timely updates, follow through, helpfulness, communication skills) 86%

2 Was your request completed within a reasonable timeframe? (If not please state expectation in comments section please.) 83%

3 Was your support request completed to your satisfaction? 83%

January 2021

Survey Results Below

Expectations Met

Expectations Exceeding

Expectations Not

Assigned Totals CW

January 2021 Survey Results

Below Expectations

Met Expectations

Exceeded Expectations

Not Assigned* Totals

# of Responses 12 314 245 0 571 * Not assigned excluded

Overall Rating 2% 55% 43% N/A 98%

Applications Availability:



Green (Met KPI)

Blue (Exceed KPI)

Tier 1 Systems Refer to the table under ‘KPI Commentary’

section below for detail on which systems are included in each tier.

< 98% 98-99% > 99% 100%

Tier 2 Systems < 98% 98-99% > 99% 100%

Tier 3 Systems < 98% 98-99% > 99% 100%

Applications Availability: The below table shows which corporate applications are considered tier 1 and 2. All other systems not specifically noted are considered tier 3.


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Tier 1 Tier 2 Tier 3

ECM Finance One

Email GIS

Internet

Kiosk_Chris21

Pathway

Assetic

Aurora Bruce Mandalay

Manage Engine

KPI Commentary: Incident and Service Request Metrics: The volume of incident and service requests has increased from 629 in December to 769 in January. Information Services continues to deliver significant infrastructure and application improvements (both functional and technical including security) whilst maintaining quality. The below graph identifies the Raised Vs Closed and Pending requests, along with WIP and backlog.

Definitions:

WIP – complex support requests that are within service level agreements and simple support requests open on day of raising.

Backlog – complex support requests that have exceeded service level agreements and simple support requests remaining unresolved after day of raising.


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6.2 Cyber Security

The update below is aligned to work streams conducted under the Cyber Security @ Council (CS@C) Governance and Controls plan. • Sustainable cultural and behavioural change

o January 2021 as follows (inclusive employee and contractor): - 26 new enrolments notified to conduct training. 17 enrolments successfully completed training. 9 enrolments awaiting completion of training. Of these outstanding 2 have resulted in Director

escalation with 1 contractor having corporate access removed and the other under consideration. o Distribution of Cyber Security Bulletin – February 2021.

• Advancing Cyber Security – industry alignment

o Continuation of plan to: -

Blocking of legacy authentication protocols. Incorporation of additional corporate access and applications currently non-federated to federated. Multi Factor Authentication extended group trials. Implementation and operationalisation of Security Information and Event Management (SIEM)

system. Implementation and operationalisation of Vulnerability Assessment System (VAS).

7. PROCUREMENT & PLANT 7.1 Procurement Services

Activity January 2020 January 2021

Purchase Orders (PO) Raised 689 1,014

Line Items in POs 1,559 2,416

POs Received 843 1,299

Line Items in POs Received 2,584 4,289

Invoices Processed 3,180 2,249

Request for Quotes Issued 10 4

Request for Tenders Issued 6 2

Tenders Awarded 0 3

Quotes Awarded 8 7


17

Area Monthly Amount January 2021

Monthly % January 2021

FYTD Amount FYTD %

Local Spend (Mackay region) $7,117,463 73% $67,453,071 60%

Regional Spend (WROC area) $25,641 1% $427,301 1%

External Spend 2,597,762 26% 43,789,414 39%

7.2 Fleet

The Fleet team took a number of deliveries during January which consisted of new utilities and a forklift. Council is now experiencing very significant delays in the delivery of plant and equipment, as a direct result of COVID19.

81%71% 66%

85%

68% 66% 71%

57% 59%

79%66%

57%

73%

18%28% 33%

14%

31% 33% 28%

42% 40%

20%33%

43%

26%

1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 0% 1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jan-20 Feb-20 Mar-20 Apr-20 May-20 Jun-20 Jul-20 Aug-20 Sep-20 Oct-20 Nov-20 Dec-20 Jan-21

Area Monthly Spend %

Local Spend (Mackay Region) External Spend % Regional Spend (WROC Area)


18

8. PROPERTY SERVICES 8.1 Aquatic Facilities

All aquatic facilities were closed under the COVID-19 government directive as at midnight 25 March 2020. Pioneer Pool and the Mackay Aquatic Recreation Complex 25 metre and 50 metre pools reopened on 23 May 2020. Memorial Pool and Sarina Pool re-opened on 1 September 2020. Mirani Pool re-opened on 12 September 2020.

Aquatic Facility Attendance Figures

Aquatic Facilities Attendance January 2020 to January 2021 - Monthly Comparison

23664806

3411722

19763369

2250 2074

3551

7913

3701

342 976 1048 11162213

2691

4901

3922 3446

32512012

1323

4391

6540

3209

1467

1382

1242

857

464

3379

5861

1638

1522

6996

8389

6284

595 2188 2363 2642

4794

7096

7472

56968529

0

5000

10000

15000

20000

25000

30000

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan

Aquatic Facilities Attendance

Memorial Pioneer Sarina Mirani MARC Prior Year Total

Facility December 2020 January 2021

Memorial Pool 2,250 2,074

Pioneer Pool 3,922 3,446

Mirani Pool 1,638 1,522

Sarina Pool 3,209 1,467

Mackay Athletic and Recreation Complex (MARC) 5,696 8,529


19

Notes

Memorial Pool • Closed for winter maintenance and re-opened on 1 September 2020.

Pioneer Pool • Reopened on 23 May 2020.

Sarina Pool • No data provided for February 2020. • Closed for winter and re-opened on 1 September 2020.

Mirani Pool • Closed for winter and re-opened on 12 September 2020.

Aquatic Facilities Highlights - January 2021

• In January, St. Peters Western Swimming Club (Brisbane) utilised the MARC for pre-season training. The

feedback from swimmers and coaching staff was positive and it was a rare opportunity to expose members of local swimming clubs to athletes of this calibre.

• The “$20 for 21 days Simply the Best” campaign was a huge success with 450 sign ups in January at the MARC, 62 sign ups at Memorial Pool and 180 at Pioneer Pool.

• In January, over 600 students enrolled in the MARC Learn to Swim program. • 10 school aquatics carnivals were booked across the aquatic sites in January and 7 school swimming programs

have been booked for various dates during Term 1 of the school year.

Bluewater Lagoon Attendance – January 2020 to January 2021 – Monthly Comparison

Notes

Blue Water Lagoon • Closed on 25 March 2020 and re-opened on 1 September 2020.

0

10000

20000

30000

40000

50000

60000


Blue Water Lagoon Attendance

BWL BWL - Prior Year

Facility December 2020 January 2021

Bluewater Lagoon 34,784 30,030


20

MARC Attendance Figures

December 2020 January 2021 MARC Aquatic Attendances 5,696 8,529 MARC Athletic Attendances 290 888 MARC Total Attendances (Aquatics and Athletics) 5,986 9,417

MARC Attendance- January 2020 to January 2021 Monthly Comparison

Notes

MARC • 25 metre and 50 metre pools closed 25 March 2020 and reopened on 23 May 2020.

8.2 Building Maintenance

0

1000

2000

3000

4000

5000

6000

7000

8000

9000


Mackay Aquatic and Recreation Complex Attendance

MARC Aquatics MARC Athletics MARC Aquatics Prior Year MARC Athletics Prior Year

0

50

100

150

200

250

300

350

400

450


Building Maintenance Requests Security Access RequestsKey & Padlock Requests Pathways Requests

Actioned Property Services Requests - January 2020 to January 2021


21

Breakdown of Actioned Building Maintenance

Requests (January 2021) Volume % of Total

Requests Comments

Miscellaneous 97 36.19% Of the total number of Building Maintenance Requests received for the month of January (268), the top 3 requests related to: 1. Miscellaneous – (majority including

consumables, security, other, signage, other and cleaning).

2. Repairs – (majority including doors, locks &

hardware, fixtures & fittings). 3. Plumbing.

Repairs 47 17.54%

Plumbing 37 13.81%

Electrical 34 12.69%

Air Conditioning 19 7.09%

Safety & Legislation 14 5.22%

8.3 Land & Tenure

Description:

• Paget Depot – 10kw air conditioning unit was replaced in the male toilets.

• Property Services lit up the Mackay Administration building blue to celebrate the work of corrections officers, on the front line of public safety, for National Corrections Day.

• Safety inspection, balustrading, signage and fire compliance work has been undertaken at the MARC.

• Kitchen renovations were undertaken at the MECC including new paint, new cupboard, relocation of fridge, new lights and electrical work.

• Plastering and painting repairs of kitchen in the South Foyer Bar of the MECC.

• Fog treatment has been undertaken at the Paget Depot.

• Upstairs water inundation at the Sarina Administration building has been rectified.

• BB Print Stadium – new fencing erected around irrigation compound on eastern side of facility.

Description:

Leases

Lease Renewals 2

New Leases 1

Lease Surrenders/terminations 1

Lease Matters still being negotiated 3

New Lease Enquiries 2

General Lease Matters 8


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9. PEOPLE AND CULTURE 9.1 Key Projects and Initiatives

Description Status Comments

Volunteers Volunteer Update:

• The development of an internal centralised volunteer database and resource library via Microsoft Teams is continuing. This resource will aid staff and will help capture levels of volunteer support to Council. Information will continue to be uploaded and updated to ensure accurate information is available.

• Planning has commenced for volunteer activities in 2021, including re-invigorating internal Volunteer Network Meetings for staff who manage volunteers. These meetings were paused during COVID whilst volunteer programs were temporarily suspended.

• A review of the information on Council’s website, regarding volunteering with Council is underway, and if required information will be updated.

Workforce Capability

COVID-19 Update:

• COVID-19 redeployment activities are still in progress. There has been a total of 21 requests to date for COVID-19 redeployment vacancies.

• In January there were no new redeployment requests, and six active redeployments.

• It is anticipated that staff will return to their nominal roles in February.

Criminal History Checks Project:

• Project is progressing in accordance with the purpose with reviews of the identified positions are due in February 2021.

Lease Inspections 2

Lease Compliance 3 x general 23 x insurance

Tenders 1

The Dome 3

Land Matters

Fencing 2

Encroachments 4

Land & Road Use Committee 2 x land 2 x road

Miscellaneous 12


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Workforce Planning:

• Workforce Planning meetings have now been held with majority of MRC’s Program Managers and Directors to discuss their Workforce Plans for 2020/21.

• A Critical Positions Calibration Workshop has been scheduled for 15 February 2021 and will include the CEO, Directors and officers from People and Culture.

Certified Agreement • Members of the Executive Leadership Team (ELT) met with staff to understand their views on the current certified agreement negotiations. The information collated from these meetings will assist MRC in continuing the negotiations, with the next bargaining meeting scheduled for 23 February 2021.

Water Industry Worker (WIW) Pilot Program

• The WIW program is on track with the second round of assessments taking place in January for all cohorts.

• Two MRC new starters are progressing well out in the field, with exposure to a range of work within the network teams.

• The first 2021 Reference Committee Meeting was held with the North Queensland councils on 19 January 2021.

Cert II operators completing practical training out in the field at Whitsunday Regional Council

Organisational Development

Education Assistance Program

• The MRC education assistance program is in the finalisation phase for the release of Round 2 of the FY21 funding. Applications were reviewed and submitted in January 2021. The education assistance program supports employees wishing to upskill at a diploma level or above.

Cadetships

• MRC welcomed a Cadet Designer to the Design Services team in January. This particular cadetship supports an employee to complete an associate degree in Civil Engineering whilst working for MRC.

Leadership:

• Women in Leadership Mentoring Programme The Women in Leadership Committee are approximately mid-way through their mentoring program with great responses from their initial surveys and matches of mentors and mentees.


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• MRC & RIN Leadership Mentoring Programme Planning is underway for MRC in partnership with Resource Industry Network (RIN) to launch the 2021 Leadership Mentoring platform. The success of the 2020 MRC & RIN mentoring partnership saw two cohorts of mentors and mentees from across industries learn and grow as leaders together. The 2021 Cohort 1 mentoring program is planned to launch in March.

• Elev8 Leadership Series – Fundamentals

People and Culture have provided review and guidance for the business to recommence delivery of the first instalment of a three-part leadership development training package, the Elev8 Leadership series. Working with Employee Services, Fundamentals is planned for first cohort delivery in March 2021.

• Elev8 Leadership Series – Operational Leader

Development of training content of the Elev8 – Operational Leader continues in line with project timelines. This makes up the second instalment of the of a three-part leadership development training package, the Elev8 Leadership series.

• Human Synergistics – Life Styles Inventory [LSI]

The ELT completed the LSI 1 [self-assessment] and 2 [360-degree feedback] process in late 2020. The Senior Leadership Team (SLT) will undertake the same process in March-April 2021. The process allows for leaders to understand how they see themselves and how others see them. The critical aspect is the gap between the two.

Culture:

• Values and Behaviours Review MRC will undertake a values and behaviours review in April-May 2021. The review will be at a high level and focus on naming of the five values to ensure their relevance to the workforce and a detailed review of the behaviours under each value.

• Employee Engagement Survey

MRC has begun the scoping process for 2021 Employee engagement survey project. Through regular benchmarking of employee engagement, MRC can continually align employees to key outcomes and business priorities to sustain engagement and performance over the long term.

Health & Wellbeing:

• Employee Survey A Health & Wellbeing survey was conducted over two weeks during December. The survey is an important tool which helps informs us on the future direction of programs and services and how we apply them, to benefit the mental, physical, financial and social wellbeing of all our staff.

• Financial Fitness Initiatives LGIA Super representatives have been booked to attend MRC in February to deliver presentations on Superannuation Essentials and Transitioning to Retirement. Staff will have the opportunity to book in one-on-one consultations to discuss any individual questions regarding superannuation or retirement.


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• Physical Health Initiatives The Queensland government funded “My Health for Life” lifestyle program aimed at supporting Queenslanders to improve their health and reduce the risk of chronic conditions like Type 2 Diabetes, Heart Disease and Stroke are working with MRC to deliver health checks to staff via an online process during the month of February. Participants identified as being high risk of developing chronic health conditions will gain free access to a healthy lifestyle program that is individually tailored and supported by one-on-one phone coaching or small group sessions.

On Target Below Target 🔵🔵 Complete

10. GOVERNANCE & SAFETY 10.1 Workplace Health & Safety

• Safety activities conducted during January included formal commencement of the improved contractor safety management arrangements which will result in improvements in incident management, contractor engagement, consistence of safety requirements between employees and contractors, formalised spot-checking regime.

o In addition, changes to MRC’s Safety Reporting System InControl commenced in January which will result in improved incident management and enable data to be collected for two new safety performance lead indicators: Percentage of incidents reported on-time; and

o Percentage of scheduled contractor spot-check undertaken.

• Detailed ICAM investigations were completed for two high-risk incidents involving a mower fire and a near-miss incident in which intervention was required to prevent a contractor entering a potential hazardous confined space. These identifying appropriate corrective actions for implementation for reduce future risks.

• A training program was developed on Electrical Awareness, including surface and sub-surface hazards. Ergon has been contracted to deliver the training to operational crews in February.

10.2 Corporate Performance Planning & Reporting

• Annual corporate performance planning continued this month with Business Plans developed and Action Trackers prepared for final review by each business area. The preparation of these documents follows on from the planning workshops carried out during November and December 2020. Endorsement of plans is scheduled for February-March 2021.

• Development of the 2021-2026 MRC Corporate Plan was progressed further this month in preparation for endorsement by Council in March and community consultation soon after.

• As reported in the business improvement section of this report, KPMG completed their review of MRC’s enterprise risk, corporate planning and council policy framework last month. Outcomes and subsequent actions will continue to be reported on in the business improvement section of this report.

10.3 Enterprise Risk Management

• The annual strategic risk review exercise concluded this month, with outcomes reported on in the second quarter strategic risk report presented to both the Executive Leadership Team and also the Audit Committee.


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10.4 Corporate Governance

Policy Reviews Policies Approved in January 2021 Status

Administrative Policies

033 - Prescription Safety Glasses Policy 🔵🔵

063 - Conditions for Approval, Installation and Maintenance of Stock Control Structures in Public Roads 🔵🔵

092 - Waiving of Fees and Charges Policy 🔵🔵

In Progress 🔵🔵 Complete

Right to Information (RTI) Applications Processed in

January 2021 Documents Requested Status

No. 8 Documents regarding a complaint. 🔵🔵


Public Liability Claims (include Personal Injury, Public Liability Plant, Public Liability & Professional Indemnity. Asset Claims (include Motor Vehicle, Water Damage, Theft, Malicious Damage, Other)

6

11

7

9

11

65

8

10

2

17

6

9

15

5

10

78 8

1

8

5

12

4

0

2

0

2

4

6

8

10

12

14

16

18


Insurance Claims Processed

Public Liability Claims Asset Claims


27

10.5 Fraud & Corruption Prevention

2020/21 Fraud and Corruption Prevention Plan Actions

Action No. Action Description Status

2.1 Fraud Risk Assessment for cash handling at Greenmount Homestead has been completed. Final report being prepared.

2.4 Fraud Risk Assessment on Accounts Payable has been completed. 🔵🔵

2.5 Fraud Risk Assessment Action Register circulated to program managers for updating. 🔵🔵


Note: Implementation of the 2020/21 Fraud and Corruption Prevention Plan is on schedule.

10.6 Internal Audit

2020/21 Internal Audit Plan – Progress Update

Parking Fees and Infringements 🔵🔵 Commuter / Private Use – MRC Vehicles 🔵🔵

Infrastructure Assets – Condition Assessment, Operations and Maintenance

Waste Collection Contract Payments / Services ⛔

Asset Management Framework ⛔ Emergency / Disaster Management ⛔

Major Projects Public Event Management ⛔

Review has commenced and is in progress. ⛔

Review is awaiting commencement. 🔵🔵

Review has been completed and has been/to be presented to the Audit Committee

\C

1611 11 11

15 13 6 9 12 13 11 9 1114 16 178 4

2115

20 2330

37

13 10

4138

4350

26

19

49

58

4651

56

39

30

0

10

20

30

40

50

60

70

0

20

40

60

80

100


Administrative Action Complaints

General Complaints PIN Reviews Prior Year


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11. FINANCIAL SERVICES 11.1 Financial Compliance

Description Timeframe

Manage capital and operational budgets to achieve the benchmark Local Government financial sustainability ratios, including the operating surplus, net financial liabilities, and asset sustainability ratios.

Measure: Completion of Long-Term Financial Forecast including applicable ratios

Provide relevant and useful information to Council, stakeholders and clients. Measure: Production of monthly strategic financial reports

Provide relevant and useful information to Council, stakeholders and clients. Measure: Number of high-risk audit issues

On Target Below Target

11.2 Key Activities

On Target Below Target

Activity Comments Timeframe

Budgets & Long Term Financial Forecast (LTFF)

• 2020/21 December Budget Review process is continuing. • 2021/22 Budget process has commenced. • LTFF working group discussions are continuing.

Statutory Reporting • December 2020 Strategic Financial Report was tabled at the 27 January 2021 Council meeting.