QUARTERLY PERFORMANCE & ACTIVITY REPORT

QUARTERLY PERFORMANCE &

ACTIVITY REPORT

Quarter 4 – 2019/2020

Quarterly Performance & Activity Report – Quarter 4 - 2019/20

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Contents

Theme 1 – Natural & Built Heritage ............................................. 4

Activity Snapshot 4

Theme 2 – Community & Culture................................................... 6

Library Visits 6

Target not met due to COVID-19 Impacts

Activity Snapshot 9

Theme 3 – Infrastructure ............................................................. 11

Activity Snapshot ........................................................................................... 11

Theme 4 – Health & Wellbeing ...................................................... 13

Waste Disposal Rate 13

Target of < 60.8% surpassed with a total of 59% of waste disposed to landfill during the Quarter 4

Recycling Rate 14

Target of > 39.2% exceeded with 41% of waste recycled during Quarter 4

Activity Snapshot 15

Theme 5 – Business & Employment ............................................ 18

Tourism Customer Satisfaction with Visitor Information Services 18

Target met for Quarter 4 with an average rating of high.

Visitor Information Centre Bookings 20

Quarter 4 revenue collected showed a continuing downturn compared to the same period in 2018/19, largely driven by the impacts of COVID-19.

Cycle Hub – Bike Hire Revenue 22

Quarterly Performance & Activity Report – Quarter 2 - 2019/20

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Quarter 4 Bike Hire Revenue impacted by COVID-19


How We Work – Good Governance ................................................. 24

Customer Request Completion Rate ............................................. 24

Quarter 4 target exceeded.

Customer Request Resolution Rate 25

Quarter 4 target not met, however result only 1.5% below target

Operational Expenditure Against Budget 27

Quarter 4 target range met

Capital Expenditure Against Budget 28

Quarter 4 target not met

Staff Development - Training 30

Target met for 2019/20.

Staff Development – Performance Partnering 31

Target not met for 2019/20.

Staff Retention 32



Legend

Target not met

Target at risk or not improving

Heading toward target or progress acceptable

Target achieved

Measure under review

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Quarterly Performance & Activity Report – Quarter 4 – 2019/20

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Theme 1 – Natural & Built Heritage

Activity Snapshot

Development

Applications

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Theme 2 – Community & Culture

Library Visits

The number of library visits and participation within the Barossa Council Area

Target not met due to COVID-19 Impacts

RESULTS

INTERPRETATION

Annual Measure - Library visits (101,121 during 2019/20) fell below the target of 5 visits per

capita during 2019/20 due to public activity restrictions associated with the State’s

response to COVID-19.

As per the below chart, visitation was reasonably consistent for the first three quarters of

2019-20, with 33,710 visitors in Quarter 1, 30,470 visitors in Quarter 2 and 28,893 visitors in

Quarter 3. However, following the closure of Libraries in accordance with Emergency

Management Directions from 25 March 2020 to 13 May 2020 and reopening under

restricted conditions for the remainder of Quarter 4, only 8,048 visitors were recorded.



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Negative impacts associated with COVID-19 were also seen across activity data recorded

for PC and Wifi Use in Public Libraries, number of library events held and the number of

items loaned as seen below.



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Other more positive impacts were also recorded as a result of Council’s response to

COVID-19 in the provision of Library Services, with a shift to digital service delivery resulting

in a massive increase in digital resource use across Quarter 4.

RESPONSE

Council has endeavored to provide continuity of Library services in accordance with

limitations set by the State’s Emergency Directions during the COVID-19 pandemic as

Libraries are a particularly important contributor to community wellbeing and connection.

Whilst face to face service delivery has been restricted, the library team has introduced

broader Facebook engagement with children’s sessions being delivered across this

platform along with Storytime, Rattle and Rhyme and Lego Crew videos session posted

each week by the library children’s team, including reading from the Mayor, CEO and

Directors. Facebook followers has increased by 586 or 43% since April.

Other online services included eBooks and eMagazines, access to Studiosity for online

learning support, Ancestry, Computer School and Lynda online learning. There was a

significant increase in the use of the online Encyclopedia Britannica with highest use in

April and May during the school closure times. Overall 61% of online use was during

Quarter 4 reflecting the high use during the closure.

Home service deliveries continued during the closed period, except for services to homes

which were restricted during COVID closures.



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Activity Snapshot

Community Assistance

Grants

Youth

Volunteer Management



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* The above charts do not represent Council’s full volunteering

profile, with additional volunteers currently contributing to the

community committees and other programs which don’t

currently formally collect volunteer data.

Library Services



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Theme 3 – Infrastructure

Activity Snapshot

Traffic, Road & Footpath

Management

Cemetery Management



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Parks, Gardens &

Reserves Maintenance

Community Facility

Management



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Theme 4 – Health & Wellbeing Waste Disposal Rate

Percentage of waste disposed to landfill

Target of < 60.8% surpassed with a total of 59% of waste disposed to landfill during the

Quarter 4

RESULTS

INTERPRETATION

During the fourth quarter for 2019/20, Council recorded a waste to landfill rate of 59%,

beating the target of less than 60.8% waste to landfill.

During 2019/20, 4,808 tonnes of rubbish (landfill waste) was collected, which is on par with

the 2018/19 figure of 4,797.

RESPONSE

It is noted that the target has been consistently met or exceeded for general waste to

landfill this year. The target will be reviewed and updated in Quarter 1 next year.



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Recycling Rate

Percentage of waste recycled

Target of > 39.2% exceeded with 41% of waste recycled during Quarter 4

RESULTS

INTERPRETATION

Recycling statistics consist of both co-mingled recycling collected via Council’s yellow

lidded bins and organic material collected via the currently voluntary green lidded bin

green waste collection service.

During the fourth quarter for 2019/20, Council recorded a recycling rate of 41% (24%

yellow lidded waste and 17% green waste), surpassing the target of greater than 39.2%.

During 2019/20, 1,967 tonnes of yellow lidded recycling and 1,474 tonnes of green waste

were collected, which represents an increase in both recycling and green waste

compared to 2018/19 (yellow – 1,912 and green – 1,195). As a result, the 2019/20 annual

recycling result (42%) improved by 3% compared to 2018/19 (39%).

RESPONSE

It is noted that the target has been consistently met or exceeded for recycling this year.

The target will be reviewed and updated in Quarter 1 next year.



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Activity Snapshot

Animal Management

*Note – large increase in Jan-Mar 2018 2019 was due to

66 reports relating to wasps.

Waste Management

*Note – overall recycling rate reported on page 13

includes both recycling and green waste as recyclable

materials diverted from landfill.



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Community Transport

Home Assist & Social

Support

Tree Management



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Parking Complaints

Pool Safety

Waste Water

Health Services



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Theme 5 – Business & Employment

Tourism Customer Satisfaction with Visitor Information

Services

Average Customer Satisfaction Rating

Target met for Quarter 4 with an average rating of high.

RESULTS

INTERPRETATION

During 2019/20, this measure transitioned to new counting rules and an alternate data

source to increase the reliability of data. As a result, this measure is now reported bi-

annually based on data sourced from the SA Accredited Visitor Information Centre

Network Survey, which has more representative numbers of respondents.

Based on data released in February 2020, 101 customer ratings were collected using a

scale of 1 to 5, where 1 = low and 5 = high. The survey produced an average rating for

customer service of 4.93 (high) which exceeded the target of 4 and was slightly higher

than the State average of 4.9. Results also indicated an average rating for information

display and range of 4.85, and an average rating for the range and quality of souvenirs of

4.8. In addition, 58.4% of visitors surveyed said that they definitely feel that based on



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advice received at the Visitor Information Centre they would experience more, stay

longer or spend more money than they had intended

RESPONSE

No response required.



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Visitor Information Centre Bookings

Booking Revenue (Accommodation/Tours/Tickets)

Quarter 4 revenue collected showed a continuing downturn compared to the same

period in 2018/19, largely driven by the impacts of COVID-19.

RESULTS

INTERPRETATION

Total booking revenue for the second quarter equaled $14,805 compared to $103.959 at

the same time in 2019/20. Quarter 3 also saw a significant drop compared to the same

period the previous year, with just $62,235 in revenue collected.

Tourism activity in the Barossa and Visitor Information Centre Services have been severely

impacted by COVID-19 particularly as a result of the Barossa Cluster of infections identified

in March 2020 and the resulting restrictions on non-essential travel within the Barossa

region. The government’s Emergency Directions also placed further limitations on face to

face service delivery during the third and fourth quarters impacting on revenue and

visitation.

In addition to a decrease in booking revenue, Quarter 4 also saw a significant reduction in

visitation to the visitor centre in accordance with government restrictions. A total of 2,125

visitors were recorded at the Centre during the period, which represents an 82% decrease

compared to the same period in 2019/20. Not surprisingly, given State border restrictions,

only 28 of the visitors that have attended the centre were from outside of SA. This supports

anecdotal accounts that most visitors to the region over the past quarter are South



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Australians on day trips, ultimately impacting on length of stay and accommodation

revenue.

Despite the recent impact of COVID-19 on the fourth quarter result, overall Council’s

annual visitor and enquiry numbers are only just behind 2018/19 figures recorded as per

the figures highlighted in the activity snapshot on page 24, showing strong growth outside

of the pandemic scenario.

RESPONSE




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Cycle Hub – Bike Hire Revenue

Sales Revenue

Quarter 4 Bike Hire Revenue impacted by COVID-19

RESULTS

INTERPRETATION

During Quarter 4 the Cycle Hub was closed in accordance with COVID-19 restrictions

therefore no revenue was generated. Prior to the impact of COVID-19, the Cycle hub had

seen an increase in bike hire numbers (213) and revenue ($7,603) across the third quarter

compared to 2018/19 (167 bikes hired and $5,796 revenue).

RESPONSE




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Activity Snapshot

Visitor Information

Centre & Cycle Hub



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How We Work – Good Governance

Customer Request Completion Rate Percentage of Customer Requests Completed (On Time and Overdue)

Quarter 4 target exceeded.

RESULTS

INTERPRETATION

The fourth Quarter for 2019/20 saw a 103.2% request completion rate, exceeding the

target of 85%. This measure is calculated using the number of requests completed year to

date (regardless of when they were logged or due) versus the number of requests due for

the same period. As a result, it is possible for the number of requests completed during the

period to exceed the number logged.

RESPONSE

Council has implemented a raft of improvements to administrative processes and

electronic systems within the customer service supply chain via the Customer Service

Reboot Project to improve the close out of requests and delivery of a quality customer

experience. The Project has included a full review of customer request configuration, roles

and responsibilities within the lifecycle of a request, arrangements for updating Customers

and closing the loop on the status of request and broadening of mobility options for both

staff and customer’s in logging, responding to and tracking requests.


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Customer Request Resolution Rate

Percentage of Customer Requests Resolved on Time

Quarter 4 target not met, however result only 1.5% below target and trending up

RESULTS

INTERPRETATION

The targeted resolution rate was missed by only 1.5% met during Quarter 4, with 83.52% of

requests completed by the nominated due date.

The significant improvements in the resolution rate seen over the past 12 to 18 months are

a direct result of efforts under the Change Program to improve processes and systems

within the customer request lifecycle.

As demonstrated in the chart below, the number of requests received during the fourth

quarter grew significantly with 5,134 requests compared to 3,473 in 2018/19. This increase

in requests was driven largely by the introduction of a new request type during the fourth

quarter to capture general requests for service or advice received by our Customer

Support Officers and closed out immediately at this first point of contact. The new request

type was introduced in April 2020 and by 30 June, 1697 requests had been entered into

Council’s Customer Request Management System. Despite the high number of incoming

customer requests, a total of 5,128 requests were completed during the fourth quarter,

reflecting ongoing efforts to resolve both current and long standing (overdue) requests.



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RESPONSE

As identified in the previous measure, key strategic projects currently being implemented

to address customer request close out issues, to identify system and administrative process

improvements and to clarify customer service standards have resulted in continued

progress towards achieving the nominated target.

An important contributor to the improved resolution rate has also been the alignment of

the setup of requests within Council’s Customer Request Management System with

approved service levels ensuring that the timeframes to respond are accurate and

measurable.

In addition to a focus on the resolution of customer requests within a timely manner,

Council has also focused on improving our Customer’s experience. As such, new customer

request entry and status options were introduced during the third Quarter with the

implementation of new online services via Council’s website. It is anticipated that this

functionality, along with increased capacity to close out requests in the field, more

accurate customer request data and clarification of roles and responsibilities will also result

in an improved customer experience and closing of the loop.



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Operational Expenditure Against Budget

Actual Operating Expenditure as a % of Budgeted Operating Expenditure

Quarter 4 target range met

RESULTS

INTERPRETATION

The Financial data reported as at 30 June 2020 is based on preliminary figures and is

subject to change based on the finalisation of Council’s end of financial year

calculations. Updated figures will be reported in Council’s Quarter 1 – 2020/21

Performance & Activity Report.

As at 30 June 2020, 92.91% ($35,960K) of the annual operational budget had been spent,

with performance falling within the target range.

RESPONSE




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Capital Expenditure Against Budget

Actual Capital Expenditure as a percentage of Budgeted Capital Expenditure

Quarter 4 target not met

RESULTS

INTERPRETATION

The Financial data reported as at 30 June 2020 is based on preliminary figures and is

subject to change based on the finalisation of Council’s end of financial year

calculations. Updated figures will be reported in Council’s Quarter 1 – 2020/21

Performance & Activity Report.

As at 30 June 2020, 74.45% ($14,044,060) of the $18,864,083 adjusted capital budget had

been spent.

RESPONSE

Works & Engineering budget performance, before Q4 adjustments, finished up at 80%

spend against budget at 30 June 2020. A number of projects were not able to be

completed due to circumstances beyond officer’s control such as Angaston Main street

upgrade ($250k), and Calton Road drainage ($250k). The balance of the remaining

unspent project funds was predominately made up of savings or deferrals such as unused

road re-sheet unallocated budget and shoulder budget ($130k), savings in the Tanunda

WWTP ($117k), footpath savings ($76k) and plant deferral ($40k).



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Based on estimated Q4 budget changes, removal of The Big Project budget comparison

for projects that did not receive grant funding and final end of year accounting

adjustments it is estimated the capital budget performance result will be 87.6% or only

2.4% from the target 90%.



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Staff Development - Training

Percentage of staff with an approved training needs analysis


RESULTS

INTERPRETATION

Annual Measure - All employees have an individual training plan which is scheduled for

review on a 12-month cycle.

As at 30 June 2020 the rate of staff with an approved Training Needs Analysis equaled

88%.

RESPONSE




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Staff Development – Performance Partnering

Percentage of staff who have completed performance partnering

Target not met for 2019/20.

RESULTS

INTERPRETATION

Annual Measure – Council achieved a performance partnering completion rate of 40% for

2019/20.

During 2019/20, 63 of 156 employees completed Performance Partnering.

RESPONSE

Performance partnering workbooks were due to be completed by the end of March 2020,

however as a result of COVID-19 and the implementation of working from home

arrangements performance partnering activity was delayed.



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Staff Retention

Percentage of employees retained


RESULTS

INTERPRETATION

Annual Measure – During 2019/20, Council recorded a retention rate of 92%.

The above measure is calculated using resignations versus headcount. It does not include

turnover due to cessation of fixed term contracts, casual contracts or retirement.

During 2019/20 there were 12 resignations.

RESPONSE

Council continues to support the retention of staff through the development and

implementation of contemporary organisational development and human resource

management practices.



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Activity Snapshot

Rate Management

Local Government

Records Searches

Customer Requests



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Procurement

Knowledge &

Technology Services

Human Resources &

Payroll

Council Decision Making



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Communications &

Engagement



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Appendix 1 – Measure Reporting Frequency

Theme 1 – Natural & Built Heritage

Building Rules Consent Processing - Quarterly

Planning Consent Processing - Quarterly

Theme 2 – Community & Culture

Library Visits - Annual

Theme 3 – Infrastructure

Asset Sustainability - Annual

Asset Spending Ratio – Annual

Theme 4 – Health & Wellbeing

Waste Disposal Rate – Quarterly

Recycling Rate - Quarterly

Theme 5 – Business & Employment

Tourism Customer Satisfaction with Visitor Information Services - Quarterly

Visitor Information Centre Booking – Quarterly

Cycle Hub – Bike Hire Revenue – Quarterly

How We Work – Good Governance

Operating Surplus/(Deficit) Ratio – Annual

Net Financial Liabilities Ratio – Annual

Customer Request Completion Rate - Quarterly

Customer Request Resolution Rate – Quarterly

Operational Expenditure Against Budget - Quarterly

Capital Expenditure Against Budget - Quarterly

Organisational Culture Improvement - Biennial

Staff Development – Training – Annual

Staff Development – Performance Partnering – Annual

Staff Retention – Annual


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