OUR WELL-MANAGED CITY

Council ensures Brisbane is a well-managed city by delivering effective, efficient and valued services for the community. Through strong leadership, governance, integrity and accountability, Council adheres to legislation, policies, processes and practices, and safeguards our financial sustainability for the future. We invest in people, processes and technology to continually improve the customer experience and make our operations more efficient.

In 2021-22, we mobilised our organisation to rapidly respond to and protect our community and employees against emerging risks caused by the ongoing pandemic and February floods. Our dedicated staff continue to prove our resilience and agility, harnessing opportunities from change and business disruption.

Continually improving the customer experience

Council’s new customer vision, Our Community Experience 2022-2026 will guide how we will work with Brisbane communities to deliver a modern and adaptable customer experience. Beyond delivery of core services, Council will ensure that everyone in Brisbane experiences our commitments of community, connection and care.

Embracing technology is a key aspect of how Council continues to meet customer expectations. Council introduced new interactive digital mapping tools that make it easier to share information with residents. So far, the technology has been used to improve the neighbourhood planning process, allowing residents to use a simple address search to see what is proposed for their property.

Launched virtual tours for 27 of Council’s community halls

Introduced new self-service borrowing feature in the BNELibraries app

Achieved 94% overall satisfaction with Contact Centre service

Building a smart, connected city

Council invests in innovative solutions to make city operations more efficient and improve outcomes for our residents. We commenced delivery of an automated tree inspection and management system to improve oversight and management of Brisbane’s precious natural habitat. We also leveraged bin sensor technology in the CBD to make bin-emptying schedules more efficient and support Council in keeping Brisbane clean and welcoming for everyone.

In partnership with the Queensland University of Technology, we also commenced the three-year iMOVE project, which aims to improve the overall parking experience through research, improved pricing strategies and the adoption of digital technologies.

Our People

Supporting our workforce during difficult times

Council prioritises the wellbeing of our staff to enable them to be there for our community when they need it most. Throughout lockdowns and flood disruptions, we maintained safe work environments by quickly implementing the latest public health and safety directives, deploying mental health support and tailoring flexible and alternative working arrangements.

Attracting and retaining the best talent

Council’s employment programs support us in attracting the right people to deliver our vision for Brisbane. More than 310 participants accessed apprenticeships, graduate programs, Council’s DisABILITY ACTION at WORK program and more.

Council is committed to providing benefits that matter to our employees and continues to support employee work/life balance. Through ongoing improvement of supporting ICT systems, such as Learning Management Solution, Council continues to expand our hybrid workforce’s ability to connect, collaborate and deliver positive outcomes for the city in exciting new ways.

Implemented new employee emergency SMS broadcast system

Received more than 12,500 job applications with more than 1700 successful candidates appointed

Council employees completed more than 40,975 online and in-person training courses

Planning our future workforce

Through three key themes, Council’s organisational workforce plan identifies the current and future capabilities of our people and provides a long-term blueprint to ensure we have the workforce to deliver our vision for Brisbane.

Talent mobility: Creating an agile workforce that can meet changing business needs in real time.

Adaptive learning: Prioritising learning to respond to the changing nature of work and deliver key business outcomes.

Diversity: Fostering engagement, collaboration, innovation and creativity through a diverse and inclusive workforce.

Critical customer support

During the floods that occurred throughout Brisbane in 2022, our Contact Centre was the central point for customers who needed or were offering help. With an influx of calls, it was all hands-on deck. In addition to this the Customer Services team:

• established telephone queues for the Mud Army 2.0 Coordination Centre and volunteers • provided 24/7 representation in the Local Disaster Coordination

Centre to ensure the most up to date information for our community • managed over 950 weather event related requests for assistance • implemented outbound call campaign, 'Operation Reach Out' to assist residents affected by the floods • implemented a second outbound call campaign to 258 community lease holders to offer support with grant writing to fund facility repairs due to flood impacts • kept connection with over 1400 residents in need to provide the best support available • answered 4303 calls for assistance through the State Emergency Services queue.