4 minute read
Monitoring our progress
KEY FOCUS AREAS
In this section, we report on our performance against the actions we have taken during the past year under the seven key focus areas that reflect our city vision and underpin our Integrated Planning and Reporting Framework. We outline the year’s highlights and challenges, and report on every action we have taken to pursue the objectives and strategies for each key focus area, along with the funds we have spent to achieve them.
OBJECTIVES
These are the community’s long-term priorities and aspirations for the city, as set out in the Community Strategic Plan. They contribute to achieving the city vision. Council has a custodial role in working towards realising these objectives; however, it is not wholly responsible for achieving them. Other partners, such as state agencies and community groups, have an important role to play in achieving these objectives.
STRATEGIES AND ACTIONS
Our strategies guide us to achieve our objectives over the four-year period of our Delivery Program. Actions are the activities and projects we commit to undertake each year, through delivery of our Operational Plan, to achieve our strategies and deliver our objectives.
ACHIEVED
Indicates an action was achieved during the year.
NOT ACHIEVED
Indicates an action was not achieved, and generally relates to a target for the year not being met.
IN PROGRESS
Indicates an action is likely to be achieved in the following reporting period.
COVID-19 AFFECTED
NOT ACHIEVED
Indicates an action was not achieved, and generally relates to a target for the year not being met.
IN PROGRESS
Indicates an action is likely to be achieved in the following reporting period.
NAVIGATING THIS SECTION
1 SHARED DECISIONMAKING
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LAKE MACQUARIE CITY COUNCIL
SHARED DECISION-MAKING
OBJECTIVE 7.1 PARTNERSHIPS BETWEEN COMMUNITY, GOVERNMENT AND BUSINESS BENEFIT OUR CITY
STRATEGY 7.1.1
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DEVELOP AND MAINTAIN A NETWORK OF KEY AGENCIES, ORGANISATIONS, PEAK BODIES AND COMMUNITY GROUPS
STRATEGY 7.1.2
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ACTION 2020-2021
Proactively engage with small businesses in Lake Macquarie City and develop initiatives aimed at providing them with greater support
ACTION 2020-2021
INFLUENCE DECISIONS THAT IMPACT OUR REGION
Contribute to the regional strategic planning process through the Hunter Joint Organisation
OBJECTIVE 7.2 WE KNOW HOW AND WHY DECISIONS ARE MADE
STRATEGY 7.2.1 DELIVER HIGH QUALITY AND INFORMATIVE CUSTOMER SERVICE
ACTION 2020-2021 6
Investigate options to improve on current accessibility for our contact centre service, for example, provision of an enhanced afterhours service Increase the number of customer interactions resolved at first point of contact Develop and implement a digital workplace that supports our teams to deliver a more personalised customer experience by establishing a digital champions network and increasing investment in digital skills development by 20 per cent Continue to provide an accessible and personalised customer experience by completing 90 per cent of the year one actions in the Customer Experience Strategy Implement the Council Administrative Centre refurbishment Utilise digital technology to make it easier to invest, partner, start and grow a business in Lake Mac Develop and implement digital infrastructure to build better connectivity for our community Review how Council information can provide a better customer experience by increasing the proportion of departments using knowledge management software to 50 per cent
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LAKE MACQUARIE CITY COUNCIL
WEB CHAT GOES LIVE
Our Customer Service Centre is now more accessible than ever, after we launched a trial of web chat on Council’s website. We used our customer insights program to identify pages on our website to be included in the trial. We started with the animals page, during specific peak times. As the trial went on, we added other pages such as bulk waste and general waste, and increased the times it was available. We are now expanding the service to more pages across the website as we have seen increased interest from customers in using this communication channel. This service complements our other channels that customers can contact us through including social media, phone and email.
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HIGHLIGHTS
• Council launched near real-time road closure information, added swim centre closure notification information, and improved content in the development section of the Council’s website. • Council’s website was updated to include elections information, including accepting applications for the non-residential roll. • The Council Administrative Centre refurbishment was completed ahead of schedule, and staff returned to the building in
May 2021.
CHALLENGES
• The launch of the online cultural collection database was delayed. The database has been chosen and internal training and data migration is currently underway.
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key community engagement projects
103,200
visits to Shape Lake Mac engagement portal
18,948
visits to our online interactive mapping tool, Social Pinpoint
ANNUAL REPORT 2020-2021 69
1 KEY FOCUS AREA
Each key focus area is colour coded to assist navigation of this section.
2 HIGHLIGHTS AND CHALLENGES
Provides highlights of our achievements and any challenges Council faced in delivering the actions for this focus area during the year.
