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Organisational Services
Organisational Services
Monthly Review > March 2019
Contents
1. EXECUTIVE SUMMARY ..................................................................................................................................... 1
2. SAFETY ............................................................................................................................................................ 2
2.1 Incidents and Injuries ....................................................................................................................................... 2
2.2 Key Activities ................................................................................................................................................... 4
3. CUSTOMER SERVICE ....................................................................................................................................... 4
3.1 External Customer Services ............................................................................................................................. 4
3.2 Aquatic Facilities .............................................................................................................................................. 7
3.3 IT Support ...................................................................................................................................................... 11
3.4 Key Activities ................................................................................................................................................. 13
3.5 Procurement Services .................................................................................................................................... 14
3.6 Property Services........................................................................................................................................... 15
4. PEOPLE AND CULTURE ................................................................................................................................. 16
4.1 Key Activities ................................................................................................................................................. 16
4.2 Staff Contingent ............................................................................................................................................. 17
5. FINANCIAL PERFORMANCE ........................................................................................................................... 19
5.1 Key Activities ................................................................................................................................................. 19
5.2 Program Financial Position ............................................................................................................................. 20
6. BUSINESS IMPROVEMENT ............................................................................................................................. 22
6.1 Business Improvements .................................................................................................................................... 22
7. PROJECTS ..................................................................................................................................................... 23
7.1 Internal Projects ............................................................................................................................................. 23
7.2 Capital Projects .............................................................................................................................................. 23
8. REGULATORY COMPLIANCE.......................................................................................................................... 24
8.1 Financial Compliance ..................................................................................................................................... 24
8.2 Corporate Governance ................................................................................................................................... 24
8.3 Internal Audit ................................................................................................................................................. 26
9. LAND & BUILDINGS ....................................................................................................................................... 27
9.1 Building Maintenance ..................................................................................................................................... 27
9.2 Land & Tenure ................................................................................................................................................ 29
Organisational Services
Monthly Review > March 2019
1. EXECUTIVE SUMMARY
This report is for the Organisational Services Department for the month of March 2019.
• Safety continues to be a focus, with no lost time injuries, one minor injury and one near miss
reported for the month.
• In conjunction with WHS Queensland Inspectors, MRC undertook an audit of all pool facilities.
These audits were conducted as part of a Queensland-wide public pool compliance campaign.
A few minor improvements were identified with regard to chemical management, which are being
addressed by the contractor.
• Our customer service team received 8,604 calls in March, whilst continuing to exceed customer
satisfaction targets.
• It is pleasing to note that the Mackay Aquatic Recreation Complex received over 6,000 visitors in
its first month of operation.
• Successful live streaming of Council meetings now occurring with the first meeting live streamed
on March 13.
• Point of sale (PoS) equipment for MECC and Foodspace have been upgraded offering a modern
PoS system to achieve service efficiencies.
• Fitness Passport has been approved with the take-up rate reaching the required minimum number
of participants. This is part of Council's Health and Wellbeing Strategy.
Kylie Lamb
Director Organisational Services
1
Organisational Services
Monthly Review > March 2019
2. SAFETY
2.1 Incidents and Injuries
One injury to a MRC employee was reported in March:
• Meter reading and travelling between premises. Fell off motorbike when front wheel of bike hit the
edge of a concrete path.
One near miss incident was reported in March:
• While changing printer ink cartridge the cartridge dropped to floor; spilling ink on the floor. Area
contained and cleaned
Each incident was investigated, and appropriate corrective measures implemented to reduce future
risks.
2
Organisational Services
Monthly Review > March 2019
2014-15 2015-16 2016-17 2017-18 2018-19
Department Days Days Days Days Days
LTI Lost LTI Lost LTI Lost LTI Lost LTI Lost
Assets
Finance
Shared Services Centre 1 4
Procurement & Plant 1 17
Property Services
Governance & Safety 1 8
Office of the Mayor & CEO
Organisational Services 0 0 1 4 0 0 2 25 0 0
3
Organisational Services
Monthly Review > March 2019
2.2 Key Activities
• In conjunction with WHS Queensland Inspectors, MRC undertook an audit of all pool facilities. A
few minor improvements were identified with regard to chemical management, which the pool
contractor is implementing. These audits were conducted as part of a Queensland-wide public
pool compliance campaign.
• Continued to review, along with key stakeholders, the safety aspects of contractor management;
with legal opinion provided to ensure MRC is meeting its WHS legal duties.
• The review and amendment of WHS procedures is continuing, as part of ‘THE HUB’ project.
• Investigated and reported on critical incidents – including identifying appropriate corrective
actions for implementation.
• The WHS Team attended the Resource Industry Network Safety Conference at the MECC; with
initiatives identified to support both the physical and mental wellbeing of our people.
• WHS Team members attended the North Queensland Rehabilitation and Return to Work
Conference; with initiatives identified to support the timely and effective return to work of injured
and ill employees.
• Provided a high level of support to injured workers – including accompanying on doctor visits.
• Other activities include procedure reviews, safety observations and interactions, and attendance
at pre-start meetings and toolbox talks.
3. CUSTOMER SERVICE
3.1 External Customer Services
Target
KPI KPI Description Red Green Blue Result
(Under KPI) (Met KPI) (Exceed KPI)
The percentage of external
First Contact customer enquiries that are < 50% 50-60% > 60% 59%
Resolution (FCR) resolved at the first point of
contact.
The percentage of customer
Grade of Service calls that are answered < 80% 80-85% > 85% 89%
(GOS) within 60 seconds across the
SSC team.
The percentage of customers
Abandoned Calls that abandon their call before > 6% 4.5-6% < 4.5% 2%
being served.
External A measure of customer
Customer satisfaction as reported by < 80% 80-85% > 85% 96%
Satisfaction the end of call survey
Customer Service requests resolved
Request within corporate standard < 80% 80-85% > 85% 89%
Completion timeframes
4
Organisational Services
Monthly Review > March 2019
KPI Graphs and Commentary
Call Received
12000
10000
8000
6000
4000
2000
0
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY18-19 3 year av
First Contact Resolution: FCR results increased to 59% of customer queries resolved at first contact
in March, as compared to 55% in February.
First Contact Resolution
70%
65%
60%
55%
50%
45%
40%
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY18-19 3 year av Satisfactory Exceeded
Grade of Service: A total of 8,604 calls were received in March reporting period, averaging 430 calls
per day, a slight increase from February's average of 407 per day.
Grade of Service
95%
90%
85%
80%
75%
70%
65%
60%
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
3 year av Satisfactory Exceeded FY18-19
5Organisational Services
Monthly Review > March 2019
Abandoned Calls: Abandoned calls decreased from 2.3% in February to 2% (155 calls) in March
across the combined queues. For the main MRC queue, the abandoned call rate was 1.2% (110 calls).
The call back take-up rate continues to remain low at 0.05% (43 calls), with an average speed of answer
at 81 seconds.
Abandoned Calls
7.00%
6.00%
5.00%
4.00%
3.00%
2.00%
1.00%
0.00%
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY18-19 3 year av Satisfactory Exceeded
External Customer Satisfaction: Survey volumes represent 3.7% of the overall contact centre calls
received for the month of March (315 surveys).
Customer Satisfaction Survey
100%
95%
90%
85%
80%
75%
70%
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY18-19 2 year av Satisfactory Exceeded
Customer Request Completion: Lodged requests for SSC remain consistent averaging 29 per day
and resolve times continue to exceed targets at 89% resolved within standard timeframes. Lodged
requests for MRC have increased from 177 in February to 193 in March and with on-time resolution
remained consistent at 73% in February and 72% in the March reporting period.
Lodged Resolved within SLA
MRC Total 4057 72%
SSC 606 89%
6Organisational Services
Monthly Review > March 2019
MRC Top 5 Pathway requests Lodged % of total
Volume
February 2019 requests
Replace Wheelie Bin 257 6.3%
Change of mailing address 186 4.6%
Water – Leak (Public Area) 179 4.4%
Overgrown Allotment 170 4.2%
Repair Wheelie Bin 165 4.1%
3.2 Aquatic Facilities
Attendance Figures:
Facility February 2019 March 2019
Bluewater Lagoon 26,008 27,605
Mackay Aquatic Recreation Complex N/A 6,303
Memorial Pool 5,220 5,428
Pioneer Pool 6,487 7,481
Mirani Pool 3,994 3,785
Sarina Pool 3,072 3,412
Note:
• Mackay Aquatic Recreation Complex opened March 9, 2019
• All attendance figures are provided by operators except Bluewater Lagoon
• Bluewater Lagoon attendances in February were extracted from the People Counter. The People
Counter figures count persons entering the facility only.
Annual Attendances (Calendar Year) by Facility
Aquatic Facilities Annual Attendance Figures to Jan 2017 to Mar
2019
200000
180000
160000
Attendances
140000
120000
100000
80000
60000
40000
20000
0
Sum of Sum of
Sum of
Sum of Memorial Pioneer Sum of Sum of
Mirani
BWL Swim Swim Sarina Pool MARC
Pool
Centre Centre
2017 Total 115388 30087 34439 19165 17553 0
2018 Total 182689 34221 32500 26400 16224 0
2019 YTD total (calendar year) 86491 13732 17818 9814 5336 6303
7Organisational Services
Monthly Review > March 2019
Attendances September to March, Monthly and Yearly Attendance Comparison
Bluewater Lagoon Monthly Attendances Sept 2018 to Mar 2019
50000
45000
40000
35000
Attendances
30000
25000
20000
15000
10000
5000
0
Sum of Sum of Sum of Sum of Sum of Sum of Sum of
September October November December January February March
BWL 17-18 18880 28016 24928 43564 36756 16230 17526
BWL 18-19 19273 27381 23572 21838 32878 26008 27605
Note:
• There were 23 wet days in December 2018 which may explain the fall in attendance between the two
years
• February figures have been obtained from the “People Counter”.
Attendances Mackay ARC Sept 2018 to Mar 2019
7000
6000
5000
Attendances
4000
3000
2000
1000
0
Sum of Sum of Sum of Sum of Sum of Sum of Sum of
September October November December January February March
MARC 2019 6303
Note:
• Includes athletic and aquatic attendances
Aquatic attendances: 6003
Athletic attendances 300
8Organisational Services
Monthly Review > March 2019
Attendances Memorial Pool Sept 2018 to Mar 2019
6000
5000
4000
Attendances
3000
2000
1000
0
Sum of Sum of Sum of Sum of Sum of Sum of Sum of
September October November December January February March
MSC 2017-2018 1681 2596 2976 5604 3104 4188 3182
MSC 2018-2019 3146 3544 5162 2337 3084 5220 5428
Attendances Pioneer Swim Centre Sept 2018 to Mar 2019
10000
9000
8000
7000
Attendances
6000
5000
4000
3000
2000
1000
0
Sum of Sum of Sum of Sum of Sum of Sum of Sum of
September October November December January February March
PSC 2017-2018 212 3605 5689 2900 3629 7035 3889
PSC 2018-2019 0 5208 9473 4054 3850 6487 7481
Note:
• Closed in September 2018
9Organisational Services
Monthly Review > March 2019
Attendances Mirani Sept 2018 to Mar 2019
7000
6000
5000
Attendances
4000
3000
2000
1000
0
Sum of Sum of Sum of Sum of Sum of Sum of Sum of
September October November December January February March
Mirani Pool 2017-2018 305 3344 2909 1315 1407 2758 1100
Mirani Pool 2018-2019 63 2767 5939 1990 1551 3994 3785
Note:
• Active growth of squad and club training driven by operators leading to higher facility use.
Attendances Sarina Pool Sept 2018 to Mar 2019
8000
7000
6000
Attendances
5000
4000
3000
2000
1000
0
Sum of Sum of Sum of Sum of Sum of Sum of Sum of
September October November December January February March
Sarina Pool 2017-2018 0 0 4560 1691 3383 4702 2332
Sarina Pool 2018-2019 0 5856 6839 3171 3330 3072 3412
Note:
• Facility closed Sept-Oct 2017 and September 2018
Number of Wet Days per Month
October November December January February March
2017-2018 10 8 5 6 11 11
2018-2019 0 0 23 6 12 8
10Organisational Services
Monthly Review > March 2019
3.3 IT Support
Internal Service Metrics
Target
KPI KPI Description Red Green Blue Result
(Under KPI) (Met KPI) (Exceed KPI)
Percentage of incidents
Incident Resolution resolved within corporate 80% 80-85% 85% 81%
standard timeframes
Percentage of service
Service Request requests resolved within 80% 80-85% 85% 79%
Resolution corporate standard
timeframes
IT email survey - % of
Internal Customer customers whose 75% 75-84% 85% 99%
Satisfaction Survey experience met or
exceeded expectations
Note:
• Current resourcing levels within Information Services in support of service and incident requests
are short of key resources in application and service desk skill sets due to natural attrition. These
resourcing levels have now been in existence for a number of months and the effects are
showing on the KPI’s. We are now adopting specific targeted recruitment activity with the
assistance of a third party to ensure fulfillment of these roles.
• Planning continues to ensure a positive trend in our service and incident request management.
• The spike seen in the raising and closing during March is largely related to the baseline campaign
run by Information Services to determine the organisations Cyber Security phish-prone score. As
per process individuals who identified or had questions in relation to the campaign emails, were
logging requests.
Information Services Satisfaction Survey – March 2019
Rating
March 2019 Survey
%
How would you rate the level of customer service received? (Timely updates, follow through, helpfulness,
1 88%
communication skills)
Was your request completed within a reasonable timeframe? (If not please state expectation in comments
2 88%
section please.)
3 Was your support request completed to your satisfaction? 85%
March 2019
Below Met Exceeded Not
Survey Totals
Expectations Expectations Expectations Assigned*
Results
# of * Not assigned
6 183 338 0 527
Responses excluded
Overall Rating 1.1% 34.7% 64.1% N/A 98.8%
11Organisational Services
Monthly Review > March 2019
Applications Availability
Target
KPI KPI Description Red Green Blue Result
(Under KPI) (Met KPI) (Exceed KPI)
Tier 1 Systems Refer to the table under < 98% 98-99% > 99% 99.7%
‘KPI Commentary’
Tier 2 Systems section below for detail < 98% 98-99% > 99% 99.9%
on which systems are
Tier 3 Systems included in each tier. < 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.
Tier 1 Tier 2 Tier 3
ECM Aurora Manage
Finance One Engine
Bruce
Email
GIS Mandalay
Internet
Kiosk_Chris21
Pathway
Assetic
KPI Commentary
Incident and Service Request Metrics: The volume of incidents raised increased slightly this
month, from 861 in February to 895 in March.
The ICT Operations team continue to achieve good closure rates with 79% of service requests closed
in March.
The below graph identifies the Raised Vs Closed and Pending requests, along with WIP and backlog.
12Organisational Services
Monthly Review > March 2019
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.
3.4 Key Activities
Activity Program Comments
Soft launch following successful pilot of the Customer Portal.
Customer Portal SSC This is now open to all patrons to adopt, however design of
rollout is soft launch to ensure management of any issues that
occur. Take up is slow as per design however we are seeing
increased activity and positivity to online services and a single
sign on environment. Further detail on adoption will be provided
at financial year end.
Point of Sale Upgrade SSC Upgrade point of sale environment for MECC and Foodspace,
offering a modern PoS system to achieve service efficiencies.
Council Meeting SSC Successful live streaming of Council meetings now being
conducted.
13Organisational Services
Monthly Review > March 2019
3.5 Procurement Services
Activity March 2018 March 2019
Purchase Orders (PO) Raised 944 831
Line Items in POs 2325 2073
POs Received 945 960
Line Items in POs Received 4023 4019
Invoices Processed 3604 2935
Request for Quotes Issued 5 11
Tenders Issued 12 7
Tenders Awarded 4 3
Quotes Awarded 11 3
Monthly Amount Monthly % FYTD Amount FYTD %
Area
March 2019 March 2019
Local Spend (Mackay region) $4,974,501 66% $113,041,477 78%
Regional Spend (WROC area) $10,340 1% $290,700 1%
External Spend $2,552,359 33% $31,080,152 21%
Area Monthly Spend %
100% 1% 1% 1% 1% 1% 1% 1% 1% 1%
8%
17% 12% 19% 18%
90% 26% 27% Regional Spend
38% 33%
80% (WROC Area)
70% External Spend %
60%
Local Spend
50%
87% 91% (Mackay Region)
40% 82% 80% 81%
73% 72%
61% 66%
30%
20%
10%
0%
Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19
14Organisational Services
Monthly Review > March 2019
3.6 Property Services
Actioned Property Services Requests
400
350
300
250 Pathways Requests
Key & Padlock Requests
200 Security Access Requests
Building Maintenance Requests
150
100
50
0
Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar
Breakdown of Building Maintenance % of total Of the total number of Building
Volume requests Maintenance Requests received for the
Requests Actioned – March 2019
month of March (190), the top 3 requests
Miscellaneous 79 41.58% related to;
• Miscellaneous (majority relating to
Plumbing 39 20.53% cleaning, consumables and security)
Repairs 36 18.95% • Plumbing
• Repairs (majority relating to fixtures,
Electrical 21 11.05% fittings, doors, locks and hardware)
Air Conditioning 11 5.79%
Safety & Legislation 4 2.11%
15Organisational Services
Monthly Review > March 2019
4. PEOPLE AND CULTURE
4.1 Key Activities
Activity Comments
Organisational • All Department-level Leadership and Culture workshops have been conducted with
Culture positive feedback via the Cultural Facilitators
• Employee Engagement Survey briefings have been conducted with Program-level action
plans due by the end of April 2019
Health and • Fitness Passport has been approved
Wellbeing • Mental Health First Aiders are to be recognised on 24 April for completing their training
• Harmony Day was a successful initiative as a part of social health
Diversity and • The Inclusive Leadership workshop series commences on 11 April 2019
Inclusion • DFV training has been planned for May 2019
Workforce • Work has commenced on the Verification of Competency framework as part of a risk-
Relations based approach to identifying capability gaps in the workforce
Learning and • The Training Needs Analysis project continues with further work being completed in
Development identifying data and recording gaps in the current HRIS
• There is a new process for updating the learning aspect of rolling out new policies to
ensure that all employees are aware and understand the changes before the policy is
effective.
Leadership • Elev8 Leadership Series has commenced with the Fundamental module being rolled out
Development to Coordinators and the Empowering module to senior leaders. The Operational module
will be rolled out to Program managers mid-year
• The MRC Leadership Model has been updated to reflect the incorporation of the
leadership traits into the four organisational leadership capabilities
Workforce • The workforce planning training is underway with all Program Managers
Capability
Volunteers • The briefing for Council has been postponed to 17 April.
PROJECT: • Project on schedule and meeting KPIs.
Mackay • Key feedback from local businesses (RSIS relevance):
Regional Skills o Employers in the region are having difficulty focusing on Vocational Education and
Investment Training (VET) as immediate solution to the skills shortage. Their ability to
Strategy workforce plan greater than 6-12 months is lacking.
o Small business find understanding and accessing VET funding difficult.
o RTO capability to meet local industry need is lacking.
• Key feedback from local businesses (Councillor relevance):
o Businesses setting the path for innovation expect more support from Local and
State government to promote their achievements, i.e. Linked Group Services -off
grid energy consumption).
o RTO capability to meet local industry need is lacking (scope offered and flexibility to
support business delivery needs). Consistent message of local business not
utilising CQU for these reasons.
16Organisational Services
Monthly Review > March 2019
4.2 Staf f Contingent
PREV.
STATUS OMC ECI DS CCS OS CW TOTAL
MTH.
Full Time 8 285 167 113 168 85 826 822
Part Time 0 5 5 36 40 0 86 82
Apprentice/Trainees 1 3 9 4 11 0 28 16
Temp 0 8 8 14 19 9 58 63
Casual 1 4 12 84 2 2 105 105
TOTAL EMPLOYED 10 305 201 251 240 96 1103 1088
Active Vacant 0 19 19 12 13 10 98 98
TOTAL 10 324 220 263 253 106 1201 1186
*Stats current as of 31st March 2019
Monthly Recruitment Statistics
140
120
100
80
60
40
20
0
Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Oct 18 Nov 18 Dec 18 Jan 19 Feb 19 Mar 19
Total Vacant Positions Positions Filled Departures
• Total vacant positions: 103
• Total number of positions filled in March: 35
17Organisational Services
Monthly Review > March 2019
Monthly Position Occupancy
140
120
122
100 110
105 103
98
80 91 8993 93
78 76 76
60 69 73
67 63
58
40
43 45 44 46
3936 39 39 36 36
20 28
16 19 16 14 14 14 17 24
0
July August September October November December January February March
Total Vacancies Advertised Vacancies Secondment Higher Duties
• As of 31 March, there were 73 positions across Council that were actively being recruited to either
through external or internal recruitment and selection processes. The total current vacant positions
are 103. Total vacant positions may differ from active vacancies due to positions on hold, higher
duties/secondments or requisitions yet to be received by Recruitment.
Turnover Rate
20.00%
15.00%
10.00%
5.00%
0.00%
Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19
Turnover Monthly
0.94% 1.90% 1.60% 1.61% 1.60% 1.23% 2.63% 1.15% 0.91%
(Headcount)
Turnover - Rolling Average
14.09% 15.42% 15.89% 16.57% 17.05% 16.76% 17.15% 17.18% 16.96%
(Headcount)
• 12 month moving average turnover was 16.96% as at 31 March 2019
• Monthly turnover 0.91% as at 31 March 2019
18Organisational Services
Monthly Review > March 2019
Separations
1
9
Resignations (incl left without notice) Contract Finished Retired Death / Invalidity Termination of Employment
• A total of 10 employees departed MRC in the month of March 2019.
5. FINANCIAL PERFORMANCE
5.1 Key Activities
Activity Program Timeframe Comments
Budgets & LTFF Finance The 2019/20 budget and long term financial
forecast processes are proceeding in accordance
with planned timelines.
Statutory Reporting Finance The monthly Strategic Financial Report for February
was presented to Council in March.
Valuations Asset Management Valuation inspection report received and currently
being reviewed.
19Organisational Services
Monthly Review > March 2019
5.2 Program Financial PositionOrganisational Services Monthly Review > March 2019
Organisational Services
Monthly Review > March 2019
6. BUSINESS IMPROVEMENT
6.1 Business Improvements
Description Program Comments
Enterprise Risk Consideration of operational risks and how these are managed across
G&S Council continues to progress. A review will be underway in coming
Management (ERM)
Review months. This review will take place in conjunction with a self-
assessment of the Enterprise Risk Management Framework utilising the
Queensland Audit Office tool.
Corporate Business Plans for 2019-2021 are now complete and include corporate
G&S priorities for Safety, Finance and People, supported by appropriate
Performance Planning
Project actions in each Action Plan.
The Management Team have now reviewed the draft Operational Plan
in preparation for presentation to SLPT in May and Council in June.
Following SLPT’s review of the draft Strategy Policy, a briefing to Council
is now scheduled for next month. Development of tools and processes
to support the implementation of this Policy will be considered in coming
months.
Safety Systems Loading of safety documents to The Hub from individual work areas
G&S continues.
Streamlining Project
Transitioning The Hub to Share Point online remains a work in progress
with IS.
Contractors’ safety With an adjustment to deliverables required by this initiative, a project
G&S management approach to consolidate the requirements is now being
performance
monitoring and prepared. This approach will clearly define the scope of this work,
reporting milestones and deliverables and resources required.
It is anticipated that the project management plan will be endorsed early
next month with execution to follow soon after.
Insurance Review We are still in negotiations to obtain premiums for general insurance
G&S policies in view to make a decision on which Insurance Broker Council
Project
proceeds with. We have been advised that we should have this
information by the end of April or early May.
Authorised Persons Corporate Governance identified a business improvement option in
G&S relation to the processing of Authorised Persons. A full review of the
Project
current process is being undertaken with improvements identified in the
authorised persons register and processing of applications. The project
is expected to be finalised by the end of the current year.
22Organisational Services
Monthly Review > March 2019
7. PROJECTS
7.1 Internal Projects
OPEX Projects
Project Program Comments
The Pilot has continued with positive results. System configuration has
Maintenance
AM commenced, and the training plan is being prepared. Data cleansing is
Management
threatening to delay implementation, and we are considering additional
System
resource to manage this risk.
7.2 Capital Projects
Project %
Project Phase Completio Comments
n
Paget Depot Workshop New shed structure complete. Electrical & internal
Construction 60%
Extension working in progress. Works start on the Northern &
Southern awning.
Renewable Energy – Wellington St & Paget Depot to be completed in April.
Installation 45%
Small Scale Solar
Sarina STP ground mount system installed awaiting
connection date. Mackay Sth STP to be completed in
April.
Sarina Wash bay Preparation works in progress & looking to start after
Construction 10%
Easter holiday period.
MECC PA System PA support frame installation part one complete. Part
Construction/ 20%
2 booked in for end of April. PA system will be available
Procurement
17th April ex-factory in Germany. Once available will
be airfreighted over.
Pioneer Pool Heat Contract awarded 1st week April. Heater delivery will
Procurement 15%
Pump be 3-4 weeks. Installation placed for 1st week June.
MECC – AC Units on order due end of April. Works booked in for
Procurement 15%
Refrigeration Lines mid-May.
23Organisational Services
Monthly Review > March 2019
\C
8. REGULATORY COMPLIANCE
8.1 Financial Compliance
Description Program Timeframe
Manage capital and operational budgets to achieve the benchmark Local Government Finance
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. Finance
Measure: Production of monthly strategic financial reports
Provide relevant and useful information to Council, stakeholders and clients. Finance
Measure: Number of high risk audit issues
8.2 Corporate Governance
Activity Program Comments
Corporate Governance 9 administrative action complaints were received and forwarded to the
Investigations G&S
relevant programs for investigation in March;
Corporate Governance did not undertake any PIN reviews in March
however 1 second stage review administrative action complaint was
received.
Policies New Policy’s Processed for March Existing Policies Reviewed and Processed for March
2019 2019
Council Policy 005 - Procurement Policy
Policies will be
presented to Council for
Adoption in March.
Administrative 011 - Alcohol and Other Drugs
Policies
Policies will be
presented to SLPT on
29th March for approval.
24Organisational Services
Monthly Review > March 2019
25Organisational Services
Monthly Review > March 2019
8.3 Internal Audit
Internal Audit Reviews Underway Status Comments
Water Charges Concessions for In Progress Fieldwork complete – report being drafted.
Concealed Leaks
Cyber Security – Follow Up Review In Progress This review is ongoing during 2018/19 in that a
periodic check is undertaken during the year to
monitor progress to address audit
recommendations. The last periodic review was
undertaken in March 2019.
Electronic Signatures Scoping Scoping stage has commenced.
Other Internal Audit Activity Comments
Audit Committee The next Audit Committee is scheduled for 11 April 2019.
Preparation of Internal Audit Plan for Work is progressing to assess and identify reviews for next year’s
2019/2020 plan. The draft 2019/20 Plan will be submitted for endorsement at the
Audit Committee 11 April 2019.
26Organisational Services
Monthly Review > March 2019
9. LAND & BUILDINGS
9.1 Building Maintenance
Description
Roof maintenance completed at Mirani Museum – gutters cleaned, screws tightened, flashing resealed.
Reseal of box gutter at Sarina Administration boardroom.
Replacement of 30 toilet roll holders to change out broken fixtures at MECC.
New element installed within Gordon White Library hot water system in male staff toilets.
Dual filter bank installed for feed to hose tap at Sarina Depot lunchroom (water bottle fill point).
Lockable ball valves installed to two external hose taps at Gordon White Library to prevent unauthorised
water usage.
Flashing resealed and screws tightened on Paget lunchroom roof to rectify issue from water leak.
Four hard wearing seats installed within grounds at Sarina Pool.
Repairs to Ness St Depot entry gate completed following damage. Gate was removed by contractor for
repair at their workshop, chopped in half, bolted back together, powder coated and re-installed within 24 hrs.
Installation of a new hand wash station was completed at Paget Depot Workshop.
Servicing and replacement of components to toilets at various facilities – Mirani boardroom, Greenmount
homestead resource centre, Entertainment Centre, Ness St Depot.
Water leak rectification works at Dudley Denny City Library have been completed, this involved removing the
ceiling in the 2 small meeting rooms and the large meeting room. New gyprock and painting have been
completed. This happened over the Christmas period and involved a range of different trades to attend to
rectify issues.
Slade Point hall ceiling has been replaced throughout the entire hall, this also included removal of faulty fluro
battens and replace with LED panels as well as replacement of fans.
Assistance with lighting up of Mackay Admin Building in purple lights to support The Lady Musgrave Trust.
27Organisational Services
Monthly Review > March 2019
Pipes added to two building at Bluewater Lagoon, to provide the ability for rain water to be collected within
large tank onsite.
28Organisational Services
Monthly Review > March 2019
9.2 Land & Tenure
Description
Available tenure for community organisations:
• Promotion of sharing facilities and grounds with likeminded organisations are always recommended in the
first instance.
• Vacant Land:
o Bovey Street, North Mackay
o Heaths Road, Glenella (low lying)
Rural land of various sizes, average of 20kms distance from Mackay city centre.
Encroachments:
Agreements currently being negotiated:
• Ocean Avenue, Slade Point
• Edmunds Avenue, Bucasia
• Grasstree Beach Road, Grasstree Beach (nearing completion)
• Investigation into new encroachment identified in North Mackay
Freehold properties currently listed for sale, as a result of the freehold land investigations:
• Lot 1 Vellas Road, Mirani - in negotiation
• Lot 3 Vellas Road, Mirani - in negotiation
• 1 Archibald Street, South Mackay - due to go to auction
The Dome
Management Agreement has now terminated, with the Commercial Lease & Property Officer commencing on
18 March 2019. Their priorities have been to sort out the new leases for Tenancies 9 & 10 as well as 6c.
Current Status:
Tenancies occupied – 2, 5, 6, 8, 11,12,13 and 14
Tenancies that have proposals by interested parties – 9, 10 & 6c
Tenancies vacant – 3, 4 and 7
Temporary agreement put in place for Tenancy 3
Council has received some minor interest in Tenancy 7
The Land & Road Use Committee agenda included the following requests for comments:
• 0 x road issues
• 7 x land issues
Property Matters
• Working with Assets in relation to land enquiries
• Native Title - assisting Legal Counsel with information required for a Claim
29Organisational Services
Monthly Review > March 2019
Lease Matters
• Property Services working together with Sport & Recreation Development Officer and Contracts regarding
the three properties that were advertised for lease
• Leasing Policy was approved by Council
• Tender was advertised for a grazing lease at Mt Gargett
• Lease negotiations continuing with sporting lease in South Mackay
• Telecommunication enquiries:
o No new enquiries, dealing with existing queries
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