Home' Moorabool Matters : Moorabool Matters August 2009 Contents 04 MOORABOOL MATTERS - COMMUNITY NEWSLETTER AUGUST 2009
COMMUNITY SATISFACTION SURVEY
OUR HARD WORK IS BEGINNING
TO PAY OFF
Moorabool Shire Council has been working hard to lift its
performance in many areas, and according to the results of this
year's annual Local Government Community Satisfaction Sur vey
our work is being noticed.
While there is still more to be done across the board, the sur vey
showed the Council's approval rating had increased in a number
of key areas of operation.
Moorabool Shire residents were especially happy with the level
of Customer Contact, with Moorabool Shire Council now
ranked as the leading Council with respect to Customer Contact
for councils of a similar size .
Carried out by telephone inter views in February and March, the
sur vey, which is a joint initiative between the State Government
and Local Government, questioned the community about their
satisfaction with governments and ser vice deliver y.
The four major criteria were overall performance, advocacy,
customer contact and community engagement.
The highlight for Council this year was the significant increase to
the score in relation to Customer Contact. This was par ticularly
pleasing, as over the past 18 months, Council has made a
concerted effor t to improve the level of Customer Ser vice.
Council monitors its responsiveness on a regular basis and
applies a strict set of standards. Council also realises that there
is still room for improvement and will continue to address this at
an organisational level.
The two other areas where significant improvement was recorded
were in the areas of Health and Human Ser vices andTown Planning
Policy and Approvals. The Human Ser vices area has always been a
very strong area for Council so it was satisfying to fur ther increase.
Town Planning Policy and Approvals on the other hand had been
scoring at a low level over the past few years so it was good to see
the increased score reflect some of the positive changes that had
occurred in the area with respect to resources and implementing
improved procedures such as an on-line ser vice.
Council considers the sur vey an impor tant document because
not only does it provide a measurement on how we are
travelling but it also provides impor tant feedback in terms of
areas where improvement is needed.
The following information clarifies the main areas for improvement,
with an explanation as to how Council will address the issues.
Don't represent the interests of the community (36%)
Council will continue to advocate on behalf of the community to
both State and Federal Government for improved ser vices.
Advocacy in relation to water and sewerage supply, road funding
and telecommunications improvements are all highlighted in the
Council Plan for 2009/10.
Don't consult sufficiently/effectively/with entire community (43%)
The Moorabool Communities in Action Framework has been
designed to engage with the community and in par ticularly the
smaller communities. Council is committed to open and frank
discussions with the community and is currently reviewing the
program to ensure it provides the best ser vice.
Local Roads and Footpaths
More frequent/better re-surfacing of roads (39%)
The community response regarding roads primarily reflects
dissatisfaction with the number of unsealed roads within the road
network. Council's ability to upgrade unsealed roads to a higher
standard is significantly impacted by its 'renewal gap' and the
demands of preser ving existing roads.
Health & Human Services
More resources/longer hours for Maternal & Child Health Facilities (30%)
Council will continue to offer a high quality Maternal and Child
Health Ser vice . This ser vice relies on State Government funding
and Council would consider expanding the ser vice if there was
available funding and a community need.
Appearance in Public Areas
Better maintenance of parks and gardens (32%)
Council maintains its Parks and Gardens according to maintenance
schedules. Improvements in these areas is difficult given the
current water restrictions.
Traffic Management & Parking Facilities
More parking facilities adjacent to shopping and business centres (39%)
There are adequate parking facilities adjacent to shopping and
business centres. Council will monitor the use of the parking
places and increase the number of patrols of the central business
district of both Ballan and Bacchus Marsh as issues arise.
Enforcement of Local Laws
Greater enforcement of animal Local Laws (31%)
Changes to work flows in the Compliance area has led to
improved ser vice deliver y. Repor ted incidences of non-compliance
to Animal Local Laws are all investigated and enforced where
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