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00:00:00 Councillor Lorentson: Okay, good afternoon everybody. Welcome to Services and Organisation Committee for Tuesday the 8th of February 2022. Speaker 8: Everyone in attendance? As you can see, we are conducting the meeting via Teams online. Second item is the confirmation minutes. Can I have one of the councillors confirm? Thank you, Councillor Stewart. Moved. Seconded, Councillor Wilkie. All in favour? Thank you, Councillor Onneson. All so received. There are no presentations or deputations as far as I'm aware, so we'll move on to item 5, reports for consideration of the committee. Before we do that, I'd like to acknowledge the traditional owners of the land upon which we meet, the Kabi Kabi or Kabi Kabi people, and pay respects to their Elders past, present and emerging. Item 1 on the agenda is the 2021 Delegations of Authority Annual Review.
00:01:00 Do we have any questions? Can I get my right hand raised to ask a question or to speak, folks? Speaker 7: Councillor Wilkie. Thank you, Mr Chairman. Do we have Alexandra here at the moment to give us a bit of an overview? Speaker 10: Hello. Yes, my name's Alex Norland. I'm the government doctor who has prepared the Delegations of Authority Annual Review report and will take you through a brief summary of the report. Thank you, Alexandra. No problem. As we are all aware, council employees are required to make numerous decisions every day in order to properly serve the community and keep council operating. In order to ensure this is able to be done efficiently and effectively, and equally to ensure that council can focus on strategic issues, the Local Government Act allows council, by resolution, to delegate powers of the local government under the LGA or another act to the CEO. Consequently to that, the LGA then allows the CEO to undelegate these powers to appropriately qualified employees or contractors of council, if necessary.
00:02:00 It is a requirement under the LGA that delegations from council to CEO be reviewed annually by council in order to ensure that the delegations align with any relevant legislation challenges, and new legislation acted during the previous year. As such, the governance branch commenced the 2021 Annual Delegations Review in November 2021, with the intention of identifying and creating any new delegations that may have arisen as a result of a new legislation introduced in the last 12 months, updating any existing delegations that require updating as a result of changes in legislation in the last 12 months, and finally, with the intention of reporting it to council to see if there are any changes. As you can see in the report, in this 2021 review, governance has identified and created four new delegation registers.
00:03:00 These registers were all created due to new legislation enacted in the previous year. We have updated seven existing delegation registers. These registers were all updated due to both typos picked up in legislation that have now been fixed, and with changes that have occurred in previous year. And finally, we have reviewed with no changes the remaining 36 existing delegation registers. And I can confirm that this stage of the review and this report is only in relation to council to CEO delegation. Thank you. Speaker 8: Thank you, Alexandra. Any questions, councillors? Councillor Stewart. Mayor Stewart: Thank you very much, Alexandra, for all of that information. Just the power of the delegation, are they all the same? Are they across the board the same as other councils? I know we've got, obviously, four new delegations. Is this in line with other councils? Are we different in some areas, same in others?
00:04:00 I'm just wondering where we stand in line with other councils. Speaker 10: Yeah, no problem. So the governance branch has made aware of any new or updated delegations every six months by a firm called King & Co Solicitors. So King & Co offers a service where they work through changes made to acts and regulations and then provide to all local governments with updates and delegates, updating delegations to the Twitter. So that is provided to all local governments that I'm aware of. It's a service that's available to all local governments and provided with the same updates and changes. It's then up to us as the governance branch to review those changes. So updates and determine in consultation with the relevant operational team, being the managers, whether operational updates are required and appropriate for us as new to the council. Mayor Stewart: Okay, thank you. No problem. I have a question. Speaker 8: As far as I'm aware, Alexandra, the options there are for council to decide if there are
00:05:00 any variations from that standard list. Is that correct? Speaker 10: Sorry, I'm going to repeat that question. Speaker 8: I said as far as I'm aware, it's what you're saying. What I'm saying is it's a fairly standard list that's consistent across all councils, but council have the authority or the power to alter any of those delegations if they so desire and not give the power to the CEO. Yes, that's correct. Speaker 10: Yes, exactly. Speaker 8: Are there any delegations in that category? Speaker 10: That have not been delegated from council to CEO? Speaker 8: Yes. Speaker 10: There is a number of delegations. There's a number of powers that have not been delegated from council to CEO. They are not allowed to be delegated from council to CEO. They have to remain with council. So those have not been considered in this report because ... Speaker 8: Not quite the question I asked. The question I asked is, are there any variations where council, in the past, has deferred from
00:06:00 the standard? Speaker 10: Yes. So there was actually an instance in this review where we did a consultation with Larry as the leader. Okay. And the director of that whole department decided that it wasn't appropriate for certain powers to go from council to CEO just because the powers were probably too broad and did not include the powers that councils used or needed to operate every day. So in consultation, we decided that they should remain with council. Yes. Speaker 9: If I may add, it's Diana here from the governance branch. Those powers, just to elaborate on that point. With Alex, those powers are linked to things that we normally don't do. And specifically, the particular schedule we considered was a transport, kind of like a corridor schedule where it would give powers to a CEO to do certain things around transport
00:07:00 corridors for our community. Something that is, as Larry pointed out, not appropriate for a CEO to decide on. And that would be something that would go up for discussion. And that would be something that would go up to council for consideration. Speaker 8: And the main reason for these delegations is to facilitate business operations or business operations. That's right. That administrative ease. That's right. Speaker 8: Council office, do you have your hand raised? Councillor Lorentson: Oh. Sorry. Diana. Sorry. So you've answered my question about who decides the reasonable use of delegated powers. So I'm understanding that that decision is made by the CEO. Is that correct? Speaker 9: Yeah. It's done in consultation with the directors, the managers, and the CEO. And really, it comes down to that efficiency of operation of council and assessing, you know, so you guys don't end up with every single administrative decision on your table
00:08:00 and that you can focus on the strategic matters at hand. Speaker 8: There's a level of practicality involved in facilitating that decision. Speaker 9: That's correct. Yeah. Diana. Speaker 8: Council office, raise your hand. Councillor Lorentson: So Diana. Sorry. Speaker 7: Go ahead, Amelia. Sorry. I've got more. Amelia, are you happy? Councillor Lorentson: Oh, yeah. I'm happy. Thank you, Diana. I've got no problem. Speaker 7: Yeah. I'm happy for you to finish. Councillor Lorentson: Okay. Oh, just in regard to planning decisions. Not all the decisions come to council, but their council officers are delegated to assess, manage, and decide on a range of development applications. When is a council officer not delegated authority to determine development approval? And is there opportunity for us to review that process?
00:09:00 Speaker 10: When it comes to the particular planning process, yes. We would have to consult with the operational area and get back to you on that one, just because it's specific to that operational area. Diana, do you have anything to add to that one? I agree. Yeah. Speaker 9: I think we'll take that question on notice, Amelia, because we would need to get more details from the planning area on that one. Councillor Lorentson: Thank you. Speaker 7: Sorry to interrupt, Amelia. Councillor Lorentson: I'll just have a break. Thank you. Speaker 7: Okay. Council Wilkie. Thank you. Thank you, Mr. Chairman. Probably a question for Diana. The Human Rights Delegation of Authority page. If you could just put me on this one. Submissions to the commissioner have opposed the first comment in a report. Does that mean CEO has power to make a submission to the Human Rights Commissioner about an adverse
00:10:00 comment in a council report? What does that actually mean? Speaker 9: Frank, I'll need to look into it in a bit more detail. I'll take that on notice. I believe, though, it is linked to a Human Rights Commission report, not a report of council. So it is linked to the Human Rights Commission court process. But I will take that on notice and will respond in full. Speaker 7: Thank you. Thank you. Thank you. Thank you. We have a point three under that box on that same page. I'm having trouble understanding what JID is saying. Could you tell me what point three means? In the event that the Chinese point three position has set out the schedule of this instrument or delegated position which is not then perfected in the instrument, then it goes on to section A and B.
00:11:00 What is it actually saying? Sorry, I don't know if anybody else had a lot of trouble understanding you there, Frank. Larry and Amelia, if you're talking while Frank's talking, we actually pick you up and that distorts the sound. Speaker 7: Should I read it again, Mr Chairman? Speaker 8: Just see if Diana or Alexandra... Speaker 9: Yeah, I think if you're asking, Frank, what does point three mean, conditions of delegation, that's the standard wording that comes out of King & Co and it really is linked to if a person, essentially leaves a position or leaves the organisation, that power then gets handed on to the new person that replaces that person in the position, if that makes sense. It does. Yeah. Because I'm like... Speaker 10: Sorry, I couldn't understand. It didn't come through to me. Yeah. Speaker 7: Right.
00:12:00 I have another question. Speaker 9: It's a transfer of power. Speaker 10: Yeah. Speaker 7: Yeah. What if the change of legislation now gives the CEO the power to destroy a flying fox region? Speaker 9: Sorry, I didn't get that, Frank. What are you...? Speaker 7: What legislation has changed within the last 12 months that now gives the government the powers to the government and the CEO to be able to destroy a flying fox region? Speaker 10: Are you referring to Attachment 1, Frank? Speaker 7: Yes. Under Delegation Authority, Nature Conservation Animals. Speaker 10: Yes. So that was the introduction of the Nature Conservation Regulation 2020. So that was introduced in that year. Speaker 7: Okay. Has it just been the last 12 months? It's been there for quite a while. Speaker 10: Yeah. It most likely would have... Well, it was introduced in 2020, which would have been the year of this review. Yeah. It may have been prior to,
00:13:00 like in that 12-month period. Yeah. Speaker 7: And that's an expression of your power, because Noosa Council's had taken a very cautious and preservation approach to flying fox routes. Given that they're listed as vulnerable, the federal EPBCA were reluctant to disperse them because they were creating more problems on that area. So it's a discretionary power, isn't it? Speaker 10: Sorry, I'm going to just repeat the last question. Sorry. You just keep cutting in and out. Speaker 7: Yeah. I asked if it was a discretionary power. Given Noosa Council's approach to managing flying fox routes, this is purely only discretionary power. Speaker 10: So... Well, this is... Yeah. Sorry. You go, Diana. Speaker 9: Sorry. I'm interrupting you. Frank, those powers are powers that can be used.
00:14:00 Yeah. I wouldn't necessarily call them discretionary. They will be enforced, which means that the CEO could do that if he wanted to. Speaker 7: That's what I mean by discretionary. He's not the flyer. No. But he can use it. He has discretion whether he can do that or not. Yeah. Speaker 9: Yeah, that's right. He has the ability if he chooses to. Speaker 7: They'd be guided by Noosa Council's policy and practice in regards to the management of flying foxes. Absolutely. Absolutely. Yeah. Speaker 8: I assume it would also relate to state and federal regulation on that frame. Diana, I'd like some more clarification around that point, because it was a point I wanted to bring up as well, as to how that delegation then relates to federal directives and the situation we find ourselves in with flying fox routes. Yeah. With regard to what we can and can't do in that regard, because my understanding is that
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00:15:00 under federal regulation, we're limited and restricted to what we can undertake with flying fox routes. So maybe the environment team might need to have a good look at that and give us a bit more advice on how that, or whether that affects the current position we have with regard to flying fox routes. Speaker 9: Yeah. We'll take it on notice, Joe. Thank you. Councillor Lorentson: Joe, I've got a question. Okay. Amelia, please. I'll go back to planning decisions. Diane, I know you're going to come back to me possibly with this answer, but I keep going back over some decisions that have been made over the last two years, and I'm just wondering whether, with the benefit of hindsight, or lessons learnt, whether it's grass tree development at sunrise, whether it's Stockwell. Is there an opportunity for us to do that? Is there an opportunity for councillors or council officers to provide some input or feedback
00:16:00 and ask the question, do they agree with the delegations? Do they think the powers are too extensive? Do the powers infringe on privacy concerns? Do the powers... Or should the decisions... Should they be immune from public scrutiny? I don't know how, but I'd like to... The answer is yes. The idea of workshopping some of those delegated powers, I don't know... I'll talk to you after this meeting, but I just get concerned that, as an elected representative, some decisions should actually be made by... At council level, not just with the council officers. It's... Talk about... I'll... Speaker 8: I'll... I'll... I'll... I'll... I'll... I'll... I'll... I'll... CEO, whilst he had delegation of certain powers in certain areas, was adamant that he would not undertake them and would always bring those issues to council.
00:17:00 So there is a level of discretion, as I understand it, of the CEO as to whether he undertakes these delegations of powers or he consults the council. Councillor Lorentson: Absolutely. Because there's just that risk of having too much power and, I don't know, just taking some major decisions away from council. So I'd like some thought and maybe a discussion afterwards, Di, around maybe workshopping that idea. My other question is, we've got new local laws. Have there been any new delegations of power relating to the local laws? Speaker 9: No, these powers are linked to state legislation that King & Co picks up. So the powers that are in a local law are separate and they're already in force through council resolution process.
00:18:00 Speaker 8: My question to you, Councillor Lonerston, would be, reading through the description of power delegated and the delegations there, are there any that concern you that the CEO and staff have power that doesn't require? An act of council? Councillor Lorentson: Yeah, planning decisions. Planning decisions made under the superseded Planning Act, extension of currency, currency, sunset court, lots of stuff, Jo. Yeah, I'd like to workshop and talk to the experts, our council officers, Kerry Coyle, and get some feedback from her. And ask her the question, would she like some decisions passed over to council? Speaker 8: Perhaps she'd like to put together a list of the areas of concern and for all those that are in it.
00:19:00 Councillor Lorentson: I'll do that, thank you, Jo. And my last question is, council resourced to meet the expectations and requirements for these changes to delegation? I know it's yourself and Alex who are doing a great job, but are you equipped manpower wise? Speaker 9: We primarily do the administration of the powers, as in we do this review process every year, we pick up the amendments, we coordinate with the teams, and then we go to council meeting for adoption, so that's fine. But the actual, if you're asking if the teams are equipped to enact the powers, is that what you're asking, Amelia? Councillor Lorentson: It just seems like a lot of work, Diana. And my question, I think, would be, do we have the powers? Because I just really want to understand, we've got opportunity during our budget deliberations this month, I'm trying to find some opportunity to help, and put forward maybe a request for resourcing, if that's what your department requires.
00:20:00 Speaker 9: Oh, thank you. Well, okay, well, we've gone through a governance review process that's separate, and we are picking up these kinds of issues. And obviously, the, our workload has to be done. It has to be considered, and all this, so basically, we are moving forward in making some changes in my area. Councillor Lorentson: Thank you. Speaker 9: Okay, council, do you have a question? Mayor Stewart: Thanks, thanks, Joe. Well, just a question on land regulation and the delegation around that. Can you just explain that a little further, Diana, please? Speaker 9: I might actually pass it to Alex, because I haven't got it open at the moment. Speaker 10: I'll just get the attachment up, it won't be one second.
00:21:00 Mayor Stewart: Is that in attachment one, Nicola? It is, yeah, it's on page 13 of the agenda. Yeah. Yeah. Speaker 8: Yeah. Yeah. Yeah. Yeah. Mayor Stewart: Land, land regulation. Just wanted some further information around that. And at what point would the CEO use that? Speaker 10: Sorry Claire, I'm just getting the attachment up. But if it's in relation to how the operational area would use that power, I would have to get that to you. It would be a matter of the operational area explaining further how they use that individual power in everyday operational. Yeah. Thank you. No problem. Yeah. Thank you. Appreciate that. Thanks. That's okay.
00:22:00 Speaker 8: Okay. Any further questions? Do I have a mover for the... I'll move it. Speaker 2: This was requested to be... Speaker 7: Council Morrison. That's me. Council Stewart seconding. Speaker 2: Yes. Speaker 7: Do you wish to speak to it? Speaker 2: Joe, sorry. This was requested by... Thank you. ...Council Stockwell to be referred to the General Committee. Speaker 8: Thank you. Yes, I had forgotten that. There was a request by Council Stockwell for this to be referred to General Committee. I had forgotten that. Thank you, Cathy. So that's the recommendation before us is for this to be referred to General Committee. I'll re-categorise that. Councillor Wilkie, move that. Can I have a seconder, please? Thank you. Thank you, Councillor Stewart. Does anybody have anything further to speak to this matter? Councillor Wilkie? I think it was Jim. Anyone else? There being no further discussion, the matter is all in favour. The matter is passed and will be referred to General Committee. Thank you.
00:23:00 Thank you. We'll move on to the next item, which is item two. And it is... Thank you. ...the CVRF grant application for Noosa Sports District Complex Stage 1. Now, I'll refer this to Kerry Pontini, who I believe has an update on this report. Speaker 2: Yes. Thank you, Councillor Jurisevic. So this report before you is in relation to the proposal to submit an application to Round 6 of the Building Better Regions. It is currently open and closes this Thursday. So in sort of 48 hours' time. As councillors will be aware, in 2020, we, Council, adopted a master plan for the Noosa
00:24:00 District Sports Complex. And the first important stage of that, it was to undertake civil works to realign the internal roadway and pathway. So the preliminary design work for that was initially undertaken, and some costing was done for that. The project then proceeded through to detailed design. And that detailed design has been completed. When we undertook the report and drafted the initial report, we were cognisant of the fact that there was a... There's a grant deadline, and we know that this grant will be... This submission will be quite strong in that grant bill, so we're keen to get that application in. But at that point, we did not have the full quantity surveying survey estimate for the project.
00:25:00 And so the initial report was written around the work that was done with the concept design. That quantity surveying, we're fortunate that it's actually come in today. And so we now have before you some additional information. And Cathy, would I be able to... I'm going to get you to put that on the screen, please. So the quantity surveyor has undertaken the cost estimate, and that's now based on the detailed design rather than the concept design. And it takes into account the significant heated construction market that has occurred, and particularly since those initial cost estimates were undertaken. So the project cost now is 4.15 million.
00:26:00 That includes a contingency, as well as price escalation on the materials, given that the project itself would not occur for another 12 to 18 months. The VBRF is a... The VBRF is a... The VBRF is a 50-50 funding program. So council would be required to contribute 1.725 million to the project. Council has already allocated 900,000 in the budget. And there is funding sitting in the 27, 28 budget. So the VBRF is a 50-50 funding project for car park works, which is half a million. Now, that's actually part of this project. So we would propose bringing that forward.
00:27:00 Mayor Stewart: Sorry, Kerry, just to clarify... Speaker 2: Mayor, there's a little bit of a delay there. So just hoping that you are hearing everything that I'm saying. Councillor Lorentson: Yes. Speaker 8: Yes. Thank you, Kerry. So just to clarify that, this would incorporate all of the proposed road and parking works for the up-road of the nursing district sports complex that were proposed between now and the 27, 28 capital works program. Speaker 8: So it would be all of the works proposed in the up-road. Speaker 2: I believe so. But I'll get Amanda to provide further detail on that. Amanda, are you able to fully answer that for councillor, please? Speaker 4: Yes, Jo. So it is for the link road to be attached from McKinnon Drive down through to... Yes. ...butler street and the road to go across the northern part of the rugby league fields to the west side of the rugby and touch fields. Yes.
00:28:00 Out of the scope is any road upgrades from tennis to McKinnon Drive. Speaker 8: So why would we leave that section out when the road works are proposed for the entire... Why would we try to incorporate all of the design and all of the... Yes. ...project road works and car park works in this proposal? Speaker 4: Because through the master plan, this was the highest priority because it currently presents a safety risk to rugby league touch and some softball usage. The concept and detailed design has not been completed for that northern section of the Speaker 8: road. That explains it then. Thank you. I do wonder why we haven't completed the whole lot, but I understand that it's been done in... It was proposed in stages, so... Okay. Okay. So when is that additional... When is that additional work likely to come before us for consideration for that remaining
00:29:00 road works? Speaker 2: Amanda, I don't believe we've actually commenced concept design for that separate road. Have we? No. No, that's correct. No. So the focus at the moment, Jo, has absolutely been on preparing a body of work that we think would have a reasonable standing within a grant funding round. And we think this package of works does. And that's why the focus has been on that, to get it to detail design so that it is considered shovel ready for this project. Speaker 8: I can see that, Kerry. Thank you. Any other questions, councillors? Councillor Stewart? Mayor Stewart: Oh, thank you. Thank you, Mr Chair. Look, this is... If we don't go with this, what are the risks if we don't make use of this potential funding,
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00:30:00 which we have a very good chance... We can't guarantee, but we have a very good chance of getting. What are the risks associated with this project? Speaker 2: Thank you. Pleasure. Yes, obviously, this is a funding round, which we see is highly advantageous to this project. It aligns well with the criteria for the project. We recognise that the timing is not good in terms of that the completion of our council meeting round is not until the following week. So if council did decide not to proceed, then we would pull the application. However, if we did not go ahead with the application, then council is going to either have to look for alternate funding sources in other funding rounds, or council is going to have
00:31:00 to fund it itself. And obviously, what we see is with many projects, if they're delayed too long, then the pricing increases. And in terms of the overall cost, it's going to be higher. So if we don't have a reasonable master plan, we would not be able to proceed with other elements of the master plan. This is the critical stage one. Mayor Stewart: Thanks, Kerry. Can I confirm two just some numbers that this is a precinct that there are 9 to 10,000 residents in 2 to 3K who benefit, and there's 3,000 club members who would benefit? They're correct numbers, aren't they, Amanda? Speaker 4: Yes, that's correct. The estimated just over 10,000 residents. So that's a lot of residents within a 2K radius of that site. So for walking and cycle connection, it's quite vital. Speaker 4: At last count, we're looking at an estimated 3,000 with 9 resident base clubs there. But that doesn't include things like Ultimate Disc, which is an emerging sport, potential
00:32:00 for pickleball, which might be coming onto the site within the next 12 months, and Oztank, which currently already use the fields. Speaker 4: And also events that utilise the field, Amanda? Yes. We've got at least three events that have occurred within the last 18 months, COVID pending, with attendances of up to 5,500 at each of those events. Speaker 2: I think also the point there is that some people ask the question about why it's called Noosa District Sports Complex, not, say, for example, Tewantin Sports Complex. This complex is the focal point for a number of events. There's a number of sport and recreation activities, not just for the immediate locality in and around Tewantin, but for the whole Shire. So this is why this particular master plan has been given the priority for us to pursue
00:33:00 funding, to be able to get that master plan underway and see the physical outcome of those works. Speaker 8: But Kerry, would it be correct to say this was also when it was established, the principal sporting? Yes. Absolutely. Yes, it is. Speaker 2: Absolutely. And while we certainly have seen development in other facilities, this still is what we would consider our key sports complex. Speaker 8: Certainly the largest we have. Councillor Stewart, another question? You're on mute. Mayor Stewart: Sorry. I was going to move it, but I know Councillor Lorentson has got some. Speaker 8: We might need more questions. Some more questions. Councillor Lorentson, do you have a hand up? Yes. Yes, please. Councillor Lorentson: Councillor. Just two questions in regards to the master plan. In regards to your native title, Kerry, have the rights and interests been determined on this site? I know when I read the master plan, there were pockets that were still waiting to be
00:34:00 resolved. Can you give me an update? Or put that on the address? Speaker 2: I can. Thank you, Amelia. I'll refer that to Amanda, as to get the absolute current status of the site. Thank you, Amanda. Speaker 4: So the current status of that, Amelia, is that there is a small parcel in the heavily vegetated east side of the complex, that adjoins Butler Street, that is subject to a native title claim. That is out of the scope of these works and projects. Councillor Lorentson: My other question, and it is a question, so I'm going to phrase it in a question, Amanda. And I apologise in advance to all the councillors and staff. It's a question that I'm going to continue asking in this space. Given it's the year of Dylan Alcott, I'm going to make it the year of inclusion and participation and accessibility. My question is, has access and inclusion been integrated into this planning and design?
00:35:00 Again, I've read the master plan, and I do note there is toilets, et cetera. So maybe rhetoric, but throw that at you, Amanda. Thank you. Thank you. Speaker 4: Thanks, Amanda. The interesting enough, the pathways that have been designed through this are to increase accessibility into this site. Currently most of the car parking is informal. There will be formal disabled parking installed within the scope of these works. Speaker 4: Also walking and cycle paths will be three metres wide, which creates a very accessible flow through the site. These are our two wide footpaths on site where we can get that in. There's one small pinch point where we've got to drop them back to 2.5. Wide footpaths, some hand rails on sections of there. But definitely, definitely access has been a consideration within the designing of this. Speaker 8: Amanda, would you be fair to say that this will facilitate disabled access where the
00:36:00 current site doesn't? Speaker 4: Yeah, we still have an issue obviously with buildings not quite being compliant because The first stage is to actually get the civil situation first. As far as these works go they will facilitate better disabled access? Yes, access for all. Council Wilkie? Second Council Stewart's motion is .. Okay, Council Boonie. Speaker 8: Second Council Stewart, second Council Wilkie. Council Stewart, you wish to talk to it? Mayor Stewart: Yeah, I just want to really, this is a great project, this is something that will be game 10,000 residents in 2-3K area and 3,000 club members. If we looked at the results of the liveability survey that came out last week, connectivity and cycle paths and walkways were so high on the list of priorities for our residents. Well, this project addresses all of that. It's all about liveability.
00:37:00 It's about accessibility, as we've just heard, and foremost, it's about safety. Safety, you know, making the play areas and the recreation areas and those footpaths and the connectivity safer for our residents, which is so important. And it's about opportunity. This is $2 million that we will potentially get from the federal government, and so this is something that we must act on and we must take advantage of for all the reasons mentioned. So I want to thank Amanda for her incredibly hard work on this. She's really driven this project, and I think it's a great one. I think it's something that we should all be doing. Councillors, anyone else? I'll add my two cents to it. This is the upgrade of this facility, the ageing facility, Speaker 8: is something I've been advocating for since before starting on council, and I'm delighted to see the opportunity here to finally get on it and make some great contributions. I've got my fingers crossed that we will be successful with this round,
00:38:00 so that we can get on with making the place a safer place and a more accessible locality, so that we can progress the other works that are desperately needed. I think it's going to take a lot of work in the complex to bring it up to the 21st century standard. I wholeheartedly support our endeavours here to try and find some federal funding to help us move this project forward for the future. Speaker 7: Councillor Wilkie. I'll just endorse the comments by Mayor Stewart and yourself, Mr Chairman, and wish the staff every success in our grant application. Councillor Lyristen, anything to add? Councillor Lorentson: No. No-brainer for me. I'm looking forward to the next grant opportunity so we can progress what's, to me, high priority, district sports conflicts. We talk about issues with youth, and this is a real opportunity for youth to get involved. We talk about mental illness and, again, opportunity for people to participate.
00:39:00 In all our facilities and services, I think that this has got Shire-wide benefit, not just the 10,000 within two kilometre radius. And again, year of Dylan Alcott, year of Council inclusion and participation. You'll get tired of me saying that. But thank you, Amanda. Thank you, Kerry and staff. Let's go for it. Speaker 8: Councillor Stewart, anything to close? Mayor Stewart: No, I think it's all been said. Yeah, fingers crossed for the funding. All in favour? Speaker 8: Cancel. The ayes have it. We'll move on to item three. Thank you, Amanda, Alison and Kerry. Item three, holiday parks, fees and charges. Robyn. Speaker 3: Yes. Good afternoon, councillors. Speaker 8: Would you like to give us a bit of an overview on the item before council debate?
00:40:00 Speaker 3: No problem. This report is seeking approval for Noosa Holiday Park for New South Wales and New South Wales. Fees and charges for the forward period from January 2023 to July 2023. Fees and charges are set for the holiday park into the future to allow for a rolling forward booking program of at least 12 months, which supports our operations and revenue generation program. The fees are for nightly tariffs, additional persons and use of equipment on the site, such as washing machines and dryers. The fees proposed are either nil or a $1 increase, and there aren't any additional or new fees and charges being submitted as part of this report. Thank you. Speaker 8: I have a question, Robyn. When were these fees and charges last increased? Speaker 3: In October. Speaker 8: So we've just had an increase in October, and we're increasing them again?
00:41:00 Speaker 3: Yes. So we work in six-month forward periods. This is for the first six months of the 2023 calendar year. The report put up in October was for the second half of 2022. It was a delayed report due to some operational matters on site, and we held back putting the fees and charges up while we resolved some of our site layout and configuration challenges. Speaker 8: Okay. Speaker 7: Any other questions, councillors? Councillor Wilkie? No. Thank you. Thank you, Mr Chair. Robyn, can you just give us an understanding of what you've based the increases on? Is it CP, predicted CPI increase, increases? And what are they, that's one question. And what other caravan park or holiday park facilities are you doing comparative pricing with to get these fees, please?
00:42:00 Sure. Speaker 3: So the increases of around a dollar for the nightly tariffs, unpowered and powered sites, generally fall in line with CPI. We're also dictated by needing to work in one dollar multiples, which is another consideration. In terms of the benchmarking that we do, I've benchmarked against a range of sites along the eastern seaboard stretching from Pottsville in northern New South Wales right up to Harvey Bay. Locally, we look more at the privately owned caravan parks within Noosa, so the Ingenia and the one along Moorindil Street. We look at the regional hinterland campgrounds, such as Covent Co and Kenilworth Homestead, to make sure that we're in line, and also coastal campgrounds, such as the ones at Tin Can Bay and Rainbow Beach. And I feel that gives us a good spread. Speaker 7: Thank you, Robyn. And for the benefit of those who may be listening, the references to full cost pricing in your
00:43:00 report refers to the principle that council holiday parks cannot undercut private sector competitors. Is that correct? Speaker 3: That's correct. So we need to consider competitive neutrality considerations during our pricing. Speaker 8: Thank you. As a caravaner, I can attest they're pretty close to some of the fees that we pay at other caravan parks. Robyn, with regard to electricity usage, we were putting in those charging heads and all the rest of it. I noticed electricity usage rate per kilowatt hour. Are they all operational? And I'm assuming it's only the Noosa River holiday park where they are in function? Speaker 3: The on-charging is not currently in place because we had some COVID holdups. The requirement, or what's required in order to on-charge a caravan, is that it needs a software program, which only certain individuals that are part of the powerhead organisation
00:44:00 are able to do. They live in Victoria, and I think their ages are approximately 60 and above, so they were not comfortable or able to travel to Queensland last year. They are scheduled to attend site later this month to install that software program, and then we will be looking at introducing the on-charging at a suitable period. Speaker 8: Hence, the electricity usage rate is on the list of charges, but hasn't been implemented as yet? Speaker 3: Correct. We need to create the allowance for us to act on that fee and charge at some point in the future. Speaker 8: Again, with the electricity usage being incorporated, is that still in keeping with the pricing in other caravan parks, with the nightly rate plus electricity usage? Speaker 3: Yes. It's based on our benchmarking, we believe it is. Councillor Lorentson: Okay.
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00:45:00 I have a question. Speaker 8: Like I said, I'll ask the question there. Can you provide some of that benchmarking to council, so we can see the comparative rates of other parks, particularly those that are charging for electricity? Speaker 7: Certainly. Speaker 8: Thank you. Councillor Lorentson, what's your question? Councillor Lorentson: Robyn, I look at these prices and fall over, given the current state of the caravan. Can you provide some of that benchmarking of our accommodation pricing? Just out of curiosity, do we collate any data? We're providing affordable accommodation options to residents and visitors. Do we actually know who's actually taking up these spaces? And would that data be of any use to Tourism Noosa? I know they would be, but it'd just be quite interesting to understand, you know, is it our residents? Is it those that can't afford paying $800 a night that are using?
00:46:00 Or is it the ones with, you know, $200,000 caravans that are using our holiday parks? I'd love to have a look at some data or demographics of our users, if that's available. Speaker 3: Sure. Just to speak to that broadly, our consumer base is filled with a range of demographics and generations. So, we have the older types of caravans. We have the older tourists, which are retired and would typically have an expensive caravan because they've been able to liquidate some assets to afford that, and their living expenses have changed. All the way through to families with children that might be camping within a tent and gazebo set up, or a camper trailer, or a caravan. And then the younger generation. So, you're looking at your 20s to 30s that don't have families as yet, but wish to explore. Okay. Thank you. Speaker 8: Sorry, Robin. Continue. Speaker 3: In terms of the affordability issue, we don't offer permanent sites, and we are quite strict
00:47:00 about the length of stay, the maximum length of stay, in order to protect the commerciality and intent of the campgrounds, to provide occupancy and visitation to a wide range of people. Speaker 8: Thank you. You were brilliant. The question I was going to run into was, what is the best way to get people to come in? That was actually the question that I was going to ask. Thank you. Councillor Stewart, you've got your hands raised. Mayor Stewart: Yeah. Thank you, Chair Robyn. Look, I know you're sort of across this, and this may be a point for the next item on the agenda, but you're covering both. But in regard to that statement about we don't provide permanent sort of rental there, is there, how much wiggle room would there be, if any, to potentially provide permanent accommodation for some of potentially our workers, Noosa Council workers or other workers
00:48:00 in our Shire? Is there that at all capacity to do that? Speaker 3: I appreciate the question, and I can appreciate that it's getting raised probably in a lot of areas within Australia at the moment, given the housing affordability issue. The challenge there is that the campgrounds have really been designed in a way that allows them to be designed and set up for the transient visitor. So the ins and outs. And it very much dictates the operational tempo of the campgrounds, and how we maintain our assets, our facilities, undertake cleaning. The permanency is something that we haven't stepped into, because it doesn't align with our current operational approach. We also have contracts in place that don't stipulate or allow for permanent or permanent residencies. There's also other considerations around permanency, and some parks in Australia do step into that space.
00:49:00 It's challenging to do a hybrid version. Mayor Stewart: Robyn? Speaker 3: Can I ask what... Speaker 8: If the main would be one example of that. As well as Bo and Billy, the private caravan and parks around all have an element of permanent resident capacity, as far as I'm aware. Yeah. Mayor Stewart: Robyn, do we have... What's the maximum stay, or what is considered permanent, under the rules and regulations currently? Speaker 3: I believe it's up to 90 days. Mayor Stewart: So three months. You could potentially have someone in there for three months, which would be allowed. Speaker 3: Yes. The broader consideration, though, is the marketing and revenue generation programs that we have in place. So if we have sites filled with up to 90-day stays, which is a very unusual limit, then
00:50:00 The next report that the average length of stay at Boring Point and Noosa North Shore, for example, is much less. If sites are taken up with permanent residency, then you remove the opportunity for our consumer base to access days there. And then that starts to disrupt our entire marketing and revenue generation program because you interrupt your word of mouth and your reviews and the experience at the campground. So it's quite a broad consideration and quite a few risks. The business models at the campgrounds have been built upon the transitory typical visitor space. Speaker 8: Yeah, Robin, none of these holiday parks currently have anything other than camping or caravan spaces. There are no demountable type motel offerings or anything along those lines. Are there? That's correct.
00:51:00 Speaker 10: Thank you. Speaker 8: Anything further, councillors? I'll move it. Thank you, Councillor Wilkie. Seconded, Councillor Stewart. Do you want to speak to a councillor, Wilkie? Speaker 7: Thank you for the report, Robin. The increases are extremely modest, about $1. And we are talking about increases coming into effect at the start of the next calendar year, that's 2023. They're very responsive. They're fair. They're comparative, taking into account fees and charges of comparative caravan parks up and down the eastern seaboard. And they'll continue to offer good value for money. So thank you for the report. Councillor Lorentson: Anybody else? Speaker 8: I'll add my two cents worth on there. Given that the last review was in October, I'm concerned that we're bringing price reviews in again so soon.
00:52:00 But I'm expecting there'll be a period of grace before we go down a price rise again in these areas. The prices are, in my experience, comparable with what you would pay elsewhere. But they're now getting to the point of getting closer and closer to motel rates than they are to caravan and camping experiences. So it may be getting priced out of the realms of some of the more, average families that are trying to use this accommodation to source holidays. So we need to be aware that we don't price families out of the mark. Anything further, Councillor Wilkie, to close? No, thank you, Mr Chairman. All right, all in favour? A aye, cannot. Unanimous, thank you. Thank you, Robyn. We'll move on to the next item, which is item four, Noosa Holiday Parks Update Report. Can I have an overview on the performance of the holiday parks, Robyn?
00:53:00 Speaker 3: Correct. Good afternoon, Councillors, again. This report is provided with an update on the performance of the Noosa holiday parks for the period from 1 July to 31 December 2021. The financial performance year-to-date is strong, with revenues exceeding expected year-to-date budget and expenses performing within year-to-date tolerances. Thank you. Our contracted managers are consistently providing a high level of operational activity and revenue generation in line with their contracts. The year-to-date occupancy levels at Noosa River are trending to the high pre-COVID levels, and we are seeing consistently growing occupancy levels at Boring Point and North Shore campgrounds, which is the result of marketing strong systems and the increasing popularity of these parks within the caravan and camping sector. OK.
00:54:00 Speaker 7: Robyn, you've almost understated the success of what's been achieved at Boring Point and North Shore in the last two years in comparison to Noosa River. Noosa River was always such a strong performer, but the occupancy figures suggest that Boring Point and North Shore have now overtaken Noosa River, the Mullipoint camping ground, with higher occupancy rates. So there really must have been some very effective and skilful marketing going on there. What else is going on that's achieved that astounding result? Speaker 3: Look, thank you for the question, and you're right, there has been a significant realisation of the uptick in occupancy rates in the last two years. There has been a significant realisation of the upside that was available at Boring Point and North Shore. I would put the realisation of that upside down largely to our contracted managers, who
00:55:00 are very skilful and experienced at providing marketing programs and revenue generation. In addition, there are structures around capturing bookings, so a lot of it really is down to capturing bookings. If someone can't take a phone call on site, they're not going to be able to take a phone call. That call is bounced to a guest centre. If it's not taken at the guest centre, it bounces to one of the other campgrounds that the managers operate. So right down to that basic level of capturing all queries and requests for booking is really critical, and our managers have strong systems in place to do that. We also have developed, we've always had a very good working relationship with the managers at Noosa River. And we've developed a good, strong relationship working with the managers at Boring Point and North Shore also. Speaker 7: Well then, just following on from that, it's having great marketing is one thing, but the
00:56:00 marketing is a promise of sorts, and it has to match what's delivered and what's experienced on the site. We've had two years of strong occupancy rates there. Do we have any indication of how many occupancy rates there are? That is, they've been attracted by enhanced marketing, they find that the experience matches or surpasses the marketing and it would be very good to understand whether what guests are experiencing there is sufficiently excellent for them to want to return. Speaker 3: Yeah, sure, it's a really valid question to understand. I guess that question is really around loyalty, you know, customer loyalty. Do they come once and then have an experience that makes them want to come again? The booking system that we have doesn't facilitate that level of reporting. We are working with our booking platform provider to understand if we can write reports around that that could maybe pick up surnames and some of the booking information so that we could get a handle on that.
00:57:00 Because it is a really valid point. Anecdotally, what we started to notice, particularly at North Shore this summer, was that guests would leave and want to rebook again for the following summer period before they left. That really ramped up at North Shore. Obviously, we have that program of annual repeat visitation quite embedded at Noosa River, but we're starting to see the other parks are experiencing that type of consumer inquiry as well. Speaker 8: Yeah, thank you, that was my understanding with Noosa River as well, Robyn, do we have any idea on what level of return or long term booking ahead of schedule and return booking we have for those holiday periods at Noosa River? Speaker 3: In terms of metrics and data measure, I don't have that with me.
00:58:00 No, that would be something we could work with the campground management to access. Speaker 8: Anecdotally, we understand, or I understand that there is a, a lot of people admit that they've left and the bookings are open for the following year or are already booking quite ahead in advance, a year in advance. Speaker 3: Correct, yes, that's a very embedded program at Noosa River, particularly also for the New South Wales and Victorian visitors who return each year. Speaker 8: The other thing, Robyn, I'd like to see here, whilst you've got the, and I like the graphs of occupancy, average stays and occupants, there's some interesting comparisons there, and I'm surprised that North Shore actually isn't a lot more, a lot further ahead than Boree Point from the figures we've had in the past, although it's starting to stretch there. Can I ask that I get the end of year figures for each of those three camps for those five years as well, please?
00:59:00 Just to see how they've performed over those five years? Councillor Lorentson: Sure, no problem. Speaker 8: Thank you. Any other questions, councillors? Councillor Lorentson: Robyn, I note that there were COVID safe control measures and other risk control measures implemented throughout the parks. Did any staff or guests actually contract COVID and how did that impact on park operations? If they did? Speaker 3: Yes, we did have cases both within our management companies and with guests. The guests that we knew of had already departed the campground once they, at the point that they tested positive. Throughout November and December, we worked on some response planning in order to make sure that any loss in staffing or any guest
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01:00:00 cases wouldn't impact on the operations. So what that meant was within the management companies, they looked at rostering structures where cleaning staff or ground staff or office staff didn't cross over too much so that if one person contracted COVID, it wouldn't trigger the close contact isolating requirements for the other staff. So it's just some operational and I guess you'd call it rostering smarts that were put into place there. For example, at Noosa River at one period, I approved a closure of the reception for a couple of hours each day while the short staffing was there and all inquiries were handled by mobile or emailed to the campground staff. That was a very temporary measure. So I guess the answer is that yes, we had cases. Operational disruption was very much minimised through planning and allowing a bit of flexibility.
01:01:00 When needed. Councillor Lorentson: Thank you, Robin. All right. Speaker 7: Any further questions? I'll move to you, Mr Chairman. Robin, how often are you in contact with these holiday park managers? Speaker 3: We would probably speak on average once a week. We have a, they're not long conversations. A lot of it is emails back and forth because council has a suite of activities and we're required that we have to undertake. So a lot of it is around notification of the activities that we're undertaking to fulfil our responsibilities. And then from a contractual space, there's a minimum number of managers meetings that need to happen each year and they're formalised and captured within minutes and an agenda. Speaker 7: Yeah. Well, because you're so intimately involved with these managers, you need to take some credit for the achievement. Well, so thank you for what you're doing.
01:02:00 Thank you, Frank. Speaker 8: There's no further questions. I'll move the recommendation. Councillor Lorentson: I'll second. I'll put my name on the page. Thank you. Speaker 8: I'll just reiterate those sentiments of Councillor Wilkie there. I think the performance is outstanding, just shows the popularity of council owned and operated facilities. For years, these were being closed down by councils and I've never seen, never heard of any of them being closed down by councils and I've never understood that, that mindset. And through COVID, of course, camping and caravanning become more popular than ever, with caravans very hard to attain and obviously, I mean, a form of vacation style that is appreciated and well undertaken by many as the figures show. The upgrades to the North Shore caravan, to the North Shore campground are being shown to be on the increase. So those upgraded facilities have obviously been a boon for the park and well accepted.
01:03:00 I appreciate the work that's put in and the managers of these complex is to make them appealing for those that visit and I hope many people continue to enjoy the parks for the future. Speaker 6: Anybody else? Speaker 8: Councillor Stewart. Mayor Stewart: I just want to reiterate Frank's thanks as well to Robyn. I think she does an absolutely tremendous job. I think she's a great person. And certainly has a finger on the pulse and is really all over all of this information and liaises so closely and consistently with all the managers. So thank you, Robyn. A large success of these parks no doubt has to do with all your hard work. I do think, I agree Jo, I think it's a very important service. It's accessible accommodation and affordable accommodation for a lot of people and that's incredibly important and it enables people to come and enjoy the Noosa experience without necessarily having to pay those very high prices. So it's a great thing for our community and our visitors and a lot of our community as
01:04:00 we've heard make use of these holiday parks as well for their holidays. So I think it's great that we have them and they're a real credit to our Shire. So and thanks again Robyn. Speaker 3: Thank you, Glen. Speaker 8: Anyone else? See nothing further? All in favour? I'll wait for it. Moved, accepted unanimously. Thank you, Robyn. Thank you, everyone. Speaker 7: Thank you, Robyn. Speaker 8: We move on to item five, the Capital Programme Delivery Status for the 31st of December 2021 and welcome, Kleena. Yeah, I've got this one, Jo. Craig. Craig. Hello, Craig. Good afternoon, everyone. Speaker 6: So just a brief sort of update on this report. It's the Capital Works Programme ESF the 31st of December. The total expenditure for the Capital Works Programme in the 21-22 financial year is $53.6 million. And this is inclusive carry forward from last year.
01:05:00 So as of the 31st of December, we were sitting at 27% expenditure and that's including $32 million in commitments at the time of writing this report. With another $5 million in commitments pending. So we're sitting at $14.6 million, or 27%, with $32 million in commitments with another $5 million pending. The project managers are delivering approximately $35 million worth of projects in various stages and they're over multiple years. The Road Resale Programme so far has expended $2.6 million of its $5.5 million and all roads, have been identified and programmed for completion this year. So the Road Resale Programme is under control. And Council has secured approximately $25 million in grants and of that is $17 million
01:06:00 in grant funding. And non-capital remains at $11.4 million. So Infrastructure Services are continuing to forward design. And we've got approximately 11.4 million in grants. Approximately 30 projects underway being designed both internally and externally. And internal designs are approximately $1.8 million and external designs are sitting at around $29 million. There are currently 26 multi-year projects and they're in various stages. So the current budget doesn't reflect BR2 and there will be a push out at BR2 of approximately $10 million with about $4 million coming back in. So this is more of a smoothing to adjust those multi-year projects. So it's about timing as some of the multi-year projects are delayed for various reasons. So BR2 will bring the budget down from $53 million to $48 million.
01:07:00 And currently we're looking at a good position with $15.8 million expanded and $33 million commitments. However, delivery will depend on bleed times, weather and COVID disruption. So we're seeing disruptions both internally and externally and that's both contractors and consultants. So at the moment there's reduced availability of labor equipment and we're seeing material costs and contract prices going up. Speaker 6: So it's quite a challenging environment and it's changing. So that's just a brief update on the report. Thank you Craig. Speaker 8: Any questions for Craig? Councillor Lorentson: Craig this is a question that I'm just probably asking if anyone's listening and the question I ask myself sometimes. How do we prioritize projects? Is it based on community need or is it based on the criteria set out in federal and state
01:08:00 funding? Speaker 6: So we're currently putting together next year's capital works program and we're also currently putting together the 10-year capital works program. And Tina's doing a fantastic job with Alex at the moment pulling together project briefs from all over the organization and then what they do is they assess those projects against criteria and there's criteria to do with funding, there's criteria to do with sustainability, there's criteria to do with community. So there's a whole range of criteria that are applied to those projects and then a scoring those projects are given a score and then they're evaluated and ranked based on the score. And obviously we have a certain amount of money that we need to spend from a sustainability asset, sustainability point of view. So there's a certain amount of the budget that's put aside for renewal and then there's
01:09:00 a certain amount of budget that's put aside for expansion and upgrade. Speaker 6: So it's based on that scoring and it's based on whether it's a renewal, expansion or upgrade. Did I answer that question okay councillor? Councillor Lorentson: Really well, thank you Craig. Speaker 7: Anyone else? Councillor Wilkie? Yeah Craig, just very interested to know how you're going with the Hinterland playground which is a very high profile project, multi-year project. The photographs in the agenda are very interesting and you've scheduled a March 2022 completion date which is looming. Could you just tell us about how the project is progressing? What has to happen before it's completed and how confident are you of it being completed
01:10:00 in March 2022? Would it be fair to say someone's put a rocket up Craig? Speaker 6: As Joe's alluding to, the rocket was delivered last week. It was the night that we had a big storm. So it's quite challenging to get the rocket in, but so my understanding councillor Wilkie is that all the structures are in place, most of the planning's in place. It's just really putting in those finer details like the netting or the play equipment and it's really the process it's just sort of securing it all, pulling it all together and then testing. So we've got a meeting up there next Tuesday and I'll know a lot better after that but I'm not hearing any delays or any concerns at this stage but there's obviously that commissioning and testing. So that's some water flows Craig? All that Joe and especially the play equipment
01:11:00 because we want the play equipment to be serviceable, functional and safe. So there'll be that commissioning period Frank and that's probably the Frank period that we can't control. But as far as the project's going, the project is going well Speaker 6: and then there'll be that sort of conditioning and handover and opening. Speaker 7: During the testing process Craig, does that mean you and your staff will be clambering over this play equipment, testing it out? We've got an inspection next Tuesday to have a look at it. Speaker 6: So yeah I'm not sure how much that'll be hands-on but I'm very keen to have a look at the playground. Does that include the toilets and everything Craig? That's my understanding Joe. I'll know better next Tuesday. Speaker 8: Tell us what time I'll be up there to have a play as well. Speaker 7: Lunchtime. No worries, I'll bring me lunch and plenty of softball for Joe on the ground.
01:12:00 Councillor Lorentson: Craig you mentioned the the day that the rocket was installed there was a storm. We have actually experienced some heavy recent rainfalls. Given that the playground is built over a floodplain, how did it go during that period? Speaker 6: Yeah I haven't had any concerns. I haven't had any feedback on any flooding or issues at this stage. So my understanding is it wasn't impacted. That's my understanding. Thank you. Anything further anyone? Councillor Lorentson: Can I have a mover? I'll move it. Speaker 8: Councillor Lorentson seconded Councillor Wilkie. You want to speak to it? Councillor Lorentson: No I don't. I think every time I read the Capital Works program I'm in all overwhelmed
01:13:00 just at how much you guys have got on and it's credit to our team and this council that we can actually achieve these. We're on time. We've got 53.6 million dollars worth of capital works and we're on target to you know completing all those works. So thank you Craig and team. Your work really does go noticed. We might not say it enough but thank you and I'm looking forward to all this work. This is real community stuff. This is stuff that our residents will benefit and yeah good spend of our rate money and thank you to the state and federal that come to the party as well. Thank you. Speaker 8: Craig McLean. Yes Claire. Mayor Stewart: Yeah I just want to thank Craig and all the team. This is 54 Linyon is our largest ever. It's
01:14:00 ambitious. It's exciting. It's bold and it's grassroots spending. It's going very fast. It's getting directly back into our community and I think that's a great thing. So there's a lot on. Take my hat off to the staff and if there's anything we as councillors can do to help you facilitate further resources, door is always open and I think that's something that you know we need to bear in mind going forward because there is so much on and people can only work at a certain capacity. So thank you to Craig and all the team. It's great. It's exciting. Can't wait to see what the next six to 12 months delivers. Anything to add Frank? Speaker 7: No only that we're making hay while the sun shines, making good use of unprecedented levels of grant funding from the state and the federal government which has swelled the capital works program of over 50 million dollars. The organisation will be working very very hard
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01:15:00 this year and into the next and hopefully, well we don't always know what the future holds, but be able to scale back a bit to levels that are less likely to cause you a heart attack, Craig. Although they are handling it very very well at the moment and I have to reiterate the comments made by Amelia and Clare that it is an impressive and ambitious program and you and your team are doing a great job handling it. Speaker 8: Great. Just to clarify that comment with over 50 million dollars, that's not the, that might be where we started. That's not what we're currently going to deliver at the end of the year is it though? Speaker 6: No. So with BR2 Joe, that's going to drop down to 48. Thank you. BR2. Thank you. Speaker 7: Because we're not going to deliver those projects. Speaker 8: Look, I'll just add my two cents word there. I think it's an aside to that. The last couple of years in particular have delivered an outstanding level of capital works in the most trying of circumstances under the most challenging of conditions, so it's a credit to our team and the funding available that we're able to progress and deliver projects like, and ones that I'm looking forward to seeing open this year, which are the Cooroy Playground, the
01:16:00 Community Hub in Peregian, and even Tamalands Road Bridge, one of my favourite lookouts to head up there. So I look forward to driving over that once it's been reopened. And so many other projects including, you know, works to repair lead slips in Sunrise and the like have been phenomenal work that the team has undertaken and is keeping on top of. I think it's a credit to our capacity to deliver in these challenging circumstances. And I think it's a credit to our capacity to deliver in these challenging circumstances. And I think it's a credit to our capacity to deliver and I just hope that we can continue to deliver these projects into the future without too much burnout from your crew there, Craig. But great job. Keep up the great work and I'm astounded at the quality and the performance of Council in these COVID times.
01:17:00 Speaker 6: Thank you Mayor Brown. I just want to acknowledge Tina for putting this report together and the whole team for all the hard work that she's done. Thank you Mayor and councillors. Thanks everyone. Speaker 8: You don't get all the credit, Craig. We do pass it on to everyone. Thank you, Tina. Councillor Lorentson: Thank you, Tina. Thank you. Speaker 8: All right. I forgot to move that. Clare, was that you who moved it? No. Amelia, have you got anything you want to close at all? Councillor Lorentson: No, all said. Thank you, Joe. Speaker 8: Okay. That case all in favour? The ayes have it covered unanimously. Thank you. Thank you, Craig. Item 6, Customer Service Operational Report. Jason.
01:18:00 Good afternoon all. How are you? Would you like to give us a bit of a summary of the Customer Service Operational Report for 2021? Speaker 5: Sure. Today I'd like to present the Operational Report for the Customer Service Branch for 2021. The report outlines for Council the various systems interaction channels utilised within the branch along with our service level targets and results. The report also discusses the challenges and achievements of the branch over the last calendar year. Noted within the report is data from our community satisfaction survey where future work will need to be taken to fully understand the results and to identify opportunities for improvement. Some of the key statistics for the branch noted include over 52,000 calls, 4,500 emails, 3,200 chats and almost 11,000 face-to-face interactions at the counter.
01:19:00 Thank you, Joe. Thank you. Are you sure? Speaker 7: I think the 4,500 is correct. I think I get that many a year. That's just to the Customer Service team, Frank. Speaker 5: Okay. Speaker 7: Questions, councillors? Councillor Lorentson: I have a question. Amelia? Hey, Jason. In regards to the KPIs, who sets them, how often are they changed and how do we know if in fact we're measuring the right things? Speaker 5: So the KPIs were put in place back when the council, Noosa Council came back into position. They were taken off some metrics used from Gympie and Sunshine Coast Council. That's our neighbours. I do review them regularly on a yearly basis. Speaker 5: As long as we are close enough to meeting those targets or exceeding them, we sort of feel that they're adequate for our needs.
01:20:00 And they were in consultation with the CEO when we initially put them up. Speaker 1: I would probably just like to add to Jason's comment on that, councillors. It's Deborah. Yes, you're here. When those KPIs were put in place, some of our systems weren't as developed as they are now. And what we have discovered as we brought in things like online chats and our customer request system has sort of improved as well, Speaker 2: we have noticed a slight impact on our service standards. Speaker 1: And that's mainly related to the additional sort of service or the level of service that is actually being provided by customer service. However, we are monitoring those. We are monitoring those KPIs. And they're very useful because what they also help us help identify is, you know, if we are having issues with our staffing, if we have a number of absences that might be in the shorter term, some of those KPIs will be pushed out.
01:21:00 And so we actually have found that they're quite good KPIs for us operationally. Thank you. Speaker 8: Thanks Deb. Jason, I've got a question with regard to the graphic on page 56, the top of page 56, the year on year comparison. I'm assuming those figures, inbound calls would be arrowed down 2145 is that it's 2145 less than last year. Emails are up 431 to 4500. Am I interpreting those figures correctly? You are indeed, John. Yes. Thank you. And the average speed to answer a call was 37 seconds. And calls answered the greatest service within 60 seconds and very few calls abandoned and first call resolutions at a very high level of 62%. I'm impressed.
01:22:00 You've obviously got some very knowledgeable staff sitting in that call centre now or on the phones and able to deal with those matters firsthand. Thank you. Speaker 5: Indeed, Joanne. It also comes down to the knowledge management system that we're utilising as well. That is a great database. It certainly helps the agents to be able to answer calls in that timely manner. Speaker 8: From yourself, where do you see the areas for improvement? What can we do better as a council in responding to our customers? Speaker 5: Well, overall, I feel that our online chat system is an area that our branch probably needs to just continue to do some work on. Our average handle time is quite a challenge in that area. The chats are quite a long and lengthy interaction with customers. Overall, for the community, our responsiveness to their requests is certainly improving,
01:23:00 but it is definitely an area that, all in all, I feel we possibly, as a council, can make an improvement. Speaker 8: Thank you. Thank you. Councillor, is there anyone else with a question? Councillor Stewart? Mayor Stewart: Just following on from Jo's question, how can we improve, I guess my question is, how can we, as councillors, help you? How can we help that area improve from a councillor point of view? Speaker 5: I think you guys obviously support customer service in a great way already, and definitely the link that you've provided to us is there. I think it's important that we provide the community to us in the appropriate manners. I think promoting those online services that we have is a great opportunity, especially giving the community the option to be able to log requests 24 hours a day so that they can be captured in a timely manner would be good, and just continue to bridge that gap and share that information between ourselves and the community.
01:24:00 Speaker 7: Thank you. Speaker 5: Amelia? Councillor Lorentson: Yes. Jason, I'm feeling guilty with the amount of emails that you guys, I think I contribute to that. I'm looking at all the data. I'm looking at the data, so 52,056 inbound calls, 4,527 emails, 3,202 on and on and on. When I read those numbers, my head asks questions, are all these calls and emails, are they indicating that there may be issues? Yes, there are issues in our website content, our fact sheets, our communication strategies. So rather, I'm wondering whether there is a link or whether we actually look at the correlation between increase in emails and inbound calls and link that with our website. When was the last time our website was upgraded?
01:25:00 Are our fact sheets, our information sheets, our building, planning and building fact sheets, do they need to be simplified or maybe more detailed to reduce the amount of queries that we have? Because I'm guessing that planning and building must get a lot of questions asked about planning and information. So back to my question, do you think that all these numbers might have some relationship to our communication strategies? Yes. And is that an opportunity for improvement? Speaker 5: Yes. I believe that there is certainly a correlation between what is published online and the number of calls and the interactions that we do receive. Take into account, though, that our demographic does tend to prefer to call council to seek information and source knowledge from us.
01:26:00 It is their current preferred method as per the satisfaction criteria. Speaker 5: We do have a customer service liaison officer and her role is to keep our knowledge system updated. But she is also working with Ken and the community engagement team to monitor and update our website. And that's been a project that she's been doing in between everything else that she does for the last six months. So the information that we're starting to see on the website is certainly improving and does help to try and negate some of those calls. But I just, over the last seven years, I've always thought that the number of phone calls would certainly decrease. Speaker 7: It just doesn't happen. And I think it's just our demographic that we've got. Speaker 8: But Jason, I see there's, no offence, but I see there's a bit of an odd comment when you've got no, I mean, what is the website interaction? How much interaction are we, they're not, those figures aren't here, Deb.
01:27:00 Is there, have we got any, my understanding is from the websites and some of those other online forums like Stamps In Solve and those other methodologies are on the increase, that we do get more interaction through those other methodologies as well. Speaker 7: Yeah. Speaker 8: Sorry, Deb. Sorry, Jase. Speaker 1: It's all right, Jason. I'll let you respond and then I'll add to the, and then I'll address it too. Speaker 5: So we've seen about 12.1% and it's actually noted within the report of all online requests. 12.1% of our requests received for council came via our online portal over the last few years. I would say that that's pretty static. It's ranged between the 10 to 13%. So while that, and I think that increase from 10% of the time, I don't think it's going to last year to 12% this year is mainly due to the improvements around the online request
01:28:00 system that recently changed with our system improvement, certainly more user friendly and customer friendly. And as a result, we're certainly seeing an increase in that. Speaker 5: But yeah, that's the, it's quite a static number for our online services. Speaker 8: I guess what I'm saying from there, Jason, was not, not the ones that are utilizing the online services, but the ones that are actually getting the information they need. Without them having to guide you to, is there anyone, as this workflow experience that don't need to go through that, someone may be reading the information online and going up I pay me to leave and do it. Speaker 1: Well, in, in response to that council, we can, we can. I look at visitations to various pages. So, so that's something that we can do without website. The other thing that I'd say is in our community satisfaction survey that was undertaken last
01:29:00 We can monitor hits, so to speak, on a number of our pages. I can't say that we can say, you know, how long and go to further details, but we can do some of that reporting. And occasionally we do do it, but that's not to say that we can't do more of it. So we can look at our most popular pages and we can get an idea of hits. So if there's an area that needs to be improved, then maybe that will help inform us in that regard. Speaker 4: So it's something I'll discuss with our community engagement manager. Speaker 1: It is the use of the website doesn't really fall in under customer service. However, it's very important and it does relate. And Jason and Ken work very closely together. But I'll have a chat to our community engagement manager about that, how we say that we might be able to look a bit deeper and just see what the utilisation of the websites and the hits are like.
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01:30:00 That's what I was relating to. Speaker 8: The two interrelate to each other, but the figures aren't that necessary. Sorry, Amelia, you had more? Councillor Lorentson: Just something for just consideration, Deb. And maybe we have this. I'm on the website and I can't find it. Do we actually have a complaint handling guide on the website where I'm looking at it at the moment going, maybe it can be that simple that we've actually got. An opportunity on the website that if you've got a complaint and you want to process something, this is what you do. And that's may stop hundreds of these calls and emails to customer service. Have we developed? So my question is, have we developed a complaint handling guide? Speaker 1: We have general complaints, procedures and policy, which is,
01:31:00 I think it's located on the governance website pages, if it was, if you're referring to complaints around utilisation or access or information available on the website, that's something we haven't done. So that would be something we'd have to consider to seek feedback on for improvement. And, and one of the things going forward is Jason identified it a little bit earlier in his discussion was that we have identified that we need to dig a bit deeper and to look, at areas where we can improve. So that's something we might be able to incorporate there, provided I've interpreted your question correctly, Councillor Lorentson. Councillor Lorentson: No Deb, but, but that's okay. Love the information you just gave me, I always enjoy listening to you. My question was more in terms of customer service, like even just a diagram where you've got a complaint, it's about planning, go to planning website.
01:32:00 There are fact sheets. If it's in regards to local laws, just simple, really simple fact sheets. So again, if you can't get to customer service and then part of, you know, if you pick up the phone, part of the, the message is have you tried our customer service complaints handling guide on our website? I'm just, yeah, I just think sometimes people don't know how to access the information on the website. So that's where I was going with the complaint handling. It's more in regards, not administrative action complaints, more in regards to customer requests, not necessarily complaints, just customer inquiries. Speaker 1: Thank you. Thank you for clarifying that. I'm sorry. I went off on a bit of a tangent there, but look, it's definitely something we can look at. We do on our, when people use our website, we do rely on our search function a lot.
01:33:00 And that then. It brings up relevant, um, information and, and things, but it's definitely something that we can look at. Speaker 7: Frank, you had something to add? Oh, thank you, Joe. Um, just going back to the inbound calls, I noticed you've, you've only got nine equivalent, nine full-time staff managing that volume of calls, which is at 52,000 a year works out 52 weeks in a year, but they work 52 weeks in a year. That's over a thousand calls. A week. And, um, the feedback I get from people, regardless of how they're, um, whether how their issue was resolved was that the staff that they spoke on the phone were unfailingly polite, so helpful, lovely people. So that's a credit to your staff. And I noticed that one of the, in the report, one of the challenges that you, your customer service team faces, Deb and Jason, is that because they do have these great personal skills, that they're often, uh, seconded out or successful in their applications to clerk as administrative assistants in other departments, so you've, you're continually training this pool of, uh, hot new staff, and I noticed that one of the, in the report, one of the challenges that you, your customer service team faces, Deb and Jason, is that because they do have these great personal skills, that
01:34:00 they're usually a highly skilled customer service talent, uh, which must be a great challenge your company. Can you just a like action that accurately thanks Frank? Speaker 5: Yes, you have, it certainly is one of our, our pain points, but also our glory stories. And then we are able to successfully, uh, you know, recruit to such great talent and then obviously have them move around the organization and, uh, in Getting soon to the council organization. That, uh, customer service, uh, You know style of employee that we are very proud of. It is definitely a challenge and we do find that our training, while we're continuously trying to improve it, is an ongoing thing that we continuously put through and our customer service team leader does a magnificent job in looking after the training and the development of new staff and she's a credit to the team.
01:35:00 Speaker 8: Jason, I'll follow that comment from Frank. I think you're a victim of your own success. I think the reason that people don't go to the websites is because they're sick of everybody automating stuff, putting everything on the web and expecting people to find it for themselves. Having a friendly human voice at the end of the phone or someone that actually responds to a front counter interaction or an email is a refreshing thing in this day and age. And I think people actually look forward to dealing with the human as opposed to dealing with the computer. Speaker 5: Thank you, Joe. Yes, I do agree with that. Speaker 7: Anything further? Any further comments or questions?
01:36:00 If I could continue what I was saying before, Mr Chairman. I noticed on the customer request, the top ten requests, the top ten is waste services and 5,296 requests. Can you just tell us a little bit about that? Just give us some idea of what the main requests and waste services are, Jason, and whether or not there's anything we can do in consultation with our waste services team to improve the service in that regard so we're not getting so many requests. What are the principal requests you're receiving in regard to waste services? I'd be able to pick that up. Sure, Councillor. Speaker 5: The main one for waste services would have been damaged or repaired. Yes. Or replacement to a bin. A lot of those calls last year we found were repeat callers because there was supply issues from the clean away services in being able to have bins on site to be able to deliver in the time frames expected.
01:37:00 And that resulted in numerous follow up calls from customers chasing their replacements to damages. Okay. Were missed services a frequent call? Missed services is high, but it's probably not as high as damage. Speaker 8: Okay. Definitely not as high as damage. Yep. Nothing further? I'll move the staff recommendation. Can I have a seconder? Thank you, Frank. I think all that's being said there, I think, are very comprehensive and I think they're a very comprehensive report, Jason. Thank you. And it just shows the great work that staff are doing and the amount of work that staff are undertaking in dealing with requests and calls into the council chambers. So thank you and thank all of your staff for the work you undertake on council behalf.
01:38:00 Speaker 6: Tom Lincoln here in the background had my hand up. Hey, I just want to say thanks again to Jason. It's such a pleasure to come in and see his bright face in the morning and the whole team. And yeah, keep up the good work. Thank you, councillor. Speaker 8: Sorry. Any of the councillors that are in this meeting would like to mention something? Speaker 7: Just a question. Jason, in terms of the upcoming budget and debt, are there any initiatives that you want to flag regarding resourcing for customer services that would help you improve your business? Speaker 1: Jason, would you like to talk to that? We do have some initiatives that we're putting forward. So I'll let Jason expand on those. Yeah. Speaker 5: So I'm putting up for an increase to our customer service liaison officer, who's currently
01:39:00 a part-time position, to make that a full-time position to be able to maintain our knowledge space system full-time, every day of the week, rather than half a week. And also putting up a request for an addition to our customer service liaison officer, an additional full-time customer service officer, to help try and achieve our service level metrics. Thank you. Speaker 8: Councillor Finzel, I notice you've got your hand raised. Speaker 2: Yes. I'd just like to thank staff for the report and take this opportunity to reiterate what everyone said. And our frontline workers on customer service do a great job, especially managing conflict resolution. And I do hear regularly in the community how people are happy with the service when they've got it. And I think it's important that they call council. So thank you, everyone. Councillor Stewart. Mayor Stewart: Oh, yeah. Thank you, Mr. Chair. And I just wanted to reiterate what everyone said. There is a huge amount of work. I mean, 52,000 calls. Phenomenal.
01:40:00 And the response rate, the interactions. And I think that you're right that when you said that people do want that face-to-face. We are an ageing community, an ageing population. So many of our residents don't know how to use the internet. My mother certainly doesn't. Don't know how to use the internet or don't want to interact that way. So that picking up the phone and making a call and that face-to-face still means a lot to a lot of our residents. So it's such that, Jason, you guys are the absolute full front-facing of our area. And I just want to thank you for all your hard work. And certainly those budget initiatives are well worth, you know, engaging in and really strong discussions among councillors because they're so important. You're the first point of call that people see and judge us on. So thank you for all your hard work. Councillor Lorentson: Jason, I'd like to... Can you move? Yeah. Jason, I'd just like to add that one of the joys of my job is going downstairs and
01:41:00 seeing the lovely smiles on the ladies' faces. I don't think I've ever seen them without a smile on their face. So just to make the point that absolutely we need frontline people. That never gets removed. But not all of our population are elderly. There's a lot that aren't elderly, that are time poor, that know how to get their way around a website and computers. So I think that, you know... I think that the balance of both provides the best customer service. I hope that your staff, Jason, feel supported by councillors and also by staff. And I, for one, will be helping push, you know, your initiative to get some extra help. You guys are our frontline. And, you know, I think as a council, we just need to really understand that every customer experience is an opportunity for us to move forward.
01:42:00 We need to improve our services. So thank you, Jason, you and your team. And I've met them and I know how great they are. So it does not come as a surprise when they do get moved to other departments. So thank you. Speaker 8: Thank you. Okay. All in favour? Thank you, councillors. Carried unanimously. Thank you, Jason. Thank you, Deb. There have been no confidential sessions. That brings our meeting to a close. And as the sun sets behind me at Mount Tingbiwa, I'd like to...