Community Relations Best Value Review Approved By CouncilBass Coast Shire Council last night considered the recommendations of the community relations best value review By Carol McCormack - 3rd February 2003 - Back to News Bass Coast Shire Council last night considered the recommendations of the community relations best value review. Council adopted the report’s reccommendations, which aim to improve Council’s customer service, communications and consultation.
Some of the recommendations included customer service training for all Councillors and Council staff, increasing the frequency of community newsletters, regular advertising in local papers, the appointment of a customer request officer and regular meetings between Council directors and the editors of local papers. These reccommendations are included in the best value final report, which is available on Council’s website at www.basscoast.vic.gov.au.
Community consultation during the review included workshops with representatives from community groups, staff and councillors, meetings with the editors of local papers and a survey of more than 370 ratepayers.
"The consultation showed that we have good solid community relations, but there are some areas that we can improve and other areas that the community would like us to build on," said Cr John Gains, Mayor of Bass Coast Shire Council. "This consultation has really directed the actions outlined in the report, and every single one of these actions is achievable and will improve our community relations."
Cr Gains said that one of the main areas of community relations that the consultation showed needed improving was reporting back to the community. This included everything from reporting back when requests for maintenance were made and completed, to the results of Council meetings, and advocacy that Council undertook on behalf of the community.
"Reporting back is something we have been working on due to feedback from the community over the past year, and we will continue to work on improving our response," said Cr Gains."
Cr Gains said that the consultation, particularly the survey, showed some pleasing results for Council in regard to communication initiatives Council has implemented over the past two years.
"For example, Coastell our community newsletter is the most popular way that respondents receive information about Council," said Cr Gains. "The consultation also showed that residents would like to receive information via email, so shortly people will be able to subscribe to an email newsletter."
A majority of residents said that Council performed excellently (22%) or adequately (45%) when they last contacted the organisation.
More than three-quarters (77%) of respondents said that the person they dealt with at Council had a pleasant and professional attitude. Most respondents said that the answer to their query was clearly explained (72%).
Council has already started to implement some of the actions in the community relations best value review. Others will begin shortly. Some will need to be resourced from the 2003-2004 budget so will not start until the new financial year.
Under State Government legislation, which was introduced in 1999, all 78 Victorian councils must complete a review of all their services by 2005. When conducting best value reviews of their services, councils must adhere to best value principles set by the State Government. These principles include quality and cost standards, the provision of responsible and accessible services, continuous improvement, and consultation and reporting back to the community.
Each best value review looks at the service Council is currently providing, asks for feedback from the community, assesses their expectations and the resources Council has and then sets goals for how the service can be improved. This method of review and setting goals means that Council is continually trying to improve the services it provides to the Bass Coast community.
The community relations best value review was conducted by the CEO, Communications Coordinator, Customer Service Team Leader, a Customer Service Officer and the Executive Support Officer. An independent facilitator was used to conduct the workshops and meetings with the local editors. This allowed all participants to express their opinions and ideas in a neutral environment. Journalists who would like a copy of the report, including the results of the survey, are encouraged to contact Carol McCormack, Communications Coordinator, on the numbers listed below. Members of the public who would like a copy of the report can contact Council on 5671 2211 or 5951 3311, or download a copy of the report from Council’s website at www.basscoast.vic.gov.au
Source: www.gippsland.com Published by: news@gippsland.com
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