facility · 1 meeting
Millmerran Customer Service Centre
Mentions
- Renovation is underway to prepare for relocation of the Millmerran Community Support Services team.
- Provides a public check on Council’s progress, service delivery and budget performance during the current financial year.
- Future reporting on Council customer service will rely on satisfaction and effort measures rather than residents’ likelihood of recommending Council.
- The initiatives may improve access to public transport for residents in Clifton, Goombungee, Highfields and surrounding areas, subject to procurement and service arrangements.
- The report indicates generally stable Council services, with some areas experiencing workload, staffing or resourcing pressures.
- Council services are generally continuing at existing levels within adopted budgets.
Decisions
2026/27 Operational Plan quarterly report
The committee recommended that Council note organisational performance to 30 September 2026 and adopt the recommended change to the 2026/27 Operational Plan.
Provides a public check on Council’s progress, service delivery and budget performance during the current financial year.
Customer-service performance measure
The report proposed removing the Customer Net Promoter Score measure because it is considered a poor fit for local government. Customer Satisfaction and Customer Effort Score measures will remain.
Future reporting on Council customer service will rely on satisfaction and effort measures rather than residents’ likelihood of recommending Council.
Topics
Public transport initiatives
Council is working with the Queensland Department of Transport and Main Roads and Translink on improved regional public transport. Additional Carnival of Flowers bus services were provided, while the Clifton bus trial and weekend Flexilink services linking Goombungee, Highfields and Clifton were released to market.
The initiatives may improve access to public transport for residents in Clifton, Goombungee, Highfields and surrounding areas, subject to procurement and service arrangements.
Service and budget performance
Most services were reported as operating at or near established levels and within adopted budgets. Fleet and Logistics expenditure was 6% under year-to-date budget, while Information, Communication and Technology resolved 92% of 7,348 tickets within agreed timeframes.
The report indicates generally stable Council services, with some areas experiencing workload, staffing or resourcing pressures.