2014-15
2015-16
Finance and Business Strategy
91%
94%
General Manager Finance & Business Strategy
100%
81%
Corporate Services
94%
93%
Customer Service
86%
91%
Financial Services
100%
97%
Information Communication & Technology
90%
87%
People & Organisational Development
73%
91%
Service Improvement
N/A
100%
Stakeholder Engagement & Communications
97%
96%
The Finance and Business Strategy group is the corporate
section of Council, responsible for the areas of Strategic
Organisational Improvement, Financial Services and
Corporate Services including People and Organisational
Development, Customer Service, Information,
Communications and Technology and Stakeholder
Engagement and Communication.
The Financial Services branch supports the following
functions across Council:
• Accounts Receivable
• Accounts Payable
• Payroll
• Financial Reporting
• Budgeting
• Procurement.
The Corporate Processes and Systems (CPS)
Program successfully delivered an on time, on budget
transformational implementation of Enterprise Resource
Planning (ERP) application, TechnologyOne. This has
provided Council with the mechanism to capture and
manage its many data sources into a single, transparent
and auditable system. With collaboration and teamwork
as the key to success, the introduction of TechnologyOne
has transformed the way we work and deliver services
to our Community.
66
CHAPTER 3 Our organisation
STATUS
With the success of the CPS Program and commitment
made to increase internal capabilities, Council
established the Service Improvement Branch. This branch
continues to partner with the business to deliver agreed
initiatives and support business operations to sustainably
improve service delivery, aligning with corporate goals.
The Customer Service branch has implemented an
organisation-wide commitment to our customers in the
form of a Customer Promise. Our customers are our
priority in the business of local government and we are
committed to providing excellence in customer service.
We will:
• Provide prompt and convenient access to our services
• Provide clear, accurate, consistent and complete
information that is easy to understand
• Listen to you and fully discuss customers’ concerns
• Take ownership of the issue
• Keep customers informed of any further actions
required and outcomes
• Strive to deliver and maintain professional and
responsive service standards
• Rigorously monitor and assess our service standards
both internally and externally by independent review
• Constantly look for ways to improve our service for
our customers.
TOOWOOMBA REGIONAL COUNCIL Annual Report 2015 - 2016