Benchmarking Case Study

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Benchmarking Case Study

• Scott Walker
• Banyule City Council
• Assisted by
• ACIG

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The LGPro Benchmarking Project

• Objectives
• Gain benchmarking skills.
• Form networks.
• Benchmark a service in each network.
• Make comparisons
• Data
• Processes
• Practices
• Find improvements to services.

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Learning through Benchmarking
As-Is picture
Service Scope
Comparisons
Gap Analysis 1
Process Maps
Improvement Plan
Implemented improvements!
KPIs, Performance data
Best Practice picture
Best Practice features
Current Practices
Gap Analysis 2
Best Practice performance data
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Statutory Planning

• Process Planning Applications
• Planning Scheme Amendments
• Process Sub-divisions Certification and Statement
  of Compliance
• Customer Service General Planning Advice
• Enforce Planning Compliance
• Assist Policy Development

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KPIs

• Customer Satisfaction - own DoI survey
• of decisions appealed - by objectors by
  developers
• Appeals as of all decisions
• VCAT-overturned decisions (loss ratio)
• of applications determined within 60 days
• Median number of days for decision - gross days,
  all applications combined
• Median no. of days for decision
• straightforward / medium complexity / high
  complexity decisions
• applications by type
• straightforward / medium complexity / high
  complexity decisions
• Statutory Planning - overall cost per application
• Cost per decision
• straightforward / medium complexity / high
  complexity decisions

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Comparisons of data
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Comparisons of data
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Comparisons of data
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Process maps
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Process maps
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Best Practices Gap Analysis

• Developed for each of the main processes, grouped
  under
• Policy Strategy
• Structure, Resourcing Financing
• Planning Scheduling
• Delivering the Service
• Monitoring Reporting

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Improvement Plans

• Examples
• Establish a working group including Strategic and
  Statutory Planners to regularly review upcoming
  amendments, policies and major planning
  applications
• Ensure time allocated on a daily basis to the
  registering of new applications and allocation
• Review standard conditions (currently underway)
• Annual review of selected applications including
  the decisions made and development that has
  occurred on the ground
• Better use of "plan" and computer system.
  Clearer guidelines for customer service staff
  relating to where they direct enquiries
• Undertake annual survey of regular customers and
  annual 'development industry' feedback evening
  involving regular applicants and planners

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Workshop

• Form into groups.
• Each group discusses one issue (papers to be
  given out list the issues)
• 30 minutes workshop to discuss and prepare
  feedback for the session
• Presentation 5 minutes each group