Document Overview
Annual Plan and
Budget
2017-18
Including Forward Estimates
2018-19 to 2020-21
Presented and submitted to the Council on
Wednesday, 14 June 2017 by the Right
Honourable the Lord Mayor of Brisbane
(Councillor Graham Quirk)
Program 6 – Customer Service
Customer Service
Program goal
As a growing New World City, Council will be recognised as a customer focused organisation which is dedicated to the health, safety and amenity of the Brisbane community.
Program description
The health and safety of Brisbane residents and visitors is of great importance to Council. To provide a city that is safe and healthy, Council offers a diverse range of services including immunisation for infants, children and seniors, animal management and food safety initiatives, and maximising amenity and safety in our public spaces and facilities. The program enforces food safety requirements to protect public health, as well as administering animal management legislation to promote responsible pet ownership.
In a subtropical climate, it is vital to provide effective programs to control mosquitoes and other pests that carry diseases which can affect humans. Council also delivers pest management services to minimise the impact that nuisance pests have on the community's enjoyment of Brisbane's outdoor lifestyle.
Council will continue to engage with customers and the community to understand who they are, what they want and how they value Council’s products and services, as well as review, propose and advocate for changes to laws and regulations to enhance Brisbane's liveability.
The program will monitor and better understand customer satisfaction and actively address customer dissatisfaction by identifying persistent service problems and helping work units to address them. Council will ensure customer experience is a key consideration in strategy, design, and implementation for product and service development and delivery.
Program outcomes and financial summary
Program outcomes / Anticipated / Proposed / Anticipated / Proposed / Anticipated / Proposed2016-17 / 2017-18 / 2016-17 / 2017-18 / 2016-17 / 2017-18
$000 / $000 / $000 / $000 / $000 / $000
Expense / Revenue / Capital
6.1 - Managing Animals / 7,221 / 7,151 / 6,954 / 7,035 / - / -
6.2 - Community Health / 22,603 / 15,705 / 13,193 / 7,476 / - / -
6.3 - Public Safety / 6,754 / 14,234 / 572 / 8,087 / - / -
6.4 - Community Engagement / 651 / 658 / - / - / - / -
6.5 - Customer Service Delivery / 33,492 / 34,293 / 532 / 533 / 1,167 / -
6.6 - Customer Experience / 1,491 / 1,619 / - / - / - / -
72,212 / 73,660 / 21,251 / 23,131 / 1,167 / -
Outcome 6.1 Managing Animals
Outcome description
Council will facilitate and promote responsible pet ownership across Brisbane.
Where we are now
Council works with the community to improve responsible pet ownership and, where appropriate, enforce animal management legislation.
Key initiatives include:
• managing an increasing pet population across the city
• administering animal management legislation and strategies
• facilitating dog registration by pet owners
• managing Council’s two Animal Rehoming Centres
• delivering low cost microchipping events for dogs and cats.
Where we want to be
Working in partnership with the community, Council will manage the challenges associated with animal management across Brisbane. The focus will be on ensuring that residents keep their pets responsibly, so that neighbours and the broader community are not adversely impacted.
Strategy 6.1.1 Animal Management
Council provides licensing and regulatory services for animal management.
Service 6.1.1.1 Animal Management
This service supports responsible pet ownership, including compliance with animal management legislation.
Council provides the following animal management services:
• capture and impounding of animals found in public places
• response to public complaints, including management of dogs that are not under effective control in public spaces
• priority investigations of animal attacks
• declaration and monitoring of regulated dogs
• provision of animal rehoming services
• delivering education and regulatory campaigns to support responsible pet ownership.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / 6,921 / 6,838
Revenue / 6,358 / 6,614
Projects / 2017-18 / 2018-19 / 2019-20 / 2020-21
$000 / $000 / $000 / $000
Animal Registration Enforcement Campaign / Capital / - / - / - / -
Expense / 232 / 238 / 247 / 254
Revenue / 421 / 438 / 456 / 474
FIDO - Find Irresponsible Dog Owners Campaign / Capital / - / - / - / -
Expense / 81 / 83 / 86 / 88
Revenue / - / - / - / -
Outcome 6.2 Community Health
Outcome description
Council will protect and enhance the health of Brisbane's residents.
Where we are now
This outcome contributes to the Brisbane Vision 2031 by maintaining health conditions and reduced public health risks.
Key drivers impacting on delivery include:
• legislative responsibility to mitigate public health risks
• legislative responsibility to maintain food safety standards
• threats of mosquito-borne illness and the ongoing impact of the midge population
• population growth.
Where we want to be
Brisbane will be the benchmark for best practice in public health protection in South East Queensland. Council will continue to embed the rating scheme model for food businesses that encourages higher standards and provides incentives for high performing food business operators. High public health standards will be maintained and Council will ensure that resources are directed to addressing major community health risks.
Council is delivering core public health services and will continue to:
• monitor and enhance the Eat Safe Brisbane food safety rating scheme and maintain food safety standards
• provide effective health licensing services that ensure public health standards are maintained
• provide immunisation services
• provide mosquito and rodent control services
• monitor pool safety compliance.
Strategy 6.2.1 Community Health
Provide effective services to monitor and improve community health.
Service 6.2.1.1 Community Health
This service administers a licensing system for food and health businesses and provides a public complaints system for related activities. Industry is assisted to achieve safe operational standards and compliance through education, training and incentives as well as enforcement, if required. In addition, pool safety initiatives and enforcement are delivered within this service.
This includes:
• processing of food and health business licence applications in accordance with legislation and standards
• inspecting and auditing licensed premises to ensure compliance with regulatory standards
• effective enforcement to improve poor performance, and reduce public health and amenity risks
• issuing of food safety ratings based on food safety management practices through Eat Safe Brisbane
• educating and working with industries to assist with public health advice and management
• development of educational and marketing materials for businesses and businesses that are considered culturally and linguistically diverse.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / 12,857 / 6,111
Revenue / 11,441 / 6,008
Projects / 2017-18 / 2018-19 / 2019-20 / 2020-21
$000 / $000 / $000 / $000
Eat Safe Food Education Program / Capital / - / - / - / -
Expense / 184 / - / - / -
Revenue / - / - / - / -
Improving Water Safety Outcomes / Capital / - / - / - / -
Expense / 503 / 515 / 535 / 563
Revenue / 6 / 6 / 7 / 7
Service 6.2.1.2 Immunisation
This service contributes to the Brisbane Vision 2031 by reducing Brisbane's exposure to vaccine-preventable diseases.
Council provides free immunisation services for infants, children, parents of newborns and seniors for preventable diseases defined as life threatening by the National Health and Medical Research Council. A mobile team offers this immunisation service at community hubs and health centres. In partnership with the Queensland and Australian governments, Council also provides disease specific immunisation programs at secondary schools. In addition, free influenza vaccinations are provided to senior citizens and residents who qualify under the Australian Government scheme.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / 3,004 / 2,942
Revenue / 1,362 / 1,068
Service 6.2.1.3 Strategies and Services
This service includes support for public health strategies, campaigns, public education and engagement regarding animals and public health programs.
This includes strategic planning of public health services to ensure alignment with Brisbane Vision 2031 and Corporate Plan 2016-17 to 2020-22 priorities, providing direction, education and tools of trade for delivery of health licensing and compliance services, and mosquito and pest management services.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / 1,366 / 1,121
Revenue / 298 / 306
Service 6.2.1.4 Mosquito and Pest Services
Council controls mosquitoes by monitoring and treating breeding habitats through aerial and land based treatments. Prevention measures, such as public education to reduce backyard mosquito breeding and minimise personal exposure to bites, contribute to reducing the incidence of mosquito-borne diseases.
In addition to mosquito control, Council also provides a comprehensive rodent control program, including the provision of fully trained rodent detection dogs.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / 4,694 / 4,844
Revenue / 86 / 88
Outcome 6.3 Public Safety
Outcome description
This service supports Council to make Brisbane a city that is safe for residents, businesses and visitors.
Where we are now
Securing the safety of residents and their property, as well as the amenity of the city is essential to maintain liveability in Brisbane.
Council aims to provide a safe, clean and attractive environment by protecting community health, safety and amenity standards. Key activities include:
• providing a 24/7 citywide rapid response capability responding to public safety risk
• developing a multi-skilled resource, equipped to provide on-ground management support information during a significant event
• providing an effective regulatory response for parking safety, amenity and litter issues across the suburbs
• providing emerging mobile technology to improve flexibility and efficiency to Council officers
• maintaining graffiti reduction units to remove graffiti on Council-controlled property
• minimising safety risks and other harms associated with alcohol, drugs and sharps disposal
• improving perceptions of safety while reducing the actual incidence of crime
• promoting high levels of personal and property safety for residents, businesses and visitors
• developing best practice community safety strategies, and embedding crime prevention principles.
Where we want to be
Brisbane will be a safe place to live and visit. Brisbane residents and visitors will have improved levels of personal and property safety.
Strategy 6.3.1 Public Safety
Provide timely, multi-skilled, citywide, 24/7 response to compliance-related activities in Brisbane.
Service 6.3.1.1 Public Safety
This service aims to continue the delivery of a range of regulatory and enforcement activities that are responsive, fair and professional every time to ensure a safe and liveable city through:
• management of 24/7 rapid response capacity and capability to respond to high risk citywide complaints and harms
• management and scheduling of mobile dispatch team managing complaints relating to city safety
• increased efficiency and responsiveness of Council officers through technology, software and process enhancements
• providing 24/7 support and responding to significant events, to provide on-ground information to the Local Disaster Coordination Centre for citywide response coordination
• responding to high risk safety complaints related to parking in suburban areas.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / - / 6,229
Revenue / - / 5,748
Projects / 2017-18 / 2018-19 / 2019-20 / 2020-21
$000 / $000 / $000 / $000
Mobile Dispatch Scheduling and Response / Capital / - / - / - / -
Expense / 325 / 218 / 228 / 233
Revenue / - / - / - / -
Suburban Safety Mobile Technology / Capital / - / - / - / -
Expense / 641 / 649 / 608 / 698
Revenue / 753 / 753 / 753 / 753
Suburban Safety Team / Capital / - / - / - / -
Expense / 916 / 928 / 965 / 989
Revenue / - / - / - / -
Service 6.3.1.2 Suburban Amenity
Council aims to provide a safe, clean and attractive environment through:
• actively managing unsightly properties across the city
• responding to, and enforcing, amenity and litter complaints across Brisbane’s suburbs
• effectively and appropriately enforcing legislation to improve poor performance and prosecute serious amenity concerns and risks.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / - / 2,298
Revenue / - / 1,276
Strategy 6.3.2 Crime Prevention
Council has added a Crime Prevention Through Environmental Design Policy to its City Plan 2000 resulting in new developments or buildings in Brisbane being designed to minimise opportunity for crime and increase public safety.
Service 6.3.2.1 Crime Prevention and Safety Initiatives
This service supports the community and businesses to feel safe and secure through crime prevention and safety programs.
Initiatives in this service include:
• maintaining graffiti units to remove graffiti from Council-controlled property
• working in partnership with Queensland Rail to remove and mitigate graffiti in the rail corridor
• developing best practice community safety strategies, and embedding the Crime Prevention Through Environmental Design into all planning and development assessment processes
• undertaking Crime Prevention Through Environmental Design audits in identified locations and coordinating responses to priority safety issues
• continuing to provide and service sharps bins to reduce the risk of needle stick injuries.
Operating / Anticipated / Proposed2016-17 / 2017-18
$000 / $000
Expense / 334 / 635
Revenue / - / -
Projects / 2017-18 / 2018-19 / 2019-20 / 2020-21
$000 / $000 / $000 / $000
Graffiti Intelligence System Review / Capital / - / - / - / -
Expense / - / 216 / 275 / 12
Revenue / - / - / - / -
Taskforce Against Graffiti / Capital / - / - / - / -
Expense / 3,190 / 3,253 / 3,365 / 3,478
Revenue / 310 / 320 / 331 / 342
Outcome 6.4 Community Engagement