Service Level Planning Protection of Assets and You Shane Walden Wyndham City Council

The Way it Was….  Wyndham = Significant Growth  Opinion of Service = Low to Very Low  Staff Morale = Low to Very Low  Supervision = Minimal

Levels of Service – Why?  Requirement to enable scalable works  Linked to Budget Management  Allowed controlled autonomy by staff  Enabled Performance Measurement and Management

Levels of Service – How?  Journey – Staff, Supervisors, Exec & Council  Identify what was really required  Staff and Supervisors write specifications  Binary Weighted Outcomes

Journey The need The offering Whole of Life Asset Management The Budget process Endorsement

Services, What Services? Known and Manageable Unknown and Chaotic Performance Objectives:  Speed  Flexibility  Dependability  Quality  Customer Interaction  Cost

Patience  Not the Card Game…….  Providing Staff the Time to Learn

Outcome GBSMAINTENANCE of GARDEN BEDS – STANDARD Objective  Ensure the provision of a pleasant and safe environment  Ensure garden health through delivery of quality horticultural industry standards and practices  Maintain or improve the density of plantings – specific to plant species  Includes plant maintenance, weeding, edging, litter control and mulching that form part of the garden beds  All maintenance works shall be carried out so as not to compromise the integrity of the intent of the design for the garden bed or site ExclusionsTotal garden bed rehabilitation, installation of new garden beds.

Outcome TaskMeasureMin Freq Intersection Sight Clearance Trim vegetation in garden-beds to no higher than 45cm for all intersection in accordance with the guidelines provided within the Road Management Act. At all times Weeding Weed to ensure coverage of any one bed does not exceed 10% of garden bed area and ensure weed height does not exceed 150 mm. No single weed shall occupy an area greater than 150 cm2. No weeds in garden beds shall complete their life cycle by producing seed. Monthly Mulching Replenish with approved mulch when depth excluding humus is less than 20mm. Mulching includes but not limited to approved vegetative materials, pebbles and granitic materials. Reduce when depth mulch exceeds 150mm after 2 weeks settlement. Replenish with approved mulch when coverage less than 100% - i.e. no bare patches. Monthly EdgingEdges can mechanically cut or chemically controlled.Monthly PruningAll shrubs and trees adjacent to paths, car parks, roadways, etc. shall be maintained to ensure clear sight lines and give consideration to safety. Monthly Litter Control Remove all visible litter at every visit.Monthly

Results TaskMeasureMinimum FreqWeighting Intersection Sight Clearance>45cmAt all times3 Weeding Weed <10% of garden bed area and height <150 mm. Monthly2 No single weed > 150 cm2. No weeds with seed head. Mulching Replenish mulch > 20mm. 1 Reduce mulch < 150mm after 2 weeks settlement. Monthly No bare patches. Edging Edges can mechanically cut or chemically controlled. Monthly 2 Pruning Line of Sight to all shrubs and trees adjacent to paths, car parks, roadways, etc. s Monthly 2 Litter ControlRemove all visible litter at every visit.Monthly 1 Plant Replacement Replace when plants < 80% of designAutumn/ 1 The replacement of plants with the same species provided in 6” pots, or tubestock where appropriate. Spring Retaining Walls Inspect all retaining walls and report any defects. Monthly 1 13

Performance Management ScoreMax.% Location Location Location Location Location Location Location Location Location Location Location

Key Points in Takeaway ScalabilityBudget ManagementExpectation ManagementAccountabilityPerformance ManagementService Outcomes

Questions Shane Walden