Below par performance

Baw Baw Shire has been advised to give extra attention to customer service in a report outlining results of an annual community survey.

Council’s overall performance has dropped three points in the annual community survey conducted by the state government. At a score of 49, it was the lowest score in four years, bucking a steady upward trend of the past three years.

The overall performance score also was considerably lower than the statewide average of 58 and 55 for large rural shires.

Community satisfaction with sealed roads was 13 points lower than the state average.

Customer service and council’s overall direction also decreased compared to last year’s results.

Council’s strongest performing area was community consultation and engagement, up three points on last year; as well as increases in decisions made in the interest of community members, lobbying and the condition of sealed roads.

But, compared to other large rural shires and statewide figures, Baw Baw Shire was rated lower than performance indicators in all categories.

Other Gippsland shires classified as large rural shires are Bass Coast and Wellington.

The state-wide survey was carried out by JWS Research and National Field Services on behalf of Local Government Victoria.

The annual survey assesses community opinions of council’s performance in seven key areas: overall performance; overall direction; customer service; consultation and engagement; lobbying; community decisions; and, sealed local roads.

Community satisfaction with roads is always a major factor in the survey and was this year rated one point higher than last year at 41 – considerably lower than the state average of 54.

Survey results for the condition of sealed roads showed significant increase in satisfaction in the east ward, increased satisfaction in the west ward and a significant decline in the central ward.

Council officers expect the new road maintenance contract, which includes increased funding to $8 million, will result in higher levels of service to the community.

The report said council’s situation was unique in that although ratings across all service areas improved, perceptions of overall performance declined.

“Customer service is an area that may warrant some extra attention in the coming 12 months, as performance ratings in this service area have also declined.

“Council should look to maintain and build upon its improved performance on community consultation and engagement, making community decisions and lobbying.

“On all these measures, performance perceptions had declined in 2019 but have managed to bounce back in 2020,” the survey report said.

A report to council said the live chat function on council’s website was not represented in the results.

For the 2019-20 year, the live chat service engaged more than 8980 chats and 87 per cent of those were resolved in the initial chat.

Council also introduced a virtual assistant BawBot in April and has had more than 4000 interactions.

Cr Keith Cook said Baw Baw could not be compared to other municipalities.

“We have incredible population growth in Warragul, Drouin, Trafalgar ad Yarragon which is affecting transport, infrastructure, education, medical services, commerce and industry but we receive less funding than is required,” he said.

Cr Cook said council had committed extra funds with a new roads contract so hopefully people’s views of roads would improve.

Overall, he said the survey showed a “solid performance but much more needs to be done.”

Cr Michael Leaney said while council’s overall performance had dropped, he found it difficult to understand why when many other performance indicators increased.

Cr Leaney said people living in Warragul and Drouin would not consider they live in a “large rural shire.”

“We don’t really fit so we are in this middle ground where we have people who agree strongly and people who don’t agree.

“Clearly there is always more work to be done but overall we are going in the right direction,” he said.

Cr Darren Wallace said he had tried to find some positives in the report but it told him nothing – “it’s so vanilla and so difficult to read.”