Benchmarking Case Study

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Benchmarking Case Study

• Ellie Mandritis
• Darebin 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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Environmental Health

• Food safety programs
• Registration of food premises
• Food surveillance
• Investigation of food related complaints
• Immunization
• Environment
• Septic tanks
• Pest vector control

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KPIs

• Customer satisfaction rating for Food premises
  surveillance
• Median time taken to resolve a food related
  customer complaint
• Food service cost per registered food premises
• Inspection cost per inspection report
• Percentage of routine inspections that require
  follow up inspections
• Percentage of premises issued with a section 19
  notice
• Percentage of substantially incomplete food
  premises inspection reports
• Immunisation cost per encounter
• Customer satisfaction rating for Immunisation
• Septic tank service cost per new septic tank
  installation
• Failure rate of septic tanks due to Council error

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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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Best Practices Gap Analysis

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

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Best Practices Gap Analysis

• More educational support for proprietors
• Develop Quick Reference Procedural Manual
• Record, report performance trends against annual
  activities
• Provide incentives for FSP implementation
• IT System for management of Councils premises
  support program
• New Premises Information Kit
• Develop better links with Building, Planning
  Local Laws
• Market Council Services with Department of Small
  Business and Solicitors.

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Improvement Plans

• Examples
• Routine inspections
• Develop inspection tool.
• Inspection manual.
• Registration of food premises
• Improve collaboration between planning, building
  and local laws when dealing with public.
• All Environmental Health Services
• Investigate opportunities to improve use of
  councils corporate computer system in health
  services.

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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