Performance Measures

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1 Performance Measures

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3 PERFORMANCE MEASURES FRAMEWORK LONG TERM PLAN s performance s enable us to monitor and report against our outcomes and service performance. In previous Long Term Plans and Annual Plans, performance s were grouped under each activity area of which enabled us to provide activity specific information and performance. In this LTP all performance s are grouped together under each of s community outcomes. This clearly identifies linkages between what we do and why we do it, with the ultimate goal of working towards the community outcomes of: For all performance s, s or desired trends are set so that can focus on understanding and continually improving services provided to the community. Performance s are reported against through the Annual Report, which is where we can determine how we are progressing against each of the s and report to the community on this. A talented and innovative city full of opportunity A city with heart and soul A city of great spaces, places and environments The outcome performance s give an indication of the impact on or benefit to the community of the services being provided. The service performance s give an indication of how well is delivering our services, and for some activities, what the community s views are on this. s across New Zealand are now required to report on a set of mandatory s for aspects of the water supply, wastewater, stormwater and transportation activities. The aim of these s is to better inform and enable the community to participate in discussions regarding future levels of service for these activities. has varying degrees of over the ability to achieve the performance s and this is categorised as: High extent of : has direct control over the ability to achieve this. Medium extent of : has a degree of control over the ability to achieve this, although there are other factors at play. Low extent of : is one of many that have an ability to achievement of this. PERFORMANCE MEASURES 115

4 COMMUNITY OUTCOME - A TALENTED AND INNOVATIVE CITY FULL OF OPPORTUNITY What the tells us Performance Data source A of the productivity of the city centre economy and how it compares to the city as a whole. This gives an indication of how the city centre is performing its function as the high economic value centre of the wider economy. Gross Domestic Product per Employee in the city centre. (compared to city as a whole) Statistics NZ, (Martin Jenkins report) City Centre Outcome Low $57, $67,805 No identified as information only available at Census time (2018). No identified as information only available at Census time (2018) : $72,000 $5,000 > city as a whole Measured every census. A of business activity and density in the city centre, which gives an indication of economic vibrancy and potential productivity gains associated with agglomeration. Business count in city centre. (compared to city as a whole) Statistics NZ, Infometrics City Centre Outcome Low 1,983 1,990 12% of total businesses 2,000 13% of total businesses A of the number and density of human capital (skilled people) in the city centre, which gives an indication of economic vibrancy and potential productivity gains associated with agglomeration. Employee count in city centre. (compared to city as a whole) Statistics NZ, Infometrics City Centre Outcome Low 10,770 10,800 18% of total employees 11,200 20% of total employees A of labour productivity, which gives an indication of: how much wealth each job creates how highly skilled the workforce is how competitive the economy is Gross Domestic Product per Employee in the city. Statistics NZ, (Martin Jenkins report) Economic Development Outcome Low $60, $64,515 No identified as information only available at Census time (2018). No identified as information only available at Census time (2018) : $67, SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

5 COMMUNITY OUTCOME - A TALENTED AND INNOVATIVE CITY FULL OF OPPORTUNITY What the tells us Performance Data source A of labour force participation the proportion of the population that is in work which gives an indication of: the extent to which jobs are being created in the local economy and the extent to which people are available and have the skills to fill those jobs how many people are economically dependent on each working person, which gives an indication of how productive and wealthy the city may be in the long term. Ratio of working population to non-working population. Statistics NZ, NIDEA Economic Development Outcome Low For every person participating in the workforce there are 1.98 persons not participating in the workforce (1.0 : 1.98) No identified. 1.0 : 1.95 Decreasing ratio of non-working population. A of the number and proportion of highly skilled knowledge economy jobs, which gives an indication of how innovative, and therefore how competitive, the economy is. Knowledge Intensive Employment (per employee) (per capita) [compare to NZ average] Statistics NZ, Infometrics Economic Development Outcome Low 16,333 jobs (28%) (NZ avg 40%) (14%) (NZ avg 16%) No identified. 17,000 jobs (29%) (16%) A of the affordability of housing compared to the average income, which gives an indication of the average disposable income and Standard of Living. Mean house price/mean annual earnings [compare to NZ average] Infometrics Economic Development Outcome Low The mean annual house price is 7.9 times the mean annual earnings. (NZ avg 7.9) No identified. The mean annual house price is 7.5 times the mean annual earnings. Decreasing PERFORMANCE MEASURES 117

6 COMMUNITY OUTCOME - A TALENTED AND INNOVATIVE CITY FULL OF OPPORTUNITY What the tells us Performance Data source A of the economic impact of major events through assessing: Increase in visitor nights Contribution to regional GDP Addressing Seasonal variation - % of events held between May October This gives an indication of the impact that events have on the economy of the region and helps to guide future decision-making on event investment. The level of productivity of the airport service. The economic impact of Major Events (utilising the event evaluation framework). The number of passengers and total number of flight movements through the airport each year. Pre and post event assessments utilising approved event evaluation framework. Other event data City Events Outcome Medium Not d Not d Visitor nights 48,000 GDP - $2.75 million Seasonality 40% Airport Outcome Medium 270,000 passengers 70,000 flights No identified The safety of the airport services provided. Level of compliance with the Civil Aviation Authority rules and regulations. CAA annual audit Airport Outcome High 100% achieved 100% achieved 100% achieved 100% achieved 118 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

7 COMMUNITY OUTCOME A CITY WITH HEART AND SOUL What the tells us Performance Data source A that provides an indication of: whether local residents are happy with the number of events, (participation, spectator and accessibility of events) and agree that Tauranga is a better place to live because of events whether Event Managers are satisfied with the level of support to enable events to occur This information enables to continually improve its reputation as an event friendly city and assists in ensuring event delivery is responding to community need. satisfaction with events. Event Surveys Perceptions Survey Event Manager surveys (post event) Events supported by City Events Outcome Medium 66% satisfaction on number of events from Perceptions Survey No less than 65% satisfaction on any survey No less than 70% satisfaction on any survey This provides an indication of the extent to which positive relationships with community leaders and organisations have been developed. This is important as it builds s understanding and responsiveness to the needs of the community. It also assists in encouraging and supporting communities to participate in decision-making processes undertaken by. Establish and maintain strong, positive and professional relationships with community organisations. development contacts database Development Service High Not d Not d A total of 50 strong, positive and professional relationships with community organisations are in place. An additional 25 strong, positive and professional relationships with community organisations are in place. This provides an indication of the extent to which has assisted community organisations to build their capacity in the community. Work pro-actively with at least 25 community organisations to provide strategic advice and support. development contacts database Development Service High Not d Not d A total of 25 community organisations have been helped and supported through capacity building and resilience work. An additional 10 community organisations have been helped and supported through capacity building and resilience work. PERFORMANCE MEASURES 119

8 COMMUNITY OUTCOME A CITY WITH HEART AND SOUL What the tells us Performance Data source This provides an indication of the funding provided to community organisations to assist in delivery of community initiatives. Fund a minimum of four medium grants and 10 small grants from the Development Match Fund in support of positive community projects and programmes. Match Fund audit reports from grant recipients Development Service High Not d Percentage of projects completed in accordance with funding agreement Percentage of projects completed in accordance with funding agreement Percentage of projects completed in accordance with funding agreement This provides an indication of the success of Project Tauranga in attracting new businesses to contribute to their local community through this project, and the corresponding community benefits from this contribution. The increase in the total number of businesses signed up to Project Tauranga each year. Project Tauranga member numbers Development Service High A total of 41 Project Tauranga partners in place. A total of 41 Project Tauranga partners in place. An additional 4 Project Tauranga partners signed up to total 45 partners. Increase total by 4 each year. This provides an indication of the extent to which the community is participating in arts and culture events at Baycourt. patrons that attend shows/events. Ticketek Baycourt Outcome Medium 50,347 No identified This provides an indication of the diversity of events provided at Baycourt. This is a level of service that has been set by for Baycourt. The type of events held at Baycourt. - Ungerboek Baycourt Outcome Medium Youth 35.9% Local 33.2% Commercial 30.8% Youth 33.3% Local 33.3% Commercial 33.3% Youth 33.3% Local 33.3% Commercial 33.3% Youth 33.3% Local 33.3% Commercial 33.3% 120 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

9 COMMUNITY OUTCOME A CITY WITH HEART AND SOUL What the tells us Performance Data source This provides an indication of the popularity of the library both in terms of utilisation of the library buildings and the online information and services provided. visits to the library (physical & online) - Library door counter and website Libraries Outcome Medium Physical - not reported on. Online 379,300 Physical no specified. Online 350, ,000 (physical) + 400,000 (online) Whether there is enough choice in titles and formats. Percentage of customers that are satisfied with the range of titles and of formats available. Perceptions Survey Libraries Outcome Medium Titles 84% Formats 83% Titles 85% Formats 84% The degree to which residents perceive the arts and culture scene in Tauranga. Percentage of residents that agree that there is a culturally rich and diverse arts scene in Tauranga. Perceptions Survey Arts and Heritage Outcome Medium 57% Retain at 50% This provides an indication of the community view on the effectiveness of the Creative Tauranga relationship agreement in contributing to arts and culture in the city. Percentage of users satisfied with the services provided through s relationship agreement with Creative Tauranga. Creative Tauranga user survey Arts and Heritage Outcome Medium 62% 99% from 13/14 actual The use of information provided from the museum collection by schools in the area. schools visited to provide education programmes each year, and the number of items loaned to those schools. Arts and Heritage Service High 22 schools. 457 items loans 22 schools. Steadily increasing loans. 22 schools. Steadily increasing loans. 22 schools. Steadily increasing loans. PERFORMANCE MEASURES 121

10 COMMUNITY OUTCOME A CITY WITH HEART AND SOUL What the tells us Performance Data source Information on participation and level of interest in visiting the Tauranga Art Gallery and experiencing the exhibitions and programmes provided by this arts facility. visitors to the Tauranga Art Gallery each year. Tauranga Art Gallery Trust Arts and Heritage Outcome Medium 68,872 None identified Information on the capacity of Baycourt, and extent of use of this arts and culture facility. The number of hours that Baycourt is occupied using booking information and total possible available hours. Ungerboek Baycourt Service Medium 42% 46% 122 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

11 What the tells us Performance Data source This provides an indication of the extent to which is actively working with the community to increase community resilience awareness and participation. This has been agreed at a regional CDEM level with s varying for each depending on size and resources. emergency management community initiatives delivered. Emergency Management Service High Not d Not d 8 initiatives delivered each year to the community that demonstrate actively working with the community. 8 initiatives delivered each year to the community that demonstrate actively working with the community. readiness to respond to a major emergency. Percentage of residents that correctly know that they need to be very or fairly self-reliant in the event of a major emergency. Perceptions Survey Emergency Management Outcome Medium 83% 86-90% This provides an indication of community accessibility to the open space network. This helps determine progress towards s level of service of providing open space within a minute walk of most residential areas. Percentage of residential households that are within 500m of an open space area. Parks and Recreation Service High 87% 92% 95% 95% The extent to which the community perceive the amount of open space available for community and recreation opportunities. Percentage of residents that feel Tauranga has enough parks and green space. Perceptions Survey Parks and Recreation Outcome Medium 76% 75% PERFORMANCE MEASURES 123

12 What the tells us Performance Data source This provides an indication of volunteer participation in the maintenance of s open space network including environmental restoration and enhancement. Volunteer hours spent on the following projects/sites per annum: Coastcare Kopurererua Valley McLaren Falls Mauao Urban Greenspace NB: volunteers only - excludes community service hours, BOPRC (CoastCare), TEC (Urban Greenspace) Parks and Recreation Outcome Medium 5,116 hours 20,000 hours (note this included community service hours which are now excluded) from 13/14 actual of 5,116 hours This provides an indication of utilisation of s major walkway areas and therefore an indication of the level of participation in sport, recreation and community activity in these areas. people walking (or cycling where applicable) on s key walkways: Around Mauao Parks and Recreation Outcome Medium Around Mauao 1,087,618 Up Mauao 154,630 No identified Up Mauao Around Waikareao Walk/cycleway Around Carmichael Reserve Walk/ cycleway Around Waikareao 108,426 Around Carmichael Reserve 64, SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

13 What the tells us Performance Data source This provides an indication of the number of people that visit s major aquatic and indoor recreation facilities and therefore an indication of the level of participation and interest in sport, recreation and community activity in these facilities. Total User Visits to Bay Venues managed facilities (d by number of people participating/ attending including for events): Aquatic facilities (total) Indoor Recreation Facilities (total) Bay Venues Parks and Recreation Outcome Medium Minimum of 1,606,937 network user visits comprised of: Aquatic facilities 642,473 visits Indoor recreation facilities 964,464 visits Indoor recreation facilities = 710,000 Aquatic facilities = increasing This provides an indication of the actual utilisation of s indoor recreation facilities network, and therefore an indication of the level of participation in sport, recreation and community activity in this network. Total Hours of use of Indoor Recreation Facilities (d by booking levels actual hours used including for events at Indoor Sports Centres, Halls, Centres) Bay Venues Parks and Recreation Outcome Medium 75,299 hours of use 49,000 hours of use 76,000 hours of use Note: this excludes aquatic facilities. This provides an indication of the efficiency of the operation of the transport network and assists in identifying problem areas within the city and potential solutions to this. All day congestion indicator, which is the minutes of delay per km of travel on key city routes (delay is calculated as the actual travel time less what the travel time would be at the speed limit). Transportation Outcome Medium 0.37 No increase. No increase. No increase. PERFORMANCE MEASURES 125

14 What the tells us Performance Data source This provides an indication of the travel behaviours of people and assists in understanding the role of the transport network in supporting sustainable transport initiatives. How people journey to work: a) Drove a vehicle b) Passenger in a vehicle c) Walked, jogged, cycled, bus d) Didn t go to work or not stated Census and survey Transportation Outcome Medium a) Drove a vehicle 66% b) Passenger in a vehicle 2% c) Walked, jogged, cycled, bus 6% proportion of people using alternatives to private vehicles. proportion of people using alternatives to private vehicles. proportion of people using alternatives to private vehicles. e) Worked from home d) Didn t go to work or not stated 23% e) Worked from home 3% Awareness of sustainable transport initiatives participants in school children s walking and cycling programmes. Transportation Outcome Medium 4,500 The extent of occupation of s parking network within the City Centre. City Centre Parking Occupancy Levels a) On-street parking b) Off-street parking c) Car park buildings Transportation Outcome Medium a) 77% peak occupancy b) 99% peak occupancy c) 65-85% peak occupancy 80% to 90% (85% is considered ideal) 80% to 90% (85% is considered ideal) 80% to 90% (85% is considered ideal) 126 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

15 What the tells us Performance Data source s level of service approach to the reseal of roads in the network. Use of chip seal except for roads carrying more than 10,000 vehicles per day which will be re-sealed with hot mix. Transportation Service High 19.7km resealed: 11.9km with chip seal and 7.8 km with asphaltic concrete (hot mix). 15km chip-seal and 11km hot mix 15km chipseal and 11km hot mix 15km chipseal and 11km hot mix Level of safety for people moving around the city. Of residents who cycle, walk or drive around the city, the percentage that feel safe when doing so on the cycleways, footpaths or roads. Perceptions Survey Transportation Outcome Medium Cycling 46% Walking 84% Driving 66% Safe in its broader sense, including personal safety/ security. Whether has an adequate provision of water supply for firefighting purposes in place. The percentage of all hydrants tested in a financial year by the Fire Service that meet the firefighting water supply Code of Practice SNZ PAS 4509 requirements. NZ Fire Service Water Supply Service Medium 87% met 25l/s 98 % met 12.5 l/s. At least 80% meet 25 l/s and 100% meet 12.5 l/s At least 80% meet 25 l/s and 100% meet 12.5 l/s At least 80% meet 25 l/s and 100% meet 12.5 l/s PERFORMANCE MEASURES 127

16 What the tells us Performance Data source Degree of effectiveness of peak water demand management programmes Annual peak demand in litres per capita per day. Water Supply Service Medium 459 litres/ capita/day 450 litres/ capita/day Decreasing or maintaining Decreasing or maintaining The effectiveness of water conservation education programmes Of residents who are aware of ways they can conserve water, the percentage that have taken any steps to conserve water. Perceptions Survey Water Supply Outcome Medium 89% aware, 88% taken steps Maintaining or increasing Maintaining or increasing Maintaining or increasing The trends in reported attacks and incidents of Rushed ats against people relative to the number of known dogs in the city. The degree of safety of our community from dog aggression. Complaints about dog aggression (attacks on people and reported as Rushed ats or aggression without physical contact) as a percentage of known dogs (registered and unregistered) in the city. Animal Services Outcome Low 143 reported incidents with 10,502 registered dogs = 1.36% 2.0% 1.70% 1.70% s response times to help provide a safe and enjoyable environment. All urgent complaints are responded to within 10 minutes where there is an immediate threat. Animal Services Service High 100% 100% 100% 100% The number of people that stay at the Beachside Holiday Park on an annual basis. The number of visitor bed nights at the Beachside Holiday Park each year. Beachside Holiday Park Service Medium 63,000 visitor bed nights (5% increase on previous year) trend from previous year. 128 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

17 What the tells us Performance Data source Supply of cemetery land (to help determine when we will need to invest in purchase of more cemetery land). This will also help determine number of years of capacity remaining. Percentage of cemetery land that is currently utilised of the total cemetery land available. Cemeteries Service High Not d 44% utilisation (estimated 25 years of capacity remaining) Cemeteries are well maintained spaces for our community. Percentage of residents who are satisfied with the look and feel of cemetery facilities in the area. Cemeteries Service Medium 61% Whether subdivision and development is going into the places that the Tauranga City Plan is expecting them to go. This helps identify whether the objectives and policies are strongly influencing development or whether there is a significant deviation from these. Percentage of building consents approved for new dwellings that will be located in the zone(s) where permitted (refer City Plan zones). SmartGrowth Development Trends Report City Planning and Growth Outcome Medium Reported increase of 97.3% to 97.9% At least 95% located in zones where it is a permitted activity. At least 95% located in zones where it is a permitted activity. At least 95% located in zones where it is a permitted activity. How responsive is to customer complaints related to the environmental monitoring function. Percentage of monitoring complaints responded to within 24 hours. This will be broken down into the types of complaints eg noise, liquor etc. Environmental Monitoring Service High Not d Not d 95% of complaints are responded to within 24 hours. 95% of complaints are responded to within 24 hours. Perception of provision of marine recreation opportunities eg boat ramps Percentage of residents satisfied with accessibility to boat ramps and associated parking in Tauranga. Perceptions Survey Marine Facilities Service Medium 84% PERFORMANCE MEASURES 129

18 What the tells us Performance Data source The average amount of waste that each person sends to landfill each year and the effectiveness of waste minimisation programmes. Average amount of waste sent to landfill per capita/ per annum. Solid Waste Outcome Medium 454kg/capita/ annum 410kg/capita/ annum (reflects 13/14, not actuals) Decreasing (more specific to be identified following review of Waste Management and Minimisation Plan) Decreasing Quality of all residential rubbish collection services. Percentage of residents that are satisfied with what happens on rubbish collection day including all collections on that day, and the state of the street afterwards. Perceptions Survey Solid Waste Outcome Low 84% 80% Progress to improve the condition and safety of coastal structures and protection of public land from erosion. Total number of coastal structures that require upgrade or reconstruction within the Parks and Recreation activity, and remaining structures with a useful life of zero. Parks and Recreation Service High Not d 67 structures require upgrade or reconstruction, and 14 structures have a remaining life of zero. Decreasing Decreasing A of the level of building related activity within the city underpinning the development of the built environment in Tauranga. Volume of building consent applications processed. Building Services Outcome Low 2076 building consent applications processed. No identified 130 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

19 What the tells us Performance Data source A of the ability to deliver technical advice and decisions efficiently and within legislative timeframes, to support the development of the built environment in Tauranga. Percentage of building consent applications processed within statutory timeframes. Building Services Service High Reported for PIM and building consents 65% (increased to 85% from Jan June 2014) 100% compliance with statutory timeframes. 100% compliance with statutory timeframes. 100% compliance with statutory timeframes. A of the ability to deliver excellent customer service with regards to technical advice and decisions to support applications for building consents. Customer satisfaction with building services experience. annual customer survey of users Building Services Outcome High 86% 80% A of the ability to deliver technical advice and decisions efficiently and within legislative timeframes, to support the development of the built environment in Tauranga. The turnaround time for carrying out building inspections. Building Services Service High Not d Not d Within 48 hours of request. Within 48 hours of request. The community can expect us to ensure consenting outcomes are delivered efficiently and within our statutory requirements. Percentage of resource consent applications processed within statutory timeframes (including Section 223 certification). Environmental Planning Service High 99% statutory compliance 98% of resource consents (including s223 certification) are processed within statutory timeframes. 100% of resource consents (including s223 certification) are processed within statutory timeframes. 100% of resource consents (including s223 certification) are processed within statutory timeframes. The extent to which occupancy of Elder Housing units is maximised. Percentage of occupancy of Elder Housing units. Elder Housing Service High Not d Not d Average annual occupancy rate of 98%. Average annual occupancy rate of 98%. PERFORMANCE MEASURES 131

20 MANDATORY MEASURES What the tells us Performance Data source System Adequacy The effectiveness of the stormwater system in providing an appropriate level of protection. The number of flooding events, and the associated number of habitable floors affected per 1000 properties. Habitable floor refers to a floor of a building (including a basement) but does not include ancillary structures such as stand-alone garden sheds or garages. This includes residential, commercial and industrial buildings A flooding event means an overflow of stormwater from the stormwater system that enters a habitable floor. Stormwater Outcome Low 9 confirmed reports received regarding flooded dwellings Note was no. of residential buildings that were flooded and number and degree of flood events that happened during the year. 0 No for number of flooding events. Less than 1 habitable floor affected per 1000 properties in Tauranga per annum. No for number of flooding events. Less than 1 habitable floor affected per 1000 properties in Tauranga per annum. Response to stormwater system issues How quickly attends to problems with its stormwater system. The median response time to attend a flooding event, d from the time that Tauranga City receives notification to the time that service personnel reach the site. Stormwater Service High 49 minutes Not identified Target time to get to site 60 minutes Target time to resolve the problem 8 hours Target time to get to site 60 minutes Target time to resolve the problem 8 hours 132 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

21 What the tells us Performance Data source Customer satisfaction Provides information on issues with the stormwater system and on how satisfied customers are with the way in which responds to requests to fix problems. The number of complaints received about the performance of the stormwater network per 1000 properties connected to Tauranga City s stormwater network. Stormwater Service Medium 2.8 complaints per 1000 properties Not identified Less than or equal to 2 per 1000 properties Less than or equal to 2 per 1000 properties Management of Environmental Impacts Provides information on the extent to which is meeting resource consent requirements to prevent harm to the environment. s stormwater compliance with resource consents for discharge from its stormwater system d by the number of: a) Abatement notices; and b) Infringement notices; and c) Enforcement orders; Stormwater Service High a. 0 b. 0 c. 0 d. 0 Not identified abatement notices = 0 infringement notices = 0 enforcement orders = 0 abatement notices = 0 infringement notices = 0 enforcement orders = 0 d) Successful prosecutions received in relation to those resource consents successful prosecutions = 0 successful prosecutions = 0 (all enforcement actions) = 0 (all enforcement actions) = 0 PERFORMANCE MEASURES 133

22 What the tells us Performance Data source Maintenance and Renewal Major flood protection and control works are those works that meet two or more of the following four criteria: Stormwater Service The major flood protection and control works that are maintained, repaired and renewed to a safe operating standard. a) Operating expenditure of more than $250,000 in any one year; b) Capital expenditure of more than $1 million in any one year; does not have any major flood protection and control works so will not be able to report against this. c) Scheme asset replacement value of more than $10 million; and d) Directly benefitting a population of 5,000 or over. System Adequacy The extent to which the sewerage system is adequate and is being maintained sufficiently to ensure it remains adequate. The number of dry weather sewerage overflows from s sewerage system, expressed per 1000 sewerage connections to that sewerage system. Wastewater Service High 0.14 per 1000 properties Not identified dry weather sewerage overflows 2 per 1000 connections A dry weather sewerage overflow is defined by as being if the rainfall in the preceding 24hours was less than 10mm. dry weather sewerage overflows 2 per 1000 connections A dry weather sewerage overflow is defined by as being if the rainfall in the preceding 24hours was less than 10mm. 134 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

23 What the tells us Performance Data source Management of environmental impacts The extent to which the sewerage system is being managed so that it does not unduly impact on the environment. Compliance with s resource consents for discharge from its sewerage system d by the number of: a) abatement notices; b) infringement notices; c) enforcement orders; and d) convictions, received by in relation those resource consents. Wastewater Service High a. 0 b. 0 c. 0 d. 0 Not identified abatement notices = 0 infringement notices = 0 enforcement orders = 0 successful prosecutions = 0 abatement notices = 0 infringement notices = 0 enforcement orders = 0 successful prosecutions = 0 (all enforcement actions) = 0 (all enforcement actions) = 0 PERFORMANCE MEASURES 135

24 What the tells us Performance Data source Response to sewerage system faults The extent to which the sewerage system is being managed so that it does not unduly impact on the environment, and The extent to which provides a timely response if there is a problem. Where attends to sewerage overflows resulting from a blockage or other fault in s sewerage system, the following median response times d: attendance time: from the time that receives notification to the time that service personnel reach the site; and resolution time: from the time that receives notification to the time that service personnel confirm resolution of the blockage or other fault. Wastewater Service High 96% of the time contractors were on site within one hour notification of blockage or overflow (median response time of 37.8 minutes). 96% of the time wastewater services were restored within eight hours (median response time of 2.68 hours) 95% of the time contractors are on site within one hour notification of blockage or overflow. 95% of the time wastewater services will be restored within eight hours. Target time to get to site 60 minutes. Target time to resolve the problem 8 hours. Target time to get to site 60 minutes. Target time to resolve the problem 8 hours. Customer satisfaction The extent to which provides a timely response if there is a problem. The total number of complaints received by about any of the following: a) sewage odour; b) sewerage system faults; c) sewerage system blockages; and Wastewater Service Medium a b c d. 3.1/1000 Not identified Target number of complaints per 1000 connections 10 Target number of complaints per 1000 connections 10 d) the s response to issues with its sewerage system, expressed per 1000 connections to the s sewerage system. 136 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

25 What the tells us Performance Data source Safety of drinking water Compliance with drinkingwater standards The extent to which s drinking water supply complies with: a) part 4 of the drinking-water standards (bacteria compliance criteria); and b) part 5 of the drinking-water standards (protozoal compliance criteria). National Water Information New Zealand database (Ministry of Health) Water Service High No identified No identified Bacteriological Compliance 100% compliance Protozoa Compliance 100% compliance Bacteriological Compliance 100% compliance Protozoa Compliance - 100% compliance Maintenance of the reticulation network The extent to which the water reticulation network is being maintained to a standard that ensures safe water is available to customers. The percentage of real water loss from s networked reticulation system. Water losses includes real losses through leaks in the network and apparent losses through metering inaccuracies or water theft. This does not include unauthorised consumption. Water Service Medium 14% and 89 litres per connection per day No more than 15% (of total production) and no more than 100 litres per connection per day Real water loss from s networked reticulation system 15% or 100 litres per connection (household or business) per day Real water loss from s networked reticulation system 15% or 100 litres per connection (household or business) per day PERFORMANCE MEASURES 137

26 What the tells us Performance Data source Fault response times The extent to which provides a timely response to problems with the water supply. Where attends a call-out in response to a fault or unplanned interruption to its networked reticulation system, the following median response times are d: a) attendance for urgent call-outs: from the time that the receives notification to the time that service personnel reach the site; b) resolution of urgent call-outs: from the time that the receives notification to the time that service personnel confirm resolution of the fault or interruption; c) attendance for non-urgent call-outs: from the time that the receives notification to the time that service personnel reach the site; and d) resolution of non-urgent call-outs: from the time that the receives notification to the time that service personnel confirm resolution of the fault or interruption. Water Service High 97% compliance with a) and b) c) and d) not separated out 95% for a) and b) c) and d) not separated out a) Target response to an urgent callout 60 minutes. b) Target to resolve an urgent callout 8 hours. c) Target to respond to a non-urgent callout 18 hours. d) Target to resolve a nonurgent callout 3 days An urgent call-out is one that leads to a complete loss of supply of drinking water. A non-urgent call-out is one where there is still a supply of drinking water. a) Target response to an urgent callout 60 minutes. b) Target to resolve an urgent callout 8 hours. c) Target to respond to a non-urgent callout 18 hours. d) Target to resolve a nonurgent callout 3 days An urgent call-out is one that leads to a complete loss of supply of drinking water. A non-urgent call-out is one where there is still a supply of drinking water. 138 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

27 What the tells us Performance Data source Customer satisfaction The extent to which customers are satisfied with the service provided with both the operation of the service itself and how deals with complaints about the service. The total number of complaints received by about any of the following: a) drinking water clarity; b) drinking water taste; c) drinking water odour; d) drinking water pressure or flow; e) continuity of supply; and the local authority s response to any of these issues, expressed per 1000 connections to the local authority s networked reticulation system. Water Service Medium Not identified Not identified complaints 10 complaints per 1000 connections complaints 10 complaints per 1000 connections Demand management The extent to which the water supply system is being managed to ensure demand does not outstrip the available capacity. The average consumption of drinking water per day per resident within the city. The average consumption per person per household connection per year: a) Total b) Domestic use, and Water Outcome Low Not identified Not identified Normal demand 270 litres/person/ day Water Outcome Low a) 224.4m 3 /yr b) c) Decreasing or maintaining Decreasing or maintaining Normal demand 270 litres/person/ day Decreasing or maintaining c) Commercial/industrial use This is not a mandatory. Road condition To provide an indication of the condition of the sealed road network. The average quality of ride on the sealed local road network, d by smooth travel exposure. Transportation Service High Not identified 91% of vehicles travel on smooth roads. Maintain Maintain PERFORMANCE MEASURES 139

28 What the tells us Performance Data source Road Maintenance To provide information on how well is maintaining the road network assets and meeting renewal s set out in the asset management plan. The percentage of the sealed local road network that is resurfaced. Transportation Service High Not identified 4.4% per annum Maintain Maintain Footpath levels of service To demonstrate s level of service related to the surface condition of the footpaths in the network. The percentage of footpaths that fall within the level of service standard for the condition of footpaths set out in the asset management plan. Transportation Service High Not identified To be established To be established To be established Response to service requests To demonstrate the ability of to respond formally to requests from the community relating to the road network. The percentage of customer service requests relating to roads and footpaths responded with within the timeframes specified by for each relevant contract (noting that the timeframes vary across contracts). Transportation Service High Not identified 100% response rate 100% response rate 100% response rate 140 SUPPORTING DOCUMENTATION FOR THE PROPOSED LONG TERM PLAN

29 What the tells us Performance Data source Level of safety for people moving around the city The of the number of injuries and fatalities recognises the public s interest in the safety of roads. The is intended to provide information for members of the public on trends in road safety in their area. The number of people that were injured or killed in crashes across the city (cyclists, pedestrians, vehicle occupants), and the change from the previous year. NZTA Transportation Outcome Low 27 pedestrians 22 cyclists 125 vehicle occupants Decreasing Decreasing Decreasing PERFORMANCE MEASURES 141