Our
performance
We provide more than 150 services to our community.
In 2020-21, these included:
We provide more than 150 services to our community.
In 2020-21, these included:
planning permit applications received
meals delivered
kilometres of streets swept
trees planted*
visitors to our libraries**
total attendance at Active Merri-bek facilities***
dogs and cats registered
tonnes of commingled recycling collected
tonnes of food and garden waste collected
of waste diverted from landfill
immunisations
We have more information about how COVID-19 restrictions affected our services in our COVID-19 section.
We have more information about how COVID-19 restrictions affected our services in our COVID-19 section.
* Tree planting fell by 43% compared with 2019-20 due to COVID-19 lockdowns and restrictions. Tree planting was not a permitted activity.
** COVID-19 restrictions led to only 10 weeks of normal operation all year. Forced closures and restrictions led to a 67% decrease in library attendance in 2020-21.
*** Attendances and memberships were affected by repeated closures of our venues and ongoing capacity restrictions.
** COVID-19 restrictions led to only 10 weeks of normal operation all year. Forced closures and restrictions led to a 67% decrease in library attendance in 2020-21.
*** Attendances and memberships were affected by repeated closures of our venues and ongoing capacity restrictions.
Community
satisfaction
Every year we ask our community how they feel about our services. This is our Community Satisfaction Survey.
In 2021, there was an increase in the community satisfaction score across most service areas.
We achieved an index score of 64 out of 100. This was 3 points higher than the previous year (2020).
A higher score (closer to 100) is better than a lower one.
-
61
index score in 2020
-
-
64
index score in 2021
When we asked local people about the direction of our performance:
18%
said our performance
had got better67%
said our performance
had stayed the same
10%
said our performance
had got worse.5%
did not give an answer
The community rated a variety of our services highly. These included:
-
library services (77 out of 100) -
supporting the diversity of the Merri-bek community (73) -
customer service (71) -
recreational facilities (70).
Libraries and supporting diversity have been our top-performing service areas over the past 3 years.
Most areas saw improved scores. Those with the greatest increases were:
-
2020
-
2021
-
49
-
58
- traffic management
-
45
-
-
52
- parking facilities
-
45
-
-
52
- planning for population growth
We asked our community to score the importance of different services. The most important were:
-
waste management (84 out of 100) -
decisions made in the interest of the community (82) -
support services for older people (81) -
condition of sealed local roads (78)
We will keep asking our community how they feel about the services we provide. We use this information to improve our work.
We also asked residents how happy they were with our customer service. Customer Service Benchmarking Australia found satisfaction had increased.
overall satisfaction in 2020
overall satisfaction in 2021
Our objectives
Here you can find out about what we did during 2020-21 and the results for the community.
Our performance for 2020-21 was 83% completion of service plan actions. This was up from 80% for 2019-20.
Our actions were guided by our Council Plan 2017-21. This plan was based on our vision for Merri-bek.
Use the links below to learn more about our 3 strategic objectives:
Strategic objective 1:
Connected community
How we connected our community
Strategic objective 2:
Progressive city
How we built a progressive Merri-bek
Strategic objective 3:
Responsible council
How we managed our resources
Our vision
Merri-bek will be known for its proud diversity and for being a connected, progressive and sustainable city in which to live, work and play.
This is how our 2020-21 budget was split across our 3 strategic objectives:
-
49%
Progressive city -
18%
Connected community -
33%
Responsible council
There are a lot of rules around how any council talks about its performance. And about how we plan for the future.
We have provided some background to help you understand these rules.
How we plan