Description: Maranoa Logo Process

 

ATTACHMENTS Paper

 

General Meeting

 

Wednesday 11 June 2014

 

Roma Administration Centre

 

NOTICE OF MEETING

 

Date: 6 June 2014

 

Mayor:                                                   Councillor R S Loughnan

 

Deputy Mayor:                                        Councillor W S Wason

Councillors:                                            Councillor J L Chambers

                                                              Councillor R J Denton

                                                              Councillor P J Flynn

                                                              Councillor W M Newman

                                                              Councillor C J O’Neil

                                                              Councillor M L Price

                                                              Councillor D J Schefe

 

Chief Executive Officer:                          Ms Julie Reitano

 

Senior Management:                               Mr Cameron Castles (Director - Infrastructure Services)

                                                              Mr Rob Hayward (Director - Development, Facilities & Environmental Services)

                                                              Ms Sharon Frank (Director - Corporate, Community & Commercial Services)

 

Officers:                                                 Ms Jane Frith (Coordinator - Corporate Communications)

 

Please find attached agenda for the General Meeting to be held at the Roma Administration Centre on June 11, 2014 at 9.00am.

Julie Reitano

Chief Executive Officer

 


Maranoa Regional Council

    

General Meeting -  11 June 2014

TABLE OF CONTENTS

Item       Subject

No

 

Reports  

 

12.1       Alternate Access - Nellybri & Overstone Roads

              Attachment 1:        Notes from Site Discussions Dec 2013................................................ 2

              Attachment 2:        Report to Council GM 13 Feb 2013 - Capital Project for Consideration 7

 

13.1       Injune and Surat QGAP Lead Agency Agreement

              Attachment :           QGAP Lead Agency Agreement - Surat and Injune.......................... 12

 

      


Attachment 1

Notes from Site Discussions Dec 2013

 

Alternative Access, River Road to Overstone Road – Community Feedback

 

 

Respondent

Support

Denis & Anthea Itzstein and family

Against

Roger & Sandra Schwennesen

For

George & Joan Schwennesen

For

David & Anne McKillop

For

 

 

From: ditzstein@bigpond.com

Subject: Overstone/Nellybri - road proposal

 

We write in response following ‘The Anthill’ meeting on the 5th of December 2013. We are in opposition to the construction of a road from Nellybri Rd through ‘Nellybri’ and ‘Overstone’ to Overstone Rd.

 

We attended a Warroo Shire Council convened meeting in December 2007 for the same issue. At that meeting, council unanimously resolved to construct Nellybri Rd to provide access following the closure of the Russell Park Rd. Only two families, one of which is now not supportive, committed to using the Overstone alternative. Council decided the cost of construction for limited use was not warranted.

 

Our family continues to be opposed to the construction of a road along our southern boundary for a number of reasons. We have a public road, Overstone Rd dissecting our property. The road runs past our front door. We put our house in this position in 1987 when the road was a two wheeled dirt track with gates and 1 – 2 cars per week. Overstone Rd was gravelled in 1993 and we bore the cost of 3 grids. Traffic has increased considerably, particularly at present with CSG activity.

 

The construction of a second public road through our property would give us no benefits at all. It would pass approximately 1 kilometre from our back gate. We would be caught in a triangle of dusty gravel roads. To fence out the area would cost approximately $15,000 in materials alone, not taking into account the cost of grids. At present our internal fencing is across the gazetted area joining onto our neighbour’s boundary. Shade lines and water courses benefit the grazing of our cattle in that vicinity. Having to change watering points etc would be another expense on top of what has already been mentioned.

 

Security of our property is also a concern. We would have no control over who could come onto our property. Shooters are an issue in our area. This is not the rural lifestyle we wish to be living. We value our privacy and security and don’t want this compromised.

 

We have had parthenium introduced to our property by CSG activity in recent years. 250 hectares is currently infested. It is time consuming and expensive to eradicate/control. One particular spot of concern is in a table drain where a seismic line crossed Overstone Rd. It is a real concern, not just for us, if parthenium is spread by passing traffic. A second road increases that spread possibility in another direction.

We have been told by the construction company working for QGC that an 11 km gravel road to a well site in Pialaway is under construction, and that it is to be continued for another 4 kms to Ennis & Dorinda  Schwennesen’s home. This includes 17 grids, so from this information, access for this couple to Overstone Rd sounds secure.

 

After 21 years of school bus travel for our children to Surat and dealing with Queensland Transport in relation to bus routes, the idea of a bus run coming off Surat Development Rd onto many kilometres of gravel for relatively small numbers of children, would be extremely unlikely. If this route is affected by flooding, it is not a feasible idea anyway.

 

In discussion immediately following the recent meeting, one gentleman on the River Rd admitted that he had two weeks of wet weather interruption to travel, but in dry times he would not access the new road, were it to go ahead, as he had two other more convenient routes. He also agreed that we choose to live where we live, and that in rural areas inconveniences occur. He was not keen for his children to travel on a windy gravel bus route.

 

We avoided personal ‘attacks’ at the Anthill meeting. At times it was hard to ‘bite our tongues’, especially when a number of people attending and speaking are not directly affected by the road construction. Genuine reasons for the road construction V cost of construction of the road for council are very much lacking. The lack of consideration for the costs to be borne by the owner families of the two directly affected properties was also very evident.

 

Thankyou for the opportunity to give our opinion, and hope for a satisfactory long term resolution. We also hope that road alignment issues can be addressed so that other property owners do not have to endure the uncertainty (at times stressful) and expense that can be associated with these issues. It creates division amongst neighbours and within communities.

 

Yours sincerely,

Denis & Anthea Itzstein and family.

 

From: Roger & Sandra Schwennesen schwennesen@bordernet.com.au
Subject: Re: Alternative Access, River Road to Overstone Road

 

Dear Michael,

Thanks for coming down to the road meeting the other day.

It was good to see quite a few people had made the effort to come & support the new road.

Obviously we are in support of the new road & would like to be able to offer some contibution (labour/machinery) toward getting this project approved & finished.

We look forward to helping in this matter,

Regards

Roger

Roger & Sandra Schwennesen

 

From: George Schwennesen  schwenno1@bigpond.com
Subject: River Road

The River Road is an important road is it serves what is probably the former Warroo Shire's most highly productive area. Opening access between the eastern section of rhe River Rd. and the Surat Developmental Rd. would result in big cost savings by reducing the distance moved for transport of grain, livestock and machinery (headers, sprayers etc.).  Also, apart from financial benefits, there is a social,and safety aspect to opening up this alternative access road that can not get cut by flooding. These roads, including the one through "Russell Park", were actually all open when my family came to Queensland in 1909.  Another consideration, not mentioned at the meeting, is the fact that the River Rd is a twice weekly mail route. The mail used to come as far as Telgazlie on the Glenmorgan road, then use the loop through Russell Pk and back along the River Rd. The mail now has to drive 24 kms back from the Telgazlie turnoff to "Cooraki" then drive all the way in and back on the River Rd. I don't have exact distances but, even at a very conservative estimate of 30 kms, it represents 3,000 wasted kms a year. The River Rd actually used to pass the saw mill then through "Bymount" when I came on council but it used to get cut by wet weather and flooding so frequently we moved it to it's present location starting near "Cooraki" then joining up with the old road at "Rockton". Council has an obligation to provide all weather mail routes.

 I forget the actual figure but note you said the proposed road would cost a very large sum. The inference was that this was all additional money you would have to find, so the project will always be pushed ahead into the distant future as this sort of money is never going to be available. I know, telling people something is going to be too horrendously expensive to even contemplate, is a tactic very commonly used by councillors to frighten people off a project councils don't want to be involved in, but let us look at the facts. Are you really seriously thinking of bringing in contractors to do all this road building project? If so, I agree it will cost a lot of additional money, but if you use the existing workforce and machinery it will just mean they are working there rather than elsewhere so it would largely only be a reallocation of existing funds.

 My suggestion is

 (i) Decide in council which road is going to be opened. I trust you have an engineer's report on the two options. Black soil is not trafficable during, or soon after rain, but red soil generally is, so the option with the least black soil and creek crossings would mean gravelling could be delayed for a considerable time if necessary. There are other considerations, such as which option provides the greater benefit, but my feeling was most seemed satisfied to have either option. Joining to the Overston Rd would link up more of the existing council road network but there may other be factors favouring the "Nellybri" route too.

 (ii) Advise landholders of council's decision and work with them on developing  their inkind support program that will reduce the cost of the road but not leave individual landholers with large expenditure.

eg. Landholders with 'dozers might clear the line if you provide fuel and they certainly should install the the grids or fencing if council pays for all or some of the materials.

 (iii) Form up full length of road using existing council plant and workforce. This should not represent an additional cost.

 (iv) Allow road to settle.

 (v) Examine road and decide which areas, such as watercourses and black soil, urgently require additional treatment such as gravel sheeting, water diversion etc.

 (vi) In the future continue to upgrade the road in the most needy sections. Again, you would be using council labour and plant, so it the additional cost would only be for purchase of gravel.  

 The fact that someone once stopped their car on the Overston Rd and tried to catch a pig does not constitute a reason why a road should not be built. The landholders have the full use of the road areas within their properties and don't pay rates or rent on them, which they don't complain about, but they surely must be aware this is public land that can be opened up for it's gazetted purpose at any time. We have three well used roads passing through "Telgazlie" and these don't worry us.

 Regards

George Schwennesen

  

George & Joan Schwennesen

"Telgazlie"

Surat

Qld          4417

 

 

 

From: Anne andamac4@bigpond.com
Subject: RE: Alternative Access east of Surat from River Road

 My husband and I believe that an alternative road would be merited as when the Condamine River and Yuleba Creek are in flood – although of course major flooding can impact even on this alternative road - it would allow residents around the area a quicker access to Surat. As it stands, if the river or creek are up then residents either have to travel right up Schwennesen’s Road to Glenmorgan then along the Surat Developmental Road or they have to travel up Overstone Road and through Murilla South to Surat Developmental Road to get to Surat. But even without bringing flooding into the equation, the alternative road would be merited.

 Should the alternative access road be built it will cut quite a number of kilometres from the trip and also a saving in time travelled, which equates to a lesser cost in fuel and wear and tear on vehicles. Also, should a person be ill or injured, it would mean that medical attention can be accessed quicker.

And of course, it works in reverse for those wanting to travel out to that area, whether for work or to visit friends and relatives.

 Regards

David & Anne McKillop

Surat Qld 4417

Ph: 0439 655 395

 

 


Attachment 2

Report to Council GM 13 Feb 2013 - Capital Project for Consideration

 

Officer Report

Meeting: General  13 February 2013

Date: 1 February 2013

Item Number: 13.2

File Number: D13/4216

 


Subject Heading:                     Capital Project - New Road Linking Nellybri Road and Overstone Road

Classification:                                   Open Access  

Name of Applicant:                          N/A

Location:                                            N/A

Author & Officer’s Title:                 Kym Downey, (Acting) Manager Asset & Design Services

 


 

Executive Summary: 

Council have received several requests to construct a public road to link Nellybri Road and Overstone Road

 

 


 

Officer’s Recommendation: 

Council considers the inclusion of this project in future budget deliberations.

 

 


Body of Report:

Council has been approached by various landholders, through various means, with requests to construct a road from Nellybri Road to Overstone Road.

If constructed, this road would provide the surrounding landholders with a shorter access to the nearest school bus route, an alternate access route to grain depots in Surat and to the south and may improve access to and from properties during periods of rain and flooding. 

It has been proposed that the road could be constructed in an existing road reserve which links the two roads (Refer map).  The proposed location has been inspected by Council’s Senior Overseer who found that the northern section of the road reserve has poor natural drainage and will require additional works / infrastructure to ensure the required flood immunity is met.  An alternate location for this section was found to the east of the road reserve.  This option would reduce the length of the new road by approximately 0.300 kilometres but would require the opening of a road reserve over the subject area.

Costing details are provided for both options.

 

 

 

Road Details:

Option 1

Length:

9.1

kilometres

 

 

 

Properties accessed:

> 5

 

 

Traffic:

10 - 99 VPD

 

 

Class:

Rural Access

 

 

Standards

Adopted:

Rural Access

 

Gravel pavement

4

m wide

 

 

Formation

8

m wide

 

 

Flood immunity

2

year ARI

 

 

 

 

Current:

Not Applicable

 

Gravel pavement

 

m wide

 -

0.000

km

Formation

 

m wide

 -

0.000

km

Flood immunity

 

year ARI

 

 

 

 

 

 

Proposed:

Rural Access

 

Gravel pavement

4

m wide

 -

9.100

km

Formation

8

m wide

 -

9.100

km

Flood immunity

2

year ARI

 

 

 

Associated Costs

Construction

9.100

kilometres of

8

 m wide

Formation

$37,000.00

  / km =

$336,700.00

9.100

kilometres of

4

 m wide

Gravel pavement

$40,000.00

  / km =

$364,000.00

 TOTAL

$700,700.00

Whole of Life

Current:

Light maintenance grade

1 per 18 months

$0.00 

pa

Capital renewal

$0.00

pa

Total

$0.00 

pa

Proposed:

Light maintenance grade

1 per 18 months

$3,797.73

pa

Capital renewal

$4,120.48

pa

Total

$7,918.21

pa

Variation:

An annual increase of

$7,918.21

pa

 

 

 

Road Details:

Option 2

Length:

8.8

kilometres

Properties accessed:

> 5

Traffic:

10 - 99 VPD

Class:

Rural Access

Standards

Adopted:

Rural Access

 

Gravel pavement

4

m wide

Formation

8

m wide

Flood immunity

2

year ARI

Current:

Not Applicable

 

Gravel pavement

m wide

 -

0.000

km

Formation

m wide

 -

0.000

km

Flood immunity

year ARI

Proposed:

Rural Access

 

Gravel pavement

4

m wide

 -

8.800

km

Formation

8

m wide

 -

8.800

km

Flood immunity

2

year ARI

Associated Costs

Construction

8.800

kilometres of

8

 m wide

Formation

$37,000.00

  / km =

$325,600.00

8.800

kilometres of

4

 m wide

Gravel pavement

$40,000.00

  / km =

$352,000.00

 TOTAL

$677,600.00

Whole of Life

Current:

Light maintenance grade

1 per 18 months

$0.00

pa

Capital renewal

$0.00

pa

Total

$0.00

pa

Proposed:

Light maintenance grade

1 per 18 months

$3,672.53

pa

Capital renewal

$3,984.64

pa

Total

$7,657.17

pa

Variation:

An annual increase of

$7,657.17

pa

 

 

Mr Jeff Ferrier has advised council officers that he is willing to assist in the construction of this road by completing works associated with clearing and grubbing of the alignment and winning of the gravel material required.  The value of this work / contribution is estimated to be in the order of $60,000.00 - $70,000.00.  This potential contribution has not been included in the construction cost estimates above.

 

Council may also consider the option of constructing formation only and progressively upgrading to a paved surface over a number of years as funds are available.  The capital cost for formation works only (excluding drainage improvement) are in the order of $325,000 - $340,000, depending on road length.  Gravel pavement upgrade works are valued at $40,000 per kilometre (as calculated from current asset revaluation rates).

 

 

Consultation (internal/external):

Mr Jeff Ferrier

Senior Overseer

Director of Infrastructure Services – Barry Omundson

Director of Infrastructure Services (Acting) – Michael Parker

Risk Assessment (Legal, Financial, Political etc.):

Nil

Policy Implications:

Local Government Act 2009 requires that all disbursements have been provided for in the local government’s budget for the financial year.

 

As this project has not been included in the current budget or works program, funds will need to be allocated prior to the project commencing.

 

Financial Resource Implications:

Capital cost of $607,600.00 - $700,700.00; increase in annual renewal cost of $7,657.00 - $7,918.00 (depending on option and contribution).

 

 


Link to Corporate Plan:

Corporate Plan 2009-2013 8.5.1(a) To provide professional and technical engineering advice and support for Council in an effective and timely
manner.

Supporting Documentation:

1

Finishing the Access to the Surat Development Road - Roger & Sandra Schwennesen

D13/5117

2

Request for payment access to Surat Development Road from Nellybri Road - Ennis & Dorinda Schwennesen

D13/5118

3

FW: Proposed Nellybri, Overstone, Cooma Road

D13/5209

4

FW: PROPOSED ROAD - linking Nellybri Rd - Duncan & Kate Ferrier

D13/5212

5

Building road via Nellybri eastwards towards Glenmorgan - Elaine Ferrier

D13/5213

 

Report authorised by:

Barry Omundson, Director - Infrastructure Services


Attachment 1

QGAP Lead Agency Agreement - Surat and Injune

 

 

 

 

 

 

LEAD AGENCY AGREEMENT

 

 

 

 

BETWEEN

 

 

 

 

STATE OF QUEENSLAND THROUGH THE DEPARTMENT OF PUBLIC WORKS AND SMART SERVICE QUEENSLAND

 

 

 

 

AND

 

 

 

 

MARANOA REGIONAL COUNCIL

(Injune and Surat QGAP)

 

 

2011 – 2014

 

 
 


Smart Service Queensland

 

 

 

 

Version 1.2

 

TABLE OF CONTENTS

 

BACKGROUND.. 1

1... DEFINITIONS AND INTERPRETATION. 1

2... TERM.. 2

3... APPOINTMENT OF LEAD AGENCY. 3

4... REVENUES TO BE HELD IN TRUST. 3

5... GOVERNMENT AGENTS. 3

6... LEAD AGENCY TO COMPLY WITH DIRECTIONS OF SSQ.. 3

7... COMPUTER & GENERAL OFFICE EQUIPMENT. 4

8... INFORMATION AND SERVICE REFERRALS. 5

9... SERVICE STANDARDS REQUIRED.. 5

10. ACCOMMODATION STANDARDS. 5

11. ROLE OF SSQ.. 5

12. MONITORING OF SERVICES AND STANDARDS. 6

13. RESOLVING ISSUES. 7

14. FUNDING ARRANGEMENTS. 7

15. NEW SERVICES DEVELOPMENT. 8

16. PUBLIC INFORMATION AND MARKETING.. 8

17. TRAINING.. 9

18. WORKING TOGETHER TO DEVELOP QGAP. 9

19. PRIVACY AND DISCLOSURE OF PERSONAL INFORMATION. 10

20. HANDLING OF PRIVACY COMPLAINTS. 11

21. NOTICES. 11

22. INSURANCE. 11

23. COMPLIANCE WITH LAWS. 12

24. TERMINATION AND DEFAULT. 12

25. DISPUTE RESOLUTION. 13

26. TRANSFER/SUBCONTRACT. 13

27. ENTIRE AGREEMENT. 13

28. VARIATION OF AGREEMENT. 13

29. SEVERABILITY. 13

30. APPLICABLE LAW.. 14

31. WAIVER. 14

32. CONFIDENTIALITY. 14

33. INDEMNITY. 14

34. CLAUSES TO SURVIVE TERMINATION. 14

SCHEDULE 1. 16

SCHEDULE 2. 17

SCHEDULE 3  21


Attachment 1

QGAP Lead Agency Agreement - Surat and Injune

 

THIS AGREEMENT is made:

 

 

BETWEEN

 

STATE OF QUEENSLAND through the Department of Public Works and

Smart Service Queensland (SSQ).

 

 

AND

 

Maranoa Regional Council, PO Box 42 MITHCHELL QLD 4465

 

 

BACKGROUND

 

A)        SSQ is responsible for the co-ordination of QGAP. QGAP is designed from a whole-of-Government perspective. Individual QGAP sites provide a broad cross-section of government services from processing transactions to accessing information from all departments on behalf of local residents.

 

B)        The Lead Agency has agreed to operate the QGAP sites set out in Schedule 1. The Lead Agency will be the principal representative of the Queensland Government in its QGAP site/s for the Service Agencies.

 

C)        The Lead Agency acknowledges that a QGAP site is provided principally for the benefit of the local community.  In servicing their needs, the Lead Agency will act on behalf of all Service Agencies without favour ensuring the needs of the community are met in line with adopted client service standards.

 

D)        The Lead Agency has agreed to act as the agent of SSQ on the terms and conditions contained in this Agreement.

 

 

AGREED TERMS:

 

1          DEFINITIONS AND INTERPRETATION

 

In this Agreement the following definitions apply:

 

Agreement” means this Agreement, and includes any Schedules or attachments to this Agreement;

 

“QGAP” means the Queensland Government Agent Program;

 

“SSQ” means Smart Service Queensland as the coordinating organisation for QGAP operations across the state of Queensland;

 

“Lead Agency” means the government department or organisation that is undertaking to operate the QGAP office/s in specific location/s;

 

“Community” means the resident of the town where the QGAP office is located;

                                                                                                  

“Computer Equipment” means any computers, printers, software, and related infrastructure used for delivery of the Services;

 

“Document” means any documents lodged by customers with the Lead Agency or produced in relation to the provision of the Services and any other documents required by the Financial Management Manual to be provided by the Lead Agency to the Service Agency or SSQ, and includes accountable forms system reports, bank deposits, and the like.

 

“Revenues” means the fees to be charged by the Lead Agency to customers for the Services as specified by the Service Agency;

 

“Financial Management Manual” means the Financial Management Manual for QGAP published by SSQ contained in Schedule 4;

 

“Government Agent” refers to the trained nominated person employed by the Lead Agency to operate the Queensland Government Agent office;

 

“MIS” means QGAP Management Information System;

 

“SSQ-QGAP Service Delivery Systems” means the QGAP-SSQ receipting and business management systems provided to the Lead Agency by SSQ for the purposes of this Agreement;

 

“Term” means the Term of this Agreement as set out in Item 1 of Schedule 1;

 

“QGAP site/s or Queensland Government Agent Office/s” means the sites or offices provided by the Lead Agency, at which the Services are provided;

 

“Services” mean the services to be provided by the Lead Agency through QGAP sites in accordance with this Agreement;

 

Service Agency” refers to any government department or organisation that has entered an arrangement with SSQ for the delivery of its Services via QGAP sites;

 

SSQ Funding” means funding provided to the Lead Agency under this Agreement, and includes the Lead Agency Subsidy, and additional funding provided under clauses 7 and 14 of this Agreement;

 

“Subsidy” means the sum provided by SSQ to the Lead Agency under this Agreement, in the amount as set out in Schedule 1.

 

 

2.         TERM

 

2.1       This Agreement will operate for the Term unless earlier terminated in accordance with this Agreement.

3.         APPOINTMENT OF LEAD AGENCY

 

3.1       The Lead Agency is appointed as the agent of SSQ, upon the terms and conditions of this Agreement, for the purposes of:

 

            a)         supplying the Services; and

            b)         collecting the Fees and the Documents.

 

3.2       The Lead Agency must manage all Revenues collected and all Documents created from supplying the Services in accordance with the Financial Management Manual.

 

3.3       Any monies payable pursuant to this clause and remaining unpaid by the Lead Agency constitute a debt due and payable by the Lead Agency to SSQ and may be recovered by SSQ in any court of competent jurisdiction.

 

4          REVENUES TO BE HELD IN TRUST

 

4.1       All Revenues collected by the Lead Agency are deemed, until they are remitted to SSQ in accordance with clause 3.2, to be held in trust for SSQ.

 

5          GOVERNMENT AGENTS

 

5.1       The Lead Agency must nominate a Government Agent who will operate the Queensland Government Agent office. The Lead Agency must nominate a person holding an appropriately senior and responsible position in the Lead Agency’s operation.

 

5.2       The Lead Agency must notify SSQ in writing within 7 days of the resignation or replacement of the Government Agent.

 

5.3       The Lead Agency remains responsible for the actions of its employees or agents who are nominated as Government Agents and must ensure that they comply in all respects with the requirements of this Agreement.

 

6          LEAD AGENCY TO COMPLY WITH DIRECTIONS OF SSQ

 

6.1       The Lead Agency must comply strictly at all times with the directions and instructions issued from time to time to it by SSQ in relation to the operation of QGAP and in the absence of any such directions or instructions in relation to any particular matter will not act without first seeking the instructions of SSQ.

 

6.2       Without limiting the generality of clause 6.1, the Lead Agency must:

 

a)         Provide the Services as directed by SSQ and the Service Agencies.

 

b)         Comply with the time-period requirements for notification and banking of transactions and disbursement of documentation set out in Service Agency agreements and procedures or as set out in the Financial Management Manual;

 

c)         Keep and maintain throughout the Term accurate records and books of account in respect of the delivery of the Services in accordance with the Financial Management Manual;

 

d)         Consider the viability of delivery of new Services;

 

e)         Inform SSQ if there is significant demand for a service that is not currently provided by QGAP.

 

f)          Develop and maintain a Business Continuity Plan for each of the QGAP office location under their administration.

 

 

7          COMPUTER & GENERAL OFFICE EQUIPMENT

 

7.1       SSQ will supply the Computer Equipment to the Lead Agency.

 

7.2       The Lead Agency must use, and ensure that the Government Agent uses, the SSQ-QGAP Service Delivery Systems for the delivery of the Services. 

 

7.3       SSQ will, in addition to the Subsidy, provide additional funding as set out in Schedule 1 for IT costs related to the SSQ-QGAP Service Delivery Systems. This funding is provided for the purchase costs of Computer Equipment to be used for the delivery of the Services.

 

7.4       Computer Equipment purchased by the Lead Agency with SSQ Funding for the delivery of the Services will become the property of the Lead Agency while operating the QGAP site.

 

7.5       The Lead Agency must properly and adequately maintain the Computer Equipment purchased using SSQ Funding. The cost of maintenance will be funded by SSQ, subject to the Lead Agency obtaining prior written approval from SSQ.

 

7.6       The Lead Agency must not load anything other than QGAP specific software on this Computer Equipment without the prior written approval of SSQ.

 

7.7       Computer Equipment that is no longer used by the Lead Agency for the delivery of the Services must have all QGAP software and Government information removed.

 

7.8       The replacement Computer Equipment must meet any additional specifications required by SSQ to access SSQ-QGAP Service Delivery Systems.

 

7.9       Other office equipment, that is not Computer Equipment, used in the delivery of the Services (for example photocopier, fax, cordless telephone) purchased by the Lead Agency with SSQ funding will be the property of the Lead Agency while operating the QGAP site.

 

7.10     The Lead Agency must properly and adequately maintain office equipment at its own expense.

 

7.11     The Lead Agency must provide any other equipment necessary for the proper delivery of the Services at its expense.

 

7.12     Upon the termination or expiration of this Agreement, then all equipment less than 3 years of age and purchased with SSQ Funding must be dealt with by the Lead Agency in accordance with clause 24.5.

 

8          INFORMATION AND SERVICE REFERRALS

 

8.1       If the Lead Agency receives a request for the delivery of a government service that is not included in the Services, then the Lead Agency must seek information about the government service provided by a Queensland Government department, and refer the person making the request to the relevant Government department.

 

 

9          SERVICE STANDARDS REQUIRED

 

9.1       The Lead Agency must ensure that the Services are delivered in accordance with the SSQ Customer Service Standards.

 

10        ACCOMMODATION STANDARDS

 

10.1                 The QGAP site must:

 

(a)    be sited in proximity to the local business area;

 

(b)    provide for easy access by the public, including the disabled;

 

(c)    protect customer privacy;

 

(d)    be cleaned regularly and well presented to Government standards;

 

(e)    utilise material displays which must be regularly refilled;

 

(f)    offer a comfortable and safe environment to the customer; and

 

(g)    provide reasonable security against intrusion and theft of Service Agency documents and funds.

 

11        ROLE OF SSQ

 

11.1    SSQ will develop training programs specific to QGAP such as the SSQ-QGAP Service Delivery Systems, business planning, marketing, and corporate image.

 

11.2    SSQ will maintain the List of Services on the SSQ-QGAP Service Delivery Systems.

 

11.3    SSQ will enter into agreements with the Service Agencies for the delivery of the Services through QGAP sites.

 

11.4     SSQ will be responsible for coordinating QGAP and directly managing:

 

(a)        new Services development;

 

(b)        public information and generic marketing;

 

(c)        evaluation, and

 

(d)        QGAP/Service delivery training.

 

12        MONITORING OF SERVICES AND STANDARDS

 

12.1     The Lead Agency must set up management systems to ensure that staff provide the Services in accordance with:

 

(a)        the Key Performance Indicators;

 

(b)        the Financial Management Manual; and

 

(c)        any standards specified by Service Agencies for the delivery of Services for the Service Agency, as notified in writing by SSQ to the Lead Agency. 

 

12.2     If the Lead Agency considers that a service standard problem has arisen that requires advice and support from SSQ, it will advise SSQ in writing without delay.  SSQ will provide the advice and support requested within a reasonable time of the request.

 

12.3     SSQ may monitor the compliance of the Lead Agency with service standards and operational procedures by:

 

(a)        QGAP site evaluation (advised in advance to the Lead Agency), which can include an audit of office standards, systems and processes undertaken by the Lead Agency;

 

(b)        public consultation to discuss all aspects of services provided through the Lead Agency’s QGAP site/s;

 

(c)        on-going contact with the Lead Agency, Service Agencies, and the Community;

 

(d)        reports of QGAP transaction activities undertaken at the QGAP site, gathered by the SSQ web-based service delivery systems;

 

(e)        audits of Lead Agency financial reports (to be provided as reasonably requested by SSQ), which relate to receipting and disbursements to Service Agencies; and

 

(f)        announced and unannounced audits relating to financial issues and service delivery.

 

12.4     SSQ, the Lead Agency and the Service Agencies may use information collected from MIS to monitor QGAP related activities for the QGAP site.

 

12.5     The Lead Agency must undertake audits of their QGAP operations to ensure compliance with the procedures and polices contained within the Financial Management Manual.   The Lead Agency is required to provide SSQ with all audit issues it has identified at the moderate to high risk level at its QGAP Site(s) and within 14 days of receipt of the reported issues.

 

12.6     SSQ will evaluate performance of each QGAP site with the Lead Agency and the Community.  After each evaluation, SSQ will de-brief the Lead Agency.

 

12.7     At any time, SSQ may request, and the Lead Agency must supply, information relating to the Services and service standards as well as financial details regarding current QGAP site operations.

 

12.8     The Lead Agency must permit an SSQ officer, and any other persons authorised in writing by SSQ, reasonable access to premises where records relating to Services are being held and must permit such authorised persons to inspect any such records or other material related to the delivery of QGAP Services.

 

12.9     The SSQ officer and any other person authorised by SSQ, when at the Lead Agency’s premises, must comply with all rules, directions and procedures including those relating to security and to workplace health and safety in effect at the premises or in regard to the facilities as notified by the Lead Agency or QGAP Agent.

 

13        RESOLVING ISSUES

 

13.1     If SSQ determines that there is a problem with the delivery of the Services by the Lead Agency, SSQ will advise the Lead Agency in writing of the problem. SSQ will in consultation with the Lead Agency develop an action plan to overcome the problem.  The Lead Agency must adhere to the action plan.

 

13.2     If, in the opinion of SSQ, the problem with the delivery of the Services continues, SSQ may terminate the Agreement under clause 25.

 

13.3     Upon agreement that the Lead Agency will cease delivery of QGAP Services at a particular site, all Computer Equipment and office equipment purchased using SSQ Funding that is less than 3 years old, must be returned to SSQ and will, upon appointment of another Lead Agency, be transferred to that other Lead Agency.

 

14        FUNDING ARRANGEMENTS

 

14.1     Funding of the QGAP site/s operated by the Lead Agency for the period of this Agreement will be derived from the following sources:

·      a subsidy from SSQ, as indicated in Schedule 1, and

·      service delivery fees from Service Agencies equivalent to an hourly or fixed rate as entered into the SSQ-QGAP Service Delivery Systems.

 

14.2     The Subsidy will be paid within 30 days of the Commencement Date, and thereafter will be paid annually as agreed between the parties.

 

14.3     The Lead Agency must manage normal increases in demand for the Services and costs of providing the Services within the Subsidy.

 

14.4     The Lead Agency may submit a bid to increase the Subsidy prior to the start of each financial year of the Term. If the SSQ-QGAP Service Delivery System data demonstrates an increase in the level of Services delivered, then SSQ may in its sole discretion agree to increase the amount of the Subsidy.

 

14.5     If the SSQ–QGAP Service Delivery System data demonstrates a substantial decrease in the level of Services delivered by the Lead Agency in a financial year, then SSQ may in its sole discretion decrease the amount of the Subsidy.

 

14.6     The Lead Agency must ensure that staff are aware of the QGAP Financial Management Manual, and are fully conversant with their responsibilities in accordance with the QGAP operating procedures contained within the manual.

 

14.7     Where SSQ has installed EFTPOS facilities into a QGAP site, SSQ will be responsible for all merchant fees applied to EFTPOS payments for the delivery of QGAP Services.

14.8     Where SSQ is recognised as the merchant, it will accept responsibility when a customer disputes a payment or a “chargeback” is initiated.  SSQ will make every reasonable effort to provide the financial institution with information to support a disputed payment within the relevant deadline. SSQ will then advise the Lead Agency, who must take appropriate action in accordance with section 4.2.7 of the QGAP Financial Management Manual.

 

15        NEW SERVICES DEVELOPMENT

 

15.1     SSQ will advise the Lead Agency regarding any additional services to be provided at a QGAP site and any associated service delivery matters.  If a new service is to be added, SSQ will advise the Lead Agency and, in conjunction with the Service Agency, arrange for the provision of necessary documents, forms and appropriate training.

 

15.2     Should any equipment be required to provide a specific service (eg. terminals and connection to the Service Agency system, safety or measuring equipment) the cost of providing this equipment or connectivity will be negotiated by SSQ and the Service Agency. The Service Agency will be required to maintain the equipment and pay any operating costs (eg. data communication charges).

 

16        PUBLIC INFORMATION AND MARKETING

 

16.1     SSQ will develop and implement a generic information and marketing strategy for QGAP. This will involve providing the Lead Agency with corporate image materials such as signage and displays. The costs will be paid directly by SSQ.

 

16.2     The Lead Agency must not conduct any marketing or publicity activities for QGAP without prior consultation and authorisation from SSQ.

 

 

16.3     The Lead Agency must develop a local QGAP business and marketing plan as directed by SSQ, which provides QGAP business analysis and proposed marketing initiatives for the year. SSQ will review the plans and provide a Subsidy for this purpose.

 

16.4     Subject to the approval of SSQ, the Lead Agency must spend the amount of the Subsidy designated for publicity and marketing on publicity and marketing of QGAP.   The Lead Agency is to provide SSQ with evidence that the Marketing Subsidies have been expended according to the purposes intended by the end of July of each year.

 

17            TRAINING

 

17.1                 SSQ will coordinate the training of the Government Agent in respect of:-

(a)        SSQ-QGAP Service Delivery Systems and/or procedures required to deliver the Services under this Agreement, and

 

(b)        all generic and agency specific training responsibilities and duties required in the delivery of QGAP Services (eg: Justice of the Peace and customer service standards).

 

            SSQ will also co-ordinate all initial and on-going training required regarding the matters set out in clause 15.1.

 

17.2     The Lead Agency must ensure that each employee acting as a Government Agent undertakes service delivery system and basic QGAP training as directed by SSQ from time to time in relation to the delivery of the Services, such training to take place at such times and places and in such manner as nominated by SSQ from time to time.

17.3     The cost of specific skills training co-ordinated by SSQ will be met by SSQ. These costs include:

 

(a)          travel costs (where necessary);

(b)          accommodation, meals and incidentals; and

(c)          Justice of the Peace fees, associated with the purchasing of manuals and swearing in, are to be paid by the Lead Agency in the first instance and will be reimbursed by SSQ.

 

17.4     All travel, accommodation, meals and incidental costs associated with this training will be paid in accordance with Schedule B of the Queensland Government Travel Directive No.10/06 - Domestic Travelling and Relieving Expenses. (all travel arrangements will be made through SSQ)

 

17.5     The Lead Agency must continue to pay any salary costs for the Government Agent during training and for relief staff required during such periods of training.

 

17.6     Unless otherwise agreed, the Lead Agency must ensure that relief or support staff are available and trained by the Lead Agency to ensure continuity of delivery of the Services during periods of absence or leave by the Government Agent.

 

17.7     Non-specific QGAP training in areas such as staff development, general computer usage and general office procedures not provided for in the QGAP coordinated training schedule but required by the Lead Agency as good practice in the operation of an office is the responsibility of the Lead Agency.

 

18        WORKING TOGETHER TO DEVELOP QGAP

 

18.1     The success of QGAP will largely rely on the positive working relationship that develops between the Lead Agency and SSQ. At all times, SSQ is ready to advise and support the Lead Agency in providing a high quality service to Queensland communities.

 

18.2     The relationship is intended to be one of mutual support, with the Lead Agency and SSQ working together to make the Services more effective and to be available to Queensland communities.

 

18.3     The Lead Agency and SSQ should work together to develop the potential of QGAP, including participation in training, as well as agent forums and Lead Agency meetings arranged by SSQ.

 

19        PRIVACY AND DISCLOSURE OF PERSONAL INFORMATION

 

19.1                 Personal Information

 

In this clause, “Personal Information” means information or an opinion (including information or an opinion forming part of a database)’ whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained from the information or opinion.

 

19.2     The Lead Agency must in performing its obligations under this Agreement:

 

(a)        protect Personal Information against loss, unauthorised access, use, modification or disclosure and against other misuse;

(b)        not use Personal Information other than for the purpose of performing the Services under this Agreement, unless required or authorised;

(c)        not disclose Personal Information without the written authorisation of SSQ, unless required or authorised by law;

(d)        ensure that the only Lead Agency’s authorised personnel have access to Personal Information;

(e)        immediately notify SSQ if it becomes aware that a disclosure of Personal Information is, or may be, required or authorised by law;

(f)        ensure that its employees, agents and subcontractors are aware of the Lead Agency’s obligations under this clause including, when requested by SSQ, requiring any of them to sign an undertaking in relation to Personal Information substantially in the form of this clause; and

(g)        comply with other privacy and security measures reasonably required in writing by SSQ from time to time.

 

19.3                 Indemnity for interference with an Individual’s Privacy

 

The Lead Agency indemnifies SSQ from and against any liability incurred or arising out of or in connection with a breach of this clause 20.  ‘Liability’ means liability, loss or expense, and includes any amount paid by SSQ for compensation for an interference with the privacy of an individual, for which the Lead Agency would have been otherwise liable.

 

19.4                 Return and Destruction of Personal Information

 

On the expiration or termination of this Agreement, or at any other time when requested in writing to do so by SSQ, the Lead Agency must immediately deliver to SSQ or destroy or permanently de-identify, as directed by SSQ, all forms of Personal Information in the Lead Agency’s custody or control that relate to the Services, including but not limited to information contained in any documents, files, computer system or any other media whatsoever.

 

20        HANDLING OF PRIVACY COMPLAINTS

 

20.1     The parties must handle any complaint alleging an interference with the privacy of an individual in accordance with the following procedure:

 

(a)        Where SSQ receives a complaint alleging an interference with the privacy of an individual by the Lead Agency or by the Lead Agency’s employees, agents or subcontractors, SSQ will notify the Lead Agency and provide the Lead Agency with only details of the complaint as necessary to minimise any breach or prevent further breaches;

 

(b)        Where the Lead Agency receives a complaint alleging an interference with the privacy of an individual by the Lead Agency or by the Lead Agency’s employees, agents or subcontractors, the Lead Agency must immediately notify SSQ of such complaint by giving only details of the complaint as necessary to minimise any breach or prevent further breaches;

 

(c)        After notice has been given in accordance with paragraph (a) or (b), the Lead Agency must provide SSQ with all necessary information, documents and assistance reasonably required by SSQ and SSQ may at its sole discretion investigate and handle such complaint;

 

(d)        Each party must keep the other party informed of the progress of the complaint; and

 

(e)        SSQ must give the Lead Agency 7 days written notice of SSQ’s intention to assume a liability for any complaint.

 

21      NOTICES

 

21.1     Notices under this Agreement may be given at the addresses of the parties set out in Schedule 1, or as may be notified by the parties from time to time.

 

22      INSURANCE

 

22.1     The Lead Agency must take out and maintain for the term of this Agreement:

 

(a)        A Public Liability Insurance Policy in respect of each QGAP site, for the amount set out in Schedule 1, and

 

(b)        Workers’ compensation insurance in accordance with the Workers’ Compensation and Rehabilitation Act 2003.

 

22.2     The Lead Agency is to provide SSQ with copies of the current Public Liability and Workers Compensation policy for each QGAP site(s) with the return of the signed Lead Agency Agreement to SSQ and thereafter within 14 days of each policy renewal.

 

23        COMPLIANCE WITH LAWS

 

23.1     The Lead Agency must comply with all relevant laws in providing the Services.

 

24        TERMINATION AND DEFAULT

 

24.1     This Agreement may be terminated by either party giving the other party 90 days notice in writing.

 

24.2     SSQ may immediately terminate this Agreement by notice in writing to the Lead Agency if:

(a)        the Lead Agency has failed to remedy a breach of this Agreement within 14 days after a notice to remedy has been by SSQ given specifying the breach; or

 

(b)   the Lead Agency:

(i)         becomes insolvent;

(ii)        becomes subject to any form of external administration;

(iii)       enters into an arrangement with its creditors or otherwise takes advantage of any laws in force in connection with insolvent debtors;

(iv)       is wound up, voluntarily or involuntarily;

(v)        abandons or refuses to proceed with the Services;

(vi)       fails to comply with any of the provisions of clause 12 (Monitoring of Services and Standards);

(vii)      fails to comply with the requirements of clause 17 (Training);

(viii)     fails to comply with the requirements of clause 22 (Insurance);or

(ix)       fails to comply with the requirements of clause 23 (Compliance with laws).

 

24.3     Termination of this Agreement will not affect any claim or action either party may have against the other by reason of any prior breach of this Agreement and will not relieve either party of any obligation under this Agreement which is expressed to continue after termination.

24.4     Upon termination of this Agreement neither party will be liable to pay any compensation to the other party.

24.5                 Upon termination of this Agreement, the Lead Agency must:

 

(a)        repay a pro-rata portion of the Subsidy, and

 

(b)        return all QGAP  Computer Equipment purchased using SSQ Funding.

 

 

 

25        DISPUTE RESOLUTION

 

25.1     For the better management of the Agreement, and any disputes, the parties nominate the Contract Officers specified in Schedule 1.

 

25.2     A dispute or difference arising between the parties concerning the meaning or effect of, or anything to be done or a party’s rights or obligations (express or implied) under this agreement, is to be determined in the way set out in this clause.

 

25.3     If an officer of a party believes there is a dispute or difference, the first party must give the other party a written notice reasonable detailing the existence and nature of the dispute or difference (“Dispute Notice”).

 

25.4     The parties must then use all reasonable endeavours to resolve the issues identified in the Dispute Notice, and if the Contact Officers:

 

            (a)        agree upon resolution of the dispute or difference, they must immediately commit it to writing and their determination will take effect; or

 

            (b)        do not resolve the dispute or difference within twenty-one 21 days after the Dispute Notice is given, they must refer the matter immediately to the Chief Executive of each party for resolution.

 

           

26      TRANSFER/SUBCONTRACT

 

26.1     The Lead Agency must not subcontract the delivery of the Services without the prior written approval of SSQ.

 

26.2     The Lead Agency must not transfer the management or operation of QGAP sites to another operator without the prior written approval of SSQ.

 

27      ENTIRE AGREEMENT

 

27.1     This Agreement constitutes the entire Agreement between the parties and supersedes all prior representations, agreements, statements and

understandings, whether verbal or in writing.

 

28      VARIATION OF AGREEMENT

 

28.1     The Agreement may be varied at any time by an agreement in writing executed by both parties.

 

28.2     It will be sufficient evidence of any agreement to vary a Schedule to the Agreement if the parties execute and date a document purporting to be a substitute Schedule.

 

29        SEVERABILITY

 

29.1     Each and every provision of this Agreement, and each and every part thereof shall, unless the context otherwise necessarily requires it, be read and construed as a separate and severable provision, or as separate and severable parts thereof, so that if any provision, or part thereof, is void or otherwise unenforceable for any reason, then that provision, or part thereof, as the case may be, shall be severed and the remainder shall be read and construed as if the severable provision, or part thereof, had never existed.

 

30.       APPLICABLE LAW

 

30.1     This Agreement shall be governed by and construed in accordance with the laws of Queensland and the parties agree that the courts of Queensland shall have jurisdiction to entertain any action in respect of, or arising out of, this Agreement and hereby submit themselves to the jurisdiction of those courts.

 

31. WAIVER

 

31.1     A waiver by either party in respect of a breach of a provision of this Agreement by the other party shall not be deemed to be a waiver in respect of any other breach and the failure of either party to enforce at any time a provision of this Agreement shall in no way be interpreted as a waiver of such provision.

 

 

32      CONFIDENTIALITY

 

32.1     All information obtained by the Lead Agency in the course of delivering the Services must be treated as confidential information and must not be used or disclosed or allowed by the Lead Agency to be used or disclosed by any person for any purpose other than for delivering the Services.

 

33      INDEMNITY

 

33.1     In this clause 33:

“SSQ” includes its officers, employees and agents;

“claim” includes any claim, action, proceeding, demand, liability, obligation, costs, loss, damages and expenses; and

Lead Agency includes its employees, agents or sub-contractors.

33.2     The Lead Agency releases, discharges and indemnifies SSQ against any claim which may be brought against or made upon or incurred by SSQ arising from an unlawful or negligent act or omission of the Lead Agency in the course of the supply or attempted or purported supply of the Services, except to the extent that any act or omission by SSQ caused or contributed to the claim.

34.             CLAUSES TO SURVIVE TERMINATION

 

34.1     This clause 34 and the following clauses will survive termination of this Agreement:

(a)        Clause 19 − Privacy and Disclosure of Personal Information;

(b)                    Clause 22 − Insurance;

(c)                    Clause 30 − Applicable Law;

(d)                    Clause 32 – Confidentiality; and

(e)                    Clause 33 − Indemnity.


This Agreement has been executed by the parties on the dates below.

 

 

 

Signed for and on behalf of                                                )

THE STATE OF QUEENSLAND                                     )

                                                                                            )

by Dianne Jeans                                                                 )  ……………………………..

                                                                                            )               signature

in the capacity as                                                                )

                                                                                            )

General Manager                                                               )

Smart Service Queensland                                                )

                                                                                            )

                                                                                            )

this                   day of                             2011                    )

                                                                                            )

                                                                                            )

                                                                                            )

in the presence of                                                                     )

                                                                                            )

                                                                                            )

(Please print name)                                                          ) ……………………………..

                                                                                            )       signature of witness

                                                                                            )

                                                                                            )

                                                                                            )

                                                                                            )

Signed by and on behalf of Maranoa Regional

Council                                                                              )

                                                                                            )

by Paul Bawden (Chief Executive Office)

                                                                                            )  ……………………………..

                                                                                            )               signature

                                                                                            )

this                   day of                             2011                    )

                                                                                            )

                                                                                            )

                                                                                            )

in the presence of                                                                     )

                                                                                            )

                                                                                            )

(Please print name)                                                          )  ……………………………..

                                                                                            )       signature of witness


SCHEDULE 1

 

Item 1:                        TERM (clause 2):    01 July 2011 – 30 June 2014

 

Item 2:                        ANNUAL SUBSIDY (See table below):         $31,350.00

 

 

Item 3:            ADDRESS FOR NOTICES (clause 21):  

                                                                         Maranoa Regional Council

                                                                         PO Box 42 MITCHELL QLD 4465

 

Item 4:            AMOUNT OF PUBLIC LIABILITY INSURANCE (clause 22):

                        $10 million

 

 

Item 5:            LEAD AGENCY CONTACT OFFICER

                        (clause 25.1):

                                                                         Rebecca Girle

                                                             PO Box 42 MITCHELL QLD 4465

                                                                         rebeccag@maranoa.qld.gov.au

 

 

SSQ/DEPARTMENT OF PUBLIC WORKS

CONTACT OFFICER (clause 25.1):

                                                  David Arber

                                                                         Counter Services Manager

                                                                         Smart Service Queensland

                                                                         PO Box 10817

                                                                         Brisbane Adelaide Street QLD 4000

 

 

 

Centre

Lead Agency Subsidy

QGAP - Injune

$ 13,000.00

 

QGAP - Surat

$ 15,500.00

GST

(if applicable)

$   2,850.00

 

 

TOTAL

 

 

$ 31,350.00

 

 

ACCUMULATIVE TOTAL :            $31,350.00

 

 

 


SCHEDULE 2

 

Performance Indicators

These QGAP performance indicators are introduced in line with the QGAP service ethic of providing excellent customer service.  These indicators, in association with SSQ Customer Service Standards, will serve as a guide to Government Agents and Lead Agencies in QGAP performance measures

 

Strategic Performance Measure

 

Key Performance Indicators

Evaluation Methodology

Evaluation Tools

Ministerial Program Statement Deliverables

SSQ meets its objectives as stated within the Ministerial Program Statement

Dependant on nature and type of program initiative on an annual basis

 

Service Agency Satisfaction

No less than 80% of service agency representatives surveyed are satisfied with the Queensland Government Agency Program

Measured by feedback received through face-to-face consultation and stakeholder surveys conducted by SSQ

Renewed Service Agency Agreement.

Lead Agency Satisfaction

No less than 80% of Lead Agency representatives surveyed are satisfied with the Queensland Government Agent Program

Measured by feedback received through face-to-face consultation and/or  stakeholder surveys conducted by SSQ

Renewed Lead Agency Agreement.

Does the Model enhance Business Management?

Information generated by QGAP Agents and MIS provides improved decision making data for participating agencies and from a whole-of-Government perspective

·  Reports

·  Service Agency Feedback

·  Dissemination of information across the public sector

·  SSQ-QGAP Service Delivery System reports

·  Feed back from QGAP Service and Lead Agencies

QGAP-MIS data secure and financial and business processing accurate eg: risk of Fraud, Transaction Errors

·  SSQ-QGAP Service Delivery Systems

·  QGAP site evaluations by SSQ

·  QGAP office audits by Lead Agency

·  SSQ-QGAP Service Delivery System reports

·  SSQ evaluation reports

·  Lead Agency feedback

System and processes reliable

(eg: audit ability, recoverability and business continuity)

·  Quality Financial, Business & MIS office and service delivery procedures

·  System Disaster Recovery Plan

·  SSQ-QGAP Service Delivery System Audit Logs

·  SSQ operational reports to include errors analysis and trends

·  SSQ Business continuity plan

·  SSQ System disaster recovery procedures

Customers

 

 

 

Increase in Customer Participation in Business Processes

Does customer have improved access to Government information and services

·  SSQ to review usage trend for business take-up rates measured against similar size offices, demographics and historical data.

·  Bench mark best practice in other States

·  Review of operational reports to include:

·  Usage by QGAP site

·  Type of requests (eg: Information only, Referrals and Financial Transactions

Customer Satisfaction

Individual’s information secure

Compliance with Privacy Regime

SSQ evaluations of QGAP offices

·  Complaints register – SSQ

·  SSQ Evaluation visits

 

Reliability and quality of service

Consultation

System availability

Service Benchmark

Customer feedback

Services quality monitoring

·  Review operational reports

·  Customer surveys by SSQ

·  SSQ Complaints register

·  Quality monitoring reports

No less than 80% of community members satisfied with the services provided by the Queensland Government Agent Program offices

Measured by feedback received through face-to-face consultation and stakeholder surveys conducted by SSQ on the performance of the Queensland Government Agent Program

·  SSQ Evaluation visits

·  Customer surveys

Internal

 

 

 

Efficient and Effective Processing of Services (information to payment)

Quality of service provision through QGAP Agents compared with service levels by comparable organisations. (eg. Courthouses, Police, Service Agency)

·  SSQ Evaluation of QGAP offices

·  Service Agency satisfaction with MIS design and useability

·  Comparison with agencies previous system/plans for system

·  SSQ Training results

·  SSQ-QGAP Staff survey

·  SSQ-QGAP Service Agency feedback/survey

Reduction in re-work

Process efficiency gains

Service Agency Business assessment

·  Non-compliance statistics

·  Re-work statistics

·  Number of flow charts/manuals available through MIS

System performance and functionality

All agents using MIS to record data

Stakeholder feedback

SSQ-QGAP Service Delivery System quality monitoring

·  SSQ-QGAP Service Delivery System reports

·  Banking reports

·  Transaction reports

·  Disbursement Reports

Is system availability meeting client requirements

System availability statistics

·  SSQ-QGAP Service Delivery System reports

Organisational Learning and Growth

 

 

 

Benefits to Agencies justifying participation in QGAP

Identified or demonstrated opportunities to promote Government policies and agenda

Cross agency information sharing and project participation

·  Case studies

·  Joint Project evaluation reports

Usefulness of management information

Access to management reports

·  SSQ-QGAP Service Delivery System reports

Greater presence and representation

Increased market share

Community recognition

·  SSQ-QGAP evaluation

·  SSQ-QGAP Service Delivery System reports

Commitment to Continuous Improvement

The SSQ, the Service Agency and the Lead Agency engage in continuous improvement

·  stakeholder participation in periodic discussions including issue resolution

·  establishment of standards to service as bench marks for performance measurement utilising the data from the SSQ-QGAP Service Delivery Systems.

 

·  Lead & Service Agency meetings.

·  Updating of Service procedures, flowcharts and manuals

·  Review of QGAP and Service Agency training

Expansion of QGAP model processes across Government

QGAP-MIS provide a platform to leverage more efficiency in the future

Plug and play architecture

Re-useable functionality

·  Identification of common modules, processes and data tables

·  Interface to legacy systems

·  Standardise business processes across QGAP offices

·  Business process re-engineering

·  Can processes be delivered more efficiently

·  SSQ Business process re-engineering methodology

·  Standard service component framework

Utilisation of common processes via SSQ

Does QGAP effectively assist in delivering Government Policy, Services, Skilling Staff, Community access to Services/Information

Does QGAP provide a cost effective method and improved access to Government services and information

·  Broader, useful and accessible information to provide management information

·  SSQ-QGAP Service Delivery System

 s       statistics being used in business cases

·  Service Agency feedback

·  SSQ-QGAP Service Delivery System reports

·  Management feedback

·  Consumer surveys

Positive or negative impacts on regional/rural communities and services

Range of Services available through SSQ-QGAP

·  SSQ-QGAP Service Delivery System reports

Positive or negative impacts on multi-cultural and disabled communities and services

Range of Services available through QGAP

·  Feedback from agencies

·  Community Surveys


SCHEDULE 3

The following services are reflective of the types of services delivered in QGAP sites throughout the State.  The actual number of services available in any one particular QGAP office will vary depending on legislative requirements, staff training and community demand and agreed upon between the Client or Service Agency and SSQ in accordance with clause 6 of the Lead Agency Agreement.  The complete list of services per QGAP site will be maintained within the SSQ-QGAP Service Delivery System.

 

QUEENSLAND GOVERNMENT DEPARTMENTS / AGENCIES

 

All State Government Departments

·    Provide information and referral services

·    Stock publication material

·    Promote services in local communities

 

HOUSING

·    Home Loan Inquiries

·    Rent collection for Public Housing

·    Rent collection for Aboriginal and Torres Strait Islander Housing

·    Bond loan repayment

·    Loan repayment

·    Change of household circumstances/income

·    Public Housing Rental applications

·    Succession of Tenancy for Public Rental Housing

·    Bond loan application

·    Bond loan approvals

·    Maintenance

·    Keys Management

·    Tenancy Agreement for Public Rental Housing

·    Tenancy Agreements for Aboriginal and Torres Strait Islander Housing

·    Tenancy issues

·    Property Inspection

·    Property Settlement – loan payment

·    Property Settlement – Sale

·    Property Settlement – Department Advancing Funds

 

ENVIRONMENT & RESOURCE MANANGEMENT

·    Collection of water charges

·    Receipt of Waterworks Licence Permit application

·    Receipt of water sample

·    Receipt of GAB Bore application

·    Receipt of Water Allocation Transfer application

·    Receipt of Controlled Quarry Material and Royalty Collection application

·    Leasehold Land payment

·    Leasehold Application Fee

·    Saleable products and publications

·    Provision of Wildlife Permit

·    Provision of Environment Licence

·    National Parks Permits

·    Desert Park Passes

·    Damage Mitigation Permits     

JUSTICE AND ATTORNEY-GENERAL

·    Accepting payment for Court fines prior to enforcement/due date

·    SPER payments

·    Bailiff Book

·    Burial Assistance

·    Convene a Court

·    Coroners

·    District Court Civil

·    District Court Criminal

·    Domestic Violence

·    Family Law

·    Magistrates Court Civil

·    Magistrates Court Criminal and Quasi-Criminal

·    Mediation Referrals

·    Small Claims Tribunal

·    Appeal Costs Fund Fees (Civil)

·    Bail Forfeited/Cash Bail

·    Court Suitors Fund

 

ELECTORAL COMMISSION OF QUEENSLAND

·    Assist Electors

·    Complete Pre-Poll Returns

·    Utilisation of premises for Polling Booth on Election Day and Training

·    Report to and liaise with ECQ

·    Enrolment Form

·    Electoral Roll Search

 

GOVERNMENT EMPLOYEE HOUSING SCHEME / Q BUILD

·    Vacancy Inspection, Reporting and Maintenance Requests

·    Occupancy Inspection

·    Tenancy Agreement

·    Keys Control

·    Tenancy/Vacant Management Activities

·    Private Rental Activities

 

LIQUOR LICENSING

·    General Purpose Permit - Receipt Application

·    Forward application to regional office

·    General Purpose Permit - Issue Permit

·    Infringement Notice

 

MINES AND ENERGY

·    Receipt Leasehold rental – for mining leases

·    Receipt of Drillers Licence application – for petroleum and gas drilling

·    Receipt of Controlled Quarry Material and Royalty Collection application

·    Leasehold Land payment – for mining tenures

·    Leasehold Application fee – for mining tenures

·    Search fees – for mining tenures

·    Other fees – for mining tenures

 

FAIR TRADING

·    Business Name Application

·    Renewal of Registration of a Business Name

·    Notification of Changes

·    Associations Fee

·    Associations Kit/Application

·    Application for a Security Provider s Licence

·    Promote & Accept Applications - Training Courses

·    Phone Listing

·    Oversee Examinations for Auctioneers and Agents Licences

·    Individual Licence

·    Application for a Corporation Licence

·    Application for Managers Licence

·    Application for a Certificate of Registration

·    Mutual Recognition Information

·    Application for Appointment of Substitute Licensee

·    Application for Renewal or Restoration of Licence - Individual or Director of a Corporation

·    Application for Renewal or Restoration - Corporation Licence

·    Application for Renewal or Restoration – Manager’s Licence

·    Addressing Meeting

 

GAMING REGULATION

·    Category 3 Game (Art Union/Calcutta Sweep)

·    Penalty Infringement Notice

·    Gaming Machine Site Licence or Machine Manager s Licence

 

PRIMARY INDUSTRIES

o Weigh Bill application

o Instructing on pink HGP Free Cattle Tags

o Lodgement of property Registration Form

o Sale of Waybill Books

o Application for Brand and/or Earmark

o Transfer of Brand or Earmark

o Tick fever Vaccine

o Emergency Ear Tags

 

PUBLIC TRUSTEE

·    Will Instructions & Will Signing

·    Funeral

·    Funeral Payments

·    Deceased Estate Preliminary Work

·    Deceased Estate Client Information Form

·    Deceased Estate Administration

·    Property Management Activities

·    Rent or Periodic Payment Collection

·    EPA Instructions & EPA Signing

·    EPA Signing - Revocation

·    EPA Attendance outside Office

·    Client Information for Persons with a Disability

·    Public Trustee Investment Fund\


Queensland Ombudsman’s Office

·    assistance in complaint lodgement and process

·    Interpreter and disability assistance

·    Specialised assistance

 

TRANSPORT

·    Sale of "Your keys to driving in Queensland"

·    Permit Fee (Disability Parking)

·    Vehicle/Vessel Registration - New

·    Vehicle/Vessel Registration - Renewal

·    Vehicle/Vessel - Transfer

·    Vehicle/Vessel - Cancellation

·    Certificate Replacement Application

·    Label Replacement Application

·    Plate Replacement Application

·    Permit (Registration)

·    Change to Customer/Product record

·    Traffic Offence and Camera Detected Offence

·    Low Volume VIN Applications

·    Release of Information Application

·    Receipt of Monies to Customer Account

·    Work Diaries

·    Licence Renewal/Issue

·    Learner’s Permit (excluding test)

·    Administer Written Test

·    Driving Test Booking

·    Driver Licence Transfer

·    Licence Surrender

·    Receipt of Fees for Recreational Ship Masters Licence

 

BIRTHS, DEATHS AND MARRIAGES

·    Application for Birth Certificate

·    Application for Death Certificate

·    Application for Marriage Certificate

·    Application for Commemorative Birth Certificate

·    Register a Birth

·    Register a Birth Late Fees

·    Registration Search

·    Marriage Booking - Lodgement of a Notice of Intended

·    Marriage Ceremony

·    Marriage Administration - shortening of period of notice of Intended Marriage

 

SENIORS CARD

·    First Time Applicant

·    Renewal/Replacement for Lost/Destroyed Card

·    Change of Address/Telephone Number/Other Details

·    Deceased Advice

·    Consumer Appeal

 

WORKPLACE HEALTH AND SAFETY

·    Workplace Registration Application

·    Workplace Registration Renewal

·    Certificate of Competency Application

 

 

FEDERAL GOVERNMENT DEPARTMENTS / AGENCIES -

 

General Enquiries, Information and Referral for

·    Australian Taxation Office

·    Department Veterans’ Affairs

·    Australian Competition and Consumer Commission