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Operational manual earns quality accreditation

An operating manual which clearly sets out procedures for existing, new and temporary staff has earned Darebin City Council's Executive Services Department independent Quality Accreditation to Australian and New Zealand standards (AS/NZS ISO 9002:1994).

Following the reform process in Victoria, Darebin has shifted to a more competitive approach, providing services with a more conscious focus on ratepayers and citizens. The Executive Services Department saw external accreditation as an opportunity to gain a competitive edge, improve its way of doing business, increase staff skills and benchmark its standards.

The manual sets out the annual business planning process and common procedures in use within the Department. It provides a link between Council's corporate planning and its service delivery via a formal systems approach to business planning, service quality and performance management.

Each Unit, Administration, Building, Records, Local Laws and Civic Amenities, also has unit operating manuals. Christine Whelehan, Manager Executive Services, said staff worked cooperatively to develop and document their Unit's operating procedures and standards.

"This has meant that all of the staff now have much more of an interest and pride in their services," she said. "Staff are much more aware of what the customers want and are always looking for ways to improve the way they work. Coordinators meet fortnightly with their staff to discuss progress of their annual plans and make recommendations about improvements to their service."

For further information contact Christine Whelehan, telephone (03) 9230 4444.

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