Part D: Appendices

Detailed performance information

How we will monitor performance

Performance measures

We use performance measures to track how well we are delivering services against targets.

Please note the following when reading these measures.

Performance measure Target
2018/19
Target
2019/20
1.1 Governance, information and engagement
Facilitating democratic decision-making    
Meeting and committee agendas (%) made available to the public within statutory timeframes 100% 100%
Meeting and committee agendas (%) made available to the public at least 4 days prior to meetings 70% 70%
Community engagement    
Residents (%) who believe they have adequate opportunities to have their say in Council activities 45% 45%
Residents (%) who state they are satisfied with how the Council makes decisions 45% 45%
Providing information and a point of contact    
Contact Centre – Contacts responded to within target timeframes (calls, emails, web form and FIXiT) 80% 85%
City Archives – users (%) satisfied with services and facilities 75% 75%
Residents (%) who agree that Council information is easy to access (via website, libraries, social media, newspapers etc) 55% 55%
Residents (%) who agree that the Council is proactive in informing residents about their city 70% 70%
Official information requests (%) handled within Local Government Official Information and Meetings Act legislative timeframe Baseline 90%
1.2 Māori and mana whenua partnerships
Relationship with mana whenua    
Mana whenua satisfaction with their relationship with Wellington City Council Satisfied Satisfied
The extent to which (how satisfied) mana whenua partners believe (are) that the Council is meeting its obligations under Te Tiriti o Waitangi with respect to Partnership, Protection and Participation (narrative-based measure based on interviews) Satisfied Satisfied
Engaging Māori residents in decisions    
Māori residents (%) who believe that they have adequate opportunities to have their say in decision-making 75% 75%
Promoting Māori culture    
Māori residents (%) who agree that the Council is taking an active role in revitalising te reo Māori and revitalising Māori cultural heritage 75% 75%
Performance measure Target
2018/19
Target
2019/20
2.1 Parks, beaches and open spaces
Utilisation    
Number of visitors to the Wellington Botanic Gardens and Otari-Wilton’s Bush 1,280,000 1,280,000
Number of formal education attendees at Council programmes (School & Community) Baseline Baseline
Attractiveness    
Residents (%) satisfied with the quality and maintenance of green open spaces (local parks and reserves, playgrounds, botanic gardens, beaches and coastal areas, walkways and trails, waterfront, forested areas and green belts) 90% 90%
Protecting and enhancing our biodiversity    
Establish 2 million native plants by 2025 1,765,000 1,815,0003
Hectares of high-value biodiversity sites covered by coordinated pest management Baseline Baseline
Affordability    
Cost to the ratepayer per visitor to the Wellington Botanic Gardens and Otari-Wilton’s Bush Baseline Baseline
Community engagement    
Proportion of households engaged in Council-coordinated pest trapping Baseline Baseline
Number of plants supplied for community planting 35,000 35,000
     
2.2 Waste reduction and energy conservation
Recycling    
Residents (%) who use WCC recycling services regularly 90% 90%
Affordability    
Cost per household (per annum) for kerbside recycling Baseline Baseline
Customer satisfaction    
Residents (%) satisfied with kerbside recycling service 85% 85%
Users (%) satisfied with waste collection service 90% 90%
Sustainable landfill operation    
Estimated efficiency of gas capture system (% of estimated gas produced that is captured and destroyed) Baseline Baseline
Waste minimisation activities    
Volume of waste diverted from landfill 20,000 tonnes* 20,000 tonnes*
Number of participants in waste minimisation and education programmes run by WCC Baseline Baseline
Energy conservation    
Normalised energy cost ($) Baseline Baseline
Normalised amount of energy used (kWh) Baseline Baseline
Estimated energy savings Baseline Baseline
WCC corporate greenhouse gas emissions Achieve 2050 target Achieve 2050 target
     
2.3 Water
Clean and safe    
Compliance with Drinking Water Standards for NZ 2005 (revised 2008) (Part 4 bacterial compliance criteria)* Compliant Compliant
Compliance with Drinking Water Standards for NZ 2005 (revised 2008) (Part 5 protozoal compliance criteria)* Compliant Compliant
Meeting customer expectations    
Number of complaints about the drinking water’s clarity, taste, odour, pressure or flow, continuity of supply, and supplier responsiveness, expressed per 1000 connections* <20 <20
Continuity of supply and resolution of faults    
Median response time for attendance for urgent call outs* 60 min 60 min
Median response time for resolution for urgent call outs* 4 hours 4 hours
Median response time for attendance for non-urgent call outs* 36 hours 36 hours
Median response time for resolution for non-urgent call outs* 5 days 5 days
Water supply interruptions (measured as customer hours) Baseline Baseline
Efficiency and sustainability    
Percentage of real water loss from networked reticulation system4 * <17% <17%
Average drinking water consumption resident/day* 365ltr 365ltr
     
*denotes mandatory measures    
     
2.4 Wastewater
Compliance and sustainability    
Dry weather wastewater overflows, expressed per 1000 connections* 0 0
Compliance with the resource consents for discharge from the sewerage system, measured by the number of: 0 0
Abatement notices 0 0
Infringement notices 0 0
Enforcement orders 0 0
Convictions* 0 0
Meeting customer expectations    
Number of complaints about the wastewater odour, system faults, blockages, and supplier responsiveness, expressed per 1000 connections* <30/1000 <30/1000
Continuity of service and resolution of faults    
Number of wastewater reticulation incidents per km of reticulation pipeline (blockages) ≤0.8 ≤0.8
Median response time for wastewater overflows* (attendance time) ≤1 hour ≤1 hour
Median response time for wastewater overflows* (resolution time) ≤6 hours ≤6 hours
     
*denotes mandatory measures    
     
     
2.5 Stormwater
Continuity of service and resolution of faults    
Number of flooding events* Baseline Baseline
Number of pipeline blockages per km of pipeline ≤0.5 ≤0.5
Number of habitable floors per 1000 connected homes per flooding event* Baseline Baseline
Median response time to attend a flooding event* ≤60 minutes ≤60 minutes
Days (%) during the bathing season (1 November to 31 March) that the monitored beaches are suitable for recreational use 90% 90%
Monitored sites (%) that have a rolling 12 month median value for E.coli (dry weather samples) that do not exceed 1000 cfu/100ml 90% 90%
Compliance with the resource consents for discharge from the stormwater system, measured by the number of: 0 0
Abatement notices 0 0
Infringement notices 0 0
Enforcement orders 0 0
Convictions* 0 0
Meeting customer expectations    
Number of complaints about stormwater system performance per 1000 connections* <20/1000 <20/1000
Residents (%) satisfied with the stormwater system 75% 75%
     
*denotes mandatory measures    
     
     
2.6 Conservation attractions
Wellington Zoo and Zealandia – for CCO measures refer to Our 10-Year Plan    
Performance measure Target
2018/19
Target
2019/20
3.1 City promotions and business support
Business Improvement Districts    
Total voluntary rates collected (from Business Improvement Districts) and distributed 289,000 289,000
WREDA – for CCO measures refer to Our 10-Year Plan    
Performance measure Target
2018/19
Target
2019/20
4.1 Arts and cultural activities
High quality events    
Attendees (%) satisfied with Council-delivered arts and cultural festivals 90% 90%
Estimated attendance at WCC-supported and delivered events. trend trend
Arts and cultural sector support    
Users (%) satisfied with Toi Pōneke facilities and services 90% 90%
Funding Success    
Grant outcomes (%) achieved (through funded outcomes – four out of five – being met) – Arts and Culture Fund 80% 80%
Wellington Museums Trust – for CCO measures refer to Our 10-Year Plan    
Performance measure Target
2018/19
Target
2019/20
5.1 Recreation promotion and support
High quality experience    
User satisfaction (%) – pools 90% 90%
User satisfaction (%) – recreation centres including ASB Sports Centre 90% 90%
User satisfaction (%) – sportsfields (grass & artificial) 85% 85%
Scheduled sports games and trainings (%) that take place (all sportsfields) Baseline Baseline
Utilisation    
Artificial sports-field (%) utilisation – peak winter 80% 80%
Artificial sports-field (%) utilisation – peak summer 40% 40%
Artificial sports-field (%) utilisation – off-peak winter 25% 25%
Artificial sports-field (%) utilisation – off-peak summer 20% 20%
Swimming pool visits (by facility) 1,318,000 1,321,000
Marinas occupancy (%) 96% 96%
Recreation centre visits (including ASB Sports Centre) 1,155,000 1,165,000
ASB Sports Centre court space utilisation (%) – peak 65% 65%
ASB Sports Centre court space utilisation (%) – off-peak 50% 50%
Number of uses of Leisure Card 145,000 148,000
Berhampore Golf course users (TBC) Baseline Baseline
Affordability    
Residents’ perception that pool admission charges are affordable Baseline Baseline
Ratepayer subsidy per swim Baseline Baseline
Ratepayer subsidy per court/hour (ASB Sports Centre) Baseline Baseline
City recreation promotion    
Number of international and national events at Council recreation facilities and estimated attendees Baseline Baseline
Basin Reserve Trust – for CCO measures refer to Our 10-Year Plan    
     
5.2 Community Support
Libraries experience    
User satisfaction (%) with library services 90% 90%
User satisfaction (%) with library facilities Baseline Baseline
User satisfaction (%) with library collection (physical) 75% 75%
User satisfaction (%) with library collection (e-library) 80% 80%
Libraries utilisation    
Library items issued (physical) Baseline Baseline
Library items issued (e-library) 320,000 340,000
Estimates of attendees of library programmes 74,000 75,000
Library physical visits 2,500,000 2,400,000
Library website visits 3,200,000 3,300,000
Residents (%) who are active library users 75% 75%
Libraries amenity    
Customers (%) who think the library helped them to gain new knowledge and skills Baseline Baseline
Customers (%) who think the library helped them to connect with others and ideas Baseline Baseline
Customers (%) who think the library helped them to improve their job and earning potential Baseline Baseline
Customers (%) who think the library contributed to their sense of belonging in the community Baseline Baseline
     
     
Libraries affordability    
Cost to the ratepayer per library transaction Baseline Baseline
Community centres utilisation    
Occupancy (%) of Council community centres and halls 45% 45%
Community advocacy    
Homelessness – % of known street homeless people supported by agencies Baseline Baseline
Funding success    
Grants outcomes (%) achieved (through funded outcomes – four out of five – being met) – Social and Recreation Fund 80% 80%
Housing quality and usage    
Tenant satisfaction (%) with services and facilities 90% 90%
Tenant rating (%) of the overall condition of their house/apartment (average, good, and very good) 90% 90%
Tenant (%) sense of safety in their complex at night 75% 75%
Occupancy rate of available housing facilities 90% 90%
All tenants (existing and new) housed within policy 98% 98%
Housing upgrade project    
Agreed milestones, design standards and budgets are met in accordance with the agreed works programme and Deed of Grant between the Crown and the Council To achieve To achieve
     
5.3 Public health and safety
Compliance    
Food registrations – premises (%) inspected within Food Act regulation required timeframes (new business and existing businesses) 100% 100%
Efficiency    
Alcohol licences – high to very high premises (%) inspected during peak time 50% 50%
Alcohol licences – very high risk premises (%) inspected twice during the year 100% 100%
Timeliness    
Graffiti removal – response time frames (%) met 80% 80%
Dog control – urgent requests (%) responded to within 1 hour 100% 100%
Dog control – non-urgent requests (%) responded to within 24 hours 99% 99%
Public toilets – urgent requests (%) responded to within 4 hours 100% 100%
Public toilets – non-urgent requests (%) responded to within 3 days 95% 95%
Hygiene standard    
Toilets (%) that meet required cleanliness and maintenance performance standards 95% 95%
Performance measure Target
2018/19
Target
2019/20
6.1 Urban planning, heritage and public spaces development
High-quality development    
Residents (%) who agree that new buildings constructed in the city maintain or enhance the city’s attractiveness Baseline Baseline
Residents (%) who agree that regeneration of areas of the city adds to its vibrancy (e.g. laneways) Baseline Baseline
Residents (%) who agree that the public areas of their suburban centre – encourage use, feel safe and are well designed Baseline Baseline
Economic impact of urban regeneration projects (specific methodology to be scoped) Baseline Baseline
Protecting heritage    
Residents (%) who agree that heritage items are adequately valued and protected in the City 65% 70%
Number of heritage-listed buildings that are earthquake prone baseline -10% reduction in overall number of EQP heritage buildings
Residents (%) who agree that the character of historic suburbs is adequately retained 70% 70%
     
6.2 Building and development
Effective planning    
Residents’ agreement that our building and development control settings strike the right balance between allowing development and preserving the character of the city Baseline Baseline
Timeliness    
Building consents (%) issued within 20 workings days 100% 100%
Code of compliance certificates (%) issued within 20 working days 100% 100%
     
     
Land Information Memorandums (LIMs) (%) issued within 10 working days 100% 100%
Resource consents (non-notified) (%) issued within statutory time frames 100% 100%
Resource consents (%) that are monitored within 3 months of project commencement 100% 100%
Subdivision certificates – Section 223 certificates (%) issued within statutory timeframes 100% 100%
Noise control (excessive noise) complaints (%) investigated within 1 hour 90% 90%
Customer focus    
Customers (%) who rate building control service as good or very good 70% 70%
Customers (%) who rate resource consent service as good or very good Baseline Baseline
Compliance    
Building Consent Authority (BCA) accreditation retention Retain Retain
Performance measure Target
2018/19
Target
2019/20
7.1 Transport network
Network condition and maintenance    
Roads (%) that meet smooth roads standards*5 70% 70%
Structures (%) that have been condition rated in the past five years – walls 100% 100%
Structures (%) that have been condition rated in the past five years – bridges and tunnels 100% 100%
Structures (%) in serviceable (average) condition or better – walls 97% 97%
Structures (%) in serviceable (average) condition or better – bridges and tunnels 100% 100%
Residents (%) satisfied with street lighting in the central city 85% 85%
Residents (%) satisfied with street lighting in suburbs 75% 75%
Requests for service (%) response rate – urgent within 2 hours 98% 98%
Requests for service (%) response rate – non-urgent within 15 days 98% 98%
Footpaths (%) in average condition or better (measured against WCC condition standards*) 96% 96%
Sealed local road network (%) that is resurfaced* target range 8.9–9.9% target range 8.9–9.9%
Residents (%) satisfaction with the condition of local roads in their neighbourhood 75% 75%
Active modes promotion    
Number of pedestrians entering and leaving the CBD New Inc on last year
Number of cyclists entering and leaving the CBD New Inc on last year
Network safety    
Residents (%) who are satisfied with walking on Wellington’s footpaths6 75% 75%
Residents (%) who are satisfied with cycling on Wellington’s cycleways7 75% 75%
Network efficiency and congestion    
Residents (%) who think peak travel times are acceptable majority majority
Peak travel times between CBD and suburbs (Karori, Johnsonville, Island Bay and Miramar) Each route <25min Each route <25min
PT enablement    
Inbound bus stops (%) that have a shelter (co-delivered with GWRC) Baseline Baseline
Wellington Cable Car Limited – for CCO measures refer to Our 10-Year Plan    
     
7.2 Parking
Equity    
Residents (%) who perceive that parking enforcement is fair >50% >50%
Availability    
Car park occupancy (weekdays and weekends)8 <85% 50–70%9
Residents (%) satisfaction with the availability of on-street car parking 70% 70%


3Targets misprinted for 18/19 should be 1.765m and 19/20 1.815m, also we will not be monitoring the establishment of the plants – the measure only relates to plantings.
4Indicator reworded.
5This measure was proposed to be split into ‘high volume and regional roads’ and ‘all other roads’ through the LTP. Have reverted back to single indicator.
6Minor rewording in Residents Monitoring Survey from ‘on the transport network’ to ‘on Wellington’s footpaths’.
7Minor rewording in Residents Monitoring Survey from ‘on the transport network’ to ‘on Wellington’s cycleways’.
8Wording change for clarity.
9Target originially published as 85% based on international benchmark range of 65–85%, new parking sensors show that actual occupancy is significanntly lower than originally thought, target range adjusted to 50–70% to reflect current results from sensors.