MB+ Customer Service Initiatives

Our Commitment

The Planning and Economic Development Division is committed to implementing a fully integrated multidisciplinary service delivery model that exceeds your expectations. Our MB+ text customer service initiative aligns our products and services to our customers' expectations. This commitment commenced in 2015 with an inaugural customer survey, and continues annually with customer surveys and feedback. The 2015 feedback informed a range of new MB+ text initiatives that have since been implemented to respond directly to what we heard our customers wanted. We are excited and proud to stand by our commitment to our customers and continue to look for ways to improve our service delivery.

The Customer Service Charter was developed in response to customer feedback in an effort to continually improve overall customer satisfaction levels by measuring and being accountable for our performance. The benchmarks will continually evolve year on year as performance objectives are achieved and in response to ongoing customer feedback. Customer Service Charter [PDF 300KB]

Annual Customer Service Survey and Commitment Report

Our customers are provided with the opportunity to participate in an annual survey to provide feedback on our performance. Our Commitment Report then measures our performance against our Customer Service Charter key performance indicators twice a year.

Latest report

Previous reports

is a further tool available to provide feedback on our performance against the customer service objectives contained in the Charter.

Planning and Economic Development Division - Our Team

As a result of the 2016 and early 2017 customer survey findings, a new structure was developed for the Planning and Economic Development Division, and this was implemented on 5 June 2017.

  • Director, Planning & Economic Development - Stewart Pentland
  • Manager, Development Services - Kate Isles
  • Manager, Strategic Planning & Economic Development - Brent O'Neill

The region has been broken into 4 areas [PDF 125KB], North/Coastal, Central/West, Corridor/Peninsula, and South. Refer to the Interactive Map to identify which area a specific property is located in.

Within each geographic area a multidisciplinary team has been formed in both Development Services including engineers, planners, environmental health, audit, environmental planners, and fast track team members; and in Strategic Planning and Economic Development including statutory planners, infrastructure planners, and master planners.

The team structure creates discrete multidisciplinary teams that have oversight of their respective part of the region from policy creation, through development assessment and asset creation.

Heading up these teams in Development Services [PDF 175KB] are four Planning Team Leaders;

  • Marco Alberti - South Team
  • Amy White - Corridor/Peninsula Team
  • Ian Turton - Central/West Team
  • Tina Maltby-Wells - North/Coastal Team

Due to workload and operational differences, the engineering Team Leaders oversee two geographic areas of the region. David Close is the Engineering Team Leader for the Corridor/Peninsula and the South Teams, and Carmen Garbe is the Engineering Team Leader for the Central/West and North/Coastal Teams.

In Strategic Planning and Economic Development (SPED) [PDF 155KB] there are two Team Leaders each overseeing two areas within the region. David Hood oversees the South and Corridor/Peninsula teams, and Lauren Fishburn is the Team Leader for the North/Coastal and Central/West teams.

In addition to the abovementioned geographic teams, we are very excited to be introducing two Innovation streams. This is a first for a local government in Australia where improvements and initiatives are implemented, as well as business attraction and investment strategies developed.

In Development Services, the Innovation team's focus is on the delivery of business services and strategy, including our MB+ continuous improvement initiatives, development application operations, data and spatial analytics, performance reporting and monitoring, and statutory review and scheme amendments. This team is headed up by Cathy Ross.

In Strategic Planning and Economic Development, the Innovation team continues and evolves the great work occurring in economic development, business attraction and investment, and urban research.

To find out about the division's current projects see major projects.

To find out about current projects or initiatives on consultation, where Council is seeking feedback from the community, visit current consultations.

Development Services Initiatives

A number of MB+ text initiatives have been introduced to improve communication, access, certainty, and transparency. These include:

  1. Better communication standards
  2. Third Party Certification for Plan Sealing and Operational Works
    1. List of Accredited Consultants
  3. Simplified Fees & Charges
  4. Pre-lodgement Evolution
  5. Electronic Development Application Lodgement
  6. Online Fee Calculator
  7. Incentivising Infill Development

Strategic Planning Initiatives

The Strategic Planning Department is consistently refining and improving its programs which include but are not limited to:

  1. Maintaining a contemporary Planning Scheme including rolling Planning Scheme Amendments
  2. Establishment of an Industry Reference Group
  3. Launch of the Open Data Portal
  4. Introduction of Map Challenge Process
  5. Moreton Bay Regional Council Land Supply Monitoring Program
  6. Structure planning process for Emerging Community areas

Economic Development Initiatives

Economic Development has a number of new initiatives underway which include:

  1. Economic Development Action Plan
  2. Moreton Bay Business Excellence Awards
  3. Redcliffe Peninsula Rail Corridor Investment Prospectus

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