Notice of Meeting:

I hereby give notice that an ordinary meeting of the Economic Development Committee will be held on:


Date:                             Monday 18 July 2016

Time:                            1.00 pm

Venue:                          Edinburgh Room, Municipal Chambers,

                                      The Octagon, Dunedin


Sue Bidrose

Chief Executive Officer


Economic Development Committee






Cr Chris Staynes


Deputy Chairperson

Cr John Bezett

Cr Andrew Whiley


Cr David Benson-Pope

Cr Hilary Calvert


Mayor Dave Cull

Cr Doug Hall


Cr Aaron Hawkins

Cr Mike Lord


Cr Jinty MacTavish

Cr Andrew Noone


Cr Neville Peat

Cr Richard Thomson


Cr Lee Vandervis

Cr Kate Wilson


Senior Officer                               John Christie, Director Enterprise Dunedin


Governance Support Officer      Wendy Collard




Wendy Collard

Governance Support Officer



Telephone: 03 477 4000








Note: Reports and recommendations contained in this agenda are not to be considered as Council policy until adopted.


Economic Development Committee

18 July 2016




ITEM TABLE OF CONTENTS                                                                   PAGE


1        Public Forum                                                                                             4

2        Apologies                                                                                                  4

3        Confirmation of Agenda                                                                              4

4        Declaration of Interest                                                                                4      

Part A Reports (Committee  has power to decide these matters)

5          Business Satisfaction Survey Results                                                             5

Part B Reports (Committee  has power to  recommend only on these items)

6          Notification of Agenda Items for Consideration by the Chair           

Resolution to Exclude the Public                                                                               5



Economic Development Committee

18 July 2016




1     Public Forum

At the close of the agenda no requests for public forum had been received.

2     Apologies

Apologies have been received from Mayor Dave Cull, Councillors Mike Lord, Chris Staynes and Andrew Whiley.


That the Committee:


Accepts the apologies from Mayor Dave Cull, Councillors Mike Lord, Chris Staynes and Andrew Whiley.

3     Confirmation of agenda

Note: Any additions must be approved by resolution with an explanation as to why they cannot be delayed until a future meeting.

4     Declaration of Interest

There were no new declarations of interest.


Economic Development Committee

18 July 2016



Part A Reports


Business Satisfaction Survey Results

Department: Management and Enterprise Dunedin






1      The report provides an update on the three business surveys that have been undertaken to assess ‘business friendly interactions’ with customers of Enterprise Dunedin, Building Control, and Environmental Health and Liquor Licensing. Resource Consents were included in the last survey.

2      The survey data has been used for the purpose of continuous improvement which will improve service outcomes for business customers.



That the Committee:

a)     Notes the Business Satisfaction Survey Results report.


3      A survey has been developed to establish a set of benchmarks relating to DCC’s ‘business friendly interactions’. This data has been used to measure and drive continuous improvement initiatives.

4      Surveys have been undertaken in May 2015, December 2015 and April 2016. The first two surveys covered Enterprise Dunedin, Building Control, Environmental Health and Liquor Licensing. The third survey included Resource Consents for the first time.

5      Email addresses were sourced from users of council services that were deemed to be business related. Three reminders were sent over the course of the two week survey period.

Survey time period

Response rate (responses/invites)

May 2015

317/1,204 (26%)

December 2015

261/938 (28%)

April 2016

161/490 (32%)


6      The results for the April 2016 survey are attached as Attachment A. This provides a comparison with the previous two surveys. Verbatim comments have been grouped and themed.


7      Due to the small survey pool in some areas (e.g. Economic Development) a single response can equate to a significant percentage. Over time rolling averages will provide a more effective way of analysing these results.

8      This survey has provided an insight into what Dunedin businesses think of the service being provided to them by DCC. The information provides a comparable benchmark for the future.

Themed comments

9      While quantitative information provides the most validity, comments can provide useful depth of insight into to the issues driving the level of satisfaction. Comments were sorted by themes and are reported in the attached report for each unit. However, it should be noted the majority of the respondents did not provide additional comment.

10    Themes that occurred across all question sets and DCC units were:

·           Some comments were recorded that made mention of inconsistency, in particular inconsistent staff performance.

·           A range of suggestions, both specific and abstract.

·           An appreciation of the complex environment the DCC is working in.

·           A number of respondents singled out specific staff, the majority of which were positive.

Actions Taken to Improve Service

11    Since the first survey was undertaken a number of actions and initiatives have been undertaken to address the issues and suggestions raised.

12    The results have been shared with managers and teams. Some teams have workshopped ideas on process improvements and others have developed initiatives to address the survey feedback.

Economic Development

13    Enterprise Dunedin results came from low sample numbers (13).

14    Themes raised by respondents included the lack of resourcing for economic development, overall performance and positive support to business, and the opportunity to work with partners and local businesses to share opportunities and ideas.

15    Enterprise Dunedin has invested in the development of its customer relationship management system (CRM) integrating Tourism Dunedin, i-SITE and the Economic Development Unit following their amalgamation to form Enterprise Dunedin.

16    The CRM system will allow for more businesses interacting with Enterprise Dunedin to be surveyed.

Building Control

17    The common themes related to supporting economic development were: equal numbers of positive and negative comments relating to delays, resourcing issues, and government regulations.

18    The common themes related to regulation were: equal numbers of positive and negative referencing staff performance and unnecessary bureaucracy.

19    The common themes related to performance and leadership were: delays, and better performance by other councils.

20    The common themes related to customer service were: expensive, delays, insufficient resourcing, equal numbers of comments both positive and negative referring to staff.

21    In order to address these and other concerns raised through the survey, a number of initiatives have been undertaken within Building Services:

a)     Resourcing – Since the initial survey the Building Services unit has experienced a significantly increased workload and has struggled to replace vacancies. This has impacted on its ability to process consents within the 20 day statutory timeframe and schedule inspections within an acceptable time.  Performance of Building Services was identified as the key frustration by Dunedin businesses.

FTE has been increased by three in the consents processing team. One vacancy is already filled and another will be in July leaving one vacancy being advertised. Recruitment for a team leader of consent processing is also underway. This role is being partially covered by a contractor in the short term. Overtime has also been undertaken with early/late starts and Saturday working. These actions have resulted in a significant reduction in the number of late consents. As of the second week in July the percentage of consents issued within timeframe was 87%. This compares with 50% in March 2016.

b)     Realignment of management structure – a realignment of the management structure has created two new roles (Manager Building Solutions and Principal Advisor Building Solutions) to provide a more agile, business-focussed service.

c)     Communication and working closer with business – regular updates have been provided to customers on the current status of consent processing and inspection delays. This has been through the Building Services Newsletter ‘Reinforce’ and personal letters sent to key customers.

d)     Industry relationship building – a number of relationship building and information sharing meetings have been held with key stakeholders such as the Otago Master Builders Association and the Otago Chamber of Commerce. These have provided an opportunity to identify process improvements.

e)     In June 2016 an external review was initiated. This review has identified a number of process improvements that will enable and support the building consents process. An internal team has been created to implement the changes which encompass three main improvement areas: better use of information tools for prioritisation and workflow management; wider extension of delegations; and increasing use of electronic applications.

f)     Work has begun with the Ministry of Business, Innovation and Employment (MBIE) regional Building Performance team. This has given DCC access to the work underway by other regional building clusters including customer service benchmarks. MBIE have also offered free analytical support to undertake a benchmarking exercise.

Environmental Health, Liquor Licensing and Resource Consents

22    After reviewing the business survey feedback, some individual customers were approached and interviewed about initiatives that would improve DCC’s service. A key piece of feedback pointed to value of improved coordination between Council departments - particularly for small business projects. This resulted in the development of the ‘Taking Care of Small Business’ Case Management initiative.

23    This free Case Management Service provides a single point of contact to make it as easy as possible for people in our community to set up a new business, community project or event, where there is involvement from a number of Council activities or services.  Free service for customers looking to start a small business or project requiring a number of Council approvals. The goals are to:

·           Provide a customer-focused service aimed at removing barriers and stress for people in our community.

·           Provide a single point of contact providing a coordinated and coherent approach.

·           Identify requirements at the initial enquiry stage.

·           Prevent unnecessary cost and delays for customers and Council.

24    The pilot began with a ‘soft’ launch and currently has 15 clients ranging from a new Indian restaurant being built to a business supplying hot tubs for hire. The pilot will run until the end of July and will be evaluated; with a view to continuing the service as business as usual should the evaluation indicate that it is worthwhile. Initial feedback has been positive.   

25    More information, including an information pack, can be found on the DCC website 

26    Structure and resourcing has also been reviewed. This has resulted in the realignment of the Environmental Health and Liquor Licensing teams into a single team reporting to a team leader. This will support the improvement and consistency in the application of key processes and facilitate cross-department communication.

27    In April the existing Manager Customer Services Agency role was modified and now includes a greater strategic focus on cross-organisational customer service improvements. The role has been retitled ‘Manager Customer Solutions’.

28    The Manager Customer Solutions is now working across the various Council departments to develop a Customer Experience Plan. This will include customer experience mapping, complaints and compliments monitoring, a review of service request processes and customer service standards.


29    There are no applicable options as the report is for noting only.


30    The next survey will take place in July/August 2016.




Simon Pickford - General Manager Services and Development

John Christie - Director Enterprise Dunedin


Simon Pickford - General Manager Services and Development 






Business Survey results April 2016





Fit with purpose of Local Government

This decision enables democratic local decision making and action by, and on behalf of communities.

Fit with strategic framework




Not applicable

Social Wellbeing Strategy

Economic Development Strategy

Environment Strategy

Arts and Culture Strategy

3 Waters Strategy

Spatial Plan

Integrated Transport Strategy

Parks and Recreation Strategy

Other strategic projects/policies/plans


The business Survey is a key component of the Council’s performance and business engagement framework. 

Māori Impact Statement

There are no known impacts for tangata whenua.


There are no implications for Sustainability.

LTP/Annual Plan / Financial Strategy /Infrastructure Strategy

There are no direct implications for the LTP / Annual Plan / Financial Strategy or Infrastructure strategy.

Financial considerations

There are no financial implications. The business survey will be conducted from existing budgets.


The significance of this decision is considered to be low in terms of the Council's Significance and Engagement Policy.

Engagement – external

There has been no direct engagement in the preparation of this cover report. The April survey itself was sent to 490 users of council services that were business related. 

Engagement - internal

The Economic Development and Customer and Regulatory Services teams have been involved in the development of actions arising from the survey.

Risks: Legal / Health and Safety etc.

There are no known risks.

Conflict of Interest

There are no identified conflicts of interest.

Community Boards

There is no impact on Community Boards.


Economic Development Committee

18 July 2016
















Economic Development Committee

18 July 2016



Resolution to Exclude the Public



That the Economic Development Committee:


Pursuant to the provisions of the Local Government Official Information and Meetings Act 1987, exclude the public from the following part of the proceedings of this meeting namely:


General subject of the matter to be considered


Reasons for passing this resolution in relation to each matter

Ground(s) under section 48(1) for the passing of this resolution


Reason for Confidentiality

C1  Delegation Approval For The Gig City Living Hub


The withholding of the information is necessary to protect information where the making available of the information would be likely unreasonably to prejudice the commercial position of the person who supplied or who is the subject of the information.


The withholding of the information is necessary to enable the local authority to carry on, without prejudice or disadvantage, negotiations (including commercial and industrial negotiations).


The public conduct of the part of the meeting would be likely to result in the disclosure of information for which good reason for withholding exists under section 7.

DCC staff are curently engaging suppliers regarding sponsorship opportunities for the Gig Hub and wish to finalise these arrangements before this information is made public..

This resolution is made in reliance on Section 48(1)(a) of the Local Government Official Information and Meetings Act 1987, and the particular interest or interests protected by Section 6 or Section 7 of that Act, or Section 6 or Section 7 or Section 9 of the Official Information Act 1982, as the case may require, which would be prejudiced by the holding of the whole or the relevant part of the proceedings of the meeting in public are as shown above after each item.