Key efficiency indicators

1. Timeliness of response to stakeholder concerns or complaints

Target: Response to 95 per cent of stakeholder concerns or complaints within 28 days (excluding the initial confirmation response)

Providing a timely response is an important part of effective complaints handling. The FPC has set a target that 95% of responses will be within 28 days of the initial receipt of the complaint. The target has been increased in 2019-2020 due to increased performance.

It is important to note that some complaints or concerns may take longer than 28 days to reach a final outcome, and not all complaints or concerns will necessarily have an agreed resolution. The FPC aspires to work constructively and proactively with all stakeholders and to address any concerns or complaints raised within a reasonable timeframe.


2. Timeliness of initial response to Ministerial requests and Parliamentary Questions

Target: 95 per cent of responses provided on time

The FPC is committed to providing accurate and timely information to our Minister and Parliament to enable informed decisions to be made, and the effective functioning of our Government. It is also important that FPC operates with accountability and transparency.

Each Ministerial request and Parliamentary Question has a deadline placed on it, which is agreed with the Minister’s Office. The FPC will meet the KPI target if at least 95 per cent of Ministerial requests and Parliamentary Questions are responded to within the agreed timeframes. Note that due to improved performance, the KPI target has been raised from 90 per cent to 95 per cent for 2019-2020.

* Note that results have been rounded to the nearest one per cent.


3. Operating profit

Target: The FPC achieves a profit before abnormal accounting items, grants and subsidies from State Government and movements in biological asset valuations

The FPC achieved a $0.9 million profit result in the 2019-2020 year.

Note that a change in accounting policy in July 2019 impacted the 2017-2018 and 2018-2019 outcomes. Refer to 2018-2019 annual report for further information on prior year results. Refer to note 9.10.1 of the financial statements of this annual report for information on the variance between target and actuals. The target used for the KPI is the projected financial performance set prior to the start of the financial year.


4. Cost per dollar of revenue generated

Target: The cost per dollar of revenue generated to decrease over time

The figures below reflect revenues and costs excluding amortisation and contribution income on licences and forestry right-of-use assets, to reflect the true cost per dollar for native forest and sandalwood operations. Note that sandalwood and native forest prior year results have been adjusted since 2018-2019 annual reporting, to remove amortisation non-cash expense.

Native Forest
The unit cost per dollar generated in 2019-2020 remained stable.

The previous year’s result was negatively impacted by higher sales of lower margin products and additional costs associated with a fire in the Lewana plantation ($2.6 million). After considering this impact, the unit cost per dollar generated has remained stable.

The unit cost per dollar generated in 2019-2020 increased by nine cents due to a reduction in the average value of products sold during the year.