Gladstone Regional Council's partnership with Peak 24/7
Since 2016, Peak 24/7 has provided comprehensive support services in partnership with Gladstone Regional Council. The services we provide to Council are wide ranging and unique. We focus on delivering a quality, bespoke service to Gladstone.
Bespoke and unique service provisions
- Water infrastructure fault/alarm responses
- Social media updates
- Website updates
- Service request lodging directly into Council’s Customer Relationship Management (CRM) system
- Lone worker monitoring support services
- Unlimited bridge response services (Matthew Flinders Bridge)
Our track record
Peak fielded on behalf of Council a volume of 7,731 calls over the 2018-2019 financial year (approx. 645 per month)
Last financial year, Peak achieved a combined GOS result amounting to 86% of calls answered within 30 seconds
CASE STUDY – 2019/20 BUSHFIRES
The 2019/20 Australian bushfire season placed considerable pressure on government services and local councils with responsibility to manage and respond appropriately to the heightened bushfire threat. On 9 November, due to deteriorating fire conditions and fires threatening homes across Queensland, a State of Fire Emergency was Declared across 42 Local Government areas across Southern, Central, Northern and Far Northern Queensland. Extended fire bans were put in place in local government areas across Queensland.
Peak provides a comprehensive after hours and emergency service to the Gladstone region. To assist with the heightened fire activity experienced during the season, Peak launched proactive measures to mitigate the impact on the community and to equip residents with appropriate impact prevention tactics.
Prior to any request by Council, or any alert from the Bureau of Meteorology (BOM), Peak launched a campaign to actively manage the increased bushfire threat to the Gladstone LGA via social media monitoring services. Peak manually researched for updates from the Queensland Fire and Emergency Services (QFES) social media platforms. Following notification, Peak accessed Council’s nominated social media account/s remotely and posted social media updates as applicable to the Gladstone community. This response effort was conducted ad hoc, in addition to any alerts received and actioned from the BOM.
Peak’s proactive management of the threat demonstrated a situational awareness of its impacts and a strong understanding of Queensland local government disaster management.
In response to the 2019/20 bushfires, Peak mobilised a team of social media monitoring specialists to provide active social media support on behalf of Gladstone Regional Council. Peak monitored platforms and updates from support agencies such as the QFES. Peak then proceeded to post alert information on social media on behalf of Council including, but not limited to:
- Fire ban notices
- Road closures
- Evacuations
- Do not return alerts
The value in Peak’s social media response effort was underpinned by an intimate knowledge of Gladstone’s LGA.
Peak ascertained that two areas in particular within the Gladstone region were under bushfire threat. Peak monitored these two threats specifically in support of Council and provided relevant, timely advice regarding these threats. In addition, Peak provided an appropriate level of general advice to residents.