Download - 2010 Community Survey Results
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Mosman CouncilCommunity Survey Results
Conducted by IRIS ResearchNovember 2010
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Key Results
• There has been improvement in resident satisfaction with Council performance, Council staff and Councillor performance since the 2006 survey.
• Some priorities for further improvement include provision of car parking, DA process, engagement/consultation with residents and the provision/maintenance of footpaths
• By far the single main issue of concern for the future is traffic, transport and roads.
• Views regarding the paid parking strategy are polarised, with 51.3% agreeing it is a good strategy.
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Survey Objectives
• Measure importance/satisfaction with services & facilities;• Measure overall satisfaction with performance of Council;• Measure overall satisfaction with the customer service
provided by Council staff • Measure overall satisfaction with Councillors’ performance;• Identify perceptions about Mosman LGA;• Gauge level of pride residents have towards the community;• Determine preferred communication methods;• Measure level of community agreement with parking
strategy.
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Survey Methodology
• Telephone Survey using IRIS Computer Aided Telephone interviewing (CATI) facilities.– Implemented under IQCA Quality guidelines.– Random Sample: White pages & ‘half-open’ method– Most recent birthday method
• Age and gender quotas applied
• Interviews conducted 27th Oct – 1st Nov 2010.
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Survey Methodology
• To qualify for an interview, had to be:– Residing in the Mosman Council Area for at least 6 months;– Over the age of 18 years.
• 411 interviews completed (59% compliance)
• Weighted to ensure the most accurate reflection of resident opinion
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Overall Satisfaction
Mean 2010 = 6.70
Mean 2006 = 6.53
High Sat = 67.0%
Low Sat = 3.9%
0.8% 0.4% 0.8% 2.0%
6.3%9.5%
11.9%
35.3%
24.2%
5.5%
1.8% 1.2%0%
5%
10%
15%
20%
25%
30%
35%
40%
0 Very Dissatisfied
1 2 3 4 5 6 7 8 9 10 Very Satisfied
X
2010 2007
Total satisfaction (6-10) = 78.7%
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Satisfaction Benchmarks
• Mosman performed well relative to comparable Councils
• Index score above average for comparable Councils.
6760
78
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10
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50
60
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100
Mosman 2010 Comparable Highest Lowest
Inde
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ore
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Most Important Services
Service / facility (rank order)
Importance rating (%)
Mean Score N/R
Low(0-3)
Medium(4-6)
High(7-10)
Waste & recycling collection services 0.3% 0.0% 1.4% 98.3% 9.20
Provision & maintenance of parklands 0.3% 0.5% 4.9% 94.3% 8.81
Overall cleanliness, appearance & management of public spaces 0.5% 0.2% 3.9% 95.4% 8.76
Providing & maintaining footpaths 0.3% 0.0% 6.1% 93.6% 8.74
Management & protection of the environment 0.7% 0.5% 6.0% 92.8% 8.69
Provision of car parking 0.4% 1.2% 7.8% 90.6% 8.69
Providing & maintaining Local Roads 0.0% 0.3% 8.9% 90.8% 8.58
Council engaging (consulting) with the community 1.6% 2.4% 7.8% 88.3% 8.57
Litter control & rubbish dumping 1.1% 1.4% 7.2% 90.3% 8.56
Enforcement of health & food regulations 4.1% 1.3% 10.2% 84.4% 8.53
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Least Important Services
Service / facility (rank order)
Importance rating (%)
Mean Score N/R
Low(0-3)
Medium(4-6)
High(7-10)
Services & facilities for people with a disability 10.8% 11.5% 10.1% 67.6% 7.42
Services & facilities for older people 8.5% 11.4% 11.6% 68.5% 7.34
Assisting economic development with business community & visitors 16.5% 3.8% 21.3% 58.4% 7.29
Providing & maintaining bike paths 8.5% 10.5% 20.6% 60.5% 7.02
Enforcement of parking restrictions 1.6% 11.7% 23.9% 62.8% 6.97
Library Services 2.9% 12.6% 23.0% 61.5% 6.86
Overall range of facilities & activities relevant to culture & the arts 3.1% 9.5% 29.8% 57.5% 6.59
Local festivals & events 3.7% 11.8% 32.2% 52.3% 6.32
Services & facilities for people from culturally & linguistically diverse backgrounds 12.5% 17.8% 19.3% 50.4% 6.22
Mosman Art Gallery & Community Centre 6.9% 24.8% 27.4% 41.0% 5.47
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Most Satisfied Services
Service / facility (rank order)
Satisfaction rating (%)Mean Score N/R
Low(0-3)
Medium(4-6)
High(7-10)
Library Services 17.6% 1.8% 16.7% 64.0% 7.73
Provision & maintenance of parklands 0.6% 2.8% 13.1% 83.5% 7.71
Waste & recycling collection services 0.1% 5.9% 15.3% 78.7% 7.69
Overall cleanliness, appearance & management of public spaces 0.6% 0.7% 16.8% 81.9% 7.67
Services & facilities for children & families 21.1% 1.1% 14.6% 63.2% 7.49
Cleaning of streets 0.8% 3.8% 21.1% 74.2% 7.40
Management & protection of the environment 6.1% 2.3% 19.4% 72.3% 7.40
Enforcement of health & food regulations 17.6% 2.2% 21.4% 58.8% 7.26
Services & facilities for older people 45.3% 0.5% 18.2% 36.0% 7.21
Litter control & rubbish dumping 1.8% 3.6% 27.5% 67.1% 7.12
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Least Satisfied Services
Service / facility (rank order)
Satisfaction rating (%)
Mean Score N/R
Low(0-3)
Medium(4-6)
High(7-10)
Assisting economic development with business community & visitors 41.5% 3.6% 28.4% 26.4% 6.01
Services & facilities for people from culturally & linguistically diverse backgrounds 53.0% 3.9% 25.9% 17.1% 5.98
Managing development (land use planning) 14.2% 9.1% 40.6% 36.2% 5.97
Traffic Management 5.8% 14.7% 41.9% 37.6% 5.84
Council engaging (consulting) with the community 8.5% 12.8% 39.8% 38.9% 5.82
Condition of public toilets 16.6% 11.7% 37.7% 33.9% 5.75
Provision of car parking 2.2% 15.6% 42.4% 39.9% 5.71
Enforcement of parking restrictions 5.0% 19.7% 37.5% 37.8% 5.55
Providing & maintaining bike paths 26.0% 12.9% 37.1% 24.0% 5.36
Development approvals process 29.2% 14.0% 35.5% 21.3% 5.22
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Quadrant AnalysisWaste services
ParklandsPublic spaces
Footpaths EnvironmentCar parkingLocal roadsCommunity engagement Litter & dumping Health regulations
Managing development
Traffic managementPublic toiletsDrainage
Overall community S&FHeritage
Cleaning streets
S&F for children & familiesStreet trees
Council info & supportDA process
Animal ControlS&F for youth Sport & rec facilities
S&F for disabledS&F for older peopleEconomic development
Bike pathsParking restrictions
Library services
Overall S&F culture & arts
Local festivalsS&F for people from bkgrds
Art Gallery & Community Centre5.4
5.8
6.2
6.6
7.0
7.4
7.8
8.2
8.6
9.0
9.4
5.2 5.4 5.6 5.8 6.0 6.2 6.4 6.6 6.8 7.0 7.2 7.4 7.6 7.8
Very good!
Need to improve!
Impo
rtanc
e
Satisfaction
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Quadrant Analysis
• Priority service areas for improvement are: Providing & maintaining footpaths Provision of car parking Providing & maintaining local roads Council engaging (consulting) with the community Managing development (land use planning) Traffic management Condition of public toilets Management of street trees Access to Council information & Council support Development approvals process
= High Imp + Low Sat
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Gap Analysis
Provision of car parking. 3.01 Development approvals process. 2.84 Council engaging/consulting with the community. 2.76 Providing and maintaining footpaths. 2.71 Condition of public toilets. 2.70 Managing development (land use planning). 2.54 Traffic Management. 2.51 Providing and maintaining Local Roads. 2.28 Providing and maintaining bike paths. 2.20
Mean Gap(IMP-SAT)
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External BenchmarksQuestion Index
Comparable Highest Lowest
Library Services 79 73 81 67
Mosman Art Gallery & Community Centre 73 62 73 56
Local festivals & events 68 65 72 54
Sport & recreational facilities 69 68 74 60
Provision & maintenance of parklands 77 67 77 58
Services & facilities for older people 74 59 74 46
Services & facilities for people with a disability 59 58 66 49
Services & facilities for children & families 62 61 68 56
Services for young people 71 55 71 41
Animal Management & Control 65 62 67 55
Waste & recycling collection services 77 77 86 59
Enforcement of health & food regulations 73 65 80 65
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External BenchmarksQuestion Index
Comparable Highest Lowest
Overall cleanliness appearance & mgmt of public spaces 76 63 87 50
Providing & maintaining Local Roads 62 52 62 42
Providing & maintaining footpaths 59 50 66 43
Providing & maintaining bike paths 68 53 68 43
Provision of car parking 56 52 68 31
Traffic Management 57 54 61 44
Condition of public toilets 58 45 58 36
Managing development (land use planning) 59 53 59 48
Development approvals process 51 48 69 31
Council assisting economic development 60 57 67 45
Council engaging (consulting) with the community 57 52 61 46
Access to Council information & Council support 67 60 67 49
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Satisfaction with Staff
Total satisfaction (6-10) = 79.6%
(Recent contact)
Mean 2010 = 7.5
Mean 2006 = 6.5
High Sat = 74.1%
Low Sat = 5.2%
2.0% 1.1% 1.5% 0.5%
3.9%
9.0%
5.5%
16.0%
22.5%
13.8%
21.8%
2.2%
0%
5%
10%
15%
20%
25%
30%
0 Very Dissatisfied
1 2 3 4 5 6 7 8 9 10 Very Satisfied
X
Recent ContactNo Recent Contact
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Staff Benchmarks
• Resident satisfaction with Mosman Council staff is amongst highest in the state.
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Mosman 2010 Comparable Highest Lowest
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Satisfaction with Councillors
2.6%0.5%
2.5%3.8%
5.9%
18.2%
12.2%
18.1%
12.9%
2.4%1.3%
19.6%
0%
5%
10%
15%
20%
25%
30%
0 Very Dissatisfied
1 2 3 4 5 6 7 8 9 10 Very Satisfied
X
2010 2007 Mean 2010 = 5.83
Mean 2006 = 5.66
High Sat = 34.8%
Low Sat = 9.5%
Total satisfaction (6-10) = 47.8%
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Councillors Benchmarks
• Satisfaction with Mosman Councillors sits just above average for Councils classified as comparable.
58 5663
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Mosman 2010 Comparable Highest Lowest
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Community Safety & Connectedness
• Residents feel safe and are proud of the Mosman area.• Proximity to city means many socialise outside the area.
Statement (rank order)
Agreement rating (%)
Mean Score
(out of 10)N/RLow(0-3)
Medium(4-6)
High(7-10)
I feel safe in my own home 0.0% 1.0% 3.4% 95.6% 8.83I feel safe walking around my neighbourhood 0.1% 0.8% 4.5% 94.6% 8.63People in Mosman are generally proud of their area 1.2% 0.3% 6.2% 92.3% 8.55My neighbourhood is a friendly place to live 0.8% 1.6% 13.9% 83.7% 8.05I can call on a neighbour or local relative if I need assistance 1.1% 5.7% 10.8% 82.4% 8.04
I feel I belong to the community I live in 0.5% 2.1% 19.3% 78.2% 7.85I make a contribution to the community I live in 2.7% 5.0% 26.4% 65.9% 7.16I mainly socialize in my local area 0.9% 11.4% 34.3% 53.5% 6.47
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Issues of ConcernIssue (rank order) Overall Mosman Bay Middle Harbour Balmoral
Traffic, transport and roads 41.0% 35.4% 50.0% 39.7%
Overdevelopment 16.8% 15.7% 15.7% 19.1%
Parking 11.5% 18.3% 3.5% 10.3%
Environment and climate change 4.3% 1.1% 10.2% 2.7%
Over population and over crowding 3.9% 3.9% 3.9% 4.0%
Protecting heritage and village feel 2.6% 1.1% 5.7% 1.5%
Providing adequate services and facilities 2.4% 4.4% 1.6% 0.6%
Services and facilities for aging population 2.0% 0.9% 0.0% 5.3%
Maintaining current quality and integrity 1.3% 3.4% 0.0% 0.0%
Services and facilities for children and families 0.7% 0.0% 1.0% 1.4%
Stormwater management 0.6% 1.1% 0.0% 0.6%
Shopping strips versus shopping centres 0.6% 0.7% 0.0% 1.0%
Tree management 0.5% 0.7% 0.0% 0.6%
Waste management 0.4% 0.0% 0.0% 1.4%
Vandalism/safety 0.4% 0.0% 0.9% 0.4%
Other 4.5% 6.0% 3.6% 3.4%
Non response 6.4% 7.1% 3.8% 8.0%
Total 100.0% 100.0% 100.0% 100.0%
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Mosman is...
... A wonderful/great place to live 30.2%
... A beautiful place 17.6%
... My home 5.7%
... Perfect/ paradise/ the best place to live 5.3%
... Friendly and community orientated 5.0%
... Convenient 4.3%
... Quiet and pleasant 4.0%
... Safe and clean 3.1%
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Paid Parking Strategy
13.3%
2.0%4.1% 4.8%
6.2%
17.4%
5.1%
11.0%
16.2%
5.9%
13.1%
0.8%0%
5%
10%
15%
20%
25%
0 Strongly Disagree
1 2 3 4 5 6 7 8 9 10 StronglyAgree
X
30.4% 51.3%
• Views were quite polarised - 13.1% provided the max score of 10, while 13.3% provided the min score of 0.
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Paid Parking Strategy
• While there is no clear consensus on this issue, overall 51.3% of the residents surveyed agreed that it was a good strategy to deal with parking issues.
• Meanwhile, a lesser 30.4% disagreed while the remaining 17.4% were undecided or unfazed.
Agreement rating (%)
Mean Score
(out of 10)N/RLow(0-3)
Medium(4-6)
High(7-10)
On-street paid parking at Mosman beaches and foreshore reserves is a reasonable strategy to help manage the costs and other impacts of visitors?
0.8% 24.2% 28.8% 46.3% 5.63
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Conclusion
• Resident perceptions of Council’s performance are positive across the ‘top line’ key performance indicators:
Overall satisfaction with Council is strong
Satisfaction with Council staff is strong
Satisfaction with Councillors is improving
However, detailed analysis of individual services and facilities uncovered a number of opportunities for improvement…
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Conclusion
Priority Rank Service/Facility
Identified as not meeting resident expectations in…
Quadrant Analysis Gap Analysis
(Higher importance/Lower satisfaction)
(Higher than average gap b/w importance & satisfaction)
1 Provision of car parking X X
2 Development approvals process X X
3 Council engaging (consulting) with the community X X
4 Providing & maintaining footpaths X X
5 Condition of public toilets X X
6 Managing development (land use planning) X X
7 Traffic management X X
8 Providing & maintaining local roads X X
9 Providing & maintaining bike paths X
10 Management of street trees X
11 Access to Council information & Council support X