2014 GREENWICH RESIDENT SATISFACTION SURVEY. Nancy Lin Kaitlin Norton

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1 2014 GREENWICH RESIDENT SATISFACTION SURVEY Nancy Lin Kaitlin Norton University of Connecticut Department of Public Policy December 2014

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3 ii. TABLE OF CONTENTS EXECUTIVE SUMMARY... 1 INTRODUCTION... 2 COMMUNITY FIRST INITIATIVE... 2 PROJECT PURPOSE... 3 BACKGROUND AND RESEARCH DESIGN... 4 TARGET POPULATION... 4 SURVEY INSTRUMENT... 5 Measuring Scale Used in the Survey... 7 Vendor Process... 7 Survey Timeline... 8 METHODOLOGY AND DATA... 9 RESPONSE RATE... 9 OVERVIEW OF SAMPLE... 9 RESULTS GENERAL SATISFACTION IMPORTANCE OF SERVICE DEPARTMENTS BUILDING INSPECTION DIVISION PLANNING AND ZONING DEPARTMENT INLAND WETLAND AND WATERCOURSES AGENCY HIGHWAY DIVISION PARKS AND RECREATION DEPARTMENT RECREATION PASSES PARKS AND RECREATION RECREATION SITES DATA RESULTS CONCLUSION RE-ADMINISTERING THE SURVEY CONCLUSION APPENDICES APPENDIX A. SURVEY INSTRUMENT APPENDIX B: VENDOR CONTACT INFORMATION APPENDIX C. RESPONSE RATES DISPOSITION/DIALING SUMMARY APPENDIX D. DEMOGRAPHICS OF SURVEY RESPONDENTS APPENDIX E. CENTRAL TENDENCY MEASURES... 42

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5 1 Executive Summary The Town of Greenwich is committed to providing outlets for residents to express their opinions, preferences, and satisfaction with services offered by the Town. First Selectman Peter Tesei and the Office of the First Selectman contacted the Department of Public Policy at the University of Connecticut and expressed interest in evaluating resident satisfaction with town-provided services. In the fall of 2014, the Office of the First Selectman worked with a team of University of Connecticut (UConn) graduate students to create a resident satisfaction survey, which was administered via the telephone, in order to receive feedback on Town services. A copy of the survey and a complete report of the results can be found in the appendices of this report. Key Findings Residents were asked to rate their satisfaction with several key services provided by the Town. The survey included questions regarding primary government services as well as target services, which were identified by the Office of the First Selectman. 1 In the first level of analysis provided by the UConn team, the following are the key findings of the survey. Based on the average value of responses, residents indicated a high level of satisfaction with the following services: Primary services: Fire department (6.54), police department (6.05), public schools (5.49); overall satisfaction of services (5.65); and investment of tax dollars (5.32) Accuracy of information provided by staff from the target services 2 : Building Inspection Division (4.18), Planning and Zoning Department (5.06), and Parks and Recreation Department (Recreation Passes: 5.88) Residents gave the following lower ratings compared to other factors measured within each service department: The factors measuring time spent obtaining permits for the Building Inspection Division (3.54), Planning and Zoning Department (3.26), and Inland Wetland and Watercourses Agency (2.24) The factor measuring time waiting at Town Hall for recreation passes (4.73) Ease of finding service information on the Town s website for Building Inspection Division (3.33), Planning and Zoning Department (4.09), Inland Wetland and Watercourses Agency (3.99), and Parks and Recreation Department (Recreation Passes: 5.49) (Recreation Sites: 5.46) Communication of projects and road conditions (4.39) 1 The primary services concerned the fire department, police department, and public schools. The targeted services were under the Building Inspection Division, Planning and Zoning Department, Inland Wetland and Watercourses Agency, Highway Division, and Parks and Recreation Department. 2 The Building Inspection Division and the Highway Division are under the Department of Public Works.

6 Introduction The First Selectman serves as the Town of Greenwich s full-time chief executive officer of the Town and assists with day-to-day administrative decisions. The First Selectman works alongside four governmental boards: the Representative Town Meeting (RTM); the Board of Estimate and Taxation (BET); the Board of Education (BOE); and the Board of Selectman. 3 In this style of government the primary opportunity for residents to participate in governmental decision-making is though the RTM, which serves as the Town s legislative body and, in Greenwich, is comprised of approximately 230 elected members. Public participation in the governmental decision-making process can provide benefits to Town administrators and residents. One benefit for the Town includes better information and improved performance by being aware of citizen s preferences and opinions that would otherwise be unavailable. Public participation can also increase trust and support for policy changes by creating buy-in from those who helped shape the changes. For residents, the benefits of participating can include a better fit of public policies and services to their preferences, leading to a better quality of life. 4 Surveys are a tool that are often used to measure and track resident satisfaction to provide the aforementioned benefits. Surveys help to change the way government administrators accomplish, measure, and develop policy changes as well as future plans. When surveys are administered to a random sub-population of a community, this provides an opportunity for the surveyor to collect representative feedback and opinions that citizens may not have otherwise shared. Random surveys also allow town administrators to collect a broad range of data that can be used to highlight areas in the town that need immediate attention or areas where resources may be directed to make sustainable policy or process changes. Community First Initiative In , the Town launched the Community First Customer Service Initiative aimed at promoting excellent customer service in the Town s various departments. The 2014 Annual Department Operational Plan states the purpose of the initiative and its ongoing mission: The purpose of the initiative was to provide employees with the tools to assist them in providing quality customer service in economically challenging times. The focus of Community First is the effective blend of both technology and interpersonal skills in the daily interaction with constituents. In , more than 1,200 employees received training appropriate to their position within the Town. In , training will continue as needed and follow-up measures will be implemented to insure that what was learned in that training is being successfully put to use Tesei, P. (2014). First Selectman s message. Town of Greenwich, Connecticut Website. Retrieved from: 4 Thomas, J. C. (2013). Citizen, customer, partner: Rethinking the place of the public in public management. Public Administration Review, November/December Annual Department Operational Plans (2014). Town of Greenwich, Connecticut. Retrieved from:

7 3 To further expand this initiative, the Town recommended the service departments add customer service measurements to their annual operational plans in order to quantify the improvement to their services. Project Purpose The Town of Greenwich is committed to continuously monitoring the satisfaction of its residents. Residents communicate with the Town in a variety of ways including phone calls, postag , s, and face-to-face interactions with Town administrators. However, even with this open-door model, the Town cannot guarantee that it hears from a representative sample of its residents. First Selectman Peter Tesei and administrators from the Office of the First Selectman, in connection with Community First, contacted Dr. Jennifer Dineen, Program Director of the University of Connecticut s (UConn) Department of Public Policy Graduate Program in Survey Research, to assist with an initiative to assess resident satisfaction of certain town-provided services. To fulfill the Office of the First Selectman s request, a two-member Capstone Team of Masters of Public Administration (MPA) students worked under the supervision of Dr. Dineen and Dr. Kerri Raissian, the UConn Department of Public Policy Capstone Director, to create and administer a satisfaction survey of Greenwich residents in the fall of The resident satisfaction survey was administered by phone to a random sample of Town residents 18 years of age or older. Castleton Polling Institute administered the survey from October 13-29, Preliminary analysis is provided below. The Office of the First Selectman has stated the Town s intention to recreate this survey on a biennial or triennial basis and to compare the responses to the 2014 benchmark data. By using the 2014 data as a benchmark, the Town will be able to measure the changes in satisfaction in the departments targeted by the survey and craft policy or management responses as appropriate.

8 4 Background and Research Design Our research accomplished the following set of objectives: Developed a resident satisfaction survey; Conducted preliminary analysis of survey results; Provided information on how to re-administer the survey in the future. In this section, we describe the background and methodology of the 2014 resident satisfaction survey. To gather background information on the five service departments targeted in our study, we visited Greenwich Town Hall in late September to meet with administrators from the Office of the First Selectman, including First Selectman Peter Tesei. In this meeting, the Executive Assistant to the First Selectman Michael Rosen and Special Projects Manager Dustin Anderson identified the following departments as services the Office of the First Selectman specifically wanted to measure on the survey: Building Inspection Division 6, Planning and Zoning Department, Highway Division 7, Parks and Recreation Department, and Inland Wetland and Watercourses Agency. After deciding upon the aforementioned services, we visited and spoke with staff from the service departments with the exception of the Inland Wetland and Watercourses Agency. 8 Visiting the service departments gave us insight into how residents interact with the departments. Through these interactions we learned more about the processes and direct services that the departments provide. Additionally, First Selectman Tesei s office provided us with the reports the service departments submit to him outlining their operations and yearly goals. 9 We were also provided a copy of the results from the Town of Greenwich s most recent resident survey that was conducted in These tools were instrumental in the survey creation and allowed for a firm understanding of how Greenwich residents interact with the government service departments. Target Population The population of interest for the 2014 survey consists of men and women over the age of 18 who reside in the Town of Greenwich. According to the United States 2010 Census, the Town has a total population of 61,171, which is comprised of approximately 23,076 households. 10 The 6 The Building Inspection Division is organized under the Department of Public Works. 7 The Highway Division is organized under the Department of Public Works. 8 The department s office was closed for the rest of the day when the team visited. 9 Final Budget (FY15), Annual Report (FY12), Fiscal Operational Plans (FY2013), Annual Department Operational Plans (FY15) 10 U.S. Census Bureau; generated by Nancy Lin; using American FactFinder; < Retrieved on 7 September 2014.

9 5 population is distributed such that there are 44,833 residents (or 73% of the total population) over the age of 18. The population over the age of 18 has a median age of 50 years, of which 46% are male and 54% are female. Survey Instrument After the initial visit to Greenwich Town Hall and a discussion with Mr. Rosen and Mr. Anderson, the team developed a 12-minute telephone survey reflecting the various aspects of resident service. 11 The 2014 resident satisfaction survey consists of department-specific questions, importance of each service, two questions specifically expressed by the Office of the First Selectman, general broad satisfaction questions, and demographic questions. The primary objective of the survey was to measure resident satisfaction with the five service departments identified by administrators from the Office of the First Selectman. In the development of the survey, we examined a variety of existing satisfaction surveys and how they have been used to capture the preferences and opinions of residents. From our research we determined four overall factors that are used to measure service satisfaction: TIME: which represents the convenience of the service and/or its process with respect to time; ACCURACY: which represents the accuracy of information provided; HELP: which represents the assistance provided by staff members; INFORMATION: which represents the ease of finding information provided on the Town s website or the degree of communication provided about a service. We used these four factors to create backbone parallel structure of questions in the survey for each service department. 12 These factors were then tailored for each service department. The following sections describe why and how we tailored each factor a certain way. Building Inspection Division, Planning and Zoning Department, and Inland Wetland and Watercourses Agency are service departments that provide residents with permits. Since the departments have a similar overall structure we found it beneficial, for data comparison, to construct these departments questions in the same way, asking the questions in a parallel fashion. To do this we began by asking if the respondent had obtained a permit from the department in the last five years, allowing those who have not to skip over the remainder of that department s questions. Next, we asked if the respondent personally had obtained the permit or if they used a contractor. 13 To respondents who used a contractor to obtain a permit, we could only ask if their contractor expressed any difficulties working with the service departments. To respondents who used the permitting services directly, the survey asked questions pertaining to the four measures of satisfaction. First the respondent was asked about their satisfaction with the time spent in the permit process. Next, the respondent was asked about the degree of accuracy on the information that the departments provided. Helpfulness was assessed in regards 11 On average, the survey took 12 minutes to complete. 12 The services under the Parks and Recreation Department were split into two parts: services provided at Town Hall and services provided at recreation sites. 13 Those who used a contractor were given a different skip pattern. See Appendix A.

10 6 to the satisfaction of staff assistance. Finally, satisfaction related to information was asked by determining the ease of finding information from the department s website. Because the Town of Greenwich has a large Parks and Recreation Department that services residents in a multitude of ways we chose to separate the department into two sections on the survey. The first section asked about the recreation passes that residents obtain from the department, and the second section pertained to the programs and activities at recreational sites. 14 To measure satisfaction with the recreation pass process, a screening question determined whether the respondents had applied for or renewed a pass in the last 12 months. Since many residents buy recreation passes, asking respondents who experienced the process in the last 12 months allowed us to measure the latest interactions with residents and the department. To accurately gauge the respondents experience with the pass process, we inquired if they used the service in-person at Town Hall or used postag to submit their paperwork. By specifying the purchasing method, residents who interacted with the Town Hall staff could rate their satisfaction with the wait time for recreation passes. Similar to the question format of the permitting departments, both mail and Town Hall users were asked about their satisfaction with the service by: accuracy of information provided by staff, helpfulness of staff assistance, and ease of gathering information on passes on the department s website. All respondents were asked about their satisfaction with the Parks and Recreation leisure sites, which includes parks, beaches, athletic fields, playgrounds, community centers, and a municipal golf course. To maintain consistency in our satisfaction measures, questions were constructed to assess time, accuracy, help, and information. The hours of operation for the recreation sites evaluated the satisfaction with time. Satisfaction with the department s accuracy was determined by asking respondents about the maintenance of parks, trails, and open spaces. Because staff members typically are present at the recreation sites, we asked about the assistance of on-site staff to measure the helpfulness aspect. As with each department, satisfaction with information was gauged as ease of finding information on the department s website. Since residents do not directly interact with staff from the Highway Division, questions pertaining to the Department of Public Works Highway Division could not be asked in the same manner as the permitting departments or the Parks and Recreation Department. The Highway Division repairs and maintains the roads and sidewalks. Since people use the services of the division daily, we eliminated a screening question in this section of the survey and posed the same questions to each survey respondent. Services of the division were measured in the following manner: satisfaction with the convenience of construction hours, effectiveness of winter maintenance of roads in the Town, satisfaction with the prioritization of the projects selected by the department, and communication of road projects, highway conditions, and work zones. The 2014 survey also captured information about how important the five service departments are to respondents. This information can be used to identify priorities for improvement. More energy and effort should be spent on services that scored low on satisfaction but high on importance than services that scored low on both satisfaction and importance. 14 Recreation passes include beach, park, and tennis passes.

11 7 In addition, First Selectman Tesei s office expressed interest in including specific questions in the survey. The first question was to assess residents perceived value of their tax dollars. The second was a qualitative response question to determine what service could be added or improved to make the Town of Greenwich a better place to live. 15 We relied on survey research design to order the questions in our survey. Surveys want to engage the respondent from the beginning of the conversation, and to do this we added broad questions to build initial trust between the interviewer and the respondent. Our broad questions included the overall satisfaction with services and the satisfaction with larger services the Town provide such as the police department, fire department, and public school district. We included demographic questions at the end of the survey in order to increase the item response rates of these questions. For a variety of reasons demographic questions can make respondents feel uneasy, but by placing the questions at the end of the survey the interview feels more conversational. Measuring Scale Used in the Survey The survey questions utilized a 7-point scale. A 7-point scale offers plenty of response options and a clear midpoint option. For purposes of this survey, one is used as the lowest possible response option, and seven is used as the highest possible response option. The midpoint is the moderate value of the scale; on the 1-7 scale the midpoint value is 4. For further clarification on scales for each question, please see Appendix A. Vendor Process With the approval of the Office of the First Selectman, we utilized the services of Castleton Polling Institute. Castleton Polling Institute is a research unit at Castleton State College run by Dr. Richard Clark, Director of the Castleton Polling Institute (Castleton), and Christopher Becker, Operations Manager. Their contact information can be found in Appendix B. We carefully crafted the wording of each survey question to convey clear and neutral language. Meticulous language was used to ensure no double-barreled questions 16 or leading questions 17. Our faculty advisors, Dr. Dineen and Dr. Raissian, reviewed a preliminary version of the survey. We then pre-tested the survey with six people including UConn students and faculty, people who have used permit services in other municipalities, and people who have never taken a telephone survey before. The pre-tests verified the intent of the survey questions and clarified that it was created for a random sample of respondents. First Selectman Tesei, Mr. Anderson, and Mr. Rosen approved the survey before the final version was given to Castleton. The final draft of the survey was sent to Castleton on October 10, 2014, to allow the Institute enough time to purchase the landline frame sample. Using this purchased sampling frame, 18 Castleton randomly selected respondents by utilizing RDD (Random Digit Dial), a method of 15 The qualitative data was made available to the Office of the First Selectman to be used for further analysis of the responses. 16 A double-barreled question touches on more than one issue or topic, but only allows for one answer. 17 A leading question suggests or influences a respondent to answer a certain way. 18 The sampling frame is the listing of the accessible study population, households in this survey, from which we can draw our sample.

12 8 randomly generating phone numbers. 19 Castleton programmed and tested the survey, which has randomization of sections and skip patterns 20, in their CATI (Computer-Assisted Telephone Interviewing) System. The CATI system automatically randomized sections, allowing interviewers to seamlessly transition from section to the next randomly generated section. Similarly, based on the response to a question, the CATI system automatically moves to the next applicable question. For a more in-depth look into the survey randomization and skip-patterns, please see Appendix A. Survey Timeline After programing and pre-testing the survey, Castleton began interviewing the evening of Monday, October 13, Throughout the fielding period, Castleton provided us with multiple updates on the number of completed calls and any potential issues. On October 14, 2014, Castleton notified us that they were interviewing fewer respondents per day than expected. If this continued, Castleton would not be able to secure a sample size of 1,000. To increase the number of respondents Castleton proposed adding daytime calling shifts and three weekend calling shifts. At our request, Castleton allowed a number in the landline sample to accumulate up to nine callbacks attempts, in the event a call was unanswered or went to an answering machine. After making these changes, we captured our completed sample ahead of schedule; we reached 1,002 completed calls on Wednesday, October 29, Table 1 outlines the timeline of our vendor and survey fielding process. Table 1. Timeline of Vendor and Fielding Process Date Task September 17, 2014 October 4, 2014 October 9, 2014 October 10, 2014 October 11, 2014 October 13, 2014 October 29, 2014 October 31, s requesting for quotation and availability sent to potential vendors Pre-testing of survey begins Pre-testing of survey ends Final survey instrument sent to vendor General Service Agreement signed between vendor and Mr. Anderson Survey in the field Survey completed in the field Cleaned dataset sent to the Capstone team via 19 RDD is a method of randomly generating numbers of a phone number. Landline numbers are determined by region and therefore have the same area code and prefix; the digits of the bank number are varied. RDD randomizes the bank numbers of a region to make the calls; PewResearch (2014). Random digit dialing Our standard method. Center for the People & the Press. Retrieved from: 20 Skip patterns enable interviewers to skip questions that do not apply to a respondent.

13 9 Methodology and Data In this section we provide preliminary analysis of the survey results. On October 31, 2014, the vendor provided us with a dataset of 1,002 responses and a codebook. The data represents a sample of Greenwich residents who are 18 years or older. Since the survey did not include every resident living in Greenwich, the sample statistics may differ from the population parameters. To account for sampling error, each survey result has a standard error of mean, which captures the imprecision of the sample estimate relative to the population s true value. 21 As with our survey, it is common for a large number of completed surveys to give a smaller more precise standard error. The standard errors for each survey result can be found in Appendix E. Based on the random sample of 1,002 respondents, the margin of error for the entire survey is +/- 3 percentage points. 22 Questions with fewer than 1,002 respondents have higher margins of error. Response Rate Castleton Polling Institute made a total of 22,062 call attempts to Greenwich residents to reach the 1,002 completed calls and 98 partially completed calls. 23 A call was considered partial and not categorized as a refusal if the respondent answered questions up to In general, how satisfied are you with the services provided by Greenwich? 24 The response rate is calculated as the proportion of all calls that were completed or partially completed, excluding ineligible calls. 25 Using this definition, the response rate for the survey was 5.6%. For more information on how we calculated the response rate, please refer to Appendix C. Overview of Sample Ideally, the survey sample should be representative of the population of the Town of Greenwich. However, problems such as non-response may cause some groups to be over- or underrepresented in a sample; particular age groups or a gender can be over- or under-represented in the survey data. To ensure that the data is representative of the general Greenwich population, the data was weighted to age and gender. Weighting is a common technique used to adjust response data to more closely resemble demographics of the population. By weighting the responses of under-represented respondents more than over-represented respondents, the sample reflects the population of interest, and the results can be deemed as representative of the preferences, opinions, and responses of the total population. Please refer to Appendix D for the complete demographics of survey respondents. 21 In general, as the size of a random sample increases, the standard error decreases because the sample becomes more likely to be representative. Formulaically, the standard error is SE = s/sqrt(n), where s is the standard deviation and n is the sample size. 22 ME = 1.96*sqrt[(p*(1-p))/n], where p is the sample proportion and n is the sample size. 23 Aside from being used in the calculation of response rates, partially completed calls were not included in the results. 24 See Appendix A for the order of survey questions. 25 The American Association for Public Opinion Research (2008). Standard Definitions: Final Dispositions of Case Codes and Outcome Rates for Surveys. 5th edition. Lenexa, Kansas: AAPOR.

14 Results For our preliminary analysis, we focused on the mean value of each variable, which measures the average value of a variable in the dataset. Please refer to Appendix E for the complete table of central tendency values including the standard error of mean for each of the variables in the 2014 survey. The following sections discuss the mean response values for the general satisfaction of primary services and of the Town, the importance of service departments, the Building Inspection Division, the Planning and Zoning Department, the Inland Wetland and Watercourses Agency, the Highway Division, and the Parks and Recreation Department for recreation passes and recreation sites. Each section is structured in the same way; each section includes the questions asked of respondents, a graph that depicts the averaged response for each question, and a brief analysis of the results presented. The graphs are formatted so that the 1-7 scale is on the vertical axis, of which 4.0 is the midpoint and is interpreted as the moderate value. The sample size (n) is provided for each section located at the bottom right-hand corner of the graph. The variables, or measures of interest, are laid out on the horizontal axis of the graph. The columns are the results of the variables, represented as the response mean. For the averaged response the mean is calculated by taking the sum of the values given by respondents divided by the total number of respondents The mean includes only respondents who answered 1-7 and excludes those who refused or responded don t know.

15 11 General Satisfaction The general satisfaction section measured responses to the following questions: In general, how satisfied are you with the services provided by Greenwich? Overall, how satisfied are you with the local police protection? Overall, how satisfied are you with the services provided by your local fire department? Overall, how satisfied are you with the quality of education provided by the local public schools? Now thinking about the Town of Greenwich, in general, how would you rate the value of your tax dollars? The averaged responses with the general service questions on the survey, based upon the mean of the responses among residents who provided a response from 1 to 7, were: services provided by the Town of Greenwich (5.65), local police protection (6.05), services provided by local fire department (6.54), quality of education provided by the local public schools (5.49), and rating on the value of tax dollars (5.32). Figure 2 below, shows the average responses for the general satisfaction question on the survey. Figure 2: General Satisfaction Average Values General Satisfaction Town Services Police Fire Public Schools Investment of Tax Dollars Response Mean n= 1,002 In general, residents have a favorable impression of their quality of life in Greenwich and were satisfied with primary town-provided services. Of the three primary services measured, residents were most satisfied with the services provided by the fire department. On a scale of 1 to 7, the

16 local fire department averaged a perceived satisfaction rate of Residents on average valued the quality of education at public schools lower than police protection and services of the fire department; however, residents were still satisfied with the quality of education at public schools. Of the five general questions, the average value of tax dollars to the Town was the lowest at 5.32 on a scale of 1 to 7. 12

17 13 Importance of Service Departments The survey measured each respondent s perceived importance of the five service departments by asking the following question: Please tell me how important each of the following town services are to you on a scale of 1 to 7, one is not at all important and seven is extremely important: (1) Building Inspection Division, (2) Planning and Zoning Department, (3) Highway Division, (4) Parks and Recreation Department, [and] (5) Inland Wetland and Watercourses Agency. Figure 1: Importance of Service Departments Importance of Service Departments Building Planning Highway Parks & Rec Inland Response Mean n= 1,002 Figure 1 above, shows the average responses for the importance of the five service departments. On average, residents find these services as important. Most residents rated the importance of each department as a 5 or 6 out of 7. Of the five service departments, residents, on average, valued the Parks and Recreation Department as the most important. By contrast, residents, on average, valued the Inland Wetland and Watercourses Agency as the least important out of the five service departments. Logically, the Parks and Recreation Department is valued highly because most residents use services offered by this department. Due to the nature of its functions, the Inland Wetland and Watercourses Agency may not be valued as highly as the other service departments. The Agency primarily provides services to those who live near or on properties that contain wetlands, watercourse areas, or drainage systems meaning that only a very specific group of users would utilize services offered by the Agency.

18 14 Building Inspection Division The services under the Building Inspection Division are measured using the four factors time, accuracy, help, and information. The questions were asked in the following manner: TIME: How satisfied are you with the length of time spent obtaining building permits? ACCURACY: To what degree did the Town Hall staff provide you with accurate information on current building codes? HELP: Overall, how satisfied are you with the Building staff in assisting you? INFORMATION: How easy was it for you to find the information you needed from the Building Division through the town s website? Figure 3: Building Inspection Division Average Values Building Inspection Division TIME ACCURACY HELP INFO Response Mean n= 140 Figure 3 above, shows the average responses within the department. The averaged responses with the Building Inspection Division, based upon the mean of the responses among residents who had an opinion, were: TIME (3.54), ACCURACY (4.18), HELP (4.03), and INFORMATION (3.33). Compared to the general questions, residents were not as satisfied with service provisions under the Building Inspection Division. Ratings for the four factors were between 3.33 to On a scale of 1 to 7, the average values for the four factors were around the midpoint or below. Residents on average valued the time spent obtaining permits and ease of finding information on the Town s website as the lowest; both were below the midpoint value of 4.

19 15 Planning and Zoning Department The services under the Planning and Zoning Department were measured using the four factors time, accuracy, help, and information. The questions were asked in the following manner: TIME: How satisfied are you with the length of time required to go through the planning and zoning process? ACCURACY: To what degree did the Town Hall staff provide you with accurate information on the planning and zoning process? HELP: Overall, how satisfied are you with the Planning and Zoning staff in assisting you? INFORMATION: How easy was it for you to find the information you needed from the Planning and Zoning Department through the Town s website? Figure 4: Planning and Zoning Average Values Planning and Zoning TIME ACCURACY HELP INFO Response Mean n= 119 Figure 4 above, shows the average responses within the department. The averaged responses with the department, based upon the mean of the responses among residents who had an opinion, were: TIME (3.26), ACCURACY (5.06), HELP (4.38), and INFORMATION (4.09). The range for factors under the Planning and Zoning Department were wider compared to the Building Inspection Division, and were between 3.26 to The accuracy, help, and information factors were valued on average over the midpoint 4.0 and were valued higher when compared to the same measures under the Building Inspection Division. The satisfaction of time spent in the planning and zoning process is on average valued lower than the time factor under the Building Inspection Division. Similar to the Building Inspection Division, the time and information factors are the lowest values out of the four measures.

20 16 Inland Wetland and Watercourses Agency The services under the Inland Wetland and Watercourses Agency were measured using the four factors time, accuracy, help, and information. The questions were asked in the following manner: TIME: How satisfied are you with the length of time required to go through the Agency s regulatory and inspection process? ACCURACY: To what degree did the Town Hall staff provide you with accurate information on the process? HELP: Overall, how satisfied are you with the Agency staff in assisting you? INFORMATION: How easy was it for you to find the information you needed from the Agency through the Town s website? Figure 5: Inland Wetland and Watercourses Agency Average Values Inland Wetland and Watercourses Agency TIME ACCURACY HELP INFO Response Mean n= 57 Figure 5 above, shows the average responses within the Agency. The averaged responses with the Agency, based upon the mean of the responses among residents who had an opinion, were: TIME (2.24), ACCURACY (2.58), HELP (2.53), and INFORMATION (3.99). Unlike the other permitting departments, all four factors under the Agency are below the 4.0 midpoint. The four factors ranged from 2.24 to Contrary to the other two permitting departments, the information factor of the Inland Wetland and Watercourses Agency has the highest average rating out of the four factors. Similar to the other two permitting departments, residents are not satisfied with the time spent on the permitting process.

21 17 Highway Division The services under the Highway Division were measured using factors that deviate slightly from the usual four factors time, accuracy, help, and information only the time and information measures were applicable to this division. The Highway Division questions were asked in the following manner: Overall, how satisfied are you with the services provided by the Highway Division? TIME: How convenient are the hours of road construction in Greenwich? How satisfied are you with the effectiveness of snow and ice removal on the roads in Greenwich? How often does the division prioritize projects that are most important to you? INFORMATION: How would you rate the division s communication of road projects, highway conditions, and work zones? Figure 6: Highway Division Average Values Highway Division Overall Satisfaction TIME Snow/Ice Removal Project Priority INFO Response Mean n= 1,002 Figure 6 above, shows the average responses within the department. The averaged responses with the Highway Division, based upon the mean of the responses among residents who had an opinion, were: overall satisfaction with the Highway Division (5.14), TIME (5.01), satisfaction on effectiveness of snow/ice removal on roads (5.44), prioritization of the department projects that are important to respondent (4.44), and INFORMATION (4.39). On average, residents were satisfied with the services provided by the Highway Division. The measures were valued above the 4.0 midpoint; the factors ranged from 4.39 to Of the five factors (including overall satisfaction), communication of projects and conditions had the lowest average value.

22 18 Parks and Recreation Department Recreation Passes The services concerning recreation passes under the Parks and Recreation Department were measured using the four factors time, accuracy, help, and information. The questions were asked in the following manner: TIME: How satisfied are you with the wait time at Town Hall for a recreation pass? ACCURACY: To what degree did the department staff provide you with accurate information on recreation passes? HELP: Overall, how satisfied are you with the Parks and Recreation staff in assisting you? INFORMATION: How easy was it for you to find the information you need on recreation passes through the Town s website? Figure 7: Parks and Recreation Passes Average Values Recreation Passes TIME ACCURACY HELP INFO Response Mean n= 837 Figure 7 above, shows the average responses within the department. The averaged responses with the department s recreation passes, based upon the mean of the responses among residents who had an opinion, were: TIME (4.73), ACCURACY (5.88), HELP (5.71), and INFORMATION (5.49). Residents were in general satisfied with the services in regards to recreation passes; the factors ranged from 4.73 to Residents were least satisfied with the wait time at Town Hall; this factor was the only measure under the value of 5.0.

23 19 Parks and Recreation Recreation Sites The services concerning recreation sites under the Parks and Recreation Department were measured using the four factors time, maintenance, help, and information. The questions were asked in the following manner: TIME: How satisfied are you with the recreational sites hours of operations? MAINTENANCE: How satisfied are you with the maintenance of parks, trails, and open spaces? HELP: Overall, how satisfied are you with staff members at various recreational sites in assisting you? INFORMATION: How easy was it for you to find the information you need on recreational sites and programs through the Town s website? Figure 8: Parks and Recreation Sites Average Values Recreation Sites TIME MAINTENANCE HELP INFO Response Mean n= 1,002 Figure 8 above, shows the average responses within the department. The averaged responses with the department s recreation sites, based upon the mean of the responses among residents who had an opinion, were: TIME (6.03), MAINTENANCE (5.85), HELP (5.8), and INFORMATION (5.46). The factors measuring the satisfaction of the Parks and Recreation Department pertaining to recreation sites were valued higher compared to the factors measuring the recreation passes; the factors ranged from 5.46 to Overall, residents were really satisfied with the services of the department s recreation site. Of the four factors, the measure, ease of finding information on the Town s website, was valued the lowest.

24 20 Data Results Conclusion Our preliminary analysis provided an outlook into residents satisfaction and ratings with townprovided services. This analysis was conducted in request of the Office of the First Selectman to help determine focus areas that could be used to improve resident satisfaction. This preliminary analysis could also help department managers set priorities and included improvements to goals and customer satisfaction measures in the next Annual Department Operational Plan. Overall, examining the mean values of the four satisfaction factors assessed in each service department, there are common factors that were valued lower across the board. We suggest focusing on the following two factors for future resident satisfaction improvement: Time scored a lower satisfaction overall. Specifically, time spent in permitting processes and the wait time for recreation passes were rated a lower average response to other factors. Information also scored a lower rating overall; in the survey the ease of gathering information from the Town s websites scored low in each department assessed. Since technology is a large component of the Town s Community First Initiative, the website is one area all departments could focus on improving to increase overall satisfaction with Town services.

25 Re-administering the Survey To gauge improvement of resident satisfaction with the factors measured in service departments, we suggest the Town of Greenwich re-administer the 2014 resident satisfaction survey on a biennial or triennial basis. By re-administering the same survey, the Town is able to use the 2014 survey results as a benchmark to compare future renditions of the survey. After several rounds of data collection, the town will have trend data. Trends, good or bad, are best compared within the service departments themselves. For example, to measure resident satisfaction with the Parks and Recreation Department, the comparison should be made back to the 2014 benchmark survey, rather than comparing values to other departments in the survey. Because of the nature and function of certain service departments, it may not be accurate to compare across departments. Parks and Recreation Department provides leisure activities whereas departments such as the Building Inspection Division provides permitting services; comparing the results of these two departments would not give accurate conclusions because the Building Inspection Division is a regulatory service and is used to fulfill a specific function, whereas the Parks and Recreation Department is a service used in a resident s free time and is viewed as an optional activity. To ensure future results yield a valid and accurate comparison to the 2014 resident satisfaction survey, we suggest the Town consider the following when re-administering the survey: Use the 2014 survey in the same format; do not change the wording, order, or skippatterns within the survey instrument. Although the Town should not change the wording of existing questions, the Town, if desired, may add sections of additional service departments. Results will not be biased as long as these additional sections are included in the randomization of service departments. This will avoid biases in the comparison of results and will allow the results to be compared and measured against each other. Use a vendor to administer the telephone survey. For the most accurate comparison of results the Town should use the same vendor as in 2014, Castleton Polling Institute. Using the same vendor can provide a number of benefits including: (1) the vendor is already familiar with the survey instrument s coding, randomization, and target sample; (2) the interview procedure will be conducted similarly to the 2014 benchmark survey; and (3) the data will be weighted, formatted, and produced in the same fashion allowing for a more accurate data comparison and analysis. It is important to re-administer the survey in the same general time frame of mid- to late- October. This is important due to the fact that the survey asks some seasonal-type questions. For example, the question in the Highway Division asks about the effectiveness of snow and ice removal; if the survey was to be conducted in January after a large snowstorm the rating for that measure may be significantly altered from the 2014 survey, but the change might not be indicative of the department s overall change in performance. 21

26 Conclusion Overall, residents expressed high satisfaction with Town-provided services. The 2014 resident satisfaction survey serves as a benchmark to provide unbiased, quantifiable metrics to manage and improve the services provided by the various departments. If the Town s administration decides to implement future surveys, each service and satisfaction level captured by the benchmark 2014 resident satisfaction survey can be tracked over time to help administration recognize trends and note responses to policy and service changes made. 22

27 23 Appendices APPENDIX A: SURVEY INSTRUMENT APPENDIX B: VENDOR CONTACT INFORMATION APPENDIX C: RESPONSE RATES APPENDIX D: DEMOGRAPHICS OF SURVEY RESPONDENTS APPENDIX E: CENTRAL TENDENCY MEASURES

28 24 Appendix A. Survey Instrument 2014 Citizen Satisfaction Survey Field: October (2014) Length: minutes Sample: Adult; Greenwich, CT Resident; n=1,002 Interviewer Note: Coding options in parentheses, for example (REFUSED), means volunteered. INTRO Hello. My name is and I am calling from the Polling Institute at Castleton College on behalf of the University of Connecticut. We are conducting a short survey for the Town of Greenwich regarding town-provided services. Your responses will be kept confidential, and the results of this survey will go directly to the Selectman's Office. For this survey, we are looking to speak with someone who is at least 18 years or older. Is that you or someone else? 1 YES/ME SKIP TO ZIPCODE 2 NO/SOMEONE ELSE SKIP TO INTRO2 3 (REFUSED) THANK AND TERMINATE (IF ASKED: The results to this survey will be posted on the Town s website in early December.) (IF ASKED: This survey will take about 10 minutes to complete.) (IF ASKED: The results of this survey will be used to help the First Selectman s Office make decisions regarding town services in Greenwich.) INTRO2 May I speak with someone at home who is at least 18 years or older? 1 YES CONTINUE TO INTRO3 2 NO SUSPEND CALL AND SET TIME TO CALL BACK (INTERVIEWER: please type in the name or the age/gender of the respondent who has been selected so that the callback can be directed to the appropriate person) 3 NO (CLEAR REFUSAL) TERMINATE (IF NECESSARY, READ: So that we can reach this person more easily when we call back, can you please tell me this person's first name or initials?) (IF NECESSARY, READ: If you prefer to not give me their first name, could you tell me their age and gender so we know who to ask for when we call back?) (IF NO INFORMATION PROVIDED, ENTER: "18 + ")

29 25 INTRO3 Hello. My name is and I am calling from the Polling Institute at Castleton College on behalf of the University of Connecticut. We are conducting a short survey for the Town of Greenwich regarding town-provided services. Your responses will be kept confidential, and the results of this survey will go directly to the Selectman's Office. For this survey, we are looking to speak with someone who is at least 18 years or older. Is that you or someone else? 1 YES CONTINUE TO ZIPCODE 2 NO SUSPEND CALL AND SET TIME TO CALL BACK (INTERVIEWER: please type in the name or the age/gender of the respondent who has been selected so that the callback can be directed to the appropriate person) 3 NO (CLEAR REFUSAL) TERMINATE (IF NECESSARY, READ: So that we can reach this person more easily when we call back, can you please tell me this person's first name or initials?) (IF NECESSARY, READ: If you prefer to not give me their first name, could you tell me their age and gender so we know who to ask for when we call back?) (IF NO INFORMATION PROVIDED, ENTER: "18 + ") (IF ASKED: The results to this survey will be posted on the Town s website in early December.) (IF ASKED: This survey will take about 10 minutes to complete.) (IF ASKED: The results of this survey will be used to help the First Selectman s Office make decisions regarding how and what services are delivered to residents.) QZIP This survey is only for residents in the Town of Greenwich, may I please have your zip code? (INTERVIEWER: Do not read; Match with list) SKIP TO QUAILITY CONTINUE TO ZIP SKIP TO QUAILITY SKIP TO QUAILITY SKIP TO QUAILITY 6 (OTHER) THANK AND TERMINATE 7 (REFUSED) THANK AND TERMINATE ZIP830 For further clarification, do you live in Belle Haven, Byram, Downtown Greenwich, or another neighborhood I have not mentioned?

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