The Town of the Blue Mountains

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1 The Town of the Blue Mountains 2015 Citizen Satisfaction Survey KEY FINDINGS REPORT 1

2 Table of Contents Background and Methodology... 3 Background and Objectives:... 3 Questions and Analysis... 3 Derived Analysis:... 3 Treating Don t know / No opinion Responses... 3 Part-Time vs. Full-Time Respondents... 3 Field Dates and Margin of Error... 4 Service Delivery... 5 Satisfaction with services overall... 5 Satisfaction with Discrete Services... 6 Priorities to Improve Satisfaction with Services... 7 Satisfaction with Municipal Staff... 8 Contact with Municipal Staff... 8 Departments Most Recently Contacted... 9 Satisfaction with various aspects of service provided by staff Performance of Municipal staff End result of service delivery Overall satisfaction with Municipal staff Financial Planning Value for Tax Feedback for Poor Value for Tax Future spending priorities Other Priorities Respondent Residency Length of Residency Becoming a Full-Time Resident Citizen Satisfaction Survey

3 Background and Methodology Background and Objectives: The Town of the Blue Mountains is a diverse community located in the Southern shores of Georgian Bay. Known for its wide variety of recreational activities, the Blue Mountains is a destination for tourists all year long. However, the Town is also home to close to 6,500 full-time residents, as well as an approximated 4,000 to 5,000 part-time residents. As part of its strategy to improve the delivery of services offered by the Town, build on its recreational features, and give residents a voice when it comes to future fiscal spending, the Town of the Blue Mountains hired Forum Research to conduct a Citizen Satisfaction survey amongst full-time and part-time residents. The objectives of the 2015 Citizen Satisfaction survey were to: Provide insight into the areas of operation and service delivery that require the most immediate attention in order to improve citizen satisfaction; Establish benchmarks to evaluate progress of initiatives going forward; and Identify spending priorities over the next few years Questions and Analysis Derived Analysis: Forum Research introduced derived importance to help determine strategic priorities for the Town of the Blue Mountains moving forward. Derived importance is a statistical calculation based on the correlation between the input variables (i.e. satisfaction with individual services and programs) and an outcome variable (i.e. satisfaction with services overall). Specifically for this study, the question trying to be answered was: How much impact does a change in satisfaction of a particular service/program have on satisfaction with the job the Town of the Blue Mountains is doing overall? This correlation reveals the extent to which various service items are related to or drive overall satisfaction. 1 Ultimately, driver analysis relies on a statistical predictive model to determine priorities for the Town of the Blue Mountains and can help inform the future allocation of municipal funding. Treating Don t know / No opinion Responses In instances where respondents were asked to rate their satisfaction with various Town services, facilities, or events, those who were unable to provide a response (i.e. answered don t know or no opinion ) were removed from the analysis. Part-Time vs. Full-Time Respondents The following graph presents the breakdown of part-time vs. full-time respondents included within the sample. It is important to note that both part-time and full-time respondents were self-identified as such (i.e., no criteria was provided for either category). As well, there are no official statistics that report the total number of part-time residents that reside in the Town of the Blue Mountains. For this reason, a 1 It is generally regarded in marketing research that stated importance- that is asking a respondent to state how important a service item is to them- is not a reliable measure of the degree to which any service impacts the outcome variable being measured (i.e. satisfaction with services overall, quality of life, etc.). This is because people tend to over- or under-state the importance of attributes for a variety of reasons. 3

4 quota of n=100 was achieved to ensure that the part-time population could be statistically represented within the data. 2 Resident Type (n=416) Part-time / Seasonal Resident 24% Full-time Resident 76% S.2. When it comes to living in the Town of The Blue Mountains, would you consider yourself a...? Field Dates and Margin of Error This research was conducted via live agent Computer-Assisted-Telephone-Interviewing (CATI) of randomly selected full-time and part-time residents in the Town of the Blue Mountains. Respondents were called from July 7 th to July 16 th, A total of 416 interviews were completed, each approximately 12 minutes in length. The margin of error was +/-5, at the 95% confidence interval level. 2 In order to reach the quota for part-time residents (n=100), a separate list of potential respondents with mailing addresses outside of the Town of the Blue Mountains was included within the random sample. This was to ensure that part-time residents who may not be currently residing in the Town, could have a chance to be included in the survey. 4

5 Service Delivery Satisfaction with services overall How satisfied are residents with services offered by the Town of the Blue Mountains? The large majority of respondents (87%) said they were either satisfied or very satisfied (67% and 20%, respectively) with services overall. Though 13% of respondents said they were either dissatisfied or very dissatisfied (11% and 2%, respectively), satisfaction ratings for services in the Town of the Blue Mountains overall are strong. Satisfaction with Services Overall (n=416) Very Satisfied 20% Top 2 Box Percent: 87% Satisfied 67% Dissatisfied 11% Very dissatisfied 2% Q1. Thinking about all of the services offered by the Town of The Blue Mountains, would you say you are...? 5

6 Satisfaction with Discrete Services Respondents were asked to rate their satisfaction with various discrete services offered by the Town of the Blue Mountains. When looking at top two box percent for each service (satisfied / very satisfied), the highest satisfaction scores were recorded for: Public library (98%), fire and emergency services (96%), walking trails (95%), Police services (93%), as well as parks and greenspace maintenance (92%). The lowest satisfaction scores were recorded for: Building permits, inspection services and renovations (60%), general road condition and maintenance (67%) as well as public consultation and Municipal processes (71%). Satisfaction with Discrete Services Top 2 Box %: Public Library (n=342) 50% 48% 1% 1% 98% Fire and emergency services (n=348) 32% 64% 3% 1% 96% Walking Trails (n=380) 40% 55% 4% 1% 95% Police Services (n=377) 18% 75% 6% 1% 93% Parks and Green-space Maintenance (n=397) 29% 63% 7% 1% 92% Facility Booking (n=187) 10% 80% 8% 2% 90% Election / Voting (n=371) 12% 78% 9% 1% 90% Online services (n=298) 17% 73% 10% 1% 90% Clerk's Office / Council and General Inquiries (n=344) 18% 69% 11% 3% 87% Recreation facilities (n=366) 25% 61% 12% 2% 86% Garbage / recycling collection (n=399) 30% 56% 11% 3% 86% Road snow removal (n=396) 22% 63% 13% 2% 85% Financial Services (n=392) 15% 70% 10% 5% 85% Sidewalk snow removal (n=307) 14% 69% 13% 4% 83% Water and wastewater supply (n=348) 18% 64% 13% 5% 82% Communications re: Town Hall meetings / community events (n=352) 14% 67% 17% 2% 81% By law and parking enforcement (n=342) 11% 69% 17% 3% 80% Cycling Infrastructure (n=350) 19% 57% 18% 6% 76% Public consultation and municipal processes (n=329) 7% 64% 24% 5% 71% General road condition maintenance (n=413) 9% 58% 25% 8% 67% Building permits, inspection services, and renovations (n=277) 8% 52% 30% 10% 60% Very satisfied Satisfied Dissatisfied Very dissatisfied 6

7 Priorities to Improve Satisfaction with Services The priorities in the table below take into account both importance (correlation with overall satisfaction) and satisfaction (room for improvement). By focusing on the services that are the most important and have the most room for improvement, the Town will get the most bang for buck. This priority table below reveals that top priorities to improve overall satisfaction with the services provided by the Town of the Blue Mountains are as follows: Public consultation and municipal processes; building permits, inspection services for new construction and renovations; general road condition and maintenance; communications; bylaw and parking enforcement; cycling infrastructure; and Clerk s office / Council and general inquiries. Rank Service Importance Satisfaction 1 Public consultation and municipal processes % 2 Building permits, inspection services for new construction, and renovations % 3 General road condition and maintenance % 4 Communications % 5 Bylaw and parking enforcement % 6 Cycling Infrastructure % 7 Clerk s office / Council and general inquiries % 8 Water and waste-water supply % 9 Financial Services % 10 Road snow removal % 11 Sidewalk snow removal % 12 Garbage / Recycling Collection % 13 Facility Booking % 14 Recreation Facilities % 15 Online Services % 16 Election / Voting % 17 Parks and greenspace maintenance % 18 Police Services % 19 Walking Trails % 20 Fire and Emergency services % 21 Public Library % High Priority Medium Priority Low Priority 7

8 Satisfaction with Municipal Staff Contact with Municipal Staff When respondents were asked whether or not they have had any personal contact (via in-person, , telephone, etc.) with a member of the Town of the Blue Mountains municipal staff over the past 12 months, close to half (49%) said they had. Personal contact with a Municipal employee over the past 12 months (n=416) Yes 49% No 51% Q3. Have you had any personal contact (via in-person, telephone, etc.) with a municipal employee over the past 12 months? 8

9 Departments Most Recently Contacted Amongst respondents who said they have had contact with an employee of the Town of the Blue Mountains, the largest percentage of respondents said they most recently had contact with the Finance Department (16%), Building Permits (14%), or by-law enforcement (14%). Departments respondents had contacted most recently (n=204) Finance (Taxation, Bill payment, etc.) 16% Building Permits By-law Enforcement 14% 14% Roads 12% Parks / Recreation 10% Water and Sewer Planning Other Permits and Licenses Clerk / Town Clerk Garbage / Waste 6% 5% 4% 3% 3% Other 13% Q4. What department did you most recently have contact with? (Record response) 9

10 Satisfaction with various aspects of service provided by staff Respondents who said they have had personal contact with a member of the Town of the Blue Mountains municipal staff were then asked to rate their satisfaction with various aspects of the service provided. The highest satisfaction scores (rated 4 or 5) were recorded for the staff that provided the service (71%), as well as the quality of the service delivery (68%). However, the majority of respondents also gave high satisfaction ratings for the accessibility of the service or product (66%), and the amount of time it took to get the service (64%). Satisfaction with most recent contact with the Town (Top two box: 4 or 5) Staff who provided the service (n=202) 71% Quality of service delivery (n=201) 68% Accessibility of service / product (n=203) 66% Amount of time it took to get the service (n=197) 64% Q5. Based on your most recent experience and contact with the Town, please rate your satisfaction for each of the following statements on a 5-point scale, where 1 means "very dissatisfied" and 5 means "very satisfied. Starting with 10

11 Performance of Municipal staff In order to further gauge service delivery by municipal staff, respondents were than provided with a series of statements for which they were asked to rate their level of agreement on 5-point scale, whereby 1 means strongly disagree and 5 means strongly agree. The highest agreement ratings (4 or 5) were recorded for staff were courteous (80%), staff were respectful (77%), the hours of service were convenient (72%), staff were good listeners (71%), and staff were knowledgeable and competent (71%). Agreement with various aspects of contact with the Town (Top two box: 4 or 5, n=204) Staff were courteous 80% Staff were respectful 77% The hours of service were convenient 72% Staff were good listeners 71% Staff were knowledgeable and competent 71% I was treated fairly I was informed of everything to get service / product / info It was clear what to do if I had a problem Staff went the extra mile to make sure I got what I needed 70% 65% 63% 63% Q6. And again, based on your most recent experience and contact with the Town, please rate the performance of the staff by telling me the extent to which you agree or disagree with each statement on a 5-point scale, where 1 means "strongly disagree and 5 means strongly agree. 11

12 End result of service delivery In the end, the majority of respondents who had made contact with a municipal employee said they got what they needed (67%), 17% said they got part of what they needed, and 16% said they did not get what they needed. End result after contacting the Town (n=204) Get what you needed 67% Get part of what you needed 17% Not get what you needed 16% Q7. Again, based on this most recent experience and contact with the Town, in the end, did you...? 12

13 Overall satisfaction with Municipal staff Respondent s overall satisfaction with the services delivered by municipal staff was very positive with the majority of respondents saying they were either satisfied or very satisfied (30% and 42% respectively). Overall satisfaction with Service delivery (n=204) 42% 30% 7% 11% 10% Very Satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied Q8. Overall, how satisfied were you with this service? 13

14 Financial Planning Value for Tax The Town of the Blue Mountains was interested in knowing how much value residents feel they receive for their tax dollars. Thinking about all of the services provided by the Town, the majority (73%) of respondents said they receive either fairly good or very good value for their tax dollars (57% and 16% respectively). Value for Tax (n=416) Very good value 16% Top 2 box percent: 73% Fairly good value 57% Fairly poor value 16% Very poor value 8% Don't Know / No opinion 3% Q9. Thinking about all of the programs and services you receive from the Town of The Blue Mountains, how much value do you feel you get for your tax dollars? Would you say you get...? 14

15 Feedback for Poor Value for Tax Respondents who said they receive very poor / fairly poor value for their tax dollars, were then asked to provide feedback as to why they receive poor value for their tax dollars. Amongst the 24% of respondents who said they receive either fairly poor value or very poor value for their tax dollars, the largest proportion of them attributed this to taxes being too high for the services rendered (30%), or taxes being generally too high (22%), as well as the poor condition of roads / no road maintenance (18%). It is important to note that these responses were open-ended and non-prompted. Feedback (n=103) Percent Taxes are too high for the low level of service we receive 30% Taxes are too high in general 22% Poor condition of roads / No road maintenance 18% I cannot / do not receive water / sewer services from the Town 12% Poor / limited garbage pickup service 12% Poor snow removal service / Do not get snow removal service 12% I pay taxes on services I do not use 9% Town is overstaffed/too many employees 8% Need more community / recreation facilities 7% Water costs are too high 6% Lack of sidewalks / no sidewalk maintenance 6% No cycling lanes / Didn't add any bike lanes to road 6% Inefficient spending / Money is not well spent 6% Wasted money on new town hall 5% Lack of communication and/or transparency from Town 5% Too difficult to build / develop 5% Town provides no school / education services 4% Don't have street lights / Town won't pay for lights 4% Property taxes are too high 3% Corruption in local politics 3% Too much emphasis on tourist trade 3% Too much money spent on police 2% Lack of jobs / business 2% Other 10% Don't Know 4% 15

16 Future spending priorities In order to help the Town determine how to allocate future spending, respondents were asked to rate on a 10-point scale how much of a spending priority various projects should be, where 1 is a low priority and 10 is a high priority. The largest proportion of respondents rated the following projects as a high priority (rated 8/9/10): Investing in infrastructure replacement (48%), high speed internet (46%), cycling infrastructure (44%), waterfront acquisition for public use (44%), and developing a clear vision for the look and feel of Highway 26 corridor (44%). Top spending priorities over the next few years (Top Box: 8, 9 or 10) Investing in Infrastructure Replacement High Speed Internet Cycling Infrastructure Waterfront Acquisition for Public use Developing a clear vision for the "look and feel" of the Highway 26 corridor Green Bin Organics Collection Parks and Trails Affordable Housing Water / Wastewater Servicing for Clarksburg Enhanced Winter Maintenance of sidewalks Developing a public park in the open space between the Town Hall and the Beaver River Access to Public Transit Library Expansion 48% 47% 44% 44% 44% 41% 41% 38% 32% 30% 28% 27% 24% Construction of a Curling Club Additional Library Service Points in the Town 14% 11% Q11. In order to help guide what projects the Town of The Blue Mountains should focus on in the next few years, on a scale of 1 to 10 where 1 is a low priority and 10 is a very high priority, please rate how much of a spending priority each of the following is to you. 16

17 Other Priorities Respondents were given an opportunity to identify any other priorities for the Town of the Blue Mountains to focus on that were not addressed throughout the questionnaire. Specifically, they were asked: Is there anything else you feel should be a priority for the Town of The Blue Mountains that perhaps we've overlooked? The large majority of respondents were unable to provide a response; for this reason this question was removed from this analysis. 17

18 Respondent Residency Length of Residency How long have respondents been a resident of the Town of the Blue Mountains? Close to half of respondents (46%) said they have been either a full-time or part-time resident of the Town of the Blue Mountains for more than 20 years. Number of years respondents have been a resident of the Town of the Blue Mountains (n=416) Less than 5 years 11% 5 to less than 10 years 14% 10 to less than 20 years 28% 20+ years 46% Refused 1% Q13. How long have you been a full-time or part-time resident of the Town of The Blue Mountains? 18

19 Becoming a Full-Time Resident Only respondents who are currently part-time residents were asked whether or not they envision becoming a full-time resident of the Town of the Blue Mountains in the near future. The largest proportion of respondents (40%) said they do not envision becoming a full-time resident. However, amongst respondents who said they do envision themselves becoming a full-time resident in the future, the largest proportion (21%) said they predicted this move to happen between 1 year and less than 5 years. Future full-time status of residents currently part-time (n=100) I do not envision becoming a full-time resident 40% Less than 1 year 7% 1 year to less than 5 years 21% 5 years to less than 10 years 14% 10 years or more 18% Q14. Do you envision becoming a full-time resident of the Town of The Blue Mountains at some point in the future? If so, when do you anticipate becoming full time? 19

20 2015 Citizen Satisfaction Survey Introduction: Hello, my name is and I am calling from Forum Research on behalf of the Town of The Blue Mountains. We are conducting a Citizen Satisfaction Survey that will provide the Council and staff with important resident feedback. Please be assured we are not calling to sell or solicit anything and your answers will be kept strictly confidential. Note to interviewer: If respondents ask, the survey will take approximately 12 to 15 minutes. Screener: S.1. May I please speak to a person in your household that is over the age of 18 and has had the most recent birthday that is currently at home? (If not the same person re-introduce yourself and proceed to S.2.) S.2. When it comes to living in the Town of The Blue Mountains, would you consider yourself a? S3. Record Gender (Do not ask) Full-time Resident 1 Part-time / Seasonal Resident 2 Male Female 1 2 S4. It is important to hear from a broad cross-section of the public, including representation from all age groups. Which of the following age categories do you fall into? 18 to to Refuse Section One: Service Delivery Q1. Thinking about all of the services offered by the Town of The Blue Mountains, would you say you are? Very dissatisfied Dissatisfied Satisfied Very satisfied Don t know / No opinion (Do not read out)

21 Q2. We would like to get your opinion on various Town services. Thinking about your satisfaction with <randomize>, would you say you are? Item Very dissatisfied Dissatisfied Satisfied Very satisfied DK / No Opinion (Do not read out) Walking Trails Parks and Greenspace Maintenance Public Library Cycling Infrastructure Recreation facilities Garbage / recycling collection Water and wastewater supply Road snow removal Sidewalk snow removal General road condition maintenance (including surface conditions such as potholes) By law and parking enforcement Fire and emergency services Police Services Online services (Municipal website, social media use, etc.) Building permits, inspection services for new construction, and renovations Facility Booking Financial Services (taxes, preauthorized payments, etc.) Public consultation and municipal processes Communications re: Town Hall meetings and community events Clerk s Office/Council and General Inquiries Election/Voting Section Two: Satisfaction with a Municipal Employee Q3. Have you had any personal contact (via in-person, telephone, etc.) with a municipal employee over the past 12 months? No 0 Skip to Q9 Yes 1 Proceed to Q4 Q4. What department did you most recently have contact with? (Record response Do not read out) Building Permits 1 Other Permits and Licenses 2 21

22 By-law Enforcement 3 Finance (Taxation, Bill payment, etc.) 4 Parks/Recreation 5 Library 6 Other: Specify 9 Q5. Based on your most recent experience and contact with the Town, please rate your satisfaction for each of the following statements on a 5-point scale, where 1 means very dissatisfied and 5 means very satisfied. Overall, how satisfied were you with the amount of time it took to get the service? Overall, how satisfied were you with the accessibility of the service/product? How satisfied were you with the overall quality of service delivery? Overall how satisfied were you with the staff who provided the service? Satisfaction No opinion (do not read out) Q6. And again, based on your most recent experience and contact with the Town, please rate the performance of the staff by telling me the extent to which you agree or disagree with each statement on a 5-point scale, where 1 means strongly disagree and 5 means strongly agree. Agreement No opinion (do not read out) I was treated fairly I was informed of everything I had to do in order to get the service/product/ info Staff went the extra mile to make sure I got what I needed Staff were good listeners Staff were courteous Staff were respectful It was clear what to do if I had a problem The hours of service were convenient Staff were knowledgeable and competent Q7. Again, based on this most recent experience and contact with the Town, in the end, did you? (Read List Accept one response) Get what you needed 3 Get part of what you needed 2 Not get what you needed 1 Q8. Overall, how satisfied were you with this service? Very Dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied Don t know / no opinion (do not read out) 22

23 Section Three: Financial Planning Q9. Thinking about all of the programs and services you receive from the Town of The Blue Mountains, how much value do you feel you get for your tax dollars? Would you say you get? Very poor value Fairly poor value Fairly good value Very good value DK/ No opinion (Do not read out) Q10. If Q9=1/2 ask: Can you provide us with some feedback as to why you receive poor value for your tax dollars? Q11. In order to help guide what projects the Town of The Blue Mountains should focus on in the next few years, on a scale of 1 to 10 where 1 is a low priority and 10 is a very high priority, please rate how much of a spending priority each of the following are for you? Starting with (randomize order) Item Priority DK / No opinion Water/Wastewater Servicing for Clarksburg Cycling Infrastructure (e.g. bike lanes, cycling routes, signage) Green Bin Organics Collection Waterfront Acquisition for Public use Construction of a Curling Club Affordable Housing Access to Public Transit High Speed Internet Library Expansion Additional Library Service Points in the Town Investing in Infrastructure Replacement Parks and Trails Developing a public park in the open space between the Town Hall and the Beaver River Enhanced Winter Maintenance of sidewalks Developing a clear vision for the look and feel of the Highway 26 corridor Q12. Is there anything else you feel should be a priority for the Town of The Blue Mountains that perhaps we ve overlooked? (Record response) 23

24 Section Four: Respondent Profile Q13. How long have you been a full-time or part-time resident of the Town of The Blue Mountains? (Record years and months). Q14. If S.2=2 ask: Do you envision becoming a full-time resident of the Town of The Blue Mountains at some point in the future? If so, when do you anticipate becoming full time? I do not envision becoming a full-time resident 1 Less than 1 year 2 1 year to less than 5 years 3 5 years to less than 10 years 4 10 years or more 5 Thank you for your time. Your participation is very important to us. Have a nice evening. 24

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