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Document Sample
Citizen’s Perspective
2007 Citizen Survey
Survey conducted by Telelink
Prepared by The City of Winnipeg-CAO Secretariat
Survey Method
Conducted by Telelink (2007)
(Kisquared (2004), acumen research in 2003, Prairie Research Associates in
2001 and 2002 and Viewpoint Research 1998, 1999 and 2000)
Random telephone survey
Surveyed Winnipeggers in August
600 Winnipeggers surveyed. Results in a margin of
error of ±4.0%, 19 times out of 20.
(1,600 people in 2001, 2002, 2003 & 2004 with corresponding error of
±2.4%)
Data used in presentation are based on people who
answered the survey question
excludes “don’t know/refused”
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Quality of Life
Winnipeggers are very positive about their city.
How would you rate the quality
of life in Winnipeg?
100%
In 2007,
80%
92% of Winnipeggers
60%
believe that the quality
of life in Winnipeg is 40%
very good or good. This 20%
is a 10% increase from 0%
2000 2001 2002 2003 2004 2007
2004. very poor 1% 2% 2% 2% 2% 3%
poor 8% 10% 11% 14% 16% 6%
good 51% 53% 55% 53% 53% 63%
very good 40% 35% 32% 30% 29% 28%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Actions to
% of
# of
Groupings Detail of Responses responses
people
surveyed
49.5% Crime/Policing Reduce crime/improve law enforcement 244 39.7%
Improve
Provide more police presence 60 9.8%
36.5% Roads / Infrastructure Improve upkeep of roads and streets 153 24.9%
Improve maintenance of parks and recreation facilities 26 4.2%
Quality of Life
Resolve traffic issues and problems 17 2.8%
Build/improve City infrastructure 14 2.3%
Reduce construction noise – especially after hours 6 1.0%
Improve snow clearing 5 0.8%
Improve maintenance of City property 3 0.5%
10.3% City Beautification Clean up the City 47 7.7%
Citizens were asked:
Take action to beautify City 16 2.6%
6.4% Downtown Renewal Develop/improve downtown 39 6.4%
“What actions do 6.0% Transit
6.0% More things to do
Improve public transit – especially schedules
Create more activities for youth and families
37
25
6.0%
4.1%
you think the City of Provide more entertainment (e.g.: concerts, etc)
Provide more support for Arts and Culture
8
4
1.3%
0.7%
Winnipeg could take 5.2% Bicycle and Walking Trail
5.4% Taxation
Provide/improve bicycle and walking trails
Lower property taxes – especially education component
32
31
5.2%
5.0%
to improve life in the Lower costs of City services 2 0.3%
5.4% Poverty Deal with panhandlers and the homeless 24 3.9%
city?” Improve social services and welfare programs 9 1.5%
4.7% Customer Service Deal with issues between residents and City Hall 20 3.3%
The table to the right
/ Red Tape Deal with City administration problems 9 1.5%
4.7% Economy Create employment and industry 18 2.9%
are the suggested 2.6% Healthcare
Develop business in the city
Improve health care
11
16
1.8%
2.6%
actions. 1.8% Insect Control
1.5% Housing
Provide better insect control
Develop/improve City housing
11
9
1.8%
1.5%
Increase/improve recycling programs
4.6% Other and clean up the environment
8 1.3%
Improve education system 5 0.8%
Curb urban sprawl 4 0.7%
Provide more help for New Canadians/immigrants 4 0.7%
Provide more ambulances and fire trucks 3 0.5%
Provide more funding for Community centers 2 0.3%
Clean up Lake Winnipeg 2 0.3%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
City Services:
Citizen Satisfaction
Citizen overall satisfaction
with City services:
In general, how satisfied are you with the
services provided by the City of W innipeg?
Overall satisfaction
2007
continues to remain high. 2004
from 78% in 1998 2003
to 88% in 2007. 2002
2001
As well, the number of citizens 2000
who are very satisfied has 1999
increased every year, from 9% in 1998
1998 to 24% in 2007
--more than doubling since 1998. 0% 20% 40% 60% 80% 100%
1998 1999 2000 2001 2002 2003 2004 2007
very dissat 4% 2% 0% 2% 1% 2% 2% 2%
smwt dissat 18% 10% 9% 9% 8% 10% 10% 10%
smwt sat 70% 74% 73% 71% 69% 68% 63% 64%
very sat 9% 14% 18% 19% 22% 20% 26% 24%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Citizen Satisfaction - 2007
very satisfied & satisfied
very sat smwt sat smwt dissat very dissat
Fire protection 98%
Emergency medical response 96%
Fire Service efforts in fire and safety education 96%
Libraries 94%
Protection from river flooding 92%
Condition of major parks 91%
Garbage collection 90%
Support for arts,entertainment,culture 88%
Condition of local parks 87%
Disaster planning and response 87%
Recycling Program 86%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Citizen Satisfaction - 2007
very satisfied & satisfied very sat smwt sat smwt dissat very dissat
Insect Control 85%
Animal control 85%
Snow removal 84%
Efforts in restaurant health standards 83%
Efforts in preserving heritage bldgs 81%
Recreation Programs 80%
Efforts in attracting businesses & major events 79%
Efforts to keep city clean & beautiful 78%
Public transit 77%
Police Service Response to 911 calls 76%
Protection from sewer back-up 76%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Citizen Satisfaction - 2007
very satisfied & satisfied very sat smwt sat smwt dissat very dissat
Quality of the drinking water 75%
Sufficient Enforcement of traffic laws 73%
Recreation facilities condition 70%
Regulating building & Property dev. 69%
Community planning 67%
Downtown renewal 65%
Police Service efforts in Crime Control 63%
Support to improve inner city housing 53%
Condition of Major streets 52%
Condition of Residential streets 51%
Traffic flow management: rush hour 49%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100
%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
User Satisfaction
User
Service users vs. non-users % Users
Satisfaction
Condition of recreation facilities 64% 67%
Recreation Programs 46% 79%
Condition of the local park 74% 86%
Condition of major parks 77% 92%
City Transit 24% 72%
Emergency Medical response 21% 95%
Police service responses to 911 calls 11% 50%
Regulating building & property development 5% 46%
Libraries 59% 93%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Trends: Citizen Satisfaction
very satisfied & somew hat satisfied responses
98%
Fire protection
96%
Emergency medical response
2007
96% 2004
Fire Service efforts in fire and safety 2003
education 2002
94% 2001
2000
Libraries 1999
1998
92%
Protection from river flooding
91%
Condition of major parks
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Trends: Citizen Satisfaction
very satisfied & somewhat satisfied responses
90%
Garbage collection
88%
Support arts, entertainment, culture
87% 2007
Condition of local parks 2004
2003
87% 2002
Disaster planning & response 2001
2000
86% 1999
Recycling program 1998
85%
Insect control
85%
Animal control
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Trends: Citizen Satisfaction
very satisfied & somewhat satisfied responses
84%
Snow removal
83%
Efforts in restaurant health standards
81%
Efforts in preserving heritage bldgs 2007
2004
80% 2003
Recreations programs 2002
2001
79% 2000
Efforts attracting business & major
1999
events 1998
78%
Efforts to keep city clean & beautiful
77%
Public T ransit
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Trends: Citizen Satisfaction
very satisfied & somewhat satisfied responses
76%
Police Service response to 911 calls
76%
Protection from sew er back-up
75%
2007
Quality of the drinking w ater 2004
2003
73% 2002
Sufficient Enforcement of traffic law s 2001
2000
70% 1999
Condition of recreation facilities 1998
69%
Regulating building & property dev
67%
Community planning
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Trends: Citizen Satisfaction
very satisfied & somewhat satisfied responses
65%
Downtown renewal
63%
Police services efforts in crime control
53% 2007
Support for improving inner city housing 2004
2003
52% 2002
2001
Condition of major streets
2000
51% 1999
1998
Condition of residential streets
49%
Management of rush hour traffic flow
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Value for Tax Dollar
In 2007,
78% of Winnipeggers believe there is good
to very good value in their municipal tax
dollar.
Very Good Good Poor Very Poor
2004 7% 65% 23% 4%
2007 7% 71% 18% 4%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Customer Service
Contact with City Staff
Of those who had contact, the
method used was...
78%
telephone
Telephone was
by far the 7%
primary method e-mail
of contact. 2007
11% 2003
in person
2002
2001
3%
mail 2000
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Customer Service
Of those who contacted the City of
Winnipeg rated their experience as…
Very Somewhat Somewhat Very
satisfied satisfied dissatisfied dissatisfied
30% 38% 19% 13%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Customer Service - 2007
Question: Thinking about your personal dealings with the City of Winnipeg and your general
Impressions…
very satisfied & satisfied
very sat smwt sat smwt dissat very dissat
City staff are courteous, helpful and
knowledgeable
87%
The quality of service from the City
is consistently high
72%
The City responds quickly to requests 58%
and concerns
City staff are easy to get a hold of 53%
when I need them
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
Improvements Customer Service
Citizens were asked:
“How could the City’s customer service be improved?”
% of
# of
Groupings Detail of Responses responses
people
surveyed
24% Improvements relating to staff contact Get questions answered right away / reduce transfers 72 11.7%
Staff should be more knowledgeable about programs/services 31 5.0%
More courteous and polite staff 17 2.8%
Solve the problem or schedule a follow-up 13 2.1%
Show an interest in wanting to help 6 1.0%
Be more thorough in their work 5 0.8%
Better explain issue and solution 2 0.3%
20% Improvements relating to staffing levels Answer phones right away 70 11.4%
More people on staff / more timely responses 34 5.5%
More cashiers on staff during peak periods 14 2.3%
Fewer busy signals 7 1.1%
14% Improvements relating to systems Eliminate automated answering machine 50 8.1%
Better entries in the phone book 9 1.5%
Leave a message for an agent to call back 6 1.0%
More information on City's website 6 1.0%
Should have a 311 call system 5 0.8%
More information on City services / advertise more 3 0.5%
More payment methods (credit cards) 2 0.3%
More eServices (internet) 2 0.3%
Contract out to private sector 2 0.3%
4% Increase hours of operation Staff available in the evenings 18 2.9%
Staff available on weekends 5 0.8%
Be open on Mondays 1 0.2%
41% No suggestions No suggestions 250 40.7%
Source: City of Winnipeg-CAO Secretariat. 2007 Survey conducted by Telelink. Margin of Error +/- 4%, 19 times out of 20
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