Transcript Slide 1
March 2011
County of Grande Prairie
2011 County of Grande Prairie Citizen Satisfaction Survey Results Presentation
Presented by:
Jamie Duncan Associate Vice President Ipsos Reid Nobody’s Unpredictable
Agenda
Who is Ipsos Reid ?
Methodology
Detailed Findings
Life in Grande Prairie The County’s Performance A Growing County Finances
Contact & Communications Grande Prairie & the Environment Grande Prairie & the Web
Conclusion and Q&A
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Who is Ipsos Reid ?
In brief… Founded: 1975 Head Office: Paris Rank among global survey-based research companies: 3 First listed on Paris Stock Exchange: July 1, 1999 Total Revenues in 2007: 927.2 million euros Number of countries with Ipsos offices: 56 Total number of countries we do research in: 100+ Number of full-time Ipsos employees: 8,000 Number of clients around the world: 5,000+ Interviews conducted each year: 10 million
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Vancouver Who is Ipsos Reid ?
Ipsos Reid in Canada… Calgary Winnipeg Toronto Ottawa Montreal
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Methodology
Telephone survey conducted with a randomly selected sample of County of Grande Prairie residents aged 18 years and older.
Survey was fielded between February 1 and 13, 2011.
Sample size: 300 margin of error ± 5.6%, 19 times out of 20 Results are weighted to ensure the age, and gender distribution reflects that of the actual population according to the 2006 Census.
Ipsos Reid municipal norms will be cited in presentation where available. Canada norms are derived from work conducted in other municipalities across Canada and are based on up to 52,000 observations conducted in more than 55 different municipalities.
Municipal norms allow the County of Grande Prairie to compare how it is performing compared to other municipalities in Canada and/or Alberta on similar issues 5
Key Research Findings
2011 County of Grande Prairie Customer Satisfaction Survey Nobody’s Unpredictable
A view from 30,000 feet
This is generally a good news story. But with some key course corrections to be made moving forward.
The County of Grande Prairie is a happy community. There is a good quality of life and lots of pride plus a belief that things can get even better.
Satisfaction / Perceived Performance in key areas is strong.
This includes Overall Performance of the County, Quality of Services, Satisfaction with County Staff and many specific Programs and Services.
There is a general need to increase communications with residents. Several measurements point to a lack of awareness/understanding of the County.
County staff should be commended for delivering quality customer service.
There are opportunities to address responsiveness and consistency of service.
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Citizen Overview
Life in Grande Prairie Today
Nobody’s Unpredictable
Road Conditions (including snow removal), education, and community centers/space dominate the issue agenda.
Q1. In your view, as a resident of the County of Grande Prairie, what is the most important LOCAL issue facing the County today, that is the one issue you feel should receive the greatest attention from your local leaders? What is the next most important local issue facing the County?
Road conditions [Snow removal\ plowing\ maintenance\ development etc.] Education [incl. Lack of teachers/ Lack of funding / Lack of / local schools] 4% 7% 9% 37% 18% 49% Lack of Community centers/ parks/ green space 2% 6% 7% Infrastructure maintenance/ improvement/ development 2% 5% 6% Sports/ recreational facilities 3% 2 6% Public Safety/Policing/Crime 2% 2 6% Planning/ development/ land use issues 4% 3 5% Taxes/ high taxes 2% 2 5% Youth/ family activities 3 4% 5% Fire department/ emergency services 2 3 4% Healthcare 2 1 3% Traffic congestion 2 3 3% Other None/nothing 17% 15% 20% 23% 33% 35% First mention Second mention Don't Know 7% 11% 6% Base: All Respondents (n=301)
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A strong majority of citizens say the overall quality of life in the County is good.
Q2. How would you rate the overall quality of life in the County of Grande Prairie today? Would you say it is?
Very good 35% Good: 96% Good 61% Poor 3% Very poor 0% Poor: 4%* “*” denotes rounding Base: All Respondents (n=301)
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A majority of residents say that quality of life in the past three years has remained the same in the County.
Q3. And, do you feel that the quality of life in the County of Grande Prairie in the past three years has….?
60% 12% 26% 2% Improved Worsened Stayed the Same Base: All Respondents (n=301) Don't know
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Infrastructure and schools are driving perceptions among those who say quality of life has improved.
Q4. Why do you think the quality of life has improved?
Infrastructure/road repair/road safety Schools Commercialization/development More employment opportunities More effort by the council/county More/improved parks and recreation Better maintenance/ improvements (unspecified) Low tax rates More/improved facilities More services/amenities available Greater police presence Growth of community City water/Aquatera Internet access Quiet community Rural atmosphere Fire department Garbage pickup Other Nothing Don't know 1% 3% 3% 3% 3% 3% 3% 5% 5% 5% 5% 4% 4% 4% 8% 7% 6% 15% 27% 31% 34%
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Base: Respondents who think quality of life has improved (n=77)
Infrastructure and development are driving perceptions among those who say quality of life has worsened.
Q5. Why do you think the quality of life has worsened?
Infrastructure/road repair Allows for too much development Economy issues Increase in population Oil drilling More traffic Perceived lack of attention/communication from councillor's Health care concerns Less sympathy for citizens Crime The community is too busy Commercialization Do not maintain older facilities/infrastructure Less respect for others/others' property Farmers are making less money for their products Waste of taxpayers' money Loss of farmland/agricultural zones Other 3% 3% 6% 5% 5% 5% 5% 5% 5% 6% 8% 8% 8% 12% 14% 20% 21%* Base: Respondents who think quality of life has worsened (n=37) “*” denotes rounding 32%
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Overall, citizens say have positive attitudes about life in the County.
Q6. I'm going to read you a few statements about life in the County of Grande Prairie and I'd like you to indicate the degree to which you agree or disagree with each statement.
I am proud to live in the County of Grande Prairie 55% 39% 93%* The County of Grande Prairie is a great community to raise a family The County of Grande Prairie is a community with a bright future 57% 56% 36% 37% 93% 93% The County of Grande Prairie has a vibrant and healthy local economy 44% 45% 89% The County of Grande Prairie is a place where residents feel safe and secure 37% 46% 83% Strongly Agree Base: All Respondents (n=301) Somewhat Agree “*” denotes rounding
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Good/very good, Great, Peaceful, Quiet – all top words to describe the County as a place to live.
Q7. What ONE word do you think best describes The County of Grande Prairie as a place to live overall?
Positive (Net) Good/very good Great Peaceful Quiet Comfortable Friendly Safe Excellent Vibrant/energetic/vitality Busy Beautiful/picturesque/scenic Other positive Negative (Net) Other Don't know 1% 3% 3% 2% 2% 6% 6% 3% 3% 5% 4% 11% 12% 16%* 23% 71% “*” denotes rounding Base: All Respondents (n=301)
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County Performance
Satisfaction and Importance of County Services Nobody’s Unpredictable
A majority of citizens are satisfied with the overall level and quality of County services.
Q8. Please tell me how satisfied you are with the overall level and quality of services and programs provided by the County of Grande Prairie.
Very satisfied 18% Somewhat satisfied Not very satisfied Not at all satisfied 3% Don't know 2% 10% Not Satisfied: 14%* Base: All Respondents (n=301) 66% Satisfied: 85%* “*” denotes rounding
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Virtually all County services are deemed to be important.
Q9. Please tell me how important the services and programs provided by the County of Grande Prairie are to you.
Very Important The Fire Department Police services Maintenance, cleaning, and upgrading of streets and sidewalks Recycling Quality of drinking water Family and community support services (FCSS) Land use and community planning Parks and pathways Waste water treatment Affordable Housing Bylaw enforcment, including animal control Financial support to not for profit orginizations Support services for seniors Agriculture services Arts & culture facilities Somewhat Important 24% 73% 64% 62% 72% 66% 58% 52% 63% 54% 95% 88% 78% 74% 88% 46% 18% 27% 27% 18% 23% 31% 37% 29% 23% 3% 10% 16% 20% 5% Top2Box 98% 98% 95%* 94% 93% 91% 91% 90% 89%* 89% 89% 89% 86% 82%* 70% “*” denotes rounding Base: All Respondents (n=301)
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Overall satisfaction with most County services is strong.
Q9a_1. And how satisfied are you with the job the County is doing in providing this program or service?
Very Satisfied Somewhat Satisfied The Fire Department Agriculture services Police service Family and community support services (FCSS) Waste water treatment Financial support to not for profit orginizations Quality of drinking water Land use and community planning Recycling Bylaw enforcment, including animal control Arts & culture facilities Support services for seniors Parks and pathways Affordable Housing Maintenance, cleaning, and upgrading of streets and sidewalks 25% 37% 28% 31% 25% 39% 15% 26% 39% 16% 16% 26% 12% 20% 57% 31% 60% 47% 56% 51% 56% 41% 60% 48% 35% 51% 41% 58% 58% 46% “*” denotes rounding Base: All Respondents (n=301) Top2Box 89%* 86%* 84% 84% 82% 80%* 80% 75% 74% 74% 74% 74% 72% 63% 61%
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A Growing County
Perceptions related to Growth and Development Nobody’s Unpredictable
While positive about growth in general, citizens are less firm in their opinions about the County’s ability to manage growth and related communications.
Q30. I'm going to read you a few statements about growth and development in the County of Grande Prairie. Please tell me whether you agree or disagree with each. The first one is...?
Don’t know It is possible for the County of Grande Prairie to grow while maintaining the quality of life we have come to enjoy in this County 42% 50% 3% 3% 1%* The County of Grande Prairie does a good job managing the level of development and growth in the County 17% 62% 15% 5% 1%* The County of Grande Prairie keeps citizens informed about how it plans to deal with growth 13% 45% 27% 14% Strongly Agree Somewhat Agree Somewhat Disagree Strongly Disagree Don't Know “*” denotes rounding Base: All Respondents (n=301) 2%*
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Tax Dollars and User fees
Perceptions related to County Finances Nobody’s Unpredictable
Over half of County residents believe they get good value for their tax dollars.
Q12. Your property tax dollars are divided between the County and the Province. In Grande Prairie, approximately two-thirds [64%] of your property tax bill goes to the County to fund municipal services. Considering the services provided by the County, please rate the value you feel you receive from your municipal property tax dollars using a scale of 1 to 10 where 1 represents “very poor value” and 10 represents “very good value”
Very good value – 10 4% 4% Good Value: 54% 2 Very poor value – 1 Don’t know 9 5 4 3 8 7 6 1% 1% 4% 4% 7% 14% 15% 20% 26% Neutral: 36% Poor Value: 10%* “*” denotes rounding
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Base: All Respondents (n=301)
Over half of County residents support increasing taxes to maintain or expand services.
Q13. Municipal property taxes are the primary way to pay for services and programs provided by County of Grande Prairie. Due to the increased cost of maintaining current service levels and infrastructure, the County must balance taxation and service delivery levels. To deal with this situation, which of the following four options would you most like the County to pursue?
Increase taxes - to expand services Increase taxes - to maintain services at current levels Cut services - to maintain current tax level Cut services - to reduce taxes None Don't Know 4% 8% 9% 22% 26% 31% Increase Taxes: Cut Services: 30% 57%
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Base: All Respondents (n=301)
Residents prefer user fees over increasing property taxes.
Q14. Assuming the County needs to increase the amount of revenue it collects from citizens, would you prefer the County to... ?
Increase property taxes 22% Introduce new or expand existing user fees 73% Don’t know 5% Base: All Respondents (n=301)
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Communication
Evaluating communication by the County Nobody’s Unpredictable
Over half of residents say they have had direct contact with the County in the past 12 months.
Q15. Have you contacted or dealt with the County of Grande Prairie or one of its employees in the last twelve months?
Yes 57% No 43% Base: All Respondents (n=301)
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The majority of contact with the County is citizen initiated.
Q16. Thinking of the most recent time you had contact with the County, did you initiate this contact, or did the County contact you?
I initiated contact 84% The County contacted me 16% Base: Respondents who have been in contact with the County (n=171)
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Contacting the County by phone was most common communication method.
Q17. When you contacted the County was it...
By phoning the County directly 55% In person, for example visiting County offices 38% Via email 5% In writing, for example, writing a personal letter or fax 2% Other 1% Base: Respondents who contact the County (n=144)
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Public Works; the highest reported area of contact for County residents.
Q18b. Specifically, what one Department or area of the County did you last have contact with?
Public Works (Net) Road Construction and Maintenance Department of Planning and Development Public Works (unspecified) Other 4% 7% 11% 15% 38%* Protective Services (Net) By-law Enforcement Fire Department and 911 Other 2% 5% 11% 18%* Corporate Service (Net) Assessment and Taxation Department Accounting/ Finances 1% 12%* 11% Animal Control Councillor/ Representative Maintenance (unspecified) Agricultural Services 3% 3% 5% 5% Other Don't know 1% 17% “*” denotes rounding Base: All Respondents (n=301)
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A majority of residents were satisfied with their most recent contact with the County
Q19. How satisfied were you with your most recent contact with the County? Were you…
Very satisfied 42% Satisfied: 69% Somewhat satisfied 27% Not very satisfied Not at all satisfied 14% Not Satisfied: 31% 17% Base: All Respondents (n=171)
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Quality service is noted across some key areas; though there are opportunities to improve responsiveness and consistency of service.
Q20. Thinking about your personal dealings with the County of Grande Prairie, your general impressions and anything you may have read, seen or heard, please tell me whether you agree or disagree with each of the following statements about the County?
% Disagree 42% 50% 17% 19% 8% 5%
3%
10%
9%
County staff are courteous, helpful, and knowledgeable 62% The County of Grande Prairie practices open and accessible government 47% 51% 3% 3% % Agree 44% 15% 27% 5% 78% 90% * 13% 16% 11%
5%
County staff are easy to get a hold of 45% when I need them 43% 27% 24% 14%
10%
The quality of service from the County is consistently high 51% 38% 14% 81% 24% 75% 29% 18%
11%
The County responds quickly to requests and concerns Strongly Agree Somewhat Agree Base: All Respondents (n=301) 48% 19% 67% “*” denotes rounding
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Over half of residents say they receive the right amount of information; though a minority continue to look for more.
Q21. In your opinion, do you currently receive too much, too little, or just the right amount of information from the County of Grande Prairie?
Just the Right Amount 57% Too Little 41% Don't Know 1% Too Much 1% Base: All Respondents (n=301)
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Citizens are looking for more information about development, community events, and expenditures.
Q22. Thinking about your community information needs, what kinds of information do you want the County of Grande Prairie to provide you with?
Commercialization/land development/construction Community events/happenings Expenditures/county operational costs Service schedules Infrastructure/road repairs/road safety Future plans Programs available Flyers/newsletters/bulletins Information on any changes/anything new in the community Information on the council/government Annual/bi-annual/quarterly reports Bylaw (enforcement) Parks and recreation Need more information/more often/frequently Happy with current information provided Taxes/rates (increases) Other Nothing Don't know 3% 3% 3% 3% 4% 4% 4% 4% 6% 5% 6% 7% 12% 10% 14% 18% 5% 17% “*” denotes rounding Base: All Respondents (n=301) 26%
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Direct Mail and local media are most frequently mentioned sources of information about the County of Grande Prairie.
Q23. Thinking about yourself, what is your main source of receiving information from the County of Grande Prairie?
Direct Mail /Billing Inserts Radio County newsletter - 'County Connections' (mailed to households) Newspaper articles Website 10% 15% 11% 18% 22% Word of mouth Information Flyers Newspaper advertisements Telephone 3% 1% 4% 4% 3% 4% 2% 5% 7% 8% 5% 5%* County office 2% 1% 3% Other 5% 4% 9% Nothing 1% 9% 9% Don't Know 5% 10% 8% 31% 11% 6% 19%* 18%* 6% 28% 25%* 23%* First mention Second mention 35%* “*” denotes rounding Base: All Respondents (n=301)
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Direct mail tops the list of ways citizens say they would most like to receive information from the County.
Q24. And, thinking about your own preferences how would you most like to receive information from the County of Grande Prairie?
43% Direct Mail Community newsletter Email Website Information Flyers Radio Newspaper Other Don't Know 2% 6% 5% 6% 8% 8% 10% 13% Base: All Respondents (n=301)
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The Environment
Programs and Services Nobody’s Unpredictable
A majority of residents rate the overall state of the County’s environment as good.
Q25. Thinking about things such as air, water and land quality in the County of Grande Prairie how would you rate the overall state of the County of Grande Prairie's environment today?
Very Good 25% Good: 90% Good 65% Poor 7% Very Poor 2% Don't Know 1% Poor: 9% Base: All Respondents (n=301)
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A majority residents are satisfied with the County’s performance in protecting the environment.
Q26. How satisfied are you with the job the County of Grande Prairie is currently doing to protect the environment?
Very satisfied Somewhat satisfied Not very satisfied Not at all satisfied 4% Don't know 2% 12% 21% Not Satisfied: 16% 62% Satisfied: 82%* “*” denotes rounding Base: All Respondents (n=301)
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While a majority are satisfied, opportunities exist to improve resident ratings on the County’s performance to help reduce individual environmental impacts.
Q27. How satisfied are you with County of Grande Prairie programs and services aimed at helping County residents reduce their environmental impact?
Very satisfied Somewhat satisfied Not very satisfied Not at all satisfied 5% Don't Know 2% 14% 23% Not Satisfied: 28% 56% Satisfied: 70%
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Base: All Respondents (n=301)
Website
Measuring usage and usefulness Nobody’s Unpredictable
A minority of residents report having visited the County’s website in the past 12 months.
Q28. Have you been to the County of Grande Prairie's website in the last twelve months?
Yes 41% No 59% Base: All Respondents (n=301)
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Among those who have visited the website, a majority say the content and services are useful.
Q29. How useful was the content of information and online services available on the website?
Very useful 28% Useful: 84% Somewhat useful 56% Not too useful 14% Not Useful: 16% Not at all useful 2% Base: Respondents who visited the website (n=124)
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Conclusions and Q&A
2011 County of Grande Prairie Customer Satisfaction Survey Nobody’s Unpredictable
A few “Road Tips/Thoughts” for the County Moving Forward…
Ongoing Reputation Management is important.
The County is performing well and should make this known. Identifying areas for improvement and stating strategies publicly will work at maintaining/increasing citizen trust with the County.
The County needs to tell its own “story” and not have others position the community.
Communicating & Educating Citizens Is Key
Communicate, Engage, Dialogue. Results highlight opportunities for increased information and an appetite from citizens to learn more about their County.
Genuine knowledge is central to offsetting potentially misleading perceptions. Value for tax dollars is a challenge to clarify, but these results demonstrate a need to engage and discuss with residents about how their tax dollars are being spent.
Demands on the County to deliver services and programs to its citizens will
increase dramatically. It is important that residents not take for granted the ability of the County to constantly adjust to these circumstances. Occasional reminders of the scale of change may be helpful.
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Demographics
Nobody’s Unpredictable
Demographics Age 18 to 34 years 35 to 54 years 55 + 30% 45% 24%
Average age 45.4 years
Rent or Own Current Residence Rent 6% Own 93% Female 48% Gender Male 52% Children Under 18 Living in Household No 45% Yes 54% Base: All respondents (n=400) 1 persons 2 persons 3 persons 4 persons 5 persons 6 + persons Persons Living in Household 9% 36% 17% 18% 13% 7% Responsible for Paying Property Taxes in Household No 4% Yes 96%
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Demographics Years lived in County of Grande Prairie <5 5 – 10 11 +
Average years lived in County
18% 33% 48%
16.4 years
Annual Household Income Before Taxes Less than $30,000 $30,000 to just under $45,000 $45,000 to just under $60,000 $60,000 to just under $75,000 6% 9% 12% 8% $75,000 to just under $90,000 $90,000 to just under $105,000 9%
19% $105,000 to just under $120,000 9%
$120,000 to just under $135,000 8% $135,000 to just under $150,000 8% $150,000 and over Don’t know 9% 3% Level of Education Completed high school or less Some post secondary or completed a college diploma Completed university degree or post-grad degree 39% 49% 12% Base: All respondents (n=400)
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March 2011 Contact: Jamie Duncan Associate Vice President
Ipsos Reid 403.294.7385
Evan Legate Research Associate
Ipsos Reid 403.294.7378
Nobody’s Unpredictable