2014 Citizen Survey

8/10/2019 2014 Citizen Survey

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2014 Citizen SurveySurvey conducted by Market Dimensions

Presentation prepared for:The City of Winnipeg,

Financial Planning & Review

Citizens Perspective


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Source: City of Winnipeg 2014 Survey conducted by Market Dimensions. Margin of Error +/- 4%, 19 times out of 20

Survey MethodConducted by Market DimensionsMarket Dimensions (2009, 2010, 2011, 2013 and 2014)Dimark (2012)Telelink (2007)Kisquared (2004)

Acumen Research (2003)Prairie Research Associates (2001 and 2002)No survey conducted (2005, 2006 and 2008)

A random telephone survey600 Winnipeggers surveyed in last 2 weeks ofJune 2014.Results in a margin of error of 4.0%, 19 times out of 20.

Data used in presentation are based on peoplewho answered the survey question.(excludes dont know / refused responses)

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Quality of Life

Consecutively in 2013and 2014, 91% ofWinnipeggers believethe quality of life inWinnipeg is very goodor good.

Winnipeggers are very positive about their city.

2007 2009 2010 2011 2012 2013 2014poor 3% 1% 2% 0% 2% 2% 0%only fair 6% 8% 7% 4% 10% 7% 9%good 63% 68% 68% 63% 62% 65% 74%very good 28% 23% 25% 33% 26% 26% 17%

0%

20%

40%

60%

80%

100%

How would you rate the qualityof life in Winnipeg?

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Quality of Life Statementsstrongly agree &somewhat agree

0% 20% 40% 60% 80% 100%

18% 2010

15% 2011

16% 2012

38% 2013

17% 2014

68% 2010

71% 2011

61% 2012

82% 2013

73% 2014

strongly agree somewhat agree

I feel safe walking alone atnight in my neighborhood

I feel safe walking alone atnight in the downtown

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Quality of Life Statements

0% 20% 40% 60% 80% 100%

85% 201088% 201178% 201272% 201376% 2014

77% 201073% 201166% 201283% 201384% 2014

87% 201062% 201150% 201280% 201367% 2014

88% 2010

83% 201183% 201293% 201392% 2014

strongly agree somewhat agree

It is easy to get around inWinnipeg by car

It is easy to get around inWinnipeg by bicycle

It is easy to get around inWinnipeg by transit

It is easy to get around inWinnipeg by walking

5

strongly agree &somewhat agree


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Actions to Improve Quality of Life - 2014

Citizens wereasked: Whatactions do youthink the Cityof Winnipeg

could take toimprove life inthe city?

The table tothe right arethe suggestedactions.

Groupings Detail of Responses# of

responses

% ofpeople

surveyedIncrease police presence 138 23.0%

More Security Cameras 15 2.5%

Reduce crime/improve law enforcement 14 2.3%

Fix roads and streets 106 17.7%

Build / fix / improve City infrastructure 62 10.3%

Improve parking 7 1.2%Improve stree t lighting 5 0.8%

Improve tra ffic 4 0.7%

Improve the snow clearance 2 0.3%

More facilities for disabled children 1 0.2%

4.2% Transit Rapid Transit / Improve public transit 25 4.2%

3.2% Taxation Lower Taxes/Revisit Taxes 19 3.2%

1.3% Bicycle & Walking Trails Provide/improve bicycle and walking trails 8 1.3%

Make downtown Safer 12 2.0%

Increase downtown's population 3 0.5%

More recreational programming 3 0.5%

More activities for seniors 1 0.2%

Increase Expenditure on Services 11 1.8%

Improve city planning 7 1.2%

Hire more staff 3 0.5%

0.3% Housing Develop affordable housing 2 0.3%

Decreas e Sign boards 8 1.3%

Cleaner City 1 0.2%

0.2% Economy Reduce Cost of living 1 0.2%

0.2% Insect Control Provide better insect control 1 0.2%

0.5% Recycling/Environment Improve garbage collection 3 0.5%

0.8% Response Time Improve re sponse time of City's Services 5 0.8%

0.8% Re-Election Change the Government/Need New Government 5 0.8%

0.7%

3.5%

Roads / Infrast ructure

Crime/Policing

1.5% City Beautification

City Planning

More things to do

Downtown

27.8%

31.2%

2.5%

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Actions to Improve Quality of Life Annual TrendGroupings 2010 2011 2012 2013 2014

Roads/Infrastructure 12% 22% 33% 28% 31%

Crime/Policing 30% 47% 40% 39% 28%

Transit 11% 7% 11% 6% 4%

City Planning 1% 1% 3% 1% 4%Taxation 2% 1% 2% 6% 3%

Downtown Renewal 7% 5% 7% 2% 3%

City Beautification 1% 2% 2% 1% 2%

Bicycle & Walking Trails 6% 3% 9% 4% 1%

More things to do 1% 2% 8% 2% 1%

Recycling Environment 2% 1% 0% 0% 1%

Housing 1% 1% 1% 1% 0%

Economy 2% 0% 1% 0% 0%

Insect Control 1% 1% 1% 0% 0%

Poverty 1% 3% 6% 1% 0%

Healthcare 1% 0% 1% 0% 0%

Other 5% 4% 5% 13% 2%

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City Services:Citizen Satisfaction

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Citizen Overall SatisfactionWith City Services:

Overall satisfactionis 88% in 2014,which is the highestsince 2011.

0% 20% 40% 60% 80% 100%

2007

2009

2010

2011

2012

20132014

2007 2009 2010 2011 2012 2013 2014very sat 24% 21% 28% 15% 14% 16% 5%smwt sat 64% 66% 62% 79% 67% 66% 83%smwt dissat 10% 8% 7% 5% 15% 15% 11%very dissat 2% 5% 3% 1% 4% 3% 1%

In general, how satisfied are you with the servicesprovided by the City of Winnipeg?

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Importance of Service AreasQuestion:

Please rank the following group of servicesin order of importance:

1= most important 5= least important

Service Area Importance(weighted)

% of PeopleRanked 1 and 2

Public Safety(Fire Paramedic, Police)

2.1 69%

Infrastructure(Roads, Water)

2.7 45%

Community Services(Libraries, Recreation)

2.6 44%

Property & Development(Land use planning)

2.6 43%

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Note: Prior to 2014 the rating scale used for this question was reversed with 5 being most importantand 1 being least important.


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Citizen Satisfaction - 2014

0% 20% 40% 60% 80% 100%

Protection from Sewer Back-up 90%

Recycling Program 89%

Condition of Major Parks 86%

Snow Removal 75%

Support for Arts, Entertainment,Culture 89%

Garbage Collection 81%

Police Service Response to 911 Calls 92%

Condition of Local Parks 80%

Police Service Efforts in Crime Control 86%

Quality of Drinking Water 88%

Fire & Rescue Response to Emergencies 88%

Regulating Building & Property Dev 90%

very sat smwt sat smwt dissat very dissat

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very satisfied &satisfied


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0% 20% 40% 60% 80% 100%

City-Operated Recreation Programs 89%

Sufficient Enforcement of Traffic Laws 70%

Condition of Recreation Facilities 93%

Efforts to Preserve Heritage Bldgs 85%

Libraries 91%

Animal Services 91%

Insect Control 87%

Enforcement of Residential Property Standards 85%

Disaster Preparedness, Ability to Respond 89%

Fire & Injury Prevention Education 91%

Community Planning 70%

Managing On-street Parking 75%

Efforts to Keep City Clean & Beautiful 77%


Citizen Satisfaction 2014

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0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Condition of Residential Streets 54%

Condition of Major Streets 66%

Emergency Medical Response 93%

Rush Hour Traffic Flow Management 61%

Public Transit 89%

Downtown Renewal 65%

Efforts to Attract Businesses & Major Events 79%

Protection from River Flooding 91%

311 Contact Centre 87%

Support to Improve Inner City Housing 74%

Condition of Community Centres 93%

Community Centre-Operated Programs 88%

Safety of Existing Buildings - Fire Inspections 90%


Citizen Satisfaction - 2014

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User Satisfaction(includes only actual users of the service)

Service/Amenity 2010 2011 2012 2013 2014

Condition of Recreation Facilities 80% 95% 71% 86% 89%

Condition of Local Parks 89% 91% 80% 92% 79%Condition of Major Parks 95% 98% 95% 93% 91%

City Transit 83% 86% 71% 72% 89%

Emergency Medical Response 99% 92% 92% 65% 89%

Police Service Response to 911 Calls 79% 80% 82% 73% 88%

Regulating Building & Property Development 70% 86% 60% 98% 87%

Libraries 96% 97% 88% 84% 92%

City-Operated Recreation Programs* 93% 79% 45% 91%

Community Centre Facilities* 93%

Community Centre-Operated Programs* 88%

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* Question added subsequent to initial survey year.


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Trends: Citizen Satisfaction

89%

92%

81%

80%

86%

88%

88%

90%

Support for Arts,Entertainment, & Culture

Police Service Response to911 Calls

Garbage Collection

Condition of Local Parks

Police Service Efforts inCrime Control

Quality of Drinking Water

Fire & Rescue Response toEmergencies

Regulating Building & Property Development

very satisfied & somewhat satisfied responses

2014

2013

2012

2011

2010

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91%

70%

75%

77%

90%

89%

86%

75%

Fire & Injury PreventionEducation

Community Planning

Management of On-streetParking

Efforts to Keep City Clean & Beautiful

Protection from Sewer Back-up

Recycling Program

Condition of Major Parks

Snow Removal


2014

2013

2012

2011

2010

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85%

91%

91%

87%

85%

89%

89%

Efforts to PreserveHeritage Buildings

Libraries

Animal Services

Insect Control

Enforcement of ResidentialProperty Standards

Disaster Preparedness,

Ability to Respond

City-Operated RecreationPrograms


20142013

2012

2011

2010

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88%

90%

93%

54%

66%

93%

61%

89%

Community Centre-OperatedPrograms*

Safety of Existing Buildings - FireInspections*

Condition of Community Centres*

Condition of Residential Streets

Condition of Major Streets

Emergency Medical Response

Management of Rush Hour TrafficFlow

Public Transit


2014

2013

2012

2011

2010

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* Question added subsequent to initial survey year.


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Value for Tax DollarIn 2014, 36% of

Winnipeggersbelieve there isgood to very goodvalue in theirmunicipal tax dollar.

2009 2010 2011 2012 2013 2014very poor 4% 4% 2% 6% 4% 5%poor 19% 16% 12% 22% 29% 59%good 69% 68% 80% 62% 61% 36%very good 8% 12% 6% 10% 6% 0%

0%

20%

40%

60%

80%

100%

20

NOTE: The Public Service is reviewing this result in the context of recent City auditreports and will be taking steps to implement audit report recommendations.


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Property Tax: Increase or Decrease?

55%

73%

12%

19%

34%

22%

49%

68%

11%

5%

39%

13%

0% 20% 40% 60% 80% 100%

2011

2012

2013

2014

Which statement best describes your view?

An increase in property taxes equal to inflation is acceptable in order toensure that service levels remain the same

Property taxes should not increase at all even though there may be someimpact on services

Property taxes should be reduced even if it means reducing levels of services

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Contact with City Staff

Telephone wasby far theprimary methodof contact.

1%

1%

2%

95%

mail

in person

e-mail

telephone

Of those who had contact, the methodused was...

2014

2013

2012

2011

2010

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Customer Service

Of those who contacted the City of Winnipegthe experience was rated as

Verysatisfied

Somewhatsatisfied

Somewhatdissatisfied

Verydissatisfied

2009 22% 48% 15% 14%

2010 30% 49% 4% 17%2011 22% 42% 15% 21%

2012 32% 39% 17% 12%

2013 25% 52% 11% 12%2014 7% 87% 4% 2%

In 2014, 94% of Winnipeggers who had contacted the City in the pastyear, rated their experiences as satisfied compared to 77% in 2013.

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Customer Service

0% 20% 40% 60% 80% 100%

65% 201053% 201153% 201248% 201370% 2014

62% 201060% 201154% 201262% 201372% 2014

70% 2010

73% 201163% 201258% 201383% 2014

90% 201088% 2011

86% 201270% 201387% 2014

strongly agree somewhat agree smwt disagree strongly disagree

City staff are courteous,helpful and knowledgeable

The quality of service fromthe City is consistently high

The City responds quickly torequests and concerns

City staff are easy to get ahold of when I need them

Question: Thinking about your personal dealings with the City of Winnipeg and your generalImpressions

25

strongly agree &somewhat agree


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Improvements Customer Service - 2014Citizens were asked:

How could the Citys customer service be improved?

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Groupings Detail of Responses# of

responses

% ofpeople

surveyed

More people on staff / more timely responses 180 30.0% Answer phones right away / less hold time 21 3.5%Increase salary so they perform well 4 0.7%

Improve 311 16 2.7%More information on City services / advertise more 8 1.3%Different department numbers, rather than just having 311 6 1.0%Staff should be more knowledgeable about services 40 6.7%Should listen / show an interest in wanting to help 17 2.8%

5% OK / Satisfied OK / Satisfied 28 4.7%2% Other Other 10 1.7%

43% No suggestions No suggestions / don't know 259 43.2%

34.2%Improvements relating tostaffing levels

5.0%Improvements relating tosystems

9.5%Improvements relating tostaff contact


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Improvements Customer Service

Annual TrendCitizens were asked:

How could the Citys customer service be improved?

Groupings 2010 2011 2012 2013 2014

Improvements relating to systems 8% 7% 16% 16% 5%

Improvements relating to staffing levels 8% 17% 11% 17% 34%

Improvements relating to staff contact 10% 4% 11% 11% 10%

Increase hours of operation 1% 0% 0% 0% 0%

OK / Satisfied 1% 2% 2% 1% 5%

Other 3% 3% 4% 5% 2%

No suggestions 70% 84% 57% 67% 43%

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Documents

2014 Citizen Survey