City of Thorold An Evaluation of Public Services.

City of ThoroldAn Evaluation of Public Services

2

Background and Objectives

The City of Thorold determined a need to talk to adult residents of the city about the services it provides, as well as development initiatives it is undertaking.

More specifically, the objectives of this research were as follows:

To determine the extent to which residents are using existing services;

To understand the importance residents put on these services;

To explore the perceived satisfaction with these services;To investigate the perceived importance of various

initiatives being undertaken by the city; andTo explore residents’ satisfaction with these initiatives.

3

Method

This research was conducted via telephone surveys.

In total, 400 surveys were conducted with adult residents of Thorold.

Surveys were conducted between October 24th and October 31st, 2005.

With a sample size of 400 results can be considered accurate to within 4.9 percentage points, 19 times out of 20.

4

Key Findings Service Evaluation

Overall, positive service ratings, with a few areas that could use improvement:

- Roads (Condition & Snow Removal)- Flood Control and Drainage- Water and Sewer Systems

Overall service satisfaction (89%) is quite high.- Ratings are somewhat higher than Provincial &

Regional benchmarks.- With two-thirds being only somewhat satisfied, there

is room for improvement

Important Services: Majority considers every service important.

- Most Important: Roads & Snow Removal- Least Important: Arenas

5

Key Findings Service Evaluation (cont’d)

User Satisfaction: Overall, majority of users are satisfied with the services.

- Lowest satisfaction: Planning/Building, Road Maintenance, Tax/Water billing.

Non-User Satisfaction: Overall, usage breeds positivity, with non-users reporting lower perceived satisfaction ratings on almost all services.- Users may be leveraged as ambassadors for city services.

Gap Analysis - Most Important w/ Least Satisfaction:- Key Areas of Improvement are: Snow Removal (-34),

Road Maintenance (-33), Water Drainage/Flood Control (-23).

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Key Findings City Initiatives

Important Initiatives: Majorities consider each initiative important.

- Most Important: Economic Development

Satisfaction: Overall, majority of users are satisfied with the services.

Gap Analysis - Most Important w/ Least Satisfaction:- While Economic Development achieves highest

importance rating, it achieves lowest satisfaction scores (-32).

Services – Importance, Usage and Satisfaction

8

Overall Satisfaction with Services Provided by ThoroldSomewhat higher than Provincial and Regional Benchmarks

B1. Now, I would like you to think about all of the services that are provided by the City of Thorold… Overall, are you very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied with the overall quality of services provided by the City of Thorold municipal government? Base: Total respondents (n=400)

Satisfaction with the City of Thorold is quite high, with nine-tenths (88%) saying they are very or somewhat satisfied.

However, there is room for improvement as most of those who are satisfied are only somewhat so.

Very satisfied23%

Somewhat satisfied

66%

Somewhat dissatisfied

7%

Very dissatisfied

4%

9

Importance Rating Of City ServicesMost: Emergency response Least: Traffic/Building

Now, I am going to read a number of different services and programs provided by the City of Thorold. For each, I would like you to tell me how important it is to you and your household Base: Total respondents (n=400)

38%

22%

32%

34%

22%

22%

15%

10%

9%

3%

37%

42%

47%

52%

59%

75%

77%

87%

89%

97%

34%

40%

Planning / Building

Traffic on Roads

Arenas

Heritage / Preservation

Parks / Sportsfields

Libraries

Maintenance of City Roads

Drainage + Flood Control

Water and Sewage

Road Snow Clearing

Fire Department

Very importantSomewhat important

10

Importance Rating Of City Services The majority of residents find all the services tested to

be at least somewhat important.

However, roads are clearly a top priority right behind the emergency response by the fire department, with almost all residents believing that snow removal, as well as the condition and the appearance of the roads is important.

Maintenance and condition of the water and sewage systems and drainage / flood control are also high on the priority list.

Services considered less important are those related to planning and building, the level of traffic on roads, and arenas.

A full breakdown of individual results can be found in Appendix 1.

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Usage of City Services – SummaryMost: Roads /Parks/Libraries Least : Fire Dept.

And, please tell me what BEST represents how often you and your household use the service or program within a typical year Base: Those respondents who use the service

99%

77%

75%

59%

54%

44%

32%

16%

0%

21%

32%

11%

10%

9%

3%

0%

98%

42%

20%

6%

26%

19%

1%

0%

Roads


Libraries

Heritage

Arenas

Drainage / Flood

Planning / Building

Fire Department

A least once/year Once/month Once/week

12

User Satisfaction with Services – SummaryHighest: Fire Dept./Libraries/Heritage.Lowest: Roads/Tax & Water

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Those using each service.

85%

62%

43%

41%

39%

39%

32%

28%

22%

22%

15%

15%

15%

31%

49%

45%

48%

42%

38%

36%

61%

43%

49%

40%

Fire Department

Libraries


Arenas


Water and Sewage


Road Snow Clearing

Traffic on Roads

Planning / Building

Maintance of City Roads

Tax / Water BillingVery satisfiedSomewhat satisfied

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Gap Analysis – Importance vs. Satisfaction

Base: Total respondents (n=400)

Find Important

Are Satisfied GAP

Condition/ Maintenance of arenas 65% 86% +21Heritage and Historical preservation services

79% 92% +13

Public Libraries 81% 93% +12Level of traffic on roads 77% 82% +5Number and Maintenance of parks, open spaces, sportsfields

86% 87% +1

Emergency response by Fire Department

100% 100% 0

Planning and Building Services 71% 65% -6Condition/ Maintenance of water and sewage systems

97% 80% -13

Storm water drainage and flood control

92% 69% -23

Condition/ Maintenance of roads 97% 64% -33Snow removal of city roads 98% 64% -34

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Gap Analysis – Importance vs. Satisfaction When comparing the level of importance assigned to

the services and the level of satisfaction these services received, the City of Thorold is doing particularly well on a number of services, particularly the maintenance and condition of arenas, heritage and historical preservation services, and public libraries.

Roads, storm water drainage and flood control, and the condition and maintenance of water and sewage systems are the areas that need the most improvement. Overall, residents perceive these services to be important, but are not nearly as satisfied with the current level of service.

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Non-User Perceived Satisfaction with Services – SummaryHighest: Fire Dept. Lowest: Arenas/Planning & Building

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Those not using each service.

67%

34%

22%

22%

20%

16%

16%

22%

43%

41%

37%

39%

47%

37%

Fire Department


Libraries



Planning / Building

Arenas

Very satisfiedSomewhat satisfied

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Gap Analysis – Actual Satisfaction vs. Perceived Satisfaction


Actual Satisfaction

Perceived Satisfaction

GAP

Storm water drainage and flood control

69% 77% +8

Planning and Building Services 65% 63% -2Emergency response by Fire Department

100% 89% -11

Number and Maintenance of parks, open spaces, sportsfields

87% 59% -28

Public Libraries 93% 63% -30Heritage and Historical preservation services

92% 59% -33

Condition/ Maintenance of arenas 86% 53% -33

When comparing actual versus perceived satisfaction, it is evident that usage breeds positivity, with user satisfaction being higher than non-user perceived satisfaction in most case.

The only case where this is not true is storm water drainage and flood control.

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Personal Experience with StaffExperience Percentage

Anytime I’ve dealt with them, I’ve been generally satisfied

34

Above average / top marks / excellent 14Staff are good at communicating with public / pleasant /friendly

14

Helpful / reasonable / knowledgeable 12

Somewhat dissatisfied 11Very responsive / Good with questions / Quick to respond 9

Have had little dealings with them / Can’t really respond 6

Staff are slow to respond 5Need to be more sensitive to concerns / complaints of residents

4

Some staff are good / courteous, while other are not 4

Polite / courteous / professional 3

People not treated equally / favouritism 2

Good mayor / doing good job 2

Problem with response to sewage / water / drainage 2

Hypocritical / say one thing and do another 1

Municipal Initiatives

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Importance of InitiativesHighest: Economic Development For the most part, Thorold residents find all tested initiatives to be important,

especially economic and development initiatives. Those under 35 are most likely to find the downtown re-development (98%) and

economic development initiatives (98%) important. Residents between 35 and 54 find increasing tourism to be the most important (90%).

72%

58%

48% 48%

21%27%

36% 34%

Economicdevelopment

Downtown Re-development

Increase tourism PromotingHeritage/ History

Very important Somewhat important

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Satisfaction with Initiatives While most residents tend to find these initiatives very as

opposed to somewhat important, they are more likely to be somewhat instead of very satisfied with them.

They are most dissatisfied with the re-development of downtown and economic development initiatives (24% each).

22%19% 17%

12%

57% 53%48% 49%

PromotingHeritage/ History

Increase tourism Downtown Re-development

Economicdevelopment

Very satisfied Somewhat satisfied

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Gap Analysis – Importance vs. Satisfaction


Find Important

Are Satisfied GAP

Promote heritage and history 81% 78% -3

Increase tourism 85% 72% -13

Re-development of downtown 84% 64% -20

Economic development 93% 61% -32

Generally, residents find the City’s initiatives to be important, but there is a gap between this importance and their satisfaction.

This is especially true for economic development and the re-development of downtown.

Other Comments

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Other CommentsComments Percentage

Better / quicker snow removal 8Maintain roads / fix potholes 7Don’t raise taxes / give notice when you do / lower taxes 6Need to work on water / sewers / drainage system 6Focus on cleaning / business generation / more money going into downtown

5

Satisfied / happy / doing a good job 4More playgrounds, parks / better maintenance of parks, arenas 4Better enforcements of law / traffic violations / better police

presence5

Few sidewalks / no bikepaths / in poor condition 3Spend more on Heritage / history of area / old buildings 3Need recreation / community centre / place for youth 3Student housing: more monitoring of / more restrictions on 2Better public transportation / bigger busses 2No parking on streets 2Need to public / changes and progress on city projects 2Lower water costs / don’t bill for water 2Housing for seniors: tax breaks / nursing homes 2Job creation / tax breaks for businesses willing to locate nearby 1

Importance, Usage and

Satisfaction with City Services

Appendix 1

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Emergency Response by Fire Department - Importance Not surprisingly, emergency response by the fire department

is considered very important (97%).

Now, I am going to read a number of different services and programs provided by the City of Thorold. For each, I would like you to tell me how important it is to you and your household Base: Total respondents (n=400)

97%

3% <1%<1%

Very important Somewhatimportant

Not veryimportant

Not important atall

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Emergency Response by Fire Department - Usage Most Thorold residents have never used the fire department’s

emergency response services.

0%

16%

84%

At least once a week At least once a year Never

27

Emergency Response by Fire Department - Satisfaction Those who have used these services are very happy with them,

with no one reporting it to be even somewhat unsatisfactory. Only one percent of those who have not used the service

perceive it to be very dissatisfactory.

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Those using each service n=66; Those not n=334

85%

15%

0% 0%

67%

22%

1%<1%

Very satisfied Somewhatsatisfied

Somewhatdissatisfied

Very dissatisfied

Actual SatisfactionPerceived Satisfaction

28

Condition and Maintenance of City Roads - Importance Residents find the condition and Maintenance of City Roads to

be very important.

75%

22%

3%<1%


Not veryimportant

Not important atall

29

City Roads - Usage Roads are used on a daily basis by Thorold residents.

95%

3% 1% 1%

At least once aday

At least once aweek

At least once ayear

Never

30

Condition and Maintenance of City Roads - Satisfaction Two-thirds of residents are at least somewhat satisfied with

the condition and maintenance of city roads (64%). Those who are dissatisfied tend to be under 35 (40% of are at

least somewhat dissatisfied).

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Those using service n=398

15%

49%

19%16%



Very dissatisfied

31

Level of Traffic on City Roads – Importance The amount of traffic on city roads is thought to be important. Older residents are most likely to find it very important (44%

of those over 55) while younger residents are most likely to find it not very important (27% of those under 35).

40%38%

14%

3%


Not veryimportant

Not important atall

32

Level of Traffic on City Roads - Satisfaction Satisfaction with the level of traffic is high, with 83% being at

least somewhat satisfied. Those aged 35 to 54 are most likely to be dissatisfied (19%

compared to 4% of those under 35).

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Total n=400

22%

61%

12%

4%



Very dissatisfied

33

Clearing Snow from Roads - Importance Clearing snow from roads is very important to Thorold

residents, especially women (94% compared to 85% of men).

89%

9%1% <1%


Not veryimportant

Not important atall

34

Clearing Snow from Roads - Satisfaction Two-thirds (64%) of residents are at least somewhat satisfied

with current snow removal services, men more so than women (71% and 58%, respectively).

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Total n=400

28%

36%

21%

14%



Very dissatisfied

35

Water Drainage/Flood Control - Importance The drainage of storm water and flood control is thought to

be very important. This is particularly true for women (84%) and those aged 35

to 54 (81%).

77%

15%

4% 2%


Not veryimportant

Not important atall

36

Water Drainage/Flood Control - Usage While the vast majority find this to be important, almost half

say they have never used the service.

14%

5%9%

16%

46%

At least oncea day

At least oncea week

At least oncea month

At least oncea year

Never

37

Water Drainage/Flood Control - Satisfaction Satisfaction with the city’s water drainage and flood control is

quite high among those who have used it. Particularly older residents are satisfied, as 40% of those over

55 say they are very satisfied. Perceived satisfaction is higher than actual satisfaction for this

service.

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Those using n=150; Those not n=184

32%

38%

10%13%

34%

43%

6%4%



Very dissatisfied


38

Condition and Maintenance of Water and Sewage Systems - Importance The condition and maintenance of the water and sewage

systems are thought to be very important.

87%

10%

1% 1%


Not veryimportant

Not important atall

39

Condition and Maintenance of Water and Sewage Systems - Satisfaction For the most part, residents are satisfied with the condition

and maintenance of the water and sewage system (80%). This is especially true for those under the 35 (90%).

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Total n=400.

39%42%

8% 8%



Very dissatisfied

40

Number and Maintenance of Parks/Sportsfields - Importance The number and maintenance of parks, open spaces and

sportsfields is considered at least somewhat important to the majority of residents (86%).

This is particularly true to 18 to 34 year olds (94%), and to 35 to 54 year olds (91%).

52%

34%

9%4%


Not veryimportant

Not important atall

41

Number and Maintenance of Parks/Sportsfields - Usage Parks, open spaces and sportsfields are well used in Thorold,

with only 23% saying they never use them. Two in five residents use them at least weekly (43%). Younger residents under 35 tend to use them more often

(17% using them daily and 44% using them weekly).

8%

35%

21%

14%

23%

At least oncea day

At least oncea week


At least oncea year

Never

42

Number and Maintenance of Parks/Sportsfields - Satisfaction Overall, residents are happy with the number and

maintenance of parks, open spaces and sportsfields, although a greater portion of residents say they are somewhat as opposed to very satisfied.

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Those using (n=309); Those not n=91

39%

48%

9%

3%

22%

37%

7%6%



Very dissatisfied


43

Public Libraries – Importance While libraries are considered important to all, women value

this importance more than men (67% of women rating them very important, compared to 51% of men).

59%

22%

12%6%


Not veryimportant

Not important atall

44

Public Libraries – Usage Usage of public libraries is split, with slightly more than half

of residents using them at least once a month. One-quarter of residents say they never use the libraries.

3%

18%

32%

23% 24%

At least oncea day

At least oncea week


At least oncea year

Never

45

Public Libraries - Satisfaction Residents who use public libraries are very satisfied with

them. While perceived satisfaction among non-users is quite high, it

does not come close to the actual levels of satisfaction.

Thinking about your level of satisfaction with this service, would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied? Base: Total n=304; Those not n=96

62%

31%

4%

22%

41%

0%<1%1%



Very dissatisfied


46

Condition and Maintenance of Arenas - Importance While arenas are considered important the the majority of

residents, they are not as important as the number of open spaces, parks and sportsfields.

They are more important to those aged 35 to 54 (70%) than those over 55 (56%).

42%

22%

16% 16%


Not veryimportant

Not important atall

47

Arenas - Usage Arenas are not widely used, with just under half of residents

saying they never use them, and an additional one-fifth using them less than once a month.

4%

23%

10%

19%

45%

At least oncea day

At least oncea week


At least oncea year

Never

48

Condition and Maintenance of Arenas - Satisfaction The vast majority of those who use arenas are at least

somewhat satisfied with them. If users are dissatisfied, they tend to be men (13%) and

between 35 and 54 (14%).


41%45%

9%

1%

16%

37%

4% 3%



Very dissatisfied


49

Planning and Building Services - Importance Planning and building services, such as zoning, permits and

inspections are deemed as important to residents (71%), with over one-third finding it very important (37%).

37%34%

12%

6%


Not veryimportant

Not important atall

50

Planning and Building Services - Usage

These services are virtually never used, and if so, less than once a month.

1% 3%

29%

65%

<1%

At least oncea day

At least oncea week


At least oncea year

Never

51

Planning and Building Services – Satisfaction While two-thirds (65%) of Thorold residents say they are

satisfied with the services relating to planning and building, most are only somewhat satisfied.

One in ten users say they don’t know or refused to answer (11%) as do 28% of non users.


22%

43%

11%14%

16%

47%

6%3%



Very dissatisfied


52

Heritage and Historical Preservation - Importance These services are considered important to most residents,

especially women (84% compared to 74% of men).

47%

32%

12%8%


Not veryimportant

Not important atall

53

Heritage and Historical Preservation - Usage Although perceived importance is high, usage is mostly

limited to less than a month.

1%4%

11%

42%40%

At least oncea day

At least oncea week


At least oncea year

Never

54

Heritage and Historical Preservation - Satisfaction Those residents who use the heritage and historical

preservation services at least once a year are quite satisfied with them.

Perceived satisfaction is also 58%.


43%

49%

5%1%

20%

39%

6%3%



Very dissatisfied


55

Tax and Water Billing - Satisfaction Of all the services, tax and water billing draws the lowest

satisfaction rating, as 39% are dissatisfied. The only other services generating dissatisfaction rates of

more than 30% are condition and maintenance of city roads (35%) and snow removal from city roads (34%).

15%

40%

19% 20%



Very dissatisfied

City of Thorold An Evaluation of Public Services.

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