2
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
➢ Background and objectives
➢ Survey methodology and sampling
➢ Further information
➢ Key findings & recommendations
➢ Summary of findings
➢ Detailed findings
• Key core measure: Overall performance
• Key core measure: Customer service
• Key core measure: Council direction indicators
• Communications
• Individual service areas
• Detailed demographics
➢ Appendix A: Detailed survey tabulations
➢ Appendix B: Further project information
3
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
69 65 59
Results shown are index scores out of 100.
Council Metropolitan State-wide
77
77
76
Recreational facilities
Waste management
Art centres and libraries
7750
7958
7157
-27 -21 -13Planning and building permits
Decisions made in the interest of the community
PerformanceImportance Net differential
Community consultation and engagement
4
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Welcome to the report of results and recommendations
for the 2018 State-wide Local Government Community
Satisfaction Survey for Whitehorse City Council.
Each year Local Government Victoria (LGV)
coordinates and auspices this State-wide Local
Government Community Satisfaction Survey throughout
Victorian local government areas. This coordinated
approach allows for far more cost effective surveying
than would be possible if councils commissioned
surveys individually.
Participation in the State-wide Local Government
Community Satisfaction Survey is optional. Participating
councils have various choices as to the content of the
questionnaire and the sample size to be surveyed,
depending on their individual strategic, financial and
other considerations.
The main objectives of the survey are to assess the
performance of Whitehorse City Council across a range
of measures and to seek insight into ways to provide
improved or more effective service delivery. The survey
also provides councils with a means to fulfil some of
their statutory reporting requirements as well as acting
as a feedback mechanism to LGV.
5
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
This survey was conducted by Computer Assisted
Telephone Interviewing (CATI) as a representative
random probability survey of residents aged 18+ years
in Whitehorse City Council.
Survey sample matched to the demographic profile of
Whitehorse City Council as determined by the most
recent ABS population estimates was purchased from
an accredited supplier of publicly available phone
records, including up to 40% mobile phone numbers to
cater to the diversity of residents within Whitehorse
City Council, particularly younger people.
A total of n=400 completed interviews were achieved in
Whitehorse City Council. Survey fieldwork was
conducted in the period of 1st February – 30th March,
2018.
The 2018 results are compared with previous years, as
detailed below:
• 2017, n=400 completed interviews, conducted in the period
of 1st February – 30th March.
• 2016, n=400 completed interviews, conducted in the period
of 1st February – 30th March.
• 2014, n=400 completed interviews, conducted in the period
of 31st January – 11th March.
• 2013, n=400 completed interviews, conducted in the period
of 1st February – 24th March.
Minimum quotas of gender within age groups were
applied during the fieldwork phase. Post-survey
weighting was then conducted to ensure accurate
representation of the age and gender profile of the
Whitehorse City Council area.
Any variation of +/-1% between individual results and
net scores in this report or the detailed survey
tabulations is due to rounding. In reporting, ‘—’
denotes not mentioned and ‘0%’ denotes mentioned by
less than 1% of respondents. ‘Net’ scores refer to two
or more response categories being combined into one
category for simplicity of reporting.
6
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Within tables and index score charts throughout this
report, statistically significant differences at the 95%
confidence level are represented by upward directing
blue and downward directing red arrows. Significance
when noted indicates a significantly higher or lower
result for the analysis group in comparison to the ‘Total’
result for the council for that survey question for that
year. Therefore in the example below:
• The state-wide result is significantly higher than the
overall result for the council.
• The result among 50-64 year olds is significantly
lower than for the overall result for the council.
Further, results shown in blue and red indicate
significantly higher or lower results than in 2017.
Therefore in the example below:
• The result among 35-49 year olds in the council is
significantly higher than the result achieved among
this group in 2017.
• The result among 18-34 year olds in the council is
significantly lower than the result achieved among
this group in 2017.
54
57
58
60
67
66
50-64
35-49
Metro
Whitehorse
18-34
State-wide
Overall Performance – Index Scores (example extract only)
Note: Details on the calculations used to determine statistically significant differences may be found in Appendix B.
7
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Further information about the report and explanations
about the State-wide Local Government Community
Satisfaction Survey can be found in Appendix B,
including:
➢ Background and objectives
➢ Margins of error
➢ Analysis and reporting
➢ Glossary of terms
Contacts
For further queries about the conduct and reporting of
the 2018 State-wide Local Government Community
Satisfaction Survey, please contact JWS Research on
(03) 8685 8555.
9
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
The overall performance index score of 69 for Whitehorse
City Council represents a two-point (not significant) increase
from the 2017 result. Overall performance ratings have been
largely stable over the past five years, dipping temporarily in
2014 (index score of 64) before increasing again.
➢ Whitehorse City Council’s overall performance is rated
statistically significantly higher (at the 95% confidence
interval) than the average rating for councils State-
wide and in the Metropolitan group (index scores of
59 and 65 respectively).
➢ Residents of postal codes 3132/3131/3133 (index
score of 73, six points higher than 2017) grew
significantly more favourable in the past year in their
view of Council’s overall performance. They also rate
Council significantly higher than the average for overall
performance.
➢ Overall performance ratings are otherwise largely
consistent across demographic and demographic
sub-groups, with no other significant differences
evident compared to Council’s average rating.
Positively, residents are much more likely to rate Whitehorse
City Council’s overall performance as ‘very good’ (15%) or
‘good’ (54%) than ‘poor’ (6%) or ‘very poor’ (1%). A further
23% sit mid-scale providing an ‘average’ rating.
69 65 59
Results shown are index scores out of 100.
Council Metropolitan State-wide
10
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Review of the core performance measures (as shown
on page 19) shows that Whitehorse City Council’s
performance was relatively stable compared to
Council’s own results in 2017. Performance index
scores for core measures have been largely consistent
over the course of the past five years. Consultation
and engagement (index score of 57) is the only core
measure whose current rating is currently significantly
lower than a previously achieved result (index score of
63 in 2014).
➢ The results are in line with Metropolitan group
averages on most measures. The exception is
overall council direction (index score of 51)
where Whitehorse City Council’s performance
index is significantly lower than the Metropolitan
group average (three points lower).
➢ In addition to overall performance, Council
significantly exceeds State-wide averages for
councils on the measures of community
decisions (index score of 58, four points higher)
and sealed local roads (70, 17 points higher). It
is in line with State-wide averages for councils on
all other core measures.
➢ Performance on sealed local roads (index score
of 70) declined just slightly, by three index points,
in the past year. Most groups rated Council
similarly in this area compared to 2017 results
with the exception of women (index score of 67,
six points lower than 2017), residents aged 35 to
49 years (67, six points lower), and residents of
postal codes 3130/3151 (66, five points lower).
Customer service (index score of 73) is a top
performing area for Whitehorse City Council and is the
highest-rated core performance measure. In the area
of customer service, Whitehorse City Council’s rating is
in line with the State-wide and Metropolitan group
averages for councils (index score of 70 and 72
respectively).
11
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Three in five (60%) Whitehorse City Council
residents have had recent contact with Council.
Those aged 18 to 34 years are least likely to have
contacted Council (51%). Conversely, residents aged
35 to 49 years are most likely to have done so (68%).
Customer service, with an index score of 73, is a
positive result for Council. Perceptions of customer
service have been stable over time.
➢ More than one-third (37%) rate Council’s
customer service as ‘very good’, with a further
31% rating customer service as ‘good’.
Newsletters, sent via mail (35%) and email (31%), are
the preferred way for Council to inform residents about
news, information and upcoming events. Demand for
emailed newsletters declined just slightly, while
preferences for emailed newsletters increased (by
seven percentage points) in the past year. For the first
time, preferences favour mailed over emailed
newsletters.
➢ The popularity of mailed communications
increased among both residents under (from 26%
in 2017 to 33% in 2018) and over (32% to 38%)
fifty years of age since 2017.
➢ But while younger adults (under fifty years of
age) divide evenly in their preferences (35%
mailed and 33% emailed newsletter), adults aged
over 50 years prefer to receive a newsletter via
mail (38%) to email (25%, six percentage points
lower than 2017) by a wider margin. The
popularity of an e-newsletter declined among
older residents in the past year.
➢ Demand for text message updates (6%) also
dropped considerably since 2017 (14%) among
residents under fifty years of age.
12
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Whitehorse City Council performs most strongly in
the areas of art centres and libraries and waste
management (index score of 77 each).
Art centres and libraries have been rated highest for
performance relative to other service areas for the past
two years.
➢ Seven in ten residents (70%) rates Council’s
performance in the area of art centres and libraries
as ‘very good’ or ‘good’.
➢ Council performs in line with the Metropolitan
group (index score of 75) and significantly higher
than the State-wide average for councils (index
score of 74) in this area.
➢ Art centres and libraries, however, rates lower
(rating in the bottom three) in terms of perceived
importance relative to other service areas
evaluated (importance index score of 69).
In the area of waste management, Council not only
performs strongly, but it is the highest-rated
service area in terms of its importance (importance
index score of 84).
➢ Most (81%) residents rate Council’s performance
in the area of waste management as ‘very good’ or
‘good’.
➢ Council performs in line with the Metropolitan
group (index score of 75) and significantly higher
than the State-wide average for councils (index
score of 70) in this area.
Recreational facilities (performance index score of
76) is also an area where Council is rated more highly
compared to other service areas.
➢ Perceptions of this service area have increased
significantly in the last 12 months among residents
aged 18 to 34 years (from a performance index
score of 70 in 2017 to 75 currently).
➢ Council performs significantly higher than both the
Metropolitan group (index score of 74) and State-
wide average for councils (index score of 69) in
this area.
➢ Parks and gardens (14%), recreational and
sporting facilities (12%), and community facilities
(7%) are among the most frequently mentioned
best things about living in the council area.
13
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Council’s performance ratings declined significantly
in only two areas in 2018: appearance of public
areas (index score of 73, four index points lower than
2017) and family support services (69, three points
lower).
➢ Much of the decline in the area of public areas
can be attributed to more critical ratings on this
issue from residents aged 18 to 49 years and
women.
➢ Impressions of family support services also
declined significantly among the youngest cohort
(residents aged 18 to 34 years) in the past year.
The area that stands out as being most in need of
Council attention is planning and building permits.
With a performance index score of 50, Council rates
lowest in this service area relative to other services
evaluated, though Council’s performance in this area
has stayed the same three years in a row.
➢ One-quarter of residents (25%) rate Council
performance in this service area as ‘poor’ or ‘very
poor’ combined.
➢ Council’s performance is in line with both the
Metropolitan group and State-wide average for
councils (index scores of 51 and 52 respectively)
on this measure despite being the lowest rated
service area.
➢ The importance of this service area is evidenced
by a high index score of 77.
➢ Feedback from residents on what they consider
Council most needs to do to improve its
performance in the next 12 months supports this
finding, with town planning/ permits /red tape
mentioned by 5% of residents.
14
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Perceptions of Council declined significantly in only two
areas in the past year. This is a positive result for
Council, particularly given that Whitehorse City Council
does not have any service areas that are performing
significantly below the Metropolitan group or State-wide
average.
For the coming 12 months, Whitehorse City
Council should pay particular attention to the
service areas where stated importance exceeds
rated performance by more than 10 points. Key
priorities include:
➢ Planning & building permits (margin of 27
points)
➢ Community decisions (margin of 21 points)
➢ Consultation and engagement (margin of 13
points).
On the positive side, Council should maintain its
relatively strong performance in the area of
customer service, and aim to shore up service areas
that are currently rated higher than others, such as
waste management and recreational facilities.
15
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
An approach we recommend is to further mine the
survey data to better understand the profile of these
over and under-performing demographic groups. This
can be achieved via additional consultation and data
interrogation, self-mining the SPSS data provided, or
via the dashboard portal available to the council.
Please note that the category descriptions for the
coded open ended responses are generic summaries
only. We recommend further analysis of the detailed
cross tabulations and the actual verbatim responses,
with a view to understanding the responses of the key
gender and age groups, especially any target groups
identified as requiring attention.
A personal briefing by senior JWS Research
representatives is also available to assist in
providing both explanation and interpretation of
the results. Please contact JWS Research on 03
8685 8555.
16
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Higher results in 2018(Significantly higher result than 2017) • No significant change
Lower results in 2018(Significantly lower result than 2017)
• Appearance of public areas
• Family support services
Most favourably disposed
towards Council
• None Applicable (Results largely
consistent across demographic
groups)
Least favourably disposed
towards Council • None Applicable
18
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
69
6467 67
69
61 63
56 57 5756
6057 56 5657
59 58
73 737072 72
7072 73
54 5350 51 51
2012 2013 2014 2015 2016 2017 2018
Sealed
Local
Roads
Community
Consultation
Customer
ServiceOverall
Council
Direction
Overall
PerformanceAdvocacy Making
Community
Decisions
19
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Performance MeasuresWhitehorse
2018
Whitehorse
2017
Metro
2018
State-
wide
2018
Highest
score
Lowest
score
OVERALL PERFORMANCE 69 67 65 593132/
3131/
3133
Aged 50-
64 years
COMMUNITY CONSULTATION(Community consultation and
engagement)
57 57 57 553132/
3131/
3133
NA
ADVOCACY(Lobbying on behalf of the community)
56 56 56 54 NAAged 50-
64 years
MAKING COMMUNITY
DECISIONS (Decisions made in the
interest of the community)
58 59 58 54Aged 18-
34 years
Aged 50-
64 years
SEALED LOCAL ROADS (Condition of sealed local roads)
70 73 68 53 Men3130/
3151
CUSTOMER SERVICE 73 72 72 70
Aged 50+
years,
3132/
3131/
3133
3129/
3128/
3125/
3127
OVERALL COUNCIL DIRECTION 51 51 54 523130/
3151
Aged 50-
64 years
20
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
15
8
4
8
27
37
54
26
20
30
40
31
23
36
34
31
22
15
6
11
8
11
7
8
1
3
2
4
3
5
1
16
32
17
1
4
Overall Performance
Community Consultation
Advocacy
Making CommunityDecisions
Sealed Local Roads
Customer Service
% Very good Good Average Poor Very poor Can't say
Key Measures Summary Results
13 68 11 9Overall Council Direction
%Improved Stayed the same Deteriorated Can't say
21
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
77
79
71
72
Planning & building permits
Community decisions
Consultation & engagement
Informing the community
50
58
57
62
Importance Performance Net Differential
Service areas where importance exceeds performance by 10 points or more,
suggesting further investigation is necessary:
-27
-21
-13
-10
22
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
81
78
79
76
76
75
73
72
75
71
72
71
66
64
59
81
78
79
76
76
73
74
75
74
74
72
75
69
68
62
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
80
n/a
77
n/a
n/a
69
71
71
73
n/a
71
n/a
66
n/a
60
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2018 Priority Area Importance
84
79
78
77
76
74
74
72
72
72
71
71
69
64
60
Waste management
Community decisions
Elderly support services
Planning & building permits
Sealed local roads
Family support services
Environmental sustainability
Recreational facilities
Appearance of public areas
Informing the community
Enforcement of local laws
Consultation & engagement
Art centres & libraries
Lobbying
Community & cultural
Q1. Firstly, how important should [RESPONSIBILITY AREA] be as a responsibility for Council? Base: All respondents. Councils asked state-wide: 28 Councils asked group: 10Note: Please see page 6 for explanation of significant differences.
2017 2016 2015 2014 2013 2012
23
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
46
36
33
35
31
20
30
28
26
22
24
22
20
18
12
44
45
47
40
43
50
40
42
42
45
43
42
43
36
30
10
17
17
18
23
26
23
25
25
31
28
31
29
30
45
1
1
4
1
1
4
3
5
2
5
3
7
10
11
1
1
1
2
1
1
1
3
1
1
1
2
1
1
1
2
2
1
2
Waste management
Community decisions
Elderly support services
Planning & building permits
Sealed local roads
Recreational facilities
Environmental sustainability
Family support services
Informing the community
Appearance of public areas
Enforcement of local laws
Consultation & engagement
Art centres & libraries
Lobbying
Community & cultural
%
Extremely important Very important Fairly important Not that important Not at all important Can't say
Individual Service Areas Importance
Q1. Firstly, how important should [RESPONSIBILITY AREA] be as a responsibility for Council? Base: All respondents. Councils asked state-wide: 28 Councils asked group: 10
24
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Priority Area Performance
79
77
76
74
77
69
73
72
68
65
61
59
57
56
50
74
74
75
73
74
70
73
69
64
65
61
57
56
57
50
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
63
60
n/a
77
71
74
72
74
72
n/a
71
66
66
n/a
n/a
61
56
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
77
77
76
75
73
70
70
69
65
65
62
58
57
56
50
Art centres & libraries
Waste management
Recreational facilities
Community & cultural
Appearance of public areas
Elderly support services
Sealed local roads
Family support services
Environmental sustainability
Enforcement of local laws
Informing the community
Community decisions
Consultation & engagement
Lobbying
Planning & building permits
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14 Note: Please see page 6 for explanation of significant differences.
25
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Individual Service Areas Performance
32
22
26
28
24
27
11
11
13
13
13
8
8
5
4
49
52
47
42
45
40
41
41
38
29
25
30
26
23
20
14
21
17
15
20
22
23
26
32
17
20
31
36
28
34
2
3
1
2
1
7
6
4
11
2
2
11
11
16
8
1
1
1
1
3
3
3
3
1
1
4
3
9
2
1
1
7
13
10
1
16
15
3
38
40
17
16
18
32
Waste management
Appearance of public areas
Recreational facilities
Art centres & libraries
Community & cultural
Sealed local roads
Enforcement of local laws
Environmental sustainability
Informing the community
Elderly support services
Family support services
Community decisions
Consultation & engagement
Planning & building permits
Lobbying
%Very good Good Average Poor Very poor Can't say
Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
26
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
• Informing the community
• Family support services
• Recreational facilities
• Appearance of public areas
• Art centres & libraries
• Community & cultural
• Waste management
• Making community
decisions
• Sealed local roads
• None Applicable
Significantly Higher than
State-wide Average
Significantly Lower than
State-wide Average
27
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Significantly Higher than
Group Average
Significantly Lower than
Group Average
• Elderly support services
• Recreational facilities
• Community & cultural
• None Applicable
28
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Top Three Most Important Service Areas(Highest to lowest, i.e. 1. = most important)
Whitehorse City Council
1. Waste
management
2. Community
decisions
3. Elderly support
services
Metropolitan
1. Waste
management
2. Emergency &
disaster mngt
3. Community
decisions
Interface
1. Traffic
management
2. Emergency &
disaster mngt
3. Waste
management
Regional Centres
1. Emergency &
disaster mngt
2. Sealed roads
3. Community
decisions
Large Rural
1. Sealed roads
2. Unsealed roads
3. Emergency &
disaster mngt
Small Rural
1. Emergency &
disaster mngt
2. Waste
management
3. Community
decisions
Bottom Three Least Important Service Areas (Lowest to highest, i.e. 1. = least important)
Whitehorse City Council
1. Community &
cultural
2. Lobbying
3. Art centres &
libraries
Metropolitan
1. Bus/community
dev./tourism
2. Community &
cultural
3. Slashing &
weed control
Interface
1. Tourism
development
2. Community &
cultural
3. Bus/community
dev./tourism
Regional Centres
1. Community &
cultural
2. Art centres &
libraries
3. Lobbying
Large Rural
1. Community &
cultural
2. Art centres &
libraries
3. Traffic
management
Small Rural
1. Community &
cultural
2. Art centres &
libraries
3. Tourism
development
29
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Top Three Performing Service Areas(Highest to lowest, i.e. 1. = highest performance)
Whitehorse City Council
1. Art centres & libraries
2. Waste management
3. Recreational facilities
Metropolitan
1. Art centres & libraries
2. Waste management
3. Recreational facilities
Interface
1. Art centres & libraries
2. Emergency & disaster mngt
3. Recreational facilities
Regional Centres
1. Art centres & libraries
2. Appearance of public areas
3. Emergency & disaster mngt
Large Rural
1. Art centres & libraries
2. Emergency & disaster mngt
3. Appearance of public areas
Small Rural
1. Art centres & libraries
2. Emergency & disaster mngt
3. Appearance of public areas
Bottom Three Performing Service Areas (Lowest to highest, i.e. 1. = lowest performance)
Whitehorse City Council
1. Planning permits 2. Lobbying3. Consultation &
engagement
Metropolitan
1. Population growth
2. Planning permits 3. Town planning
policy
Interface
1. Unsealed roads2. Population
growth 3. Traffic
management
Regional Centres
1. Parking facilities 2. Community
decisions3. Unsealed roads
Large Rural
1. Unsealed roads2. Sealed roads 3. Planning permits
Small Rural
1. Unsealed roads2. Sealed roads 3. Population
growth
30
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
19
7
7
6
5
5
5
14
Development - Inappropriate
Community Consultation
Sealed Road Maintenance
Communication
Town Planning/Permits/Red Tape
Traffic Management
Informing The Community
Nothing
14
12
7
7
7
7
6
6
6
Parks and Gardens
Recreational/Sporting Facilities
Community Facilities
Generally Good - Overall/NoComplaints
Customer Service
Community/Public Events/Activities
Cultural Activities
Road/Street Maintenance
Waste Management
2018 Best Aspects 2018 Areas for Improvement
% %
Q16. Please tell me what is the ONE BEST thing about Whitehorse City Council? It could be about any of the issues or services we have covered in this survey or it could be about something else altogether? Base: All respondents. Councils asked state-wide: 20 Councils asked group: 7Q17. What does Whitehorse City Council MOST need to do to improve its performance?Base: All respondents. Councils asked state-wide: 36 Councils asked group: 9
31
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Best Things
Areas for
Improvement
• Parks and Gardens: 14% (down 1 point from 2017)
• Recreational/Sporting Facilities: 12% (equal points on 2017)
• Community Facilities: 7% (equal points on 2017)
• Generally Good - Overall/No Complaints: 7% (up 2 points from 2017)
• Customer Service: 7% (up 1 point from 2017)
• Community/Public Events/Activities: 7% (down 2 points from 2017)
• Development - Inappropriate: 19% (up 2 points from 2017)
• Community Consultation: 7% (down 1 point from 2017)
• Sealed Road Maintenance: 7% (up 2 points from 2017)
34
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Overall Performance
73
71
71
69
69
68
67
66
66
65
64
59
3132/ 3131/ 3133
18-34
65+
Men
Whitehorse
Women
35-49
3129/ 3128/ 3125/ 3127
3130/ 3151
Metro
50-64
State-wide
67
68
67
67
67
67
67
64
70
64
63
59
72
70
68
66
67
68
63
64
66
66
68
59
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
67
n/a
60
n/a
65
67
63
64
65
66
n/a
n/a
n/a
57
61
n/a
70
71
67
69
70
66
n/a
n/a
n/a
67
60
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
60
Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Whitehorse City Council, not just on one or two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14 Note: Please see page 6 for explanation about significant differences.
2017 2016 2015 2014 2013 2012
35
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
15
12
14
8
13
9
12
11
10
22
11
18
11
15
13
20
54
50
50
46
54
37
48
55
54
54
62
48
69
52
40
48
23
30
29
35
27
36
29
23
28
19
21
25
16
21
36
26
6
4
5
7
2
11
7
8
7
4
5
8
5
11
10
1
1
2
2
1
2
5
3
1
1
1
1
1
1
1
2
1
2
1
3
1
2
1
1
1
3
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2014 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Overall Performance
Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Whitehorse City Council, not just on one or two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
37
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Overall contact with
Whitehorse City Council• 60%, down 4 points on 2017
Most contact with
Whitehorse City Council• Aged 35-49 years
Least contact with
Whitehorse City Council• Aged 18-34 years
Customer service rating • Index score of 73, up 1 point on 2017
Most satisfied with customer
service• Aged 50+ years
• 3132/ 3131/ 3133
Least satisfied with
customer service• 3129/ 3128/ 3125/ 3127
38
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Contact with Council
%
68
65
64
63
61
61
60
58
57
54
54
51
35-49
Women
50-64
3132/ 3131/ 3133
State-wide
3129/ 3128/ 3125/ 3127
Whitehorse
65+
Metro
3130/ 3151
Men
18-34
Q5. Over the last 12 months, have you or any member of your household had any contact with Whitehorse City Council? This may have been in person, in writing, by telephone conversation, by text message, by email or via their website or social media such as Facebook or Twitter?Base: All respondents. Councils asked state-wide: 43 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
39
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Contact with Council
6057
49
64
60
2012 2013 2014 2015 2016 2017 2018
Have had contact
%
Q5. Over the last 12 months, have you or any member of your household had any contact with Whitehorse City Council? This may have been in person, in writing, by telephone conversation, by text message, by email or via their website or social media such as Facebook or Twitter?Base: All respondents. Councils asked state-wide: 43 Councils asked group: 8
40
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Customer Service Rating
77
77
77
75
74
73
72
71
70
70
69
67
65+
50-64
3132/ 3131/ 3133
Men
3130/ 3151
Whitehorse
Metro
Women
18-34
State-wide
35-49
3129/ 3128/ 3125/ 3127
72
73
73
72
73
72
71
72
73
69
71
71
76
71
75
68
66
70
73
73
61
69
69
70
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
n/a
70
n/a
n/a
74
72
n/a
69
n/a
72
n/a
74
68
72
73
n/a
82
73
n/a
68
n/a
72
n/a
76
73
71
63
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
n/a
n/a
2017 2016 2015 2014 2013 2012
Q5c. Thinking of the most recent contact, how would you rate Whitehorse City Council for customer service? Please keep in mind we do not mean the actual outcome but rather the actual service that was received. Base: All respondents who have had contact with Council in the last 12 months. Councils asked state-wide: 64 Councils asked group: 14Note: Please see page 6 for explanation about significant differences.
41
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
37
35
31
31
35
31
33
33
35
42
41
35
28
38
44
42
31
33
39
41
35
36
38
25
42
28
30
31
34
24
31
35
15
19
15
13
15
18
16
18
10
15
12
16
13
16
14
16
8
6
10
9
5
8
6
11
6
5
6
9
12
8
6
3
5
5
5
4
7
6
5
7
6
4
5
5
3
10
4
3
4
2
1
1
3
1
2
6
6
6
3
10
4
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2014 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Customer Service Rating
Q5c. Thinking of the most recent contact, how would you rate Whitehorse City Council for customer service? Please keep in mind we do not mean the actual outcome but rather the actual service that was received. Base: All respondents who have had contact with Council in the last 12 months. Councils asked state-wide: 64 Councils asked group: 14
43
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Council direction
Most satisfied with council direction
Least satisfied with council direction
• 68% stayed about the same, equal points on 2017
• 13% improved, equal points on 2017
• 11% deteriorated, equal points on 2017
• 3130/ 3151
• Aged 18-34 years
• Aged 50-64 years
• 3129/ 3128/ 3125/ 3127
44
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Overall Direction
55
54
54
52
52
52
51
51
51
51
47
44
3130/ 3151
Metro
18-34
35-49
3132/ 3131/ 3133
State-wide
Men
Whitehorse
65+
Women
3129/ 3128/ 3125/ 3127
50-64
54
54
56
48
51
53
50
51
51
51
48
45
46
55
59
43
54
51
49
50
46
50
48
48
n/a
56
n/a
n/a
n/a
53
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
59
53
n/a
53
50
53
49
56
n/a
47
n/a
n/a
61
45
n/a
53
52
54
55
55
n/a
52
n/a
n/a
n/a
n/a
n/a
52
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q6. Over the last 12 months, what is your view of the direction of Whitehorse City Council’s overall performance? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14Note: Please see page 6 for explanation about significant differences.
45
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
13
13
12
15
17
19
19
12
15
12
11
14
16
16
6
10
68
68
68
67
69
60
64
58
75
71
70
65
68
62
69
73
11
11
12
10
10
15
11
18
6
8
9
12
8
12
17
8
9
8
8
8
4
5
6
12
4
9
9
8
8
10
8
10
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2014 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Improved Stayed the same Deteriorated Can't say
2018 Overall Direction
Q6. Over the last 12 months, what is your view of the direction of Whitehorse City Council’s overall performance? Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
47
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Note: Website and text message formats again did not rate as highly as other modes of communication, although
further analysis is recommended to understand the demographic preference profiles of the various different forms of
communication.
Greatest change since
2017 • Newsletter sent via mail (+7)
Overall preferred forms of
communication
Preferred forms of
communication among
over 50s
Preferred forms of
communication among
under 50s
• Newsletter sent via mail (35%)
• Newsletter sent via email (31%)
• Newsletter sent via mail (38%)
• Newsletter sent via email (35%)
• Newsletter sent via mail (33%)
48
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
28 28
35
31
35
31
16
1011
1311
12
4
9
53
42
32
32
1 1
2012 2013 2014 2015 2016 2017 2018
2018 Best Form
Council
Newsletter
via Mail
Council
Newsletter
via Email
Text
Message
Council
Newsletter as
Local Paper
Insert
Advertising
in a Local
Newspaper
Can’t
Say
?Other
%
Council
Website
Q13. If Whitehorse City Council was going to get in touch with you to inform you about Council news and information and upcoming events, which ONE of the following is the BEST way to communicate with you?Base: All respondents. Councils asked state-wide: 26 Councils asked group: 6
49
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Under 50s Best Form
2726
33
36
38
35
13
7
10
8 8
10
6
14
6
45
2
4
233
1
2012 2013 2014 2015 2016 2017 2018
%
Council
Newsletter
via Mail
Council
Newsletter
via Email
Text
Message
Council
Newsletter as
Local Paper
Insert
Advertising
in a Local
Newspaper
?Council
WebsiteCan’t
Say
Other
Q13. If Whitehorse City Council was going to get in touch with you to inform you about Council news and information and upcoming events, which ONE of the following is the BEST way to communicate with you?Base: All respondents aged under 50. Councils asked state-wide: 26 Councils asked group: 6
50
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Over 50s Best Form
29
32
38
25
31
25
20
15
12
19
15 15
2 24
2 21
2 24
12 2
2012 2013 2014 2015 2016 2017 2018
%
Council
Newsletter as
Local Paper
Insert
Council
Newsletter
via Mail
Council
Newsletter
via Email
Text
Message
Advertising
in a Local
Newspaper
?Council
WebsiteCan’t
Say
Other
Q13. If Whitehorse City Council was going to get in touch with you to inform you about Council news and information and upcoming events, which ONE of the following is the BEST way to communicate with you?Base: All respondents aged over 50. Councils asked state-wide: 26 Councils asked group: 6
52
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Consultation and Engagement Importance
78
76
74
73
72
72
72
71
70
69
67
64
50-64
3130/ 3151
State-wide
65+
Women
Metro
35-49
Whitehorse
3129/ 3128/ 3125/ 3127
Men
3132/ 3131/ 3133
18-34
76
70
74
75
74
72
71
71
71
68
71
65
76
76
75
75
76
73
79
75
74
73
75
71
n/a
n/a
74
n/a
n/a
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
74
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘community consultation and engagement’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 6 Note: Please see page 6 for explanation about significant differences.
53
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
22
24
30
30
26
19
29
18
18
25
11
22
37
24
42
40
44
40
41
44
45
37
42
42
39
42
37
48
31
29
22
24
27
30
23
38
33
29
39
33
24
24
3
4
2
4
5
4
1
3
3
2
5
1
1
3
1
1
2
1
1
1
2
2
2
1
2
1
1
1
1
2
1
2
2
1
3
1
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Consultation and Engagement Importance
Q1. Firstly, how important should ‘community consultation and engagement’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 6
54
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Consultation and Engagement Performance
60
59
58
58
57
57
57
56
56
56
56
55
3132/ 3131/ 3133
Men
18-34
65+
Whitehorse
Metro
35-49
3129/ 3128/ 3125/ 3127
50-64
Women
3130/ 3151
State-wide
57
56
64
54
57
57
54
56
53
58
58
55
62
55
60
55
56
58
54
52
56
58
55
54
n/a
n/a
n/a
n/a
n/a
58
n/a
n/a
n/a
n/a
n/a
56
n/a
61
64
65
63
n/a
64
n/a
56
64
n/a
57
n/a
58
59
63
61
n/a
62
n/a
59
63
n/a
57
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
57
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘community consultation and engagement’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14 Note: Please see page 6 for explanation about significant differences.
55
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
8
5
4
9
8
8
9
8
8
8
7
8
6
10
6
8
26
31
32
40
36
30
29
26
25
28
31
22
27
23
29
26
36
34
34
27
36
32
32
35
36
38
40
33
45
29
35
33
11
9
12
8
7
15
13
13
11
9
10
12
5
18
13
9
3
5
3
3
3
7
5
3
6
1
2
4
3
1
4
5
16
15
15
13
11
9
11
15
16
17
11
21
14
19
13
18
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2014 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Consultation and Engagement Performance
Q2. How has Council performed on ‘community consultation and engagement’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
56
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Lobbying Importance
69
69
68
67
66
64
64
64
63
63
62
60
3130/ 3151
Women
State-wide
50-64
Metro
Whitehorse
65+
35-49
18-34
3132/ 3131/ 3133
3129/ 3128/ 3125/ 3127
Men
67
67
69
66
67
64
64
63
64
62
65
60
71
71
69
64
68
68
65
70
72
67
67
65
n/a
n/a
69
n/a
67
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘lobbying on behalf of the community’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 7 Note: Please see page 6 for explanation about significant differences.
57
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
18
16
22
23
21
16
23
16
14
22
18
16
25
16
36
38
38
37
36
31
39
38
34
38
34
40
33
37
30
32
30
27
29
34
29
28
32
29
34
27
30
27
10
10
7
8
9
13
6
12
14
7
10
11
12
9
3
3
1
2
3
3
2
4
5
2
3
4
1
3
2
1
2
2
2
3
1
2
2
2
1
7
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Lobbying Importance
Q1. Firstly, how important should ‘lobbying on behalf of the community’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 7
58
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Lobbying Performance
58
58
58
58
56
56
56
55
55
55
54
53
65+
Men
3132/ 3131/ 3133
18-34
Whitehorse
Metro
3130/ 3151
3129/ 3128/ 3125/ 3127
35-49
Women
State-wide
50-64
52
56
56
63
56
56
57
55
50
55
54
54
59
55
59
59
57
56
56
55
53
59
53
55
n/a
n/a
n/a
n/a
n/a
58
n/a
n/a
n/a
n/a
55
n/a
62
58
n/a
65
60
n/a
n/a
n/a
59
62
56
52
59
55
n/a
59
56
n/a
n/a
n/a
55
58
55
51
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
55
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘lobbying on behalf of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14 Note: Please see page 6 for explanation about significant differences.
59
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
4
3
4
5
5
5
5
5
6
3
5
4
6
3
4
5
20
26
25
30
25
24
24
21
17
21
22
18
21
15
20
23
34
30
26
33
33
32
31
32
33
35
34
33
39
36
31
26
8
10
9
5
8
13
10
9
8
6
6
9
8
4
12
7
2
3
3
2
3
5
4
4
2
2
2
1
3
3
2
32
29
33
25
25
20
26
29
34
34
31
34
24
40
30
37
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2014 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Lobbying Performance
Q2. How has Council performed on ‘lobbying on behalf of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
60
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Community Decisions Made Importance
83
82
81
80
80
79
79
79
78
78
77
76
50-64
Women
3129/ 3128/ 3125/ 3127
35-49
State-wide
Metro
Whitehorse
3130/ 3151
65+
3132/ 3131/ 3133
18-34
Men
83
79
78
78
79
79
78
78
77
78
75
76
79
79
77
81
80
79
78
80
77
79
77
77
n/a
n/a
n/a
n/a
80
80
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
79
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘decisions made in the interest of the community’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 15 Councils asked group: 6 Note: Please see page 6 for explanation about significant differences.
61
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
36
32
35
39
38
40
34
34
30
42
30
40
47
33
45
48
44
42
42
42
50
43
47
42
48
41
39
48
17
17
15
15
16
17
13
21
21
14
22
19
11
14
1
1
2
2
2
2
1
1
1
3
2
1
1
1
1
1
1
1
2
2
2
1
1
1
1
1
1
3
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Community Decisions Made Importance
Q1. Firstly, how important should ‘decisions made in the interest of the community’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 15 Councils asked group: 6
62
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Community Decisions Made Performance
63
61
60
59
58
58
57
56
55
55
54
52
18-34
Men
3132/ 3131/ 3133
65+
Whitehorse
Metro
3130/ 3151
3129/ 3128/ 3125/ 3127
Women
35-49
State-wide
50-64
66
58
61
55
59
58
62
54
59
56
54
54
62
55
63
56
57
59
55
51
58
53
54
52
n/a
n/a
n/a
n/a
n/a
59
n/a
n/a
n/a
n/a
55
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
57
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘decisions made in the interest of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14 Note: Please see page 6 for explanation about significant differences.
63
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
8
7
6
6
8
8
8
6
9
6
10
7
6
7
30
34
29
30
32
28
25
35
33
26
36
23
26
30
31
30
32
34
32
33
33
27
30
31
29
27
32
35
11
10
8
14
10
12
8
11
6
15
10
14
13
7
4
4
6
7
5
6
5
1
5
3
1
4
9
4
17
16
18
9
13
13
20
19
17
18
13
25
14
18
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Community Decisions Made Performance
Q2. How has Council performed on ‘decisions made in the interest of the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
64
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Sealed Local Roads Importance
80
78
78
78
78
77
76
76
75
75
75
74
State-wide
50-64
Women
3132/ 3131/ 3133
Metro
65+
Whitehorse
18-34
3130/ 3151
3129/ 3128/ 3125/ 3127
35-49
Men
78
81
78
77
77
76
76
75
76
76
75
74
78
73
76
74
76
76
76
73
77
77
80
75
76
n/a
n/a
n/a
75
n/a
n/a
n/a
n/a
n/a
n/a
n/a
77
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘the condition of sealed local roads in your area’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 17 Councils asked group: 7 Note: Please see page 6 for explanation about significant differences.
65
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
31
30
28
38
33
30
29
33
31
31
40
25
32
25
43
47
50
44
46
40
43
46
37
49
27
49
49
55
23
20
19
15
18
29
24
17
30
17
32
23
17
16
1
2
2
2
2
2
2
2
1
2
1
1
1
1
1
1
1
2
1
1
2
1
2
2
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Sealed Local Roads Importance
Q1. Firstly, how important should ‘the condition of sealed local roads in your area’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 17 Councils asked group: 7
66
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Sealed Local Roads Performance
73
73
72
72
71
70
70
68
67
67
66
53
Men
3129/ 3128/ 3125/ 3127
50-64
18-34
3132/ 3131/ 3133
Whitehorse
65+
Metro
Women
35-49
3130/ 3151
State-wide
72
74
73
74
72
73
70
66
73
73
71
53
74
73
72
77
75
73
72
67
73
71
72
54
n/a
n/a
n/a
n/a
n/a
n/a
n/a
69
n/a
n/a
n/a
55
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
55
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘the condition of sealed local roads in your area’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14 Note: Please see page 6 for explanation about significant differences.
67
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
27
27
26
11
20
30
18
31
34
20
32
21
29
25
40
43
47
31
44
39
42
38
38
41
39
40
37
42
22
21
20
28
23
22
25
19
18
25
17
27
25
20
7
5
4
17
8
7
8
7
6
8
7
8
8
7
3
2
1
12
4
4
5
3
3
5
3
4
1
2
2
1
1
1
1
2
1
1
2
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Sealed Local Roads Performance
Q2. How has Council performed on ‘the condition of sealed local roads in your area’ over the last 12 months?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
68
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Informing Community Importance
75
74
74
73
73
72
72
71
71
71
71
69
State-wide
Women
3130/ 3151
Metro
65+
50-64
Whitehorse
35-49
3132/ 3131/ 3133
3129/ 3128/ 3125/ 3127
18-34
Men
74
75
72
73
73
76
71
68
72
70
70
68
76
79
75
74
75
77
74
70
74
74
76
70
75
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
75
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
75
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
75
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘informing the community’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
69
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
26
23
29
32
29
27
31
21
21
31
29
23
27
25
42
47
46
41
41
36
42
47
42
42
38
41
42
48
25
24
18
22
24
29
20
25
28
22
23
32
24
21
5
6
5
4
5
4
7
4
6
4
7
1
7
5
2
1
1
1
1
2
1
2
2
1
3
1
1
1
1
1
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Informing Community Importance
Q1. Firstly, how important should ‘informing the community’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 8
70
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Informing Community Performance
64
63
63
62
62
62
61
61
61
61
60
59
18-34
3132/ 3131/ 3133
Women
65+
Whitehorse
3130/ 3151
Men
35-49
3129/ 3128/ 3125/ 3127
Metro
50-64
State-wide
60
63
63
63
61
61
58
62
59
61
58
59
66
67
62
60
61
59
60
56
57
63
60
59
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
64
n/a
61
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
62
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
61
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
60
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘informing the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 28 Councils asked group: 9 Note: Please see page 6 for explanation about significant differences.
71
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
13
11
10
11
12
10
11
16
11
14
13
14
12
12
38
37
40
36
37
39
39
35
36
40
39
36
38
39
32
34
32
31
31
30
34
32
38
27
34
33
28
31
11
10
10
13
12
14
8
11
10
12
8
16
14
7
3
4
3
5
4
2
4
3
2
3
1
1
4
5
3
5
5
3
3
4
4
3
3
4
5
3
6
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Informing Community Performance
Q2. How has Council performed on ‘informing the community’ over the last 12 months?Base: All respondents. Councils asked state-wide: 28 Councils asked group: 9
72
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Law Enforcement Importance
74
73
73
73
73
72
72
71
71
69
68
68
Women
50-64
3129/ 3128/ 3125/ 3127
Metro
3130/ 3151
18-34
65+
Whitehorse
State-wide
3132/ 3131/ 3133
Men
35-49
74
70
73
72
69
72
75
72
71
72
69
69
75
74
74
71
73
75
71
72
70
71
70
71
n/a
n/a
n/a
72
n/a
n/a
n/a
n/a
71
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
n/a
n/a
n/a
75
72
n/a
n/a
n/a
71
76
71
71
n/a
67
66
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘enforcement of local laws’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
73
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
24
25
26
24
27
30
24
27
21
20
27
33
12
26
22
43
43
44
42
37
39
45
43
41
39
46
31
51
46
48
28
25
22
27
27
24
29
24
31
35
23
30
34
23
24
5
6
5
6
6
6
2
6
6
5
4
7
1
5
4
1
1
2
1
1
1
1
1
1
1
1
1
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Law Enforcement Importance
Q1. Firstly, how important should ‘enforcement of local laws’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 8
74
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Law Enforcement Performance
69
68
66
65
65
65
65
64
64
63
62
62
18-34
3132/ 3131/ 3133
65+
Men
Whitehorse
Women
3129/ 3128/ 3125/ 3127
Metro
State-wide
3130/ 3151
35-49
50-64
70
67
60
64
65
65
66
64
64
59
62
65
71
65
64
64
65
65
64
64
63
65
56
66
n/a
n/a
n/a
n/a
n/a
n/a
n/a
66
66
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
66
n/a
n/a
n/a
69
n/a
68
65
66
68
n/a
n/a
65
n/a
63
64
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
65
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘enforcement of local laws’ over the last 12 months?Base: All respondents. Councils asked state-wide: 30 Councils asked group: 9 Note: Please see page 6 for explanation about significant differences.
75
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
11
14
12
11
12
12
11
10
13
11
12
13
8
9
14
41
38
33
43
39
39
43
35
44
43
39
54
38
35
32
23
21
25
23
25
24
25
23
20
22
23
18
22
28
25
6
9
5
6
8
7
7
9
4
5
7
6
5
7
7
3
3
3
2
3
4
2
2
3
4
2
2
5
4
1
16
14
22
15
12
14
11
21
16
15
17
7
21
18
21
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Law Enforcement Performance
Q2. How has Council performed on ‘enforcement of local laws’ over the last 12 months?Base: All respondents. Councils asked state-wide: 30 Councils asked group: 9
76
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Family Support Importance
78
77
75
75
74
74
74
74
73
72
72
70
Women
18-34
3129/ 3128/ 3125/ 3127
Metro
Whitehorse
3132/ 3131/ 3133
65+
State-wide
3130/ 3151
50-64
35-49
Men
78
81
75
73
75
74
72
73
77
73
71
72
78
77
73
73
73
76
70
73
71
74
73
69
n/a
n/a
n/a
72
n/a
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
72
n/a
n/a
n/a
n/a
75
67
n/a
n/a
69
n/a
74
73
n/a
71
68
63
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘family support services’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 7 Note: Please see page 6 for explanation about significant differences.
77
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
28
30
27
19
30
32
28
25
30
20
35
31
29
27
24
42
44
45
49
40
40
46
41
39
44
41
48
32
42
46
25
20
20
24
23
22
23
29
24
30
20
20
34
27
21
3
4
3
4
5
4
1
3
5
5
2
2
3
5
3
1
2
3
1
1
1
2
1
3
2
2
2
2
2
2
1
2
3
5
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Family Support Importance
Q1. Firstly, how important should ‘family support services’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 7
78
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Family Support Performance
72
71
71
70
70
69
69
68
67
66
66
65
3132/ 3131/ 3133
Women
3130/ 3151
35-49
65+
18-34
Whitehorse
Metro
Men
State-wide
50-64
3129/ 3128/ 3125/ 3127
73
73
74
69
70
75
72
68
70
67
70
69
71
71
66
70
73
67
69
69
68
66
66
70
n/a
n/a
n/a
n/a
n/a
n/a
n/a
68
n/a
67
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
68
n/a
n/a
n/a
73
n/a
73
74
72
71
n/a
69
67
67
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
67
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘family support services’ over the last 12 months?Base: All respondents. Councils asked state-wide: 30 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
79
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
13
13
10
11
11
10
13
12
13
12
14
19
10
12
8
25
30
34
41
31
29
23
25
26
24
25
17
34
25
24
20
17
17
16
21
20
27
20
13
25
15
27
14
23
14
2
2
2
2
4
3
3
1
1
1
3
1
1
2
2
1
1
2
1
2
2
2
1
2
1
3
40
38
36
30
32
37
33
41
45
37
43
33
40
36
52
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Family Support Performance
Q2. How has Council performed on ‘family support services’ over the last 12 months?Base: All respondents. Councils asked state-wide: 30 Councils asked group: 8
80
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Elderly Support Importance
81
81
79
79
78
78
78
78
78
77
76
75
65+
Women
State-wide
Metro
3132/ 3131/ 3133
Whitehorse
3129/ 3128/ 3125/ 3127
50-64
3130/ 3151
18-34
35-49
Men
79
82
78
77
81
79
77
81
79
78
78
76
79
82
78
78
79
79
80
81
77
79
77
74
n/a
n/a
79
78
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
79
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
79
81
79
n/a
n/a
77
n/a
80
n/a
75
74
72
n/a
n/a
80
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘elderly support services’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 21 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
81
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
33
37
33
31
38
36
33
34
33
27
38
31
30
35
37
47
43
49
48
43
44
47
45
48
47
47
49
44
43
50
17
18
13
17
16
16
15
19
18
24
12
17
22
19
12
1
1
2
4
2
2
1
1
1
1
1
2
1
1
1
1
1
1
1
1
1
3
1
1
2
1
1
2
1
3
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Elderly Support Importance
Q1. Firstly, how important should ‘elderly support services’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 21 Councils asked group: 8
82
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Elderly Support Performance
73
73
73
71
70
70
70
70
68
68
67
66
65+
3132/ 3131/ 3133
35-49
Women
Whitehorse
Men
3130/ 3151
18-34
3129/ 3128/ 3125/ 3127
State-wide
Metro
50-64
73
71
66
68
69
70
70
68
66
68
67
67
75
73
60
73
70
67
70
70
68
68
69
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
69
69
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
n/a
n/a
77
n/a
68
74
72
69
n/a
71
n/a
69
n/a
69
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
69
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘elderly support services’ over the last 12 months?Base: All respondents. Councils asked state-wide: 32 Councils asked group: 9 Note: Please see page 6 for explanation about significant differences.
83
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
13
14
13
13
14
10
12
12
15
11
15
11
10
11
22
29
25
27
33
32
27
29
29
28
32
26
30
25
31
29
17
18
16
17
19
18
21
15
15
19
15
20
11
21
16
2
4
3
2
5
4
2
2
2
2
2
1
4
4
1
1
1
1
2
1
1
2
2
1
2
1
38
39
40
34
29
40
35
40
40
36
40
38
53
31
28
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Elderly Support Performance
Q2. How has Council performed on ‘elderly support services’ over the last 12 months?Base: All respondents. Councils asked state-wide: 32 Councils asked group: 9
84
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Recreational Facilities Importance
76
74
74
73
73
73
72
72
72
71
70
69
50-64
3129/ 3128/ 3125/ 3127
3130/ 3151
35-49
State-wide
Metro
Women
Whitehorse
Men
18-34
65+
3132/ 3131/ 3133
75
72
72
74
72
73
72
72
72
68
73
73
76
71
76
77
73
73
77
75
72
75
71
77
n/a
n/a
n/a
n/a
72
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
74
n/a
n/a
71
72
n/a
75
71
66
68
71
n/a
n/a
n/a
n/a
n/a
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘recreational facilities’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 26 Councils asked group: 9 Note: Please see page 6 for explanation about significant differences.
85
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
20
22
29
21
25
23
19
23
19
22
19
22
19
26
16
50
47
45
45
46
48
56
50
45
48
53
42
55
53
55
26
28
23
29
25
25
21
24
32
27
26
33
26
19
23
1
2
3
4
3
3
1
2
1
2
1
2
5
1
1
1
2
1
1
2
1
1
1
1
1
1
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Recreational Facilities Importance
Q1. Firstly, how important should ‘recreational facilities’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 26 Councils asked group: 9
86
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Recreational Facilities Performance
79
78
78
77
76
76
75
75
74
74
72
69
3132/ 3131/ 3133
65+
Men
3130/ 3151
50-64
Whitehorse
35-49
18-34
Women
Metro
3129/ 3128/ 3125/ 3127
State-wide
75
78
75
74
79
76
79
70
76
73
78
70
78
80
74
73
76
75
71
76
77
73
75
69
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
74
n/a
70
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
n/a
79
73
n/a
74
74
72
74
75
n/a
n/a
70
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘recreational facilities’ over the last 12 months?Base: All respondents. Councils asked state-wide: 36 Councils asked group: 10 Note: Please see page 6 for explanation about significant differences.
87
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
26
27
27
25
22
26
21
28
29
25
26
22
30
27
25
47
49
46
49
42
45
47
44
50
55
40
49
43
49
48
17
16
17
20
22
20
23
17
13
13
21
20
18
19
12
1
4
3
2
7
4
3
2
1
2
1
1
2
1
1
1
1
3
1
1
1
1
3
7
5
6
4
4
5
5
10
7
6
9
7
5
4
13
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Recreational Facilities Performance
Q2. How has Council performed on ‘recreational facilities’ over the last 12 months?Base: All respondents. Councils asked state-wide: 36 Councils asked group: 10
88
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Public Areas Importance
77
74
74
74
74
73
72
71
71
70
70
69
50-64
3129/ 3128/ 3125/ 3127
State-wide
Metro
Women
65+
Whitehorse
35-49
3132/ 3131/ 3133
3130/ 3151
Men
18-34
75
74
74
75
74
77
75
74
76
73
76
73
74
74
74
74
76
74
74
74
72
75
71
72
n/a
n/a
73
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
77
n/a
74
n/a
75
75
73
73
n/a
n/a
71
69
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘the appearance of public areas’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 26 Councils asked group: 9 Note: Please see page 6 for explanation about significant differences.
89
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
22
26
25
24
26
25
25
20
21
18
26
21
18
29
23
45
49
47
47
46
48
47
44
43
45
44
36
47
49
51
31
23
26
26
24
24
27
33
34
35
28
40
36
21
24
2
2
2
3
2
2
2
3
2
1
3
1
2
1
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Public Areas Importance
Q1. Firstly, how important should ‘the appearance of public areas’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 26 Councils asked group: 9
90
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Public Areas Performance
75
75
74
74
73
73
73
73
72
71
71
71
3132/ 3131/ 3133
Men
18-34
65+
Whitehorse
50-64
3129/ 3128/ 3125/ 3127
Metro
Women
35-49
State-wide
3130/ 3151
78
76
79
74
77
73
76
72
78
79
71
76
80
73
76
74
74
75
72
72
74
70
71
69
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
n/a
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
72
n/a
n/a
73
76
77
74
70
n/a
n/a
74
72
71
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘the appearance of public areas’ over the last 12 months?Base: All respondents. Councils asked state-wide: 35 Councils asked group: 10 Note: Please see page 6 for explanation about significant differences.
91
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
22
32
27
25
24
24
26
17
24
21
24
21
16
26
29
52
47
47
50
45
49
49
52
54
59
45
57
59
47
41
21
17
20
19
21
20
18
24
21
17
24
21
19
20
23
3
3
3
4
6
5
4
5
1
2
4
1
4
4
4
1
1
1
2
2
2
1
1
1
1
2
1
1
1
1
1
1
1
1
2
2
2
3
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Public Areas Performance
Q2. How has Council performed on ‘the appearance of public areas’ over the last 12 months?Base: All respondents. Councils asked state-wide: 35 Councils asked group: 10
92
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Art Centres & Libraries Importance
74
71
70
70
69
69
67
67
67
65
65
63
Women
3129/ 3128/ 3125/ 3127
65+
3130/ 3151
18-34
Whitehorse
Metro
50-64
35-49
3132/ 3131/ 3133
State-wide
Men
70
68
68
66
65
66
67
66
67
65
64
62
74
68
68
69
71
69
68
67
68
69
66
64
n/a
n/a
n/a
n/a
n/a
n/a
69
n/a
n/a
n/a
65
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
66
n/a
68
n/a
71
n/a
62
66
n/a
72
62
n/a
66
64
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
66
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘art centres and libraries’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 17 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
93
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
20
13
21
17
16
18
22
18
20
13
27
22
14
25
20
43
47
46
41
39
42
45
48
36
39
46
42
47
30
48
29
30
21
32
34
31
26
30
30
36
22
26
36
36
20
7
8
10
7
9
7
4
3
11
9
4
10
3
7
6
1
1
2
2
2
1
1
1
2
2
1
2
2
1
1
1
1
1
1
1
1
1
3
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Art Centres & Libraries Importance
Q1. Firstly, how important should ‘art centres and libraries’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 17 Councils asked group: 8
94
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Art Centres & Libraries Performance
81
79
79
78
78
77
76
75
75
75
74
74
65+
3132/ 3131/ 3133
Women
18-34
3130/ 3151
Whitehorse
Men
Metro
35-49
3129/ 3128/ 3125/ 3127
State-wide
50-64
80
82
78
78
75
79
79
75
79
78
73
78
78
77
77
73
71
74
71
74
72
74
72
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
75
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
75
n/a
81
n/a
79
78
n/a
77
75
n/a
72
n/a
73
78
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘art centres and libraries’ over the last 12 months?Base: All respondents. Councils asked state-wide: 23 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
95
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
28
30
24
28
25
26
26
29
29
22
33
29
23
22
36
42
47
42
42
42
41
44
40
42
44
40
45
48
42
32
15
12
20
18
18
19
18
15
12
16
14
16
14
17
13
2
2
2
1
4
3
3
1
1
2
2
3
4
1
1
1
1
1
1
1
1
13
10
11
10
10
10
8
15
16
16
11
10
11
15
18
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Art Centres & Libraries Performance
Q2. How has Council performed on ‘art centres and libraries’ over the last 12 months?Base: All respondents. Councils asked state-wide: 23 Councils asked group: 8
96
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Community Activities Importance
64
64
61
61
61
60
60
60
60
59
56
54
18-34
Women
3130/ 3151
Metro
State-wide
50-64
Whitehorse
65+
3132/ 3131/ 3133
3129/ 3128/ 3125/ 3127
Men
35-49
60
63
59
61
61
57
59
58
58
61
55
62
66
66
65
62
62
66
62
61
62
61
58
58
n/a
n/a
n/a
62
62
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
62
n/a
n/a
n/a
n/a
n/a
n/a
n/a
60
63
n/a
n/a
62
61
60
63
n/a
n/a
56
56
n/a
n/a
n/a
n/a
62
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘community and cultural activities’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
97
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
12
8
12
10
12
12
10
12
12
8
15
19
3
13
10
30
37
37
36
34
34
31
33
27
27
33
32
27
26
35
45
40
41
40
40
41
44
42
48
47
43
37
55
50
42
11
11
7
10
10
11
13
12
10
15
8
10
14
9
12
1
2
2
3
2
2
2
1
2
3
2
1
1
1
1
1
1
1
1
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Community Activities Importance
Q1. Firstly, how important should ‘community and cultural activities’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 20 Councils asked group: 8
98
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Community Activities Performance
78
78
77
76
75
75
74
74
73
73
70
69
Women
35-49
3132/ 3131/ 3133
3130/ 3151
Whitehorse
50-64
18-34
65+
3129/ 3128/ 3125/ 3127
Men
Metro
State-wide
76
75
75
74
74
74
74
74
74
73
70
69
76
71
73
74
73
76
74
72
72
70
71
69
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
69
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
70
74
72
n/a
n/a
72
72
66
79
n/a
69
n/a
69
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
68
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘community and cultural activities’ over the last 12 months?Base: All respondents. Councils asked state-wide: 23 Councils asked group: 8 Note: Please see page 6 for explanation about significant differences.
99
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
24
22
20
19
17
18
19
28
27
17
31
22
27
24
24
45
45
44
44
42
42
48
39
46
49
41
50
45
46
37
20
17
18
23
25
24
21
19
19
24
16
22
16
20
20
1
3
3
3
5
4
2
1
2
1
2
2
1
1
2
1
1
1
10
12
14
9
9
11
9
12
8
10
9
5
11
8
16
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Community Activities Performance
Q2. How has Council performed on ‘community and cultural activities’ over the last 12 months?Base: All respondents. Councils asked state-wide: 23 Councils asked group: 8
100
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Waste Management Importance
85
85
85
85
84
84
84
84
83
83
82
81
65+
50-64
35-49
Women
3132/ 3131/ 3133
Whitehorse
3129/ 3128/ 3125/ 3127
3130/ 3151
Metro
Men
18-34
State-wide
83
81
78
82
80
81
81
82
81
80
81
79
82
81
82
83
81
81
80
83
82
79
80
80
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
81
n/a
n/a
79
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
79
82
86
80
82
n/a
80
n/a
n/a
n/a
78
76
79
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
78
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘waste management’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 26 Councils asked group: 9 Note: Please see page 6 for explanation about significant differences.
101
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
46
40
38
38
42
46
46
42
48
45
46
43
45
48
48
44
44
50
46
43
42
42
51
42
44
45
42
48
43
44
10
15
11
14
13
11
11
7
10
11
8
15
7
9
6
1
1
1
1
1
1
1
1
1
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Waste Management Importance
Q1. Firstly, how important should ‘waste management’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 26 Councils asked group: 9
102
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Waste Management Performance
81
79
78
77
77
77
77
76
76
75
75
70
65+
3132/ 3131/ 3133
Men
Whitehorse
50-64
3129/ 3128/ 3125/ 3127
35-49
Women
3130/ 3151
18-34
Metro
State-wide
78
78
78
77
75
75
80
77
79
76
75
71
77
76
75
74
72
74
69
74
72
76
76
70
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
77
72
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
72
n/a
74
71
65
n/a
70
69
n/a
77
n/a
71
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
72
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘waste management’ over the last 12 months?Base: All respondents. Councils asked state-wide: 36 Councils asked group: 10 Note: Please see page 6 for explanation about significant differences.
103
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
32
34
29
28
24
29
33
29
34
35
30
31
26
35
39
49
44
44
43
45
48
47
51
48
46
51
46
58
45
46
14
16
21
16
18
16
12
13
17
16
13
19
11
16
10
2
4
5
8
7
4
4
2
1
1
4
3
4
3
1
1
1
3
3
2
1
3
1
2
1
3
1
1
1
2
1
2
1
2
2
2
3
2
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Waste Management Performance
Q2. How has Council performed on ‘waste management’ over the last 12 months?Base: All respondents. Councils asked state-wide: 36 Councils asked group: 10
104
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Planning & Building Permits Importance
81
80
79
77
77
77
77
77
74
74
73
71
50-64
Women
65+
35-49
3132/ 3131/ 3133
Whitehorse
3129/ 3128/ 3125/ 3127
3130/ 3151
Metro
Men
18-34
State-wide
84
78
79
75
72
76
77
81
76
73
69
72
80
78
79
80
75
76
79
74
74
74
70
71
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
74
n/a
n/a
71
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘planning and building permits’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 18 Councils asked group: 5 Note: Please see page 6 for explanation about significant differences.
105
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
35
35
33
26
32
38
36
33
32
38
28
33
46
40
40
38
41
39
38
38
37
45
39
41
43
44
34
37
18
21
20
25
22
15
22
18
20
16
22
21
18
10
4
3
2
6
5
7
3
1
6
2
5
1
3
5
1
1
1
2
1
1
2
2
2
1
2
2
2
2
2
2
3
1
1
3
1
7
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Planning & Building Permits Importance
Q1. Firstly, how important should ‘planning and building permits’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 18 Councils asked group: 5
106
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Planning & Building Permits Performance
55
53
52
52
51
51
50
50
49
48
46
43
18-34
3132/ 3131/ 3133
State-wide
65+
Men
Metro
3130/ 3151
Whitehorse
Women
50-64
3129/ 3128/ 3125/ 3127
35-49
57
54
51
45
53
49
51
50
47
51
46
46
59
55
50
51
52
50
54
50
48
48
42
39
n/a
n/a
54
n/a
n/a
53
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
53
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
55
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
54
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘planning and building permits’ over the last 12 months?Base: All respondents. Councils asked state-wide: 24 Councils asked group: 6 Note: Please see page 6 for explanation about significant differences.
107
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
5
6
5
5
5
4
6
6
5
6
5
1
7
8
23
25
25
24
25
24
23
23
25
22
32
19
21
18
28
23
22
27
27
27
26
32
26
31
31
30
25
27
16
16
17
13
14
17
19
12
17
14
14
19
18
12
9
10
9
8
9
14
8
6
7
11
4
14
12
8
18
20
23
23
21
14
18
22
20
16
14
16
17
26
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Planning & Building Permits Performance
Q2. How has Council performed on ‘planning and building permits’ over the last 12 months?Base: All respondents. Councils asked state-wide: 24 Councils asked group: 6
108
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Environmental Sustainability Importance
79
79
74
74
74
74
74
73
73
72
68
68
18-34
Women
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
Whitehorse
65+
State-wide
3132/ 3131/ 3133
50-64
Men
35-49
79
76
73
73
74
73
70
72
73
70
69
70
79
79
74
71
73
74
72
73
76
75
68
69
n/a
n/a
74
n/a
n/a
n/a
n/a
73
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
73
n/a
n/a
n/a
n/a
75
75
n/a
n/a
n/a
71
71
72
n/a
75
67
64
n/a
n/a
n/a
n/a
n/a
n/a
n/a
71
n/a
n/a
n/a
n/a
2017 2016 2015 2014 2013 2012
Q1. Firstly, how important should ‘environmental sustainability’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 19 Councils asked group: 9 Note: Please see page 6 for explanation about significant differences.
109
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
30
30
31
25
31
32
32
33
26
25
35
39
22
31
27
40
42
42
44
39
40
38
35
47
34
46
39
40
36
46
23
20
19
24
23
22
22
26
21
30
16
19
29
23
22
4
6
5
4
5
4
3
5
5
7
2
1
7
7
3
1
2
2
2
2
2
2
1
1
2
3
2
1
1
1
1
1
2
1
2
1
2
1
1
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%Extremely important Very important Fairly important Not that important Not at all important Can't say
2018 Environmental Sustainability Importance
Q1. Firstly, how important should ‘environmental sustainability’ be as a responsibility for Council?Base: All respondents. Councils asked state-wide: 19 Councils asked group: 9
110
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
2018 Environmental Sustainability Performance
68
68
66
66
65
65
65
64
64
64
64
63
3132/ 3131/ 3133
65+
35-49
Women
Whitehorse
50-64
Men
3129/ 3128/ 3125/ 3127
Metro
3130/ 3151
18-34
State-wide
70
67
66
66
68
66
71
66
64
70
72
64
67
66
62
66
64
67
63
62
64
63
64
63
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
65
n/a
n/a
64
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
64
n/a
69
66
66
66
66
67
n/a
n/a
n/a
65
64
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
64
2017 2016 2015 2014 2013 2012
Q2. How has Council performed on ‘environmental sustainability’ over the last 12 months?Base: All respondents. Councils asked state-wide: 24 Councils asked group: 10 Note: Please see page 6 for explanation about significant differences.
111
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
11
13
13
12
10
10
12
8
12
8
13
7
11
12
15
41
41
35
42
37
38
32
48
45
42
41
46
42
38
36
26
20
29
29
30
28
35
16
24
27
24
28
19
31
25
4
5
6
5
8
7
6
5
2
6
3
5
4
5
2
3
1
3
1
2
2
1
7
2
1
5
3
4
2
3
15
19
15
11
12
14
13
17
16
16
14
12
19
12
18
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% Very good Good Average Poor Very poor Can't say
2018 Environmental Sustainability Performance
Q2. How has Council performed on ‘environmental sustainability’ over the last 12 months?Base: All respondents. Councils asked state-wide: 24 Councils asked group: 10
2J00643 Community Satisfaction Survey 2018 – Whitehorse City Council
51
48
49
56
62
42
54
43
57
54
30
31
33
27
25
35
29
40
26
26
18
20
18
17
13
23
17
18
18
20
Whitehorse
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
%MAINTAIN & IMPROVE SERVICE LEVELS WITH A CPI INCREASE IN RATES
REDUCE SERVICE LEVELS WITH WITH NO INCREASE IN RATES
DON'T KNOW / CAN'T SAY
Rate and Service Trade-Off
WH1. Over the last few years, the State Government has implemented legislation that caps council rate increases at CPI. Council believes that to maintain or improve current levels of local services, it would need to increase rates by the CPI amount. With this in mind, would you prefer council to maintain and improve current service levels by implementing a CPI increase to council rates OR hold rates with no increase at their current level but with reduced service levels?Base: All respondents.
113
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Please note that for the reason of simplifying reporting, interlocking age and gender reporting has not
been included in this report. Interlocking age and gender analysis is still available in the dashboard
and data tables provided alongside this report.
48%52%
Men
Women
10%
23%
25%
18%
24%
18-24
25-34
35-49
50-64
65+
Gender Age
S3. [Record gender] / S4. To which of the following age groups do you belong?Base: All respondents. Councils asked state-wide: 64 Councils asked group: 14
114
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
13
9
2
3
21
28
18
5
Single person living alone
Single living with friends or housemates
Single living with children 16 or under
Single with children but none 16 or under living athome
Married or living with partner, no children
Married or living with partner with children 16 orunder at home
Married or living with partner with children but none16 or under at home
Do not wish to answer
2018 Household Structure
%
S6. Which of the following BEST describes your household? Base: All respondents. Councils asked state-wide: 9 Councils asked group: 6
115
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
13
18
12
9
14
18
15
13
73
64
74
78
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
2013 Whitehorse
% 0-5 years 5-10 years 10+ years Can't say
2018 Years Lived in Area
S5. How long have you lived in this area?/How long have you owned a property in this area?Base: All respondents. Councils asked state-wide: 12 Councils asked group: 4
116
J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
13
18
12
12
15
20
10
9
19
7
26
11
5
3
14
18
15
15
15
17
14
11
15
13
22
16
4
7
25
22
31
23
23
19
23
32
21
29
24
31
29
17
23
20
19
21
22
28
23
19
22
24
23
26
33
13
25
21
24
29
26
16
30
30
24
27
5
15
29
60
2018 Whitehorse
2017 Whitehorse
2016 Whitehorse
State-wide
Metro
3129/ 3128/ 3125/ 3127
3130/ 3151
3132/ 3131/ 3133
Men
Women
18-34
35-49
50-64
65+
% 0-5 years 5-10 years 10-20 years 20-30 years 30+ years Can't say
2018 Years Lived in Area
S5. How long have you lived in this area?/How long have you owned a property in this area?Base: All respondents. Councils asked state-wide: 12 Councils asked group: 4 Note: For 2016, the code frame expanded out “10+ years”, to include “10-20 years”,”20-30 years” and “30+ years”. As such, this chart presents the last three years of data only.
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
78
22
11
2
1
1
1
1
1
5
English only
Languages other than English
CHINESE
ITALIAN
FRENCH
GERMAN
GREEK
HINDI
JAPANESE
OTHER
2018 Languages Spoken
%
73
27
6
5
2
1
1
1
1
9
Australia
Countries other than Australia
CHINA
UNITED KINGDOM
INDIA
OTHER ASIAN
HUNGARY
CANADA
NEW ZEALAND
OTHER
2018 Countries of Birth
%
Q11. What languages, other than English, are spoken regularly in your home?Base: All respondents. Councils asked state-wide: 4 Councils asked group: 4 Note: Respondents could name multiple languages so responses may add to more than 100%Q12. Could you please tell me which country you were born in?Base: All respondents. Councils asked state-wide: 3 Councils asked group: 3
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
The survey was revised in 2012. As a result:
➢ The survey is now conducted as a representative
random probability survey of residents aged 18
years or over in local councils, whereas previously
it was conducted as a ‘head of household’ survey.
➢ As part of the change to a representative resident
survey, results are now weighted post survey to
the known population distribution of Whitehorse
City Council according to the most recently
available Australian Bureau of Statistics population
estimates, whereas the results were previously not
weighted.
➢ The service responsibility area performance
measures have changed significantly and the
rating scale used to assess performance has also
changed.
As such, the results of the 2012 State-wide Local
Government Community Satisfaction Survey should be
considered as a benchmark. Please note that
comparisons should not be made with the State-wide
Local Government Community Satisfaction Survey
results from 2011 and prior due to the methodological
and sampling changes. Comparisons in the period
2012-2018 have been made throughout this report
as appropriate.
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Demographic
Actual
survey
sample
size
Weighted
base
Maximum
margin of error
at 95%
confidence
interval
Whitehorse City
Council 400 400 +/-4.9
Men184 192 +/-7.2
Women216 208 +/-6.7
3129/ 3128/ 3125/
3127 126 137 +/-8.8
3130/ 3151126 116 +/-8.8
3132/ 3131/ 3133148 147 +/-8.1
18-34 years61 129 +/-12.6
35-49 years73 102 +/-11.5
50-64 years113 72 +/-9.3
65+ years153 97 +/-7.9
The sample size for the 2018 State-wide Local Government
Community Satisfaction Survey for Whitehorse City Council
was 400. Unless otherwise noted, this is the total sample
base for all reported charts and tables.
The maximum margin of error on a sample of approximately
400 interviews is +/-4.9% at the 95% confidence level for
results around 50%. Margins of error will be larger for any
sub-samples. As an example, a result of 50% can be read
confidently as falling midway in the range 45.1% - 54.9%.
Maximum margins of error are listed in the table below,
based on a population of 135,000 people aged 18 years or
over for Whitehorse City Council, according to ABS
estimates.
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
All participating councils are listed in the State-wide
report published on the DELWP website. In 2018, 64 of
the 79 Councils throughout Victoria participated in this
survey. For consistency of analysis and reporting
across all projects, Local Government Victoria has
aligned its presentation of data to use standard council
groupings. Accordingly, the council reports for the
community satisfaction survey provide analysis using
these standard council groupings. Please note that
councils participating across 2012-2018 vary slightly.
Council Groups
Whitehorse City Council is classified as a Metropolitan
council according to the following classification list:
➢ Metropolitan, Interface, Regional Centres, Large
Rural & Small Rural
Councils participating in the Metropolitan group are:
Banyule, Boroondara, Brimbank, Glen Eira, Greater
Dandenong, Frankston, Kingston, Knox, Manningham,
Maroondah, Melbourne, Port Phillip, Stonnington and Whitehorse.
Wherever appropriate, results for Whitehorse City
Council for this 2018 State-wide Local Government
Community Satisfaction Survey have been compared
against other participating councils in the Metropolitan
group and on a state-wide basis. Please note that
council groupings changed for 2015, and as such
comparisons to council group results before that time
can not be made within the reported charts.
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Index Scores
Many questions ask respondents to rate council
performance on a five-point scale, for example, from
‘very good’ to ‘very poor’, with ‘can’t say’ also a
possible response category. To facilitate ease of
reporting and comparison of results over time, starting
from the 2012 survey and measured against the state-
wide result and the council group, an ‘Index Score’ has
been calculated for such measures.
The Index Score is calculated and represented as a
score out of 100 (on a 0 to 100 scale), with ‘can’t say’
responses excluded from the analysis. The ‘%
RESULT’ for each scale category is multiplied by the
‘INDEX FACTOR’. This produces an ‘INDEX VALUE’
for each category, which are then summed to produce
the ‘INDEX SCORE’, equating to ‘60’ in the following
example.
SCALE
CATEGORIES% RESULT
INDEX
FACTORINDEX VALUE
Very good 9% 100 9
Good 40% 75 30
Average 37% 50 19
Poor 9% 25 2
Very poor 4% 0 0
Can’t say 1% --INDEX SCORE
60
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Similarly, an Index Score has been calculated for the
Core question ‘Performance direction in the last 12
months’, based on the following scale for each
performance measure category, with ‘Can’t say’
responses excluded from the calculation.
SCALE
CATEGORIES
%
RESULT
INDEX
FACTOR
INDEX
VALUE
Improved 36% 100 36
Stayed the same 40% 50 20
Deteriorated 23% 0 0
Can’t say 1% --INDEX
SCORE 56
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Index scores are indicative of an overall rating on a
particular service area. In this context, index scores
indicate:
a) how well council is seen to be performing in a
particular service area; or
b) the level of importance placed on a particular
service area.
For ease of interpretation, index score ratings can be
categorised as follows:
INDEX
SCORE
Performance
implication
Importance
implication
75 – 100Council is performing
very well
in this service area
This service area is
seen to be
extremely important
60 – 75
Council is performing
well in this service area,
but there is room for
improvement
This service area is
seen to be
very important
50 – 60
Council is performing
satisfactorily in this
service area but needs
to improve
This service area is
seen to be
fairly important
40 – 50Council is performing
poorly
in this service area
This service area is
seen to be
somewhat important
0 – 40Council is performing
very poorly
in this service area
This service area is
seen to be
not that important
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
The test applied to the Indexes was an Independent
Mean Test, as follows:
Z Score = ($1 - $2) / Sqrt (($3*2 / $5) + ($4*2 / $6))
Where:
➢$1 = Index Score 1
➢$2 = Index Score 2
➢$3 = unweighted sample count 1
➢$4 = unweighted sample count 1
➢$5 = standard deviation 1
➢$6 = standard deviation 2
All figures can be sourced from the detailed cross
tabulations.
The test was applied at the 95% confidence interval, so
if the Z Score was greater than +/- 1.954 the scores are
significantly different.
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Core, Optional and Tailored Questions
Over and above necessary geographic and
demographic questions required to ensure sample
representativeness, a base set of questions for the
2018 State-wide Local Government Community
Satisfaction Survey was designated as ‘Core’ and
therefore compulsory inclusions for all participating
Councils.
These core questions comprised:
➢ Overall performance last 12 months (Overall
performance)
➢ Lobbying on behalf of community (Advocacy)
➢ Community consultation and engagement
(Consultation)
➢ Decisions made in the interest of the community
(Making community decisions)
➢ Condition of sealed local roads (Sealed local roads)
➢ Contact in last 12 months (Contact)
➢ Rating of contact (Customer service)
➢ Overall council direction last 12 months (Council
direction)
Reporting of results for these core questions can
always be compared against other participating councils
in the council group and against all participating
councils state-wide. Alternatively, some questions in
the 2018 State-wide Local Government Community
Satisfaction Survey were optional. Councils also had
the ability to ask tailored questions specific only to their
council.
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Reporting
Every council that participated in the 2018 State-wide
Local Government Community Satisfaction Survey
receives a customised report. In addition, the state
government is supplied with a state-wide summary
report of the aggregate results of ‘Core’ and ‘Optional’
questions asked across all council areas surveyed.
Tailored questions commissioned by individual councils
are reported only to the commissioning council and not
otherwise shared unless by express written approval of
the commissioning council.
The overall State-wide Local Government Community
Satisfaction Report is available at
http://www.delwp.vic.gov.au/local-
government/strengthening-councils/council-community-
satisfaction-survey.
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J00643 Community Satisfaction Survey 2018 - Whitehorse City Council
Core questions: Compulsory inclusion questions for all
councils participating in the CSS.
CSS: 2018 Victorian Local Government Community
Satisfaction Survey.
Council group: One of five classified groups,
comprising: metropolitan, interface, regional centres,
large rural and small rural.
Council group average: The average result for all
participating councils in the council group.
Highest / lowest: The result described is the highest or
lowest result across a particular demographic sub-
group e.g. men, for the specific question being reported.
Reference to the result for a demographic sub-group
being the highest or lowest does not imply that it is
significantly higher or lower, unless this is specifically
mentioned.
Index score: A score calculated and represented as a
score out of 100 (on a 0 to 100 scale). This score is
sometimes reported as a figure in brackets next to the
category being described, e.g. men 50+ (60).
Optional questions: Questions which councils had an
option to include or not.
Percentages: Also referred to as ‘detailed results’,
meaning the proportion of responses, expressed as a
percentage.
Sample: The number of completed interviews, e.g. for a
council or within a demographic sub-group.
Significantly higher / lower: The result described is
significantly higher or lower than the comparison result
based on a statistical significance test at the 95%
confidence limit. If the result referenced is statistically
higher or lower then this will be specifically mentioned,
however not all significantly higher or lower results are
referenced in summary reporting.
Statewide average: The average result for all
participating councils in the State.
Tailored questions: Individual questions tailored by
and only reported to the commissioning council.
Weighting: Weighting factors are applied to the sample
for each council based on available age and gender
proportions from ABS census information to ensure
reported results are proportionate to the actual
population of the council, rather than the achieved
survey sample.
Contact Us:03 8685 8555
John ScalesManaging Director
Mark ZukerManaging Director
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