Importance-Satisfaction Analysis

Transcription

1 Section 3: Analysis ETC Institute (2014) Page 45

2 Overview Analysis Blue Springs, Missouri Today, city officials have limited resources which need to be targeted to activities that are of the most benefit to their citizens. Two of the most important criteria for decision making are (1) to target resources toward services of the highest importance to citizens; and (2) to target resources toward those services where citizens are the least satisfied. The (IS) rating is a unique tool that allows public officials to better understand both of these highly important decision making criteria for each of the services they are providing. The rating is based on the concept that cities will maximize overall citizen satisfaction by emphasizing improvements in those service categories where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. Methodology The rating is calculated by summing the percentage of responses for items selected as the most important services for the City to emphasize over the next two years. This sum is then multiplied by 1 minus the percentage of respondents that indicated they were positively satisfied with the City's performance in the related area (the sum of the ratings of 4 and 5 on a 5-point scale excluding don't knows ). Don't know responses are excluded from the calculation to ensure that the satisfaction ratings among service categories are comparable. [IS=Importance x (1- )]. IMPORTANCE-SATISFACTION ANALYSIS Example of the Calculation. Respondents were asked to identify the major categories of City services they thought should receive the most emphasis from City leaders over the next two years. Fifty-four percent (54) selected the flow of traffic and congestion management as one of the most important major City services for City leaders to emphasize over the next two years. With regard to satisfaction, forty-eight percent (48) of the residents surveyed rated their satisfaction with the flow of traffic and congestion management as a 4 or a 5 on a 5-point scale (where a 5 means very satisfied) excluding don't know responses. The I-S rating for the flow of traffic and congestion management was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example, 54 was multiplied by 52 (1-0.48). This calculation yielded an I-S rating of , which ranked second out of thirteen major categories of City services. ETC Institute (2014) Page 46

3 The maximum rating is 1.00 and would be achieved when 100 of the respondents select an item as one of their top three choices to emphasize over the next two years and 0 indicate that they are positively satisfied with the delivery of the service. The lowest rating is 0.00 and could be achieved under either one of the following two situations: if 100 of the respondents were positively satisfied with the delivery of the service if none (0) of the respondents selected the service as one of the three most important areas for the City to emphasize over the next two years. Interpreting the s s that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis over the next two years. s from.10 to.20 identify service areas that should receive increased emphasis. s less than.10 should continue to receive the current level of emphasis. Definitely Increase Emphasis (IS>=0.20) Increase Current Emphasis (0.10<=IS<0.20) Maintain Current Emphasis (IS<0.10) The results for Blue Springs are provided on the following pages. IMPORTANCE-SATISFACTION ANALYSIS ETC Institute (2014) Page 47

4 Major Categories of City Services Maintenance of City streets and sidewalks Flow of traffic and congestion management Effectiveness of community planning Effectiveness of City communication w/ public Maintenance of city buildings/facilities Quality of police services/protection Quality of City parks facilities Quality of storm water runoff/management system Quality of City recreation programs Quality of City water/sewer utilities Customer service received from City employees Enforcement of building/property maintenance Quality of fire services Note: The is calculated by multiplying the " " by (1-'' ) : The " " percentage represents the sum of the first, second, third and fourth : The "" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' ETC Institute (2014) Page 48

5 Public Safety Services Visibility of police in neighborhoods City's overall efforts to prevent crime Visibility of police in retail areas Responsiveness of criminal offenses investigation How quickly City police respond to emergencies Overall competence of City police personnel Enforcement of local traffic laws Quality of animal control City's efforts in Youth Outreach & DARE services Professionalism of City police personnel How quickly ambulance respond to emergencies Quality of dispatch (9-1-1) services City's municipal court Note: The is calculated by multiplying the " " by (1-'' ) : The " " percentage represents the sum of the first, second, third and fourth : The "" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' ETC Institute (2014) Page 49

6 Maintenance Services Maintenance of streets in your neighborhood Maintenance of sidewalks in the city Maintenance of major City streets Snow removal on neighborhood streets Maintenance and preservation of downtown Maintenance of City's water & wastewater system Maintenance of storm water drainage system Cleanliness of City streets and public areas Maintenance of City traffic signals/street signs Snow removal on major City streets Maintenance of City buildings Note: The is calculated by multiplying the " " by (1-'' ) : The " " percentage represents the sum of the first, second, third and fourth : The "" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' ETC Institute (2014) Page 50

7 Parks and Recreation Services Maintenance of City parks & park equipment Availability of walking and biking trails Centennial Swimming Pool Complex City's youth athletic programs Public art throughout the city Athletic fields other than at Hidden Valley Vesper Hall/50+ programs Concession operations at City parks Number of City parks Performing arts programs Hidden Valley Sports Complex Quality/Playability of Adams Pointe Golf Course Note: The is calculated by multiplying the " " by (1-'' ) : The " " percentage represents the sum of the first, second, third and fourth : The "" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' ETC Institute (2014) Page 51

8 Transportation Services Traffic flow on Highway 7 during rush hours Traffic safety on Highway Traffic flow on Highway 40 during rush hours Bus transportation getting residents to/from work Traffic flow on Woods Chapel Road during rush hour Pedestrian walkways in commerical areas Pedestrian walkways in your neighborhood Traffic flow on Highway 7 at non-peak times Traffic safety on Highway Traffic safety on Woods Chapel Road Availability of bicycle lanes Traffic flow on Woods Chapel Road at non-peak times Traffic flow on Highway 40 at non-peak times Note: The is calculated by multiplying the " " by (1-'' ) : The " " percentage represents the sum of the first, second, third and fourth : The "" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' ETC Institute (2014) Page 52

9 Code Enforcement Enforcing the clean up of litter and debris Enforcing mowing/trimming of grass/weeds Enforcing maintenance of residential property Enforcing maintenance of business property Overall appearance of the city Enforcing sign regulations Note: The is calculated by multiplying the " " by (1-'' ) : The " " percentage represents the sum of the first, second, third and fourth : The "" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' ETC Institute (2014) Page 53