Oshtemo Township Citizen Engagement and Priority Survey

Transcription

1 Supporting Decisions Inspiring Ideas Oshtemo Township Citizen Engagement and Priority Survey August MUNICIPAL EMPLOYEES RETIREMENT SYSTEM 2017 CobaltCommunityResearch

2 Background on Cobalt Community Research 501c3 not for profit research coalition Mission to provide research and education Developed to meet the research needs of schools, local governments and nonprofit organizations 2 CobaltCommunityResearch.org Page 2

3 Measuring Where You Are: Why Research Matters Understanding community values and priorities helps you plan and communicate more effectively about Township decisions Perception impacts behaviors you care about Understanding community perception helps you improve and promote the Township Community engagement improves support for difficult decisions Reliable data on community priorities aids in balancing demands of vocal minorities with the reality of limited resources Bottom line outcome measurement of service and trust: Good administration requires quality measurement and reporting 3 CobaltCommunityResearch.org Page 3

4 Study Goals Support budget and strategic planning decisions Explore service assumptions to ensure baseline service measures are understood Identify which aspects of community provide the greatest leverage on citizens overall satisfaction Discover key outcome behaviors such as recommending the community, remaining in the community, volunteering and encouraging someone to start a business Determine support for planning and zoning regulations and future service opportunities 4 CobaltCommunityResearch.org Page 4

5 Bottom Line Oshtemo Township overall ACSI score = = 71 Michigan Local Governments = = 60 Michigan Local Governments (Pop. 10,001-25,000) = = 64 Michigan County Governments = = 56 Michigan State Government = = 45 There are several areas where improvement can have significant impact on overall satisfaction: 2017 Drivers: 2013 Drivers: Township government management Twp government management Economic health Economic Health Property taxes Property taxes Police services Parks and recreation Detailed information by specific demographic groups is available to aid in policy review Detail by: sample or volunteer, years of residency, age, employment status, income, household composition and type of home 5 CobaltCommunityResearch.org Page 5

6 Preserving Voice: Looking Into Detail Sample: Consistent regardless of demographic Differences based on demographic 6 CobaltCommunityResearch.org Page 6

7 Methodology Random sample of 1,500 residents drawn from voter records Utilized a well-respected utility used internationally by many universities and researchers to generate true random numbers Conducted using two mailings in May and June 2017 Valid response from 367 residents (25% response rate), providing a conventional margin of error of +/- 5.1 percent in the raw data (95% confidence) 2013 = 308 responses, 10 volunteers; +/- 5.5% at 95% 2017 = 367 responses, 157 volunteers; +/- 5.1% at 95% Note: National surveys with a margin of error +/- 5% require a sample of 384 responses to reflect a population of 330,000,000 In addition to the random sample, there were 157 responses from volunteer respondents for a total response of CobaltCommunityResearch.org Page 7

8 Less than 1 year 1-5 years 6-10 years years More than 20 years 18 to to to to to or over Employed Self employed Stay-at-home parent/spouse Retired Unemployed Student $25,000 or less $25,001 - $50,000 $50,001 - $100,000 Over $100,000 Child(ren) age 5 or under Child(ren) age 6 to 12 Child(ren) age 13 to 18 Adult child(ren) age 19 to 30 Dependent parent None of these Condo Apartment House on 1 acre or less House on 1-10 acres House on more than 10 acres Mobile/manufactured home Sample Volunteer Respondent Profile 100% 90% 80% 70% 60% 0% Residency Age Employment Status Income Household Comp Home Type CobaltCommunityResearch.org Page 8

9 Results 9 CobaltCommunityResearch.org Page 9

10 Average Score (High = 10.0) ACSI Dimensions (High score = 10) Overall satisfaction Compared to expectations Compared to ideal CobaltCommunityResearch.org Page 10

11 Average Score (High = 10.0) Outcome Behaviors (High score = 10) Recommend as a place to live Remain in community Plan to volunteer Encourage businesses to start up CobaltCommunityResearch.org Page 11

12 Average Score (High = 10.0) Community Image (High score = 10) Safe place to live Physically attractive Growing responsibly Safe place to bike and walk Perfect community for me CobaltCommunityResearch.org Page 12

13 Perceived Performance Understanding the Charts: Community Questions Long-term Drivers Higher scoring areas that do not currently have a large impact on engagement relative to the other areas. Action: May show over investment or under communication. Higher impact areas where the Township received high scores from citizens. They have a higher impact on engagement if improved. Action: Continue investment Lower scoring areas relative to the other areas with lower impact on engagement. Action: Limit investment unless pressing safety or regulatory consideration. Higher impact on engagement and a relatively lower score. Action: Prioritize investment to drive positive changes in outcomes. 13 CobaltCommunityResearch.org Page 13 Impact

14 Economy Telecomm Infrastructure Police Fire & EMS Township Government Property Taxes Satisfaction (High = 10.0) 1. Fire coverage 2. Response time to fires 3. Response time to emergencies 4. Respectful treatment of citizens 5. Fair/equitable enforcement 6. Response time to calls for service 7. Public transportation options 8. Street maintenance/repair 9. Accommodation for bike/foot traffic 10. Fairness of property appraisals 11. Amount/quality of services for taxes paid 12. Trustworthy leaders 13. Efficient and organized operation 14. Well-trained employees 15. Communicates effectively with community 16. Spends dollars wisely 17. Encourages citizen ideas and involvement 18. Maintains website that meets needs 19. Affordability of housing 20. Stability of property values 21. Cell phone reception 22. Speed of your internet conneciton 23. Variety of internet access options Drivers of Satisfaction: Strategic Priorities Lower Impact, Lower Satisfaction Correlation (High = 1.0) 14 CobaltCommunityResearch.org Page Higher Impact, Higher Satisfaction

15 Economy Telecomm Infrastructure Police Fire & EMS Township Government Property Taxes Satisfaction (High = 10.0) 1. Fire coverage 2. Response time to fires 3. Response time to emergencies 4. Respectful treatment of citizens 5. Fair/equitable enforcement 6. Response time to calls for service 7. Public transportation options 8. Street maintenance/repair 9. Accommodation for bike/foot traffic 10. Fairness of property appraisals 11. Amount/quality of services for taxes paid 12. Trustworthy leaders 13. Efficient and organized operation 14. Well-trained employees 15. Communicates effectively with community 16. Spends dollars wisely 17. Encourages citizen ideas and involvement 18. Maintains website that meets needs 19. Affordability of housing 20. Stability of property values 21. Cell phone reception 22. Speed of your internet conneciton 23. Variety of internet access options Drivers of Satisfaction: Strategic Priorities Compared to Lower Impact, Lower Satisfaction Correlation (High = 1.0) 15 CobaltCommunityResearch.org Page Higher Impact, Higher Satisfaction

16 Trustworthy leaders Efficient and organized operation Well trained employees Communicates effectively with the community Spends dollars wisely Encourages citizen ideas and involvement Website meets your needs Average Score (High = 10.0) Drivers of Satisfaction: Township Government Management CobaltCommunityResearch.org Page 16

17 Average Score (High = 10.0) Drivers of Satisfaction: Economic Health Affordability of housing Stability of property values CobaltCommunityResearch.org Page 17

18 Average Score (High = 10.0) Drivers of Satisfaction: Property Taxes Fairness of Township property appraisals Amount and quality of services received for the Township taxes paid CobaltCommunityResearch.org Page 18

19 Planning and Zoning 19 CobaltCommunityResearch.org Page 19

20 Building appearance/appeal Other planning (parking, lighting, traffic) Landscaping requirements Screening/buffers between properties Commercial signs along the road Building/window signage Outdoor sales/displays Properties in disrepair (blight) Grass/noxious weeds Noise and other nuisances Garbage/leaf burning Planning & Zoning: Increase Restrictions Increase Restrictions 49% 39% 39% 16% 15% 16% 26% 12% 14% 26% 0% 20 CobaltCommunityResearch.org Page 20

21 Planning & Zoning: Maintain Current Regulations Building appearance/appeal Other planning (parking, lighting, traffic) Landscaping requirements Screening/buffers between properties Commercial signs along the road Building/window signage Outdoor sales/displays Properties in disrepair (blight) Grass/noxious weeds Noise and other nuisances Garbage/leaf burning 80% Maintain Current Regulations 70% 60% 76% 72% 75% 77% 78% 77% 67% 57% 59% 66% 0% 21 CobaltCommunityResearch.org Page 21

22 Building appearance/appeal Other planning (parking, lighting, traffic) Landscaping requirements Screening/buffers between properties Commercial signs along the road Building/window signage Outdoor sales/displays Properties in disrepair (blight) Grass/noxious weeds Noise and other nuisances Garbage/leaf burning Planning & Zoning: Reduce Restrictions Reduce Restrictions 0% 9% 8% 9% 8% 7% 9% 2% 3% 2% 9% 22 CobaltCommunityResearch.org Page 22

23 Building appearance/appeal Other planning (parking, lighting, traffic) Landscaping requirements Screening/buffers between properties Commercial signs along the road Building/window signage Outdoor sales/displays Properties in disrepair (blight) Grass/noxious weeds Noise and other nuisances Garbage/leaf burning Planning & Zoning: Combined Increase Restrictions Maintain Current Regulations Reduce Restrictions 100% 90% 9% 8% 9% 8% 7% 9% 2% 3% 2% 9% 80% 70% 57% 59% 60% 76% 72% 75% 77% 67% 78% 77% 66% 49% 39% 39% 16% 15% 16% 26% 12% 14% 26% 0% 23 CobaltCommunityResearch.org Page 23

24 Budget Priorities and Support 24 CobaltCommunityResearch.org Page 24

25 Budget Prioritization Percent selecting, could select top (7) for prioritization Percentage Specifying Road maintenance 73% 84% 69% Law enforcement 69% 63% Fire response 61% Emergency medical response 60% 58% Add bike/walk paths 38% 31% Parks 32% Water/sewer service 24% Economic development 36% Transfer station/dump day 22% 23% Fall leaf pick up/drop off 25% 22% Rec facilities/ programming 17% Sidewalk repair 19% 18% Code enforcement 17% Communication (web, cable, print) 14% 17% Public participation 90% 80% 70% 60% 0% CobaltCommunityResearch.org Page 25

26 Law enforcement Fire response Emergency medical response Sidewalk repair Road maintenance Add bike/walking paths Transfer station/dump day Water/sewer service Parks Recreation facilities/programming Code enforcement Economic development Public participation Communication (web, cable, print, etc.) Fall leaf pick up/drop off Support for Budget Actions if Revenues Not Adequate to Maintain Current Levels: Reduce Service Levels Reduce Service Levels 46% 42% 33% 32% 32% 23% 23% 8% 7% 7% 7% 11% 0% 26 CobaltCommunityResearch.org Page 26

27 Law enforcement Fire response Emergency medical response Sidewalk repair Road maintenance Add bike/walking paths Transfer station/dump day Water/sewer service Parks Recreation facilities/programming Code enforcement Economic development Public participation Communication (web, cable, print, etc.) Fall leaf pick up/drop off Support for Budget Actions if Revenues Not Adequate to Maintain Current Levels: Privatize/Outsource the Service Privatize/Outsource the Service 13% 7% 14% 19% 12% 16% 9% 12% 13% 13% 25% 15% 25% 19% 0% 27 CobaltCommunityResearch.org Page 27

28 Law enforcement Fire response Emergency medical response Sidewalk repair Road maintenance Add bike/walking paths Transfer station/dump day Water/sewer service Parks Recreation facilities/programming Code enforcement Economic development Public participation Communication (web, cable, print, etc.) Fall leaf pick up/drop off Support for Budget Actions if Revenues Not Adequate to Maintain Current Levels: Raise Taxes Raise Taxes 47% 46% 42% 17% 19% 22% 18% 18% 9% 11% 8% 7% 9% 0% 28 CobaltCommunityResearch.org Page 28

29 Law enforcement Fire response Emergency medical response Sidewalk repair Road maintenance Add bike/walking paths Transfer station/dump day Water/sewer service Parks Recreation facilities/programming Code enforcement Economic development Public participation Communication (web, cable, print, etc.) Fall leaf pick up/drop off Support for Budget Actions if Revenues Not Adequate to Maintain Current Levels: Raise User Fees Raise User Fees 33% 31% 34% 36% 36% 18% 22% 24% 15% 17% 25% 15% 14% 16% 8% 0% 29 CobaltCommunityResearch.org Page 29

30 Law enforcement Fire response Emergency medical response Sidewalk repair Road maintenance Add bike/walking paths Transfer station/dump day Water/sewer service Parks Recreation facilities/programming Code enforcement Economic development Public participation Communication (web, cable, print, etc.) Fall leaf pick up/drop off Support for Budget Actions if Revenues Not Adequate to Maintain Current Levels: Special Assessment Special Assessment 33% 33% 32% 24% 22% 26% 14% 18% 12% 14% 21% 12% 0% 30 CobaltCommunityResearch.org Page 30

31 Law enforcement Fire response Emergency medical response Sidewalk repair Road maintenance Add bike/walking paths Transfer station/dump day Water/sewer service Parks Recreation facilities/programming Code enforcement Economic development Public participation Communication (web, cable, print, etc.) Fall leaf pick up/drop off Support for Budget Actions if Revenues Not Adequate to Maintain Current Levels: Preferred Options for All Services 1 Reduce Service Levels Privatize/Outsource the Service Raise Taxes Raise User Fees Special Assessment 100% 90% 24% 22% 33% 33% 26% 14% 32% 18% 12% 14% 21% 12% 80% 70% 60% 18% 47% 22% 46% 24% 15% 17% 8% 17% 19% 42% 12% 33% 9% 16% 31% 22% 34% 18% 12% 36% 11% 13% 16% 25% 15% 14% 7% 8% 18% 15% 25% 25% 13% 36% 9% 19% 0% 13% 7% 14% 8% 7% 7% 23% 19% 7% 33% 9% 11% 23% 32% 32% 46% 42% 31 CobaltCommunityResearch.org Page 31

32 Percentage Specifying Support for future services 60% 48% 48% 35% 34% 44% 47% 46% 35% 52% 49% 33% 37% 45% 41% 39% 38% 39% 37% 17% 18% 27% 26% 26% 24% 24% 16% 17% 21% 23% 14% 0% Support Additional Funding Support Additional Funding Oppose Additional Funding Oppose Additional Funding Need More Info Need More Info CobaltCommunityResearch.org Page 32

33 Percentage Specifying Support for Township-wide contract with 1 company for garbage/recycling 60% 53% 48% 0% Yes No 33 CobaltCommunityResearch.org Page 33

34 Town Hall 34 CobaltCommunityResearch.org Page 34

35 Percentage Specifying Frequency of visit(s) to Township offices 60% 54% 35% 9% 0% Never Less than 4 times 5-12 times More than 12 times 1% 35 CobaltCommunityResearch.org Page 35

36 Percentage Specifying Reason for visit(s) 60% 57% 54% 22% 18% 8% 0% Pay property taxes Obtain absentee ballot/vote Property information Building permits/ inspections 1% 1% Cemetery information Passports Other 36 CobaltCommunityResearch.org Page 36

37 Text Cloud: What other reasons did you have for visiting the Township Office? Top Themes: 1. Attend Township meetings 2. Property questions zoning, property taxes, dog licenses 3. Dump day 37 CobaltCommunityResearch.org Page 37 Note: See full list of comments for context

38 Percentage Specifying Do current office hours meet your needs? 90% 80% 84% 70% 60% 16% 0% Yes No 38 CobaltCommunityResearch.org Page 38

39 Percentage Specifying If office hours do not meet needs, which hours would you like see the offices open? 90% 80% 70% 70% 60% 33% 17% 0% Stay open until 6 PM at least one night a week Stay open until 5 PM on Friday Open before 8 AM at least one morning a week 39 CobaltCommunityResearch.org Page 39

40 Parks and Recreation 40 CobaltCommunityResearch.org Page 40

41 Percentage Specifying Which parks have you visited in the last 18 months? 60% 53% 37% 35% 0% Township Park Flesher Field Grange Hall I haven't visited a park 4% 41 CobaltCommunityResearch.org Page 41

42 Percentage Specifying Frequency of visit(s) to parks 60% 58% 16% 18% 8% 0% At least once a week A few times a month At least once a month Less than once a month 42 CobaltCommunityResearch.org Page 42

43 Average Score (High = 10.0) Satisfaction with parks Park maintenance Enforcement of park rules Your feeling of personal safety Welcoming environment Amount of park land in the Township Rec facilities (playgrounds, fields, courts) Overall Flesher Township Park Grange Hall 43 CobaltCommunityResearch.org Page 43

44 Hiking or walking Relaxing Playground Picnicking Family/group activities Disc golf Tennis Basketball Pickleball Wiffleball Soccer Other Percentage Specifying Activities at parks 60% 59% 53% 44% 36% 12% 0% 8% 7% 3% 3% 1% 6% 44 CobaltCommunityResearch.org Page 44

45 Text Cloud: What other activities do you participate in while visiting the parks? Top Themes: 1. Dog walking 2. Events concerts, festivals, movies in the park 3. Trails hiking and biking 45 CobaltCommunityResearch.org Page 45 Note: See full list of comments for context

46 Text Cloud: How can the Township improve the parks to increase your satisfaction or desire to visit? Top Themes: 1. Trails add more walking and biking paths 2. Dog park off leash dog park in the Township 3. Enforcement enforce rules at parks (especially disc golf course) 46 CobaltCommunityResearch.org Page 46 Note: See full list of comments for context

47 Percentage Specifying Reasons for not visiting parks 60% 57% 26% 11% 7% 7% 0% Health issues Safety/ security concerns Lack of transportation Lack of facilities /inadequate facilities 2% Maintenance of facilities Other 47 CobaltCommunityResearch.org Page 47

48 Text Cloud: What other reasons prevent you from visiting the parks? Top Themes: 1. No reason to visit use other parks in area or their own property 2. Time no time, too busy to visit, work schedule 48 CobaltCommunityResearch.org Page 48 Note: See full list of comments for context

49 Percentage Specifying Impact of parks in the Township 100% 90% 95% 91% 80% 80% 70% 60% 58% 42% 0% Parks provide economic benefits to the Twp 5% Parks enhance the quality of life in the Twp 9% Well-maintained parks enhance the property values of surrounding homes The parks in Oshtemo Twp are well promoted Agree Disagree 49 CobaltCommunityResearch.org Page 49

50 Percentage Specifying Support for 0.5 mills for each project: 60% 59% 59% 49% 51% 53% 48% 41% 42% 0% Building trails Purchasing land for and developing additional parks Purchasing land to conserve for wildlife and passive recreation Maintaining, upgrading, and improving existing parks Yes No 50 CobaltCommunityResearch.org Page 50

51 Support Twp requiring residential developers to set aside space for parks or open space? Percentage Specifying 70% 60% 61% 25% 13% 0% Yes No Undecided 51 CobaltCommunityResearch.org Page 51

52 Text Cloud: Where are lands you believe the Township should conserve for parks/open space? Top Themes: 1. West Main near Kal-Haven, 9 th Street, Meijer 2. KL Ave near landfill area 3. Stadium Drive 4 th Street, 9 th Street 52 CobaltCommunityResearch.org Page 52 Note: See full list of comments for context

53 Support a program to plant trees and native plants? Percentage Specifying 70% 60% 65% 23% 12% 0% Yes No Undecided 53 CobaltCommunityResearch.org Page 53

54 Any recreation programs/facilities needed in the Township? Percentage Specifying 90% 80% 81% 70% 60% 19% 0% Yes No 54 CobaltCommunityResearch.org Page 54

55 Text Cloud: What rec programs or facilities would you like to see added in the Township? Top Themes: 1. Trails bike and walking trails, paths 2. Community swimming pool 3. Dog park 55 CobaltCommunityResearch.org Page 55 Note: See full list of comments for context

56 Aware of outdoor movies and concerts at Township Park and Flesher Field? Percentage Specifying 60% 51% 49% 0% Yes No 56 CobaltCommunityResearch.org Page 56

57 How to receive information regarding parks, programs, rentals and events: Percentage Specifying 70% 60% 67% 42% 31% 25% 7% 0% Mailings sent to your home newsletter Township website Social media Flyers distributed at parks 2% Other 57 CobaltCommunityResearch.org Page 57

58 Percentage Specifying Preferred communication channels by Age 80% 78% 75% 70% 71% 69% 60% 63% 59% 53% 51% 38% 44% 41% 38% 43% 39% 35% 28% 27% 28% 23% 23% 19% 19% 0% 13% 9% 9% 8% 6% 6% 6% 0% 3% 0% 0% 2% 2% or over Mailings sent to your home newsletter Township website Social media Flyers distributed at parks Other 58 CobaltCommunityResearch.org Page 58

59 Text Cloud: What other ways do you prefer to receive information from the Township? Top Themes: Text messages 3. Radio 59 CobaltCommunityResearch.org Page 59 Note: See full list of comments for context

60 Text Cloud: Additional comments to share with the Township Top Themes: 1. Taxes too high, do not raise taxes, difficult for seniors to pay 2. Roads fix and repair roads, improve sidewalks 3. Parks less spending on parks, more on infrastructure Note: See full list of comments for context 60 CobaltCommunityResearch.org Page 60

61 Implementing Results 61 CobaltCommunityResearch.org Page 61

62 Perception v Reality: Minimize Distortion or Fix Real Performance Issues Perception gap: Respondents rated based on a false idea or understanding. Address with communication strategy to change that perception. Real performance issue: Address with an improvement plan. When performance improves, it becomes a perception gap to address with a communication strategy. 62 CobaltCommunityResearch.org Page 62

63 Strategy is About Action: Improve Performance to Improve Outcomes The diagram at the right provides a framework for following up on this survey. The first step (measurement) is complete. This measurement helps prioritize resources and create a baseline against which progress can be measured. The second step is to use internal teams to further analyze the results and form ideas about why respondents answered as they did and potential actions in response. The third step is to validate ideas and potential actions through conversations with residents and line staff do the ideas and actions make sense. Focus groups, short special-topic surveys and benchmarking are helpful. The fourth step is to provide staff with the skills and tools to effectively implement the actions. 5 Implement 4 Train 1 Measure Outcomes 3 Validate/ Confirm 2 Ideas/ Brainstorm The fifth step is to execute the actions. The final step is to re-measure to ensure progress was made and track changes in resident needs. 63 CobaltCommunityResearch.org Page 63