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County of Grande Prairie

County of Grande Prairie. 2011 County of Grande Prairie Citizen Satisfaction Survey Results Presentation. Presented by: Jamie Duncan Associate Vice President Ipsos Reid. March 2011. Agenda. Who is Ipsos Reid ? Methodology Detailed Findings Life in Grande Prairie

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County of Grande Prairie

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  1. County of Grande Prairie 2011 County of Grande Prairie Citizen Satisfaction Survey Results Presentation Presented by: Jamie Duncan Associate Vice President Ipsos Reid March 2011

  2. Agenda • Who is Ipsos Reid ? • Methodology • Detailed Findings • Life in Grande Prairie • The County’s Performance • A Growing County • Finances • Contact & Communications • Grande Prairie & the Environment • Grande Prairie & the Web • Conclusion and Q&A

  3. Who is Ipsos Reid ? In brief… Founded: 1975Head Office: ParisRank among global survey-based research companies: 3First listed on Paris Stock Exchange: July 1, 1999Total Revenues in 2007: 927.2 million eurosNumber of countries with Ipsos offices: 56Total number of countries we do research in: 100+Number of full-time Ipsos employees: 8,000Number of clients around the world: 5,000+Interviews conducted each year: 10 million

  4. Who is Ipsos Reid ? Winnipeg Vancouver Calgary Toronto Ottawa Montreal Ipsos Reid in Canada…

  5. Methodology • Telephone survey conducted with a randomly selected sample of County of Grande Prairie residents aged 18 years and older. • Survey was fielded between February 1 and 13, 2011. • Sample size: 300 margin of error ± 5.6%, 19 times out of 20 • Results are weighted to ensure the age, and gender distribution reflects that of the actual population according to the 2006 Census. • Ipsos Reid municipal norms will be cited in presentation where available. • Canada norms are derived from work conducted in other municipalities across Canada and are based on up to 52,000 observations conducted in more than 55 different municipalities. • Municipal norms allow the County of Grande Prairie to compare how it is performing compared to other municipalities in Canada and/or Alberta on similar issues

  6. Key Research Findings 2011 County of Grande Prairie Customer Satisfaction Survey

  7. A view from 30,000 feet • This is generally a good news story. But with some key course corrections to be made moving forward. • The County of Grande Prairie is a happy community. There is a good quality of life and lots of pride plus a belief that things can get even better. • Satisfaction / Perceived Performance in key areas is strong. • This includes Overall Performance of the County, Quality of Services, Satisfaction with County Staff and many specific Programs and Services. • There is a general need to increase communications with residents. Several measurements point to a lack of awareness/understanding of the County. • County staff should be commended for delivering quality customer service. • There are opportunities to address responsiveness and consistency of service.

  8. Citizen Overview Life in Grande Prairie Today

  9. Road Conditions (including snow removal), education, and community centers/space dominate the issue agenda. Q1. In your view, as a resident of the County of Grande Prairie, what is the most important LOCAL issue facing the County today, that is the one issue you feel should receive the greatest attention from your local leaders? What is the next most important local issue facing the County? Base: All Respondents (n=301)

  10. A strong majority of citizens say the overall quality of life in the County is good. Q2. How would you rate the overall quality of life in the County of Grande Prairie today? Would you say it is? Good: 96% Poor: 4%* “*” denotes rounding Base: All Respondents (n=301)

  11. A majority of residents say that quality of life in the past three years has remained the same in the County. Q3. And, do you feel that the quality of life in the County of Grande Prairie in the past three years has….? Base: All Respondents (n=301)

  12. Infrastructure and schools are driving perceptions among those who say quality of life has improved. Q4. Why do you think the quality of life has improved? Base: Respondents who think quality of life has improved (n=77)

  13. Infrastructure and development are driving perceptions among those who say quality of life has worsened. Q5. Why do you think the quality of life has worsened? “*” denotes rounding Base: Respondents who think quality of life has worsened (n=37)

  14. Overall, citizens say have positive attitudes about life in the County. Q6. I'm going to read you a few statements about life in the County of Grande Prairie and I'd like you to indicate the degree to which you agree or disagree with each statement. 93%* 93% 93% 89% 83% “*” denotes rounding Base: All Respondents (n=301)

  15. Good/very good, Great, Peaceful, Quiet – all top words to describe the County as a place to live. Q7. What ONE word do you think best describes The County of Grande Prairie as a place to live overall? “*” denotes rounding Base: All Respondents (n=301)

  16. County Performance Satisfaction and Importance of County Services

  17. A majority of citizens are satisfied with the overall level and quality of County services. Q8. Please tell me how satisfied you are with the overall level and quality of services and programs provided by the County of Grande Prairie. Satisfied: 85%* Not Satisfied: 14%* “*” denotes rounding Base: All Respondents (n=301)

  18. Virtually all County services are deemed to be important. Q9. Please tell me how important the services and programs provided by the County of Grande Prairie are to you. Top2Box “*” denotes rounding Base: All Respondents (n=301)

  19. Overall satisfaction with most County services is strong. Q9a_1. And how satisfied are you with the job the County is doing in providing this program or service? Top2Box “*” denotes rounding Base: All Respondents (n=301)

  20. A Growing County Perceptions related to Growth and Development

  21. While positive about growth in general, citizens are less firm in their opinions about the County’s ability to manage growth and related communications. Q30. I'm going to read you a few statements about growth and development in the County of Grande Prairie. Please tell me whether you agree or disagree with each. The first one is...? Don’t know “*” denotes rounding Base: All Respondents (n=301)

  22. Tax Dollars and User fees Perceptions related to County Finances

  23. Over half of County residents believe they get good value for their tax dollars. Q12. Your property tax dollars are divided between the County and the Province. In Grande Prairie, approximately two-thirds [64%] of your property tax bill goes to the County to fund municipal services. Considering the services provided by the County, please rate the value you feel you receive from your municipal property tax dollars using a scale of 1 to 10 where 1 represents “very poor value” and 10 represents “very good value” Good Value: 54% Neutral: 36% Poor Value: 10%* “*” denotes rounding Base: All Respondents (n=301)

  24. Over half of County residents support increasing taxes to maintain or expand services. Q13. Municipal property taxes are the primary way to pay for services and programs provided by County of Grande Prairie. Due to the increased cost of maintaining current service levels and infrastructure, the County must balance taxation and service delivery levels. To deal with this situation, which of the following four options would you most like the County to pursue? Increase Taxes: 57% Cut Services: 30% Base: All Respondents (n=301)

  25. Residents prefer user fees over increasing property taxes. Q14. Assuming the County needs to increase the amount of revenue it collects from citizens, would you prefer the County to... ? Base: All Respondents (n=301)

  26. Communication Evaluating communication by the County

  27. Over half of residents say they have had direct contact with the County in the past 12 months. Q15. Have you contacted or dealt with the County of Grande Prairie or one of its employees in the last twelve months? Base: All Respondents (n=301)

  28. The majority of contact with the County is citizen initiated. Q16. Thinking of the most recent time you had contact with the County, did you initiate this contact, or did the County contact you? Base: Respondents who have been in contact with the County (n=171)

  29. Contacting the County by phone was most common communication method. Q17. When you contacted the County was it... Base: Respondents who contact the County (n=144)

  30. Public Works; the highest reported area of contact for County residents. Q18b. Specifically, what one Department or area of the County did you last have contact with? “*” denotes rounding Base: All Respondents (n=301)

  31. A majority of residents were satisfied with their most recent contact with the County Q19. How satisfied were you with your most recent contact with the County? Were you… Satisfied: 69% Not Satisfied: 31% Base: All Respondents (n=171)

  32. Quality service is noted across some key areas; though there are opportunities to improve responsiveness and consistency of service. Q20. Thinking about your personal dealings with the County of Grande Prairie, your general impressions and anything you may have read, seen or heard, please tell me whether you agree or disagree with each of the following statements about the County? % Disagree % Agree * “*” denotes rounding Base: All Respondents (n=301)

  33. Over half of residents say they receive the right amount of information; though a minority continue to look for more. Q21. In your opinion, do you currently receive too much, too little, or just the right amount of information from the County of Grande Prairie? Base: All Respondents (n=301)

  34. Citizens are looking for more information about development, community events, and expenditures. Q22. Thinking about your community information needs, what kinds of information do you want the County of Grande Prairie to provide you with? “*” denotes rounding Base: All Respondents (n=301)

  35. Direct Mail and local media are most frequently mentioned sources of information about the County of Grande Prairie. Q23. Thinking about yourself, what is your main source of receiving information from the County of Grande Prairie? 28% 25%* 23%* 19%* 18%* 8% 7% 5% 5%* 3% 9% 9% 35%* “*” denotes rounding Base: All Respondents (n=301)

  36. Direct mail tops the list of ways citizens say they would most like to receive information from the County. Q24. And, thinking about your own preferences how would you most like to receive information from the County of Grande Prairie? Base: All Respondents (n=301)

  37. The Environment Programs and Services

  38. A majority of residents rate the overall state of the County’s environment as good. Q25. Thinking about things such as air, water and land quality in the County of Grande Prairie how would you rate the overall state of the County of Grande Prairie's environment today? Good: 90% Poor: 9% Base: All Respondents (n=301)

  39. A majority residents are satisfied with the County’s performance in protecting the environment. Q26. How satisfied are you with the job the County of Grande Prairie is currently doing to protect the environment? Satisfied: 82%* Not Satisfied: 16% “*” denotes rounding Base: All Respondents (n=301)

  40. While a majority are satisfied, opportunities exist to improve resident ratings on the County’s performance to help reduce individual environmental impacts. Q27. How satisfied are you with County of Grande Prairie programs and services aimed at helping County residents reduce their environmental impact? Satisfied: 70% Not Satisfied: 28% Base: All Respondents (n=301)

  41. Website Measuring usage and usefulness

  42. A minority of residents report having visited the County’s website in the past 12 months. Q28. Have you been to the County of Grande Prairie's website in the last twelve months? Base: All Respondents (n=301)

  43. Among those who have visited the website, a majority say the content and services are useful. Q29. How useful was the content of information and online services available on the website? Useful: 84% Not Useful: 16% Base: Respondents who visited the website (n=124)

  44. Conclusions and Q&A 2011 County of Grande Prairie Customer Satisfaction Survey

  45. A few “Road Tips/Thoughts” for the County Moving Forward… • Ongoing Reputation Management is important. • The County is performing well and should make this known. • Identifying areas for improvement and stating strategies publicly will work at maintaining/increasing citizen trust with the County. • The County needs to tell its own “story” and not have others position the community. • Communicating & Educating Citizens Is Key • Communicate, Engage, Dialogue. Results highlight opportunities for increased information and an appetite from citizens to learn more about their County. • Genuine knowledge is central to offsetting potentially misleading perceptions. Value for tax dollars is a challenge to clarify, but these results demonstrate a need to engage and discuss with residents about how their tax dollars are being spent. • Demands on the County to deliver services and programs to its citizens will increase dramatically. It is important that residents not take for granted the ability of the County to constantly adjust to these circumstances. Occasional reminders of the scale of change may be helpful.

  46. Demographics

  47. Demographics Persons Living in Household Age Gender Children Under 18 Living in Household Responsible for Paying Property Taxes in Household Rent or Own Current Residence Base: All respondents (n=400)

  48. Demographics Annual Household Income Before Taxes Level of Education Years lived in County of Grande Prairie Base: All respondents (n=400)

  49. Contact: Jamie Duncan Associate Vice President Ipsos Reid 403.294.7385 Jamie.Duncan@ipsos.com Evan Legate Research Associate Ipsos Reid 403.294.7378 Evan.Legate@ipsos.com March 2011

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