New England States Performance Measurement Project (NESPMP) Update & Citizen Satisfaction Survey

1. New England StatesPerformance Measurement Project(NESPMP) Update & Citizen Satisfaction Survey Greg L’Heureux, City of South Portland 5/6/2010

2. NESPMP 3 Year Program • Funding • Sloan Foundation -$150,000 grant • NESGFOA -$45,000 • State GFOA’s $3,000 • Each Participating Community -$5,200 /yr • Research Bureau –Coordinator

3. NESPMP • Steering Committee – Rep from Each Community (senior manager) • Focus Group –Citizen Input report • Operational Committee • Citizen Satisfaction Survey • Best Practices Forums

4. NESPMP – Performance Areas • Fire, Rescue (EMS), and Dispatch • Snow and Ice Removal • Revenue and Fees Analysis

5. Lewiston, ME Dispatch Services, FY 2008 Workload Measure

6. Lewiston, ME Dispatch Services, FY 2008 Effectiveness Measure

7. Lewiston, ME Dispatch Services, FY 2008 Effectiveness Measure

8. NESPMP-Citizen Satisfaction Survey Year 2 • Steering Committee Developed -Multi-Departmental Survey • Standardized questions which each Community can elect to include or exclude • Internet Based • Goal 10-12 minutes to complete • Balance (too long will not complete) • Closed Survey – Sample of Residents selected • Password Provided • Determined to be best method (limits multiple responses)

9. NESPMP-Citizen Satisfaction Survey • Sample size of 10% of population • Selection (voter list, postal mailing list, utility) • Did not use property tax list (Renters issue) • Postcard

10. Postcard City of South Portland Citizen Satisfaction Survey You Have Been Chosen! You have been randomly chosen to participate in a survey to determine your thoughts regarding the services provided by the City of South Portland and how you view the quality of life in South Portland. The results of this survey will be analyzed and used to enhance the government’s decision-making process.  We are asking you, or one member of your household who is at least 18 years of age, to please take approximately 10 minutes to complete the survey by December 15, 2009. To access this online survey, log on to a computer, (public access computers are available at City Hall, the Community Center or the main and branch libraries). Access the survey on the City’s webpage at http://www.southportland.org and clicking on the Survey Link on the left side of the page. Your password to access the survey is MERCURY  If you have any questions regarding this survey, please call Mary Perry at 767-7605. Your answers will be anonymous.  Thank you for helping us in our efforts to make our community a better place to live, work and play. Your input is invaluable to our continuous efforts to improve the delivery of services for South Portland residents and property owners. We look forward to hearing from you!

11. NESPMP-Citizen Satisfaction Survey • Goal of 15-20% response rate • Second Postcard or Newspaper Reminder • Research Bureau analysis of results and provide: • Raw Survey Results • Comparative Report to Group as whole • Extremely less expense than most Citizen Surveys • Offering this program to all NESGFOA members

12. Please rate your level of satisfaction with each of the following based on your experiences or observations during the past 12 months. The overall quality of life in South Portland The overall appearance of South Portland The cost of living in the City of South Portland The City's efforts to attract businesses and jobs to the area South Portland as a place to raise children South Portland as a place to live during retirement The value of services received for your City tax dollars Citizen Satisfaction Survey- Sample Questions

13. In general, how satisfied are you with the following aspects of the Public Library Library hours of operation Selection of library material Computer resources/ Online services & databases Quality of Children's programs and services offered Quality of Young Adult programs and services offered Quality of Adult programs and services offered Variety of programs offered Assistance provided by library staff Overall customer service (polite, friendly & professional) Cleanliness and maintenance of facilities Reasonableness of fees charged

14. How satisfied were you with the Police Department’s: Response time (how quickly help arrived) Professionalism of staff Quality of service provided Quality of neighborhood policing Overall efforts to prevent crime Level of enforcement of local traffic laws Officers’ attitude and behavior toward citizens Overall feeling of safety with the Police Department

15. NESPMP- Citizen Satisfaction Survey Year 3 –Recruitment of Other Communities for Survey • Commitment • Financial $1,500 to NESPMP • Mailing Costs • Access to Internet (Library and City Hall Kiosk) • Limited Manpower (assist elderly with input) • Report to Citizens Offering this program to all NESGFOA members We would love to get 5 to 6 communities per State

16. NESPMP Contacts • Greg L’Heureux • gl@southportland.org or (207) 767-7613 • Roberta Schaefer • rschaefer@wrrb.org or (508) 799-7169 • Laura Swanson • lswanson@wrrb.org or (508) 799-7169