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What is the National Citizen Survey?

National Citizen Survey sponsored by ICMA provides crucial insights for local jurisdictions to benchmark, plan, and improve city services based on citizen feedback. Dive into the second-year analysis for Dover to uncover the impact of this comprehensive survey on strategic budgeting, policy-making, and community validation processes. Learn how the survey results influenced decision-making, inspired new initiatives, and validated the need for critical community projects.

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What is the National Citizen Survey?

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  1. What is the National Citizen Survey? • Weighted, mailed, random sample survey of citizens • Sponsored by ICMA • Administered by National Research Centers, Inc. • Largest database on city services and quality of life • Used by 400 local jurisdictions • Second year for Dover

  2. Why do a Citizen Survey? • Priority setting • Project planning • Customer satisfaction feedback • Budgeting • Benchmarking • Measuring progress

  3. How was it done? • 1,200 surveys mailed • 110 standard questions, three policy questions • Random selected addresses • 385 completed responses • 35% response rate • 95% confidence level (5% margin of error)

  4. Typical Graphic Result Overall Quality of Service

  5. Typical Normative Comparison Overall Quality of Service

  6. About Dover • 35,000 people • City Manager – Council form of government • Began Strategic Planning 3 years ago • Began Strategic Budgeting 2 years ago • Began “Pay for Performance” 2 years a ago • Citizen survey timed to flow with Budget

  7. Starts with Internal Dialog • Results presented and discussed with supervisors and department heads. • Presentation coincides with Strategic Planning and Budgeting. • Survey results presented to Council in fall • Survey results are discussed with Council during annual retreat in January.

  8. Budget Use • Inspires new strategic budget initiatives • Survey resulted used in “Department Descriptions” as measured objectives. • Survey results used by: • City Manager, Fire, Police, Public Works, Library, Inspections & Parks and Recreation.

  9. Budget Example

  10. “Pay for Performance” Use • Annual Evaluation Scores are tied to percent salary increase for management. • Scored for achieving goals and for core competency • Department Head Strategic Budget Goals are duplicated in Evaluation Goals

  11. Pay for Performance Example

  12. Community Dialog Survey becomes an Event • Results first presented to City Council. • Which causes coverage in local newspapers. • Which causes invitations to speak locally. • Which cause appreciation from citizens for openness with results.

  13. Validation of Community Issues • Objectivity and science of the survey can validate issues that are in contention. • Can also bring validity to an issue negating need for a referendum. • In Dover helped validate the need for an indoor- recreation center.

  14. Westside Recreation Center

  15. West Side Recreation Center • 2000 a $3 million bonding referendum for the center was defeated. • 2002 a scaled down version was resurrected for consideration. • Citizen Survey helped show need and popular support. • Survey results were used in public discussion and presentations.

  16. What the survey showed • 60% survey strongly or somewhat agreed there is a lack of indoor recreation space. • 9% some what or strongly disagreed. • Unsupervised youth the 3rd greatest problem. • Services for youth was lowest scoring service for special populations. • Recreation program and variety of programs was our lowest ranking leisure.

  17. ! 2005 Recreation Center Funded! Motion for nonbinding referendum defeated

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