2019-06-11 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                   11 JUNE 2019


RECOMMENDATION
That Council note the report by the Director Executive Services to the Services & Organisation
Committee Meeting dated 11 June 2019 regarding the results of the 2019 Community
Satisfaction Survey and the Community Satisfaction Survey 2019 Report prepared by Market
Facts Qld. Pty Ltd contained in Attachment 1 to the report.

REPORT
The community satisfaction survey commissioned by Council and undertaken by Market Facts
(Qld) Pty Ltd in April - May 2019 surveyed 400 Noosa residents aged 18 years and over.
The objectives of the survey were to:
    Provide measurements of residents’ attitudes and opinions and diagnostic information and
     analyses regarding the extent to which the Council’s provision of works, facilities and
     relevant administrative services meets the community’s perceived priorities;
    Compare the results against the (July 2017) Provincial LGA ‘norms’ established by the
     2017 LGAQ’s biennial survey; and
    Provide number-based detail which can be used to calculate relative priorities between the
     41 primary service/policy areas for which Council is responsible according to the “weighted
     average” of community perceptions, after taking into account both existing council
     performance as well as basic community priorities (i.e. ratings for Importance).
The survey asked respondents to identify how important the services/responsibilities were using
a five-point scale (Crucial 5, Important 4, Nice to Have 3, Not Very Important 2, Quite Important
1) and how well they believed Council is performing in those aspects (Very Good 5, Good 4, Fair
Only 3, Poor 2 and Very Poor 1) and benchmarked community attitudes measuring levels of
satisfaction with 41 primary service/policy areas under 5 themes with a probable error of the total
sample of +4.11% at the 90% level of confidence.
The 41 primary responsibility/service areas are grouped under the following 5 themes:
1.   Theme 1 - Basic Services and Infrastructure (road construction, road maintenance,
     footpaths kerbing & guttering, street lighting, traffic management, parking facilities, public
     transport, drainage & flood mitigation, waste management, community health);
2.   Theme 2 - Community Lifestyle Services (Parks playgrounds & public amenities,
     environmental controls, Environmental protection & conservation, heritage protection,
     sporting & recreational facilities, cultural& entertainment facilities, libraries & other
     information access, community safety, community services, pet/animal control, shopping
     centres, community development);
3.   Theme 3 - Managing the Shire (town planning, building control, economic development &
     local employment, development of tourism, financial management, revenue raising, staff
     management, disaster management);
4.   Theme 4 - Customer Services and Communication (customer service, information services,
     informing the community, consulting the community, responding to the community,
     providing leadership & advocacy); and
5.   Theme 5 - Qualities of Council (elected council as a whole, councillors you deal with,
     managerial& supervisory officers, outdoor workers, and indoor staff)
Overall Performance Ratings
The survey method applied used two different measurements of community perceptions of their
level of satisfaction with current council performance - ‘direct’ and ‘calculated’.
   Direct – The Unweighted Overall Performance Rating is obtained from asking respondents
     a direct question rating Council’s overall performance at the end of the survey i.e. “Is

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