Blacktown City Council ty · Summary of Results – Quick Stats overall performance of ... Micromex...

Blacktown City Council

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Council

Prepared by: Micromex Research

Date: December 2019 Community Satisfaction Survey

Prepared by: Micromex Research

Date: December 2019

Table of Contents

Summary and Recommendations ........................................................................................... 3

Summary of Results – Quick Stats ................................................................................................... 4

Summary and Recommendations ................................................................................................ 5

Background and Methodology ................................................................................................ 8

Sample Profile .......................................................................................................................... 11

Key Findings ............................................................................................................................. 13

Overview (Overall satisfaction) .................................................................................................... 14

Overview (Council’s Level of Communication) ......................................................................... 15

Overview (Key challenges facing the area) .............................................................................. 16

Overview (Opportunities to have a say) ..................................................................................... 17

Section A – Satisfaction with Council and the Local Area ................................................. 36

Overall Satisfaction with Council’s Performance ....................................................................... 37

Belonging to the Local Community ............................................................................................ 38

Key Challenges facing Blacktown City Council ......................................................................... 39

Opportunities to Have a Say ........................................................................................................ 40

Section B – Contact with Blacktown City Council ................................................................ 41

Contact with Council in the Last 12 Months ............................................................................... 42

Satisfaction with Contact with Council ....................................................................................... 43

Council’s Level of Communication ............................................................................................. 44

Communication Mediums ............................................................................................................ 45

Section E – Importance of, and Satisfaction with, Council Services & Facilities ................ 46

Key Service Areas’ Contribution to Overall Satisfaction ............................................................... 49

Appendix A – Demographics ................................................................................................. 50

Appendix B – Additional Analysis .......................................................................................... 50

Appendix C – Questionnaire .................................................................................................. 50

Summary and

Recommendations


Community Satisfaction Research

December 2019 Page | 4

Summary of Results – Quick Stats

The level of

communication

Council

currently has

with the

community

Litter control

and rubbish

dumping

Availability of

car parking

near train

stations and bus

interchanges

Managing new

development in

your area

Condition of

local roads

of residents are at least

somewhat satisfied with the

overall performance of

Council over the last 12

months

Key Drivers of Overall Satisfaction with Council

49 out of 53

Residents are at least

moderately satisfied with

Council services/facilities

91%

of residents strongly

agree/agree with the

statement ‘I have a

sense of belonging to

my local community’

of residents are at

least somewhat

satisfied with

Council’s level of

communication

of those who contacted

Council were at least

somewhat satisfied with

way their contact was

handled

86%

72%

88%

of residents are at least

somewhat satisfied with the

opportunities to have a say

on important issues

86%




Summary and Recommendations

Summary

2019 research in the Blacktown City Council area demonstrated high satisfaction in many areas.

• 91% of residents are at least somewhat satisfied with the performance of Council over the last 12

months. This result is on par with previous results and is above the Micromex LGA Metro benchmark

• The Shapley regression analysis highlights key themes including cleanliness of the area, availability

of car parking, and management of development with the top drivers of overall satisfaction with

Council being ‘litter control and rubbish dumping’, ‘availability of parking near train stations and

bus interchanges’, and ‘managing new development in your area’

• In this years’ research a re-run of the key drivers contributing to overall satisfaction was carried out,

but with the inclusion of Q4 ‘how satisfied are you with the level of communication Council currently

has with the community?’. The second Shapley regression highlights the importance of community

engagement and consultation. The results demonstrated that ‘the level of communication Council

currently has with the community’ is a strong driver of overall satisfaction, contributing more than

three times as much as all other measures (17.3%)

• Residents are at least moderately satisfied with 49 of the 53 services/facilities.

Recommendations

In order to help drive overall and service specific satisfaction, Council should look to better understand

community expectations around the level, type, and frequency of Council communications.

Particularly on key topic areas such as:

➢ The local environment has emerged as a theme in 2019. Council should look to understand and

explore resident expectations in relation to the local environment, as this appears to have become

a higher priority area

➢ Clarify expectations in relation to general appearance of the LGA and identify ways to reduce the

amount of waste around the area

➢ Continue to advocate and consult with the community on the issues relating back to population

growth, and the level of planning and development required for the growing population

➢ Continue to work with the community to address the issue of parking and roads in the area as well

as other issues associated with the local road network.





Based on the results provided we suggest Council considers undertaking further exploration to gain a

greater understanding of community expectations for the following key areas:

Beautification/cleanliness of the area

A key theme that emerged from the research was the general appearance and cleanliness of the local

area.

• 14% of residents suggested ‘appearance/cleanliness of the area/litter control and waste

management’ as a key challenge facing the Blacktown area in the next 10 years.

• ‘Keeping public places clean’, ‘domestic garbage and recycling’ and ‘healthy natural waterways’

were ranked in the top 5 most important by Blacktown residents.

• ‘Appearance of Mount Druitt CBD’ and ‘domestic garbage and recycling’ were ranked in the

bottom 5 in terms of satisfaction.

• ‘Keeping public places clean’ and ‘graffiti removal’ were identified as being in the top 6 measures

with the largest performance gaps.

• ‘Litter control and rubbish dumping’ was the strongest driver of overall satisfaction. ‘Domestic

garbage and recycling’ as well as ‘keeping public places clean’ were also in the top 14 drivers.

Protection of the natural environment

Protection of the natural environment also emerged as a theme.

• Protection of natural bushland was one of the top 8 drivers of overall satisfaction. This measure was

also ranked 4th in terms of importance.

• ‘Healthy natural waterways’ was ranked 2nd in terms of importance overall.

• ‘Protecting bush land and biodiversity during development’, ‘Healthy natural waterways’ and

‘protection of natural bushland’ were identified as being in the top 15 measures with the largest

performance gaps.

Key Areas for Engagement & Consultation





Car parking, roads and connectivity

Maintaining roads and the availability of parking were frequently mentioned throughout the report.

• ‘Maintaining/upgrading roads’ and ‘availability, control and cost of car parking’ were mentioned

in the top 10 challenges facing the area for Blacktown residents.

• ‘Condition of local roads’ was ranked 3rd overall in terms of importance.

• 3 of the bottom 5 rated measures in terms of satisfaction related to availability of car parking in the

local area, suggesting it is key concern for residents across all areas of the LGA.

• ‘Availability of car parking near train stations and bus interchanges’, ‘availability of car parking in

Blacktown CBD’, and ‘condition of local roads’ were ranked in the top 5 measures with the largest

performance gaps.

• ‘Condition of local roads’ and ‘availability of car parking near train stations and bus interchanges’

were 2 of the top 14 drivers of overall satisfaction.

As well as roads, footpaths were frequently mentioned throughout the report.

• ‘Condition of footpaths’ and ‘access to footpath networks’ were 2 of the top 8 drivers of overall

satisfaction.

• ‘Condition of footpaths’ was also within the top 10 measures with the largest performance gaps.

Managing overpopulation and development in the area

Managing development and population growth in the area was top of mind for Blacktown residents.

• 33% of residents suggested ‘overpopulation and development’ as a key challenge facing the area

in the next 10 years.

• ‘Managing new development in your area’ and ‘protecting bush land and biodiversity during

development’ were 2 measures identified as being in the top 10 measures with the largest

performance gaps.

• ‘Managing new development in your area’ was also one of the top 5 drivers of overall satisfaction.

• ‘Protecting bush land and biodiversity during development’ was ranked 5th in terms of importance.




.

Background and

Methodology




Background and Methodology Blacktown City Council sought to examine community attitudes and perceptions towards current and

future services and facilities provided by Council. Key objectives of the research included:

• Assessing and establishing the community’s priorities and satisfaction in relation to Council activities,

services, and facilities

• Identifying the community’s overall level of satisfaction with Council’s performance

• Identifying methods of communication and engagement with Council

• Identifying top priority areas for Council to focus on.

To facilitate this, Micromex Research was contracted to develop a survey template that enabled Council

to effectively analyse attitudes and trends within the community.

Questionnaire

Micromex Research, together with Blacktown City Council, updated the 2017 questionnaire.

A copy of the questionnaire is provided in Appendix C.

Data collection

The survey was conducted during the period 7th-18th November 2019 from 4:30pm to 8:30pm Monday to

Friday, and from 10am to 4pm Saturday.

Survey area

Blacktown City Council Local Government Area.

Sample selection and error

A total of 603 resident interviews were completed.

460 of the 603 respondents were selected by means of a computer based random selection process using

the electronic White Pages and SamplePages. The remaining 143 respondents were ‘number harvested’

via face-to-face intercept at a number of areas around the Blacktown LGA, i.e. Westpoint Shopping

Centre, Blacktown Train Station, Mount Druitt Train Station and Stanhope Leisure Centre/shops.

A sample size of 603 residents provides a maximum sampling error of plus or minus 4.0% at 95% confidence.

This means that if the survey was replicated with a new universe of N=603 residents, 19 times out of 20 we

would expect to see the same results, i.e. +/- 4.0%.

For the survey under discussion the greatest margin of error is 4.0%. This means, for example, that an answer

such as ‘yes’ (50%) to a question could vary from 46% to 54%.

The sample was weighted by age and gender to reflect the 2016 ABS Census data for Blacktown City

Council.

Interviewing

Interviewing was conducted in accordance with the AMSRS (Australian Market and Social Research

Society) Code of Professional Behaviour.




Background and Methodology Prequalification

Participants in this survey were pre-qualified as being over the age of 18, and not working for, nor having

an immediate family member working for, Blacktown City Council.

Data analysis

The data within this report was analysed using Q Professional.

Significance difference testing is a statistical test performed to evaluate the difference between two

measurements. To identify the statistically significant differences between the groups of means, ‘One-Way

Anova tests’ and ‘Independent Samples T-tests’ were used. ‘Z Tests’ were also used to determine

statistically significant differences between column percentages.

Within the report, ▲▼ and blue and red font colours are used to identify statistically significant differences

between groups, i.e., gender, age, and ratepayer status.

Ratings questions

The Unipolar Scale of 1 to 5, where 1 was the lowest importance or satisfaction and 5 the highest

importance or satisfaction, was used in all rating questions.

This scale allowed us to identify different levels of importance and satisfaction across respondents.

Top 2 Box: refers to the aggregate percentage (%) score of the top two scores for importance. (i.e.

Important & Very Important)

Note: Only respondents who rated services/facilities a 4 or 5 in importance were asked to rate their

satisfaction with that service/facility.

Top 3 Box: refers to the aggregate percentage (%) score of the top three scores for satisfaction. (i.e.

Somewhat Satisfied, Satisfied & Very Satisfied).

Percentages

All percentages are calculated to the nearest whole number and therefore the total may not exactly

equal 100%.

Micromex LGA Benchmark

Micromex has worked for over 90 LGAs in the last 10 years and conducted over 70 community satisfaction

surveys since 2016. We have compared Blacktown City Council results against those of the developed

Council Benchmarks based on over 30,000 interviews.

Sample Profile




Sample Profile

A sample size of 603 residents provides a maximum sampling error of plus or minus 4.0% at 95% confidence. The sample has been

weighted by age and gender to reflect the 2016 ABS community profile of Blacktown City Council.

Gender

Male 49% Female 51%

34%30%

22%

9%5%

18-34 35-49 50-64 65-75 75+

Age

Time Lived in the Area

N=603

Telephone

Interviews with

Blacktown City

Council

Residents

4% 7%11%

21%

57%

Up to 2

years

2-5 years 6-10 years 11-20 years More than

20 years

Country of birth

Australia 68% Overseas 32% Ratepayer

75%

Ratepayer status

Non-ratepayer

25%

Lease

Key Findings




Key Findings

Overview (Overall satisfaction)

Summary

Overall satisfaction with Council scores have remained consistent with previous years, with 91% of residents

being at least somewhat satisfied. The mean rating of 3.64 is higher than the Micromex LGA Metro

Benchmark.

Q7. Overall, for the last 12 months, how satisfied are you with the performance of Blacktown City Council, not just

on one or two issues, but across all responsibility areas?

T3B Satisfaction Scores

Mean ratings 3.64 3.67 3.66 3.75 3.73

Blacktown City

Council

Micromex LGA

Benchmark –

Metro

Mean ratings 3.64 3.55

T3B Satisfaction 91% 90%

Scale: 1 = not at all satisfied, 5 = very satisfied

91% 92% 93% 94% 94%

2019 2017 2015 2013 2011

3%

7%

32%

47%

11%

2%

7%

28%

51%

12%

0% 20% 40% 60%

Not at all satisfied

Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied

Blacktown City Council N=603 Micromex LGA Benchmark - Metro N=19,937




Key Findings

Overview (Council’s Level of Communication)

Summary

88% of residents are at least somewhat satisfied with Council’s level of communication. The mean rating of

3.60 is significantly higher than the Micromex Metro LGA Benchmark.

Q4. How satisfied are you with the level of communication Council currently has with the community?

T3B Satisfaction Scores

↑↓ = Significantly higher/lower rating (compared to the benchmark)

Mean

ratings 3.60 3.69 3.70 3.79 3.73

Blacktown City

Council

Micromex LGA

Benchmark –

Metro

Mean ratings 3.60↑ 3.44


5%

11%

29%

45%

10%

6%

6%

26%

46%

16%

0% 20% 40% 60%


Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied

Blacktown City Council N=603 Micromex LGA Benchmark - Metro N=7,528

88% 89% 89% 93% 92%

2019 2017 2015 2013 2011




Key Findings

Overview (Key challenges facing the area)

Summary

Similar to previous research, 33% of residents view overpopulation and development as a key challenge

facing the area in the next 10 years. Residents also suggested maintaining and improving the current

services and facilities that are available to them as a challenge (22%), General appearance and

cleanliness of the area as well as community safety/crime prevention were also key concerns for Blacktown

residents.

Q9. What are the key challenges facing Blacktown City Council in the next 10 years?

Word Frequency Tagging

Verbatim responses for this question were collated and entered into analytical software. This analysis ‘counts’ the number of times a

particular word or phrase appears and, based on the frequency of that word or phrase, a font size is generated. The larger the font,

the more frequently the word or sentiment is mentioned.

10%

11%

11%

12%

12%

14%

14%

22%

33%

0% 5% 10% 15% 20% 25% 30% 35%

Services/facilities for youth and children

Public transport

Availability, control and cost of car parking

Maintaining/upgrading roads

Traffic management/control of congestion

Community safety/crime prevention

Appearance/cleanliness of the area/litter control and

waste management

Maintaining and improving infrastructure, services and

facilities

Overpopulation and development

Base: N=603 Please see appendix B for list of responses




Key Findings

Overview (Opportunities to have a say)

Summary

86% of residents are at least somewhat satisfied with the opportunities to have a say on important issues.

This result has remained on par with 2017.

Q10. How satisfied are you with the opportunities to have a say on important issues?

Ratepayer Non-ratepayer Born in Australia Born overseas

Mean ratings 3.35 4.02▲ 3.44 3.69

Scale: 1= not at all satisfied, 5 = very satisfied

▲▼ = A significantly higher/lower level of satisfaction (by group)

Overall

2019

Overall

2017 Male Female 18-34 35-49 50-64 65-74 75+

Mean

ratings 3.52 3.53 3.53 3.50 3.61 3.51 3.40 3.45 3.62

4%

11%

26%

45%

14%

7%

7%

29%

41%

16%

0% 10% 20% 30% 40% 50%


Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied

2019 N=603 2017 N=602




Key Findings

A core element of this community survey was the rating of 53 facilities/services in terms of Importance and

Satisfaction. The following analysis identifies the key importance and satisfaction trends when compared

to the 2017 research.

Key Importance Trends

Compared to the previous research conducted in 2017, there were significant increases in residents’ levels

of importance for 3 of the comparable 49 services and facilities provided by Council, these were:

2019 2017

Healthy natural waterways 4.73 4.62

Protecting bush land and biodiversity during development 4.61 4.45

Protection of natural bush land 4.61 4.49

There was also a significant decline in residents’ level of importance placed on the following:

2019 2017

Condition of sports fields and facilities 4.22 4.36

Access to sporting and recreational facilities 4.14 4.36

Library facilities and services 3.97 4.15

Community centres & halls 3.93 4.08

Scale: 1 = not at all important, 5 = very important

Key Satisfaction Trends

Over the same period there was a significant increase in residents’ levels of satisfaction across 2

services/facilities provided by Council, these were:

2019 2017

Condition of cycleways 3.83 3.57

Appearance of Blacktown CBD 3.35 3.15


There were no significant declines in residents’ levels of satisfaction across the services and facilities

provided by Council.




Key Findings Importance

The following services/facilities received the highest importance ratings:

Top 5 for Importance Mean

ratings T2 Box

Keeping public places clean 4.75 95%

Healthy natural waterways 4.73 92%

Condition of local roads 4.72 94%

Domestic garbage and recycling 4.68 95%

Access to public transport 4.67 90%

The following services/facilities received the lowest importance ratings:

Bottom 5 for Importance Mean

ratings T2 Box

Blacktown Arts Centre facilities and services 3.00 34%

Council internet/computer service 3.28 46%

Childcare facilities and services 3.34 53%

Availability of parking in Mount Druitt CBD 3.69 60%

Appearance of Mount Druitt CBD 3.71 61%


Satisfaction

The following services/facilities received the highest satisfaction ratings:

Top 5 for Satisfaction Mean

ratings T3 Box

Library facilities and services 4.40 100%

Blacktown International Sports Park 4.33 97%

Domestic garbage and recycling 4.20 94%

Council internet/computer service 4.11 95%

Community centres and halls 4.10 94%

The following services/facilities received the lowest satisfaction ratings:

Bottom 5 for Satisfaction Mean

ratings T3 Box

Availability of car parking near train stations and bus interchanges 2.73 57%

Availability of car parking in Blacktown CBD 2.73 59%

Public toilets 2.84 61%

Availability of car parking in Mount Druitt CBD 2.96 61%

Appearance of Mount Druitt CBD 3.00 68%





Key Findings The following table shows the hierarchy of the 53 services/facilities ranked by the top 2 box importance

ratings, as well as residents’ corresponding top 3 box satisfaction ratings. The services/facilities ranked most

important by residents, based on the top 2 box importance scores are ‘domestic garbage and recycling’

and ‘keeping public places clean’, with top 2 box importance scores of 95%. For the most part, the majority

of services/facilities provided by Council are considered highly important, with only 13 measures falling

below a 70% T2B rating. This is why further analysis is needed to determine the services/facilities that actually

drive overall satisfaction with Council.

Domestic garbage and recycling 95% 94%

Keeping public places clean 95% 82%

Condition of local roads 94% 75%

Protection of natural bush land 93% 89%

Protecting bush land and biodiversity during

development 92% 84%

Healthy natural waterways 92% 82%

Litter control and rubbish dumping 91% 91%

Support for people with a disability 91% 87%

Protection of the local environment 90% 91%

Access to public transport 90% 87%

Availability of car parking near train stations

and bus interchanges 90% 57%

Storm water drain flood prevention 89% 90%

Support for aged persons 89% 89%

Community safety/crime prevention 89% 85%

Condition of local parks and playgrounds 88% 85%

Encouragement of local employment 88% 85%

Traffic management on local roads 88% 81%

Support for local business 87% 89%

Support for youth 87% 85%

Condition of footpaths 87% 77%

Council's water and energy use 84% 94%

Access to parks and playgrounds 84% 94%

Council's provision of information to residents 84% 81%

Managing new development in your area 83% 73%

Public toilets 83% 61%

Swimming pools and leisure centres 81% 94%

Condition of sports fields and facilities 81% 94%

Access to footpath networks 81% 83%

Protecting heritage values and buildings 80% 88%

Development compatible with the local area 80% 80%

Community involvement in environmental issues 79% 88%

Appearance of Blacktown CBD 79% 79%

Enforcement of planning and development

controls 79% 77%

Graffiti removal 79% 68%

Access to sporting and recreational facilities 78% 94%

Council's effort to reduce its own environmental

impact 76% 86%

Availability of car parking in Blacktown CBD 78% 59%

Support for the multicultural community 73% 94%

Opportunities to participate in Council decision

making 71% 76%

Importance T2B Service/Facility (Ranked by importance)

Satisfaction T3B




Key Findings - Continued

Library facilities and services 70% 100%

Community centres & halls 69% 94%

Addressing climate change 67% 74%

Blacktown International Sports Park 66% 97%

Festivals and major events 66% 96%

Promoting Blacktown City as a visitor destination 64% 88%

Dog and cat control 64% 86%

Condition of cycleways 62% 90%

Access to cycleway networks 61% 90%

Appearance of Mount Druitt CBD 61% 68%

Availability of car parking in Mount Druitt CBD 60% 61%

Childcare facilities and services 53% 94%

Council internet/computer service 46% 95%

Blacktown Arts Centre facilities and services 34% 94%

Importance T2B Service/Facility (Ranked by importance)

Satisfaction T3B




Comparison to the Micromex LGA Benchmark

By charting residents’ top 2 importance scores (important/very important) against the LGA Metro

Benchmark scores we can see, for the most part, that the majority of comparable service/facilities

provided by Council are deemed equal to, if not more important than Benchmark norms.

Importance T2B – Blacktown City Council Vs LGA Benchmark

30%

40%

50%

60%

70%

80%

90%

100%

Blacktown City Council T2B Importance LGA Metro Benchmark T2B Importance




Comparison to the Micromex LGA Benchmark The table below shows the variance between Blacktown City Council’s top 2 box importance scores and

the Micromex LGA Metro Benchmark. We can see that for 30 of the comparable services/facilities,

residents’ top 2 box scores are higher than, or equal to the Benchmark score. For those that are lower than

Benchmark norms, 4 services, ‘Blacktown International Sports Park’, ‘availability of car parking in Mount

Druitt CBD’, ‘Blacktown Arts Centre facilities and Services’, and ‘Appearance of Mount Druitt CBD’

experienced a variance of ≥10%.

Service/Facility

Blacktown City

Council

T2B

Importance

Scores

Micromex LGA

Benchmark –

Metro

T2B

Importance

Scores

Variance

Support for youth 87%▲ 69% 18%

Swimming pools and leisure centres 81%▲ 68% 13%

Support for aged persons 89%▲ 77% 12%

Graffiti removal 79%▲ 67% 12%

Promoting Blacktown City as a visitor destination 64%▲ 52% 12%

Keeping public places clean 95%▲ 84% 11%

Support for people with a disability 91%▲ 81% 10%

Storm water drain flood prevention 89% 80% 9%

Availability of car parking near train stations and bus interchanges 90% 82% 8%

Protection of natural bush land 93% 85% 8%

Condition of cycleways 62% 54% 8%

Support for the multicultural community 73% 66% 7%

Access to cycleway networks 61% 54% 7%

Community centres & halls 69% 62% 7%

Protecting bush land and biodiversity during development 92% 86% 6%

Protecting heritage values and buildings 80% 74% 6%

Festivals and major events 66% 61% 5%

Protection of the local environment 90% 86% 4%

Encouragement of local employment 88% 84% 4%

Condition of local roads 94% 90% 4%

Healthy natural waterways 92% 89% 3%

Public toilets 83% 80% 3%

Condition of sports fields and facilities 81% 78% 3%

Support for local business 87% 84% 3%

Condition of local parks and playgrounds 88% 85% 3%

Litter control and rubbish dumping 91% 89% 2%

Council's provision of information to residents 84% 82% 2%

Condition of footpaths 87% 86% 1%

Access to sporting and recreational facilities 78% 78% 0%

Domestic garbage and recycling 95% 95% 0%

Community safety/crime prevention 89% 90% -1%

Traffic management on local roads 88% 89% -1%

Access to parks and playgrounds 84% 85% -1%

Managing new development in your area 83% 85% -2%

Access to public transport 90% 92% -2%

Council's effort to reduce its own environmental impact 76% 78% -2%

Dog and cat control 64% 66% -2%

Library facilities and services 70% 74% -4%

Availability of car parking in Blacktown CBD 78% 82% -4%

Access to footpath networks 81% 86% -5%

Development compatible with the local area 80% 85% -5%

Opportunities to participate in Council decision making 71% 76% -5%

Appearance of Blacktown CBD 79% 84% -5%

Enforcement of planning and development controls 79% 85% -6%

Childcare facilities and services 53% 61% -8%

Blacktown International Sports Park 66%▼ 78% -12%

Availability of car parking in Mount Druitt CBD 60%▼ 82% -22%

Blacktown Arts Centre facilities and services 34%▼ 57% -23%

Appearance of Mount Druitt CBD 61%▼ 84% -23% ▲/▼ = positive/negative difference equal to/greater than 10% from LGA Benchmark

Note: Benchmark differences are based on assumed variants of +/- 10%, with variants beyond +/- 10% more likely to be significant





When viewing the results of the top 3 box satisfaction scores (somewhat satisfied/satisfied/very satisfied),

Blacktown City Council is performing above the LGA Benchmark across a number of comparable

services/facilities. The table on the following page further analyses the variance between Blacktown City

Council T3B satisfaction scores and Benchmark norms.

Satisfaction T3B – Blacktown City Council Vs LGA Benchmark

50%

60%

70%

80%

90%

100%

Blacktown City Council T3B Satisfaction Micromex LGA Metro Benchmark T3B Satisfaction





The table below shows the variance between Blacktown City Council’s top 3 box satisfaction scores and

the Micromex LGA Metro Benchmark. We can see that for 36 of the comparable services/facilities,

residents’ top 3 box scores are higher than, or equal to the Benchmark score. For those that are lower than

Benchmark norms, 2 services, ‘graffiti removal’, and ‘appearance of Mount Druitt CBD’, experienced a

variance of ≥10%.

Service/Facility

Blacktown City

Council

T3B

Satisfaction

Scores

Micromex LGA

Benchmark –

Metro

T3B Satisfaction

Scores

Variance

Access to cycleway networks 90%▲ 70% 20%

Condition of cycleways 90%▲ 70% 20%

Litter control and rubbish dumping 91%▲ 78% 13%

Traffic management on local roads 81%▲ 69% 12%

Development compatible with the local area 80%▲ 69% 11%

Support for the multicultural community 94%▲ 84% 10%

Access to footpath networks 83%▲ 73% 10%

Opportunities to participate in Council decision making 76% 68% 8%

Enforcement of planning and development controls 77% 69% 8%

Protecting heritage values and buildings 88% 80% 8%

Swimming pools and leisure centres 94% 86% 8%

Blacktown Arts Centre facilities and services 94% 87% 7%

Promoting Blacktown City as a visitor destination 88% 81% 7%

Childcare facilities and services 94% 87% 7%

Blacktown International Sports Park 97% 91% 6%

Library facilities and services 100% 94% 6%

Festivals and major events 96% 90% 6%

Storm water drain flood prevention 90% 85% 5%

Access to public transport 87% 82% 5%

Community centres & halls 94% 89% 5%

Support for local business 89% 85% 4%

Protection of the local environment 91% 87% 4%

Managing new development in your area 73% 69% 4%


Council's effort to reduce its own environmental impact 86% 82% 4%

Access to parks and playgrounds 94% 90% 4%

Condition of sports fields and facilities 94% 91% 3%

Access to sporting and recreational facilities 94% 91% 3%


Support for youth 85% 83% 2%

Support for people with a disability 87% 85% 2%


Support for aged persons 89% 88% 1%




Community safety/crime prevention 85% 87% -2%

Availability of car parking in Mount Druitt CBD 61% 63% -2%

Healthy natural waterways 82% 84% -2%


Protecting bush land and biodiversity during development 84% 87% -3%

Keeping public places clean 82% 85% -3%

Availability of car parking in Blacktown CBD 59% 63% -4%

Condition of local parks and playgrounds 85% 90% -5%

Availability of car parking near train stations and bus interchanges 57% 63% -6%

Appearance of Blacktown CBD 79% 85% -6%

Public toilets 61% 70% -9%

Graffiti removal 68%▼ 80% -12%

Appearance of Mount Druitt CBD 68%▼ 85% -17%

▲/▼ = positive/negative difference equal to/greater than 10% from LGA Benchmark

Note: Benchmark differences are based on assumed variants of +/- 10%, with variants beyond +/- 10% more likely to be significant




Key Findings

Identifying Priorities via Specialised Analysis

The specified research outcomes required us to measure both community importance and community

satisfaction with a range of specific service delivery areas. In order to identify core priorities, we undertook

a 2-step analysis process on the stated importance and rated satisfaction data, after which we conducted

a third level of analysis. This level of analysis was a Shapley Regression on the data in order to identify which

facilities and services are the actual drivers of overall satisfaction with Council.

By examining these approaches to analysis, we have been able to:

• Identify and understand the hierarchy of community priorities

• Inform the deployment of Council resources in line with community aspirations.

Step 1. Performance Gap Analysis (PGA)

PGA establishes the gap between importance and satisfaction. This is calculated by subtracting the top 3

satisfaction score from the top 2 importance score. In order to measure performance gaps, respondents

are asked to rate the importance of, and their satisfaction with, each of a range of different services or

facilities on a scale of 1 to 5, where 1 = low importance or satisfaction and 5 = high importance or

satisfaction. These scores are aggregated at a total community level.

The higher the differential between importance and satisfaction, the greater the difference is between the

provision of that service by Blacktown City Council and the expectation of the community for that

service/facility.

In the table on the following page, we can see the 53 services and facilities that residents rated by

importance and then by satisfaction.

When analysing the performance gaps, it is expected that there will be some gaps in terms of resident

satisfaction. Those services/facilities that have achieved a performance gap of greater than 20% may be

indicative of areas requiring future optimisation.

Performance Gap Analysis

Quadrant Analysis

Shapley Regression Analysis

Determine the services/facilities that drive

overall satisfaction with Council




Key Findings

When analysing performance gap data, it is important to consider both stated satisfaction and the

absolute size of the performance gap.

Performance Gap Ranking

Availability of car parking near train stations and bus interchanges 90% 57% 33%



Availability of car parking in Blacktown CBD 78% 59% 19%

Keeping public places clean 95% 82% 13%

Graffiti removal 79% 68% 11%




Protecting bush land and biodiversity during development 92% 84% 8%

Traffic management on local roads 88% 81% 7%


Support for people with a disability 91% 87% 4%

Community safety/crime prevention 89% 85% 4%

Access to public transport 90% 87% 3%

Condition of local parks and playgrounds 88% 85% 3%



Support for youth 87% 85% 2%

Enforcement of planning and development controls 79% 77% 2%


Litter control and rubbish dumping 91% 91% 0%

Support for aged persons 89% 89% 0%

Development compatible with the local area 80% 80% 0%

Appearance of Blacktown CBD 79% 79% 0%

Protection of the local environment 90% 91% -1%

Storm water drain flood prevention 89% 90% -1%

Availability of car parking in Mount Druitt CBD 60% 61% -1%

Support for local business 87% 89% -2%

Access to footpath networks 81% 83% -2%

Opportunities to participate in Council decision making 71% 76% -5%

Addressing climate change 67% 74% -7%

Appearance of Mount Druitt CBD 61% 68% -7%

Protecting heritage values and buildings 80% 88% -8%

Community involvement in environmental issues 79% 88% -9%

Council's water and energy use 84% 94% -10%

Access to parks and playgrounds 84% 94% -10%

Council's effort to reduce its own environmental impact 76% 86% -10%

Condition of sports fields and facilities 81% 94% -13%

Swimming pools and leisure centres 81% 94% -13%

Access to sporting and recreational facilities 78% 94% -16%

Support for the multicultural community 73% 94% -21%


Promoting Blacktown City as a visitor destination 64% 88% -24%

Community centres & halls 69% 94% -25%

Condition of cycleways 62% 90% -28%

Access to cycleway networks 61% 90% -29%

Library facilities and services 70% 100% -30%

Festivals and major events 66% 96% -30%

Blacktown International Sports Park 66% 97% -31%

Childcare facilities and services 53% 94% -41%

Council internet/computer service 46% 95% -49%

Blacktown Arts Centre facilities and services 34% 94% -60%

Service/Facility Importance

T2 Box

Satisfaction

T3 Box

Performance

Gap

(Importance-

Satisfaction)




Key Findings

When we examine the largest performance gaps, we can identify that the majority of the services or

facilities have been rated as ‘high’ to ‘extremely high’ in importance. Resident satisfaction for all of these

areas is between 57% and 84%, which indicates that their satisfaction for these measures is ‘moderate’ to

‘very high’.

Service/Facility Importance

T2 Box

Satisfaction

T3 Box

Performance

Gap

(Importance-

Satisfaction)

Availability of car parking near train stations and bus

interchanges 90% 57% 33%



Availability of car parking in Blacktown CBD 78% 59% 19%

Keeping public places clean 95% 82% 13%

Graffiti removal 79% 68% 11%





development 92% 84% 8%

The key outcomes of this analysis would suggest that, while there are opportunities to improve satisfaction

across a range of services/facilities, ‘availability of car parking near train stations and bus interchanges’ is

the area of least relative satisfaction.

Note: Performance gap is the first step in the process, we now need to identify comparative ratings across

all services and facilities to get an understanding of relative importance and satisfaction at an LGA level.

This is when we undertake step 2 of the analysis.




Key Findings Quadrant Analysis

Step 2. Quadrant Analysis

Quadrant analysis is often helpful in planning future directions based on stated outcomes. It combines the

stated importance of the community and assesses satisfaction with delivery in relation to these needs.

This analysis is completed by plotting the variables on x and y axes, defined by stated importance and

rated satisfaction. We aggregate the top 2 box importance scores and top 3 satisfaction scores for

stated importance and rated satisfaction to identify where the facility or service should be plotted. On

average, Blacktown City Council residents rated services/facilities slightly more important compared to

our Benchmarks, and their satisfaction was also higher.

Quadrant Analysis – Importance T2B Vs Satisfaction T3B

Blacktown City

Council

Micromex Metro

Benchmark

Average Importance 79% 78%

Average Satisfaction 84% 81%




Key Findings Explaining the 4 quadrants

Attributes in the top right quadrant, MAINTAIN, such as ‘domestic garbage and recycling’, are Council’s

core strengths, and should be treated as such. Maintain, or even attempt to improve your position in these

areas, as they are influential and address clear community needs.

Attributes in the top left quadrant, IMPROVE, such as ‘availability of car parking near train stations and bus

interchanges’ are key concerns in the eyes of your residents. In the vast majority of cases you should aim

to improve your performance in these areas to better meet the community’s expectations.

Attributes in the bottom left quadrant, NICHE, such as ‘appearance of Mount Druitt CBD’, are of a relatively

lower priority (and the word ‘relatively’ should be stressed – they are still important). These areas tend to be

important to a particular segment of the community.

Finally, attributes in the bottom right quadrant, COMMUNITY, such as ‘Blacktown arts centre facilities and

services’, are core strengths, but in relative terms they are deemed less overtly important than other directly

obvious areas. However, the occupants of this quadrant tend to be the sort of services and facilities that

deliver to community liveability, i.e. make it a good place to live.

Recommendations based only on stated importance and satisfaction have major limitations, as the actual

questionnaire process essentially ‘silos’ facilities and services as if they are independent variables, when

they are in fact all part of the broader community perception of council performance.

Residents’ priorities identified in stated importance/satisfaction analysis often tend to be in areas that are

problematic. No matter how much focus a council dedicates to ‘condition of local roads’, it will often be

found in the IMPROVE quadrant. This is because, perceptually, the condition of local roads can always be

better.

Furthermore, the outputs of stated importance and satisfaction analysis address the current dynamics of

the community, they do not predict which focus areas are the most likely agents to change the

community’s perception of Council’s overall performance.

Therefore, in order to identify how Blacktown City Council can actively drive overall community satisfaction,

we conducted further analysis.




Step 3. The Shapley Value Regression

Explanation

This model was developed by conducting specialised analysis from over 30,000 LGA interviews conducted

since 2005. In essence, it proved that increasing resident satisfaction by actioning the priorities they stated

as being important does not necessarily positively impact on overall satisfaction with the Council. This

regression analysis is a statistical tool for investigating relationships between dependent variables and

explanatory variables.

In 2014, we revised the Shapley Regression Analysis to identify the directional contribution of key services

and facilities with regard to optimisers/barriers with Council’s overall performance.

What Does This Mean?

The learning is that if we only rely on the stated community priorities, we will not be allocating the

appropriate resources to the actual service attributes that will improve overall community satisfaction.

Using regression analysis, we can identify the attributes that essentially build overall satisfaction. We call the

outcomes ‘derived importance’.

Identify top services/facilities that will drive overall satisfaction with Council

Map stated satisfaction and derived importance to identify community priority areas

Determine 'optimisers' that will lift overall satisfaction with Council




Key Findings Key Drivers of Satisfaction with Blacktown City Council

The results in the chart below provide Blacktown City Council with a complete picture of the intrinsic

community priorities and motivations, and identify what attributes are the key drivers of community

satisfaction.

The top 14 services/facilities account for almost 55% of overall satisfaction with Council. As such, the

remaining 39 attributes comparatively, have only a lesser impact on the community’s satisfaction. So, while

all 53 service/facility areas are important, only a number of them are significant drivers of the community’s

overall satisfaction with Council.

These Top 14 Indicators Contribute to Over 50% of Overall Satisfaction with Council

The contributors to satisfaction are not to be misinterpreted as an indication of

current dissatisfaction

These 14 services/facilities are the key community priorities and by addressing these, Blacktown City

Council will improve overall community satisfaction. The score assigned to each area indicates the

percentage of influence each attribute contributes to overall satisfaction with Council.

In the above chart, ‘public toilets’ contributes 2.7% towards overall satisfaction, while ‘litter control and

rubbish dumping’ (6.6%) is a far stronger driver, contributing more than twice as much to overall satisfaction

with Council.

2.7%

2.9%

3.0%

3.1%

3.2%

3.2%

3.4%

3.4%

3.7%

4.5%

4.7%

4.9%

5.5%

6.6%

0.0% 2.0% 4.0% 6.0% 8.0% 10.0%

Public toilets

Access to sporting and recreational facilities

Keeping public places clean

Domestic garbage and recycling

Access to public transport

Condition of sports fields and facilities

Protection of natural bush land

Access to footpath networks

Condition of footpaths


making

Condition of local roads

Managing new development in your area

Availability of car parking near train and bus stations

Litter control and rubbish dumping




Key Findings Clarifying Priorities

By mapping satisfaction against derived importance, we can see that, for some of the core drivers, Council

is already providing ‘moderately high’ or greater levels of satisfaction, i.e. ‘domestic garbage and

recycling’, ‘access to sporting and recreational facilities’, ‘litter control and rubbish dumping’, ‘condition

of sports fields and facilities’, ‘access to public transport’ and ‘protection of natural bush land’. Council

should look to maintain/consolidate their delivery in these areas.

It is also apparent that there is room to elevate satisfaction within the variables that fall in the ‘lower’ and

‘moderate satisfaction’ regions of the chart. If Blacktown City Council can address these core drivers, they

will be able to improve resident satisfaction with their performance.

Mapping Stated Satisfaction and Derived Importance

Identifies the Community Priority Areas

This analysis indicates that areas such as ‘managing new development in your area’, ‘condition of local

roads’, ‘opportunities to participate in Council decision making’, ‘condition of footpaths’, ‘keeping public

places clean’ and ‘access to footpath networks’ could possibly be targeted for optimisation.

Furthermore, areas such as ‘public toilets’ and ‘availability of car parking near train stations and bus

interchanges’, are issues Council should be looking to understand resident expectations and/or more

actively inform/engage residents of Council’s position and advocacy across these areas.




Key Findings Advanced Shapley Outcomes

The chart below illustrates the positive/negative contribution the key drivers provide towards overall

satisfaction. Some drivers can contribute both negatively and positively depending on the overall opinion

of the residents.

The scores on the negative indicate the contribution the driver makes to impeding transition towards

satisfaction. If we can address these areas we will see a lift in our future overall satisfaction results, as we

will positively transition residents who are currently ‘not at all satisfied’ towards being ‘satisfied’ with

Council’s overall performance.

The scores on the positive indicate the contribution the driver makes towards optimising satisfaction. If we

can address these areas we will see a lift in our future overall satisfaction results, as we will positively

transition residents who are currently already ‘somewhat satisfied’, towards being more satisfied with

Council’s overall performance.

Key Contributors to Barriers/Optimisers

Different levers address the different levels of satisfaction across the community

-4.1%

-4.0%

-3.9%

-3.2%

-3.9%

-2.1%

-3.0%

-1.0%

-0.3%

-2.3%

-1.0%

-1.3%

-0.4%

-1.9%

2.5%

1.5%

1.0%

1.5%

0.6%

1.6%

0.4%

2.4%

2.9%

0.9%

2.1%

1.7%

2.5%

0.7%

-6.0% -4.0% -2.0% 0.0% 2.0% 4.0% 6.0%



interchanges



Opportunities to participate in Council decision making









Public toilets

Barriers

(56%)

Optimisers

(44%)




Key Findings Re-Run of Key Drivers of Satisfaction with Blacktown City Council

The chart below is a re-run of the key drivers contributing to overall satisfaction, but with the inclusion of Q4

‘how satisfied are you with the level of communication Council currently has with the community?’. The

analysis highlights the importance of community engagement and consultation.

When we compare the results of the chart below against the previous results, ‘litter control and rubbish

dumping’ contributes 5.2% (previously 6.6%) towards overall satisfaction, while ‘the level of communication

Council currently has with the community (17.3%) is a far stronger driver, contributing to more than three

times as much towards overall satisfaction. Whilst the inclusion of ‘the level of communication Council

currently has with the community’ has slightly reduced the contribution of all other attributes, they remain

very similar to the previous results.

These Top 14 Indicators Contribute to over 60% of Overall Satisfaction with Council

2.4%

2.5%

2.6%

2.7%

2.8%

2.9%

3.2%

3.3%

3.7%

3.9%

4.3%

5.0%

5.2%

17.3%

0.0% 5.0% 10.0% 15.0% 20.0%

Traffic management on local roads




making


Condition of cycleways







interchanges


The level of communication Council currently has with

the community

The contributors to satisfaction are not to be misinterpreted as an indication of

current dissatisfaction.

Section A –

Satisfaction with Council

and the Local Area




Overall Satisfaction with Council’s Performance

Summary

91% of Blacktown City Council residents are at least somewhat satisfied with the performance of Council

over the last 12 months. Satisfaction increases with age.

Q7. Overall for the last 12 months, how satisfied are you with the performance of Blacktown City Council, not just

on one or two issues but across all responsibility areas?



2019 2017 2015 2013 2011

Mean ratings 3.64 3.67 3.66 3.75 3.73

Male Female 18-34 35-49 50-64 65+

Blacktown City Council 3.67 3.61 3.58 3.61 3.65 3.82▲

Micromex LGA

Benchmark - Metro 3.54 3.56 3.64 3.51 3.45 3.58

Ratepayer Non-

ratepayer

Born in

Australia

Born

Overseas

Blacktown City Council 3.59 3.79 3.62 3.68

Micromex LGA Benchmark -

Metro 3.51 3.68 3.54 3.57

2%

6%

28%

51%

13%

2%

7%

28%

51%

12%

0% 20% 40% 60%


Not very satisfied

Somewhat satisified

Satisified

Very satisified

2019 N=603 2017 N=602




Belonging to the Local Community Summary

72% of residents agree/strongly agree with the statement ‘I have a sense of belonging to my local

community’. Results have softened since 2017. Agreement increases with age and is marginally higher for

those born overseas.

Q8. How strongly do you agree with the following statement? ‘I have a sense of belonging to my local community’

Overall

2019

Overall

2017

Overall

2015 Male Female 18-34 35-49 50-64 65-74 75+

Mean ratings 3.79 3.89 3.92 3.81 3.78 3.76 3.78 3.79 3.88 3.94

Ratepayer Non-ratepayer Born in Australia Born

Overseas

Mean ratings 3.81 3.76 3.77 3.84

Scale: 1 = strongly disagree, 5 = strongly agree

2%

4%

18%

55%

21%

2%

4%

22%

56%

16%

0% 10% 20% 30% 40% 50% 60%

Strongly disagree

Disagree

Neither

Agree

Strongly agree

2019 N=594 2017 N=602




Key Challenges facing Blacktown City Council

Summary

Similar to previous research, 33% of residents view overpopulation and development as a key challenge

facing the area in the next 10 years. Residents also suggested maintaining and improving the current

services and facilities that are available to them as a challenge (22%), General appearance and

cleanliness of the area as well as community safety/crime prevention were also key concerns for Blacktown

residents.

Q9. What are the key challenges facing Blacktown City Council in the next 10 years?

Word Frequency Tagging

Verbatim responses for this question were collated and entered into analytical software. This analysis ‘counts’ the number of times a

particular word or phrase appears and, based on the frequency of that word or phrase, a font size is generated. The larger the font,

the more frequently the word or sentiment is mentioned.

10%

11%

11%

12%

12%

14%

14%

22%

33%

0% 5% 10% 15% 20% 25% 30% 35%

Services/facilities for youth and children

Public transport

Availability, control and cost of car parking

Maintaining/upgrading roads

Traffic management/control of congestion


Appearance/cleanliness of the area/litter control and

waste management

Maintaining and improving infrastructure, services and

facilities

Overpopulation and development

Base: N=603

Please see appendix B for list of responses




Opportunities to Have a Say

Summary

86% of residents are at least somewhat satisfied with the opportunities to have a say on important issues. This result

has remained on par with 2017.

Q10. How satisfied are you with the opportunities to have a say on important issues?


Mean ratings 3.35 4.02▲ 3.44 3.69

Scale: 1= not at all satisfied, 5 = very satisfied


Overall

2019

Overall

2017 Male Female 18-34 35-49 50-64 65-74 75+

Mean

ratings 3.52 3.53 3.53 3.50 3.61 3.51 3.40 3.45 3.62

4%

11%

26%

45%

14%

7%

7%

29%

41%

16%

0% 10% 20% 30% 40% 50%


Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied

2019 N=603 2017 N=602




Section B – Contact with





Contact with Council in the Last 12 Months

Summary

53% of residents had contacted Council in the last 12 months, a slight increase from 2017.

Those aged 35-49 were the most likely across age groups to have contacted Council, and the 18-34 age

group were significantly less likely to have contacted Council.

Q3a. Have you contacted Blacktown Council in the last 12 months?

▲▼ = A significantly higher/lower percentage (by group)

Overall

2019

Overall

2017

Overall

2015 Male Female 18-34 35-49 50-64 65-74 75+

Yes 53% 47% 51% 49% 57% 33%▼ 71%▲ 59% 51% 51%

No 47% 53% 49% 51% 43% 67% 29% 41% 49% 49%


Yes 56% 44% 54% 51%

No 44% 56% 46% 49%

Yes 53%No 47%

Base: N=603




Satisfaction with Contact with Council Summary

86% of residents were at least somewhat satisfied with the way their contact was handled. Although

satisfaction continues to soften from 2015, results are significantly higher than the Micromex LGA

Benchmark.

Q3b. [If yes in Q3a] how satisfied were you with the way your contact was handled?


↑↓ = A significantly higher/lower rating (compared to the benchmark)

Blacktown City Council Micromex LGA

Benchmark

Mean ratings 3.98↑ 3.76


Overall

2019

Overall

2017

Overall

2015 Male Female 18-34 35-49 50-64 65-74 75+

Mean

ratings 3.98 4.11 4.33 3.93 4.02 3.77 3.92 4.19 4.22 3.92


Mean ratings 3.97 4.01 3.98 3.98

6%

7%

8%

28%

51%

8%

6%

11%

31%

44%

0% 20% 40% 60%


Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied

2019 N=318 2017 N=284




Council’s Level of Communication Summary

88% of Blacktown residents are at least somewhat satisfied with Council’s level of communication. Across

demographics, satisfaction with the level of communication was significantly higher amongst those aged

75 and over, and non-ratepayers.

Q4. How satisfied are you with the level of communication Council currently has with the community?


▲▼= A significantly higher/lower level of satisfaction (by group)

2019 2017 2015 2013 2011

Mean ratings 3.60 3.69 3.70 3.79 3.73

Male Female 18-34 35-49 50-64 65-74 75+

Mean ratings 3.51 3.69 3.41 3.70 3.66 3.70 3.87▲

Ratepayer Non-ratepayer Born in Australia Born

overseas

Mean ratings 3.52 3.83▲ 3.58 3.64

3%

8%

22%

51%

16%

6%

6%

26%

46%

16%

0% 20% 40% 60%


Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied

2019 N=603 2017 N=602




Communication Mediums Summary

Similar to 2017, ‘publications/brochures’ were the most preferred communication methods for Blacktown

residents to receive information about Council decisions, events, activities and projects. ‘Email’ as a

preferred method significantly increased from 2017, and ‘newspaper articles/editorials/ads’, and

‘displays in libraries/leisure centres’ have significantly decreased.

Q5. Where do you receive information about Council decisions, events, activities and projects?

▲▼ = A significantly higher/lower percentage (by year)

Please see Appendix B for results by demographics

Other specified Count

Television 3

Radio 2

School advertisements 2

Displays in Council chambers 1

In person 1

Local community groups 1

Does not receive any information

from Council 1

1%

1%

4%

6%

13%

15%

42%

49%

47%

38%

53%

54%

53%

43%

56%

54%

61%

2%

1%

3%

10%

10%

24%▲

33%▼

37%

37%▼

44%

46%

50%

50%

50%

54%

54%

57%

0% 10% 20% 30% 40% 50% 60% 70%

Don't know

Other

SMS

Telephone

Public meeting/community forums

E-mail

Displays in libraries/leisure centres

Council page in local paper

Newspaper articles/editorials/ads

Social media

Council newsletter

Letters

Word of mouth

Internet (website)

Information with rates notices

Personalised mail

Publications/brochures

2019 N=603 2017 N=602




Section E – Importance of, and

Satisfaction with, Council Services &

Facilities




Service Areas A core element of this community survey was the rating of 53 facilities/services in terms of Importance and

Satisfaction. Each of the 53 facilities/services were grouped into service areas as detailed below:

Planning and Development


Enforcement of planning and development

controls

Protecting heritage values and buildings


development

Development compatible with the local area

City Architect and Transformational Design

Healthy natural waterways


Access to parks and playgrounds

Access to cycleway networks

City Assets


Appearance of Mount Druitt CBD

Appearance of Blacktown CBD

Condition of local parks and playgrounds



Public toilets

Graffiti removal


Storm water drain flood prevention

Council's water and energy use



Availability of car parking in Mount Druitt CBD

Availability of car parking in Blacktown CBD

Availability of car parking near train stations and

bus interchanges




An Explanation

The following pages detail the Shapley findings for each service area, make comparisons to the

Micromex LGA Benchmark and identify the stated importance and satisfaction ratings by key

demographics.

Importance

For the stated importance ratings, residents were asked to rate how important each of the criteria was to

them, on a scale of 1 to 5.

Satisfaction

Any resident who had rated the importance of a particular criterion a 4 or 5 was then asked how satisfied

they were with the performance of Council for that service or facility. There was an option for residents to

answer ‘don’t know’ to satisfaction, as they may not have personally used a particular service or facility.

City Living


Dog and cat control


Childcare facilities and services

Library facilities and services

Council internet/computer service, i.e. at a

library, community centre, etc

Blacktown Arts Centre facilities and services


Protection of the local environment

Community involvement in environmental issues

Addressing climate change

Council's effort to reduce its own environmental

impact

Community centres & halls

Swimming pools and leisure centres

Blacktown International Sports Park

Support for aged persons

Support for people with a disability

Support for youth

Support for the multicultural community

Corporate Services

Festivals and major events

Encouragement of local employment

Support for local business

Promoting Blacktown City as a visitor destination

Council's provision of information to residents


making




Influence on Overall Satisfaction The chart below summarises the influence of the 53 facilities/services on overall satisfaction with Council’s

performance, based on the Shapley Regression:

0.4%0.4%0.4%0.4%0.5%0.5%0.6%0.6%0.6%0.6%0.7%0.7%0.8%0.8%0.8%0.8%0.9%1.0%1.0%1.0%1.0%1.1%1.1%1.1%1.2%

1.4%1.4%1.5%1.5%1.6%1.6%1.6%1.7%1.9%1.9%

2.2%2.5%2.5%2.6%2.7%

2.9%3.0%3.1%3.2%3.2%3.4%3.4%

3.7%4.5%4.7%

4.9%5.5%

6.6%

0% 2% 4% 6% 8%





Council internet/computer service












Enforcement of planning and development controls



Council's effort to reduce its own environmental impact












Protecting bush land and biodiversity during development



Dog and cat control

Graffiti removal


Support for youth


Public toilets












Availability of car parking near train stations and bus interchanges





Key Service Areas’ Contribution to Overall

Satisfaction

By combining the outcomes of the regression data, we can identify the derived importance of the different

Nett Priority Areas.

‘City assets’ (46%) is the key contributor toward overall satisfaction with Council’s performance. Each of

the services/facilities grouped under this area averages 2.4%.

1.3%

1.8%

1.9%

1.5%

2.4%

5.4%

8.8%

11.6%

28.1%

46.1%

0% 10% 20% 30% 40% 50%

Nett: City Architect

and Transformational

Design

Nett: Planning and

Development

Nett: Corporate

Services

Nett: City Living

Nett: City Assets

Nett contribution Average service/facility




Service Area 1: City Living

Shapley Regression

Contributes to Almost 30% of Overall Satisfaction with Council

0.4%

0.4%

0.4%

0.5%

0.6%

0.6%

0.6%

0.8%

0.8%

1.0%

1.1%

1.4%

1.4%

1.5%

1.9%

2.5%

2.5%

3.1%

6.6%

28.1%

0% 10% 20% 30%




Council internet/computer service






Council's effort to reduce its own environmental impact





Dog and cat control


Support for youth



Nett: City Living





Hierarchy of Services/Facilities – Importance

Within the ‘City Living’ service area, in terms of importance, ‘domestic garbage collection and recycling’

is rated the most important, whilst the ‘Blacktown Arts Centre facilities and services’ is the facility of least

relative importance.









Community involvement in

environmental issues 79% NA

Council's effort to reduce its own

environmental impact 76% 78%

Support for the multicultural community 73% 66%



Addressing climate change 67% NA




Council internet/computer service 46% NA

Blacktown Arts Centre facilities and

services 34% 57%

Importance T2B Service/Facility (Ranked high – low)

LGA Benchmark T2B





Importance Mean Scores by Key Demographics

Overall Male Female 18-34 35-49 50-64 65-74 75+

Litter control and rubbish

dumping 4.61 4.56 4.67 4.57 4.69 4.59 4.54 4.63

Dog and cat control 3.81 3.65 3.96 3.94 3.79 3.71 3.80 3.51

Domestic garbage and

recycling 4.68 4.58 4.79 4.70 4.67 4.67 4.69 4.73

Childcare facilities and

services 3.34 3.15 3.51 3.78 3.20 3.13 2.93 2.69

Library facilities and services 3.97 3.70 4.23 4.08 4.10 3.79 3.79 3.55

Council internet/computer

service 3.28 3.00 3.54 3.51 3.24 3.33 2.88 2.46

Blacktown Arts Centre facilities

and services 3.00 2.83 3.17 2.99 3.16 2.93 2.78 2.85

Community safety/crime

prevention 4.60 4.47 4.73 4.57 4.65 4.70 4.43 4.38

Protection of the local

environment 4.54 4.49 4.58 4.54 4.64 4.46 4.43 4.41


environmental issues 4.22 4.10 4.34 4.32 4.31 4.15 4.04 3.71

Addressing climate change 3.88 3.63 4.13 4.03 3.98 3.77 3.64 3.31

Council’s effort to reduce its

own environmental impact 4.17 4.02 4.33 4.43 4.10 4.10 3.97 3.59

Community centres and halls 3.93 3.90 3.95 3.78 4.08 3.95 4.03 3.76

Swimming pools and leisure

centres 4.20 4.16 4.23 4.12 4.36 4.17 4.24 3.83

Blacktown international sports

park 3.81 3.67 3.93 3.58 4.00 3.83 3.96 3.80

Support for aged persons 4.55 4.43 4.66 4.54 4.43 4.62 4.65 4.74

Support for people with a

disability 4.64 4.57 4.71 4.77 4.53 4.59 4.55 4.68

Support for youth 4.49 4.37 4.60 4.63 4.49 4.35 4.38 4.26

Support for the multicultural

community 4.09 4.02 4.17 4.27 4.14 3.92 3.81 3.89


Significantly higher/lower level of importance (by group)








Ratepayer Non-ratepayer Born in

Australia Born Overseas

Litter control and rubbish dumping 4.60 4.65 4.59 4.66

Dog and cat control 3.74 4.02 3.81 3.81

Domestic garbage and recycling 4.67 4.71 4.70 4.66

Childcare facilities and services 3.17 3.82 3.23 3.56

Library facilities and services 3.89 4.19 3.87 4.18

Council internet/computer service 3.11 3.77 3.13 3.60


services 2.98 3.07 2.85 3.32

Community safety/crime prevention 4.55 4.74 4.54 4.73

Protection of the local environment 4.51 4.61 4.48 4.66

Community involvement in environmental

issues 4.20 4.31 4.17 4.34

Addressing climate change 3.84 4.01 3.76 4.14

Council’s effort to reduce its own

environmental impact 4.12 4.34 4.11 4.31

Community centres and halls 3.87 4.10 3.79 4.21

Swimming pools and leisure centres 4.23 4.11 4.13 4.34

Blacktown international sports park 3.75 3.96 3.70 4.04

Support for aged persons 4.52 4.61 4.52 4.60

Support for people with a disability 4.58 4.80 4.59 4.74

Support for youth 4.46 4.56 4.43 4.61

Support for the multicultural community 4.00 4.38 3.92 4.47





Detailed Overall Response for Importance

Not at all

important

Not very

important

Somewhat

important Important

Very

important Base


dumping 1% 2% 7% 17% 74% 603

Dog and cat control 8% 7% 21% 25% 39% 603


recycling 1% 1% 3% 18% 77% 603

Childcare facilities and services 24% 9% 14% 15% 38% 603

Library facilities and services 7% 7% 17% 23% 47% 603


service 17% 13% 25% 18% 28% 603


and services 19% 14% 32% 16% 18% 603


prevention 2% 2% 7% 11% 78% 603


environment 2% 2% 6% 20% 70% 603


environmental issues 3% 4% 14% 26% 53% 603

Addressing climate change 12% 6% 15% 16% 51% 603


own environmental impact 5% 5% 15% 20% 56% 603

Community centres and halls 5% 4% 21% 32% 37% 603


centres 5% 2% 12% 32% 49% 603


park 11% 5% 18% 26% 40% 603

Support for aged persons 3% 2% 6% 16% 73% 603


disability 1% 1% 7% 14% 77% 603

Support for youth 1% 2% 10% 21% 66% 603


community 7% 4% 16% 20% 53% 603





Hierarchy of Services/Facilities – Satisfaction

In terms of satisfaction, residents are most satisfied with ‘library facilities and services’ and least satisfied with

‘addressing climate change’ within the ‘City Living’ service area.



Council internet/computer service 95% NA



services 94% 87%





community 94% 84%





environmental issues 88% NA


Council's effort to reduce its own

environmental impact 86% 82%




Addressing climate change 74% NA

Satisfaction T3B Service/Facility (Ranked high – low)

LGA Benchmark T3B





Satisfaction Mean Scores by Key Demographics



dumping 3.97 3.99 3.95 3.83 3.92 4.05 4.27 4.28

Dog and cat control 3.89 3.71 4.03 3.99 3.77 3.87 3.93 4.00


recycling 4.20 4.17 4.23 4.02 4.15 4.35 4.45 4.68

Childcare facilities and

services 3.99 3.87 4.07 3.78 4.10 4.24 4.21 4.35

Library facilities and

services 4.40 4.35 4.44 4.39 4.27 4.49 4.61 4.62


service 4.11 4.08 4.13 4.06 4.12 4.13 4.16 4.40

Blacktown Arts Centre

facilities and services 3.98 3.82 4.10 4.04 3.77 4.01 4.20 4.49


prevention 3.69 3.67 3.71 3.47 3.76 3.72 4.09 4.01


environment 3.76 3.73 3.80 3.63 3.77 3.76 4.01 4.22


environmental issues 3.59 3.50 3.67 3.50 3.62 3.59 3.67 4.07

Addressing climate

change 3.14 3.06 3.20 2.94 3.20 3.15 3.34 3.94

Council’s effort to reduce

its own environmental

impact

3.49 3.46 3.52 3.38 3.48 3.54 3.64 4.03

Community centres and

halls 4.10 4.16 4.05 4.24 3.96 4.05 4.11 4.26

Swimming pools and

leisure centres 4.08 4.10 4.06 3.93 4.08 4.11 4.37 4.46

Blacktown international

sports park 4.33 4.36 4.30 4.39 4.27 4.20 4.48 4.54

Support for aged persons 3.62 3.63 3.61 3.67 3.48 3.59 3.74 3.97


disability 3.63 3.71 3.56 3.69 3.46 3.65 3.70 3.97

Support for youth 3.55 3.63 3.47 3.52 3.52 3.42 3.83 4.00

Support for the

multicultural community 3.97 4.01 3.92 3.93 4.07 3.81 3.96 4.26


Significantly higher/lower level of satisfaction (by group)






Ratepayer Non-ratepayer Born in Australia Born Overseas





Library facilities and services 4.31 4.64 4.32 4.53



services 3.83 4.30 3.91 4.07




environmental issues 3.45 3.97 3.59 3.58


Council’s effort to reduce its own

environmental impact 3.35 3.85 3.47 3.53

Community centres and halls 4.00 4.39 4.06 4.19


Blacktown international sports park 4.30 4.40 4.35 4.29











Detailed Overall Response for Satisfaction

Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base


dumping 4% 5% 23% 25% 43% 545

Dog and cat control 5% 9% 17% 32% 37% 380


recycling 3% 5% 12% 33% 49% 571

Childcare facilities and services 3% 3% 24% 33% 37% 296

Library facilities and services 1% <1% 11% 36% 53% 416


service 1% 4% 19% 35% 41% 269


and services 1% 6% 24% 34% 36% 202


prevention 3% 11% 27% 29% 29% 530


environment 2% 7% 29% 35% 27% 541


environmental issues 5% 6% 33% 34% 21% 475

Addressing climate change 12% 14% 36% 24% 14% 395


own environmental impact 4% 10% 39% 28% 19% 433

Community centres and halls 2% 4% 12% 46% 36% 407


centres 1% 5% 17% 39% 38% 484


park 1% 1% 10% 40% 47% 397

Support for aged persons 3% 8% 37% 28% 24% 505


disability 5% 8% 32% 28% 27% 504

Support for youth 6% 9% 30% 35% 20% 491


community 2% 5% 21% 40% 33% 433




Service Area 2: Corporate Services

Shapley Regression

Contributes to Over 10% of Overall Satisfaction with Council

0.7%

1.1%

1.6%

1.7%

1.9%

4.5%

11.6%

0% 5% 10% 15%







Nett: Corporate Services






Within the ‘Corporate Services’ area, in terms of importance, the ‘encouragement of local employment’

is rated the most important, whilst ‘promoting Blacktown City as a visitor destination’ is the facility of least

relative importance.



Council's provision of information to

residents 84% 82%

Opportunities to participate in Council

decision making 71% 76%


Promoting Blacktown City as a visitor

destination 64% 52%


LGA Benchmark T2B







Festivals and major events 3.91 3.85 3.98 3.78 4.15 3.83 3.86 3.86

Encouragement of local

employment 4.51 4.36 4.66 4.55 4.41 4.61 4.52 4.43

Support for local business 4.48 4.35 4.60 4.45 4.36 4.63 4.56 4.54

Promoting Blacktown City

as a visitor destination 3.84 3.69 3.99 3.69 3.76 3.98 4.20 4.17

Council’s provision of

information to residents 4.38 4.26 4.49 4.23 4.47 4.51 4.33 4.37

Opportunities to

participate in Council

decision making

4.04 3.96 4.13 4.03 4.04 4.08 4.09 3.92




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Festivals and major events 4% 5% 25% 27% 39% 603


employment 1% 4% 8% 19% 69% 603

Support for local business 1% 3% 9% 23% 64% 603

Promoting Blacktown City as a

visitor destination 7% 7% 22% 22% 42% 603


information to residents 3% 1% 12% 24% 60% 603

Opportunities to participate in

Council decision making 5% 5% 19% 24% 47% 603


Festivals and major events 3.92 3.89 3.76 4.23


employment 4.45 4.69 4.44 4.67

Support for local business 4.48 4.47 4.48 4.46

Promoting Blacktown City as

a visitor destination 3.74 4.15 3.68 4.18


information to residents 4.41 4.28 4.39 4.37

Opportunities to participate

in Council decision making 4.08 3.93 4.01 4.12






In terms of satisfaction, residents are most satisfied with ‘festivals and major events’ and least satisfied with

‘opportunities to participate in Council decision making’ within the ‘Corporate Services’ area.




destination 88% 81%


Council's provision of information to

residents 81% 79%

Opportunities to participate in Council

decision making 76% 68%


LGA Benchmark T3B







Festivals and major events 4.03 3.97 4.09 3.80 4.12 4.07 4.22 4.38


employment 3.36 3.26 3.44 3.34 3.21 3.31 3.68 3.99

Support for local business 3.61 3.58 3.64 3.57 3.49 3.61 3.91 4.07

Promoting Blacktown City

as a visitor destination 3.59 3.54 3.63 3.47 3.43 3.67 3.86 4.14


information to residents 3.47 3.56 3.40 3.24 3.50 3.55 3.71 4.06

Opportunities to

participate in Council

decision making

3.26 3.16 3.35 3.11 3.31 3.24 3.32 3.89



Encouragement of local employment 3.26 3.60 3.39 3.30



destination 3.50 3.80 3.68 3.44

Council’s provision of information to

residents 3.41 3.69 3.41 3.60


Council decision making 3.16 3.58 3.15 3.48




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base

Festivals and major events 1% 3% 19% 44% 33% 397


employment 5% 9% 44% 26% 15% 502

Support for local business 4% 7% 32% 37% 20% 503

Promoting Blacktown City as a

visitor destination 5% 8% 32% 34% 22% 380


information to residents 6% 13% 29% 31% 21% 505


Council decision making 9% 16% 32% 28% 16% 418




Service Area 3: Planning and Development

Shapley Regression

Contributes to Almost 10% of Overall Satisfaction with Council

0.4%

0.8%

0.9%

1.6%

4.9%

8.8%

0% 2% 4% 6% 8% 10%



Enforcement of planning and development controls

Protecting bush land and biodiversity during development


Nett: Planning and development






Within the ‘Planning and Development’ service area, in terms of importance, ‘protecting bush land and

biodiversity during development’ is rated the most important, whilst the ‘enforcement of planning and

development controls’ is the facility of least relative importance.

Protecting bush land and biodiversity

during development 92% 86%

Managing new development in your

area 83% 85%

Protecting heritage values and buildings 80% 74%

Development compatible with the local

area 80% 85%

Enforcement of planning and

development controls 79% 85%


LGA Benchmark T2B







Managing new

development in your

area

4.32 4.38 4.26 4.15 4.48 4.40 4.28 4.25

Enforcement of planning

and development

controls

4.21 4.24 4.19 3.96 4.33 4.43 4.31 4.19

Protecting heritage values

and buildings 4.30 4.12 4.47 4.12 4.40 4.40 4.39 4.34

Protecting bush land and

biodiversity during

development

4.61 4.54 4.67 4.68 4.67 4.49 4.42 4.55

Development compatible

with the local area 4.21 4.11 4.31 4.07 4.21 4.38 4.26 4.36




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Managing new development

in your area 3% 3% 12% 24% 59% 603


development controls 5% 3% 14% 24% 55% 603

Protecting heritage values and

buildings 4% 2% 13% 20% 60% 603


biodiversity during

development

2% 1% 6% 18% 74% 603

Development compatible with

the local area 6% 3% 11% 25% 55% 603


Managing new

development in your

area

4.39 4.12 4.28 4.40


and development

controls

4.26 4.06 4.15 4.34

Protecting heritage

values and buildings 4.25 4.44 4.35 4.20


biodiversity during

development

4.56 4.75 4.59 4.65

Development

compatible with the

local area

4.14 4.42 4.23 4.17






In terms of satisfaction, residents are most satisfied with ‘protecting heritage values and buildings’ and least

satisfied with ‘managing new development in your area’ within the ‘Planning and Development’ service

area.


buildings 88% 80%

Protecting bush land and biodiversity

during development 84% 87%

Development compatible with the

local area 80% 69%


development controls 77% 69%

Managing new development in your

area 73% 69%


LGA Benchmark T3B







Managing new

development in your

area

3.13 3.01 3.25 3.07 3.16 2.99 3.30 3.63


and development

controls

3.29 3.18 3.39 3.51 3.27 2.99 3.24 3.61


and buildings 3.73 3.72 3.75 4.00 3.61 3.51 3.57 3.98


biodiversity during

development

3.50 3.41 3.58 3.59 3.47 3.28 3.51 3.84

Development compatible

with the local area 3.35 3.31 3.39 3.33 3.40 3.18 3.44 3.68



in your area 3.02 3.49 3.02 3.37


development controls 3.18 3.63 3.18 3.48


and buildings 3.60 4.10 3.71 3.79


biodiversity during

development

3.40 3.76 3.43 3.63


the local area 3.26 3.60 3.29 3.48




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base


in your area 13% 15% 35% 22% 16% 497


development controls 10% 13% 30% 32% 15% 466


buildings 5% 7% 25% 35% 28% 473


biodiversity during

development

6% 10% 34% 28% 22% 542


the local area 10% 9% 34% 30% 16% 479




Service Area 4: City Architect and Transformational

Design

Shapley Regression


0.5%

1.0%

1.0%

2.9%

5.4%

0% 2% 4% 6% 8% 10%





Nett: City Architect and Transformational Design





Design


Within the ‘City Architect and Transformational Design’ service area, in terms of importance, ‘healthy

natural waterways’ is rated the most important, whilst the ‘access to cycleway networks’ is the facility of

least relative importance.



Access to sporting and recreational

facilities 78% 78%



LGA Benchmark T2B





Design



Healthy natural waterways 4.73 4.68 4.79 4.79 4.72 4.69 4.68 4.71

Access to sporting and

recreational facilities 4.14 4.13 4.15 3.96 4.25 4.28 4.13 4.10

Access to parks and

playgrounds 4.35 4.27 4.43 4.21 4.43 4.48 4.37 4.27

Access to cycleway

networks 3.76 3.64 3.87 3.64 3.97 3.81 3.52 3.59




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Healthy natural waterways 1% 1% 6% 8% 84% 603


recreational facilities 4% 5% 13% 29% 49% 603

Access to parks and

playgrounds 3% 3% 11% 25% 59% 603

Access to cycleway networks 8% 8% 23% 21% 40% 602



Healthy natural waterways 4.70 4.84 4.71 4.77


facilities 4.23 3.89 4.09 4.24

Access to parks and playgrounds 4.38 4.26 4.30 4.46

Access to cycleway networks 3.75 3.79 3.66 3.98





Design


In terms of satisfaction, residents are most satisfied with ‘access to parks and playgrounds’ and least

satisfied with ‘healthy natural waterways’ within the ‘City Architect and Transformational Design’ service

area.



facilities 94% 91%




LGA Benchmark T3B





Design



Healthy natural waterways 3.49 3.44 3.54 3.59 3.45 3.29 3.54 3.79


recreational facilities 3.99 3.96 4.02 3.85 4.07 3.89 4.27 4.25

Access to parks and

playgrounds 4.09 4.03 4.14 4.17 4.08 3.92 4.13 4.27

Access to cycleway

networks 3.90 3.78 4.01 3.97 3.86 3.87 3.88 3.99


Healthy natural waterways 3.36 3.86 3.39 3.72


facilities 3.93 4.19 3.92 4.12

Access to parks and playgrounds 4.01 4.30 4.06 4.14

Access to cycleway networks 3.81 4.18 3.92 3.87




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base

Healthy natural waterways 8% 11% 33% 23% 26% 549


recreational facilities 2% 4% 21% 38% 35% 468

Access to parks and

playgrounds 2% 5% 16% 38% 40% 505

Access to cycleway networks 2% 8% 19% 39% 32% 358




Service Area 5: City Assets

Shapley Regression


0.6%

0.7%

0.8%

1.0%

1.1%

1.2%

1.5%

1.6%

2.2%

2.6%

2.7%

3.0%

3.2%

3.2%

3.4%

3.4%

3.7%

4.7%

5.5%

46.1%

0% 10% 20% 30% 40% 50%









Graffiti removal


Public toilets









interchanges

Nett: City Assets






Within the ‘City Assets’ service area, in terms of importance, ‘keeping public places clean’ is rated the

most important, whilst the ‘availability of car parking in Mount Druitt CBD’ is the facility of least relative

importance.




Availability of car parking near train

stations and bus interchanges 90% 82%



Condition of local parks and

playgrounds 88% 85%



Council's water and energy use 84% NA






Availability of car parking in Blacktown

CBD 78% 82%



Availability of car parking in Mount Druitt

CBD 60% 82%


LGA Benchmark T2B







Keeping public places

clean 4.75 4.66 4.83 4.73 4.76 4.75 4.73 4.76

Appearance of Mount

Druitt CBD 3.71 3.48 3.93 3.74 3.62 3.77 3.80 3.56

Appearance of Blacktown

CBD 4.24 4.11 4.37 4.19 4.07 4.46 4.41 4.36

Condition of local parks

and playgrounds 4.48 4.32 4.64 4.39 4.56 4.54 4.48 4.37

Condition of sports fields

and facilities 4.22 4.17 4.26 4.14 4.25 4.30 4.12 4.31

Protection of natural

bushland 4.61 4.53 4.70 4.64 4.67 4.58 4.43 4.60

Public toilets 4.42 4.18 4.64 4.55 4.25 4.42 4.40 4.53

Graffiti removal 4.26 4.18 4.34 4.10 4.26 4.39 4.40 4.52

Condition of local roads 4.72 4.66 4.78 4.71 4.67 4.82 4.73 4.73

Storm water drain flood

prevention 4.49 4.44 4.53 4.42 4.48 4.53 4.58 4.65

Council’s water and

energy use 4.44 4.25 4.62 4.45 4.48 4.41 4.34 4.48

Condition of footpaths 4.53 4.40 4.65 4.46 4.47 4.64 4.62 4.67

Condition of cycleways 3.74 3.60 3.88 3.57 3.88 3.84 3.61 3.84

Availability of car parking

in Mount Druitt CBD 3.69 3.49 3.87 3.89 3.48 3.67 3.71 3.58


in Blacktown CBD 4.26 4.20 4.32 4.23 4.19 4.35 4.46 4.14


near train stations and

bus interchanges

4.61 4.61 4.60 4.60 4.58 4.71 4.59 4.41

Access to footpath

networks 4.33 4.18 4.48 4.33 4.23 4.44 4.33 4.43

Traffic management on

local roads 4.57 4.58 4.56 4.53 4.60 4.62 4.50 4.52

Access to public transport 4.67 4.61 4.72 4.64 4.69 4.76 4.57 4.52












Keeping public places clean 4.70 4.88 4.71 4.83

Appearance of Mount Druitt CBD 3.65 3.88 3.57 4.00

Appearance of Blacktown CBD 4.21 4.32 4.12 4.49

Condition of local parks and playgrounds 4.47 4.53 4.42 4.60

Condition of sports fields and facilities 4.22 4.21 4.15 4.35

Protection of natural bushland 4.58 4.71 4.60 4.64

Public toilets 4.38 4.53 4.42 4.40

Graffiti removal 4.26 4.28 4.28 4.21

Condition of local roads 4.73 4.71 4.72 4.72

Storm water drain flood prevention 4.43 4.65 4.44 4.59

Council’s water and energy use 4.38 4.62 4.42 4.49

Condition of footpaths 4.51 4.57 4.47 4.66

Condition of cycleways 3.70 3.84 3.63 3.97

Availability of car parking in Mount Druitt

CBD 3.55 4.09 3.55 3.98


CBD 4.22 4.39 4.18 4.42


stations and bus interchanges 4.61 4.61 4.54 4.74

Access to footpath networks 4.27 4.50 4.28 4.44

Traffic management on local roads 4.54 4.66 4.50 4.71

Access to public transport 4.64 4.75 4.61 4.79






Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Keeping public places clean 1% <1% 4% 14% 81% 603

Appearance of Mount Druitt

CBD 14% 4% 21% 20% 41% 603


CBD 5% 2% 14% 21% 58% 603


playgrounds 2% 1% 9% 22% 66% 603

Condition of sports fields and

facilities 4% 4% 11% 29% 52% 603

Protection of natural bushland 2% 1% 4% 20% 73% 603

Public toilets 4% 3% 10% 14% 69% 603

Graffiti removal 3% 4% 14% 22% 57% 602

Condition of local roads <1% 1% 5% 16% 78% 603


prevention 3% 2% 6% 21% 68% 603

Council’s water and energy

use 2% 1% 13% 19% 65% 603

Condition of footpaths 1% 1% 11% 19% 68% 603

Condition of cycleways 10% 6% 22% 22% 40% 603

Availability of car parking in

Mount Druitt CBD 15% 6% 19% 15% 45% 603


Blacktown CBD 5% 3% 14% 16% 62% 603

Availability of car parking near

train stations and bus

interchanges

1% 1% 7% 15% 75% 603

Access to footpath networks 2% 3% 14% 21% 60% 603

Traffic management on local

roads <1% 1% 10% 18% 70% 603

Access to public transport 2% <1% 7% 10% 80% 603






In terms of satisfaction, residents are most satisfied with ‘condition of sports fields and facilities’ and

‘Council’s water and energy use’, and least satisfied with ‘availability of car parking near train stations and

bus interchanges’ within the ‘City Assets’ service area.


Council's water and energy use 94% NA






playgrounds 85% 90%









Availability of car parking in Mount

Druitt CBD 61% 63%



CBD 59% 63%


stations and bus interchanges 57% 63%


LGA Benchmark T3B







Keeping public places

clean 3.44 3.36 3.51 3.28 3.51 3.48 3.47 3.80

Appearance of Mount

Druitt CBD 3.00 3.03 2.98 2.90 2.76 3.10 3.49 3.70


CBD 3.35 3.29 3.40 3.44 3.25 3.21 3.48 3.69

Condition of local parks

and playgrounds 3.61 3.72 3.52 3.52 3.62 3.59 3.76 4.06

Condition of sports fields

and facilities 3.82 3.85 3.79 3.69 3.84 3.83 4.04 4.23

Protection of natural

bushland 3.67 3.63 3.70 3.66 3.70 3.54 3.79 3.82

Public toilets 2.84 2.79 2.89 2.52 3.07 2.89 3.01 3.35

Graffiti removal 3.13 2.98 3.27 2.97 3.02 3.25 3.35 3.62

Condition of local roads 3.19 3.14 3.25 3.18 3.34 2.95 3.10 3.66


prevention 3.76 3.71 3.80 3.81 3.86 3.56 3.57 3.91

Council’s water and

energy use 3.75 3.74 3.76 3.74 3.90 3.48 3.74 4.08

Condition of footpaths 3.23 3.23 3.23 3.32 3.19 3.13 3.13 3.51

Condition of cycleways 3.83 3.83 3.83 3.89 3.87 3.70 3.70 3.85


in Mount Druitt CBD 2.96 3.03 2.91 2.90 3.00 2.90 3.02 3.36


in Blacktown CBD 2.73 2.63 2.83 2.77 2.72 2.59 2.77 3.19


near train stations and

bus interchanges

2.73 2.65 2.81 2.78 2.66 2.63 2.80 3.16

Access to footpath

networks 3.54 3.56 3.51 3.51 3.54 3.51 3.58 3.77

Traffic management on

local roads 3.47 3.40 3.54 3.53 3.53 3.25 3.42 3.72

Access to public transport 3.75 3.73 3.77 3.68 3.75 3.71 3.94 4.12













Appearance of Blacktown CBD 3.23 3.69 3.31 3.41


playgrounds 3.58 3.71 3.56 3.72

Condition of sports fields and facilities 3.76 4.01 3.84 3.79

Protection of natural bushland 3.59 3.88 3.60 3.81

Public toilets 2.84 2.84 2.81 2.91




Council’s water and energy use 3.69 3.92 3.75 3.75


Condition of cycleways 3.79 3.93 3.85 3.78

Availability of car parking in Mount

Druitt CBD 2.83 3.27 2.90 3.07


Blacktown CBD 2.58 3.18 2.71 2.78


stations and bus interchanges 2.56 3.25 2.69 2.82

Access to footpath networks 3.47 3.71 3.47 3.67








Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base

Keeping public places clean 4% 14% 33% 31% 18% 575

Appearance of Mount Druitt

CBD 13% 19% 31% 27% 10% 359


CBD 6% 16% 30% 34% 15% 471


playgrounds 3% 13% 28% 34% 23% 526

Condition of sports fields and

facilities 2% 4% 30% 39% 25% 486

Protection of natural bushland 4% 8% 33% 31% 25% 552

Public toilets 11% 27% 37% 14% 10% 490

Graffiti removal 12% 20% 28% 23% 17% 473

Condition of local roads 9% 16% 35% 26% 14% 570


prevention 4% 6% 28% 35% 27% 532

Council’s water and energy

use 1% 5% 32% 41% 21% 481

Condition of footpaths 9% 14% 36% 27% 14% 525

Condition of cycleways 1% 9% 24% 38% 28% 361


Mount Druitt CBD 14% 24% 27% 20% 14% 353


Blacktown CBD 18% 23% 33% 19% 7% 465

Availability of car parking near

train stations and bus

interchanges

20% 22% 31% 18% 8% 537

Access to footpath networks 3% 13% 29% 35% 19% 484

Traffic management on local

roads 6% 14% 28% 33% 20% 534

Access to public transport 3% 10% 25% 34% 28% 545




Comparison to Previous Research

Service/Facility Importance Satisfaction

2019 2017 2019 2017





Library facilities and services 3.97▼ 4.15 4.40 4.47


Blacktown Arts Centre facilities and services 3.00 2.83 3.98 4.17



Community involvement in environmental issues 4.22 4.26 3.59 3.56


Council's effort to reduce its own environmental impact 4.17 4.12 3.49 3.55

Community centres & halls 3.93▼ 4.08 4.10 3.99


Blacktown International Sports Park 3.81 3.94 4.33 4.27






Encouragement of local employment 4.51 4.54 3.36 3.36


Promoting Blacktown City as a visitor destination 3.84 3.79 3.59 3.42

Council's provision of information to residents 4.38 4.50 3.47 3.51

Opportunities to participate in Council decision making 4.04 4.18 3.26 3.16

Managing new development in your area 4.32 4.38 3.13 3.20

Enforcement of planning and development controls 4.21 4.35 3.29 3.27

Protecting heritage values and buildings 4.30 4.20 3.73 3.80

Protecting bush land and biodiversity during development 4.61▲ 4.45 3.50 3.47

Development compatible with the local area 4.21 4.32 3.35 3.41

Healthy natural waterways 4.73▲ 4.62 3.49 3.63

Access to sporting and recreational facilities 4.14▼ 4.36 3.99 3.91

Access to parks and playgrounds 4.35 NA 4.09 NA

Access to cycleway networks 3.76 NA 3.90 NA



Appearance of Blacktown CBD 4.24 4.33 3.35▲ 3.15

Condition of local parks and playgrounds 4.48 NA 3.61 NA

Condition of sports fields and facilities 4.22▼ 4.36 3.82 3.76

Protection of natural bush land 4.61▲ 4.49 3.67 3.64

Public toilets 4.42 4.51 2.84 2.77




Council's water and energy use 4.44 4.31 3.75 3.67


Condition of cycleways 3.74 3.85 3.83▲ 3.57

Availability of car parking in Mount Druitt CBD 3.69 3.65 2.96 3.19

Availability of car parking in Blacktown CBD 4.26 4.33 2.73 2.93

Availability of car parking near train stations and bus interchanges 4.61 4.55 2.73 2.65

Access to footpath networks 4.33 NA 3.54 NA



Scale: 1 = not at all important/not at all satisfied, 5 = very important/very satisfied

▲▼= A significantly higher level of importance/satisfaction (by year)




Appendix A –

Demographics




Demographics Q1. Please stop me when I read out your age group.

%

18-34 34%

35-49 30%

50-64 22%

65-74 9%

75+ 5%

Base: N = 603

Q2. In which suburb do you live?

% %

Blacktown 13% Dharruk 1%

Mount Druitt 7% Emerton 1%

Seven Hills 6% Glendenning 1%

Quakers Hill 6% Hebersham 1%

Glenwood 4% Lethbridge Park 1%

Doonside 4% Marsden Park 1%

Kellyville Ridge 4% Minchinbury 1%

Kings Langley 4% Parklea 1%

Plumpton 3% Riverstone 1%

Hassall Grove 3% Ropes Crossing 1%

Lalor Park 3% Shalvey 1%

Marayong 3% Stanhope Gardens 1%

Rooty Hill 3% Toongabbie 1%

Schofields 3% Whalan 1%

Tregear 3% Willmot 1%

Oakhurst 2% Acacia Gardens <1%

Kings Park 2% Bidwill <1%

Prospect 2% Blackett <1%

The Ponds 2% Bungarribee <1%

Woodcroft 2% Eastern Creek <1%

Colebee 1% Shanes Park <1%

Dean Park 1% Vineyard <1%

Base: N = 603




Demographics

Q11. Were you born in Australia or overseas?

%

Australia 68%

Overseas 32%

Base: N = 603

Q12. Which of the following best describes the house where you are currently living?

%

I/We own/are currently buying this property 75%

I/We currently rent this property/boarder 25%

Base: N = 603

Q13. How long have you lived in the Blacktown City Council area?

%

Up to 2 years 4%

2-5 years 7%

6-10 years 11%

11-20 years 21%

More than 20 years 57%

Base: N = 603

Q13. How long have you lived in the Blacktown City Council area?

%

Up to 2 years 4%

2-5 years 7%

6-10 years 11%

11-20 years 21%

More than 20 years 57%

Base: N = 603

Q15. Gender

%

Male 49%

Female 51%

Base: N = 603




Errors: Data in this publication is subject to sampling variability because it is based on information relating

to a sample of residents rather than the total number (sampling error).

In addition, non-sampling error may occur due to imperfections in reporting and errors made in processing

the data. This may occur in any enumeration, whether it is a full count or sample.

Efforts have been made to reduce both sampling and non-sampling error by careful design of the sample

and questionnaire, and detailed checking of completed questionnaires.

As the raw data has been weighted to reflect the real community profile of Blacktown City Council, the

outcomes reported here reflect an ‘effective sample size’; that is, the weighted data provides outcomes

with the same level of confidence as unweighted data of a different sample size. In some cases, this

effective sample size may be smaller than the true number of surveys conducted.




Appendix B –

Additional Analysis


Community Satisfaction Research P a g e | 89

December 2019

Communication Mediums

Q5. Where do you receive information about Council decisions, events, activities and projects?

▲▼ = A significantly higher/lower percentage (by group)

Male Female 18 – 34 35 – 49 50 – 64 65 – 74 75+

Publications/brochures 61% 54% 50% 63% 62% 58% 59%

Personalised mail 55% 54% 49% 62% 60% 44%▼ 44%

Information with rates notices 58% 51% 33%▼ 61% 70%▲ 65%▲ 68%▲

Internet (website) 51% 50% 64%▲ 60%▲ 37%▼ 22%▼ 13%▼

Word of mouth 47% 53% 47% 61%▲ 43% 42% 44%

Letters 46% 53% 46% 61%▲ 47% 36%▼ 40%

Council newsletter 46% 46% 35%▼ 51% 51% 53% 56%

Social media 40% 47% 61%▲ 49% 29%▼ 17%▼ 7%▼

Newspaper articles/editorials/ads 39% 35% 34% 38% 37% 39% 47%

Council page in local paper 39% 35% 34% 34% 38% 47%▲ 51%▲

Displays in libraries/leisure centres 30% 36% 47%▲ 31% 23%▼ 20%▼ 14%▼

E-mail 25% 24% 25% 28% 26% 20% 7%▼

Public meeting/community forums 9% 11% 9% 10% 14% 8% 9%

Telephone 9% 11% 13% 9% 4%▼ 9% 17%▲

SMS 2% 3% 4% 1% 2% 4% 1%

Other 1% 2% 1% 2% 1% 0% 3%

Don't know 3% 1% 4%▲ 0% 1% 2% 0%

Base 296 307 206 179 132 53 32

Ratepayer Non-

ratepayer

Born in

Australia

Born

Overseas

Publications/brochures 58% 57% 56% 60%

Personalised mail 54% 57% 55% 52%

Information with rates notices 66% 18%▼ 52% 57%

Internet (website) 49% 56% 43% 66%▲

Word of mouth 50% 51% 52% 45%

Letters 50% 50% 50% 48%

Council newsletter 46% 44% 44% 50%

Social media 38% 61%▲ 42% 48%

Newspaper articles/editorials/ads 37% 35% 34% 43%

Council page in local paper 38% 34% 33% 44%

Displays in libraries/leisure centres 31% 39% 32% 36%

E-mail 26% 18% 23% 28%

Public meeting/community forums 8% 16% 10% 12%

Telephone 8% 16% 8% 13%

SMS 2% 5% 3% 2%

Other 2% 0% 2% 1%

Don't know 1% 3% 1% 2%

Base 450 153 410 193



December 2019

Key Challenges facing Blacktown City Council Q9. What are the key challenges facing Blacktown City Council in the next 10 years?

N=603

Overpopulation and development 33%

Maintaining and improving

infrastructure, services and facilities 22%

Appearance/cleanliness of the

area/litter control and waste

management

14%

Community safety/crime prevention 14%

Maintaining/upgrading roads 12%

Traffic management/control of

congestion 12%

Availability, control and cost of car

parking 11%

Public transport 11%

Services/facilities for youth and

children 10%

Addressing climate

change/protecting the natural

environment

7%

Supporting employment and

businesses 5%

Availability and maintenance of

parks/green areas 4%

Provision and maintenance of

footpaths and cycleways 4%

Access to education/availability of

schools and childcare facilities 3%

Availability/size of housing 3%

Becoming a more culturally diverse

area 3%

Development and economic growth

in the area 3%

Changing the name and reputation

of the area 2%

Controlling water and energy usage 2%

Council following through with

requests and listening to resident

opinions

2%

Evenly distributing resources across

the LGA/improving Council's

financial management and long-

term planning

2%

Homelessness in the area 2%

Keeping up with technology 2%

Provision and maintenance of

playgrounds/play areas 2%

Sewerage and water infrastructure 2%

Accessibility around the LGA such as

lifts at Train stations and pedestrian

areas

1%

N=603

Becoming a less multicultural area 1%

Cost of living 1%

Improving

communication/engagement

between Council and the

community

1%

Lack of communication within

Council/performance of Council

members

1%

Lack of sufficient medical

facilities/services and

professionals

1%

No challenges/won't impact me 1%

Protection of heritage listed

buildings 1%

Provision of fire brigade stations 1%

Provision of street lighting and

shaded areas 1%

Services and support for people

with a disability 1%

Services/facilities and support for

the ageing population 1%

Tree management 1%

Animal control <1%

Availability of safe

places/community halls <1%

Ensuring children are healthy <1%

Flood management <1%

Improved geographical

understanding <1%

Increasing sense of community <1%

Lack of pet friendly areas <1%

Looking after the local residents <1%

Maintaining the identity of the

area <1%

Maintenance and fair treatment

of local churches <1%

Noise control particularly from the

new airport <1%

Services/facilities for Indigenous

residents <1%

The need for back-burning in the

area <1%

Don't know/nothing 2%



December 2019

Appendix C –

Questionnaire



December 2019


Community Survey

November 2019

Good morning/afternoon/evening, my name is ……………… from Micromex Research and we are

conducting a survey on behalf of Blacktown City Council on a range of local issues. The survey will

take about 15 minutes, would you be able to assist us please?

QA1. Before we start I would like to check whether you or an immediate family member work for

Blacktown City Council?

O Yes (Terminate)

O No

Q1. Please stop me when I read out your age group.

O 18 – 34

O 35 – 49

O 50 – 64

O 65 – 74

O 75 years and over

Q2. In which suburb do you live?

Note: Some residents will live on Estates within the below suburbs

O Acacia Gardens 2763 O Minchinbury 2770

O Arndell Park 2148 O Mount Druitt 2770

O Bidwill 2770 O Oakhurst 2761

O Blackett 2770 O Parklea 2768

O Blacktown 2148 O Plumpton 2761

O Bungarribee 2767 O Prospect 2148

O Colebee 2761 O Quakers Hill 2763

O Dean Park 2761 O Riverstone 2765

O Dharruk 2770 O Rooty Hill 2766

O Doonside 2767 O Ropes Crossing 2760

O Eastern Creek 2766 O Rouse Hill 2155

O Emerton 2770 O Schofields 2762

O Glendenning 2761 O Seven Hills 2147

O Glenwood 2768 O Shalvey 2770

O Hassall Grove 2761 O Shanes Park 2747

O Hebersham 2770 O Stanhope Gardens 2768

O Huntingwood 2148 O The Ponds 2769

O Kellyville Ridge 2155 O Toongabbie 2146

O Kings Langley 2147 O Tregear 2770

O Kings Park 2148 O Vineyard 2765

O Lalor Park 2147 O Whalan 2770

O Lethbridge Park 2770 O Willmot 2770

O Marayong 2148 O Woodcroft 2767

O Marsden Park 2765

Section A – Contact with Blacktown City Council

I’d like you now to please think specifically about your own experiences with Blacktown City Council.

Q3a. Have you contacted Blacktown Council in the last 12 months?

O Yes

O No (Go to Q4)



December 2019

Q3b. How satisfied were you with the way your contact was handled? Prompt

O Very satisfied

O Satisfied

O Somewhat satisfied

O Not very satisfied

O Not at all satisfied

Q4. How satisfied are you with the level of communication Council currently has with the

community? Prompt

O Very satisfied

O Satisfied




Q5. Where do you receive information about Council decisions, events, activities, and projects?

Prompt

O Council page in local paper

O Newspaper articles/editorials/ads

O Personalised mail

O Publications/brochures

O Telephone

O Letters

O Social media

O Displays in libraries/leisure centres

O E-mail

O Information with rates notices

O Internet (website)

O Council newsletter

O Public meeting/community forums

O SMS

O Word of mouth

O Don’t know

O Other (please specify)……………………………….



December 2019

Section B – Importance of and satisfaction with Council services

Still thinking specifically about Blacktown City Council.

Q6. In this section I will read out different Council services or facilities. For each of these could

you please indicate that which best describes your opinion of the importance of the following

services/facilities to you, and in the second part, your level of satisfaction with the

performance of that service? The scale is from 1 to 5, where 1 is low importance and 5 is high

importance and where 1 is low satisfaction and 5 is high satisfaction. Note: Satisfaction is only

asked of those who rated importance a 4 or 5.

City Living

Importance Satisfaction

Low High Low High

1 2 3 4 5 1 2 3 4 5

N/A

Litter control and rubbish dumping O O O O O O O O O O

Dog and cat control O O O O O O O O O O

Domestic garbage and recycling O O O O O O O O O O

Childcare facilities and services O O O O O O O O O O

Library facilities and services O O O O O O O O O O

Council internet/computer service, i.e. at a library,

community centre, etc. O O O O O O O O O O

Blacktown Arts Centre facilities and services O O O O O O O O O O

Community safety/crime prevention O O O O O O O O O O

Protection of the local environment O O O O O O O O O O

Community involvement in environmental issues O O O O O O O O O O

Addressing climate change O O O O O O O O O O

Council’s effort to reduce its own environmental

impact O O O O O O O O O O

Community centres & halls O O O O O O O O O O

Swimming pools and leisure centres O O O O O O O O O O

Blacktown International Sports Park O O O O O O O O O O

Support for aged persons O O O O O O O O O O

Support for people with a disability O O O O O O O O O O

Support for youth O O O O O O O O O O

Support for the multicultural community O O O O O O O O O

O O

Corporate Services


Low High Low High

1 2 3 4 5 1 2 3 4

N/A

Festivals and major events O O O O O O O O O O

Encouragement of local employment O O O O O O O O O O

Support for local business O O O O O O O O O O

Promoting Blacktown City as a visitor destination O O O O O O O O O O

Council’s provision of information to residents O O O O O O O O O O


making O O O O O O O O O

O O



December 2019

Planning and Development


Low High Low High

1 2 3 4 5 1 2 3 4 5

N/A

Managing new development in your area O O O O O O O O O O

Enforcement of planning and development controls O O O O O O O O O O

Protecting heritage values and buildings O O O O O O O O O O


development O O O O O O O O O O

Development compatible with the local area O O O O O O O O O

O O

City Architect and Transformational Design


Low High Low High

1 2 3 4 5 1 2 3 4 5

N/A

Healthy natural waterways O O O O O O O O O O

Access to sporting and recreation facilities O O O O O O O O O O

Access to parks and playgrounds O O O O O O O O O O

Access to cycleway networks O O O O O O O O O

O O

City Assets


Low High Low High

1 2 3 4 5 1 2 3 4 5

N/A

Keeping public places clean O O O O O O O O O O

Appearance of Mount Druitt CBD O O O O O O O O O O

Appearance of Blacktown CBD O O O O O O O O O O

Condition of local parks and playgrounds O O O O O O O O O O

Condition of sports fields and facilities O O O O O O O O O O

Protection of natural bush land O O O O O O O O O O

Public toilets O O O O O O O O O O

Graffiti removal O O O O O O O O O O

Condition of local roads O O O O O O O O O O

Storm water drain flood prevention O O O O O O O O O O

Council’s water and energy use O O O O O O O O O O

Condition of footpaths O O O O O O O O O O

Condition of cycleways O O O O O O O O O O

Availability of car parking in Mount Druitt CBD O O O O O O O O O O

Availability of car parking in Blacktown CBD O O O O O O O O O O

Availability of car parking near train stations and

bus interchanges O O O O O O O O O O

Access to footpath networks O O O O O O O O O O

Traffic management on local roads O O O O O O O O O O

Access to public transport O O O O O O O O O

O O



December 2019

Section C – Overall satisfaction with Council and the local area

Q7. Overall, for the last 12 months, how satisfied are you with the performance of Blacktown City

Council, not just on one or two issues, but across all responsibility areas? Prompt

O Very satisfied

O Satisfied




Q8. How strongly do you agree with the following statement?

‘I have a sense of belonging to my local community’ Prompt

O Strongly agree

O Agree

O Neither

O Disagree

O Strongly disagree

Q9. What are the key challenges facing Blacktown City Council in the next 10 years? Probe

………………………………………………………………………………………………………………………

Q10. How satisfied are you with the opportunities to have a say on important issues? Prompt

O Very satisfied

O Satisfied




Section D – Demographic and profiling questions

Q11. Were you born in Australia or overseas?

O Australia

O Overseas

Q12. Which of the following best describes the house where you are currently living?

O I/We own/are currently buying this property

O I/We currently rent this property/boarder

Q13. How long have you lived in the Blacktown City Council area? Prompt

O Up to 2 years

O 2 – 5 years

O 6 – 10 years

O 11 – 20 years

O More than 20 years



December 2019

Q14a. After we analyse the results from this research we may wish to engage residents further.

Would you be interested in participating in future potential research projects?

O Yes

O No (Go to end)

Q14b. (If yes), what are your contact details?

Name ………………………………………………

Telephone …………………………………………

Email ……………………………………………….

Thank you very much for your time, enjoy the rest of your evening.

Q15. Gender (determine by voice):

O Male

O Female

Thank you for your time and assistance. This market research is carried out in compliance with the Privacy Act, and

the information you provided will be used only for research purposes. Just to remind you, I am calling from Micromex Research (1800 639 599) on behalf of Blacktown City



December 2019

The information contained herein is believed to be reliable and accurate. However,

no guarantee is given as to its accuracy and reliability, and no responsibility or

liability for any information, opinions or commentary contained herein, or for any

consequences of its use, will be accepted by Micromex Research, or by any person

involved in the preparation of this report.

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