Oshtemo Township Citizen Engagement and …...Property Taxes 33. Facilities meet your needs 16....

MUNICIPAL EMPLOYEES’ RETIREMENT SYSTEM© 2013 CobaltCommunityResearch2013121

November 2013

Oshtemo Township Citizen Engagement

and Priority Survey

Supporting Decisions | Inspiring Ideas

http://www.cobaltcommunityresearch.org/index.php?option=com_banners&task=click&bid=4

2 CobaltCommunityResearch.org Page 2

Background on Cobalt Community Research

501c3 not for profit research coalition

Mission to provide research and education

Developed to meet the research needs of

schools, local governments and nonprofit

organizations


Measuring Where You Are:

Why Research Matters

Understanding community values and priorities helps you plan

and communicate more effectively about Township decisions

Perception impacts behaviors you care about

Understanding community perception helps you improve and

promote the Township

Community engagement improves support for difficult

decisions

Reliable data on community priorities aids in balancing

demands of vocal minorities with the reality of limited

resources

Bottom line outcome measurement of service and trust: Good

administration requires quality measurement and reporting


Study Goals

Support budget and strategic planning decisions

Explore service assumptions to ensure baseline service measures are understood

Identify which aspects of community provide the greatest leverage on citizens’ overall satisfaction

Discover key outcome behaviors such as recommending the community, remaining in the community, volunteering and encouraging someone to start a business

Determine support for planning and zoning regulations and future service opportunities


Bottom Line

Oshtemo Township overall ACSI score = 71

Michigan Local Governments = 60

Michigan Local Governments (Population 10,001-25,000) = 64

Michigan County Governments = 56

Michigan State Government = 45

There are several areas where improvement can have significant impact

on overall satisfaction:

Drivers:

Township government management

Economic health

Property taxes

Police services

Parks and recreation

Detailed information by specific demographic groups is available to aid

in policy review

Detail by: sample or volunteer, years of residency, own/rent, age, education, income,

marital status, household composition, gender and type of home


Preserving Voice: Looking Into Detail

Sample:


Methodology

Random sample of 1500 residents drawn from voter records

Utilized www.random.org, a well-respected utility used internationally by many universities and researchers to generate true random numbers

Conducted using two mailings in September and October 2013

Valid response from 308 residents, providing a conventional margin of error of +/- 5.5 percent in the raw data (95% confidence) Note: National surveys with a margin of error +/- 5% require a

sample of 384 responses to reflect a population of 330,000,000

In addition to the random sample, there were 10 responses from volunteer respondents

Compared responses by gender with that of the voter records, and difference is less than 2.3 percent

http://www.random.org/


Results


ACSI Dimensions(High score = 10)

7.8

7.4

7.0

4.5

5.5

6.5

7.5

8.5

Overall satisfaction Compared to expectations Compared to ideal

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)


Outcome Behaviors(High score = 10)

7.5

7.9

5.6

6.2

4.5

5.5

6.5

7.5

8.5

Recommend as a place tolive

Remain in community Plan to volunteer Encourage businesses tostart up

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)


Community Image(High score = 10)

7.9

7.6

7.3

6.7

7.3

4.5

5.5

6.5

7.5

8.5

Safe placeto live

Physicallyattractive

Growingresponsibly

Safe place tobike and walk

Perfect communityfor me

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)


Understanding the Charts:

Community Questions – Long-term Drivers

Higher scoring areas that do not

currently have a large impact on

engagement relative to the other

areas. Action: May show over

investment or under

communication.

Higher impact areas where the

organization received high

scores from citizens. They have

a higher impact on engagement

if improved. Action: Continue

investment

Lower scoring areas relative to

the other areas with lower

impact on engagement. Action:

Limit investment unless

pressing safety or regulatory

consideration.

Higher impact on engagement

and a relatively lower score.

Action: Prioritize investment to

drive positive changes in

outcomes. Per

ceiv

ed P

erfo

rman

ce

Impact


1

2

3

45

6

7

8

9

10

11

12

13

14

15

16

17

1819

20

21

22

2324

25

2627

28

2930

31

32

33

34

35

3637

5.5

7.3

9.0

0.2 0.5 0.7

Sati

sfa

ctio

n (

Hig

h =

10

.0)

Correlation (High = 1.0)

Drivers of Satisfaction:

Strategic PrioritiesHigher Impact,

Higher Satisfaction

Lower Impact,

Lower Satisfaction

Fire & EMS Township Government

1. Fire coverage19. Efficient and organized

operation

2. Response time to fires 20. Well-trained employees

3. Response time to

emergencies

21. Communicates

effectively with community

Transporatation

Infrastructure22. Spends dollars wisely

4. Public transportation

options

23. Encourages citizen's

ideas/involvement

5. Street maintenance/repair24. Maintains a website that

meets your needs

6. Accommodation for

bike/foot traffic

25. Hours of operation

(Township offices)

Utility Services Library Services

7. Drinking water quality 26. Hours of operation

8. Municipal sewer/water

billing process27. Adequate resources

9. Garbage collection Economic Health

10. Recycling service 28. Affordability of housing

11. Electrical and gas

service reliability

29. Stability of property

values

Police Services Telecommunications

12. Respectful treatment of

citizens30. Cell phone reception

13. Fair/equitable

enforcement

31. Speed of your internet

conneciton

14. Safety education32. Variety of internet

access options

15. Response time to calls

for serviceParks and Recreation

Property Taxes33. Facilities meet your

needs

16. Fairness of property

appraisals34. Quality of facilities

17. Amount/quality of

services for taxes paid35. Variety of facilities

Township Government 36. Public safety/security

18. Trustworthy leaders 37. Access for the disabled



Township Government Management

7.17.2

7.4

7.2

6.3

6.9 7.0

7.9

4.5

5.5

6.5

7.5

8.5

Le

ade

rs a

retr

ustw

ort

hy

Eff

icie

nt

and

org

an

ize

do

pe

ratio

n

We

ll tr

ain

ed

em

plo

ye

es

Eff

ective

co

mm

un

ica

tio

nw

ith

pu

blic

Wis

ely

sp

ent

mo

ney

En

co

ura

ge

scitiz

en id

ea

s a

nd

invo

lve

me

nt

We

bsite

me

ets

ne

eds

Ho

urs

of

op

era

tio

n

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)



Economic Health

7.4

7.0

4.0

5.0

6.0

7.0

8.0

Affordability of housing Stability of property values

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)



Property Taxes

6.3

6.0

4.0

5.0

6.0

7.0

Fairness of Townshipproperty appraisals

Amount and quality of services receivedfor the Township taxes paid

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)


Drivers of Satisfaction and Behavior:

Police Services

8.5

8.1

7.4

7.7

4.0

5.0

6.0

7.0

8.0

9.0

Respectful treatment ofcitizens

Fair and equitableenforcement

Safety education Response time to calls forservice

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)



Parks and Recreation

7.7

8.0

7.4

7.6 7.6

4.5

5.5

6.5

7.5

8.5

Facilities meet yourneeds

Quality of facilities Variety of facilities Public safety/security Access for thedisabled

Av

era

ge

Sc

ore

(H

igh

= 1

0.0

)


Planning and Zoning


Planning & Zoning:

Increase Restrictions

13%

17%16%

17%

26%

12%

14%

48%

34% 31%

22%

0%

10%

20%

30%

40%

50%

Build

ing a

ppeara

nce/a

ppeal

Oth

er

pla

nnin

g (

park

ing,

lighting, tr

affic

)

Landscapin

g r

equirem

ents

Scre

enin

g/b

uffers

betw

een

pro

pert

ies

Com

merc

ial sig

ns a

long the

road

Build

ing/w

indow

sig

nage

Outd

oor

sale

s/d

ispla

ys

Pro

pert

ies in d

isre

pair (

blig

ht)

Gra

ss/n

oxio

us w

eeds

Nois

e a

nd o

ther

nuis

ances

Garb

age/leaf burn

ing

Increase Restrictions


Planning & Zoning:

Maintain Current Regulations

81%77% 75%

75%

64%

80%76%

49%

59%65% 67%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Build

ing a

ppeara

nce/a

ppeal

Oth

er

pla

nnin

g (

park

ing,

lighting, tr

affic

)

Landscapin

g r

equirem

ents

Scre

enin

g/b

uffers

betw

een

pro

pert

ies

Com

merc

ial sig

ns a

long the

road

Build

ing/w

indow

sig

nage

Outd

oor

sale

s/d

ispla

ys

Pro

pert

ies in d

isre

pair (

blig

ht)

Gra

ss/n

oxio

us w

eeds

Nois

e a

nd o

ther

nuis

ances

Garb

age/leaf burn

ing

Maintain Current Regulations


Planning & Zoning:

Reduce Restrictions

7% 6%

10%8%

11%

8%

10%

4%

7%

4%

11%

0%

10%

20%

30%

Build

ing a

ppeara

nce/a

ppeal

Oth

er

pla

nnin

g (

park

ing,

lighting, tr

affic

)

Landscapin

g r

equirem

ents

Scre

enin

g/b

uffers

betw

een

pro

pert

ies

Com

merc

ial sig

ns a

long the

road

Build

ing/w

indow

sig

nage

Outd

oor

sale

s/d

ispla

ys

Pro

pert

ies in d

isre

pair (

blig

ht)

Gra

ss/n

oxio

us w

eeds

Nois

e a

nd o

ther

nuis

ances

Garb

age/leaf burn

ing

Reduce Restrictions


Planning & Zoning:

Combined

13%17% 16%

17% 26%

12%14%

48%

34% 31%

22%

81%77%

75% 75%64%

80% 76%

49%

59% 65%

67%

7% 6%10% 8% 11% 8% 10%

4%7%

4%

11%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Build

ing a

ppeara

nce/a

ppeal

Oth

er

pla

nnin

g (

park

ing,

lighting, tr

affic

)

Landscapin

g r

equirem

ents

Scre

enin

g/b

uffers

betw

een

pro

pert

ies

Com

merc

ial sig

ns a

long the

road

Build

ing/w

indow

sig

nage

Outd

oor

sale

s/d

ispla

ys

Pro

pert

ies in d

isre

pair (

blig

ht)

Gra

ss/n

oxio

us w

eeds

Nois

e a

nd o

ther

nuis

ances

Garb

age/leaf burn

ing

Increase Restrictions Maintain Current Regulations Reduce Restrictions


Budget Priorities and Support


Budget PrioritizationPercent selecting, could select top (7) for prioritization

73%

69%

63%60%

38%

36%

31%

25% 25% 24%22%

18%17% 17% 17%

14%

10%7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Ro

ad

ma

inte

na

nce

La

w e

nfo

rce

me

nt

Fire

re

sp

onse

Em

erg

en

cy

me

dic

al re

sp

on

se

Ad

d b

ike

/wa

lkp

ath

s

Eco

nom

icd

eve

lop

me

nt

Pa

rks

Re

cyclin

gco

llectio

n

Fa

ll le

af

pic

ku

p/d

rop

off

Wate

r/sew

er

serv

ice

Tra

nsfe

rsta

tio

n/d

um

p d

ay

Co

de e

nfo

rce

me

nt

Re

c f

acili

tie

s

Sid

ew

alk

re

pa

ir

Ga

rba

ge

co

llectio

n

Co

mm

un

ica

tio

n(w

eb

, ca

ble

, p

rin

t)

Public

pa

rtic

ipation

Re

c p

rog

ram

min

g

Pe

rcen

tag

e S

pe

cif

yin

g


Support for Budget Actions if Revenues Not Adequate to Maintain

Current Levels:

Reduce Service Levels

8% 7%9%

30%

11%

37%

17%19%

24%

11%

31%

37%

33%

25%

47%

32%29%

0%

10%

20%

30%

40%

50%

Law

enfo

rcem

ent

Fire r

esponse

Em

erg

ency m

edic

al re

sponse

Sid

ew

alk

repair

Road m

ain

tenance

Add b

ike/w

alk

ing p

ath

s

Garb

age c

olle

ction

Recyclin

g c

olle

ction

Tra

nsfe

r sta

tion/d

um

p d

ay

Wate

r/sew

er

serv

ice

Park

s

Recre

ation

facili

ties/p

rogra

mm

ing

Code e

nfo

rcem

ent

Econom

ic d

evelo

pm

ent

Public

part

icip

ation

Com

munic

ation (

web, cable

,print, e

tc.)

Fall

leaf pic

k u

p/d

rop o

ff

Reduce Service Levels



Current Levels:

Raise Taxes

57%54%

42%

23%

51%

24%

7%11%

14%

28%

23%

12%

19% 20%

5% 5%8%

0%

10%

20%

30%

40%

50%

60%

Law

enfo

rcem

ent

Fire r

esponse

Em

erg

ency m

edic

al re

sponse

Sid

ew

alk

repair

Road m

ain

tenance

Add b

ike/w

alk

ing p

ath

s

Garb

age c

olle

ction

Recyclin

g c

olle

ction

Tra

nsfe

r sta

tion/d

um

p d

ay

Wate

r/sew

er

serv

ice

Park

s

Recre

ation

facili

ties/p

rogra

mm

ing

Code e

nfo

rcem

ent

Econom

ic d

evelo

pm

ent

Public

part

icip

ation

Com

munic

ation (

web, cable

,print, e

tc.)

Fall

leaf pic

k u

p/d

rop o

ff

Raise Taxes



Current Levels:

Raise User Fees

24%

28% 30%

22%

16%

21%

31%29%

33%

43%

36%

40%

34%

21%18%

25%

35%

0%

10%

20%

30%

40%

50%

Law

enfo

rcem

ent

Fire r

esponse

Em

erg

ency m

edic

al re

sponse

Sid

ew

alk

repair

Road m

ain

tenance

Add b

ike/w

alk

ing p

ath

s

Garb

age c

olle

ction

Recyclin

g c

olle

ction

Tra

nsfe

r sta

tion/d

um

p d

ay

Wate

r/sew

er

serv

ice

Park

s

Recre

ation

facili

ties/p

rogra

mm

ing

Code e

nfo

rcem

ent

Econom

ic d

evelo

pm

ent

Public

part

icip

ation

Com

munic

ation (

web, cable

,print, e

tc.)

Fall

leaf pic

k u

p/d

rop o

ff

Raise User Fees



Current Levels:

Privatize/Outsource the Service

15% 14%

22%

28%

24%21%

48%46%

32%

21%

12%14%

18%

37%

31%

42%

35%

0%

10%

20%

30%

40%

50%

Law

enfo

rcem

ent

Fire r

esponse

Em

erg

ency m

edic

al re

sponse

Sid

ew

alk

repair

Road m

ain

tenance

Add b

ike/w

alk

ing p

ath

s

Garb

age c

olle

ction

Recyclin

g c

olle

ction

Tra

nsfe

r sta

tion/d

um

p d

ay

Wate

r/sew

er

serv

ice

Park

s

Recre

ation

facili

ties/p

rogra

mm

ing

Code e

nfo

rcem

ent

Econom

ic d

evelo

pm

ent

Public

part

icip

ation

Com

munic

ation (

web, cable

,print, e

tc.)

Fall

leaf pic

k u

p/d

rop o

ff

Privatize/Outsource the Service



Current Levels:

Preferred Options for All Services

8% 7% 9%

30%

11%

37%

17%19% 24%

11%

31%37%

33% 25%

47%

32%29%

57%54%

42%

23%

51%

24%

7%11%

14%

28%

23% 12% 19%

20%

5%

5%8%

24%28%

30%22%

16% 21%

31%

29%

33%

43%

36%40% 34%

21%

18%

25%

35%

15% 14%

22%28% 24%

21%

48%46%

32%

21%12% 14%

18%

37%31%

42%

35%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

110%

Law

enfo

rcem

ent

Fire r

esponse

Em

erg

ency m

edic

al re

sponse

Sid

ew

alk

repair

Road m

ain

tenance

Add b

ike/w

alk

ing p

ath

s

Garb

age c

olle

ction

Recyclin

g c

olle

ction

Tra

nsfe

r sta

tion/d

um

p d

ay

Wate

r/sew

er

serv

ice

Park

s

Recre

ation

facili

ties/p

rogra

mm

ing

Code e

nfo

rcem

ent

Econom

ic d

evelo

pm

ent

Public

part

icip

ation

Com

munic

ation (

web, cable

,print, e

tc.)

Fall

leaf pic

k u

p/d

rop o

ff

Reduce Service Levels Raise Taxes Raise User Fees Privatize/Outsource the Service


Consideration of Future Options


Interest and Support for Future Service

Improvements

48%

30%

50%

17%

20%

26%

17%

26%

16%

45%

41%

31%

35%

44%

33%

38%

39%

43%

0%

10%

20%

30%

40%

50%

60%

Police services(maintain service

levels)

Police services(expand service

levels)

Roadmaintenance/repair

Publictransportation

Parks and rec(expand

options/capitalimprovements)

Recyclingcollection (Twp-

wide contract with1 company)

Pe

rcen

tag

e S

pe

cif

yin

g

Support Additional Funding Oppose Additional Funding Need More Information


Text Cloud: Additional Comments

Regarding the Township

Note: See full list of comments for context

Top Themes:

1. Streets/Roads

– improve,

better

resurfacing

2. Taxes– too

high, better

usage of funds

3. Neighborhood

– more

sidewalks, biking

access


Implementing Results


Perception v Reality: Minimize Distortion

or Fix Real Performance Issues


The diagram at the right provides a framework for

following up on this survey.

The first step (measurement) is complete. This

measurement helps prioritize resources and create a

baseline against which progress can be measured.

The second step is to use internal teams to further

analyze the results and form ideas about why

respondents answered as they did and potential

actions in response.

The third step is to validate ideas and potential

actions through conversations with residents and

line staff – do the ideas and actions make sense.

Focus groups, short special-topic surveys and

benchmarking are helpful.

The fourth step is to provide staff with the skills

and tools to effectively implement the actions.

The fifth step is to execute the actions.

The final step is to re-measure to ensure progress

was made and track changes in resident needs.

Strategy is About Action:

Improve Performance to Improve Outcomes

1 Measure

2 Ideas/

Brainstorm

3Validate/ Confirm

4Train

5Implement

Outcomes


Be Clear About Your Strategic Outcomes

What are the characteristics of an

ideal community through residents’ eyes?

MUNICIPAL EMPLOYEES’ RETIREMENT SYSTEM© 2013 CobaltCommunityResearch2013121

Your residents want you to succeed.

http://www.cobaltcommunityresearch.org/index.php?option=com_banners&task=click&bid=4

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Oshtemo Township Citizen Engagement and …...Property Taxes 33. Facilities meet your needs 16....

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