2019 Citizen Satisfaction Research and Insights Presentation November 12, 2019 Contact Krista Ring Manager: Web, Research, and Projects The City of Calgary 403-268-9963 | 403-988-9425 [email protected]1 2019 | Citizen Satisfaction Research and Insights: C2019-1438
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2019 Citizen Satisfaction Research and Insights...2019 Citizen Satisfaction Research and Insights Presentation November 12, 2019 Contact Krista Ring Manager: Web, Research, and Projects
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2019 | Citizen Satisfaction Research and Insights: C2019-1438
Budget Conversations
112019 | Citizen Satisfaction Research and Insights: C2019-1438
24%
5%
4%
5%
3%
4%
3%
12%
6%
4%
4%
10%
6%
4%
8%
8%
6%
5%
4%
4%
35%
7%
7%
6%
5%
5%
5%
17%
8%
6%
6%
15%
9%
6%
11%
11%
8%
8%
7%
7%
5%
4%
4%
11%
First Mention Other Mentions
5%
11%
Issue Agenda
In your view, as a resident of the city of Calgary, what is the most important issue facing your community, that is, the one issue you feel should receive the greatest attention from your local leaders? Are there any other important local issues?
Base: Valid respondents (n=2,422)
NET mentions of <4% are not shown
Multiple Responses
12
% Change Fall 2018 – Fall 2019
Statistically higher than Fall 2018
Statistically lower than Fall 2018
5%
Note: A “NET” is a combination of 2 or more mentions that
cover a specific theme
Infrastructure, Traffic & Roads [NET] -5
Traffic congestion -2
Road conditions +1
Infrastructure maintenance +1
(Lack of) snow removal -3
Roads (unspecified) -3
Too much/poorly planned/delayed road construction +1
Transit [NET] +1
Public Transportation (incl. buses/ C-train/ poor service) +1
2019 | Citizen Satisfaction Research and Insights: C2019-1438
25%
34%
26%
29%
27%
35%
26%25%
29%
26%
30%29%
22%
24%
16%15%
19%18%
14%
18%
16%
14% 14%13% 13%
12%
9%
12%16%
12%
11%
13%
8% 8%
8%
10%
8%9%
7%9%
8%
10%
3% 3%4%
2%
3% 3%4%
6%5% 6%
7%5%
17%
8%
2009(n=919)
2010(n=900)
2011(n=908)
2012(n=896)
2013(n=878)
2014(n=2,176)
2015(n=2,395)
2016(n=2,449)
Spring2017
(n=2,454)
Fall 2017(n=2,431)
Spring2018
(n=2,066)
Fall 2018(n=2,450)
Spring2019
(n=2,433)
Fall 2019(n=2,421)
Infrastructure, Traffic & Roads
Transit
Crime, Safety & Policing
Taxes
Tracking Most Important Issue Facing Calgary
In your view, as a resident of the city of Calgary, what is the most important issue facing your community, that is, the one issue you feel should receive the greatest attention from your local leaders?
Base: Valid respondents
First Mention Only
13
Statistically higher than Spring 2019
Statistically lower than Spring 2019
2019 | Citizen Satisfaction Research and Insights: C2019-1438
49%51%
58%62%
65% 65% 64% 63%
57%60%
53%
59%
48%
54%
34%36%
34%
29%27% 27% 27% 27%
33%29%
31%29%
33%31%
17%13%
9% 8% 9% 8% 9% 10% 10% 11%
16%12%
19%15%
2009(n=980)
2010(n=986)
2011(n=979)
2012(n=978)
2013(n=988)
2014(n=2,417)
2015(n=2,414)
2016(n=2,466)
Spring2017
(n=2,480)
Fall 2017(n=2,467)
Spring2018
(n=2,074)
Fall 2018(n=2,477)
Spring2019
(n=2,464)
Fall 2019(n=2,450)
Good Value
Neutral
Poor Value
Tracking Perceived Value of Property Taxes
Your property tax dollars are divided between The City and the Province. In Calgary, approximately half of your property tax bill goes to The City to fund municipal services. Considering the services provided by The City, please rate the value you feel you receive from your municipal property tax dollars using a scale of 1 to 10 where “1” represents “very poor value” and “10” represents “very good value”.
Base: Valid respondents
14
Statistically higher than Spring 2019
Statistically lower than Spring 2019
2019 | Citizen Satisfaction Research and Insights: C2019-1438
Definition of ‘Value for Taxpayer Dollars’
New Question in Fall 2019: When it comes to the services The City of Calgary provides, what does 'value' mean to you? In other words, if you say you're 'getting good value' for a service, what does that mean? Base: Valid respondents (n=2,502)
51%
17%
12%
9%
8%
4%
49%
14%
14%
13%
11%
12%
3%
2%
2%
2%
10%
8%
3%
9%
2%
2%
2%
2%
3%
6%
Good Quality of Services [NET]
Good/ quality services
Meets every need
Satisfied/ happy with services
Quick/ prompt/ fast service
Effective/ works well
Appropriate Spending [NET]
Low cost/ affordable
You get what you pay for
Appropriate spending of taxes
Job is being done efficiently
Good Customer Service [NET]
Helpful
Answers questions/ informative
Responsive
Good customer service
Accessible/ Convenient Services [NET]
Accessible/ available services
Convenient/ easy to use
Provision of Specific Services [NET]
Public safety
Parks/ recreation facilities
Roads and infrastructure
Waste management
Transparency [NET]
Don’t Know
15
Multiple mentions allowed
NET mentions of <3% are
not shown
Note: A “NET” is a combination of 2 or more mentions that
cover a specific theme
2019 | Citizen Satisfaction Research and Insights: C2019-1438
48%
55%
61%59% 59% 60% 59%
49%48%
50%48%
52%
41%44%
40%
37%
32%34% 35%
33%
36%
46% 47%45%
48%
43%
53%50%
2009(n=967)
2010(n=979)
2011(n=981)
2012(n=966)
2013(n=986)
2014(n=2,404)
2015(n=2,406)
2016(n=2,457)
Spring2017
(n=2,463)
Fall 2017(n=2,459)
Spring2018
(n=1,639)
Fall 2018(n=2,460)
Spring2019
(n=2,463)
Fall 2019(n=2,452)
Increase taxes to maintain or expand services
Cut services to maintain or reduce taxes
Tracking Balancing Taxation and Service Delivery Levels: Increase Taxes versus Cut Services
Municipal property taxes are the primary way to pay for services and programs provided by The City of Calgary. Due to the increased cost of maintaining current service levels and infrastructure, The City must balance taxation and service delivery levels. To deal with this situation, which of the following four options would you most like The City to pursue?
Base: Valid respondents
16
Statistically higher than Spring 2019
Statistically lower than Spring 2019
2019 | Citizen Satisfaction Research and Insights: C2019-1438
Investment
Importance SatisfactionMore Same Less
(very + somewhat)
Calgary Fire Department 100% 98% 44% 55% 2%
Calgary Police Service 99% 92% 54% 42% 3%
911 99% 98% 34% 66% 1%
Drinking water 99% 95% 27% 72% 1%
Residential garbage collection 98% 90% 19% 75% 7%
Road maintenance 98% 73% 54% 44% 2%
Snow removal 98% 75% 52% 45% 3%
Roads and infrastructure 97% 84% 46% 49% 5%
Parks, playgrounds, open spaces 97% 93% 41% 55% 4%
Social services 97% 84% 62% 35% 3%
Traffic flow management 96% 69% 51% 45% 4%
Disaster planning and response 95% 95% 23% 71% 5%
City Programs & Services:Satisfaction | Importance | Investment
Statistically higher than Fall 2018
Statistically lower than Fall 2018
2019 | Citizen Satisfaction Research and Insights: C2019-1438 17
Investment
Importance SatisfactionMore Same Less
(very + somewhat)
Transportation planning 95% 77% 50% 43% 6%
Affordable housing 93% 69% 63% 31% 6%
Property tax assessment 93% 64% 27% 54% 19%
City land use planning 93% 79% 34% 57% 9%
City growth management 93% 75% 40% 48% 11%
Calgary's pathway system 93% 93% 32% 61% 7%
City operated recreation facilities 93% 89% 42% 51% 7%
Spring road cleaning 92% 92% 18% 75% 8%
Residential Blue Cart recycling 91% 90% 17% 70% 13%
311 service 91% 93% 21% 73% 7%
Calgary Transit - bus and CTrain 90% 79% 56% 39% 5%
City Programs & Services:Satisfaction | Importance | Investment
Statistically higher than Fall 2018
Statistically lower than Fall 2018
2019 | Citizen Satisfaction Research and Insights: C2019-1438 18
Investment
Importance Satisfaction More Same Less(very + somewhat)
Community services 90% 89% 35% 54% 10%
City operated recreation programs 87% 89% 37% 55% 8%
Development / building inspections and
permits87% 87% 26% 66% 8%
Protection from river flooding 86% 93% 27% 63% 10%
Business licenses and inspections 86% 88% 24% 68% 8%
Residential Green Cart 82% 87% 11% 67% 21%
Support for arts and culture 80% 85% 24% 52% 24%
Bylaw services 79% 87% 16% 65% 19%
Downtown revitalization 79% 77% 36% 45% 19%
City of Calgary website 79% 86% 19% 70% 11%
Animal control services 77% 93% 13% 70% 17%
On-street Bikeways 56% 60% 23% 34% 43%
City Programs & Services:Satisfaction | Importance | Investment
Statistically higher than Fall 2018
Statistically lower than Fall 2018
2019 | Citizen Satisfaction Research and Insights: C2019-1438 19
Importance vs. Satisfaction Grid
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Satisfaction
Imp
ort
an
ce
202019 | Citizen Satisfaction Research and Insights: C2019-1438
Importance vs. Satisfaction Grid
75%
90%
63% 85%
Green Cart Recycling
Satisfaction
Imp
ort
an
ce
Primary Weakness Primary Strength
Secondary StrengthSecondary Weakness
Callout: “On-street bikeways” is plotted at (60% satisfaction, 56% importance) and is illustrated on this graph in the callout box.
9-1-1Police Service
Quality of Drinking Water
Garbage Collection
Road Maintenance
Parks, Playgrounds & Open SpacesSocial Services and
Snow Removal
Traffic Flow Management
Transportation Planning
Calgary Transit
Affordable HousingProperty Tax
AssessmentBlue Cart Recycling
Calgary's Pathway System
Spring Road Cleaning
Land Use Planning
City Growth Management
RecreationFacilities
311 Service
Development and Building Inspections & Permits
Protection from River Flooding
Community Services
Recreation Programs
Business Licenses & Inspection
Bylaw Services
Animal Control Services
Support for Arts & Culture
City of Calgary Website
Downtown Revitalization
21
Disaster Planning & Response
Roads and Infrastructure
Fire Department
On-street bikeways
Invest more >34%
Invest less >10%
2019 | Citizen Satisfaction Research and Insights: C2019-1438
Services that receive less than $70M in tax supported budget ($000) and less than 17% of citizens who said to 'invest less'
% o
f c
itiz
en
s w
ho
sa
id ‘in
ve
st
les
s’
Source: Spring Pulse Survey – 2019 | One Calgary Plans and Budgets
2019 | Citizen Satisfaction Research and Insights: C2019-1438
Proposed Service Reductions
New Question in Fall 2019: Of all the services you know of that are provided by The City of Calgary, name up to three services that you would propose to have a service reduction in order to save costs. Base: Valid respondents (n=2,502)
17%
7%
7%
7%
15%
6%
5%
4%
15%
11%
3%
2%
14%
12%
8%
3%
9%
8%
8%
6%
6%
3%
21%
Waste Management [NET]
Blue Cart
Black Cart
Green Cart
Government Spending [NET]
Reduce Council/ staff wages
Reduce amount of staff
Budget control/ appropriate spending
Roads and Infrastructure Spending [NET]
Road maintenance and improvements
Snow removal
Traffic congestion
Arts Projects/ Activities [NET]
Recreation [NET]
Facilities/ hockey rinks/ sports fields
New Flames arena
Maintenance of Parks and Pathways [NET]
Bicycle/ Scooter Lanes [NET]
Transit [NET]
Emergency Services [NET]
Community/ Social Services [NET]
Nothing
Don’t Know
24
NET mentions of <5% are
not shown
Multiple mentions allowed
Note: A “NET” is a combination of 2 or more mentions that
cover a specific theme
2019 | Citizen Satisfaction Research and Insights: C2019-1438
Proposed Service Increases
New Question in Fall 2019: Again, considering all the services that you know The City of Calgary provides, name up to three services that you would propose to spend more on to receive an increase in service.
Base: Valid respondents (n=2,502)
36%
29%
18%
9%
32%
19%
12%
6%
4%
27%
17%
12%
11%
8%
8%
8%
6%
4%
7%
Emergency Services [NET]
More police presence
More Fire Department services
More ambulance services
Roads and Infrastructure [NET]
Road maintenance/ improvements
Snow removal
Infrastructure maintenance/ improvements
Traffic congestion/ control
Transit [NET]
Community/ Social Services [NET]
Recreation [NET]
Maintenance of Parks and Pathways [NET]
Homelessness/ Poverty/ Affordable Housing [NET]
Education [NET]
Healthcare [NET]
Waste Management [NET]
Nothing
Don’t Know
25
NET mentions of <5% are
not shown
Multiple mentions allowed
Note: A “NET” is a combination of 2 or more mentions that
cover a specific theme
2019 | Citizen Satisfaction Research and Insights: C2019-1438
10%
44%
27%
18%
Property Tax Dollar Investment
Please indicate if you strongly agree, somewhat agree, somewhat disagree or strongly disagree with each of the following statements.
Base: Valid respondents (n=2,487 / n=2,465)
57%
37%
4%
2%
Agree:94%
Strongly agree
Somewhat agree
Somewhat disagree
Strongly disagree
I am interested in knowing how my property tax dollars are
invested in various City services
The City does a good job of providing citizens with information about how their property tax dollars are invested in various City services
Agree:55%*
Strongly agree
Somewhat agree
Somewhat disagree
Strongly disagree
26
*Rounding
2019 | Citizen Satisfaction Research and Insights: C2019-1438
27
93% 93% 93% 92% 92% 93% 94% 93% 94%
67%65%
63%61% 60%
57%60%
52%55%
2014 2015 2016 Spring 2017 Fall 2017 Spring 2018 Fall 2018 Spring 2019 Fall 2019
I am interested in knowing how my property tax dollars are invested invarious City services (Agree)
The City does a good job of providing citizens with information about howtheir property tax dollars are invested in various City services (Agree)
Property Tax Dollar Investment: Tracking
Please indicate if you strongly agree, somewhat agree, somewhat disagree or strongly disagree with each of the following statements.
2019 | Citizen Satisfaction Research and Insights: C2019-1438
City Programs and Services
302019 | Citizen Satisfaction Research and Insights: C2019-1438
31
81%84%
79% 80% 79%76%
79%76% 77%
73% 74%
4% 2%5% 3% 4% 5% 4%
7% 6% 7% 7%
2012(n=997)
2013 (n=997)
2014(n=2,432)
2015 (n=2,446)
2016(n=2,479)
Spring2017
(n=2,495)
Fall 2017(n=2,486)
Spring2018
(n=2,097)
Fall 2018(n=2,488)
Spring2019
(n=2,494)
Fall 2019(n= 2,487)
Satisfied Not Satisfied
Satisfaction with the Overall Level and Quality of City Services and Programs
On a scale from “1” to “10” where “1” represents “not at all satisfied” and “10” represents “very satisfied,” how satisfied are you with the overall level and quality of services and programs provided by The City of Calgary?
Base: Valid respondents
2019 | Citizen Satisfaction Research and Insights: C2019-1438
2019 Customer Service Snapshot
32
43%Businesses agree “The City of
Calgary makes customer
service a priority.”
79%Calgarians agree “The City of
Calgary makes customer
service a priority.”
62%
Businesses agree
“City staff are
courteous,
helpful, &
knowledgeable.”
36%
Businesses agree
“The City
responds quickly
to requests and
concerns.”
Source: Citizen Satisfaction Survey – Fall 2019 | Business Perspectives Survey – 2019 Wave 2
92%
Calgarians agree
“City staff are
courteous,
helpful, &
knowledgeable.”
72%
Calgarians agree
“The City
responds
quickly to
requests and
concerns.”
2019 | Citizen Satisfaction Research and Insights: C2019-1438
Overall Quality of City Information
& Communications | Amount of Information Accessible
33
2% 44% 54%Believe they have
access to too
much information
Believe they
have access to
too little
information
Believe they have
access to just the
right amount of
information
75%Satisfied with the overall
quality of City information
and communications.
2%2%2%2%1%2%
44%41%
47%47%
50%
44%
54%57%
51%51%
48%
54%
Fall 2019(n=2,502)
Fall 2018(n=2,500)
Spring 2018(n=2,101)
Fall 2017(n=2,500)
Spring 2017(n=2,501)
2016(n=2,500)
Too much Too little Just the right amount
75%72%80%
74%
84%75%
25%28%20%
26%
16%25%
Fall 2019(n=2,502)
Spring2019
(n=2,500)
Fall 2018(n=2,500)
Spring2018
(n=2,101)
Fall 2017(n=2,500)
Spring2017
(n=2,501)
Satisfied Not satisfied
2019 | Citizen Satisfaction Research and Insights: C2019-1438
34
As you know, there are many people living in Calgary who come from a variety of backgrounds and experiences. Please indicate
the extent to which you agree or disagree that The City of Calgary meets the needs of the following groups of Calgarians. By The
City of Calgary, we’re referring to the municipal government and the services and programs it offers.