Penrith City Council Community Satisfaction Research · Penrith City Council Community Research May 2019 Page | 6 Summary and Recommendations Summary 90% of Penrith City Council residents

Penrith City Council

Community Satisfaction Research

Prepared by: Micromex Research

Date: May 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.

Table of Contents

Summary and Recommendations ........................................................................................... 4

Summary of Results – Quick Stats ................................................................................................... 5

Summary and Recommendations ................................................................................................. 6

Background and Methodology ................................................................................................ 7

Sample Profile .......................................................................................................................... 10

Key Findings ............................................................................................................................. 12

Overview (Overall satisfaction) .................................................................................................... 13

Overview (Overall quality of life) ................................................................................................. 14

Overview (Value for the rate dollar) ........................................................................................... 15

Overview (Top priority area for Council to focus on) ................................................................. 16

Comparison to the Micromex LGA Benchmark.......................................................................... 20

Section A – Overall Performance .......................................................................................... 31

Overall Satisfaction with Council ........................................................................................................ 32

Value for the Rate Dollar ..................................................................................................................... 33

Section B – Community Pride, Safety and Connectedness ................................................. 35

Most Valued Aspect of the Penrith Area ........................................................................................... 35

Agreement with Statements regarding the Penrith Area ................................................................. 36

Overall Quality of Life in Penrith .......................................................................................................... 38

Participation in/Attendance of Cultural Activities and Events ......................................................... 39

Council Community Centres ............................................................................................................... 41

Section C – Future Vision for the Area ................................................................................... 43

Top Challenge Facing Penrith in the Next 10 Years .......................................................................... 44

Awareness of State and Federal Government Projects ................................................................... 45

Support for State and Federal Government Projects........................................................................ 46

Section D – Customer Service ................................................................................................ 47

Contact with Council in the Past 12 Months ...................................................................................... 48

Information About Council Services ................................................................................................... 52

Council Social Media ........................................................................................................................... 53

Section E – Importance of, and Satisfaction with, Council Services & Facilities ................ 54

Use of Council Services in the Last 2 Years ......................................................................................... 94

Demographics ......................................................................................................................... 95

Appendix A – Additional Analysis .......................................................................................... 95

Appendix B – Questionnaire ................................................................................................... 95

Summary and

Recommendations


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Summary of Results – Quick Stats

14.8% Council is trustworthy

9.3% Council communicates

well with residents

7.9% Opportunities for

residents to get involved

in decision making

6.3% Council listens to the

community’s needs

and expectations

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

30 out of 35

Residents are at least

moderately satisfied with

Council services/facilities

90%

The key mediums

used to access

information about

Council Services are

online sources

Social media

53%

(Most likely/likely)

Council website

53%

(Most likely/likely)

of residents strongly

agree/agree with the

statement ‘I am happy

living in Penrith’

of residents rate their

overall quality of life

as good to

‘excellent’

of those who contacted

Council were at least

somewhat satisfied with

the performance of staff

87%

83%

90%

of residents believe the

services provided by Council

are good to excellent value

for the rate dollar

64%


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Summary and Recommendations

Summary

90% of Penrith City Council residents rate their overall quality of life as ‘good’ to ‘excellent’. 83% of residents

strongly agree/agree with the statement ‘I am happy living in Penrith’. The key areas residents most value

about living in the LGA include, the convenience of the location, the natural environment and

peacefulness of the region.

90% of residents are at least ‘somewhat satisfied’ with the performance of Council over the last 12 months.

Furthermore, 87% of those who had direct contact with Council were at least ‘somewhat satisfied’ with the

performance of staff. Residents are significantly more satisfied with both these measures in 2019, with results

returning to similar levels recorded in 2015.

With only 5 of the 35 service areas receiving moderately low levels of satisfaction, residents, for the most

part, are satisfied with Council’s delivery of services to the LGA

When asked the key challenges facing the LGA in the coming 10 years, the top 3 mentions centred on

issues relating to the growing population, including specifically, traffic congestion and ensuring

infrastructure can sufficiently service the growing population.

The Shapley Analysis has shown that the key drivers of overall resident satisfaction are centred on issues

pertaining community engagement. ‘Council is trustworthy’, ‘Council communicates well with residents’,

‘Council provides opportunities for residents to get involved in decision making’, ‘Council listens to the

community’s needs and expectations’ and ‘information on Council services and facilities’ account for

almost half of overall satisfaction with Council.

Recommendations

The 2019 research has highlighted positive results for Council across a range of key measures. With residents’

overall satisfaction with Council clearly driven by engagement, Council should look to assess/validate its

current processes in relation to a community engagement framework in order to further maintain and/or

strengthen community satisfaction.

Specifically:

1. Actively promote Council’s engagement principles

2. Look to communicate how Council decisions are made and the manner with which community

input has been incorporated into the process

3. Explore community expectations about the type of engagement the community want in planning

for the future of the region

4. Explore sustainable community service level expectations of Council’s services and facilities

If Council can better and more actively engage the community in these areas, there is the opportunity to

positively shift overall resident satisfaction with Council as a whole.

Background and

Methodology


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Background and Methodology

Penrith 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 the community’s level of agreement with prompted statements surrounding

wellbeing/connectedness

Identifying methods of communication and engagement with Council

Identifying top priority areas for Council to focus on

Identifying community awareness/support for State and Federal Government projects in the LGA

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 Penrith City Council, developed the questionnaire.

A copy of the questionnaire is provided in Appendix B.

Data collection

The survey was conducted during the period 22nd March – 2nd April 2019 from 4:30pm to 8:30pm Monday

to Friday, and from 10am to 4pm Saturday.

Survey area

Penrith City Council Local Government Area.

Sample selection and error

A total of 551 resident interviews were completed.

445 of the 551 respondents were selected by means of a computer based random selection process using

the electronic White Pages and SamplePages. The remaining 106 respondents were ‘number harvested’

via face-to-face intercept at a number of areas around the Penrith City LGA, i.e. Penrith Train Station,

Penrith Festival, St Marys Train Station, Kingswood Train Station and Mulgoa Shopping Centre.

A sample size of 551 residents provides a maximum sampling error of plus or minus 4.2% at 95% confidence.

This means that if the survey was replicated with a new universe of N=551 residents, 19 times out of 20 we

would expect to see the same results, i.e. +/- 4.2%.

For the survey under discussion the greatest margin of error is 4.2%. 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 the Penrith City

Council area.

Interviewing

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

Society) Code of Professional Behaviour.


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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, Penrith 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, ratepayer status, residential location and length of time lived in the

LGA.

Previously the research was conducted using an 11-point rating scale. For the purpose of comparison,

ratings have been recalculated to provide an indicative 5-point rating scale. As a rule, a change of

approximately +/- 0.30 is deemed significant.

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.

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

satisfaction with that service/facility.

Top Box Scores

References to top box scores (T2B/T3B) have been used to analyse ratings questions. Following is an

explanation:

Importance – Top 2 Box (Very important/Important)

Satisfaction – Top 3 Box (Very satisfied/Satisfied/Somewhat satisfied)

Agreement – Top 2 Box (Strongly agree/Agree)

Support – Top 2 Box (Very supportive/Supportive)

Likelihood – Top 2 Box (Most likely/Likely)

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 Penrith City Council results against those of the developed Council

Benchmarks based on over 30,000 interviews.

Sample Profile


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Sample Profile

Base: N = 551

A sample size of 551 residents provides a maximum sampling error of plus or minus 4.2% at 95% confidence. The sample

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

Note: 2 respondents refused to answer language spoken, country of birth and disability status.

62%

11%

15%

12%

23%

29%

48%

92%

8%

97%

3%

33%

67%

74%

26%

10%

13%

16%

27%

21%

13%

51%

49%

0% 25% 50% 75% 100%

More than 10 years

6-10 years

3-5 years

6 months - 2 years

Rural Area

Release Area

Established Urban Area

Do not identify as having a disability

Identify as having a disability

Non Aboriginal/Torres Strait Islander

Aboriginal/Torres Strait Islander

Other

Australia

Do not speak a language other than English

Speak a language other than English

70+

60-69

50-59

35-49

25-34

18-24

Female

Male

Gender

Age

Country of birth

Language spoken

Aboriginal/Torres Islander status

Residential location

Time lived in the area

Disability status

Ratepayer status*

Key Findings


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Key Findings

Overview (Overall satisfaction)

Summary

Overall, 90% of residents are at least somewhat satisfied with the performance of Council over the past 12

months. Residents are significantly more satisfied than in 2017, with results returning to similar levels recorded

in 2015 and 2013.

Comparisons with the Micromex LGA Metro Benchmark show Penrith City Council to be performing

marginally higher than the normative data.

Q4a. How would you rate the overall performance of Penrith City Council as an organisation over the past 12

months?

2019 2017 2015 2013

Mean rating 3.57▲ 3.26 3.56 3.58

Established

Urban Area Release Area Rural Area

Mean rating 3.59 3.68 3.38▼

Penrith City

Council

Micromex LGA

Metro

Benchmark

Mean rating 3.57 3.54

T3B Satisfaction 90% 89%

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

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

3%

8%

32%

46%

11%

3%

7%

29%

53%▲

8%▼

0% 20% 40% 60%

Not at all satisfied

Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied

Penrith City Council N=551 Micromex LGA Metro Benchmark N=13,897


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Key Findings

Overview (Overall quality of life)

Summary

90% of residents rated their overall quality of life in Penrith as ‘good’ to ‘excellent’. Whilst high, comparisons

with the Metro Benchmark show residents are significantly less satisfied than the normative data.

Q3b. How would you rate the overall quality of life in Penrith?

Penrith City

Council

Micromex Metro

Benchmark

Mean rating 4.61▼ 4.91


Overall Male Female 18-34 35-49 50-59 60-69 70+

Mean rating 4.61 4.64 4.57 4.51 4.61 4.60 4.80▲ 4.71

Established


Less than 10

years

More than 10

years

Mean rating 4.52 4.68 4.69 4.58 4.62

Scale: 1 = very poor, 6 = excellent

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

Base: N=551

1%

1%

8%

33%

41%

16%

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

Very poor

Poor

Fair

Good

Very good

Excellent


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Key Findings

Overview (Value for the rate dollar)

Summary

64% of residents believe the services provided by Penrith City Council are ‘good’ to ‘excellent’ value for

the rate dollar.

Q4b. Please tell me if you think that the services provided by Penrith City Council are good value for the rate dollar?


Mean rating 3.75 3.79 3.72 3.87 3.73 3.44▼ 3.93 3.72

Established


Less than 10

years

More than 10

years

Mean rating 3.89▲ 3.86 3.33▼ 3.85 3.69



Base: N=551

3%

8%

25%

42%

18%

4%

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

Very poor

Poor

Fair

Good

Very good

Excellent


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Key Findings

Overview (Top priority area for Council to focus on)

Summary

Residents believe the top challenges facing Penrith over the next 10 years include ‘traffic congestion’

(22%), ‘managing population growth’ (19%) and ensuring ‘adequate infrastructure to cater for the growing

population’ (12%).

Q1b. What would you say is the top challenge facing Penrith 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.

Base: N = 551 Note: For a complete list, please see Appendix A

2%

10%

2%

2%

4%

4%

6%

7%

9%

12%

19%

22%

0% 10% 20% 30%

Don't know/nothing

Other

Quality and quantity of local services and facilities

Employment opportunities

Development of the airport

Housing availability/affordability

Lack of parking

Infrastructure and maintenance of roads

Public transport

Infrastructure to cater for the growing population

Managing population growth/overcrowding/

overdevelopment

Traffic congestion


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Key Findings

A core element of this community survey was the rating of 35 facilities/services in terms of Importance and

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

to the 2017 research.

Note: In 2017 the research was conducted using an 11-point rating scale. For the purpose of comparison, ratings have

been recalculated to provide an indicative 5-point rating scale. As a rule, a change of approximately +/- 0.30 is

deemed significant.

Key Importance Trends

Compared to the previous research conducted in 2017, there were no significant increases in residents’

levels of importance.

There was, however, significant declines in residents’ level of importance placed on the following:

2019 2017

Library services 3.52 4.01

Provision of car parking 4.24 4.52

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

Key Satisfaction Trends

Over the same period there was an increase in residents’ levels of satisfaction across 3 of the comparable

23 services and facilities provided by Council, these were:

2019 2017

Library services 4.18 3.90

Local community festivals and events 3.67 3.32

Supporting local business and jobs 3.43 2.84

There was also a significant decline in residents’ level of satisfaction with 1 of the comparable services and

facilities, this included:

2019 2017

Household waste management 3.55 3.84



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Key Findings Importance

The following services/facilities received the highest importance ratings:

Top 5 for Importance

Household waste management 4.70

Clean streets and public spaces 4.66

Infrastructure meets population needs 4.63

Managing Penrith’s future 4.61

Council is trustworthy 4.59

Ease of traffic flow 4.59

The following services/facilities received the lowest importance ratings:

Bottom 5 for Importance

Library services 3.52

Local community festivals and events 3.53

Pathways and cycleways 3.59

Services for Aboriginal or Torres Strait Islanders 3.63

Services for people from different cultural and language backgrounds 3.66


Satisfaction

The following services/facilities received the highest satisfaction ratings:

Top 5 for Satisfaction

Library services 4.18

Access to parks, reserves and open green spaces 3.78

Local community festivals and events 3.67

Condition of sports fields 3.63

Playgrounds meet play needs 3.61

The following services/facilities received the lowest satisfaction ratings:

Bottom 5 for Satisfaction

Ease of traffic flow 2.74

Provision of car parking 2.78

Infrastructure meets population needs 2.85

Council listens to the community’s needs and expectations 2.94

Council communicates well with residents 2.99



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Key Findings The following table shows the hierarchy of the 35 services/facilities ranked by the top 2 box importance

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

important by residents is ‘clean streets and public spaces’, with a top 2 box importance score of 95%. For

the most part, the majority of services/facilities provided by Council are deemed highly important, with

only 7 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.

Clean streets and public spaces 95% 81%

Household waste management 94% 80%

Infrastructure meets population needs 91% 63%

Condition and safety of local roads 90% 79%

Condition of public spaces 90% 84%

Ease of traffic flow 90% 59%

Managing Penrith’s future 90% 80%

Clean natural areas 90% 88%

Council is trustworthy 89% 75%

Supporting local business and jobs 89% 85%

Access to public transport 86% 71%

Protection of bushland, natural environment and

wildlife 86% 80%

Access to parks, reserves and open green spaces 85% 92%

Council communicates well with residents 84% 67%

Council listens to the community’s needs and

expectations 84% 71%

Facilities provided in local parks, reserves and

open green spaces 80% 77%

Provision of car parking 79% 59%

Street and public space lighting 79% 85%

Council provides opportunities for residents to get

involved in decision making 77% 71%

Advocate community needs to all levels of

government 76% 77%

Access to shade and shelter in the City’s public

spaces 75% 80%

Information on council services and facilities 75% 82%

Playgrounds meet play needs 75% 84%

Disability services 74% 81%

Services for older residents 74% 81%

Condition of sports fields 72% 87%

Services for younger residents 72% 83%

Planning enhances natural characteristics 70% 79%

Availability of information about building

approvals 64% 72%

Companion animal control 63% 86%

Services for people from different cultural and

language backgrounds 60% 88%

Services for Aboriginal or Torres Strait Islanders 57% 86%

Pathways and cycleways 56% 83%

Local community festivals and events 54% 90%

Library services 53% 94%

Importance T2B Service/Facility (Ranked by importance)

Satisfaction T3B


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Comparison to the Micromex LGA Benchmark

By charting residents’ top 2 importance scores against the 29 comparable LGA Benchmark scores we can

see that 11 service/facilities are equal to, if not more important than, Benchmark norms. For the remaining

services/facilities, residents have rated their importance lower than Benchmark norms.

Importance T2B – Penrith City Council Vs LGA Benchmark

*These services/facilities have been abbreviated, following are the full descriptions:

Opportunities to get involved in decision making

Protection of bushland, natural environment and wildlife

Services for people of different cultures/languages

Access to parks, reserves and open green spaces

Facilities in local parks/reserves/open green spaces

Availability of information about building approvals

40%

60%

80%

100%

Penrith City Council T2B Importance Micromex LGA Benchmark T2B Importance


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40%

60%

80%

100%

Penrith City Council T3B Satisfaction Micromex LGA Benchmark T3B Satisfaction


When viewing the results of the top 3 box satisfaction scores, Penrith City Council is performing above/equal

to the LGA Benchmark across a number of services/facilities. The table on the following page further

analyses the variance between Penrith City Council T3B satisfaction scores and Benchmark norms.

Satisfaction T3B – Penrith City Council Vs LGA Benchmark

*These services/facilities have been abbreviated, following are the full descriptions:

Planning enhances natural characteristics

Services for people of different cultures/languages





Facilities in local parks/reserves/open green spaces


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

LGA Benchmark. We can see that for 14 of the comparable services/facilities, residents’ top 3 box scores

are higher than, or equal to the Benchmark score.

Service/Facility


T3B Satisfaction

Scores

LGA Benchmark T3B

Satisfaction Scores Variance

Pathways and cycleways 83% 70% 13%

Planning enhances natural characteristics 79% 69% 10%

Services for people from different cultural

and language backgrounds 88% 82% 6%

Managing Penrith’s future 80% 75% 5%

Condition and safety of local roads 79% 74% 5%

Council provides opportunities for residents

to get involved in decision making 71% 67% 4%

Information on council services and facilities 82% 78% 4%

Access to parks, reserves and open green

spaces 92% 91% 1%

Services for younger residents 83% 82% 1%


approvals 72% 71% 1%

Library services 94% 93% 1%

Clean natural areas (bushland, the Nepean

River and creeks) 88% 88% 0%

Supporting local business and jobs 85% 85% 0%

Local community festivals and events 90% 90% 0%

Condition of public spaces 84% 85% -1%

Companion animal control 86% 88% -2%

Provision of car parking 59% 62% -3%

Disability services 81% 85% -4%

Condition of sports fields 87% 91% -4%

Clean streets and public spaces 81% 85% -4%

Council listens to the community’s needs

and expectations 71% 76% -5%

Services for older residents 81% 87% -6%

Protection of bushland, natural environment

and wildlife 80% 87% -7%

Playgrounds meet play needs 84% 91% -7%

Council communicates well with residents 67% 76% -9%

Ease of traffic flow 59% 68% -9%

Access to public transport 71% 81% -10%

Household waste management 80% 94% -14%

Facilities provided in local parks, reserves

and open green spaces 77% 91% -14%


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Key Findings

Identifying Priorities via Specialised Analysis (Explanation)

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 both approaches to analysis we have been able to:

1. Identify and understand the hierarchy of community priorities

2. 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 Penrith City Council and the expectation of the community for that

service/facility.

In the table on the following page, we can see the 35 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 25% may be

indicative of areas requiring future optimisation.


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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

Ranking Service/Facility Importance

T2 Box

Satisfaction

T3 Box

Performance

Gap

(Importance-

Satisfaction)

1 Ease of traffic flow 90% 59% 31%

2 Infrastructure meets population needs 91% 63% 28%

3 Provision of car parking 79% 59% 20%

4 Council communicates well with residents 84% 67% 17%

5 Access to public transport 86% 71% 15%

6

Clean streets and public spaces 95% 81% 14%

Household waste management 94% 80% 14%

Council is trustworthy 89% 75% 14%

9 Council listens to the community’s needs and

expectations 84% 71% 13%

10 Condition and safety of local roads 90% 79% 11%

11 Managing Penrith’s future 90% 80% 10%

12

Condition of public spaces 90% 84% 6%

Protection of bushland, natural environment and

wildlife 86% 80% 6%


involved in decision making 77% 71% 6%

15 Supporting local business and jobs 89% 85% 4%

16 Facilities provided in local parks, reserves and open

green spaces 80% 77% 3%

17 Clean natural areas 90% 88% 2%

18 Advocate community needs to all levels of

government 76% 77% -1%

19 Access to shade and shelter in the City’s public spaces 75% 80% -5%

20 Street and public space lighting 79% 85% -6%

21

Access to parks, reserves and open green spaces 85% 92% -7%

Information on council services and facilities 75% 82% -7%

Disability services 74% 81% -7%

Services for older residents 74% 81% -7%

25 Availability of information about building approvals 64% 72% -8%

26 Playgrounds meet play needs 75% 84% -9%

Planning enhances natural characteristics 70% 79% -9%

28 Services for younger residents 72% 83% -11%

29 Condition of sports fields 72% 87% -15%

30 Companion animal control 63% 86% -23%

31 Pathways and cycleways 56% 83% -27%

32 Services for people from different cultural and

language backgrounds 60% 88% -28%

33 Services for Aboriginal or Torres Strait Islanders 57% 86% -29%

34 Local community festivals and events 54% 90% -36%

35 Library services 53% 94% -41%


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Key Findings

When we examine the largest performance gaps, we can identify that, for the most part, the

services/facilities have been rated as very highly in importance. Resident satisfaction for all of these areas

is between 59% and 81%, which indicates that their satisfaction for these measures is moderate.

Ranking Service/Facility Importance

T2 Box

Satisfaction

T3 Box

Performance

Gap

(Importance-

Satisfaction)

1 Ease of traffic flow 90% 59% 31%

2 Infrastructure meets population needs 91% 63% 28%

3 Provision of car parking 79% 59% 20%

4 Council communicates well with residents 84% 67% 17%

5 Access to public transport 86% 71% 15%

6

Clean streets and public spaces 95% 81% 14%

Household waste management 94% 80% 14%

Council is trustworthy 89% 75% 14%

9 Council listens to the community’s needs and

expectations 84% 71% 13%

10 Condition and safety of local roads 90% 79% 11%

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

across a range of services/facilities, ‘ease of traffic flow’ 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.


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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. For these

criteria, the average stated top 2 box importance score was 78% and the average rated satisfaction score

was 79%. Therefore, any facility or service that received a mean stated importance score of ≥ 78% would

be plotted in the higher importance section and, conversely, any that scored < 78% would be plotted into

the lower importance section. The same exercise is undertaken with the satisfaction ratings above, equal

to or below 79%. Each service or facility is then plotted in terms of satisfaction and importance, resulting in

its placement in one of four quadrants.

Quadrant Analysis – Importance T2B Vs Satisfaction T3B

ImproveHigher importance, lower satisfaction

MaintainHigher importance, higher satisfaction

Imp

ort

an

ce

NicheLower importance, lower satisfaction

SatisfactionCommunity

Lower importance, higher satisfaction

Ease of traffic flow Infrastructure meets

population needs

Provision of car parking

Council communicates

well with residents

Access to public transport

Clean streets and public spaces

Household waste management

Council is

trustworthy

Council listens to the

community’s needs and

expectations

Condition and safety of local roads

Managing Penrith’s future

Condition of public spaces

Protection of bushland, natural

environment and wildlife


involved in decision making

Supporting local business and jobs

Facilities provided in local parks,

reserves and open green spaces

Clean natural areas

Advocate community needs

to all levels of government

Access to shade and shelter in the City’s public spaces

Street and public space lighting

Access to parks, reserves and

open green spaces

Information on council services

and facilities

Services for older residents/Disability services

Availability of information about

building approvals

Playgrounds meet play needs

Planning enhances natural

characteristics

Services for younger residents

Condition of sports fields

Provision of footpaths/cycleways

Maintenance of footpaths/

cycleways

Services for people from

different cultural and

language backgrounds

Services for Aboriginal or Torres Strait Islanders

Local community

festivals and events Library services

50%

60%

70%

80%

90%

100%

50% 60% 70% 80% 90% 100%

Penrith Council Average LGA Benchmark Average

\


Community Research

May 2019 Page | 27

Key Findings Explaining the 4 quadrants

Attributes in the top right quadrant, MAINTAIN, such as ‘clean streets and public spaces’, 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 ‘children’s services’ 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 ‘availability of information about building approvals’,

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 ‘information on Council services and

facilities’, 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 the ‘condition and safety 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 Penrith City Council can actively drive overall community satisfaction,

we conducted further analysis.

Step 3. The Shapley Value Regression

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’.


Community Research

May 2019 Page | 28

Key Findings

Key Drivers of Satisfaction with Penrith City Council

The results in the chart below provide Penrith 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 11 services/facilities account for almost 70% of overall satisfaction with Council. As such, the

remaining 24 attributes, comparatively, have only a lesser impact on the community’s satisfaction. So, while

all 35 service/facility areas are important, only a number of them are significant drivers of the community’s

overall satisfaction with Council.

These Top 11 Indicators Contribute to almost 70% of Overall Satisfaction with Council

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

current dissatisfaction

These 11 services/facilities are the key community priorities and by addressing these, Penrith 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, the ‘condition of public spaces’ contributes 3.6% towards overall satisfaction, while

‘Council is trustworthy’ (14.8%) is a far stronger driver, contributing more than four times as much to overall

satisfaction with Council.

3.6%

3.6%

3.7%

4.3%

4.8%

5.2%

5.4%

6.3%

7.9%

9.3%

14.8%

0% 5% 10% 15% 20%


Infrastructure meets population needs


government


Information on council services and facilities




expectations



Council communicates well with residents

Council is trustworthy


Community Research

May 2019 Page | 29

Key Findings Clarifying Priorities

By mapping satisfaction against derived importance, it is apparent that there is room to elevate satisfaction

within the variables that fall in the ‘lower’ and ‘moderate satisfaction’ regions of the chart. If Penrith 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 ‘information on Council services and facilities’, ‘clean streets and

public spaces’, ‘condition of public spaces’, ‘managing Penrith’s future’, ‘condition and safety of local

roads’, ‘Council is trustworthy’, ‘advocate community needs to all levels of government’ and ‘Council

provides opportunities for residents to get involved in decision making’ could possibly be targeted for

optimisation.

Furthermore, areas such as ‘infrastructure meets population needs’, ‘Council listens to the community’s

needs and expectations’ and ‘Council communicates well with residents’ 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.

Moderate

satisfaction

3.00-3.59

Low

satisfaction

≤2.99



Advocate community needs

to all levels of government





Council listens to the community’s needs and expectations

Council provides opportunities for

residents to get involved in

decision making

Council communicates well with

residents


2.80

3.00

3.20

3.40

3.60

3.0% 5.0% 7.0% 9.0% 11.0% 13.0% 15.0%

Derived importance

Sta

ted

sa

tisf

ac

tio

n


Community Research

May 2019 Page | 30

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

-5.2%

-5.9%

-6.9%

-4.5%

-0.9%

-3.4%

-0.9%

-2.0%

-2.8%

-1.9%

-1.6%

9.6%

3.4%

1.0%

1.8%

4.5%

1.8%

3.9%

2.2%

0.9%

1.7%

2.0%

-11.0%-9.0%-7.0%-5.0%-3.0%-1.0% 1.0% 3.0% 5.0% 7.0% 9.0% 11.0%






expectations






government



Optimisers

(51%)

Barriers

(49%)

Section A –

Overall Performance


Community Research

May 2019 Page | 32

Overall Satisfaction with Council Summary

Overall, 90% of residents are at least somewhat satisfied with the performance of Council over the past 12

months. Residents are significantly more satisfied than in 2017, with results returning to similar levels recorded

in 2015.

Residents located in a rural area were significantly less satisfied, whilst those who had lived in the area for

less than 10 years expressed a significantly higher level of satisfaction with Council’s performance.

Q4a. How would you rate the overall performance of Penrith City Council as an organisation over the past 12

months?

2019 2017 2015 2013

Mean rating 3.57▲ 3.26 3.56 3.58

Overall Male Female 18 - 34 35 - 49 50 - 59 60 - 69 70+

Mean rating 3.57 3.54 3.59 3.58 3.56 3.45 3.67 3.58

Established


Less than 10

years

More than 10

years

Mean rating 3.59 3.68 3.38▼ 3.70▲ 3.48


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

Base: N = 551

3%

7%

29%

53%

8%

0% 20% 40% 60%


Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied


Community Research

May 2019 Page | 33

Value for the Rate Dollar

Summary

64% of residents believe the services provided by Penrith City Council are ‘good’ to ‘excellent’ value for

the rate dollar.

Residents located in an established urban area rated the value significantly higher, whilst those aged 50-

59 and those living in a rural area rated it significantly lower.

Q4b. Please tell me if you think that the services provided by Penrith City Council are good value for the rate dollar?


Mean rating 3.75 3.79 3.72 3.87 3.73 3.44▼ 3.93 3.72

Established


Less than 10

years

More than 10

years

Mean rating 3.89▲ 3.86 3.33▼ 3.85 3.69



Base: N = 551

3%

8%

25%

42%

18%

4%

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

Very poor

Poor

Fair

Good

Very good

Excellent

Section B –

Community Pride, Safety

and Connectedness


Community Research

May 2019 Page | 35

Most Valued Aspect of the Penrith Area

Summary

Residents of the Penrith LGA most value the location and proximity to the City/work/services/facilities (18%),

the natural environment (14%) and peacefulness of the area (11%).

Q1a. What do you value the most about the Penrith area?





Base: N = 551

Note: For the complete list of comments, please see Appendix A

3%

4%

4%

5%

5%

8%

8%

11%

14%

18%

0% 10% 20% 30%

Affordable housing/lifestyle

Do not value anything about the Penrith

area

Community spirit and engagement

Lifestyle/country-town feel/rural atmosphere

Close to familty/friends

Family friendly/friendly community

Access to quality services and facilities

Quiet/peaceful place to live

Natural environment with green, open

spaces/parks

Location - close to the city/work/services

and facilities


Community Research

May 2019 Page | 36

23%

15%

9%

8%

11%

11%

8%

6%

6%

6%

4%

5%

4%

1%

19%

6%

5%

5%

9%

2%

4%

2%

4%

5%

1%

3%

1%

1%

18%

30%

38%

35%

27%

34%

35%

34%

35%

23%

36%

30%

26%

24%

12%

16%

20%

25%

37%

28%

33%

31%

36%

52%

42%

52%

57%

65%

-100% -75% -50% -25% 0% 25% 50% 75% 100%

Agreement with Statements regarding the Penrith

Area

Summary

With the exception of ‘I am actively involved in my community’, residents expressed moderate to very high

agreement levels with all measures. Agreement was greatest for ‘I value the City’s natural environment

and heritage’, with 89% selecting the top 2 box.

Penrith City Council is performing on a par with 5 of the 6 comparable Metro Benchmark measures.

Residents rated the measure, ‘I am able to afford a house of a good standard in Penrith’ significantly higher

than the Benchmark normative data.

Q3a. In this section please rate your perceptions and experiences of your neighbourhood and Penrith as a place to

live. The scale is scale of 1-5, where 1 is strongly disagree and 5 is strongly agree.

Penrith City

Council

T2B

Metro

Benchmark

T2B

I value the City’s natural environment

and heritage

I am happy living in Penrith

I can get help from friends, family or

neighbours when needed

I feel safe in the City’s shopping centres

I can buy fresh fruit and vegetables in my

neighbourhood

I can travel to the services and facilities

that I need

I feel that cultural identity is valued and

celebrated

I feel safe in my neighbourhood

I feel part of my neighbourhood or

community

I am able to afford a house of a good

standard in Penrith

I have the services and facilities I need in

my area

I feel safe in the City’s parks, playgrounds

and reserves

Penrith and surrounding areas provide a

wide range of work opportunities

I am actively involved in my

community

89% N/A

83% N/A

82% 82%

78% N/A

75% N/A

71% N/A

65% N/A

68% 78%

62% 63%

64%▲ 33%

60% N/A

58% N/A

46% 42%

30% 42%

▲▼ = A significantly higher/lower level of agreement (compared to the Benchmark)


Community Research

May 2019 Page | 37

Agreement with Statements regarding the Penrith

Area

Compared to the 2017 research, residents expressed a significantly higher level of agreement with the

statements ‘I can travel to the services and facilities that I need’ and ‘I am actively involved in my

community’ and a significantly lower level of agreement with ‘I feel safe in my neighbourhood’.

Q3a. In this section I’d like to ask you a number of questions about your perceptions and experiences of your

neighbourhood and Penrith as a place to live. I’m going to read out some statements and I’d like you to rate

them on a scale of 1-5, where 1 is strongly disagree and 5 is strongly agree.

2019 2017 Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

I value the City’s natural environment

and heritage 4.50 4.36 4.51 4.50 4.42 4.62▲ 4.39 4.60 4.52

I am happy living in Penrith 4.34 N/A 4.32 4.37 4.22 4.40 4.27 4.51 4.47

I can get help from friends, family or

neighbours when needed 4.23 4.33 4.32▲ 4.13 4.35▲ 4.13 4.03 4.22 4.39

I feel safe in the City’s shopping centres 4.14 N/A 4.13 4.14 4.17 4.22 3.97 4.13 4.07

I can buy fresh fruit and vegetables in

my neighbourhood 4.09 N/A 4.06 4.12 4.23▲ 4.08 4.05 3.98 3.83

I can travel to the services and facilities

that I need 3.92 N/A 3.91 3.94 4.08▲ 3.86 3.79 3.96 3.73

I feel that cultural identity is valued and

celebrated 3.85▲ 3.55 3.90 3.80 3.83 3.86 3.70 4.10▲ 3.80

I feel safe in my neighbourhood 3.85▼ 4.17 3.84 3.86 3.82 3.82 3.69 4.05 4.00

I feel part of my neighbourhood or

community 3.75 3.70 3.83 3.67 3.64 3.82 3.62 3.90 3.98

I am able to afford a house of a good

standard in Penrith 3.72 N/A 3.73 3.72 3.32▼ 3.85 3.80 4.15▲ 4.08▲

I have the services and facilities I need

in my area 3.67 N/A 3.64 3.70 3.81▲ 3.61 3.46 3.83 3.50

I feel safe in the City’s parks,

playgrounds and reserves 3.59 3.63 3.59 3.60 3.62 3.67 3.52 3.53 3.51

Penrith and surrounding areas provide

a wide range of work opportunities 3.35 N/A 3.41 3.29 3.37 3.22 3.45 3.55 3.25

I am actively involved in my community 2.82▲ 2.40 2.87 2.77 2.73 3.04▲ 2.67 2.78 2.85

Established

Urban Area

Release

Area

Rural

Area

Less than

10 years

More

than 10

years

I value the City’s natural environment and heritage 4.49 4.54 4.49 4.51 4.50

I am happy living in Penrith 4.29 4.36 4.41 4.30 4.37

I can get help from friends, family or neighbours when

needed 4.25 4.18 4.23 4.06 4.33▲

I feel safe in the City’s shopping centres 4.18 4.19 3.98▼ 4.15 4.13

I can buy fresh fruit and vegetables in my neighbourhood 4.15 4.07 3.99 4.05 4.11

I can travel to the services and facilities that I need 4.10▲ 3.94 3.55▼ 4.02 3.87

I feel that cultural identity is valued and celebrated 3.82 3.89 3.85 3.94 3.79

I feel safe in my neighbourhood 3.75 3.79 4.11▲ 3.73 3.92

I feel part of my neighbourhood or community 3.72 3.77 3.79 3.72 3.77

I am able to afford a house of a good standard in Penrith 3.54▼ 3.91▲ 3.87 3.79 3.69

I have the services and facilities I need in my area 3.84▲ 3.74 3.23▼ 3.81▲ 3.59

I feel safe in the City’s parks, playgrounds and reserves 3.59 3.72 3.44 3.64 3.56

Penrith and surrounding areas provide a wide range of

work opportunities 3.31 3.34 3.47 3.31 3.38

I am actively involved in my community 2.81 2.90 2.74 2.85 2.81

Scale: 1 = strongly disagree, 5 = strongly agree

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


Community Research

May 2019 Page | 38

Overall Quality of Life in Penrith

Summary

90% of residents rated their overall quality of life in Penrith as ‘good’ to ‘excellent’. Whilst high, comparisons

with the Metro Benchmark show residents are less satisfied than the normative data.

Residents aged 60-69 rated their overall quality of life significantly higher.

Q3b. How would you rate the overall quality of life in Penrith?

Penrith City

Council

Micromex Metro

Benchmark

Mean rating 4.61▼ 4.91



Mean rating 4.61 4.64 4.57 4.51 4.61 4.60 4.80▲ 4.71

Established


Less than 10

years

More than 10

years

Mean rating 4.52 4.68 4.69 4.58 4.62



Base: N=551

1%

1%

8%

33%

41%

16%

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

Very poor

Poor

Fair

Good

Very good

Excellent


Community Research

May 2019 Page | 39

Participation in/Attendance of Cultural Activities and

Events

Summary

79% of residents participate in/attend cultural activities and events, with festivals (53%), concerts (51%) and

theatres (49%) most prominent.

Female residents in 2019 were significantly more likely to have attended concerts, theatres, regional

galleries and art exhibitions and participated in craft groups.

Residents residing in release areas and those who have lived in the area for less than 10 years were

significantly more likely to have attended ‘festivals’.

Compared to 2017, residents are less likely to have participated in/attended cultural activities and events.

Q4c. Do you participate in or attend cultural activities and events such as the following?

13%

21%

16%

33%

36%

57%

61%

63%

2%

21%

8%

16%

25%

31%

49%

51%

53%

0% 20% 40% 60% 80%

Can’t say/don’t know

None of these

Other

Craft groups

Art exhibitions

Regional galleries

Theatres

Concerts

Festivals

2019 N=551 2017 N=530


Community Research

May 2019 Page | 40

Participation in/Attendance of Cultural Activities and

Events

Q4c. Do you participate in or attend cultural activities and events such as the following?

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Festivals 53% 53% 53% 68%▲ 51% 44% 30%▼

Concerts 55%▲ 46% 58%▲ 50% 48% 49% 39%▼

Theatres 54%▲ 44% 45% 49% 56% 56% 43%

Regional galleries 36%▲ 25% 25% 28% 37% 38% 37%

Art exhibitions 29%▲ 20% 24% 21% 25% 33% 28%

Craft groups 20%▲ 11% 17% 15% 14% 17% 13%

Other 10% 7% 7% 7% 7% 13% 11%

None of these 15% 27%▲ 20% 15%▼ 24% 25% 33%▲

Can’t say/don’t know 2% 2% 1% 2% 4% 1% 1%

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Festivals 53% 62%▲ 42%▼ 62%▲ 48%

Concerts 54% 51% 45% 55% 49%

Theatres 51% 51% 43% 45% 52%

Regional galleries 34% 29% 26% 28% 32%

Art exhibitions 28% 24% 20% 25% 25%

Craft groups 18% 15% 12% 16% 15%

Other 9% 7% 9% 8% 8%

None of these 21% 15%▼ 28% 17% 23%

Can’t say/don’t know 0%▼ 4%▲ 3% 1% 2%

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


Community Research

May 2019 Page | 41

Council Community Centres

Summary

80% of residents are aware of Council’s community centres available for hire. Residents who have lived in

the area for more than 10 years expressed a significantly higher level of awareness.

61% of residents were at least somewhat likely to consider using the community centres for future parties,

meetings and group activities, with those aged 35-49, those from new release areas and newer residents

(lived in LGA for less than 10 years) significantly more likely.

For those likely to use the community centres, residents were most interested in using them for birthday

parties (20%) or group activities (15%).

Q6a. Council has 39 community centres available for hire to the community for parties, meetings and group

activities. Are you aware that you can hire Council’s community centres?

Base: N=551

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Aware 81% 79% 76% 84% 81% 84% 75%

Established

Urban

Area

Release

Area

Rural

Area

Less

than 10

years

More

than 10

years

Aware 78% 83% 79% 75% 83%▲


Yes

80%

No

20%


Community Research

May 2019 Page | 42

Council Community Centres

Q6b. How likely are you to consider using Council's community centres for your parties, meetings and group

activities?


Mean ratings 2.77 2.76 2.78 2.91 3.05▲ 2.72 2.42▼ 2.04▼

Established


Less than 10

years

More than 10

years

Mean ratings 2.74 3.00▲ 2.54▼ 3.04▲ 2.61

Scale: 1 = not at all likely, 5 = extremely likely


Base: N=551

Q6c. (Of those who answered very likely/likely to Q6b), what type of activity are you likely to consider holding at a

community centre?

Base: N=132

1%

19%

19%

38%

14%

9%

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

Don't know

Not at all likely

Not very likely

Somewhat likely

Very likely

Extremely likely

7%

41%

51%

63%

82%

0% 20% 40% 60% 80% 100%

Other

Wedding celebration (including engagement)

Community group meeting

Group activity

Birthday party

Section C –

Future Vision for the Area


Community Research

May 2019 Page | 44

Top Challenge Facing Penrith in the Next 10 Years

Summary

Residents believe the top challenges facing Penrith over the next 10 years include ‘traffic congestion’

(22%), ‘managing population growth’ (19%) and ensuring ‘adequate infrastructure to cater for the growing

population’ (12%).






Base: N = 551 Note: For a complete list, please see Appendix A.

2%

10%

2%

2%

4%

4%

6%

7%

9%

12%

19%

22%

0% 10% 20% 30%

Don't know/nothing

Other

Quality and quantity of local services and

facilities

Employment opportunities

Development of the airport

Housing availability/affordability

Lack of parking

Infrastructure and maintenance of roads

Public transport

Adequate infrastructure to cater for the growing

population

Managing population growth/overcrowding/

overdevelopment

Traffic congestion


Community Research

May 2019 Page | 45

Awareness of State and Federal Government

Projects

Summary

At least three quarters of residents were aware of the Western Sydney Airport construction, RMS road

network and intersection upgrades and North South Rail Link construction. Awareness of the Western

Sydney City Deal was significantly lower, with only 33% of residents aware.

Residents aged 60-69 and residents who have lived in the area for more than 10 years were significantly

more aware of the North South Rail Link, RMS road network and intersection upgrades and the Western

Sydney City Deal.

Q5a. Penrith’s future is being supported by state and federal funding to help deliver smart and responsible growth.

Are you aware of the following state and federal projects that will impact life in Penrith?

Base: N = 551

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Western Sydney Airport 95% 98% 95% 95% 99% 100% 97%

North South Rail Link 71% 81%▲ 65%▼ 69%▼ 89%▲ 92%▲ 91%▲

RMS major State road 86% 90% 80%▼ 93%▲ 91% 96%▲ 89%

Western Sydney City Deal unites

Federal, State and Local

governments to focus on the most

important projects in our new region

29% 38%▲ 25%▼ 27% 46%▲ 45%▲ 41%

Established

Urban Area

Release

Area

Rural

Area

Less

than 10

years

More

than 10

years

Western Sydney Airport 96% 97% 97% 97% 96%

North South Rail Link 74% 75% 83% 66% 83%▲

RMS major State road 87% 88% 92% 84% 91%▲

Western Sydney City Deal unites Federal, State

and Local governments to focus on the most


32% 28% 42%▲ 25% 38%▲


96%

88%

76%

33%

4%

12%

24%

67%

0% 20% 40% 60% 80% 100%

Western Sydney Airport construction is underway

and set to open in 2026

RMS major State road network and intersection

upgrades currently including the M4 Motorway,

the Great Western Highway, Mamre Road, and

the Northern Road

North South Rail Link is a new rail line which will

connect St Marys to the Badgery Creek

Aerotropolis and Western Sydney Airport

Western Sydney City Deal unites Federal, State

and Local governments to focus on the most


Yes No


Community Research

May 2019 Page | 46

Support for State and Federal Government Projects

Summary

Residents are most supportive of RMS major State road network and intersection upgrades, with 83%

selecting the top 2 box (very supportive/supportive). Support for the North South Rail Link and Western

Sydney Airport constructions was also high, with at least 70% supportive or very supportive.

Support for the Western Sydney City Deal was moderately high, with 57% of residents supportive or very

supportive. Whilst support for this initiative was lower, this is perhaps the product of significantly lower levels

of awareness.

Q5b. How supportive are you of these projects?

2019

N=551

4.37

4.21

3.96

3.85

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

RMS major State road network and

intersection upgrades 4.27 4.48▲ 4.24▼ 4.50▲ 4.44 4.38 4.35

North South Rail Link 4.07 4.35▲ 4.19 4.26 4.17 4.21 4.15

Western Sydney Airport construction 3.76 4.18▲ 4.03 4.08 3.91 3.86 3.64▼

Western Sydney City Deal 3.81 3.90 3.81 3.91 3.88 3.96 3.67

Established

Urban Area

Release

Area

Rural

Area

Less than

10 years

More than 10

years


upgrades 4.31 4.46 4.39 4.38 4.37

North South Rail Link 4.17 4.22 4.26 4.33▲ 4.13

Western Sydney Airport construction 3.89 4.21▲ 3.80 4.21▲ 3.82

Western Sydney City Deal 3.83 3.83 3.94 3.89 3.83

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


Note: ‘Don’t know’ responses were excluded from the mean rating.

15%

1%

2%

3%

2%

7%

3%

1%

6%

4%

3%

4%

20%

18%

15%

9%

31%

27%

28%

27%

26%

43%

50%

56%

0% 25% 50% 75% 100%

Western Sydney City Deal unites Federal, State and

Local governments to focus on the most important

projects in our new region

Western Sydney Airport

North South Rail Link


upgrades

Don't know Not at all supportive Not very supportive

Somewhat supportive Supportive Very supportive

Section D –

Customer Service


Community Research

May 2019 Page | 48

Contact with Council in the Past 12 Months

Summary

54% of residents had contacted Council in the past 12 months, with residents aged 35-49 significantly more

likely to have made contact.

Residents were most likely to have contacted Council via phone (76%).

87% of residents were at least somewhat satisfied with their contact with Council, which is significantly

higher than in 2017 and returning to levels recorded in 2015.

Q9a. Have you had any contact with Council staff in the past 12 months?

Base: N=551

2019 2017 2015

Yes 54% 50% 52%

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Yes 55% 53% 47%▼ 63%▲ 52% 58% 50%

Established

Urban Area

Release

Area Rural Area

Less than 10

years

More than 10

years

Yes 49% 57% 58% 54% 54%


Yes

54%No

45%

Don’t know/can’t

say

1%


Community Research

May 2019 Page | 49


Q9b. How did you contact Council?

Base: N=296

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Phone 79% 73% 87%▲ 78% 68% 66% 61%▼

In person 25% 34% 11%▼ 28% 35% 51%▲ 49%▲

Email 12% 16% 14% 14% 18% 11% 12%

Online forms 8% 12% 15% 11% 5% 7% 3%

Letter 2% 11%▲ 3% 5% 12% 4% 13%

Social media 3% 1% 4% 2% 0% 2% 0%

Established


Less than 10

years

More than 10

years

Phone 74% 84%▲ 69% 85%▲ 70%

In person 29% 19%▼ 42%▲ 24% 32%

Email 17% 6%▼ 18% 12% 15%

Online forms 10% 8% 11% 11% 9%

Letter 4% 3% 14%▲ 3% 8%

Social media 1% 4% 2% 5%▲ <1%


2%

6%

10%

14%

29%

76%

0% 20% 40% 60% 80%

Social media

Letter

Online forms

Email

In person

Phone


Community Research

May 2019 Page | 50


Q9c. Overall, how satisfied were you with your contact with Council?

2019 2017 2015

Mean rating 3.94▲ 3.49 3.89

Male Female 18-34 35-49 50-59 60-69 70+

Mean rating 4.03 3.85 4.07 3.77 3.87 4.03 4.10

Established


Less than 10

years

More than 10

years

Mean rating 4.14▲ 4.03 3.47▼ 4.04 3.88


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

Base: N=296

7%

6%

16%

27%

44%

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


Not very satisfied

Somewhat satisfied

Satisfied

Very satisfied


Community Research

May 2019 Page | 51


Q9c. Overall, how satisfied were you with your contact with Council?

Q9d. (If not at all/not very satisfied), why do you say that?

Count

Poor/lack of communication/slow response times 8

Dissatisfied with the issue, not the customer service specifically 7

Issue has not been resolved/no one took responsibility 7

Staff were dismissive/lack of concern for my issue 7

Unhelpful, rude staff 5

Unsatisfied with outcome/response 4

Did not receive enough notice of action 3

Misleading/incorrect information provided 2

Process was more difficult than it needed to be 2

Staff were not knowledgeable/inconsistent information 2

Extreme fees for late payment 1

Prefer not to say 1

Rates are too high for the service we receive 1

Staff did not have authority to assist with the issue 1

Was not notified of the Council by-election 1


Community Research

May 2019 Page | 52

Information About Council Services

Summary

Residents are most likely to access information about Council services via Council’s website and social

media, with over 50% selecting the top 2 box for these mediums.

Cut through of the remaining channels is significantly lower, with fewer than a third selecting the top 2 box

for Council brochures and posters, newspapers, radio and the Council Community Newsletter.

Q7. How likely are you to use the following mediums to get information about Council services?

2019

N=551

3.33

3.27

2.74

2.66

2.56

2.37

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Council’s website 3.50▲ 3.14 3.39 3.77▲ 3.33 3.11 2.12▼

Social media 3.49▲ 3.03 4.00▲ 3.55▲ 2.72▼ 2.45▼ 1.93▼

Council brochures and posters 2.82 2.66 2.52▼ 2.90 2.62 3.09▲ 2.78

Newspapers 2.66 2.65 2.24▼ 2.61 2.70 3.23▲ 3.44▲

Radio 2.60 2.51 2.53 2.56 2.44 2.79 2.50

Council Community Newsletter 2.34 2.40 2.04▼ 2.52 2.54 2.71▲ 2.36

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Council’s website 3.23 3.61▲ 3.15 3.58▲ 3.17

Social media 3.29 3.57▲ 2.84▼ 3.76▲ 2.96

Council brochures and posters 2.79 2.67 2.72 2.83 2.68

Newspapers 2.86▲ 2.30▼ 2.68 2.40 2.81▲

Radio 2.54 2.53 2.62 2.59 2.54

Council Community Newsletter 2.38 2.34 2.39 2.48 2.30

Scale: 1 = not at all likely, 5 = most likely


41%

34%

36%

25%

23%

21%

16%

18%

15%

18%

11%

11%

19%

20%

16%

27%

13%

15%

14%

14%

14%

19%

22%

21%

10%

14%

19%

11%

31%

32%

0% 25% 50% 75% 100%

Council Community

Newsletter

Radio

Newspapers

Council brochures and posters

Social media

Council’s website

1 - Not at all likely 2 3 4 5 - Most likely


Community Research

May 2019 Page | 53

Council Social Media

Summary

29% of residents follow Council’s Facebook page and 6% follow Council’s Instagram account.

Older residents were significantly less likely to follow Council’s Facebook page.

Q8. Do you follow any of the following Council social media accounts?

Base: N=551

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Facebook 33% 25% 41%▲ 32% 19%▼ 16%▼ 10%▼

Instagram 7% 4% 8% 5% 4% 5% 1%

YouTube 5% 5% 4% 7% 5% 6% 4%

LinkedIn 5% 4% 4% 5% 6% 3% 1%

Twitter 1% 2% 2% 1% 4% 0% 3%

Don't follow/don't know 63% 72%▲ 54%▼ 62% 78%▲ 81%▲ 89%▲

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Facebook 28% 39%▲ 18%▼ 34% 26%

Instagram 4% 8% 5% 6% 5%

YouTube 4% 8% 4% 8%▲ 4%

LinkedIn 4% 6% 3% 8%▲ 2%

Twitter 2% 1% 2% 2% 2%

Don't follow/don't know 68% 57%▼ 78%▲ 60% 72%▲


67%

2%

4%

5%

6%

29%

0% 20% 40% 60% 80%

Don't follow/don't know

Twitter

LinkedIn

YouTube

Instagram

Facebook

Section E – Importance of, and Satisfaction

with, Council Services &

Facilities


Community Research

May 2019 Page | 55

Service Areas A core element of this community survey was the rating of 35 facilities/services in terms of Importance and

Satisfaction. Each of the 35 facilities/services were grouped into service areas as detailed below:

Infrastructure and Services

Pathways and cycleways



Ease of traffic flow


Community Services and Events

Library services

Local community festivals and events


Services for older residents

Disability services

Services for people from different cultural and



Recreation and Facilities




spaces


open green spaces

Environmental and Health Services


and wildlife


River and creeks)

Access to shade and shelter in the City’s

public spaces

Companion animal control e.g. registration,

stray animals

Planning Advocacy and Development Services


approvals






government


Community Engagement


Council provides opportunities for residents to

get involved in decision making


expectations



Waste Services and Public Amenity




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.


Community Research

May 2019 Page | 56

Influence on Overall Satisfaction

The chart below summarises the influence of the 35 facilities/services on overall satisfaction with Council’s

performance, based on the Shapley Regression:

*Facilities provided in local parks, reserves and open green spaces

**Services for people from different cultural and language backgrounds

0.3%

0.5%

0.5%

0.6%

0.6%

0.6%

0.7%

0.7%

0.8%

0.8%

0.9%

1.0%

1.1%

1.1%

1.2%

1.4%

1.4%

1.5%

1.9%

2.3%

2.4%

2.8%

3.0%

3.0%

3.6%

3.6%

3.7%

4.3%

4.8%

5.2%

5.4%

6.3%

7.9%

9.3%

14.8%

0% 5% 10% 15% 20%



Services for people from different cultural/language**


Library services


Disability services

Access to shade and shelter in the City’s public spaces



Facilities provided in local parks/reserves/open green*



Clean natural areas





Companion animal control








Advocate community needs to all levels of government





Council listens to the community’s needs/expectations





Community Research

May 2019 Page | 57

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.

‘Community engagement’ (43.1%) is the key contributor toward overall satisfaction with Council’s

performance, with the services/facilities grouped under this area averaging 8.6%.

0.7%

1.2%

0.7%

3.3%

3.0%

2.7%

8.6%

2.8%

4.8%

5.1%

9.8%

15.2%

19.2%

43.1%

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

Nett: Recreation and Facilities

Nett: Envirnmental and Health Services

Nett: Community Services and Events

Nett: Waste Services and Public Amenity

Nett: Infrastructure and Services

Nett: Planning, Advocacy and

Development Services

Nett: Community Engagement

Nett contribution Average service/facility


Community Research

May 2019 Page | 58

Service Area 1: Infrastructure and Services

Shapley Regression

Contributes to Over 15% of Overall Satisfaction with Council

1.5%

2.4%

3.0%

3.0%

5.2%

15.2%

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






Nett: Infrastructure and Services


Community Research

May 2019 Page | 59


Hierarchy of Services/Facilities – Importance

Within the ‘Infrastructure and Services’ service area, in terms of importance, ‘ease of traffic flow’ and

‘condition and safety of local roads’ are deemed the most important, whilst the ‘pathways and cycleways’

is the facility of least relative importance.



Street and public space lighting 79% N/A



Importance T2B Service/Facility (Ranked high – low)

LGA Benchmark T2B


Community Research

May 2019 Page | 60


Importance Mean Scores by Key Demographics

Overall Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Pathways and cycleways 3.59 3.77 3.41 3.60 3.66 3.56 3.62 3.38

Condition and safety of local

roads 4.56 4.67 4.44 4.51 4.67 4.66 4.53 4.28

Street and public space

lighting 4.24 4.37 4.10 4.28 4.21 4.20 4.30 4.15

Ease of traffic flow 4.59 4.59 4.58 4.63 4.65 4.68 4.49 4.22

Provision of car parking 4.24 4.32 4.15 4.17 4.37 4.10 4.35 4.14

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Pathways and cycleways 3.61 3.66 3.47 3.74 3.50

Condition and safety of local roads 4.46 4.68 4.62 4.63 4.51

Street and public space lighting 4.23 4.32 4.14 4.24 4.23

Ease of traffic flow 4.49 4.70 4.64 4.59 4.59

Provision of car parking 4.18 4.40 4.13 4.27 4.21


Significantly higher/lower level of importance (by group)

Detailed Overall Response for Importance

Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Pathways and cycleways 10% 10% 24% 24% 32% 551

Condition and safety of local

roads 1% 2% 7% 20% 70% 551


lighting 2% 3% 16% 28% 51% 551

Ease of traffic flow 3% 1% 7% 15% 75% 551

Provision of car parking 4% 5% 13% 21% 58% 551


Community Research

May 2019 Page | 61


Hierarchy of Services/Facilities – Satisfaction

In terms of satisfaction, residents are most satisfied with ‘street and public space lighting’ and least satisfied

with ‘the provision of car parking’ and ‘’ease of traffic flow’ within the ‘Infrastructure and Services’ service

area.

Street and public space lighting 85% N/A





Satisfaction T3B Service/Facility (Ranked high – low)

LGA Benchmark T3B


Community Research

May 2019 Page | 62


Satisfaction Mean Scores by Key Demographics


Pathways and cycleways 3.47 3.51 3.41 3.66 3.38 3.32 3.45 3.38

Condition and safety of

local roads 3.25 3.17 3.35 3.43 3.14 3.07 3.26 3.28


lighting 3.54 3.49 3.59 3.73 3.45 3.27 3.55 3.50

Ease of traffic flow 2.74 2.76 2.71 2.93 2.64 2.57 2.62 2.79

Provision of car parking 2.78 2.72 2.84 2.93 2.96 2.43 2.75 2.31

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years


Condition and safety of local roads 3.35 3.40 2.89 3.43 3.15

Street and public space lighting 3.63 3.70 3.12 3.56 3.52

Ease of traffic flow 2.89 2.68 2.51 3.00 2.57

Provision of car parking 2.85 2.79 2.62 3.00 2.65



Significantly higher/lower level of satisfaction (by group)

Detailed Overall Response for Satisfaction

Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base

Pathways and cycleways 7% 9% 30% 36% 17% 309

Condition and safety of local roads 6% 16% 37% 31% 11% 496

Street and public space lighting 6% 9% 29% 36% 20% 434

Ease of traffic flow 16% 25% 36% 15% 8% 494

Provision of car parking 16% 26% 32% 18% 9% 433


Community Research

May 2019 Page | 63

Service Area 2: Community Services and Events

Shapley Regression


0.3%

0.5%

0.5%

0.6%

0.7%

1.0%

1.4%

5.1%

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




and language backgrounds

Library services

Disability services



Nett: Community Services and Events


Community Research

May 2019 Page | 64



Within the ‘Community Services and Events’ service area, in terms of importance, ‘services for older

residents’ and ‘disability services’ are deemed the most important, whilst the ‘library service’ is the facility

of least relative importance.





and language backgrounds 60% 64%

Services for Aboriginal or Torres Strait Islanders 57% N/A




LGA Benchmark T2B


Community Research

May 2019 Page | 65




Library services 3.52 3.68 3.34 3.43 3.55 3.38 3.48 4.00

Local community festivals and

events 3.53 3.61 3.45 3.66 3.59 3.36 3.53 3.25

Services for younger residents 3.99 4.10 3.87 4.06 4.08 3.87 3.87 3.85

Services for older residents 4.12 4.19 4.04 3.94 3.96 4.25 4.51 4.44

Disability services 4.17 4.22 4.10 4.15 4.07 4.18 4.32 4.25




3.66 3.77 3.55 3.74 3.72 3.49 3.59 3.62

Services for Aboriginal or Torres

Strait Islanders 3.63 3.73 3.53 3.76 3.68 3.44 3.50 3.55

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Library services 4.27 4.15 3.98 4.18 4.18

Local community festivals and events 3.64 3.73 3.67 3.74 3.62

Services for younger residents 3.27 3.30 3.15 3.30 3.22

Services for older resident 3.44 3.34 3.13 3.43 3.29

Disability services 3.41 3.43 3.01 3.49 3.23


and language backgrounds 3.52 3.57 3.47 3.54 3.51

Services for Aboriginal or Torres Strait

Islanders 3.57 3.39 3.45 3.50 3.49




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Library services 12% 12% 23% 20% 33% 551


events 6% 13% 27% 30% 24% 551

Services for younger residents 5% 5% 18% 29% 43% 551

Services for older residents 3% 4% 18% 26% 48% 551

Disability services 5% 5% 16% 17% 57% 551




9% 8% 24% 27% 33% 551


Strait Islanders 10% 8% 25% 23% 34% 551


Community Research

May 2019 Page | 66



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

services’ and ‘services for older residents’ within the ‘Community Services and Events’ service area.




and language backgrounds 88% 82%


Islanders 86% N/A





LGA Benchmark T3B


Community Research

May 2019 Page | 67




Library services 4.18 4.24 4.11 4.22 4.00 4.15 4.41 4.32

Local community festivals

and events 3.67 3.74 3.60 3.49 3.73 3.70 3.85 3.96

Services for younger

residents 3.25 3.19 3.33 3.34 3.30 2.95 3.24 3.29

Services for older resident 3.34 3.31 3.37 3.56 3.28 3.04 3.33 3.39

Disability services 3.33 3.29 3.37 3.61 3.26 2.99 3.20 3.28




3.52 3.47 3.59 3.55 3.55 3.52 3.41 3.49

Services for Aboriginal or

Torres Strait Islanders 3.50 3.52 3.47 3.58 3.47 3.31 3.54 3.43

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Library services 4.24 4.11 4.22 4.00 4.15

Local community festivals and events 3.74 3.60 3.49 3.73 3.70

Services for younger residents 3.19 3.33 3.34 3.30 2.95

Services for older resident 3.31 3.37 3.56 3.28 3.04

Disability services 3.29 3.37 3.61 3.26 2.99


and language backgrounds 3.47 3.59 3.55 3.55 3.52


Islanders 3.52 3.47 3.58 3.47 3.31




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base

Library services 2% 3% 12% 38% 44% 288


events 2% 8% 25% 49% 16% 296

Services for younger residents 6% 12% 45% 27% 11% 375

Services for older resident 5% 13% 39% 27% 15% 379

Disability services 8% 11% 38% 27% 16% 364




4% 8% 37% 35% 16% 302


Strait Islanders 4% 9% 40% 24% 22% 269


Community Research

May 2019 Page | 68

Service Area 3: Recreation and Facilities

Shapley Regression

Contributes to Almost 3% of Overall Satisfaction with Council

0.6%

0.6%

0.8%

0.9%

2.8%

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



spaces



open green spaces e.g. bubblers, sheltered

seating, etc

Nett: Recreation and Facilities


Community Research

May 2019 Page | 69



Within the ‘Recreation and Facilities’ service area, in terms of importance, ‘access to parks, reserves and

open green spaces’ is deemed the most important, whilst the ‘condition of sports fields’ is the facility of

least relative importance.


spaces 85% 87%

Facilities provided in local parks, reserves and open green spaces

80% 87%




LGA Benchmark T2B


Community Research

May 2019 Page | 70




Condition of sports fields,

importance 4.03 3.98 4.09 3.93 4.13 3.96 4.21 3.98

Playgrounds meet play needs,

importance 4.11 4.15 4.08 4.04 4.23 4.14 4.19 3.90


open green spaces,

importance

4.40 4.44 4.35 4.42 4.44 4.40 4.40 4.18

Facilities provided in local

parks, reserves and open

green spaces

4.22 4.28 4.16 4.24 4.21 4.27 4.28 4.00

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Condition of sports fields, importance 4.01 4.06 4.02 4.14 3.96

Playgrounds meet play needs, importance 4.13 4.19 3.99 4.24 4.04


spaces, importance 4.43 4.42 4.30 4.46 4.36


and open green spaces 4.25 4.37 3.98 4.27 4.19




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Condition of sports fields 4% 4% 20% 29% 43% 551

Playgrounds meet play needs 3% 4% 18% 28% 47% 551


open green spaces 1% 2% 12% 26% 59% 551


reserves and open green spaces 2% 3% 16% 31% 49% 551


Community Research

May 2019 Page | 71



In terms of satisfaction, residents are most satisfied with ‘access to parks, reserves and open green spaces’

and least satisfied with ‘facilities provided in local parks, reserves and open green spaces’ within the

‘Recreation and Facilities’ service area.


spaces 92% 91%




and open green spaces 77% 91%


LGA Benchmark T3B


Community Research

May 2019 Page | 72




Condition of sports fields 3.63 3.68 3.58 3.63 3.65 3.58 3.64 3.64

Playgrounds meet play

needs 3.61 3.55 3.66 3.64 3.60 3.57 3.65 3.53

Access to parks, reserves

and open green spaces 3.78 3.71 3.86 3.80 3.75 3.78 3.87 3.69

Facilities provided in local

parks, reserves and

open green spaces

3.28 3.19 3.38 3.25 3.38 3.21 3.20 3.35

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Condition of sports fields 3.61 3.71 3.56 3.62 3.64

Playgrounds meet play needs 3.61 3.75 3.38 3.66 3.57


spaces 3.73 3.94 3.67 3.88 3.71


and open green spaces 3.22 3.41 3.21 3.43 3.18




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base

Condition of sports fields 2% 10% 29% 37% 21% 390

Playgrounds meet play needs 4% 12% 27% 35% 22% 403

Access to parks, reserves and open

green spaces 3% 6% 28% 37% 27% 466


reserves and open green

spaces.

5% 17% 37% 25% 15% 434


Community Research

May 2019 Page | 73

Service Area 4: Environmental and Health Services

Shapley Regression

Contributes to Almost 5% of Overall Satisfaction with Council

0.7%

1.1%

1.1%

1.9%

4.8%

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


public spaces


and wildlife


River and creeks)


stray animals

Nett: Environmental and Health Services


Community Research

May 2019 Page | 74



Within the ‘Environmental and Health’ service area, in terms of importance, ‘clean natural areas’ is

deemed the most important, whilst ‘companion animal control’ is the facility of least relative importance.


River and creeks) 90% 84%


and wildlife 86% 86%


public spaces 75% N/A



LGA Benchmark T2B


Community Research

May 2019 Page | 75





environment and wildlife 4.41 4.52 4.29 4.58 4.41 4.20 4.40 4.13

Clean natural areas 4.57 4.65 4.48 4.67 4.52 4.53 4.59 4.36

Access to shade and shelter in

the City’s public spaces 4.16 4.25 4.06 4.13 4.05 4.22 4.27 4.29

Companion animal control 3.87 4.03 3.70 3.91 3.83 3.74 3.87 4.04

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years


and wildlife 4.49 4.46 4.17 4.51 4.34

Clean natural areas 4.63 4.56 4.45 4.60 4.55


public spaces 4.14 4.25 4.07 4.19 4.14

Companion animal control 3.98 3.79 3.73 3.84 3.89




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base


environment and wildlife 3% 2% 9% 24% 62% 551

Clean natural areas 1% 2% 8% 20% 70% 551

Access to shade and shelter in the

City’s public spaces 1% 4% 20% 27% 48% 551

Companion animal control 5% 9% 24% 22% 41% 551


Community Research

May 2019 Page | 76



In terms of satisfaction, residents are most satisfied with ‘clean natural areas’ and least satisfied with ‘access

to shade and shelter in the City’s public spaces’ within the ‘Environmental and Health’ service area.

Clean natural areas 88% 88%



environment and wildlife 80% 87%


public spaces 80% N/A


LGA Benchmark T3B


Community Research

May 2019 Page | 77




Protection of bushland,

natural environment and

wildlife

3.35 3.20 3.52 3.37 3.38 3.25 3.36 3.34

Clean natural areas 3.43 3.32 3.54 3.36 3.51 3.27 3.60 3.51

Access to shade and

shelter in the City’s public

spaces

3.28 3.27 3.29 3.38 3.27 3.14 3.33 3.14

Companion animal

control 3.59 3.62 3.56 3.57 3.61 3.55 3.71 3.54

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years


and wildlife 3.34 3.38 3.32 3.53 3.23

Clean natural areas 3.42 3.50 3.34 3.49 3.39


public spaces 3.28 3.27 3.30 3.35 3.23

Companion animal control 3.57 3.65 3.58 3.59 3.59




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base


environment and wildlife 7% 13% 33% 31% 16% 464

Clean natural areas 4% 9% 41% 33% 14% 489

Access to shade and shelter in the

City’s public spaces 5% 15% 39% 30% 11% 407

Companion animal control 4% 9% 31% 35% 20% 337


Community Research

May 2019 Page | 78

Service Area 5: Planning, Advocacy and


Shapley Regression


1.2%

1.4%

2.3%

2.8%

3.6%

3.7%

4.3%

19.2%

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





approvals



government


Nett: Planning, Advocacy and Development

Services


Community Research

May 2019 Page | 79




Within the ‘Planning, Advocacy and Development’ service area, in terms of importance, ‘Infrastructure

meets population needs’ is deemed the most important, whilst the ‘availability of information about

building approvals’ is the facility of least relative importance.

Infrastructure meets population needs 91% N/A





government 76% N/A



approvals 64% 74%


LGA Benchmark T2B


Community Research

May 2019 Page | 80






building approvals 3.85 3.89 3.82 3.72 3.92 3.85 4.04 3.87

Supporting local business and jobs 4.52 4.56 4.48 4.56 4.44 4.62 4.63 4.28

Managing Penrith’s future 4.61 4.63 4.59 4.60 4.66 4.65 4.63 4.42

Infrastructure meets population

needs 4.63 4.66 4.59 4.69 4.66 4.69 4.52 4.37


characteristics 3.98 4.06 3.89 3.79 4.06 4.09 4.10 4.05

Advocate community needs to all

levels of government 4.19 4.28 4.10 4.19 4.15 4.15 4.31 4.28

Access to public transport 4.49 4.54 4.44 4.48 4.54 4.58 4.42 4.35

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years


approvals 3.88 3.79 3.87 3.85 3.85

Supporting local business and jobs 4.52 4.56 4.47 4.52 4.52

Managing Penrith’s future 4.60 4.70 4.53 4.61 4.61

Infrastructure meets population needs 4.55 4.85 4.52 4.68 4.60

Planning enhances natural characteristics 3.87 4.08 4.06 3.95 3.99


government 4.23 4.17 4.16 4.17 4.21

Access to public transport 4.54 4.52 4.35 4.64 4.40




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base


building approvals 6% 8% 22% 23% 41% 551

Supporting local business and jobs 1% 3% 8% 21% 68% 551

Managing Penrith’s future 1% 1% 8% 15% 75% 551


needs 2% 2% 6% 14% 77% 551


characteristics 3% 5% 23% 30% 40% 551


levels of government 2% 3% 19% 25% 51% 551

Access to public transport 4% 2% 8% 12% 74% 551


Community Research

May 2019 Page | 81




In terms of satisfaction, residents are most satisfied with ‘supporting local businesses and jobs’ and least

satisfied with ‘infrastructure meets population needs’ within the ‘Planning, Advocacy and Development’

service area.





government 77% N/A


approvals 72% 71%


Infrastructure meets population needs 63% N/A


LGA Benchmark T3B


Community Research

May 2019 Page | 82





Availability of information

about building

approvals

3.09 3.11 3.06 3.25 2.96 2.86 3.14 3.25

Supporting local business

and jobs 3.43 3.46 3.39 3.50 3.33 3.34 3.46 3.48

Managing Penrith’s future 3.28 3.28 3.29 3.48 3.11 3.09 3.31 3.45

Infrastructure meets

population needs 2.85 2.79 2.90 3.15 2.64 2.49 2.84 3.00


characteristics 3.15 3.16 3.13 3.46 2.91 2.99 3.23 3.08

Advocate community

needs to all levels of

government

3.12 3.09 3.16 3.13 3.04 3.04 3.37 3.15

Access to public transport 3.21 3.16 3.27 3.32 3.12 3.06 3.39 3.07

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years


approvals 3.14 3.16 2.90 3.23 3.00

Supporting local business and jobs 3.48 3.41 3.32 3.46 3.41

Managing Penrith’s future 3.35 3.35 3.06 3.42 3.20

Infrastructure meets population needs 2.93 2.89 2.60 2.98 2.76

Planning enhances natural characteristics 3.16 3.23 3.01 3.29 3.07


government 3.14 3.18 3.02 3.22 3.06

Access to public transport 3.44 3.09 2.86 3.28 3.17




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base


building approvals 13% 16% 34% 25% 13% 336

Supporting local business and jobs 4% 11% 41% 27% 17% 461

Managing Penrith’s future 5% 14% 40% 27% 13% 484


needs 14% 24% 37% 17% 9% 498


characteristics 6% 15% 44% 29% 6% 377


levels of government 4% 18% 46% 22% 9% 408

Access to public transport 11% 18% 28% 24% 19% 469


Community Research

May 2019 Page | 83

Service Area 6: Community Engagement

Shapley Regression


4.8%

6.3%

7.9%

9.3%

14.8%

43.1%

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



expectations

Council provides opportunities for residents to

get involved in decision making



Nett: Community Engagaement


Community Research

May 2019 Page | 84



Within the ‘Community Engagement’ service area, in terms of importance, ‘Council is trustworthy’ is

deemed the most important, whilst the ‘information on council services and facilities’ is the facility of least

relative importance.

Council is trustworthy 89% N/A



expectations 84% 86%


to get involved in decision making 77% 73%

Information on council services and facilities 75% 82%


LGA Benchmark T2B


Community Research

May 2019 Page | 85




Information on council

services and facilities 4.14 4.20 4.07 3.91 4.17 4.25 4.30 4.40

Council provides

opportunities for


in decision making

4.17 4.20 4.14 4.13 4.23 4.07 4.30 4.15



expectations

4.42 4.54 4.29 4.49 4.42 4.37 4.39 4.26


well with residents 4.39 4.50 4.27 4.42 4.49 4.24 4.43 4.19

Council is trustworthy 4.59 4.62 4.56 4.68 4.56 4.60 4.55 4.43

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Information on council services and facilities 4.13 4.15 4.13 4.10 4.16


to get involved in decision making 4.15 4.24 4.11 4.21 4.14


and expectations 4.41 4.47 4.35 4.36 4.45

Council communicates well with residents 4.35 4.54 4.27 4.42 4.37

Council is trustworthy 4.63 4.65 4.44 4.60 4.59




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base


and facilities 2% 3% 21% 29% 46% 551



decision making

2% 5% 15% 28% 49% 551

Council listens to the community’s

needs and expectations 3% 2% 11% 20% 64% 551


residents 2% 2% 12% 22% 62% 551

Council is trustworthy 2% 1% 8% 13% 76% 551


Community Research

May 2019 Page | 86



In terms of satisfaction, residents are most satisfied with ‘information on Council services and facilities’ and

least satisfied with ‘Council communicates well with residents’ within the ‘Community Engagement’ service

area.

Information on council services and

facilities 82% 78%

Council is trustworthy 75% N/A


and expectations 71% 76%


to get involved in decision making 71% 67%



LGA Benchmark T3B


Community Research

May 2019 Page | 87




Information on council

services and facilities 3.45 3.41 3.48 3.48 3.42 3.32 3.51 3.54

Council provides

opportunities for


in decision making

3.04 3.02 3.07 3.13 2.91 2.71 3.39 3.17



expectations

2.94 2.93 2.95 3.08 2.89 2.79 2.95 2.85


well with residents 2.99 2.95 3.02 3.11 2.89 2.85 3.09 2.89

Council is trustworthy 3.22 3.20 3.24 3.37 3.13 2.89 3.38 3.29

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Information on council services and facilities 3.48 3.49 3.32 3.52 3.40


to get involved in decision making 3.19 2.95 2.86 3.15 2.97


and expectations 3.11 2.88 2.68 3.11 2.84

Council communicates well with residents 3.12 3.03 2.64 3.23 2.83

Council is trustworthy 3.32 3.29 2.90 3.47 3.07




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base


and facilities 4% 15% 33% 31% 18% 410



decision making

11% 18% 37% 22% 12% 415

Council listens to the community’s

needs and expectations 13% 17% 43% 19% 9% 456


residents 12% 21% 34% 22% 11% 459

Council is trustworthy 10% 15% 33% 29% 13% 476


Community Research

May 2019 Page | 88

Service Area 7: Waste Services and Public Amenity

Shapley Regression


0.8%

3.6%

5.4%

9.8%

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




Nett: Waste Services and Public Amenity


Community Research

May 2019 Page | 89



Within the ‘Waste Services and Public Amenity’ service area, in terms of importance, ‘clean streets and

public spaces’ is deemed the most important, whilst still very high, the ‘condition of public spaces’ is the

facility of least relative importance.





LGA Benchmark T2B


Community Research

May 2019 Page | 90




Clean streets and public

spaces 4.66 4.69 4.63 4.72 4.65 4.63 4.68 4.49

Condition of public spaces 4.53 4.54 4.51 4.60 4.50 4.52 4.52 4.35

Household waste

management 4.70 4.70 4.70 4.68 4.70 4.68 4.77 4.68

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Clean streets and public spaces 4.67 4.72 4.56 4.68 4.65

Condition of public spaces 4.47 4.67 4.45 4.55 4.51

Household waste management 4.70 4.70 4.69 4.67 4.72




Not at all

important

Not very

important

Somewhat

important Important

Very

important Base

Clean streets and public spaces 0% 1% 4% 23% 72% 551

Condition of public spaces 1% 0% 9% 26% 64% 551

Household waste management 0% 1% 5% 17% 77% 551


Community Research

May 2019 Page | 91



In terms of satisfaction, residents are most satisfied with the ‘condition of public spaces’ and least satisfied

with ‘household waste management’ within the ‘Waste Services and Public Amenity’ service area.





LGA Benchmark T3B


Community Research

May 2019 Page | 92




Clean streets and public

spaces 3.41 3.33 3.51 3.29 3.49 3.44 3.55 3.42

Condition of public spaces 3.40 3.34 3.46 3.29 3.41 3.44 3.58 3.42

Household waste

management 3.55 3.48 3.62 3.37 3.54 3.45 3.95 3.82

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than

10 years

Clean streets and public spaces 3.43 3.45 3.33 3.45 3.39

Condition of public spaces 3.36 3.39 3.47 3.40 3.39

Household waste management 3.54 3.42 3.72 3.53 3.56




Not at all

satisfied

Not very

satisfied

Somewhat

satisfied Satisfied

Very

satisfied Base

Clean streets and public spaces 6% 13% 31% 35% 15% 523

Condition of public spaces 3% 13% 37% 35% 12% 497

Household waste management 7% 13% 22% 35% 23% 518


Community Research

May 2019 Page | 93

Comparison to Previous Research

Service/Facility Importance Satisfaction

2019 2017 2019 2017

Pathways and cycleways 3.59 N/A 3.47 N/A

Condition and safety of local roads 4.56 N/A 3.25 N/A

Street and public space lighting 4.24 4.37 3.54 3.36

Ease of traffic flow 4.59 4.58 2.74 2.52

Provision of car parking 4.24▼ 4.52 2.78 2.66

Library services 3.52▼ 4.01 4.18▲ 3.90

Local community festivals and events 3.53 3.74 3.67▲ 3.32

Services for younger residents 3.99 4.19 3.25 3.29

Services for older residents 4.12 4.35 3.34 3.31

Disability services 4.17 4.41 3.33 3.36

Services for people from different cultural and language

backgrounds 3.66 N/A 3.52 N/A

Services for Aboriginal or Torres Strait Islanders 3.63 N/A 3.50 N/A

Condition of sports fields 4.03 N/A 3.63 N/A

Playgrounds meet play needs 4.11 N/A 3.61 N/A

Access to parks, reserves and open green spaces 4.40 N/A 3.78 N/A

Facilities provided in local parks, reserves and open green spaces 4.22 N/A 3.28 N/A

Protection of bushland, natural environment and wildlife 4.41 4.35 3.35 3.47

Clean natural areas 4.57 4.40 3.43 3.30

Access to shade and shelter in the City’s public spaces 4.16 N/A 3.28 N/A

Companion animal control 3.87 3.94 3.59 3.39

Availability of information about building approvals 3.85 N/A 3.09 N/A

Supporting local business and jobs 4.52 4.41 3.43▲ 2.84

Managing Penrith’s future 4.61 N/A 3.28 N/A

Infrastructure meets population needs 4.63 4.55 2.85 2.91

Planning enhances natural characteristics 3.98 4.15 3.15 3.15

Advocate community needs to all levels of government 4.19 4.31 3.12 3.10

Access to public transport 4.49 N/A 3.21 N/A

Information on council services and facilities 4.14 4.21 3.45 3.33

Council provides opportunities for residents to get involved in

decision making 4.17 4.32 3.04 2.96

Council listens to the community’s needs and expectations 4.42 4.42 2.94 2.95

Council communicates well with residents 4.39 4.35 2.99 3.00

Council is trustworthy 4.59 N/A 3.22 N/A

Clean streets and public spaces 4.66 4.49 3.41 3.50

Condition of public spaces 4.53 4.37 3.40 3.45

Household waste management 4.70 4.69 3.55▼ 3.84

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

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


Community Research

May 2019 Page | 94

Use of Council Services in the Last 2 Years

Summary

50% of residents had used at least one of the prompted Council services in the last 2 years. The most widely

accessed services were those for ‘young people (34%) and ‘older people’ (21%).

Q2b. In the last 2 years have you used any of the following services for:

Base: N=551

Female Male 18 - 34 35 - 49 50 - 59 60 - 69 70+

Young people 39%▲ 28% 43%▲ 45%▲ 19%▼ 17%▼ 17%▼

Older people 21% 21% 13%▼ 17% 24% 38%▲ 35%▲

People with disabilities 15% 12% 8%▼ 14% 16% 18% 18%

People from different cultural and

language backgrounds 10% 14% 9% 19%▲ 10% 8% 8%

Aboriginal or Torres Strait Islanders 8% 6% 6% 6% 10% 10% 6%

None of these 47% 54% 51% 40%▼ 58% 55% 55%

Established

Urban Area

Release

Area Rural Area

Less than

10 years

More than 10

years

Young people 35% 37% 26% 36% 32%

Older people 22% 16%▼ 27% 10% 28%▲

People with disabilities 16% 10% 13% 9% 17%▲

People from different cultural and language

backgrounds 11% 16%▲ 7% 15% 10%

Aboriginal or Torres Strait Islanders 9% 6% 5% 3% 9%▲

None of these 46% 51% 59%▲ 54% 48%


50%

7%

12%

14%

21%

34%

0% 20% 40% 60%

None of these

Aboriginal or Torres Strait

Islanders

People from different cultural

and language backgrounds

People with disabilities

Older people

Young people

Demographics


Community Research

May 2019 Page | 96

Demographics

D1. Please stop me when I read out your age group:

%

18 - 34 34%

35 - 49 27%

50 - 59 16%

60 - 69 13%

70+ 10%

Base: N = 551

D2. Gender.

%

Female 51%

Male 49%

Base: N = 551


Community Research

May 2019 Page | 97

Demographics

D3. Do you speak a language other than English at home?

%

Yes 26%

No 74%

Base: N = 549

% %

Hindi 13% Gujarati 1%

Filipino/Tagalog 8% Hungarian 1%

Italian 6% Igbo 1%

Mandarin 6% Jalip 1%

Punjabi 6% Kannada 1%

Maltese 5% Luganda 1%

Spanish 5% Malayalam 1%

Arabic 4% Marathi 1%

German 3% Ndebele 1%

Greek 3% Pelugu 1%

Tamil 3% Persian/Dari 1%

Afrikaans 2% Pidgin 1%

Indonesian 2% Polish 1%

Japanese 2% Russian 1%

Nepalese 2% Sinhala 1%

Sinhalese 2% Samoan 1%

Vietnamese 2% Slovenian 1%

Burmese 1% Telugu 1%

Cantonese 1% Thai 1%

Croatian 1% Turkish 1%

Dutch 1% Twi 1%

French 1% Urdu 1%

Base: N = 145


Community Research

May 2019 Page | 98

Demographics

D5. What is your country of birth?

%

Australia 67%

Other 33%

Base: N = 549

% %

India 25% Macau 1%

United Kingdom 21% Malaysia 1%

Philippines 8% New Zealand 1%

Malta 6% Papua New Guinea 1%

Sri Lanka 4% Peru 1%

Indonesia 3% Poland 1%

Netherlands 3% Russia 1%

Equador 2% Samoa 1%

Germany 2% Singapore 1%

Nepal 2% Taiwan 1%

Nigeria 2% Uganda 1%

South Africa 2% Ukraine 1%

Afghanistan 1% United States 1%

Bosnia 1% Vietnam 1%

Burma 1% Zimbabwe 1%

China 1% Argentina <1%

Croatia 1% Austria <1%

Egypt 1% Holland <1%

Fiji 1% Hungary <1%

Greece 1% Northern Ireland <1%

Hong Kong 1% Slovenia <1%

Iran 1% Refused 1%

Italy 1%


Community Research

May 2019 Page | 99

Demographics

D6. Are you of Aboriginal or Torres Strait Islander descent?

%

Yes 3%

No 97%

Base: N = 371

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 Penrith 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 A –

Additional Analysis


Community Research

2019 Page | 101

Most Valued Aspect of the Penrith Area

Q1a. What do you value the most about the Penrith area? – Complete list

N=551

Location - close to the city/work/services and facilities 18%

Natural environment with green, open spaces/parks 14%

Quiet/peaceful place to live 11%

Access to quality services and facilities 8%

Family friendly/friendly community 8%

Close to family/friends 5%

Lifestyle/country-town feel/rural atmosphere 5%

Community spirit and engagement 4%

Affordable housing/lifestyle 3%

Beautiful scenery 2%

Everything about the area/the place as a whole 2%

Lifestyle 2%

Range of shopping/entertainment/leisure options 2%

Area is continually growing/improving 1%

Busy lifestyle/great buzz 1%

Convenient public transport 1%

Familiarity/feels like home 1%

Not overcrowded/small community 1%

Properties/my property 1%

Quality health facilities 1%

Quality schools 1%

Road network 1%

Safe community 1%

Adequate development/not high-rises <1%

Diverse/multicultural community <1%

Employment opportunities in the area <1%

Freedom <1%

Heritage of the area <1%

Jamisontown Park complex <1%

Jordan Springs Estate <1%

Nepean crossing <1%

Recycling initiative <1%

Do not value anything about the Penrith area 4%

Don't know/nothing 2%


Community Research

2019 Page | 102

Top Challenge Facing Penrith in the Next 10 Years

Q1b. What would you say is the top challenge facing Penrith in the next 10 years? – Complete list

N=551

Traffic congestion 22%

Managing population growth/overcrowding/overdevelopment 19%

Infrastructure to cater for the growing population 12%

Public transport 9%

Infrastructure and maintenance of roads 7%

Lack of parking 6%

Development of the airport 4%

Housing availability/affordability 4%

Employment opportunities 2%

Quality and quantity of local services and facilities 2%

Council staff/communication/projects 1%

Maintaining the natural environment/beauty 1%

Public safety/crime/drug issues 1%

Rate increases 1%

Youth services/activities 1%

Adapting to change/moving forward <1%

Combating increasing temperature/Climate change <1%

Cost of tolls <1%

Disadvantaged families/poor community <1%

Future for our kids <1%

Keeping the town in good condition <1%

Labour party <1%

Lack of education <1%

Lack of street lighting <1%

Liberal Party <1%

Maintaining the Town's identity <1%

Make Penrith more vibrant and less industrial <1%

Multiculturalism <1%

Pollution and cleanliness <1%

Recognising Penrith as a powerhouse City <1%

Recycling and waste management <1%

Stopping graveyard on Wallacia Golf Course <1%

Don't know/nothing 2%

Appendix B –

Questionnaire


Community Research

March 2019 P a g e | 104


Community Survey

March 2019

Good morning/afternoon/evening, my name is ____________________ and I’m calling on behalf of Penrith

City Council from a company called Micromex. We are conducting a survey on a range of local issues –

the survey will take up to 15 minutes, would you be able to assist us please?

S1. Before we start, I would like to check whether you or an immediate family member works for Penrith

Council?

O Yes (Terminate survey)

O No

S2. Which suburb do you live in? (Terminate if outside LGA)

Established Urban Areas

East Ward North Ward South Ward

O Colyton O Cambridge Gardens O Cranebrook (South)

O Erskine Park O Cambridge Park O Emu Plains*

O Kingswood* O Emu Heights O Glenmore Park**

O North St. Marys O Emu Plains* O Jamisontown

O Oxley Park O Werrington O Kingswood*

O St. Clair O Werrington County O Leonay

O St. Marys O Werrington Downs O Penrith

O Regentville

O South Penrith

Release Areas


O Caddens O Jordan Springs(Western and O Glenmore Park**

Central precincts)

O Claremont O Thornton O Sydney Science Park

Meadows

Rural Areas


O Kemps Creek O Agnes Banks O Badgerys Creek

O Mount Vernon O Berkshire Park O Lluddenham

O Orchard Hills* O Castlereagh O Mulgoa

O Cranebrook (sections) O Orchard Hills*

O Llandilo O Wallacia

O Londonderry

*Suburb crosses Council Wards

** Suburb crosses catchment area


Community Research

March 2019 P a g e | 105

S3. How long have you lived in the Penrith area? Prompt

O Less than 6 months (Terminate survey)

O 6 months to 2 years

O 3 - 5 years

O 6 - 10 years

O More than 10 years

Section 1 – Future Vision for the Area

Q1a. What do you value the most about the Penrith area?

………………………………………………………………………………………………………………….


………………………………………………………………………………………………………………….

Section 2 – Council Services and Facilities

Q2a. In the next question I am going to read out a list of Council provided services and facilities. In the first

part could you please indicate 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

Penrith City Council’s provision of that service. The scale is from 1 to 5 where 1 is low importance and

low satisfaction and where 5 is high importance and high satisfaction. Note: Level of satisfaction only asked if level of importance is rated 4 or 5.

Infrastructure and Services

Importance Satisfaction

Low High Low High

1 2 3 4 5 1 2 3 4 5

Pathways and cycleways O O O O O O O O O O

Condition and safety of local roads O O O O O O O O O O

Street and public space lighting O O O O O O O O O O

Ease of traffic flow O O O O O O O O O O

Provision of car parking O O O O O O O O O O

Community Services and Events


Low High Low High

1 2 3 4 5 1 2 3 4 5

Library services O O O O O O O O O O

Local community festivals and events O O O O O O O O O O

Services for younger residents O O O O O O O O O O

Services for older residents O O O O O O O O O O

Disability services O O O O O O O O O O


and language backgrounds O O O O O O O O O O


Islanders O O O O O O O O O O


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Recreation and Facilities


Low High Low High

1 2 3 4 5 1 2 3 4 5

Condition of sports fields O O O O O O O O O O

Playgrounds meet play needs O O O O O O O O O O

Access to parks, reserves and open

green spaces O O O O O O O O O O


and open green spaces e.g. bubblers,

sheltered seating, etc. O O O O O O O O O O

Environmental and Health Services


Low High Low High

1 2 3 4 5 1 2 3 4 5


and wildlife O O O O O O O O O O

Clean natural areas (bushland, the

Nepean River and creeks) O O O O O O O O O O


public spaces O O O O O O O O O O


stray animals O O O O O O O O O O

Planning, Advocacy and Development Services


Low High Low High

1 2 3 4 5 1 2 3 4 5


approvals O O O O O O O O O O

Supporting local business and jobs O O O O O O O O O O

Managing Penrith’s future O O O O O O O O O O

Infrastructure meets population needs O O O O O O O O O O

Planning enhances natural characteristics O O O O O O O O O O

Advocate community needs to all levels

of government O O O O O O O O O O

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

Community Engagement


Low High Low High

1 2 3 4 5 1 2 3 4 5

Information on council services and

facilities O O O O O O O O O O


to get involved in decision making O O O O O O O O O O


and expectations O O O O O O O O O O

Council communicates well with residents O O O O O O O O O O

Council is trustworthy O O O O O O O O O O


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Waste Services and Public Amenity


Low High Low High

1 2 3 4 5 1 2 3 4 5

Clean streets and public spaces O O O O O O O O O O

Condition of public spaces O O O O O O O O O O

Household waste management O O O O O O O O O O

Q2b. In the last 2 years have you used any of the following services for: Prompt

Yes No

Young people O O

Older people O O

People with disabilities O O

People from different cultural and language backgrounds O O

Aboriginal or Torres Strait Islanders O O

Section 3 – Community Pride, Safety and Connectedness

Q3a. In this section I’d like to ask you a number of questions about your perceptions and experiences of

your neighbourhood and Penrith as a place to live. I’m going to read out some statements and I’d

like you to rate them on a scale of 1-5, where 1 is strongly disagree and 5 is strongly agree.

Health and Safety

Strongly Strongly

disagree agree

1 2 3 4 5

I have the services and facilities I need in my area O O O O O

I can travel to the services and facilities that I need O O O O O

I can buy fresh fruit and vegetables in my neighbourhood O O O O O

I feel safe in my neighbourhood O O O O O

I feel safe in the City’s parks, playgrounds and reserves O O O O O

I feel safe in the City’s shopping centres O O O O O

Social

Strongly Strongly

disagree agree

1 2 3 4 5

I feel part of my neighbourhood or community O O O O O

I am actively involved in my community

(volunteering, sporting teams, schools, etc.) O O O O O

I can get help from friends, family or neighbours when needed O O O O O

Local Identity

Strongly Strongly

disagree agree

1 2 3 4 5

I am happy living in Penrith O O O O O

I value the City’s natural environment and heritage O O O O O

I feel that cultural identity is valued and celebrated O O O O O


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Cost of Living

Strongly Strongly

disagree agree

1 2 3 4 5

I am able to afford a house of a good standard in Penrith O O O O O

Penrith and surrounding areas provide a wide range of work

opportunities O O O O O

Q3b. How would you rate the overall quality of life in Penrith? Prompt

O Excellent

O Very good

O Good

O Fair

O Poor

O Very poor

Section 4 – Overall Performance

Q4a. How would you rate the overall performance of Penrith City Council as an organisation over the past 12 months? Are you: Prompt

O Very satisfied

O Satisfied

O Somewhat satisfied

O Not very satisfied

O Not at all satisfied

Q4b. Please tell me if you think that the services provided by Penrith City Council are good value for the rate dollar? Prompt

O Excellent

O Very good

O Good

O Fair

O Poor

O Very poor

Q4c. Do you participate in or attend cultural activities and events such as the following? Prompt

O Festivals

O Regional galleries

O Art exhibitions

O Concerts

O Theatres

O Craft groups

O Other (please specify)……………………..

O None of these (Do not prompt)

O Can’t say/don’t know


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Q5a. Penrith’s future is being supported by state and federal funding to help deliver smart and responsible

growth. Are you aware of the following state and federal projects that will impact life in Penrith? Prompt

Yes No

Western Sydney Airport construction is underway and set to open in 2026 O O

North South Rail Link is a new rail line which will connect St Marys to the

Badgery Creek Aerotropolis and Western Sydney Airport O O

Western Sydney City Deal unites Federal, State and Local governments to

focus on the most important projects in our new region O O

RMS major State road network and intersection upgrades currently

including the M4 Motorway, the Great Western Highway, Mamre Road, and

the Northern Road O O

Q5b. How supportive are you of these projects? Prompt

O Very supportive

O Supportive

O Somewhat supportive

O Not very supportive

O Not at all supportive

Q6a. Council has 39 community centres available for hire to the community for parties, meetings and

group activities. Are you aware that you can hire Council’s community centres?

O Yes

O No

Q6b. How likely are you to consider using Council's community centres for your parties, meetings and group activities? Prompt

O Extremely likely

O Very likely

O Somewhat likely (Go to Q7)

O Not very likely (Go to Q7)

O Not at all likely (Go to Q7)

Q6c. What type of activity are you likely to consider holding at a community centre? Prompt

O Birthday party

O Wedding celebration

O Community group meeting

O Group activity

O Other (please specify)………………….

Section 5 - Customer Service

Q7. How likely are you to use the following mediums to get information about Council services? Please rate on a scale of 1 to 5, where 1 is not at all likely, and 5 is most likely. Prompt

Not at all Most

likely likely

1 2 3 4 5

Newspapers O O O O O

Radio O O O O O

Council’s website O O O O O

Council Community Newsletter O O O O O

Social media O O O O O

Council brochures and posters O O O O O


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Q8. Do you follow any of the following Council social media accounts? Please answer yes or no as I read

each one. Prompt

O Facebook

O Instagram

O Twitter

O LinkedIn

O YouTube

O Don't follow/don't know

Q9a. Have you had any contact with Council staff in the past 12 months?

O Yes

O No (Go to D1)

O Don’t know/can’t say (Go to D1)

Q9b. How did you contact Council? Please answer yes or no as I read each one. Prompt

O Phone

O Email

O Social media

O In person

O Letter

O Online forms

Q9c. Overall, how satisfied were you with your contact with Council? Prompt

O Very satisfied (Go to D1)

O Satisfied (Go to D1)

O Somewhat satisfied (Go to D1)

O Not very satisfied

O Not at all satisfied

Q9d. Why do you say that?

………………………………………………………………………………………………………………….

Section 6 – Demographic Information

D1. Please stop me when I read out your age group: Prompt

O 18 - 24

O 25 - 34

O 35 - 49

O 50 - 59

O 60 - 69

O 70+

O Refused

D2. Gender (by voice)

O Female

O Male

D3. Do you speak a language other than English at home?

O Yes

O No (Go to QD5)


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D4. If yes, which language?

………………………………………………………………………………………………………………….

D5. What is your country of birth?

O Australia

O Other (Please specify)…………………………... (Go to D7)

D6. Are you of Aboriginal or Torres Strait Islander descent? Your information will only be used to help us

deliver appropriate and accessible services to people of Aboriginal or Torres Strait Islander descent.

O Yes

O No

D7. Do you identify as having a disability?

O Yes

O No

Q10. Council may do a follow up survey to get a better understanding of some services, facilities and

perceptions, would you like to participate? Your information will be included on a temporary list and

only used for the follow up research.

Name: …….…………………………..

Contact: …….…………………………..

Areas of interest: …….…………………………..

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. The research has been

conducted by Micromex Research on behalf of Penrith City Council.

Penrith City Council Community Satisfaction Research · Penrith City Council Community Research May 2019 Page | 6 Summary and Recommendations Summary 90% of Penrith City Council residents

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