greater dandenong city council€¦ · (css) creates a vital interface between the council and...

2019 Local

Government

Community

Satisfaction Survey

Greater

Dandenong City

CouncilCoordinated by the Department of

Environment, Land, Water and Planning

on behalf of Victorian councils

Contents

J00758 Community Satisfaction Survey 2019 – Greater Dandenong City Council

2

Background and objectives 4

Key findings and recommendations 6

Summary of findings 12

Detailed findings 25

Overall performance 26

Customer service 29

Council direction 37

Individual service areas 41

Community consultation and engagement 42

Lobbying on behalf of the community 44

Decisions made in the interest of the

community

46

Condition of sealed local roads 48

Informing the community 52

Condition of local streets and footpaths 54

Traffic management 56

Parking facilities 58

Enforcement of local laws 60

Family support services 62

Elderly support services 64

Disadvantaged support services 66

Recreational facilities 68

Appearance of public areas 70

Art centres and libraries 72

Community and cultural activities 74

Waste management 76

Business and community development

and tourism

78

Environmental sustainability 80

Emergency and disaster management 82

Detailed demographics 84

Appendix A: Index scores, margins of error

and significant differences

88

Appendix B: Further project information 93

Greater Dandenong Council – at a glance

3


Overall Council performance

Results shown are index scores out of 100.

67 67 60

Greater

Dandenong

Metropolitan State-wide

Background and

objectives

4

The Victorian Community Satisfaction Survey

(CSS) creates a vital interface between the council

and their community.

Held annually, the CSS asks the opinions of local

people about the place they live, work and play and

provides confidence for councils in their efforts

and abilities.

Now in its twentieth year, this survey provides insight

into the community’s views on:

• councils’ overall performance with benchmarking

against State-wide and council group results

• community consultation and engagement

• advocacy and lobbying on behalf of the community

• customer service, local infrastructure, facilities and

• overall council direction.

When coupled with previous data, the survey provides

a reliable historical source of the community’s views

since 1998. A selection of results from the last seven

years shows that councils in Victoria continue to

provide services that meet the public’s expectations.

Serving Victoria for 20 years

Each year the CSS data is used to develop the State-

wide report which contains all of the aggregated

results, analysis and data. Moreover, with 20 years of

results, the CSS offers councils a long-term, consistent

measure of how they are performing – essential for

councils that work over the long term to provide

valuable services and infrastructure to their

communities.

Participation in the State-wide Local Government

Community Satisfaction Survey is optional.

Participating councils have various choices as to the

content of the questionnaire and the sample size to be

surveyed, depending on their individual strategic,

financial and other considerations.

Background and objectives

5


Key findings and

recommendations

6

The overall performance index score of 67 for Greater

Dandenong City Council represents a one-point

improvement on the 2018 result. Although this is not a

significant improvement, Council’s overall performance

rating has reached its highest level to date. Council’s

overall performance rating has been largely stable

since 2013, ranging from a low of 63 in 2013 to a high

of 67 currently.

Greater Dandenong City Council’s overall performance

is rated statistically significantly higher (at the 95%

confidence interval) than the average rating for councils

State-wide, and is rated the same as councils in the

Metropolitan group (index scores of 60 and 67

respectively).

• Residents aged 35 to 49 years (index score of 61)

rate Council’s overall performance significantly lower

than average.

Three in five residents rate Greater Dandenong City

Council’s overall performance as ‘very good’ (17%) or

‘good’ (43%) compared to only 8% who rate it as ‘very

poor’ or ‘poor’. A further 30% sit mid-scale, rating

Council’s overall performance as ‘average’.

Overall performance

7


67 67 60

Greater

DandenongMetro State-wide

Overall Council performance

Results shown are index scores out of 100.

Contact with council

Half of Greater Dandenong City Council residents

(52%) have had contact with Council in the last 12

months. This is not significantly different to 2018 (55%).

Greater Dandenong City Council’s contact rates are

though significantly lower than the State-wide and

metropolitan group averages (63% and 62%

respectively).

• Residents of Dandenong (58%) and women (58%)

had the most contact with Council in 2019.

• Men (47%) and Noble Park and Keysborough

residents (48%) have had the least contact with

Council in 2019.

• There are no significant differences across

demographic and geographic cohorts compared to

the council average.

The main methods of contacting Council are still by

telephone (35%) and in person (16%). Methods of

contact remain largely unchanged from 2018.

Customer service

Greater Dandenong City Council’s customer service

index of 74 is three points higher than the 2018 results,

though the increase is not considered significant.

Nonetheless, the increase reversed a trend of decline

that occurred between 2016 and 2018 on the measure.

Performance on this measure is rated statistically

similar to the State-wide and Metropolitan group council

averages (index scores of 71 and 76 respectively).

Two in five residents (40%, up seven percentage points

from 2018) rate Council’s customer service as ‘very

good’, with another 29% rating it as ‘good’. One in five

(21%) provide an ‘average’ rating, and only 8% rate

Council’s customer service as ‘very poor’ or ‘poor’.

• While there are no significant differences across the

demographic and geographic cohorts compared to

the 2018 council average, perceptions of customer

service are considerably higher among residents

aged 50 to 64 years (index score of 83) than

residents aged 18 to 34 years (index score of 71).

Perceptions of customer service improved across all

methods of contact used.

Customer contact and service

8


Top performing areas

Customer service is the area where Greater

Dandenong City Council has performed most strongly

overall (index score of 74), with this area performing at

a similar level to the State-wide and Metropolitan group

council averages.

The next top performing service area for Greater

Dandenong City Council is sealed local roads (index

score of 67).

In addition, Council’s performance rating in the area of

consultation and engagement (62) significantly exceeds

both the Metropolitan group and State-wide averages

for councils (index scores of 58 and 56 respectively).

• While Council’s overall index score in the area of

consultation and engagement improved by a slight

two index points, ratings on this measure increased

significantly among residents aged 18 to 34 years

(index score of 65, up 11 index points from 2018),

men (64, up seven points), and residents of

Dandenong (61, up six points).

In addition, residents in particular acknowledge

diversity (14%) and community facilities (10%) as the

best things about Greater Dandenong City Council.

Areas for improvement

The areas cited as requiring improvement by Greater

Dandenong City Council include public safety (10%)

and parking availability (9%).

Top performing areas

9


Perceptions of Council have remained largely

steady over the years and did not experience any

significant declines in performance index scores

from 2018. Moreover, Council performance is in line

with or higher than Metropolitan group and State-

wide averages for councils on all measures

evaluated. This is a positive result for Council.

In terms of priorities for the year ahead, Greater

Dandenong City Council should focus on service areas

where:

• performance levels are lowest relative to other

service areas – lobbying (index score of 59); and

• where stated importance exceeds performance by a

wide margin – sealed local roads (margin of 12

points).

Notably, there have been two significant increases in

the importance of service areas.

• The importance of sealed local roads has increased

significantly – index score of 80 up from 77 in 2018.

• The importance of disadvantaged supported services

has also increased significantly – index score of 77

up from 74 in 2018.

Public safety and parking availability are also areas

requiring further investigation.

While ratings on overall council direction for Greater

Dandenong City Council are significantly higher than for

the Metropolitan group and State-wide averages, the

percentage of residents who believe council direction

has improved over the last 12 months has dropped 5

points from 2018 (29% improved down from 34% in

2018).

• Perceptions decreased significantly from 2018

among women (index score of 57, down nine index

points) and Springvale residents (index score of 55,

down 14 index points from 2018).

• Council direction ratings among residents aged over

65 years (index score of 54) are significantly lower

than average (index score of 61).

Focusing on good communication and transparency

with residents about decisions Council has made in the

community’s interest, along with community

consultation and engagement, could help drive up

opinion of Council’s overall direction.

More generally, consideration should also be given to

residents aged 35 to 49 years, who appear to be

driving negative opinion in a number of areas in 2019.

On the positive side, Council should look to build upon

its steady performance over the past seven years since

tracking began in 2013.

Focus areas for coming 12 months

10


An approach we recommend is to further mine the

survey data to better understand the profile of these

over and under-performing demographic groups. This

can be achieved via additional consultation and data

interrogation, self-mining the SPSS data provided, or

via the dashboard portal available to the council.

Please note that the category descriptions for the

coded open-ended responses are generic summaries

only. We recommend further analysis of the detailed

cross tabulations and the actual verbatim responses,

with a view to understanding the responses of the key

gender and age groups, especially any target groups

identified as requiring attention.

A personal briefing by senior JWS Research

representatives is also available to assist in

providing both explanation and interpretation of

the results. Please contact JWS Research on:

03 8685 8555

Further areas of exploration


11

Summary of

findings

12

Summary of core measures

13

Index scores


7677

76 76

7271

74

64

67

66

6569 6763

65 65 6564

6667

61

57

6162

63 6261

6261

63 63

6162

62

61 61 6160

59

63 6365

6160

64

61

2012 2013 2014 2015 2016 2017 2018 2019

Sealed

Local

Roads

Community

Consultation

Customer

Service

Overall

Council

Direction

Overall

Performance

Advocacy Making

Community

Decisions

Summary of core measures

Performance MeasuresGreater

Dandenong

2019

Greater

Dandenong

2018

Metro

2019

State-wide

2019

Highest

score

Lowest

score

Overall Performance 67 66 67 60Aged 65+

years

Aged 35-49

years

Community Consultation

(Community consultation and

engagement)

62 60 58 56Aged 18-34

years

Aged 35-49

years

Advocacy

(Lobbying on behalf of the community)59 60 57 54

Noble Park

and

Keysborough,

Aged 50+

years

Aged 35-49

years

Making Community Decisions

(Decisions made in the interest of the

community)

61 63 60 55Noble Park

and

Keysborough

Aged 35-49

years,

Springvale

Sealed Local Roads

(Condition of sealed local roads)67 69 69 56

Men, Noble

Park and

Keysborough

Aged 35-49

years,

Women

Customer Service 74 71 76 71Aged 50-64

years

Aged 18-34

years

Overall Council Direction 61 64 55 53Aged 18 to 34

and 50-64

years

Aged 65+

years


14

Summary of key community satisfaction

15

Key measures summary results (%)


17

14

10

12

23

40

43

31

27

34

37

29

30

29

30

31

27

21

6

10

9

6

8

4

2

3

5

6

3

4

2

13

18

11

1

2

Overall Performance


Advocacy

Making Community Decisions

Sealed Local Roads

Customer Service

Very good Good Average Poor Very poor Can't say

29 57 9 6Overall Council Direction

Improved Stayed the same Deteriorated Can't say

80Sealed local roads 67

Individual service areas importance vs performance

16Net differentials are calculated based on the un-rounded importance and performance scores, then rounded to the nearest whole number.


Importance (index scores) Performance (index scores) Net Differential

Service areas where importance exceeds performance by 10 points or more, suggesting further investigation is

necessary:

-12

84

83

80

80

79

79

78

78

77

77

74

74

73

71

66

63

63

Emergency & disaster mngt

Waste management

Elderly support services

Sealed local roads

Enforcement of local laws

Local streets & footpaths

Traffic management

Family support services

Environmental sustainability

Disadvantaged support serv.

Parking facilities

Appearance of public areas

Informing the community

Recreational facilities

Art centres & libraries

Bus/community dev./tourism

Community & cultural

Individual service area importance

2019 individual service area importance (index scores)

2018 2017 2016 2015 2014 2013 2012


17Q1. Firstly, how important should [RESPONSIBILITY AREA] be as a responsibility for Council?

Base: All respondents. Councils asked state-wide: 31 Councils asked group: 10

Note: Please see Appendix A for explanation of significant differences.

84

82

82

77

79

78

77

78

76

74

76

74

72

70

66

65

64

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

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n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

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n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

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n/a

n/a

n/a

n/a

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n/a

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n/a

n/a

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n/a

n/a

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n/a

n/a

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n/a

n/a

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n/a

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n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

Individual service area importance

2019 individual service area importance (%)

43

35

51

35

35

34

34

40

35

32

27

23

26

18

16

15

14

47

50

35

50

48

48

48

40

42

45

49

50

43

51

44

37

37

9

12

9

14

14

13

13

16

16

17

18

23

24

26

31

32

33

1

2

3

3

3

3

3

4

2

4

2

5

4

8

12

10

1

1

1

1

1

2

2

1

2

1

1

2

1

2

1

1

1

3

Waste management

Elderly support services

Emergency & disaster mngt

Sealed local roads

Local streets & footpaths

Traffic management

Family support services

Enforcement of local laws

Environmental sustainability

Disadvantaged support serv.

Parking facilities

Appearance of public areas

Informing the community

Recreational facilities

Art centres & libraries

Community & cultural

Bus/community dev./tourism

Extremely important Very important Fairly important

Not that important Not at all important Can't say


18Q1. Firstly, how important should [RESPONSIBILITY AREA] be as a responsibility for Council?


Individual service area performance

2019 individual service area performance (index scores)


19

2018 2017 2016 2015 2014 2013 2012

69

60

63

60

65

63

63

61

66

62

61

61

67

61

62

61

64

57

61

62

n/a

61

n/a

62

n/a

n/a

n/a

n/a

67

62

61

59

Sealed local roads

Consultation & engagement

Community decisions

Lobbying

Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?



Individual service area performance

20

2019 individual service area performance (%)


23

12

14

10

37

34

31

27

27

31

29

30

8

6

10

9

3

6

3

5

1

11

13

18

Sealed local roads

Community decisions

Consultation & engagement

Lobbying


Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?


Significantly Higher than

State-wide Average

Significantly Lower than

State-wide Average


21

• Consultation & engagement

• Lobbying

• Making community decisions

• Sealed local roads

• Not applicable

Individual service area performance vs State-wide average

Individual service area performance vs group average

22


Significantly Higher than

Group Average

Significantly Lower than

Group Average

• Consultation & engagement • Not applicable

11

7

8

7

8

5

6

5

11

5

8

5

8

6

5

7

4

5

6

2

9

7

4

5

4

4

8

5

6

4

9

10

n/a

6

7

5

9

n/a

9

5

7

3

n/a

5

7

4

7

n/a

11

4

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

Best things about Council

23

2019 best things about Council (%)- Top mentions only -


14

10

9

9

8

7

7

6

5

4

Diversity

Community Facilities

Customer Service

Community/Public Events/Activities

Waste Management

Community Support Services

Parks and Gardens

Generally Good

Road/Street Maintenance

Recreational/Sporting Facilities

2018 2017 2016 2015 2014 2013 2012

Q16. Please tell me what is the ONE BEST thing about Greater Dandenong City Council? It could be about any of the issues or services we

have covered in this survey or it could be about something else altogether?


Note: Significant differences have not been applied to this chart.

A verbatim listing of responses to this question can be found in the accompanying dashboard.

9

8

5

7

8

7

5

3

12

9

5

6

4

6

6

7

4

19

7

7

7

4

9

6

4

3

18

8

3

6

n/a

10

4

5

4

16

6

4

10

n/a

5

5

8

4

23

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

Areas for improvement

24

2019 areas for improvement (%)- Top mentions only -


10

9

7

6

6

5

4

4

13

Public Safety

Parking Availability

Sealed Road Maintenance

Public Areas

Communication

Traffic Management


Waste Management

Nothing

2018 2017 2016 2015 2014 2013 2012

Q17. What does Greater Dandenong City Council MOST need to do to improve its performance?


Note: Significant differences have not been applied to this chart.

A verbatim listing of responses to this question can be found in the accompanying dashboard.

DETAILED

FINDINGS

25

Overall

performance

26

71

65

68

65

63

66

65

65

66

68

66

59

64

64

62

67

59

64

64

68

59

64

62

59

65

64

66

69

61

65

66

62

68

66

60

59

67

65

64

67

66

65

67

66

66

65

59

60

61

67

n/a

68

60

65

n/a

n/a

n/a

62

66

61

62

62

n/a

66

57

63

n/a

n/a

n/a

65

66

60

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

60

Overall performance

2019 overall performance (index scores)

70

69

69

69

68

67

67

66

65

65

61q

60q

65+

Men

Noble Park and Keysborough

18-34

50-64

Greater Dandenong

Metro

Dandenong

Springvale

Women

35-49

State-wide


27

2018 2017 2016 2015 2014 2013 2012

Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Greater Dandenong City Council, not just on one or

two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor?



Overall performance

28

Overall performance (%)


17

16

10

11

13

10

11

10

14

19

17

15

18

16

15

16

15

21

43

44

44

46

41

47

40

39

48

31

49

44

48

38

46

36

50

43

30

27

38

32

33

33

36

35

29

42

25

28

26

34

32

26

29

30

6

8

4

6

7

5

6

10

6

3

6

7

4

7

4

14

2

2

2

2

2

3

1

2

2

5

2

3

2

3

2

2

6

3

1

2

2

2

2

5

3

5

1

1

2

2

3

2

3

4

2

2

2019 Greater Dandenong







State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+


Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Greater Dandenong City Council, not just on one or

two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor?


Customer

service

29


2019 contact with council (%)

Have had contact

52

59

55

4744

5552

2012 2013 2014 2015 2016 2017 2018 2019


30Q5a. Have you or any member of your household had any recent contact with Greater Dandenong City Council in any of the following ways?


63

64

59

57

42

55

56

62

53

54

51

52

58

57

50

46

52

44

37

46

47

42

41

43

58

58

42

52

61

47

38

50

49

55

47

42

60

60

64

62

68

55

43

57

63

43

53

49

61

n/a

n/a

61

57

59

58

63

55

n/a

n/a

56

60

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

61

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a


2019 contact with council (%)

63p

62p

58

58

56

52

52

51

51

49

48

47

State-wide

Metro

Dandenong

Women

50-64

Greater Dandenong

18-34

35-49

65+

Springvale


Men


31

2018 2017 2016 2015 2014 2013 2012

Q5a. Have you or any member of your household had any recent contact with Greater Dandenong City Council in any of the following ways?



Some data may be missing from 2012 or 2013 due to a change in demographic analysis.

Note that some data may be missing from 2013 due to a change in demographic analysis.

76

72

71

68

75

71

74

76

73

67

70

67

69

71

66

75

76

72

66

80

72

68

69

75

77

73

65

70

78

76

83

77

78

74

69

86

73

73

74

79

76

76

73

75

75

76

70

82

77

n/a

79

n/a

78

77

n/a

82

n/a

76

72

72

72

n/a

70

n/a

80

76

n/a

78

n/a

73

71

82

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

n/a

Customer service rating

32

2019 customer service rating (index scores)


83

76

75

75

75

74

74

74

74

73

71

71

50-64

Metro

35-49

Dandenong

Women

Greater Dandenong

Springvale

65+


Men

State-wide

18-34

2018 2017 2016 2015 2014 2013 2012

Q5c. Thinking of the most recent contact, how would you rate Greater Dandenong City Council for customer service? Please keep in mind we

do not mean the actual outcome but rather the actual service that was received.

Base: All respondents who have had contact with Council in the last 12 months.

Councils asked state-wide: 63 Councils asked group: 14


Customer service rating

33

Customer service rating (%)


40

33

32

42

38

34

37

33

39

40

39

40

38

41

33

47

51

36

29

32

38

35

40

42

39

36

35

25

31

30

31

28

30

29

29

28

21

18

16

10

14

15

14

17

15

23

19

22

19

23

31

9

9

28

4

8

7

4

6

2

4

7

5

6

7

1

4

4

2

11

2

4

5

5

6

3

3

3

6

4

3

4

5

6

3

5

5

4

3

2

4

3

2

1

4

3

1

2

2

3

3

1

7

3








State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+






Method of contact with council

2019 method of contact (%)

31

37

29

26

24

3635

22 22 22

19

1718

16

45

6 65

9

11

9 910

87 7

8

54

2

5 5

1 1 12

1

32

1 1 1 1 1

2012 2013 2014 2015 2016 2017 2018 2019


34

By EmailBy Text

Message

By Social

Media

In Writing Via WebsiteIn Person By Telephone

Q5a. Have you or any member of your household had any recent contact with Greater Dandenong City Council in any of the following ways?


Note: Respondents could name multiple contacts methods so responses may add to more than 100%

75

71

73

72

75

64

56

67

88

74

73

100

62

67

83

71

68

83

59

73

74

83

75

79

74

n/a

73

83

64

63

79

79

n/a

68

79

81

96

79

76

100

83

82

n/a

n/a

n/a

n/a

n/a

n/a

n/a

Customer service rating by method of last contact

2019 customer service rating (index score by method of last contact)

90*

79*

78

75

75*

65*

63*

Via website

By social media

In person

By telephone

By text message

In writing

By email

2018 2017 2016 2015 2014 2013 2012


35






*Caution: small sample size < n=30

Customer service rating by method of last contact

2019 customer service rating (% by method of last contact)

61

57

43

42

8

27

39

22

22

28

100

45

39

29

20

40

11

21

4

5

1

3

18

4

1

4

Via website*

By social media*

In person

By telephone

By text message*

In writing*

By email*



36





*Caution: small sample size < n=30

Council direction

37

Council direction summary


38

• Aged 65+ yearsLeast satisfied with Council

direction

Council direction• 57% stayed about the same, up 3 points on 2018

• 29% improved, down 5 points on 2018

• 9% deteriorated, up 2 points on 2018

Most satisfied with Council

direction

• Aged 50-64 years

• Aged 18-34 years

Overall council direction last 12 months

39

2019 overall direction (index scores)


58

72

65

63

64

61

66

62

69

54

58

52

56

64

61

61

60

60

59

59

58

54

57

53

61

69

60

61

61

62

61

50

60

55

58

51

63

64

63

65

65

67

65

65

65

56

67

53

53

69

n/a

62

63

n/a

64

67

n/a

n/a

57

53

59

71

n/a

62

63

n/a

65

61

n/a

n/a

57

53

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

52

66

66

65

65

61

59

57

57

55

55q

54q

53q

50-64

18-34


Men

Greater Dandenong

Dandenong

Women

35-49

Springvale

Metro

65+

State-wide

2018 2017 2016 2015 2014 2013 2012

Q6. Over the last 12 months, what is your view of the direction of Greater Dandenong City Council’s overall performance?



Overall council direction last 12 months

2019 overall council direction (%)

29

34

24

30

35

32

34

19

19

19

35

28

33

25

34

28

37

19

57

54

60

54

51

53

49

62

66

60

52

59

53

60

58

52

54

61

9

7

7

10

7

8

9

14

9

10

6

10

6

11

4

15

5

12

6

5

9

5

7

8

7

5

7

11

6

3

7

4

5

6

4

9








State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+

Improved Stayed the same Deteriorated Can't say


40Q6. Over the last 12 months, what is your view of the direction of Greater Dandenong City Council’s overall performance?


Individual

service areas

41

Community consultation and engagement performance

42

2019 Consultation and engagement performance (index scores)


54

57

64

66

60

59

61

55

63

57

64

55

67

63

60

60

63

61

61

66

63

57

60

55

66

62

64

58

62

57

59

61

62

58

64

54

62

60

59

66

61

59

69

59

62

58

55

56

57

55

n/a

57

57

56

n/a

n/a

58

n/a

57

57

65

59

n/a

61

61

56

n/a

n/a

63

n/a

59

57

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

57

65

64

64

64

62

62

62

61

60

58q

58

56q

18-34

Men


65+

Greater Dandenong

50-64

Springvale

Dandenong

Women

Metro

35-49

State-wide

2018 2017 2016 2015 2014 2013 2012

Q2. How has Council performed on ‘Community consultation and engagement’ over the last 12 months?



Community consultation and engagement performance

43

2019 Consultation and engagement performance (%)


14

13

9

13

7

5

6

9

9

15

15

13

15

13

13

16

10

16

31

30

37

33

35

28

40

30

31

25

33

31

35

26

34

24

34

30

29

30

25

26

26

39

28

31

32

34

25

31

29

29

28

31

32

28

10

11

8

8

9

8

8

15

12

7

10

11

9

10

10

13

7

7

3

5

3

5

3

4

3

6

4

4

3

3

2

4

7

2

4

13

11

18

15

19

16

14

9

12

15

15

11

9

17

15

9

14

14








State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+


Q2. How has Council performed on ‘Community consultation and engagement’ over the last 12 months?


Lobbying on behalf of the community performance

44

2019 Lobbying performance (index scores)


63

57

63

57

60

58

63

56

60

56

61

54

60

59

63

61

61

61

60

56

60

62

61

54

64

53

57

62

61

68

61

56

59

58

59

53

57

60

60

61

61

66

61

58

65

63

56

55

n/a

58

55

63

62

66

61

n/a

n/a

n/a

64

56

n/a

57

56

61

62

68

63

n/a

n/a

n/a

62

55

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

55

62

62

62

59

59

58

58

57

56

56

55

54q


50-64

65+

Men

Greater Dandenong

18-34

Women

Metro

Springvale

Dandenong

35-49

State-wide

2018 2017 2016 2015 2014 2013 2012

Q2. How has Council performed on ‘Lobbying on behalf of the community’ over the last 12 months?



Lobbying on behalf of the community performance

45

2019 Lobbying performance (%)


10

10

7

9

5

6

7

6

6

10

12

8

12

8

10

12

7

9

27

28

27

29

31

35

36

25

25

23

30

27

29

26

27

21

37

29

30

32

31

28

27

32

27

31

30

27

29

33

28

33

34

25

29

31

9

9

7

7

6

6

6

13

10

10

6

12

11

8

12

10

8

5

5

4

1

3

2

1

3

5

3

6

3

5

5

4

4

9

2

3

18

17

27

24

29

20

21

20

27

24

19

15

15

22

14

23

16

22








State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+


Q2. How has Council performed on ‘Lobbying on behalf of the community’ over the last 12 months?


Decisions made in the interest of the community

performance

46

2019 Community decisions made performance (index scores)


65

62

61

59

67

63

58

65

60

64

62

54

63

68

64

59

62

63

58

62

63

60

58

54

60

68

62

58

60

61

59

60

60

65

55

54

61

65

62

60

64

62

59

61

59

67

56

55

n/a

63

63

58

59

61

n/a

59

n/a

n/a

62

57

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

65

63

63

62

62

61

60

59

59

58

58

55q


18-34

Men

50-64

65+

Greater Dandenong

Metro

Women

Dandenong

Springvale

35-49

State-wide

2018 2017 2016 2015 2014 2013 2012

Q2. How has Council performed on ‘Decisions made in the interest of the community’ over the last 12 months?



Decisions made in the interest of the community

performance

47

2019 Community decisions made performance (%)


12

12

7

10

6

5

7

9

11

16

9

13

12

10

15

10

14

34

36

39

41

43

37

30

33

25

39

33

37

30

41

25

37

28

31

29

28

23

25

34

33

30

32

24

38

32

30

28

31

37

33

6

7

6

11

10

6

14

9

4

7

5

4

8

5

7

5

6

6

4

3

5

3

2

7

4

9

5

6

5

7

5

10

3

5

11

11

16

10

14

16

10

14

19

9

10

9

14

11

11

9

14







State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+


Q2. How has Council performed on ‘Decisions made in the interest of the community’ over the last 12 months?


The condition of sealed local roads in your area

importance

48

2019 Sealed local roads importance (index scores)


82

80

76

77

77

74

79

80

79

79

75

78

n/a

n/a

n/a

n/a

n/a

n/a

n/a

78

n/a

n/a

n/a

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

78

n/a

n/a

n/a

76

n/a

n/a

n/a

n/a

n/a

n/a

n/a

76

n/a

n/a

n/a

75

n/a

n/a

n/a

n/a

n/a

n/a

n/a

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

83

82

81

81

80

80

79

79

79

78

78

77q

50-64

Women


Springvale

Greater Dandenong

18-34

35-49

State-wide

Dandenong

65+

Men

Metro

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘The condition of sealed local roads in your area’ be as a responsibility for Council?




importance

49

2019 Sealed local roads importance (%)


35

31

37

31

38

35

33

31

38

37

33

43

28

50

49

45

49

47

51

50

50

49

46

52

47

57

14

17

16

18

15

13

15

17

11

18

13

10

12

2

2

2

1

1

2

1

1

1

1

1

1

1

1

1

1



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘The condition of sealed local roads in your area’ be as a responsibility for Council?



performance

50

2019 Sealed local roads performance (index scores)


70

73

71

68

64

71

69

68

66

68

68

53

63

66

67

66

61

67

65

63

65

66

63

53

66

67

64

67

60

72

66

70

61

65

61

54

70

67

69

69

68

68

67

68

67

64

64

55

67

n/a

61

n/a

59

67

64

n/a

n/a

61

65

55

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

71

70

69

69

68

67

65

65

64

64

56q

Men


65+

Metro

50-64

18-34

Greater Dandenong

Springvale

Dandenong

Women

35-49

State-wide

2018 2017 2016 2015 2014 2013 2012

Q2. How has Council performed on ‘The condition of sealed local roads in your area’ over the last 12 months?




performance

51

2019 Sealed local roads performance (%)


23

21

15

18

16

17

13

23

23

28

18

27

19

23

24

18

25

37

44

42

40

48

38

33

43

32

38

40

40

35

38

32

45

37

27

26

31

32

24

29

28

22

32

24

27

23

31

28

24

28

27

8

6

7

8

8

12

16

8

7

5

11

5

11

10

10

6

4

3

2

4

3

2

3

10

3

5

4

2

4

3

1

8

1

4

1

1

2

1

2

1

1

1

2

2

1

1

2







State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+


Q2. How has Council performed on ‘The condition of sealed local roads in your area’ over the last 12 months?


Informing the community importance

52

2019 Informing community importance (index scores)


71

75

73

71

74

73

73

72

69

71

71

74

n/a

74

n/a

n/a

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

76

n/a

n/a

n/a

74

n/a

n/a

n/a

n/a

n/a

n/a

n/a

75

n/a

n/a

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

75

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

75

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

75

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

75

75

74

74

73

73

73

73

71

71

71

70

Dandenong

State-wide

Women

18-34

50-64

Metro

65+

Greater Dandenong

Springvale

Men

35-49


2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Informing the community’ be as a responsibility for Council?



Informing the community importance

53

2019 Informing community importance (%)


26

28

32

28

28

22

30

24

28

32

22

24

23

43

39

41

41

35

45

46

43

44

36

46

50

49

24

25

22

25

25

27

20

25

22

25

25

23

21

5

5

4

5

9

6

3

6

5

6

7

2

4

1

1

1

1

1

1

1

1

1

1

1

3

2

1

1



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Informing the community’ be as a responsibility for Council?


The condition of local streets and footpaths in your area

importance

54

2019 Streets and footpaths importance (index scores)


86

75

80

78

78

73

78

79

78

76

78

79

n/a

n/a

n/a

n/a

n/a

n/a

n/a

78

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

78

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

77

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

78

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

77

n/a

n/a

n/a

84p

82

81

80

79

79

79

78

77q

77

76

75

50-64

Springvale

Women

Dandenong

65+

18-34

Greater Dandenong

Metro

State-wide

Men


35-49

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘The condition of local streets and footpaths in your area’ be as a responsibility for Council?



The condition of local streets and footpaths in your area

importance

55

2019 Streets and footpaths importance (%)


35

37

34

33

42

28

39

31

39

39

29

42

30

48

41

44

48

46

51

46

49

47

40

48

52

57

14

18

18

17

11

18

11

18

10

18

17

5

10

3

4

2

2

1

3

4

3

3

3

6

2

1

1

1

1

1

1



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘The condition of local streets and footpaths in your area’ be as a responsibility for Council?


Traffic management importance

56

2019 Traffic management importance (index scores)


77

77

76

80

78

77

77

75

78

78

76

74

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

76

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

75

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

74

71

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

70

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

82

81

80

80

79

78

78

77

76

76

75q

73q

50-64

Springvale

Dandenong

Women

18-34

Greater Dandenong

65+

Men

35-49


Metro

State-wide

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Traffic management’ be as a responsibility for Council?



Traffic management importance

57

2019 Traffic management importance (%)


34

34

30

31

36

30

38

35

34

35

32

38

33

48

46

40

42

50

47

47

44

51

48

46

51

47

13

16

23

20

12

16

10

13

13

13

14

9

14

3

2

6

5

6

2

6

3

5

1

3

1

1

1

1

1

1

1

1

2

2

1

1

2

1

2



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Traffic management’ be as a responsibility for Council?


Parking facilities importance

58

2019 Parking importance (index scores)


81

78

75

76

77

76

76

73

76

71

75

75

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

70

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

70

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

70

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

70

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

n/a

n/a

79p

77

77

77

76

74

74

73

73

71q

71

70

50-64

Dandenong

Springvale

65+

Women

Greater Dandenong

35-49

Metro

Men

State-wide

18-34


2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Parking facilities’ be as a responsibility for Council?



Parking facilities importance

59

2019 Parking importance (%)


27

33

26

28

30

24

29

23

32

21

32

30

28

49

40

40

41

49

45

52

54

44

50

41

55

52

18

22

26

24

20

21

14

16

20

22

20

14

14

4

3

6

5

1

7

3

5

4

6

5

1

2

1

1

1

3

2

1

2

1

1

1

1

1

1

1

2



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Parking facilities’ be as a responsibility for Council?


Enforcement of local laws importance

60

2019 Law enforcement importance (index scores)


81

78

79

81

79

78

82

79

74

77

73

71

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

71

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

70

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

71

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

70

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

70

82

82

80

79

79

77

77

77

77

76

73q

71q

Women

18-34


Dandenong

Greater Dandenong

65+

50-64

35-49

Springvale

Men

Metro

State-wide

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Enforcement of local laws’ be as a responsibility for Council?



Enforcement of local laws importance

61

2019 Law enforcement importance (%)


40

39

27

31

36

43

40

33

48

46

40

33

35

40

40

38

38

39

40

40

45

34

37

35

49

43

16

15

26

23

20

12

18

15

17

15

20

11

17

3

3

6

6

5

3

2

6

1

1

6

4

3

1

1

2

1

2

2

1

1

1

1

1

1

1

1

1

1



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Enforcement of local laws’ be as a responsibility for Council?


Family support services importance

62

2019 Family support importance (index scores)


77

80

80

78

79

79

75

78

76

81

75

74

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

81

80

79

78

78

78

78

77

77

76

75q

74q

18-34

Women

Dandenong

Greater Dandenong

50-64


Springvale

65+

Men

35-49

Metro

State-wide

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Family support services’ be as a responsibility for Council?



Family support services importance

63

2019 Family support importance (%)


34

35

29

29

30

35

33

31

36

43

27

33

26

48

44

42

44

51

43

51

48

47

43

48

50

53

13

16

21

19

10

15

13

14

12

10

17

12

14

3

1

4

4

6

3

2

5

2

5

2

4

2

1

1

1

1

1

1

2

2

2

2

4

2

1

2

2

3

1

4



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Family support services’ be as a responsibility for Council?


Elderly support services importance

64

2019 Elderly support importance (index scores)


86

83

79

85

81

82

79

79

78

85

82

81

n/a

n/a

n/a

n/a

n/a

n/a

78

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

78

78

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

79

78

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

79

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

79

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

80

n/a

n/a

n/a

n/a

n/a

84

84p

82

81

81

80

80

79

79

78

78

77

50-64

Women

Springvale

65+


Greater Dandenong

State-wide

Metro

18-34

Dandenong

35-49

Men

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Elderly support services’ be as a responsibility for Council?



Elderly support services importance

65

2019 Elderly support importance (%)


35

43

38

36

36

37

34

29

43

34

29

44

41

50

43

44

46

56

50

46

51

48

49

55

48

45

12

11

15

14

5

11

16

15

8

15

13

8

8

2

2

2

2

1

2

2

3

1

2

3

1

1

1

1

1

1

1

2

1

2

2

1

1

1

1

2



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Elderly support services’ be as a responsibility for Council?


Disadvantaged support services importance

66

2019 Disadvantaged support importance (index scores)


73

75

75

77

74

73

74

74

72

72

70

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

n/a

71

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

74

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

n/a

80

79

78

78

77

77

76

75

74

74q

74

72q

18-34

Women


50-64

Greater Dandenong

Dandenong

65+

Metro

Men

State-wide

Springvale

35-49

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Disadvantaged support services’ be as a responsibility for Council?



Disadvantaged support services importance

67

2019 Disadvantaged support importance (%)


32

28

30

32

27

36

30

28

37

41

24

34

26

45

44

41

42

50

39

48

46

44

39

47

49

49

17

21

22

20

13

21

16

20

15

15

23

12

19

2

3

4

3

4

1

3

3

2

2

3

3

1

1

2

1

1

3

1

2

2

1

1

2

3

2

2

2

2

2

2

2

2

1

5



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Disadvantaged support services’ be as a responsibility for Council?


Recreational facilities importance

68

2019 Recreational facilities importance (index scores)


70

73

69

71

71

73

73

70

70

68

71

69

n/a

n/a

n/a

n/a

n/a

73

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

n/a

n/a

n/a

n/a

74

74

73

73

72

72

72

71

70

69

68

66q

35-49

50-64

Women

65+

Dandenong

Metro

State-wide

Greater Dandenong


Springvale

Men

18-34

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Recreational facilities’ be as a responsibility for Council?



Recreational facilities importance

69

2019 Recreational facilities importance (%)


18

21

23

22

19

16

20

16

21

12

24

23

19

51

43

46

49

46

53

50

48

53

48

50

51

55

26

32

26

26

28

24

26

30

21

33

23

22

19

4

3

4

3

7

6

1

5

3

6

2

3

4

1

1

1

1

1

1

1

1

1

1

1

2

1

3



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Recreational facilities’ be as a responsibility for Council?


The appearance of public areas importance

70

2019 Public areas importance (index scores)


74

79

77

74

75

74

74

72

74

73

72

74

n/a

n/a

n/a

n/a

n/a

n/a

75

n/a

74

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

74

n/a

74

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

74

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

n/a

n/a

76

76

76

74

74

74

74

73

73

72

72

71

Women

50-64

Dandenong

18-34

65+

Greater Dandenong

Metro

Springvale

State-wide


35-49

Men

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘The appearance of public areas’ be as a responsibility for Council?



The appearance of public areas importance

71

2019 Public areas importance (%)


23

28

24

25

28

21

23

20

27

26

22

27

18

50

45

47

48

42

50

56

49

52

45

48

50

60

23

23

25

24

25

27

19

27

20

26

25

20

19

2

4

3

3

5

2

1

4

1

2

5

2

1

1

1

1

1

1

1



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘The appearance of public areas’ be as a responsibility for Council?


Art centres and libraries importance

72

2019 Art centres and libraries importance (index scores)


66

72

67

61

67

67

66

65

68

67

66

63

n/a

n/a

n/a

n/a

67

n/a

n/a

64

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

68

n/a

n/a

66

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

69

n/a

n/a

65

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

66

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

66

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

66

n/a

n/a

n/a

n/a

71

70

70p

69

67

67

66

65

65

65

63

63

50-64

35-49

Women

Springvale

Metro

Dandenong

Greater Dandenong

State-wide


65+

Men

18-34

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Art centres and libraries’ be as a responsibility for Council?



Art centres and libraries importance

73

2019 Art centres and libraries importance (%)


16

16

17

19

18

15

15

15

16

13

22

19

12

44

42

39

41

46

41

45

39

48

37

46

50

47

31

33

33

31

30

31

31

29

33

39

24

26

29

8

7

9

7

5

9

7

12

2

9

7

2

9

1

1

2

1

1

2

1

3

1

1

1

2

1

1

1

1

1

1

1

1

1

2



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Art centres and libraries’ be as a responsibility for Council?


Community and cultural activities importance

74

2019 Community and cultural activities importance (index scores)


67

64

67

64

63

66

64

63

61

61

61

63

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

61

n/a

61

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

62

n/a

62

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

62

n/a

62

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

62

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

62

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

62

n/a

n/a

n/a

65

65

64

64

64

64

63

62

61

61

60q

60

Women

65+

35-49

50-64

Springvale

Dandenong

Greater Dandenong


State-wide

Men

Metro

18-34

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Community and cultural activities’ be as a responsibility for Council?



Community and cultural activities importance

75

2019 Community and cultural activities importance (%)


15

17

12

11

16

14

16

12

18

16

18

13

14

37

34

35

35

40

36

37

39

36

32

37

45

43

32

36

40

41

30

35

31

32

33

34

32

27

34

12

10

10

10

10

11

14

12

12

16

9

14

8

2

1

2

2

4

3

1

5

3

3

1

2

1

1

1

1

1

1



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Community and cultural activities’ be as a responsibility for Council?


Waste management importance

76

2019 Waste management importance (index scores)


85

82

80

84

83

82

82

82

81

81

81

82

n/a

n/a

n/a

n/a

81

n/a

n/a

n/a

n/a

79

n/a

n/a

n/a

n/a

n/a

n/a

82

n/a

n/a

n/a

n/a

80

n/a

n/a

n/a

n/a

n/a

n/a

81

n/a

n/a

n/a

n/a

79

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

79

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

79

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

78

n/a

n/a

87

86p

86

84

83

83

83

82

81

81q

81

80

50-64

Women

Springvale

Dandenong

Metro

65+

Greater Dandenong

35-49

18-34

State-wide


Men

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Waste management’ be as a responsibility for Council?



Waste management importance

77

2019 Waste management importance (%)


43

44

41

46

47

38

46

38

49

37

42

55

45

47

41

44

43

48

47

46

47

47

51

46

36

47

9

14

13

10

5

13

7

13

5

12

9

9

5

1

1

1

1

1

1

2

2

2

1

1



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Waste management’ be as a responsibility for Council?


Business and community development and tourism

importance

78

2019 Business/development/tourism importance (index scores)


66

66

64

68

62

63

65

66

65

65

63

59

n/a

67

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

60

n/a

67

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

60

n/a

67

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

59

n/a

67

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

67

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

66

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

67

65

65

65

64

63

63

63

62

62

60

57q

50-64

State-wide

Women

Dandenong

65+


Greater Dandenong

35-49

18-34

Men

Springvale

Metro

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Business and community development and tourism’ be as a responsibility for Council?



Business and community development and tourism

importance

79

2019 Business/development/tourism importance (%)


14

16

19

11

14

13

15

12

16

14

13

16

14

37

36

36

29

36

38

37

36

39

38

36

40

37

33

36

32

39

29

36

33

36

31

31

40

33

31

10

8

9

16

16

10

8

14

7

15

8

8

7

2

2

2

4

4

1

1

1

2

1

1

4

3

2

1

2

2

2

5

2

4

2

3

8



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Business and community development and tourism’ be as a responsibility for Council?


Environmental sustainability importance

80

2019 Environmental sustainability importance (index scores)


77

76

75

74

80

76

74

77

73

74

73

73

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

74

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

74

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

73

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

72

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

71

n/a

n/a

n/a

80

80

79

78

78

77

75

74

74q

74

74

73

Women

18-34

Springvale


35-49

Greater Dandenong

Metro

Dandenong

State-wide

Men

65+

50-64

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Environmental sustainability’ be as a responsibility for Council?



Environmental sustainability importance

81

2019 Environmental sustainability importance (%)


35

31

33

35

41

39

29

33

38

42

35

28

29

42

43

39

38

36

40

49

40

45

37

46

43

46

16

21

21

19

20

17

13

19

13

18

13

18

15

4

3

5

5

2

3

5

6

2

2

2

8

4

1

1

2

2

1

3

2

1

2

1

3

1

1

1

1

1

1

2

2

1

1

3



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Environmental sustainability’ be as a responsibility for Council?


Emergency and disaster management importance

82

2019 Emergency and disaster management importance (index scores)


86

83

85

84

85

84

85

83

81

81

82

80

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

80

n/a

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

80

n/a

76

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

80

n/a

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

80

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

80

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

80

n/a

n/a

88p

86

85

85

84

84

83

82

82

81q

80q

79q

Women

50-64

Dandenong

18-34


Greater Dandenong

35-49

65+

Springvale

State-wide

Men

Metro

2018 2017 2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘Emergency and disaster management’ be as a responsibility for Council?



Emergency and disaster management importance

83

2019 Emergency and disaster management importance (%)


51

51

47

43

45

52

52

44

58

53

50

56

44

35

34

35

36

36

34

35

38

32

34

33

32

39

9

10

13

15

11

11

7

13

6

9

13

7

7

3

3

3

4

4

2

2

4

1

2

2

3

3

1

1

1

1

2

2

2

1

2

3

1

3

1

3

1

1

2

5



State-wide

Metro

Springvale


Dandenong

Men

Women

18-34

35-49

50-64

65+



Q1. Firstly, how important should ‘Emergency and disaster management’ be as a responsibility for Council?


Detailed

demographics

84

Gender and age profile

85

2019 gender


2019 age

Men51%

Women49%

Greater Dandenong

10%

27%

25%

14%

24%

Greater Dandenong

18-24 25-34 35-49 50-64 65+

Men49%

Women51%

Metro

Men49%

Women51%

State-wide

10%

25%

25%

16%

24%

Metro

18-24 25-34 35-49 50-64 65+

8%

18%

23%21%

30%

State-wide

18-24 25-34 35-49 50-64 65+

S3. [Record gender] / S4. To which of the following age groups do you belong?


Please note that for the reason of simplifying reporting, interlocking age and gender reporting has not been included in this report.

Interlocking age and gender analysis is still available in the dashboard and data tables provided alongside this report.

Languages spoken at home

86

2019 languages spoken at home (%)


Languages other than English

47%English only

53%

4

3

3

3

2

2

1

1

1

1

<1

<1

<1

<1

<1

25

CHINESE

HINDI

ITALIAN

VIETNAMESE

ARABIC

GREEK

CROATIAN

FRENCH

RUSSIAN

SPANISH

DUTCH

GERMAN

HUNGARIAN

JAPANESE

KOREAN

OTHER

Q11. What languages, other than English, are spoken regularly in your home?


Note: Respondents could name multiple languages so responses may add to more than 100%

Country of birth

87

2019 country of birth (%)


Countries other than Australia

54%

Australia46%

9

3

2

1

1

1

INDIA

NEW ZEALAND

UNITED KINGDOM

CHINA

GERMANY

GREECE

Q12. Could you please tell me which country you were born in?


- Top mentions only -

Appendix A:

Index scores,

margins of error

and significant

differences

88

Index Scores

Many questions ask respondents to rate council

performance on a five-point scale, for example, from

‘very good’ to ‘very poor’, with ‘can’t say’ also a

possible response category. To facilitate ease of

reporting and comparison of results over time, starting

from the 2012 survey and measured against the state-

wide result and the council group, an ‘Index Score’ has

been calculated for such measures.

The Index Score is calculated and represented as a

score out of 100 (on a 0 to 100 scale), with ‘can’t say’

responses excluded from the analysis. The ‘%

RESULT’ for each scale category is multiplied by the

‘INDEX FACTOR’. This produces an ‘INDEX VALUE’

for each category, which are then summed to produce

the ‘INDEX SCORE’, equating to ‘60’ in the following

example.

Similarly, an Index Score has been calculated for the

Core question ‘Performance direction in the last 12

months’, based on the following scale for each

performance measure category, with ‘Can’t say’

responses excluded from the calculation.

Appendix A:

Index Scores

SCALE

CATEGORIES% RESULT

INDEX

FACTORINDEX VALUE

Very good 9% 100 9

Good 40% 75 30

Average 37% 50 19

Poor 9% 25 2

Very poor 4% 0 0

Can’t say 1% --INDEX SCORE

60


89

SCALE

CATEGORIES% RESULT

INDEX

FACTORINDEX VALUE

Improved 36% 100 36

Stayed the

same40% 50 20

Deteriorated 23% 0 0

Can’t say 1% --INDEX SCORE

56

Demographic

Actual

survey

sample

size

Weighted

base

Maximum margin

of error at 95%

confidence

interval

Greater

Dandenong City

Council400 400 +/-4.9

Men182 205 +/-7.3

Women218 195 +/-6.6

Springvale75 79 +/-11.4

Noble Park and

Keysborough 165 166 +/-7.6

Dandenong160 155 +/-7.8

18-34 years84 148 +/-10.8

35-49 years87 99 +/-10.6

50-64 years84 58 +/-10.8

65+ years145 95 +/-8.2

The sample size for the 2019 State-wide Local

Government Community Satisfaction Survey for

Greater Dandenong City Council was n=400. Unless

otherwise noted, this is the total sample base for all

reported charts and tables.

The maximum margin of error on a sample of

approximately n=400 interviews is +/-4.9% at the 95%

confidence level for results around 50%. Margins of

error will be larger for any sub-samples. As an

example, a result of 50% can be read confidently as

falling midway in the range 45.1% - 54.9%.

Maximum margins of error are listed in the table below,

based on a population of 128,000 people aged 18

years or over for Greater Dandenong City Council,

according to ABS estimates.

Appendix A:

Margins of error


90

Within tables and index score charts throughout this

report, statistically significant differences at the 95%

confidence level are represented by upward directing

green () and downward directing red arrows ().

Significance when noted indicates a significantly higher

or lower result for the analysis group in comparison to

the ‘Total’ result for the council for that survey question

for that year. Therefore in the example below:

• The state-wide result is significantly higher than

the overall result for the council.

• The result among 50-64 year olds is significantly

lower than for the overall result for the council.

Further, results shown in green and red indicate

significantly higher or lower results than in 2018.

Therefore in the example below:

• The result among 35-49 year olds in the council is

significantly higher than the result achieved among

this group in 2018.

• The result among 18-34 year olds in the council is

significantly lower than the result achieved among

this group in 2018.

Appendix A:

Significant difference reporting notation

Overall Performance – Index Scores

(example extract only)


91

54

57

58

60

67

66

50-64

35-49

Metro

Greater Dandenong

18-34

State-wide

The test applied to the Indexes was an Independent

Mean Test, as follows:

Z Score = ($1 - $2) / Sqrt (($5^2 / $3) + ($6^2 / $4))

Where:

• $1 = Index Score 1

• $2 = Index Score 2

• $3 = unweighted sample count 1

• $4 = unweighted sample count 2

• $5 = standard deviation 1

• $6 = standard deviation 2

All figures can be sourced from the detailed cross

tabulations.

The test was applied at the 95% confidence interval, so

if the Z Score was greater than +/- 1.954 the scores are

significantly different.

Appendix A:

Index score significant difference calculation


92

Appendix B:

Further project

information

93

Further information about the report and explanations

about the State-wide Local Government Community

Satisfaction Survey can be found in this section

including:

• Survey methodology and sampling

• Analysis and reporting

• Glossary of terms

Detailed survey tabulations

Detailed survey tabulations are available in supplied

Excel file.

Contacts

For further queries about the conduct and reporting of

the 2019 State-wide Local Government Community

Satisfaction Survey, please contact JWS Research on

(03) 8685 8555 or via email:

[email protected]

Appendix B:

Further information

94


mailto:[email protected]

The 2019 results are compared with previous years, as

detailed below:

• 2019, n=400 completed interviews, conducted in the period

of 1st February – 30th March.










of 31st January – 11th March.



Minimum quotas of gender within age groups were

applied during the fieldwork phase. Post-survey

weighting was then conducted to ensure accurate

representation of the age and gender profile of the

Greater Dandenong City Council area.

Any variation of +/-1% between individual results and

net scores in this report or the detailed survey

tabulations is due to rounding. In reporting, ‘—’ denotes

not mentioned and ‘0%’ denotes mentioned by less

than 1% of respondents. ‘Net’ scores refer to two or

more response categories being combined into one

category for simplicity of reporting.

This survey was conducted by Computer Assisted

Telephone Interviewing (CATI) as a representative

random probability survey of residents aged 18+ years

in Greater Dandenong City Council.

Survey sample matched to the demographic profile of

Greater Dandenong City Council as determined by the

most recent ABS population estimates was purchased

from an accredited supplier of publicly available phone

records, including up to 40% mobile phone numbers to

cater to the diversity of residents within Greater

Dandenong City Council, particularly younger people.

A total of n=400 completed interviews were achieved in

Greater Dandenong City Council. Survey fieldwork was

conducted in the period of 1st February – 30th March,

2019.

Appendix B:

Survey methodology and sampling

95


All participating councils are listed in the State-wide

report published on the DELWP website. In 2019, 63 of

the 79 Councils throughout Victoria participated in this

survey. For consistency of analysis and reporting

across all projects, Local Government Victoria has

aligned its presentation of data to use standard council

groupings. Accordingly, the council reports for the

community satisfaction survey provide analysis using

these standard council groupings. Please note that

councils participating across 2012-2019 vary slightly.

Council Groups

Greater Dandenong City Council is classified as a

Metropolitan council according to the following

classification list:

Metropolitan, Interface, Regional Centres, Large Rural

& Small Rural

Councils participating in the Metropolitan group are:

Banyule, Boroondara, Brimbank, Glen Eira, Greater

Dandenong, Frankston, Kingston, Knox, Manningham,

Maroondah, Melbourne, Port Phillip, Stonnington and

Whitehorse.

Wherever appropriate, results for Greater Dandenong

City Council for this 2019 State-wide Local Government

Community Satisfaction Survey have been compared

against other participating councils in the Metropolitan

group and on a state-wide basis. Please note that

council groupings changed for 2015, and as such

comparisons to council group results before that time

can not be made within the reported charts.

Appendix B:

Analysis and reporting


96

2012 survey revision

The survey was revised in 2012. As a result:

• The survey is now conducted as a representative

random probability survey of residents aged 18 years

or over in local councils, whereas previously it was

conducted as a ‘head of household’ survey.

• As part of the change to a representative resident

survey, results are now weighted post survey to the

known population distribution of Greater Dandenong

City Council according to the most recently available

Australian Bureau of Statistics population estimates,

whereas the results were previously not weighted.

• The service responsibility area performance

measures have changed significantly and the rating

scale used to assess performance has also

changed.

As such, the results of the 2012 State-wide Local

Government Community Satisfaction Survey should be

considered as a benchmark. Please note that

comparisons should not be made with the State-wide

Local Government Community Satisfaction Survey

results from 2011 and prior due to the methodological

and sampling changes. Comparisons in the period

2012-2019 have been made throughout this report as

appropriate.

Appendix B:


97


Core, optional and tailored questions

Over and above necessary geographic and

demographic questions required to ensure sample

representativeness, a base set of questions for the

2019 State-wide Local Government Community

Satisfaction Survey was designated as ‘Core’ and

therefore compulsory inclusions for all participating

Councils.

These core questions comprised:

• Overall performance last 12 months (Overall

performance)

• Lobbying on behalf of community (Advocacy)

• Community consultation and engagement

(Consultation)

• Decisions made in the interest of the community

(Making community decisions)

• Condition of sealed local roads (Sealed local roads)

• Contact in last 12 months (Contact)

• Rating of contact (Customer service)

• Overall council direction last 12 months (Council

direction)

Reporting of results for these core questions can

always be compared against other participating

councils in the council group and against all

participating councils state-wide. Alternatively, some

questions in the 2019 State-wide Local Government

Community Satisfaction Survey were optional. Councils

also had the ability to ask tailored questions specific

only to their council.

Appendix B:



98

Reporting

Every council that participated in the 2019 State-wide

Local Government Community Satisfaction Survey

receives a customised report. In addition, the state

government is supplied with a state-wide summary

report of the aggregate results of ‘Core’ and ‘Optional’

questions asked across all council areas surveyed.

Tailored questions commissioned by individual councils

are reported only to the commissioning council and not

otherwise shared unless by express written approval of

the commissioning council.

The overall State-wide Local Government Community

Satisfaction Report is available at

http://www.delwp.vic.gov.au/local-

government/strengthening-councils/council-community-

satisfaction-survey.

Appendix B:



99

http://www.delwp.vic.gov.au/local-government/strengthening-councils/council-community-satisfaction-survey

Core questions: Compulsory inclusion questions for all

councils participating in the CSS.

CSS: 2019 Victorian Local Government Community

Satisfaction Survey.

Council group: One of five classified groups,

comprising: metropolitan, interface, regional centres,

large rural and small rural.

Council group average: The average result for all

participating councils in the council group.

Highest / lowest: The result described is the highest or

lowest result across a particular demographic sub-

group e.g. men, for the specific question being

reported. Reference to the result for a demographic

sub-group being the highest or lowest does not imply

that it is significantly higher or lower, unless this is

specifically mentioned.

Index score: A score calculated and represented as a

score out of 100 (on a 0 to 100 scale). This score is

sometimes reported as a figure in brackets next to the

category being described, e.g. men 50+ (60).

Optional questions: Questions which councils had an

option to include or not.

Percentages: Also referred to as ‘detailed results’,

meaning the proportion of responses, expressed as a

percentage.

Sample: The number of completed interviews, e.g. for

a council or within a demographic sub-group.

Significantly higher / lower: The result described is

significantly higher or lower than the comparison result

based on a statistical significance test at the 95%

confidence limit. If the result referenced is statistically

higher or lower then this will be specifically mentioned,

however not all significantly higher or lower results are

referenced in summary reporting.

Statewide average: The average result for all

participating councils in the State.

Tailored questions: Individual questions tailored by

and only reported to the commissioning council.

Weighting: Weighting factors are applied to the sample

for each council based on available age and gender

proportions from ABS census information to ensure

reported results are proportionate to the actual

population of the council, rather than the achieved

survey sample.

Appendix B:

Glossary of terms


100

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