presentation prepared by: the city of winnipeg, financial...

2011 Citizen SurveySurvey conducted by Market Dimensions

Presentation prepared by:The City of Winnipeg,

Financial Planning & Review

Citizen’s Perspective

Survey MethodConducted by Market DimensionsMarket Dimensions (2009 & 2010), Telelink (2007), Kisquared(2004), acumen research in 2003, Prairie Research Associates in 2001 and 2002)

A random telephone survey600 Winnipeggers surveyed between June 19 and July 2, 2011.Results in a margin of error of ±4.0%, 19 times out of 20. (1,600 people in 2001, 2002, 2003 & 2004 with corresponding error of ±2.4%) No survey conducted in 2008.

Data used in presentation are based on people who answered the survey question.(excludes “don’t know / refused responses”)

2

Quality of Life

In 2011,

96% of Winnipeggers believe that the quality of life in Winnipeg is very good or good.

Highest showing since we have been polling (2000 to 2011).

Winnipeggers are very positive about their city.

2002 2003 2004 2007 2009 2010 2011 poor 2% 2% 2% 3% 1% 2% 0%only fair 11% 14% 16% 6% 8% 7% 4%good 55% 53% 53% 63% 68% 68% 63%very good 32% 30% 29% 28% 23% 25% 33%

0%

20%

40%

60%

80%

100%

How would you rate the quality of life in Winnipeg?

3

Actions to Improve Quality of Life 2009-2011

Groupings 2009 2010 2011Crime/Policing 18.1% 30.2% 47.2%

Roads / Infrastructure 32.7% 11.5% 21.8%

Transit 8.1% 11.3% 7.1%

Downtown Renewal 3.5% 6.7% 5.2%

Bicycle & Walking Trails 3.2% 5.7% 3.4%

Poverty 2.2% 1.0% 3.2%

Cleaner City 0.4% 0.6% 1.5%

More things to do 4.8% 0.5% 1.5%

City Beautification 1.2% 0.5% 1.5%

Housing 1.5% 1.0% 1.0%

Taxation 2.8% 2.2% 1.0%

City Planning 1.3% 0.8% 1.0%

Recycling/Environment 0.8% 1.7% 0.7%

Insect Control 0.7% 1.2% 0.5%

Economy 2.5% 2.0% 0.2%

Healthcare 1.2% 0.7% 0%

Other 4.8% 4.8% 3.9%

4

Quality of Life Statements

strongly agree & somewhat agree

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

20% 2002

17% 2003

23% 2004

18% 2010

15% 2011

71% 2002

73% 2003

78% 2004

68% 2010

71% 2011

strongly agree somewhat agree

I feel safe walking alone at night in my neighbourhood

I feel safe walking alone at night in the downtown

5

Quality of Life Statementsstrongly agree & somewhat agree

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

85% 201088% 2011

73% 200266% 200373% 200477% 201073% 2011

54% 200249% 200354% 200487% 201062% 2011

83% 200283% 200383% 200488% 201083% 2011

strongly agree somewhat agree

It is easy to get around in Winnipeg by car

It is easy to get around in Winnipeg by bicycle

It is easy to get around in Winnipeg by transit

It is easy to get around in Winnipeg by walking

6

Actions to Improve Quality of Life

Citizens were asked: “What actions do you think the City of Winnipeg could take to improve life in the city?”

The table to the right are the suggested actions.

Groupings Detail of Responses # ofresponses

% of people

surveyedIncrease police presence 123 30.1%

47.2% Crime/Policing Reduce crime/improve law enforcement 30 7.3% Reduce gang/youth crimes 21 5.1%

Improve justice system 19 4.6% 21.8% Roads / Infrastructure Fix roads and streets 64 15.6%

Build / fix / improve City infrastructure 14 3.4% Improve street lighting 4 1.0%

Improve maintenance of parks & recreation facilities 7 1.7% 7.1% Transit Rapid Transit / Improve public transit 29 7.1% 5.2% Downtown Renewal Develop/improve downtown 17 4.2%

Clean up downtown 4 1.0% 3.4% Bicycle & Walking Trails Provide/improve bicycle and walking trails 14 3.4% 3.2% Poverty Help the homeless 13 3.2% 1.5% City Beautification Cleaner city 6 1.5% 1.5% More things to do More recreational programming 6 1.5% 1.0% Housing Develop affordable housing 6 1.5% 1.0% Taxation Lower property taxes 4 1.0% 1.0% City Planning Improve city planning 4 1.0% 0.7% Recycling/Environment Improve garbage collection 3 0.7% 0.5% Insect Control Provide better insect control 2 0.5% 0.2% Economy Create employment and industry 1 0.2% 3.9% Other miscellaneous other suggestions 16 3.9%

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Actions to Improve Quality of Life 2009-2011

Groupings 2009 2010 2011Crime/Policing 18.1% 30.2% 47.2%

Roads / Infrastructure 32.7% 11.5% 21.8%

Transit 8.1% 11.3% 7.1%

Downtown Renewal 3.5% 6.7% 5.2%

Bicycle & Walking Trails 3.2% 5.7% 3.4%

Poverty 2.2% 1.0% 3.2%

Cleaner City 0.4% 0.6% 1.5%

More things to do 4.8% 0.5% 1.5%

City Beautification 1.2% 0.5% 1.5%

Housing 1.5% 1.0% 1.0%

Taxation 2.8% 2.2% 1.0%

City Planning 1.3% 0.8% 1.0%

Recycling/Environment 0.8% 1.7% 0.7%

Insect Control 0.7% 1.2% 0.5%

Economy 2.5% 2.0% 0.2%

Healthcare 1.2% 0.7% 0%

Other 4.8% 4.8% 3.9%

8

City Services:Citizen Satisfaction

9

Citizen overall satisfaction with City services:

Overall satisfaction has increased to 94% in 2011.

Highest showing since we have been polling (2000 to 2011).

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

2002

2003

2004

2007

2009

2010

2011

2002 2003 2004 2007 2009 2010 2011very sat 22% 20% 26% 24% 21% 28% 15%smwt sat 69% 68% 63% 64% 66% 62% 79%smwt dissat 8% 10% 10% 10% 8% 7% 5%very dissat 1% 2% 2% 2% 5% 3% 1%

In general, how satisfied are you with the services provided by the City of Winnipeg?

10

Importance of Service AreasQuestion:

Please rank the following group of servicesin order of importance:1= least important, 5= most important

Service Area Importance(weighted)

% of PeopleRanked 4 and 5

Public Safety(Fire Paramedic, Police)

4.2 80%

Infrastructure(Roads, Water)

3.8 67%

Property & Development(Land use planning)

3.5 52%

Community Services(Libraries, Recreation)

3.3 43%

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Citizen Satisfaction - 2011

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

Enforcement of residential property standards 97%

Regulating building & Property dev. 97%

Efforts in preserving heritage bldgs 97%

Efforts in attracting businesses & major events 98%

Efforts in restaurant health standards 98%

Support for arts,entertainment,culture 98%

Condition of major parks 98%

Libraries 98%

Fire Service efforts in fire and safety education 98%

Fire protection 98%

Disaster planning and response 99%

very sat smwt sat smwt dissat very dissatvery satisfied & satisfied

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

Insect Control 91%

Public Transit 91%

Animal control 92%

Condition of local parks 92%

Support to improve inner city housing 93%

Police Service Response to 911 calls 93%

Garbage Collection 93%

Recreation Programs 95%

Quality of the drinking water 95%

Emergency medical response 96%

Protection from river flooding 96%


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0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Condition of Major streets 64%

Condition of Residential streets 72%

Traffic flow management: rush hour 80%

Snow removal 87%

Police Service efforts in Crime Control 87%

311 Contact Centre 87%

Managing on-street parking 89%

Community planning 89%

Efforts to keep city clean & beautiful 90%

Recycling Program 90%

Downtown renewal 91%


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User Satisfaction(includes only actual users of the service)

Service/Amenity 2004 2007 2009 2010 2011

Condition of recreation facilities 71.1% 66.8% 74.2% 80.3% 94.5%

Recreation programs 79.0% 78.9% 79.2% 88.4% 92.9%

Condition of the local park 86.4% 86.4% 84.4% 89.4% 90.5%

Condition of major parks 95.2% 91.5% 88.4% 94.5% 97.7%

City Transit 76.2% 71.8% 73.5% 82.9% 86.4%

Emergency medical response 91.6% 95.1% 83.8% 99.3% 91.5%

Police service responses to 911 calls N/A 50.5% 79.8% 79.0% 80.4%

Regulating building & property development 72.9% 46.2% 70.6% 70.0% 85.7%

Libraries 86.4% 92.6% 91.6% 96.1% 96.6%

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Trends: Citizen Satisfaction

98%

99%

98%

98%

96%

98%

98%

Support arts, entertainment,culture

Disaster planning & repsonse

Condition of major parks

Libraries

Emergency medical response

Fire Service efforts in fire &safety education

Fire protection

very satisfied & somewhat satisfied responses

2011

2010

2009

2007

2004

16


98%

92%

95%

93%

92%

96%

87%

95%

Efforts in restaurant healthstandards

Animal Control

Recreation programs

Police Service response to 911calls

Condition of local parks

Protection from river flooding

Snow removal

Quality of drinking water


2011

2010

2009

2007

2004

17


91%

90%

98%

93%

90%

91%

97%

Insect control

Efforts to keep city clean &beautiful

Efforts attracting business& major events

Garbage Collection

Recycling Program

Public Transit

Efforts in preservingheritage bldgs


2011

2010

2009

2007

2004

18


89%

91%

87%

95%

91%

96%

97%

Community planning

Downtown renewal

Police services efforts incrime control

Protection from sewer back-up

Sufficient Enforcement oftraffic laws

Condition of recreationfacilities

Regulating building &property development


2011

2010

2009

2007

2004

19


64%

72%

80%

93%

Condition of major streets

Condition of residential streets

Management of rush hourtraffic flow

Support for improving innercity housing


2011

2010

2009

2007

2004

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Value for Tax Dollar

In 2011, 86% of Winnipeggers believe there is good to very good value in their municipal tax dollar, an increase from 2004 when it was 72%. 2004 2007 2009 2010 2011

very poor 4% 4% 4% 4% 2%poor 23% 18% 19% 16% 12%good 65% 71% 69% 68% 80%very good 7% 7% 8% 12% 6%

0%

20%

40%

60%

80%

100%

21

Property Tax: Increase or Decrease?

38%46%50%50%52%55%

48%44%35%36%

36%34%

14%10%

15%15%12%11%

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

200020012002200320042011

Which statement best describes your view?

An increase in property taxes equal to inflation is acceptable in order to ensurethat service levels remain the same

Property taxes should not increase at all even though there may be someimpact on services

Property taxes should be reduced even if it means reducing levels of services

22

Customer Service

23

Contact with City Staff

4%

3%

7%

86%

mail

in person

e-mail

telephone

Of those who had contact, the method used was...

2011

2010

2009

2007

2003

Telephone was by far the primary method of contact.

24

Customer Service

Of those who contacted the City of Winnipeg rated their experience as…

Very satisfied

Somewhat satisfied

Somewhat dissatisfied

Very dissatisfied

2011 22% 42% 15% 21%

2010 30% 49% 4% 17%

2009 22% 48% 15% 14%

2007 30% 38% 19% 13%

In 2011, 64% of Winnipeggers who had contacted the City in the past year, rated their experiences as satisfied, a decrease from 79% in 2010.

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Customer Service

strongly agree & somewhat satisfied

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

53% 2004

67% 2009

65% 2010

53% 2011

58% 2004

70% 2009

62% 2010

60% 2011

72% 2004

78% 2009

70% 2010

73% 2011

87% 2004

88% 2009

90% 2010

88% 2011

strongly agree somewhat agree smwt disagree strongly disagree

City staff are courteous, helpful and knowledgeable

The quality of service from the City is consistently high

The City responds quickly to requests and concerns

City staff are easy to get a hold of when I need them

Question: Thinking about your personal dealings with the City of Winnipeg and your general Impressions…

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Improvements Customer ServiceCitizens were asked:“How could the City’s customer service be improved?”

Groupings Detail of Responses # ofresponses

% of people

surveyed

16.9% Improvements relating to staffing levels More people on staff / more timely responses 53 12.3%

Answer phones right away / less hold time 20 4.6%

7.4% Improvements relating to systems Should have direct access to departments 15 3.5%

Improve 311 5 1.2%

311 not working / get rid of 311 12 2.8%

3.7% Improvements relating to staff contact Staff should be more knowledgeable about services 6 1.4%

Should listen / show an interest in wanting to help 10 2.3%

1.9% OK / Satisfied OK / Satisfied 8 1.9%

2.8% Other Other 12 2.8%

84.2% No suggestions No suggestions / don't know 363 84.2%

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Improvements Customer ServiceCitizens were asked:“How could the City’s customer service be improved?”

Groupings 2007 2009 2010 2011Improvements relating to systems 20.4% 7.5% 8.1% 7.4%Improvements relating to staffing levels 13.8% 5.1% 7.5% 16.9%Improvements relating to staff contact 23.8% 11.9% 9.8% 3.7%Increase hours of operation 3.9% 0.3% 0.7% 0.0%OK / Satisfied 0.0% 0.5% 0.7% 1.9%Other n/a 4.0% 3.2% 2.8%No suggestions 40.7% 70.6% 70.0% 84.2%

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presentation prepared by: the city of winnipeg, financial...

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