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Citizen Satisfaction With City Services Reaches Highest Level Reported Since Annual Survey Began Four Years Ago
The City's fourth annual Citizen Satisfaction Survey, showed the highest level of satisfaction in the history of the survey. Overall satisfaction with City services reached 63%, a dramatic increase from 41% satisfaction in FY97. Additionally, resident satisfaction increased for nine of ten major City services rated in FY00. Resident satisfaction with all nine of these services was also the highest reported in the four years that the survey has been conducted.
The survey asked citizens to evaluate the overall performance of the City and its major public services, such as police and fire protection, trash removal, parks and recreation, and Free Library services. Citizens are also asked specific follow-up questions to identify areas where the City can improve its services. City agency heads use the results of the Survey to assess their agency's performance and identify initiatives to better serve the public. The increasing level of satisfaction expressed by City residents in FY00 reflects improvements produced in reaction to the feedback from previous surveys.
Mayor Street said, "The increases in citizen satisfaction demonstrates that the City continues to improve service delivery and implement new programs within a financially sound budget."
The Police Department provides a good example of how increased service has led to improved satisfaction levels. The department has increased the number of on-street police officers from 5,444 in FY97 to 5,916 in FY2000 and has implemented several targeted programs to prevent and reduce crime. Partially as a result of these efforts, the number of major crimes dropped by over 8,700 from FY99 to FY2000. Correspondingly, the percentage of residents satisfied with police protection in their neighborhood increased significantly in FY00 from 50% to 58%, the highest level reported in the four years of the Citizen Survey. The percentage of respondents agreeing that police visibly patrol their neighborhood also increased, to 62%, the highest level reported in the history of the Citizen Survey.
Other highlights of the Citizen Satisfaction Survey, and related departmental service efforts and accomplishments, include:
A total of 83% of respondents were satisfied with fire protection, the highest level reported in the four years of the survey. The number of structural and non-structural fires has been declining annually, with a 14% drop in structural fires in FY00. This drop can be partially attributed to the success of fire prevention and education efforts such as the distribution of free fire detectors to homes in high-risk areas.
Mayor Street's 40-day initiative to remove abandoned vehicles more than doubled the number of vehicles removed in FY00 compared to FY99. A total of 83% of survey respondents were satisfied with the City's efforts in this regard.
The percentage of respondents satisfied with library services in their neighborhood increased significantly to 75% from 69.5% in FY99, as the renovation program for branch libraries neared completion. Total Free Library system hours increased in FY00 due to the re-opening of renovated, upgraded library facilities as well as an expansion in standard hours of operation.
A majority of citizens surveyed, 67%, were satisfied with trash collection as the Streets Department continued to meet its on-time collection rate goal of at least 94%.
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