City of Revelstoke 2013 Cutomer Service Survey

AgendaItem#9i.
City of Revelstoke 2013 Customer Satisfaction Survey Data Report

216 Mackenzie Avenue P.O. Box 170 Revelstoke, British Columbia, V0E 2S0 Telephone: (250) 837-2911 Email: admin@revelstoke.ca Website: revelstoke.ca November 29, 2013
2013 Community Survey Results
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AgendaItem#9i.
City of Revelstoke
2013 Customer Satisfaction Survey
Table of Contents
LIST OF FIGURES LIST OF TABLES VISION STATEMENT MISSION STATEMENT 2013 COUNCIL OBJECTIVES EXECUTIVE SUMMARY BACKGROUND
Objectives Methodology
3 4 5 5 6 7 10
10 10
PART C DOGS, DOGS, DOGS

Outdoor Farmers Market
26
26
PART D SERVICE REDUCTIONS / ENHANCEMENTS
28
City Council is considering reducing services to reduce debt, lower taxes and build reserves 28
PART E CUSTOMER SERVICE

Overall Satisfaction Customer Service
33
33
PART F DEMOGRAPHICS
Residency Status City Area Age Gender Employment Status
34
34 34 35 35 36 36
PART A USED CITY SERVICES

I have used these City Services in the past year
12
12
PART B LEVEL OF SATISFACTION WITH SERVICES

City Hall Finance & Administration
13
13
Additional Comments
PART G SURVEY
Survey Rollout
37
37
Community Economic Development Tourism, business, development, public art etc. 15 Development Services Engineering, Planning and Building 17 Fire Rescue Services Parks, Recreation and Culture Public Works 19 21 23
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City of Revelstoke
List of Figures
FIGURE 1 - USED CITY SERVICES .............................. 12 FIGURE 2 - PROPERTY TAXES .................................... 13 FIGURE 3 UTILITIES ................................................ 13 FIGURE 4 DOG LICENCING ...................................... 13 FIGURE 5 - ACCOUNTS PAYABLE ................................ 13 FIGURE 6 - MAYOR'S OFFICE ..................................... 13 FIGURE 7 CEMETERY SERVICES.............................. 13 FIGURE 8 CITY HALL FINANCE & ADMINISTRATION OVERALL EXPERIENCE ..................................... 14 FIGURE 9 - ADVICE TO BUSINESS ............................... 15 FIGURE 10 - SUPPORT FOR COMMUNITY DEVELOPMENT ....................................................................... 15 FIGURE 11 - SECURING FUNDS FOR COMMUNITY PROJECTS ....................................................... 15 FIGURE 12 - COMMUNITY ECONOMIC DEVELOPMENT OVERALL EXPERIENCE ..................................... 16 FIGURE 13 - BUSINESS LICENCING ............................. 17 FIGURE 14 - BUILDING PERMITS................................. 17 FIGURE 15 - ENGINEERING SERVICES ........................ 17 FIGURE 16 - DEVELOPMENT PERMITS ........................ 17 FIGURE 17- SIGN PERMITS ........................................ 17 FIGURE 18 - LONG TERM PLANNING ........................... 17 FIGURE 19 - DEVELOPMENT SERVICES OVERALL EXPERIENCE .................................................... 18 FIGURE 20 - FIRE CALLS ........................................... 19 FIGURE 21 - FIRST RESPONDER NON-FIRE CALLS ....... 19 FIGURE 22 - FIRE SAFETY PROGRAMS ....................... 19 FIGURE 23 - PUBLIC EDUCATION................................ 19 FIGURE 24 - FIRE RESCUE SERVICES OVERALL EXPERIENCE .................................................... 20 FIGURE 25 - AQUATIC CENTRE .................................. 21 FIGURE 26 ARENA.................................................. 21 FIGURE 27 - COMMUNITY PARKS ............................... 21 FIGURE 28 - COMMUNITY CENTRE ............................. 21 FIGURE 29 - SUPPORT TO CULTURAL ORGANIZATIONS 21 FIGURE 30 - MUSEUMS ............................................. 21 FIGURE 31 - PARKS, RECREATION AND CULTURE OVERALL EXPERIENCE ..................................... 22 FIGURE 32 GARBAGE COLLECTION ........................... 23 FIGURE 33 - MAINTENANCE OF ROADWAYS ............... 23 FIGURE 34 - STREET LIGHT MAINTENANCE ................ 23 FIGURE 35 - SNOW AND ICE REMOVAL ...................... 23 FIGURE 36 - W ATER AND W ATER TREATMENT PLANT. 23 FIGURE 37 - SEWER AND SEWER TREATMENT PLANT SERVICE ......................................................... 23 FIGURE 38 - RECYCLING COLLECTION ....................... 24 FIGURE 39 - MAINTENANCE OF SIDEWALKS ............... 24 FIGURE 40 - PUBLIC W ORKS OVERALL EXPERIENCE .. 24 FIGURE 41 - DOGS OUTDOOR FARMER'S MARKET ..... 26 FIGURE 42 - DOGS DOWNTOWN AREA....................... 26 FIGURE 43 - DOGS PUBLIC EVENTS........................... 26 FIGURE 44 - TREE REPLACEMENT ............................. 28 FIGURE 45 - PARKING ENFORCMENT ......................... 28 FIGURE 46 - CLEANING SNOW INFRONT OF RESIDENTIAL DRIVEWAYS ..................................................... 28 FIGURE 47 - SOCIAL SECTOR COORDINATOR............. 28 FIGURE 48 - SWIMMING POOL HOURS ....................... 29 FIGURE 49 - DOWNTOWN FLOWER BASKETS............. 29 FIGURE 50 - STREET CLEANING ................................ 29 FIGURE 51 - RECYCLING PICK-UP ............................. 29 FIGURE 52 - FIRST RESPONDER ................................ 30 FIGURE 53 - CITY HALL HOURS ................................. 30 FIGURE 54 - ANIMAL CONTROL ................................. 30 FIGURE 55 - ARENA .................................................. 30 FIGURE 56 - BYLAW ENFORCEMENT .......................... 31 FIGURE 57 - OVERALL SATISFACTION ........................ 33
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City of Revelstoke
List of Tables
TABLE 1 - RESIDENCY STATUS................................... 34 TABLE 2 - CITY AREA ................................................ 34 TABLE 3 - AGE .......................................................... 35 TABLE 4 - GENDER .................................................... 35 TABLE 5 - EMPLOYMENT STATUS............................... 36 TABLE 6 - HOW CONTACTED FOR THIS SURVEY .......... 37
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City of Revelstoke
Vision Statement
Revelstoke will be a leader in achieving a sustainable community by balancing environmental, social and economic values within a local, regional and global context. Building on its rich heritage and natural beauty, this historic mountain community will pursue quality and excellence. Revelstoke will be seen as vibrant, healthy, clean, hospitable, resilient and forward thinking. It will be committed to exercising its rights with respect to decisions affecting the North Columbia Mountain Region. Community priorities include: opportunities for youth; economic growth and stability; environmental citizenship; personal safety and security; a responsible and caring social support system; a first-class education system; local access to life-long learning; spiritual and cultural values; and diverse forms of recreation. All residents and visitors shall have access to the opportunities afforded by this community.
Mission Statement
Our mission is to provide optimum quality services and security to our community and our visitors, in a fiscally responsible manner. We will endeavor to provide cooperative, well-informed and innovative leadership in order to sustain our uniquely superior quality of life. We are committed to fostering a strong sense of community in Revelstoke, and we will be responsive and adaptive to changing social, political and economical conditions.
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City of Revelstoke
2013 Council Objectives

Efficient operation of City programs Complete or provide effective support for ongoing programs as directed by Council. Set schedule for reviewing Council programming policies. Ensure programs promote a healthy active and inclusive community Delivery of services enhances safety and protection of our citizens.
Improve fiscal policies Retain conservative policies that ensure appropriate controls, transparency, operations review, tight control on spending and taxes. Initiate quarterly departmental budget review at the committee level. Review official council fiscal policies and affirm or amend where appropriate.
Operations Review Complete an independent third party operations review of at least one City Program. This work will have to be contracted. Continue to encourage a review of municipal audit with the newly appointed municipal auditors office. Consider review of all departments by independent consultant subject to budgetary constraints.
Infrastructural protection Completion of investment, asset management, budget and operational plans, by each department. Completion of Transportation Master Plan to be included in the OCP subject to public consultation and review. Completion of Fire Hydrant replacement Plan. Completion of Lamp Standard replacement Plan
Communications enhancement Continue in the quest to establish clear, concise, effective, open and transparent governance. Conduct a community satisfaction survey. Standardized committee reporting structure.
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City of Revelstoke
Executive Summary
Overview Earlier this year, the City of Revelstoke embarked on a Customer Satisfaction Survey whereby the City was able to obtain valued feedback and community perceptions on many city programs and services. The information gained will be used in the coming months and years to assist City Council and staff in the planning and management of its diverse array of programs and services. On behalf of City Council and staff, THANK YOU to everyone who took the time to complete the survey. The 943 surveys received are a testament to the desire and commitment residents have to making Revelstoke the best place to live, work and play! For the reader to better understand the data report, it is important to note and remember that: Results are based on the experience and perception of individuals; calculation rounding can result in percentages not adding up to 100%; total number of responses vary between questions; number of responses does not equate to actual service users; identified themes do not represent the majority of respondent views on a particular questions; and theme contradictions exist as responses vary between questions. Below are the survey data highlights. Finance & Administration (City Hall) The department was accessed in the past year by 81% of respondents (78% of those 1-2 times). Results indicate people were satisfied with the services of property taxes, accounts payable, utilities, dog licencing and cemetery services. People were not satisfied with the operation of the Mayors Office. Overall, people gave the department a 62% (>49 points out of 100) rating for satisfaction. Themes from comments indicated concerns with property taxes, animal control and bylaw enforcement while customer service was balanced. Community Economic Development (tourism, business, development, public art, etc.) The department was accessed in the past year by 24% of respondents (64% of those 1-2 times). Results indicate people were not satisfied with advice to business, support for community development and securing funds for community projects. Overall, people gave the department a 55% (>49 points out of 100) rating for satisfaction. Themes from comments indicated good customer service and funding supports while concerned city not seen as being pro business and needing more city amenities. Development Services (engineering, planning and building) The department was accessed in the past year by 43% of respondents (72% of those 1-2 times). Results indicate people were satisfied with the services of business licencing. People were not satisfied with the services involving building permits, engineering services, development permits, sign permits and long term planning. Overall, people gave the department a 45% (>49 points out of 100) rating for satisfaction. Themes from comments indicated concerns with signage process, building permit process, long range planning and customer service.
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City of Revelstoke
Fire Rescue Services The department was accessed in the past year by 16% of respondents (76% of those 1-2 times). Results indicate people were satisfied with the services of fire calls, first responder non-fire calls, fire safety programs and public education. Overall, people gave the department a 71% (>49 points out of 100) rating for satisfaction. Themes from comments indicated customer service and public education was positive with concerns related to service costs and the structure of the department. Parks, Recreation and Culture The department was accessed in the past year by 91% of respondents (69% of those more than 5 times). Results indicate people were satisfied with the services of aquatic centre, arena, community parks, community centre, museums and support to cultural organizations. Overall, people gave the department a 84% (>49 points out of 100) rating for satisfaction. Themes from comments indicated concerns with available city amenities, balanced customer service and good overall existing facilities. Public Works The department was accessed in the past year by 91% of respondents (82% of those more than 5 times). Results indicate people were satisfied with the services of garbage collection, recycling collection, maintenance of roadways, maintenance of sidewalks, street light maintenance, snow and ice removal, sewer and sewer treatment plant, and water and water treatment plant. Overall, people gave the department a 74% (>49 points out of 100) rating for satisfaction. Themes from comments indicated garbage collection, recycling material and customer service was positive. Concerns with raised about sidewalk maintenance, street cleaning and Southside sewers (smell). Balanced comments were also indicated for street lights and snow clearing. Dogs, Dogs, Dogs Three questions were asked about whether or not dogs should be banned or allowed in certain areas or under certain conditions. The responses indicated: 51% thought dogs should be prohibited at the outdoor farmers market. 55% thought dogs should not be prohibited in the downtown area. 52% thought dogs under the proper control of their owners should be permitted at public events.
Service Reductions and Enhancements Part of the survey was geared to identifying potential areas where services could be reduced to reduce debt, lower taxes and build reserves and to identifying any services that could be increased or added. As well, the survey looked at whether or not there were additional services that should be considered for reduction and or added or increased. Of the services specifically listed in the survey, the results indicated: Reduce Service
Tree replacement Parking enforcement Social sector coordinator City Hall hours Bylaw enforcement
Not Reduce Service

Arena Swimming pool hours Street cleaning Recycling pick-up Cleaning snow in front of residential driveways
Undecided
Downtown flower baskets First responder
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City of Revelstoke
Other services the City could consider reducing or eliminating included:

city personnel complement Street Cleaning Fire Rescue personnel Use of consultants Street cleaning City beautification Community funding Commissionaires
Other services the City could consider increasing or adding?

Environmental initiatives Recreation initiatives Animal Control Bylaw enforcement Transit Public Works
Customer Service Overall, the results of the survey indicated a 74% satisfaction in City customer service. The comments indicated areas that could be improved which included bylaw enforcement, staff generally and city communications. Demographics The survey asked specific questions which looked at the demographic nature of who was completing a survey. The results indicated: 96% permanent residents of the community. 25% live in Central Revelstoke and 20% live in Arrow Heights. 35% between the ages 25 to 39 and 30% between the ages 50 to 64. 50% female and 42% male (others preferred not to say) 76% employed
General Survey Finally, the survey looked at how people found out about the survey and whether or not they had any suggestions on making the survey a more valuable tool for the future. The results indicated: 32% found out about the survey through the Media (newspaper). 22% found out about the survey through Facebook. Need shorter survey, clarity in questions being asked, background information, annual or more frequency surveys.
Conclusion Overall, the survey data provides a new and unique perspective on how the community sees and values City services and programs. This is one step in improving communications within the City of Revelstoke. Going forward, the City of Revelstoke 2013 Customer Satisfaction Survey Data Report sets the benchmark for future surveys.
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AgendaItem#9i.
City of Revelstoke
Background
Objectives
In 2014, the City of Revelstoke is committed to improving the Revelstoke Experience for its citizens! In support of this initiative, City Council as part of their 2013 Council Priorities, committed to conducting a community satisfaction survey in 2013. The Citys desire to obtain direct feedback from its citizens on city programs and services was set up keeping in mind four key objectives: To obtain direct feedback from its citizens on city programs and services; To measure their satisfaction with said programs and services; To gage their perception of the importance of these said services; and To establish a baseline for future community surveys.
The City will use the results to assist in business planning, developing the 5-year financial plan, setting future Council priorities and establishing a benchmark for future surveys.
Methodology
Overview
A survey was developed to gather feedback from the Revelstoke community on how various City services are viewed by the public. The survey contained general and specific service questions, utilizing a variety of input tools and scales, The community had the opportunity to fill out a survey either online or on paper from September 27, 2013 to October 18, 2013 (3 weeks). If a person completed a paper survey, the information was keyed into the online version. 943 surveys were received by the closing date.
935 Online (99%)
8 Paper (1%)
943 Responses (100%)
10
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City of Revelstoke
Special Notes
Within the report are numerous calculated values and percentage conversions related to how respondents answered survey questions. NOTE 1: That while there is many terms that could be used to label a persons survey result, this report has chosen the term response. It is used in the context of an individuals response to a survey question, the number of responses received for a question, total responses received, etc. NOTE 2: That do to rounding and in some cases significant differences between the highs and lows of the responses, some calculations will not add up to 100% and or will not be shown separately on a chart as they would not be able to be meaningfully displayed for the report audience. All percentages have been rounded to the nearest percentage point. NOTE 3: That the total number of responses between questions will vary due to the fact that people completing the survey did not necessarily answer all questions or all parts of questions. NOTE 4: That unless otherwise stated, numbers used in this report reference responses. NOTE 5: That for questions that asked for comments, the comments have been generally summarized by recurring themes. Given the diversity of city programs and services and the individual unique comments submitted, the groupings for comment questions should be taken as suggested areas for consideration, a small sampling of comments, and does not represent the views of the majority of respondents. NOTE 6: That the term response is not interchangeable with the term user of a service. For instance, on a question like sign permits there could be 152 responses received compared to 15 sign permits issued in a given year. Responses are individual perceptions and opinions. NOTE 7: That as people completed the survey, they may or may not have recorded the same answer or information for a question and its corresponding comments or between questions, contradictions in data can occur.
11
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City of Revelstoke
Part A Used City Services

I have used these City Services in the past year
City Hall - Finance & Administration Parks & Rcreation Public Works Development Services Community Economic Development Fire & Rescue 0% 20% 138 75 64 102 86 37 404 536 585 40% 60% Responses More than 5 times 80% 94 458 445 544 221 110 34 34 53 27 75 55
87 13 14 100%
Never
1-2 times
3-5 times
Figure 1 - Used City Services
City Hall Finance & Administration (726 responses) 81% of respondents accessed services in past year 78% of those respondents who accessed the services did so 1-2 times in the past year Parks & Recreation (716 responses) 90% of respondents accessed services in past year 69% of those respondents who accessed the services did so more than 5 times in the past year Public Works (731 responses) 91% of respondents accessed services in past year 82% of those respondents who accessed the services did so more than 5 times in the past year Development Services (712 responses) 43% of respondents accessed services in past year 72% of those respondents who accessed services did so 1-2 times in the past year Community Economic Development (707 responses) 24% of respondents accessed services in past year 64% of those respondents who accessed services did so 1-2 times in the past year Fire & Rescue (699 responses) 16% of respondents accessed services in past year 76% of those respondents who accessed services did so 1-2 times in the past year
12
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City of Revelstoke
Part B Level of Satisfaction with Services

City Hall Finance & Administration
Please indicate your level of satisfaction with the service you received
73
89
133
Neutral
178 52
Satisfied Very Satisfied
92 11 20
Neutral
95 25
Very Dissatisfied Dissatisfied
Figure 2 - Property Taxes
Figure 5 - Accounts Payable
44% satisfied or very satisfied 31% dissatisfied or very dissatisfied 525 responses
142
180 37
64
Very Satisfied
81 40
Neutral
25
48
Neutral Satisfied
38
Satisfied
22
Very Satisfied
Figure 3 Utilities
Figure 6 - Mayor's Office
57 97 36 13
Neutral Very Dissatisfied Dissatisfied
90 33
44
4
Neutral Satisfied
15
Very Satisfied
Figure 4 Dog Licencing
Figure 7 Cemetery Services
46% satisfied or very satisfied 18% dissatisfied or very dissatisfied 269 responses 13
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City of Revelstoke
Please rate your overall experience

125 34 0-9 32 49 55 69 37 44 40
26
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-100 Points Awarded within each Band
Figure 8 City Hall Finance & Administration Overall Experience
315 (62%) indicated positive experience (>49 points) 153 (30%) indicated very positive experience (>69 points) 24% (50 to 59 points) highest band for overall experience 511 responses
Please tell us about your experience

Customer Services Professional, conscientious, hard working, efficient, helpful, friendly. Sometimes difficult, not polite, slow too response to enquiries. Property Taxes Property taxes are too high, continue to increase, City debt increasing, wasteful spending, not getting value for property taxes collected. Animal Control The program is badly designed, uncontrolled dogs are on the loose, City not actively carrying out enforcement in this area. Bylaw Enforcement No consistency in enforcement, not being enforced, why have rules if not going to be enforced, City not taking enforcement action on complaints.
14
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City of Revelstoke
Community Economic Development Tourism, business, development, public art etc.

41
38
49
39 17
35
42
50
36
Satisfied
40
Very Satisfied
Neutral
Neutral
Figure 9 - Advice to Business
Figure 11 - Securing funds for Community Projects
49
57
46
45 28
Neutral
Satisfied
Very Satisfied
Figure 10 - Support for Community Development
15
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City of Revelstoke

42 31 17 17 23 15 15 21 19 27
0-9
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-100
Figure 12 - Community Economic Development Overall Experience

City Not Pro Business Business taxes are too high, taxes are increasing, City not committed to growth and development, City does not care about business, City not encouraging businesses to come to Revelstoke, inadequate business supports, needs to be a City priority. Funding Support Helpful, pro active, successful, good at finding funds, exceptional. Customer Service Excellent, supportive, amazing resource, focused on getting things done, hard working, sometimes communication an issue, run around. City Amenities Need a skate park, pump track.
16
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City of Revelstoke
Development Services Engineering, Planning and Building

59
23 30
Neutral
74 14
51
42
31
Neutral
20 1
Figure 13 - Business Licencing
Figure 16 - Development Permits
48
47
44
54 9
76 37 23
Neutral
16
Satisfied
Neutral
Satisfied
Very Satisfied
Very Satisfied
Figure 14 - Building Permits
Figure 17- Sign Permits
55 37 23
Neutral
81
28 5
42
31
Neutral
20
Satisfied
3
Very Satisfied
Figure 15 - Engineering Services
Figure 18 - Long Term Planning
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City of Revelstoke

50 35 26 24 24 23 14 19 14 13
0-9
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-100
Figure 19 - Development Services Overall Experience

Signage Process Confusing, long process, cost too much, stupid, frustrating, delays, horrendous, approval process, too much red tape, inconsistency. Long Range Planning Not being done, expensive process, arduous process, should not be complaint driven, support long range planning. Customer Service Slow, lost applications, disorganized, calls not returned, conflicting information, slow. Friendly, helpful, pleasure to work with, great advice and tips. Building Permit Process Confusing, onerous, lost, hard to get, difficult, takes forever.
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City of Revelstoke
Fire Rescue Services

43 23 6 3
Neutral Satisfied
39 8
Very Satisfied
55 32
46
11
Neutral Satisfied Very Satisfied
Figure 20 - Fire Calls
Figure 22 - Fire Safety Programs
38 21 12 20
42 44 10 17
Neutral Very Satisfied Very Dissatisfied Dissatisfied
76
55
Neutral
Satisfied
Figure 21 - First Responder non-fire calls
Figure 23 - Public Education
65% satisfied or very satisfied 13% dissatisfied or very dissatisfied 202 response
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City of Revelstoke

48 35 18 6 0-9 8 24 13 14 10 26
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-100
Figure 24 - Fire Rescue Services Overall Experience

Service Costs Costly service, excess equipment, overhead costly, massive increases, a tax burden, out of control spending, overtime concerns, level of compensation. Public Education Attended fire extinguisher demo, attended rescue equipment demo, kids love school tours, helped with car seat installation, child safety and escape planning led to child identifying faulty smoke detector, need more education. Customer Service helpful, quick response, work in difficult conditions / traumatic situations, professional, competent staff (comfort), great team, excellent job, amazing, efficient, friendly. City Structure Too many staff, reduce complement, less paid more volunteers, overstaffed compared to other communities, too much overtime, too highly paid, drop first responder service, drop highway rescue, duplication of services.
20
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City of Revelstoke
Parks, Recreation and Culture

222 14
Very Dissatisfied
183 16 42
Dissatisfied
252 66
Neutral Satisfied
141
Very Satisfied
31
Dissatisfied
47
Very Dissatisfied
Figure 25 - Aquatic Centre
Figure 28 - Community Centre
187 82 9
Very Dissatisfied
100 66 11
133 55
21
Dissatisfied Neutral Satisfied
29
Neutral Satisfied
Very Satisfied
Very Satisfied
Figure 26 Arena
Figure 29 - Support to Cultural Organizations
251 146 13
Very Dissatisfied
177 75 7 7
Neutral Satisfied Very Dissatisfied Dissatisfied
169
24
Dissatisfied
57
Very Satisfied
Figure 27 - Community Parks
Figure 30 - Museums
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City of Revelstoke

89 65 45 12 0-9 10 24 87 75
15
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-100
Figure 31 - Parks, Recreation and Culture Overall Experience

Facilities Great facilities, nice, okay, awesome, wonderful, decent, fabulous, well maintained, some need more care / repairs. Customer Service Helpful, friendly, happy, treated well, excellent, wonderful, sensitive, hard working. Sullen, difficult, unsupportive, impolite, uncooperative, need training. Amenities City should have a water park, skateboard park, bike park, spray/splash park, off leash dog park, youth park, seniors exercise park, disk golf course, outdoor skating rink, trail system extended.
22
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City of Revelstoke
Public Works
272 13 29 54
Neutral Satisfied
206 42
Very Satisfied
253 88
83
Neutral Satisfied
112
Very Satisfied
Figure 32 Garbage Collection
Figure 35 - Snow and Ice Removal
157 49
192 123 54
219 133 19 30
Neutral Satisfied Very Satisfied Very Dissatisfied Dissatisfied
114
Figure 33 - Maintenance of Roadways
Figure 36 - Water and Water Treatment Plant
246 155 21 49
Neutral Satisfied
72
Very Satisfied
60
81
123
Neutral
170 57
Figure 34 - Street Light Maintenance
Figure 37 - Sewer and Sewer Treatment Plant Service
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221 26 50 78
Neutral Satisfied
176 48
Very Satisfied
Very Dissatisfied
218 101
Dissatisfied
130 59
Figure 38 - Recycling Collection
Figure 39 - Maintenance of Sidewalks
96 64 21 0-9 35 11 16 34
80 57 39
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-100
Figure 40 - Public Works Overall Experience

Garbage Collection schedule confusing, alternating days negative, should be simplified, truck comes too early, miss garbage bin in the city yard, combine garbage and recycling collection, need a consistent collection day. Recycling Material include glass, blue box instead of plastic bags, excellent service, pleased, increase pickup frequency, great program. 24 Southside Sewer smell, smell all summer, nightmare, unacceptable, sick of it, fix it, hideous smell, must be addressed, unbearable, ongoing issue, disgusting. Sidewalks need repairs, uneven, cracked, more needed in some areas, slippery with icy and snow, hazard to elderly, marked for repair but nothing happens.
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Snow Clearing avoid tearing up lawn, service not great, always great, not done on weekends, ice left on sidewalks dangerous, service varies depending on area, happy with level of snow removal, traffic flow problems when snow piled in center of the street, appreciate removal of snow at end of driveway, generally good, service delays, blocked end of driveway, great and efficient, noise issues at night, needs to start earlier in the morning, tough job.
Street Cleaning appreciate it, reduce frequency, less better, used too much, waste of money. Street Lights lights are too bright, should point down not up, light pollution, some areas could use more. Customer Service super awesome, great job, good job, professional, knowledgeable.
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City of Revelstoke
Part C Dogs, Dogs, Dogs

Outdoor Farmers Market
Should dogs be prohibited at the outdoor farmers market? Other
56 of 623 response 36 of 56 (64%) allow under right circumstances 7 of 56 (13%) would prohibit dogs health issues about dog feces, urination, dogs near food vendors and children, hard to enforce Suggest tie up stations, fines, future ban, mandatory leash, doggie bags
Yes 51%
No 40% Other 9%
Figure 41 - Dogs Outdoor Farmer's Market
Should dogs be prohibited in the downtown area? Other

No 55%
Yes 32% Other 13%
80 of 624 responses selected other 67 of 80 (84%) allow under right circumstances 7 of 80 (9%) would prohibit dogs health issues about dog feces, urination, dogs near food establishments and in shops.
Figure 42 - Dogs Downtown Area
Do you think dogs under the proper control of their owners should be permitted at public events? Other
52 of 624 responses selected other 41 of 52 (79%) allow under right circumstances 4 of 52 (8%) would prohibit dogs Dependent on the type of event, outdoor event.
Yes 52%
No 40% Other 8%
Figure 43 - Dogs Public Events
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City of Revelstoke
Additional Comments
Under Control Off leash dogs that listen to commands, good dogs can and will bite under the right circumstances, leave dogs at home, depends on the owner, owners know their dog, if under control no reason to ban them. Enforcement Outright ban, fine bad owners, enforce the bylaws, increase fines, revenue source for city, see dogs roaming in neighbourhood, continue enforcement, graduated licence system, education owners, ban dangerous breeds, more cost efficient to ban outright, have incentives for responsible dog owners, lawsuit waiting to happen. Community Dog friendly city, need a dog park, having a dog improves healthy and well being, add doggie bag dispensers, more garbage cans in the downtown, more off leash areas, some people have allergies. Market Ban outright, okay if on leash, dogs should not be in areas where food is served, crowds and dogs dont mix, risk children or seniors getting bit, dog owners wont come if they cant bring their dog. Downtown Problem is people not dogs, if on leash, ban outright, narrow confined area not good for dogs, what about businesses with dogs, ban bikes. Events crowds and dogs recipe for disaster, if on leash okay, children and seniors are the priority not dogs, ban all dogs.
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City of Revelstoke
Part D Service Reductions / Enhancements

City Council is considering reducing services to reduce debt, lower taxes and build reserves
City Council should reduce the following services
177 120 86 101 94 63 73 40
Strongly Agree
214
196
Strongly Disagree Disagree
Neutral
Agree
Strongly Agree
Neutral
Agree
Figure 44 - Tree Replacement
Figure 46 - Cleaning Snow infront of residential driveways
47% strongly agree or agree with reducing the service 36% strongly disagree or disagree with reducing the service 578 responses
177
207 82
194 81 51
134
125
52
55
Neutral
Agree
Strongly Agree
Neutral
Agree
Strongly Agree
Figure 45 - Parking Enforcment
Figure 47 - Social Sector Coordinator
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City of Revelstoke
164
186 130 77 28 83
167 138 110 92
Neutral
Agree
Strongly Agree
Neutral
Agree
Strongly Agree
Figure 48 - Swimming Pool Hours
Figure 50 - Street Cleaning
18% strongly agree or agree with reducing the service 60% strongly disagree or disagree with reducing service 585 responses
203
165 104 75
149 93
185
72
76
42
Strongly Agree
Strongly Disagree Neutral Disagree
Agree
Strongly Agree
Neutral
Agree
Figure 49 - Downtown Flower Baskets
Figure 51 - Recycling Pick-up
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AgendaItem#9i.
City of Revelstoke
139 105 96 105
139
154 71
140
145 78
Neutral
Agree
Strongly Agree
Neutral
Agree
Strongly Agree
Figure 52 - First Responder
Figure 54 - Animal Control
202 87 32
Strongly Disagree Disagree Neutral Agree Strongly Agree
38% strongly agree or agree with reducing the service 38%% strongly disagree or disagree with reducing the service 588 responses
194 71 88
162
193
97
41
Neutral
Agree
Strongly Agree
Figure 53 - City Hall Hours
Figure 55 - Arena
24% strongly agree or agree with reducing the service 43% strongly disagree or disagree with reducing the service 581 response
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AgendaItem#9i.
City of Revelstoke
119 50
146
144
128
Neutral
Agree
Strongly Agree
Figure 56 - Bylaw Enforcement
What other services should the City consider reducing or eliminating?

Personnel - Reduce the number of employees (public works, administration, development services, RCMP). Consultants - Stop using consultants, costly to use. Community Funding - Reduce funding to community groups (cultural, sporting groups, Chamber of Commerce). Street Cleaning - Reduce frequency of street cleaning. Commissionaires - Reduce or stop using commissionaires for animal control and bylaw enforcement. Fire Rescue Services - Reduce complement, salaries, overtime. City Beautification - Get rid of greenhouse, reduce flower baskets, landscaping, use of gardeners and arborist. Miscellaneous - Sell the golf course, reduce policing, change transit system, reduce support for public art, reducing size of council.
What other services should the City consider increasing or adding?

Environmental Initiatives Subsidies to promote reduced water consumption, toilet replacement program, rain-water harvesting, commercial recycling, fix sewage plant, return garbage bin at the Yard. Animal Control Education responsible dog owner, having a dog park, increase enforcement, increase fees and fines, install on leash / off leash signage. Transit Add Upper Arrow Heights, better inter City service, evening/weekend seniors service. 31 Recreation Initiatives Increase arena hours, increase pool hours, new bike pump track, new skateboard park, new splash park. Bylaw Enforcement Increased enforcement activities, raise fines, parking enforcement, use enforcement as revenue source, increase the number of commissionaires for enforcement. Public Works Increase street and sidewalk replacement program, increase utility upgrade program, more garbage containers, Arrow Heights sewer access.
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City of Revelstoke
Additional Comments
Plants, Flowers, Trees Stop taking down good trees, buy low maintenance trees, new trees not car friendly (dripping on car), build city flower baskets, use volunteers / community to plant trees and flowers, do less landscaping, use less flowers, form volunteer brigade. Street Cleaning Reduce frequency, use targeted approach, some neighbourhoods not getting service. Property Taxes - Inherit debt problem, expenses are too high and not needed, lower both residential and business rates, stop wasting money. Personnel Top heavy in administration, too many managers, some positions not needed, wages too high, reduce staff. Bylaw Enforcement Go after parking infractions, not necessary, eliminate it, enforcement out of control, parking enforcement should pay for self from fines, set up seasonal parking enforcement, bikes are a problem, get rid of commissionaires, enforce bike and skateboards on sidewalks, post better worded signage for enforcement, no enforcement now, ineffective, no need for parking enforcement, start fining and enforcing.
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AgendaItem#9i.
City of Revelstoke
Part E Customer Service

Overall Satisfaction Customer Service
Please select your overall satisfaction level with the City of Revelstoke customer service
100 51 20 0-9 36 47 70 74 48 37 104
10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-100
Figure 57 - Overall Satisfaction
433 (74%) indicated positive experience (>49 points) 189 (32%) indicated very positive experience (>69 points) 18% (70-79 points) highest band for overall experience 587 responses
Please explain
Customer Service Staff seen as competent, helpful, friendly, very good, pleasant, courteous, doing wonderful work, efficient, professional, accommodating, high standard, listens. Staff seen as not returning calls, unwelcoming, difficult to deal with, not customer oriented, slow to address requests. Bylaw Enforcement Better service needed, eliminate commissionaires, enforce and fine violators for current bylaws, unwanted service, know and enforce current bylaws. Personnel Too many highly paid people, start cutting, reduce union positions, fire hall staff over paid, over staffed, top heavy, upper level positions costly. Communications Need to do a better job of communicating to the public, website is challenging to navigate, public messaging poorly planned and executed.
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AgendaItem#9i.
City of Revelstoke
Part F Demographics
Residency Status
I am a
Table 1 - Residency Status
Percentage Permanent Resident Visitor Short term or part time resident of Revelstoke I do not live in Revelstoke. Where do you live? Other: please explain Total Responses 96% 0% 2% 0% 2%
Responses 575 2 11 3 10 601
Other: please explain

Minimal Responses Comments indicated slight confusion on what the question was asking. Most indicated either live outside the City in the CSRD or live part-time in the City.
City Area
What area of town do you currently reside in?
Table 2 - City Area
Percentage Arrow Heights Big Eddy Central Revelstoke Clearview Heights Columbia Park Farwell (Lower Town) Resort Lands South Revelstoke (Southside) Outside City Boundary in Regional District Other (please explain) Total Responses 20% 5% 25% 3% 17% 6% 0% 17% 4% 3%
Responses 121 28 152 20 103 35 0 101 22 17 599
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City of Revelstoke
Other: please explain

Minimal Responses Most indicated either they live outside the City in the CSRD or within specific subdivisions within an area of the City.
Age
My age is
Table 3 - Age
Percentage 18 24 25 29 30 34 35 39 40 44 45 49 50 54 55 59 60 64 65 69 70 74 75 79 80 or more Prefer not to say Total Responses 2% 10% 14% 12% 9% 9% 9% 9% 12% 7% 3% 1% 0% 2%
Responses 11 60 83 69 55 55 55 52 67 38 16 8 2 11 582
Gender
I am
Table 4 - Gender
Percentage Female Male Prefer not to say Total Responses 50% 42% 7%
Responses 298 249 44 591
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City of Revelstoke
Employment Status
I am
Table 5 - Employment Status
Percentage Employed Unemployed Retired Student Prefer not to say Total Responses 76% 1% 19% 0% 4%
Responses 452 5 110 1 25 593
Additional Comments
We would like to know if you have any additional comments that you would like to add.
Community Promote as a community that is friendly to business and development. Great community, and for it to continue we need to continue to grow our economy. Acknowledge tourism as a key industry and look at attracting new industries such as the education sector and Information Technology sector. City is a desirable place to live. Revelstoke has a great quality of life, naturally. Revenue Generate income through reduction of costs, sell off city property, privatize and contract out more city services and departments, look at ways to increase use of the city run facilities, charge more to groups and clubs who lease city facilities. Communications Post Council minutes on City website, need better public relations, find way for notices not to be treated as junk mail, move time of Council meetings so more people can attend. Development Allow carriage homes on larger properties, secondary suites, tighten up building permits; need to be more business oriented. Customer Services most staff great to deal with, high standardizes, they care about Revelstoke, not an easy job, pass the buck, not returning calls. Bylaw Enforcement More enforcement, buses parked in driveways, unlicensed business in a residence, not acting on complaints, downtown and residential area parking issue, annoying. Budget Freeze wages, eliminate connection to Golf Course, freeze budget, business taxes out of control, too high, burden to businesses, not business friendly, reducing spending. City Structure two many overpaid workers, cut back on staff, thin fire department, too many police, executives overpaid, top heavy.
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AgendaItem#9i.
City of Revelstoke
Part G Survey
Survey Rollout
How were you contacted for this survey?
Table 6 - How contacted for this survey
Percentage City of Revelstoke Website Stoke List Media (newspaper) Farmers Market Word of Mouth In Person Facebook Email Door-to-Door Campaign Other, please specify Total Responses 4% 2% 32% 2% 9% 1% 22% 19% 0% 10%
Responses 23 14 190 10 53 4 128 111 0 61 594
Other: please explain.

Contacted 39 of 61 responses indicated media (newspaper or radio) which would raise the Media rate from 32% to 39%. Contact was also made by way of the Chamber of Commerce, NCES, City (website, news release), multiple sources, and word of mouth.
Please tell how we could improve our survey.

Existing Questions Good start, do not use double negative questions, do not use sliding scale, more room in comment boxes, less leading questions. Post Survey Communicate results to the public, act on the information that comes from the survey. Future Questions section on Council and Councils decisions, more detailed questions, include additional information/clarification (e.g., financial data, service summary), business sector, youth and senior sectors, shorter survey less time to complete, annual survey or even more frequency than that.
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City of Revelstoke 2013 Cutomer Service Survey

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City of Revelstoke 2013 Customer Satisfaction Survey Data Report

2013 Community Survey Results

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PART C DOGS, DOGS, DOGS

PART D SERVICE REDUCTIONS / ENHANCEMENTS

PART E CUSTOMER SERVICE

PART A USED CITY SERVICES

PART B LEVEL OF SATISFACTION WITH SERVICES

2013 Community Survey Results

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2013 Council Objectives

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Not Reduce Service

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Other services the City could consider reducing or eliminating included:

Other services the City could consider increasing or adding?

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935 Online (99%)

943 Responses (100%)

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Part A Used City Services

Figure 1 - Used City Services

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Part B Level of Satisfaction with Services

Very Dissatisfied Dissatisfied

Very Dissatisfied Dissatisfied

Figure 2 - Property Taxes

Figure 5 - Accounts Payable

Very Dissatisfied Dissatisfied

Very Dissatisfied Dissatisfied

Figure 6 - Mayor's Office

Very Dissatisfied Dissatisfied

Figure 4 Dog Licencing

Figure 7 Cemetery Services

47% satisfied or very satisfied 7% dissatisfied or very dissatisfied 125 responses

2013 Community Survey Results