Survey Highlights PRESENTATIO ION 20 20 FE FEBRUARY 20 2018 18 - PowerPoint PPT Presentation

2017 Citizen Satisfaction Survey Highlights PRESENTATIO ION 20 20 FE FEBRUARY 20 2018 18

Agenda 2 Background & Objectives Overview Methodology Perception of City Services Perception of Virginia Beach Sources of Information about the City Participation Wrap Up 2

Background 3  Survey of residents to assess satisfaction with City services roughly every two years  First conducted in 1995  This survey was conducted in December 2017 with analysis in January 2018  Average interview length in 2017 was 16.1 min  500 residents completed interviews  4.4% margin of error

Background 4  Data weighted to correct for sampling variation, ensure projectibility  All of the findings are statistically significant at a 95% level of confidence or higher  A detailed report has been provided

Overview 5  Virginia Beach receives remarkably good scores as a place to live and overall for the services it provides to residents  Historically, satisfaction scores fluctuate in a normal range; most scores stayed in that range this year  The one area about which residents most like to complain – traffic – doesn’t seem to have much impact on how they feel about the City and living here  Their preferred communication vehicle: VBgov.com and local TV news and local news websites

How Satisfaction Was Measured 6  Respondents were asked  Goal: Total Satisfaction to rate each City service or scores of 80% or higher “feature” on a 4 -point scale:  The City exceeded that  Very Satisfied goal in 2017 for Overall  Satisfied Satisfaction with Services  Dissatisfied  Very Dissatisfied and on a 18 of the 32  A “feature” is an item such items they were asked to as “Overall appearance of rate the City”  Respondents asked to rate 32 items in 2017, two more than in 2015

Overall Satisfaction with City 7 Services - 2017  9 out of 10 residents are 100% 94.0% 93.8% 93.4% 93.2% satisfied with the services the 95% 92.6% 91.4% 91.0% 90.7% City provides 90% 85%  The dotted lines indicate upper 80% and lower margin for errors 75% assuming there had been no 70% real change in the opinions of 65% residents 60%  Expect some random variation 55% from year to year 50% 2003 2005 2007 2009 2011 2013 2015 2017  Scores within margin of error Q34. I’d like to get your overall satisfaction with City services. Are you Citizens are satisfied, and  very satisfied, satisfied, dissatisfied or satisfaction is largely unchanged very dissatisfied overall? since 2003

Satisfaction with Specific Services 8 2017 (500) Attribute Total satisfaction Overall satisfaction with City services 90.8% Fire Department services 98.8% City's Public Libraries 98.5% Paramedic and Rescue Squad services 98.1% Recreation centers 97.1% Overall appearance of the City 96.3% The City's museums, aquarium and cultural arts activities 96.3% Parks 92.3% Police Department services 91.9% Horticulture and Agriculture services including the City-operated farmers's 91.4% market on Dam Road 9-1-1 telephone center 90.0%

Satisfaction with Specific Services 9 2017 (500) Attribute Total satisfaction Overall appearance of your neighborhood 89.9% Emergency management efforts to respond to disasters 89.7% City's 3-1-1 system 89.1% Public beaches in the City 87.5% Courtesy of City employees 85.8% City trash collection and recycling 85.3% Public school system 84.1% City's drinking water and waste water collection services 83.9%

Satisfaction with Specific Services 10 2017 (500) Attribute Total satisfaction Combat gang activity and gang violence 78.6% Work with other area communities 78.3% Conditions of the streets in your neighborhood 76.3% Job opportunities in Virginia Beach 74.3% City's efforts to communicate and engage residents 70.3% Efforts to protect natural resources 69.9% Mental health and intellectual disability services 68.3% Maintenance of existing roads and bridges 66.3% Opportunity citizen's have to share their ideas or opinions before City makes impor 63.3% Planning for residential development 57.7% Planning and construction of new city roads 55.1% Services for needy and homeless families 54.8% Efforts to address recurrent floooding and effects of sea level rise 47.0% Flow of traffic in the City 40.3%

What Has Changed Since the 2015 Survey 11  Ratings for water system and appearance of City increased  Scores for 911 service and for courtesy of City employees remain quite high despite decline  Residents may not be familiar or have experience with some of the services 2015 (520) 2017 (500) Change Total Total Satisfaction Satisfaction Attribute 83.9% 78.8% 5.1 City's drinking water & waste water collection services 96.3% 91.7% 4.6 Overall appearance of the City 90.0% 95.9% -5.9 9-1-1 telephone center 85.8% 91.0% -5.2 Courtesy of City employees 69.9% 79.1% -9.2 Efforts to protect natural resources 68.3% 81.0% -12.7 Mental health & intellectual disability services 57.7% 71.9% -14.2 Planning for residential development 55.1% 71.7% -16.6 Planning and construction of new city roads 54.8% 72.5% -17.7 Services for needy and homeless families 40.3% 50.4% -10.1 Flow of traffic in the City 11

Perceptions of Virginia Beach 12 Only two changes are statistically meaningful between 2015 and 2017: Decrease in perception that Virginia Beach is safe. Current 88.2% score  is still very good  Increase in perception that roads are too congested 2015 Do you Strongly Agree, Agree, Disagree, or Strongly 2017 Percent who Disagree with these statements about Virginia Beach? Percent who Change agree or N = 500 agree or Statistically strongly agree strongly agree significant? “Virginia Beach is a good place to live.” 94.1% 96.0% -1.9% NO “ For the most part, I can conveniently access City 92.1% 94.6% -2.5% NO services.” “The houses in my neighborhood are well maintained.” 90.5% 88.7% 1.8% NO “Virginia Beach, in general, is a safe place to live.” 88.2% 94.0% -5.8% YES “My neighborhood is a safe place to live.” 86.4% 90.2% -3.8% NO “The roads I use in Virginia Beach are generally too 79.2% 72.7% 6.5% YES congested.” “Overall, I receive a good value for my City tax dollar.” 75.2% 80.0% -4.8% NO “I know how to inform the City about the way I feel on 69.8% 73.1% -3.3% NO important issues.”

Perceptions of Safety 13 Perceptions of safety of neighborhoods in the City has been in gradual decline for more than a decade. This year, perceptions of the City overall slipped. "Virginia Beach in general is a safe place to live." "My neighborhood is a safe (% "agree" or "strongly agree) place to live." 100% (% "agree" or "strongly agree.) 100% 95% 95.6% 94.8% 95% 92.8% 94.2% 94.6% 94.8% 94.0% 96.4% 90% 93.6% 93.2% 93.6% 92.0% 90.7% 90.2% 90% 88.2% 85% 85% 86.4% 80% 80% 75% 75% 70% 70% 65% 65% 60% 60% 55% 55% 50% 50% 2003 2005 2007 2009 2011 2013 2015 2017 2003 2005 2007 2009 2011 2013 2015 2017

Perceptions of Safety by Area 14 23451 has lower ratings on both measures  Best ratings on both measures are in 23455.  "My neighborhood is a safe place to live." "Virginia Beach in general is a safe place to live." < 70% 70% - 79.9% 80% - 84.9% 85% - 89.9% 90% - 94.9% 95% - 99.9% 100% Percent agreeing or strongly agreeing with each statement.

Key Drivers of Satisfaction 15 Analysis included a statistical model to show which items are most closely associated with Overall Satisfaction with living in Virginia Beach and City Services City Services City’s efforts to communicate  Living in Virginia Beach with and engage residents City’s efforts to communicate  Overall appearance of your  with and engage residents neighborhood Overall appearance of your  City’s work with other area  neighborhood communities to address issues Overall appearance of the city  impacting our region  Planning for residential City’s public school system  development City’s museums, the aquarium  Job opportunities in Virginia  and cultural arts activities Beach Planning and construction of new  City roads

What Can Be Done to Make Virginia Beach a Better Place to Live? 16 25% of the 500 respondents answered with comments about roads and traffic  “Fix the potholes.”  “Working on the traffic issues. The number of traffic lights and the congestion and where schools are located, where I work is a nightmare that there's a hospital and high school is on the same road and the time the lights change are the same time. They don't have enough access where a lot of people travel.”  “They should design a better transportation system. There are too many cars and too much traffic and it's hard to get from place to place because of the congested roads.” Other topics mentioned include :  Appearance of the City  Taxes  Greenspace/Environment  Cost of living  Jobs and Economic  Flood control  Care for the needy and homeless Development (both for and  Communications against)  Crime  Recreation