Annual Report 2013-2014 q
58
COMMUNITY SATISFACTION
SURVEY
Although the mandatory requirement for Councils to participate in the Community Satisfaction Survey was discontinued in 2012, Horsham Rural City Council has continued participating optionally in the base level survey. The main objectives of the Community Satisfaction Survey are to assess Council’s performance across a range of measures and to seek insight into ways to provide improved or more effective service delivery.
Horsham Rural City Council’s performance ratings on core measures have tended upwards in the past twelve months (by up to five index points depending on the measure).
Overall job performance ratings are positive, growing four points in the past 12 months, increasing from an index score of 61 to 65 and exceeding 2012 levels (index score of 62).
Perceptions of overall Council direction have remained constant since 2012 at an index score of 55 (2012), 54 (2013) and 55 (2014). Residents largely believe performance has held steady in the past year (67% stayed the same) but are twice as likely to describe council as having improved (19%) rather than having deteriorated (10%).
Ratings on core measures are highest when it comes to customer service (index score of 74), reflecting a slight increase of three index points in the past year. The State-wide and Regional Centres averages are consistent with this rating, with index scores of 72 and 73, respectively.
Horsham received identical ratings for the core measures of community consultation and advocacy (index score of 62). Ratings improved on both measures, although greater gains were made in the area of council advocacy (+5 index points since 2013) than community consultation (+2). Council significantly exceeds the State-wide and Regional Centres averages by five to six points on both of these measures.
Horsham outperforms both State and Group averages in a number of individual service areas as well as on core measures, including when it comes to enforcement of local laws, family and elderly support services, appearance of public areas, waste management, and business and community development. It performs behind State and Group averages in only a few areas – art centres and libraries, and planning and building permits.
The table below highlights Horsham Rural City Council’s score on the core performance measures and how they compare with the State-wide average and the Rural Cities and Regional Centres Group average.
CORE PERFORMANCE MEASURE
Customer Service
Community Consultation and Engagement
Advocacy SCORE
HORSHAM STATE RURAL 74 62
72 73 57 56
62
Overall Council Direction 55 Overall Performance
65
56 56 53 53 61 59
COMMUNITY CONSULTATIONS
Horsham Rural City Council continues to place a strong focus on community engagement and consultation and this is demonstrated in the excellent result achieved in the Community Satisfaction Survey.
Horsham’s rating of 62 for community consultation and engagement, has improved by a further 2 points and significantly exceeds the State and regional averages by five to six points, respectively.
In addition to the fortnightly consultation evenings held to enable community members to meet with Council to discuss a variety of issues, we have continued with visits to rural communities, which over the last year have included Laharum, Mitre, Dadswells Bridge and Kalkee.
Extensive community consultation has occurred in relation to a broad range of Council projects that were adopted or under preparation in the past year including: the Horsham Town Hall/Art Gallery Redevelopment, Cultural Voice Project/ Cultural Plan, Horsham North Urban Design Framework, Grampians Fires community debriefs, Council Rating Strategy and Budget, Early Years Infrastructure Study and Early Years Service Plan, Health and Wellbeing Plan, Framework for Managing Growth, Central Activities District Strategy, Infrastructure Design Manual, Council Plan, the Youth Matters Project, Framing the Wimmera public art project, Road Management Plan and the location and design of the seating at the Horsham Skate Park.
Consultations have taken place via a range of means including online surveys, face-to-face surveys, public meetings, focus groups, workshops, drop in sessions, one-on- one meetings and formal submission.
A great place to live - vibrant, inclusive, welcoming...
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