HomeMy WebLinkAboutCAO-004-13 Clad"n REPORT
CHIEF ADMINISTRATIVE OFFICE
Meeting: GENERAL PURPOSE AND ADMINISTRATION COMMITTEE
Date: May 6, 2013 Resolution #: By-law#:
Report#: CAO-004-13 File #:
Subject: CUSTOMER SERVICE SURVEY: SCOPE, METHODOLOGY AND TIMING
RECOMMENDATIONS:
It is respectfully recommended that the General Purpose and Administration Committee
recommend to Council the following:
1. THAT Report CAO-004-13 be received for information.
Submitted by:
Franklin Wu, M.A.O.M.
Chief Administrative Officer
CC:FW
CORPORATION OF THE MUNICIPALITY OF CLARINGTON
40 TEMPERANCE STREET, BOWMANVILLE, ONTARIO L1C 3A6 T 905-623-3379
REPORT NO.: CAO- 004-13 PAGE 2
1. PURPOSE
The purpose of this report is to provide an outline of the scope, methodology,
and timing of the Municipality of Clarington customer service survey.
2. BACKGROUND AND PURPOSE OF SURVEY
2.1 On March 22nd, the General Purpose and Administration Committee received
Report CAO-003-13 on the progress of the Strategic Priority of"Connecting
Clarington". As was noted, many actions have been put in place to advance this
Strategic Priority. As well, it was noted that a customer service survey would be
undertaken to obtain citizen views of services to permit targeted guidance on the
use of resources, development of a sound communications strategy and delivery
of the "Connecting Clarington" actions efficiently and effectively.
2.2 Typically municipalities will contract a polling firm to undertake an independent
survey of its citizens. Budget decisions are such that this work will be
undertaken directly by Staff.
3. SCOPE OF SURVEY
3.1 The survey will be based on best practices in municipal surveying, drawing
especially from questions used by the Institute for Citizen Centered Services and
from comparable municipalities, including the Town of Ajax and the Town of
Halton Hills.
3.2 The survey will be focused on citizen views about both (a) the importance of a
range of existing Municipality of Clarington services provided for public use and
(b) satisfaction with these services. Respondents will also be asked to assess a
recent customer service experience of their choosing. They will also be asked on
what matters, from a menu of some 50 items, they wish to receive
communications and their preferred means of receiving these.
4. METHODOLOGY AND TIMING OF SURVEY
4.1 The survey will be available in both electronic form (on the municipal website)
and paper form (at commonly visited municipal facilities). A range of
communication means, including print advertising, social media and posters at
municipal facilities will be used to build awareness of and encourage residents to
access and complete the survey.
4.2 The survey will be available for residents' completion between Wednesday May
22nd and Friday June 7cn
4.3 To ensure valid and reliable results, a number of actions will be taken based on
best practices, including: extensive use of a five point Likert scale questioning;
pre-testing of the survey by customers to ensure it is clear and can be completed
REPORT NO.: CAO- 004-13 PAGE 3
in 10-15 minutes; implementation of information technology security and integrity
measures; the awareness building noted above. Responses from 430 residents
will generate a 95% confidence level that the results reported are within 4.7%
(plus or minus) of what is reported.
4.4 Paper completed surveys will be inputted by Staff, data reviewed to ensure
validity, reliability and clarity, results analyzed corporately and by departments
and actions developed for discussion with Council following the summer break.
5. CONCLUSION
Connecting Clarington is a strategic priority for the Municipality. Having good
information about customer's views of our services and communications is
integral to effectively connecting, strong financial management, and good
service. To gather this information, residents will be encouraged to complete a
customer service survey between May 22nd and June 7t". Staff will administer
the survey and report following the summer break on results and actions to
respond.
CONFORMITY WITH STRATEGIC PLAN —The recommendations contained in this
report conform to the following priorities of the Strategic Plan:
Promoting economic development
Maintaining financial stability
X Connecting Clarington
Promoting green initiatives
Investing in infrastructure
Showcasing our community
Not in conformity with Strategic Plan
Staff Contact: Curry Clifford, MPA, CMO, Corporate Initiatives Officer