Strong results for Council

Friday, 22 June 2018

The 2018 Local Government Victoria Community Satisfaction Survey results are in, and Council continues to achieve a strong performance, maintaining its level better than the State average and above other rural Councils.

Borough of Queenscliffe Mayor, Councillor Susan Salter, welcomed that the report highlighted that the new initiatives introduced over the first year as a Council was starting to impact satisfaction levels.

“The report confirms that people are noticing our focus on project progress, the listening posts, improving advocacy and increasing our involvement in the community. The survey results also inform us directly regarding work that requires further attention by Council,” said Cr Salter.

Local Government Victoria coordinates the commissioning of the Community Satisfaction Survey each year. The survey is conducted by phone with a minimum of 400 people throughout each municipality, including resident and non-resident rate payers.

The final report compares Council’s performance to state-wide results drawn from 64 of the 79 Victorian councils, and to the survey scores of sixteen other Local Government Authorities in the small rural councils grouping, including the municipalities of Alpine, Ararat, Benalla, Buloke, Central Goldfields, Gannawarra, Hepburn, Hindmarsh, Indigo, Loddon, Mansfield, Murrindindi, Pyrenees, Towong, West Wimmera and Yarriambiack.

The Borough of Queenscliffe’s overall performance (index score of 62) is still rated statistically significantly higher than the average rating for councils State-wide and in the Small Rural group (index scores of 59 and 56 respectively).

Customer service is one of Council’s highest performance ratings for a core measure, a 3-point increase on last year’s customer service index score. Also impressive – a positive shift in the views of Borough of Queenscliffe residents (index score of 75) have recorded a significant increase in their rating of customer service by 6 points over 2017 (index score of 69).

With an index score of 81, Council’s positive performance in waste management continues. Council also performed strongly in appearance of public areas, with an index score of 77, and elderly and support services 75.

When asked to describe the best thing about Council, top responses included the location and the community atmosphere.

As well as reporting on areas where Council is performing strongly, the survey results help Council to identify areas needing improvement. More people rate Council’s overall performance as ‘very good’ (14%) compared to the proportion who rate it ‘very poor’ (4%).

However, survey responses highlighted community consultation, inappropriate development and communication as areas of performance with room to improve. This feedback has been reviewed by Council in order to identify opportunities for service improvement and intervention, both now and in the future.

Results of the 2018 Community Satisfaction Survey will be included in Council’s Annual Report.