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ROSHWEEE 1XIEQUEST FOR COUNCIL ACTION Date: March 2 81 2011 Item No.: 10 . b Department Approval City Manager Approval t Item Description: Presentation on Resident Survey Results Background 2 As a part of an approach to engage the community and seek citizen feedback on service 3 satisfaction, performance and budget priorities, the City commissioned a community survey to 4, examine in greater detail the programs and services offered. 6 A resident survey was designed and administered by Cobalt Community Research, a 501(c)3 "7 nonprofit coalition that was created to help governmental organizations measure, benchmark, 8 and manage their efforts. Their survey instrument is specifically designed to engage residents in 9 budget and planning decisions. The City can subsequently use the information from the survey 110 to help improve our service and program priorities, and allocation of' scarce resources, to increase 11 citizen satisfaction. 12 13 For citizen satisfaction benchmarking of various city services, the program employs the scientific 14, methodology of the University of Michigan's American Customer Satisfaction Index (ACSI) a 15 customer satisfaction metric for both government and the private sector. The ACSI measures 116 over two-thirds of the United States economy and produces scores for more than 100 federal 1 ��7 government agencies. In addition to asking questions regarding overall satisfaction, the survey 11 111",,'11 asks questions regarding actions the respondant is willing to take. The Index merges satisfaction 119 ratings with action ratings to determine an overall satisfaction rating. Roseville received a 72 on 2o a 100 point scale. The national average is 58. 21 22 In the budgeting module, residents were asked to rate how important it is for the City to fund 23 specific programs and services. Residents were also asked which budgetary action they would 24, support if there was not adequate funding to provide each service. Choices were to: eliminate the 25 service, reduce service level, maintain current service level or raise taxes & fees. With this 26 information available, the City Council can better align community expectations and support for 27 the various City services and programs through the Priority Based budgeting process. 28 29 William SaintAmour executive director of Cobalt Community Research will join us over the 30 internet for a presentation of the survey results. 31 32 POLICY OBJECTIVE 33 The Imagine Roseville 2025 visioning process identified this strategy for Making Roseville a 34, Welcoming Community: 35 "Benchmark and routinely seek community input to evaluate and continuously improve 1) 36 city services ". Page I of 2