Within tables and index score charts throughout this report, statistically significant differences at the 95% confidence level are represented by upward directing blue and downward directing red arrows. Significance when noted indicates a significantly higher or lower result for the analysis group in comparison to the ‘Total’ result for the council for that survey question for that year. Further, results shown in red indicate a significantly lower result than in 2013, while results shown in blue indicate a significantly higher result than in 2013. FURTHER INFORMATION Further information about the report and explanations about the State-wide Local Government Community Satisfaction Survey can be found in Appendix A, including: Background and objectives Margins of error Analysis and reporting Glossary of terms CONTACTS For further queries about the conduct and reporting of the 2014 State-wide Local Government Community Satisfaction Survey, please contact JWS Research on (03) 8685 8555. KEY FINDINGS AND RECOMMENDATIONS Across Victorian councils, there have been significant increases on the core measures of overall performance, customer service and advocacy. Consultation and overall council direction ratings remain unchanged from 2013. The average overall performance rating has increased by 1 point in 2014, to a score of 61. This overall performance increase has been driven by significant increases from last year’s 2013 results among Inner Metropolitan councils, Outer Metropolitan councils, Small Rural Shires, women, and 65+ year olds. In 2014, Inner Metropolitan councils, Outer Metropolitan councils, women, 18-34 year olds and 65+ year olds award significantly higher than average 2014 overall performance ratings across the state.
CUSTOMER SERVICE 71 71 72 OVERALL COUNCIL DIRECTION 52 53 53 2014 Summary of Core Measures Detailed Analysis Performance Measures Overall 2014 vs. Overall 2013 Highest score amongst Lowest score amongst OVERALL PERFORMANCE 61 1 points higher Inner Melbourne Metro Large Rural Shires COMMUNITY CONSULTATION (Community consultation and engagement) 57 Equal 18-34 year olds 50-64 year olds ADVOCACY (Lobbying on behalf of the community) 56 1 points higher 18-34 year olds 50-64 year olds CUSTOMER SERVICE 72 1 points higher Inner Melbourne Metro Large Rural Shires OVERALL COUNCIL DIRECTION 53 Equal Outer Melbourne Metro 50-64 year olds 2014 Summary of Key Community Satisfaction Percentage Results Very good Good Average Poor Very poor Can't say Overall Performance 11 40 35 9 4 1 Community Consultation 8 32 32 13 5 9 Advocacy 6 27 32 11 4 19 Customer Service 32 38 16 7 5 1 Individual Service Areas Summary Key Results Highest results in 2014 Art centres and libraries (75) Waste management (73) The appearance of public areas (72) Lowest results in 2014 Unsealed road maintenance (45)
and the council group, an ‘index score’ has been calculated for such measures. The index score is calculated and represented as a score out of 100 (on a 0 to 100 scale), with ‘can’t say’ responses excluded from the analysis. The ‘% RESULT’ for each scale category is multiplied by the ‘INDEX FACTOR’. This produces an ‘INDEX VALUE’ for each category, which are then summed to produce the ‘INDEX SCORE’, equating to ‘60’ in the following example. Scale Categories % Result Index Factor Index Value Very good 9% 100 9 Good 40% 75 30 Average 37% 50 19 Poor 9% 25 2 Very poor 4% 0 0 Can’t say 1% -- INDEX SCORE 60 Similarly, an index score has been calculated for the core question ‘Performance direction in the last 12 months’, based on the following scale for each performance measure category, with ‘Can’t say’ responses excluded from the calculation. Scale Categories % Result Index Factor Index Value Improved 36% 100 36 Stayed the same 40% 50 20 Deteriorated 23% 0 0 Can’t say 1% -- INDEX SCORE 56 Index Scores Significant Difference Calculation The test applied to the indexes was an Independent Mean Test, as follows: Z Score = ($1 - $2) / Sqrt (($3*2 / $5) + ($4*2 / $6)) Where: $1 = Index Score 1 $2 = Index Score 2 $3 = unweighted sample count 1 $4 = unweighted sample count 1 $5 = standard deviation 1 $6 = standard deviation 2