Food for thought from recent survey

The 2024 Residents’ Survey and the results prompted some earnest discussion at the Central Otago District Council meeting (Wednesday 30 October 2024) in the areas that Council scored well, but in particular, where there was room for improvement.

CODC Communications and Engagement Officer Deborah Beange talked elected members through a summary.

The Council performed the strongest in customer service, kerbside recycling, libraries and sportsgrounds, which were all in the 90 percent range in satisfaction level. Overall satisfaction with council services in 2024 was 76%, compared to 80% in 2023. When compared to 2023, the drop in satisfaction was marginal (from 80% satisfaction in 2023).

Council’s performance was weakest in resource consents, noise control, building consents, council communications and environmental health inspections. Satisfaction with these services was in the 50 to 60 percent range, compared to the mostly 70 to 80 percent range in 2023.

Elected members’ performance scored considerably lower this year, in the 40 percent range for Council members and the 50 percent range for community board members, with an almost 30% reduction in satisfaction level compared to 2023.

Ms Beange gave some context to the figures and the timing of when some of the more contentious issues were presented to the community, citing the fact that the survey opened 13 June and was constrained by the Annual Report deadlines in August. Prior to June, the community was consulted on the council/community board delegations, Annual Plan (closed 26 May), which included the significant rates increase.

Members took the feedback on the chin, amidst some robust discussion.

Cr Cheryl Laws raised concerns at the apparent lack of confidence that people had shown: “We engage but we do not listen”, citing the recent decision to use a district-wide approach to the funding of council services, which seemed to fly in the face of public opinion. She believed the Council could have done a better job of explaining to the community as to how it arrived at this decision.

CODC Community and Engagement Manager Paula Penno said this was an example of an opportunity to articulate ‘the why’ behind final decisions, with which Deputy Mayor Neil Gillespie concurred, while also noting that “Consultations are not a referendum, but I would agree we need to explain it better to help people understand where we got to where we did, and why.”

New Central Otago Mayor Tamah Alley commented that except for the significant drop for elected members, the survey results were mostly good news, with satisfaction only slightly reduced despite the context in which the survey was conducted

Key points from the two customer surveys conducted this year:

Residents’ Survey

• 455 responses. Accurate to a margin of error of +/- 4.5, 95% confidence level.
• Overall satisfaction with Council services reduced from 80% in 2023 to 76% in 2024, which is within the margin of error (+/- 4.5). No statistical drop in satisfaction of Council services.
• Top priority districtwide – water supply 23%
• Top sources of information – community newspapers/bulletins 55%, CODC site 50%
• Council member performance – 29% decrease in satisfaction
• Community board member performance – 13% decrease in satisfaction
• Elected members making a positive difference – 33% decrease in satisfaction.

For more details go to: Agenda of Council meeting - Wednesday, 30 October 2024

Service Request Survey

• Conducted in March 2024, covered 1 July 2023 - 29 February 2024
• An increase in satisfaction on the three key questions
• Friendly and courteous - 3% increase
• Fast and efficient – 9% increase
• Dealt with effectively – 9% increase