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City of Burlington Community Insight Panel
Jodi Shanoff, Sr. Vice President Phone: 416-642-7699 Email: [email protected]
City of Burlington– Community Insight Objectives
1. Increase the number of citizens who engage with Burlington
2. Build an online community that is more broadly based and reflective of
citizens’ views than traditional consultation approaches
3. Educate citizens via two-way communications and guided online discussions to ensure informed feedback
4. Engage citizens on an ongoing basis for policy creation and innovation
5. Test planning, implementation and messaging of city initiatives
Effective Citizen Consultation?
Market Terminology
Panels Communities
What is a Community Insight Panel?
• It’s an online forum for your citizens and stakeholders to engage in moderated, monitored, two-way communication.
• It enables ongoing engagement, not just one-off surveying. Best practices include an online citizen consultation at least once a month.
• It enables more reflective feedback. With a Vision Critical online forum, it’s extremely difficult for an interest group to “stack the deck” as might happen at a town hall meeting or via less secure online surveys.
• Feedback is fast. Once set up, a city may write a survey, deploy it and receive input in as little as 24 hours.
• Panelists may participate via their computer, tablet or mobile phone.
• A Community Insight Panel enables communication of city initiatives in a meaningful way, using videos, infographics, documents, power point presentations etc.
Qualitative and Quantitative Feedback in the Same Place
A targeted group of customers, stakeholders, citizens, service users…who you engage with and learn from over time.
It’s an ongoing conversation with your key stakeholders…
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A few of our Insight Community clients…
How is VC Different from Competitors?
• We are a full-service market and public opinion research firm, offering a full-range of service and levels of support.
• Our platform is not a one-off tool. It is a virtual environment in which the information collected through quantitative and qualitative inquiries is accumulated over time to provide a longitudinal understanding of your citizens and their opinions on issues.
• In addition to professional research and project management, advanced analytical team is able to execute deeper dives into data to uncover drivers of behaviour and correlation between attitudes.
• Investments in “research on research” have resulted in highly visual and engaging survey questions – not just standard approaches with radio buttons and flat grids.
• Unlike many of our competitors, we are a Canadian-owned company, with our two largest offices in Toronto and Vancouver. All client data resides on servers located in Calgary and subject to stringent privacy and security oversight.
A Meaningful Way of Consulting with Citizens
Quantitative Feedback: Budget Consultation
Communicate budgeting realities and impact:
Quantitative Feedback: Message Evaluation
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Mobile Capabilities for Sparq™
Vision Critical Mobile Surveys are an extension of the core promise we make to our clients: to deliver the best survey experience possible. With Vision Critical Mobile Surveys, respondents will have the option to view surveys which will be automatically converted and optimized for their mobile device. Our surveys are formatted for the specific device used by the member – desktop/laptop computer, smartphone, or tablet, and are enabled with the click of the mouse on the back-end.
Create your survey once – let the technology do the rest
For more information, best practices and papers related to mobile research, click here
City of Burlington Pilot Study March 2013
Recommendation as a Place to Live, Work and Visit
Definitely would recommend 73% 61% 46%
Probably would recommend
22%
32%
45%
TOTAL 94% 93% 92%
Live Visit Work
Q2 Would you recommend Burlington as a place to live, work and visit? Base: All respondents (n=153)
Ratings of City’s Performance in Service Areas
MEAN
Excellent/ Above
Average (Rated 6-10) MEAN
Excellent/ Above
Average (Rated 6-10)
Water 8.3 89% Police Services 7.7 87%
Fire Services 8.1 87% Waste Management 7.6 86%
Recreation Services 7.9 88%
Wastewater and Treatment
7.5 77%
Libraries 7.8 83% Public Health 7.4 77%
Parks & Urban Forestry
7.8 92% Conservation Authority 7.3 84%
Q3 Below is a list of the services the City of Burlington and Region of Halton provide to businesses and residents in the City. Please rate the job you think the City of Burlington and Region of Halton is doing in providing each type of service. Please use a scale from 0 to 10, where “0” means you feel the City/Region is doing a “very poor job”, and “10” means you feel the City is doing an “excellent job”. A “5” means they’re doing an “average job”. You can select any number between 0 and 10.
Base: All respondents (n=153)
Relationship Between Performance and Importance Across Service Areas
Impo
rtan
ce
Performance Strong Performance
Less Important
Strong Performance Very Important
Poor Performance Less Important
Poor Performance Very Important
Public Health
Police Services
Wastewater and Treatment
Fire Services Water
Waste Management
Conservation Authority
Libraries
Recreation Services
Animal Services
Parks and Urban Forestry
By-law Enforcement
Corporate, Operational and
Council
Environmental Stewardship
Heritage
Long-Term Care
City Planning & Research Cultural Services
Downtown Parking
Housing
Economic Development
Roadway Maintenance
Public Transit
Roadway Infrastructure
Building Approvals
Social & Community
Support Services
Allocation of Budget Dollars Among Service Areas
Q5 Now we would like you to think in terms of a spending allowance – spend more on some things and less on others, as a way to show us your priorities for the City of Burlington and Region of Halton. Imagine that you have $100 to fund different services delivered in Burlington. Please use the sliding arrows below to indicate what amount of the total budget you would like to see spent on each of the following services. The total should add to $100.
Base: All respondents (n=153)
1. Fire Services $$$$$$$$ $8.10 14. Social & Community Support Services $$$ $3.40
2. Police Services $$$$$$$ $7.60 15. City Planning & Research $$$ $3.10
3. Roadway Infrastructure $$$$$$ $6.70 16. Economic Development $$$ $3.00
4. Public Health $$$$$$ $6.50 17. Conservation Authority $$ $2.70
5. Water $$$$$$ $6.10 18. Libraries $$ $2.50
6. Recreation Services $$$$$$ $6.10 19. Housing $$ $2.50
7. Roadway Maintenance $$$$$ $5.80 20. Cultural Services $$ $2.10
8. Wastewater and Treatment $$$$ $4.60 21. Environmental Stewardship $ $1.90
8. Public Transit $$$$ $4.60 22. By-law Enforcement (including parking) $ $1.90
10. Waste Management $$$$ $4.50 23. Building Approvals $ $1.70
11. Corporate, Operational and Council $$$ $3.80 24. Animal Services $ $1.50
12. Parks & Urban Forestry $$$ $3.70 25. Heritage $ $1.30
13. Long-term Care $$$ $3.60 26. Downtown Parking $ $1.10
Mean Allocation Mean Allocation
How It All Happens
How Does it Work?
• Step 1: We work together to build the Community Insight Panel, complete all the necessary setup procedures, design the profiling questionnaire and the creative look and feel of your Forum’s online tools. This process usually takes eight weeks.
• Step 2: Residents are invited to join the online Panel through direct mailing or organized PR/Communications campaign.
• Step 3: Licenses for the software and panel management are setup and are paid monthly.
• Step 4: The panelists are engaged on a regular basis.
• Step 5: As needed, VC resources are used to support engagement activities.
• Step 6: Results are distributed according to the permission levels you set.
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Assistance w/ Newsletters
Annual Refreshing
Portal Design &
Set-up
Incentive Program
Management
Community Support
Optimal Community Distribution
Community Health
Profiling Questionnaire
Recruitment
Sparq Training
Community Insight Panel
Vision Critical Deliverables
Vision Critical’s Ongoing Involvement
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Client Research
Live Chat’s: Sponsors Quant: New sponsor promo testing 1/4ly touch base: panel update
Forum: Open forum on Pan Am Events Quant: CSI follow up
Forum: Live chat – product loyalty Quant: NPD Concept testing 1/4ly touch base: panel update
Forum: Attending big events Quant : Ad Campaign pre-testing 1/4ly touch base: panel update
Forum: Open forum on ticketing Quant: CSI follow up
Forum: Brand building discussion Quant: TO2015 Merchandise survey
Forum: Open forum for volunteers Quant: Volunteer engagement testing
Forum: Photo upload – what does your fridge door look like? Quant: Annual tracking study
MAY Forum: Library Services Quant: Taxation Value
SEP Newsletter Quant: Campaign/ Ad Creative testing
JUN Newsletter Quant: Ad Campaign pre-testing
OCT Forum: Downtown Burlington Discussion Quant: Private Tree By-Law Review
JAN Forum: Transportation Masterplan Quant: Parking fees
MAR Newsletter Quant: Budget message testing
JUL Forum: Engagement opportunities Quant: Recreation and Parks Month evaluation
NOV Forum: Volunteering Quant: Health Care and Emergency Services
FEB Forum: Parks & Rec Quant: Budget Priorities
APR Forum: Traffic Congestion Solutions Quant: Commuting
AUG Forum: City family festivals Quant: Deep dive on citizen satisfaction
DEC Newsletter Quant: Website usability and impressions
Frequently Asked Questions
Q: Can this be combined with a traditional face-to-face consultation strategy? A: Yes, in fact the two methods can work very well in concert. Often clients will look to a Community Insight Panel to validate findings from smaller, qualitative consultations in a more robust, quantitative setting. Q: Can VC work with another public consultation firm we designate? A: Yes, we are happy to work with other teams and have them use our tools to get the best outcomes. Our Sparq platform is a flexible and intuitive tool that can be leveraged by any group with minimal training.
