MUSTEL GROUP

• Introduction

Foreword

A resident survey was conducted to provide direction for up-coming budget planning. More specifically the research was designed to measure:

Resident service priorities;

Opinions of budget increases relative to service levels;

Satisfaction with customer service delivery.

Methodology

400 interviews conducted via a telephone survey with a random sample of residents, 18 years of age and over;

Specific steps taken to ensure the final sample would be representative of the community at-large, including:

- random selection of households contacted from an up-to-date listing of all households in the City (including both land lines and cell numbers);

- random selection of the individual interviewed within the household;

- up to 6 calls to the selected household/individual to minimize potential bias due to non-response;

- matching the sample (gender, age) to the most recent Statistics Canada data for the city

• Margin of error on sample: +/-5.0% at the 95% level of confidence;

• Interviewing conducted July 2nd to 5th, 2014;

• Questionnaire used and Report of Calls appended;

• Comparisons made to 2013 survey results where possible;

• Detailed computer tabulations presented under separate cover.

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MUSTEL GROUP MAHI" t R ( A CM

• Executive Overview

Resident Priorities

Road maintenance continues to be the top local issue that residents feel should receive the greatest attention from city council. At some distance, snow removal and fiscal issues including taxes and fees are other top issues of concern.

Of a list of activities or services provided by the city, the top priorities for residents from all demographic segments are:

Snow control

Drinking water supply

Fire protection (particularly for women) Police protection

When asked what city services they would like to see increased, the list includes the top issues of concern, snow control and road maintenance, in addition to garbage collection and recycling. Few suggestions are made for services that could be decreased.

Budget Issues

For the up-coming budget, opinions are relatively divided between cutting services to keep tax increases below 2%, and having a 2% to 3% increase with no cuts to services.

• The majority, seven-in-ten, believes setting employee salaries and benefits based on the compensation offered for similar jobs in other municipalities and other Prince George organizations is a reasonable method.

Customer Service and Communications

• Approximately four-in-ten residents have contacted the City of Prince George in the past 12 months, primarily for the purposes of some form of payment (taxes, utilities, and fines), road maintenance issues, by-law issues, or for general information.

continued

3

MUSTEL GROUP

• Executive Overview (cont'd)

Customer Service and Communications ( cont'd)

Approximately one-third of those who have contacted the city had to deal with more than one person to resolve their issue or question, with one-quarter requiring follow-up by the staff. The majority of this group felt the staff response was timely and were satisfied with the ability to get status up-dates.

Traditional media is the preferred method to receive information from the city, followed by email and mail. Preferences vary by age groups with older residents favouring traditional media and younger (under 55 years) being equally as comfortable with email.

Approximately one-in-three residents have used the city's website self-service options for a variety of purposes, but most commonly to complete the home owners grant application. Most residents are satisfied with the level of self-service options available.

• Residents tend to rate the city's customer service at least 'good' with almost one-in-three rating it 'excellent' or 'very good'. The findings are quite consistent by demographic segments of the population.

• Recommendations to improve customer service delivery include recommendations for communication (e.g., response time, up-dates), increasing staffing levels, improving interpersonal skills, and improving response times.

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MUSTEL GROUP MA.HM N sr AR ...

Detailed Findings

5

MUSTEL GROUP

• Most Important Issue Facing City of Prince George (Unprompted)

2013

Road maintenance j 18%

Taxes/utility fees • 10%

Fiscal responsibility/budget issues/employee salaries D 9%

Social welfare issues (i.e. healthcare, homelessness, education) • 9%

Economic development/downtown improvement • 9%

Snow removal D 8%

Accountability of City Council members • 6%

Environmental protection/air quality O 5%

Police services/crime/safety • 3%

Garbage/recycling D 3%

Infrastructure issues (i.e. sewers, sidewalks) D 2%

Business/rental licenses I 1 %

Parking issues I 1 %

Recreational facilities/parks I 1 %

Miscellaneous O 3%

No issue in particular/don't know c::J 12%

Base: Total 2013 (n=301) Total 2014 (n=400)

2014

,__ ___ __,, 35%

• 4% • 6% • 5% • 4% [=113%

D 3%

• 2% • 5%

• 2% • 1%

l:=J14%

• Road maintenance continues to be the top local issue that residents feel should receive the greatest attention from city council ( even more so than in the 2013 survey).

• At some distance, snow removal and fiscal issues including taxes and fees are other top of issues of concern.

• Note that in comparison to the 2013 survey (taken when the city was in the midst of contract negotiations with city employees), there is more focus on road maintenance and less mention of fiscal issues in this year's survey.

Q.1) In your view as a resident of Prince George, what is the most important local issue facing the dty, that is, the one issue you feel should receive the greatest attention from Oty Coundl? 6

MUSTEL GROUP M AHI'! f f 8 A C M

• Priority of Activities/Services Provided by City

82% IJ.ffl~

45% 40% 14%

44% 1ml 42%

40%

39%

34%

20%

21%

15%

23%

¼

Vo

%

• Residents were provided a list of activities or services provided by the city and asked to rate each in terms of its priority to them. (Note that road maintenance was not included on the list.)

• The top priorities for residents from all demographic segments are:

Snow control

Drinking water supply

Police protection

Fire protection

• The next tier includes:

Sewer systems

Economic development

Garbage collection

Snow control

Drinking water supply

Police protection

Fire protection

Sewer systems

Economic development (initiatives Prince George)

Garbage collection

Community recreation facilities

Sidewalk maintenance

Traffic signs/signals

Street cleaning

Street lighting

Bylaw enforcement

Library services

Public transit

Cyde and trail network 35% Community recreation facilities (for all age groups)

Base: Total (n=400)

• High priority C Low priority

c Medium priority CDon'tknow

Q.2) The following are activities or setvices provided by the Oty of Prince George through tax revenues. To what extent is each a priority to you?

Sidewalk maintenance

Street cleaning

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MUSTEL GROUP '-'AHK T " SlARC.,_.

> City Services Would Like to See Increased or Decreased

Services would like to seejncreased Snow control

Road maintenance/pothole repair

Garbage collection/recyding

Public transit

Community recreation facilities/parks

Landscaping maintenance/pest control (mosquitoes, caterpillars, etc.)

Cyde and trail network

Sidewalk maintenance

Bylaw enforcement

Performing arts/theatre

Sewer systems

Traffic signs/signals

Miscellaneous

No suggestions

Services would like to see decreased

Recreation facilities/programs

Police services

Funding for arts

Reduce the number of city employees

Bylaw enforcement

Economic development (initiatives Prince George)

Miscellaneous

No suggestions

Base: Total {n=400)

.__ _ _,j 18%

c::::J 13%

012% • 6% • 6% • 4%

• 3%

• 3%

• 3%

• 2%

a 2%

a 1%

D 4% .__ ________ j 45%

• 3%

a 2%

a 2%

D 1%

0 1%

0 1%

• 2%

I

Q.2b) Are there any Oty services you'd like to see increased? Q.2c) Are there any City services you'd like to see decreased?

•

•

! 89%

When asked what city services they would like to see increased, the list includes the top issues of concern, snow control and road maintenance, in addition to garbage collection and recycling.

Few suggestions are made for services that could be decreased.

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MUSTEL GROUP MARK 1 R SLA IC"l-1

> Preferred Option for Tax Increases/Service Levels

2013 2014

No tax increase but significant cuts to services 18% • 14%

Less than 2 percent increase with some cuts to services 25% I 130%

2 to 3 percent increase with no cuts to services 26% I 134% More than 3 percent increase with some improvement in • 14% • 11% service levels

Don't know 17% • 10%

Base: Total 2013 (n=301) Total 2014 (n=400)

Q.4/3) Prince George City Coundl is looking to set a budget that takes into account the current economic dimate but also has minimal impact on municipal services. Either a tax increase or a cut to services will be required to accomplish this. Which of the following is your preferred option?

• Opinions are relatively divided between cutting services to keep tax increases below 2%, and having a 2-3% increase with no cuts to services.

• Only approximately one-in-ten prefer improving service levels with a more than 3% increase in taxes.

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MUSTEL GROUP

> Opinions of Method to Determine City Employee Compensation

No 23%

Don't know 7%

Base: Total {n=400)

Yes 70%

Q.4) The City sets employee salaries and benefits based on the salaries and benefits of similar jobs in other BC munidpalities and on similar jobs in other Prince George public and private sector organizations. Do you think this is a reasonable method?

• The majority, seven-in-ten, believes setting employee salaries and benefits based on the compensation offered for similar jobs in other municipalities and other Prince George public and private sector organizations is a reasonable method.

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MUSTEL GROUP

• Contacted City in Past 12 Months and Reasons

No 59%

Base: Total (n=400)

Q.Sa) Have you contacted the Oty of Prince George in the last 12 months?

Yes 41% l

Reasons for Contacting the City

Taxes/utilities/parking fine payments, etc. j j 26% Road/sidewalk maintenance (i.e. pot holes, snow removal) j j 20%

Information j l 19%

Bytaw issues j l 17%

Water/sewer issues D 9% Suggestions/complaints about city workers/services • 6%

Garbage/recycling problems O 6%

Business licenses/permits • 6% Recreation programs/services • 4%

Public transit/taxi coupons D 3%

Street lighting issues D 2%

Personal licenses/permits a 2%

Miscellaneous • 6%

Don't recall D 2%

• Approximately four-in-ten residents have contacted the City of Prince George in the past 12 months, primarily for the purposes of some form of payment (taxes, utilities, and fines), road maintenance issues, by-law issues, or for general information.

Base: Respondents who have contacted the City of Prince George in the last 12 months (n=166)

Q.Sb) For what purpose? 11

MUSTEL GHOUP MA.HM. Jfl i ARCH

> Number of Staff Contacted

1 person

2 people i=J 22%

3+ people • 11 %

Issue not resolved/in progress D 7%

Don't know D 9%

Base: Respondents who have contacted the Oty of Prince George in the last 12 months (n=166)

Q.6) How many people did you need to deal with before the reason for your contact was taken care of?

• Approximately one-third of those who have contacted the city had to deal with more than one person to resolve their reason for contact (note another 7% are still in the process of resolving).

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MUSTEL GROUP

• Required Follow-up by Staff

No 74%

Yes 26%

Base: Respondents who have contacted the Oty of Prince George in the last 12 months (n=166)

Q.7a) Did the nature of your contact with the Oty require follow-up by staff? (i.e. Did someone have to get back to you with information on how the Oty intended to deal with your inquiry?)

Staff response was timely

Satisfied with status updates

Timely and satisfaction with status up-dates

74%

67%

CYes • No • N/a

Base: Respondents who required follow-up (n=43)

• One-quarter of residents who made contact with the city required follow-up by the staff.

• The majority of this group felt the staff response was timely, and were satisfied with the ability to get status up-dates.

Q.7b) Do you feel the staff response was timely given the nature of the issue?

Q. 7c) Were you satisfied with your ability to get status updates, if relevant?

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MUSTEL GROUP MARI< l ft SCA 'CH

• Preferred Method to Receive Information From City

Total

Radio/television/newspaper - 38%

Email - 28%

Mail - 28%

Qty website - 16%

Telephone • 13%

Newsletter/pamphlet/flyer/brochure I 8%

Social media (twitter, facebook) I 6%

Miscellaneous I 2%

No contact;don't know I 5%

Base: Total {n=400)

18-34

I 28%

J 35%

I 31%

[:J 1s% • 14%

D 4%

• 9%

~ 2%

D 6%

Age

35-54 55+

I 36%

I 30% i=i 19%

I 27% I 26%

[:J 18% U 15% • 14% 1:111% • 8% • 12% • 8% ~ 1%

a 3% I 1%

D 6% D 4%

Q.8) How would you like the Oty of Prince George to communiaJte information to you?

1 s1%

• Traditional media is the preferred method to receive information from the city, followed by email and mail.

• Preferences vary by age groups with older residents favouring traditional media and younger (under 55 years) being equally as comfortable with email.

• Note that a relatively limited group (regardless of age) cite the website, indicating that residents tend to prefer information to be directed to them rather than self­initiated.

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MUSTEL GROUP MAHM 1 R SIA CH

• Purpose for Using City's Website Self-service Options

To complete home owner grant applications I 17%

To register and pay for recreation programs D 7%

Check/pay property tax D 5%

Garbage/recycling information/payment O 5%

Information about city services in general D 4%

Road maintenance (i.e. pot holes, snow removal) 0 3%

Information on recreation programs/services D 3%

Search job postings • 2%

To pay for parking notices a 2%

Bylaw enforcement/information a 2%

To pay for business license renewals O 2%

To pay for dog license renewals O 1 %

Miscellaneous O 4%

Haven't used ..... ----------., 63%

Base: Total (n=400)

Q.9) Have you ever used the City's website customer self-service options?

• Approximately one-in-three residents have used the city's website self­service options for a variety of purposes, but most commonly to complete the home owners grant application.

15

MUSTEL GROUP

> Satisfaction with Level of Self-service Options

No 7%

Don't know 10%

Yes 83%

Base: Respondents who have used the Oty's website customer self-service options (n=150)

Q.10a) Are you satisfied with the level of self-service options available to you on the City's website?

Users of self-service options* Suggestions for Other Options: (150)

Information regarding construction codes Parking permit registration

Event liStings

Interact/email money transfer payments No suggeStions

#

1

1

1 1

146

Q.1 Ob) Are there self-service options you wish were available to you on the website that aren't currently? If yes, what?

* Note results shown as number of responses rather than percentages due to low base size.

• Most residents are satisfied with the level of self-service options available. The few suggestions made for additional services are: information regarding construction codes, parking permit registration, event listings, and ability to pay by interact or email money transfer.

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MUSTEL GROUP MAH...: l U St.:ANCM

• Satisfaction Levels with Accessibility of City Services

Hours of operation

Accessibility of city services

Contact with employees in person, by telephone, by email

Website (ease of navigation, availability of information, self-service options)

Hours of service

Base: Total with an op;nion

91%

91%

90%

89%

82%

CYes • No

Q.11) Are you generally satisfied with the accessibility of Oty Services?

• Residents tend to be satisfied with the accessibility of city services. Approximately one-in­ten are dissatisfied (increasing to two-in-ten for hours of service).

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MUSTEL GROUP '""A'K 1A SfAtCI-'

> Importance of Dealing with Single Person for Issues or Questions

Very important

Somewhat important

Not at all important

Not very important

Don't know

I s% } • 13%

~ 2%

Base: Total {n=400)

44%} 80%

36%

180/o

Q.12) How important to you is the ability to deal with most of your issues or questions to City Hall by contacting a single person?

• For most, it is important to be able to deal with a single person on most issues or questions.

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MUSTEL GROUP

• Overall Impression of City's Customer Service Delivery

Excellent I s% } 29% Very good - 24%

Good 51%

Fair • ••%} 16% Poor 12%

Don't know D 4%

Base: Total {n=400)

Q.13) What is your overall impression of the Oty of Prince George's Customer Service delivery?

• Residents tend to rate the city's customer service at least 'good' with almost one-in-three rating it 'excellent' or 'very good'.

• The findings are quite consistent by demographic segments of the population.

19

MUSTEL GROUP ,_.ARI": 1 Rl::SLARCt-4

> Recommendations to Improve Customer Service Delivery

Improve communication (i.e. response time, provide feedback, updates) D 10%

Hire more people • 5%

Improve customer service skills (i.e. friendly, patient, helpful) a 4%

Faster turnaround/resolution ~ 3%

Extend hours/24 hour service I 2%

Improve website (i.e. self- service options, ease of navigation) I 2%

Improve accessibility in all areas (in person, phone, web) I 2%

Reduce red tape/bureaucracy I 2% ,..._1111!!11!1!!!!!!!!!!11111

No suggestion ..,__.,.. __ __, 71 %

Base: Total (n=400)

• Recommendations to improve customer service delivery include recommendations for communication, increasing staffing levels, improving interpersonal skills, and improving response times.

Q.14) What one thing do you think the City could do to improve its Customer Se/Vice delivery?

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MUSTEL GROUP

> Demographic Profile

Total 2013 Total 2Q14 (301) (400)

% % Gender

Male 49 49 Female 51 51

Age

18 to 34 31 31 35 to 44 18 18 45 to 54 20 20 55 to 64 17 17 65 or better 15 15 Refused <l

Years Living in Prince George Less than 5 years 9 7 5 to 9 years 8 10 10 to 19 years 15 18 20 to 24 years 15 9 25 to 29 years 11 7 30 to 39 years 15 21 40 plus years 26 27 Refused 1 <1

Average number of years 27 28 continued

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MUSTEL GROUP MA.HK 1 SEARCH

• Demographic Profile (cont'd)

Total 2014 (400)

% Household Income

Less than $20,000 8 $20,000 to less than $35,000 12 $35,000 to less than $50,000 11 $50,000 to less than $65,000 9 $65,000 to less than $80,000 12 $80,000 to less than $100,000 12 $100,000 or more 23 Don't know/refused 14

Level of Education

Less than grade 12 11 Grade 12 graduation 24 Technical or vocational school 7 Some college or university 15 University degree or college diploma 32 Post-graduate degree 9 Prefer not to say 3

Home Tenure

Own 77 Rent 22 Refused 1

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MUSTEL GROUP

Report of Calls

Questionnaire

23

MUSTEL GnOUP MAfklA AC,-.

, • Report of Calls

Report of Calls

Total eligible numbers

Busy/no answer/answering machine

Selected/eligible respondent not available (inc. out-standings callbacks/appts. )/illness/incapable

Total Asked

Household/respondent refusal

Over quotas for gender or age/out of city/city employees

Completed interviews

% of total eligible numbers

Total

3,977

32%

9%

1,860

20%

452

400

10%

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City of Prince George JUNE 28'14

Hello, my name is _____ _, from Mustel Research Group, a professional public opinion research company. We are conducting a brief survey on behalf of the City of Prince George regarding community

services and budgets. First of all, are you or any members of this household employed by the City of Prince George? IF YES, END INTERVIEW.

To randomize our interviews, I' d like to speak to the [male/female] in your household who is 18 years of age or older, a resident of the City of Prince George and whose birthday comes next. Would that be you?

IF YES, CONTINUE.

IF NO, ASK: "May I please speak to that person" (RE-READ INTRODUCTION) IF NECESSARY, SCHEDULE CALL-BACK TIME.

IF NECESSARY: Client contact for verification purposes is

Kathleen Soltis

Director of Corporate Services City of Prince George

250 561 7630

A. Gender: RECORD

Male Female

1. In your view as a resident of Prince George, what is the most important local issue facing the City, that is, the one issue you feel should receive the greatest attention from City Council? (ONE RESPONSE ONLY)

2a. The following are activities or services provided by the City of Prince George through tax revenues. To what extent is each a priority to you?

Bylaw Enforcement

Community Recreation Facilities

Cycle and Trail Network

Drinking Water Supply

Economic Development (Initiatives Prince George) Fire Protection

Garbage Collection

Library Services

Police Protection Public Transit

Sewer Systems

Sidewalk Maintenance

Snow Control

City of Prince George Page 1

Street Cleaning Street Lighting Traffic Signs/Signals

City of Prince George JUNE 28'14

2b) Are there any City services you'd like to see increased

If No, continue to next question ...

If Yes, which? (PROBE: Any other services?

2c) Are there any City services you'd like to see decreased?

If No, continue to next question ...

If Yes, which services? PROBE: Any other services?

3. Prince George City Council is looking to set a budget that takes into account the current economic climate but also has minimal impact on municipal services. Either a tax increase or a serviced decrease may be required to accomplish this. Which of the following is your preferred option?

No tax increase but significant cuts to services Less than 2 percent increase with some cuts to services 2 - 3 percent increase with no cuts to services More than 3 percent increase with some improvement in service Levels Don't know

4. The City sets employee salaries and benefits based on the salaries and benefits of similar jobs in other BC municipalities and on similar jobs in other Prince George public and private sector organizations. Do you think this is a reasonable method?

Yes/No

Sa. Have you contacted the City of Prince George in the last 12 months? Yes No, GO TO Q.8 ...

Sb. for what purpose? (Some examples follow.) Information Taxes/Utilities/Parking fine payments, etc. Bylaw issues Business licenses/permits

6. How many people did you need to deal with before the reason for your contact was taken care of?

7a. Did the nature of your contact with the City require follow-up by staff? (i.e. Did someone have to get back to you with information on how the City intended to deal with your inquiry?)

Yes No GOTO Q.8

City of Prince George Page 2

City of Prince George JUNE 28'14

7b. Do you feel the staff response was timely given the nature of the issue?

7c. Were you satisfied with your ability to get status updates, if relevant? (Yes/No/N/A)

8. How would you like the City of Prince George to communicate information to you? Mail Radio/television/newspaper Newsletter/pamphlet/flyer/brochure Telephone City website Social media (Twitter, Facebook) E-mail Other: ______ _

9. Have you ever used the City's website customer self-service options? If Yes, which? (check any that apply)

To complete Home Owner Grant applications To pay for parking notices To pay for dog license renewals To pay for business license renewals To register and pay for recreation programs

If No, GO TO Qll.

10a. Are you satisfied with the level of self-service options available to you on the City's website? Yes/No

b. Are there self-service options you wish were available to you on the website that aren't currently? If yes, what?

11. Are you generally satisfied with the accessibility of City Services? Hours of operation Yes/No After-hours service Yes/No Contact with employees in person, by telephone, by email Yes/No Website (ease of navigation, availability of information, self-service options) Yes/No

12. How important to you is the ability to deal with most of your issues or questions to City Hall by contacting a single person?

Very important Somewhat important Not very important Not at all important

13. What is your overall impression of the City of Prince George's Customer Service delivery? Excellent/ very good/ good/fair/poor

City of Prince George Page 3

City of Prince George JUNE 28'14

14) What one thing do you think the City could do to improve its Customer Service delivery?

DEMOGRAPHICS:

Just a few final questions for analysis purposes only ..... B. Into which of the following age groups may I place you?

18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or better

Do you own or rent your home?

Own Rent

C. Which of the following categories best describes your total annual household income before taxes?

D.

E.

Less than $20,000 $20,000 to less than $35,000 $35,000 to less than $50,000 $50,000 to less than $65,000 $65,000 to less than $80,000 $80,000 to less than $100,000 $100,000 or more Don't know Prefer not to say

What is the highest level of education you have had the opportunity to complete?

Less than Grade 12 Grade 12 graduation Technical or vocational school Some college or university University degree or college diploma Post-graduate degree Prefer not to say

How long have you lived in Prince George?

Less than one year

__ years

On behalf of the City of Prince George, thank you for your participation and valued input.

City of Prince George Page4