Council responds to drop in satisfaction

August 09, 2017

Moira Shire Council survey reveals community feelings.

Moira Shire Council says its new council plan is a road map for tackling the challenges highlighted by the release of the 2017 Local Government Community Satisfaction Survey.

Moira Shire Mayor Gary Cleveland said council’s performance in the annual survey, commissioned by the Victorian Government, was steady in key areas.

However, community satisfaction with council’s customer service, advocacy and overall performance had dropped by three, three and four points respectively, he said.

Community satisfaction with council’s overall direction, making decisions in the interests of the community and community consultation were stable and in line with results for other large rural councils.

‘‘The survey results underscore the importance of delivering our council plan — a great place to live, a thriving local economy, a clean green environment and a well-run council,’’ Cr Cleveland said.

‘‘Our plan says our communities are actively involved in shaping their future, that we will provide a strong voice for our shire in the development and implementation of water policy and importantly we will listen and respond to the needs of our entire community.

‘‘Our commitment to improve our business processes and customer service is captured in two key commitments — council will be easy to do business with, and our customers will be at the centre of council service design and delivery.

‘‘So overall I am confident our council plan has us on a path to improve our results and more importantly improve our service delivery for the whole community.

‘‘We are looking forward to getting on and delivering these improvements and with them our results in next year’s survey.’’

Cr Cleveland said the survey also confirmed that council needed to improve how the community perceived council’s performance as well as actual performance with fewer respondents having contact with council during the 12 months prior to completing the survey.

‘‘In 2012 nearly seven out of 10 survey participants had actually experienced our service delivery first hand — this dropped to barely five out of 10 this year,’’ Cr Cleveland said.

‘‘It suggests that half of the people participating in the survey are providing responses based on what they have heard about council and the results suggest what they are hearing isn’t always positive.’’

The difference between real and perceived performance was highlighted by the drop in community satisfaction with sealed local roads.

‘‘This year we delivered our largest ever road maintenance and improvement program with more than $11million spent across the shire — but community satisfaction has dropped from 53 per cent satisfied last year to only 44 per cent this year,’’ Cr Cleveland said.

The annual Local Government Community Satisfaction Survey is commissioned by the Department of Environment, Land, Water and Planning on behalf of local councils across Victoria.

The survey involved 500 telephone interviews with randomly selected Moira Shire residents and took place in February and March this year.

●The results of Moira Shire Council’s Community Satisfaction Survey can be viewed on council’s website at:—Satisfaction—Survey

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