A $25,000 survey of Mountain View County ratepayers in January and February has found satisfaction in some areas of county service and room for improvement in others.
“I think overall it's a value for us because you can't get better if you don't ask the questions,” Deputy Reeve Patricia McKean said during the April 2 policies and priorities meeting, which she chaired.
Conducted by NRG Research Group, the ratepayers services survey gathered opinions regarding five service areas: administration/council; legislative, community and agricultural service; public works; planning and development; and corporate services, including taxes and budgets.
The telephone and online survey reached more than 400 residents. The results were presented to the April 2 policies and priorities committee, made up of sitting councillors.
The survey's objectives included indicating overall satisfaction with MVC services, determining the level of satisfaction with the delivery of information, gauging satisfaction with customer services, assessing residents' perceived value of property taxes, and identifying areas of service gaps and opportunities for enhancing services.
Regarding administration and council, respondents were asked to rate their satisfaction to five questions, including:
• The adequacy of information you receive about MVC council decisions and processes? Seven per cent were very dissatisfied, 15 per cent were very satisfied, and 73 per cent were somewhere in the middle. (As with all the survey questions, some respondents chose not to provide comment).
• The accessibility of your local councillor? Three per cent were very dissatisfied, 21 per cent were very satisfied and 57 per cent were somewhere in the middle.
• The accessibility of MVC in general? Three per cent were very dissatisfied, 15 per cent were very satisfied, and 70 per cent were somewhere in the middle.
Regarding legislative, community and agricultural services, respondents were asked to rate their satisfaction with a number of statements, including the following:
• The county provides adequate access to recreation and library facilities within the area? Four per cent said they strongly disagree, 30 per cent said they strongly agree, and 60 per cent were somewhere in the middle.
• Ambulance services are adequate within the county? Four per cent said they strongly disagree, 25 per cent said they strongly agree, and 64 per cent were somewhere in the middle.
• Police and patrol services are adequate in the county? Four per cent said they strongly disagree, 20 per cent said they strongly agree, and 73 per cent were somewhere in the middle.
• The county does a good job of supporting agricultural industries in the area? Two per cent said they strongly disagree, 16 per cent said they strongly agree, and 69 per cent were somewhere in the middle.
• The county does a good job protecting the environment? Four per cent said they strongly disagree, 16 per cent said they strongly agree, and 73 per cent were somewhere in the middle.
Regarding public works, respondents were asked to rate their levels of satisfaction to seven questions, including:
• The level of service and response on county roads during the winter, including snow clearing and removal? Twelve per cent said they were very dissatisfied, 16 per cent said they were very satisfied, and 72 per cent were somewhere in the middle.
• Grading and gravelling of county roads during the summer? Seven per cent said they were very dissatisfied, 11 per cent said they were very satisfied, and 78 per cent were somewhere in the middle.
• The level of service and response on county roads during the summer, including dust control? Nine per cent said they were very dissatisfied, eight per cent said they were very satisfied and 77 per cent were somewhere in the middle.
• Mountain View County's response to inquiries regarding road issues. Eight per cent were very dissatisfied, nine per cent were very satisfied, and 68 per cent were somewhere in the middle.
“When asked whether they would support potentially increasing taxes for additional resources to improve and enhance public works services in Mountain View County, only 14 per cent of ratepayers would support such an initiative while more than half (54 per cent) would not support a tax increase,” NRG research consultant Kim Scott told the policies and priorities committee.
Regarding tax and finance, respondents were asked to rate their levels of satisfaction to a number of statements, including: “The taxes I pay to Mountain View County are put to good use by the county.” Six per cent strongly disagreed, eight per cent strongly agreed, and 80 per cent were somewhere in the middle.
A number of recommendations came out of the survey.
“Generally speaking, ratepayers tend to be somewhat satisfied with the services provided by Mountain View County,” said Scott. “One element that can be highlighted as an area for increasing satisfaction overall is the communication of information to ratepayers.
“Generally speaking, ratepayers would like to see more information being distributed to residents on a number of topics, including public works, council decisions, the county's financial position and many other topics.”
Tim Chan, vice-president of NRG, added: “We have identified some opportunities.”
The survey is scheduled to be the first of a series to be conducted over the next number of years.
“The purpose is to compile a baseline of data that will be usable in development and enhancement of county services and to provide information on success rates of services in the opinion of county residents and ratepayers,” said CAO Tony Martens.
County councillor Duncan Milne said he believes the long-term value of the 2014 survey will come when compared to the results of future surveys.
"It's a value for us because you can't get better if you don't ask the questions" Deputy Reeve Patricia McKean
