Background and objectives - Glen Eira City Council Community Satisfaction Survey throughout...

2J00533 Community Satisfaction Survey 2017 - Glen Eira City Council

Background and objectives

Survey methodology and sampling

Further information

Key findings & recommendations

Summary of findings

Detailed findings

• Key core measure: Overall performance

• Key core measure: Customer service

• Key core measure: Council direction indicators

• Communications

• Individual service areas

• Detailed demographics

Appendix A: Detailed survey tabulations

Appendix B: Further project information


Welcome to the report of results and recommendations for the 2017 State-wide Local Government

Community Satisfaction Survey for Glen Eira City Council.

Each year Local Government Victoria (LGV) coordinates and auspices this State-wide Local

Government Community Satisfaction Survey throughout Victorian local government areas. This

coordinated approach allows for far more cost effective surveying than would be possible if councils

commissioned surveys individually.

Participation in the State-wide Local Government Community Satisfaction Survey is optional.

Participating councils have various choices as to the content of the questionnaire and the sample size

to be surveyed, depending on their individual strategic, financial and other considerations.

The main objectives of the survey are to assess the performance of Glen Eira City Council across a

range of measures and to seek insight into ways to provide improved or more effective service delivery.

The survey also provides councils with a means to fulfil some of their statutory reporting requirements

as well as acting as a feedback mechanism to LGV.


This survey was conducted by Computer Assisted Telephone Interviewing (CATI) as a representative

random probability survey of residents aged 18+ years in Glen Eira City Council.

Survey sample matched to the demographic profile of Glen Eira City Council as determined by the

most recent ABS population estimates was purchased from an accredited supplier of publicly available

phone records, including up to 10% mobile phone numbers to cater to the diversity of residents within

Glen Eira City Council, particularly younger people.

A total of n=400 completed interviews were achieved in Glen Eira City Council. Survey fieldwork was

conducted in the period of 1st February – 30th March, 2017.

The 2017 results are compared with previous years, as detailed below:

Minimum quotas of gender within age groups were applied during the fieldwork phase. Post-survey

weighting was then conducted to ensure accurate representation of the age and gender profile of the

Glen Eira City Council area.

Any variation of +/-1% between individual results and net scores in this report or the detailed survey

tabulations is due to rounding. In reporting, ‘—’ denotes not mentioned and ‘0%’ denotes mentioned by

less than 1% of respondents. ‘Net’ scores refer to two or more response categories being combined

into one category for simplicity of reporting.

• 2016, n=400 completed interviews, conducted in the period of 1st February – 30th March.


• 2014, n=400 completed interviews, conducted in the period of 31st January – 11th March.


• 2012, n=401 completed interviews, conducted in the period of 18th May – 30th June.


Within tables and index score charts throughout this report, statistically significant differences at the

95% confidence level are represented by upward directing blue and downward directing red arrows.

Significance when noted indicates a significantly higher or lower result for the analysis group in

comparison to the ‘Total’ result for the council for that survey question for that year. Therefore in the

example below:

• The state-wide result is significantly higher than the overall result for the council.

• The result among 50-64 year olds is significantly lower than for the overall result for the council.

Further, results shown in blue and red indicate significantly higher or lower results than in 2016.

Therefore in the example below:

• The result among 35-49 year olds in the council is significantly higher than the result achieved

among this group in 2016.

• The result among 18-34 year olds in the council is significantly lower than the result achieved

among this group in 2016.

54

57

58

60

67

66

50-64

35-49

Metro

Glen Eira

18-34

State-wide

Overall Performance – Index Scores (example extract only)

Note: Details on the calculations used to determine statistically significant differences may be

found in Appendix B.


Further information about the report and explanations about the State-wide Local Government

Community Satisfaction Survey can be found in Appendix B, including:

Background and objectives

Margins of error

Analysis and reporting

Glossary of terms

Contacts

For further queries about the conduct and reporting of the 2017 State-wide Local Government

Community Satisfaction Survey, please contact JWS Research on (03) 8685 8555.

J00533 Community Satisfaction Survey 2017 - Glen Eira City Council

77

76

75

Waste management

Art centres & libraries

Appearance of public areas

78

46

77

48

81

55

-32 -28 -26

Planning and

building permits

PerformanceImportance

Population

growth

Making

community

decisions

Net differential

Council Metropolitan State-wide

63 64 59

Results shown are index scores out of 100.


The overall performance index score of 63 for Glen Eira City Council represents a two point decline

on the 2016 result. This continues the gradual downward trend in overall performance observed since

2014. Perceptions of overall performance are now at their lowest level to date.

Despite this slight decline, Glen Eira City Council’s overall performance is significantly higher

than the the average rating for councils State-wide (at the 95% confidence interval) and just

one point below the average rating for councils in the Metropolitan group (index scores of 59

and 64 respectively).

Women rated overall performance significantly lower than they did in 2016, dropping five points to

an index score of 62.

Residents aged 50 to 64 years rate performance significantly lower (index score of 57) than the

2017 Council average.

Residents are more likely to rate Glen Eira City Council’s overall performance as ‘very good’ (12%)

than ‘very poor’ (3%). Another two-fifths of residents (40%) rate Council’s overall performance as

‘good’, while a further 37% sit mid-scale providing an ‘average’ rating. Only 6% rate Council’s overall

performance as ‘poor’.


Review of the core performance measures (as shown on page 19) shows that Glen Eira City

Council’s performance on most measures has improved compared to Council’s own results in

2016.

Sealed local roads (two point decline to an index score of 67) and overall council direction

(one point decline to an index score of 53) comprise the only exceptions. In the case of sealed

local roads, however, performance is still rated significantly higher (at the 95% confidence level)

than the State-wide council average (index score of 53).

Of note, Glen Eira City Council’s performance on consultation and engagement, lobbying, and

making community decisions is significantly lower than the Metropolitan council average in

each of these areas.

Glen Eira City Council performs best in the area of customer service (index score of 73). Customer

service is the highest rated core performance measure. Again, in the area of customer service, Glen

Eira City Council significantly outperforms the State-wide council average (four index points higher).


Almost three quarters (71%) of Glen Eira City Council residents have had recent contact with

Council.

This level of contact is significantly more than that of the State-wide and Metropolitan council

averages (both 61%).

The main methods of contacting Council are by telephone, followed by email and in person (44%,

22% and 21% respectively).

Glen Eira City Council’s customer service index of 73 is a positive result for Council. As

mentioned previously, it represents Council’s strongest result and is significantly higher than the

State-wide council average (index score of 69).

Almost two in five residents (38%) rate Council’s customer service as ‘very good’, with a further

32% rating customer service as ‘good’.

Perceptions of customer service have increased among almost all demographic sub-groups. While

these gains are not statistically significant, Council should focus on maintaining and improving these

ratings in order to return to the highs observed in 2014 and 2015 (index score of 79 each).

Newsletters, sent via mail (35%) or email (33%), are the preferred way for Council to inform

residents about news, information and upcoming events.

There is a slight preference for newsletters sent via email (36%) as opposed to mail (34%)

among residents aged under 50 years old.


Beyond customer service, another area where Glen Eira City Council is well regarded is waste

management. With a performance index score of 77, it is the highest rated individual service area

among residents.

Waste management has consistently been rated the highest out of all individual service areas,

although performance has been declining gradually over time from a high of 81 in 2014.

Over three-quarters of residents (79%) rate Council’s performance in the area of waste

management as ‘very good’ or ‘good’.

Waste management (8%) is among the frequently mentioned best things about the Council.

It is also considered the single most important service area (importance index score of 82).

Arts centres and libraries (performance index score of 76) is another area where Council is rated

more highly compared to other areas, however, arts centres and libraries are rated third to last in

importance (importance index score of 69), ranking only ahead of community and cultural activities,

and business and community development and tourism.

The appearance of public areas and recreational facilities perform equal third among individual

service areas (both with a performance index of 75). While the appearance of public areas is

performing well, perceived importance has significantly declined in 2017, dropping three points to an

importance index of 75. Glen Eira City Council also significantly outperforms the Metropolitan and

State-wide council averages in the appearance of public areas.

Council improved significantly in two service areas in the past year – traffic management and

population growth (both up four index points from 2016).


The only significant decline in 2017 is a five point drop on the measure of family support services

(index score of 65).

Performance on this measure is now at it’s lowest level to date.

Glen Eira City Council’s performance in this area is rated significantly lower than both State-wide

and Metropolitan council averages (index scores of 67 and 68 respectively).

Much of this decline can be attributed to much more critical ratings on this issue from women and

also 18 to 34 year olds. Both of these demographic cohorts returned significantly lower ratings in

2017 than the previous year.

Two areas that stand out as being most in need of Council attention are town planning and planning

and building permits. With performance index scores of 49 and 46 respectively, Council is seen to be

performing worst in these service areas. Performance ratings in both of these areas is significantly

lower than the State-wide and Metropolitan council averages.

Feedback from residents on what they consider Council most needs to do to improve its

performance in the next 12 months supports this finding, with inappropriate development

volunteered by 18% of residents.

Another area that stands out as being in need of Council attention is planning for population growth.

With a performance index score of 48, this is among Council’s worst performing service areas.

While performance in this area has increase significantly in the past year, ratings are still

significantly lower than the State-wide and Metropolitan group averages (index scores of 52 and 51

respectively).


For the coming 12 months, Glen Eira City Council should pay particular attention to the service

areas where stated importance exceeds rated performance by more than 15 points. Key

priorities include:

Planning and building permits (margin of 32 points)

Population growth (margin of 28 points)

Community decisions (margin of 26 points)

Town planning policy (margin of 26 points)

Consultation and engagement (margin of 19 points)

Parking facilities (margin of 19 points)

Lobbying (margin of 18 points)

Traffic management (margin of 18 points).

Consideration should also be given to residents aged 50 to 64 years, who appear to be most driving

negative opinion in 2017.

On the positive side, Council should maintain its relatively strong performance in the area of

customer service, and aim to shore up service areas that are currently rated higher than others, such

as waste management, art centers and libraries, the appearance of public areas and

recreational facilities.

It is also important to learn from what is working amongst other groups, especially residents aged

18 to 34 years and those aged 65 years and over, and use these lessons to build performance

experience and perceptions in other areas.


An approach we recommend is to further mine the survey data to better understand the profile of these

over and under-performing demographic groups. This can be achieved via additional consultation and

data interrogation, self-mining the SPSS data provided, or via the dashboard portal available to the

council.

Please note that the category descriptions for the coded open ended responses are generic

summaries only. We recommend further analysis of the detailed cross tabulations and the actual

verbatim responses, with a view to understanding the responses of the key gender and age groups,

especially any target groups identified as requiring attention.

A personal briefing by senior JWS Research representatives is also available to assist in

providing both explanation and interpretation of the results. Please contact JWS Research on

03 8685 8555.


• Traffic management

• Planning for population growth

Higher results in 2017

(Significantly higher result than 2016)

• Family support servicesLower results in 2017

(Significantly lower result than 2016)

• Aged 18-34 years

• Aged 65+ years

Most favourably disposed

towards Council

• Aged 50-64 yearsLeast favourably disposed

towards Council


7675

79 79

70

73

6766

7271

6563

5658

60

56

51

54

6160

5455

70

74

6967

54 54

57 57

5152

5756

5557

5453

2012 2013 2014 2015 2016 2017

Customer Service

Overall Performance

Community Consultation

Making Community Decisions

Sealed Local Roads

Advocacy

Overall Council Direction


Performance Measures

Glen

Eira

2017

Glen

Eira

2016

Metro

2017

State-

wide

2017

Highest

score

Lowest

score

OVERALL PERFORMANCE 63 65 64 59Aged 65+

years

Aged 50-

64 years

COMMUNITY CONSULTATION(Community consultation and

engagement)

54 51 57 55Aged 65+

years

Aged 50-

64 years

ADVOCACY(Lobbying on behalf of the community)

52 51 56 54Aged 65+

years

Aged 50-

64 years

MAKING COMMUNITY

DECISIONS (Decisions made in the

interest of the community)

55 54 58 54

Aged 65+

years,

Aged 18-

34 years

Aged 35-

49 years

SEALED LOCAL ROADS (Condition of sealed local roads)

67 69 66 53Men, aged

18-64

years

Aged 65+

years

CUSTOMER SERVICE 73 70 71 69

Aged 65+

years,

aged 35-

49 years

Aged 18-

34 years

OVERALL COUNCIL DIRECTION 53 54 54 53Aged 18-

34 years

Aged 50-

64 years


12

7

4

8

19

38

40

26

20

27

45

32

37

35

27

36

26

17

6

15

14

12

6

8

3

6

5

6

4

4

2

10

30

11

1

1

Overall Performance


Advocacy

Making CommunityDecisions

Sealed Local Roads

Customer Service

% Very good Good Average Poor Very poor Can't say

Key Measures Summary Results

18 62 14 6Overall Council Direction

%Improved Stayed the same Deteriorated Can't say


78

77

81

75

73

74

70

76

78

78

72

73

74

78

Planning & building permits

Population growth

Community decisions

Town planning policy

Consultation & engagement

Parking facilities

Lobbying

Traffic management

Local streets & footpaths

Elderly support services

Informing the community

Disadvantaged support serv.

Environmental sustainability

Sealed local roads

46

48

55

49

54

55

52

59

66

67

61

62

63

67

Importance Performance Net Differential

-32

-28

-26

-26

-19

-19

-18

-18

-13

-12

-11

-11

-11

-10

Service areas where importance exceeds performance by 10 points or more,

suggesting further investigation is necessary:


83

80

80

80

75

79

78

77

78

75

76

75

74

75

75

75

73

77

70

70

63

57

79

79

76

77

74

72

n/a

73

73

71

72

73

70

73

74

72

70

73

67

69

60

55

80

79

77

78

75

75

74

70

74

72

74

73

72

73

72

71

70

73

68

71

62

56

80

n/a

79

77

73

n/a

73

74

73

71

75

71

70

73

73

70

71

71

67

67

59

56

81

n/a

75

79

73

n/a

72

72

72

70

73

72

69

71

73

70

68

73

64

70

60

55

82

81

78

78

78

78

77

76

75

75

75

74

74

74

73

73

73

72

70

69

62

58

Waste management

Community decisions




Sealed local roads

Population growth

Traffic management



Recreational facilities


Parking facilities

Family support services



Enforcement of local laws


Lobbying


Community & cultural

Bus/community dev./tourism

2016 2015 2014 2013 20122017 Priority Area Importance

Q1. Firstly, how important should [RESPONSIBILITY AREA] be as a responsibility for Council?

Base: All respondents. Councils asked state-wide: 32 Councils asked group: 12

Note: Please see page 5 for explanation of significant differences


44

33

41

34

39

32

38

22

28

27

36

30

31

30

29

28

28

27

25

22

12

12

42

51

40

45

39

45

38

53

47

46

38

43

42

42

43

40

41

41

39

40

38

29

12

11

14

17

18

18

19

19

23

22

19

20

20

17

22

26

22

25

26

29

38

36

2

3

2

3

3

4

3

3

2

4

5

6

4

4

4

4

5

6

7

8

8

18

1

1

2

1

2

1

1

1

2

1

1

3

2

1

2

1

1

1

1

1

2

6

2

1

2

1

1

2

Waste management


Community decisions

Sealed local roads


Traffic management





Population growth

Parking facilities







Lobbying




%

Extremely important Very important Fairly important Not that important Not at all important Can't say

Individual Service Areas Importance

Q1. Firstly, how important should [RESPONSIBILITY AREA] be as a responsibility for Council?



78

75

76

76

68

69

69

68

70

63

60

63

59

55

58

54

52

51

51

49

44

46

80

78

78

80

70

74

70

67

69

69

68

66

65

59

61

60

61

56

57

52

n/a

49

81

81

79

80

74

70

72

69

72

67

65

66

62

61

58

61

60

60

57

56

54

56

79

76

75

77

68

n/a

68

65

66

65

66

62

61

57

57

n/a

58

58

54

57

53

56

79

76

74

77

66

n/a

67

68

66

65

63

64

61

55

57

n/a

56

56

54

56

53

53

77

76

75

75

69

67

67

66

65

64

63

62

61

59

57

55

55

54

52

49

48

46

Waste management





Sealed local roads








Traffic management


Community decisions

Parking facilities


Lobbying


Population growth


2017 Priority Area Performance 2016 2015 2014 2013 2012

Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?


Note: Please see page 5 for explanation of significant differences


Individual Service Areas Performance

31

29

32

28

19

18

15

11

12

12

9

8

9

8

7

7

4

4

4

4

4

3

48

50

41

44

45

44

41

38

37

36

32

32

28

27

26

26

29

24

24

21

20

21

17

15

20

18

26

26

28

27

29

32

34

36

19

36

35

22

34

21

30

27

27

29

2

4

3

2

6

7

4

5

15

14

4

16

4

12

15

4

9

5

14

19

14

17

1

1

2

4

5

3

6

2

2

7

1

6

6

2

1

10

8

5

12

1

3

7

1

11

15

1

3

19

1

39

11

10

40

21

45

19

20

30

18

Waste management




Sealed local roads




Traffic management



Parking facilities


Community decisions






Population growth

Lobbying


%Very good Good Average Poor Very poor Can't say

Q2. How has Council performed on [RESPONSIBILITY AREA] over the last 12 months?



Sig

nif

ica

ntl

y h

igh

er

tha

n s

tate

-wid

e

ave

rag

e

Sig

nific

an

tly lo

we

r tha

n s

tate

-wid

e

ave

rag

e

-Local streets & footpaths

-Recreational facilities

-Appearance of public

areas

-Art centres & libraries

-Waste management

-Sealed local roads

-Family support services

-Bus/community

dev./tourism

-Town planning policy

-Planning permits

-Population growth


Sig

nif

ica

ntl

y h

igh

er

tha

n g

rou

p

ave

rag

e Sig

nific

an

tly lo

we

r tha

n g

rou

p

ave

rag

e

-Local streets & footpaths

-Traffic management

-Appearance of public

areas

-Consultation &

engagement

-Lobbying

-Family support services

-Bus/community

dev./tourism

-Town planning policy

-Planning permits

-Population growth

-Making community

decisions


Top Three Most Important Service Areas(Highest to lowest, i.e. 1. = most important)

Glen Eira City

Council

1. Waste

management

2. Community

decisions

3. Local streets &

footpaths

Metropolitan

1. Waste

management

2. Community

decisions

3. Local streets &

footpaths

Interface

1. Emergency &

disaster mngt

2. Population

growth

3. Local streets &

footpaths

Regional Centres

1. Community

decisions

2. Sealed roads

3. Emergency &

disaster mngt

Large Rural

1. Unsealed roads

2. Sealed roads

3. Emergency &

disaster mngt

Small Rural

1. Emergency &

disaster mngt

2. Community

decisions

3. Waste

management

Bottom Three Most Important Service Areas (Lowest to highest, i.e. 1. = least important)

Glen Eira City

Council

1. Bus/community

dev./tourism

2. Community &

cultural

3. Art centres &

libraries

Metropolitan

1. Bus/community

dev./tourism

2. Community &

cultural

3. Slashing &

weed control

Interface

1. Tourism

development

2. Community &

cultural

3. Art centres &

libraries

Regional Centres

1. Art centres &

libraries

2. Community &

cultural

3. Planning

permits

Large Rural

1. Art centres &

libraries

2. Community &

cultural

3. Traffic

management

Small Rural

1. Community &

cultural

2. Art centres &

libraries

3. Tourism

development


Top Three Performing Service Areas(Highest to lowest, i.e. 1. = highest performance)

Bottom Three Performing Service Areas (Lowest to highest, i.e. 1. = lowest performance)

Glen Eira City

Council

1. Waste

management

2. Art centres &

libraries

3. Appearance of

public areas

Metropolitan

1. Waste

management

2. Art centres &

libraries

3. Recreational

facilities

Interface

1. Art centres &

libraries

2. Waste

management

3. Emergency &

disaster mngt

Regional Centres

1. Art centres &

libraries

2. Appearance of

public areas

3. Emergency &

disaster mngt

Large Rural

1. Appearance of

public areas

2. Emergency &

disaster mngt

3. Art centres &

libraries

Small Rural

1. Emergency &

disaster mngt

2. Art centres &

libraries

3. Community &

cultural

Glen Eira City

Council

1. Planning

permits

2. Population

growth

3. Town planning

policy

Metropolitan

1. Planning

permits

2. Population

growth

3. Parking facilities

Interface

1. Unsealed roads

2. Planning

permits

3. Population

growth

Regional Centres

1. Parking facilities

2. Community

decisions

3. Unsealed roads

Large Rural

1. Unsealed roads

2. Sealed roads

3. Slashing &

weed control

Small Rural

1. Unsealed roads

2. Sealed roads

3. Planning

permits


18

13

11

9

8

8

5

10

Development - inappropriate

Parking Availability

Communication

Traffic Management


Town Planning/Permits/RedTape

Environmental Issues

Nothing

25

16

10

8

7

6

5

5

Parks and Gardens

Recreational/SportingFacilities

Community Facilities

Waste Management

Customer Service

Generally Good -Overall/No Complaints

Public areas

Road/Street Maintenance

2017 Best Aspects 2017 Areas for Improvement

%%

Q16. Please tell me what is the ONE BEST thing about Glen Eira City Council? It could be about any of the issues or

services we have covered in this survey or it could be about something else altogether?


Q17. What does Glen Eira City Council MOST need to do to improve its performance?



BE

ST

TH

ING

SA

RE

AS

FO

R IM

PR

OV

EM

EN

T

- Development -

inappropriate: 18%

(down 4 points from 2016)

- Parking Availability: 13%

(down 1 point from 2016)

- Communication: 11%

(down 2 points from 2016)

- Parks and Gardens:

25%

(up 2 points from 2016)

- Recreational/Sporting

Facilities: 16%


- Community Facilities:

10%



67

66

64

64

63

62

62

59

57

65+

18-34

Metro

Men

Glen Eira

Women

35-49

State-wide

50-64

70

65

66

63

65

67

64

59

60

74

71

67

72

71

71

72

60

65

73

73

n/a

71

72

73

74

61

67

65

70

n/a

66

66

65

64

60

62

71

75

n/a

66

67

68

58

60

64

2017 Overall Performance 2016 2015 2014 2013 2012

Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Glen Eira City Council, not just on

one or two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor?


Note: Please see page 5 for explanation about significant differences


2017 Overall Performance

12

16

18

21

10

12

9

12

13

11

11

11

8

18

40

40

54

47

51

52

36

44

44

36

45

36

35

42

37

32

22

28

29

27

37

33

33

40

35

42

38

30

6

8

3

2

7

4

10

6

5

8

5

6

9

6

3

3

1

1

2

5

2

4

2

3

7

3

2

2

1

2

1

2

2

2

4

4

1

2

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


Q3. ON BALANCE, for the last twelve months, how do you feel about the performance of Glen Eira City Council, not just on

one or two issues, BUT OVERALL across all responsibility areas? Has it been very good, good, average, poor or very poor?



Overall contact with Glen Eira City Council

Most contact with Glen Eira City Council

Least contact with Glen Eira City Council

Customer service rating

Most satisfied with customer service

Least satisfied with customer service


• Aged 65+ years


• Index score of 73, up 3 points on 2016



• 71%, up 5 points on 2016


77

75

75

71

69

66

64

61

61

35-49

Women

50-64

Glen Eira

65+

Men

18-34

State-wide

Metro

2017 Contact with Council

%

Q5a. Have you or any member of your household had any recent contact with Council in any of the following ways?




2017 Contact with Council

65

57

69

61

66

71

2012 2013 2014 2015 2016 2017

Have had contact

%




2017 Method of Contact

%



Note: Respondents could name multiple contacts methods so responses may add to more than 100%

44

22

21

14

9

4

3

By telephone

By email

In person

In writing

Via website

By social media

By text message


2017 Most Recent Contact

%

Q5b. What was the method of contact for the most recent contact you had with Glen Eira City Council?

Base: All respondents who have had contact with Council in the last 12 months.

Councils asked state-wide: 19 Councils asked group: 7

48

17

17

11

3

1

1

By telephone

In person

By email

In writing

Via website

By social media

By text message


77

77

75

74

73

71

70

69

66

65+

35-49

Women

50-64

Glen Eira

Metro

Men

State-wide

18-34

77

76

74

72

70

73

66

69

57

83

81

79

78

79

73

79

70

73

83

84

81

79

79

n/a

75

72

71

75

74

75

76

75

n/a

76

71

75

81

73

82

75

76

n/a

69

71

77

2017 Customer Service Rating2016 2015 2014 2013 2012

Q5c. Thinking of the most recent contact, how would you rate Glen Eira City Council for customer service? Please keep in

mind we do not mean the actual outcome but rather the actual service that was received.





38

33

44

43

36

40

30

33

28

46

29

41

38

47

32

37

37

37

39

32

36

36

37

27

31

33

30

32

17

14

8

12

13

17

18

17

22

13

20

18

19

9

8

8

7

3

6

5

8

8

9

7

14

4

6

7

4

8

2

3

3

3

6

5

3

6

6

3

4

5

1

2

1

2

3

2

2

1

1

1

2

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Customer Service Rating






100*

79

75*

75*

72

64

59

By social media

By telephone

By text message

Via website

In person

By email

In writing







*Caution: small sample size < n=30


100

48

27

28

29

25

31

100

47

42

31

20

12

27

22

20

17

5

3

8

33

3

4

12

2

1

3

By social media*

By telephone

By text message*

Via website*

In person

By email

In writing







*Caution: small sample size < n=30




• 62% stayed about the same, down 2 points on 2016

• 18% improved, equal points on 2016

• 14% deteriorated, up 3 points on 2016

Least satisfied with Council Direction from Q6

Most satisfied with Council Direction from Q6

Council Direction from Q6


59

54

54

54

53

53

51

49

46

18-34

65+

Women

Metro

State-wide

Glen Eira

Men

35-49

50-64

61

54

54

55

51

54

54

52

45

59

63

58

56

53

57

56

51

53

57

58

57

n/a

53

55

54

54

53

62

54

55

n/a

53

56

58

52

55

65

57

54

n/a

52

57

60

50

52

2016 2015 2014 2013 20122017 Overall Direction

Q6. Over the last 12 months, what is your view of the direction of Glen Eira City Council’s overall performance?




18

18

21

17

20

20

19

17

16

21

27

13

12

18

62

64

66

67

66

68

62

65

65

59

53

70

64

65

14

11

7

7

8

7

13

11

14

13

11

15

19

10

6

7

6

9

5

6

6

7

5

7

9

2

6

7

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+

% Improved Stayed the same Deteriorated Can't say

2017 Overall Direction

Q6. Over the last 12 months, what is your view of the direction of Glen Eira City Council’s overall performance?



Note: Website and text message formats again did not rate as highly as other modes of

communication, although further analysis is recommended to understand the demographic preference

profiles of the various different forms of communication.

• Newsletter sent via mail (35%) Overall preferred forms of

communication

• Newsletter sent via mail (36%) Preferred forms of

communication among over 50s

• Newsletter sent via email (36%)Preferred forms of

communication among under 50s

• The council website (+2) Greatest change since 2016


2017 Best Form

37

31

3435

3435

2425

2728

3233

15

18

14

1211

10

16

18

15

13

10 10

2 2

45 5 55

3 3

5

2

4

2 2 2 2

5

3

1 1 12

1

2012 2013 2014 2015 2016 2017

A council newsletter sent via mail

A council newsletter sent via email

Advertising in a local newspaper

A council newsletter as an insert ina local paper

A text message

The council website

Other

Can't say

Q13. If Glen Eira City Council was going to get in touch with you to inform you about Council news and information and

upcoming events, which ONE of the following is the BEST way to communicate with you?



2017 Under 50s Best Form

33

25

32

3029

34

2829

28

31

38

36

16

19

15

11 11

8

13

17

12 12

8 8

3 3

67

8

67

4 4

7

1

5

1

32

1

5

21 1 1 1

2012 2013 2014 2015 2016 2017





A text message

The council website

Other

Can't say





2017 Over 50s Best Form

4341

37

4442

36

1819

2624

23

29

14

18

12 1211

13

19 1920

1413

12

1 1 12

32

1 12 2 2

4

12 2

4 4

1 13

1

2012 2013 2014 2015 2016 2017





A text message

The council website

Other

Can't say





78

76

76

74

73

73

72

69

68

65+

Women

50-64

State-wide

35-49

Glen Eira

Metro

Men

18-34

76

77

80

75

73

75

73

73

74

74

76

77

74

74

72

72

68

66

73

74

76

74

74

71

n/a

69

66

71

71

76

73

72

70

n/a

68

62

72

75

75

73

71

70

n/a

65

66

2017 Consultation and Engagement Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘community consultation and engagement’ be as a responsibility for Council?




28

31

25

26

23

24

29

26

24

33

18

33

33

33

40

40

44

40

38

40

41

41

37

44

40

37

40

45

26

23

24

29

30

28

24

25

33

19

36

20

23

18

4

4

5

4

7

6

4

5

4

5

5

6

2

2

1

1

1

1

1

1

2

3

1

1

2

1

1

1

2

1

1

1

1

2

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+

%Extremely important Very important Fairly important Not that important Not at all important Can't say

2017 Consultation and Engagement Importance

Q1. Firstly, how important should ‘community consultation and engagement’ be as a responsibility for Council?



57

57

56

55

55

55

54

53

46

65+

Metro

18-34

35-49

Men

State-wide

Glen Eira

Women

50-64

54

58

46

53

46

54

51

55

51

60

58

56

54

53

56

56

59

54

61

n/a

57

66

60

57

60

59

54

57

n/a

61

55

58

57

58

58

56

59

n/a

57

50

53

57

56

58

58

2017 Consultation and Engagement Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘community consultation and engagement’ over the last 12 months?




7

7

7

10

7

5

7

7

6

8

5

8

6

9

26

21

29

29

27

32

29

31

29

24

34

23

20

24

35

31

34

33

40

30

32

31

39

32

33

40

34

35

15

18

17

11

10

14

15

13

11

20

16

18

17

8

6

8

2

2

3

4

6

5

7

5

4

2

14

5

10

15

12

14

13

15

10

13

9

11

7

9

9

18

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Consultation and Engagement Performance

Q2. How has Council performed on ‘community consultation and engagement’ over the last 12 months?



74

73

73

70

69

67

67

67

67

65+

35-49

Women

Glen Eira

State-wide

50-64

18-34

Metro

Men

67

75

73

70

69

68

68

68

66

65

68

73

67

69

67

69

67

62

69

69

72

68

70

67

68

n/a

64

66

67

71

67

70

67

66

n/a

62

64

62

68

64

70

69

63

n/a

60

2017 Lobbying Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘lobbying on behalf of the community’ be as a responsibility for Council?




25

26

18

20

20

18

23

21

20

30

22

29

23

26

39

36

43

41

40

34

39

38

40

39

35

41

37

46

26

27

28

26

28

34

27

29

26

26

35

20

25

21

7

7

7

9

10

11

7

8

11

4

9

8

6

3

1

2

2

1

2

1

2

2

1

1

5

1

1

2

3

3

1

2

2

2

1

1

1

3

3

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Lobbying Importance

Q1. Firstly, how important should ‘lobbying on behalf of the community’ be as a responsibility for Council?



58

56

55

54

54

52

50

49

46

65+

Metro

Men

State-wide

18-34

Glen Eira

35-49

Women

50-64

51

56

52

53

53

51

51

50

47

61

58

57

55

60

57

53

58

53

55

n/a

57

56

55

57

60

56

55

54

n/a

54

55

60

54

49

54

53

60

n/a

53

55

58

54

46

55

51

2017 Lobbying Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘lobbying on behalf of the community’ over the last 12 months?




4

4

4

3

4

3

5

5

5

3

5

3

3

6

20

18

24

23

19

23

24

24

23

17

25

18

15

18

27

28

33

29

35

28

31

30

31

23

18

32

27

33

14

12

7

7

10

11

13

11

9

19

18

13

19

2

5

5

2

2

2

3

5

3

6

4

4

6

6

4

30

33

29

35

30

31

22

27

26

35

29

27

30

37

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Lobbying Performance

Q2. How has Council performed on ‘lobbying on behalf of the community’ over the last 12 months?



83

82

81

81

80

80

79

79

79

Women

35-49

Glen Eira

18-34

65+

50-64

State-wide

Metro

Men

82

82

80

79

83

77

80

79

78

82

81

79

80

77

77

80

80

76

82

76

79

80

79

82

79

n/a

77

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

2017 Community Decisions Made Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘decisions made in the interest of the community’ be as a responsibility for Council?




41

41

33

38

39

38

41

42

40

45

42

37

40

42

49

38

42

42

37

43

38

38

40

46

14

13

14

20

15

15

18

10

18

14

9

13

2

2

1

2

2

3

1

1

4

2

1

1

1

1

2

2

1

3

3

2

2

1

3

4

1

3

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Community Decisions Made Importance

Q1. Firstly, how important should ‘decisions made in the interest of the community’ be as a responsibility for Council?



60

60

59

58

55

54

52

51

50

65+

18-34

Men

Metro

Glen Eira

State-wide

Women

50-64

35-49

56

55

52

59

54

54

55

48

54

61

60

60

59

60

55

59

56

59

59

63

60

n/a

61

57

61

54

65

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

2017 Community Decisions Made Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘decisions made in the interest of the community’ over the last 12 months?




8

4

7

8

6

7

11

5

7

6

7

10

27

27

35

30

29

32

29

25

34

22

20

28

36

32

24

33

34

32

37

36

36

36

38

34

12

15

13

8

14

11

8

17

7

15

18

12

6

4

3

2

7

4

6

6

4

10

7

2

11

17

18

19

10

14

10

11

11

10

9

14

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Community Decisions Made Performance

Q2. How has Council performed on ‘decisions made in the interest of the community’ over the last 12 months?



79

78

78

78

78

77

77

77

76

65+

Women

State-wide

18-34

Glen Eira

35-49

Metro

Men

50-64

81

81

78

78

79

78

76

76

79

77

74

76

68

72

72

75

71

75

74

74

77

72

75

77

n/a

75

75

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

2017 Sealed Local Roads Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘the condition of sealed local roads in your area’ be as a responsibility for Council?




34

35

22

23

35

32

30

37

42

29

29

32

45

47

49

54

44

47

49

42

33

49

54

51

17

15

25

18

18

18

18

16

20

20

12

12

3

3

3

3

2

3

2

4

5

4

2

2

1

1

1

1

1

2

1

1

3

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Sealed Local Roads Importance

Q1. Firstly, how important should ‘the condition of sealed local roads in your area’ be as a responsibility for Council?



68

68

68

68

67

67

66

66

53

Men

50-64

35-49

18-34

Glen Eira

Women

Metro

65+

State-wide

69

67

72

68

69

69

67

68

54

75

67

73

81

74

73

69

72

55

70

68

72

68

70

69

n/a

72

55

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

n/a

2017 Sealed Local Roads Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘the condition of sealed local roads in your area’ over the last 12 months?




19

18

27

24

11

19

22

15

18

21

16

19

45

47

46

44

32

43

42

47

44

43

50

43

26

28

21

20

28

24

25

27

29

24

25

25

6

4

4

8

16

9

6

6

4

7

7

8

4

2

3

12

4

4

3

4

4

2

4

1

1

2

2

1

1

1

2

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Sealed Local Roads Performance

Q2. How has Council performed on ‘the condition of sealed local roads in your area’ over the last 12 months?



77

76

74

73

72

72

70

68

67

65+

Women

State-wide

Metro

18-34

Glen Eira

35-49

50-64

Men

78

81

76

74

77

77

79

73

73

75

77

75

73

71

73

75

73

70

75

77

75

n/a

75

73

72

73

70

72

75

75

n/a

65

71

72

75

66

76

76

75

n/a

70

73

72

74

69

2017 Informing Community Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘informing the community’ be as a responsibility for Council?




27

38

28

27

24

25

30

27

18

35

24

29

22

34

41

38

45

45

40

46

43

43

41

42

45

34

39

46

25

19

20

22

31

24

23

24

32

19

27

25

29

16

6

4

6

4

5

4

4

5

9

3

2

10

9

4

1

1

1

1

1

1

1

1

2

2

1

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Informing Community Importance

Q1. Firstly, how important should ‘informing the community’ be as a responsibility for Council?



67

61

61

61

61

60

59

59

57

65+

Metro

Men

Glen Eira

Women

18-34

35-49

State-wide

50-64

63

63

56

59

61

55

60

59

58

67

64

64

65

66

63

67

61

62

64

n/a

62

62

63

58

66

62

62

61

n/a

62

61

61

63

58

61

62

65

n/a

60

61

62

62

55

60

63

2017 Informing Community Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘informing the community’ over the last 12 months?




12

12

13

13

12

10

11

12

12

12

7

15

11

16

36

34

43

37

36

40

35

37

36

35

42

26

31

44

32

30

30

32

35

30

32

32

31

33

33

35

32

27

14

13

11

10

11

12

13

12

15

13

16

15

17

7

2

6

1

3

3

3

5

4

2

2

3

5

2

3

4

3

6

4

5

3

4

3

4

2

5

3

4

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Informing Community Performance

Q2. How has Council performed on ‘informing the community’ over the last 12 months?



84

81

80

78

78

78

77

76

74

65+

Women

35-49

Glen Eira

Metro

50-64

State-wide

Men

18-34

83

82

82

80

78

78

77

77

76

79

77

77

76

77

81

77

75

71

77

79

78

77

n/a

79

77

75

74

80

83

82

79

n/a

81

78

75

74

78

79

75

75

n/a

80

77

70

70

2017 Streets and Footpaths Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘the condition of local streets and footpaths in your area’ be as a responsibility for Council?




39

41

30

31

39

27

34

36

33

44

35

40

34

48

39

40

47

49

41

49

42

43

39

39

33

40

45

41

18

17

21

18

17

20

19

18

24

14

24

18

20

9

3

2

2

2

3

4

2

2

3

3

7

1

2

1

1

1

1

1

1

2

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Streets and Footpaths Importance

Q1. Firstly, how important should ‘the condition of local streets and footpaths in your area’ be as a responsibility for Council?



68

68

68

66

64

63

62

60

57

35-49

Men

18-34

Glen Eira

50-64

Women

Metro

65+

State-wide

71

67

71

68

63

68

63

63

57

68

68

74

67

59

66

64

64

58

75

70

70

69

63

69

n/a

66

58

63

69

71

65

62

62

n/a

61

58

66

71

76

68

64

66

n/a

63

57

2017 Streets and Footpaths Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘the condition of local streets and footpaths in your area’ over the last 12 months?




18

20

21

26

19

23

13

15

22

14

18

18

16

17

44

43

39

40

42

41

33

40

44

44

51

49

39

30

26

27

30

21

24

25

28

27

23

29

20

24

30

36

7

8

7

10

11

8

15

12

6

8

5

4

11

9

5

2

3

3

4

3

9

5

5

5

5

4

3

7

1

1

2

1

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Streets and Footpaths Performance

Q2. How has Council performed on ‘the condition of local streets and footpaths in your area’ over the last 12 months?



79

78

77

76

76

76

74

73

72

Women

65+

18-34

Glen Eira

Metro

35-49

50-64

Men

State-wide

76

77

75

77

75

77

78

77

72

75

76

70

73

74

74

73

71

71

75

74

67

70

n/a

69

74

65

70

76

76

68

74

n/a

76

76

71

72

74

75

68

72

n/a

75

75

71

73

2017 Traffic Management Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘traffic management’ be as a responsibility for Council?




32

37

27

25

28

27

27

33

26

37

35

31

28

31

45

39

43

40

42

43

41

43

45

45

42

43

46

52

18

18

24

26

25

25

24

19

22

15

16

22

20

14

4

6

5

8

3

4

6

4

6

3

5

3

5

2

1

1

1

1

1

1

1

1

1

1

1

2

2

1

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Traffic Management Importance

Q1. Firstly, how important should ‘traffic management’ be as a responsibility for Council?



61

61

61

59

59

56

56

56

56

Men

18-34

65+

State-wide

Glen Eira

50-64

Metro

Women

35-49

53

54

58

59

55

53

56

56

54

60

62

62

60

59

57

57

58

54

59

60

61

60

61

59

n/a

63

64

57

60

58

60

57

57

n/a

57

52

54

62

58

58

55

53

n/a

56

47

2017 Traffic Management Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘traffic management’ over the last 12 months?




12

10

7

12

7

6

10

9

15

9

14

11

10

9

37

28

40

39

36

37

38

35

39

36

40

34

34

40

29

33

35

27

33

30

30

30

29

29

24

27

33

37

15

15

12

12

16

18

13

17

10

18

18

18

13

6

6

8

3

4

4

6

5

6

7

6

4

8

8

6

1

5

3

6

5

4

3

3

1

2

1

2

3

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Traffic Management Performance

Q2. How has Council performed on ‘traffic management’ over the last 12 months?



79

78

76

74

73

73

71

70

69

65+

Women

50-64

Glen Eira

Metro

18-34

35-49

State-wide

Men

79

77

73

74

72

73

72

70

71

77

75

73

70

72

61

71

70

64

77

77

71

72

n/a

69

71

70

66

78

75

74

70

n/a

64

70

71

65

75

73

73

69

n/a

63

70

71

66

2017 Parking Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘parking facilities’ be as a responsibility for Council?




30

30

20

24

25

19

25

28

22

37

27

26

34

34

43

41

47

42

39

45

39

43

41

46

45

42

40

44

20

24

25

29

27

29

28

24

29

12

18

21

22

20

6

4

6

4

7

5

6

4

7

5

9

8

4

1

2

1

1

1

1

1

2

1

1

1

1

1

1

2

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Parking Importance

Q1. Firstly, how important should ‘parking facilities’ be as a responsibility for Council?



60

57

55

55

55

54

53

52

50

Men

35-49

18-34

State-wide

Glen Eira

65+

Metro

50-64

Women

52

60

49

56

52

50

54

51

53

61

60

67

57

61

57

55

55

61

60

63

61

57

60

61

n/a

55

61

59

56

64

57

58

54

n/a

55

57

56

53

62

56

56

53

n/a

54

57

2017 Parking Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘parking facilities’ over the last 12 months?




8

7

10

13

7

6

10

8

12

5

11

8

5

7

32

31

40

35

39

40

33

29

35

30

31

35

29

34

36

33

32

31

36

30

32

34

39

32

33

38

40

33

16

14

12

13

12

16

16

18

8

23

20

14

15

12

7

11

3

4

4

6

8

8

5

9

5

4

9

9

1

3

2

4

2

3

2

2

2

2

5

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Parking Performance

Q2. How has Council performed on ‘parking facilities’ over the last 12 months?



75

73

73

72

72

72

72

71

71

65+

Women

Glen Eira

Metro

Men

18-34

50-64

35-49

State-wide

75

75

73

71

70

70

71

75

70

72

73

70

72

67

70

70

68

71

71

75

70

n/a

65

68

74

68

70

74

75

71

n/a

67

71

71

71

71

72

71

68

n/a

66

70

69

63

70

2017 Law Enforcement Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘enforcement of local laws’ be as a responsibility for Council?




28

29

22

22

28

21

27

29

27

29

29

26

29

29

41

36

45

45

38

42

38

40

40

41

42

37

38

45

22

29

26

23

27

25

26

24

27

18

18

31

23

16

5

3

6

8

4

7

6

5

5

6

5

3

7

6

2

1

1

1

3

3

2

1

1

3

4

1

1

2

1

1

1

2

1

1

1

3

2

1

1

4

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Law Enforcement Importance

Q1. Firstly, how important should ‘enforcement of local laws’ be as a responsibility for Council?



68

66

65

64

64

64

63

63

61

18-34

Women

65+

Glen Eira

Metro

State-wide

Men

35-49

50-64

65

66

63

63

64

63

59

60

63

74

69

66

69

66

66

70

66

66

69

68

64

67

n/a

66

66

70

64

69

65

64

65

n/a

65

65

64

62

70

68

64

65

n/a

65

62

64

60

2017 Law Enforcement Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘enforcement of local laws’ over the last 12 months?




11

12

14

14

11

12

12

13

11

11

15

10

11

8

38

31

45

38

41

40

39

38

32

44

44

34

33

41

27

27

19

23

26

24

26

26

35

19

25

30

25

27

5

10

5

4

7

8

8

8

5

6

2

8

7

6

3

2

1

3

2

2

3

3

3

3

4

2

5

1

15

18

15

18

13

15

13

13

13

17

11

15

19

17

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Law Enforcement Performance

Q2. How has Council performed on ‘enforcement of local laws’ over the last 12 months?



77

76

74

74

73

73

73

72

71

Women

18-34

Glen Eira

65+

Metro

State-wide

50-64

35-49

Men

78

78

75

73

73

73

68

76

71

77

78

73

73

72

73

70

68

68

78

77

73

73

n/a

72

70

72

68

79

68

73

73

n/a

73

75

76

66

76

74

71

71

n/a

73

72

68

66

2017 Family Support Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘family support services’ be as a responsibility for Council?




29

27

24

28

26

25

28

29

25

32

31

29

28

24

43

47

46

41

46

43

41

41

41

45

45

38

42

46

22

20

21

25

20

22

22

23

26

18

20

25

21

21

4

3

5

4

6

7

5

5

5

3

4

4

5

4

1

1

1

1

2

2

1

2

2

2

2

2

3

1

1

1

2

1

1

2

1

2

5

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Family Support Importance

Q1. Firstly, how important should ‘family support services’ be as a responsibility for Council?



68

67

67

66

66

65

64

64

62

Metro

35-49

State-wide

65+

Men

Glen Eira

50-64

Women

18-34

69

71

66

70

67

70

64

73

72

68

67

67

73

69

69

64

69

70

n/a

76

68

71

70

72

66

73

73

n/a

68

67

68

68

66

63

65

67

n/a

62

67

69

65

66

63

68

71

2017 Family Support Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘family support services’ over the last 12 months?




7

12

10

13

9

7

11

10

7

8

5

9

8

8

26

30

34

32

31

40

30

28

29

23

27

27

23

25

22

20

21

19

23

18

20

19

23

22

22

24

23

20

4

2

3

1

3

5

4

3

2

6

7

2

3

2

1

1

1

1

1

1

40

36

32

34

33

28

34

38

39

41

38

37

43

43

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Family Support Performance

Q2. How has Council performed on ‘family support services’ over the last 12 months?



83

80

79

78

78

77

77

76

76

65+

Women

50-64

Glen Eira

State-wide

Metro

18-34

Men

35-49

82

84

79

80

78

78

83

77

77

80

81

77

77

79

78

75

73

76

80

83

79

78

79

n/a

80

73

74

80

84

83

77

79

n/a

75

70

73

80

82

82

79

80

n/a

76

75

77

2017 Elderly Support Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘elderly support services’ be as a responsibility for Council?




33

37

29

32

36

36

35

33

29

38

31

27

39

40

51

47

49

48

42

44

44

45

51

50

51

57

45

49

11

13

18

17

18

16

17

18

14

8

11

12

10

10

3

1

2

1

2

2

2

3

3

2

4

2

5

1

1

2

1

1

1

2

2

2

1

1

1

1

1

1

1

1

2

2

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Elderly Support Importance

Q1. Firstly, how important should ‘elderly support services’ be as a responsibility for Council?



70

69

68

68

67

67

65

65

64

65+

Men

State-wide

35-49

Metro

Glen Eira

50-64

18-34

Women

72

68

68

69

69

69

64

70

70

75

69

69

70

69

70

68

67

71

75

71

70

72

n/a

72

70

72

74

73

68

69

70

n/a

68

68

65

69

73

67

69

62

n/a

67

63

69

67

2017 Elderly Support Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘elderly support services’ over the last 12 months?




9

12

12

15

10

9

14

11

11

7

5

5

11

18

28

26

35

30

28

34

31

27

31

26

33

24

21

33

19

20

18

14

17

20

19

19

19

19

22

16

21

16

4

3

3

2

3

5

4

3

3

5

5

1

5

5

1

1

1

1

2

1

1

1

2

39

39

32

37

41

31

30

39

35

43

35

53

41

27

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Elderly Support Performance

Q2. How has Council performed on ‘elderly support services’ over the last 12 months?



77

75

73

73

71

71

71

71

70

65+

Women

18-34

Glen Eira

State-wide

Metro

50-64

35-49

Men

76

77

77

75

73

73

70

76

73

74

77

77

74

73

74

73

70

70

70

76

73

72

72

n/a

73

71

68

72

77

72

73

73

n/a

76

70

68

72

77

77

73

73

n/a

76

65

67

2017 Disadvantaged Support Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘disadvantaged support services’ be as a responsibility for Council?




22

28

24

25

27

28

26

26

16

28

16

22

28

27

53

46

50

44

43

39

41

41

54

52

64

49

39

55

19

20

21

25

22

25

24

25

23

15

15

23

23

15

3

2

2

4

5

5

5

5

4

2

2

3

6

2

2

1

2

1

1

2

1

2

2

2

3

2

1

3

2

1

1

2

2

1

2

2

2

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Disadvantaged Support Importance

Q1. Firstly, how important should ‘disadvantaged support services’ be as a responsibility for Council?



64

64

63

62

62

62

61

59

56

Men

18-34

35-49

Metro

Glen Eira

65+

State-wide

Women

50-64

63

63

62

62

63

68

61

63

59

64

67

64

63

66

68

62

67

62

63

64

70

n/a

66

68

64

68

62

63

63

64

n/a

62

64

62

62

58

64

68

61

n/a

64

66

63

64

56

2017 Disadvantaged Support Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘disadvantaged support services’ over the last 12 months?




4

5

6

7

4

7

6

6

6

2

4

2

6

4

24

20

29

24

25

27

25

23

28

21

35

19

13

27

21

21

22

21

24

21

22

20

22

20

22

19

22

21

5

3

2

2

4

5

6

6

3

6

5

2

8

5

1

1

1

1

1

2

1

1

1

2

2

45

49

40

45

43

39

39

43

39

50

35

57

49

41

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Disadvantaged Support Performance

Q2. How has Council performed on ‘disadvantaged support services’ over the last 12 months?



79

76

75

75

75

74

73

72

70

35-49

65+

50-64

Women

Glen Eira

Men

Metro

State-wide

18-34

77

76

74

78

76

73

73

73

75

76

72

73

73

72

70

72

72

67

79

74

74

77

74

72

n/a

72

71

78

73

76

78

75

71

n/a

72

71

76

72

75

74

73

71

n/a

72

68

2017 Recreational Facilities Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘recreational facilities’ be as a responsibility for Council?




27

27

21

28

29

23

24

24

28

27

25

34

24

25

46

51

49

45

44

49

46

47

44

48

35

47

55

56

22

18

26

24

24

21

26

26

25

20

33

18

19

13

4

3

4

3

2

5

4

3

3

4

7

2

4

1

1

1

1

1

1

1

1

2

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Recreational Facilities Importance

Q1. Firstly, how important should ‘recreational facilities’ be as a responsibility for Council?



78

76

75

75

75

74

73

73

70

35-49

65+

Women

Glen Eira

Men

50-64

Metro

18-34

State-wide

80

75

76

76

76

78

73

73

69

81

81

80

80

80

75

74

80

70

84

77

80

80

80

80

n/a

79

71

76

73

76

77

79

77

n/a

80

70

75

79

79

77

75

77

n/a

77

70

2017 Recreational Facilities Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘recreational facilities’ over the last 12 months?




32

29

37

38

34

33

22

25

34

30

31

33

30

32

41

46

45

43

43

44

43

45

38

44

38

48

36

41

20

17

12

12

16

16

22

20

22

18

22

15

26

16

3

2

3

2

3

5

7

5

3

3

4

2

2

5

2

1

1

1

2

1

2

1

4

1

1

3

5

2

4

2

2

4

4

1

4

2

5

5

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Recreational Facilities Performance

Q2. How has Council performed on ‘recreational facilities’ over the last 12 months?



79

79

76

75

75

75

75

74

70

65+

35-49

Women

Glen Eira

Men

50-64

Metro

State-wide

18-34

80

82

80

78

76

76

74

74

75

75

78

75

73

72

76

73

73

68

74

77

77

74

71

75

n/a

73

72

75

75

76

73

70

77

n/a

74

68

73

74

75

72

69

77

n/a

73

68

2017 Public Areas Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘the appearance of public areas’ be as a responsibility for Council?




28

30

21

24

26

22

26

27

26

30

20

35

27

32

47

53

54

50

45

48

47

48

50

44

45

45

50

51

23

17

25

25

26

26

24

23

23

22

31

20

20

16

2

1

1

3

3

2

2

1

3

4

4

1

1

2

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Public Areas Importance

Q1. Firstly, how important should ‘the appearance of public areas’ be as a responsibility for Council?



76

76

75

75

75

74

74

72

71

35-49

Men

50-64

65+

Glen Eira

Women

18-34

Metro

State-wide

76

75

71

76

76

76

77

72

71

77

77

73

78

78

79

82

73

72

84

79

74

77

79

79

80

n/a

72

76

76

75

71

75

75

76

n/a

71

71

73

72

77

74

75

77

n/a

71

2017 Public Areas Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘the appearance of public areas’ over the last 12 months?




29

26

33

37

30

27

25

24

27

30

31

26

27

30

50

54

49

43

48

48

46

48

56

44

47

54

50

48

15

14

15

16

17

19

20

20

12

18

11

18

20

15

4

3

2

2

3

3

6

6

4

5

9

3

3

1

1

1

2

2

2

2

1

2

2

1

2

1

1

1

1

1

1

1

1

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Public Areas Performance

Q2. How has Council performed on ‘the appearance of public areas’ over the last 12 months?



74

72

72

69

68

67

66

64

64

65+

Women

35-49

Glen Eira

50-64

Metro

Men

18-34

State-wide

72

74

71

70

72

68

65

66

66

74

73

69

69

65

69

65

66

65

70

75

69

71

70

n/a

67

74

66

71

72

66

67

69

n/a

62

65

66

72

74

70

70

70

n/a

66

68

66

2017 Art Centres & Libraries Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘art centres and libraries’ be as a responsibility for Council?




22

21

17

21

18

20

15

18

19

25

18

26

21

25

40

43

47

48

40

45

39

41

39

41

36

39

40

47

29

30

32

27

36

30

34

32

28

29

27

30

32

24

8

5

3

4

5

4

9

7

13

3

16

4

6

2

1

2

1

2

1

2

1

1

1

1

1

1

1

1

2

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Art Centres & Libraries Importance

Q1. Firstly, how important should ‘art centres and libraries’ be as a responsibility for Council?



79

78

77

76

75

75

75

73

73

Women

65+

35-49

Glen Eira

50-64

18-34

Metro

Men

State-wide

77

76

76

75

73

73

74

73

72

81

81

78

78

76

77

75

75

73

82

81

85

81

79

78

n/a

79

75

79

77

77

76

75

75

n/a

72

73

79

80

75

76

77

75

n/a

73

73

2017 Art Centres & Libraries Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘art centres and libraries’ over the last 12 months?




28

23

26

36

25

29

23

25

24

33

29

29

25

29

44

50

52

44

46

44

43

44

44

43

40

43

46

47

18

15

11

9

17

17

18

17

21

16

25

13

20

12

2

4

1

3

2

3

4

3

4

1

2

4

1

2

1

1

1

1

1

7

8

9

8

10

5

10

10

7

7

4

10

8

8

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Art Centres & Libraries Performance

Q2. How has Council performed on ‘art centres and libraries’ over the last 12 months?



65

65

63

62

61

61

61

59

58

65+

Women

18-34

Glen Eira

Metro

State-wide

35-49

Men

50-64

62

68

65

63

62

62

63

58

60

63

63

59

60

62

62

62

57

57

60

67

65

62

n/a

62

60

58

62

62

65

58

59

n/a

62

55

52

62

59

63

63

60

n/a

62

56

57

62

2017 Community Activities Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘community and cultural activities’ be as a responsibility for Council?




12

12

10

12

8

9

12

13

12

13

16

8

12

11

38

39

35

36

34

36

35

35

32

43

33

41

31

47

38

38

44

41

44

41

39

39

41

36

40

40

37

34

8

9

9

10

13

11

11

11

11

6

9

5

16

4

3

2

2

1

1

2

2

2

4

2

2

5

3

2

1

1

1

1

1

1

1

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Community Activities Importance

Q1. Firstly, how important should ‘community and cultural activities’ be as a responsibility for Council?



73

72

70

70

69

69

68

68

64

35-49

65+

Metro

Women

State-wide

Glen Eira

50-64

Men

18-34

72

68

71

69

69

68

67

67

65

69

75

71

73

69

70

68

67

67

78

73

n/a

73

70

74

75

75

70

70

65

n/a

71

69

68

69

65

66

62

71

n/a

69

68

66

69

62

64

2017 Community Activities Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘community and cultural activities’ over the last 12 months?




15

19

17

23

15

12

17

18

14

17

11

22

13

15

41

34

44

39

38

40

42

43

41

41

40

37

41

47

28

28

25

24

29

29

25

23

30

26

31

26

30

22

4

7

4

2

4

7

5

5

4

4

9

2

3

1

1

1

1

1

1

11

12

10

13

14

12

10

11

11

12

9

12

12

14

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Community Activities Performance

Q2. How has Council performed on ‘community and cultural activities’ over the last 12 months?



83

83

82

82

82

81

81

81

79

Women

35-49

65+

Glen Eira

50-64

Men

18-34

Metro

State-wide

85

84

83

83

82

80

83

82

80

80

78

81

79

85

78

76

81

79

84

81

80

80

82

76

78

n/a

79

81

81

84

80

82

78

75

n/a

79

82

82

79

81

84

79

78

n/a

78

2017 Waste Management Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘waste management’ be as a responsibility for Council?




44

44

33

38

40

37

36

40

45

43

47

44

43

39

42

44

53

44

43

48

46

46

39

45

35

42

44

51

12

10

13

17

13

13

16

13

14

10

15

12

11

10

2

1

1

3

1

1

1

2

1

4

1

1

1

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Waste Management Importance

Q1. Firstly, how important should ‘waste management’ be as a responsibility for Council?



80

79

77

77

76

76

75

74

71

65+

35-49

Men

Glen Eira

Women

50-64

Metro

18-34

State-wide

81

81

79

78

78

76

76

75

70

83

81

80

80

80

80

77

76

72

83

81

82

81

80

82

n/a

79

73

81

77

80

79

78

80

n/a

81

71

82

75

78

79

80

81

n/a

78

72

2017 Waste Management Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘waste management’ over the last 12 months?




31

35

33

39

35

33

25

29

29

33

25

36

30

34

48

46

52

44

50

51

44

48

53

44

49

47

48

50

17

14

12

13

12

10

18

16

16

18

22

15

20

11

2

3

1

1

3

2

6

5

1

2

2

1

2

3

1

1

2

3

1

2

2

1

1

2

1

3

2

3

1

2

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Waste Management Performance

Q2. How has Council performed on ‘waste management’ over the last 12 months?



67

63

60

60

58

58

58

56

53

State-wide

65+

35-49

Metro

Women

Glen Eira

Men

18-34

50-64

67

59

56

60

60

57

54

60

53

67

59

54

59

58

55

52

55

53

67

55

55

n/a

60

56

51

57

56

67

60

55

n/a

61

56

50

55

56

66

61

52

n/a

60

55

51

56

54

2017 Business/Development/Tourism Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘business and community development and tourism’ be as a responsibility for Council?




12

9

5

9

10

7

21

12

11

13

16

11

7

11

29

32

31

29

27

31

38

33

30

28

22

33

28

37

36

37

44

39

42

38

30

36

38

35

35

41

38

31

18

14

15

17

19

19

8

15

17

19

26

12

22

10

2

4

3

3

2

3

2

2

2

2

2

1

4

2

2

3

2

3

1

1

1

1

2

2

1

8

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Business/Development/Tourism Importance

Q1. Firstly, how important should ‘business and community development and tourism’ be as a responsibility for Council?



61

60

60

59

58

58

57

56

51

State-wide

Metro

18-34

Women

65+

35-49

Glen Eira

Men

50-64

60

62

59

59

59

56

58

56

59

61

62

64

62

63

57

61

60

57

62

n/a

56

61

59

62

58

56

57

62

n/a

59

58

59

54

57

56

56

62

n/a

60

61

57

55

57

54

57

2017 Business/Development/Tourism Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘business and community development and tourism’ over the last 12 months?




4

6

5

4

4

4

11

6

4

4

5

4

3

4

29

25

29

25

25

25

34

31

31

27

36

28

18

27

34

32

34

30

36

31

29

31

34

34

36

36

34

28

9

9

5

8

9

9

10

9

14

5

9

10

13

6

2

2

1

1

1

1

3

2

3

2

2

1

4

4

21

27

27

34

25

30

14

22

14

28

11

20

29

30

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Business/Development/Tourism Performance

Q2. How has Council performed on ‘business and community development and tourism’ over the last 12 months?



80

79

76

76

75

74

73

72

68

65+

35-49

50-64

Women

Glen Eira

Men

Metro

State-wide

18-34

74

73

79

76

75

73

72

73

74

76

72

76

74

71

69

72

72

65

74

71

79

75

72

68

n/a

72

67

74

73

76

73

71

69

n/a

73

64

75

74

77

72

70

68

n/a

72

58

2017 Town Planning Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘council’s general town planning policy’ be as a responsibility for Council?




30

30

24

24

28

23

26

26

30

30

16

39

35

34

42

39

41

40

34

36

41

41

39

45

44

43

38

41

17

23

26

27

28

29

24

23

19

15

24

11

16

14

4

3

5

4

6

5

4

5

5

3

7

4

3

1

1

1

1

1

1

1

1

1

2

2

1

2

6

4

4

4

3

6

4

4

6

6

7

1

4

10

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Town Planning Importance

Q1. Firstly, how important should ‘council’s general town planning policy’ be as a responsibility for Council?



58

55

53

53

51

49

46

44

40

18-34

Men

State-wide

Metro

65+

Glen Eira

35-49

Women

50-64

52

49

52

54

47

49

50

49

45

53

54

54

55

54

52

51

50

46

57

56

55

n/a

54

56

57

55

53

63

59

55

n/a

55

57

56

56

51

65

56

54

n/a

57

56

51

56

48

2017 Town Planning Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘council’s general town planning policy’ over the last 12 months?




4

3

6

6

5

6

5

5

5

2

4

4

3

3

24

20

22

26

27

27

26

25

29

20

31

20

15

28

30

30

35

30

32

29

30

28

32

29

31

33

25

29

14

15

12

13

10

10

14

14

12

16

7

16

20

16

10

7

9

4

2

5

7

6

6

13

4

13

16

8

19

25

16

21

24

23

19

20

16

21

24

13

20

16

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Town Planning Performance

Q2. How has Council performed on ‘council’s general town planning policy’ over the last 12 months?



82

81

81

80

78

76

76

72

71

50-64

65+

35-49

Women

Glen Eira

Metro

Men

State-wide

18-34

77

81

74

77

75

74

72

71

70

80

76

75

76

74

74

71

71

68

81

77

75

79

75

n/a

70

71

69

76

80

72

76

73

n/a

70

71

68

81

77

75

76

73

n/a

70

71

62

2017 Planning & Building Permits Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘planning and building permits’ be as a responsibility for Council?




38

32

30

32

33

31

27

34

34

42

24

46

47

40

38

38

41

40

35

36

38

38

39

38

44

32

33

44

19

22

21

21

23

21

25

21

22

16

27

18

16

9

3

4

3

5

5

6

5

4

5

1

4

3

3

3

1

1

2

1

3

3

1

1

1

2

1

3

3

2

2

3

3

2

1

1

3

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Planning & Building Permits Importance

Q1. Firstly, how important should ‘planning and building permits’ be as a responsibility for Council?



55

51

50

49

46

46

43

42

36

18-34

State-wide

Men

Metro

65+

Glen Eira

35-49

Women

50-64

47

50

45

50

41

46

50

46

43

49

54

51

53

52

49

49

48

44

61

53

58

n/a

49

56

59

54

49

63

55

58

n/a

54

56

53

54

51

61

54

53

n/a

54

53

50

53

44

2017 Planning & Building Permits Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘planning and building permits’ over the last 12 months?




3

2

4

7

5

5

5

5

3

4

2

4

3

4

21

19

24

24

24

24

23

22

25

17

31

18

10

19

29

26

25

27

35

27

27

26

32

27

31

29

27

28

17

18

16

12

10

13

14

15

13

20

7

20

23

20

12

10

9

5

3

6

9

10

9

15

5

15

21

10

18

25

21

26

23

25

23

22

18

18

24

13

16

18

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Planning & Building Permits Performance

Q2. How has Council performed on ‘planning and building permits’ over the last 12 months?



79

77

77

74

73

72

71

70

69

18-34

Women

65+

Glen Eira

Metro

State-wide

Men

35-49

50-64

79

79

73

75

74

73

71

75

72

73

76

72

73

74

73

69

71

74

77

80

71

73

n/a

73

67

69

76

72

75

69

71

n/a

72

67

69

73

76

77

70

72

n/a

71

66

67

73

2017 Environmental Sustainability Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘environmental sustainability’ be as a responsibility for Council?




31

34

26

28

28

26

29

30

26

36

38

24

26

33

42

37

44

43

37

43

40

41

41

43

42

44

37

45

20

22

21

22

29

22

24

22

25

16

18

21

25

17

4

4

7

5

4

5

5

5

5

4

8

7

4

2

1

1

3

2

2

1

2

1

2

2

4

1

1

1

1

1

1

1

1

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Environmental Sustainability Importance

Q1. Firstly, how important should ‘environmental sustainability’ be as a responsibility for Council?



68

65

64

64

63

63

63

61

60

65+

35-49

Metro

State-wide

Women

Glen Eira

Men

18-34

50-64

64

64

64

63

60

60

60

53

61

70

69

65

64

69

68

67

67

67

66

68

n/a

64

67

65

63

62

64

66

66

n/a

64

66

66

65

66

64

64

58

n/a

64

66

63

61

67

64

2017 Environmental Sustainability Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘environmental sustainability’ over the last 12 months?




9

8

14

12

10

11

10

10

9

9

4

10

8

17

32

31

40

33

36

34

37

37

31

33

33

36

26

30

34

27

30

28

30

29

29

28

35

34

40

35

33

26

4

10

4

6

5

9

7

6

3

5

5

2

5

3

2

3

1

1

2

2

3

1

2

4

2

19

22

11

20

19

16

14

16

18

19

18

14

23

21

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Environmental Sustainability Performance

Q2. How has Council performed on ‘environmental sustainability’ over the last 12 months?



79

79

77

77

77

76

75

74

74

Women

35-49

50-64

65+

Glen Eira

State-wide

Metro

Men

18-34

78

77

79

77

78

76

75

77

78

n/a

n/a

n/a

n/a

n/a

75

74

n/a

n/a

78

75

79

73

74

75

n/a

70

72

76

73

77

74

73

75

n/a

70

70

76

74

74

75

72

75

n/a

68

68

2017 Population Growth Importance2016 2015 2014 2013 2012

Q1. Firstly, how important should ‘planning for population growth in the area’ be as a responsibility for Council?




36

39

33

33

29

36

36

32

40

33

37

39

36

38

36

38

36

39

38

37

37

39

31

48

37

37

19

17

23

22

21

19

19

22

16

31

9

15

17

5

5

5

6

6

4

5

6

3

4

6

4

5

1

1

2

2

1

1

1

2

2

2

1

1

2

1

1

2

2

2

3

5

2017 Glen Eira

2016 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Population Growth Importance

Q1. Firstly, how important should ‘planning for population growth in the area’ be as a responsibility for Council?



52

52

51

50

49

48

47

47

44

State-wide

18-34

Metro

Men

65+

Glen Eira

Women

35-49

50-64

51

43

51

41

48

44

48

45

41

54

n/a

54

n/a

n/a

n/a

n/a

n/a

n/a

54

57

n/a

53

57

54

55

52

49

54

57

n/a

50

53

53

55

50

49

52

59

n/a

52

54

53

53

47

50

2017 Population Growth Performance2016 2015 2014 2013 2012

Q2. How has Council performed on ‘planning for population growth in the area’ over the last 12 months?




4

4

3

5

3

7

6

4

4

4

4

4

6

21

13

20

19

22

24

22

20

22

25

22

14

20

27

29

32

34

30

29

30

30

25

22

27

32

31

19

21

12

12

15

16

17

17

22

16

24

21

15

8

9

1

4

3

7

7

6

10

5

9

9

9

20

24

33

26

26

16

18

23

18

27

13

20

19

2017 Glen Eira

2016 Glen Eira

2014 Glen Eira

2013 Glen Eira

2012 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+


2017 Population Growth Performance

Q2. How has Council performed on ‘planning for population growth in the area’ over the last 12 months?



Please note that for the reason of simplifying reporting, interlocking age and gender reporting has not

been included in this report. Interlocking age and gender analysis is still available in the dashboard

and data tables provided alongside this report.

Gender Age

48%52%

Men

Women

9%

23%

27%

20%

20%18-24

25-34

35-49

50-64

65+

S3. [Record gender] / S4. To which of the following age groups do you belong?



S6. Which of the following BEST describes your household?


2017 Household Structure

%

13

9

2

5

24

28

17

Single person living alone

Single living with friends or housemates

Single living with children 16 or under

Single with children but none 16 or under living at home

Married or living with partner, no children

Married or living with partner with children 16 or underat home

Married or living with partner with children but none 16or under at home

Do not wish to answer


2017 Years Lived in Area

20

11

7

15

11

14

13

12

11

13

65

76

81

74

76

2017 Glen Eira

2016 Glen Eira

2015 Glen Eira

2014 Glen Eira

2013 Glen Eira

% 0-5 years 5-10 years 10+ years Can't say

S5. How long have you lived in this area?/How long have you owned a property in this area?



2017 Years Lived in Area

20

11

14

16

22

19

45

13

5

5

14

13

17

15

14

15

11

27

8

9

25

30

24

22

25

25

16

38

28

16

17

22

18

20

17

17

22

9

21

15

24

24

28

27

23

25

5

12

37

56

2017 Glen Eira

2016 Glen Eira

State-wide

Metro

Men

Women

18-34

35-49

50-64

65+

% 0-5 years 5-10 years 10-20 years 20-30 years 30+ years Can't say

S5. How long have you lived in this area?/How long have you owned a property in this area?



The survey was revised in 2012. As a result:

The survey is now conducted as a representative random probability survey of residents aged 18

years or over in local councils, whereas previously it was conducted as a ‘head of household’

survey.

As part of the change to a representative resident survey, results are now weighted post survey to

the known population distribution of Glen Eira City Council according to the most recently

available Australian Bureau of Statistics population estimates, whereas the results were previously

not weighted.

The service responsibility area performance measures have changed significantly and the rating

scale used to assess performance has also changed.

As such, the results of the 2012 State-wide Local Government Community Satisfaction Survey should

be considered as a benchmark. Please note that comparisons should not be made with the State-wide

Local Government Community Satisfaction Survey results from 2011 and prior due to the

methodological and sampling changes. Comparisons in the period 2012-2017 have been made

throughout this report as appropriate.


Demographic

Actual

survey

sample size

Weighted

base

Maximum margin of

error at 95%

confidence interval

Glen Eira City Council 400 400 +/-4.9

Men 166 193 +/-7.6

Women 234 207 +/-6.4

18-34 years 55 130 +/-13.3

35-49 years 99 109 +/-9.9

50-64 years 125 81 +/-8.8

65+ years 121 80 +/-8.9

The sample size for the 2017 State-wide Local Government Community Satisfaction Survey for Glen

Eira City Council was n=400. Unless otherwise noted, this is the total sample base for all reported

charts and tables.

The maximum margin of error on a sample of approximately n=400 interviews is +/-4.9% at the 95%

confidence level for results around 50%. Margins of error will be larger for any sub-samples. As an

example, a result of 50% can be read confidently as falling midway in the range 45.1% - 54.9%.

Maximum margins of error are listed in the table below, based on a population of 115,000 people aged

18 years or over for Glen Eira City Council, according to ABS estimates.


All participating councils are listed in the state-wide report published on the DELWP website. In 2017,

68 of the 79 Councils throughout Victoria participated in this survey. For consistency of analysis and

reporting across all projects, Local Government Victoria has aligned its presentation of data to use

standard council groupings. Accordingly, the council reports for the community satisfaction survey

provide analysis using these standard council groupings. Please note that councils participating across

2012-2017 vary slightly.

Council Groups

Glen Eira City Council is classified as a Metropolitan council according to the following classification

list:

Metropolitan, Interface, Regional Centres, Large Rural & Small Rural

Councils participating in the Metropolitan group are: Banyule, Bayside, Boroondara, Brimbank, Glen

Eira, Greater Dandenong, Frankston, Kingston, Knox, Manningham, Maroondah, Melbourne, Monash,

Moonee Valley, Moreland, Port Phillip, Stonnington and Whitehorse.

Wherever appropriate, results for Glen Eira City Council for this 2017 State-wide Local Government

Community Satisfaction Survey have been compared against other participating councils in the

Metropolitan group and on a state-wide basis. Please note that council groupings changed for 2015,

and as such comparisons to council group results before that time can not be made within the reported

charts.


Index Scores

Many questions ask respondents to rate council performance on a five-point scale, for example, from

‘very good’ to ‘very poor’, with ‘can’t say’ also a possible response category. To facilitate ease of

reporting and comparison of results over time, starting from the 2012 survey and measured against the

state-wide result and the council group, an ‘Index Score’ has been calculated for such measures.

The Index Score is calculated and represented as a score out of 100 (on a 0 to 100 scale), with ‘can’t

say’ responses excluded from the analysis. The ‘% RESULT’ for each scale category is multiplied by

the ‘INDEX FACTOR’. This produces an ‘INDEX VALUE’ for each category, which are then summed to

produce the ‘INDEX SCORE’, equating to ‘60’ in the following example.

SCALE

CATEGORIES% RESULT INDEX FACTOR INDEX VALUE

Very good 9% 100 9

Good 40% 75 30

Average 37% 50 19

Poor 9% 25 2

Very poor 4% 0 0

Can’t say 1% -- INDEX SCORE 60


Similarly, an Index Score has been calculated for the Core question ‘Performance direction in the last

12 months’, based on the following scale for each performance measure category, with ‘Can’t say’

responses excluded from the calculation.

SCALE CATEGORIES % RESULT INDEX FACTOR INDEX VALUE

Improved 36% 100 36

Stayed the same 40% 50 20

Deteriorated 23% 0 0

Can’t say 1% -- INDEX SCORE 56


Index scores are indicative of an overall rating on a particular service area. In this context, index scores

indicate:

a) how well council is seen to be performing in a particular service area; or

b) the level of importance placed on a particular service area.

For ease of interpretation, index score ratings can be categorised as follows:

INDEX SCORE Performance implication Importance implication

75 – 100Council is performing very well

in this service area

This service area is seen to be

extremely important

60 – 75Council is performing well in this service

area, but there is room for improvement


very important

50 – 60Council is performing satisfactorily in

this service area but needs to improve


fairly important

40 – 50Council is performing poorly



somewhat important

0 – 40Council is performing very poorly



not that important


The test applied to the Indexes was an Independent Mean Test, as follows:

Z Score = ($1 - $2) / Sqrt (($3*2 / $5) + ($4*2 / $6))

Where:

$1 = Index Score 1

$2 = Index Score 2

$3 = unweighted sample count 1

$4 = unweighted sample count 1

$5 = standard deviation 1

$6 = standard deviation 2

All figures can be sourced from the detailed cross tabulations.

The test was applied at the 95% confidence interval, so if the Z Score was greater than +/- 1.954 the

scores are significantly different.


Core, Optional and Tailored Questions

Over and above necessary geographic and demographic questions required to ensure sample

representativeness, a base set of questions for the 2017 State-wide Local Government Community

Satisfaction Survey was designated as ‘Core’ and therefore compulsory inclusions for all participating

Councils.

These core questions comprised:

Overall performance last 12 months (Overall performance)

Lobbying on behalf of community (Advocacy)

Community consultation and engagement (Consultation)

Decisions made in the interest of the community (Making community decisions)

Condition of sealed local roads (Sealed local roads)

Contact in last 12 months (Contact)

Rating of contact (Customer service)

Overall council direction last 12 months (Council direction)

Reporting of results for these core questions can always be compared against other participating

councils in the council group and against all participating councils state-wide. Alternatively, some

questions in the 2017 State-wide Local Government Community Satisfaction Survey were optional.

Councils also had the ability to ask tailored questions specific only to their council.


Reporting

Every council that participated in the 2017 State-wide Local Government Community Satisfaction

Survey receives a customised report. In addition, the state government is supplied with a state-wide

summary report of the aggregate results of ‘Core’ and ‘Optional’ questions asked across all council

areas surveyed.

Tailored questions commissioned by individual councils are reported only to the commissioning council

and not otherwise shared unless by express written approval of the commissioning council.

The overall State-wide Local Government Community Satisfaction Report is available at

https://www.localgovernment.vic.gov.au/our-programs/council-community-satisfaction-survey.

.

https://www.localgovernment.vic.gov.au/our-programs/council-community-satisfaction-survey


Core questions: Compulsory inclusion questions for all councils participating in the CSS.

CSS: 2017 Victorian Local Government Community Satisfaction Survey.

Council group: One of five classified groups, comprising: metropolitan, interface, regional centres, large rural and

small rural.

Council group average: The average result for all participating councils in the council group.

Highest / lowest: The result described is the highest or lowest result across a particular demographic sub-group e.g.

men, for the specific question being reported. Reference to the result for a demographic sub-group being the highest or

lowest does not imply that it is significantly higher or lower, unless this is specifically mentioned.

Index score: A score calculated and represented as a score out of 100 (on a 0 to 100 scale). This score is sometimes

reported as a figure in brackets next to the category being described, e.g. men 50+ (60).

Optional questions: Questions which councils had an option to include or not.

Percentages: Also referred to as ‘detailed results’, meaning the proportion of responses, expressed as a percentage.

Sample: The number of completed interviews, e.g. for a council or within a demographic sub-group.

Significantly higher / lower: The result described is significantly higher or lower than the comparison result based on

a statistical significance test at the 95% confidence limit. If the result referenced is statistically higher or lower then this

will be specifically mentioned, however not all significantly higher or lower results are referenced in summary reporting.

Statewide average: The average result for all participating councils in the State.

Tailored questions: Individual questions tailored by and only reported to the commissioning council.

Weighting: Weighting factors are applied to the sample for each council based on available age and gender

proportions from ABS census information to ensure reported results are proportionate to the actual population of the

council, rather than the achieved survey sample.

Contact Us:

03 8685 8555

John Scales

Managing Director

Mark Zuker

Managing Director

Background and objectives - Glen Eira City Council Community Satisfaction Survey throughout...

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