City of Des Resident Survey Manager/2018... · 2019-04-25 · 2018 City of Des Moines Resident...

Findings Report

…helping organizations make better decisions since 1982

Submitted to the City of Des Moines, Iowa: ETC Institute 725 W. Frontier Lane, Olathe, Kansas 66061

January 2019

City of Des Moines

Resident Survey

Contents

Executive Summary ....................................................................... i

Section 1: Charts and Graphs ....................................................... 1

Section 2: Importance‐Satisfaction Analysis .............................. 34

Section 3: Benchmarking Analysis .............................................. 52

Section 4: Tabular Data .............................................................. 63

Section 5: Survey Instrument ................................................... 122

Executive Su

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2018 City of Des Moines Resident Survey Executive Summary

Purpose and Methodology

ETC Institute administered a survey to residents of the City of Des Moines during the winter of 2018. The purpose of the survey was to gather feedback on how the City is meeting community needs. Responses will help guide future decisions about how to spend tax dollars and how City leaders will allocate resources.

The seven‐page survey, cover letter and postage paid return envelope were mailed to a random sample of households in the City of Des Moines. The cover letter explained the purpose of the survey and encouraged residents to either return their survey by mail or complete the survey online at www.DesMoinesGov.org. At the end of the online survey, residents were asked to enter their home address, this was done to ensure that only responses from residents who were part of the random sample were included in the final survey database.

Ten days after the surveys were mailed, ETC Institute sent emails and placed phone calls to the households that received the survey to encourage participation. The emails contained a link to the on‐line version of the survey to make it easy for residents to complete the survey. To prevent people who were not residents of Des Moines from participating, everyone who completed the survey on‐line was required to enter their home address prior to submitting the survey. ETC Institute then matched the addresses that were entered on‐line with the addresses that were originally selected for the random sample. If the address from a survey completed on‐line did not match one of the addresses selected for the sample, the on‐line survey was not counted.

The goal was to obtain completed surveys from at least 800 residents. The goal was exceeded with a total of 1,291 residents completing the survey. The overall results for the sample of 1,291 households have a precision of at least +/‐3.2% at the 95% level of confidence. The map to the right shows the location of all survey respondents.

The percentage of “don’t know” responses has been excluded from many of the graphs shown in this report to facilitate valid comparisons of the results from Des Moines with the results from other communities in ETC Institute’s DirectionFinder® database. Since the number of “don’t know” responses often reflects the utilization and

2018 City of Des Moines Resident Survey Findings Report

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awareness of city services, the percentage of “don’t know” responses has been provided in the tabular data section of this report. When the “don’t know” responses have been excluded, the text of this report will indicate that the responses have been excluded with the phrase “who had an opinion.”

This report contains the following:

an executive summary of the methodology and major findings

charts depicting the overall results of the survey

importance‐satisfaction analysis to help the City use survey data to set priorities

benchmarking data that shows how the survey results for Des Moines compare to othercities in the United States

tabular data for the overall results to each question of the survey

a copy of the survey instrument.

Overall Satisfaction with Customer Service

Thirty‐eight percent (38%) of those surveyed indicated they had called or visited the City with a question, problem, or complaint during the past year. The most common method for contacting the survey was by phone (77%). Overall, a majority (75%) of respondents found it to be either “very easy” (43%) or “somewhat easy” (32%) to address their issue when contacting the City. Respondents who had contacted the City during the past year were asked to indicate how often the employees they contacted displayed four different behaviors. Based on the sum of “always” and “usually” responses, City employees performed very well overall. Politeness was the behavior which respondents indicated, based on the sum of “always” and “usually” responses, employees displayed the most.

GuideDSM (Des Moines Strategic Plan 2015‐2020‐2030)

The Des Moines City Council adopted a new strategic plan, GuideDSM in 2015. GuideDSM is used as a roadmap for making Des Moines a better place for all that will improve neighborhoods, public safety, and quality of life. Also known as the Des Moines Strategic Plan 2015‐2020‐2030, Guide DSM clearly communicates Mayor and City Council priorities to Des Moines’ residents and businesses. The following is a brief summary of the questions on the 2018 City of Des Moines Resident survey that address each of the five major areas of the plan; Financial Soundness, Sustainability, High Performing Organization, Upgraded Infrastructure and Buildings, and Livable Community. Respondents were asked to indicate their lever of agreement regarding each of the five major areas on a 5‐point scale where “strongly agree” is 5 and “strongly disagree” is 4, “Don’t Know” responses have been excluded from this summary.

Goal of Being a Financially Sound City. The highest levels of agreement with statements

regarding the Financial Soundness of Des Moines, based upon the combined percentage of “strongly agree” and “agree” responses from residents who had an opinion, were: City services are reliable (67%), City services are delivered in an efficient, cost effective manner (51%), and the City of Des Moines if a financially sound city (51%). Respondents least agreed with the following statement: the City does a good job partnering with businesses and other organizations to minimize the tax burden on residents (33%).


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Goal of Being a Sustainable Community. The highest levels of agreement with statements

regarding the Sustainability of Des Moines, based upon the combined percentage of “strongly agree” and “agree” responses from residents who had an opinion, were: the City is a good place to live (81%), I like the neighborhood where I live (75%), and the City is an attractive/beautiful City (74%). Respondents least agreed with the following statement: the City has improved its Greenhouse gas emissions (34%).

Goal of Being a High Performing Organization. The highest levels of agreement with

statements regarding the performance of the City of Des Moines as an organization, based upon the combined percentage of “strongly agree” and “agree” responses from residents who had an opinion, were: the City provides customer‐friendly services (65%), it is easy to access City services and information (60%), and the City uses data to make decisions (44%). Respondents least agreed with the following statement: the City quickly adapts to changes (31%).

Goal to Provide Upgraded Infrastructure and Buildings. The highest levels of agreement

with statements regarding upgraded infrastructure and buildings in Des Moines, based upon the combined percentage of “strongly agree” and “agree” responses from residents who had an opinion, were: travel times on City streets are predictable (77%), travel time on City streets are acceptable (69%), and City buildings and infrastructure make the City more attractive (63%). Respondents least agreed with the following statement: residents of Des Moines have affordable access to the latest technology infrastructure (35%).

Goal of Being a Livable Community. The highest levels of agreement with statements

regarding the livability of Des Moines, based upon the combined percentage of “strongly agree” and “agree” responses from residents who had an opinion, were: the City of Des Moines is a livable community (84%), the City’s library is a resource center for the community (83%), and there are adequate trails for leisure and recreation (82%). Respondents least agreed with the following statement: the City is diverse and culturally inclusive (67%).

Overall, a majority of those surveyed agreed with most of the statements provided. Respondents were most in agreement, as a whole, with statements regarding the City’s goal of being a livable community. City leaders should continue to emphasize the City’s libraries and leisure and recreation opportunities. These assets all contribute to and are a part of the livability of Des Moines. Partnering with business and quickly adapting to change are two areas that the City should continue to emphasize as areas of improvement, these areas saw the lowest level of agreement among all the statements that were rated.

Satisfaction with Specific City Services

Police Services. The highest levels of satisfaction with police services, based upon thecombined percentage of “very satisfied” and “satisfied” responses from residents who hadan opinion, were: the overall quality of police protection (73%), the professionalism of citypolice officers (71%) and how quickly police respond to emergencies (71%). Nearly two‐thirds (63%) of those surveyed indicated they would like the City to emphasize the visibilityof police in neighborhoods over the next two years. This item also was among the toppriorities derived from the Importance‐Satisfaction Analysis.


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Fire Services. The highest levels of satisfaction with fire services, based upon the combinedpercentage of “very satisfied” and “satisfied” responses from residents who had an opinion,were: professionalism of the City’s Fire Fighters (87%), the fire personnel response time toemergencies (86%), and the overall quality of fire protection (86%). Nearly half of allrespondents indicated they would like to see the City emphasize the overall quality ofambulance and paramedic services and how quickly fire personnel respond to emergenciesover the next two years.

Parks and Recreation. The highest levels of satisfaction with parks and recreation services,based upon the combined percentage of “very satisfied” and “satisfied” responses fromresidents who had an opinion, were: the number and location of City parks (81%), thenumber of walking and biking trails in Des Moines (77%), and the overall quality of Cityparks (74%). The use of “green” practices and the overall quality of pools are the two itemsrespondents would most like to see emphasized over the next two years.

Communication. The highest levels of satisfaction with City communications, based uponthe combined percentage of “very satisfied” and “satisfied” responses of residents who hadan opinion, were: the quality of the City Source newsletter (62%) and availability ofinformation about programs and services (45%). Residents were also asked to rate theirsatisfaction with various aspects of the City’s website; a majority of residents weregenerally satisfied with the three areas rated. The results showed that sixty percent (58%)of residents, who had an opinion, were “very satisfied” and “satisfied” with the ability tofind information on the City’s website, 58% were satisfied with the ability to use onlineservices on the City’s website, and 55% were satisfied with the overall quality of onlineservices on the City’s website. Fifty‐nine percent (59%) of respondents who used the City’swebsite in the past year indicated they used a home computer or laptop to access the City’swebsite, on 29% used a phone, and 10% used a tablet. The level of public involvement indecision‐making, the availability of information about programs and services, and the City’sefforts to communicate with residents were the three items respondents indicated shouldreceive the most emphasis over the next two years.

Public Works and Engineering. The highest levels of satisfaction with public works andengineering services, based upon the combined percentage of “very satisfied” and“satisfied” responses of residents who had an opinion, were: garbage collection services(85%), recyclable collection (78%), and yard waste collection (72%). Residents were leastsatisfied with the ability to safely ride a bicycle on City streets (31%). Respondents indicatedthe condition of major City streets and neighborhood streets should receive the mostemphasis over the next two years.

Community Development. The highest levels of satisfaction with community development,based upon the combined percentage of “very satisfied” and “satisfied” responses ofresidents who had an opinion, were: the quality of new development in the City (59%), thequality of redevelopment in the City (53%) and how well the City is planning growth (50%).Residents were least satisfied with enforcing the cleanup of dilapidated buildings (22%) andenforcing the maintenance of rental homes (23%).


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Public Libraries. Over half (60%) of those surveyed indicated they or members of theirhousehold have used a Des Moines Library in the past year. The highest levels ofsatisfaction with public libraries, based upon the combined percentage of “very satisfied”and “satisfied” responses of residents who had an opinion, were: the availability ofmaterials needed (90%), the helpfulness of library staff (89%), and the overall quality of Citylibraries (88%). Forty‐one percent (41%) of respondents indicated they would like Cityleaders to emphasize the hours libraries are open over the next two years.

Neighborhood Issues

The highest levels of satisfaction with Neighborhood Based Service Delivery (NBSD), basedupon the combined percentage of “very satisfied” and “satisfied” responses of residentswho had an opinion, were: the services offered through the NBSD program (64%) and theprofessionalism of NBSD staff (63%).

The percentage of residents who indicated they were satisfied with the appearance ofprivate property in their neighborhood decreased from 67% in 2016 to 62% in 2018.

The percentage of residents who felt their neighborhood improved over the past five yearsdecreased from 43% in 2016 to 40% in 2018.

Eighty‐one percent (81%) of respondents indicated they don’t know if they live within theboundaries of a Neighborhood Based Service Delivery Area.

Other Findings

Eighty percent (80%) of residents who had an opinion feel “very safe” or “safe” at outdoor

venues; 77% of residents who had an opinion feel safe in retail areas, 74% of residents who

had an opinion feel safe in their neighborhood, and 74% generally feel safe in the City.

The top sources that residents reported they received news and information about cityprograms, services and events were: the television news (58%), the City Source newsletter(45%), The Des Moines Register (45%) and word of mouth (43%).

Eighty‐one percent (81%) of residents read the City Source newsletter that is mailed to theirhome, the same number as 2018.

Seventeen percent (17%) of those surveyed have watched DMTV Cable Channel 7, 86, or91‐1 in the past year.


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How the City of Des Moines Compares to Other Communities Nationally

Satisfaction ratings for The City of Des Moines rated the same as or above the U.S. average for communities with more than 250,000 residents in 28 of the 40 areas that were assessed. The City of Des Moines rated significantly higher than the U.S. average for communities with more than 250,000 residents (difference of 5% or more) in 24 of these areas. Listed below are the comparisons between the City of Des Moines and the U.S. average for communities with more than 250,000 residents:

Service Des Moines Pop 250k + Difference Category

Quality of fire inspection program 66% 40% 26% Fire Services

Yard waste collection 72% 50% 22% Public Works and Engineering

Overall quality of pools 62% 42% 20% Parks and Recreation

Landscaping along city streets, parks & other are 70% 51% 19% Parks and Recreation

Flow of traffic on City Streets 55% 37% 18% Public Works and Engineering

Overall feeling of safety in the city 74% 56% 18% Feeling of Safety

Recyclables collection 78% 61% 17% Public Works and Engineering

Garbage collection 85% 69% 16% Public Works and Engineering

How quickly police respond to emergencies 71% 55% 16% Police Services

Snow removal on major City streets 68% 53% 15% Public Works and Engineering

Quality of ambulance & paramedic services 85% 70% 15% Fire Services

Overall quality of streets & infrastructure 48% 33% 15% Public Works and Engineering

Overall quality of City libraries 88% 74% 14% Library Services

Overall quality of police protection 73% 59% 14% Police Services

How well the city is planning growth 50% 37% 13% Community Development

Visibility of police in neighborhoods 57% 44% 13% Police Services

Availability of info about programs & services 45% 33% 12% Communication

Visibility of police in retail areas 58% 47% 11% Police Services

Number & location of City parks 81% 72% 9% Parks and Recreation

Overall quality of fire protection 86% 80% 6% Fire Services

Number of walking & biking trails in Des Moines 77% 71% 6% Parks and Recreation

Overall quality of City parks 74% 69% 5% Parks and Recreation

Overall effectiveness of city communication 44% 39% 5% Communication

Maintenance of traffic signals & street signs 69% 64% 5% Public Works and Engineering

Snow removal in your neighborhood 53% 49% 4% Public Works and Engineering

How quickly fire personnel respond to emergen 86% 85% 1% Fire Services

Enforcement of local traffic laws 60% 59% 1% Police Services

Animal control 56% 56% 0% Police Services

Level of public involvement in decision‐making 31% 32% ‐1% Communication

Availability of on‐street bike lanes & signs 38% 39% ‐1% Public Works and Engineering

Overall condition of sidewalks 44% 49% ‐5% Public Works and Engineering

Condition of streets in your neighborhood 35% 43% ‐8% Public Works and Engineering

City's sanitary sewer system 56% 65% ‐9% Public Works and Engineering

Storm sewer system 47% 57% ‐10% Public Works and Engineering

Overall quality of City's website 44% 55% ‐11% Communication

Overall enforcement of city ordinances 34% 47% ‐13% Community Development

Condition of major City streets 31% 44% ‐13% Public Works and Engineering

Cleanup of litter & debris on private property 25% 41% ‐16% Community Development

Program quality on the cable television channe 32% 50% ‐18% Communication

Removal of junk cars from private property 28% 50% ‐22% Community Development


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Investment Priorities

Recommended Priorities for the Next Two Years. In order to help the City identify investment priorities for the next two years, ETC Institute conducted an Importance‐Satisfaction (I‐S) analysis. This analysis examined the importance residents placed on each City service and the level of satisfaction with each service. By identifying services of high importance and low satisfaction, the analysis identified which services will have the most impact on overall satisfaction with City services over the next two years. Details regarding the methodology for the analysis are provided in Section 2 of this report.

Priorities Within Departments/Specific Areas: Based on the results of the Importance‐Satisfaction Analysis, the services that are recommended as the top priorities within each department over the next two years are listed below:

Police Serviceso The visibility of police in neighborhoods (IS=0.2711)o How quickly police respond to emergencies (IS=0.1374)o The visibility of police in retail areas (IS=0.1199)o Enforcement of local traffic laws (IS=0.1174)o Professionalism of City police officers (IS=0.1122)

Fire Serviceso Effectiveness of fire prevention program (IS=0.1014)

Parks and Recreationo Number of restrooms in City parks (IS=0.1186)o Use of “green” practices (IS=0.1095)o Availability of environmental/nature activities (IS=0.1014)

City Communicationo Level of public involvement in decision‐making (IS=0.33892)o City’s efforts to communicate with you (IS=0.2574)o Availability of information about programs and services (IS=0.2359)o Overall quality of the City’s website (IS=0.1360)o Overall effectiveness of city communication (IS=0.1117)

Public Works and Engineeringo Condition of major City streets (IS=0.2692)o Condition of streets in your neighborhood (IS=0.2249)

Community Developmento Enforcement of cleanup of dilapidated buildings (IS=0.2634)o Cleanup of litter and debris on private property (IS=0.2298)o Enforcement of the maintenance of rental homes (IS=0.2232)o Removal of junk cars from private property (IS=0.1280)o How well the City is planning growth (IS=0.1124)o Quality of redevelopment in the city (IS=0.1060)

Public Libraries:o The hours libraries are open (IS=0.1673)


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Section 1 Charts and Graphs


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Q1. Have you called or visited the City with a question, problem, or complaint during the past year?

by percentage of respondents

Yes38%

No62%

Source: ETC Institute (2018)

77%

14%

6%

3%

1%

By phone

By email

In person

Social media

Not provided

0% 20% 40% 60% 80%

Q1a. How did you contact the City?by percentage of respondents who had called or visited the City during the past year



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75%

14%

7%

1%

77%

14%

6%

3%

By phone

By email

In person

Social media

0% 20% 40% 60% 80% 100%

2016 2018 TREND DATASource: ETC Institute (2018)

Q1a. How did you contact the City? - 2016 and 2018

by percentage of respondents who had called or visited the City during the past year

Q1c. How easy was it to address your issue?by percentage of respondents who had called or visited the City during the past year

Very easy45%

Somewhat easy30%

Difficult10%

Very difficult12%

Don't know3%

Very easy43%

Somewhat easy32%

Difficult12% Very difficult

11%

Don't know2%

2016 2018

TREND DATASource: ETC Institute (2018)


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55%

47%

46%

46%

30%

28%

21%

19%

12%

14%

14%

12%

4%

10%

19%

22%

They were polite

They gave accurate answers to your questions

Did what they said in a timely manner

Helped resolve an issue to your satisfaction

0% 20% 40% 60% 80% 100%

Always Usually Sometimes Seldom/Never

Q1d. How Often City Employees Displayed Various Behaviors

by percentage of respondents who had called or visited the City during the past year (excluding don't knows)


Q1d. How Often City Employees Displayed Various Behaviors - 2013, 2016 and 2018

by percentage of respondents who reported the City employee "always" or “usually” displayed the behavior (excluding don't knows)

85%

73%

67%

63%

87%

74%

71%

69%

85%

76%

67%

66%

They were polite

They gave accurate answers to your questions

Did what they said in a timely manner

Helped resolve an issue to your satisfaction

0% 20% 40% 60% 80% 100%

2013 2016 2018 TREND DATASource: ETC Institute (2018)


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Q2. Agreement with Various Statements of Financial Soundness


15%

11%

9%

8%

8%

10%

8%

52%

41%

42%

37%

37%

34%

24%

22%

32%

34%

36%

29%

33%

34%

11%

17%

16%

19%

27%

23%

33%

City services are reliable

Service delivered efficient, cost effective manner

City of Des Moines is a financially sound city

Staff and leaders are good stewards of resources

City provides a good value for taxes and fees

City is doing a good job investing in future needs

Does a good job partnering with business

0% 20% 40% 60% 80% 100%

Strongly Agree (5) Agree (4) Neutral (3) Disagree (1/2)

by percentage of respondents (excluding don't knows)

72%

51%

57%

50%

50%

54%

38%

67%

51%

51%

45%

44%

44%

33%

City services are reliable

Service delivered efficient, cost effective manner

City of Des Moines is a financially sound city

Staff and leaders are good stewards of resources

City provides a good value for taxes and fees

City is doing a good job investing in future needs

Does a good job partnering with business

0% 20% 40% 60% 80% 100%2016 2018


Q2. Agreement with Various Statements of Financial Soundness - 2016 and 2018



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Q3. Agreement with Various Statements of Sustainability


31%31%

22%25%

16%18%

11%12%11%12%10%9%11%10%8%

50%44%

51%41%

49%41%

45%41%

41%38%

38%36%32%31%

26%

13%

15%

19%

21%

20%

28%

33%

28%

33%

37%

29%

36%

41%

33%

53%

6%

10%

7%

13%

16%

13%

11%

19%

16%

13%

24%

19%

16%

27%

13%

The City is a good place to live

I like the neighborhood where I live

The City is an attractive/beautiful city

Des Moines has a vibrant downtown with places

The City has a good recycling & composting program

The City is a good place to invest in property

The City of Des Moines is a sustainable community

City has a diverse selection of quality housing

The City preserves its natural resources

The City's commercial tax base is growing

The City protects its waterways

City has made improvements to its water quality

Conserves energy in its buildings & across city

Doing what's needed to sustain property values

The City has improved its Greenhouse gas emissions

0% 20% 40% 60% 80% 100%



86%

79%

78%

75%

72%

64%

60%

58%

56%

56%

49%

48%

44%

40%

37%

81%

75%

74%

65%

64%

59%

56%

53%

51%

50%

48%

45%

43%

41%

34%

The City is a good place to live

I like the neighborhood where I live

The City is an attractive/beautiful city

Des Moines has a vibrant downtown with places

The City has a good recycling & composting program

The City is a good place to invest in property

The City of Des Moines is a sustainable community

City has a diverse selection of quality housing

The City preserves its natural resources

The City's commercial tax base is growing

The City protects its waterways

City has made improvements to its water quality

Conserves energy in its buildings & across city

Doing what's needed to sustain property values

The City has improved its Greenhouse gas emissions

0% 20% 40% 60% 80% 100%



Q3. Agreement with Various Statements of Sustainability - 2016 and 2018


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Q4. Agreement with Various Statements of Being a High Performing Organization


13%

12%

8%

8%

8%

10%

8%

9%

8%

7%

51%

48%

37%

36%

35%

33%

30%

29%

27%

24%

28%

28%

45%

37%

34%

43%

41%

45%

50%

42%

8%

11%

10%

19%

24%

15%

21%

17%

15%

26%

The City provides customer-friendly services

It is easy to access City services & information

The City uses data to make decisions

City employees are "customer focused"

The City is responsive to the needs of residents

City employees work together as a team

City technology is same as private sector

The City is a high performing organization

The City has streamlined processes & operations

The City quickly adapts to changes

0% 20% 40% 60% 80% 100%



65%

60%

45%

40%

40%

40%

39%

39%

34%

33%

65%

60%

44%

44%

43%

42%

39%

38%

35%

31%

The City provides customer-friendly services

It is easy to access City services & information

The City uses data to make decisions

City employees are "customer focused"

The City is responsive to the needs of residents

City employees work together as a team

City technology is same as private sector

The City is a high performing organization

The City has streamlined processes & operations

The City quickly adapts to changes

0% 20% 40% 60% 80%



Q4. Agreement with Various Statements of Being a High Performing Organization - 2016 and 2018


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Q5. Agreement with Various Statements aboutUpgraded City Infrastructure and Buildings


13%

13%

12%

10%

12%

10%

7%

8%

7%

64%

56%

51%

51%

43%

42%

35%

32%

29%

14%

20%

28%

31%

19%

34%

43%

41%

38%

9%

11%

9%

7%

26%

14%

15%

19%

27%

Travel times on City streets are predictable

Travel times on City streets are acceptable

Buildings & infrastructure make City attractive

City buildings are customer-friendly

Made investments needed to protect from flooding

Good job maintaining infrastructure & buildings

Provides upgraded infrastructure & buildings

Investing in infrastructure & buildings

Affordable access to latest tech infrastructure

0% 20% 40% 60% 80% 100%



83%

77%

64%

60%

70%

57%

49%

46%

38%

77%

69%

63%

62%

55%

52%

42%

40%

35%

Travel times on City streets are predictable

Travel times on City streets are acceptable

Buildings & infrastructure make City attractive

City buildings are customer-friendly

Made investments needed to protect from flooding

Good job maintaining infrastructure & buildings

Provides upgraded infrastructure & buildings

Investing in infrastructure & buildings

Affordable access to latest tech infrastructure

0% 20% 40% 60% 80% 100%



Q5. Agreement with Various Statements aboutUpgraded City Infrastructure and Buildings - 2016 and 2018


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Q6. Agreement with Various Statements About Being a Livable Community


30%

35%

31%

26%

22%

22%

21%

24%

21%

53%

49%

52%

50%

54%

53%

53%

48%

46%

14%

13%

13%

18%

18%

20%

16%

19%

22%

3%

4%

5%

7%

6%

5%

11%

9%

11%

The City of Des Moines is a livable community

Library is a resource center for the community

There are adequate trails for leisure & recreation

There are quality choices for leisure time

The City has nightlife for people to enjoy

Amenities in the City support a healthy lifestyle

There are recreation programs & activities for all

Variety of special events are enjoyable for all

The City is diverse & culturally inclusive

0% 20% 40% 60% 80% 100%



86%

84%

85%

81%

80%

77%

79%

78%

69%

84%

83%

82%

76%

76%

75%

74%

72%

67%

The City of Des Moines is a livable community

Library is a resource center for the community

There are adequate trails for leisure & recreation

There are quality choices for leisure time

The City has nightlife for people to enjoy

Amenities in the City support a healthy lifestyle

There are recreation programs & activities for all

Variety of special events are enjoyable for all

The City is diverse & culturally inclusive

0% 20% 40% 60% 80% 100%



Q6. Agreement with Various Statements About Being a Livable Community - 2016 and 2018


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23%

28%

22%

15%

13%

13%

12%

49%

43%

48%

45%

44%

44%

44%

18%

17%

19%

22%

32%

26%

31%

9%

12%

11%

18%

11%

17%

13%

Overall quality of police protection

Professionalism of City police officers

How quickly police respond to emergencies

Enforcement of local traffic laws

Visibility of police in retail areas

Visibility of police in neighborhoods

Animal control

0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)

Q7. Satisfaction with Various Aspects of the City’sPolice Department



Q7. Satisfaction with Various Aspects of the City’sPolice Department - 2013, 2016 and 2018

TREND DATA

74%

68%

63%

56%

52%

54%

77%

75%

69%

62%

59%

55%

52%

73%

71%

71%

60%

58%

57%

56%







Animal control

0% 20% 40% 60% 80% 100%

2013 2016 2018

by percentage of respondents who were "very satisfied" or “satisfied” (excluding don't knows)


Not asked in 2013


Page 10

63%

47%

39%

29%

28%

19%

16%







Animal control

0% 10% 20% 30% 40% 50% 60% 70%

1st Choice 2nd Choice 3rd Choice

Q8. Police Services That Should Receive the Most Emphasis Over the Next Two Years

by percentage of respondents who selected the item as one of their top three choices


28%

19%

23%

16%

23%

14%

14%

12%

52%

58%

50%

57%

49%

50%

45%

43%

17%

19%

15%

19%

22%

23%

29%

31%

4%

4%

11%

8%

6%

14%

13%

14%

At outdoor venues

In retail areas

In your neighborhood

Overall feeling of safety in the city

In entertainment venues

In city traffic

In downtown Des Moines

In city parks & on city trails

0% 20% 40% 60% 80% 100%

Very Safe (5) Safe (4) Neutral (3) Very Unsafe/Unsafe (1/2)

Q9. How Safe Residents Feel in VariousParts of the City




Page 11

TREND DATA

85%

79%

81%

75%

77%

65%

68%

64%

82%

76%

77%

77%

72%

66%

62%

63%

80%

77%

74%

74%

72%

63%

59%

55%

At outdoor venues

In retail areas

In your neighborhood


In entertainment venues

In city traffic

In downtown Des Moines

In city parks & on city trails

0% 20% 40% 60% 80% 100%

2013 2016 2018

Q9. How Safe Residents Feel in VariousParts of the City - 2013, 2016 and 2018

by percentage of respondents who were "very safe" or “safe” (excluding don't knows)


Q10. Satisfaction with Various Aspects of the City’s Fire Department


40%

36%

31%

38%

23%

23%

22%

47%

51%

55%

47%

43%

42%

42%

12%

13%

13%

14%

31%

32%

32%

1%

1%

1%

1%

3%

4%

5%

Professionalism of City's fire fighters

How quickly fire personnel respond to emergencies

Overall quality of fire protection

Quality of ambulance & paramedic services

Quality of fire inspection program

Effectiveness of fire prevention program

Effectiveness of fire safety education program

0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)Source: ETC Institute (2018)


Page 12

86%

90%

83%

72%

71%

87%

85%

84%

85%

67%

62%

61%

87%

86%

86%

85%

66%

64%

63%








0% 20% 40% 60% 80% 100%

2013 2016 2018

Q10. Satisfaction with Various Aspects of the City’sFire Department - 2013, 2016 and 2018

TREND DATA



Not asked in 2013

Not asked in 2013

44%

43%

28%

26%

25%

18%

14%








0% 10% 20% 30% 40% 50% 60%


Q11. Fire Services That Should Receive the Most Emphasis Over the Next Two Years




Page 13

23%

27%

16%

19%

17%

16%

15%

14%

15%

14%

11%

10%

58%

50%

58%

51%

52%

47%

47%

47%

45%

44%

40%

35%

14%

16%

20%

21%

24%

26%

32%

29%

32%

30%

34%

37%

6%

8%

6%

10%

7%

13%

6%

10%

8%

12%

14%

19%

Number & location of City parks

Number of walking & biking trails in Des Moines

Overall quality of City parks

Landscaping along city streets, parks & other area

Overall quality of municipal cemeteries

Overall quality of pools

Special events sponsored by City

Availability of specialized recreation facilities

Range of recreational programming

Use of "green" practices

Availability of environmental/nature activities

Number of restrooms in City parks

0% 20% 40% 60% 80% 100%


Q12. Satisfaction with Various Aspects of Parks and Recreation



71%

74%

71%

71%

68%

61%

64%

62%

60%

62%

63%

78%

79%

74%

71%

70%

63%

60%

64%

60%

63%

56%

47%

81%

77%

74%

70%

69%

62%

62%

62%

60%

58%

52%

45%













0% 20% 40% 60% 80% 100%2013 2016 2018

Q12. Satisfaction with Various Aspects of Parks and Recreation - 2013, 2016 and 2018

TREND DATA



Not asked in 2013


Page 14

26%

24%

21%

21%

21%

18%

17%

16%

15%

14%

14%

12%













0% 10% 20% 30%




Q13. Parks and Recreation Services That Should Receive the Most Emphasis Over the Next Two Years

13%

7%

7%

7%

11%

8%

8%

6%

48%

38%

37%

37%

31%

33%

24%

26%

31%

32%

41%

38%

49%

33%

47%

38%

7%

23%

15%

18%

10%

26%

21%

30%

Quality of quarterly City Source newsletter

Availability of info about programs & services

Overall quality of City's website

Overall effectiveness of city communication

Information is accessible in alternative languages

City's efforts to communicate with you

Program quality on the cable television channel

Level of public involvement in decision-making

0% 20% 40% 60% 80% 100%


Q14. Satisfaction with Various Aspects ofCity Communications




Page 15

65%

51%

52%

55%

41%

38%

62%

49%

44%

45%

35%

43%

34%

35%

62%

45%

44%

44%

41%

41%

32%

31%









0% 20% 40% 60% 80%

2013 2016 2018

Q14. Satisfaction with Various Aspects ofCity Communications - 2013, 2016 and 2018

TREND DATA



Not asked in 2013

Not asked in 2013

49%

43%

43%

24%

20%

10%

10%

10%









0% 10% 20% 30% 40% 50% 60%




Q15. Communication Areas That Should Receive the Most Emphasis Over the Next Two Years


Page 16

Q16. Have you used the City of Des Moines website in the past year?


Yes49%

No51%

Yes51%

No49%

2016 2018


59%

29%

10%

2%

Home computer/laptop

Phone

Tablet

Public computer

0% 10% 20% 30% 40% 50% 60% 70%

Q16a. How did you access the City's website?by percentage of respondents who reported they or someone in their household

had used the City’s website during the past year



Page 17

67%

18%

11%

3%

59%

29%

10%

2%

Home computer/laptop

Phone

Tablet

Public computer

0% 20% 40% 60% 80%


Q16a. How did you access the City's website? - 2016 and 2018

by percentage of respondents who reported they or someone in their household had used the City’s website during the past year

10%

11%

11%

48%

47%

44%

17%

23%

25%

25%

19%

20%

Ability to find information on City's website

Ability to use online services on City's website

Overall quality of online services on City website

0% 20% 40% 60% 80% 100%


Q16b. Satisfaction with Various Aspects of the City’s Website

by percentage of respondents who reported they or someone in their household had used the City’s website during the past year (excluding don't knows)



Page 18

58%

59%

58%

58%

58%

55%

Ability to find information on City's website

Ability to use online services on City's website

Overall quality of online services on City website

0% 20% 40% 60% 80%


by percentage of respondents who reported they or someone in their household had used the City’s website during the past year

Q16b. Satisfaction with Various Aspects of the City’s Website - 2016 and 2018

Q17. Where do you currently get news and information about city programs, services, and events?

by percentage of respondents (multiple responses allowed)

58%

45%

45%

43%

36%

27%

23%

23%

6%

4%

4%

3%

2%

3%

Television news

City Source newsletter

The Des Moines Register

Word of mouth

Social media (e.g. Facebook, Twitter)

Cityview

Neighborhood association

City of Des Moines website

Call/email City's Info Center

The Business Record

www.dmgov.org/press releases

DMTV Cable Channel 7 or 86

Other websites

Other

0% 20% 40% 60%Source: ETC Institute (2018)


Page 19

http://www.dmgov.org/press

64%

38%

53%

44%

32%

25%

21%

19%

4%

7%

5%

4%

3%

3%

58%

45%

45%

43%

36%

27%

23%

23%

6%

4%

4%

3%

2%

3%

Television news

City Source newsletter

The Des Moines Register

Word of mouth

Social media (e.g. Facebook, Twitter)

Cityview

Neighborhood association

City of Des Moines website

Call/email City's Info Center

The Business Record

www.dmgov.org/press releases

DMTV Cable Channel 7 or 86

Other websites

Other

0% 20% 40% 60% 80%


Q17. Where do you currently get news and information about city programs, services, and events? - 2016 and 2018


Q18. How would you prefer to interact with the City?by percentage of respondents

In person21%

Website26%

Live chat4%

Facebook7%

Email21%

Phone18%

Other4%



Page 20

http://www.dmgov.org/press

30%27%26%

13%15%14%

10%9%10%10%

17%7%9%

7%7%8%

5%7%

4%6%

55%50%

47%56%53%

44%46%

46%44%43%

34%41%38%

37%36%

30%30%25%

27%25%

10%12%

17%23%

20%30%

30%28%

24%20%

31%27%

25%27%33%

38%19%

44%25%

37%

5%

11%

11%

8%

12%12%

14%17%

22%28%

19%25%

28%29%

25%25%

47%24%

45%32%

Garbage collectionRecyclables collectionYard waste collection

Maintenance of traffic signals & street signsSnow removal on major City streets

Responsiveness of city staff to requestsCity's sanitary sewer systemFlow of traffic on City Streets

Adequate access to sidewalksSnow removal in your neighborhood

Neighborhood SCRUB programOverall quality of streets & infrastructure

Storm sewer systemOverall condition of sidewalksCity's flood protection system

Availability of on-street bike lanes & signsCondition of streets in your neighborhood

Ability to use your bicycle to commuteCondition of major City streets

Ability to safely ride a bicycle on City streets

0% 20% 40% 60% 80% 100%Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)

Q19. Satisfaction with Various Aspects of Public Works and Engineering



87%

84%

77%

71%

67%

63%

61%

58%

53%

85%

80%

73%

75%

74%

62%

64%

61%

57%

57%

85%

78%

72%

69%

68%

58%

56%

55%

54%

53%

Garbage collection

Recyclables collection

Yard waste collection

Maintenance of traffic signals & street signs

Snow removal on major City streets

Responsiveness of city staff to requests

City's sanitary sewer system

Flow of traffic on City Streets

Adequate access to sidewalks

Snow removal in your neighborhood

0% 20% 40% 60% 80% 100%2013 2016 2018

Q19. Satisfaction with Various Aspects of Public Works and Engineering - 2013, 2016 and 2018

TREND DATA



Not asked in 2013


Page 21

60%

58%

49%

59%

45%

46%

41%

48%

37%

57%

55%

59%

49%

59%

37%

40%

30%

41%

32%

51%

48%

47%

44%

43%

38%

35%

33%

31%

31%

Neighborhood SCRUB program

Overall quality of streets & infrastructure

Storm sewer system

Overall condition of sidewalks

City's flood protection system

Availability of on-street bike lanes & signs

Condition of streets in your neighborhood

Ability to use your bicycle to commute

Condition of major City streets


0% 20% 40% 60% 80% 100%2013 2016 2018

Q19. Satisfaction with Various Aspects of Public Works and Engineering - 2013, 2016 and 2018 (Continued)

TREND DATA



Not asked in 2013

39%35%

19%15%

14%12%12%12%

10%10%

9%8%

7%7%6%

5%4%4%

3%3%

Condition of major City streetsCondition of streets in your neighborhood

Storm sewer systemSnow removal in your neighborhood

City's flood protection systemOverall condition of sidewalks

Ability to safely ride a bicycle on City streetsFlow of traffic on City Streets

Overall quality of streets & infrastructureAdequate access to sidewalks

Neighborhood SCRUB programCity's sanitary sewer system

Snow removal on major City streetsRecyclables collection

Availability of on-street bike lanes & signsAbility to use your bicycle to commute

Maintenance of traffic signals & street signsResponsiveness of city staff to requests

Yard waste collectionGarbage collection

0% 10% 20% 30% 40% 50%




Q20. Public Works and Engineering Services That Should Receive the Most Emphasis Over the Next Two Years


Page 22

12%

10%

11%

9%

8%

9%

7%

7%

8%

5%

4%

4%

4%

47%

43%

39%

40%

30%

27%

26%

27%

26%

23%

21%

19%

18%

33%

35%

35%

41%

53%

48%

48%

47%

48%

36%

36%

35%

31%

9%

12%

15%

9%

9%

16%

18%

19%

19%

36%

39%

43%

47%

Quality of new development in the city

Quality of redevelopment in the city

How well the city is planning growth

Quality of new home construction

Permit & Development Center

The process for getting a permit

Enforcement of city land use zoning regulations

Overall enforcement of city ordinances

Neighborhood Inspection Division

Removal of junk cars from private property

Cleanup of litter & debris on private property

Enforcement of the maintenance of rental homes

Enforcement of cleanup of dilapidated buildings

0% 20% 40% 60% 80% 100%


Q21. Satisfaction with Items That Influence Community Development



59%

56%

55%

43%

41%

54%

35%

29%

28%

62%

60%

57%

52%

35%

34%

34%

36%

33%

27%

27%

26%

24%

59%

53%

50%

49%

38%

35%

34%

34%

34%

28%

25%

23%

22%














0% 20% 40% 60%2013 2016 2018

Q21. Satisfaction with Items That Influence Community Development - 2013, 2016 and 2018

TREND DATA



Not asked in 2013

Not asked in 2013

Not asked in 2013

Not asked in 2013


Page 23

34%

31%

29%

23%

22%

18%

14%

8%

8%

7%

6%

6%

4%














0% 10% 20% 30% 40%




Q22. Community Development Services That Should Receive the Most Emphasis Over the Next Two Years

Q23. Have you or other members of your household used a Des Moines Library in the past year?


Yes55%

No45%

Yes60%

No40%

2016 2018



Page 24

Q23a. Satisfaction with Various Aspects of City Libraries


40%

51%

41%

35%

35%

39%

35%

35%

33%

33%

36%

27%

20%

50%

39%

47%

50%

49%

45%

43%

44%

45%

45%

39%

40%

38%

8%

9%

10%

12%

13%

14%

16%

18%

17%

18%

22%

28%

18%

2%

2%

2%

2%

2%

2%

5%

4%

5%

5%

3%

6%

23%

Availability of materials you need

Helpfulness of library staff

Overall quality of City libraries

Locations of library buildings

Adequacy of library buildings

Adequacy of online information and services

Number of public access computers in libraries

WiFi access to internet

Public spaces for meetings

Public spaces to study/use for telecommuting

Quality of children's programs

Quality of programs for adults

Hours libraries are open

0% 20% 40% 60% 80% 100%


84%

89%

92%

87%

85%

80%

74%

77%

76%

74%

72%

64%

54%

91%

90%

91%

84%

86%

85%

80%

77%

74%

74%

73%

61%

59%

90%

89%

88%

86%

85%

84%

79%

79%

78%

78%

75%

67%

59%














0% 20% 40% 60% 80% 100%

2013 2016 2018

Q23a. Satisfaction with Various Aspects of Public Libraries - 2013, 2016 and 2018

TREND DATA




Page 25

41%

27%

20%

20%

16%

15%

9%

9%

8%

8%

8%

8%

7%














0% 10% 20% 30% 40% 50%




Q23b. Library Services That Should Receive the Most Emphasis Over the Next Two Years

Q24. Are you satisfied with the appearance of private property in your neighborhood?


Yes67%

No27%

Don't know6%

Yes62%

No31%

Don't know7%

2016 2018



Page 26


Yes43%

No39%

Don't know18%

Yes40%

No39%

Don't know21%

2016 2018

Q25. Has your neighborhood improved over the past five years?


Q26. Do You Currently Live within the Boundaries of a Neighborhood Based Service Delivery (NBSD) Area?


Yes12%

No7%

Don't know81%

Yes12%

No7%

Don't know81%

2016 2018



Page 27

Q26a. Satisfaction with Various Aspects of the Neighborhood Based Service Delivery (NBSD) Program

by percentage of respondents who reported they lived in a NBSD area (excluding don't knows)

21%

23%

19%

17%

42%

40%

40%

37%

31%

31%

37%

36%

6%

6%

4%

9%

Services offered through NBSD program

Professionalism of NBSD staff

Impact of NBSD on neighborhood


0% 20% 40% 60% 80% 100%


57%

65%

56%

55%

60%

55%

55%

64%

63%

59%

54%

Services offered through NBSD program

Professionalism of NBSD staff

Impact of NBSD on neighborhood


0% 20% 40% 60% 80%

2013 2016 2018

Q26a. Satisfaction with the Neighborhood Based Service Delivery Area (NBSD) - 2013, 2016 and 2018

TREND DATA



Not asked in 2013


Page 28

Q27. Have you or other members of your household watched DMTV Cable Channel 7, 86 or 97-1 in the past year?


Yes15%

No85%

Yes17%

No83%

2016 2018


Q28. Have you or other members of your household read the City Source newsletter that is

mailed to your home?by percentage of respondents

2016 2018Yes81%

No19%

Yes81%

No19%



Page 29

Under 3519%

35-4421%

45-5421%

55-6419%

65+17%

Not provided3%

Q29. Age of Respondentsby percentage of respondents



Q30. Race/Ethnicity

77%

12%

11%

5%

3%

1%

White

Hispanic

Black/African American

Asian/Pacific Islander

American Indian

Other

0% 20% 40% 60% 80%



Page 30

Employed68%

Student1%

Retired26%

Not currently employed4%

Not provided2%

Q31. Employment Statusby percentage of respondents


Q32. Do you own or rent your residence?

Own71%

Rent29%




Page 31

Under $30,00019%

$30,000-$59,99930%

$60,000-$99,99924% $100.000 or more

19%

Not provided7%

Q33. Total Annual Household Incomeby percentage of respondents


Q34. Gender of Respondentsby percentage of respondents

Male50%

Female50%



Page 32

Q35. Do you belong to your neighborhood association?by percentage of respondents

Yes22%

No77%

Not provided2%


Q36. Would you be willing to participate in future surveys or focus groups sponsored by the City of Des Moines?


Yes57%

No43%



Page 33

Section 2 Importance‐Satisfaction Analysis


Page 34

Importan

ce‐Satisfaction Analysis

Importance‐Satisfaction Analysis City of Des Moines, Iowa

Overview

Today, City officials have limited resources which need to be targeted to activities that are of the

most benefit to their citizens. Two of the most important criteria for decision making are (1) to

target resources toward services of the highest importance to citizens; and (2) to target resources

toward those services where citizens are the least satisfied.

The Importance‐Satisfaction (IS) rating is a unique tool that allows public officials to better

understand both of these highly important decision making criteria for each of the services they are

providing. The Importance‐Satisfaction rating is based on the concept that public agencies will

maximize overall customer satisfaction by emphasizing improvements in those areas where the

level of satisfaction is relatively low and the perceived importance of the service is relatively high.

Overview

The rating is calculated by summing the percentage of responses for items selected as the first,

second, and third most important services for the City to provide. The sum is then multiplied by 1

minus the percentage of respondents who indicated they were positively satisfied with the City’s

performance in the related area (the sum of the ratings of 4 and 5 on a 5‐point scale excluding “Don’t

Know” responses). “Don’t Know” responses are excluded from the calculation to ensure the

satisfaction ratings among service categories are comparable. [IS=Importance x (1‐Satisfaction)].

Example of the Calculation: Respondents were asked to identify the community development services

they thought should receive the most emphasis over the next two years. Thirty‐one percent (31%) of

respondents selected cleanup of litter and debris on private property as one of the most important

community development services for the City to provide.

With regard to satisfaction, 27% of respondents surveyed rated the City’s overall performance in the

cleanup of litter and debris on private property as a “4” or “5” on a 5‐point scale (where “5” means

“Very Satisfied”) excluding “Don’t Know” responses. The I‐S rating for cleanup of litter and debris on

private property on streets was calculated by multiplying the sum of the most important percentages

by 1 minus the sum of the satisfaction percentages. In this example 31% was multiplied by 63% (1‐

0.27). This calculation yielded an I‐S rating of 0.2281 which ranked first out of 12 community

development service categories.

The maximum rating is 1.00 and would be achieved when 100% of the respondents select an item as

one of their top three choices to emphasize over the next two years and 0% indicate they are

positively satisfied with the delivery of the service.


Page 35

Importan


The lowest rating is 0.00 and could be achieved under either of the following two situations:

If 100% of the respondents were positively satisfied with the delivery of the service

If none (0%) of the respondents selected the service as one for the three most importantareas for the City to emphasize over the next two years.

Interpreting the Ratings

Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more

emphasis over the next two years. Ratings from 0.10 to 0.20 identify service areas that should receive

increased emphasis. Ratings less than 0.10 should continue to receive the current level of emphasis.

Definitely Increase Emphasis (IS>=0.20)

Increase Current Emphasis (0.10<=IS<0.20)

Maintain Current Emphasis (IS<0.10)

The results for the City of Des Moines are provided on the following pages.


Page 36

2018 Importance-Satisfaction RatingCity of Des MoinesPolice Services

Category of ServiceMost Important

%Most Important

Rank Satisfaction %Satisfaction

Rank

Importance-Satisfaction

Rating I-S Rating Rank

Very High Priority (IS >.20)Visibility of police in neighborhoods 63% 1 57% 6 0.2711 1

High Priority (IS .10-.20)How quickly police respond to emergencies 47% 2 71% 3 0.1374 2Visibility of police in retail areas 28% 5 58% 5 0.1199 3Enforcement of local traffic laws 29% 4 60% 4 0.1174 4Professionalism of City police officers 39% 3 71% 2 0.1122 5

Medium Priority (IS <.10)Animal control 16% 7 56% 7 0.0686 6Overall quality of police protection 19% 6 73% 1 0.0524 7

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %)

Most Important %: The "Most Important" percentage represents the sum of the first, second, and third

most important responses for each item. Respondents were asked to identify

the items they thought should be the City's top priorities.

Satisfaction %: The "Satisfaction" percentage represents the sum of the ratings "1" and "2" excluding 'don't knows.'

Respondents ranked their level of satisfaction with each of the items on a scale

of 1 to 4 with "1" being Very Satisfied and "4" being Very Dissatisfied.

© 2019 DirectionFinder by ETC Institute


Page 37

2018 Importance-Satisfaction RatingCity of Des MoinesFire Services


%Most Important


Rank



High Priority (IS .10-.20)Effectiveness of fire prevention program 28% 3 64% 6 0.1014 1

Medium Priority (IS <.10)Effectiveness of fire safety education program 26% 4 63% 7 0.0959 2Quality of fire inspection program 25% 5 66% 5 0.0843 3Quality of ambulance & paramedic services 44% 1 85% 4 0.0656 4How quickly fire personnel respond to emergencies 43% 2 86% 2 0.0582 5Professionalism of City's fire fighters 18% 6 87% 1 0.0225 6Overall quality of fire protection 14% 7 86% 3 0.0192 7










Page 38

2018 Importance-Satisfaction RatingCity of Des MoinesParks and Recreation


%Most Important


Rank



High Priority (IS .10-.20)Number of restrooms in City parks 21% 3 45% 12 0.1186 1Use of "green" practices 26% 1 58% 10 0.1095 2Availability of environmental/nature activities 21% 4 52% 11 0.1014 3

Medium Priority (IS <.10)Overall quality of pools 24% 2 62% 6 0.0917 4Availability of specialized recreation facilities 18% 6 62% 8 0.0681 5Range of recreational programming 15% 9 60% 9 0.0595 6Special events sponsored by City 14% 10 62% 7 0.0547 7Landscaping along city streets, parks & other areas 16% 8 70% 4 0.0483 8Number of walking & biking trails in Des Moines 21% 5 77% 2 0.0474 9Overall quality of municipal cemeteries 14% 11 69% 5 0.0421 10Number & location of City parks 17% 7 81% 1 0.0334 11Overall quality of City parks 12% 12 74% 3 0.0298 12










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2018 Importance-Satisfaction RatingCity of Des MoinesCity Communication


%Most Important


Rank



Very High Priority (IS >.20)Availability of info about programs & services 43% 3 45% 2 0.2359 1Level of public involvement in decision-making 49% 1 31% 8 0.3389 2City's efforts to communicate with you 43% 2 41% 6 0.2574 3

High Priority (IS .10-.20)Overall quality of City's website 24% 4 44% 3 0.1360 4Overall effectiveness of city communication 20% 5 44% 4 0.1117 5

Medium Priority (IS <.10)Program quality on the cable television channel 10% 6 32% 7 0.0691 6Information is accessible in alternative languages 10% 7 41% 5 0.0598 7Quality of quarterly City Source newsletter 10% 8 62% 1 0.0376 8










Page 40

2018 Importance-Satisfaction RatingCity of Des MoinesPublic Works and Engineering Services


%Most Important


Rank



Very High Priority (IS >.20)Condition of major City streets 39% 1 31% 19 0.2692 1Condition of streets in your neighborhood 35% 2 35% 17 0.2249 2

High Priority (IS .10-.20)None

Medium Priority (IS <.10)Storm sewer system 19% 3 47% 13 0.0982 3Ability to safely ride a bicycle on City streets 12% 7 31% 20 0.0840 4City's flood protection system 14% 5 43% 15 0.0805 5Snow removal in your neighborhood 15% 4 53% 10 0.0716 6Overall condition of sidewalks 12% 6 44% 14 0.0692 7Overall quality of streets & infrastructure 10% 9 48% 12 0.0524 8Flow of traffic on City Streets 12% 8 55% 8 0.0522 9Neighborhood SCRUB program 9% 11 51% 11 0.0462 10Adequate access to sidewalks 10% 10 54% 9 0.0458 11Availability of on-street bike lanes & signs 6% 15 38% 16 0.0397 12City's sanitary sewer system 8% 12 56% 7 0.0340 13Ability to use your bicycle to commute 5% 16 33% 18 0.0304 14Snow removal on major City streets 7% 13 68% 5 0.0219 15Recyclables collection 7% 14 78% 2 0.0152 16Responsiveness of city staff to requests 4% 18 58% 6 0.0151 17Maintenance of traffic signals & street signs 4% 17 69% 4 0.0123 18Yard waste collection 3% 19 72% 3 0.0086 19Garbage collection 3% 20 85% 1 0.0042 20










Page 41

2018 Importance-Satisfaction RatingCity of Des MoinesCommunity Development Services


%Most Important


Rank



Very High Priority (IS >.20)Enforcement of cleanup of dilapidated buildings 34% 1 22% 13 0.2634 1Cleanup of litter & debris on private property 31% 2 25% 11 0.2298 2Enforcement of the maintenance of rental homes 29% 3 23% 12 0.2232 3

Medium Priority (IS <.10)Removal of junk cars from private property 18% 6 28% 10 0.1280 4How well the city is planning growth 22% 5 50% 3 0.1124 5Quality of redevelopment in the city 23% 4 53% 2 0.1060 6

High Priority (IS .10-.20)Quality of new development in the city 14% 7 59% 1 0.0589 7Neighborhood Inspection Division 8% 8 34% 9 0.0538 8Overall enforcement of city ordinances 8% 9 34% 8 0.0523 9The process for getting a permit 7% 10 35% 6 0.0433 10Enforcement of city land use zoning regulations 6% 11 34% 7 0.0397 11Quality of new home construction 6% 12 49% 4 0.0305 12Permit & Development Center 4% 13 38% 5 0.0216 13










Page 42

2018 Importance-Satisfaction RatingCity of Des MoinesPublic Libraries


%Most Important


Rank



High Priority (IS .10-.20)Hours libraries are open 41% 1 59% 13 0.1673 1

Medium Priority (IS <.10)Quality of programs for adults 20% 4 67% 12 0.0654 2Quality of children's programs 20% 3 75% 11 0.0495 3Number of public access computers in libraries 15% 6 79% 7 0.0319 4Availability of materials you need 27% 2 90% 1 0.0276 5Adequacy of online information and services 16% 5 84% 6 0.0258 6WiFi access to internet 8% 9 79% 8 0.0180 7Public spaces for meetings 8% 11 78% 9 0.0175 8Public spaces to study/use for telecommuting 8% 12 78% 10 0.0168 9Adequacy of library buildings 8% 10 85% 5 0.0123 10Overall quality of City libraries 9% 7 88% 3 0.0109 11Helpfulness of library staff 9% 8 89% 2 0.0098 12Locations of library buildings 7% 13 86% 4 0.0094 13










Page 43

Importan


Importance‐Satisfaction Matrix Analysis City of Des Moines, Iowa

Overview

The Importance‐Satisfaction (I‐S) rating is based on the concept that public agencies will

maximize overall customer satisfaction by emphasizing improvements in those areas where

the level of satisfaction is relatively low and the perceived importance of the service is

relatively high. ETC Institute developed an Importance‐Satisfaction Matrix to display the

perceived importance of major services that were assessed on the survey against the

perceived quality of service delivery. The two axis on the matrix represent Satisfaction

(vertical) and relative Importance (horizontal).

The I‐S Matrix should be interpreted as follows:

Continued Emphasis (above average importance and above average satisfaction).

This area shows where the City is meeting expectations. Items in this area have a

significant impact on a resident’s overall level of satisfaction. The City should maintain

(or slightly increase) emphasis on items in this area.

Exceeding Expectations (below average importance and above average satisfaction).

This area shows where the City is performing significantly better than residents expect

the City to perform. Items in this area do not significantly affect the overall level of

satisfaction with City services. The City should maintain (or slightly decrease) emphasis

in this area.

Opportunities for Improvement (above average importance and below average

satisfaction). This area shows where the City is not performing as well as residents

expect. This area has a significant impact on customer satisfaction, and the City should

DEFINITELY increase emphasis on items in this area.

Less Important (below average importance and below average satisfaction). This

area shows where the City is not performing well relative to their performance in

other areas; however, this area is generally considered to be less important to

residents. This area does not significantly affect overall satisfaction because the items

are less important to residents. The City should maintain current levels of emphasis on

items in this area.

Matrices showing the results for Des Moines are provided on the following pages.


Page 44

Satis

fact

ion

Rat

ing

mea

n sa

tisfa

ctio

n

Opportunities for Improvement

mean importance

Importance RatingLower Importance Higher Importance

lower importance/higher satisfaction higher importance/higher satisfaction

lower importance/lower satisfaction higher importance/lower satisfaction

Exceeded Expectations

Less Important

Continued Emphasis


2018 City of Des Moines Importance-Satisfaction Assessment Matrix

-Police Services-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

Animal control Visibility of police in neighborhoods







Page 45

Satis

fact

ion

Rat

ing

mea

n sa

tisfa

ctio

n


mean importance





Less Important

Continued Emphasis



-Fire Services-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

Overall quality of fire protectionQuality of ambulance & paramedic services


Effectiveness of fire prevention programEffectiveness of fire safety education programQuality of fire inspection program



Page 46

Satis

fact

ion

Rat

ing

mea

n sa

tisfa

ctio

n


mean importance





Less Important

Continued Emphasis



-Parks and Recreation-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)









Landscaping along city streets, parks & other areas





Page 47

Satis

fact

ion

Rat

ing

mea

n sa

tisfa

ctio

n


mean importance





Less Important

Continued Emphasis



-Communication-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)




Availability of info about programs & servicesOverall quality of City's website





Page 48

Satis

fact

ion

Rat

ing

mea

n sa

tisfa

ctio

n


mean importance





Less Important

Continued Emphasis



-Public Works and Engineering Services-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)



Storm sewer system


City's flood protection system



Garbage collection



Adequate access to sidewalksNeighborhood SCRUB program





Ability to use your bicycle to commute


Responsiveness of city staff to requests



Page 49

Satis

fact

ion

Rat

ing

mea

n sa

tisfa

ctio

n


mean importance





Less Important

Continued Emphasis



-Community Development-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)



Cleanup of litter & debris on private propertyEnforcement of the maintenance of rental homes







The process for getting a permitEnforcement of city land use zoning regulations



Page 50

Satis

fact

ion

Rat

ing

mea

n sa

tisfa

ctio

n


mean importance





Less Important

Continued Emphasis



-Public Libraries-(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)








Overall quality of City librariesHelpfulness of library staff


Adequacy of library buildingsPublic spaces for meetings



Page 51

Section 3 Benchmarking Analysis


Page 52

Executive Su

mmary R

eport

Benchmarking Summary Report City of Des Moines, Iowa

Overview

ETC Institute's DirectionFinder program was originally developed in 1999 to help community

leaders across the United States use statistically valid community survey data as a tool for

making better decisions. Since November of 1999, the survey has been administered in

more than 230 cities in 43 states. Most participating cities conduct the survey on an annual

or biennial basis.

This report contains benchmarking data from three sources: (1) a national survey that was

administered by ETC Institute during the summer of 2018 to a random sample of more

than 2,000 residents across the United States living in cities with a population of 250,000

or more residents, (2) survey results from seven large communities (populations of more

than 200,000 residents) where ETC Institute has administered the DirectionFinder

survey between January 2016 and December 2018. The results from the individual

communities were used as the basis for developing the specific comparisons.

Interpreting the Charts

The charts on the following pages provide comparisons for several items that were rated on the 2018 City of Des Moines Resident Survey. The percentages shown reflect the sum of the positive ratings given by respondents excluding “don’t know” responses for the two groups listed below.

The blue bars show the results for the City of Des Moines

The green bars show the results for the national survey that was conducted by ETCInstitute with large U.S. communities


Page 53

71%

57%

58%

56%

60%

73%

55%

44%

47%

56%

59%

59%




Animal control



0% 20% 40% 60% 80% 100%

Des Moines National avg for cities with pop. >250,000

by percentage of respondents who rated the item 4 or 5 on a 5-point scalewhere 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)


Overall Satisfaction with Police Department ServicesDes Moines vs. Large U.S. Cities


Page 54

74%

56%


0% 20% 40% 60% 80% 100%

Des Moines National avg for cities with pop. >250,000 Source: ETC Institute (2019)

How Safe Residents Feel in Their CommunityDes Moines vs. Large U.S. Cities

by percentage of respondents who rated the item 4 or 5 on a 5-point scalewhere 5 was "very safe" and 1 was "very unsafe" (excluding don't knows)

86%

86%

85%

66%

85%

80%

70%

40%





0% 20% 40% 60% 80% 100%


Overall Satisfaction with Fire ServicesDes Moines vs. Large U.S. Cities




Page 55

81%

77%

74%

70%

62%

88%

72%

71%

69%

51%

42%

74%







0% 20% 40% 60% 80% 100%


Overall Satisfaction with Parks and Recreation ServicesDes Moines vs. Large U.S. Cities



45%

44%

44%

32%

31%

33%

55%

39%

50%

32%






0% 20% 40% 60% 80% 100%


Overall Satisfaction with City CommunicationDes Moines vs. Large U.S. Cities




Page 56

85%78%

72%69%68%

56%55%

53%48%47%

44%38%

35%31%

69%

61%

50%

64%

53%

65%

37%

49%

33%

57%

49%

39%

43%

44%

Garbage collection









Storm sewer system





0% 20% 40% 60% 80% 100%


Overall Satisfaction with Public Works and EngineeringDes Moines vs. Large U.S. Cities



50%

34%

28%

25%

37%

47%

50%

41%





0% 20% 40% 60% 80% 100%


Overall Satisfaction with Community DevelopmentDes Moines vs. Large U.S. Cities




Page 57

Head-to-HeadComparisons

69%

62%

69%64% 63%

71%

64%

73%67%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

Oklahoma C

ity, O

K

San Antonio, TX

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows

Overall Quality of Police Protection - 2019

Central U.S. Large City Regional Benchmarks



Page 58

84%89%

81% 80%86%

75%82%

86%83%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

Oklahoma C

ity, O

K

San Antonio, TX

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%

100%


Overall Quality of Fire Protection - 2019



83%88%

71%75%

82%77%

93%

85%82%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

Oklahoma C

ity, O

K

San Antonio, TX

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%

100%

Overall Quality of Ambulance and Paramedic Services - 2019





Page 59

Overall Quality of City Parks - 2019


77%71%

60% 61%

78%

60%

72% 74%69%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

Oklahoma C

ity, O

K

San Antonio, TX

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%

100%




Page 60


42%

24%

32%

23%27%

11%

35%31%

28%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

Oklahoma C

ity, O

K

San Antonio, TX

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%

Overall Condition of Major City Streets - 2019by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

excluding don't knows


Overall Enforcement of City Ordinances - 2019


40%37% 39%

44%

29%

37%42%

34%38%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

Oklahoma C

ity, O

K

San Antonio, TX

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%



Overall Effectiveness of City Communication - 2019


35%

41%

49%

40%

34%

48%44% 42%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

Oklahoma C

ity, O

K

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%




Page 61

75%

85%

68%74%

80% 82%88%

79%

Austin, T

X

Dallas

, TX

Fort Worth

, TX

Kansa

s City

, MO

Nashvil

le, TN

San Antonio, TX

Des M

oines, IA

Averag

e0%

20%

40%

60%

80%

100%

Overall Quality of City Libraries - 2019





Page 62

Section 4 Tabular Data


Page 63

Q1. Customer Service. Have you called or visited the City with a question, problem, or complaint during the past year? Q1. Have you called or visited City with a question, problem, or complaint during past year Number Percent Yes 488 37.8 % No 803 62.2 % Total 1291 100.0 %

Q1a. How did you contact the City? Q1a. How did you contact City Number Percent By phone 375 76.8 % By email 67 13.7 % Social media 13 2.7 % In person 27 5.5 % Not provided 6 1.2 % Total 488 100.0 %

WITHOUT NOT PROVIDED Q1a. How did you contact the City? (without "not provided") Q1a. How did you contact City Number Percent By phone 375 77.8 % By email 67 13.9 % Social media 13 2.7 % In person 27 5.6 % Total 482 100.0 %


Page 64

Q1c. How easy/difficult was it to address your issue? Q1c. How easy/difficult was it to address your issue Number Percent Very easy 212 43.4 % Somewhat easy 157 32.2 % Difficult 57 11.7 % Very difficult 51 10.5 % Don't know 11 2.3 % Total 488 100.0 %

WITHOUT DON’T KNOW Q1c. How easy/difficult was it to address your issue? (without "don't know") Q1c. How easy/difficult was it to address your issue Number Percent Very easy 212 44.4 % Somewhat easy 157 32.9 % Difficult 57 11.9 % Very difficult 51 10.7 % Total 477 100.0 %


Page 65

Q1d. Listed below are several factors that may influence your perception of the quality of customer service you receive from City employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described. (N=488) Someti- Don't Always Usually mes Seldom Never know Q1d-1. They were polite 51.0% 28.1% 10.9% 1.4% 2.3% 6.4% Q1d-2. They gave accurate answers to your questions 44.5% 26.6% 13.3% 5.3% 4.3% 5.9% Q1d-3. They did what they said they would do in a timely Manner 40.8% 18.6% 12.9% 9.0% 8.0% 10.7% Q1d-4. They helped you resolve an issue to your satisfaction 43.2% 18.0% 11.3% 6.6% 14.1% 6.8%

WITHOUT DON’T KNOW Q1d. Listed below are several factors that may influence your perception of the quality of customer service you receive from City employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described. (without "don't know") (N=488) Always Usually Sometimes Seldom Never Q1d-1. They were polite 54.5% 30.0% 11.6% 1.5% 2.4% Q1d-2. They gave accurate answers to your questions 47.3% 28.3% 14.2% 5.7% 4.6% Q1d-3. They did what they said they would do in a timely Manner 45.6% 20.9% 14.4% 10.1% 8.9% Q1d-4. They helped you resolve an issue to your satisfaction 46.4% 19.3% 12.1% 7.0% 15.2%


Page 66

Q2. Financial Soundness. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "Financially Sound City." (N=1291) Strongly Strongly Don't agree Agree Neutral Disagree disagree know Q2-1. City provides good value for taxes & fees paid by residents 7.0% 34.5% 26.7% 18.8% 6.5% 6.4% Q2-2. City staff & leaders are good stewards of City's resources 7.3% 33.0% 32.2% 11.0% 6.2% 10.3% Q2-3. City services are reliable 13.9% 49.4% 21.2% 7.1% 3.1% 5.3% Q2-4. City services are delivered in an efficient, cost effective manner 9.5% 36.5% 29.2% 11.2% 3.9% 9.8% Q2-5. City is doing a good job investing for City's future needs 8.9% 29.0% 28.4% 13.2% 7.0% 13.4% Q2-6. City does a good job partnering with business & other organizations to minimize tax burden on residents 6.8% 20.0% 28.0% 17.5% 10.0% 17.7% Q2-7. City of Des Moines is a financially sound City 7.3% 34.9% 27.8% 9.4% 3.7% 17.0%


Page 67

WITHOUT DON’T KNOW Q2. Financial Soundness. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "Financially Sound City." (without "don't know") (N=1291) Strongly Strongly agree Agree Neutral Disagree disagree Q2-1. City provides good value for taxes & fees paid by residents 7.5% 36.8% 28.6% 20.1% 7.0% Q2-2. City staff & leaders are good stewards of City's resources 8.1% 36.8% 35.9% 12.3% 6.9% Q2-3. City services are reliable 14.6% 52.2% 22.4% 7.5% 3.3% Q2-4. City services are delivered in an efficient, cost effective manner 10.5% 40.5% 32.4% 12.4% 4.3% Q2-5. City is doing a good job investing for City's future needs 10.3% 33.5% 32.7% 15.3% 8.1% Q2-6. City does a good job partnering with business & other organizations to minimize tax burden on residents 8.3% 24.3% 34.1% 21.3% 12.1% Q2-7. City of Des Moines is a financially sound City 8.8% 42.0% 33.5% 11.3% 4.5%


Page 68

Q3. Sustainability. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "Sustainable Community." (N=1291) Strongly Strongly Don't agree Agree Neutral Disagree disagree know Q3-1. City is a good place to live 31.4% 49.9% 13.1% 4.0% 1.5% 0.2% Q3-2. City is a good place to invest in property 17.0% 38.0% 26.1% 9.4% 2.9% 6.7% Q3-3. City is doing what's needed to sustain property values 9.1% 28.2% 29.4% 18.3% 5.7% 9.3% Q3-4. City's commercial tax base is growing 8.8% 28.4% 27.2% 7.3% 2.7% 25.6% Q3-5. City is an attractive/beautiful City 21.9% 51.0% 19.1% 4.5% 2.6% 0.9% Q3-6. I like neighborhood where I live 30.5% 44.0% 14.6% 6.5% 3.6% 0.7% Q3-7. Des Moines has a vibrant downtown with places I like to visit 24.1% 39.9% 20.7% 9.1% 4.0% 2.2% Q3-8. City has a diverse selection of quality housing 11.2% 37.4% 26.1% 11.2% 6.6% 7.5% Q3-9. City protects its waterways (rivers, creeks, ponds) 9.1% 33.5% 25.5% 14.2% 7.2% 10.5% Q3-10. City has made improvements to its water quality (in waterways, not drinking water) 7.4% 29.7% 29.9% 10.5% 5.1% 17.3% Q3-11. City preserves its natural resources (savannas, prairies, woodlands) 9.1% 34.9% 28.7% 9.5% 3.9% 13.9% Q3-12. City conserves energy in its buildings & across City 8.1% 23.8% 30.8% 8.6% 3.3% 25.5% Q3-13. City has a good recycling & composting program 14.9% 45.3% 18.6% 9.1% 5.6% 6.6% Q3-14. City has improved its greenhouse gas emissions 5.0% 15.7% 32.3% 5.4% 2.4% 39.2% Q3-15. City of Des Moines is a sustainable community 9.5% 38.5% 28.4% 7.0% 2.6% 13.9%


Page 69

WITHOUT DON’T KNOW Q3. Sustainability. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "Sustainable Community." (without "don't know") (N=1291) Strongly Strongly agree Agree Neutral Disagree disagree Q3-1. City is a good place to live 31.4% 50.0% 13.1% 4.0% 1.5% Q3-2. City is a good place to invest in property 18.3% 40.7% 28.0% 10.0% 3.1% Q3-3. City is doing what's needed to sustain property values 10.0% 31.1% 32.5% 20.2% 6.3% Q3-4. City's commercial tax base is growing 11.9% 38.1% 36.6% 9.8% 3.6% Q3-5. City is an attractive/beautiful City 22.1% 51.4% 19.3% 4.5% 2.6% Q3-6. I like neighborhood where I live 30.7% 44.3% 14.7% 6.6% 3.7% Q3-7. Des Moines has a vibrant downtown with places I like to visit 24.6% 40.8% 21.1% 9.3% 4.1% Q3-8. City has a diverse selection of quality housing 12.1% 40.5% 28.2% 12.1% 7.1% Q3-9. City protects its waterways (rivers, creeks, ponds) 10.1% 37.5% 28.5% 15.8% 8.1% Q3-10. City has made improvements to its water quality (in waterways, not drinking water) 9.0% 36.0% 36.1% 12.7% 6.2% Q3-11. City preserves its natural resources (savannas, prairies, woodlands) 10.5% 40.6% 33.4% 11.0% 4.5% Q3-12. City conserves energy in its buildings & across City 10.8% 31.9% 41.4% 11.5% 4.4% Q3-13. City has a good recycling & composting program 15.9% 48.5% 19.9% 9.7% 6.0% Q3-14. City has improved its greenhouse gas emissions 8.2% 25.9% 53.1% 8.9% 3.9% Q3-15. City of Des Moines is a sustainable community 11.1% 44.7% 33.0% 8.2% 3.1%


Page 70

Q4. High Performing Organization. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "High Performing Organization." (N=1291) Strongly Strongly Don't agree Agree Neutral Disagree disagree know Q4-1. City provides customer-friendly services 12.3% 47.3% 25.3% 5.6% 1.6% 7.8% Q4-2. It is easy to access City services & information 11.5% 45.1% 26.5% 7.4% 3.3% 6.2% Q4-3. City employees work together as a team 6.5% 22.3% 29.0% 7.8% 2.5% 31.9% Q4-4. City uses data to make decisions 4.8% 22.1% 27.3% 4.4% 1.9% 39.5% Q4-5. City has streamlined processes & operations 5.1% 17.0% 32.2% 7.0% 2.7% 35.9% Q4-6. City employees are "customer focused" 6.7% 29.0% 29.8% 11.9% 3.6% 19.0% Q4-7. City is responsive to needs of residents 7.3% 31.5% 30.1% 15.8% 5.3% 10.0% Q4-8. City of Des Moines is a high performing organization 6.7% 23.1% 35.7% 9.9% 3.3% 21.4% Q4-9. City technology is in line with technology used in private sector 5.7% 20.6% 27.7% 9.8% 4.3% 32.0% Q4-10. City quickly adapts to changes 5.7% 19.5% 34.4% 15.1% 6.4% 19.0%


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WITHOUT DON’T KNOW Q4. High Performing Organization. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "High Performing Organization." (without "don't know") (N=1291) Strongly Strongly agree Agree Neutral Disagree disagree Q4-1. City provides customer-friendly services 13.4% 51.3% 27.5% 6.1% 1.8% Q4-2. It is easy to access City services & information 12.3% 48.1% 28.2% 7.9% 3.5% Q4-3. City employees work together as a team 9.6% 32.8% 42.5% 11.5% 3.6% Q4-4. City uses data to make decisions 7.9% 36.5% 45.2% 7.3% 3.1% Q4-5. City has streamlined processes & operations 8.0% 26.6% 50.2% 11.0% 4.2% Q4-6. City employees are "customer focused" 8.2% 35.8% 36.8% 14.7% 4.5% Q4-7. City is responsive to needs of residents 8.1% 35.0% 33.5% 17.6% 5.9% Q4-8. City of Des Moines is a high performing organization 8.5% 29.4% 45.4% 12.6% 4.1% Q4-9. City technology is in line with technology used in private sector 8.4% 30.3% 40.7% 14.4% 6.3% Q4-10. City quickly adapts to changes 7.0% 24.1% 42.4% 18.6% 7.8%


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Q5. Upgraded City Infrastructure and Buildings. Please rate your level of agreement with the following statements that may impact your perception of the City's goal to provide upgraded infrastructure and buildings. (N=1291) Strongly Strongly Don't agree Agree Neutral Disagree disagree know Q5-1. Travel times on City streets are predictable 13.0% 63.4% 13.8% 7.3% 1.3% 1.2% Q5-2. Travel times on City streets are acceptable 12.5% 55.6% 19.4% 8.8% 2.5% 1.2% Q5-3. City buildings are customer-friendly 9.3% 46.6% 28.2% 5.1% 1.6% 9.1% Q5-4. City buildings & infrastructure make City more attractive 11.2% 48.4% 26.6% 6.3% 1.7% 5.7% Q5-5. City is doing a good job maintaining infrastructure & buildings to extend life of these facilities 8.3% 35.8% 28.7% 8.0% 3.8% 15.4% Q5-6. Residents of Des Moines have affordable access to latest technology infrastructure 5.4% 23.5% 31.4% 16.7% 5.0% 17.8% Q5-7. City has made investments that are needed to protect City from flooding 10.8% 38.3% 17.4% 14.2% 9.0% 10.3% Q5-8. City is doing a good job investing in infrastructure & buildings that are adaptable to changing climate/weather patterns 5.7% 23.3% 30.3% 8.4% 5.5% 26.9% Q5-9. Des Moines provides upgraded infrastructure & buildings 5.3% 26.9% 33.2% 8.2% 3.4% 23.0%


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WITHOUT DON’T KNOW Q5. Upgraded City Infrastructure and Buildings. Please rate your level of agreement with the following statements that may impact your perception of the City's goal to provide upgraded infrastructure and buildings. (without "don't know") (N=1291) Strongly Strongly agree Agree Neutral Disagree disagree Q5-1. Travel times on City streets are predictable 13.2% 64.2% 14.0% 7.4% 1.3% Q5-2. Travel times on City streets are acceptable 12.7% 56.3% 19.6% 8.9% 2.5% Q5-3. City buildings are customer-friendly 10.2% 51.3% 31.0% 5.6% 1.8% Q5-4. City buildings & infrastructure make City more attractive 11.9% 51.4% 28.3% 6.7% 1.8% Q5-5. City is doing a good job maintaining infrastructure & buildings to extend life of these facilities 9.8% 42.3% 34.0% 9.4% 4.5% Q5-6. Residents of Des Moines have affordable access to latest technology infrastructure 6.6% 28.7% 38.3% 20.4% 6.1% Q5-7. City has made investments that are needed to protect City from flooding 12.1% 42.7% 19.4% 15.8% 10.0% Q5-8. City is doing a good job investing in infrastructure & buildings that are adaptable to changing climate/weather patterns 7.7% 31.9% 41.4% 11.4% 7.5% Q5-9. Des Moines provides upgraded infrastructure & buildings 6.9% 34.9% 43.1% 10.7% 4.4%


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Q6. Livable Community. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "Livable Community." (N=1291) Strongly Strongly Don't agree Agree Neutral Disagree disagree know Q6-1. There are recreation programs & activities for people of all types in Des Moines 19.2% 49.9% 14.9% 8.2% 1.7% 6.1% Q6-2. City has nightlife for people to enjoy 20.7% 51.4% 17.4% 4.0% 1.9% 4.7% Q6-3. City's library is a resource center for the community 32.9% 46.3% 12.5% 2.7% 0.9% 4.6% Q6-4. There are quality choices for leisure time in Des Moines 24.7% 48.4% 17.0% 5.3% 1.2% 3.5% Q6-5. There are adequate trails for leisure & recreation 29.4% 49.0% 12.0% 3.6% 1.2% 4.9% Q6-6. Amenities in City support a healthy lifestyle & personal wellness 21.2% 50.0% 18.8% 3.7% 1.5% 4.7% Q6-7. Variety of special events in City are enjoyable for all 23.2% 46.5% 18.6% 6.0% 2.2% 3.6% Q6-8. City is diverse & culturally inclusive 20.4% 44.0% 20.8% 7.2% 3.3% 4.3% Q6-9. City of Des Moines is a livable community 29.8% 52.4% 13.3% 1.5% 1.4% 1.5%


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WITHOUT DON’T KNOW Q6. Livable Community. Please rate your level of agreement with the following statements that may impact your perception of the City's goal of being a "Livable Community." (without "don't know") (N=1291) Strongly Strongly agree Agree Neutral Disagree disagree Q6-1. There are recreation programs & activities for people of all types in Des Moines 20.5% 53.1% 15.8% 8.7% 1.8% Q6-2. City has nightlife for people to enjoy 21.7% 54.0% 18.2% 4.1% 2.0% Q6-3. City's library is a resource center for the community 34.5% 48.5% 13.1% 2.8% 1.0% Q6-4. There are quality choices for leisure time in Des Moines 25.6% 50.2% 17.6% 5.5% 1.2% Q6-5. There are adequate trails for leisure & recreation 30.9% 51.5% 12.6% 3.7% 1.3% Q6-6. Amenities in City support a healthy lifestyle & personal wellness 22.3% 52.5% 19.8% 3.9% 1.5% Q6-7. Variety of special events in City are enjoyable for all 24.0% 48.2% 19.3% 6.2% 2.3% Q6-8. City is diverse & culturally inclusive 21.3% 46.0% 21.8% 7.5% 3.5% Q6-9. City of Des Moines is a livable community 30.3% 53.3% 13.5% 1.5% 1.4%


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Q7. Police Services. Please rate your satisfaction with the following services provided by the City's Police Department. (N=1291) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q7-1. How quickly police respond to emergencies 18.2% 39.5% 15.3% 6.2% 2.5% 18.4% Q7-2. Visibility of police in neighborhoods 12.3% 41.9% 24.8% 11.9% 4.8% 4.3% Q7-3. Visibility of police in retail areas 12.2% 41.5% 29.9% 7.0% 2.8% 6.6% Q7-4. Animal control 10.3% 37.4% 26.6% 7.3% 3.7% 14.7% Q7-5. Professionalism of City police officers 25.9% 39.9% 16.0% 6.1% 4.7% 7.4% Q7-6. Enforcement of local traffic laws 13.8% 43.1% 20.8% 11.4% 6.1% 4.7% Q7-7. Overall quality of police protection 22.4% 47.3% 17.4% 6.0% 2.7% 4.1%

WITHOUT DON’T KNOW Q7. Police Services. Please rate your satisfaction with the following services provided by the City's Police Department. (without "don't know") (N=1291) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q7-1. How quickly police respond to emergencies 22.3% 48.4% 18.7% 7.6% 3.0% Q7-2. Visibility of police in neighborhoods 12.9% 43.8% 25.9% 12.4% 5.0% Q7-3. Visibility of police in retail areas 13.1% 44.4% 32.0% 7.5% 3.0% Q7-4. Animal control 12.1% 43.9% 31.2% 8.5% 4.4% Q7-5. Professionalism of City police officers 27.9% 43.1% 17.2% 6.6% 5.1% Q7-6. Enforcement of local traffic laws 14.5% 45.3% 21.9% 12.0% 6.4% Q7-7. Overall quality of police protection 23.3% 49.4% 18.2% 6.3% 2.8%


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Q8. Which THREE of the police services listed in Question 7 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q8. Top choice Number Percent How quickly police respond to emergencies 265 20.5 % Visibility of police in neighborhoods 355 27.5 % Visibility of police in retail areas 48 3.7 % Animal control 26 2.0 % Professionalism of City police officers 211 16.3 % Enforcement of local traffic laws 113 8.8 % Overall quality of police protection 55 4.3 % None chosen 218 16.9 % Total 1291 100.0 %

Q8. Which THREE of the police services listed in Question 7 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q8. 2nd choice Number Percent How quickly police respond to emergencies 202 15.6 % Visibility of police in neighborhoods 295 22.9 % Visibility of police in retail areas 128 9.9 % Animal control 77 6.0 % Professionalism of City police officers 145 11.2 % Enforcement of local traffic laws 116 9.0 % Overall quality of police protection 85 6.6 % None chosen 243 18.8 % Total 1291 100.0 %


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Q8. Which THREE of the police services listed in Question 7 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q8. 3rd choice Number Percent How quickly police respond to emergencies 139 10.8 % Visibility of police in neighborhoods 157 12.2 % Visibility of police in retail areas 189 14.6 % Animal control 98 7.6 % Professionalism of City police officers 144 11.2 % Enforcement of local traffic laws 147 11.4 % Overall quality of police protection 107 8.3 % None chosen 310 24.0 % Total 1291 100.0 %

SUM OF TOP 3 CHOICES Q8. Which THREE of the police services listed in Question 7 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q8. Sum of Top 3 Choices Number Percent How quickly police respond to emergencies 606 46.9 % Visibility of police in neighborhoods 807 62.5 % Visibility of police in retail areas 365 28.3 % Animal control 201 15.6 % Professionalism of City police officers 500 38.7 % Enforcement of local traffic laws 376 29.1 % Overall quality of police protection 247 19.1 % None chosen 218 16.9 % Total 3320


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Q9. Perceptions of Safety. Please rate how safe you feel in the following areas. (N=1291) Very Very Don't safe Safe Neutral Unsafe unsafe know Q9-1. Overall feeling of safety in City 16.0% 56.5% 18.2% 6.5% 1.4% 1.4% Q9-2. In your neighborhood 23.2% 49.8% 15.3% 9.0% 1.6% 1.2% Q9-3. In City parks & on City trails 11.3% 41.7% 29.7% 11.2% 2.1% 4.0% Q9-4. In downtown Des Moines 13.0% 43.7% 27.7% 9.6% 2.4% 3.6% Q9-5. In retail areas 19.1% 56.5% 19.0% 2.9% 0.7% 1.9% Q9-6. In City traffic 13.2% 48.8% 22.3% 10.8% 2.6% 2.2% Q9-7. At outdoor venues (Farmer's Market, street events, concerts) 26.4% 49.9% 15.8% 2.9% 0.7% 4.3% Q9-8. In entertainment venues 21.1% 45.7% 20.7% 4.4% 0.9% 7.2%

WITHOUT DON’T KNOW Q9. Perceptions of Safety. Please rate how safe you feel in the following areas. (without "don't know") (N=1291) Very Very safe Safe Neutral Unsafe unsafe Q9-1. Overall feeling of safety in City 16.3% 57.3% 18.5% 6.6% 1.4% Q9-2. In your neighborhood 23.4% 50.4% 15.4% 9.1% 1.6% Q9-3. In City parks & on City trails 11.8% 43.4% 31.0% 11.6% 2.2% Q9-4. In downtown Des Moines 13.5% 45.3% 28.8% 10.0% 2.5% Q9-5. In retail areas 19.4% 57.6% 19.4% 2.9% 0.7% Q9-6. In City traffic 13.5% 49.9% 22.8% 11.1% 2.7% Q9-7. At outdoor venues (Farmer's Market, street events, concerts) 27.6% 52.1% 16.5% 3.1% 0.7% Q9-8. In entertainment venues 22.7% 49.2% 22.3% 4.8% 1.0%


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Q10. Fire Services. Please rate your satisfaction with the services provided by the City's Fire Department. (N=1291) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q10-1. How quickly fire personnel respond to emergencies 25.9% 37.0% 9.1% 0.6% 0.2% 27.2% Q10-2. Quality of ambulance & paramedic services 28.2% 34.9% 10.3% 0.5% 0.2% 25.9% Q10-3. Quality of fire inspection program 13.8% 26.0% 18.7% 1.2% 0.9% 39.3% Q10-4. Effectiveness of fire safety education program 12.9% 24.6% 19.1% 2.4% 0.2% 40.7% Q10-5. Effectiveness of fire prevention program 13.6% 25.0% 19.2% 2.1% 0.2% 40.0% Q10-6. Professionalism of City's fire fighters 30.6% 36.2% 8.9% 0.6% 0.2% 23.5% Q10-7. Overall quality of fire protection 24.9% 43.8% 10.4% 0.4% 0.2% 20.4%

WITHOUT DON’T KNOW Q10. Fire Services. Please rate your satisfaction with the services provided by the City's Fire Department. (without "don't know") (N=1291) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q10-1. How quickly fire personnel respond to emergencies 35.5% 50.9% 12.6% 0.9% 0.2% Q10-2. Quality of ambulance & paramedic services 38.1% 47.1% 13.9% 0.7% 0.2% Q10-3. Quality of fire inspection program 22.7% 42.9% 30.9% 1.9% 1.5% Q10-4. Effectiveness of fire safety education program 21.8% 41.6% 32.2% 4.1% 0.4% Q10-5. Effectiveness of fire prevention program 22.6% 41.7% 32.0% 3.5% 0.3% Q10-6. Professionalism of City's fire fighters 40.0% 47.3% 11.6% 0.8% 0.3% Q10-7. Overall quality of fire protection 31.3% 55.0% 13.0% 0.5% 0.2%


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Q11. Which THREE of the fire services listed in Question 10 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q11. Top choice Number Percent How quickly fire personnel respond to emergencies 410 31.8 % Quality of ambulance & paramedic services 134 10.4 % Quality of fire inspection program 107 8.3 % Effectiveness of fire safety education program 100 7.7 % Effectiveness of fire prevention program 61 4.7 % Professionalism of City's fire fighters 34 2.6 % Overall quality of fire protection 44 3.4 % None chosen 401 31.1 % Total 1291 100.0 %

Q11. Which THREE of the fire services listed in Question 10 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q11. 2nd choice Number Percent How quickly fire personnel respond to emergencies 84 6.5 % Quality of ambulance & paramedic services 342 26.5 % Quality of fire inspection program 77 6.0 % Effectiveness of fire safety education program 130 10.1 % Effectiveness of fire prevention program 111 8.6 % Professionalism of City's fire fighters 60 4.6 % Overall quality of fire protection 44 3.4 % None chosen 443 34.3 % Total 1291 100.0 %


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Q11. Which THREE of the fire services listed in Question 10 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q11. 3rd choice Number Percent How quickly fire personnel respond to emergencies 58 4.5 % Quality of ambulance & paramedic services 95 7.4 % Quality of fire inspection program 132 10.2 % Effectiveness of fire safety education program 108 8.4 % Effectiveness of fire prevention program 195 15.1 % Professionalism of City's fire fighters 135 10.5 % Overall quality of fire protection 93 7.2 % None chosen 475 36.8 % Total 1291 100.0 %

SUM OF TOP 3 CHOICES Q11. Which THREE of the fire services listed in Question 10 (excluding the overall rating in item 7) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q11. Sum of Top 3 Choices Number Percent How quickly fire personnel respond to emergencies 552 42.8 % Quality of ambulance & paramedic services 571 44.2 % Quality of fire inspection program 316 24.5 % Effectiveness of fire safety education program 338 26.2 % Effectiveness of fire prevention program 367 28.4 % Professionalism of City's fire fighters 229 17.7 % Overall quality of fire protection 181 14.0 % None chosen 401 31.1 % Total 2955


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Q12. Parks and Recreation. Please rate your satisfaction with the following services. (N=1291) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q12-1. Number & location of City parks 21.8% 56.3% 13.2% 4.6% 0.9% 3.1% Q12-2. Number of walking & biking trails in Des Moines 26.1% 47.2% 14.8% 6.1% 1.1% 4.7% Q12-3. Overall quality of pools (aquatic centers, wading pools, splash pads) 13.1% 39.4% 21.5% 8.4% 2.1% 15.4% Q12-4. Number of restrooms in City parks 8.4% 31.3% 32.8% 13.5% 3.2% 10.8% Q12-5. Landscaping (shrubs, flowers) along City streets, parks & other public areas 18.6% 48.9% 19.8% 6.2% 3.0% 3.6% Q12-6. Use of green practices (natural landscapes, rain gardens/bioswales) 12.1% 38.5% 26.3% 7.4% 2.7% 13.1% Q12-7. Special events sponsored by City (Free Flicks, Mayor's Annual Ride for Trails, Father Daughter Dance, etc.) 12.5% 38.8% 26.8% 3.3% 1.5% 17.2% Q12-8. Range of recreational programming (flag football, swimming lessons, softball/baseball) 12.5% 37.8% 26.9% 5.0% 1.5% 16.3% Q12-9. Availability of specialized recreation facilities (disc golf courses, tennis courts, skate parks, basketball, dog parks, golf courses, etc.) 12.7% 41.8% 25.3% 6.8% 2.0% 11.5% Q12-10. Overall quality of municipal cemeteries (Glendale, Woodland, Laurel Hill, Sims, Oak Grove, Elm Grove) 14.4% 43.0% 19.8% 3.5% 2.1% 17.2% Q12-11. Availability of environmental education & nature activities (star gazing, canoe float, science day camps) 8.6% 31.4% 26.7% 9.1% 1.9% 22.4% Q12-12. Overall quality of City parks 15.4% 55.7% 19.2% 4.6% 1.1% 4.0%


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WITHOUT DON’T KNOW Q12. Parks and Recreation. Please rate your satisfaction with the following services. (without "don't know") (N=1291) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q12-1. Number & location of City parks 22.5% 58.1% 13.7% 4.7% 1.0% Q12-2. Number of walking & biking trails in Des Moines 27.4% 49.5% 15.5% 6.4% 1.1% Q12-3. Overall quality of pools (aquatic centers, wading pools, splash pads) 15.5% 46.6% 25.5% 10.0% 2.5% Q12-4. Number of restrooms in City parks 9.5% 35.1% 36.8% 15.1% 3.6% Q12-5. Landscaping (shrubs, flowers) along City streets, parks & other public areas 19.3% 50.7% 20.5% 6.4% 3.1% Q12-6. Use of green practices (natural landscapes, rain gardens/bioswales) 13.9% 44.3% 30.2% 8.5% 3.1% Q12-7. Special events sponsored by City (Free Flicks, Mayor's Annual Ride for Trails, Father Daughter Dance, etc.) 15.1% 46.9% 32.4% 3.9% 1.8% Q12-8. Range of recreational programming (flag football, swimming lessons, softball/baseball) 15.0% 45.1% 32.1% 5.9% 1.9% Q12-9. Availability of specialized recreation facilities (disc golf courses, tennis courts, skate parks, basketball, dog parks, golf courses, etc.) 14.3% 47.2% 28.5% 7.7% 2.3% Q12-10. Overall quality of municipal cemeteries (Glendale, Woodland, Laurel Hill, Sims, Oak Grove, Elm Grove) 17.4% 51.9% 23.9% 4.2% 2.5% Q12-11. Availability of environmental education & nature activities (star gazing, canoe float, science day camps) 11.1% 40.4% 34.4% 11.7% 2.4% Q12-12. Overall quality of City parks 16.1% 58.0% 20.0% 4.8% 1.1%


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Q13. Which THREE of the parks and recreation services listed in Question 12 (excluding the overall rating in item 12) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q13. Top choice Number Percent Number & location of City parks 119 9.2 % Number of walking & biking trails in Des Moines 122 9.5 % Overall quality of pools (aquatic centers, wading pools, splash pads) 121 9.4 % Number of restrooms in City parks 105 8.1 % Landscaping (shrubs, flowers) along City streets, parks & other public areas 75 5.8 % Use of green practices (natural landscapes, rain gardens/bioswales) 135 10.5 % Special events sponsored by City (Free Flicks, Mayor's Annual Ride for Trails, Father Daughter Dance, etc.) 51 4.0 % Range of recreational programming (flag football, swimming lessons, softball/baseball) 34 2.6 % Availability of specialized recreation facilities (disc golf courses, tennis courts, skate parks, basketball, dog parks, golf courses, etc.) 55 4.3 % Overall quality of municipal cemeteries (Glendale, Woodland, Laurel Hill, Sims, Oak Grove, Elm Grove) 58 4.5 % Availability of environmental education & nature activities (star gazing, canoe float, science day camps) 59 4.6 % Overall quality of City parks 65 5.0 % None chosen 292 22.6 % Total 1291 100.0 %


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Q13. Which THREE of the parks and recreation services listed in Question 12 (excluding the overall rating in item 12) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q13. 2nd choice Number Percent Number & location of City parks 57 4.4 % Number of walking & biking trails in Des Moines 88 6.8 % Overall quality of pools (aquatic centers, wading pools, splash pads) 108 8.4 % Number of restrooms in City parks 102 7.9 % Landscaping (shrubs, flowers) along City streets, parks & other public areas 64 5.0 % Use of green practices (natural landscapes, rain gardens/bioswales) 118 9.1 % Special events sponsored by City (Free Flicks, Mayor's Annual Ride for Trails, Father Daughter Dance, etc.) 66 5.1 % Range of recreational programming (flag football, swimming lessons, softball/baseball) 78 6.0 % Availability of specialized recreation facilities (disc golf courses, tennis courts, skate parks, basketball, dog parks, golf courses, etc.) 89 6.9 % Overall quality of municipal cemeteries (Glendale, Woodland, Laurel Hill, Sims, Oak Grove, Elm Grove) 46 3.6 % Availability of environmental education & nature activities (star gazing, canoe float, science day camps) 79 6.1 % Overall quality of City parks 37 2.9 % None chosen 359 27.8 % Total 1291 100.0 %


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Q13. Which THREE of the parks and recreation services listed in Question 12 (excluding the overall rating in item 12) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q13. 3rd choice Number Percent Number & location of City parks 47 3.6 % Number of walking & biking trails in Des Moines 54 4.2 % Overall quality of pools (aquatic centers, wading pools, splash pads) 83 6.4 % Number of restrooms in City parks 70 5.4 % Landscaping (shrubs, flowers) along City streets, parks & other public areas 69 5.3 % Use of green practices (natural landscapes, rain gardens/bioswales) 85 6.6 % Special events sponsored by City (Free Flicks, Mayor's Annual Ride for Trails, Father Daughter Dance, etc.) 68 5.3 % Range of recreational programming (flag football, swimming lessons, softball/baseball) 81 6.3 % Availability of specialized recreation facilities (disc golf courses, tennis courts, skate parks, basketball, dog parks, golf courses, etc.) 84 6.5 % Overall quality of municipal cemeteries (Glendale, Woodland, Laurel Hill, Sims, Oak Grove, Elm Grove) 72 5.6 % Availability of environmental education & nature activities (star gazing, canoe float, science day camps) 132 10.2 % Overall quality of City parks 46 3.6 % None chosen 400 31.0 % Total 1291 100.0 %


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SUM OF TOP 3 CHOICES Q13. Which THREE of the parks and recreation services listed in Question 12 (excluding the overall rating in item 12) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q13. Sum of Top 3 Choices Number Percent Number & location of City parks 223 17.3 % Number of walking & biking trails in Des Moines 264 20.4 % Overall quality of pools (aquatic centers, wading pools, splash pads) 312 24.2 % Number of restrooms in City parks 277 21.5 % Landscaping (shrubs, flowers) along City streets, parks & other public areas 208 16.1 % Use of green practices (natural landscapes, rain gardens/bioswales) 338 26.2 % Special events sponsored by City (Free Flicks, Mayor's Annual Ride for Trails, Father Daughter Dance, etc.) 185 14.3 % Range of recreational programming (flag football, swimming lessons, softball/baseball) 193 14.9 % Availability of specialized recreation facilities (disc golf courses, tennis courts, skate parks, basketball, dog parks, golf courses, etc.) 228 17.7 % Overall quality of municipal cemeteries (Glendale, Woodland, Laurel Hill, Sims, Oak Grove, Elm Grove) 176 13.6 % Availability of environmental education & nature activities (star gazing, canoe float, science day camps) 270 20.9 % Overall quality of City parks 148 11.5 % None chosen 292 22.6 % Total 3114


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Q14. Communication. Please rate your satisfaction with the City of Des Moines' communication with you as a resident of Des Moines. (N=1291) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q14-1. Level of public involvement in local decision-making 4.8% 21.7% 32.4% 17.7% 7.7% 15.7% Q14-2. Availability of information about City programs & services 6.5% 35.5% 29.3% 16.8% 4.3% 7.7% Q14-3. City's efforts to communicate with you 7.6% 30.0% 30.8% 17.3% 6.5% 7.8% Q14-4. Program quality on City's cable television channel 4.6% 13.7% 26.6% 7.7% 4.0% 43.4% Q14-5. City information is accessible in alternative languages or formats, as requested 5.7% 16.2% 25.7% 3.4% 1.9% 47.0% Q14-6. Overall quality of City's website 5.7% 28.3% 31.5% 8.5% 3.4% 22.6% Q14-7. Quality of quarterly City Source newsletter 11.5% 41.2% 26.6% 4.4% 1.8% 14.5% Q14-8. Overall effectiveness of City communication with the public 6.3% 33.2% 34.6% 11.5% 4.9% 9.6%


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WITHOUT DON’T KNOW Q14. Communication. Please rate your satisfaction with the City of Des Moines' communication with you as a resident of Des Moines. (without "don't know") (N=1291) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q14-1. Level of public involvement in local decision-making 5.7% 25.7% 38.4% 21.0% 9.1% Q14-2. Availability of information about City programs & services 7.0% 38.4% 31.7% 18.2% 4.6% Q14-3. City's efforts to communicate with you 8.2% 32.5% 33.4% 18.7% 7.1% Q14-4. Program quality on City's cable television channel 8.1% 24.2% 47.1% 13.7% 7.0% Q14-5. City information is accessible in alternative languages or formats, as requested 10.8% 30.6% 48.5% 6.4% 3.7% Q14-6. Overall quality of City's website 7.3% 36.5% 40.7% 11.0% 4.4% Q14-7. Quality of quarterly City Source newsletter 13.4% 48.2% 31.2% 5.2% 2.1% Q14-8. Overall effectiveness of City communication with the public 6.9% 36.7% 38.3% 12.7% 5.4%


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Q15. Which THREE areas of Communication listed in Question 14 (excluding the overall rating in item 8) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q15. Top choice Number Percent Level of public involvement in local decision-making 401 31.1 % Availability of information about City programs & services 161 12.5 % City's efforts to communicate with you 141 10.9 % Program quality on City's cable television channel 36 2.8 % City information is accessible in alternative languages or formats, as requested 27 2.1 % Overall quality of City's website 86 6.7 % Quality of quarterly City Source newsletter 24 1.9 % Overall effectiveness of City communication with the public 82 6.4 % None chosen 333 25.8 % Total 1291 100.0 %

Q15. Which THREE areas of Communication listed in Question 14 (excluding the overall rating in item 8) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q15. 2nd choice Number Percent Level of public involvement in local decision-making 127 9.8 % Availability of information about City programs & services 239 18.5 % City's efforts to communicate with you 227 17.6 % Program quality on City's cable television channel 53 4.1 % City information is accessible in alternative languages or formats, as requested 46 3.6 % Overall quality of City's website 113 8.8 % Quality of quarterly City Source newsletter 43 3.3 % Overall effectiveness of City communication with the public 58 4.5 % None chosen 385 29.8 % Total 1291 100.0 %


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Q15. Which THREE areas of Communication listed in Question 14 (excluding the overall rating in item 8) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q15. 3rd choice Number Percent Level of public involvement in local decision-making 110 8.5 % Availability of information about City programs & services 158 12.2 % City's efforts to communicate with you 192 14.9 % Program quality on City's cable television channel 43 3.3 % City information is accessible in alternative languages or formats, as requested 58 4.5 % Overall quality of City's website 112 8.7 % Quality of quarterly City Source newsletter 59 4.6 % Overall effectiveness of City communication with the public 115 8.9 % None chosen 444 34.4 % Total 1291 100.0 %

SUM OF TOP 3 CHOICES Q15. Which THREE areas of Communication listed in Question 14 (excluding the overall rating in item 8) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q15. Sum of Top 3 Choices Number Percent Level of public involvement in local decision-making 638 49.4 % Availability of information about City programs & services 558 43.2 % City's efforts to communicate with you 560 43.4 % Program quality on City's cable television channel 132 10.2 % City information is accessible in alternative languages or formats, as requested 131 10.1 % Overall quality of City's website 311 24.1 % Quality of quarterly City Source newsletter 126 9.8 % Overall effectiveness of City communication with the public 255 19.8 % None chosen 333 25.8 % Total 3044


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Q16. Have you or other members of your household used the City of Des Moines website in the last year? Q16. Have you used City of Des Moines website in last year Number Percent Yes 659 51.0 % No 632 49.0 % Total 1291 100.0 %

Q16a. How did you access the City's website? Q16a. How did you access City's website Number Percent Phone 188 28.5 % Tablet 67 10.2 % Home computer/laptop 389 59.0 % Public computer 12 1.8 % Not provided 3 0.5 % Total 659 100.0 %

WITHOUT NOT PROVIDED Q16a. How did you access the City's website? (without "not provided") Q16a. How did you access City's website Number Percent Phone 188 28.7 % Tablet 67 10.2 % Home computer/laptop 389 59.3 % Public computer 12 1.8 % Total 656 100.0 %


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Q16b. Please rate your satisfaction with the following aspects of the City's website. (N=659) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q16b-1. Ability to find information you were looking for on City's website 10.3% 47.2% 17.0% 20.6% 3.6% 1.2% Q16b-2. Ability to use online service you needed on City's website 10.3% 44.8% 22.2% 15.2% 2.9% 4.7% Q16b-3. Overall quality of online services offered on City's website 10.5% 42.9% 23.8% 15.9% 3.6% 3.2%

WITHOUT DON’T KNOW Q16b. Please rate your satisfaction with the following aspects of the City's website. (without "don't know") (N=659) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q16b-1. Ability to find information you were looking for on City's website 10.4% 47.8% 17.2% 20.9% 3.7% Q16b-2. Ability to use online service you needed on City's website 10.8% 47.0% 23.2% 15.9% 3.0% Q16b-3. Overall quality of online services offered on City's website 10.8% 44.4% 24.6% 16.5% 3.8%


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Q17. Where do you currently get news and information about City programs, services, and events? Q17. Where do you currently get news & information about City programs, services, & events Number Percent The Des Moines Register 583 45.2 % The Business Record 55 4.3 % Cityview 347 26.9 % Television news 752 58.2 % City of Des Moines website 291 22.5 % DMTV Cable Channel 7 or 86 40 3.1 % City Source newsletter 585 45.3 % Call/email City's Info Center 76 5.9 % Other websites 27 2.1 % Social media (e.g. Facebook, Twitter) 464 35.9 % Neighborhood association 297 23.0 % Word of mouth 550 42.6 % www.dmgov.org/press releases 55 4.3 % Other 37 2.9 % Total 4159


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Q17-9. Which website? Q17-9. Which websites Number Percent Des Moines Parent 2 14.3 % Des Moines Partnership 1 7.1 % Facebook 2 14.3 % Google 1 7.1 % Nextdoor 3 21.4 % Reddit 3 21.4 % catchdesmoines.com 2 14.3 % Total 14 100.0 %

Q17-14. Other Q17-14. Other Number Percent DSM Magazine 1 2.7 % From other program 1 2.7 % Google 1 2.7 % IMPACT IOWA AGENCY 3 8.1 % KCCI 2 5.4 % LIBRARIES, POSTED FLIERS 2 5.4 % Mail 4 10.8 % NORTHEAST REGISTER 2 5.4 % NPR/IPR 1 2.7 % OPEN MIND 1 2.7 % Online 1 2.7 % Radio 7 18.9 % Radio/TV 2 5.4 % United Way 1 2.7 % WHO Radio 2 5.4 % Word of mouth 2 5.4 % YMCA 1 2.7 % catchdesmoines.com 3 8.1 % Total 37 100.0 %


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Q18. How would you prefer to interact with the City? Q18. How would you prefer to interact with City Number Percent In person 250 19.4 % Website 311 24.1 % Live chat 47 3.6 % Facebook 80 6.2 % Email 250 19.4 % Phone 216 16.7 % Other 43 3.3 % Not provided 94 7.3 % Total 1291 100.0 % WITHOUT NOT PROVIDED Q18. How would you prefer to interact with the City? (without "not provided") Q18. How would you prefer to interact with City Number Percent In person 250 20.9 % Website 311 26.0 % Live chat 47 3.9 % Facebook 80 6.7 % Email 250 20.9 % Phone 216 18.0 % Other 43 3.6 % Total 1197 100.0 %

Q18-7. Other Q18-7. Other Number Percent All 3 7.0 % App 2 4.7 % CHANNEL 11.3 1 2.3 % City app 1 2.3 % Earned media by city 1 2.3 % Expanded city service 1 2.3 % Mail 21 48.8 % Media/news 2 4.7 % Newsletter 5 11.6 % Social media 3 7.0 % TV NEWS 3 7.0 % Total 43 100.0 %


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Q19. Public Works and Engineering. Please rate your satisfaction with the services provided by the City's Public Works and Engineering Departments. (N=1291) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q19-1. Condition of major City streets 3.5% 26.6% 24.2% 29.4% 14.3% 2.2% Q19-2. Condition of streets in your neighborhood 4.6% 30.1% 18.3% 30.1% 16.0% 1.0% Q19-3. Ability to safely ride a bicycle on City streets 4.7% 20.9% 30.9% 18.2% 9.0% 16.3% Q19-4. Availability of on-street striped bike lanes & signs 6.8% 26.6% 33.2% 14.9% 6.7% 11.8% Q19-5. Ability to use your bicycle to commute to work or school 5.3% 18.4% 32.1% 11.3% 5.9% 27.0% Q19-6. Garbage collection 29.4% 54.1% 9.9% 3.6% 1.0% 1.9% Q19-7. Recyclables collection 26.6% 48.6% 11.5% 6.9% 3.3% 3.2% Q19-8. Yard waste collection 23.4% 42.1% 14.9% 7.0% 3.0% 9.6% Q19-9. Storm sewer system (system drains excess rain & ground water from paved streets, parking lots, sidewalks, & roofs) 8.8% 35.5% 23.9% 15.2% 11.0% 5.7% Q19-10. Neighborhood SCRUB (cleanup) program 13.6% 28.0% 24.9% 10.2% 5.0% 18.3% Q19-11. Overall condition of sidewalks 6.6% 35.2% 26.0% 19.5% 8.4% 4.3% Q19-12. Adequate access to sidewalks 9.1% 42.2% 22.9% 15.0% 6.4% 4.4% Q19-13. Snow removal on major City streets 14.7% 51.9% 19.7% 7.4% 4.1% 2.2% Q19-14. Snow removal in your neighborhood 9.7% 41.1% 19.1% 17.3% 9.2% 3.6% Q19-15. City's sanitary sewer system 9.0% 39.7% 26.2% 7.1% 5.3% 12.7% Q19-16. City's flood protection system 6.0% 30.4% 28.2% 13.2% 7.8% 14.3% Q19-17. Responsiveness of City staff to street, garbage, & sewer service requests 10.8% 35.4% 24.2% 6.6% 2.6% 20.3% Q19-18. Flow of traffic on City Streets 8.5% 45.2% 27.3% 12.2% 4.3% 2.6% Q19-19. Maintenance of traffic signals & street signs 12.4% 54.3% 22.7% 6.1% 1.9% 2.6% Q19-20. Overall quality of streets & infrastructure in City 6.8% 39.1% 26.3% 17.8% 6.5% 3.4%


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WITHOUT DON’T KNOW Q19. Public Works and Engineering. Please rate your satisfaction with the services provided by the City's Public Works and Engineering Departments. (without "don't know") (N=1291) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q19-1. Condition of major City streets 3.6% 27.2% 24.7% 30.0% 14.6% Q19-2. Condition of streets in your neighborhood 4.6% 30.4% 18.5% 30.4% 16.2% Q19-3. Ability to safely ride a bicycle on City streets 5.6% 25.0% 36.9% 21.7% 10.7% Q19-4. Availability of on-street striped bike lanes & signs 7.7% 30.2% 37.6% 16.9% 7.6% Q19-5. Ability to use your bicycle to commute to work or school 7.3% 25.2% 43.9% 15.5% 8.1% Q19-6. Garbage collection 29.9% 55.2% 10.1% 3.7% 1.0% Q19-7. Recyclables collection 27.4% 50.2% 11.9% 7.1% 3.4% Q19-8. Yard waste collection 25.9% 46.5% 16.5% 7.7% 3.3% Q19-9. Storm sewer system (system drains excess rain & ground water from paved streets, parking lots, sidewalks, & roofs) 9.3% 37.6% 25.3% 16.1% 11.7% Q19-10. Neighborhood SCRUB (cleanup) program 16.6% 34.2% 30.5% 12.5% 6.2% Q19-11. Overall condition of sidewalks 6.9% 36.8% 27.2% 20.4% 8.7% Q19-12. Adequate access to sidewalks 9.5% 44.2% 23.9% 15.7% 6.7% Q19-13. Snow removal on major City streets 15.1% 53.1% 20.1% 7.5% 4.2% Q19-14. Snow removal in your neighborhood 10.0% 42.6% 19.9% 17.9% 9.6% Q19-15. City's sanitary sewer system 10.3% 45.5% 30.0% 8.2% 6.0% Q19-16. City's flood protection system 7.0% 35.5% 32.9% 15.5% 9.1% Q19-17. Responsiveness of City staff to street, garbage, & sewer service requests 13.6% 44.4% 30.4% 8.3% 3.3% Q19-18. Flow of traffic on City Streets 8.7% 46.3% 28.0% 12.6% 4.4% Q19-19. Maintenance of traffic signals & street signs 12.7% 55.8% 23.3% 6.3% 1.9%

Q19-20. Overall quality of streets & infrastructure in City 7.1% 40.5% 27.3% 18.4% 6.7%


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Q20. Which THREE areas of Public Works and Engineering Services listed in Question 19 (excluding the overall rating in item 20) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q20. Top choice Number Percent Condition of major City streets 333 25.8 % Condition of streets in your neighborhood 187 14.5 % Ability to safely ride a bicycle on City streets 48 3.7 % Availability of on-street striped bike lanes & signs 19 1.5 % Ability to use your bicycle to commute to work or school 10 0.8 % Garbage collection 9 0.7 % Recyclables collection 30 2.3 % Yard waste collection 4 0.3 % Storm sewer system (system drains excess rain & ground water from paved streets, parking lots, sidewalks, & roofs) 91 7.0 % Neighborhood SCRUB (cleanup) program 29 2.2 % Overall condition of sidewalks 20 1.5 % Adequate access to sidewalks 37 2.9 % Snow removal on major City streets 24 1.9 % Snow removal in your neighborhood 46 3.6 % City's sanitary sewer system 21 1.6 % City's flood protection system 41 3.2 % Responsiveness of City staff to street, garbage, & sewer service requests 7 0.5 % Flow of traffic on City Streets 47 3.6 % Maintenance of traffic signals & street signs 4 0.3 % Overall quality of streets & infrastructure in City 34 2.6 % None chosen 250 19.4 % Total 1291 100.0 %


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Q20. Which THREE areas of Public Works and Engineering Services listed in Question 19 (excluding the overall rating in item 20) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q20. 2nd choice Number Percent Condition of major City streets 103 8.0 % Condition of streets in your neighborhood 186 14.4 % Ability to safely ride a bicycle on City streets 59 4.6 % Availability of on-street striped bike lanes & signs 39 3.0 % Ability to use your bicycle to commute to work or school 13 1.0 % Garbage collection 16 1.2 % Recyclables collection 25 1.9 % Yard waste collection 18 1.4 % Storm sewer system (system drains excess rain & ground water from paved streets, parking lots, sidewalks, & roofs) 84 6.5 % Neighborhood SCRUB (cleanup) program 56 4.3 % Overall condition of sidewalks 71 5.5 % Adequate access to sidewalks 42 3.3 % Snow removal on major City streets 31 2.4 % Snow removal in your neighborhood 73 5.7 % City's sanitary sewer system 30 2.3 % City's flood protection system 64 5.0 % Responsiveness of City staff to street, garbage, & sewer service requests 18 1.4 % Flow of traffic on City Streets 37 2.9 % Maintenance of traffic signals & street signs 13 1.0 % Overall quality of streets & infrastructure in City 31 2.4 % None chosen 282 21.8 % Total 1291 100.0 %


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Q20. Which THREE areas of Public Works and Engineering Services listed in Question 19 (excluding the overall rating in item 20) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q20. 3rd choice Number Percent Condition of major City streets 66 5.1 % Condition of streets in your neighborhood 73 5.7 % Ability to safely ride a bicycle on City streets 49 3.8 % Availability of on-street striped bike lanes & signs 24 1.9 % Ability to use your bicycle to commute to work or school 35 2.7 % Garbage collection 12 0.9 % Recyclables collection 34 2.6 % Yard waste collection 18 1.4 % Storm sewer system (system drains excess rain & ground water from paved streets, parking lots, sidewalks, & roofs) 65 5.0 % Neighborhood SCRUB (cleanup) program 37 2.9 % Overall condition of sidewalks 69 5.3 % Adequate access to sidewalks 48 3.7 % Snow removal on major City streets 33 2.6 % Snow removal in your neighborhood 75 5.8 % City's sanitary sewer system 49 3.8 % City's flood protection system 75 5.8 % Responsiveness of City staff to street, garbage, & sewer service requests 22 1.7 % Flow of traffic on City Streets 66 5.1 % Maintenance of traffic signals & street signs 33 2.6 % Overall quality of streets & infrastructure in City 65 5.0 % None chosen 343 26.6 % Total 1291 100.0 %


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SUM OF TOP 3 CHOICES Q20. Which THREE areas of Public Works and Engineering Services listed in Question 19 (excluding the overall rating in item 20) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q20. Sum of Top 3 Choices Number Percent Condition of major City streets 502 38.9 % Condition of streets in your neighborhood 446 34.5 % Ability to safely ride a bicycle on City streets 156 12.1 % Availability of on-street striped bike lanes & signs 82 6.4 % Ability to use your bicycle to commute to work or school 58 4.5 % Garbage collection 37 2.9 % Recyclables collection 89 6.9 % Yard waste collection 40 3.1 % Storm sewer system (system drains excess rain & ground water from paved streets, parking lots, sidewalks, & roofs) 240 18.6 % Neighborhood SCRUB (cleanup) program 122 9.5 % Overall condition of sidewalks 160 12.4 % Adequate access to sidewalks 127 9.8 % Snow removal on major City streets 88 6.8 % Snow removal in your neighborhood 194 15.0 % City's sanitary sewer system 100 7.7 % City's flood protection system 180 13.9 % Responsiveness of City staff to street, garbage, & sewer service requests 47 3.6 % Flow of traffic on City Streets 150 11.6 % Maintenance of traffic signals & street signs 50 3.9 % Overall quality of streets & infrastructure in City 130 10.1 % None chosen 250 19.4 % Total 3248


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Q21. Community Development. Please rate your satisfaction with the following services. (N=1291) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q21-1. Overall quality of new development in City 10.1% 41.1% 28.6% 6.3% 1.6% 12.2% Q21-2. Overall quality of redevelopment in City 9.1% 37.4% 30.5% 8.4% 2.2% 12.3% Q21-3. How well City is planning growth 8.9% 31.7% 28.4% 10.5% 2.0% 18.6% Q21-4. Process for getting a permit (for buildings, signs, sound, fences, etc.) 4.9% 15.3% 27.6% 6.7% 2.6% 42.8% Q21-5. Enforcement of City land use zoning regulations 4.5% 16.0% 29.0% 8.1% 3.1% 39.3% Q21-6. Enforcement of maintenance & upkeep of rental homes & apartments 3.0% 13.9% 25.9% 21.2% 10.9% 25.1% Q21-7. Cleanup of litter & debris on private property 3.4% 16.9% 29.1% 22.2% 9.8% 18.6% Q21-8. Removal of junk cars from private property 3.6% 17.4% 26.9% 18.1% 8.5% 25.6% Q21-9. Enforcement of cleanup of dilapidated buildings 2.9% 13.8% 24.2% 23.9% 12.4% 22.9% Q21-10. Quality of new home construction 6.7% 29.6% 30.6% 4.6% 2.3% 26.2% Q21-11. Permit & Development Center 4.7% 16.7% 29.6% 3.4% 1.8% 43.8% Q21-12. Neighborhood Inspection Division 4.7% 15.3% 28.3% 7.6% 3.6% 40.4% Q21-13. Overall enforcement of City ordinances 4.9% 20.4% 35.3% 10.2% 3.8% 25.4%


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WITHOUT DON’T KNOW Q21. Community Development. Please rate your satisfaction with the following services. (without "don't know") (N=1291) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q21-1. Overall quality of new development in City 11.6% 46.9% 32.6% 7.1% 1.9% Q21-2. Overall quality of redevelopment in City 10.4% 42.7% 34.8% 9.6% 2.5% Q21-3. How well City is planning growth 10.9% 38.9% 34.8% 12.8% 2.5% Q21-4. Process for getting a permit (for buildings, signs, sound, fences, etc.) 8.5% 26.8% 48.2% 11.8% 4.6% Q21-5. Enforcement of City land use zoning regulations 7.4% 26.4% 47.8% 13.3% 5.1% Q21-6. Enforcement of maintenance & upkeep of rental homes & apartments 4.0% 18.5% 34.5% 28.3% 14.6% Q21-7. Cleanup of litter & debris on private property 4.2% 20.7% 35.8% 27.3% 12.0% Q21-8. Removal of junk cars from private property 4.8% 23.3% 36.1% 24.3% 11.4% Q21-9. Enforcement of cleanup of dilapidated buildings 3.7% 17.9% 31.4% 30.9% 16.1% Q21-10. Quality of new home construction 9.1% 40.1% 41.4% 6.2% 3.1% Q21-11. Permit & Development Center 8.4% 29.8% 52.6% 6.1% 3.2% Q21-12. Neighborhood Inspection Division 7.9% 25.7% 47.5% 12.7% 6.1% Q21-13. Overall enforcement of City ordinances 6.5% 27.3% 47.4% 13.7% 5.1%


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Q22. Which THREE services provided by the City Community Development Department listed in Question 21 (excluding the overall rating of City ordinances in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q22. Top choice Number Percent Overall quality of new development in City 94 7.3 % Overall quality of redevelopment in City 103 8.0 % How well City is planning growth 123 9.5 % Process for getting a permit (for buildings, signs, sound, fences, etc.) 33 2.6 % Enforcement of City land use zoning regulations 19 1.5 % Enforcement of maintenance & upkeep of rental homes & apartments 200 15.5 % Cleanup of litter & debris on private property 135 10.5 % Removal of junk cars from private property 48 3.7 % Enforcement of cleanup of dilapidated buildings 107 8.3 % Quality of new home construction 13 1.0 % Permit & Development Center 8 0.6 % Neighborhood Inspection Division 25 1.9 % Overall enforcement of City ordinances 34 2.6 % None chosen 349 27.0 % Total 1291 100.0 %

Q22. Which THREE services provided by the City Community Development Department listed in Question 21 (excluding the overall rating of City ordinances in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q22. 2nd choice Number Percent Overall quality of new development in City 42 3.3 % Overall quality of redevelopment in City 105 8.1 % How well City is planning growth 71 5.5 % Process for getting a permit (for buildings, signs, sound, fences, etc.) 31 2.4 % Enforcement of City land use zoning regulations 25 1.9 % Enforcement of maintenance & upkeep of rental homes & apartments 97 7.5 % Cleanup of litter & debris on private property 166 12.9 % Removal of junk cars from private property 96 7.4 % Enforcement of cleanup of dilapidated buildings 171 13.2 % Quality of new home construction 24 1.9 % Permit & Development Center 15 1.2 % Neighborhood Inspection Division 34 2.6 % Overall enforcement of City ordinances 18 1.4 % None chosen 396 30.7 % Total 1291 100.0 %


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Q22. Which THREE services provided by the City Community Development Department listed in Question 21 (excluding the overall rating of City ordinances in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q22. 3rd choice Number Percent Overall quality of new development in City 46 3.6 % Overall quality of redevelopment in City 84 6.5 % How well City is planning growth 95 7.4 % Process for getting a permit (for buildings, signs, sound, fences, etc.) 22 1.7 % Enforcement of City land use zoning regulations 33 2.6 % Enforcement of maintenance & upkeep of rental homes & apartments 75 5.8 % Cleanup of litter & debris on private property 93 7.2 % Removal of junk cars from private property 86 6.7 % Enforcement of cleanup of dilapidated buildings 156 12.1 % Quality of new home construction 40 3.1 % Permit & Development Center 22 1.7 % Neighborhood Inspection Division 47 3.6 % Overall enforcement of City ordinances 50 3.9 % None chosen 442 34.2 % Total 1291 100.0 % SUM OF TOP 3 CHOICES Q22. Which THREE services provided by the City Community Development Department listed in Question 21 (excluding the overall rating of City ordinances in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q22. Sum of Top 3 Choices Number Percent Overall quality of new development in City 182 14.1 % Overall quality of redevelopment in City 292 22.6 % How well City is planning growth 289 22.4 % Process for getting a permit (for buildings, signs, sound, fences, etc.) 86 6.7 % Enforcement of City land use zoning regulations 77 6.0 % Enforcement of maintenance & upkeep of rental homes & apartments 372 28.8 % Cleanup of litter & debris on private property 394 30.5 % Removal of junk cars from private property 230 17.8 % Enforcement of cleanup of dilapidated buildings 434 33.6 % Quality of new home construction 77 6.0 % Permit & Development Center 45 3.5 % Neighborhood Inspection Division 106 8.2 % Overall enforcement of City ordinances 102 7.9 % None chosen 349 27.0 % Total 3035


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Q23. City Library. Have you or other members of your household used a Des Moines Library in the last year? Q23. Have you used a Des Moines Library in last year Number Percent Yes 750 58.1 % No 494 38.3 % Not provided 47 3.6 % Total 1291 100.0 %

WITHOUT NOT PROVIDED Q23. City Library. Have you or other members of your household used a Des Moines Library in the last year? (without "not provided") Q23. Have you used a Des Moines Library in last year Number Percent Yes 750 60.3 % No 494 39.7 % Total 1244 100.0 %


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Q23a. Please rate your satisfaction with the services provided by the City's public libraries. (N=750) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q23a-1. Availability of materials you need 39.1% 48.3% 7.9% 1.7% 0.4% 2.7% Q23a-2. Adequacy of online (internet) information & services 36.8% 41.9% 12.8% 1.7% 0.5% 6.3% Q23a-3. Number of public access computers in libraries 30.4% 37.5% 13.9% 4.1% 0.5% 13.6% Q23a-4. Quality of children's programs 25.7% 28.3% 16.0% 1.5% 0.5% 28.0% Q23a-5. Helpfulness of library staff 49.6% 37.6% 8.4% 1.3% 0.7% 2.4% Q23a-6. Hours libraries are open 20.0% 37.7% 17.6% 16.3% 6.7% 1.7% Q23a-7. Quality of programs for adults 20.8% 31.1% 21.5% 3.3% 0.9% 22.4% Q23a-8. Locations of library buildings 34.7% 49.3% 11.9% 1.6% 0.5% 2.0% Q23a-9. Adequacy of library buildings 34.3% 47.6% 12.7% 1.3% 0.8% 3.3% Q23a-10. WiFi access to internet 29.5% 36.5% 15.1% 2.5% 0.4% 16.0% Q23a-11. Public spaces for meetings 26.3% 35.3% 13.5% 3.3% 0.8% 20.8% Q23a-12. Public spaces to study or to use for telecommuting 26.0% 34.9% 14.0% 3.2% 0.4% 21.5% Q23a-13. Overall quality of City libraries 40.0% 46.1% 9.6% 1.5% 0.3% 2.5%


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WITHOUT DON’T KNOW Q23a. Please rate your satisfaction with the services provided by the City's public libraries. (without "don't know") (N=750) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q23a-1. Availability of materials you need 40.1% 49.6% 8.1% 1.8% 0.4% Q23a-2. Adequacy of online (internet) information & services 39.3% 44.7% 13.7% 1.8% 0.6% Q23a-3. Number of public access computers in libraries 35.2% 43.4% 16.0% 4.8% 0.6% Q23a-4. Quality of children's programs 35.7% 39.3% 22.2% 2.0% 0.7% Q23a-5. Helpfulness of library staff 50.8% 38.5% 8.6% 1.4% 0.7% Q23a-6. Hours libraries are open 20.4% 38.4% 17.9% 16.6% 6.8% Q23a-7. Quality of programs for adults 26.8% 40.0% 27.7% 4.3% 1.2% Q23a-8. Locations of library buildings 35.4% 50.3% 12.1% 1.6% 0.5% Q23a-9. Adequacy of library buildings 35.4% 49.2% 13.1% 1.4% 0.8% Q23a-10. WiFi access to internet 35.1% 43.5% 17.9% 3.0% 0.5% Q23a-11. Public spaces for meetings 33.2% 44.6% 17.0% 4.2% 1.0% Q23a-12. Public spaces to study or to use for telecommuting 33.1% 44.5% 17.8% 4.1% 0.5% Q23a-13. Overall quality of City libraries 41.0% 47.3% 9.8% 1.5% 0.3%


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Q23b. Which THREE Library Services listed in Question 23a (excluding the overall rating for libraries in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q23b. Top choice Number Percent Availability of materials you need 107 14.3 % Adequacy of online (internet) information & services 30 4.0 % Number of public access computers in libraries 35 4.7 % Quality of children's programs 53 7.1 % Helpfulness of library staff 18 2.4 % Hours libraries are open 208 27.7 % Quality of programs for adults 30 4.0 % Locations of library buildings 7 0.9 % Adequacy of library buildings 9 1.2 % WiFi access to internet 11 1.5 % Public spaces for meetings 14 1.9 % Public spaces to study or to use for telecommuting 5 0.7 % Overall quality of City libraries 13 1.7 % None chosen 210 28.0 % Total 750 100.0 %

Q23b. Which THREE Library Services listed in Question 23a (excluding the overall rating for libraries in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q23b. 2nd choice Number Percent Availability of materials you need 57 7.6 % Adequacy of online (internet) information & services 54 7.2 % Number of public access computers in libraries 35 4.7 % Quality of children's programs 54 7.2 % Helpfulness of library staff 29 3.9 % Hours libraries are open 63 8.4 % Quality of programs for adults 61 8.1 % Locations of library buildings 21 2.8 % Adequacy of library buildings 15 2.0 % WiFi access to internet 25 3.3 % Public spaces for meetings 21 2.8 % Public spaces to study or to use for telecommuting 21 2.8 % Overall quality of City libraries 20 2.7 % None chosen 274 36.5 % Total 750 100.0 %


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Q23b. Which THREE Library Services listed in Question 23a (excluding the overall rating for libraries in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? Q23b. 3rd choice Number Percent Availability of materials you need 37 4.9 % Adequacy of online (internet) information & services 37 4.9 % Number of public access computers in libraries 41 5.5 % Quality of children's programs 41 5.5 % Helpfulness of library staff 22 2.9 % Hours libraries are open 34 4.5 % Quality of programs for adults 57 7.6 % Locations of library buildings 22 2.9 % Adequacy of library buildings 36 4.8 % WiFi access to internet 27 3.6 % Public spaces for meetings 24 3.2 % Public spaces to study or to use for telecommuting 30 4.0 % Overall quality of City libraries 37 4.9 % None chosen 305 40.7 % Total 750 100.0 % SUM OF TOP 3 CHOICES Q23b. Which THREE Library Services listed in Question 23a (excluding the overall rating for libraries in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? (top 3) Q23b. Sum of Top 3 Choices Number Percent Availability of materials you need 201 26.8 % Adequacy of online (internet) information & services 121 16.1 % Number of public access computers in libraries 111 14.8 % Quality of children's programs 148 19.7 % Helpfulness of library staff 69 9.2 % Hours libraries are open 305 40.7 % Quality of programs for adults 148 19.7 % Locations of library buildings 50 6.7 % Adequacy of library buildings 60 8.0 % WiFi access to internet 63 8.4 % Public spaces for meetings 59 7.9 % Public spaces to study or to use for telecommuting 56 7.5 % Overall quality of City libraries 70 9.3 % None chosen 210 28.0 % Total 1671


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Q24. Neighborhood. Are you satisfied with the appearance of private property in your neighborhood? Q24. Are you satisfied with appearance of private property in your neighborhood Number Percent Yes 794 61.5 % No 403 31.2 % Don't know 94 7.3 % Total 1291 100.0 % WITHOUT DON’T KNOW Q24. Neighborhood. Are you satisfied with the appearance of private property in your neighborhood? (without "don't know") Q24. Are you satisfied with appearance of private property in your neighborhood Number Percent Yes 794 66.3 % No 403 33.7 % Total 1197 100.0 %

Q25. Has your neighborhood improved over the past five years? Q25. Has your neighborhood improved over past five years Number Percent Yes 522 40.4 % No 503 39.0 % Don't know 266 20.6 % Total 1291 100.0 % WITHOUT DON’T KNOW Q25. Has your neighborhood improved over the past five years? (without "don't know") Q25. Has your neighborhood improved over past five years Number Percent Yes 522 50.9 % No 503 49.1 % Total 1025 100.0 %


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Q26. Do you currently live within the boundaries of a Neighborhood Based Service Delivery (NBSD) Area? Q26. Do you currently live within boundaries of a Neighborhood Based Service Delivery (NBSD) area Number Percent Yes 156 12.1 % No 92 7.1 % Don't know 1043 80.8 % Total 1291 100.0 %

WITHOUT DON’T KNOW Q26. Do you currently live within the boundaries of a Neighborhood Based Service Delivery (NBSD) Area? (without "don't know") Q26. Do you currently live within boundaries of a Neighborhood Based Service Delivery (NBSD) area Number Percent Yes 156 62.9 % No 92 37.1 % Total 248 100.0 %


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Q26a. Please rate your satisfaction with the Neighborhood Based Service Delivery (NBSD) Program. (N=156) Very Very Dissatisf- dissatisfi- Don't satisfied Satisfied Neutral ied ed know Q26a-1. Services offered through NBSD program 16.0% 32.1% 23.1% 2.6% 1.9% 24.4% Q26a-2. Impact of NBSD on neighborhood 14.7% 30.8% 28.8% 1.9% 1.3% 22.4% Q26a-3. Professionalism of NBSD staff 17.3% 29.5% 23.1% 3.2% 1.3% 25.6% Q26a-4. Number of public access computers in libraries 11.5% 25.6% 25.0% 4.5% 1.9% 31.4%

WITHOUT DON’T KNOW Q26a. Please rate your satisfaction with the Neighborhood Based Service Delivery (NBSD) Program. (without "don't know") (N=156) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q26a-1. Services offered through NBSD program 21.2% 42.4% 30.5% 3.4% 2.5% Q26a-2. Impact of NBSD on neighborhood 19.0% 39.7% 37.2% 2.5% 1.7% Q26a-3. Professionalism of NBSD staff 23.3% 39.7% 31.0% 4.3% 1.7% Q26a-4. Number of public access computers in libraries 16.8% 37.4% 36.4% 6.5% 2.8%


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Q27. City Media Outlets. Have you or other members of your household watched DMTV Cable Channel 7 or 97-1 in the past year? Q27. Have you watched DMTV Cable Channel 7 or 97-1 in past year Number Percent Yes 219 17.0 % No 1067 82.6 % Not provided 5 0.4 % Total 1291 100.0 % WITHOUT NOT PROVIDED Q27. City Media Outlets. Have you or other members of your household watched DMTV Cable Channel 7 or 97-1 in the past year? (without "not provided") Q27. Have you watched DMTV Cable Channel 7 or 97-1 in past year Number Percent Yes 219 17.0 % No 1067 83.0 % Total 1286 100.0 % Q28. Have you or other members of your household read the City Source newsletter that is mailed to your home? Q28. Have you read City Source newsletter that is mailed to your home Number Percent Yes 1039 80.5 % No 238 18.4 % Not provided 14 1.1 % Total 1291 100.0 % WITHOUT NOT PROVIDED Q28. Have you or other members of your household read the City Source newsletter that is mailed to your home? (without "not provided") Q28. Have you read City Source newsletter that is mailed to your home Number Percent Yes 1039 81.4 % No 238 18.6 % Total 1277 100.0 %


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Q29. What is your age? Q29. Your age Number Percent 18-34 247 19.1 % 35-44 270 20.9 % 45-54 274 21.2 % 55-64 243 18.8 % 65+ 217 16.8 % Not provided 40 3.1 % Total 1291 100.0 %

Q30. Which of the following best describes your race/ethnicity? Q30. Your race/ethnicity Number Percent White 999 77.4 % Black/African American 136 10.5 % Hispanic 156 12.1 % American Indian 34 2.6 % Asian/Pacific Islander 58 4.5 % Other 9 0.7 % Total 1392

Q31. Which of following BEST describes your employment status? Q31. What is your employment status Number Percent Employed 882 68.3 % Student 7 0.5 % Retired 331 25.6 % Not currently employed 48 3.7 % Not provided 23 1.8 % Total 1291 100.0 %


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Q31-1. What is the zip code where you work? Q31-1. What is the zip code where you work Number Percent 50309 123 18.4 % 50266 56 8.4 % 50310 53 7.9 % 50315 51 7.6 % 50317 46 6.9 % 50313 36 5.4 % 50312 34 5.1 % 50322 30 4.5 % 50316 26 3.9 % 50314 20 3.0 % 50265 19 2.8 % 50321 18 2.7 % 50131 17 2.5 % 50320 16 2.4 % 50311 16 2.4 % 50319 15 2.2 % 50021 10 1.5 % 50325 9 1.3 % 50023 9 1.3 % 50323 9 1.3 % 50009 5 0.7 % 50392 4 0.6 % 50010 4 0.6 % 50263 4 0.6 % 50318 3 0.4 % 50125 3 0.4 % 50391 3 0.4 % 50301 2 0.3 % 50326 2 0.3 % 50306 2 0.3 % 50366 2 0.3 % 50327 2 0.3 % 50302 2 0.3 % 50014 2 0.3 % 50090 2 0.3 % 50324 2 0.3 % 50011 2 0.3 % 50072 1 0.1 % 50111 1 0.1 % 50276 1 0.1 % 50304 1 0.1 % 53021 1 0.1 % 50328 1 0.1 % 50273 1 0.1 % 50398 1 0.1 % 50211 1 0.1 %


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Q31-1. What is the zip code where you work? Q31-1. What is the zip code where you work Number Percent 50201 1 0.1 % 50112 1 0.1 % Total 670 100.0 %

Q32. Do you own or rent your current residence? Q32. Do you own or rent your current residence Number Percent Own 917 71.0 % Rent 370 28.7 % Not provided 4 0.3 % Total 1291 100.0 % Q33. Would you say your total annual household income is... Q33. What is your total annual household income Number Percent Under $30K 248 19.2 % $30K to $59,999 393 30.4 % $60K to $99,999 315 24.4 % $100K+ 248 19.2 % Not provided 87 6.7 % Total 1291 100.0 % Q34. Your gender: Q34. Your gender Number Percent Male 638 49.4 % Female 650 50.3 % Not provided 3 0.2 % Total 1291 100.0 %


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Q35. Do you belong to your neighborhood association? Q35. Do you belong to your neighborhood association Number Percent Yes 280 21.7 % No 991 76.8 % Not provided 20 1.5 % Total 1291 100.0 %

Q36. Would you be willing to participate in future surveys or focus groups sponsored by the City of Des Moines? Q36. Would you be willing to participate in future surveys or focus groups sponsored by City of Des Moines Number Percent Yes 731 56.6 % No 560 43.4 % Total 1291 100.0 %


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Section 5 Survey Instrument


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2018 City of Des Moines Resident Survey Thank you for taking time to provide the City of Des Moines with feedback. Your input will provide valuable information to assist City leaders in budget decisions and strategic planning. If you have questions while completing this survey, please contact the City Manager's Office at (515) 283-4141.

1. Customer Service. Have you called or visited the City with a question, problem, or complaint during the past year?____(1) Yes [Answer Q1a-d.] ____(2) No [Go to Q2.]

1a. How did you contact the City? ____(1) By phone ____(2) By email ____(3) Social media ____(4) In person

1b. Which service did you contact the City about MOST RECENTLY?

1c. How easy/difficult was it to address your issue? ____(1) Very easy ____(2) Somewhat easy ____(3) Difficult ____(4) Very difficult ____(9) Don't know

1d. Listed below are several factors that may influence your perception of the quality of customer service you receive from City employees. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described.

Always Usually Sometimes Seldom Never Don't Know

1. They were polite 5 4 3 2 1 92. They gave accurate answers to your questions 5 4 3 2 1 9 3. They did what they said they would do in a timely manner 5 4 3 2 1 94. They helped you resolve an issue to your satisfaction 5 4 3 2 1 9

In 2015, the Des Moines City Council adopted a new strategic plan, Guide DSM. Questions 2-6 address each of the five major areas in the plan.

2. Financial Soundness. Please rate your level of agreement with the following statements that may impact yourperception of the City's goal of being a "Financially sound" city.

Strongly Agree

Agree Neutral Disagree Strongly Disagree

Don't Know

1. The City provides good value for the taxes and fees paid by residents 5 4 3 2 1 9 2. City staff and leaders are good stewards of the City's resources 5 4 3 2 1 9 3. City services are reliable 5 4 3 2 1 9 4. City services are delivered in an efficient, cost effective manner 5 4 3 2 1 9 5. The City is doing a good job investing for the City's future needs 5 4 3 2 1 9

6. The City does a good job partnering with business and other organizations to minimize the tax burden on residents

5 4 3 2 1 9

7. The City of Des Moines is a financially sound city 5 4 3 2 1 9


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3. Sustainability. Please rate your level of agreement with the following statements that may impact your perception ofthe City's goal of being a "Sustainable community."

Strongly Agree


Don't Know

01. The City is a good place to live 5 4 3 2 1 9 02. The City is a good place to invest in property 5 4 3 2 1 9 03. The City is doing what's needed to sustain property values 5 4 3 2 1 9 04. The City's commercial tax base is growing 5 4 3 2 1 9 05. The City is an attractive/beautiful city 5 4 3 2 1 9 06. I like the neighborhood where I live 5 4 3 2 1 9 07. Des Moines has a vibrant downtown with places I like to visit 5 4 3 2 1 9 08. The City has a diverse selection of quality housing 5 4 3 2 1 9 09. The City protects its waterways (rivers, creeks, ponds) 5 4 3 2 1 9

10. The City has made improvements to its water quality (in waterways, NOT drinking water)

5 4 3 2 1 9

11. The City preserves its natural resources (savannas, prairies, woodlands) 5 4 3 2 1 9 12. The City conserves energy in its buildings and across the city 5 4 3 2 1 9 13. The City has a good recycling and composting program 5 4 3 2 1 9 14. The City has improved its greenhouse gas emissions 5 4 3 2 1 9 15. The City of Des Moines is a sustainable community 5 4 3 2 1 9

4. High Performing Organization. Please rate your level of agreement with the following statements that may impactyour perception of the City's goal of being a "High Performing Organization."

Strongly Agree


Don't Know

01. The City provides customer-friendly services 5 4 3 2 1 9 02. It is easy to access City services and information 5 4 3 2 1 9 03. City employees work together as a team 5 4 3 2 1 9 04. The City uses data to make decisions 5 4 3 2 1 9 05. The City has streamlined processes and operations 5 4 3 2 1 9 06. City employees are "customer focused" 5 4 3 2 1 9 07. The City is responsive to the needs of residents 5 4 3 2 1 9 08. The City of Des Moines is a High Performing Organization 5 4 3 2 1 9 09. City technology is in line with technology used in the private sector 5 4 3 2 1 9 10. The City quickly adapts to changes 5 4 3 2 1 9

5. Upgraded City Infrastructure and Buildings. Please rate your level of agreement with the following statements thatmay impact your perception of the City's goal to provide upgraded infrastructure and buildings.

Strongly Agree


Don't Know

1. Travel times on City streets are predictable 5 4 3 2 1 9 2. Travel times on City streets are acceptable 5 4 3 2 1 9 3. City buildings are customer-friendly 5 4 3 2 1 9 4. City buildings and infrastructure make the City more attractive 5 4 3 2 1 9

5. The City is doing a good job maintaining infrastructure and buildings to extend the life of these facilities

5 4 3 2 1 9

6. Residents of Des Moines have affordable access to the latest technology infrastructure

5 4 3 2 1 9

7. The City has made investments that are needed to protect the City from flooding 5 4 3 2 1 9

8. The City is doing a good job investing in infrastructure and buildings that are adaptable to changing climate/weather patterns

5 4 3 2 1 9

9. Des Moines provides upgraded infrastructure and buildings 5 4 3 2 1 9


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6. Livable Community. Please rate your level of agreement with the following statements that may impact yourperception of the City's goal of being a "Livable" community.

Strongly Agree


Don't Know

1. There are recreation programs and activities for people of all types in Des Moines 5 4 3 2 1 9 2. The City has nightlife for people to enjoy 5 4 3 2 1 9 3. The City's library is a resource center for the community 5 4 3 2 1 9 4. There are quality choices for leisure time in Des Moines 5 4 3 2 1 9 5. There are adequate trails for leisure and recreation 5 4 3 2 1 9 6. The amenities in the City support a healthy lifestyle and personal wellness 5 4 3 2 1 9 7. The variety of special events in the City are enjoyable for all 5 4 3 2 1 9 8. The City is diverse and culturally inclusive 5 4 3 2 1 9 9. The City of Des Moines is a livable community 5 4 3 2 1 9

7. Police Services. Please rate your satisfaction with the following services provided by the City's Police Department.

How satisfied are you with... Very Satisfied

Satisfied Neutral Dissatisfied Very

Dissatisfied Don't Know

1. How quickly police respond to emergencies 5 4 3 2 1 9 2. The visibility of police in neighborhoods 5 4 3 2 1 9 3. The visibility of police in retail areas 5 4 3 2 1 9 4. Animal control 5 4 3 2 1 9 5. Professionalism of city police officers 5 4 3 2 1 9 6. Enforcement of local traffic laws 5 4 3 2 1 9 7. Overall quality of police protection 5 4 3 2 1 9

8. Which THREE of the police services listed above (excluding the overall rating in item 7) do you think should receivethe MOST EMPHASIS from City leaders over the next TWO years? [Write in your answers below using the numbers fromthe list in Question 7.]

1st: ____ 2nd: ____ 3rd: ____

9. Perceptions of Safety. Please rate how safe you feel in the following areas.How safe do you feel... Very Safe Safe Neutral Unsafe Very Unsafe Don't Know

1. Overall feeling of safety in the City 5 4 3 2 1 9 2. In your neighborhood 5 4 3 2 1 9 3. In City parks and on City trails 5 4 3 2 1 9 4. In downtown Des Moines 5 4 3 2 1 9 5. In retail areas 5 4 3 2 1 9 6. In City traffic 5 4 3 2 1 9 7. At outdoor venues (Farmer's Market, street events, concerts) 5 4 3 2 1 9 8. In entertainment venues 5 4 3 2 1 9

10. Fire Services. Please rate your satisfaction with the services provided by the City's Fire Department.

How satisfied are you with... Very Satisfied Satisfied Neutral Dissatisfied Very


1. How quickly fire personnel respond to emergencies 5 4 3 2 1 92. Quality of ambulance and paramedic services 5 4 3 2 1 9 3. Quality of the fire inspection program 5 4 3 2 1 94. Effectiveness of the fire safety education program 5 4 3 2 1 9 5. Effectiveness of the fire prevention program 5 4 3 2 1 96. Professionalism of the City's fire fighters 5 4 3 2 1 9 7. Overall quality of fire protection 5 4 3 2 1 9


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11. Which THREE of the fire services listed in Question 10 on the previous page (excluding the overall rating in item 7)do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? [Write in your answersbelow using the numbers from the list in Question 10.]

1st: ____ 2nd: ____ 3rd: ____

12. Parks and Recreation. Please rate your satisfaction with the following services.




01. Number and location of City parks 5 4 3 2 1 9 02. Number of walking and biking trails in Des Moines 5 4 3 2 1 9 03. Overall quality of pools (aquatic centers, wading pools, splash pads) 5 4 3 2 1 9 04. Number of restrooms in City parks 5 4 3 2 1 9

05. Landscaping (shrubs, flowers) along city streets, parks and other public areas

5 4 3 2 1 9

06. Use of "green" practices (natural landscapes, rain gardens/bioswales) 5 4 3 2 1 9

07. Special events sponsored by the City (Free Flicks, Mayor's Annual Ride for Trails, Father Daughter Dance, etc.)

5 4 3 2 1 9

08. Range of recreational programming (flag football, swimming lessons, softball/baseball)

5 4 3 2 1 9

09. Availability of specialized recreation facilities (disc golf courses, tennis courts, skate parks, basketball courts, dog parks, golf courses, etc.)

5 4 3 2 1 9

10. Overall quality of municipal cemeteries (Glendale, Woodland, Laurel Hill, Sims, Oak Grove, Elm Grove)

5 4 3 2 1 9

11. Availability of environmental education and nature activities (star gazing, canoe float, science day camps)

5 4 3 2 1 9

12. Overall quality of City parks 5 4 3 2 1 9

13. Which THREE of the parks and recreation services listed above (excluding the overall rating in item 12) do you thinkshould receive the MOST EMPHASIS from City leaders over the next TWO years? [Write in your answers below usingthe numbers from the list in Question 12.]

1st: ____ 2nd: ____ 3rd: ____

14. Communication. Please rate your satisfaction with the City of Des Moines' communication with you as a resident ofDes Moines.




1. The level of public involvement in local decision-making 5 4 3 2 1 9 2. The availability of information about City programs and services 5 4 3 2 1 9 3. The City's efforts to communicate with you 5 4 3 2 1 9 4. Program quality on the City's cable television channel 5 4 3 2 1 9

5. City information is accessible in alternative languages or formats, as requested

5 4 3 2 1 9

6. Overall quality of the City's website 5 4 3 2 1 9 7. The quality of the quarterly City Source newsletter 5 4 3 2 1 9 8. Overall effectiveness of City communication with the public 5 4 3 2 1 9

15. Which THREE areas of Communication listed in Question 14 above (excluding the overall rating in item 8) do youthink should receive the MOST EMPHASIS from City leaders over the next TWO years? [Write in your answers belowusing the numbers from the list in Question 14.]

1st: ____ 2nd: ____ 3rd: ____


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16. Have you or other members of your household used the City of Des Moines website in the last year?____(1) Yes [Answer Q16a-b.] ____(2) No [Skip to Q17.]

16a. How did you access the City's website?____(1) Phone ____(2) Tablet ____(3) Home computer/laptop ____(4) Public computer

16b. Please rate your satisfaction with the following aspects of the City's website.




1. Ability to find the information you were looking for on the City's website 5 4 3 2 1 9 2. Ability to use the online service you needed on the City's website 5 4 3 2 1 9 3. Overall quality of the online services offered on the City's website 5 4 3 2 1 9

17. Where do you currently get news and information about City programs, services, and events? [Check all that apply.]____(01) The Des Moines Register ____(02) The Business Record ____(03) Cityview ____(04) Television news ____(05) City of Des Moines Website ____(06) DMTV Cable Channel 7 or 86 ____(07) City Source Newsletter

____(08) Call/email the City's Info Center ____(09) Other website (Which site(s)? _____________________________) ____(10) Social media (e.g. Facebook, Twitter) ____(11) Neighborhood Association ____(12) Word of mouth ____(13) www.dmgov.org/Press Releases ____(14) Other: ________________________________________________

18. How would you prefer to interact with the City? [Check only one.]____(1) In person ____(2) Website

____(3) Live chat ____(4) Facebook

____(5) Email ____(6) Phone

____(7) Other: _______________________

19. Public Works and Engineering. Please rate your satisfaction with the services provided by the City's Public Worksand Engineering Departments.




01. Condition of major City streets 5 4 3 2 1 9 02. Condition of streets in your neighborhood 5 4 3 2 1 9 03. Ability to safely ride a bicycle on City streets 5 4 3 2 1 9 04. Availability of on-street striped bike lanes and signs 5 4 3 2 1 9 05. Ability to use your bicycle to commute to work or school 5 4 3 2 1 9 06. Garbage collection 5 4 3 2 1 9 07. Recyclables collection 5 4 3 2 1 9 08. Yard waste collection 5 4 3 2 1 9

09. Storm sewer system (system drains excess rain and ground water from paved streets, parking lots, sidewalks, and roofs)

5 4 3 2 1 9

10. Neighborhood SCRUB (cleanup) program 5 4 3 2 1 9 11. Overall condition of sidewalks 5 4 3 2 1 9 12. Adequate access to sidewalks 5 4 3 2 1 9 13. Snow removal on major City streets 5 4 3 2 1 9 14. Snow removal in your neighborhood 5 4 3 2 1 9 15. The City's sanitary sewer system 5 4 3 2 1 9 16. The City's flood protection system 5 4 3 2 1 9

17. Responsiveness of City staff to street, garbage, and sewer service requests

5 4 3 2 1 9

18. Flow of traffic on City Streets (do not include interstates and state highways in your rating)

5 4 3 2 1 9

19. Maintenance of traffic signals and street signs 5 4 3 2 1 9 20. Overall quality of streets and infrastructure in the City 5 4 3 2 1 9


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20. Which THREE areas of public works and engineering services listed in Question 19 on the previous page (excludingthe overall rating in item 20) do you think should receive the MOST EMPHASIS from city leaders over the next TWOyears? [Write in your answers below using the numbers from the list in Question 19.]

1st: ____ 2nd: ____ 3rd: ____

21. Community Development. Please rate your satisfaction with the following services.




01. Overall quality of new development in the City 5 4 3 2 1 902. Overall quality of redevelopment in the City 5 4 3 2 1 9 03. How well the City is planning growth 5 4 3 2 1 9

04. The process for getting a permit (for buildings, signs, sound, fences, etc.)

5 4 3 2 1 9

05. Enforcement of City land use zoning regulations 5 4 3 2 1 9

06. Enforcement of the maintenance and upkeep of rental homes and apartments

5 4 3 2 1 9

07. Cleanup of litter and debris on private property 5 4 3 2 1 908. Removal of junk cars from private property 5 4 3 2 1 9 09. Enforcement of the cleanup of dilapidated buildings 5 4 3 2 1 910. Quality of new home construction 5 4 3 2 1 9 11. Permit and Development Center 5 4 3 2 1 9 12. Neighborhood Inspection Division 5 4 3 2 1 9 13. Overall enforcement of City ordinances 5 4 3 2 1 9

22. Which THREE services provided by the City Community Development Department listed above in Question 21(excluding the overall rating of city ordinances in item 13) do you think should receive the MOST EMPHASIS fromCity leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 21.]

1st: ____ 2nd: ____ 3rd: ____

23. City Library. Have you or other members of your household used a Des Moines Library in the last year?____(1) Yes [Answer Q23a-b.] ____(2) No [Skip to Q24.]

23a. Please rate your satisfaction with the services provided by the City's public libraries.




01. Availability of the materials you need 5 4 3 2 1 902. Adequacy of online (Internet) information and services 5 4 3 2 1 9 03. Number of public access computers in the libraries 5 4 3 2 1 9 04. Quality of children's programs 5 4 3 2 1 9 05. Helpfulness of library staff 5 4 3 2 1 906. Hours libraries are open 5 4 3 2 1 9 07. Quality of programs for adults 5 4 3 2 1 908. Locations of library buildings 5 4 3 2 1 9 09. Adequacy of library buildings 5 4 3 2 1 910. Wi-Fi access to the Internet 5 4 3 2 1 9 11. Public spaces for meetings 5 4 3 2 1 912. Public spaces to study or to use for telecommuting 5 4 3 2 1 9 13. Overall quality of City libraries 5 4 3 2 1 9

23b. Which THREE Library services listed above (excluding the overall rating for libraries in item 13) do you think should receive the MOST EMPHASIS from City leaders over the next TWO years? [Write in your answers below using the numbers from the list in Question 23a.]

1st: ____ 2nd: ____ 3rd: ____


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24. Neighborhood. Are you satisfied with the appearance of private property in your neighborhood?____(1) Yes ____(2) No ____(9) Don't Know

25. Has your neighborhood improved over the past five years?____(1) Yes ____(2) No ____(9) Don't Know

26. Do you currently live within the boundaries of a Neighborhood Based Service Delivery (NBSD) Area?____(1) Yes [Answer Q26a.] ____(2) No [Skip to Q27.] ____(9) Don't Know [Skip to Q27.]

26a. Please rate your satisfaction with the Neighborhood Based Service Delivery (NBSD) Program.




1. Services offered through NBSD program 5 4 3 2 1 92. Impact of NBSD on neighborhood 5 4 3 2 1 9 3. Professionalism of NBSD staff 5 4 3 2 1 94. Number of public access computers in the libraries 5 4 3 2 1 9

27. City Media Outlets. Have you or other members of your household watched DMTV Cable Channel 7 or 97-1 in the pastyear? ____(1) Yes ____(2) No

28. Have you or other members of your household read the City Source newsletter that is mailed to your home?____(1) Yes ____(2) No

Demographics

29. What is your age? ______ years

30. Which of the following best describes your race/ethnicity? [Check all that apply.]____(1) White ____(2) Black/African American

____(3) Hispanic ____(4) American Indian

____(5) Asian/Pacific Islander ____(6) Other: _________________________

31. Which of following BEST describes your employment status?____(1) Employed (What is the zip code where you work? _________________)____(2) Student

____(3) Retired ____(4) Not currently employed

32. Do you own or rent your current residence? ____(1) Own ____(2) Rent

33. Would you say your total annual household income is...____(1) Under $30,000 ____(2) $30,000 to $59,999 ____(3) $60,000 to $99,999 ____(4) $100,000 or more

34. Your gender: ____(1) Male ____(2) Female

35. Do you belong to your neighborhood association? ____(1) Yes ____(2) No

36. Would you be willing to participate in future surveys or focus groups sponsored by the City of Des Moines?____(1) Yes [Answer Q36a.] ____(2) No

36a. Please provided your contact information below.

Name: ___________________________________________

Email: ___________________________________________

Phone: ___________________________

This concludes the survey. Thank you for your time! Please return your completed survey in the enclosed postage-paid envelope addressed to:

ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061

Your responses will remain completely confidential. The information printed to the right will ONLY be used to help identify which areas of the City are having problems with city services. If your address is not correct, please provide the correct information. Thank you.


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City of Des Resident Survey Manager/2018... · 2019-04-25 · 2018 City of Des Moines Resident...

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