Shoalhaven City Council

Shoalhaven City Council Community Satisfaction Survey 2020

Final Report

Prepared forPrepared forPrepared forPrepared for

Shoalhaven City Council

Prepared byPrepared byPrepared byPrepared by

IRIS Research

June 2020June 2020June 2020June 2020

IRIS ResearchIRIS ResearchIRIS ResearchIRIS Research ABN 16 002 278 793 POST: Office A, Wing C, Level 1, iC Central, Innovation Campus, University of Wollongong, Wollongong NSW 2522

OFFICES: iC Central, Innovation Campus, North Wollongong NSW 2500

Level 1, Suite F, 110 George St, Parramatta NSW 2150

Net: http://www.iris.org.au Email: [email protected]

© IRIS Research, June 2020

ii

TABLE OF CONTENTS

LIST OF TABLES .......................................................................................................................................................... iii

LIST OF FIGURES......................................................................................................................................................... v

KEY FINDINGS ............................................................................................................................................................. vi

INTRODUCTION .......................................................................................................................................................... vii

SUMMARY OF FINDINGS ......................................................................................................................................... viii

RESEARCH DESIGN ..................................................................................................................................................... 1

1 OVERALL SATISFACTION .................................................................................................................................. 5

1.1 Overall satisfaction with Shoalhaven City Council ........................................................................... 5

1.2 Internal Benchmarks ............................................................................................................................... 6

1.3 Issues influencing overall satisfaction ratings ................................................................................. 7

1.4 Frequency of hearing a negative story or comment about Council ............................................ 8

2 COUNCIL SERVICES & FACILITIES ............................................................................................................... 10

2.1 SUSTAINABLE, LIVEABLE ENVIRONMENTS ...................................................................................... 12

2.2 PROSPEROUS COMMUNITIES ............................................................................................................. 17

2.3 RESPONSIBLE GOVERNANCE .............................................................................................................. 19

2.4 RESILIENT, SAFE AND INCLUSIVE COMMUNITIES .......................................................................... 25

3 PRIORITISING SERVICES & FACILITIES ...................................................................................................... 31

3.1 Quadrant Analysis ................................................................................................................................. 31

3.2 Impact of Council perceptions on satisfaction with services .................................................... 36

4 CUSTOMER SERVICES ................................................................................................................................... 38

4.1 Recent contact with Council .............................................................................................................. 38

4.2 Satisfaction with customer services ................................................................................................ 39

5 COMMUNITY LIVING ........................................................................................................................................ 40

5.1 Support active and healthy communities ....................................................................................... 40

5.2 Walking .................................................................................................................................................... 41

6 COMMUNITY ENGAGEMENT PROJECTS & INITIATIVES ........................................................................... 44

7 COMMUNICATION & ENGAGEMENT ............................................................................................................. 47

7.1 Methods of receiving information ..................................................................................................... 47

7.2 Methods of engaging with Council decision making .................................................................... 51

8 HAPPINESS INDEX .......................................................................................................................................... 54

APPENDIX 1 – SUBGROUP ANALYSIS ................................................................................................................. 57

iii

LIST OF TABLES

Table 1 Summary of Sustainable, Liveable Environments .............................................................................. ix

Table 2 Summary of Prosperous Communities .................................................................................................. x

Table 3 Summary of Responsible Governance .................................................................................................. xi

Table 4 Summary of Resilient, Safe and Inclusive Communities ................................................................. xii

Table 1.1 Overall satisfaction with Shoalhaven City Council – Subgroup Analysis .................................... 5

Table 1.2 Frequency of hearing a negative story or comment – Subgroup Analysis ................................ 8

Table 2.1 Sustainable, liveable environments – Subgroup Analysis .......................................................... 13

Table 2.2 Sustainable, liveable environments – Internal Benchmarks ...................................................... 15

Table 2.3 Sustainable, liveable environments – External Benchmarks ..................................................... 16

Table 2.4 Prosperous communities – Subgroup Analysis............................................................................. 17

Table 2.5 Prosperous communities – Internal Benchmarks ........................................................................ 18

Table 2.6 Prosperous communities – External Benchmarks ....................................................................... 18

Table 2.7 Responsible governance – Subgroup Analysis .............................................................................. 20

Table 2.8 Responsible governance – Internal Benchmarks ......................................................................... 21

Table 2.9 Responsible governance – External Benchmarks ........................................................................ 22

Table 2.10 Frequency of using a Council facility – Significant differences .............................................. 23

Table 2.11 Frequency of using a Council facility – Comparison with 2018 .............................................. 23

Table 2.12 Satisfaction with Council facilities by Facility Usage ................................................................ 24

Table 2.13 Resilient, safe and inclusive communities – Subgroup Analysis ............................................ 26

Table 2.14 Resilient, safe and inclusive communities – Internal Benchmarks ....................................... 27

Table 2.15 Resilient, safe and inclusive communities – External Benchmarks ...................................... 28

Table 2.16 Frequency of attending Shoalhaven events – Significant differences ................................. 29

Table 2.17 Frequency of attending Shoalhaven events – Comparison with 2018 ................................. 29

Table 2.18 Satisfaction with Shoalhaven events by Event Attendance ..................................................... 30

Table 3.1 Quadrant Analysis ................................................................................................................................. 33

Table 3.2 Quadrant Analysis by Service Category ........................................................................................... 35

Table 3.3 Impact of Council perceptions on satisfaction with services .................................................... 36

Table 4.1 Recent contact with Council............................................................................................................... 38

Table 4.2 Recent contact with Council – Subgroup Analysis ....................................................................... 38

Table 4.3 Satisfaction with customer services – Internal Benchmarks .................................................... 39

Table 5.1 Support active and healthy communities – Subgroup Analysis ................................................ 40

Table 5.2 Frequency of walking for recreation, exercise or transport – Subgroup Analysis ................ 41

Table 5.3 Total time spent walking in the last week – Subgroup Analysis ................................................ 42

iv

Table 5.4 Purpose of walks – Subgroup Analysis ............................................................................................ 43

Table 6.1 Awareness of community engagement projects – Subgroup Analysis ................................... 44

Table 6.2 Recalled community engagement projects – Subgroup Analysis ............................................ 45

Table 6.3 Recalled community engagement projects – Comparison with 2018 .................................... 45

Table 6.4 Participation in community engagement projects – Subgroup Analysis ............................... 46

Table 7.1 Likelihood of using methods to receive information – Subgroup Analysis ............................ 48

Table 7.2 Most preferred method of receiving information – Subgroup Analysis .................................. 49

Table 7.3 Most preferred method of receiving information – Further Segmentation ........................... 50

Table 7.4 Likelihood of using methods to engage with Council – Subgroup Analysis ........................... 51

Table 7.5 Most preferred method of engaging with Council – Subgroup Analysis ................................. 52

Table 7.6 Most preferred method of engaging with Council – Further Segmentation .......................... 53

Table 8.1 Happiness Index – Subgroup Analysis ............................................................................................. 54

Table 8.2 Happiness Index – Internal Benchmarks ........................................................................................ 55

Table 8.3 Frequency of speaking to a neighbour – Subgroup Analysis ..................................................... 56

Table 8.4 Frequency of speaking to a neighbour – Comparison with 2018 ............................................. 56

v

LIST OF FIGURES

Figure 1.1 Overall satisfaction with Shoalhaven City Council ......................................................................... 5

Figure 1.2 Overall satisfaction with Shoalhaven City Council – Comparison of Ratings .......................... 6

Figure 1.3 Overall satisfaction with Shoalhaven City Council – Internal Benchmarks ............................. 6

Figure 1.4 Frequency of hearing a negative story or comment about Council .......................................... 8

Figure 1.5 Overall satisfaction by Frequency of hearing a negative story ................................................... 9

Figure 2.1 Sustainable, liveable environments ................................................................................................ 12

Figure 2.2 Prosperous communities .................................................................................................................. 17

Figure 2.3 Responsible governance ................................................................................................................... 19

Figure 2.4 Frequency of using a Council facility .............................................................................................. 23

Figure 2.5 Resilient, safe and inclusive communities .................................................................................... 25

Figure 2.6 Frequency of attending Shoalhaven events ................................................................................. 29

Figure 3.1 Quadrant Analysis – Full View .......................................................................................................... 32

Figure 3.2 Quadrant Analysis ................................................................................................................................ 33

Figure 4.1 Satisfaction with customer services .............................................................................................. 39

Figure 5.1 Support active and healthy communities ..................................................................................... 40

Figure 5.2 Frequency of walking for recreation, exercise or transport ..................................................... 41

Figure 5.3 Total time spent walking in the last week ..................................................................................... 42

Figure 5.4 Purpose of walks .................................................................................................................................. 43

Figure 6.1 Awareness of community engagement projects......................................................................... 44

Figure 6.2 Recalled community engagement projects.................................................................................. 45

Figure 6.3 Participation in community engagement projects ..................................................................... 46

Figure 7.1 Likelihood of using methods to receive information .................................................................. 47

Figure 7.2 Most preferred method of receiving information ........................................................................ 49

Figure 7.3 Likelihood of using methods to engage with Council ................................................................ 51

Figure 7.4 Most preferred method of engaging with Council ...................................................................... 52

Figure 8.1 Happiness Index .................................................................................................................................. 54

Figure 8.2 Frequency of speaking to a neighbour or someone in the street ........................................... 56

vi

KEY FINDINGS

Shoalhaven CityShoalhaven CityShoalhaven CityShoalhaven City Council’sCouncil’sCouncil’sCouncil’s overall overall overall overall pppperformanceerformanceerformanceerformance

� FortyFortyFortyForty----four percent (44%)four percent (44%)four percent (44%)four percent (44%) of residents are satisfied overall with the performance of Council

as an organisation over the past 12 months.

� The average satisfaction rating is 3.343.343.343.34 out of 5. This is a medium-level satisfaction score

and is statistically in-line with the result from 2018 (3.30).

� Five of 42 services recorded statistically significant improvements in average satisfaction

since 2018, including elected Council decision makingelected Council decision makingelected Council decision makingelected Council decision making.

� Three services recorded declines in average satisfaction.

Key Key Key Key StrengthStrengthStrengthStrengthssss, , , , Improvements and Community Priorities for CouncilImprovements and Community Priorities for CouncilImprovements and Community Priorities for CouncilImprovements and Community Priorities for Council

� Council’s strengths lie in the Resilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communities category and

include services such as library serviceslibrary serviceslibrary serviceslibrary services, operation of sewerage and quality water serviceoperation of sewerage and quality water serviceoperation of sewerage and quality water serviceoperation of sewerage and quality water service

and solid waste and recyclingsolid waste and recyclingsolid waste and recyclingsolid waste and recycling collection collection collection collection –––– wheelie bin servicewheelie bin servicewheelie bin servicewheelie bin service.

� Services related to roadsroadsroadsroads, planningplanningplanningplanning, and developmentdevelopmentdevelopmentdevelopment are generally lower performing.

� Higher frequency of hearing a negative story or comment about Council correlates with

lower satisfaction with Council overall as well as lower satisfaction with Council’s service

provision.

� Improvement in the appearance of CBD’s (major town centresappearance of CBD’s (major town centresappearance of CBD’s (major town centresappearance of CBD’s (major town centres)))) and Council’s actions are Council’s actions are Council’s actions are Council’s actions are

inininin----line with community expectationsline with community expectationsline with community expectationsline with community expectations will be have the biggest impact on increasing

Council’s overall satisfaction score.

� Residents are highly satisfied with Council’s disaster response in the Shoalhavendisaster response in the Shoalhavendisaster response in the Shoalhavendisaster response in the Shoalhaven ((((3.9).

Average satisfaction with this service has declined since 2018 (4.2). Considering the

natural disasters faced in the region since the previous survey period, this is a strong result

for Council. Furthermore, all attributes of personal wellbeing are in-line or improved since

2018.

vii

INTRODUCTION

IRIS Research was commissioned by Shoalhaven City Council to conduct a Community Satisfaction

Survey in 2020 which tracks Council’s performance in service delivery, identifies priority areas and

evaluates Council’s customer services, communication and community engagement.

The objectives for the Community Satisfaction Survey process were to:

1. Measure and track the performance of Council in delivering services and facilities.

2. Uncover Council’s areas of improvement and priorities for the near future.

3. Understand community perceptions regarding Council’s customer services, communications

and community engagement.

4. Understand community perceptions regarding liveability and personal wellbeing.

This project was carried out in compliance with This project was carried out in compliance with This project was carried out in compliance with This project was carried out in compliance with

ISO 20252 ISO 20252 ISO 20252 ISO 20252 –––– Market and SocMarket and SocMarket and SocMarket and Social Research Management.ial Research Management.ial Research Management.ial Research Management.

Certification MSR 701303Certification MSR 701303Certification MSR 701303Certification MSR 701303

viii

SUMMARY OF FINDINGS

The Community Satisfaction Survey 2020 collected 401 completed responses from residents of the

Shoalhaven City Council area aged 18 years and over.

Overall sOverall sOverall sOverall satisfactionatisfactionatisfactionatisfaction with with with with Shoalhaven CityShoalhaven CityShoalhaven CityShoalhaven City Council Council Council Council

Overall satisfaction with the performance of Council as an organisation over the past 12

months is 3.33.33.33.34444 out of 5.

This result is statistically in-line with 2018 (3.30).

FortyFortyFortyForty----four percentfour percentfour percentfour percent ((((44444444%) %) %) %) of residents are satisfiedof residents are satisfiedof residents are satisfiedof residents are satisfied with the performance of Council while

15 percent are dissatisfied.

Residents aged 65 plus years are more satisfied compared to residents aged 50 to 64 years.

On average, residents hear a negative story or comment about Council 6.5 times a month.

Higher frequency of hearing a negative story or comment about Council correlates with lower

average overall satisfaction (see Section 1.4).

Performance of Key Service AreasPerformance of Key Service AreasPerformance of Key Service AreasPerformance of Key Service Areas

Respondents were asked to rate their satisfaction with 42 Council services and facilities across four

service areas using a five-point scale where 1 meant ‘very dissatisfied’ and 5 meant ‘very satisfied’.

The summary tables for Council services and facilities contain several measures:

SatisfiedSatisfiedSatisfiedSatisfied refers to the proportion of residents who provided a satisfaction rating of 4 or 5.

AverageAverageAverageAverage refers to the average satisfaction rating for that service (out of 5).

Internal BenchmarkInternal BenchmarkInternal BenchmarkInternal Benchmark refers to whether there was a statistically significant change in average

satisfaction since 2018.

External External External External BenchmarkBenchmarkBenchmarkBenchmark refers to how Council is performing against an amalgamation of councils

with similar characteristics to Shoalhaven City Council. Not all services were able to be

benchmarked.

Strategic LocationStrategic LocationStrategic LocationStrategic Location refers to the location in the performance / importance quadrant (see

Section 3.1).

ix

Sustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environments

There have been statistically significant increases in average satisfaction with the provision of car provision of car provision of car provision of car

parksparksparksparks and provision of cyclewaysprovision of cyclewaysprovision of cyclewaysprovision of cycleways. There have been significant declines in sustainablesustainablesustainablesustainable

management of Shoalhaven’s natural environmentmanagement of Shoalhaven’s natural environmentmanagement of Shoalhaven’s natural environmentmanagement of Shoalhaven’s natural environment and sustainable management of lakes and sustainable management of lakes and sustainable management of lakes and sustainable management of lakes and

estuariesestuariesestuariesestuaries.

Appearance of towns and villagesAppearance of towns and villagesAppearance of towns and villagesAppearance of towns and villages is a Strategic Advantage, meaning it is performing above

average relative to Council’s wider service provision and it has an important impact on creating

overall satisfaction with Council.

Reasons for dissatisfaction with local roads centred on the quality of the roads in the area (e.g.

potholes), as well as the quality of the maintenance carried out by Council (e.g. impermanent

‘patchwork’ maintenance).

Table Table Table Table 1111 Summary of Summary of Summary of Summary of Sustainable, Sustainable, Sustainable, Sustainable, LLLLiveable iveable iveable iveable EEEEnvironmentsnvironmentsnvironmentsnvironments

Sustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environments SatisfiedSatisfiedSatisfiedSatisfied AverageAverageAverageAverage Internal Internal Internal Internal

BenchmarkBenchmarkBenchmarkBenchmark

External External External External


Strategic Strategic Strategic Strategic

LocationLocationLocationLocation

Maintenance of beaches and dunes 57% 3.6 - Differentiator

Appearance of towns and villages 51% 3.5 - Strategic

Advantage

Management of stormwater and

drainage 45% 3.4 -

Key

Vulnerability

Provision of car parks 45% 3.3 Potential

Vulnerability

Management of street trees 42% 3.2 - Potential

Vulnerability

Sustainable management of

Shoalhaven's natural environment 40% 3.2 -

Potential

Vulnerability

Making the most of our waterfronts 44% 3.1 - Potential

Vulnerability

Provision of footpaths 40% 3.1 Potential

Vulnerability

Sustainable management of lakes and

estuaries 34% 3.1 -

Potential

Vulnerability

Environmental protection and

enforcement 31% 3.1 -

Potential

Vulnerability

Provision of cycleways 30% 3.0 Potential

Vulnerability

Compliance and enforcement of

development 21% 3.0 -

Potential

Vulnerability

Strategic land use and town planning

for Shoalhaven 21% 2.8 -

Key

Vulnerability

Maintenance of unsealed local roads 18% 2.7 Potential

Vulnerability

Efficient processing of development

applications 12% 2.6

Potential

Vulnerability

Maintenance of sealed local roads 23% 2.5 Potential

Vulnerability

x

Prosperous communitiesProsperous communitiesProsperous communitiesProsperous communities

All services within this category are performing in-line with 2018.

Most residents (62%) are satisfied with Council’s promotion of tourismpromotion of tourismpromotion of tourismpromotion of tourism. This service is a Strategic

Advantage as satisfaction is above average and this service has an above-average impact on

overall satisfaction with Council.

Appearance of CBD’s (major town centres) Appearance of CBD’s (major town centres) Appearance of CBD’s (major town centres) Appearance of CBD’s (major town centres) and promoting economic development (i.e. jobs promoting economic development (i.e. jobs promoting economic development (i.e. jobs promoting economic development (i.e. jobs

growth)growth)growth)growth) are important services that are performing below average and thus are categorised as Key

Vulnerabilities. Furthermore, both services are underperforming relative to councils with

comparable characteristics to Shoalhaven City Council.

Table Table Table Table 2222 Summary of Summary of Summary of Summary of Prosperous Prosperous Prosperous Prosperous CCCCommunities ommunities ommunities ommunities

Prosperous communitiesProsperous communitiesProsperous communitiesProsperous communities SatisfiedSatisfiedSatisfiedSatisfied AverageAverageAverageAverage Internal Internal Internal Internal






Promotion of tourism 62% 3.7 Strategic

Advantage

Appearance of CBD's (major town

centres) 38% 3.1

Key

Vulnerability

Promoting economic development (i.e.

jobs growth) 23% 2.9

Key

Vulnerability

xi

Responsible governance Responsible governance Responsible governance Responsible governance

Average satisfaction with swimming poolsswimming poolsswimming poolsswimming pools and elected Council decision makingelected Council decision makingelected Council decision makingelected Council decision making have recorded

statistically significant increases in average satisfaction since 2018. All other services within this

category are performing in-line with 2018.

Swimming poolsSwimming poolsSwimming poolsSwimming pools and public toiletspublic toiletspublic toiletspublic toilets are outperforming an average of councils with comparable

characteristics to Council.

Despite improving in satisfaction since 2018, elected Council decision makingelected Council decision makingelected Council decision makingelected Council decision making is underperforming

relative to similar councils. IIIInforming the community of Council decisions, activities and nforming the community of Council decisions, activities and nforming the community of Council decisions, activities and nforming the community of Council decisions, activities and

servicesservicesservicesservices is also underperforming.

Table Table Table Table 3333 Summary of Summary of Summary of Summary of Responsible Responsible Responsible Responsible GGGGovernanceovernanceovernanceovernance

Responsible governanceResponsible governanceResponsible governanceResponsible governance SatisfiedSatisfiedSatisfiedSatisfied AverageAverageAverageAverage Internal Internal Internal Internal






Shoalhaven Entertainment Centre 62% 4.1 - Differentiator

Swimming pools 61% 4.1 Differentiator

Cemeteries 40% 3.9 - Differentiator

Sporting fields 65% 3.9 Differentiator

Community buildings and halls 53% 3.7 Differentiator

Parks, playgrounds and reserves 63% 3.7 Differentiator

Council's customer service 57% 3.6 - Strategic

Advantage

Public toilets 37% 3.2 Potential

Vulnerability

Informing the community of Council

decisions, activities and services 31% 3.1

Key

Vulnerability

Opportunities to participate in Council

decision making processes 23% 2.9 -

Potential

Vulnerability

Elected Council decision making 15% 2.8 Potential

Vulnerability

Council's actions are in-line with

community expectations 19% 2.8 -

Key

Vulnerability

xii

Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities

This is Council’s best performing category of services. Three services including library serviceslibrary serviceslibrary serviceslibrary services,

operation of sewerage and quality water serviceoperation of sewerage and quality water serviceoperation of sewerage and quality water serviceoperation of sewerage and quality water service and hygiene standards of retail food marketshygiene standards of retail food marketshygiene standards of retail food marketshygiene standards of retail food markets

are outperforming an average of councils with comparable characteristics to Shoalhaven City

Council.

Six of the eleven services within this category are Strategic Advantages. These services are

performing above average and have an important impact on creating overall satisfaction with

Council.

Disaster response in the Shoalhaven Disaster response in the Shoalhaven Disaster response in the Shoalhaven Disaster response in the Shoalhaven has recorded a statistically significant decline since 2018.

Open-ended responses cited the level of communication during the bushfires as the primary

reason for dissatisfaction. However, this service recorded a high average satisfaction rating (above

3.75) and is a Strategic Advantage. This decline should be properly contextualised given the natural

disasters faced in the region since the 2018 survey.

Table Table Table Table 4444 Summary of Summary of Summary of Summary of ResResResResilient, ilient, ilient, ilient, SSSSafe and afe and afe and afe and IIIInclusive nclusive nclusive nclusive CCCCommunities ommunities ommunities ommunities

Resilient, safe and inclusive Resilient, safe and inclusive Resilient, safe and inclusive Resilient, safe and inclusive

communitiescommunitiescommunitiescommunities SatisfiedSatisfiedSatisfiedSatisfied AverageAverageAverageAverage

Internal Internal Internal Internal






Library services 66% 4.3 Differentiator

Operation of sewerage and quality

water service 76% 4.2

Strategic

Advantage

Solid waste and recycling collection -

wheelie bin service 74% 4.1 - Differentiator

Hygiene standards of retail food

markets 79% 4.1 Differentiator

Shoalhaven Regional Gallery Nowra 33% 4.0 - Differentiator

Disaster response in the Shoalhaven 66% 3.9 - Strategic

Advantage

Companion animal (dogs)

management 49% 3.7 -

Strategic

Advantage

Landfill and resource recovery services

- waste depots 60% 3.7 -

Strategic

Advantage

Types of events in the Shoalhaven 56% 3.6 - Strategic

Advantage

Council's support of events in the

Shoalhaven 48% 3.5 -

Strategic

Advantage

Facilities and services for the disabled 35% 3.5 Differentiator

xiii

Customer ServicesCustomer ServicesCustomer ServicesCustomer Services

In total, 21 percent of residents have contacted Council in the past month, with 13 percent

contacting Council in the past week.

This result has declined 5% pts since 2018 (26%).

Both aspects of customer service including timeliness of the responsetimeliness of the responsetimeliness of the responsetimeliness of the response and ooooverall verall verall verall

performance of Council in dealing with their requestperformance of Council in dealing with their requestperformance of Council in dealing with their requestperformance of Council in dealing with their request recorded medium levels of satisfaction.

However, average satisfaction with both aspects have recorded statistically significant declines

since 2018.

Community LivingCommunity LivingCommunity LivingCommunity Living

Eighty-one percent (81%) of residents agree Shoalhaven is a liveable cityShoalhaven is a liveable cityShoalhaven is a liveable cityShoalhaven is a liveable city.

Forty-eight percent (48%) of residents agree Shoalhaven is a vibrant cityShoalhaven is a vibrant cityShoalhaven is a vibrant cityShoalhaven is a vibrant city.

In total, 83 percent of residents had walked continuously for at least ten minutes for recreation,

exercise or transport in the week prior to being surveyed.

Forty percent (40%) walked more than five times.

On average, residents spent 1.5 hours1.5 hours1.5 hours1.5 hours walking during the week.

The main reason for walking was exerciseexerciseexerciseexercise (80%). Other reasons include walking to shopswalking to shopswalking to shopswalking to shops

(24%), walking to the workplacewalking to the workplacewalking to the workplacewalking to the workplace (11%) and walking the dogwalking the dogwalking the dogwalking the dog (9%).

Community Engagement Projects & Initiatives Community Engagement Projects & Initiatives Community Engagement Projects & Initiatives Community Engagement Projects & Initiatives

Thirty-four percent (34%) of residents are aware of Council-run projects or initiatives in the

Shoalhaven conducted over the last 12 months.

This result has declined 4% pts since 2018 (38%).

Projects and initiatives recalled by these residents include the Delivery Program and Delivery Program and Delivery Program and Delivery Program and

Operational Plan (DOperational Plan (DOperational Plan (DOperational Plan (DPOP)POP)POP)POP) as well as environmental initiatives and bushfire recovery programs.

Twenty-six percent (26%) of the residents aware of Council-run projects have participated in

them. This result is in-line with 2018 (25%).

xiv

Communication & Engagement Communication & Engagement Communication & Engagement Communication & Engagement

To receive information and communication from Council, the methods residents are most likelymost likelymost likelymost likely

to use are:

1.1.1.1. Direct mail Direct mail Direct mail Direct mail (3.4)(3.4)(3.4)(3.4)

2.2.2.2. Email (including Newsletters) Email (including Newsletters) Email (including Newsletters) Email (including Newsletters) (3.2)(3.2)(3.2)(3.2)

3.3.3.3. Radio (Radio (Radio (Radio (3.1)3.1)3.1)3.1)

The most preferredmost preferredmost preferredmost preferred methods of receiving information and communication from Council are:

1.1.1.1. Email (including Newsletter) (32%)Email (including Newsletter) (32%)Email (including Newsletter) (32%)Email (including Newsletter) (32%)

2.2.2.2. Direct mail (26%)Direct mail (26%)Direct mail (26%)Direct mail (26%)

3.3.3.3. Social Media (e.g. Facebook, Twitter, LinkedIn) (14%)Social Media (e.g. Facebook, Twitter, LinkedIn) (14%)Social Media (e.g. Facebook, Twitter, LinkedIn) (14%)Social Media (e.g. Facebook, Twitter, LinkedIn) (14%)

To engage with and ‘have their say’ on Council decision making, the methods residents are

most likelymost likelymost likelymost likely to use are:

1.1.1.1. Speak with a Customer Speak with a Customer Speak with a Customer Speak with a Customer Service person (3.3)Service person (3.3)Service person (3.3)Service person (3.3)

2.2.2.2. Email (3.2)Email (3.2)Email (3.2)Email (3.2)

3.3.3.3. Online surveys (3.0)Online surveys (3.0)Online surveys (3.0)Online surveys (3.0)

The most preferredmost preferredmost preferredmost preferred methods of engaging with Council are:

1.1.1.1. Email (32%)Email (32%)Email (32%)Email (32%)

2.2.2.2. Speak with a Customer Service person (18%)Speak with a Customer Service person (18%)Speak with a Customer Service person (18%)Speak with a Customer Service person (18%)

3.3.3.3. Direct mail (17%)Direct mail (17%)Direct mail (17%)Direct mail (17%)

Happiness IndexHappiness IndexHappiness IndexHappiness Index

The Personal Wellbeing IndexPersonal Wellbeing IndexPersonal Wellbeing IndexPersonal Wellbeing Index of Shoalhaven residents is 84.684.684.684.6.

The index has increased since 2018 (83.1) and is higher than the national standard (75.7).

All aspects of personal wellbeing recorded high average satisfaction ratings.

Residents are most satisfied with their personal relationshipspersonal relationshipspersonal relationshipspersonal relationships (4.4).

Satisfaction with feeling part of your communityfeeling part of your communityfeeling part of your communityfeeling part of your community has recorded a statistically significant

increase in average satisfaction since 2018.

Eighty-four percent (84%) of residents speak to a neighbour or someone in their street weekly.

1

RESEARCH DESIGN

The Shoalhaven City Council Community Satisfaction Survey 2020 aimed to collect 400 completed

responses from a random sample of residents in the Shoalhaven City Council local government

area. The reported results have a margin of error of ±4.9 percent at the 95 percent confidence level.

This means that if we repeated the survey 100 times, in 95 times the results will be within 4.9

percent of the true population value.

Computer-Aided Telephone Interviews

A A A A telephone basedtelephone basedtelephone basedtelephone based (CATI) survey was used to secure a response from (CATI) survey was used to secure a response from (CATI) survey was used to secure a response from (CATI) survey was used to secure a response from 404040401111 residents throughout residents throughout residents throughout residents throughout

the local government areathe local government areathe local government areathe local government area. 111 responses were collected from mobile phones (28 percent of the

total telephone interviews). The survey unit was residents of the Shoalhaven City Council local

government area. In order to qualify for an interview, respondents had to be permanent residents

aged 18 years or older that have lived in the area for longer than six months. The 2016 Census was

used to establish quotas to ensure a good distribution of responses by age and gender.

Interviews were conducted between 1 June and 10 June 2020. Calls were made between 4.30pm

and 8.30pm during weekdays. Seventeen interviewers conducted interviews over the course of the

data collection period. The survey was implemented under Interviewer Quality Control Australia

(IQCA) quality guidelines. Continuous interviewer monitoring was used, and post-interview

validations were conducted within five days of the close of the survey. Ten percent (10%) of all

respondents were contacted after data collection was complete in order to verify and validate their

data.

Table Table Table Table 5555 Final Final Final Final Telephony Telephony Telephony Telephony SampleSampleSampleSample

TelephonyTelephonyTelephonyTelephony ####

Landlines 290

Mobiles 111

TotalTotalTotalTotal 401401401401

2

Online Survey

A version of the survey was made available online for all residents to complete. The survey was

available from 1 June to 15 June 2020 and 252525256666 completed responses were collected.completed responses were collected.completed responses were collected.completed responses were collected. Online

responses have been provided to Council in a separate report.

Survey Weighting

The collected data often cannot mirror the exact age/sex distribution of a region. To allow for this,

the collected data set is weighted to bring it back to the ideal age/sex distribution.

Table 6 reports the weighting factors for the sample. Using a high number of mobile phone

numbers resulted in better access to young respondents.

Table Table Table Table 6666 Data Weighting Factors Data Weighting Factors Data Weighting Factors Data Weighting Factors –––– Age/Sex Age/Sex Age/Sex Age/Sex

PopulationPopulationPopulationPopulation IdealIdealIdealIdeal ActualActualActualActual WeightsWeightsWeightsWeights

AgeAgeAgeAge MaleMaleMaleMale FemaleFemaleFemaleFemale MaleMaleMaleMale FemaleFemaleFemaleFemale MaleMaleMaleMale FemaleFemaleFemaleFemale MaleMaleMaleMale FemaleFemaleFemaleFemale

18 to 34 8,176 7,718 41 39 15 11 2.73 3.52

35 to 49 7,754 8,127 39 41 31 51 1.25 0.80

50 to 64 10,574 11,295 53 56 32 45 1.66 1.26

65 plus 12,684 13,658 63 68 92 124 0.69 0.55

TotalTotalTotalTotal 39,18839,18839,18839,188 40,79840,79840,79840,798 196196196196 204204204204 170170170170 231231231231

3

Sample Profile

In order to obtain a clear view of the sample’s profile and to conduct comparison tests,

demographic characteristics including gender, age and property ownership were collected. Table 7

details the weighted sample profile for this survey.

Table Table Table Table 7777 Sample ProfileSample ProfileSample ProfileSample Profile

GenderGenderGenderGender % # Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership % #

Male 49% 196 Owns property in Shoalhaven 11% 43

Female 51% 205 Does not own property 13% 53

AgeAgeAgeAge % #

18 to 34 years 20% 80

35 to 49 years 20% 80

50 to 64 years 27% 110

65 plus years 33% 132

Base: All respondents (n=401)

4

Table 8 Table 8 Table 8 Table 8 Suburb/AreaSuburb/AreaSuburb/AreaSuburb/Area

Suburb/AreaSuburb/AreaSuburb/AreaSuburb/Area nnnn Suburb/AreaSuburb/AreaSuburb/AreaSuburb/Area nnnn Suburb/AreaSuburb/AreaSuburb/AreaSuburb/Area nnnn

Bangalee 3 Greenwell Point 5 Old Erowal Bay 2

Basin View 4 Huskisson 3 Orient Point 1

Bayswood 1 Hyams Beach 3 Pyree 1

Bellawongarah 1 Jaspers Brush 2 Sanctuary Point 24

Berrara 3 Jervis Bay 1 Shoalhaven Heads 8

Berry 14 Kangaroo Valley 3 South Nowra 7

Bolong 1 Kings Point 3 St Georges Basin 11

Bomaderry 31 Kioloa 4 Sussex Inlet 17

Broughton 1 Lake Conjola 3 Tapitallee 4

Burrill Lake 7 Lake Tabourie 1 Terara 1

Callala Bay 15 Little Forest 1 Tomerong 6

Cambewarra 3 Longreach 1 Ulladulla 31

Conjola Park 3 Manyana 3 Vincentia 8

Coolangatta 2 Milton 11 Wandandian 2

Cudmirrah 1 Mollymook 18 West Nowra 3

Culburra Beach 13 Morton 1 Woodhill 1

Currarong 4 Narrawallee 8 Woollamia 4

East Nowra 2 North Nowra 22 Worrigee 16

Erowal Bay 2 Nowra 41 Worrowing Heights 2

Falls Creek 4 Nowra Hill 2 Yatte Yattah 1


Subgroups

Comparison tests are used to test whether there are statistically significant differences in survey

results based on the demographic profile of respondents. Appendix 1 (pp. 57-76) contains full

subgroup analysis for all questionsfor all questionsfor all questionsfor all questions contained in the Community Satisfaction Survey 2020.

5

1 OVERALL SATISFACTION

This section of the report covers overall satisfaction with Shoalhaven City Council as an

organisation over the past 12 months. It includes subgroup analysis, comparisons with previous

results (internal benchmarks) and comparisons with Council with similar characteristics to

Shoalhaven City Council (external benchmarks).

1.1 Overall satisfaction with Shoalhaven City Council

Residents were asked to rate their overall satisfaction with the performance of Shoalhaven City

Council as an organisation over the past 12 months using a five-point scale where 1 meant ‘very

dissatisfied’ and 5 meant ‘very satisfied’.

In total, 44 percent of residents are satisfied overall with the performance of Council over the past

12 months, with nine percent (9%) providing the highest rating of 5. Fifteen percent (15%) are

dissatisfied while 37 percent provided a neutral rating of 3.

These These These These results combined for a medium average satisfaction score of 3.results combined for a medium average satisfaction score of 3.results combined for a medium average satisfaction score of 3.results combined for a medium average satisfaction score of 3.33334444....

Figure Figure Figure Figure 1111....1111 Overall satisfaction with Overall satisfaction with Overall satisfaction with Overall satisfaction with Shoalhaven CityShoalhaven CityShoalhaven CityShoalhaven City CouncilCouncilCouncilCouncil


Table Table Table Table 1111....1111 Overall satisfaction with Overall satisfaction with Overall satisfaction with Overall satisfaction with Shoalhaven City Shoalhaven City Shoalhaven City Shoalhaven City CouncilCouncilCouncilCouncil –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis

SubgroupSubgroupSubgroupSubgroup Significant DifferencesSignificant DifferencesSignificant DifferencesSignificant Differences

GenderGenderGenderGender Nil

AgeAgeAgeAge - Residents aged 65 plus years are more satisfied overall with Council (3.6)

compared to those in the 50 to 64 years age group.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership Nil

4% 5%

10%

37% 36%

9%

Can't say 1 2 3 4 5

Average

3.343.343.343.34

Very dissatisfied Very satisfied

6

1.2 Internal Benchmarks

Figure 1.2 compares the breakdown of satisfaction ratings with previous results from 2018. There

has been an increase of two percent (2%) in the proportion of satisfied residents (rating of 4 or 5).

Figure Figure Figure Figure 1111....2222 Overall satisfaction with Overall satisfaction with Overall satisfaction with Overall satisfaction with Shoalhaven CityShoalhaven CityShoalhaven CityShoalhaven City Council Council Council Council –––– Comparison of Comparison of Comparison of Comparison of RRRRatingsatingsatingsatings

Figure 1.3 compares average overall satisfaction with previous results. Average overall satisfaction

is in-line with 2018. There has been no statistically significant change in average overall

satisfaction since 2018.

Figure Figure Figure Figure 1111....3333 Overall satisfaction with Overall satisfaction with Overall satisfaction with Overall satisfaction with Shoalhaven CityShoalhaven CityShoalhaven CityShoalhaven City CouncilCouncilCouncilCouncil –––– Internal Benchmarks Internal Benchmarks Internal Benchmarks Internal Benchmarks

7%16%

34%42%

4%15%

37%44%

Can't say Dissatisfied (1-2) Neutral (3) Satisfied (4-5)

2018 2020

3.30 3.41 3.43 3.40 3.30 3.34

1

2

3

4

5

2014 2015 2016 2017 2018 2020

7

1.3 Issues influencing overall satisfaction ratings

Residents were asked whether there was a particular issue that strongly influence their view in a

positive or negative way. Residents that stated their rating was influenced by a particular issue

were asked to describe that issue. This was an open-ended response. A full list of open-ended

responses has been provided to Council in a separate report.

Positive issues (n=Positive issues (n=Positive issues (n=Positive issues (n=54545454))))

Respondents that stated their issue was positive were generally complimentary of Shoalhaven City

Council as an organisation. In particular, residents indicated the handling of the bushfire and flood

emergencies are positives.

Negative issuesNegative issuesNegative issuesNegative issues (n=(n=(n=(n=109109109109))))

109 residents that stated their overall satisfaction rating was negatively impacted by a particular

issue described a range of issues in their open-ended responses. These responses generally cited

specific issues related to service provision or issues with Shoalhaven City Council as an

organisation.

Issues relating to service provision included road maintenance, waste management (e.g. green

waste), land management and urban development. Issues relating to Council as an organisation

covered decision making, level of communication and its response to the bushfires and COVID-19

pandemic.

8

1.4 Frequency of hearing a negative story or comment about Council

Residents were asked how frequently they hear a negative story or comment about Council.

Twenty-seven percent (27%) of residents hear a negative story or comment monthlymonthlymonthlymonthly.

Twenty-one percent (21%) hear a negative story weeklyweeklyweeklyweekly while eight percent (8%) hear a negative

story dailydailydailydaily.

Sixteen percent (16%) of residents indicated they nevernevernevernever hear a negative story or comment about

Council.

On average, residents of Shoalhaven hear a negative story or comment about Council 6.5 times a 6.5 times a 6.5 times a 6.5 times a

month. month. month. month.

Figure Figure Figure Figure 1111....4444 Frequency of hearing a negative story or comment about CouncilFrequency of hearing a negative story or comment about CouncilFrequency of hearing a negative story or comment about CouncilFrequency of hearing a negative story or comment about Council

All respondents (n=401)

Table Table Table Table 1111....2222 Frequency of hearing a negative story or commentFrequency of hearing a negative story or commentFrequency of hearing a negative story or commentFrequency of hearing a negative story or comment –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis


GenderGenderGenderGender - A significantly higher proportion of female residents hear a negative story or

comment monthlymonthlymonthlymonthly.

AgeAgeAgeAge

- Residents aged 35 to 49 years and 65 plus years are more likely to hear a

negative story weeklyweeklyweeklyweekly compared to those aged 18 to 34 years.

- Residents aged 50 to 64 years are more likely to hear a negative story monthlymonthlymonthlymonthly

compared to those aged 65 plus years.

- Residents aged 18 to 34 years and 65 plus years nevernevernevernever hear a negative story or

comment compared to those aged 50 to 64 years.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

- A significantly higher proportion of property owners hear a negative story or

comment at least once a yearat least once a yearat least once a yearat least once a year.

- A significantly higher proportion of residents that do not own property nevernevernevernever

hear a negative story or comment.

8%

21%

27%

19%

16%

8%

Daily

Weekly

Monthly

Yearly

Never

I don't know

Monthly AverageMonthly AverageMonthly AverageMonthly Average

6.56.56.56.5

9

Figure 1.5 displays average overall satisfaction by frequency of hearing a negative story or

comment about Council.

Lower satisfaction with Council correlates with a higher frequency of hearing a negative story or

comment about Council.

Figure Figure Figure Figure 1111....5555 Overall satisfaction by Frequency of hearing a negative storyOverall satisfaction by Frequency of hearing a negative storyOverall satisfaction by Frequency of hearing a negative storyOverall satisfaction by Frequency of hearing a negative story

2.5

3.03.3

3.73.9

1

2

3

4

5

Daily Weekly Monthly Yearly Never

10

2 COUNCIL SERVICES & FACILITIES

This section reports on the services and facilities provided by Shoalhaven City Council. Respondents

were asked to rate their satisfaction with 42 services and facilities provided by Council. These

services and facilities were classified into four service areas.

SUSTAINABLE, LIVEABLE ENVIRONMENTSSUSTAINABLE, LIVEABLE ENVIRONMENTSSUSTAINABLE, LIVEABLE ENVIRONMENTSSUSTAINABLE, LIVEABLE ENVIRONMENTS

Plan and manage appropriate and sustainable developmentPlan and manage appropriate and sustainable developmentPlan and manage appropriate and sustainable developmentPlan and manage appropriate and sustainable development

Appearance of towns and villages

Compliance and enforcement of development

Efficient processing of development applications

Making the most of our waterfronts

Strategic land use and town planning for Shoalhaven

Improve and maintain our road and transport Improve and maintain our road and transport Improve and maintain our road and transport Improve and maintain our road and transport infrastructureinfrastructureinfrastructureinfrastructure

Maintenance of sealed local roads

Maintenance of unsealed local roads

Management of stormwater and drainage

Provision of car parks

Provision of cycleways

Provision of footpaths

Protect and showcase the naturel environmentProtect and showcase the naturel environmentProtect and showcase the naturel environmentProtect and showcase the naturel environment

Environmental protection and enforcement (e.g. building site inspections, illegal dumping,

tree vandalism or clearing)

Maintenance of beaches and dunes

Management of street trees

Sustainable management of lakes and estuaries

Sustainable management of Shoalhaven's natural environment

PROSPEROUS COMMUNITIESPROSPEROUS COMMUNITIESPROSPEROUS COMMUNITIESPROSPEROUS COMMUNITIES

Maintain and grow a robust economy and vibrant towns and villagesMaintain and grow a robust economy and vibrant towns and villagesMaintain and grow a robust economy and vibrant towns and villagesMaintain and grow a robust economy and vibrant towns and villages

Appearance of CBD's (major town centres)

Promoting economic development (i.e. jobs growth)

Promotion of tourism

11

RESPONSIBLE GOVERNANCERESPONSIBLE GOVERNANCERESPONSIBLE GOVERNANCERESPONSIBLE GOVERNANCE

Reliable services that meet daily community needsReliable services that meet daily community needsReliable services that meet daily community needsReliable services that meet daily community needs

Cemeteries

Community buildings and halls

Parks, playgrounds and reserves

Public toilets

Shoalhaven Entertainment Centre

Sporting fields

Swimming pools

Provide advocacy and transparent leadership Provide advocacy and transparent leadership Provide advocacy and transparent leadership Provide advocacy and transparent leadership through effective government and administrationthrough effective government and administrationthrough effective government and administrationthrough effective government and administration

Council's customer service

Elected Council decision making

Inform and engage with the community about the decisions that affect their livesInform and engage with the community about the decisions that affect their livesInform and engage with the community about the decisions that affect their livesInform and engage with the community about the decisions that affect their lives

Council's actions are in-line with community expectations

Informing the community of Council decisions, activities and services

Opportunities to participate in Council decision making processes

RESILIENT, SAFE AND INCLUSIVE COMMUNITIESRESILIENT, SAFE AND INCLUSIVE COMMUNITIESRESILIENT, SAFE AND INCLUSIVE COMMUNITIESRESILIENT, SAFE AND INCLUSIVE COMMUNITIES

Build inclusive, safe and connected communitiesBuild inclusive, safe and connected communitiesBuild inclusive, safe and connected communitiesBuild inclusive, safe and connected communities

Companion animal (dogs) management

Disaster response in the Shoalhaven

Facilities and services for the disabled

Hygiene standards of retail food markets

Landfill and resource recovery services - waste depots

Library services

Operation of sewerage and quality water service

Shoalhaven Regional Gallery Nowra

Solid waste and recycling collection - wheelie bin service

Activate communities through arts, culture and eventsActivate communities through arts, culture and eventsActivate communities through arts, culture and eventsActivate communities through arts, culture and events

Council's support of events in the Shoalhaven

Types of events in the Shoalhaven

12

2.1 SUSTAINABLE, LIVEABLE ENVIRONMENTS

Residents were asked to rate their satisfaction with 16 services within this category using a five-

point scale where 1 meant ‘very dissatisfied’ and 5 meant ‘very satisfied’.

Residents are most satisfied with maintenance of beaches and dunesmaintenance of beaches and dunesmaintenance of beaches and dunesmaintenance of beaches and dunes (3.6). More than half (51%)

of Shoalhaven residents are satisfied with the appearance of towns and villagesappearance of towns and villagesappearance of towns and villagesappearance of towns and villages.

Services relating to roadsroadsroadsroads, developmentdevelopmentdevelopmentdevelopment and planning planning planning planning recorded lower satisfaction results.

Residents are least satisfied with the maintenance of sealed lomaintenance of sealed lomaintenance of sealed lomaintenance of sealed local roadscal roadscal roadscal roads (2.5).

Figure Figure Figure Figure 2222....1111 Sustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environments


8%

7%

5%

6%

3%

4%

14%

11%

13%

27%

6%

26%

41%

9%

12%

16%

23%

24%

21%

29%

24%

21%

23%

27%

20%

35%

30%

26%

49%

26%

37%

31%

32%

30%

34%

24%

32%

31%

35%

30%

32%

38%

27%

20%

28%

57%

51%

45%

45%

42%

40%

44%

40%

34%

31%

30%

21%

21%

18%

12%

23%






Sustainable management of natural environment




Environmental protection and enforcement







Can't say Dissatisfied (1-2) Neutral (3) Satisfied (4-5) AverageAverageAverageAverage

3.6

3.5

3.4

3.3

3.2

3.2

3.1

3.1

3.1

3.1

3.0

3.0

2.8

2.7

2.6

2.5

13

Table 2.1 lists significant differences among subgroups for this category of services.

Most significant differences are related to property ownership. Residents that do not own property

in Shoalhaven are significantly more satisfied with a range of services.

TableTableTableTable 2222....1111 Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis


GenderGenderGenderGender

- Female residents are more satisfied with the appearance of towns and appearance of towns and appearance of towns and appearance of towns and

villagesvillagesvillagesvillages.

- Male residents are most satisfied with the provision of footpathsprovision of footpathsprovision of footpathsprovision of footpaths.

AgeAgeAgeAge

- Residents aged 65 plus years are more satisfied with the following services

compared to those aged 50 to 64 years:

- Making the most of our waterfrontsMaking the most of our waterfrontsMaking the most of our waterfrontsMaking the most of our waterfronts

- Strategic land use and town Strategic land use and town Strategic land use and town Strategic land use and town planning for Shoalhavenplanning for Shoalhavenplanning for Shoalhavenplanning for Shoalhaven

- Efficient processing of development applicationsEfficient processing of development applicationsEfficient processing of development applicationsEfficient processing of development applications


- Residents that do not own property were more satisfied with the following

services compared to property owners:

- Provision of car parksProvision of car parksProvision of car parksProvision of car parks

- Management of street treesManagement of street treesManagement of street treesManagement of street trees

- MMMMaking the most of our waterfrontsaking the most of our waterfrontsaking the most of our waterfrontsaking the most of our waterfronts

- Provision of footpathsProvision of footpathsProvision of footpathsProvision of footpaths

- Compliance and enforcement of developmentCompliance and enforcement of developmentCompliance and enforcement of developmentCompliance and enforcement of development

- Efficient processing of development applicationsEfficient processing of development applicationsEfficient processing of development applicationsEfficient processing of development applications

14

Reasons for DissatisfactionReasons for DissatisfactionReasons for DissatisfactionReasons for Dissatisfaction

All open-ended responses have been provided to Council in a separate report.

Local roadsLocal roadsLocal roadsLocal roads (n=201)(n=201)(n=201)(n=201)

The main reasons for dissatisfaction among residents that gave a low rating to maintenance of

sealed or unsealed local roads were the condition of the roads themselves and the quality of the

maintenance carried out by Council. The primary issue identified by these residents is potholes,

with 92 responses mentioning potholes. Furthermore, several responses referenced ‘patchwork’

maintenance, stating that roads should be resealed rather temporarily maintained.

Footpaths and cyclewFootpaths and cyclewFootpaths and cyclewFootpaths and cyclewaysaysaysays (n=151)(n=151)(n=151)(n=151)

The biggest issue for residents dissatisfied with footpaths and cycleways is insufficiency. Most

responses related to a lack of footpaths and cycleways in the respondent’s local area. A smaller

number of residents referenced the quality of footpaths, stating that they can be uneven and poorly

maintained.

EfficienEfficienEfficienEfficient processing of development applications (n=94)t processing of development applications (n=94)t processing of development applications (n=94)t processing of development applications (n=94)

Most residents dissatisfied with this service had concerns about the speed of the process and the

length of time required for approval. Other issues raised include the requirements of the process,

perceptions of political influence and issues with neighbour’s development applications.

Sustainable management of lakes and estuarieSustainable management of lakes and estuarieSustainable management of lakes and estuarieSustainable management of lakes and estuaries (n=72)s (n=72)s (n=72)s (n=72)

One of the main issues for residents dissatisfied with this service is the management of Lake

Conjola. These residents believe that the opening and closing of the lake to prevent flooding is

ineffective. Other less common issues raised include a lack of cleaning pollution and runoff from

land.

Compliance and enforcement of development (n=71)Compliance and enforcement of development (n=71)Compliance and enforcement of development (n=71)Compliance and enforcement of development (n=71)

Residents dissatisfied with this service cited overdevelopment, high-rise development, impact on

the natural environment and concerns about specific areas and estates.

15

Internal BenchmarksInternal BenchmarksInternal BenchmarksInternal Benchmarks

Table 2.2 compares the average satisfaction ratings for 2020 with previous results from 2017 and

2018.

There have been statistically significant improvementsimprovementsimprovementsimprovements in two services: provision of car parksprovision of car parksprovision of car parksprovision of car parks (up

0.4 pts to 3.3) and provision of cyclewaysprovision of cyclewaysprovision of cyclewaysprovision of cycleways (up 0.2 pts to 3.0).

There have also been statistically significant declinesdeclinesdeclinesdeclines in two services: sustainable management of sustainable management of sustainable management of sustainable management of

Shoalhaven’s natural environmentShoalhaven’s natural environmentShoalhaven’s natural environmentShoalhaven’s natural environment (down 0.2 pts to 3.2) and sustainable management of lasustainable management of lasustainable management of lasustainable management of lakes kes kes kes

and estuariesand estuariesand estuariesand estuaries (down 0.4 pts to 3.1).

Table Table Table Table 2222....2222 Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments –––– Internal Benchmarks Internal Benchmarks Internal Benchmarks Internal Benchmarks

Sustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environments 2012012012017777 2018201820182018 2020202020202020 Significant Significant Significant Significant

change change change change

since 2018since 2018since 2018since 2018

Maintenance of beaches and dunes 3.7 3.6 3.6

Appearance of towns and villages 3.5 3.6 3.5

Management of stormwater and drainage 3.2 3.3 3.4

Provision of car parks 3.0 2.9 3.3

Management of street trees 3.2 3.2 3.2

Sustainable management of Shoalhaven's natural

environment 3.5 3.4 3.2

Making the most of our waterfronts 3.0 3.0 3.1

Provision of footpaths 2.9 3.0 3.1

Sustainable management of lakes and estuaries 3.6 3.5 3.1

Environmental protection and enforcement 3.1 3.2 3.1

Provision of cycleways 2.7 2.8 3.0

Compliance and enforcement of development - 3.0 3.0

Strategic land use and town planning for

Shoalhaven 2.8 2.8 2.8

Maintenance of unsealed local roads 2.5 2.6 2.7

Efficient processing of development applications 2.7 2.5 2.6

Maintenance of sealed local roads 2.4 2.4 2.5

16

External BenchmarksExternal BenchmarksExternal BenchmarksExternal Benchmarks

Table 2.3 compares benchmarked results for this category with an average of councils in NSW with

comparable characteristics to Shoalhaven City Council. A difference of ±4 pts indicates a

significant difference in performance. Ten services could not be benchmarked.

Table Table Table Table 2222....3333 Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments –––– External Benchmarks External Benchmarks External Benchmarks External Benchmarks

Sustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environments CurrentCurrentCurrentCurrent Comparable Comparable Comparable Comparable

CouncilCouncilCouncilCouncil BestBestBestBest WorstWorstWorstWorst

Provision of car parks 56 51 68 33

Provision of footpaths 53 55 70 43

Provision of cycleways 50 58 76 43

Maintenance of unsealed local roads 42 47 59 37


applications 40 52 75 38

Maintenance of sealed local roads 38 54 70 34

17

2.2 PROSPEROUS COMMUNITIES

Residents were asked to rate their satisfaction with three services within this category using a five-

point scale.

Residents are most satisfied with the promotion of tourismpromotion of tourismpromotion of tourismpromotion of tourism (3.7). Sixty-two percent (62%) of

residents are satisfied with this service.

Residents are relatively less satisfied with the appearance of CBD’s (major town centres)appearance of CBD’s (major town centres)appearance of CBD’s (major town centres)appearance of CBD’s (major town centres) and

promoting economic development (i.e. jobs growth)promoting economic development (i.e. jobs growth)promoting economic development (i.e. jobs growth)promoting economic development (i.e. jobs growth).

There are no significant differences in results among subgroups.

Figure Figure Figure Figure 2222....2222 Prosperous communities Prosperous communities Prosperous communities Prosperous communities


Table Table Table Table 2222....4444 Prosperous communities Prosperous communities Prosperous communities Prosperous communities –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis



AgeAgeAgeAge Nil


4%

15%

10%

25%

28%

24%

37%

34%

62%

38%

23%




Can't say Dissatisfied (1-2) Neutral (3) Satisfied (4-5) AverageAverageAverageAverage

3.7

3.1

2.9

18

Internal Benchmarks Internal Benchmarks Internal Benchmarks Internal Benchmarks


2018.

The average satisfaction ratings for all services are in-line with 2018.

Table Table Table Table 2222....5555 Prosperous communities Prosperous communities Prosperous communities Prosperous communities –––– Internal Benchmarks Internal Benchmarks Internal Benchmarks Internal Benchmarks

Prosperous communitiesProsperous communitiesProsperous communitiesProsperous communities 2012012012017777 2018201820182018 2020202020202020 Significant Significant Significant Significant



Promotion of tourism 3.8 3.7 3.7

Appearance of CBD's (major town centres) - 3.2 3.1

Promoting economic development (i.e. jobs

growth) 2.8 2.8 2.9

ExternalExternalExternalExternal Benchmarks Benchmarks Benchmarks Benchmarks



significant difference in performance.

Table Table Table Table 2222....6666 Prosperous communities Prosperous communities Prosperous communities Prosperous communities –––– External BenchmarksExternal BenchmarksExternal BenchmarksExternal Benchmarks

Prosperous communitiesProsperous communitiesProsperous communitiesProsperous communities CurrentCurrentCurrentCurrent Comparable Comparable Comparable Comparable


Promotion of tourism 68 65 75 51

Appearance of CBD's (major town centres) 53 63 87 47

Promoting economic development (i.e. jobs

growth) 46 58 74 47

19

2.3 RESPONSIBLE GOVERNANCE

Residents were asked to rate their satisfaction with 12 services and facilities within this category

using a five-point scale.

Four facilities recorded highhighhighhigh average satisfaction ratings (above 3.75): Shoalhaven Entertainment Shoalhaven Entertainment Shoalhaven Entertainment Shoalhaven Entertainment

CentreCentreCentreCentre (4.1), swimming poolsswimming poolsswimming poolsswimming pools (4.1), cemeteriescemeteriescemeteriescemeteries (3.9) and sporting fieldssporting fieldssporting fieldssporting fields (3.9). Residents were

more likely to not offer a rating than to provide a dissatisfied rating. This suggests that residents

that are familiar with and use facilities and therefore more likely to provide a rating are generally

satisfied with these facilities.

Services related to Council decision making recorded lower average satisfaction ratings.

Figure Figure Figure Figure 2222....3333 Responsible governanceResponsible governanceResponsible governanceResponsible governance


23%

23%

41%

14%

15%

5%

12%

11%

9%

20%

18%

11%

4%

3%

2%

3%

4%

11%

11%

23%

21%

25%

22%

31%

11%

13%

18%

17%

27%

22%

20%

28%

39%

33%

45%

39%

62%

61%

40%

65%

53%

63%

57%

37%

31%

23%

15%

19%


Swimming pools

Cemeteries

Sporting fields




Public toilets

Informing the community of Council decisions,

activities and services

Opportunities to participate in Council decision

making processes


Council's actions are in-line with community

expectations


4.1

4.1

3.9

3.9

3.7

3.7

3.6

3.2

3.1

2.9

2.8

2.8

AverageAverageAverageAverage

20

Table Table Table Table 2222....7777 Responsible governance Responsible governance Responsible governance Responsible governance –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis


GenderGenderGenderGender - Female residents are more satisfied with Shoalhaven Entertainment CentreShoalhaven Entertainment CentreShoalhaven Entertainment CentreShoalhaven Entertainment Centre.

AgeAgeAgeAge

- Residents aged 65 plus years are more satisfied with Council’s customer Council’s customer Council’s customer Council’s customer

serviceserviceserviceservice compared to those in the 35 to 49 years and 50 to 64 years age groups.

- Residents are more satisfied with elected Council decision makingelected Council decision makingelected Council decision makingelected Council decision making compared

to those aged 50 to 64 years.

- Residents aged 65 plus years are more satisfied with Council’s actions are inCouncil’s actions are inCouncil’s actions are inCouncil’s actions are in----

line with community expectationsline with community expectationsline with community expectationsline with community expectations compared to all other residents.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - Residents that do not own property are more satisfied with sporting fieldssporting fieldssporting fieldssporting fields.

Reasons for DReasons for DReasons for DReasons for Dissatisfactionissatisfactionissatisfactionissatisfaction


Elected Council decision making (n=74)Elected Council decision making (n=74)Elected Council decision making (n=74)Elected Council decision making (n=74)

Responses from residents dissatisfied with elected Council decision making referred to specific

decisions made by Council (e.g. Nowra bridge, hazard reduction burns, bypasses) as well as

Councillor conduct at meetings and political partisanship.

Council’sCouncil’sCouncil’sCouncil’s customer servicecustomer servicecustomer servicecustomer service (n=37)(n=37)(n=37)(n=37)

Issues raised by residents dissatisfied with Council’s customer service included timeliness,

responsiveness and lack of follow up and interest from the customer service workers.

21

Internal BenchmarksInternal BenchmarksInternal BenchmarksInternal Benchmarks


2018.

There have been statistically significant improvements in average satisfaction with swimming swimming swimming swimming

ppppoolsoolsoolsools (up 0.2 pts to 4.1) and elected Council decision makingelected Council decision makingelected Council decision makingelected Council decision making (up 0.2 pts to 2.8) since 2018.

Table Table Table Table 2222....8888 Responsible governance Responsible governance Responsible governance Responsible governance –––– Internal BenchmarksInternal BenchmarksInternal BenchmarksInternal Benchmarks

Responsible governanceResponsible governanceResponsible governanceResponsible governance 2012012012017777 2018201820182018 2020202020202020 Significant Significant Significant Significant



Shoalhaven Entertainment Centre 4.1 4.1 4.1

Swimming pools 3.9 3.9 4.1

Cemeteries 3.8 3.8 3.9

Sporting fields 3.7 3.8 3.9

Community buildings and halls 3.6 3.7 3.7

Parks, playgrounds and reserves 3.5 3.6 3.7

Council's customer service 3.7 3.6 3.6

Public toilets 2.9 3.1 3.2


decisions, activities and services 3.1 3.0 3.1


decision making processes 3.1 2.8 2.9

Elected Council decision making 2.8 2.6 2.8

Council's actions are in-line with community

expectations 2.9 2.8 2.8

22




significant difference in performance. Five services could not be benchmarked.

Table Table Table Table 2222....9999 Responsible governance Responsible governance Responsible governance Responsible governance –––– External Benchmarks External Benchmarks External Benchmarks External Benchmarks

Responsible governanceResponsible governanceResponsible governanceResponsible governance CurrentCurrentCurrentCurrent CompaCompaCompaComparable rable rable rable


Swimming pools 77 67 83 58

Sporting fields 73 70 87 60

Community buildings and halls 68 66 77 56

Parks, playgrounds and reserves 67 69 88 58

Public toilets 54 49 69 38


decisions, activities and services 53 62 74 49

Elected Council decision making 46 56 67 45

23

Usage of Council facilitiesUsage of Council facilitiesUsage of Council facilitiesUsage of Council facilities

Residents were asked how often they use Council facilities and were provided examples including

parks, halls, public toilets, sporting fields and swimming pools.

Due to COVIDDue to COVIDDue to COVIDDue to COVID----19 lockdown restrictions residents were asked to answer based on the time 19 lockdown restrictions residents were asked to answer based on the time 19 lockdown restrictions residents were asked to answer based on the time 19 lockdown restrictions residents were asked to answer based on the time

before restrictions were implemented. before restrictions were implemented. before restrictions were implemented. before restrictions were implemented.

Over half (52%) use Council facilities weeklyweeklyweeklyweekly. A further 17 percent use Council facilities monthlymonthlymonthlymonthly.

Only eight percent (8%) of residents indicated they nevernevernevernever use Council facilities. These results are

generally in-line with 2018 results (see Table 2.11).

Figure Figure Figure Figure 2222....4444 Frequency of using a Council facility Frequency of using a Council facility Frequency of using a Council facility Frequency of using a Council facility


Table Table Table Table 2222....10101010 Frequency of using a Council facility Frequency of using a Council facility Frequency of using a Council facility Frequency of using a Council facility –––– Significant differencesSignificant differencesSignificant differencesSignificant differences



AgeAgeAgeAge

- Residents aged 35 to 49 years are more likely to use facilities weeklyweeklyweeklyweekly compared

to those aged 65 plus years.

- Residents aged 65 plus years are more likely to use facilities every six monthsevery six monthsevery six monthsevery six months

compared to those aged 18 to 34 years.

- Residents aged 50 years and over are more likely to nevernevernevernever use facilities


Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - Residents that do not own property are more satisfied with sporting fieldssporting fieldssporting fieldssporting fields.

TableTableTableTable 2222....11111111 Frequency of using a Council facility Frequency of using a Council facility Frequency of using a Council facility Frequency of using a Council facility –––– Comparison with 2018Comparison with 2018Comparison with 2018Comparison with 2018

FrequencyFrequencyFrequencyFrequency 2012012012018888 2020202020202020

Weekly 51% 52%

Fortnightly 12% 11%

Monthly 17% 17%

Every six months 10% 6%

At least once a year 6% 5%

Never 6% 8%

52%

11%

17%

6%

5%

8%

Weekly

Fortnightly

Monthly

Every six months

At least once a year

Never


2.72.72.72.7

24

Residents that use Council facilities weekly are more significantly satisfied with community community community community

buildings and hallsbuildings and hallsbuildings and hallsbuildings and halls (3.8) compared to those that use Council facilities every six months or less

often (3.4).

There are no other statistically significant differences in satisfaction with facilities based on usage

frequency.

Table Table Table Table 2222....12121212 Satisfaction with Council facilities by Facility Usage Satisfaction with Council facilities by Facility Usage Satisfaction with Council facilities by Facility Usage Satisfaction with Council facilities by Facility Usage

Council Facilities Council Facilities Council Facilities Council Facilities WeeklyWeeklyWeeklyWeekly FortnightlyFortnightlyFortnightlyFortnightly MonthlyMonthlyMonthlyMonthly Less often Less often Less often Less often

or neveror neveror neveror never

Shoalhaven Entertainment Centre 4.2 4.3 4.2 3.7

Swimming pools 4.1 4.3 4.0 3.8

Cemeteries 4.0 3.9 3.8 3.9

Sporting fields 3.9 4.0 3.9 3.8

Community buildings and halls 3.8 3.6 3.6 3.4

Parks, playgrounds and reserves 3.7 3.8 3.7 3.6

Public toilets 3.3 2.8 3.1 3.0

Statistically significant difference at the 95% confidence level.

25

2.4 RESILIENT, SAFE AND INCLUSIVE COMMUNITIES

Residents were asked to rate their satisfaction with 11 services and facilities within this category

using a five-point scale.

This is a high-performing service category with six services recording high average satisfaction

ratings (above 3.75). Residents are most satisfied with library serviceslibrary serviceslibrary serviceslibrary services (4.3). This is followed by

operation of sewerage and quality water serviceoperation of sewerage and quality water serviceoperation of sewerage and quality water serviceoperation of sewerage and quality water service (4.2).

Figure Figure Figure Figure 2222....5555 Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities


25%

7%

58%

6%

24%

7%

6%

15%

36%

3%

3%

9%

4%

8%

10%

14%

7%

7%

10%

6%

13%

15%

14%

8%

19%

17%

20%

31%

30%

19%

66%

76%

74%

79%

33%

66%

49%

60%

56%

48%

35%

Library services


Solid waste and recycling collection - wheelie bin

service





Landfill and resource recovery services - waste

depots





4.3

4.2

4.1

4.1

4.0

3.9

3.7

3.7

3.6

3.5

3.5


26

Table Table Table Table 2222....13131313 Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis



AgeAgeAgeAge

- Residents aged 65 plus years are more satisfied with library serviceslibrary serviceslibrary serviceslibrary services than

those aged 50 to 64 years.

- Residents aged 65 plus years are more satisfied with facilities and services for facilities and services for facilities and services for facilities and services for

the disabledthe disabledthe disabledthe disabled compared to those aged 35 to 49 years.


Reasons for DissatisfactionReasons for DissatisfactionReasons for DissatisfactionReasons for Dissatisfaction


Landfill and resource recovery services Landfill and resource recovery services Landfill and resource recovery services Landfill and resource recovery services –––– waste depotswaste depotswaste depotswaste depots (n=37)(n=37)(n=37)(n=37)

Responses from residents dissatisfied with this service cited the costs associated with using the

waste depots as well as issues relating to the process of disposing waste at the depots. A smaller

number of residents cited no green waste bin as their concern.

Disaster response in the Shoalhaven Disaster response in the Shoalhaven Disaster response in the Shoalhaven Disaster response in the Shoalhaven (n=25)(n=25)(n=25)(n=25)

The responses from residents dissatisfied with disaster response generally referred to the bushfire

disasters. The main concern among these residents is the level of communication during the

disasters. Other issues cited included the quality of the disaster response and timeliness.

27

Internal Benchmarks Internal Benchmarks Internal Benchmarks Internal Benchmarks


2018.

There has been a statistically significant improvement in average satisfaction with companion companion companion companion

animaanimaanimaanimal (dogs) managementl (dogs) managementl (dogs) managementl (dogs) management (up 0.3 pts to 3.7) since 2018.

There has been a statistically significant decline in average satisfaction with disaster response in disaster response in disaster response in disaster response in

the Shoalhaventhe Shoalhaventhe Shoalhaventhe Shoalhaven (down 0.3 pts to 3.9). This change should be properly contextualised given the

natural disasters experience in the Shoalhaven over the past 12 months.

Table Table Table Table 2222....14141414 Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities –––– Internal Benchmarks Internal Benchmarks Internal Benchmarks Internal Benchmarks

Resilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communities 2012012012017777 2018201820182018 2020202020202020 Significant Significant Significant Significant



Library services 4.4 4.3 4.3

Operation of sewerage and quality water

service 4.0 4.1 4.2


wheelie bin service - 4.0 4.1

Hygiene standards of retail food markets 3.9 4.0 4.1

Shoalhaven Regional Gallery Nowra 4.1 4.0 4.0

Disaster response in the Shoalhaven 4.1 4.2 3.9

Companion animal (dogs) management 3.7 3.4 3.7

Landfill and resource recovery services -

waste depots - 3.7 3.7

Types of events in the Shoalhaven 3.7 3.6 3.6



Facilities and services for the disabled 3.5 3.4 3.5

28


Table 2.15 compares benchmarked results for this category with an average of councils in NSW

with comparable characteristics to Shoalhaven City Council. A difference of ±4 pts indicates a

significant difference in performance. Seven services could not be benchmarked.

Table Table Table Table 2222....15151515 Resilient, safe and iResilient, safe and iResilient, safe and iResilient, safe and inclusive communities nclusive communities nclusive communities nclusive communities –––– External Benchmarks External Benchmarks External Benchmarks External Benchmarks

Resilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communities CurrentCurrentCurrentCurrent Comparable Comparable Comparable Comparable


Library services 83 77 86 66


service 80 75 90 55

Hygiene standards of retail food markets 76 69 80 59

Facilities and services for the disabled 61 61 69 50

29

Shoalhaven EventsShoalhaven EventsShoalhaven EventsShoalhaven Events

Residents were asked how often they take part in events occurring in Shoalhaven.

Due to COVIDDue to COVIDDue to COVIDDue to COVID----19 lockdown restrictions residents were asked to answer based on the time 19 lockdown restrictions residents were asked to answer based on the time 19 lockdown restrictions residents were asked to answer based on the time 19 lockdown restrictions residents were asked to answer based on the time

before restrictions were implemented. before restrictions were implemented. before restrictions were implemented. before restrictions were implemented.

In total, 38 percent attend Shoalhaven events monthly or move oftenmonthly or move oftenmonthly or move oftenmonthly or move often. Twenty-nine percent (29%)

attend every six monthsattend every six monthsattend every six monthsattend every six months. Fourteen percent (14%) of residents indicated they nevernevernevernever attend events

in Shoalhaven.

Figure Figure Figure Figure 2222....6666 Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events


Table Table Table Table 2222....16161616 Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events –––– Significant differencesSignificant differencesSignificant differencesSignificant differences


GenderGenderGenderGender - Females are more likely to attend events monthlymonthlymonthlymonthly.

AgeAgeAgeAge

- Residents aged 35 to 49 years and 65 plus years are more likely to attend

weeklyweeklyweeklyweekly compared to those aged 18 to 34 years.

- Residents aged 50 to 64 years are more likely to attend monthlymonthlymonthlymonthly compared to

those aged 65 plus years.

- Residents aged 18 to 34 years and 65 plus years are more likely to nevernevernevernever

attend compared to those aged 50 to 64 years.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - Property owners were more likely to attend at least once a yearat least once a yearat least once a yearat least once a year.

- Residents that do not own property are more likely to never never never never attend.

Table Table Table Table 2222....17171717 Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events Frequency of attending Shoalhaven events –––– Comparison with 2018Comparison with 2018Comparison with 2018Comparison with 2018


Weekly 5% 5%

Fortnightly 6% 4%

Monthly 30% 29%



Never 14% 14%

5%

4%

29%

29%

19%

14%

Weekly

Fortnightly

Monthly

Every six months


Never


0.70.70.70.7

30

There are no statistically significant differences in satisfaction with services and facilities related to

Shoalhaven events based on attendance frequency.

Table Table Table Table 2222....18181818 Satisfaction with Satisfaction with Satisfaction with Satisfaction with Shoalhaven evenShoalhaven evenShoalhaven evenShoalhaven eventstststs by by by by EventEventEventEvent Attendance Attendance Attendance Attendance

Shoalhaven Events Shoalhaven Events Shoalhaven Events Shoalhaven Events Monthly or Monthly or Monthly or Monthly or

more oftenmore oftenmore oftenmore often

Every six Every six Every six Every six

monthsmonthsmonthsmonths

At least At least At least At least

once a yearonce a yearonce a yearonce a year NeverNeverNeverNever

Library services 4.3 4.5 4.4 3.9

Shoalhaven Regional Gallery Nowra 4.1 3.9 4.2 4.0

Types of events in the Shoalhaven 3.7 3.6 3.6 3.4

Council's support of events in the Shoalhaven 3.6 3.6 3.5 3.5


31

3 PRIORITISING SERVICES & FACILITIES

This section of the report aims to identify the key drivers of resident satisfaction via a deeper

analysis of the relationship between overall satisfaction with Shoalhaven City Council and

satisfaction with services and facilities as reported in the previous section.

3.1 Quadrant Analysis

Quadrant analysis simultaneously analyses the importance of a service in terms of driving overall

satisfaction and the performance of services in terms of resident satisfaction. To do this, mean

satisfaction scores are plotted against derived importance scores for each Council service.

Importance scores are derived from regression analysis.

To form quadrants, the average derived importance score and average satisfaction score across all

services and facilities were calculated. Services and facilities with a mean satisfaction score less

than the overall average were classified as ‘low’ performing while those with a mean score above

the average were classified as ‘high’ performing. Similarly, services and facilities have ‘high’ or ‘low’

importance depending on their position above or below the overall average.

These scores do not suggest the service or facility is not important in the personal lives of These scores do not suggest the service or facility is not important in the personal lives of These scores do not suggest the service or facility is not important in the personal lives of These scores do not suggest the service or facility is not important in the personal lives of

residents. residents. residents. residents. It strictly relates to importance in creating overall satisfaction with Council. Areas of It strictly relates to importance in creating overall satisfaction with Council. Areas of It strictly relates to importance in creating overall satisfaction with Council. Areas of It strictly relates to importance in creating overall satisfaction with Council. Areas of

personapersonapersonapersonal importance are analysed in Section l importance are analysed in Section l importance are analysed in Section l importance are analysed in Section 1.31.31.31.3 ‘‘‘‘Issues influencing overall satisfaction Issues influencing overall satisfaction Issues influencing overall satisfaction Issues influencing overall satisfaction

ratings’ratings’ratings’ratings’....

Figure 3.1 (over-page) is Council’s performance/importance quadrant.

1. The upper right quadrant (high importance and high satisfaction) represents current service

strengths or ‘Strategic Advantages’.

2. The upper left quadrant (high importance but low satisfaction) denotes services where

satisfaction should be improved or ‘Key Vulnerabilities’.

3. The lower left quadrant (relatively lower importance and relatively lower satisfaction) represents

lower priority service dimensions or ‘Potential Vulnerabilities’.

4. The lower right quadrant (relatively lower importance and high satisfaction) represent Council’s

‘Differentiator’.

32

Figure Figure Figure Figure 3333....1111 Quadrant Analysis Quadrant Analysis Quadrant Analysis Quadrant Analysis –––– Full View Full View Full View Full View

Average Satisfactio

n

3.41

3.41

3.41

3.41

Average Importance

11 11

33 33

55 55

SATISFACTION

SATISFACTION

SATISFACTION

SATISFACTION

IMPORTANCEIMPORTANCEIMPORTANCEIMPORTANCE

22 22

44 44

33

Figure Figure Figure Figure 3333....2222 Quadrant Analysis Quadrant Analysis Quadrant Analysis Quadrant Analysis

Table Table Table Table 3333....1111 Quadrant AnalysisQuadrant AnalysisQuadrant AnalysisQuadrant Analysis

KEY VULNERABILITIESKEY VULNERABILITIESKEY VULNERABILITIESKEY VULNERABILITIES STRATEGIC ADVANTAGESSTRATEGIC ADVANTAGESSTRATEGIC ADVANTAGESSTRATEGIC ADVANTAGES 37 – Appearance of CBD's (major town centres)

38 – Council's actions are in-line with community

expectations

39 – Management of stormwater and drainage

40 – Informing the community of Council decisions,

activities and services

41 – Strategic land use and town planning for Shoalhaven

42 – Promoting economic development (i.e. jobs growth)

1 – Types of events in the Shoalhaven

2 – Council's customer service

3 – Promotion of tourism

4 – Disaster response in the Shoalhaven

5 – Operation of sewerage and quality water service

6 – Appearance of towns and villages

7 – Landfill and resource recovery services - waste depots

8 – Council's support of events in the Shoalhaven

9 – Companion animal (dogs) management

POTENTIAL VULNERABILITIESPOTENTIAL VULNERABILITIESPOTENTIAL VULNERABILITIESPOTENTIAL VULNERABILITIES DIFFERENTIATORSDIFFERENTIATORSDIFFERENTIATORSDIFFERENTIATORS 22 – Provision of car parks

23 – Maintenance of sealed local roads

24 – Environmental protection and enforcement

25 – Sustainable management of Shoalhaven's natural

environment

26 – Compliance and enforcement of development

27 – Provision of cycleways

28 – Provision of footpaths

29 – Public toilets

30 – Elected Council decision making

31 – Making the most of our waterfronts

32 – Efficient processing of development applications

33 – Management of street trees

34 – Maintenance of unsealed local roads

35 – Sustainable management of lakes and estuaries

36 – Opportunities to participate in Council decision

making processes

10 – Community buildings and halls

11 – Parks, playgrounds and reserves

12 – Hygiene standards of retail food markets

13 – Cemeteries

14 – Facilities and services for the disabled

15 – Shoalhaven Regional Gallery Nowra

16 – Swimming pools

17 – Maintenance of beaches and dunes

18 – Sporting fields

19 – Library services

20 – Solid waste and recycling collection - wheelie bin

service

21 – Shoalhaven Entertainment Centre

12

3 4

5

6

78910

11 1213

14 151617 18

1920 21

2223 24 2526

27 28 2930

31323334 3536

37

38

39

40

41

42

STRATEGIC ADVANTAGESSTRATEGIC ADVANTAGESSTRATEGIC ADVANTAGESSTRATEGIC ADVANTAGES KEY VULNERABILITIESKEY VULNERABILITIESKEY VULNERABILITIESKEY VULNERABILITIES

DIFFERENTIATORSDIFFERENTIATORSDIFFERENTIATORSDIFFERENTIATORS POTENTIAL VULNERABILITIESPOTENTIAL VULNERABILITIESPOTENTIAL VULNERABILITIESPOTENTIAL VULNERABILITIES

Average Satisfaction

3.3.3.3.41414141

Average Im

porta

nce

SATISFACTIONSATISFACTIONSATISFACTIONSATISFACTION

IMPORTANCE

IMPORTANCE

IMPORTANCE

IMPORTANCE

34

Services in the upper right quadrant are SSSStrategic trategic trategic trategic AAAAdvantagesdvantagesdvantagesdvantages – these have an important impact

on creating overall satisfaction with Council and their performance is above average.

Council’s nine SSSStrategic trategic trategic trategic AAAAdvantagesdvantagesdvantagesdvantages include:










Services in the upper left quadrant are KKKKey ey ey ey VVVVulnerabilitiesulnerabilitiesulnerabilitiesulnerabilities – services which have an important

impact on creating overall satisfaction but are performing below average. These services are

regarded as Council’s foremostforemostforemostforemost priorities.

Council’s six KKKKey ey ey ey VVVVulnerabilitiesulnerabilitiesulnerabilitiesulnerabilities include:







All other services are classified as DDDDifferentiatorsifferentiatorsifferentiatorsifferentiators or PPPPotential otential otential otential VVVVulnerabilulnerabilulnerabilulnerabilitiesitiesitiesities based on whether

they are performing above or below average, respectively. Improvement in the performance of

these services will not have a large, significant impact on overall satisfaction with Council.

Table 3.2 (over page) displays quadrant analysis according to service category. Strategic Strategic Strategic Strategic

AdvantagesAdvantagesAdvantagesAdvantages are primarily contained within the resilient, safe and inclusive communitiesresilient, safe and inclusive communitiesresilient, safe and inclusive communitiesresilient, safe and inclusive communities service

category. Council’s Key VulnerabilitiesKey VulnerabilitiesKey VulnerabilitiesKey Vulnerabilities are spread across three service categories.

35

Table Table Table Table 3333....2222 Quadrant Analysis by Service CategoryQuadrant Analysis by Service CategoryQuadrant Analysis by Service CategoryQuadrant Analysis by Service Category

Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments





Environmental protection and enforcement

Sustainable management of Shoalhaven's natural environment











Prosperous communities Prosperous communities Prosperous communities Prosperous communities




Responsible governanceResponsible governanceResponsible governanceResponsible governance




Cemeteries

Swimming pools

Sporting fields


Public toilets


Opportunities to participate in Council decision making processes



Resilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communitiesResilient, safe and inclusive communities










Library services

Solid waste and recycling collection - wheelie bin service

36

3.2 Impact of Council perceptions on satisfaction with services

Comparison tests were used to identify statistically significant differences in average satisfaction

between residents based on how often they hear a negative story or comment about Council.

Table 3.3 (continues over page) displays satisfaction results for Council services and facilities

across these groups. Generally, a higher frequency of hearing a negative story about Council aligns

with more negative perceptions of Council services and facilities.

Table Table Table Table 3333....3333 Impact of Council perceptions on satisfaction with services Impact of Council perceptions on satisfaction with services Impact of Council perceptions on satisfaction with services Impact of Council perceptions on satisfaction with services

Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments Sustainable, liveable environments Weekly or Weekly or Weekly or Weekly or

more oftenmore oftenmore oftenmore often MonthlyMonthlyMonthlyMonthly YearlyYearlyYearlyYearly NeverNeverNeverNever

Maintenance of beaches and dunes 3.4 3.6 4.0 3.7

Appearance of towns and villages 3.0 3.5 3.9 4.0

Management of stormwater and

drainage 3.1 3.4 3.6 3.6

Provision of car parks 2.9 3.2 3.5 3.6

Management of street trees 2.8 3.2 3.6 3.5


Shoalhaven's natural environment 2.8 3.1 3.5 3.6

Making the most of our waterfronts 2.7 3.0 3.4 3.9

Provision of footpaths 3.0 3.1 3.2 3.4

Sustainable management of lakes and

estuaries 2.8 3.1 3.6 3.2

Environmental protection and

enforcement 2.8 3.0 3.4 3.4

Provision of cycleways 2.8 2.9 3.2 3.4

Compliance and enforcement of

development 2.6 2.9 3.2 3.4

Strategic land use and town planning for

Shoalhaven 2.2 2.9 3.0 3.2

Maintenance of unsealed local roads 2.4 2.6 3.1 2.8


applications 2.0 2.6 2.8 3.4

Maintenance of sealed local roads 2.2 2.5 2.7 2.8

Prosperous communities Prosperous communities Prosperous communities Prosperous communities Weekly or Weekly or Weekly or Weekly or


Promotion of tourism 3.6 3.7 3.9 3.8

Appearance of CBD's (major town

centres) 2.6 3.0 3.4 3.8

Promoting economic development (i.e.

jobs growth) 2.6 2.8 3.1 3.0


37

Responsible governanceResponsible governanceResponsible governanceResponsible governance Weekly or Weekly or Weekly or Weekly or


Shoalhaven Entertainment Centre 4.2 4.0 4.4 4.1

Swimming pools 4.0 4.2 4.1 4.1

Cemeteries 4.0 3.9 3.9 3.9

Sporting fields 3.7 3.9 4.1 4.2

Community buildings and halls 3.5 3.7 3.8 4.0

Parks, playgrounds and reserves 3.3 3.7 3.9 4.0

Council's customer service 3.2 3.6 4.0 4.0

Public toilets 2.8 3.2 3.4 3.4


decisions, activities and services 2.7 3.1 3.2 3.5


decision making processes 2.4 3.0 3.3 3.3

Elected Council decision making 2.4 2.8 3.1 3.3

Council's actions are in-line with

community expectations 2.2 2.9 3.2 3.1

Resilient, safe and inclusive Resilient, safe and inclusive Resilient, safe and inclusive Resilient, safe and inclusive

communitiescommunitiescommunitiescommunities

Weekly or Weekly or Weekly or Weekly or


Library services 4.2 4.3 4.4 4.4


service 3.9 4.2 4.5 4.4


wheelie bin service 4.0 3.9 4.2 4.2

Hygiene standards of retail food markets 3.8 4.1 4.2 4.3

Shoalhaven Regional Gallery Nowra 3.9 3.9 4.2 4.1

Disaster response in the Shoalhaven 3.7 3.8 4.1 4.1

Companion animal (dogs) management 3.4 3.7 3.7 4.1

Landfill and resource recovery services -

waste depots 3.2 3.7 4.0 3.9

Types of events in the Shoalhaven 3.3 3.6 3.9 4.0


Shoalhaven 3.2 3.6 3.7 3.9

Facilities and services for the disabled 3.1 3.5 3.5 4.1


38

4 CUSTOMER SERVICES

This section of the report covers Shoalhaven City Council’s customer services. It includes recent

contact with Council and satisfaction with customer services. Comparisons are made with previous

results where possible.

4.1 Recent contact with Council

Residents were asked to indicate the last time they contacted Council. There has been an increase

in the proportion of residents that have never contacted Council or cannot recall. This is likely driven

by improvements in the number of younger residents surveyed through more effective age

targeting.

Table Table Table Table 4444....1111 Recent contact with Council Recent contact with Council Recent contact with Council Recent contact with Council

Recent Contact with CouncilRecent Contact with CouncilRecent Contact with CouncilRecent Contact with Council 2018201820182018 2020202020202020

Within the last week 12% 13%

Within the last month 14% 8%

Within the last three months 13% 8%

Within the last six months 10% 7%

Longer than six months ago 23% 19%

Never 10% 15%

Can't recall 18% 30%

Table Table Table Table 4444....2222 Recent contact with Council Recent contact with Council Recent contact with Council Recent contact with Council –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis



AgeAgeAgeAge

- A significantly lower proportion of residents aged 18 to 34 years have

contacted Council within the last monthwithin the last monthwithin the last monthwithin the last month.

- Residents aged 18 to 34 years and 65 plus were more likely say they can’tcan’tcan’tcan’t

recallrecallrecallrecall compared to those aged 35 to 49 years.


- Property owners were more likely to have contacted Council within the lastwithin the lastwithin the lastwithin the last

weekweekweekweek or within the last six monthswithin the last six monthswithin the last six monthswithin the last six months.

- Residents that do not own property were more likely to have nevernevernevernever contacted

Council.

39

4.2 Satisfaction with customer services

Residents who had contacted Council were asked to rate their satisfaction with two aspects of

customer services using a five-point scale.

Average satisfaction with both aspects of customer services recorded statistically significant

declines since 2018.

Figure Figure Figure Figure 4444....1111 Satisfaction with customer services Satisfaction with customer services Satisfaction with customer services Satisfaction with customer services

Base: Have contacted Council (n=220)

Table Table Table Table 4444....3333 Satisfaction with customer services Satisfaction with customer services Satisfaction with customer services Satisfaction with customer services –––– Internal BenchmarksInternal BenchmarksInternal BenchmarksInternal Benchmarks

Satisfaction with customer servicesSatisfaction with customer servicesSatisfaction with customer servicesSatisfaction with customer services 2018201820182018 2020202020202020 Significant Significant Significant Significant



The timeliness in Council responding to your

request 3.8 3.5

The overall performance of Council in dealing

with your request 3.7 3.5

10%

9%

18%

21%

22%

16%

49%

54%

The timeliness in Council responding to your

request

The overall performance of Council in dealing with

your request


3.5

3.5


40

5 COMMUNITY LIVING

This section of the report covers liveability in Shoalhaven. It covers perceptions of Shoalhaven as a

liveable and vibrant city as well as analysis of recent walking activity of residents.

5.1 Support active and healthy communities

Residents were asked to rate their agreement with two statements relating to Shoalhaven as a city

using a five-point scale where 1 meant ‘strongly disagree’ and 5 meant ‘strongly agree’.

Most residents (81%) agree Shoalhaven is a liveable cityShoalhaven is a liveable cityShoalhaven is a liveable cityShoalhaven is a liveable city. This statement recorded a high average

agreement rating of 4.1. Fewer residents agreed Shoalhaven is a vibrant cityShoalhaven is a vibrant cityShoalhaven is a vibrant cityShoalhaven is a vibrant city (48%).

Figure Figure Figure Figure 5555....1111 Support active and healthy communities Support active and healthy communities Support active and healthy communities Support active and healthy communities


Table Table Table Table 5555....1111 Support active and healthy communities Support active and healthy communities Support active and healthy communities Support active and healthy communities –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis



AgeAgeAgeAge

- Residents aged 65 plus years agreed that Shoalhaven is a liveable cityShoalhaven is a liveable cityShoalhaven is a liveable cityShoalhaven is a liveable city

significantly more than residents aged 50 to 64 years.

- Residents aged 65 plus years agreed that Shoalhaven is a vibrant cityShoalhaven is a vibrant cityShoalhaven is a vibrant cityShoalhaven is a vibrant city

significantly more than residents aged 35 to 49 years.

ProProProProperty Ownershipperty Ownershipperty Ownershipperty Ownership Nil

Reasons for dissatisfactionReasons for dissatisfactionReasons for dissatisfactionReasons for dissatisfaction


Shoalhaven is a liveable city (n=13)Shoalhaven is a liveable city (n=13)Shoalhaven is a liveable city (n=13)Shoalhaven is a liveable city (n=13)

The thirteen responses provided covered topics such as transport, crime and employment

opportunities.

5%

18%

14%

34%

81%

48%

Shoalhaven is a liveable city

Shoalhaven is a vibrant city

Can't say Disagree (1-2) Neutral (3) Agree (4-5)

4.1

3.4


41

5.2 Walking

Residents were asked how many times they walked continuously for at least ten minutes for

recreation, exercise or transport in the past week.

In total, 83 percent of residents walked for recreation, exercise or transport at least once in the

week prior to being surveyed.

Forty percent (40%) of residents have walked more than five timesmore than five timesmore than five timesmore than five times. Fourteen percent (14%)

indicated they have not walked for at least ten minutes for these purposes at all in the week prior to

being interviewed.

Figure Figure Figure Figure 5555....2222 Frequency of walking for recreation, exercise or transportFrequency of walking for recreation, exercise or transportFrequency of walking for recreation, exercise or transportFrequency of walking for recreation, exercise or transport


Table Table Table Table 5555....2222 Frequency of walking for recreation, exercise or transport Frequency of walking for recreation, exercise or transport Frequency of walking for recreation, exercise or transport Frequency of walking for recreation, exercise or transport –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis


GenderGenderGenderGender - A significantly higher proportion of female residents walked five timesfive timesfive timesfive times.

AgeAgeAgeAge - A significantly lower proportion of residents aged 18 to 34 years walked threethreethreethree

timestimestimestimes.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - A significantly higher proportion of residents that own property walked threethreethreethree

timestimestimestimes.

14%

10%

8%

9%

6%

11%

40%

3%

None

Once

Twice

Three times

Four times

Five times

More than 5 times

N/A

Median Frequency Median Frequency Median Frequency Median Frequency

5 times5 times5 times5 times

42

Residents who walked continuously for ten minutes for recreation, exercise or transport at least

once were asked to indicate the total time spent walking in the past week.

Most residents (59%) walked for over two hoursover two hoursover two hoursover two hours in the week before being interviewed. A further

18 percent walked for 1111----2 hours2 hours2 hours2 hours.

Figure Figure Figure Figure 5555....3333 Total time spent walking in the last weekTotal time spent walking in the last weekTotal time spent walking in the last weekTotal time spent walking in the last week

Base: Walked for at least 10 minutes at least once in the past week (n=336)

Table Table Table Table 5555....3333 Total time spent walking in the last weekTotal time spent walking in the last weekTotal time spent walking in the last weekTotal time spent walking in the last week –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis

SubgroupSubgroupSubgroupSubgroup Significant Significant Significant Significant DifferencesDifferencesDifferencesDifferences

GenderGenderGenderGender - A significantly higher proportion of male residents walked for 21212121----30 minutes30 minutes30 minutes30 minutes.

AgeAgeAgeAge Nil


6%

4%

2%

3%

7%

18%

59%

10-20 minutes

21-30 minutes

31-40 minutes

41-50 minutes

51-60 minutes

1-2 hours

Over 2 hours

Average Average Average Average TimeTimeTimeTime

1.5 hours1.5 hours1.5 hours1.5 hours

43

Residents who walked continuously for ten minutes for recreation, exercise or transport were asked

to indicate the purpose of their walks. They were able to select multiple responses.

By far the most common purpose for walking is exerciseexerciseexerciseexercise (80%). There are no statistically

significant differences in results across subgroups indicating that this proportion is consistent

across a wide demographic profile.

The next most common reasons for walking are walking to shopswalking to shopswalking to shopswalking to shops (24%), walking to the workplacewalking to the workplacewalking to the workplacewalking to the workplace

(11%) and walking the dogwalking the dogwalking the dogwalking the dog (9%).

Figure Figure Figure Figure 5555....4444 Purpose of walksPurpose of walksPurpose of walksPurpose of walks

Base: Walked for at least 10 minutes at least once in the past week (n=336)

Note: Respondents could select multiple responses thus percentages do not sum to 100%.

Table Table Table Table 5555....4444 Purpose of walks Purpose of walks Purpose of walks Purpose of walks –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis


GenderGenderGenderGender - A significantly higher proportion of male residents walked for workworkworkwork.

AgeAgeAgeAge

- A significantly higher proportion of residents aged 18 to 49 years walked to

their workplaceworkplaceworkplaceworkplace compared to those aged 65 plus years.

- A significantly higher proportion of residents aged 35 to 40 years walkedwalkedwalkedwalked

children to schoolchildren to schoolchildren to schoolchildren to school compared to those aged 65 plus years.


80%

24%

11%

9%

5%

3%

2%

1%

0.2%

8%

0.4%

Exercise

Walking to shops

Walking to workplace

Walking the dog

Walking children to school

Work

Walking children to park

Gardening

Walking to public transport

Other

None of the above

44

6 COMMUNITY ENGAGEMENT PROJECTS & INITIATIVES

This section of the report covers the perceptions of residents regarding Shoalhaven City Council’s

community engagement.

Thirty-four percent (34%) of residents are aware of Council-run projects or initiatives in the

Shoalhaven conducted over the last 12 months. This result has declined 4% pts since 2018 (38%).

FFFFiiiigggguuuurrrreeee 6666....1111 AAAAwwwwaaaarrrreeeennnneeeessssssss ooooffff ccccoooommmmmmmmuuuunnnniiiittttyyyy eeeennnnggggaaaaggggeeeemmmmeeeennnntttt pppprrrroooojjjjeeeeccccttttssss


Table Table Table Table 6666....1111 Awareness of community engagement projects Awareness of community engagement projects Awareness of community engagement projects Awareness of community engagement projects –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis

SubgroupSubgroupSubgroupSubgroup Significant DifferencSignificant DifferencSignificant DifferencSignificant Differenceseseses


AgeAgeAgeAge Nil

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - A significantly higher proportion of residents that own property were aware of

community engagement projects or initiatives (39%).

Aware

34%Not aware

56%

Don't know/Can't say

10%

45

Eight percent (8%) of residents that are aware of community engagement projects recalled the

Delivery Program and Operational Plan (DPOP)Delivery Program and Operational Plan (DPOP)Delivery Program and Operational Plan (DPOP)Delivery Program and Operational Plan (DPOP) while five percent (5%) recalled a Strategic Strategic Strategic Strategic

Planning documentPlanning documentPlanning documentPlanning document.

Forty-nine (49%) provided another response when asked to recall community engagement

projects. These responses have been provided to Council in a separate report. The main programs

identified include environmental projects such as bush care, weed eradication as well as bushfire

recovery programs.

Figure Figure Figure Figure 6666....2222 Recalled community engagement projectsRecalled community engagement projectsRecalled community engagement projectsRecalled community engagement projects

Base: Aware of community engagement projects or initiatives (n=137)

Table Table Table Table 6666....2222 Recalled community engagement projects Recalled community engagement projects Recalled community engagement projects Recalled community engagement projects –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis


GenderGenderGenderGender - A significantly higher proportion of male respondents recalled DPOPDPOPDPOPDPOP and

provided another response.

AgeAgeAgeAge - A significantly higher proportion of residents aged 18 to 34 years could not could not could not could not

recallrecallrecallrecall a project.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - A significantly higher proportion of residents that do not own property could could could could

not recallnot recallnot recallnot recall a project.

Table Table Table Table 6666....3333 Recalled community engagement projects Recalled community engagement projects Recalled community engagement projects Recalled community engagement projects –––– Comparison with 2018Comparison with 2018Comparison with 2018Comparison with 2018

Satisfaction with customer servicesSatisfaction with customer servicesSatisfaction with customer servicesSatisfaction with customer services 2018201820182018 2020202020202020

Delivery Program and Operational Plan (DPOP) 8% 8%

A Strategic Planning document (e.g. Local Environment

Plan, Local Strategic Planning Statement) 6% 5%

Tourist and Visitor Accommodation and Clause 2.8

(Temporary Use of Land) Review 1% -

Other 50% 49%

Can't name any 36% 40%

8%

5%

0%

49%

40%

Delivery Program and Operational Plan (DPOP)

A Strategic Planning document (e.g. Local Environment

Plan, Local Strategic Planning Statement)

Tourist and Visitor Accommodation and Clause 2.8

(Temporary Use of Land) Review

Other

Can't name any

46

Residents aware of community engagement projects were also asked whether they had actively

participated in the projects or initiatives.

Twenty-six percent (26%) of these residents actively participated in community engagement

projects. This result is in-line with 2018 (25%).

Figure Figure Figure Figure 6666....3333 Participation in community engagement projects Participation in community engagement projects Participation in community engagement projects Participation in community engagement projects

Base: Aware of community engagement projects or initiatives (n=137)

Table Table Table Table 6666....4444 Participation inParticipation inParticipation inParticipation in community engagement projects community engagement projects community engagement projects community engagement projects –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis



AgeAgeAgeAge - A significantly higher proportion of residents aged 50 plus years participated



Participated

26%Did not

participate

66%Don't know/Can't say

8%

47

7 COMMUNICATION & ENGAGEMENT

This section of the report covers communication and engagement with Shoalhaven City Council. It

includes preferences regarding the methods of receiving information from Council and methods of

engaging with Council decision making.

7.1 Methods of receiving information

Residents were asked to rate their likelihood of using methods to receive information and

communication from Council using a five-point scale where 1 meant ‘not at all likely’ and 5 meant

‘very likely’.

Over half (55%) of Shoalhaven residents are likely to receive information from Council through

direct maildirect maildirect maildirect mail (3.4). This is following by email (including newsletters)email (including newsletters)email (including newsletters)email (including newsletters) (3.2) and radioradioradioradio (3.1).

Residents are least likely to receive information through videovideovideovideo (1.8), community noticeboardscommunity noticeboardscommunity noticeboardscommunity noticeboards

(2.2) and Council’s WebsiteCouncil’s WebsiteCouncil’s WebsiteCouncil’s Website (2.3).

Figure Figure Figure Figure 7777....1111 Likelihood of using methods to receive information Likelihood of using methods to receive information Likelihood of using methods to receive information Likelihood of using methods to receive information


6%

4%

30%

32%

34%

40%

44%

59%

53%

61%

75%

14%

15%

18%

21%

16%

13%

18%

17%

11%

55%

50%

47%

38%

38%

25%

22%

21%

10%

Direct mail

Email (including Newsletters)

Radio

Television

Social Media (e.g. Facebook, Twitter, LinkedIn)

Newspapers

Council's Website (including 'Get Involved' website)

Community Noticeboards (e.g. Library, Facilities,

CBD)

Video

Can't say Not likely (1-2) Neutral (3) Likely (4-5)

3.4

3.2

3.1

2.9

2.8

2.3

2.3

2.2

1.8


48

Most statistically significant differences in results are based on age. Residents aged 65 plus years

are more likely to use direct maildirect maildirect maildirect mail and less likely to use electronic methods to receive information.

Table Table Table Table 7777....1111 Likelihood of using methods to receive information Likelihood of using methods to receive information Likelihood of using methods to receive information Likelihood of using methods to receive information –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis



AgeAgeAgeAge

- Residents aged 65 plus years are significantly more likely to use direct maildirect maildirect maildirect mail

compared to all other residents.

- Residents aged 65 plus years are significant less likely to use the following

electronic methods compared to all other residents:

- EEEEmail (includinmail (includinmail (includinmail (including Newsletters)g Newsletters)g Newsletters)g Newsletters)

- SSSSocial mediaocial mediaocial mediaocial media

- Council’s Website (including ‘Get Involved’ website)Council’s Website (including ‘Get Involved’ website)Council’s Website (including ‘Get Involved’ website)Council’s Website (including ‘Get Involved’ website)

- Residents aged 65 plus years are significantly more likely to use newspapersnewspapersnewspapersnewspapers


- Residents aged 18 to 49 years are more likely to use videovideovideovideo compared to those

aged 50 years and over.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - Residents that do not own property are more likely to use social mediasocial mediasocial mediasocial media and

videovideovideovideo compared to property owners.

49

Residents were asked to indicate which option was their most preferred method of receiving

information and communication from Council.

The most preferred method of receiving information from Council is email (including newsletters)email (including newsletters)email (including newsletters)email (including newsletters),

with one in three residents (32%) preferring this method. This is followed by direct maildirect maildirect maildirect mail (26%) and

social media (e.g. Facebook, Twitter, LinkedIn)social media (e.g. Facebook, Twitter, LinkedIn)social media (e.g. Facebook, Twitter, LinkedIn)social media (e.g. Facebook, Twitter, LinkedIn) (14%).

Figure Figure Figure Figure 7777....2222 Most preferred method of receiving informationMost preferred method of receiving informationMost preferred method of receiving informationMost preferred method of receiving information


Table Table Table Table 7777....2222 Most preferred method of receiving information Most preferred method of receiving information Most preferred method of receiving information Most preferred method of receiving information –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis



AgeAgeAgeAge

- A significantly higher proportion of residents aged 65 plus years prefer directdirectdirectdirect

mailmailmailmail.

- Residents aged 18 to 49 years prefer social mediasocial mediasocial mediasocial media significantly more than

residents aged 50 years and over.

- Residents aged 50 to 64 years prefer radioradioradioradio significantly more than residents

aged 65 plus years.


- A significantly higher proportion of residents that own property prefer emailemailemailemail

(including newsletters)(including newsletters)(including newsletters)(including newsletters) and direct maildirect maildirect maildirect mail.

- A significantly higher proportion of residents that do not own property prefer

social media and social media and social media and social media and radioradioradioradio....

32%

26%

14%

12%

6%

4%

3%

1%

0%

2%

1%

Email (including Newsletters)

Direct mail

Social Media

Radio

Councils Website (inc. Get Involved website)

Television

Newspapers

Community Noticeboards

Video

Other

I don't know

50

Further SegmentationFurther SegmentationFurther SegmentationFurther Segmentation

There are differences in preferences when simultaneously analysing by age and gender.

Email (including Newsletters) Email (including Newsletters) Email (including Newsletters) Email (including Newsletters) is one of the top two preferences among all age groups across both

genders. For both male and female residents aged under 50 years, socialsocialsocialsocial mediamediamediamedia is the other main

preference. For male residents aged 50 years and over direct maildirect maildirect maildirect mail is the other top preference. This

is consistent for female residents aged 65 plus years but those aged 50 to 64 years also prefer

social media. social media. social media. social media.

Table Table Table Table 7777....3333 Most preferred method of receiving information Most preferred method of receiving information Most preferred method of receiving information Most preferred method of receiving information –––– Further Segmentation Further Segmentation Further Segmentation Further Segmentation

GenderGenderGenderGender AgeAgeAgeAge Preferred MethodsPreferred MethodsPreferred MethodsPreferred Methods

MMMMaaaalelelele

18 to 3418 to 3418 to 3418 to 34 1 – Social Media

2 – Email (including Newsletters)

3 – Radio

35 to 4935 to 4935 to 4935 to 49 1 – Email (including Newsletters)

2 – Social Media

3 – Direct mail


2 – Direct mail

3 – Radio

65+65+65+65+ 1 – Direct mail


3 – Television


FemaleFemaleFemaleFemale


2 – Social Media

3 - Council’s Website

35 to 4935 to 4935 to 4935 to 49 1 – Social Media


3 – Direct mail

50 to 6450 to 6450 to 6450 to 64 1 - Email (including Newsletters)

2 – Social Media

3 – Direct mail

65+65+65+65+ 1 – Direct mail

2 - Email (including Newsletters)

3 – Radio

51

7.2 Methods of engaging with Council decision making

Residents were asked to rate their likelihood of using methods to engage with and ‘have their say’

on Council decision making using a five-point scale where 1 meant ‘not at all likely’ and 5 meant

‘very likely’.

The method with the highest average likelihood rating is speak with a Customer Service personspeak with a Customer Service personspeak with a Customer Service personspeak with a Customer Service person

(3.3). The method with the highest proportion of residents likely to use it (4 or 5) is emailemailemailemail (48%).

Residents are least likely to use the live chat function on Council’s websitelive chat function on Council’s websitelive chat function on Council’s websitelive chat function on Council’s website (1.9) and face to face face to face face to face face to face

or or or or vvvvirtual irtual irtual irtual mmmmeetingseetingseetingseetings (2.5).

Figure Figure Figure Figure 7777....3333 Likelihood of using methods to Likelihood of using methods to Likelihood of using methods to Likelihood of using methods to engage with Council engage with Council engage with Council engage with Council


Table Table Table Table 7777....4444 Likelihood of using methods Likelihood of using methods Likelihood of using methods Likelihood of using methods to to to to engage with Councilengage with Councilengage with Councilengage with Council –––– Subgroup AnalysisSubgroup AnalysisSubgroup AnalysisSubgroup Analysis


GenderGenderGenderGender - Female residents are significantly more likely to use emailemailemailemail.

AgeAgeAgeAge

- Residents aged 35 to 64 years are significantly more likely to use emailemailemailemail

compared to other residents.

- Residents aged 65 plus years are significantly less likely to use online surveysonline surveysonline surveysonline surveys

and the live chat function on Council’s website live chat function on Council’s website live chat function on Council’s website live chat function on Council’s website compared to other residents.

- Residents aged 65 plus years are significantly more likely to use direct maildirect maildirect maildirect mail

compared to other residents.


3%

3%

4%

3%

4%

5%

20%

29%

35%

41%

49%

73%

33%

20%

21%

17%

22%

9%

44%

48%

41%

39%

25%

13%

Speak with a Customer Service person

Email

Online surveys

Direct mail

Face to Face or Virtual Meetings

Use live chat function on Council's website

Can't say Not likely (1-2) Neutral (3) Likely (4-5)

3.3

3.2

3.0

2.9

2.5

1.9


52

Residents were asked to indicate which option was their most preferred method of receiving

engaging with Council decision making.

The most preferred method of engaging with Council decision making is via emailemailemailemail (32%). This is

followed by speaking with a Customer Service person speaking with a Customer Service person speaking with a Customer Service person speaking with a Customer Service person (18%) and direct maildirect maildirect maildirect mail (17%).

Figure Figure Figure Figure 7777....4444 Most preferred method of Most preferred method of Most preferred method of Most preferred method of engagengagengagengaging ing ing ing with Councilwith Councilwith Councilwith Council


Table Table Table Table 7777....5555 Most preferred method of Most preferred method of Most preferred method of Most preferred method of engagengagengagengaging ing ing ing with Councilwith Councilwith Councilwith Council –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis

SubgroupSubgroupSubgroupSubgroup Significant DifferenSignificant DifferenSignificant DifferenSignificant Differencescescesces


- A significantly higher proportion of female residents prefer direct maildirect maildirect maildirect mail.

- A significantly higher proportion of male residents prefer face to face or virtualface to face or virtualface to face or virtualface to face or virtual

meetingsmeetingsmeetingsmeetings.

AgeAgeAgeAge

- A significantly higher proportion of residents aged 65 plus years prefer directdirectdirectdirect

mailmailmailmail.

- A significantly higher proportion of residents aged 35 to 49 years prefer onlineonlineonlineonline

surveyssurveyssurveyssurveys compared to those aged 65 plus years.


32%

18%

17%

12%

9%

4%

3%

5%

Email

Speak with a Customer Service person

Direct mail

Face to Face or Virtual Meetings

Online surveys

Use live chat function on Councils website

Other

I don't know

53

Further SegmFurther SegmFurther SegmFurther Segmentationentationentationentation

There are differences in preferences when simultaneously analysing by age and gender.

EmailEmailEmailEmail is the top preference among residents aged 18 to 64 years across both genders. Male

residents aged 65 plus years and female residents aged 18 to 34 years and 65 plus years also

prefer direct maildirect maildirect maildirect mail. One of the top three preferences among all groups is speakspeakspeakspeaking with a Customer ing with a Customer ing with a Customer ing with a Customer

Service personService personService personService person.

Table Table Table Table 7777....6666 Most preferred method of Most preferred method of Most preferred method of Most preferred method of engagengagengagengaging ing ing ing with Councilwith Councilwith Councilwith Council –––– Further Segmentation Further Segmentation Further Segmentation Further Segmentation


MMMMaaaalelelele

18 to 3418 to 3418 to 3418 to 34 1 – Email

2 – Speak with a Customer Service person

3 – Face to Face or Virtual Meetings

35 to 4935 to 4935 to 4935 to 49 1 – Email



50 to 6450 to 6450 to 6450 to 64 1 – Email



65+65+65+65+ 1 – Direct mail

2 – Email



FemaleFemaleFemaleFemale

18 to 3418 to 3418 to 3418 to 34 1 – Email

2 – Direct mail

3 - Speak with a Customer Service person

35 to 4935 to 4935 to 4935 to 49 1 – Email

2 – Online surveys


50 to 6450 to 6450 to 6450 to 64 1 – Email


3 – Online surveys

65+65+65+65+ 1 – Direct mail

2 – Email


54

8 HAPPINESS INDEX

Residents were asked to rate their satisfaction with aspects of their personal wellbeing using a

five-point scale where 1 meant ‘very dissatisfied’ and 5 meant ‘very satisfied’.

All attributes recorded high average satisfaction ratings. Residents are most satisfied with their

personal relatpersonal relatpersonal relatpersonal relationshipsionshipsionshipsionships (4.4).

Figure Figure Figure Figure 8888....1111 Happiness IndexHappiness IndexHappiness IndexHappiness Index


Table Table Table Table 8888....1111 Happiness Index Happiness Index Happiness Index Happiness Index –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis



- Female residents are more satisfied with the following attributes:

- Your life as a wholeYour life as a wholeYour life as a wholeYour life as a whole

- Feeling part of your communityFeeling part of your communityFeeling part of your communityFeeling part of your community

AgeAgeAgeAge

- Residents aged 65 plus years are more satisfied with the following attributes

compared to those aged 65 plus years:

- Your personal relationships

- How safe you feel

- Your standard of living

- Your life as a whole

- Residents aged 18 to 34 years and 65 plus years are more satisfied with youryouryouryour

future secfuture secfuture secfuture security.urity.urity.urity.

- Residents aged 18 to 34 years are more satisfied with your healthyour healthyour healthyour health than

residents aged 65 plus years.

- Residents aged 65 plus years are more satisfied with feeling part of yourfeeling part of yourfeeling part of yourfeeling part of your

communitycommunitycommunitycommunity than residents aged 18 to 34 years.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - Property are more satisfied with your life as a wholeyour life as a wholeyour life as a wholeyour life as a whole.

2%

2%

1%

2%

6%

5%

7%

8%

7%

12%

10%

12%

15%

16%

12%

13%

91%

85%

89%

86%

76%

79%

80%

78%

Your personal relationships

How safe you feel

Your standard of living

Your life as a whole

Your future security

What you are currently achieving in life

Your health

Feeling part of your community


4.4

4.3

4.3

4.3

4.1

4.1

4.1

4.1


55

Average satisfaction with seven of the eight aspect of personal wellbeing are in-line with 2018

results.

There has been a statistically significant increase in average satisfaction with feeling part of your feeling part of your feeling part of your feeling part of your

communitycommunitycommunitycommunity (up 0.2 pts to 4.1).

The Personal Wellbeing IndexPersonal Wellbeing IndexPersonal Wellbeing IndexPersonal Wellbeing Index for residents of Shoalhaven City Council has increased 1.5 pts since

2018 and remains above the national standard (75.7).

Table Table Table Table 8888....2222 Happiness Index Happiness Index Happiness Index Happiness Index –––– Internal Benchmarks Internal Benchmarks Internal Benchmarks Internal Benchmarks

Happiness IndexHappiness IndexHappiness IndexHappiness Index 2014201420142014 2015201520152015 2016201620162016 2017201720172017 2018201820182018 2020202020202020 Significant Significant Significant Significant



Your personal

relationships 4.3 4.3 4.4 4.4 4.4 4.4

How safe you feel 4.2 4.2 4.3 4.3 4.2 4.3

Your standard of living 4.2 4.3 4.4 4.4 4.3 4.3

Your life as a whole 4.2 4.3 4.3 4.3 4.3 4.3

Your future security 3.9 3.9 4.0 4.0 4.0 4.1

What you are currently

achieving in life 4.0 4.0 4.1 4.1 4.1 4.1

Your health 3.9 4.0 4.0 4.0 4.0 4.1

Feeling part of your

community 4.0 4.0 4.1 4.1 3.9 4.1

Personal Wellbeing Personal Wellbeing Personal Wellbeing Personal Wellbeing

IndexIndexIndexIndex 81.581.581.581.5 82.582.582.582.5 83.683.683.683.6 84.184.184.184.1 83.183.183.183.1 84.684.684.684.6 -

56

Speaking to a neighbour Speaking to a neighbour Speaking to a neighbour Speaking to a neighbour

Residents were asked how often they speak to a neighbour or someone in their street.

Eighty-four percent (84%) of residents speak to a neighbour weeklyweeklyweeklyweekly. Results are generally in-line

with 2018.

Figure Figure Figure Figure 8888....2222 Frequency of speaking to a neighbour or someone in the street Frequency of speaking to a neighbour or someone in the street Frequency of speaking to a neighbour or someone in the street Frequency of speaking to a neighbour or someone in the street


Table Table Table Table 8888....3333 Frequency of speaking to a neighbour Frequency of speaking to a neighbour Frequency of speaking to a neighbour Frequency of speaking to a neighbour –––– Subgroup Analysis Subgroup Analysis Subgroup Analysis Subgroup Analysis



AgeAgeAgeAge - A significantly higher proportion of residents aged 65 plus years speak to a

neighbour weeklyweeklyweeklyweekly.

Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership - A significantly higher proportion of residents that do not own property speak to

a neighbour fortnightlyfortnightlyfortnightlyfortnightly, at least once a yearat least once a yearat least once a yearat least once a year or nevernevernevernever.

Table Table Table Table 8888....4444 Frequency of speaking to a neighbour Frequency of speaking to a neighbour Frequency of speaking to a neighbour Frequency of speaking to a neighbour –––– Comparison with 2018Comparison with 2018Comparison with 2018Comparison with 2018


Weekly 83% 84%

Fortnightly 5% 6%

Monthly 7% 5%



Never 2% 3%

84%

6%

5%

1%

1%

3%

Weekly

Fortnightly

Monthly

Every six months


Never


3.83.83.83.8

57

APPENDIX 1 – SUBGROUP ANALYSIS

Overall SatisfactionOverall SatisfactionOverall SatisfactionOverall Satisfaction

Overall satisfaction with the Overall satisfaction with the Overall satisfaction with the Overall satisfaction with the performance of performance of performance of performance of Shoalhaven CityShoalhaven CityShoalhaven CityShoalhaven City CouncilCouncilCouncilCouncil

Overall SatisfactionOverall SatisfactionOverall SatisfactionOverall Satisfaction TotalTotalTotalTotal

GenderGenderGenderGender AgeAgeAgeAge

MaleMaleMaleMale FemaleFemaleFemaleFemale 18 to 3418 to 3418 to 3418 to 34 35 to 4935 to 4935 to 4935 to 49 50 to 6450 to 6450 to 6450 to 64 65+65+65+65+

Dissatisfied (1-2) 15% 16% 15% 15% 21% 18% 10%

Neutral (3) 37% 39% 35% 45% 32% 44% 29%

Satisfied (4-5) 44% 43% 46% 40% 42% 36% 55%

Can’t say 4% 2% 5% ---- 4% 2% 7%

Average SatisfactionAverage SatisfactionAverage SatisfactionAverage Satisfaction 3.33.33.33.3 3.33.33.33.3 3.43.43.43.4 3.33.33.33.3 3.23.23.23.2 3.23.23.23.2 3.63.63.63.6

Overall SatisfactionOverall SatisfactionOverall SatisfactionOverall Satisfaction TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns

propertypropertypropertyproperty

Does not Does not Does not Does not

own own own own

Dissatisfied (1-2) 15% 15% 17%

Neutral (3) 37% 40% 27%

Satisfied (4-5) 44% 41% 56%

Can’t say 4% 5% ----

Average SatisfactionAverage SatisfactionAverage SatisfactionAverage Satisfaction 3.33.33.33.3 3.33.33.33.3 3.53.53.53.5

Has any issue strongly influenced your view, either in a positive or negative way?Has any issue strongly influenced your view, either in a positive or negative way?Has any issue strongly influenced your view, either in a positive or negative way?Has any issue strongly influenced your view, either in a positive or negative way?

Has any issue strongly Has any issue strongly Has any issue strongly Has any issue strongly

influenced your view?influenced your view?influenced your view?influenced your view? TotalTotalTotalTotal



Yes – Positive 15% 17% 14% 16% 20% 17% 11%

Yes – Negative 29% 31% 27% 26% 31% 36% 23%

No 56% 52% 59% 58% 49% 46% 66%

Has any issue strongly Has any issue strongly Has any issue strongly Has any issue strongly

influenced your view?influenced your view?influenced your view?influenced your view? TotalTotalTotalTotal


Owns Owns Owns Owns



own own own own

Yes – Positive 15% 14% 21%

Yes – Negative 29% 34% 14%

No 56% 53% 65%


58

Frequency of hearing a negative story or comment about CouncilFrequency of hearing a negative story or comment about CouncilFrequency of hearing a negative story or comment about CouncilFrequency of hearing a negative story or comment about Council

Frequency of hearing a Frequency of hearing a Frequency of hearing a Frequency of hearing a

negative story or negative story or negative story or negative story or

comment about Councilcomment about Councilcomment about Councilcomment about Council

TotalTotalTotalTotal


MaleMaleMaleMale FemaleFemaleFemaleFemale 18 18 18 18 to 34to 34to 34to 34 35 to 4935 to 4935 to 4935 to 49 50 to 6450 to 6450 to 6450 to 64 65+65+65+65+

Daily 8% 9% 8% 8% 8% 13% 4%

Weekly 21% 23% 20% 28% 32% 18% 14%

Monthly 27% 25% 29% 19% 25% 25% 35%

Yearly 19% 18% 21% 16% 12% 25% 20%

Never 16% 17% 16% 19% 14% 12% 19%

I don't know 8% 9% 7% 10% 9% 6% 8%

Frequency of hearing a Frequency of hearing a Frequency of hearing a Frequency of hearing a

negative story or negative story or negative story or negative story or

comment about Councilcomment about Councilcomment about Councilcomment about Council



Owns Owns Owns Owns



ownownownown

Daily 8% 10% 3%

Weekly 21% 23% 18%

Monthly 27% 26% 29%

Yearly 19% 21% 12%

Never 16% 13% 27%

I don't know 8% 7% 11%

59

Council Services & FacilitiesCouncil Services & FacilitiesCouncil Services & FacilitiesCouncil Services & Facilities

Sustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environmentsSustainable, liveable environments

Sustainable, liveable Sustainable, liveable Sustainable, liveable Sustainable, liveable

environmentsenvironmentsenvironmentsenvironments TotalTotalTotalTotal



Maintenance of beaches and

dunes 3.6 3.5 3.7 3.8 3.6 3.5 3.6

Appearance of towns and

villages 3.5 3.3 3.7 3.3 3.5 3.5 3.7

Management of stormwater

and drainage 3.4 3.4 3.3 3.5 3.4 3.2 3.5

Provision of car parks 3.3 3.3 3.2 3.6 3.1 3.2 3.2

Management of street trees 3.2 3.1 3.3 3.2 3.3 3.2 3.1


Shoalhaven's natural

environment

3.2 3.2 3.1 3.2 3.2 3.1 3.3

Making the most of our

waterfronts 3.1 3.2 3.0 3.1 2.8 3.0 3.4

Provision of footpaths 3.1 3.3 3.0 3.4 3.2 3.1 3.0


lakes and estuaries 3.1 3.1 3.2 3.2 3.2 3.0 3.2

Environmental protection

and enforcement 3.1 3.1 3.1 3.2 3.0 2.9 3.2

Provision of cycleways 3.0 3.0 3.0 3.0 3.0 2.9 3.0

Compliance and enforcement

of development 3.0 3.0 2.9 3.2 2.8 2.8 3.0

Strategic land use and town

planning for Shoalhaven 2.8 2.8 2.8 2.6 2.6 2.8 3.0

Maintenance of unsealed

local roads 2.7 2.6 2.8 2.9 2.6 2.6 2.7

Efficient processing of

development applications 2.6 2.5 2.7 2.7 2.3 2.5 2.9

Maintenance of sealed local

roads 2.5 2.5 2.6 2.2 2.4 2.6 2.7

60

Sustainable, Sustainable, Sustainable, Sustainable, liveable liveable liveable liveable

environmentsenvironmentsenvironmentsenvironments TotalTotalTotalTotal


Owns Owns Owns Owns



ownownownown

Maintenance of beaches and

dunes 3.6 3.6 3.8

Appearance of towns and

villages 3.5 3.5 3.6

Management of stormwater

and drainage 3.4 3.3 3.5

Provision of car parks 3.3 3.2 3.6

Management of street trees 3.2 3.1 3.6


Shoalhaven's natural

environment

3.2 3.1 3.4

Making the most of our

waterfronts 3.1 3.0 3.5

Provision of footpaths 3.1 3.0 3.5


lakes and estuaries 3.1 3.1 3.3

Environmental protection

and enforcement 3.1 3.0 3.3

Provision of cycleways 3.0 2.9 3.1

Compliance and enforcement

of development 3.0 2.9 3.3

Strategic land use and town

planning for Shoalhaven 2.8 2.7 2.9

Maintenance of unsealed

local roads 2.7 2.6 2.9

Efficient processing of

development applications 2.6 2.5 3.0

Maintenance of sealed local

roads 2.5 2.5 2.6

61

Prosperous communitiesProsperous communitiesProsperous communitiesProsperous communities

Prosperous communitiesProsperous communitiesProsperous communitiesProsperous communities TotalTotalTotalTotal



Promotion of tourism 3.7 3.6 3.8 3.5 3.7 3.9 3.8

Appearance of CBD's (major

town centres) 3.1 3.1 3.1 3.0 3.1 3.0 3.3

Promoting economic

development (i.e. jobs

growth)

2.9 2.9 2.8 2.6 2.8 2.9 3.0

Prosperous communitiesProsperous communitiesProsperous communitiesProsperous communities TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns



ownownownown

Promotion of tourism 3.7 3.7 3.8

Appearance of CBD's (major

town centres) 3.1 3.0 3.3

Promoting economic

development (i.e. jobs

growth) 2.9 2.9 2.7

62

Responsible governance Responsible governance Responsible governance Responsible governance

Responsible governanceResponsible governanceResponsible governanceResponsible governance TotalTotalTotalTotal



Shoalhaven Entertainment

Centre 4.1 4.0 4.3 4.2 4.2 4.0 4.2

Swimming pools 4.1 4.0 4.1 4.2 4.0 3.9 4.1

Cemeteries 3.9 4.0 3.9 4.1 3.8 3.7 4.0

Sporting fields 3.9 3.9 3.9 4.1 3.8 3.8 4.0

Community buildings and

halls 3.7 3.6 3.8 3.8 3.6 3.6 3.8

Parks, playgrounds and

reserves 3.7 3.7 3.7 3.6 3.6 3.6 3.8

Council's customer service 3.6 3.6 3.7 3.6 3.5 3.5 3.9

Public toilets 3.2 3.2 3.1 3.0 3.3 3.1 3.3

Informing the community of

Council decisions, activities

and services

3.1 3.1 3.2 3.2 3.0 3.0 3.3

Opportunities to participate

in Council decision making

processes

2.9 2.9 3.0 2.9 2.9 2.8 3.1

Elected Council decision

making 2.8 2.7 2.9 3.0 2.7 2.6 3.0

Council's actions are in-line

with community

expectations 2.8 2.8 2.8 2.6 2.7 2.7 3.0

Responsible governanceResponsible governanceResponsible governanceResponsible governance TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns



ownownownown

Shoalhaven Entertainment

Centre 4.1 4.2 4.1

Swimming pools 4.1 4.0 4.1

Cemeteries 3.9 3.9 3.9

Sporting fields 3.9 3.8 4.1

Community buildings and

halls 3.7 3.7 3.7

Parks, playgrounds and

reserves 3.7 3.6 3.9

Council's customer service 3.6 3.6 3.7

Public toilets 3.2 3.1 3.3

Informing the community of

Council decisions, activities

and services

3.1 3.1 3.3

Opportunities to participate

in Council decision making

processes

2.9 2.9 2.9

Elected Council decision

making 2.8 2.8 2.9

Council's actions are in-line

with community

expectations

2.8 2.7 2.9

63

Frequency of using a Council facilityFrequency of using a Council facilityFrequency of using a Council facilityFrequency of using a Council facility

Frequency of Frequency of Frequency of Frequency of using a using a using a using a

Council facilityCouncil facilityCouncil facilityCouncil facility TotalTotalTotalTotal



Weekly 52% 51% 53% 56% 67% 52% 41%

Fortnightly 11% 12% 10% 15% 7% 11% 11%

Monthly 17% 16% 18% 23% 12% 16% 17%

Every six months 6% 8% 5% - 7% 7% 9%

At least once a year 5% 6% 4% 7% 4% 3% 6%

Never 8% 6% 10% - 3% 9% 15%

Frequency of using a Frequency of using a Frequency of using a Frequency of using a

Council facilityCouncil facilityCouncil facilityCouncil facility TotalTotalTotalTotal


Owns Owns Owns Owns



ownownownown

Weekly 52% 50% 60%

Fortnightly 11% 8% 20%

Monthly 17% 21% 5%

Every six months 6% 8% 2%

At least once a year 5% 5% 5%

Never 8% 8% 7%

64

Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities Resilient, safe and inclusive communities

Resilient, safe and Resilient, safe and Resilient, safe and Resilient, safe and

inclusive communitiesinclusive communitiesinclusive communitiesinclusive communities TotalTotalTotalTotal



Library services 4.3 4.2 4.4 4.3 4.3 4.2 4.5

Operation of sewerage and

quality water service 4.2 4.3 4.2 4.3 4.1 4.1 4.3

Solid waste and recycling

collection - wheelie bin

service

4.1 4.1 4.0 4.1 3.9 3.9 4.2

Hygiene standards of retail

food markets 4.1 4.0 4.1 4.0 4.0 4.0 4.2

Shoalhaven Regional Gallery

Nowra 4.0 3.9 4.1 4.0 3.8 4.1 4.1

Disaster response in the

Shoalhaven 3.9 3.9 3.9 3.7 3.9 3.8 4.1


management 3.7 3.7 3.7 3.7 3.8 3.6 3.7

Landfill and resource

recovery services - waste

depots

3.7 3.6 3.7 3.5 3.6 3.6 3.8

Types of events in the

Shoalhaven 3.6 3.5 3.7 3.3 3.5 3.7 3.8

Council's support of events in

the Shoalhaven 3.5 3.5 3.6 3.4 3.5 3.6 3.7

Facilities and services for the

disabled 3.5 3.6 3.3 3.5 3.2 3.4 3.7

Resilient, safe and Resilient, safe and Resilient, safe and Resilient, safe and

inclusive communitiesinclusive communitiesinclusive communitiesinclusive communities TotalTotalTotalTotal


Owns Owns Owns Owns



ownownownown


Operation of sewerage and

quality water service 4.2 4.2 4.2

Solid waste and recycling

collection - wheelie bin

service

4.1 4.1 4.0

Hygiene standards of retail

food markets 4.1 4.1 4.0

Shoalhaven Regional Gallery

Nowra 4.0 4.0 4.0

Disaster response in the



management 3.7 3.7 3.6

Landfill and resource

recovery services - waste

depots

3.7 3.6 3.7

Types of events in the


Council's support of events in

the Shoalhaven 3.5 3.5 3.6

Facilities and services for the

disabled 3.5 3.4 3.5


65

Frequency of taking part in Shoalhaven eventsFrequency of taking part in Shoalhaven eventsFrequency of taking part in Shoalhaven eventsFrequency of taking part in Shoalhaven events

Frequency of taking part Frequency of taking part Frequency of taking part Frequency of taking part

in Shoalhaven eventsin Shoalhaven eventsin Shoalhaven eventsin Shoalhaven events TotalTotalTotalTotal



Weekly 5% 5% 5% - 9% 5% 5%

Fortnightly 4% 4% 4% 3% 8% 3% 3%

Monthly 29% 24% 35% 32% 27% 43% 18%

Every six months 29% 33% 25% 30% 37% 29% 24%

At least once a year 19% 21% 17% 15% 12% 17% 26%

Never 14% 14% 15% 19% 8% 4% 23%

Frequency of taking part Frequency of taking part Frequency of taking part Frequency of taking part

in Shoalhaven eventsin Shoalhaven eventsin Shoalhaven eventsin Shoalhaven events TotalTotalTotalTotal


Owns Owns Owns Owns



ownownownown

Weekly 5% 5% 4%


Monthly 29% 29% 31%

Every six months 29% 30% 27%

At least once a year 19% 22% 7%

Never 14% 11% 24%

66

Contact with CouncilContact with CouncilContact with CouncilContact with Council

Recent contact with CouncilRecent contact with CouncilRecent contact with CouncilRecent contact with Council

Recent contact with Recent contact with Recent contact with Recent contact with

CouncilCouncilCouncilCouncil TotalTotalTotalTotal



Within the last week 13% 11% 14% 4% 19% 18% 9%

Within the last month 8% 8% 8% - 14% 12% 7%

Within the last three months 8% 9% 7% 8% 6% 9% 9%

Within the last six months 7% 7% 7% 7% 8% 6% 7%

Longer than six months ago 19% 21% 17% 15% 18% 21% 21%

Never 15% 14% 16% 24% 17% 8% 13%

Can't recall 30% 30% 31% 43% 18% 26% 34%

Recent contact with Recent contact with Recent contact with Recent contact with

CouncilCouncilCouncilCouncil TotalTotalTotalTotal


Owns Owns Owns Owns



ownownownown

Within the last week 13% 16% 2%

Within the last month 8% 9% 4%

Within the last three months 8% 9% 4%

Within the last six months 7% 9% -

Longer than six months ago 19% 20% 16%

Never 15% 9% 34%

Can't recall 30% 27% 40%

Satisfaction with customer servicesSatisfaction with customer servicesSatisfaction with customer servicesSatisfaction with customer services

Satisfaction with Satisfaction with Satisfaction with Satisfaction with

customer servicescustomer servicescustomer servicescustomer services TotalTotalTotalTotal



The timeliness in Council

responding to your request 3.5 3.3 3.7 2.7 3.4 3.6 3.8

The overall performance of

Council in dealing with your

request

3.5 3.3 3.6 2.7 3.4 3.5 3.8

Satisfaction with Satisfaction with Satisfaction with Satisfaction with

customer servicescustomer servicescustomer servicescustomer services TotalTotalTotalTotal


Owns Owns Owns Owns



ownownownown

The timeliness in Council

responding to your request 3.5 3.5 3.6

The overall performance of

Council in dealing with your

request

3.5 3.4 3.9

67

Community LivingCommunity LivingCommunity LivingCommunity Living

Community LivingCommunity LivingCommunity LivingCommunity Living TotalTotalTotalTotal



Shoalhaven is a liveable city 4.1 4.1 4.1 4.1 4.1 3.9 4.3

Shoalhaven is a vibrant city 3.4 3.4 3.4 3.3 3.3 3.4 3.6

Community LivingCommunity LivingCommunity LivingCommunity Living TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns



ownownownown

Shoalhaven is a liveable city 4.1 4.1 4.3

Shoalhaven is a vibrant city 3.4 3.3 3.7

Frequency of Frequency of Frequency of Frequency of walking for recreation, exercise or transportwalking for recreation, exercise or transportwalking for recreation, exercise or transportwalking for recreation, exercise or transport

Frequency of walking for Frequency of walking for Frequency of walking for Frequency of walking for

recreation, exercise or recreation, exercise or recreation, exercise or recreation, exercise or

transporttransporttransporttransport




None 14% 17% 11% 10% 12% 11% 19%

Once 10% 11% 8% 14% 10% 7% 9%

Twice 8% 8% 8% 16% 8% 5% 6%

Three times 9% 11% 7% - 12% 12% 10%

Four times 6% 4% 8% 8% 5% 8% 5%

Five times 11% 7% 15% 17% 9% 11% 8%

More than 5 times 40% 39% 41% 36% 43% 45% 37%

N/A 3% 3% 2% - 3% 2% 6%

Frequency of walking for Frequency of walking for Frequency of walking for Frequency of walking for

recreation, exercise or recreation, exercise or recreation, exercise or recreation, exercise or

transporttransporttransporttransport



Owns Owns Owns Owns



ownownownown

None 14% 14% 12%

Once 10% 8% 16%

Twice 8% 8% 9%

Three times 9% 11% 3%

Four times 6% 6% 5%

Five times 11% 11% 11%

More than 5 times 40% 39% 44%

N/A 3% 3% 0.6%

68

Total time spent walking in the last weekTotal time spent walking in the last weekTotal time spent walking in the last weekTotal time spent walking in the last week

Total time spent walking Total time spent walking Total time spent walking Total time spent walking

in the last weekin the last weekin the last weekin the last week TotalTotalTotalTotal



10-20 minutes 6% 6% 7% 4% 7% 6% 9%

21-30 minutes 4% 8% 0.3% 8% 4% 2% 3%

31-40 minutes 2% 3% 1% - 2% 5% 1%

41-50 minutes 3% 2% 4% 5% 4% 2% 2%

51-60 minutes 7% 6% 8% 13% 6% 4% 7%

1-2 hours 18% 19% 17% 17% 14% 20% 19%

Over 2 hours 59% 56% 62% 54% 64% 61% 59%

Total time spent walking Total time spent walking Total time spent walking Total time spent walking

in the last weekin the last weekin the last weekin the last week TotalTotalTotalTotal

Property Property Property Property OwnershipOwnershipOwnershipOwnership

Owns Owns Owns Owns



ownownownown

10-20 minutes 6% 7% 4%

21-30 minutes 4% 2% 8%

31-40 minutes 2% 2% 2%

41-50 minutes 3% 2% 5%

51-60 minutes 7% 6% 12%

1-2 hours 18% 21% 10%

Over 2 hours 59% 59% 59%

69

Purpose of walksPurpose of walksPurpose of walksPurpose of walks

Purpose of walksPurpose of walksPurpose of walksPurpose of walks TotalTotalTotalTotal



Exercise 80% 77% 83% 80% 74% 80% 87%

Walking to shops 24% 21% 26% 27% 23% 22% 24%

Walking to workplace 11% 9% 12% 17% 20% 8% 2%

Walking the dog 9% 13% 6% 4% 14% 11% 9%

Walking children to school 5% 6% 4% 9% 11% 3% -

Work 3% 5% 1% 4% 5% 5% -

Walking children to park 2% 2% 3% - 4% 4% 0.6%

Gardening 1% 1% 2% - 2% 1% 2%

Walking to public transport 0.2% - 0.4% - 1% - -

Other 8% 13% 4% 8% 9% 10% 7%

None of the above 0.4% 0.8% - - 2% - -

Purpose of walksPurpose of walksPurpose of walksPurpose of walks TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns



ownownownown

Exercise 80% 82% 76%

Walking to shops 24% 21% 33%

Walking to workplace 11% 11% 11%

Walking the dog 9% 11% 5%

Walking children to school 5% 5% 6%

Work 3% 4% 2%

Walking children to park 2% 2% 3%

Gardening 1% 2% -

Walking to public transport 0.2% 0.3% -

Other 8% 8% 7%

None of the above 0.4% 0.5% -

70

Community Engagement Projects & Initiatives Community Engagement Projects & Initiatives Community Engagement Projects & Initiatives Community Engagement Projects & Initiatives

AwareAwareAwareAwarenessnessnessness of Councilof Councilof Councilof Council----run projects or initiatives in the Shoalhaven run projects or initiatives in the Shoalhaven run projects or initiatives in the Shoalhaven run projects or initiatives in the Shoalhaven

AwarenessAwarenessAwarenessAwareness TotalTotalTotalTotal



Aware of Council-run

projects or initiatives in the

Shoalhaven

34% 37% 31% 28% 41% 43% 27%

AwarenessAwarenessAwarenessAwareness TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns



ownownownown

Aware of Council-run

projects or initiatives in the

Shoalhaven

34% 39% 19%

Recalled community engagement projects and initiatives Recalled community engagement projects and initiatives Recalled community engagement projects and initiatives Recalled community engagement projects and initiatives

Recalled community Recalled community Recalled community Recalled community

engagement projects engagement projects engagement projects engagement projects

and initiativesand initiativesand initiativesand initiatives




Delivery Program and

Operational Plan (DPOP) 8% 13% 3% - 10% 14% 3%

A Strategic Planning

document (e.g. Local

Environment Plan, Local

Strategic Planning

Statement)

5% 4% 6% - 10% 5% 4%

Tourist and Visitor

Accommodation and Clause

2.8 (Temporary Use of Land)

Review

- - - - - - -

Other 49% 58% 38% 12% 51% 54% 63%

Can't name any 40% 29% 53% 88% 30% 30% 32%

Recalled community Recalled community Recalled community Recalled community

engagement projects engagement projects engagement projects engagement projects

and initiativesand initiativesand initiativesand initiatives



Owns Owns Owns Owns



ownownownown

Delivery Program and

Operational Plan (DPOP) 8% 9% -

A Strategic Planning

document (e.g. Local

Environment Plan, Local

Strategic Planning

Statement)

5% 5% 7%

Tourist and Visitor

Accommodation and Clause

2.8 (Temporary Use of Land)

Review

- - -

Other 49% 51% 33%

Can't name any 40% 36% 69%

71

ParticipatParticipatParticipatParticipationionionion in community engagement projects or initiativesin community engagement projects or initiativesin community engagement projects or initiativesin community engagement projects or initiatives

Participation Participation Participation Participation TotalTotalTotalTotal



Participated in community

engagement projects or

initiatives 26% 28% 24% - 23% 42% 26%

ParticipationParticipationParticipationParticipation TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns



ownownownown

Participated in community

engagement projects or

initiatives

26% 28% 13%

72

Communication & EngagementCommunication & EngagementCommunication & EngagementCommunication & Engagement

Likelihood of using methods to receive information from CouncilLikelihood of using methods to receive information from CouncilLikelihood of using methods to receive information from CouncilLikelihood of using methods to receive information from Council

Likelihood of using Likelihood of using Likelihood of using Likelihood of using

methods to receive methods to receive methods to receive methods to receive

information from Councilinformation from Councilinformation from Councilinformation from Council




Direct mail 3.4 3.4 3.4 2.9 3.3 3.3 3.8

Email (including Newsletters) 3.2 3.2 3.3 3.5 3.5 3.3 2.8

Radio 3.1 3.0 3.1 3.1 3.3 3.1 2.9

Television 2.9 2.9 2.9 2.7 2.8 2.9 3.0

Social Media (e.g. Facebook,

Twitter, LinkedIn) 2.8 2.7 2.9 3.9 3.3 2.8 1.8

Newspapers 2.3 2.3 2.4 2.2 2.1 2.3 2.6

Council's Website (including

'Get Involved' website) 2.3 2.3 2.4 2.7 2.6 2.4 1.9


(e.g. Library, Facilities, CBD) 2.2 2.3 2.2 2.4 2.0 2.4 2.1

Video 1.8 1.9 1.7 2.3 2.1 1.5 1.5






Owns Owns Owns Owns



ownownownown

Direct mail 3.4 3.5 3.1

Email (including Newsletters) 3.2 3.2 3.3

Radio 3.1 3.0 3.3

Television 2.9 2.9 2.9


Twitter, LinkedIn) 2.8 2.6 3.4

Newspapers 2.3 2.2 2.7

Council's Website (including

'Get Involved' website) 2.3 2.3 2.3


(e.g. Library, Facilities, CBD) 2.2 2.1 2.5

Video 1.8 1.6 2.3

73

Preferred method of receiving information from CouncilPreferred method of receiving information from CouncilPreferred method of receiving information from CouncilPreferred method of receiving information from Council

Likelihood of Likelihood of Likelihood of Likelihood of using using using using






Email (including Newsletters) 32% 30% 33% 28% 29% 40% 29%

Direct mail 26% 28% 24% 8% 18% 22% 45%


Twitter, LinkedIn) 14% 11% 16% 27% 29% 7% 2%

Radio 12% 13% 10% 15% 12% 16% 6%

Councils Website (including

Get Involved website) 6% 4% 8% 12% 5% 6% 3%

Television 4% 5% 4% 7% 1% 4% 6%

Newspapers 3% 3% 2% - 2% 3% 4%


(e.g. Library, Facilities, CBD) 1% 2% 0.9% 3% - 1% 0.9%

Video - - - - - - -

Other 2% 2% 1% - 4% 2% 1%

I don't know 1% 1% 0.8% - - - 3%






Owns Owns Owns Owns



ownownownown

Email (including Newsletters) 32% 36% 19%

Direct mail 26% 30% 11%


Twitter, LinkedIn) 14% 9% 28%

Radio 12% 9% 22%

Councils Website (including

Get Involved website) 6% 6% 8%

Television 4% 4% 6%

Newspapers 3% 3% 1%


(e.g. Library, Facilities, CBD) 1% 0.8% 3%

Video - - -

Other 2% 2% 0.8%

I don't know 1% 1% 0.6%

74

Likelihood of using methods to engage with CouncilLikelihood of using methods to engage with CouncilLikelihood of using methods to engage with CouncilLikelihood of using methods to engage with Council


methods to engage with methods to engage with methods to engage with methods to engage with

CouncilCouncilCouncilCouncil




Speak with a Customer

Service person 3.3 3.3 3.3 3.1 3.4 3.4 3.2

Email 3.2 3.0 3.4 3.2 3.4 3.4 2.9

Online surveys 3.0 2.9 3.1 3.2 3.3 3.1 2.5

Direct mail 2.9 2.8 2.9 2.2 2.6 2.9 3.4

Face to Face or Virtual

Meetings 2.5 2.6 2.4 2.4 2.7 2.5 2.4

Use live chat function on

Council's website 1.9 1.8 1.9 2.2 2.1 1.9 1.4


methods to engage with methods to engage with methods to engage with methods to engage with

CouncilCouncilCouncilCouncil



Owns Owns Owns Owns



ownownownown


Service person 3.3 3.3 3.3

Email 3.2 3.2 3.1

Online surveys 3.0 3.0 3.0

Direct mail 2.9 3.0 2.5


Meetings 2.5 2.5 2.4


Council's website 1.9 1.8 2.0

75

Preferred method of engaging with CouncilPreferred method of engaging with CouncilPreferred method of engaging with CouncilPreferred method of engaging with Council

Preferred method of Preferred method of Preferred method of Preferred method of

engaging with Councilengaging with Councilengaging with Councilengaging with Council TotalTotalTotalTotal



Email 32% 29% 34% 43% 33% 33% 23%


Service person 18% 22% 14% 18% 15% 20% 19%

Direct mail 17% 13% 20% 9% 9% 9% 32%


Meetings 12% 16% 8% 10% 11% 15% 11%

Online surveys 9% 6% 12% 4% 18% 13% 5%


Councils website 4% 6% 3% 11% 5% 3% -

Other 3% 4% 2% 4% 6% 2%

I don't know 5% 3% 6% 4% 4% 2% 8%

Preferred method of Preferred method of Preferred method of Preferred method of

engaging engaging engaging engaging with Councilwith Councilwith Councilwith Council TotalTotalTotalTotal


Owns Owns Owns Owns



ownownownown

Email 32% 30% 37%


Service person 18% 17% 24%

Direct mail 17% 18% 12%


Meetings 12% 13% 9%

Online surveys 9% 9% 10%


Councils website 4% 4% 3%

Other 3% 3% 4%

I don't know 5% 6% 2%

76

Happiness IndexHappiness IndexHappiness IndexHappiness Index

Happiness IndexHappiness IndexHappiness IndexHappiness Index TotalTotalTotalTotal



Your personal relationships 4.4 4.4 4.5 4.5 4.3 4.3 4.6

How safe you feel 4.3 4.4 4.3 4.3 4.3 4.2 4.5

Your standard of living 4.3 4.3 4.4 4.4 4.1 4.2 4.6

Your life as a whole 4.3 4.2 4.4 4.3 4.1 4.2 4.5

Your future security 4.1 4.0 4.2 4.3 3.8 3.9 4.3


achieving in life 4.1 4.0 4.2 4.2 4.0 4.0 4.2

Your health 4.1 4.1 4.1 4.4 4.1 4.0 4.0


community 4.1 3.9 4.2 4.1 3.9 4.0 4.3

Happiness IndexHappiness IndexHappiness IndexHappiness Index TotalTotalTotalTotal Property OwnershipProperty OwnershipProperty OwnershipProperty Ownership

Owns Owns Owns Owns



ownownownown

Your personal relationships 4.4 4.5 4.3

How safe you feel 4.3 4.4 4.3

Your standard of living 4.3 4.4 4.3

Your life as a whole 4.3 4.4 4.1

Your future security 4.1 4.1 4.0


achieving in life 4.1 4.1 4.0

Your health 4.1 4.1 4.2


community 4.1 4.1 3.9

Frequency of speaking to a Frequency of speaking to a Frequency of speaking to a Frequency of speaking to a neighbour or someone in the streetneighbour or someone in the streetneighbour or someone in the streetneighbour or someone in the street

Frequency of speaking to Frequency of speaking to Frequency of speaking to Frequency of speaking to

a neighbour or someone a neighbour or someone a neighbour or someone a neighbour or someone

in the streetin the streetin the streetin the street




Weekly 84% 83% 85% 71% 87% 85% 90%

Fortnightly 6% 6% 5% 11% 5% 4% 4%

Monthly 5% 5% 5% 7% 3% 8% 3%

Every six months 1% 2% 0.7% - 1% 2% 1%

At least once a year 1% 1% 1% 3% 1% 1% -

Never 3% 4% 3% 8% 3% 1% 2%

Frequency of speaking to Frequency of speaking to Frequency of speaking to Frequency of speaking to

a neighbour or someone a neighbour or someone a neighbour or someone a neighbour or someone

in the streetin the streetin the streetin the street



Owns Owns Owns Owns



ownownownown

Weekly 84% 88% 69%


Monthly 5% 4% 7%

Every six months 1% 1% -

At least once a year 1% 0.4% 4%

Never 3% 2% 8%

Shoalhaven City Council

Documents

Transcript of Shoalhaven City Council