Agenda item

To examine the results of the most recent Residents Survey and the effectiveness of the new survey methodology in gauging a decisive indication of citizens’ views of the Council.

The Lead Member for Customers and Libraries introduced the report (previously circulated) informing the Committee of the key findings of the Residents Survey and gave them the opportunity to comment on the results.

The Lead Member explained that in 2011 the survey had been outsourced to consultants and whilst the response was excellent it had cost the Authority £25000. Subsequently in 2013 the survey had been circulated with County Voice, this was less expensive but there were fewer responses. The latest survey undertaken in 2015 had been circulated electronically and only resulted in 711 responses – less than the intended sample size of 1000. Whilst services had been using the information contained in the survey it was with a degree of reservation.

In the report author’s absence the Manager –Corporate Programme Office detailed the analysis of the survey results.  Officers advised that:

·         the response rate to the survey had been disappointingly low.  This was probably due to the fact that the exercise had been undertaken electronically (apart from those completed by schools) with a view to reducing costs;

·         it was important to bear in mind that the survey results measured people’s perceptions of the Council, which may at times contradict validated data on the Council’s performance; and

·         not all respondents had answered all questions, individuals tended to answer questions in relation to areas that were of most relevance to their personal circumstances.

Responding to members’ questions and observations officers:

·         acknowledged that restricting the survey to an electronic questionnaire had not realised the desired outcome.  Nevertheless the information gleaned from the responses received had provided the Council with valuable information which would help plan and improve service delivery;

·         advised that the next survey, due to be undertaken during 2017, would not be undertaken solely by electronic methods, other methods would also be used in order to make it easily accessible to all residents;

·         agreed that the contents and quality of the questions asked was of utmost importance;

·         highlighted the importance of recognising that the results measured peoples’ perceptions which might seem at odds with the Authority’s performance indicators

·         advised that the Head of Customers, Communication and Marketing was currently exploring options for a new Customer Relationship Management (CRM) System that would meet the majority of the Council’s needs;

·         undertook to discuss with the relevant officers why the ‘County Conversation’ exercise currently underway would not be holding a public event in Rhyl, and explore whether one could be arranged for the town; and

·         outlined the process that would follow-on from the ‘County Conversation’ exercise for the purpose of determining the ‘new’ Council’s corporate priorities and Corporate Plan.

Members emphasised the importance of the Council utilising all tools at its disposal for the purpose of seeking residents’ opinions and views on matters e.g. county councillors, residents groups etc.  as they could potentially reach out to various sectors of the community and seek their views.  Allowing residents to call in to civic offices etc. to complete questionnaires etc. may also help improve public interaction with future surveys. 

The Committee agreed that exercises such as residents surveys etc. benefitted greatly from careful planning – for them to be effective it was important for the organiser to determine what the organisation needed to know, why they needed to know it and for what purpose the information received would be used.

The Leader suggested that, as the term of the current Council would be coming to an end in May 2017, it may useful for all councillors to be interviewed prior to the election (a similar process to ‘exit’ interviews offered to staff) to seek their views on what areas they feel work well, which areas require improving and seek any ideas they may have for future improvement.  At the conclusion of the discussion it was:

Resolved: - subject to the above observations that –

(i)         a report be presented to the Committee in early 2017 outlining the proposed contents  and questions to be contained in the 2017 Residents Survey along with the methodology(ies) under consideration for undertaking the survey; and

(ii)        the Leader discuss with Group Leaders the feasibility of undertaking ‘exit style’ interviews with county councillors ahead of next year’s local authority elections for the purpose of seeking their views on what the Council does well and which areas would benefit from improvement