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D2 Community Survey CITY OF CHANHASSEN 7700 Market Bou levard PO Box 147 Chanhassen, MN 55317 Administration Phone: 952.227.1100 Fax: 952.227.1110 Building Inspections Phone: 952.227.1180 Fax: 952.2271190 Engineering Phone: 952.2271160 Fax: 952.227,1170 Finance Phone: 952.227.1140 Fax: 952,227.1110 Park & Recreation Phone: 952,227.1120 Fax: 952.227.1110 Recreation Center 2310 Coulter Boulevard Phone: 952.227.1400 Fax: 952.227.1404 Planning & Natural Resources Phone 952.227.1130 Fax: 952.227.1110 Public Works 1591 Park Road Phone: 952,227.1300 Fax: 952.227.1310 Senior Center Phone: 952,2271125 Fax: 952.227.1110 Web Site www.ci.chanhassen.mn.us ~- c?.. MEMORANDUM TO: Todd Gerhardt, City Manager FROM: Justin Miller, Assistant City Manager~~. January 18,2005 DATE: RE: 2005 Community Survey BACKGROUND Included in the 2005 budget is the implementation of the community survey. The last survey was conducted in 2001 by Decision Resources. Numerous conditions led to delaying the survey in past years, but with the growth of the community over the last four years, it seems logical to again ask our residents what their feelings are about the services they receive and their thoughts on the quality of life in Chanhassen. While researching survey methods, staff came across the National Citizen Survey which is conducted by the International City/County Management Association (ICMA). This survey has been used by hundreds of communities across the nation to measure citizen satisfaction so their methodology has been tested and proven to be reliable. Choosing this method would be a departure from past practice. The differences between using ICMA and Decision Resources are shown below: ICMA Decision Resources Cost $8,200 (base package) $20,000 (2001 cost) Method of Collection Mail Telephone Customizable Limited to three policy Fully customizable Questions Number of respondents Mailed to 1,200 residents 400 Margin of error +/- 5% +/-5% (2001 results) Attached to this report is an example of the ICMA survey instrument as well as options for additional services and a proposed timeline (the attached timeline is for 2004, but 2005 would be similar). The physical reports for each option are too large to add to this packet, but will be available at Monday's work session for your reVIew. RECOMMENDA TION Staff recommends that the City Council direct staff to begin coordinating the 2005 citizen survey with ICMAlNational Citizen Survey so that results will be available this summer. The City of Chanhassen . A growing community with clean lakes, Quality schools, a charming downtown, thriving businesses, winding trails, and beautiful parks. A great place to live, work, and play, The XVl of ABC 2003 Citizen Survey 1. Please circle the number that comes closest to your opinion for each of the following questions: How do you rate your neighborhood as a place to live? .................................................1 2 3 4 5 How do you rate ABC as a place to retire? .....................................................................1 Ease of rail/subway travel in ABC.................................................................................. 1 2 3 Ease of walking in ABC .................................................................................................1 2 3 4 5 3. much don't too fast know - 5 6 -- 4. To what degree, if at all, are the following problems in ABC: Weeds ..........................................................................................................1 2 3 4 5 Page 1 of5 5. Please rate how safe you feel from the following occurring to you in ABC: somewhat neither safe safe nor unsafe somewhat unsafe very unsafe don't know 6. Please rate how safe you feel: somewhat safe neither safe nor unsafe somewhat unsafe In ABC's parks after dark....................................... 1 2 3 4 5 6 7. During the past twelve months, were you or anyone in your household the victim of any crime? 1:1 no [go to question #9] 1:1 yes [go to question #8] 1:1 don't know 8. If yes, was this crime (these crimes) reported to the police? 1:1 no 1:1 yes 1:1 don't know 9. In the last 12 months, about how many times, if ever, have you or other household members participated in the following activities in ABC? Page 2 of5 10. How do you rate the quality of each of the following services in ABC? Fire services ....................................................................................................................1 2 3 4 5 Cable television............................................................................................................... 1 2 3 4 5 11. Overall, how would you rate the quality ofthe services provided by... Page 3 of5 12. Have you had any in-person or phone contact with an employee of the XYZ of ABC within the last 12 months (including police, receptionists, planners or any others)? 1:1 no [go to question #14] 1:1 yes [go to question #13] 13. What was your impression of employees of the XYZ of ABC in your most recent contact? (Rate each characteristic below.) Overall impression ..............................................1 2 3 4 5 14. Please rate the following statements by circling the number that most clearly represents your opinion: strongly somewhat neither agree somewhat strongly don't .... __ ~IIIIR I am pleased with the overall direction that the 11 XYZ of ABC is takinr..··..·..·..............··.........~ï........·......·l The XYZ of ABC government listens to citizens ..........................1 4 2 3 5 6 2 3 4 5 6 15. What impact, if any, do you think the economy will have on your family income in the next 6 months? Do you think the impact will be: 1:1 very positive 1:1 somewhat positive 1:1 neutral 1:1 somewhat negative 1:1 very negative 16. Please check the response that comes closest to your opinion for each of the following questions: a. Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 Policy Question #1 1:1 scale point 1 1:1 scale point 4 1:1 scale point 2 1:1 scale point 5 1:1 scale point 3 1:1 scale point 6 b. Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 Policy Question #2 1:1 scale point 1 1:1 scale point 4 1:1 scale point 2 1:1 scale point 5 1:1 scale point 3 1:1 scale point 6 c. Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 Policy Question #3 1:1 scale point 1 1:1 scale point 4 1:1 scale point 2 1:1 scale point 5 1:1 scale point 3 1:1 scale point 6 d. OPTIONAL [See Worksheets for details and price of this option] Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Open-Ended Question Page 4 of5 17. Do you live within the XYZ limits ofthe XYZ of ABC? 1:1 no 1:1 yes 18. Are you currently employed? 1:1 no [go to question #19] 1:1 yes [go to question #18a] 18a. What one method of transportation do you usually use (for the longest distance of your commute) to travel to work? 1:1 Motorized vehicle (e.g. car, truck, van, motorcycle etc. . . ) 1:1 Bus, Rail, Subway, or other public transportation 1:1 Walk 1:1 Work at home 1:1 Other 18b. If you checked the motorized vehicle (e.g. car, truck, van, motorcycle, etc.) box in 18a, do other people (adults or children) usually ride with you to or from work? 1:1 no 1:1 yes 19. How many years have you lived in ABC? 1:1 less than 2 years 1:1 11-20 years 1:1 2-5 years 1:1 more than 20 years 1:1 6-10 years 20. Which best describes the building you live in? 1:1 one family house detached from any other houses 1:1 house attached to one or more houses (e.g. a duplex or townhome) 1:1 building with two or more apartments or condominiums 1:1 mobile home 1:1 other 21. Is this house, apartment, or mobile home... 1:1 rented for cash or occupied without cash payment? 1:1 owned by you or someone in this house with a mortgage or free and clear? 22. Do any children 12 or under live in your household? 1:1 no 1:1 yes 23. Do any teenagers aged between 13 and 17 live in your household? 1:1 no 1:1 yes 24. Are you or any other members of your household aged 65 or older? 1:1 no 1:1 yes The National Citizen SurveyTM © 2001-2003 National Research Center, Inc. Page 5 of5 25. Does any member of your household have a physical handicap or is anyone disabled? 1:1 no 1:1 yes 26. What is the highest degree or level of school you have completed? (mark one box) 1:1 12th Grade or less, no diploma 1:1 high school diploma 1:1 some college, no degree 1:1 associate's degree (e.g. AA, AS) 1:1 bachelor's degree (e.g. BA, AB, BS) 1:1 graduate degree or professional degree 27. How much do you anticipate your household's total income before taxes will be for the current year? (please include in your total income money from all sources for all persons living in your household.) 1:1 less than $24,999 1:1 $25,000 to $49,999 1:1 $50,000 to $99,999 1:1 $100,000 or more 28. Are you Spanish/Hispanic/Latino? 1:1 no 1:1 yes 29. What is your race? (Mark one or more races to indicate what race you consider yourselfto be) 1:1 American Indian or Alaskan native 1:1 Asian or Pacific Islander 1:1 Black, African American 1:1 White/Caucasian 1:1 Other 30. In which category is your age? 1:1 18-24 years 1:1 55-64 years 1:1 25-34 years 1:1 65-74 years 1:1 35-44 years 1:1 75 years or older 1:1 45-54 years 31. What is your sex? 1:1 female 1:1 male 32. Are you registered to vote in your jurisdiction? 1:1 no 1:1 yes 1:1 don't know 33. Did you vote in the last election? 1:1 no 1:1 yes 1:1 don't know 34. Are you likely to vote in the next election? 1:1 no 1:1 yes 1:1 don't know ICMA Web Site Page 1 of 4 [searCh. . . I jj] ._~_~~.~'_<_<_.__.K._.,_<_____.~.v.J [J lCMA Home Pro>;Jr ,1m'.. &. In1tJn11r~\tIÜfl About ICMA Capabilities and Expertise Member Benefits and Information Who's Who Information Resources Conferences, Meetings, and Events Public Management Magazine (PM) Professional Development International Programs Interest Groups and Discussion Lists Bookstore JobCenter Services for Local Governments Center for Performance Measurement GovOffice Alliance Inquiry (IQ) Service National Citizen Survey Corporate Partners Retirement Corp. (ICMA RC) Links Passwords and Preferences BruIN'..,c uy TI prt Active Living Brownfields Career Resources Citizen and Resident Participation Community and Economic Development Council-Manager Form of Government Culture, Libraries, and Art Elected Officials Environment MENT through professional management leMA: Services for Local Governments: National Citizen Survey National Citizen Survey MINE FOR GOLD AND WIN!click here for entry form or scroll down and get the entry form from the downloads section. The first and last measure of good government is citizen satisfaction. What is The National Citizen SurveyTM? Developed by ICMA and National Research Center, Inc., The National Citizen Survey (The NCSTM) is a low-cost citizen survey service for local governments. Tested, flexible, affordable, and efficient, The NCSTM lets you survey citizen opinion for . Program Planning . Goal Setting . Budgeting . Performance Measurement Staff can use the results of The NCSTM to Improve service delivery. Elected officials can use the results to set spending priorities. The manager can use the results to measure progress and chart future steps. You select from a set of standard questions to assess citizen opinion about basic services and community life. Additional customized questions let you tailor the survey to your unique needs. The NCSTM Basic Service offered by ICMA and NRC includes: · Customized survey form plus up to three optional questions . Customized cover letter · Three mailings to 1,200 randomly selected households: pre- survey postcard and two mailings of the survey instrument · A margin of error (95 percent confidence interval) of no more than +/- 5 percentage points around any percent · Data input and cleaning · Data weighted to reflect population norms · Three reports: executive summary, statistical analysis of survey results, optional comparison with national norms, all in electronic format . Certificate of participation · Technical assistance by phone and e-mail http://www .icma.orglmain/bc . asp ?bcid=39&hsid= 1 &ssid1 =50&ssid2= 133 11/10/2004 ICMA Web Site Ethics Finance and Administration Health and Human Services Local Government Management! Administration Parks and Recreation Performance Measurement Personnel and Human Resources Planning and Zoning Public Safety, Security, and Emergency Management Public Works School/University Relations Smart Growth Technology Telecommunications Transportation Page 2 of 4 Additional options: · Larger mailings · Customized norms by region, population, or other factors · Spanish-language version of survey · Addition of open-ended question · Comparisons to results from surveys you've conducted In the past · Demographic and geographic cross-tabulation · Phone survey · Presentation of results to elected officials The National Citizen SurveyTM- Options and Prices Matrix The price for The NCS™ Basic Service is $8,200. Additional options are available for the following additional fees: Additional Fee Description Option Demographic Crosstabs will be provided in a separate report for crosstabs $800 evaluative questions (1-15 on the survey template) by four demographic variables. Geographic Crosstabs will be provided In a separate report for crosstabs $800 evaluative questions (1-15 on the survey template) by each geographic area. Choosing from among several options, jurisdiction selects criteria for a set of custom norms. Custom Custom norms $1,000 norms will be provided alongside national norms In report tables. Graphs will Include either custom or national norms but not both. Comparison to Service evaluation ratings are compared to prior NCS $0 previous NCS ratings at no extra charge. results Tables in the final report compare current service Comparison to evaluation ratings to the jurisdiction's ratings prior (non-NCS) $1,700 from as many as three previous years. results Jurisdictions with more than three years of data can customize this option. Expanded $6,000 Survey Is mailed to 3,000 residents Instead of mailing 1,200. Cover letter Includes paragraph in Spanish asking those who wish to complete the survey in Spanish Spanish $1,400 to contact the jurisdiction and request a Spanish copy of the survey. Jurisdiction will be mailed envelopes - outbound and return - and surveys to mall out to those Individuals. , One open-ended question chosen by the http://www.icma.orglmainlbc.asp?bcid=39&hsid=1 &ssid1 =50&ssid2= 133 11/10/2004 ICMA Web Site Page 3 of 4 jurisdiction Is added to the survey. Responses will Open-ended $1,250 be categorized and reported in a table under question separate cover, accompanied by a complete list of verbatim responses. Phone data $6,000 Survey Is conducted by phone, Instead of by mail, collection for 400 completed Interviews. On-site An NRC representative will present survey results presentation of $2,300 to your jurisdiction's elected officials. (Travel results expenses will be added to the fee.) The NCSTM begins a new class each month. The entire survey from enrollment to final report, takes 18 weeks to complete. For a current schedule, çJjck here. Reliability of the Survey: Credible, Comparable Results Since The NCS™ was introduced in 2001, local governments in 21 states have participated. The survey process is being continually refined to ensure that your local government receives the best information possible per dollar spent on your citizen survey. Your results can be compared, at your option, with norms based on the results of more than 350 surveys administered throughout the country. The NCSTM gives you results with the highest credibility from independent professional survey specialists. You get the satisfaction of personal service, the benefit of comparability with other jurisdictions, and the efficiency of a standardized process. For More Information For answers to your frequently asked questions (FAQ)çJlç!Ll:1ere For more Information, a list of pratlclpants, and to learn how your community can use The National Citizen SurveyTM, send an e-mail to ncs@icma.org. Many other materials on the subject of citizen surveying and The National Citizen SurveyTM are available on this site In the downloads section below: · The National Citizen SurveyTM PowerPoint, suitable for presentations to elected officials and other decision makers · Why Survey? Some Talking Points · NCS Survey Instrument · NCS Enrollment Form · Article: "An Affordable Citizen Survey Now Available for Small Cities" (Betsy Bean) - The Mayor, Mar/April 2002 · After the Survey: Planning Next Steps · Perspectives, a newsletter about survey research for local government managers and elected officials How to Enroll Print out and complete the enrollment form (see Downloads section below) and fax It or mall it to Nedra James, ICMA, 777 North Capitol St., NE, Ste., 500, Washington, DC 20002-4201. http://www .icma.orglmain/bc .asp?bcid=39&hsid= 1 &ssid1 =50&ssid2= 133 11/1012004 ICMA Web Site Page 4 of 4 . The National Citizen Survey Schedule . NCS Frequently Asked Questions Downloads I!!) Mine for Gold-Entry Form (Microsoft Word Document, 32 KB) ~ The NCS PowerPoint Presentation (Microsoft PowerPoint Presentation, 1,083 KB) I!!) ~-',¡rv-m'L.SoI!1~kiJ]9_£ºint5 (Microsoft Word Document, 30 KB) · IbgJtaliºn_a!ÇltJz_en.~Yß'e.yJnstrYment (Adobe Acrobat Document, 142 KB) · Ihe_t)l-..CS_':'_~iYJYeYJ-"st[y-'!le_nt (CQ_Yntie_s1 (Adobe Acrobat Document, 131 KB) · NCS Enrollment Form (Adobe Acrobat Document, 34 KB) · Article - An Affordable Citizen Survey (Adobe Acrobat Document, 33 KB) · After the Surve~ning Next SteQS (Adobe Acrobat Document, 69 KB) · Perspectives Newsletter Fall 2004 (Adobe Acrobat Document, 476 KB) · PeLsp-~ç!:jve~_~_ew_sletteLY~.!'!I-º~_J_~_ MaL2-0_0-4 (Adobe Acrobat Document, 1,426 KB) · October 2004 Timeline (Adobe Acrobat Document, 90 KB) · November 2004 Timeline (Adobe Acrobat Document, 96 KB) · December 2004 Timeline (Adobe Acrobat Document, 91 KB) · January 2005 Timeline (Adobe Acrobat Document, 91 KB) © 2004 International City/County Management Association (ICMA) 777 North Capitol Street, NE Suite 500 Washington, DC 20002 Main phone number: 202-289-4262 Member services: 202-962-3680 Main fax number: 202-962-3500 Order processing center: 1-800-745-8780 General contact Information Slaff conlª_çj;~ for H:MA_rnemb~!s Please contact us If you experience any problems. ICMA Privacv Pollcv http://www .icma.org/mainlbc .asp ?bcid=39&hsid= 1 &ssid1 =50&ssid2= 133 11/10/2004 r- Tlmelloe for The NaUooal Cbbeo SUNevTM Føbruarv 2004 Class Legend: .... Indicates when items from NRC are due to you ~ Indicates when items from you are due to NRC . Indicates information items hell Week AClUal Dates Preparing lor lIIe survey · The NCS survey process is initiated upon receipt of your enrollment form and first payment............. week I ..... NRC mails you The NCS worksheet packet.......................................................................................... week 2 ~ Due to NRC: Worksheets and additional payment for add-on options.................................................. week 4 · NRC uses the information you provided to generate the sample and customize the survey instrument for your jurisdiction....... ............... ......... ..... ...... ............. .................. .............. ...................... weeks 5-6 ..... NRC provides confirmation documents about options selected by your jurisdiction and a sample of the postcard and mailing envelope for your records................................................ week 5 ~ Due to NRC: Confirmation of options selected. ............................................................................. week 6 ..... NRC provides samples of survey materials (cover letters and survey instrument) for your records.... ... ....... .......... ........ ... ...... .... ..... ...... ............ ......... ..... ........ ..... .... ........ .... .......... ... ....... ....... ... week 6 . NRC prints materials and prepares mailings................................................................................... weeks 5-6 ..... NRC mails evaluation questionnaire and timesheet about the data collection process to you......................................................................................................................................................... week 7 Feb2 Feb 9 F eb 23 Mar l-S Marl MarS MarS Mar l-S Mar 15 Conducdnglllesurvev . Survey materials are mailed · Prenotification postcards delivered to post office ...................................................................... week 7 · I sl wave of surveys delivered to post office ................................................................................ week S · 2nd wave of surveys delivered to post office................................................................................ week 9 . Data collection: surveys received for your jurisdiction ......................................................................... weeks S-12 . Note 1: During this time, you will receive postcards that were undeliverable due to bad addresses, or vacant housing units. This is normal. Please count all the postcards, as we will subtract the number of returned postcards from the total number mailed to estimate the number of "eligible" households in calculating the final response rate. . Note 2: You may receive phone calls from citizens during this time period who call to inform you they are outside of your jurisdiction's boundaries, or that they do not wish to receive additional mailings, etc. Please reassure them that their household was randomly selected, and while they may receive a total of three mailings from you, they will not receive any additional mailings after that time. ~ Due to NRC: evaluation questionnaire and timesheet about the data collection process ...................... week 12 Apr 19 ~ Due to NRC: Final count of returned postcards..................................................................................... week 12 Apr 19 · Survey processing and report writing .................................................................................................... week 12-14 Apr 19-May 3 . During this time, NRC will process the surveys, perform the data analysis, and produce a two- part draft report for your jurisdiction. The report of results will contain a description of the methodology, information on understanding the results, and graphs and tables of your results. The second report will include a description of NRC' s database of normative data from across the U.S. and actual comparisons to your results, where appropriate. ..... NRC emails draft report (in PDF format) to you................................................................................... week 15 ~ Due to NRC: jurisdiction feedback on the draft report.......................................................................... week 16 ..... NRC mails final report and data file to you (unless otherwise specified) ............................................. week 17 ..... NRC mails fmal invoice to you ............................................................................................................. week 17 ..... NRC mails final evaluation questionnaire and timesheet to you ........................................................... week 17 ~ Due to NRC: Final half of costs of The NCS ........................................................................................ week IS ~ Due to NRC: completed final evaluation questionnaire and time sheet ................................................. week IS Mar 15 Mar 22 Mar 29 Mar 22-Apr I ( May 10 May 17 May 17 May 17 May 17 May 31 May 31