Community Satisfaction Survey results are in

Results are in from East Gippsland Shire Council’s Local Government Community Satisfaction Survey 2019.

East Gippsland residents are surveyed annually to check their satisfaction with Council's performance and services. Local Government Victoria coordinates this survey throughout Victorian local government areas.

The survey, a legislative requirement, is conducted by an independent research company, which randomly selects 400 East Gippsland residents aligned with Council’s demographic profile to interview over the telephone. The survey was conducted in February and March.

Questions asked during the survey relate to seven core measures, which are overall performance, customer service, community consultation and engagement, sealed roads, advocacy, overall council direction and making decisions in the community’s interests.

Chief Executive Officer Anthony Basford said the survey can help to identify which services or activities that may need improvement and compares performance against previous years and also with the average for large rural councils.

“This year, the survey is showing us a decline in the performance measures and has highlighted areas across Council where our ratepayers believe we need to do better,” Mr Basford said.

In 2019, the overall performance index score of 51 for East Gippsland Shire Council has declined four points from 2018.

“Our result includes a decline in six of the seven core measures and the remaining measure, customer service, receiving the same score as last year,” Mr Basford said.

“We accept the results, which represent a snapshot in time, and are focus on the areas where our community would like to see improvement.”

Mr Basford said proposed organisational changes and the realignment of council operations that came into effect on July 1 will assist in addressing some of this year’s results.

“The changes will assist in creating an organisation that is responsive, agile and better able to deliver on Council’s commitments, shifting external influences and the community’s evolving expectations. Council has many commitments to deliver on and our community is demanding we do better in a number of areas,” Mr Basford said.

Mayor Cr Natalie O’Connell said the survey provided Council with valuable community feedback and highlighted the fact there is always room for improvement.

“Leading up and during the survey period Council was listening and responding to a number of contentious issues in the community. This may provide some explanation behind the results,” Cr O’Connell said.

“Councillors are looking forward to seeing how the realignment of the organisation by the CEO, in consultation with councillors and staff, will contribute to improving community engagement, customer service and project delivery.

“On the topic of advocacy, councillors and senior staff have been very active advocating for projects and funding of late. This advocacy has led to recent funding announcements for major Council projects such as an upgrade to Scriveners Road in Lakes Entrance, the Jemmy’s Point Lookout, redevelopment of the Bairnsdale Skate Park, and Timbarra Bridge construction to name just a few.

“Council is very proactive in advocating for our community, and that has also included taking every opportunity presented to push our case for drought assistance.”

Mr Basford said Council would also be exploring opportunities to improve customer experience and receiving feedback from ratepayers more regularly to provide a clearer picture of performance, areas for improvement and successes.

“It’s important we look at these latest results in detail and improve, but also vital that we can get a clearer picture of customer sentiment in terms of our projects and performance across 12 months, not just a two-month survey period,” Mr Basford said.

View the 2019 report here.