State-Wide Research Results Summary Report 2008 Page 2 of 28

Local Government Community Satisfaction Survey

State-wide Research Results Summary

May 2008

A project sponsored by the Department of Planning and Community Development and local governments

Prepared by This page is deliberately blank State-wide Research Results Summary Report 2008 Page 1 of 28

Overall Performance Across Victoria, since the survey commenced in 1998, there has been an improvement in overall council performance of 11% (69% of respondents rated their council’s performance as excellent, good or adequate in 1998 compared with 80% in 2008). In 2007, satisfaction with local councils across Victoria as a whole improved on the previous year. In 2008 a slight decline in comparison to the previous year’s result was noted with the percentage of residents rating their council overall as excellent, good or adequate moving from 81% to 80%. This result, however, continues to maintain the overall positive result for council performance evident over the 2002 – 2008 period as shown in the graph below. In metropolitan councils in 2007, 85% of respondents rated councils as excellent, good or adequate. In 2008 this moved slightly to 84%. For country councils, which have rated below metropolitan councils on this measure historically, the percentage also moved slightly from 78% to 77%.

Overall Performance: 2002 – 2008

TOTAL METROPOLITAN COUNTRY 100

80 s t 60 n 52 47 48 47 49 46 54 53 54 50 54 51 e 48 47 45 44 45 44 45 45 43 d n o 40 p s e r f

o 20 30 32 32 31 32 32 34 30 33 32 30 32 31 33 30 32 32 32 32 33 34 %

0 19 16 16 16 17 18 15 16 22 21 20 22 21 20 25 24 23 24 23 22 23 20

40 2 5 7 8 3 5 6 8 2 4 6 8 3 4 6 2 4 7 3 5 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Needs Some Improvement Adequate Excellent / Good

Note: Charts in this report show percentages rounded to the nearest whole number; in some cases percentages shown may not add exactly to 100% due to this rounding.

Wallis Consulting Group WG3415 State-wide Research Results Summary Report 2008 Page 2 of 28

A breakdown of results for the five key groups is shown on page 3:  This year, both inner and outer metropolitan councils performed better overall than the other three council groups at 86% and 82% excellent, good or adequate respectively.  Regional centres scored 78% in 2008, a decline of 2% from 2007.  In the Large and Small shires results were 75% and 79% respectively, and were effectively unchanged from last year.

Overall Performance by Group

INNER M ETRO OUTER M ETRO 100 100 80 80 s s t t 60

60 56 53 n n 56 54 54 56 53 51 48 50 49 48 51 49 e e d d 40

40 n n o o p p

20 s 20 s 30 32 32 30 32 31 33 31 33 32 30 32 32 33 e e r r

f f 0 0 o o 13

14 14 14 14 15 14 17 18 18 18 21 20 18 % % 20 20 40 40 60 60 2 3 7 8 4 5 8 4 5 6 2 3 6 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

REGIONAL CENTRES 100 80 s t 60 n 52 50 50 50 49 49 46 e

d 40 n o p

s 20 27 30 31 30 30 31 32 e r

f 0 o 20 20 19 20 21 20 22

% 20 40 60 3 4 5 2 6 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2

LARGE SHIRES SM ALL SHIRES 100 100 80 80 s s t 60 t n 60 40 40 38 41 40 38 n 44 45 48 45 e 42 45

39 e 45 d 40 d n 40 n o o p p

s 20 20 32 35 34 34 34 35 37 s 30 32 31 32 33 32 34 e e r r

f 0 f 0 o o

28 25 25 27 25 25 25 26 27 24 24 22 20 21 % 20 % 20 40 40 60 60 2 3 8 4 5 6 7 4 5 6 2 3 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

- Excellent / Good - Adequate - Needs some / a lot of Improvement

Relative proportion of the impact that each service area has on resident satisfaction overall

In 2008, services most impacting on resident satisfaction were (in order of priority) –  Town planning, policy and approvals  Economic development  Local roads and footpaths  Appearance of public areas  Recreational facilities.

0.19 0.15

0.18 0.12

0.13 0.10

0.10 0.09

METROPOLITAN COUNTRY

0.14 0.15 0.19 0.20

0.07 0.08

0.13 0.13 0.11 0.20

0.11 0.15 0.12

0.11 0.10 0.11 0.09 0.09

LEGEND

T o w n p l a n n i n g p o l i c y a n d a p p r o v a l s L o c a l r o a d s a n d f o o t p a t h s

E c o n o m i c D e v e l o p m e n t H e a l t h a n d h u m a n s e r v i c e s

E n f o r c e m e n t o f L o c a l L a w s R e c r e a t i o n a l f a c i l i t i e s

W a s t e m a n a g e m e n t A p p e a r a n c e o f p u b l i c a r e a s

T r a f f i c m a n a g e m e n t a n d p a r k i n g f a c i l i t i e s

Advocacy

Levels of satisfaction with council advocacy – representing the community’s interests - have declined across all five groups, to varying degrees.

Comparing this year’s results to 2007, we can see  Across Victoria: in 2007, 79% of respondents rated councils as excellent, good or adequate. This result declined to 77% in 2008.  Inner metropolitan councils had the most significant decline in satisfaction levels compared to other council groups. In 2007, 82% of respondents rated councils as excellent, good or adequate; this dropped to 77% - a decline of 5%.  Outer metropolitan councils: in 2007, 80% of respondents rated councils as excellent, good or adequate; in 2008 this declined to 78%.  Regional centres: In 2007, 79% rated councils as excellent, good or adequate; the figure was 78% in 2008.  Large shires: The percentage excellent, good or adequate was 76% in 2007 but 74% this year, with 26% saying improvement is needed.  Small shires: 80% of residents rated councils as excellent and good or adequate in 2007 and 78% gave this rating this year – a decline of 2%.

Advocacy: 2002 – 2008

TOTAL INNER M ETRO 100 100 80 80 s s t 60 t 60 44 43 43 42 n 44 43 43 43 46 46 42 n 46 46 39 e e d 40 d 40 n n o o p p 20 39 40 39 s 20 35 36 36 36 32 33 35 s 38 34 36 38 e e r r

f 0 f 0 o o 21 21 21 21 22 21 23 17 17 19 19 21 18 23

% 20 % 20 40 40 60 60 3 5 7 2 4 6 8 2 3 4 8 5 6 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

OUTER M ETRO REGIONAL CENTRES 100 100 80 80 s s t 60 t n 60 46 43 43 44 44 47 43 n 46 45 44 45 49 49 45 e e d 40 d n 40 n o o p p

s 20 35 36 35 34 34 33 35 s 20 34 36 37 36 31 30 33 e e r r

f 0 f 0 o o

20 21 22 22 22 20 22 20 19 19 19 20 21 22 % 20 % 20 40 40 60 60 2 5 6 7 3 4 8 2 4 6 8 3 5 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

LARGE SHIRES SM ALL SHIRES 100 100 80 80 s s t 60 t

n 60 39 39 40 40 42 41 38 n 45 43 45 45 48 49 44 e e d 40 d

n 40 n o o p p

s 20 37 38 38 20 37 33 35 36 s 32 34 34 35 31 31 34 e e r r

f 0 f 0 o o

24 23 23 23 25 24 26 22 23 20 21 21 20 22 % 20 % 20 40 40 60 60 2 8 3 4 5 6 7 2 4 5 7 3 6 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Community Engagement

Levels of satisfaction with community engagement across Victoria show no significant variation compared to last year for most councils, with the exception of Large shires.  Across Victoria: in 2007, 70% of respondents rated councils as excellent, good or adequate; the figure was 69% in 2008.  Inner metropolitan councils: in 2007, 71% rated councils as excellent, good or adequate; this moved to 70% in 2008.  Outer metropolitan councils: satisfaction levels also moved slightly by 1%, from 72% in 2007 to 71% this year.  In Regional centres and Small shires results were 66% and 72% respectively, unchanged since last year.  Large shires had the most significant variation in level of satisfaction amongst its constituents compared to the other groups. In 2008 65% of residents rated councils as excellent, good or adequate, a decline of 2% from last year, with 35% saying they would like to see improvement.

Community Engagement: 2002 – 2008

TOTAL INNER M ETRO 80 80

60 60 s

s 38 t 37 36 37 36 39 40 39 38 38 40 41 40

t 39 n

40 n e 40 e d d n n o 20 31 31 31 32 30 o 20 34 p 29 30 32 31 32 30 30 30 p s s e e r 0

r 0 f f o

33 31 32 32 30 31 o 28 29 29 29

33 30 30 30 20 20 % % 40 40

60 60 2 3 4 5 6 7 8 2 3 4 7 8 5 6 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

OUTER M ETRO REGIONAL CENTRES 80 80

60 60 s

41 39 42 s t 39 38 42 39 t 32 34 34 39 39 37 n 34 40 n e 40 e d d n n

o 20 30 32 30 31 o 20 p 29 30 29 31 32 32 p 29 27 27 29 s s e e r 0 r

0 f f o o 29 29 30 31 28 29

32 20 20 37 37 35 33 34 34 34 % % 40 40

60 60 2 3 4 6 7 8 5 3 4 7 2 5 6 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

LARGE SHIRES SM ALL SHIRES 80 80

60 60 s s 43 t 34 32 39 42 33 33 36 36 34 t 37 35 37 40 n 40 n 40 e e d d n n o 20 31 33 33 34 31 31 o 20 31 p 29 30 29 30 29 30

p 28 s s e e r 0 r 0

f f o o

28 28 30 32 20 36 34 33 35 35 33 35 20 32 35 33 % % 40 40

60 60 2 6 7 3 4 5 8 2 3 4 5 6 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Customer Contact

As the chart on page 10 illustrates, levels of satisfaction with customer contact across Victoria are quite high amongst residents, and at similar levels in all five groups. Comparing this year’s results to 2007, results are largely unchanged in 2008 or show no significant variation compared to last year for most councils, other than those in the Outer metropolitan group; this group has impacted on the overall result for Victoria.  Across Victoria: in 2007, 81% of respondents rated councils as excellent, good or adequate; in 2008, 79% gave this rating.  Inner metropolitan councils: in 2007, 82% rated councils as excellent, good or adequate; this moved to 81% in 2008.  Outer metropolitan councils had the most significant decline in satisfaction levels amongst its residents. The percentage of respondents that reported councils’ performance as excellent, good or adequate declined from 82% in 2007 to 77% in 2008.  Results for Regional centres and Large shires were unchanged from last year at 82% and 78% respectively.  Small shires: 81% of residents rated councils as excellent, good or adequate in 2007 and 80% gave this rating this year.

Customer Contact: 2002 – 2008

TOTAL INNER M ETRO 100 100 80 80 s s t 60 t 60 n n e 67 67 69 69 67 69 e 67 66 69 69 71 69 68 d 66 d 40 40 n n o o p p 20 s 20 s e e r 14 14 13 r 14 15 14 13 13

13 13 12 13 12 12 f 0 f 0 o o

19 19 18 19 20 19 21 19 19 17 18 17 18 19

% 20 % 20 40 40 60 60 3 5 6 7 2 4 8 2 3 7 4 5 6 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

OUTER M ETRO REGIONAL CENTRES 100 100 80 80 s s t t 60

60 n n e e 67 70 69 70 71 69 70 70

70 69 d d 68 68 71 65 40

40 n n o o p p

s 20 s 20 e e r r 14 13

13 12 12 13 12 12 12 12 12 12 11 12 f f 0 0 o o

16 19 20 18 19 20 18 22 17 17 17 18 18 18 % % 20 20 40 40 60 60 2 4 6 8 3 5 7 2 5 6 3 4 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

LARGE SHIRES SM ALL SHIRES 100 100 80 80 s s t 60 t n 60 n e 66 64 65 65 63 e 68 69 70 68

d 64 67 66 68 40 65 d n 40 n o o p p

s 20 20 s e e r 14 16 14 14 14 15 r 14

13 13 12 12 13 13 12 f 0 f 0 o o

19 21 21 21 22 22 22 20 18 18 18 21 19 20 % 20 % 20 40 40 60 60 2 3 4 6 7 8 5 3 6 8 2 4 5 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Local Roads and Footpaths

As the chart (page 12) illustrates, levels of satisfaction with local roads and footpaths are clearly higher in metropolitan areas than in country areas. While resident satisfaction was maintained across metropolitan councils, we see a decline in satisfaction amongst residents living in regional centres and the shires. Comparing last year’s results to this year -  Across Victoria: in 2007, 60% of respondents rated councils as excellent, good or adequate. This result declined to 58%.  Inner and outer metropolitan councils: In 2008, results were unchanged from the previous year, with percentages of 71% and 64% respectively.  Regional centres: In 2007, 63% of respondents rated councils as excellent, good or adequate. In 2008 we see a reduction in satisfaction levels – a decline of 3%, with 40% of residents saying improvement is needed in this area.  Large shires: In 2007 51% of respondents rated councils as excellent, good or adequate. In 2008 this reduced to 49% – a decline of 2%.  Small shires: The percentage excellent, good or adequate was 53% in 2007. This result declined to 51% this year.

Local Roads and Footpaths: 2002 – 2008

60 60 s s t t 44 43 43 44 43 46 46 n 40 33 34 33 32 34 37 35 n 40 e e d d n n

o 20 o 20 p 24 24 24 24 22 23 23 p 28 27 27 27 26 25 25 s s e e r 0 r 0 f f o o

28 29 30 30 31 29 29 20 43 42 43 44 44 40 42 20 % % 40 40

60 60 6 7 8 7 2 3 4 5 2 3 4 5 6 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 60 s s t t n 40 37 38 39 37 39 41 41 n 40 36 38 35 34 36 39 36 e e d d n n

o 20 o 20 p 24 24 22 23 21 23 23 p 25 25 25 26 23 24 24 s s e e

r 0 r 0 f f o o 20 40 38 40 41 40 36 36 20 38 37 39 39 41 37 40 % % 40 40

60 60 3 5 7 2 4 5 8 2 4 6 8 3 6 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

s 31 26 25 28 26 s 26 26 27 28 29

t 23 27 27 24 t n n e e

d 20 20 d n 21 22 23 23 21 23 23 n 22 23 22 22 21 22 22 o o p p

s 0 0 s e e r r

f f o 20 o

20 55 51 52 54 52 49 51 52 51 52 51 51 47 49 % % 40 40

60 60 2 3 7 8 4 5 6 5 7 8 2 3 4 6 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Health and Human Services

Levels of satisfaction with health and human services across Victoria are high amongst residents, and at similar levels in all five groups.

Comparing this year’s results to 2007, we see that results are either unchanged in 2008 or show no significant variation compared to last year.  Across Victoria: in 2007, 90% of respondents rated councils as excellent, good or adequate. This result moved to 89% in 2008.  Inner metropolitan councils: in 2007, 88% rated councils as excellent, good or adequate; this was maintained in 2008.  Outer metropolitan councils: in 2007, 87% of respondents rated councils as excellent, good or adequate; again this was maintained in 2008.  Regional centres: In 2007, 90% of respondents rated councils as excellent and good or adequate; also maintained in 2008.  Large shires: The percentage excellent, good or adequate was 90% in 2007 and moved to 89% this year.  Small shires: 92% of residents rated councils as excellent, good or adequate in 2007 and moved to 91% this year.

Health and Human Services: 2002 – 2008

TOTAL INNER M ETRO 100 100 80 80 s s t t 60

60 n 57 n 65 64 61 60 67 68 67 61 60 56 63 65 65 e e d d 40

40 n n o o p p 20 s s 20 27 28 30 30

27 e e 23 25 26 21 22 22 22 23 23 r r

f f 0 0 o o 12 11 12 12 10 11 12 12 15 13 15 12 12

% % 20 20 40 40 60 60 5 6 7 2 3 4 8 2 6 7 3 4 5 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 n n 59 58 56 56 63 65 66 66 59 59 68 68

61 e 65 e d d 40

40 n n o o p p

s 20 s 20 29 27

28 28 28 e 26 e 24 24 22 23 22 21 22 22 r r

f f 0 0

o 10 10 o 13 11 12 13 14

14 13 13 15

16 15 16 % % 20 20 40 40 60 60 5 6 7 2 3 4 8 2 6 7 3 4 5 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

n 60 67 66 62 60 67 68 66 n 69 67 66 65 70 72 70 e e d 40 d

n 40 n o o p p

s 20 20 28 s

e 25 22 23 22 22 23 e 21 23 23 24 20 20 21 r r

f 0 f 0

o 10 10 10 10 8 9

11 12 12 11 11 o 10 11 11

% 20 % 20 40 40 60 60 2 3 6 7 8 4 5 5 6 2 3 4 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Recreational Facilities

Once again, levels of satisfaction with recreational facilities are higher in metropolitan councils and regional centres than in large and small shires. Comparing this year’s results to 2007, results show the following.  Across Victoria: In 2007, 82% rated councils as excellent, good or adequate; this moved to 81% in 2008.  Inner metropolitan councils: In 2007, 86% rated councils as excellent, good or adequate; in 2008 the figure was 87%.  Outer metropolitan councils: In 2007, 82% of respondents rated councils as excellent, good or adequate; this result declined to 80% in 2008.  Regional centres: in 2007, 84% rated councils as excellent, good or adequate; this was maintained in 2008.  Large shires had the largest decrease in satisfaction levels compared to the other groups. This year 74% of residents rated councils as excellent and good or adequate, a decline from 79% in 2007.  Small shires also saw a decrease in satisfaction levels; the percentage excellent, good or adequate was 81% in 2007 and 79% this year.

Recreational Facilities: 2002 – 2008

TOTAL INNER M ETRO 100 100 80 80 s t s

t 60 60 n 66 70 n 67 67

e 70 66 69

e 58 61 60 57 57 57 59 d d 40 40 n n o o p

p 20 s

s 20 e 20 21 20 19 20

r 17 18 e

22 23 23 23 21 21 21 r f 0 f 0 o 13 13 13 11 13 14 13 o

21 20 21 19 20 18 19

% 20 % 20 40 40 60 60 4 5 6 2 3 7 8 3 5 6 7 0 0 0 0 0 0 0 2 4 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

OUTER M ETRO REGIONAL CENTRES 100 100 80 80 s t s

t 60 60 n n e 63 62 59 60 63 64 64 e 61 58 58 60 58 62 60 d d 40 40 n n o o p p

s 20 e 20 19 21 21 19 20 20 r e

20 22 21 20 20 20 20 r f 0 f

17 18 17 16 16 o 20 19 19 19 21 20 22 18 20 % 20 % 20 40 40 60 60 4 5 6 2 3 7 8 2 5 6 7 3 4 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

LARGE SHIRES SM ALL SHIRES 100 100 80 80 s s t 60 t n 60 n

e 53 50 52 49 49 54 56 51 e 50 51 52 56 58 55 d 40 d n 40 n o o p p

s 20 20 s

e 26 26 26 23 25 22 23 23 e 25 25 24 23 23 24 r r

f 0 f 0 o o

27 23 25 25 24 21 26 24 24 23 21 21 19 21 % 20 % 20 40 40 60 60 6 7 2 3 4 5 8 5 6 2 3 4 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Appearance of Public Areas

As the chart on page 18 illustrates, levels of satisfaction with the appearance of public areas across Victoria have declined across all five groups, to varying degrees.

Comparing this year’s results to 2007, we can see  Across Victoria: in 2007, 81% of respondents rated councils as excellent, good or adequate. This result declined to 79% in 2008.  Inner metropolitan councils: in 2007, 79% rated councils as excellent, good or adequate; this year it moved to 78%.  Outer metropolitan councils: in 2007, 76% of respondents rated councils as excellent, good or adequate; in 2008 this declined to 74%  Regional centres had the most significant reduction in satisfaction levels compared to the other groups. In 2007, 83% of respondents rated councils as excellent, good or adequate; this dropped to 79% - a decline of 4%.  Large shires: the percentage excellent, good or adequate was 81% in 2007 and 79% this year.  Small shires: 84% of residents rated councils as excellent , good or adequate in 2007 and 83% gave this rating this year.

Appearance of Public Areas: 2002 – 2008

TOTAL INNER M ETRO 100 100 80 80 s s t t 60 60 n n e e 59 60 59 60 61 59 61 59 60 60 60 61 60 60 d d 40 40 n n o o p p 20 s

s 20 e

e 19 20 20 20 19 20 20 r 17 18 18 17 18 18 r 18

f 0 f 0 o o 21 22 21 21 21 21 19 21 23 23 22 22 23 22

% 20 % 20 40 40 60 60 2 4 6 8 3 5 7 2 3 4 6 7 5 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

OUTER M ETRO REGIONAL CENTRES 100 100 80 80 s s t t 60 60 n n

e 68 65 e 68 66 66 64 59 53 52 54 52 53 56 54 d d 40 40 n n o o p p

s 20 e

e 20 20 22 21 21 21 20 20 r 14 17 17 16 17 18 r

f f 0 0 o o 18 15 17 18 20 17 27 26 25 27 26 24 26 21 % % 20 20 40 40 60 60 2 4 6 8 3 5 7 2 5 6 3 4 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

LARGE SHIRES SM ALL SHIRES 100 100 80 80 s s t 60 t n 60 n e 60 59 58 59 58 60 57 e 61 58 61 61 62 64 62 d 40 d n 40 n o o p p

s 20 20 s e 19 21 22 22 21 21 22 e 22 20 21 20 20 21 r 19 r

f 0 f 0 o o

16 21 20 20 20 21 19 21 20 20 19 19 18 17 % 20 % 20 40 40 60 60 2 3 4 6 7 8 5 2 5 6 7 3 4 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Traffic Management and Parking

As the chart on page 20 indicates, levels of satisfaction with traffic management and parking facilities are declining amongst residents across Victorian councils, with the exception of Small Shires.

 Across Victoria: in 2007, 68% of respondents rated councils as excellent, good or adequate. This result declined to 65% in 2008.  Inner metropolitan councils: In 2007, 65% of respondents rated councils as excellent and good or adequate. In 2008 we see a drop in satisfaction levels – a decline of 3%, with 38% of residents saying improvement is needed in this area.  Outer metropolitan councils showed a decline in satisfaction levels amongst their residents: The percentage that reported councils’ performance as excellent, good or adequate declined from 66% in 2007 to 61% in 2008.  Regional centres: The percentage excellent, good or adequate was 59% in 2007 and 55% in 2008 – a decline of 4%.  Large shires: In 2007 67% of respondents rated councils as excellent and good or adequate. In 2008 this dropped to 63% – a decline of 4%.  Small shires: The percentage excellent, good or adequate was 78% in 2007. This result was 79% this year, and looking over the past four years results are continuing a trend of improvement.

Traffic Management and Parking: 2002 – 2008

60 60 s s t t 40 39 39 38 40 40 35 35 36 37 36 37 34

37 n n 40 40 e e d d n n

o 20 o 20 28 29 29 28

p 28 27 28 p 28 29 28 29 27 28 28 s s e e

f f o o

37 36 37 34 36 35 20 32 32 32 33 33 32 35 20 38 % % 40 40

60 60 6 7 2 3 4 5 8 4 5 6 2 3 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 60 s s t t

39 39 41 n 35 34 n 39 38 37 36 40 35 33 30 34 40 e 32 e d d n n

o 20 o 20

p 25 26 25 p 26 28 25 25 25 25 24 23 23

25 25 s s e e r 0 r 0

f f o o 34 34 36 37 38 34 39 20 40 41 42 44 43 41

20 % 45 % 40 40

60 60 6 7 2 3 4 5 8 2 4 6 8 3 5 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 80 s 42 40 s

t 42 38 39 38 34 t

n 60 40 n 44 48 48 e 47 42 45 47 e d d

n 40 n o 20 31 31 o p 29 30 30 29 29 p

s 20 s 30 31 31 31 30 30 31 e e r

f f 0 o 27 o

29 29 20 32 31 33 37 23 26 24 25 23 22 21 % % 20 40 40 60 60 2 5 8 3 4 6 7 2 5 6 7 3 4 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Waste Management

Levels of satisfaction with waste management across Victoria are relatively high amongst residents. Results are slightly better among inner and outer metropolitan areas and regional centres than in the Shires.

Comparing this year’s results to 2007, we see that results show no significant variation compared to last year.  Across Victoria: in 2007, 83% of respondents rated councils as excellent, good or adequate. This result moved to 82% in 2008.  Inner metropolitan councils: in 2007, 87% rated councils as excellent, good or adequate; in 2008 we see a slight movement to 86%.  Outer metropolitan councils: in 2007, 83% rated councils’ performance as excellent, good or adequate; this was maintained in 2008  Regional centres: In 2007, 84% of respondents rated councils as excellent, good or adequate; the result was 83% in 2008.  Large shires: The percentage excellent, good or adequate was 80% in 2007 and 77% this year – a decline of 3%.  Small shires: 81% of residents rated councils as excellent, good or adequate in 2007 and 82% gave this rating this year.

Waste Management: 2002 – 2008

t 60 60 n n e 70 71 70 73 71 71 71 e 61 64 65 65 65 66 65 d

d 40 40 n n o o p

p 20 s

s 20 e r e 15 15 14 14 14 16 15

r 18 17 17 17 16 17 17 f 0 f 0 o 15 14 15 13 15 13 14

o 22 19 18 18 19 17 18 % 20 % 20 40 40 60 60 2 6 7 3 4 5 8 2 3 7 8 0 0 0 0 0 0 0 4 5 6 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 n n e e 64 66 72 68 66 68 68 67 71 69 69 69 69 68 d d 40

40 n n o o p p

s 20 s 20 e e r r 16 16 16 16 15 17 15 16 16 14 15 15

f f 0 0 o o 14 14

14 16 15 16 20 18 16 18 17 17 17 17 % % 20 20 40 40 60 60 3 5 6 7 2 4 8 4 5 6 2 3 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

n 60 n e 52 55 55 58 58 61 58 e 58 61 59 62 63 64

d 54 40 d

n 40 n o o p p

s 20 20 s e 21 21 21 21 19 19 e 20

r 19 19 19 19 18 18 18 r

f 0 f 0 o o

27 24 25 21 23 20 23 27 23 20 21 20 19 18 % 20 % 20 40 40 60 60 3 4 6 7 2 5 8 2 5 6 7 3 4 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Enforcement of Local Laws

While satisfaction levels with enforcement of local laws are similar across all council areas, results show that resident satisfaction has declined from 2007, except in small rural shires, which saw an improvement this year. Comparing this year’s results to 2007, we can see -

 Across Victoria: in 2007, 79% of respondents rated councils as excellent, good or adequate. This result moved to 78% in 2008.  Inner metropolitan councils the percentage of excellent, good or adequate was 78% in 2007, moving to 76% in 2008.  Outer metropolitan councils in 2007 76% of respondents rated councils as excellent, good or adequate. In 2008 this declined to 74% – also down 2%.  In Regional centres and Large shires results were 80% and 77% respectively, effectively unchanged since last year.  Small shires in comparison saw an improvement in satisfaction levels this year, with 82% of residents reporting councils’ performance as excellent, good or adequate – up 2% from 2007.

Enforcement of Local Laws: 2002 – 2008

60 t n 46 44 46 46 60

46 48 48 n e 44 44 46 47 45 48

e 46 d

40 d n 40 n o o p p s 20 32 33 33 34 31 31 30 20 s e 33 33 34 33 32 30 30 r e

r f 0 f

22 23 21 20 23 21 22 o 22 23 20 20 23 22 24 % 20 % 20 40 40 60 60 2 3 5 7 4 6 8 3 6 8 2 4 5 7 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

OUTER M ETRO REGIONAL CENTRES 100 100 80 80 s s t 60 t 60 n 43 46 46 n 48 50 51 47 49 50 51 e 45 45 47 45 e d 40 d 40 n n o o p p s 20 30 31 31 31 29 29 29 s 20 33 32 32 34 30 31 29 e e r r

f 0 f 0 o o 25 25 23 23 26 24 26 19 18 17 18 21 19 20

% 20 % 20 40 40 60 60 2 5 6 3 5 6 7 3 4 7 8 2 4 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

LARGE SHIRES SM ALL SHIRES 100 100 80 80 s s t 60 t n 60 43 43 43 44 44 46 45 n 47 43 46 47 49 48 51 e e d 40 d n 40 n o o p p

s 20 20 34 34 34 35 32 32 32 s 31 34 34 35 30 32 31 e e r r

f 0 f 0 o o

23 23 22 21 24 22 23 22 24 20 19 21 20 18 % 20 % 20 40 40 60 60 2 8 3 4 5 6 7 2 4 5 7 3 6 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Economic Development

As the chart on page 26 illustrates, levels of satisfaction with economic development are clearly higher in metropolitan areas than in country areas. While resident satisfaction was maintained across metropolitan councils, we see a decline in satisfaction amongst residents living in regional centres and the shires.  Across Victoria: in 2007, 73% of respondents rated councils as excellent, good or adequate. This was maintained in 2008.  The result was 83% excellent, good, adequate for Inner metropolitan councils, and 78% for Outer metropolitan councils, both unchanged from last year.  Large shires: the percentage of excellent, good or adequate was 69% in 2007 and 68% in 2008 In contrast:  Regional centres: In 2007, 76% of respondents rated councils as excellent, good or adequate. This result was reduced to 74% in 2008– a decline of 2%.  Small shires: In 2007, 68% of respondents rated councils as excellent, good or adequate; in 2008 we see a reduction in satisfaction levels – a decline of 2%, with 34% of residents saying improvement is needed in this area.

Economic Development: 2002 – 2008

TOTAL INNER M ETRO 100 100 80 80 s s t 60 t 40 n 60 36 40 45 44

n 36 42 e 36 38 38 40 41 41

36 e d 40 d n 40 n o o p p s 20 34 33 34 20 41 43 41 43 39 32 31 32 32 s 38 38 e e r r f

0 f 0 o o 32 31 28 28 29 27 27 24 21 19 18 20 17 17 %

20 % 20 40 40 60 60 3 4 5 7 2 6 8 3 5 6 7 8 2 4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 n n 38 40 45 44

37 e 44 45 e 37 42 42 41 43 46 45 d d 40

40 n n o o p p

s 20 s 20 33 36 35 35 32 33 34 27 30 29 31 28 31 29 e e r r

f f 0 0 o o

30 28 26 25 26 22 22 31 30 28 25 26 24 26 % % 20 20 40 40 60 60 2 3 7 8 4 5 6 3 4 5 6 2 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 60 s 35 34 s t 35 38 36 32 37 t 36 33 37 37 39 39 36 n 40 n 40 e e d d n n o 20 32 34 34 31 31 32 o 20 30 31 p 30 29 30 29 30

p 28 s s e e r 0 r 0

f f o o

32 32 32 31 32 20 38 33 20 35 37 32 32 33 32 34 % % 40 40

60 60 3 4 7 8 2 5 6 3 6 7 8 2 4 5 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Town Planning Policy and Approvals

As the chart on page 28 indicates, levels of satisfaction with Town Planning Policy and Approvals have either stayed the same or declined across all Victorian councils. Comparing this year’s results to 2007, we can see –

 Across Victoria: in 2007, 66% of respondents rated councils as excellent, good or adequate. The figure was 65% in 2008.  Inner metropolitan councils: In 2007, 66% of respondents rated councils as excellent and good or adequate. In 2008 this was reduced to 63% – a decline of 3%,  Outer metropolitan councils: The percentage excellent, good or adequate was 71% in 2007, and 70% this year.  Regional centres had the most significant decline in satisfaction levels amongst their residents. The percentage of respondents that reported councils’ performance as excellent, good or adequate declined from 67% in 2007 to 63% in 2008.  Large shires, while results remain unchanged in 2008, this group has the lowest level of satisfaction amongst its constituents, with only 57% rating their council’s performance as excellent, good or adequate.  Small shires: in 2007, 70% rated councils’ performance as excellent, good or adequate; this was maintained in 2008.

Town Planning Policy and Approvals: 2002 – 2008

60 60 s s 40 37 t 37 34 34 t 36 35 38 37 36 34 36 37 34 n n 40 40 e e d d n n

o 20 o 20 30 31 30 31 29 29 29 32 32 32 33 p

p 29 29 29 s s e e

r 0 r 0

f f o o 33 34 28 31 32 32 33 34 35 20 35 36 35 35 37

20 % % 40 40

60 60 2 3 4 5 6 7 8 2 3 4 5 6 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

OUTER M ETRO REGIONAL CENTRES 100 100 80 80 s s t 60 t n 60 44 n e 39 40 40 40 42 40 e 42 39 37 36 40 39 d 40 d 36 n 40 n o o p p

s 20 32 32 32 34 31 29 30 s 20 33 31 32 32

e 28 28 27 e r r

f 0 f 0 o o

24 28 28 28 29 29 30 26 30 31 31 32

% 33 20 % 20 37 40 40 60 60 3 4 6 7 2 5 8 3 5 7 2 4 6 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

60 80 s 36 36 s t 32 31 t

n 33 60 40 30 30 n e 43 e 37 38 37 39 39 38 d d

n 40 n o 20 34 33 32 33 o p

28 27 27 p

s 20 s 32 32 33 34 30 31 32 e e r

f f 0 o o

30 31 20 35 36 39 43 43 25 32 30 29 31 30 30 % % 20 40 40 60 60 2 5 8 3 4 6 7 3 6 2 4 5 7 8 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 2 2 2 2 2 2 2 2 2 2 2 2 2

Wallis Consulting Group WG3415