LISTENING BOLSOVER Bolsover District Citizens' Panel November
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LISTENING BOLSOVER Bolsover District Citizens’ Panel November 2017 Questionnaire Survey Customer Service Standards Streetscene Services FINAL Prepared by Richard Gadsby Improvement Officer 16 January 2018 1 Contents Chapter Pages 1 Methodology and profile 3-4 Survey findings: 2 Customer Service Standards 5-16 3 Streetscene Services 17-42 Appendices a) Customer Services Standards – Breakdown of results 43-47 b) Streetscene Services: Open-ended responses in full 48-56 Questionnaire 58 Document Control Project title: Bolsover Citizens’ Panel November 2017 Document type: Final Report Issue Date Distribution Draft 20/12/2017 Steve Brunt, Ann Bedford, Kath Drury, Debbie Whitehead, Alison Donohoe. Final 16/01/2018 Steve Brunt, Ann Bedford, Kath Drury, Debbie Whitehead, Alison Donohoe. 2 1 Methodology and Profile Background and Introduction The Bolsover District Citizen Panel is now administered solely by Bolsover District Council. Previously, the panel was jointly administered by Derbyshire County Councils and the district. In November 2017 Bolsover District Council conducted a survey with Bolsover Citizens Panel to identify people’s views on: Customer Service Standards Streetscene Services This survey continued with the approach of asking for key demographic information (gender, age, ethnicity and disability) within the questionnaire to assess how representative the response is compared to the profile of the district. This report presents an analysis of the responses received. Once published, all reports are available to view and download at the Council’s consultation website www.askderbyshire.gov.uk. Methodology The questionnaire contained 10 sides of questions including a standard set of demographics questions at the end of the survey. The survey was available to complete on-line, as well as via a paper questionnaire. In total 667 questionnaires were sent out on 3rd November 2017 and respondents were given 3 weeks, until Friday 24th November 2017, to return their responses. Each survey was accompanied by a covering letter and a newsletter. A total of 330 replies were received making the response rate to this survey of 49%. The margin of error tells us how accurate the results are. The greater the margin of error, the lesser the accuracy of the data. Given a District population of 62,192 residents aged 16+ (2011 population census), and with the response rate to this survey, using a 95% confidence level, the margin of error is 5.0+/-%. This result means that we can be 95% confident that the results are accurate to within 5.0+/-%. It is important to take this into account when comparing these results with historical data. 3 Profile of Respondents The information in this section compares the profile of respondents to this survey with the District as a whole at the time of the 2011 Population Census. This helps indicate how representative the findings are and should be taken into consideration alongside the results. Respondents to Survey Population Figures (CP Nov 2017) (2011 Census) Respondent characteristic % % Gender Male 56 49 Female 44 51 Age Group (age% as proportion of 2011 population aged 16+) 16 – 24 years 0 13 25 – 64 years 51 65 65 years and over 49 22 Ethnicity White British or Irish 99 97 Ethnic Minority (including white, other) 1 4 Disability Yes 35 29* No 65 71* *Percentage of residents aged 16+ years who said their day to day activity is limited ‘a little’ or ‘a lot’ Responses to this questionnaire are over representative of the age group 65 years and over, and is under representative of the younger age groups compared to the age profile of those aged 16+ in the District at the time of the 2011 population census. The panel is also slightly over representative of people with a disability. 4 2. Customer Service Standards Bolsover District Council has a set of customer service standards which are called the ‘Customer Service Code of Practice and Standards’. These standards are based on best practice, and are in line with North East Derbyshire District Council. The Council also has a joint ‘Compliments, Comments and Complaints’ policy which sets out a standardised and centralised approach to handling complaints. Both documents are being renewed therefore the Citizens’ Panel were asked for their views will help the Council to shape its services to the public. Executive Summary In addition to the Citizens’ Panel, during Customer Services Week 2017, (W/C 2nd October 2017) customers and residents were also invited to help shape the Council’s Customer Service Standards. Paper surveys were available at each contact centre and a web-link to the survey was posted on the Council’s Website. In total 26 respondents gave their views. The main body of the report shows the combined responses (330 Citizens Panel and 26 customers / residents). A breakdown of Citizens Panel and customer / resident responses is shown in the appendix. Service Standards Survey respondents are most satisfied that their personal data is kept secure (8.83), and least satisfied with being kept informed (7.09). The top priority for improvement is Being kept informed (-1.77), followed by Receiving accurate information (-1.71) and Being dealt with quickly (-1.54). Respondents are most happy with the disabled accessibility of the offices (83%) and opening times of telephones and offices (80%). Respondents are least happy with Twitter feeds (61%) and webchat (63%). The most important area and top priority for improvement is that the Council learns from its mistakes (-3.56PFI). People also indicate they expect a clear response which should cover all issues raised. These are the top three Priorities for Improvement (PFI). Complaints Just over half of respondents (53%) were not aware of how to make a second stage/formal complain. The majority of respondents (76%) felt that 10 working days is a reasonable timescale to respond to complaints. 5 Survey Results Service Standards Q1 When contacting the Council, how important are the following to you? and Q2 If you have been in contact with the Council in the last three (3) years, how satisfied were you with the following? 244 respondents indicated they had been in contact with the Council in the last three years. Priorities for Improvement (PFI) are calculated by asking how important each requirement is then asking how satisfied people are with the those requirements. Respondents are most satisfied that their personal data is kept secure (8.83), and least satisfied with being kept informed (7.09). The top priority for improvement is Being kept informed (-1.77), followed by Receiving accurate information (-1.71) and Being dealt with quickly (-1.54). Requirement (Base: a 356, b 244) Importance (a) Satisfaction (b) PFI (b-a) Being kept informed 8.86 7.09 -1.77 Receiving accurate information 9.21 7.50 -1.71 Being dealt with quickly 8.72 7.18 -1.54 Officers having relevant knowledge 8.97 7.69 -1.27 Being listened to 9.24 8.09 -1.16 Officers having local knowledge 8.61 7.66 -0.94 Being treated with respect 9.11 8.26 -0.86 Officers using ‘Plain English’ 8.91 8.40 -0.51 Having your personal data kept secure 9.34 8.83 -0.50 Inportance and Satisfaction 5.00 6.00 7.00 8.00 9.00 10.00 Being kept informed 7.09 8.86 Receiving accurate information 7.50 9.21 Being dealt with quickly 7.18 8.72 Officers having relevant knowledge 7.69 8.97 Being listened to 8.09 9.24 Officers having local knowledge 7.66 8.61 Being treated with respect 8.26 9.11 Officers using ‘Plain English’ (non … 8.408.91 9.34 Having your personal data kept… 8.83 Importance (a) Satisfaction (b) 6 Priority for Improvement (PFI) -1.77 Being kept informed -1.71 Receiving accurate information -1.54 Being dealt with quickly -1.27 Officers having relevant knowledge -1.16 Being listened to -0.94 Officers having local knowledge -0.86 Being treated with respect -0.51 Officers using ‘Plain English’ -0.50 Having your personal data kept secure -2.00 -1.80 -1.60 -1.40 -1.20 -1.00 -0.80 -0.60 -0.40 -0.20 0.00 7 Q4 Thinking about the services the Council offers, how happy are you with the following aspects (Please only answer for the ones you use) Satisfaction (out of 10) Disabled accessibility of the offices 8.28 The opening times for telephones 8.03 The opening times of offices 8.03 E-mail enquiries 8.02 Website payments 7.05 Website forms 7.00 Website information – is it easy to … 6.93 Facebook information 6.47 Webchat 6.33 Twitter feeds 6.12 0.00 2.00 4.00 6.00 8.00 10.00 Respondents are most happy with the disabled accessibility of the offices (83%) and opening times of telephones and offices (80%). Respondents are least happy with Twitter feeds (61%) and webchat (63%). Satisfaction score (out of 10) Disabled accessibility of the offices 8.28 The opening times for telephones 8.03 The opening times of offices 8.03 E-mail enquiries 8.02 Website payments 7.05 Website forms 7.00 Website information – is it easy to navigate 6.93 Facebook information 6.47 Webchat 6.33 Twitter feeds 6.12 8 Q3. Which Service did you need? (Multiple Choice - Asked in Citizen's Panel only) Environmental Health 37% Council Tax 23% Housing Repairs 17% Contact Centres 17% Planning 15% Benefits 14% Leisure 12% Pest Control 10% Elections 10% Property & Estates 9% Housing 8% Licensing 1% NNDR (Business Rates) 0% Finance 0% Business Advice 0% Which service(s) did you need? Most enquiries related to Environmental Health (37%) and Council Tax (23%).