Community Scorecard © Great Southern Region Prepared for: Great Southern Peer Support Group Prepared by: CATALYSE® Pty Ltd © May 2019 © Copyright CATALYSE® Pty Ltd 2019 Contents Introduction 3 Strategic Insights 7 Overall performance 14 Familiarity with local services and facilities 21 Leadership and communication 24 Natural environment 42 Economic development 50 Community development 57 Community services 64 Art and culture 73 Built environment 78 Overview of community variances 88 Community priorities among Aboriginal and Torres Strait Islander people 91 Introduction The Study In March-April 2019, 11 Councils within the Great Southern % of respondents (weighted) Region administered a MARKYT® Community Scorecard to Home owner 88 Renting / Other 9 evaluate community priorities and measure individual Council Out of area ratepayer 2 performance against key indicators in each Council’s Visitor <1 Male 48 Strategic Community Plan. Female 50 Other <1 Scorecards invitations were posted or emailed to randomly Answered together 1 selected households in the City of Albany and Shire of Have child 0-5 years 15 Multiple response question Have child 6-12 years 16 Denmark and to all households and PO Boxes in all other Have child 13-17 years 11 council areas using Australia Post unaddressed mail services. Have child 18+ years 8 No children living at home 56 Councils supported the study with promotions through their 18-34 years 19 35-54 years 36 communication channels. All residents were invited to 55-64 years 17 complete a scorecard. 65+ years 28 Answered together <1 In total, 2,497 respondents submitted a response; potentially Disability 14 representing 12% of households across the region. ATSI 3 Born overseas + mainly speak LOTE 3 Of these respondents, 181 were council-affiliated and 2,316 Farm / rural 23 Town 71 were non-council affiliated. As analysis of responses from the City of Albany 59 two sample groups showed significant differences in results, Shire of Broomehill Tambellup 2 Shire of Cranbrook 2 the main body of the report presents responses from non- Shire of Denmark 9 council affiliated respondents only. Shire of Gnowangerup 2 Shire of Jerramungup 2 The final dataset was weighted by age, gender and LGA area Shire of Katanning 7 Shire of Kent 1 to match the ABS Census population profile of the region. Shire of Kojonup 3 Data has been analysed using SPSS. Where sub-totals add Shire of Plantagenet 9 Shire of Woodanilling 1 to ±1% of the parts, this is due to rounding errors to zero ATSI = Aboriginal and Torres Strait Islander decimal places. LOTE = Language other than English 4 NB: when responses do not add to 100% this is due to non-responses (not shown) Great Southern Region Councils Across the Great Southern Region, 11 councils have partnered with CATALYSE® to conduct a MARKYT® Community Scorecard. 5 Industry Standards CATALYSE® has conducted studies for close to 60 councils across WA. When three or more councils have asked a comparable question, we publish the high score to enable participating councils to recognise and learn from the industry leaders. In this report, the ‘high score’ is calculated from WA councils that have completed an accredited study with CATALYSE® within the past two years. Participating councils are listed below. Metropolitan Regional 6 Strategic Insights Strategic Overview | Great Southern Region Place to Live Place to Visit Organisation Value for Money 79 76 54 41 Performance Index Score Performance Index Score Performance Index Score Performance Index Score 4 index points above the MARKYT® 12 index points above the 2 points below the MARKYT® 4 index points below the MARKYT® Industry Standard for WA. MARKYT® Industry Standard for WA Industry Standards for WA. Industry Standard for WA. Community Advocacy Highest scoring performance areas Economic • Place to live development • Place to visit • Library and information services • Sport and recreation Relative to MARKYT® Industry Standards • Place to visit Road Footpaths, trails Priorities -7 Strengths • Tourism attractions and marketing maintenance and cycleways • Sport and recreation Net Promoter Score • Aboriginal history and heritage 9 points above the MARKYT® • Health and wellbeing Industry Standard for WA. • Education and training 8 Overall Performance | industry comparisons The ‘Overall Performance Index Score’ is a combined measure of ‘place to live’ and Industry Standards ‘governing organisation’ across participating councils. The Great Southern Region’s overall Performance Index Score performance index score is 66 out of 100, 1 index point above the industry standard for Western Australia. The highest score across the Great Southern Region was 74. Overall Performance Index Score average of ‘place to live’ and ‘governing organisation’ Great Southern Region Councils Great Southern Region 66 Western Australian Councils WA High 85 WA Average 65 85 78 75 74 74 74 74 73 72 72 71 70 70 69 68 68 67 67 66 66 66 65 65 63 63 63 WA Average 62 62 61 60 58 58 57 56 56 56 53 51 50 9 How to read the Benchmark Matrix TM The MARKYT® Benchmark Matrix TM (shown in detail overleaf) illustrates how the community rates performance on individual measures, compared to how other councils are being rated by their communities. There are two dimensions. The vertical axis maps community perceptions of performance for individual measures relative to the average score for all measures. The horizontal axis maps performance relative to the MARKYT® Industry Standards. Councils aim to be on the right side of this line, with performance ABOVE the MARKYT® Industry Standard. This line represents region’s average performance for all individual measures. As it represents the average, around half of the service areas will be placed above the line, and around half will be positioned below the line. 10 Copyright CATALYSE® Pty Ltd. © 2019 1 Value for money 2 Council's leadership TM 3 Community advocacy Benchmark Matrix 4 Regional partners 5 Transparency 6 Innovation CELEBRATE 7 Community consultation This chart shows the Region’s Higher Place to live and visit, sport and 8 Informing the community performance in individual service Performance recreation facilities, library services, local 9 Website areas relative to the MARKYT® 10 Social media Industry Standards. and Indigenous history and heritage. 11 Customer service 12 Conservation Celebrate areas in the top right Place to live 13 Sustainable practices quadrant and focus on areas in the Place to visit 14 Climate change bottom left quadrant. 35 15 Waste reduction 31 16 Waste collections 17 Animal and pest control 32 18 Natural disaster management 36 37 19 Economic development 11 20 Agricultural development 16 39 21 Tourism 38 30 25 22 Town centre development 34 29 Below 18 27 23 Goods and services 9 44 33 Above Industry 4 12 15 24 Industry 24 Education and training Average Governing 13 21 25 Families and children services 46 43 Average organisation 26 Youth services 42 8 47 28 10 6 4014 27 Seniors services 17 22 2 20 23 28 Disability access 3 26 29 Health and community services 7 30 Buildings, halls and toilets 45 41 5 31 Sport and recreation 1 19 32 Playgrounds and parks 33 Health and wellbeing 34 Safety and security FOCUS 35 Library and information on road maintenance, 36 Festivals, events, art & culture value for money from rates, 37 History & heritage 38 Aboriginal heritage and economic development. 39 Character and identity 40 Growth and development Lower 41 Planning and building Performance 42 Access to housing 43 Streetscapes 44 Street lighting Q. How would you rate performance in the following areas? Base: All respondents, excludes unsure and no response. 45 Road maintenance Service areas are included when MARKYT® Industry Standards are available. 46 Traffic management 11 Copyright CATALYSE® Pty Ltd. © 2019 47 Footpaths and cycleways Community Priorities Window TM In the Great Southern Region’s Community Priorities Window, detailed overleaf, most services are ideally located in Window B. They are receiving average ratings between okay and good. A E Perceived strengths include sport and recreation facilities, and library and information services. B F Moving forward, the community would like councils within the region to prioritise economic development, C G road maintenance and footpaths, trails and cycleways (windows F & G). D H Other areas to address include value for money from rates, community consultation, tourism attractions and marketing, streetscapes and management of parking (yellow dots). 12 Copyright CATALYSE® Pty Ltd. © 2019 1 Value for money 2 Council's leadership TM 3 Community advocacy Community Priorities Window 4 Regional partners 5 Transparency 6 Innovation 7 Community consultation 8 Informing the community 100 9 Website Excellent 10 Social media 11 Customer service 12 Conservation 13 Sustainable practices 14 Climate change 15 Waste reduction 75 35 16 Waste collections Good 31 17 Animal and pest control 32 18 Natural disaster management 37 36 19 11 Economic development 39 16 20 Agricultural development 38 25 30 34 29 21 Tourism 9 18 27 33 44 22 Town centre development 4 15 24 13 12 21 46 43 23 Goods and services 6 42 28 8 47 50 10 14 23 40 24 Education and training Okay 17 22 2 3 20 26 25 Families and children services 5 41 7 45 26 Youth services 27 Seniors services 1 19 28 Disability access 29 Health and community services 30 Buildings, halls and toilets 31 Sport and recreation 32 Playgrounds and parks 25 Poor Poor 33 Health and wellbeing Performance Index Score (out (out Index Score of 100)Performance 34 Safety and security 35 Library and information 36 Festivals, events, art & culture 37 History & heritage 38 Aboriginal heritage 39 Character and identity 40 Growth and development 0 41 Planning and building Terrible 0 5 10 15 20 25 42 Access to housing Priority (% mentions) 43 Streetscapes 44 Street lighting Q.