2016 City of Port Orange Citizen Survey Report April 2016 2016 City of Port Orange Citizen Survey Report Table of Contents City of Port Orange Table of Contents Survey Background and Methodology ................................................................................................. 1 Demographics ............................................................................................................................................ 4 Fire and Rescue Department ................................................................................................................... 7 Police Department .................................................................................................................................... 9 Parks and Recreation Department ....................................................................................................... 11 Community Development Department .............................................................................................. 13 Public Information .................................................................................................................................. 15 Public Utilities Department .................................................................................................................. 17 Public Works Department ..................................................................................................................... 19 General Services ...................................................................................................................................... 22 Quality of Life and Value of Services ................................................................................................. 25 Value for Services ........................................................................................................................... 27 Civic Involvement ................................................................................................................................... 30 City-Wide Goals ...................................................................................................................................... 31 Open-Ended Responses ......................................................................................................................... 35 Conclusion ................................................................................................................................................ 37 Attachment A – Survey Instrument ..................................................................................................... 38 Exhibit 1 – 2016 Citizen Survey Comments by District ................................................................... 56 District 1 ................................................................................................................................... 56 District 2 ................................................................................................................................... 71 District 3 ................................................................................................................................... 82 District 4 ................................................................................................................................. 103 The Following Respondents Did not Know Their District ..................................................... 123 i 2016 City of Port Orange Citizen Survey Report Table of Contents City of Port Orange Tables Table 1. 2016 Satisfaction with Fire and Rescue Department Services ...................................... 7 Table 2. Five Year History of Fire and Rescue Department Ratings that were Satisfactory or Higher 7 Table 3. Sample Comments Related to Fire and Rescue Department Services ........................ 8 Table 4. 2015 Satisfaction with Police Department Services ........................................................ 9 Table 5. Five Year History of Police Department Services Ratings that were Satisfactory or Higher 9 Table 6. Sample Comments Related to Police Department Services ........................................ 10 Table 7. 2016 Satisfaction With the Parks and Recreation Department Services ................... 11 Table 8. Five Year History of Parks and Recreation Ratings that were Satisfactory or Higher 12 Table 9. Sample Comments Related to Parks and Recreation Department Services ............ 12 Table 10. 2016 Satisfaction With Community Development Services ................................... 13 Table 11. Five Year History of Community Development Ratings that were Satisfactory or Higher 13 Table 12. Sample Comments Related to Community Development ...................................... 14 Table 13. 2016 Satisfaction With Public Information ................................................................ 15 Table 14. Five Year History of Public Information Ratings that were Satisfactory or Higher 15 Table 15. Sample Comments Related to Public Information ................................................... 16 Table 16. 2016 Satisfaction With the Public Utilities Department Services .......................... 17 Table 17. Five Year History of Public Utilities Ratings that were Satisfactory or Higher .. 17 Table 18. Sample Comments Related to Public Utilities .......................................................... 18 Table 19. 2016 Satisfaction With the Public Works Department Programs .......................... 19 Table 20. Five Year History of Public Works Ratings that were Satisfactory or Higher .... 20 Table 21. Sample Comments Related to Public Works ............................................................. 21 Table 22. 2015 Satisfaction With General Services .................................................................... 22 Table 23. Five Year History of General Services Ratings that were Satisfactory or Higher 23 Table 24. Sample Comments Related to General Services ....................................................... 24 Table 25. 2016 Satisfaction With Quality of Life ........................................................................ 25 Table 26. Five Year History of Quality of Life Ratings that were Satisfactory or Higher .. 26 Table 27. Sample Comments Related to Quality of Life ........................................................... 27 Table 28. 2016 Value for Service Responses ................................................................................ 27 ii 2016 City of Port Orange Citizen Survey Report Table of Contents City of Port Orange Table 29. Five Year History of Value for Services ...................................................................... 27 Table 30. 2015 Reponses to Civic Involvement Questions ....................................................... 30 Table 31. List of Most Common Words and Phrases Used in Open-Ended Responses ...... 36 Figures Figure 1. Total Survey Responses 2011 - 2016 ................................................................................... 4 Figure 2. Comparison of Responses and Registered Voters By District ..................................... 5 Figure 3. Percent of 2016 Survey Respondents by Age Range ...................................................... 6 Figure 4. Adopted Operating Millage for Volusia County Cities FY 2015-16 .......................... 28 Figure 5. Ad Valorem Taxes Levied Per Capita for Volusia County Cities FY 2015-16 .......... 29 Figure 6. Reponses to Importance of City-Wide Goals ................................................................ 31 Figure 7. Word Cloud of Most Frequent Words and Phrases Used in the Open-Ended Responses 35 iii 2016 City of Port Orange Citizen Survey Report Survey Background and Methodology City of Port Orange Survey Background and Methodology For over ten years, the City has conducted a Citizen Survey annually as part of the City’s budgeting process. In previous years, the results have provided valuable information for measuring how citizens rate the quality and performance of the City’s programs and services. The 2016 Citizen Survey serves as a valuable tool for measuring service performance and soliciting feedback on key budget goals and operating objectives. During January and February 2016, the City of Port Orange emailed almost 7,000 contacts within the city with a link to the survey. Other notifications about the survey included: links from the City’s website, twitter posts, Facebook posts, and actual posters. Respondents were given the opportunity to complete surveys on paper, and the City received two responses in this fashion. This year was the first year the City used SurveyMonkey to facilitate the Citizen Survey. This was an efficient and effective method to collect responses and it aided in the analytical process. In addition, the SurveyMonkey subscription can now be used (and is in fact already being used) to help gather additional helpful data throughout the year. Individuals accessed the 2016 Citizen Survey 2,161 times, however the number of valid responses was 1,878. This reduced amount is due mostly to a large number of people who accessed the survey, but did not answer any questions. Regardless, the 1,878 responses is a 62% increase over last year’s 1,160 responses. The survey instrument was designed to solicit between 77 and 78 responses to questions (depending on how people answered queries) that could be easily answered and would provide meaningful information. The questions were grouped by the following categories: 1 2016 City of Port Orange