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HomeMy WebLinkAboutVII (H) National Citizen Survey ICMA Web Site Agenda 4-15-2003 Item VII H INTERNATIONAL CIMY/COUNTY MANAGEMENT ASSOCIATION ©]cmA,org '` CREATING EXCELLENCE IN LOCAL GOVERNMENT J t rhmugh professional naanaftenlenr [Search. . . O ICMA : Services for Local Governments : National Citizen Survey : The National Citizen Survey Schedule 1CMA Horn Programs&Information The National Citizen SurveyTM Schedule About ICMA The National Citizen Survey Schedule NCS Frequently Asked Questions Capabilities and Expertise Member Benefits and Information The National Citizen SurveyTM is administered in "classes" that begin each month. Your jurisdiction will progress through the process with several other Who's Who jurisdictions in one "class." Information Resources When you enroll you will join the next available class of participants, unless Conferences, Meetings,and Events you specify a later class. In order to join a particular class, you must get your Public Management Magazine(PM) enrollment form to National Research Center, Inc., two weeks before the start Professional Development date. Late arrivals are added contingent on space available. International Programs See the download section at the bottom of the page for detailed timelines. Interest Groups and Discussion Lists April 2003 Bookstore Start: March 31 ]obCenter Data collection: May 27-June 23 Services for Local Governments Draft reports: July 24 Ulmer for Peiformance Measurement Completion: August 4 GavStreetUSA Store Govofdce Website Systems May 2003 harry 04) Sere Start: May s National ❑trzen Survey Data collection: June 23-July 1 Corporate Partners Draft reports: August 11 Retirement Corp. (ICMA RC) Links Completion: September 2 Passwords and Preferences June 2003 En. Start: June 2 Brownfields Data collection: July 21-August 18 Career Resources Draft reports: September 8 Citizen and Resident Participation Community and Economic Completion: September 29 Development Council-Manager Form of Government Culture,Libraries,and Art Elected Officials Environment Downloads http://www2.icma.org/main/bc.asp?bcid=201&ssid1=50&ssid2=I33&ssid3=385 4/4/2003 ICMA Web Site Page 1 of 4 INTERNATIONAL CITY/COUNTY MANAGEMENT ASSOCIATION OICMA.org CREATING EXCELLENCE IN LOCAL GOVERNMENT through pro(eAAemal management 'Search. ICMA : Services for Local Governments : National Citizen Survey DICMAHome National Citizen Survey Programs&Information About ICMA The first and last measure of good government is citizen satisfaction. Capabilities and Expertise N TION.V. • Are your citizens happy with the services Ct riz EN Member Benefits and Information you provide? SURVEY Who's Who • Are decisions about spending producing Information Resources results? Conferences, Meetings,and Events • How do citizens feel about new initiatives? Public Management Magazine(PM) Professional Development • What service areas are priorities for improvement? International Programs One measure of the City's performance measurement initiative is customer Interest Groups and Discussion satisfaction. The use of citizen surveys provides this kind of information and Lists allows city staff and our elected officials to receive the feedback they want and Bookstore need. JobCenter Jerry C. Hiller, City Manager, Watertown, New York Services for Local Governments Center for PerformanceWhat is the National Citizen Survey""? Measurement Developed by ICMA and National Research Center, Inc., The National Citizen Survey (The NCSTM) is a low-cost citizen survey service for local governments. Gov5t2etU5A5lnre Tested, flexible, affordable, and efficient, The NCS'" lets you survey citizen GovOffice Wehsite Systems opinion for InQuiry(IQ)Service • Program planning National Citizen Survey Corporate Partners • Budgeting Retirement Corp. (ICMA RC) • Goal setting Links • Priority setting Passwords and Preferences • Benchmarking Brownfields Staff can use the results of The NCST" to improve service delivery. Elected Career Resourcesofficials can use the results to set spending priorities-The manager can use the results to measure progress and chart future steps. Citizen and Resident Participation Community and Economic You select from a set of standard questions to assess citizen opinion about Development basic services and community life. Additional customized questions let you tailor the survey to your unique needs. Council-Manager Form of _ Government What Do You Get? Culture, Libraries,and Art The NCST" basic service offered by ICMA and NRC includes: Elected Officials Environment • Customized survey form with jurisdiction name, logo, and local contact • Choice of services to be surveyed httb://www2.icma.org/mainfbe.asp?bcid=39&ssid1=50&ssid2=133 4/4/2003 ICMA Web Site Page 2 of 4 Ethics • Addition of three optional questions Finance and Administration • Customized cover letter on Jurisdiction letterhead with mayor's or Health and Human Services manager's signature Local Government • Three mailings to 1,200 randomly selected households: pre-survey Management/Administration postcard and two mailings of the survey instrument Parks and Recreation Performance Measurement • A margin of error(95 percent confidence interval) of no more than +/- 5 percentage points around any percent Personnel and Human Resources Planning and Zoning • Data input and cleaning Public Safety,Security, and • Data weighted to reflect population norms Emergency Management Public Works • Statistical analysis of survey results Schools • Written report illustrated with tables and graphs summarizing the Smart Growth survey results Technology • Comparative norms for service evaluations Telecommunications • Technical assistance by phone and e-mail Transportation • Electronic data files for your records The following options are available for an additional fee: • Demographic crosstabulation • Geographic crosstabulation • Customized norms • Comparison to prior results • Expanded mailing • Spanish-language version • Open-ended question Options and Prices The price for The NCST" Basic Service is $7,500. Additional options are available for the following additional fees: Additional Fee Description Option Demographic Crosstabs will be provided in a separate report for cross $750 4 demographic questions by 10 question items. An tabulation NRC representative will help you select those items. Geographic Crosstabs will be provided in a separate report for cross $1,200 evaluative questions (1-15) by each geographic tabulation area. Choosing from among several options,jurisdiction Custom norms $950 selects criteria for a set of custom norms. Custom norms will be provided alongside comparative http://www2.icma.org/main/bc.asp?bcid=39&ssidl=50&ssid2=133 4/4/2003 • ICMA Web Site Page 3 of 4 • norms In report tables. Graphs will include either custom or comparative norms but not both. Tables in the final report include comparisons of Comparison to the jurisdiction's service evaluation ratings to its $1,700 ratings from as many as three previous years. If prior results you have more than three years of data, this option can be customized for you. Expanded $6,000 Survey Is mailed to 3,000 residents instead of mailing 1,200. Survey cover letter includes paragraph In Spanish asking those who wish to complete the survey in Spanish $1,600 Spanish to contact the jurisdiction and request Spanish copy of survey. Jurisdiction will be mailed envelopes - outbound and return - and surveys to mail out to those individuals. One open-ended question chosen by the Open-ended Jurisdiction is added to the survey. Responses will question $1,200 be categorized and reported in a table under separate cover, accompanied by a complete list of verbatim responses. Reliability of the Survey: Credible, Comparable Results The NCSTM was reviewed by a panel of experts and tested in pilot cities in four geographic regions: • Long Beach, California • Oklahoma City, Oklahoma • Tucson, Arizona • Watertown, New York Feedback from the pilot tests and from focus groups and surveys was incorporated into The NCST". Since The NCSTM was introduced in 2001, local governments in 15 states have participated. The entire survey process is being continually refined to ensure that your local government receives the best information possible per dollar spent on your citizen survey. National Research Center, Inc., has many years of experience providing contract survey work for local governments. NRC principals wrote ICMA's best- selling book, Citizen Surveys: How to Do Them, How to Use Them, What They Mean. The NCS'" gives you results with the highest credibility from independent professional survey specialists. You get the satisfaction of personal service, the benefit of comparability with other jurisdictions, and the efficiency of a standardized process. For answers to your frequently asked questions (FAQ) click here For more information and to learn how your community can enroll for The National Citizen SurveyTM, send an a-mall to ncs@icma.org. http://www2.icma.org/mainfbc.asp?bcid=39&ssid1=50&ssid2=133 4/4/2003 ICMA. Web Site Page 4 of4 The NCSTM begins a new class each month. The entire process takes 18 weeks to complete. For a current schedule, click here. Click here to print out and complete the enrollment form and fax It or mail It to Nedra lames, ICMA, 777 North Capitol St., NE, Ste., 500, Washington, DC 20002-4201. • The National Citizen Survey Schedule • NCS Frequently Asked Questions Downloads YJ For a downloadable PowerPoint presentation describing The National Citizen Survey'", click here. (Microsoft PowerPoint Presentation, 1,083 KB) YJ For answers to your questions about The NC5'M,dick here. (Microsoft Word Document, 30 KB) ✓ C• lick here to read more about The NCSTM from a recent article in The fM�ayor Newsletter. (Adobe Acrobat Document, 33 KB) L"J1 T• he NCS- Enrollment Form (Adobe Acrobat Document, 40 KB) FJ The NCS'M Class Schedule (Microsoft Word Document, 28 KB) March 2003 Timeline (Adobe Acrobat Document, 95 KB) iLn L+'J A• pril 2003 Timeline (Adobe Acrobat Document, 95 KB) © 2003 International City/County Management Association (ICMA) 777 North Capitol Street, NE Suite 500 Washington, DC 20002 Main phone number: 202-289-4262 Member services: 202-962-3680 Main fax number: 202-962-3500 Order processing center: 1-800-745-8780 General contact,nformation Staff contacts for ICMA members Please notify us If you experience any problems. ICMA Privacy Policy http://www2-icma.org/main/bc.asp?bcid=39&ssid I=50&ssid2=133 4/4/2003 ICMA Web Site Page 1 of 4 • INTERNATIONAL CITY{COUNTY MANAGEMENT ASSOCIATION ,r l ©ICMA.Org CREATING EXCELLENCE IN LOCAL GOVERNMENT t`£' rfirnu, h prntL,m4pnal man:lgenlent (Search. . ICMA : Services for Local Governments : National Citizen Survey : NCS Frequently /CNA' ': Asked Questions Programs&Information NCS Frequently Asked Questions About ICMA The National Citizen Survey Schedule I NCS Frequently Asked Questions Capabilities and Expertise Member Benefits and Information What is The National Citizen Survey'"? Who's Who The National Citizen Survey'N is a unique service to administer, analyze, and Information Resources report results from a customizable citizen survey. National Research Center, Conferences, Meetings,and Events Inc. and ICMA are able to provide this service at a relatively low cost through careful standardization and automation of the survey process. Each Public Management Magazine(PM) participating jurisdiction can make important customizations for its locale, and Professional Development the report compares the results from your jurisdiction with results from other International Programs jurisdictions across the US_ Interest Groups and Discussion (( \ Lists \ Why should we survey our citizens? Bookstore Good reasons include: to measure service performance; to benchmark service quality ratings; to assess community needs; to make long-range, short-term or ]obCenter strategic plans; to demonstrate the receptivity of your government; to evaluate Services for Loca Govarnments potential policies or community characteristics; to continue a trendline from Center for Performance periodic surveying; or to respond to a council mandate. These days, residents Measurement expect their local government officials to be as well informed about"customer" perspectives as the best businesses are. GovStreetUSA Stove Govomee weraae shtems Why should we use The National Citizen Survey'" instead of InQuiry(IQ)Sen, , doing the survey on our own? National Citizen Survey The National Citizen Survey'" offers many advantages over both in-house a _...... Corporaatete Partners administration and the use of a consultant. These include reduced costs, Retirement Corp. (ICMA RC) comparisons to national norms, and the credibility of a widely reputable independent research firm Links — Passwords and Preferences C What kinds of questions are included on the survey?—-- Questions Questions are included about the qua Ity of life in your community or county, local policies, demographics, quality of local government services and resident Brownfields use of services. Career Resources Citizen and Resident Parbopalion Our jurisdiction provides a wide array of services. Will The Community and Economic National Citizen Survey^" let us survey opinions about all of Development these services? Council ManagerForm of The selection of service questions is extensive, so all of the major services that you provide are likely to be represented Government . Culture, Libraries,and Arc We participate in ICMA's Center for Performance Elected Officials Measurement. Can we use The National Citizen Survey"' to Environment collect data for CPM? Yes. In fact,The NCS was designed to coordinate with CPM data collection. If http://www2.icma.org/content/bc.asp?hcid=202&ssidl=50&ssid2=133&ssid3=386&p=1&t-0 4/4/2003 ICMA Web Site Page 2 of 4 • Ethics you use the NCS survey instrument, you will not need to ask citizens the same Finance and Administration questions again for CPM purposes. Health and Human Services Local Government Can results be used for measuring government performance? Management/Administration Yes, the opinion of residents is critical in understanding the quality of service Parks and Recreation delivery and has become a widely used performance measurement tool. We remind our clients that administrative records and independent observations Performance Measurement about actual service efficiencies and quality measures are important, too. Personnel and Human Resources Planning and Zoning To what extent is the survey customizable? Public Safety, Security, and You may custom ze orxmveq-bq-pF o questions that are Emergency Management commonly used in citizen surveys, that have been endorsed by a panel of Public Works experts, and that have been tested at several pilot sites. You also have the option of creating three policy questions that are entirely specific to your Schools jurisdiction. Furthermore, you may choose among a selection of additional Smart Growth services to modify the administration by including an open-ended question, Technology comparisons to your previous survey results, a larger sample size, a Spanish translation, customized norms, geographic crosstabs, and a breakdown of Telecommunications results by respondent characteristics. Transportation What will the margin of error in the results be? Typically, with a sample size of 1,200 surveys, there will be about 400 responses, which translates to a margin of error that is approximately 5 percentage points around any percent. One of the additional options is a larger sample size of 3,000 residents, which will reduce the margin of error to about 3 percentage points. How long will jurisdiction staff spend on The National Citizen SurveyTM? This will vary, and will depend in part on the way that your jurisdiction operates. A lead staff member for the project could expect to spend at least 10 hours over the course of the administration. Publicity is encouraged, and will take additional staff time. The reward for your rather small investment of time will be a better survey and a higher response rate. What is the cost of The National Citizen Survey"", and how does it compare to the cost of a survey from a private consultant? You will find enclosed a list of options for The National Survey'" services, and you will find The NCS'" more affordable than a fully customized survey. The added value of normative data makes The NCS'M even more cost effective. How long will it take to get results and the report once we sign .l ��---- up?. / Once you sign up, you will receive a packet of materials requesting information about customizing the survey. The complete time frame is approximately 12 weeks from the time we receive your completed materials from this packet. _ How will the survey be administered? The survey will be administered by mall. A postcard is sent to randomly selected households announcing that a survey will follow. The first survey comes a week later and is followed by a "reminder" survey one week after that. http://www2.icma.org/content/bc.asp?bcid=202&ssid1=50&ssid2=133&ssid3=386&p=1&t=0 4/4/2003 CMA Web Site Page 3 of 4 How many people in our jurisdiction will receive the mailing? The basic service Includes a sample size of 1,200 residents. However, we also offer the option of a sample size of 3,000 residents at an additional cost. How many responses can we expect? With a sample size of 1,200, we typically receive about 400 responses. For a sample size of 3,000, we expect approximately 1,000 responses. The actual number varies from jurisdiction to jurisdiction. The response rate will depend partly on the amount of publicity you provide ahead of time. What about people who don't speak English? We offer a Spanish-language version of the survey Instrument as a service option What kind of report will we get? The comprehensive fina report inc u es an executive summary, survey background, survey methods, local results, and appendices. Local results are presented in tables and graphs. A separate report, intended for internal use or for public information purposes, at the manager's discretion, compares local results to norms based on NRC's database of over 300 surveys conducted throughout the U.S. over the past ten years. Can we compare the results of The National Citizen Survey"' to the results of surveys we did in the past? Yes. As an option, we can convert most service evaluations to The NCSTM measurement scale for comparisons over the last 3 administrations to The NCSTM results. Do we have to compare our results to those from a prior year if we have done a citizen survey before? No, the choice is yours. With which communities will we be able to compare our results? The normative comparisons are based on about 300 jurisdictions where citizen surveys have been conducted recently. These are communities from all across the United States ranging in size from just a few hundred to over 2 million. More than 100,000 residents of counties, villages, townships and cities completed these surveys and they are intended to represent over 30,000,000 Americans. Norms can be customized, too, so that your jurisdiction is compared to others in the database of similar size, location or type (e.g., counties, cities, towns, etc.). What if we don't want our results publicized? That is up to you. The final report is delivered to the client only, on your time schedule, Comparisons with the normative data are presented in a separate report. Results from our database remain confidential. Norms are created by grouping results so that individual jurisdictions remain anonymous unless they opt to be mentioned for purposes of positive recognition. How is the validity of the survey authenticated? In the final report, we provide an elaborate description of our meticulous http://www2.icma.org/content/bc.asp?bcid=202&ssid1-50&ssid2=133&ssid3=386&p=1&t=0 4/4/2003 ICMA Web Site Page 4 of 4 survey methods. We also provide a certificate of participation, suitable for display, signed by the executive director of ICMA and the president of NRC, to all Jurisdictions that successfully complete the survey project. © 2003 International City/County Management Association (ICMA) 777 North Capitol Street, NE Suite 500 Washington, DC 20002 Main phone number: 202-289-4262 Member services: 202-962-3680 Main fax number: 202-962-3500 Order processing center: 1-800-745-8780 General contact information Staff contacts for_ICMA members Please nnotify us if you experience any problems. ICMA Privacy Policy http://www2-icma.org/content/bc.asp?bcid=202&ssid1=50&ssid2=133&ssid3=386&p=1&t 0 4/4/2003 ENROLLMENT FORM The National Citizen SurveyTs The NCSTM'Basic Service $7,500.00 0 Your selection of additional options will be confirmed during the preparation for your community's citizen survey.At that time,you will pay half the cost of the additional options you have chosen. You will be invoiced for the balance for Basic Service and your chosen options after the survey process is completed and a final report is delivered to you. Additional options available: Demographic cross tabulation 5750.00 Geographic cross tabulation $1,200.00 Custom norms $950.00 Comparison to prior results $1,700.00 Expanded mailing $6,000.00 Spanish $1,600.00 One open-ended question $1,200.00 ILMA Member Number Name rluu orsanaation Addles Cay/Statarzin Flame I axa moil 2. Payment Method: J Check enclosed for$3,750.00 Confirmation&Cancellation Polley You will receive written confirmation of your order from National 3. To Order:use the enclosed business reply envelope to Research Center(NBC)within 10 days of receipt of payment.Through send this completed form with payment to: week 51see Timeline for The National Citizen Survey'"INCS'"'D.luris- The National Citizen Survey'" dictions may withdraw from The NCSJM and receive a full refund of National Research Center Inc fees paid,less 25%.After week 5.there will be no refunds. Attn.l leather Callahan — ---- ---- - 3005 30th Street Boulder CO S0301 A Nation I 1:,.` Sill Lei ♦ I/I M1