Citizen Survey Communication PlanCitizen Survey Communication Plan
June Council Retreat
June 22, 2010
Hello Mayor and Members of the City Council. This is Alison Ortowski with the City Manager’s Office and this presentation will provide you an update on our communication plans with
regard to citizen survey-related issues.
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Presentation Overview
Citizen Survey Top Gap Issues
Communication Criteria
Available Tools
Plan Highlights
What’s Next?
First, I will revisit those top gap issues that were identified in the survey results. Then I will provide an overview of our communication criteria and the City’s available communication
tools. Next, I will outline for you the various ways we will be communicating on each gap issue as well as our plans for future communication efforts.
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Top Gap Issues
% Gap between Service Importance and Service Satisfaction
In the 2009 citizen survey, we asked respondents to rank city services both on an importance scale and on a satisfaction scale. What you see here on this slide is six City services
where the gap between importance and satisfaction rankings was the biggest. What this means is that for these services, we are not meeting our customer’s expectations. As we discussed
at the January retreat, much of the gap can be attributed to respondents not having the information they need. For example, the City does a wide variety of activities related to emergency
management preparedness. However, our communication on this has been lacking and there is perhaps a perception that we are not doing as much as we should. Therefore, much of this comes
down to our ability to effectively communicate on these issues.
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Communication Criteria
Comprehensive
Consistent
Repetitive
What you see on this slide is the overall goals that we set out when we began crafting a communication plan for these top gap issues. First, want to be comprehensive in our communication
efforts. Utilizing a variety of communications means is critical to success. In addition, any message we send must be consistent from media to media and it must be repeated often.
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Available Tools
Printed publications
SPIN
Website
Social media
Public meetings
Town Hall Lobby Display
With the previous criteria in mind, we did an inventory of all of the City’s available communication tools. What you see on this slide is a broad representation of that much more detailed
list. Utilizing printed publications such as the Southlake in Review or issue-specific newsletters, engaging SPIN, and using the City’s website, Social Media, public meetings and displays
at Town Hall are all included in our communication plan.
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Top Gap Issues
% Gap between Service Importance and Service Satisfaction
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Sidewalks
Website
Active and Completed Sidewalk Construction Map
Information on planning and construction activities
Pathways Pathway for Feedback
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Sidewalks
Southlake in Review
Funding explanation
Sidewalk gap prioritization
Social Media
Latest News
SPIN
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Top Gap Issues
% Gap between Service Importance and Service Satisfaction
In the 2009 citizen survey, we asked respondents to rank city services both on an importance scale and on a satisfaction scale. What you see here on this slide is six City services
where the gap between importance and satisfaction rankings was the biggest. What this means is that for these services, we are not meeting our customer’s expectations. As we discussed
at the January retreat, much of the gap can be attributed to respondents not having the information they need. For example, the City does a wide variety of activities related to emergency
management preparedness. However, our communication on this has been lacking and there is perhaps a perception that we are not doing as much as we should. Therefore, much of this comes
down to our ability to effectively communicate on these issues.
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Traffic
Website
Active and completed city construction page
Southlake Boulevard Improvements Project Page
Link to DFW Connector site
Lobby Display
July 2010
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Traffic
Southlake in Review
Project explanation
Medians
Deceleration Lanes
Sidewalks
Landscaping
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Traffic
Social Media
Latest News
SPIN
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Top Gap Issues
% Gap between Service Importance and Service Satisfaction
In the 2009 citizen survey, we asked respondents to rank city services both on an importance scale and on a satisfaction scale. What you see here on this slide is six City services
where the gap between importance and satisfaction rankings was the biggest. What this means is that for these services, we are not meeting our customer’s expectations. As we discussed
at the January retreat, much of the gap can be attributed to respondents not having the information they need. For example, the City does a wide variety of activities related to emergency
management preparedness. However, our communication on this has been lacking and there is perhaps a perception that we are not doing as much as we should. Therefore, much of this comes
down to our ability to effectively communicate on these issues.
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Emergency Management
Website
Emergency Management Page
Know What2Do links
Connect-CTY sign-up
Lobby Display
National Preparedness Month
Stars and Stripes Booth
SPIN Forum
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Emergency Management
Southlake in Review
Emergency Supply Checklist
Warning siren explanation
Connect-CTY
CERT
Social Media
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Top Gap Issues
% Gap between Service Importance and Service Satisfaction
In the 2009 citizen survey, we asked respondents to rank city services both on an importance scale and on a satisfaction scale. What you see here on this slide is six City services
where the gap between importance and satisfaction rankings was the biggest. What this means is that for these services, we are not meeting our customer’s expectations. As we discussed
at the January retreat, much of the gap can be attributed to respondents not having the information they need. For example, the City does a wide variety of activities related to emergency
management preparedness. However, our communication on this has been lacking and there is perhaps a perception that we are not doing as much as we should. Therefore, much of this comes
down to our ability to effectively communicate on these issues.
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Drainage
Website
Completed and active drainage construction projects
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Drainage
Southlake in Review
Stormwater Utility Fee
Maintenance Activities
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Top Gap Issues
% Gap between Service Importance and Service Satisfaction
In the 2009 citizen survey, we asked respondents to rank city services both on an importance scale and on a satisfaction scale. What you see here on this slide is six City services
where the gap between importance and satisfaction rankings was the biggest. What this means is that for these services, we are not meeting our customer’s expectations. As we discussed
at the January retreat, much of the gap can be attributed to respondents not having the information they need. For example, the City does a wide variety of activities related to emergency
management preparedness. However, our communication on this has been lacking and there is perhaps a perception that we are not doing as much as we should. Therefore, much of this comes
down to our ability to effectively communicate on these issues.
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Animal Control
Website
Animal Control Services and FAQ
Southlake in Review
Tips for living with wildlife
Southlake Style – July
City news article
July focus is on pets
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Top Gap Issues
% Gap between Service Importance and Service Satisfaction
In the 2009 citizen survey, we asked respondents to rank city services both on an importance scale and on a satisfaction scale. What you see here on this slide is six City services
where the gap between importance and satisfaction rankings was the biggest. What this means is that for these services, we are not meeting our customer’s expectations. As we discussed
at the January retreat, much of the gap can be attributed to respondents not having the information they need. For example, the City does a wide variety of activities related to emergency
management preparedness. However, our communication on this has been lacking and there is perhaps a perception that we are not doing as much as we should. Therefore, much of this comes
down to our ability to effectively communicate on these issues.
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Manage Growth and Development
Southlake 2030
Meeting tweets
Brochures available in Town Hall
Booth at festivals
Lobby Display for National Community Planning Month
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What’s Next?
Website
Social Media
Lobby Displays
July: Southlake Boulevard Improvements
September: National Emergency Preparedness
October: National Community Planning Month
SPIN: Issue-specific
Forums
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What’s Next?
% Gap between Service Importance and Service Satisfaction
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Questions?
Alison Ortowski
Assistant to the City Manager
aortowski@ci.southlake.tx.us
817-748-8261
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