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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. 1 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. 2 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. 3 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. 4 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. 5 Top Gap Issues % Gap between Service Importance and Service Satisfaction 6 Sidewalks Website Active and Completed Sidewalk Construction Map Information on planning and construction activities Pathways Pathway for Feedback 7 Sidewalks Southlake in Review Funding explanation Sidewalk gap prioritization Social Media Latest News SPIN 8 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. 9 Traffic Website Active and completed city construction page Southlake Boulevard Improvements Project Page Link to DFW Connector site Lobby Display July 2010 10 Traffic Southlake in Review Project explanation Medians Deceleration Lanes Sidewalks Landscaping 11 Traffic Social Media Latest News SPIN 12 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. 13 Emergency Management Website Emergency Management Page Know What2Do links Connect-CTY sign-up Lobby Display National Preparedness Month Stars and Stripes Booth SPIN Forum 14 Emergency Management Southlake in Review Emergency Supply Checklist Warning siren explanation Connect-CTY CERT Social Media 15 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. 16 Drainage Website Completed and active drainage construction projects 17 Drainage Southlake in Review Stormwater Utility Fee Maintenance Activities 18 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. 19 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 20 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. 21 Manage Growth and Development Southlake 2030 Meeting tweets Brochures available in Town Hall Booth at festivals Lobby Display for National Community Planning Month 22 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 23 What’s Next? % Gap between Service Importance and Service Satisfaction 24 Questions? Alison Ortowski Assistant to the City Manager aortowski@ci.southlake.tx.us 817-748-8261 25