Toowoomba Region Community Survey results are in

Clifton Customer Service staff

Overall resident satisfaction with Toowoomba Regional Council (TRC) services has been rated 6.6 out of 10, according to the Toowoomba Region Community Survey completed last year.

TRC’s Finance and Business Strategy Committee today recommended the adoption of the survey and the distribution of the results to residents. Council will consider adopting the Committee’s recommendation at next week’s Ordinary Meeting of Council.

Toowoomba Region Mayor Paul Antonio said the results were generally pleasing and highlighted opportunities for Council to improve in a number of key areas.

“The survey was an important opportunity to hear from and understand how Council is performing in the eyes of our community,” Mayor Antonio said.

“Council performed better in terms of service provision than other comparable regional councils (such as Townsville, Mackay, Sunshine Coast and Logan) as well as councils measured by the Local Government Association of Queensland (LGAQ), which is a very pleasing result.

“The results also reveal a considerable improvement in residents’ satisfaction with Council services and facilities since the survey was last completed in 2008.

“While we can take a level of satisfaction from the results, the findings also identify priority areas that Council will aim to address to improve service delivery.

“Results show that the provision of conservation services, planning for population growth and establishing and enhancing international tourism and economic relationships are important to residents and areas where improvements are required.

“Our residents also indicated they would like Council to focus on improving public toilets, support provided to the community, upgrading road networks and street lighting. Other responses sought more consideration for how we design, connect and shape towns through good urban design.

“The results will help us build on our commitment to provide high quality services and facilities across the region and will contribute to the development of the next Corporate Plan to set the Council’s direction and priorities.

“The Corporate Plan is our guiding document for delivering services to the community so it is timely for residents to start considering ideas to help with the formulation of the next plan. Council encourages greater public participation and public feedback anytime as a means of meeting public expectations.

“Council’s ongoing strategic planning is an important extension of our current work to ensure we continue to provide a range of value-for-money services to enhance our enviable lifestyle well into the future.”

TRC Stakeholder Engagement and Communication portfolio leader Cr Megan O'Hara Sullivan expressed her appreciation to residents who participated in the survey.

“I would like to thank all community members across the Toowoomba Region for their feedback and participation,” Cr O’Hara Sullivan said.

“While the survey results are a valuable tool for gauging our strengths and weaknesses, they also allow us to compare our performance with other councils and create a valuable baseline for future surveys.

“We acknowledge the findings and will focus on work to improve our efforts in the key areas identified.”

Summary of survey findings:

Residents viewed Council as performing well in delivering core services and were most satisfied with household waste collection (94% satisfaction), maintenance and management of cemeteries (87%) and waste management centres (84%).

The results also show that Council is performing well in delivering core facilities and residents were most satisfied with libraries (93%), parks, open spaces and playgrounds (93%) and museums (91%).

Residents connected to Council’s sewerage network were overwhelmingly satisfied (93%) with the service, recording an average satisfaction rating of 8.2. Residents connected to Council’s water service recorded an average satisfaction rating of 7.3 (or 82%) for water pressure.

The survey was commissioned to assess community satisfaction with Council’s performance and identify ways to provide improved or more effective service delivery. Residents were asked to rate their level of satisfaction in the areas of services and facilities, Council’s Corporate Plan and community engagement.

The results reveal that 60% of residents agree that services and facilities provided by Council are value for money. The results also show that rural residents’ satisfaction with Council services was 6.2 out of 10 with urban residents returning a rating of 6.9 out of 10.

The survey was administered by independent market research consultants IRIS Research last year. The survey involved 822 residents over the age of 18 being randomly selected to complete the survey via telephone from 21 August to 1 September 2017. The sample had a demographic spread across age, gender and location to ensure survey results were representative of the region.

The broader community was invited to complete the survey online via Council’s Your Say website and in hard copy from 4 to 15 September 2017.

Council is developing action plans based on priority areas highlighted through the results of the phone survey together with online and hard copy surveys to use as input into the next Corporate Plan. The community will have further chances to comment on Council services and facilities as part of the Corporate Plan consultation process starting later in the year.

For more information on the Toowoomba Region Community Survey, please visit call Council on 131 872 and quote Toowoomba Region Community Survey or email 

View the Community Survey infographic.

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