The Manager of Organizational Performance and Strategy, in consultation with David Head of MQO Research, conducted a powerpoint presentation outlining the results of a Citizen Satisfaction Survey which was used to guide the process of strategic planning.
Questions were raised and answered throughout the presentation by members of Council.
The Committee thanked the presenters and acknowledged the following conclusions:
- Overall, the City is performing well as evidenced by notable increases in satisfaction on key indicators in comparison to 2018. This suggests investments made by the City as part of the new strategic directions are paying dividends in the eyes of residents.
- Residents were also more satisfied this year with the City’s ability to communicate and be accountable to St. John’s residents. Ratings for all communication and accountability metrics increased compared to 2018 which speaks well for the performance of city staff.
- Most residents exhibited some level of trust in the City of St. John’s. They also showed strong support for the City’s key areas of strategic direction, and perceptions of elements related to the City’s strategic directions were very positive.
- Residents of St. John’s are mixed in their experiences of how the pandemic has impacted their lives.
- In light of the pandemic the City should ensure that programs and services are easily accessible to all residents (whether online or in-person), that the City is responsive to requests for assistance, and that City staff continue to positively interact with residents.
- When it comes to public spending, residents are concerned with key areas of infrastructure maintenance but are also supportive of capital spending on non-essential infrastructure. These should be areas of focus for investment moving forward; a well-rounded budget will ensure focus on a variety of key areas to improve quality of life for all City residents.