13 October 2017

Media: Rotorua Daily Post

Topic: 2017 NRB satisfaction survey

Inquiry

I have some questions in regards to the 2017 survey results Council had the National Research Bureau do.

-How many people participated in the survey in 2017 and how many people participated in the survey in 2016?

-How did people participate in this survey - what options were there to participate?

-What was the ratepayer base in 2017 and 2016 when these surveys were conducted?

-What is the purpose of these surveys and how long have they been running?

-How much did the survey cost to conduct in 2017 and 2016?

-There are a lot of questions that have not been asked in 2017 that were asked in 2016 - why was this?

-In the 2017 there was no question that asked about performance of council staff, the mayor and councillors but it was asked in 2016 and 2015 - why was this question dropped this year when it seems the percentages for Just Acceptable had remained static while the Not Very Good/Poor figures had risen in 2016?

-Roading and Public toilets were some of the main concerns - what is Council planning to do to address these issues?

Responses

Comment from Acting CE Craig Tiriana:

"The survey informs the organisation's annual reporting, specifically current performance measures.

It is not a stand-alone document but forms part of annual reporting on non-financial performance measures and is one tool which has been chosen to measure performance against set targets. The survey was refined this year to reflect current performance measures.

The survey became available to the public on Council's website on 5 October, prior to audited non-financial performance measures being reported to elected members during that day's Operations & Monitoring Committee meeting."

Note: To help you see how the survey aligns with performance measures see p13-35 of the 5 October Operations & Monitoring Committee meeting agenda for the full report on non-financial performance for the 2016/17 which you'll see includes the audited report - pages 26 and 27 relate specifically to governance and engagement. This may help you understand how the survey aligns with performance measures.

Information

The survey is a phone survey (landlines) and 401 Rotorua residents were surveyed this year, including approximately 120 aged 18 to 44.

The survey results are available on Council's website at THIS LINK

The cost of the survey in 2016 was $27,000 + GST and for 2017 was $18,500 + GST. The cost was reduced this year because the questions were refined to reflect current performance measures.

Re "ratepayer base" - these figures are for rateable properties('rating units') rather than number of ratepayers: In 2015/16 there were 29,080 rating units and in 2016/17 there were 29,108 rating units.

Please note: The survey is a survey of residents, not ratepayers.

Public toilets:

Council is working on a plan to improve public toilets and a proposal will go to elected members for their consideration as part of 2018-28 Long-term Plan development.

Roading:

Traffic congestion and road maintenance are key reasons for dissatisfaction about roading and there has been particular concern about traffic congestion along Rotorua's eastern corridor ie Te Ngae Road which is a state highway (so comes under NZTA).

Council has an annual programme of works for local roads for which it has responsibility (about 1000km of road) and close to $10m has been allocated for local roads and footpaths for the 2017/18 year including renewals, upgrades, sealing and improvements.

Council is also working closely with the New Zealand Transport Agency on state highway improvements. The Transport agency is investing millions in Rotorua over the next few years.

See below from p47 of the October 5 Operations & Monitoring Committee meeting agenda, outlining status of roading projects/programme (local and state highways):

Further design work has been progressed with the New Zealand Transport Agency for both the Eastern and Central corridors. The intention is to enable the proposed works on the two corridors to start in early 2018.

The current high level programmes of work anticipate:

• Amohau Street (investment about $11 million) during the 2017/18/19 years.
• During the same period works are anticipated at the intersections of Sala Street/Te Ngae Road and Tarawera/Te Ngae roads, an investment of about $12 million;
• Walking/cycling improvements will be progressed from Brent Road to Old Taupo Road (investment between $3-4 million). In collaboration with Council the Transport Agency is also now starting the detailed business case that will determine funding required for four-lane improvements from Iles Road to Owhata and to the airport. It is anticipated this work will be completed by March 2018.Brief status update on other transport capital projects:Projects to start in the second quarter:
• Springfield/Otonga Roads intersection, which includes significant cy-way components
• Karamu Street upgrade in Mamaku - footpaths and safety
• Reporoa Road foundation rehabilitation
• River Plate Road (Ngakuru) - culvert replacement
• The annual resealing programme will also commence shortly. Affected residents are currently being notified with a mail drop. Projects to be tendered:
• Victoria Street foundation rehabilitation
• Flood damage remedial works arising from the March - June storms.