The results are in from Council’s most recent community satisfaction survey and while the report contained some positive results, General Manager Ann Prendergast has called for further improvements.
“Just over three quarters of all residents surveyed were somewhat satisfied with the overall performance of Council,” she said.
“While this statistic is encouraging we’d much prefer to achieve a greater level of satisfaction amongst a broader cross-section of our residents.”
Stand out areas included the collection of domestic garbage, support for aged persons and the quality of water supply across the Shire’s towns.
Areas deemed the most in need of attention included managing development and growth, provision of adequate drainage, availability of car parking and improving the condition of local roads and footpaths.
“These Customer Satisfaction Surveys are one tool which Council uses to track our progress and review opportunities where we can improve our services,” Ms Prendergast said. “And while some of the results are encouraging, we believe there is still much work to done.”
“Ideally we’d like to see top marks in all areas,” she added. “But we’ll use these results in the coming months to re-commit ourselves to improving performance across all fields.”
Another way in which Council is looking to improve customer satisfaction is by scrutinising the way in which it delivers its core services.
“Council delivers a diverse range of services across the Shire,” Ms Prendergast said. “These include water and sewer services, parks and recreation facilities, economic development, and library and tourism services to name but a few.”
As part of Council’s response to the State Government’s Fit for the Future Improvement Proposal, Council gave a commitment to undertake a comprehensive service review program to ensure it delivers its services in the most efficient and effective manner.
The first two reviews focus on the management of the Southern Regional Livestock Exchange and the delivery of Aquatic Services. These reviews are currently underway.
The General Manager said the feedback from both the Customer Satisfaction Survey and the Service Delivery Reviews would be used to prioritise future decision-making choices.
“This includes setting our upcoming schedule of works and our goals for our upcoming Operational Plan,” she said.
“In the interim our Special Rate Variation ‘Investing in our future’ improvement program is already addressing some of our residents’ most important concerns.”
The Special Rate Variation (SRV) came into effect last year and over the course of the next ten years an additional $98.1 million will be spent on essential public infrastructure and renewal projects including roads, stormwater drainage, footpaths, community buildings and parks.
Recently completed SRV projects include the $630,000 upgrade of Church Street in Burrawang, construction of new footpaths along Lackey Road in Moss Vale and Merrigang Street in Bowral. Other completed SRV works include the sealing of sections of Stanley Street in Hill Top and Australia Avenue in New Berrima and improvements to drainage in Braemar.
To view Council’s four-year SRV works schedule visit www.wsc.nsw.gov.au/integrated-planning-and-reporting.
The 2017 Customer Satisfaction Survey was undertaken in July by independent consultants, Micromex Research, with over 400 Shire residents being randomly interviewed by phone on a range of Council services, facilities and criteria. Council undertakes community satisfaction surveys every two years.
Results of the survey can be found at: www.wsc.nsw.gov.au/services/community-consultation/surveys/community-satisfaction-survey.