Citizen Survey 2006

Slide 1: West Des Moines 2006 Community Survey Results Presented By ETC Institute January 15, 2006

Slide 2: Agenda Methodology Demographics Survey Results Summary Questions

Slide 3: Methodology Survey was similar to the 2002 and 2004 surveys Administered by phone in both English and Spanish Conducted during the fall of 2006 Random sample of more than 400 households Precision of +/-5% at the 95% level of confidence Results were geocoded and mapped

Slide 4: Location of Survey Respondents City of West Des Moines 2006 DirectionFinder® Survey

Slide 5: Demographics

Slide 6: Demographics: How Many Years Have You Lived in the City of West Des Moines? by percentage of respondents 2004 2006 5-10 years Less than 5 years 5-10 years Less than 5 years 25% 24% 28% 22% 11-20 years 11-20 years more than 20 years more than 20 years 23% 22% 26% 30% Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 7: Where Did You Live Prior to Moving to West Des Moines? by percentage of respondents City of Des Moines Metro outside city 20% 14% Always West Des Moines 7% Outside of U.S. Metro in Iowa 2% 24% Outside State 33% Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 8: OVERALL RATINGS

Slide 9: Overall Satisfaction Index 2002 thru 2006 derived from the mean overall satisfaction rating provided by residents Year 2002=100 120 107 103 101 101 100 100 100 80 2002 2004 2006 West Des Moines National Source: ETC Institute DirectionFinder - 2006

Slide 10: Overall Satisfaction With City Services by Major Category by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale excluding don't knows 69% 22% 6%2% Quality of police/fire/emergency medical services 60% 32% 6%3% Quality of parks & recreation, programs, facilitie 55% 32% 10% 3% Customer service from City employees 53% 34% 11% 2% Quality of City sewer utilities 40% 39% 15% Overall enforcement of code violations 5% 42% 36% 15% Quality of City's stormwater management system 7% 36% 41% 18% Maintenance of City streets/buildings 5% 40% 37% 17% Effectiveness of City communication with public 7% 46% 30% 15% Quality of City water services 10% 27% 40% 23% Flow of traffic/congestion in West Des Moines 10% 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 11: Overall Satisfaction With City Services by Major Category for 2006, 2004, 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows 91% 93% Quality of police/fire/emergency medical services 95% 92% 90% Quality of City parks programs/facilities 84% 87% 85% Quality of City sewer utilities 82% 87% 83% Customer service from City employees 82% 76% 80% Quality of City water services 77% 78% 80% Quality of City's stormwater management system 78% 77% 77% Effectiveness of City communication with public 75% 79% 72% Overall enforcement of code violations 70% 77% 70% Maintenance of City streets/buildings 72% 67% 56% Flow of traffic/congestion in West Des Moines 46% 0% 20% 40% 60% 80% 100% 2006 2004 2002 Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 12: Overall Satisfaction With City Services 2006 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows West Des Moines Underlined items Rated Among the Top 25% of All DirectionFinder Cities 93% 91% 62% Police, Fire, and Ambulance Services 92% 37% 92% Parks and recreation 42% 87% 87% Overall quality of customer service 76% 46% 85% City water & sewer utilities 77% 25% 80% Effectiveness of communication with the public 77% 19% 79% Maintenance of City streets/buildings/facilities 78% 32% 80% City stormwater runoff system 0% 20% 40% 60% 80% 100% LOW---------MEAN--------HIGH Source: ETC Institute DirectionFinder

Slide 13: Services That Residents Think Are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top three choices 44% Flow of traffic/congestion management 34% Maintenance of City streets/buildings 26% Quality of City water services 25% Overall enforcement of code violations 21% Effectiveness of City communication with public 16% Quality of City's stormwater management system 15% Quality of police/fire/emergency medical services 15% Quality of City parks programs/facilities 10% Customer service from City employees 6% Quality of City sewer utilities 0% 20% 40% 1st choice 2nd choice 3rd choice Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 14: Perceptions of the City

Slide 15: Perceptions Residents Have of the City in Which They Live - 2006 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows West Des Moines Underlined items Rated Among the Top 25% of All DirectionFinder Cities 19% 95% Overall image of the City 93% 92% 28% 97% Overall quality of life in the City 20% 81% 75% Overall value received for your tax dollars 0% 20% 40% 60% 80% 100% LOW---------MEAN--------HIGH Source: ETC Institute DirectionFinder

Slide 16: PUBLIC SAFETY

Slide 17: Satisfaction with Various Aspects of Public Safety by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale excluding don't knows 63% 29% 6% How quickly fire fighters respond to emergencies 2% 63% 29% 6%2% Overall quality of local fire protection 62% 30% 7%2% How quickly emergency medical services respond 62% 28% 8% 3% Quality of emergency medical services 59% 31% 8% 3% Overall quality of local police protection 59% 28% 9% How quickly police respond to emergencies 4% 53% 34% 11% 2% Overall competence of Police Dept employees 52% 33% 12% Quality of fire prevention education 2% 48% 36% 13% Emergency medical involvement/community awareness 3% 53% 31% 12% Officers attitudes and behavior towards citizens 5% 40% 39% 17% Enforcement of local traffic laws 4% 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 18: Satisfaction with Various Aspects of Public Safety - 2006, 2004, 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows 90% Overall quality of local police protection 93% 91% 92% Overall quality of local fire protection 89% 92% 90% Quality of emergency medical services 89% 91% 92% How quickly fire fighters respond to emergencies 88% 87% 87% Overall competence of Police Dept employees 87% 87% 92% 87% How quickly emergency medical services respond 92% 87% How quickly police respond to emergencies 86% 90% 84% 84% Officers attitudes and behavior towards citizens 85% 85% Quality of fire prevention education 82% 77% 84% Emergency medical involvement in comm awareness 80% 77% 79% Enforcement of local traffic laws 76% 74% 0% 20% 40% 60% 80% 100% 2006 2004 2002 Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 19: Satisfaction with Various Public Safety 2006 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows Underlined items Rated Among the Top 25% of All DirectionFinder Cities West Des Moines 79% 97% 92% Overall quality of local fire protection 64% 92% How quickly public safety personnel respond 92% 93% 90% 61% Overall quality of local police protection 50% 80% 79% Enforcement of local traffic laws 0% 20% 40% 60% 80% 100% LOW---------MEAN--------HIGH Source: ETC Institute DirectionFinder

Slide 20: Public Safety Services That Are Most Important to Provide by percentage of respondents who selected the item as one of their top two choices 26% Enforcement of local traffic laws 20% Overall quality of local police protection 16% Officers attitudes and behavior towards citizens 14% Emergency medical involvement/community awareness 13% How quickly police respond to emergencies 12% Quality of fire prevention education 7% Overall quality of local fire protection 6% How quickly emergency medical services respond 6% Quality of emergency medical services 5% How quickly fire fighters respond to emergencies 5% Overall competence of Police Dept employees 0% 10% 20% 30% 1st choice 2nd choice Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 21: PARKS & RECREATION

Slide 22: Have You Visited a West Des Moines Park During the Past Year? by percentage of respondents No 18% Yes 82% Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 23: Satisfaction with Various Aspects of Parks and Recreation by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale excluding don't knows 6% 29% 62% Maintenance of City parks 3% 7% 22% 68% Raccoon River Park Nature Lodge 2% 8% 27% 63% Raccoon River Park Softball Complex 2% 7% 28% 62% City Aquatic Centers 4% 10% 35% 53% Outdoor athletic fields 2% 8% 28% 59% The number of City parks 5% 11% 33% 53% The City's special events programs 3% 12% 38% 47% Overall quality of programs 3% 11% 35% 50% Number and quality of greenway areas 4% 11% 37% 47% Ease of registering for programs 5% 14% 36% 47% The City's youth recreation programs 3% 11% 30% 54% Walking and biking trails in the City 6% 17% 34% 46% Adult recreation programs 3% 15% 32% 47% The City's senior citizen recreation programs 6% 16% 32% 47% West Des Moines Community Center 5% 15% 35% 43% City Park Restrooms and Shelters 7% 16% 37% 41% Fees charged for recreation programs 6% 17% 32% 44% Accessibility to desired destinations 8% 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 24: Satisfaction with Various Aspects of Parks and Recreation - 2006, 2004, 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows 91% Maintenance of City parks 91% 86% 90% City Aquatic Centers 89% not asked in 2002 90% Raccoon River Park Nature Lodge 89% not asked in 2002 86% The City's special events programs 88% 76% 87% The number of City parks 86% 79% 84% Walking and biking trails in the City 85% 76% 85% Number and quality of greenway areas 85% 74% 85% Overall quality of programs 83% not asked in 2002 90% Raccoon River Park Softball Complex 83% not asked in 2002 88% Outdoor athletic fields 81% 74% 80% Adult recreation programs 79% 72% 83% The City's youth recreation programs 78% 69% 84% Ease of registering for programs 78% 77% 79% The City's senior citizen recreation programs 75% 67% 78% Fees charged for recreation programs 73% 73% 79% West Des Moines Community Center 73% not asked in 2002 78% City Park Restrooms and Shelters 72% not asked in 2002 76% Accessibility to desired destinations not asked in 2002 or 2004 0% 20% 40% 60% 80% 100% 2006 2004 2002 Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 25: Satisfaction with Parks and Recreation 2006 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows Underlined items Rated Among the Top 25% of All DirectionFinder Cities West Des Moines 91% 57% 91% Maintenance of City parks 32% 87% 87% The number of City parks 38% 84% 84% Ease of registering for programs 88% 41% 88% Outdoor athletic fields 90% 19% 90% City swimming pools 84% 17% 85% Walking/biking trails in the City 0% 20% 40% 60% 80% 100% LOW---------MEAN--------HIGH Source: ETC Institute DirectionFinder

Slide 26: Parks and Recreation Services that Are Most Important to Provide by percentage of respondents who selected the item as one of their top three choices 17% City Park Restrooms and Shelters 15% Walking and biking trails in the City 15% Accessibility to desired destinations 10% The number of City parks 9% Maintenance of City parks 7% West Des Moines Community Center 7% The City's senior citizen recreation programs 7% Fees charged for programs 6% Number and quality of greenway areas 6% The City's special events programs 6% The City's youth recreation programs 5% City Aquatic Centers 4% Ease of registering for programs 4% Adult recreation programs 3% Overall quality of programs 3% Outdoor athletic fields 3% Raccoon River Park Nature Lodge 1% Raccoon River Park Softball Complex 0% 10% 20% 1st choice 2nd choice Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 27: CODE ENFORCEMENT

Slide 28: Satisfaction with Code Enforcement - 2006, 2004, 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows 86% Enforcing fire safety codes/regulations 84% 78% 86% Enforcing the maintenance of business property 79% 73% 82% Enforcing sign regulations 77% 68% 81% Enforcing the maintenance of residential property 74% 69% 82% Enforcing building codes commercial construction not asked in 2002 or 2004 82% Enforcing building codes residential construction not asked in 2002 or 2004 0% 20% 40% 60% 80% 100% 2006 2004 2002 Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 29: CITY MAINTENANCE

Slide 30: Satisfaction with Various Aspects of City Maintenance by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale excluding don't knows 6%1% 32% 60% Maintenance of City buildings 10% 2% 39% 49% Overall cleanliness of City streets/public areas 11% 38% 48% Maintenance of traffic signals and street signs 3% 12% 30% 55% Weekly curbside trash collection 3% 13% 42% 43% Mowing/trimming of along city streets 3% 16% 41% 40% Snow removal on City streets 3% 18% 44% 35% Maintenance and preservation of businesses 2% 14% 27% 53% Weekly curbside recycling collection 7% 18% 39% 39% Maintenance of sidewalks in public areas 4% 16% 27% 51% Yard waste collection 5% 17% 37% 40% Adequacy of City street lighting 5% 19% 42% 33% Maintenance of city streets 7% 27% 44% 26% Maint/preservation homes 3% 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 31: Satisfaction with Various Aspects of City Maintenance - 2006, 2004, 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows 92% Maintenance of City buildings 96% 95% 88% Overall cleanliness of City streets/public areas 88% 85% 80% Weekly curbside recycling collection 86% 82% 85% Weekly curbside trash collection 86% 80% 77% Adequacy of City street lighting 86% 85% 86% Maintenance of traffic signals and street signs 85% 82% 78% Yard waste collection 84% 71% 85% Mowing/trimming of public areas 84% 78% 81% Snow removal on City streets 80% 74% 78% Maintenance of sidewalks in public areas 77% 79% 70% Maint/preserv homes Valley Junction 76% 79% 75% Maintenance of City streets 67% 67% 79% Maintenance and preservation of businesses not asked in 2002 or 2004 0% 20% 40% 60% 80% 100% 2006 2004 2002 Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 32: Satisfaction with Maintenance Service 2006 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows Underlined items Rated Among the Top 25% of All DirectionFinder Cities West Des Moines 98% 92% 51% Maintenance of City buildings 86% 62% 92% Maintenance of traffic signals/street signs 81% 43% 87% Snow removal on City streets 32% 89% Overall cleanliness of City streets/public areas 88% 38% 85% Mowing/trimming of public areas 85% 44% 86% Adequacy of City street lighting 77% 21% 75% Maintenance of City Streets 75% 0% 20% 40% 60% 80% 100% LOW---------MEAN--------HIGH Source: ETC Institute DirectionFinder

Slide 33: City Maintenance Services that are Most Important to Provide by percentage of respondents who selected the item as one of their top two choices Maintenance of City streets 25% 17% Snow removal on City streets 14% Adequacy of City street lighting Maintenance of sidewalks in public areas 14% Maint/preserv homes Valley Junction 13% Yard waste collection 12% 10% Weekly curbside recycling collection Maintenance of traffic signals and street signs 9% Maintenance and preservation of businesses 8% Weekly curbside trash collection 7% 7% Mowing/trimming along streets 7% Overall cleanliness of City streets Maintenance of City buildings 4% 0% 10% 20% 30% 1st choice 2nd choice Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 34: OTHER

Slide 35: Satisfaction with Various Aspects of City Growth by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale excluding don't knows 47% 36% 14% Quality of business growth 3% 42% 38% 17% Quality of residential growth 4% 41% 36% 19% Rate of growth in West Des Moines 4% 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 36: Satisfaction with Various Aspects of City Water Services by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale excluding don't knows 70% 22% 5%3% Reliabilty of water service to your home 49% 34% 13% 4% Quality of Water Works customer service 46% 31% 15% Water Works efforts to keep you informed 8% 29% 24% 23% 24% Taste & appearance of your city water 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 37: Have You Visited a City Library in the Last Six Months? by percentage of respondents No 33% Yes 67% Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 38: Satisfaction with Various Aspects of Library and Human Services - 2006, 2004, 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows 91% 92% West Des Moines Public Library 88% 91% 89% Quality library programs/story hour/book disc. 88% 89% 88% Quality library materials: books/videos/magazines 87% 87% 81% Quality of services delivered by Human Services 83% 0% 20% 40% 60% 80% 100% 2006 2004 2002 Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 39: Satisfaction with Various Aspects of City Communications - 2006, 2004, 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows 88% 82% Quality of the City's WDM Magazine 76% 85% 80% Availability of info on City programs/services 72% 78% 71% Quality of City's web site 64% 72% 62% The level of public involvement in local decision 54% 78% Online services offered on city's website not asked in 2002 or 2004 79% West Des Moines Service Desk not asked in 2002 or 2004 0% 20% 40% 60% 80% 100% 2006 2004 2002 Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 40: Satisfaction with City Communications 2006 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale excluding don't knows West Des Moines Underlined items Rated Among the Top 25% of All DirectionFinder Cities 85% 36% 86% Availability of information about programs/service 24% 72% 72% Level of public involvement in local decisions 0% 20% 40% 60% 80% 100% LOW---------MEAN--------HIGH Source: ETC Institute DirectionFinder

Slide 41: Which One of Various Issues is Most Needed In Your Neighborhood? by percentage of respondents Enforce traffic laws 25% Better stormwater mgmt 8% Enforce property maint 11% Better access to parks 11% Don't know 21% Street maintenance 25% Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 42: Which One Thing Would You Change About West Des Moines to Improve Your Quality of Life? by percentage of respondents Affordable housing 19% Employment opportun. 13% Recreation opportun. 13% Don't know 17% Visual/cultural 38% Source: ETC Institute DirectionFinder (November 2006 - West Des Moines, IA)

Slide 43: Summary

Slide 44: Overall Satisfaction Index 2002 thru 2006 derived from the mean overall satisfaction rating provided by residents Year 2002=100 120 107 103 101 101 100 100 100 80 2002 2004 2006 West Des Moines National Source: ETC Institute DirectionFinder - 2006

Slide 45: Summary West Des Moines is setting the standard for other cities Satisfaction levels among residents in West Des Moines are among the highest in the nation Top priorities Traffic Flow Maintenance Water Services (new) Don t become complacent Expectations will continue to rise The City must continue to assess and respond to changing needs

Slide 46: Questions ???