Getting Better At What Matters


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Here\'s a presentation I put together for our speakers\' bureau to communicate the results of a sort-of-recent Resident Satisfaction Survey to constituents.

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Getting Better At What Matters

  1. 1. 1
  2. 2. “Find out what the people want and give it to them.” – Unattributed 2
  3. 3. Gauging Resident Satisfaction  Conducted Resident Satisfaction Survey in Oct. 2008  Asked 10,000 residents: How are we doing?  Six key service areas:  Public Safety  Neighborhood Services  Transportation  Recreation & Culture  Health & Human Services  Economic Development  General Government 3
  4. 4. To provide a safe and secure community through public safety services that are coordinated, professional, courteous, efficient and effective. PUBLIC SAFETY 4
  5. 5. Always ready to serve and protect Satisfaction ratings for access to police is 52 percent during non- emergencies and 60 percent during emergencies. That's a 6-point Compared to national benchmarks, increase across-the- satisfaction with police is on par with other large metros. Fire exceeds those benchmarks board over 2005 by 4 percent. levels. 5
  6. 6. Watch what it’s like to be a County firefighter 6
  7. 7. Taking guns off the street The number of illegal guns seized from the streets has tripled since the implementation of the Gun Bounty Program. In 2008, the seizure of 188 guns led to 110 arrests. 7
  8. 8. Children are worth fighting for With the juvenile arrest rate decreasing nearly 50 percent over the last decade, it’s no wonder the Juvenile Services Department has received international Watch and learn about the Violence Intervention Program. recognition. 8
  9. 9. Watch our Violence Intervention Program Spot 9
  10. 10. Feeling safe walking alone In 2008 In 2003  75% during the day  55% during the day  51% at night  32% at night 10
  11. 11. Making sure you’re hurricane ready Satisfaction with the overall quality of the County's emergency preparedness services is up 9 points to 69 percent in 2008 over 2005. 11
  12. 12. To provide efficient, accountable, accessible and courteous neighborhood services that will enhance the quality of life and involve the community. This includes ensuring that public roads are repaired, neighborhoods are kept clean, green space areas are available, water is kept running, drainage systems work efficiently. NEIGHBORHOOD SERVICES 12
  13. 13. Prevention is the best medicine Street flooding is diminishing – more than 13,000 storm drains and pipes were unclogged in 2008 alone. NEAT crews filled more than 45,000 potholes and repaired 12,000 sidewalks. 13
  14. 14. Watch how we get our hands dirty keeping things NEAT! 14
  15. 15. Cool, clean water from the tap Our tap water exceeds both state and federal standards and has been judged the state’s best- tasting water by the Florida Section of the American Water Works Association. But the judges that matter most are our customers, and your 79 percent satisfaction rating means you trust your water supply. 15
  16. 16. A dirty job well done Sewer service is a subject most prefer to avoid, that is, until something goes wrong. We earned a 75 percent satisfaction rating in 2008, an increase of 5 points over 2005. 16
  17. 17. Clean neighborhoods, twice as fast In three years, the average response time for bulky waste pickup collection has been reduced from 14 to 7 days. Your community’s waste service is among the nation’s very best. And thanks to the new single cart system, recycling is up 120 percent. 17
  18. 18. Good on waste management Garbage collection service received an 84 percent satisfaction rating. Compared to 2005, overall cleanliness ratings are up 13 points in 2008 to 61 percent. 18
  19. 19. Creating an urban oasis Strategic planting of vegetation spruces up neighborhoods and lowers temperatures. They also help reduce flooding and slow wear and tear on By adopting and planting more than 130,000 free trees provided through the roads and sidewalks. Adopt-a-Tree program, you’ve helped reforest the community, lower energy bills and clean the air. 19
  20. 20. To provide a seamless, efficient, intermodal transportation system that enhances mobility throughout our neighborhoods and region, and expedites domestic and international commerce. TRANSPORTATION 20
  21. 21. Big airport, big satisfaction Miami International Airport ranked as the No. 6 most satisfying large airport in North America, according to a 2008 J.D. Power customer satisfaction study. 21
  22. 22. Friendly service during smooth rides Bus driver courtesy ratings are up 7 points from 44 percent in 2005 to 51 percent in 2008. In 2008, buses arrived as scheduled 76 Better on-time performance and more miles percent of the time between breakdowns has led to a marked increase in resident satisfaction with the compared to 67 frequency and reliability of train service – 61 percent in 2003. and 63 percent respectively – a net gain of 7 and 6 points each. 22
  23. 23. Becoming pedestrian-friendlier Satisfaction with the Thanks to the voter- availability of approved Building sidewalks for Better Communities pedestrians is at 54 Bond program, we've percent, an 8-point paved almost 66 bump over 2005. miles of new and repaired sidewalks. 23
  24. 24. To develop, promote and preserve outstanding cultural, recreational, library and natural experiences and opportunities for residents and visitors today and for future generations. RECREATION & CULTURE 24
  25. 25. Keeping our history alive and accessible In 2008, 153,495 people visited Vizcaya Museum & Gardens – an increase of 7 percent over the previous year. This national historic landmark is open 364 days each year and offers performances, art programs and tours for families, architecture enthusiasts and history buffs. 25
  26. 26. Laptops and tapes and books, oh my! Miami-Dade County libraries have experienced a 25 percent surge in visits over the last decade. Audiences of every age enjoy a vast array of programs and services – books, tapes, CDs, computer classes, Teen Zone, Toddler Storytime and more. 26
  27. 27. Bravo! for the arts. Approval ratings of theaters, museums and arts centers increased 6 points from 2005 to 2008. Programs like Culture Shock and Golden Ticket have broadened cultural opportunities for audiences young and old. 27
  28. 28. Growing our greenways We’re cultivating our green spaces with the Open Space Master Plan and similar initiatives. Satisfaction with green space near Your support of the Building Better homes is up 5 points Communities Bond program in 2002 has paid for renovations, repairs and expansions in 2008 to 54 percent. at parks, the restoration of historical landmarks and the preservation of delicate wetlands. 28
  29. 29. To improve the quality of life and promote maximum independence through the provision of health care, housing and social and human services to those in need. HEALTH & HUMAN SERVICES 29
  30. 30. Helping families find homes Since 1984, the Affordable Housing Surtax Program has created 15,000 affordable rental units. Helped more than 7,000 low-income Online tools like Housing Central, which helps people find affordable homes, have families to become contributed to a 7-point increase in resident satisfaction with access to social service homeowners. information between 2005 and 2008. 30
  31. 31. Providing shelter in a financial storm In 2008, the Homeless Trust placed over 8,500 adults and children into emergency housing and more than 3,100 Resources like the Foreclosure Prevention Now site at people into provide a lifeline to families looking for ways to keep their homes safe from foreclosure. permanent housing. 31
  32. 32. Helping seniors In 2008, more than 1,500 senior households were retrofitted with low-flow showerheads and high efficiency toilets. The community saves water and seniors save money. Last year, we served 765,318 meals to the elderly through various programs including Meals on Wheels and County supported senior centers. 32
  33. 33. Offering help against homelessness The occupancy rate for the County's Public Housing system has remained above 93 percent in 2007 and 2008, enabling families in need to be placed in affordable housing. Housing Choice Vouchers increased 9 percent from 2007 to 2008, helping more low-income residents find affordable homes. 33
  34. 34. To expand and further diversify the local economy and employment opportunities, by promoting, coordinating and implementing economic revitalization activities that reduce socio-economic disparity and improve the quality of life of all residents. ECONOMIC DEVELOPMENT 34
  35. 35. Mom & Pop Grants More than $283 million in commerce generated through contracts awarded to small businesses in 2008. Mom & Pop Grants totaling more than $9 million awarded to small businesses since 2004. 35
  36. 36. Watch who’s benefitting from Mom & Pop Grants 36
  37. 37. The business end of arts and culture More than 12 million people attended local cultural events in 2008 spending $922 million at performances, restaurants, hotels, retail and other businesses. Miami-Dade County supports hundreds of non- profit cultural and arts organizations. 37
  38. 38. Thumbs up for film & entertainment Over the last five years, film and entertainment productions have added a total of more than $752 million to Miami-Dade’s economy. 38
  39. 39. To provide expertise and resources to support and facilitate excellent public service delivery. GENERAL GOVERNMENT 39
  40. 40. Getting answers is as easy as 3-1-1 One phone number provided answers to residents in English, Spanish and Creole more than 2.4 million times in 2008. More than one call for The success of the County’s 311 Answer every man, woman in Center is just one of the initiatives that contributed to the 10 percent increase in the and child in Miami- number of residents who say we went the extra mile. Dade. 40
  41. 41. Self-service online every day Online traffic to the County web portal increased by nearly 2 percent in one year to over 8 million visitors in 2008, providing more of you with greater access and convenience, 24/7. 41
  42. 42. We are Election Ready While the world watched, we made sure a record 875,639 votes were counted during the 2008 Presidential Election. 42
  43. 43. Consumer protection made easy In 2008, the Consumer Services Department helped consumers recover more than $1.25 million in refunds through its complaint mediation program, a 99 percent increase over 2006. 43
  44. 44. Cost of government The basic cost of County government, adjusted for inflation, has remained steady over the last 15 years. Source: 2009-10 Miami-Dade County Budget Book 44
  45. 45. Bottom line Of 102 areas measured in the 2005 and 2008 surveys, we have improved in 93. We’re measure up well against other governments across the U.S. After surveying residents in 2003, 2005 and 2008, residents say we’re getting better. 45
  46. 46. Thank you! 46