ANALYSIS:
The purpose of item is to provide a summary and analysis supporting the administration’s recommendation to conduct a 2018 Community Satisfaction Survey to complement the Strategic Plan/ Resilience Strategy update. The city has conducted the survey since 2005 to gauge community satisfaction levels with services corresponding with our strategic priorities. The 2018 proposed survey will be the seventh set of comprehensive, statistically valid surveys conducted. The survey enables data-driven decisions regarding services and strategic initiatives. This complements the Strategic Plan update through the lens of resilience, as the survey will be a key component in assessing priorities and tracking performance with this new focus.
The administration has worked with the City Commission, the Executive Staff, and the Management Team to update the strategic plan alongside the developing Greater Miami and the Beaches Resilience Strategy, supported by 100 Resilient Cities. The city is creating an integrated resilience strategy to align strategic priorities to resources, services, and budget in 2019. The Commission discussed priorities at the February 28th Commission retreat. Staff documented the top priorities and compared them with city’s current Key Intended Outcomes (KIOs), formally updated by Resolution 2015-29077. Staff updated the KIOs, with the strategic issues discussed, within the framework of goals and objectives. These goals and objectives were transmitted on May 7th, 2018, to the City Commission via LTC 252-2018, and on June 13, 2018 via LTC 332-2018 (Attachments 1 and 2). I plan to formerly transmit the goals and objectives through the FY 2018-2019 Annual Operating Budget (Attachment 3).
As part of this process, we have also updated our strategic model, and incorporated it into the current FY 2017-2018 Annual Operating Budget (Attachment 4). As part of our commitment to continuous improvement through data, measures, and feedback, this agenda items details our recommendations for the community survey. The 2018 survey will build on previous survey questions to show comparison of question results over time. With the pending updated Strategic Plan/ Resilience Strategy, questions will be updated to include current priorities. The survey was approved in the FY 2017-2018 Budget, and the funds will roll over to the next fiscal year, when the survey is expected to be completed.
A total of 1,200 surveys are expected to be completed by residents, and a total of 600 surveys completed by businesses with +/- 2.8% and +/- 3.9% margin of error respectively. The survey will be conducted in the fall of 2018. The final report will include:
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Survey methodology, a description of major findings, and charts that show the overall results of the survey;
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Cross tabulations that show a breakdown of results for key demographic variables;
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Importance-Satisfaction Analysis that will identify the areas where the greatest opportunities exist to enhance overall satisfaction with City services;
- GIS maps that show geocoded survey results for selected questions on the survey
- A presentation to City Commission of the final results (new service); and
- Two days of on-site training to understand and improve survey results (new service).
The administration has attached a Statement of Work from ETC Institute, a market research consulting firm, that conducted the survey in 2016 (Attachment 5). In order to stay consistent with the survey methodology and quality of previous survey results, the Administration intends to continue using the same company as survey provider. ETC has specialized in the design and administration of market research for governmental organizations since 1982. ETC conducts market research in more than 850 cities and Counties in the U.S., locally including Miami, Broward County, Ft. Lauderdale, Miami- Dade-County, and Key Biscayne,
In addition, the survey will provide the following benefits:
Strategic direction: The survey will include an Importance-Satisfaction Matrix indicating which priority areas rank the highest in importance but rank the lowest in satisfaction. Through the Importance-Satisfaction Matrix, the areas that come up as priorities are highlighted in the final report. These priorities can be later aligned with the organizations’ priorities, and allocate resources to improve services in areas that matter most to the community.
Performance indicators and benchmarking: Because the City of Miami Beach has conducted the survey in previous years, certain questions can be used as performance indicators that can be tracked over time to measure progress against goals. Since many cities use ETC Institute as their survey provider, performance indicators about key services can be compared with cities of similar sizes and desired characteristics, for example coastal tourism cities.
Performance dashboard: Survey results have the potential to be displayed in a performance dashboard allowing the administration and City officials to analyze satisfaction with services per neighborhood, relationships between responses and demographic data in addition to comparison of key services performance with other cities. Staff is conducting market research for this type of dashboard, and ETC offers results by zone within static maps.
ETC Institute is identified as a management consulting firm, and in pursuance with Section 2-312, Miami Beach City code, such professional services are unique in their nature and are not subject to competition, and therefore is exempt from the competitive requirements.
The survey is funded within the current FY 2017-2018 Operating Budget. Funding to administer the survey is subject to approval of the Proposed FY 2018-2019 Operating Budget.