Introduction
The Council is committed to delivering high quality services to the public and being accountable for its performance. One way that this is achieved is through an annual Public Performance Survey. The survey is carried out in June/July each year and is now sent to the Council’s new Citizens’ Panel. The Panel consists of 2354 people and is designed to be representative of the adult population. The Panel enables the Council to consult communities about its performance.
Scope
An effective performance management system must include listening to and taking account of the views of interested parties, and using this feedback to improve performance. The Survey gathers information on Contact with the Council; Satisfaction with services; Community Life which includes attitudes to community safety, volunteering, Community Councils; Gaelic Language and the Council's website.
Satisfaction with Contact
Citizens Panel members who had made contact with the Highland Council during the 12 month period preceding the 2010 survey were asked to rate the service they had received on a number of aspects. Satisfaction has improved or been maintained when compared with previous years for all aspects of contact with the Council
Overall Satisfaction with Services
83% of respondents were satisfied with the service provided by the Council – this score maintains the position of the previous years. Participants were also asked if they were more or less satisfied with Council services than they were last year. Consistent with previous years 80% of participants stated that their level of satisfaction had increased or remained about the same. Only 15% stated that they felt “less satisfied” with Council Services.
Participants were asked whether the Council exceeded their expectations. This year only 58% of participants that stated the Council’s performance “is about what they would expect”. However, those who had been resident for less than 5 years, 22% were more likely to say the Council exceeded their expectations.
Ease of Contact & Satisfaction with Information
92% of participants stated that overall they found it easy to contact the Council; this figure has been maintained over the last four years. Satisfaction levels with information provided has increased (67%) and 69% of requests are felt to be dealt with on the first point of contact.
Important Aspects of a Council
In terms of the aspects of the Council which are most important to respondents the top 5 are:
1. maintaining good quality local services;
2. listens to local people;
3. provides value for money;
4. Is efficient; and
5. being aware of people’s needs;
Views on Importance of Services
Respondents were also asked which services they considered to be the most important.
The top ten services in terms of the public’s perception are:
1. Winter Road Maintenance - 49%
2. Roads repairs and potholes - 48%
3. Refuse/bin collection - 45%
4. Recycling facilities - 37%
5. Primary Education - 27%
6. Secondary Education - 23%
7. Libraries - 22%
8. Swimming pools -18%
9. Public Parks and other open spaces - 16%
10. Residential homes for disabled/elderly people - 14%
10. Street Cleaning - 14%
Handling of Complaints
For respondents who during the past year had made a complaint to the Council in the last 12 months, 30% were very or fairly satisfied with how they were handled.
Community Life
Participants regard their neighbourhood or community as a very or fairly good place to live at 97% increasing from 92% in 2009.
97% also feel their area is a"very" or "fairly" safe place to be in, and those resident for less than 5 years were more likely to feel their area was very safe.
The levels of volunteering are high at 36% with 54% of those doing so, once a week or more.
Overall 41% of respondents feel well disposed to Gaelic language to some or a great extent. At ward level respondents living in Eilean a Cheo, and Wester Ross, Strathpeffer and Lochalsh were more disposed than others (83% and 73% respectively).