CITYWIDE: ANNUAL CITIZEN SATISFACTION SURVEY

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CITYWIDE: ANNUAL CITIZEN SATISFACTION SURVEY
Problem Identification:
The City lacks a formal mechanism to quantify and evaluate the public’s satisfaction with municipal services.

Recommended Action:
Conduct an annual citizen satisfaction survey to gauge the public’s impressions of the effectiveness of municipal services.

Classification:
Organizational, Service Improvement

Functional/Operational Area:
Citywide

Estimated Annual Impact:
While the immediate financial impact of this recommendation cannot be estimated, annual citizens survey results could provide City managers a valuable tool to evaluate the effectiveness of municipal services and make better-informed decisions about service and funding priorities.

Estimated Implementation Costs:
$40,000

Barriers to Implementation:
None

Projected Implementation:
90 days

Next Steps:
Design a survey to measure citizens’ levels of satisfaction with select municipal services. Identify a polling/research firm to conduct the survey and tabulate responses. Share the survey results with departmental and agency management and require managers to develop action plans to address unacceptable performance.

Analysis:
Baltimore’s municipal government is an operation with more than 600,000 customers. As a provider of a range of services that impact the lives of every person that lives or works in Baltimore, the City must create opportunities for the public to provide feedback on the quality of services delivered. For the past three years, the City of Philadelphia has conducted a citizen survey as part of its annual Mayor’s Report on City Services. The survey has become an important component of Philadelphia’s performance measurement program.