Survey doesn’t hit the mark

A survey has revealed residents'' satisfaction with Casey Council''s customer service. 174202_12

Residents have given Casey Council the thumbs down when it comes to their overall performance, a community survey has revealed.

The annual Community Satisfaction Survey (CSS), which was conducted in February and March, asked community members in Victorian local government areas about their council facilities, services, infrastructure, engagement and more.

As a result, Casey Council score an overall performance of 52, below the state-wide average of 58 and nine points fewer compared to council’s score last year.

But community members were particularly pleased with council’s customer service, with council scoring a 73, which sits above the state-wide average of 70.Sealed local roads were also given the tick of approval, with council scoring 59 – above the state average of 54.

While Casey Council’s CEO Glenn Patterson acknowledged council’s exceptional customer service and road infrastructure, he also recognises where improvement was urgently needed.

“Although most of council’s service scores were in line with the state-wide average, it is important that we acknowledge that council’s overall CSS score for 2020 was the lower than previous years and below state-wide averages for several areas,” he said.

Other areas identified below state-wide average in the survey included the perception of council’s lobbying and advocating on behalf of residents, community decisions, advocacy and lobbying, and community consultation and engagement.

“A number of recent disruptions that occurred just before this year’s survey was conducted – including IBAC’s investigation, the dismissal of Casey councillors following the municipal monitor’s report and the appointment of council administrators – have understandably impacted the community’s perception of council,” Mr Patterson said.

“However, the survey results have provided us with a clear understanding of where improvement is needed and we are committed to addressing these areas and providing enhanced support to the community,” he said.Casey Council’s chair of administrators Noelene Duff echoed Mr Patterson’s statement, further expressing council’s commitment to improving all aspects of council’s work.

“We are very aware of the key concerns of Casey residents and Council is committed to working with Casey’s community to deliver and advocate for improved infrastructure and services,” she said.

“Work is already underway to support a Community Engagement Policy and Program to strengthen engagement and participation and grow awareness of the role of council.”

 

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