district of sparwood...2017 citizen satisfaction survey results 7 residency resident of sparwood...

District of Sparwood

2017 Citizen Satisfaction Survey Results

2017 Citizen Satisfaction Survey Results 1

CONTENTS

EXECUTIVE SUMMARY ........................................................................................................................................................................................... 1

BACKGROUND ..................................................................................................................................................................................................... 1

OBJECTIVES ........................................................................................................................................................................................................... 1

DATA COLLECTION .............................................................................................................................................................................................. 1

DEMOGRAPHICS ................................................................................................................................................................................................... 1

HOUSEHOLD CHARACTERISTICS .......................................................................................................................................................................... 1

SURVEY HIGHLIGHTS ............................................................................................................................................................................................ 1

ISSUES & CONCERNS ............................................................................................................................................................................................ 1

KEY FINDINGS: CUSTOMER SERVICE & COMMUNICATIONS ................................................................................................................................ 1

KEY FINDINGS: SERVICES & PROGRAMS ............................................................................................................................................................... 1

KEY FINDINGS: TAXATION .................................................................................................................................................................................... 1

KEY FINDINGS: QUALITY OF LIFE .......................................................................................................................................................................... 1

2 District of Sparwood

The four-page survey was administered both online and by mail to all households within the District of Sparwood. A total of 216

households completed the survey in 2017, an increase of 61% over those submitted in 2015. This year’s Citizen Satisfaction Survey

presents a narrative on how citizens perceive the quality of services rendered by the District and tracks the improvement in the delivery

of those services since 2015.

This analysis provides a basis for assessing the quality of services provided by the District and generates critical feedback for

departments, including recommendations for improvements.

This report contains:

Demographic profile of the citizens who participated in this survey;

Charts and graphs depicting the overall results of the survey;

Statistical analysis and recommendations; and

Tabular data for all questions in the survey.

OVERALL PRIORITIES

The three major areas of municipal services which citizens thought were the most important for the District to emphasize were: (1)

community growth and economic development, (2) affordable housing, and (3) air quality.

OVERALL PERCEPTIONS OF THE DISTRICT

Over 90% of citizens surveyed indicated that they were satisfied with

the quality of life in Sparwood and many of those who shared

their opinions considered Sparwood to be well managed and

that it was a clean community. However, there were several

comments regarding the organizational makeup and the

ratio of exempt staff to unionized employees.

When asked if they would prefer to cut services in order to

reduce taxes or increase taxes to expand services, almost 75% of

those who responded indicated that they would prefer to increase taxes to

expand municipal services.

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The measurement of the level of citizen satisfaction with public services is one of the critical tools in determining the outcome and

impact of municipal service delivery. Improved service delivery that meets the expectations and needs of residents is likely to contribute

to positive perceptions by citizens of District of Sparwood services.

It is critical that the District consults with the public about the level of public services they receive so that they are aware of what they

can expect. Therefore, it is critical that regular assessments are carried out to engage citizens as recipients of municipal services, in

order to determine if the level of services offered met their expectations. In this regard, the District has adopted the citizen satisfaction

survey as one of its methodologies of obtaining citizens’ feedback on services, identifying citizens’ preferences, detecting citizens’ level

of satisfaction, measuring District performance and involving citizens in governance process. Thus, the main aim of conducting citizen

satisfaction surveys is to:

Generate feedback on the level of satisfaction with services provided by the District of Sparwood.

Encourage citizens to expect accountability, accessibility and responsiveness from their Council and the District.

Serve as a diagnostic tool for the District to facilitate an effective assessment of and solutions to service delivery issues.

Encourage the District to adopt and promote citizen friendly practices and facilitate transparency in its operations.

It is in the above-mentioned framework that active participation by citizens in municipal initiatives and feedback on the implementation

of such initiatives is encouraged.

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This report presents the results of the District of Sparwood’s 2017 Citizen Satisfaction Survey.

The key research objectives included:

• Identify important local issues facing the community;

• Assess perceptions of quality of life;

• Measure the importance of and satisfaction with District services and infrastructure;

• Determine the perceived value for taxes and preferred funding options;

• Identify opportunities for improvement;

• Measure satisfaction with the District’s customer service; and,

• Determine the importance of community engagement and

consultation.

The insight gained from this research will ultimately help guide the

District of Sparwood’s ongoing strategic planning process. This is the

second time the District has administered a citizen survey during the

current term of Council. The first survey was conducted in 2015, and

where comparable, this year’s results have been tracked and reported

against the District of Sparwood’s 2015 Citizen Satisfaction Survey.

Comparing the results of the two surveys allows the District to

understand how citizens’ attitudes and priorities are changing, identify

new or emerging issues facing the community, and assess the

progress the District is making in addressing key issues.

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The District of Sparwood received a total of 216 survey submissions (approximately 5% of Sparwood’s population) from residents aged

18 or older between February 28, 2017 and May 1, 2017. Of the 216 surveys completed, 96 were completed online through the

District’s website and 120 were submitted in writing.

The online survey was posted to the District’s website on February 28, 2017 and advertised in the Free Press, the Elk Valley Herald,

through social media, The Drive and Summit 107, and the Community Newsletter and Council Facts. To connect with as many citizens

as possible, the District mailed out a hard copy of the survey to all residents within the municipal boundary in March and made them

available to citizens to complete during community events such as the Registration Night at the Leisure Centre on April 5, 2017 and

during A Taste of Sparwood at the Greenwood Mall on April 22, 2017.

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Age

18-24 years of age 0% 0

25-39 years of age 30.0% 64

40-64 years of age 42.7% 91

65+ years of age 27.2% 58

Gender

Female 60.6% 130

Male 39.0% 85

Other .5% 1

Occupation

Regular work week schedule (Mon to Fri) 31.0% 66 Shift work schedule (4 on 4 off) 16.4% 35 Part-time schedule (wkds &/or evenings) 5.2% 11 Student 0.5% 1 Retired 31.9% 68 Other (incl. home maker, disability, etc.) 15.0% 32

18-24 years of age

0%

25-39 years of age30%

40-64 years of age43%

65+ years of age27%

Age

Female60.6%

Male39.0%

Other0.5%

Gender

Regular work week schedule

(Monday to Friday)31%

Shift work schedule (4 on

4 off)16%

Part-time schedule (weekends and/or evenings)

5%Student

1%

Retired32%

Other (please specify)

15%

Occupation

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Residency

Less than 1 year 4.7% 10

1-5 years 16.4% 35

5-10 years 11.7% 25

10-15 years 6.6% 14

15-20 years 7.0% 15

20+ years 53.5% 114

Rent or Own

Rent 16.0% 34

Own 81.7% 174

Other 2.3% 5

Household Size

1 person residing in home 18.3% 39

2 people residing in home 42.7% 91



5+ people residing in home 7.0% 15

Less than 1 year5%

1-5 years16%

5-10 years12%

10-15 years7%

15-20 years7%

20+ years53%

Resident of Sparwood

Rent16%

Own82%

Other (please specify)

2%

Rent or Own

118%

243%

312%

420%

5 or more7%

People Residing in Home

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SURVEY HIGHLIGHTS

The major categories of services which citizens were most satisfied with included: fire rescue services, water and sewer supply systems,

recreation (facilities, parks, trails, playgrounds, etc.), and garbage pick-up. Respondents indicated that they felt the District should

make cuts to engineering and subdivision, bylaw enforcement, and arts and culture. There are some concerns over speeding vehicles,

health care, and the limited social amenities to attract young families to the community.

ISSUES AND CONCERNS

The issues and concerns pages identify those matters of importance to citizens which they feel Council should give the greatest

attention to and those which they considered to be a lesser priority for the community in general.

KEY FINDINGS

As guided by the objectives of this research, various recommendations have been developed based upon citizens’ level of satisfaction

with the delivery of municipal services and public consultation and engagement.

Customer Service and Communications

The customer service and communication pages provide evidence on citizens’ preferred methods of communication with the District,

the type of information they are most interested in, which sources they use to locate that information, and their opinions on staff’s level

of professionalism and competency.

Services and Programs

Generally, citizens are satisfied with the District’s delivery of municipal services but find that there is room for improvement in how the

District keeps the public informed on the status of projects or engaging them in the decision-making process.

Taxation

Sparwood residents, in general, would prefer to increase taxes to expand services rather than to cut services to reduce taxes.

Quality of Life

Overall citizens are satisfied with the quality of life in Sparwood with community amenities such as parks and trails, municipal facilities

and services, and recreation programs and activities.

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MOST IMPORTANT ISSUE

In your view, what is the single most important issue facing Sparwood that you feel should receive the greatest attention from Council? The top four issues based upon responses included: community growth and development; economic and business development;

affordable housing; and air quality. Concerns were raised over:

• affordable housing especially for seniors;

• citizen engagement and consultation, such as keeping the public informed on major projects like Whiskey Jack;

• the impact of small businesses’ ability to flourish in Sparwood, the downtown core, and the lack of business diversification as it

relates to the community’s growth capability;

• protection of the environment and other environmental issues such as air quality (dust control from the mines), recycling and

composting, and human/wildlife conflicts; and

• keeping the rural character of Sparwood.

Air quality13%

Affordable housing14%

Citizen engagement and public consultation

4%

Citizen safety and property protection

6%

Community growth and development

15%

Economic and business development14%

Energy efficiency and conservation1%

Fiscal responsibility7%

Keeping rural character0%

Property encroachments 1%

Protection of the environment5%

Improved walk-ability2%

Road conditions (including snow removal)4%

Unemployment / job creation4%

Public safety1%

Waste management2%

Take an active role in reducing mine related nuisances to residents

8%

Single Most Important Issue

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Trend from 2015 to 2017 Economic and business development continues to be high priority issue for citizens of Sparwood, however, road conditions and snow

removal which had been an important priority in 2015 has decreased significantly with affordable housing and air quality coming to

the forefront in 2017.1

1 See question 7 in the 2015 Citizen Satisfaction Survey Results.

0.0% 2.0% 4.0% 6.0% 8.0% 10.0% 12.0% 14.0% 16.0% 18.0%

Waste management

Unemployment / job creation

Take an active role in reducing mine related nuisances to residents

Road conditions (including snow removal)

Public safety

Protection of the environment

Property encroachments

Keeping rural character

Improved walk-ability

Fiscal responsibility

Energy efficiency and conservation

Economic and business development

Community growth and development



Air quality

Affordable housing

2015 2017

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https://sparwood.civicweb.net/filepro/document/53838/2015%20Citizen%20Satisfaction%20Survey%20Results.pdf


LEAST IMPORTANT ISSUE

What is the least important issue facing Sparwood that you feel the District should not focus on? The top four issues which citizens classified as being the least important to them were (1) affordable housing, (2) keeping Sparwood’s

rural character, (3) property encroachments, and (4) unemployment / job creation. Respondents disclosed concerns related to:

• Subsidizing social interest groups, such as golf and curling;

• Need for additional seniors’ housing and a hospital open 24 hours;

• Status of the Whiskey Jack development and Middletown Crossing;

• Construction of a tunnel to vacant lots;

• Mining operations and regulations;

• Provision of a curbside recycling program;

• Improved communication and consultation;

• Economic growth and competition from businesses across the border in Alberta; and

• Permissable recreational areas to use off-road motorized vehicles.

Air quality4%

Affordable housing13%


4%


3%

Community growth and development (e.g. Middletown Crossing, Whiskey Jack Resort)

5%

Economic and business development

4%


5%Fiscal responsibility

3%

Keeping rural character15%

Property encroachments (e.g. storing equipment on public

lands)11%

Protection of the environment0%

Improved walk-ability8%

Road conditions (including snow removal)

3%

Unemployment / job creation11%

Public safety1%

Waste management4%

Take an active role in reducing mine related nuisances to residents (e.g. dust, noise,

vibration and visual effects)10%

Least Important Issue

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PREFERRED METHOD OF COMMUNICATION

Please rank the following, where 1 represents your preferred and 7 your least preferred method of communication, as the most effective ways for the District to consult or engage with you. The method rated was rated as a “1” or “2” most frequently as the most preferred method of communication was “by email” followed

by “by mail” and then “in person”. Of those surveyed, 6% indicated that they did not want to be contacted for feedback and 34%

chose contact by email as their most preferred method of communication.

Answer Options Most preferred Least preferred Not

1 2 3 4 5 6 7 Applicable

By email 68 33 15 11 9 4 1 58

By mail (e.g. letter, utility bill inserts, or a mailout Canada Post) 42 39 30 24 13 5 1 45

In person (e.g. during a Council meeting, open house, or other public forum) 20 11 26 22 26 28 6 60

Through social media (e.g. Facebook or Twitter) 16 24 22 22 21 22 8 64

By phone (or as a telephone survey) 14 18 24 10 29 29 8 67

Through an online survey 14 24 27 31 23 18 1 61

I don't want to be contacted for feedback 11 7 2 13 8 17 27 114

Recommendations 1. Consider door-to-door engagement for

targeting narrow audiences to address

specific issues or project development.2

2. Continue to embed social media tactics in

the website to obtain public feedback and to

inform and educate the public.3

3. Promote and encourage residents to sign-up

to receive by email the Community e-

Newsletter and Council Facts for the latest

news from Council and around the

community.4

2 Recommendation was identified as a capital project communication tactic within the Communications Strategy on page 16, and is consistent with the DRAFT Corporate Communications and Consultation Plan

(the “DCCCP”) objective to “increase participation in public consultation and dialogue.” 3 Recommendation is consistent with the DCCCP objective to “improve the process by which citizens can connect with Council and staff.” 4 Recommendation was identified as a communication tactic within the Communications Strategy on pages 8 and 11 and the DCCCP objective to “increase stakeholders’ awareness of District programs and

initiatives.”

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1 2 3 4 5 6 7

Ranking (1 is the highest and 7 is the lowest)

Preferred Method of Communication by Ranking

In person By email

0

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100

In person Social media By mail By email By phone Online survey No contact

Perferred Method of Communication by Type

1 2 3 4 5 6 7

http://sparwood.ca/

https://sparwood.civicweb.net/filepro/documents/55981



https://sparwood.civicweb.net/filepro/document/45394/Communications%20Strategy.pdf

https://sparwood.civicweb.net/filepro/document/45394/Communications%20Strategy.pdf


CONTACT DURING PREVIOUS 12 MONTHS

During the past 12 months, have you personally contacted or dealt with a District of Sparwood employee or member of Council? If yes, where and how often did this contact occur? In general, the comments received were positive, members of the public generally found their contact with the District to be both

friendly and professional. The main points of contact identified included the Leisure Centre, the District Office, and with the Bylaw

Enforcement Officer. However, there is room for improvement in the District’s communication and public engagement practices.

Members of the public identified their need to feel heard and to be responded to; that they be consulted early in the process; and,

receive important information (e.g. strategic planning) directly by mail.

Answer Options More than 5 times

2 or 3 times

Once Never

In person 40 54 26 52

District meeting 7 8 19 124

Online 18 31 20 88

By telephone 14 43 28 78

By mail 8 28 16 101

By email 16 20 12 108

Workshop, focus group, etc. 2 8 16 131

Trend from 2015 to 2017 Although “in person” contact continues to be the number one way the community

interacts with the District, there was a marked increase in online and mail

communications.5

Recommendations

1. Implement communication recommendations from the Communications Strategy to improve public consultation and engagement.6

2. Circulate important and timely issue updates to Council, staff and citizens.7

3. Identify key audiences and decide when to listen and when to engage.8

4. Build in a public consultation and engagement component into the District project management practices.9

5. Include a “Project Update” section in Council Facts, Community e-Newsletter, and the local newspaper(s).10

6. Establish service levels standards for responding to citizen requests and inquiries.9

7. Provide informal opportunities for stakeholders to provide feedback on a specific topic (e.g. online polls, forums, etc.).8

5 See question 13 in the 2015 Citizen Satisfaction Survey Results. 6 Recommendation was identified as a priority (Action Item 5.2.1) within the Corporate Strategic Plan (the “CSP”) and is consistent with OCP policy statement 7.6.2. 7 Recommendation is consistent with the DCCCP objectives to “increase the percentage of employees that consider themselves well-informed about District programs, issues and initiatives” and to “improve the

District’s ability to anticipate and respond to issues in a timely manner.” 8 Recommendation is consistent with the DCCCP objective to “improve the quality of the District’s key stakeholder relationships” and CSP objective 5.3. 9 Recommendation was identified as a priority (Action Item 4.6.3) in the CSP and is consistent with OCP policy statements 7.6.3 and 7.6.4, and DCCCP objective to “increase employees’ readiness for

communication and problem solving across departments.” 10 Recommendation is consistent with the DCCCP objective to “increase employees’ readiness for communication and problem solving across departments.”

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In Person Online Telephone Mail Email

Comparison of 2017 to 2015

2015 2017

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In person

District meeting

Online

By telephone

By mail

By email

Workshop, focus group, etc.

Contact during past 12 months

More than 5 times 2 or 3 times Once Never

https://sparwood.civicweb.net/document/45394/Sparwood%20Communications%20Strategy%20FINAL%20Sept%209.pdf?handle=074D94E9A6DF44DD8751D79ADCEE72C0




https://sparwood.civicweb.net/filepro/document/47997/2015-2018%20Corporate%20Strategic%20Plan%20(Updated%202016-12-12).pdf

https://sparwood.civicweb.net/filepro/document/52967/Official%20Community%20Plan%20Bylaw%201165,%202015.pdf





INFORMATION SOURCES

If you were looking for information on the District of Sparwood, which sources would you use to find the information? 65% of respondents indicated that they used the District’s website as one of their sources of information, but found the new site to be

slow and a little difficult to navigate at first and slow. The data shows that residents still like the “personal touch” by coming into the

District Office to speak to staff directly or picking up the phone. Although the data shows a decrease in the number of people using

social media to obtain information about the District, we received comments from those who felt more social media interation was

needed, and that the information needed to be linked to the District’s website.

Answer Options Response Percent

Response Count

District of Sparwood website 65.3% 130

Call District staff directly 50.8% 101

Search the internet (Google) 26.1% 52

Local newspaper (Free Press or Elk Valley Herald) 30.2% 60

Word of mouth (family and friends) 23.1% 46

Visit the District Office in person 39.2% 78

Social media (e.g. Facebook or Twitter) 22.6% 45

Newsletter (e.g. utility bill inserts, Community e-Newsletter or Council Facts, ad mail, etc.)

19.6% 39

Trend from 2015 to 2017 Using the District’s website as a source of information is similar to what it was in 2015 (69%), however, use of social media has

decreased from 40% for Facebook and 2% for Twitter to 23% in 2017. We also saw a decrease in the number of respondents who

read the Community Newsletter (50% in 2015) and Council Facts (35% in 2015) to 20% in 2017.11

Recommendations

1. Work with the Visitor Information Centre (Chamber of Commerce) to integrate visitor videos, images, and other information into

the District’s website.12

2. Work with stakeholder organizations to leverage their networks to help disseminate public information.12

3. Reduce the size of images on the website to speed the site up.

4. Social media should not replace the District’s website as the public’s source of information. It should be used to drive traffic to the

website.13

5. Reduce expenditures by printing Community e-Newsletter and Council Facts in black and white and publish colour versions online.

6. Promote readership of Community e-Newsletter and Council Facts.14

11 See question 24 in the 2015 Citizen Satisfaction Survey Results. 12 Recommendation is consistent with CSP objective 5.3, OCP policy statement 7.6.1 and DCCCP objective to “increase stakeholders’ awareness of District programs and initiatives.” 13 Recommendation is consistent with DCCCP objective to “improve the quality of the District’s key stakeholder relationships.” 14 Recommendation is consistent with DCCCP objective to “increase stakeholders’ awareness of District programs and initiatives.”

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0%10%20%30%40%50%60%70%

Source for Information

http://sparwoodchamber.bc.ca/wordpress/

http://sparwood.ca/

http://sparwood.ca/

http://sparwood.ca/

http://sparwood.ca/









INFORMATION NEEDS

Thinking about your information needs, what type of information do you want the District to provide you with? In general, respondents want to hear about improvements being made within the community, recreation programming, upcoming

events, project updates, and future planning for Sparwood beyond the mining industry.

Answer Options Response Percent

Response Count

Upcoming events 73% 135

Recreation programs 65% 121

Current building / development projects 52% 97

Budget and taxes 48% 90

Council meetings 35% 65

Off-road vehicle restrictions 33% 61

Licensing and permits 30% 56

Parking restrictions 23% 43

Other 6.5% 12

Recommendations

1. Provide regular project updates that can be shared with the public through social media and existing newsletters.15

2. Include links to online library as a footer in general communications.

3. Work with stakeholder organizations to leverage their networks to help identify key issues, pulse checking, etc.16

4. Plan events far enough in advance so that they can be included on community calendars or upcoming newsletters.17

5. Create/utilize brochures to educate and inform the public on municipal services, such as animal control, parking, parks and trails,

property maintenance, etc.18

15 Recommendation is consistent with CSP objective 5.1 and DCCCP objective to “increase participation in public consultation and dialogue.” 16 Recommendation is consistent with OCP policy statement 7.61, CSP objective 5.3 and DCCCP objective to “improve the quality of the District’s key stakeholder relationships.” 17 Recommendation is consistent with DCCCP objective to “increase stakeholders’ awareness of District programs and initiatives.” 18 Recommendation was identified as a priority (Action Item 4.6.3) in the CSP and is consistent objective 5.2, and DCCCP objective to “increase stakeholders’ awareness of District programs and initiatives.”

0% 10% 20% 30% 40% 50% 60% 70% 80%

Current building / development projects

Council meetings

Licensing and permits

Parking restrictions

Recreation programs

Off-road vehicle restrictions

Budget and taxes

Upcoming events

Information Needs

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https://sparwood.civicweb.net/filepro/documents






CUSTOMER SERVICE

During your most recent contact with a District of Sparwood employee, how would you rate the service that you received? In general, citizens have indicated that they were

“satisfied” or “very satisfied” with how they were treated by

the District during their most recent interactions. 42% of

respondents said they were very satisfied with staff’s

friendliness and 33% for treating them fairly. However,

much of the feedback received surrounded concerns

related to District employees’ safety, the enforcement of

municipal bylaws, customer service at the Leisure Centre,

and the ease of reaching employees by email.

Trend from 2015 to 2017 In general, the public’s satisfaction (where respondents

selected “very satisfied” or “satisfied”) with the proficiency

of District employees increased on average by 5-10% from 2015 to 2017. Where we saw marked improvements with staff’s willingness

to go the extra mile to assist citizens, from 46% satisfaction in 2015 to 65% in 2017.19

Recommendations 1. Engage the public in setting enforcement thresholds when drafting the Bylaw Enforcement Strategy.20

2. Provide ongoing customer service training to all District employees.21

3. Establish procedures outlining best practices and desired outcomes for customer service.22

19 See question 15 in the 2015 Citizen Satisfaction Survey Results. 20 Recommendation was identified as a priority (Action Item 4.6.1) in the CSP and is consistent with CSP objective 5.1. 21 Recommendation is consistent with the DCCCP objective to “increase employees’ readiness for communication and problem solving across departments.” 22 Recommendation was identified as a priority (Action Item 4.6.3) and is consistent with DCCCP objective to “increase employees’ readiness for communication and problem solving across departments.”

Comparison of 2015 to 2017 Very Satisfied Satisfied Somewhat Satisfied

Somewhat Dissatisfied

Dissatisfied Very Dissatisfied

2017 2015 2017 2015 2017 2015 2017 2015 2017 2015 2017 2015

Friendliness 42% 20% 36% 49% 10% 18% 2% 7% 4% 6% 4% 0%

Treating you fairly 33% 17% 41% 48% 13% 18% 6% 10% 5% 8% 3% 0%

Competency and professionalism 32% 18% 42% 47% 14% 19% 5% 7% 3% 9% 5% 0%

Response time 32% 37% 18% 8% 4% 1% 0%

Overall quality of the information 32% 38% 18% 5% 5% 3%

Level of staff's knowledge 31% 18% 44% 50% 16% 18% 5% 8% 4% 5% 2% 0%

Ease of reaching staff 29% 47% 15% 5% 4% 1%

Going the extra mile 28% 17% 37% 29% 16% 22% 8% 17% 5% 16% 5% 0%

68

47

49

49

45

51

41

48

59

67

64

56

73

63

54

57

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24

21

27

23

20

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7

8

12

7

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12

7

7

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7

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4

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4

7

6

5

6

6

7

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0 50 100 150 200

Friendliness

Level of staff's knowledge

Competency and professionalism

Response time

Ease of reaching staff

Treating you fairly

Going the extra mile

Overall quality of the information

Quality of Customer Service

Very Satisfied Satisfied Somewhat SatisfiedSomewhat Dissatisfied Very Dissatisfied Dissatisfied

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QUALITY OF SERVICE

How would you rate your overall satisfaction with the quality with the following services provided in Sparwood? Based upon responses received from the 5% of Sparwood’s population regarding their level of satisfaction with District services, we

found that citizens are generally satisfied with the District’s delivery of:

• fire rescue services;

• water and sewer systems, and

• our recreation facilities.

The rating shows that there is room for improvement in how we:

• quality of sidewalks;

• bylaw enforcement;

• engineering and subdivision23; and

• street and sidewalk maintenance.

We received a wide range of comments on this question from over 100 residents who, on the most part, indicated that they were

satisfied with the District’s:

• parks and trails;

• street sweeping; and

• service at the municipal office.

But found that there was room for improvement in:

• trail signage and winter maintenance;

• customer service skills;

• the condition of our sidewalks especially in Sparwood Heights;

• how we communicate upcoming events, programs, and projects;

• use of social media;

• website speed and content;

• the delivery of environmental programs (such as air and light pollution);

• the maintenance of the Leisure Complex; recreation programming; and

• that the District should make curbside recycling a priority.

Although residents are happy having their berms cleared in the winter, there was a shared concerned over the damage to lawns as a

result of delivering this service. Residents expressed that they were not happy with the District’s level of bylaw enforcement, that stiffer

fines were needed regarding responsible pet ownership, and that the District should take a proactive approach to their enforcement of

municipal bylaws. There were also some concerns noted over the speed of vehicles on residential streets and the aesthetics of the

downtown core.

23 See Recommendation 4 regarding engineering and subdivision on page 25.

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Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Not / Applicable Total

Fire rescue services 30.34% (54) 55.06% (98) 6.74% (12) 0.56% (1) 1.69% (3) 0.56% (1) 5.06% (9) 178

Snow and ice removal 26.23% (48) 37.70% (69) 16.39% (30) 8.74% (16) 3.83% (7) 3.83% (7) 3.28% (6) 183

Garbage and recycling collection services 25.14% (45) 42.46% (76) 14.53% (26) 7.82% (14) 5.59% (10) 1.68% (3) 2.79% 5) 179

Recreation facilities 25.28% (45) 46.07% (82) 14.61% (26) 6.18% (11) 2.81% (5) 1.69% (3) 3.37% (6) 178

Water supply system 22.47% (40) 57.30% (102) 10.11% (18) 2.25% (4) 2.25% (4) 0.56% (1) 5.06% (9) 178

Parks, playground, sports fields and green spaces 16.95% (30) 49.72% (88) 16.38% (29) 5.65% (10) 5.08% (9) 2.26% (4) 3.95% (7) 177

Trail system 17.24% (30) 43.68% (76) 22.41% (39) 4.02% (7) 1.72% (3) 0.57% (1) 10.34% (18) 174

Street and sidewalk maintenance 16.20% (29) 42.46% (76) 17.88% (32) 12.29% (22) 4.47% (8) 4.47% (8) 2.23% (4) 179

Sanitary sewer system 16.48% (29) 60.80% (107) 13.07% (23) 2.27% (4) 0.00% (0) 0.57% (1) 6.82% (12) 176

Recreational programs 13.87% (24) 48.55% (84) 16.76% (29) 9.25% (16) 4.05% (7) 0.58% (1) 6.94% (12) 173

Quality of sidewalks 12.15% (22) 39.78% (72) 17.68% (32) 16.02% (29) 6.08% (11) 5.52% (10) 2.76% (5) 181

Storm water system 10.80% (19) 53.41% (94) 19.89% (35) 2.27% (4) 2.27% (4) 3.41% (6) 7.95% (14) 176

Bylaw enforcement 8.79% (16) 37.91% (69) 23.08% (42) 14.29% (26) 4.40% (8) 6.59% (12) 4.95% (9) 182

District administration 8.99% (16) 46.07% (82) 17.98% (32) 7.87% (14) 2.81% (5) 3.93% (7) 12.36% (22) 178

Website & online services 9.09% (16) 44.32% (78) 23.86% (42) 7.95% (14) 1.14% (2) 2.27% (4) 11.36% (20) 176

Arts, culture and heritage 6.63% (12) 39.78% (72) 24.86% (45) 9.94% (18) 6.63% (12) 3.31% (6) 8.84% (16) 181

Environmental programs and protection 6.21% (11) 33.33% (59) 31.07% (55) 5.08% (9) 6.21% (11) 5.08% (9) 12.99% (23) 177

Public engagement 5.14% (9) 36.00% (63) 34.29% (60) 7.43% (13) 3.43% (6) 2.86% (5) 10.86% (19) 175

Energy efficiency and conservation 4.55% (8) 46.02% (81) 24.43% (43) 5.11% (9) 1.70% (3) 2.27% (4) 15.91% (28) 176

Communication with Council or the District 3.91% (7) 45.25% (81) 25.70% (46) 5.59% (10) 3.35% (6) 2.79% (5) 13.41% (24) 179

Engineering and subdivision 4.02% (7) 29.31% (51) 22.99% (40) 12.64% (22) 6.32% (11) 4.02% (7) 20.69% (36) 174

Land use planning and building inspection 3.39% (6) 30.51% (54) 24.86% (44) 10.73% (19) 2.82% (5) 3.95% (7) 23.73% (42) 177

136

160

145

137

148

147

159

137

153

126

132

147

104

147

164

125

98

132

130

134

127

129

20

9

11

38

14

30

5

24

19

50

24

23

31

27

5

29

40

16

26

21

46

36

20

9

18

4

14

6

12

12

6

5

19

7

42

5

9

23

36

28

22

24

9

16

0 20 40 60 80 100 120 140 160 180 200

Website & online services

Water supply system

Trail system

Street and sidewalk maintenance

Storm water system

Snow and ice removal

Sanitary sewer system

Recreational programs

Recreation facilities

Quality of sidewalks

Public engagement

Parks, playground, sports fields and green spaces

Land use planning and building inspection

Garbage and recycling collection services

Fire rescue services

Environmental programs and protection

Engineering and subdivision


District administration

Communications with Council or the District

Bylaw enforcement

Arts, culture and heritage

Satisfied

Dissatisfied

N/A

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Trend from 2015 to 2017 When comparing the percentage of responses for those who rated that they were either very satisfied or satisfied with the service, we

can see some marked improvement in the public’s perception of the District’s delivery of arts, culture and heritage; bylaw enforcement;

energy efficiency and conservation; environmental programs and protection; and the water supply system. However, there is

opportunity for improvement in the quality of street and sidewalk infrastructure and maintenance.24

Recommendations

1. Review and update (if necessary) the Sidewalk and Walkway Maintenance and Inspection Policy for compliance.

2. Undertake development of a Bylaw Enforcement Strategy.25

3. Investigate a co-op student program for bylaw enforcement.

4. Investigate the feasibility of providing curbside recycling.

5. Increase use social of media in accordance with the District’s Social Media Policy.

6. Circulate important and timely issue updates to Council, staff and citizens.26

7. Continue to implement the Leisure Centre Grounds Master Plan.

8. Work with RCMP on enforcement of speeding violations.27

24 See question 5 in the 2015 Citizen Satisfaction Survey Results. 25 Recommendation was identified as a priority (Action Item 4.6.1) in the CSP. 26 Recommendation is consistent with OCP policy statement 7.63 and DCCCP objective to “increase the percentage of employees that consider themselves well-informed about District programs, issues and

initiatives.” 27 Recommendation is consistent with OCP objective 7.4.

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Website & online services

Water supply system


Storm water system





Quality of sidewalks





Environmental programs and protection


Bylaw enforcement



2015

2017

KEY

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https://sparwood.civicweb.net/filepro/documents/45269?preview=57500

https://sparwood.civicweb.net/filepro/document/45294/Social%20Media%20Policy.pdf

https://sparwood.civicweb.net/filepro/document/47716/Leisure%20Centre%20Grounds%20Master%20Plan.pdf

http://www.rcmp-grc.gc.ca/detach/en/d/194






TOP 3 SERVICES FOR IMPROVEMENT

What would you say are the top 3 service areas you would like to see the District of Sparwood improve upon? The uppermost services which citizens would like to see improved in Sparwood, are:

1. garbage and recycling28;

2. parks, playgrounds, sports fields and green spaces; and

3. community events and recreation facilities (which received the same number of responses).

Suggestions for improvements included cleaning garbage from streets and trails, identify areas where off-road vehicles are permitted

to reduce conflict between them and pedestrians on District trails, and implement a curbside recycling or composting program.

Answer Options Response Percent Response Count

Garbage and recycling collection services 24.5% 47

Parks, playground, sports fields and green spaces 22.9% 44

Community events 19.8% 38

Recreation facilities (pool, arena and curling rink) 19.8% 38

Bylaw enforcement (including parking, public nuisances and animal control) 17.7% 34

Recreational programs (lessons, fitness classes, children & youth programs) 15.6% 30

Street and sidewalk maintenance 15.1% 29

Other (please specify) 14.6% 28

Arts, culture and heritage 14.1% 27

Snow and ice removal 14.1% 27

Quality and number of sidewalks 13.5% 26

Environmental protection and programs 11.5% 22

Public engagement and consultation 11.5% 22

District administration 8.9% 17

Land use planning (e.g. OCP and zoning) and building inspection 8.9% 17

Engineering and subdivision 7.3% 14

Website and online services 6.8% 13

Energy efficiency and conservation 5.2% 10

Water supply system 4.7% 9

Storm water system 3.6% 7

Fire rescue services 3.1% 6

Sanitary sewer system 1.6% 3

28 See page 19 for recommendation related to curbside recycling.

KEY

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Trend from 2015 to 2017

In 2015, the uppermost services which citizens considered required improvement or increased funding included public health;

economic development; parks, playgrounds, sports fields and greenspaces; and environmental protection and programs. Parks and

trails remain a foremost service which citizens wish to see as a continued priority for the District. Although, environmental protection

and programs diminished as a priority in 2017 for citizens, curbside recycling which is an environmental program increased as the

primary service for consideration.29


Arts, culture and heritage, 27

Bylaw enforcement, 34

Public engagement and consultation, 22

Community events, 38

District administration, 17

Land use planning & building inspection, 17

Environmental protection and programs, 22

Energy efficiency and conservation, 10

Engineering and subdivision, 14

Fire rescue services, 6

Garbage and recycling collection services, 47Parks, playground, sports fields

and green spaces, 44

Quality and number of sidewalks, 26

Recreation facilities , 38

Recreational programs , 30

Sanitary sewer system, 3

Snow and ice removal, 27

Storm water system, 7

Street and sidewalk maintenance, 29

Water supply system, 9

Website and online services, 13

Other, 28

Top 3 Service Areas which need Improvement

KEY

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Recommendations

1. Identify areas where off-road vehicle use is permitted on trail mapping.30

2. Implement communication recommendations from the Communications Strategy to improve public awareness of upcoming

community events.31

3. Promote the Community Events Calendar Policy to provide a common event posting location to keep residents informed.

30 Recommendation is consistent with OCP objective 10.2.6. 31 Recommendation is consistent with OCP objective 7.6.2.

0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%

Other

Website and online services

Water supply system


Storm water system





Quality and number of sidewalks

Public Health

Public engagement and consultation


Land use planning & building inspection



Environmental protection and programs



Economic development

District administration

Community events

Bylaw enforcement



2015 2017

KEY

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https://sparwood.civicweb.net/document/45394/Sparwood%20Communications%20Strategy%20FINAL%20Sept%209.pdf?handle=074D94E9A6DF44DD8751D79ADCEE72C0

https://sparwood.civicweb.net/filepro/document/62261/Community%20Event%20Calendar%20Policy.pdf




SERVICE REDUCTIONS

In your opinion, which service should see a reduction in funding? Based upon the services selected, citizens felt that the District should decrease funding for:

• engineering and subdivision;

• arts, culture and heritage; and

• bylaw enforcement services.

However, when asked which services should the District improve or increase funding, bylaw enforcement ranked as number four.

Generally, the 5% of citizens who completed the survey thought that funding towards exempt staff salaries/positions and time spent

updating the District’s website and online services should be decreased in order to provide increased funding for recreational services

and curbside recycling.

Answer Options Response Percent Response Count

Engineering and subdivision 25.7% 19

Arts, culture and heritage 18.9% 14

Bylaw enforcement (including parking, public nuisances and animal control) 16.2% 12

Land use planning (e.g. OCP and zoning) and building inspection 9.5% 7

Business licensing and regulation 5.4% 4

Life safety education programs 5.4% 4

Economic development and business sustainability 4.1% 3

Emergency preparedness 2.7% 2

Energy efficiency and conservation 2.7% 2

Fire rescue services 2.7% 2

Parks, playground, sports fields and green spaces 2.7% 2

Garbage and recycling collection services 1.4% 1

Recreation facilities (including rentals) 1.4% 1

Snow and ice removal 1.4% 1

Environmental protection and programs 0.0% 0

Street and sidewalk maintenance 0.0% 0

Recreational programs (lessons, fitness classes, children & youth programs) 0.0% 0

KEY

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Trend from 2015 to 2017 In 2015 citizens were asked to list the top 3 services which they felt should see a reduction in funding. Their responses were grouped

together under the same categories used for 2017 to compare the data between the two surveys. Of those who responded in 2015,

over 25% felt that a reduction in staff was necessary. However, as staff is not considered a “service” but is rather a means of providing

a service, a category for Administration was not included in the 2017 survey, so there is no comparable data for staff reductions. The

table below shows that there has been a large shift in where citizens would like to see budget cuts, from street maintenance and snow

removal to arts, culture and heritage, and bylaw enforcement. The percentage of respondents who would like to see cuts to

engineering and subdivision, and land use planning and building inspections has increased from 2015 to 2017. Since 2015, there

has been a substantial decrease to the budget for building inspections as a result of entering into an agreement with the District of

Elkford to share this service.32


Arts, culture and heritage19%

Business licensing and regulation…

Bylaw enforcement (including parking, public nuisances and

animal control)16%

Land use planning (e.g. OCP and zoning) and building inspection

9%Emergency preparedness

3%

Economic development and business sustainability4%

Environmental protection and programs0%

Energy efficiency and conservation3%

Engineering and subdivision26%

Fire rescue services3%

Life safety education programs5%


1%

Parks, playground, sports fields and green spaces3%

Street and sidewalk maintenance0%

Recreation facilities (including rentals)1%

Recreational programs (lessons, fitness classes, children & youth programs)

0%Snow and ice removal1%

Service Area(s) which should see a Service Reduction

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Recommendations

1. Promote readership of the Annual Municipal Report, Council Facts, Community e-Newsletter and District website to educate the

public on department roles and responsibilities.

2. Promote events and projects completed by organizations who have received grant-in-aid funding by the District on the website to

illustrate how the financial assistance has benefited the community.

3. Increase community awareness around the benefits of arts, culture and heritage.33

4. Increase community awareness around department roles, responsibilities and projects.34

33 Recommendation is consistent with OCP objective 5.1.3. 34 Recommendation is consistent with DCCCP objective to “increase stakeholders’ awareness of District programs and initiatives.”

0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0%






Life safety education programs




Environmental protection and programs



Emergency preparedness

Economic development and business sustainability

Bylaw enforcement

Business licensing and regulation


Administration


2015 2017

KEY

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http://sparwood.ca/

https://sparwood.civicweb.net/filepro/document/47991/Financial%20Reporting%20(Grant-In-Aid)%20Policy.pdf

http://sparwood.ca/



MUNICIPAL PROPERTY TAXES

Municipal property taxes are the primary way to pay for services and programs provided by the District of Sparwood. Due to the increased cost of maintaining current service levels and infrastructure, the District must balance taxation and service delivery levels. To deal with this situation, which of the following two options would you most like the District to pursue? (1) increase taxes to expand services, or (2) cut services to reduce taxes. Almost 75% of those who responded to this question

chose that they would prefer to increase taxes to expand

services rather than to cut services to reduce taxes.

In general, citizens indicated that they did not want to

see cuts to essential services but suggested that the

District look at ways to economize non-essential services

or redistribute funding so as to maintain current

taxation levels. Suggested efficiencies included:

• reducing the District’s workforce;

• eliminate hanging baskets;

• eliminate the windrow program;

• reduce printing costs by printing documents in black

in white instead of colour; and

• require residents to maintain public sidewalks in the

winter.

In addition to the reductions, suggestions for additional

or improved services included:

• adding curbside recycling;

• building a new pool;

• improve trails;

• increase bylaw enforcement; and

• improve public engagement and consultation processes.

Recommendations

1. Reduce expenditures by printing Community e-Newsletter and Council Facts in black and white and publish colour versions online.

2. Continue to work with not-for-profit organizations regarding trail development and maintenance.35

3. Provide regular project updates to Council, staff and citizens regarding budget alignment.36

35 Recommendation is consistent with CSP objective 3.2 and DCCCP objective to “improve the quality of the District’s key stakeholder relationships.” 36 Recommendation is consistent with OCP policy statement 7.63 and DCCCP objective to “increase the percentage of employees that consider themselves well-informed about District programs, issues and

initiatives.”

Increase taxes to expand services,

74.5%

Cut services to reduce taxes,

25.5%

Balancing Taxation and Service Delivery

KEY

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AX

ATIO

N






QUALITY OF LIFE

How would you rate the overall quality of life in Sparwood today? Over 90% of respondents indicated that they found the quality of life

in Sparwood to be either good or very good in 2017. However, there

were several comments related to poor air quality as a result from

the coal dust, and a need for improved community activities and

amenities to create a greater vibrancy in Sparwood.

Response Percent Response Count

Very good 23.0% 42

Good 67.2% 123

Poor 8.2% 15

Very poor 1.1% 2

Don't know 0.6% 1

Trend from 2015 to 2017 To compare the data in 2017 to the data collected in 2015 we used

the values for very satisfied (very good), satisfied (good), somewhat

satisfied (poor) and dissatisfied (very poor), and we disregarded the

data for “don’t know” in 2017 and “somewhat satisfied” in 2015 for

comparison purposes only. Citizens assessment of the quality of life

in Sparwood has increased significantly from 2015 to 2017. The

data shows an increase of 10% of citizens surveyed in 2017 feel that

the quality of life in Sparwood is very good and significant decreases

in those who found it to be poor or very poor.

Recommendations

1. Implement Condition 21 of the Environmental Assessment Office’s permit for the Baldy Ridge Extension.37

37 Recommendation was identified as a priority (Action Item 1.1.12) in the CSP and is consistent with OCP objective 11.1.

KEY

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UA

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F L

IFE

Very good23%

Good67%

Poor8%

Very poor1%

Don't know1%

Quality of Life

0.0%

20.0%

40.0%

60.0%

80.0%

Very good Good Poor Very poor


2017 2015

http://www.eao.gov.bc.ca/

http://engage.gov.bc.ca/govtogetherbc/consultation/eao-baldy-ridge-extension-project/



district of sparwood...2017 citizen satisfaction survey results 7 residency resident of sparwood...

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