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“Find out what the people want and give it to

them.”

– Unattributed

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Gauging Resident Satisfaction

Conducted Resident Satisfaction Survey in Oct. 2008

Asked 10,000 residents: How are we doing?

Six key service areas:Public Safety

Neighborhood Services

Transportation

Recreation & Culture

Health & Human Services

Economic Development

General Government

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PUBLIC SAFETY

To provide a safe and secure community through public safety

services that are coordinated, professional, courteous, efficient and

effective.

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Always ready to serve and protect

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Satisfaction ratings for

access to police is 52

percent during non-

emergencies and 60

percent during

emergencies.

That's a 6-point

increase across-the-

board over 2005

levels.

Compared to national benchmarks,

satisfaction with police is on par with other

large metros. Fire exceeds those benchmarks

by 4 percent.

Watch what it’s like to be a County

firefighter

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Taking guns off the street

The number of illegal guns seized from the

streets has tripled since the implementation of

the Gun Bounty Program.

In 2008, the seizure of 188 guns led to 110

arrests.

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Children are worth fighting for

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With the juvenile

arrest rate decreasing

nearly 50 percent

over the last decade,

it’s no wonder the

Juvenile Services

Department has

received international

recognition.

Watch and learn about the Violence

Intervention Program.

Watch our Violence Intervention

Program Spot

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Feeling safe walking alone

In 2008

75% during the day

51% at night

In 2003

55% during the day

32% at night

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Making sure you’re hurricane ready

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Satisfaction with the

overall quality of the

County's emergency

preparedness services

is up 9 points to 69

percent in 2008 over

2005.

NEIGHBORHOOD SERVICES

To provide efficient, accountable, accessible and courteous neighborhood services that will enhance the quality of life and involve the community. This includes ensuring that public roads are repaired, neighborhoods are kept clean, green space areas are available, water is kept running, drainage systems work efficiently.

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Prevention is the best medicine

Street flooding is diminishing – more than

13,000 storm drains and pipes were unclogged

in 2008 alone.

NEAT crews filled more than 45,000 potholes

and repaired 12,000 sidewalks.

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Watch how we get our hands dirty

keeping things NEAT!

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Cool, clean water from the tap

Our tap water exceeds both state and federal

standards and has been judged the state’s best-

tasting water by the Florida Section of the

American Water Works Association.

But the judges that matter most are our

customers, and your 79 percent satisfaction

rating means you trust your water supply.

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A dirty job well done

Sewer service is a subject most prefer to avoid,

that is, until something goes wrong.

We earned a 75 percent satisfaction rating in

2008, an increase of 5 points over 2005.

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Clean neighborhoods, twice as fast

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In three years, the

average response

time for bulky waste

pickup collection has

been reduced from

14 to 7 days.

Your community’s waste service is among

the nation’s very best. And thanks to the new

single cart system, recycling is up 120

percent.

Good on waste management

Garbage collection service received an 84

percent satisfaction rating.

Compared to 2005, overall cleanliness ratings are

up 13 points in 2008 to 61 percent.

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Creating an urban oasis

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Strategic planting of

vegetation spruces up

neighborhoods and

lowers temperatures.

They also help reduce

flooding and slow

wear and tear on

roads and sidewalks.

By adopting and planting more than 130,000 free trees provided through the Adopt-a-Tree program, you’ve helped reforest the community, lower energy bills and clean the air.

TRANSPORTATION

To provide a seamless, efficient, intermodal transportation system

that enhances mobility throughout our neighborhoods and region,

and expedites domestic and international commerce.

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Big airport, big satisfaction

Miami International

Airport ranked as the

No. 6 most satisfying

large airport in North

America, according to

a 2008 J.D. Power

customer satisfaction

study.

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Friendly service during smooth rides

Bus driver courtesy

ratings are up 7

points from 44

percent in 2005 to 51

percent in 2008.

In 2008, buses arrived

as scheduled 76

percent of the time

compared to 67

percent in 2003.

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Better on-time performance and more miles

between breakdowns has led to a marked

increase in resident satisfaction with the

frequency and reliability of train service – 61

and 63 percent respectively – a net gain of 7

and 6 points each.

Becoming pedestrian-friendlier

Satisfaction with the

availability of

sidewalks for

pedestrians is at 54

percent, an 8-point

bump over 2005.

Thanks to the voter-

approved Building

Better Communities

Bond program, we've

paved almost 66

miles of new and

repaired sidewalks.

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RECREATION & CULTURE

To develop, promote and preserve outstanding cultural,

recreational, library and natural experiences and opportunities for

residents and visitors today and for future generations.

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Keeping our history alive and accessible

In 2008, 153,495 people visited Vizcaya

Museum & Gardens – an increase of 7 percent

over the previous year.

This national historic landmark is open 364 days

each year and offers performances, art

programs and tours for families, architecture

enthusiasts and history buffs.

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Laptops and tapes and books, oh my!

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Miami-Dade County

libraries have

experienced a 25

percent surge in

visits over the last

decade.

Audiences of every age enjoy a vast array of

programs and services – books, tapes, CDs,

computer classes, Teen Zone, Toddler

Storytime and more.

Bravo! for the arts.

Approval ratings of

theaters, museums

and arts centers

increased 6 points

from 2005 to 2008.

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Programs like Culture Shock and Golden

Ticket have broadened cultural opportunities

for audiences young and old.

Growing our greenways

We’re cultivating our

green spaces with the

Open Space Master

Plan and similar

initiatives.

Satisfaction with

green space near

homes is up 5 points

in 2008 to 54 percent.

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Your support of the Building Better

Communities Bond program in 2002 has

paid for renovations, repairs and expansions

at parks, the restoration of historical

landmarks and the preservation of delicate

wetlands.

HEALTH & HUMAN SERVICES

To improve the quality of life and promote maximum independence

through the provision of health care, housing and social and

human services to those in need.

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Helping families find homes

Since 1984, the

Affordable Housing

Surtax Program has

created 15,000

affordable rental

units.

Helped more than

7,000 low-income

families to become

homeowners.

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Online tools like Housing Central, which

helps people find affordable homes, have

contributed to a 7-point increase in resident

satisfaction with access to social service

information between 2005 and 2008.

Providing shelter in a financial storm

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In 2008, the Homeless

Trust placed over

8,500 adults and

children into

emergency housing

and more than 3,100

people into

permanent housing.

Resources like the Foreclosure Prevention Now

site at www.miamidade.gov/foreclosure

provide a lifeline to families looking for ways to

keep their homes safe from foreclosure.

Helping seniors

In 2008, more than 1,500 senior households

were retrofitted with low-flow showerheads and

high efficiency toilets. The community saves

water and seniors save money.

Last year, we served 765,318 meals to the

elderly through various programs including

Meals on Wheels and County supported senior

centers.

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Offering help against homelessness

The occupancy rate for the County's Public

Housing system has remained above 93

percent in 2007 and 2008, enabling families in

need to be placed in affordable housing.

Housing Choice Vouchers increased 9 percent

from 2007 to 2008, helping more low-income

residents find affordable homes.

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ECONOMIC DEVELOPMENT

To expand and further diversify the local economy and employment

opportunities, by promoting, coordinating and implementing

economic revitalization activities that reduce socio-economic

disparity and improve the quality of life of all residents.

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Mom & Pop Grants

More than $283 million in commerce generated

through contracts awarded to small businesses

in 2008.

Mom & Pop Grants totaling more than

$9 million awarded to small businesses since

2004.

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Watch who’s benefitting from Mom

& Pop Grants

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The business end of arts and culture

More than 12 million people attended local

cultural events in 2008 spending $922 million at

performances, restaurants, hotels, retail and

other businesses.

Miami-Dade County supports hundreds of non-

profit cultural and arts organizations.

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Thumbs up for film & entertainment

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Over the last five years, film and entertainment

productions have added a total of more than

$752 million to Miami-Dade’s economy.

GENERAL GOVERNMENT

To provide expertise and resources to support and facilitate

excellent public service delivery.

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Getting answers is as easy as 3-1-1

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One phone number

provided answers to

residents in English,

Spanish and Creole

more than 2.4 million

times in 2008.

More than one call for

every man, woman in

and child in Miami-

Dade.

The success of the County’s 311 Answer Center is just one of the initiatives that contributed to the 10 percent increase in the number of residents who say we went the extra mile.

Self-service online every day

Online traffic to the

County web portal

increased by nearly 2

percent in one year to

over 8 million

visitors in 2008,

providing more of you

with greater access

and convenience,

24/7.

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We are Election Ready

While the world

watched, we made

sure a record 875,639

votes were counted

during the 2008

Presidential Election.

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Consumer protection made easy

In 2008, the Consumer Services Department

helped consumers recover more than $1.25

million in refunds through its complaint

mediation program, a 99 percent increase over

2006.

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Cost of government

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The basic cost of

County government,

adjusted for inflation,

has remained steady

over the last 15 years.

Source: 2009-10 Miami-Dade County

Budget Book

Bottom line

Of 102 areas measured in the 2005 and 2008

surveys, we have improved in 93.

We’re measure up well against other

governments across the U.S.

After surveying residents in 2003, 2005 and

2008, residents say we’re getting better.

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Thank you!

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