Shire gets some satisfaction from survey result

THE Surf Coast Shire has again bettered the state average for overall performance in the Local Government Community Satisfaction Survey.

The municipality’s overall 2019 rating of 62 matches last year’s result.

It is above the statewide score of 60 and the average of 56 for similar-sized large rural councils in Victoria.

Co-ordinated by the state government, the annual Community Satisfaction Survey consists of a random phone survey to 600 resident and non-resident ratepayers.

Compared to 2018 results, the council improved or matched the result in the core measures of overall performance, community consultation, making community decisions, sealed local roads and customer service.

The 2019 customer service survey score is 77, above the statewide and large rural council average.

The shire’s top three performing areas were:
• Appearance of public areas – 75
• Emergency and disaster management – 72
• Community and cultural activities – 72

Its top three areas for improvement were:
• Planning for population growth – 48
• Maintenance of unsealed roads – 47
• Planning and building permits – 47

Shire mayor Rose Hodge was pleased with the result, and highlighted the significant improvement in the customer service rating number.

“The survey found an eight-point increase in customer service from last year, which is quite a jump,” she said.

“We’ve had a strong focus to improve our customers’ experience and other initiatives such as our use of technology.

“Ultimately, we want council to be easy to access and for us to provide a timely response, so it’s encouraging to see through the survey that our community members have noticed improvement. We expect population growth to be an area of concern, given the Surf Coast is one of the fastest growing municipalities in the state.

“We are continually working on the challenges that growth presents, and we are committed to retaining the character of our towns.”

She said the survey was an opportunity to identify ways to provide improved services.

“We’re preparing to roll out our e-planning portal which will enable customers to lodge and manage their planning applications and submissions online.

“It’s a great example of supporting our customers by enabling access to our planning process when it best suits their needs.”

To view the full results, head to the website at surfcoast.vic.gov.au.