Waipa District Council in Top Three Performers

Waipa District Council has been rated third equal amongst Councils for its staff performance, according to the latest annual NRB survey of Public Perceptions of Council Services and Representation. Nineteen Councils sought feedback on their staff's performance in the 2002 NRB Communitrack survey.

The survey is commissioned annually as a part of the Council's customer service research and is designed to determine how well the Council is performing in terms of services and facilities offered, and representation given to its citizens and ratepayers. It also provides a measurement of performance criteria so that these measures can be used in annual reporting and also gives council the chance to explore specific areas.

Key areas in the 2003 survey included a review of contact with council, the nature of the query, and the timeliness and appropriateness of the Council's response. Council also posed a number of questions related to internet use as the driver for an improved website design and interactivity planned for 2004.It also sought feedback on how the community views the District and the process Councils uses to consult the community on its activities.

The survey also compared Waipa District Council with similar sized councils, and their resident's perceptions, nationwide.

Key findings include high levels of satisfaction with the road maintenance and safety, parks and pool facilities, footpaths, town planning and building control. 78% of residents who contacted the council by phone or in person said their query was attended to in a timely fashion and to their satisfaction. Improvements were also recorded in the performance ratings of the Mayor and Councillors, Council staff and of the Community Boards in the District.

The Communitrack survey is an important yardstick for measuring Councils performance said Chief Executive John Inglis.
"Waipa District Council commissions the survey as a means of measuring our effectiveness in representing the wishes and viewpoints of our residents. Understanding resident's opinions and needs allows Council to be more responsive to its citizens. The NRB Survey tests us against previous years so we can track improvements and it compares us with similar sized councils around the country. Waipa District Council can be proud of its position in the top three councils of similar size, although we are continually seeking improvements to our service and we have a strong on going commitment to listening to our community through in depth community consultation"

The Council also sought feedback on the use of Internet services with 46% of residents who have access to the internet saying they would be likely or very likely to use on line services including rates, consent or licensing payments. Council is currently redeveloping and updating the councils website given the feedback from the survey and while it may be a while before on line payments are possible, Council staff are monitoring developments in broadband and on line payment systems with a view to providing some on line services in the new year.

93% of residents think the quality of life in Waipa District is good or very good and 83% of residents rate community spirit good or very good. The survey results are encouraging for the Council, new initiatives including implementing the new Local Government Act, the development of a Long Term Council Community Plan and managing a mid year STV poll have been absorbed into current workloads while continuing to improve on customer service and satisfaction.