City Council Agenda and Packet 2019 12 03

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11: City,/ im Louisville COLORADO • SINCE 1878 CITY COUNCIL COMMUNICATION AGENDA ITEM 5C SUBJECT: APPROVAL OF REQUEST FOR PROPOSALS FOR 2020 CITIZEN SURVEY DATE: DECEMBER 3, 2019 PRESENTED BY: EMILY HOGAN, ASSISTANT CITY MANAGER FOR COMMUNICATIONS & SPECIAL PROJECTS MEGAN DAVIS, DEPUTY CITY MANAGER HEATHER BALSER, CITY MANAGER SUMMARY: The City's most recent Citizen Survey was conducted in 2016 by the National Research Center (NRC). The 5-page survey was mailed to 2,000 randomly selected households with an online response option. Survey questions focused on quality of life in Louisville, sense of community and appearance, safety, transportation, affordable housing, recreational opportunities, quality of programs and services, funding priorities, public information and other policy issues (i.e. trash service, historic preservation, and retail/housing development). The City typically conducts the Citizen Survey every four years, with 2020 as the next year for the survey to be completed. In addition to providing comprehensive feedback on the City's delivery of services and programs, the survey informs the Key Performance Indicators (KPIs), which measure the City's progress in achieving its goals and objectives. In 2018 City Council discussed that the Citizen Survey could be conducted every 2 years instead of 4 years, which would allow for additional public input on timely community policy issues as well as provide more frequent trend data. A number of effectiveness measures in the KPIs reflect the results of the Citizen Survey to determine how well a program is meeting its goals and addressing the needs of residents. After engaging with NRC to initiate a 2-year survey in 2018, City Council decided not to move forward with the additional survey at that time. In the interim, staff collected data for KPI measurements utilizing customer surveys for each specific program area instead of relying on Citizen Survey data. The 2020 survey is intended to provide updated data regarding community satisfaction with the City of Louisville. The questions contained in the prior Citizen Survey reflect how residents feel about life in Louisville. Staff has developed a draft/sample 2020 survey instrument that includes updates to the baseline questions from the 2016 Citizen Survey. Two versions are attached — attachment 3 provides a redline of the 2016 baseline satisfaction questions from the 2016 Citizen Survey. These changes reflect the categorization of questions by program area as well as department, the inclusion of key questions that were asked through the program -area customer surveys, updates to CITY COUNCIL 1O COMMUNICATION