Mini Poll: Service Calls

Who do you trust most to provide the following services, a municipal government, a state-chartered government agency, a private not-for profit, or a contracted private company?


Sewage treatment:


Municipal Government:
 50%
State-Chartered Agency:
 15%
Private Not-For Profit:
 8%
Contracted Private Company:
 27%

Drinking water treatment and delivery:


Municipal Government:
 62%
State-Chartered Agency:
 10%
Private Not-For Profit:
 15%
Contracted Private Company:
 13%

Social services:


Municipal Government:
 24%
State-Chartered Agency:
 30%
Private Not-For Profit:
 26%
Contracted Private Company:
 20%

Elections:


Municipal Government:
 58%
State-Chartered Agency:
 30%
Private Not-For Profit:
 3%
Contracted Private Company:
 8%

Courts system:


Municipal Government:
 60%
State-Chartered Agency:
 34%
Private Not-For Profit:
 2%
Contracted Private Company:
 4%

Police services:


Municipal Government:
 83%
State-Chartered Agency:
 10%
Private Not-For Profit:
 1%
Contracted Private Company:
 5%

Jail operations:


Municipal Government:
 57%
State-Chartered Agency:
 31%
Private Not-For Profit:
 2%
Contracted Private Company:
 10%

Parks maintenance:


Municipal Government:
 67%
State-Chartered Agency:
 7%
Private Not-For Profit:
 16%
Contracted Private Company:
 10%

Mass transit:


Municipal Government:
 28%
State-Chartered Agency:
 43%
Private Not-For Profit:
 8%
Contracted Private Company:
 21%

Highway construction and operation:


Municipal Government:
 13%
State-Chartered Agency:
 63%
Private Not-For Profit:
 2%
Contracted Private Company:
 22%

Road repairs and maintenance:


Municipal Government:
 45%
State-Chartered Agency:
 32%
Private Not-For Profit:
 1%
Contracted Private Company:
 21%

Trash and recycling:


Municipal Government:
 64%
State-Chartered Agency:
 3%
Private Not-For Profit:
 2%
Contracted Private Company:
 30%

Recreation centers and pools:


Municipal Government:
 52%
State-Chartered Agency:
 2%
Private Not-For Profit:
 23%
Contracted Private Company:
 22%

Electricity generation and distribution:


Municipal Government:
 16%
State-Chartered Agency:
 21%
Private Not-For Profit:
 15%
Contracted Private Company:
 48%

Natural gas distribution:


Municipal Government:
 14%
State-Chartered Agency:
 22%
Private Not-For Profit:
 15%
Contracted Private Company:
 49%

 


Which of the following qualities is the most important to you in the delivery of municipal services?


Efficiency:
 36%
Fairness:
 9%
Effectiveness:
 37%
I don't really care, as long as the things important to me get taken care of:
 18%

 


Using the same letter grades that your teachers likely used in grade school, what grade would you give the department, agency, or company that provides the following services where you live?


Sewage treatment:


A:
 39%
B:
 36%
C:
 15%
D:
 4%
F:
 3%
Incomplete:
 2%

Drinking water treatment and delivery:


A:
 79%
B:
 15%
C:
 3%
D:
 1%
F:
 0%
Incomplete:
 1%

Social services:


A:
 7%
B:
 33%
C:
 36%
D:
 14%
F:
 4%
Incomplete:
 6%

Elections:


A:
 18%
B:
 28%
C:
 37%
D:
 11%
F:
 4%
Incomplete:
 1%

Courts system:


A:
 16%
B:
 31%
C:
 35%
D:
 11%
F:
 4%
Incomplete:
 3%

Police services:


A:
 42%
B:
 34%
C:
 13%
D:
 5%
F:
 3%
Incomplete:
 2%

Jail operations:


A:
 11%
B:
 16%
C:
 28%
D:
 20%
F:
 20%
Incomplete:
 5%

Parks maintenance:


A:
 29%
B:
 55%
C:
 11%
D:
 3%
F:
 1%
Incomplete:
 1%

Mass transit:


A:
 12%
B:
 33%
C:
 33%
D:
 14%
F:
 5%
Incomplete:
 3%

Highway construction and operation:


A:
 10%
B:
 36%
C:
 39%
D:
 9%
F:
 4%
Incomplete:
 2%

Road repairs and maintenance:


A:
 7%
B:
 30%
C:
 42%
D:
 15%
F:
 4%
Incomplete:
 2%

Garbage and recycling:


A:
 48%
B:
 31%
C:
 12%
D:
 4%
F:
 2%
Incomplete:
 2%

Recreation centers and pools:


A:
 18%
B:
 34%
C:
 32%
D:
 7%
F:
 1%
Incomplete:
 8%

Electricity generation and distribution:


A:
 42%
B:
 35%
C:
 13%
D:
 4%
F:
 1%
Incomplete:
 4%

Natural gas distribution:


A:
 47%
B:
 34%
C:
 11%
D:
 2%
F:
 1%
Incomplete:
 4%

 


Which of the following do you believe is the most effective way to get a problem in your neighborhood addressed?


Contact my alderman:
 30%
Contact the mayor’s office:
 5%
Contact the Citizens Service Bureau:
 39%
Contact my neighborhood organization:
 9%
Fix it myself:
 16%

 


Have you ever used the Citizens' Service Bureau to request a municipal service, complain about a problem neighbor, or leave a compliment for a job well done?


Yes:
 66%
No:
 20%
What the heck is the Citizens' Service Bureau:
 14%

 


How did you contact the Citizens' Service Bureau?


By telephone:
 36%
By letter:
 0%
By email:
 7%
By Internet form:
 21%
By Twitter:
 6%
By yelling outside City Hall:
 0%
I have never used the Citizen's Service Bureau:
 29%

 


Do you think that your complaint or request for service made a difference?


Yes, quickly:
 33%
Yes, eventually:
 29%
Nope:
 9%
I have never used the Citizens' Service Bureau:
 29%

 


How were you treated by the Citizens' Service Bureau staffer who addressed your complaint or request for service?


I was treated like a valued customer:
 24%
I was treated professionally, but not warmly:
 40%
I was treated like a kook:
 0%
I was ignored:
 4%
I have never used the Citizens' Service Bureau:
 32%

 


Do you think that complaint calls and emails to the Citizens' Service Bureau should be made public?


Yes, absolutely:
 13%
Yes, the complaints, but not the names of the complainers:
 39%
Yes, the general statistics, but not any of the specifics:
 40%
No:
 8%

 


Which of the following would be the most useful addition to the Citizens' Service Bureau?


Interpreter service available for languages other than English:
 4%
The ability to text complaints or requests directly from my cell phone:
 8%
A Customer Bill of Rights to set clear standards and expectations:
 8%
A comprehensive list of web sites and phone numbers for citizens' information:
 14%
To be able to speak directly to the department with which I'm having problems:
 17%
More follow-up when the job is completed or an explanation about why it is not:
 45%
A citizen advisory board:
 5%

 


Would you be willing to spend a couple of hours a week as a volunteer answering telephones at the Citizens Service Bureau?


Yes:
 42%
No:
 58%

 


Which of the following do you think is the most valuable component of customer service?


Patience:
 9%
Friendliness:
 4%
Responsiveness:
 68%
Perseverance:
 4%
Acknowledging the problem:
 11%
Contrition:
 0%
Fairness:
 3%

 


Note: Due to rounding, results for some questions may not total 100%.