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From YouTube: Arlington VA Resident Satisfaction Survey
Description
A presentation by Chris Tatham of the ETC Institute on the findings of the Arlington County Virginia 2012 Resident Satisfaction Survey. Tatham's presentation was made to the Arlington County Board at their meeting of May 22 2012. Complete survey results can be found at www.arlingtonva.us.
A
Thank
you,
madam
chair
members
of
the
board.
I
actually
have
two
items
for
you
this
afternoon.
The
first
is
to
give
you
I
just
want
to
take
an
opportunity
to
update
you
on
the
Columbia
Pike
transit
initiative.
The
Columbia
Pike
transit
initiative
is
a
joint
project
between
Arlington
and
Fairfax
to
provide
high
quality,
high-capacity
transit
service
along
Columbia
Pike
between
the
Pentagon
Pentagon
city
in
Arlington
County
and
the
skyline
area
in
Fairfax
County.
This
initiative
is
part
of
the
county's
overall
effort
to
transform
the
pike
into
a
more
walkable
urban
Main
Street.
A
It's
also
part
of
the
county's
vision
to
build
on
the
existing
transportation
systems,
extending
its
reach
and
offering
more
travel
options
to
sustainably
manage
the
growth
in
2006
following
a
local
alternatives.
Analysis
account
the
Arlington
and
Fairfax
boards
endorsed
the
modified
streetcar
or
alternative
for
Columbia
Pike
as
part
of
their
effort
to
qualify
for
federal
funding
for
this
project.
Under
the
federal
transportation
administration,
new
starts
small
starts
program,
Arlington,
County
and
fairfax
county
have
compiled
a
federal
alternatives,
analysis
and
environmental
analysis.
A
The
official
comment
period
for
the
completion
of
this
AAA
EA
for
the
Columbia
Pike
transit
initiatives
goes
from
today,
May
22nd,
through
June
21st
2012
we're
going
to
hold
two
public
meetings.
The
first
of
these
meetings
is
Wednesday
June
6
at
Arlington,
Patrick's,
Henry
elementary
school
in
the
cafeteria
gymnasium,
and
that's
a
701
South
Highland
Street
in
Arlington.
The
second
will
be
Thursday
June
7th
in
the
Fairfax
location
at
the
Goodwin
house,
Bailey's
Crossroads
auditorium
and
34
40,
South,
Jefferson,
Street
and
Falls
Church.
A
Written
comments
can
also
be
submitted
to
the
following:
address:
Komi
pike,
transit
initiative,
P
o
box
39,
15,
Oakton,
Virginia
to
2
1,
to
4
or
by
email
to
info
at
pike,
transit
comm
after
the
public
comment
period
is
completed.
The
document
we
brought
forward
to
our
county
board
and
to
the
Fairfax
board
for
review
and
approval
for
submissions
to
the
Federal
Transit
Authority.
So
it
just
gives
you
an
update
of
where
we
are
in
that
particular
item.
My
second
item
is
a
much
more
fun
item.
A
In
the
sense
that
we
have
recently
completed
our
third
resident
satisfaction
survey.
We
commissioned
our
first
survey
in
2004.
We
did
our
second
one
in
2008
and
we
just
have
the
results
for
2012.
These
surveys
give
us
an
opportunity
to
gain
better
understanding
of
what's
going
on
and
how
the
community
sees
things,
and
it
helps
us
get
an
understanding
of
what's
important
to
our
residents
and
how
and
well
we're
doing
with
the
community
meeting
community
expectations.
A
So
it's
2012
and
I'm
very
excited
to
bring
you
the
results.
The
survey
Road
survey
results
are
good
with
us.
Today
is
Chris
Tatum,
who
you
may
remember
from
etc'
Institute
Chris
is
one
of
the
nation's
leading
authorities
on
the
development
of
qualitative
and
quantitative
customer
satisfaction,
research
for
state
and
local
governments.
During
the
past
ten
years
he
has
designed
and
implemented
customer
satisfaction
surveys,
assessments
for
more
than
500
government
agencies
in
41
states.
A
B
You
pleasure
to
be
back,
I
see
a
few
familiar
faces
and
in
fact
a
few
of
you
actually
worked
with
me
to
develop
the
very
first
survey.
So
it's
great
to
be
able
to
come
back
today
and
share
with
you
the
findings.
What
I'm
gonna
do
today
is
walk
through
some
of
the
high-level
findings,
there's
obviously
a
lot
of
information
in
this
report,
my
goals,
so
that
you'll
be
aware
of
what's
there.
So
when
it
comes
time
to
make
decisions,
you'll
be
available
or
be
aware
of
what
information
is
available.
B
I
also
want
to
give
you
a
sense
so
that
you
can
have
confidence
that
the
data
is
actually
reliable.
I'll
go
through
a
little
bit
of
the
Bethel
methodology,
but
I'm
gonna
focus
mainly
on
the
high
level
findings,
as
a
county
manager
mentioned
our
firm
specializes
in
working
with
local
governments.
This
is
just
our
gee-whiz
map
that
shows
that
we've
surveyed
over
a
million
and
a
half
people
across
the
United
States
in
the
past
six
years,
when
I
first
worked
with
you,
we
had
conducted
surveys
and
fewer
than
hundred
communities.
B
It's
now
well
over
500
communities.
We
also
do
our
own
national
research.
Each
year
we
administer
a
survey
to
more
than
four
thousand
US
residents,
so
I'm
gonna
make
a
number
of
comments
during
the
presentation
about
how
you
stack
up
against
others.
I'll
comment
on
national
trends-
and
this
is
the
basis
for
my
comments
for
today,
I'm
going
to
briefly
walk
through
the
purpose
and
methodology.
Just
so
you
know
how
the
survey
was
conducted
and
why
then
I'm
gonna
give
you
what
I'd
like
to
call
my
bottom
line
up
front.
B
Just
in
case
we
go
through
a
lot
of
slides,
you'll,
remember
what
the
key
points
are
and
then
I'll
tell
you
how
I
got
there
and
then
wrapped
things
up
as
far
as
the
overall
purpose
back
in
2004
I,
think
one
of
the
challenges
of
time
for
the
county
was
to
really
get
an
objective
assessment
for
how
well
you're
delivering
services.
What
I've
seen
with
the
hundreds
of
communities
that
I've
worked
with
is
citizens
usually
only
contact
their
County
for
two
reasons?
One
services
don't
meet
expectations
or
two.
They
want
to
change
the
service.
B
As
a
result,
most
of
your
public
involvement
processes
are
dominated
by
people
who
aren't
happy
or
they
want
to
change
things.
The
special
interest
and
unhappy
citizens
tend
to
be
the
ones
you
hear
from
the
most.
You
don't
hear
from
those
who
actually
like
things,
you
might
even
ask
yourself.
How
often
do
you
call
the
Department
of
Transportation
and
others?
Every
time
you
drive
down
a
new
highway,
you
all
may
because
of
your
position,
but
most
people
just
don't
give
feedback
as
a
result,
without
a
tool
like
this,
you
may
not
know
what
residents
expect.
B
You
may
not
know
how
expectations
are
changing,
which
makes
it
difficult
to
prioritize
your
investments.
The
county
is
to
be
commended.
Now
that
you've
done
this
three
times,
you
really
do
have
some
good
longitudinal
history
about
how
you've
responded
to
citizen
needs
and
gives
you
a
window
as
to
what
the
priorities,
how
they're
emerging
over
time
as
far
as
the
methodology
for
the
survey,
the
overall
process
is
similar
to
what
we've
done.
In
previous
years,
we
selected
3,600
households
at
random
from
the
entire
county.
We
mailed
them
a
survey.
B
We
then
gave
them
three
options
for
responding
either
online
by
mail
or
over
the
phone,
and
you
can
see
the
numbers
of
folks
that
responded
or
listed
in
the
screen
in
front
of
you.
A
total
of
1306
residents
responded
to
the
survey
we
controlled
the
online
responses
by
requiring
people
to
submit
their
address,
and
that
way
we
were
able
to
match
the
people
who
responded
online
to
the
original
sample.
B
Other
people
responded
online
as
well,
and
we
have
a
separate
data
which
we're
calling
special
interest
group
and
we'll
share
that
to
the
with
the
county
as
well.
The
overall
length
of
the
survey
is
now
22
or
nearly
22
minutes.
It's
the
longest
survey
of
this
kind
that
we
administer
the
only
reason
we're
able
to
administer
it
here
is
because
your
community
is
very
engaged.
In
fact,
I'm
surprised
that
we
get
such
a
tremendous
response
rate
and
I
think
it
has
a
lot
to
do
with
the
community's
view
of
local
government
I.
B
Think
the
local
folks
in
this
community
believe
you
actually
listen
to
them.
They
believe
it's
worth
the
time,
because
there
are
no
other
places
around
the
country
that
we
administer
a
survey
that
has
this
many
questions.
I
think
it's
it's
really
to
be
commended
on
the
fact
that
you
listen
to
what
your
residents
say.
B
The
other
thing
I
want
to
share
with
you
is
the
home
address
of
the
respondents
is
geocoded,
and
while
we
keep
the
address
out
of
the
final
database,
it
lets
us
make
maps
that
let
you
see
how
people
in
different
parts
of
the
county
rate,
different
services,
sharing
those
maps
and
depth
with
your
staff
and
I'll
just
have
a
couple
in
today's
presentation.
But
overall
we
have
felt
very
good
about
the
composition
of
the
sample,
both
demographically.
B
We
looked
at
things
like
the
racial
composition
of
respondents
and
we
compared
it
to
the
recent
census
estimate
in
our
sample.
Pretty
much
mirrors
the
census
on
a
variety
of
areas
such
as
whiteness,
the
percentage
of
Hispanic
and
Latino
respondents.
It's
pretty
much
right
on
target
black
and
african-american
respondents,
Asian
and
Pacific
Islander
respondents,
other
things
like
age,
etc
were
also
all
checked.
In
addition,
we
reviewed
the
geographic
distribution
of
respondents
and
you
can
see
from
this
map.
B
The
red
dots
show
where
people
live,
who
responded
to
the
survey,
and
we
generally
have
all
of
the
residential
areas
in
the
county
covered.
We
didn't
get
any
respondents
from
those
two
empty
areas
to
the
right
to
both
the
cemetery
and
the
National
Alegre
National
Airport,
so
we're
glad
they
weren't
represented,
but
you
will
see
them
when
we
do
shade
them.
They
are
part
of
census,
block
groups,
so
they
do
get
shaded.
B
They
just
remember
it's
really
the
people
who
live
next
to
those
areas
whose
opinions
were
included
as
far
as
the
major
findings,
as
you
see
when
you
look
at
the
results
of
the
survey,
you'll
find
one
that
residents
of
this
county
have
an
extremely
positive
perception
of
the
community
and
the
local
government,
in
fact,
they're
among
the
very
best
that
I've
seen
I'd,
certainly
rank
you
in
the
top
5%
of
all
communities
across
the
country.
Secondly,
the
overall
perception
of
the
overall
quality
of
county
services
is
fairly
even
throughout
the
county.
B
Although
there
are
some
differences
by
services
for
the
most
part
residents
throughout
the
county,
give
the
county
very
high
marks
and
you'll
see
that
on
one
of
the
maps
that
I'm
going
to
show
you
a
third
is
that
during
the
past
eight
years,
most
communities
have
gone
in
a
negative
direction.
You
actually
stayed
the
same
or
improved
in
over
sixty
of
the
92
areas
that
were
assessed
on
the
survey.
B
In
addition,
your
overall
satisfaction
rating
went
from
87
to
89,
which
may
not
seem
significant,
but
during
that
same
period
the
national
average
dropped
from
62
to
57.
Much
of
that's
been
caused
by
the
recession.
What
that
means
is
when
I
presented
to
you
in
2008,
you
ranked
a
phenomenal
25
percent
above
the
national
average.
Now
you
rank
32
percentage
points
above
the
national
average.
Clearly
one
of
the
best
performing
communities
around
finally
to
stay
there,
we
took
a
look
at
what
the
priorities
are
for
the
community
in
improvements.
B
The
streets
are
one
of
the
top
priorities
and
I'll
walk
you
through
how
we
got
there
in
just
a
little
bit
as
far
as
the
positive
perceptions
that
commute
residents
have
of
the
county,
we
have
a
number
of
what
we
call
kind
of
strategic
indicators
to
review
the
health
of
a
community.
What's
shown
on
this
list
in
the
scale
we
use
as
a
five-point
scale.
Fours
and
fives
are
positive.
Ratings
ones
and
twos
are
negative
or
dissatisfied
ratings.
People
don't
actually
respond
neutral.
They
actually
give
a
rating
of
three
on
a
five-point
scale.
B
We
classify
it
as
a
neutral
rating
and
typically
through
focus
group
research.
Most
of
people
are
in
that
category
are
people
who
think
they
know
what's
going
on,
but
they
haven't
had
a
real,
strong
experience,
either
positively
or
negatively.
The
reason
they're
important
is
the
other
groups,
that's
most
easily
impacted
by
communication
and
education.
In
other
words,
those
are
the
folks
who
might
read
a
story
and
suddenly
believe
hey.
The
county
is
actually
doing
something,
I
didn't
know
about,
and
they
go
from
being
a
three
to
a
four.
B
You
can't
make
people
who
are
negative
positive,
but
you
can
make
those
who
are
neutral
positive
with
good
information
and
good
communication.
What
you'll
see
on
this
map-
or
this
chart
in
front
of
you,
is
that
the
overall
intense
density
of
the
responses,
particularly
with
regard
to
things
like
quality
of
services,
image
quality
of
life
schools-
we
have
over
30
Senator
respondents
giving
you
a
five
on
a
five-point
scale.
B
What
that
tells
me
is
there's
a
lot
of
brand
equity
in
the
brand
of
Arlington
County
people
feel
very
good
about
this,
because
they
give
a
rating
of
five
in
most
communities.
We
only
see
about
eight
to
fifteen
percent
of
respondents
give
an
intense
rating
of
five
and
you're
having
more
than
double
that
on
some
of
the
several
of
the
key
indicators.
B
In
addition,
we
also
take
a
look
at
how
many
folks
are
dissatisfied
with
the
overall
quality
of
county
services,
and,
if
you
look
at
the
third
item
down,
only
two
percent
of
the
respondents
surveyed
were
negative
when
it
comes
to
the
overall
perception
of
county
services.
Compare
that
to
89%
giving
positive
ratings
I've
been
telling
staff
for
every
person
that
calls.
Then
that
says,
the
overall
quality
of
services
is
terrible.
They
should
remember,
there's
nearly
45
people
in
this
county
that
actually
feel
really
good
about
the
way
the
county
delivers
its
services.
B
In
addition,
another
key
indicator
I
look
at
is
how
the
value
received
for
taxes,
which
is
the
fourth
from
the
bottom
and
you'll
see
there
is
more
dissatisfaction.
15
percent
of
the
residents
gave
negative
ratings,
but
63
percent
gave
positive
ratings.
It's
a
four
over
a
four
to
one
ratio.
In
addition,
how
well
you're
a
managing
growth
was
one
of
the
top
issues
when
we
first
did.
B
The
survey
back
in
2004
and
you'll
see
that
the
dissatisfaction
has
been
tremendously
decreased
and
I'll
show
you
that
in
just
a
little
bit
a
couple
new
questions,
we've
added
this
time
have
to
do
with
the
transparency
of
decision-making
in
the
overall
efforts
to
engage
the
public
and
decision
making.
You
first
might
look
at
this
chart
and
say
wow.
That's
not
very
good,
there's
more
dissatisfaction
there.
What
I
did
to
kind
of
help
you
interpret.
B
B
The
likes
of
the
communities
I
looked
at
were
places
like
Tempe
Austin,
Texas,
Naperville,
Illinois,
Overland,
Park,
Kansas
and
others
and
I
compared
your
ratings
to
theirs,
and
we
found
when
it
comes
to
your
efforts
to
engage
the
public
you
rated
8%
above
the
average
of
those
other
high-performing
communities
and
when
it
comes
to
the
overall
perception
of
the
transparency
or
decision
making
process
you
rated
9%
above
those
other
high-performing
communities.
So
you're
certainly
doing
something
right,
even
though
the
ratings
are
a
little
bit.
B
Lower
people
naturally
complain
about
those
shoes
and
when
you
put
it
into
context,
you're
doing
very,
very
good.
In
addition,
I
know
one
of
the
efforts
that
you're
looking
at
is
trying
to
make
sure
Hispanics
and
people
who
speak
Spanish
are
well
represented
in
the
county
and
provided
quality
service
as
well
and
you'll
notice.
We
compared
the
overall
satisfaction
rating
for
county
services
among
Hispanics
to
all
other
groups,
and
they
were
essentially
equal
and
of
those
who
responded
to
the
survey
in
Spanish
we
had
112
respondents
who
did
the
survey
in
Spanish.
B
They
were
slightly
more
satisfied,
actually
91
percent
compared
to
89%
for
all
respondents.
So
again,
the
overall
positive
perception
exists
among
pretty
much
all
groups
in
the
county.
In
addition,
we
had
respondents
assess
the
overall
quality
of
major
categories
of
service
delivery.
What
you'll
see
on
this
chart,
everything
from
fire
to
police
on
down
to
traffic
flow,
has
been
rated
on
that
same
scale
and
there's
very,
very
little
dissatisfaction.
The
only
areas
you
see
significant
levels
of
satisfaction
are
with
County
streets
and
traffic
flow,
which
are
25
percent
and
23
percent
respectively.
B
I
do
want
to
point
out,
though,
that
sometimes
people
say
there's
always
lots
of
cranky
people
out
in
the
community.
Look
at
fire,
basically,
zero
percent
of
thirteen
hundred
and
six
people.
We
called
only
a
couple
gave
dissatisfied,
just
satisfied
responses,
you're
doing
great
and
when
it
comes
to
the
intensity
of
your
positive
ratings,
in
other
words,
that
brand
equity
take
a
look
at
library,
police
parks,
fire
emergency
preparedness
and
your
arts
and
cultural
programs
all
have
30
percent
or
more
of
the
respondents,
giving
you
a
5
on
a
five-point
scale.
B
So
you're
certainly
going
to
be
commended
in
several
areas
when
it
comes
to
they
how
well
you're
delivering
the
services
across
the
county
I'm
not
going
to
show
you
a
lot
of
maps,
but
I
did
want
to
share
with
you
the
overall
satisfaction
map.
What
this
map
shows
you
by
census,
block
group
and
if
you're
not
familiar
with
a
sense
of
LOC
groups,
it's
an
area
typically
a
little
bigger
than
a
neighborhood
smaller
than
a
zip
code.
We've
shaded
the
mean
satisfaction
rating
for
each
census.
Block
group.
B
Why
one
of
those
colors
shown
in
the
legend?
What
rarely
happens
in
any
community
is
to
have
the
entire
city
or
county
in
blue
there's,
usually
at
least
some
areas
that
are
off-white.
Typically,
many
areas
may
be
an
orange
or
even
read.
The
entire
of
Arlington
County
is
in
blue
you're,
doing
a
great
job,
making
sure
that
the
high
levels
of
service
are
provided
equitably
in
all
areas.
The
third
major
finding
is
how
you're,
moving
and
clearly
from
the
survey
results
you're
moving
in
the
right
direction.
These
are
the
same
key
indicators.
B
In
addition,
value
for
taxes,
which
has
also
been
a
very
sensitive
issue
in
most
communities,
you
see
a
stair
step
up
from
59%
in
2004.
It's
now
at
a
high
of
63
percent.
When
we
look
at
some
of
the
specific
services
that
were
assessed,
most
have
stayed
about
the
same.
Since
the
last
survey
we've
seen
significant
improvement
in
fire
and
emergency
medical
services.
Also
with
the
county's
stormwater
runoff
system,
three
areas
had
borderline
significant
decreases.
You
see,
communication,
Human,
Services
and
traffic
flow.
All
reduce
were
all
decreased
by
four
percentage
points.
B
Interestingly,
on
the
Human
Services
issue,
although
the
overall
rating
decreased
most
of
the
sub
areas
that
were
assessed,
improved
in
fact,
many
increased
significantly,
which
suggests
the
perception
about
the
issue
as
a
whole
nationwide
because
of
the
recession
may
be
causing
people
to
more
sensitive
about
these
the
overall
issue,
but
when
they
actually
assess
specific
services-
and
they
looked
at
those,
they
thought
you
were
doing
better
when
it
comes
to
perceptions
of
safety.
You'll
see
that
all
areas
of
safety
showed
improvement.
B
Three
of
the
four
areas
should
significant
improvement,
particularly
commercial
retail
areas
at
night
was
up
seven
points
since
2008
and
you
can
see
neighborhood
perceptions
of
safety
in
neighborhoods
was
up
six
points
from
2008
when
it
comes
to
utility
services,
you
can
also
see
that
all
areas
showed
improvement.
In
fact,
four
of
the
five
area
should
significant
improvement.
The
most
improvement
you
can
see
was
in
curbside
recycling,
which
has
gone
up
nine
points
from
eighty
one
to
ninety
percent,
just
putting
that
in
perspective.
B
A
couple
things
I
want
to
highlight
in
this
chart
is
one
with
the
local
traffic
law
enforcement.
You'll
notice.
It
went
up
significantly,
it
went
up
at
the
same
time,
perceptions
of
traffic
flow
went
down
that
almost
never
happens.
Typically,
when
people
are
more
concerned
about
traffic
flow,
they
rate,
Oh
enforcement
of
traffic
law
is
lower
because
they
get
upset
that
people
aren't
getting
ticketed
or
they're
driving
through
neighborhoods
recklessly.
B
So
the
fact
that
you
went
out
for
points
when
traffic
flow
went
down
means
your
police
folks
are
really
doing
something
right
with
regard
to
the
enforcement
of
the
traffic
laws.
In
addition,
you
can
see
crime
prevention,
which
was
one
of
the
top
issues.
When
we
did,
the
last
survey
actually
went
up
13
points,
it's
my
understanding.
B
You've
done
some
community
policing
and
some
other
initiatives
and
they're
clearly
paying
off
that's
the
most
significant
improvement
I've
seen
in
that
area
for
any
community
ever
and
to
do
that
in
such
a
short
period
of
time
really
shows
me
that
you're
a
model
for
letting
your
community
feel
that
you're
doing
the
right
things
when
it
comes
to
crime
prevention.
In
addition,
you'll
see
how
quickly
public
safety
personnel
respond.
I'm
going
to
talk
to
that
you
set
a
new
high
in
that
area,
which
I'll
address
in
just
a
minute.
B
I'm
the
parks
and
recreation
side
of
the
house,
you'll
see
pretty
much.
Every
area
has
improved.
In
fact,
if
you
look
back
to
2004,
what's
interesting
is
from
2004
to
2008,
you
see
substantial
improvements
in
your
Parker.
Your
outdoor
issues,
you'll
see,
maintenance
of
cat
parks
went
from
73
to
75.
You
see
walking
and
biking
trails
as
stair-stepped
improvements
over
the
past
couple
years.
Your
outdoor
athletic
fields
have
gone
from
65
to
78.
More
recently,
you'll
see
a
number
of
the
significant
improvements
have
to
do
with
programming
and
facilities.
B
You'll
see
your
indoor
swimming
pools,
gone
up,
18
percentage
points
from
48
percent
to
68
percent,
so
you're,
clearly
investing
in
the
right
way
and
meeting
resident
expectations
in
this
area.
When
it
comes
to
customer
service,
you'll
see
that
all
the
areas
have
remained
very
high.
There
is
actually
significant
improvement
in
the
courtesy
and
professionalism
of
your
employees.
One
of
the
slides
I
don't
have
in
here,
but
I,
find
very
interesting
is
how
your
residents
are
contacting
the
county
in
2004.
Only
about
one
in
five
residents
were
contacting
the
county
by
email.
B
Now
it's
up
to
about
40,
percents
nearly
doubled,
and
so
your
ability
to
respond
to
those
inquiries
by
email
can
potentially
propose
significant
challenges
on
your
customer
service
ratings.
If
people
don't
respond
nicely,
or
they
say
the
wrong
thing,
when
they
write,
they
don't
write
well.
That
can
all
give
a
negative
impression
and
the
fact
that
your
ratings
continue
to
go
up
shows
me
you've
handled
the
transition
from
having
verbal
and
face-to-face
contact
to
more
electronic
and
to
contact
extremely
well.
When
it
comes
to
transportation
issues,
you
can
see
generally,
the
results
are
better.
B
Overall
perceptions
of
Metro
service
in
the
county
have
decreased,
otherwise
biking
trails
and
your
issues
to
invest
in
pedestrian
safety
have
shown
significant
improvement.
You
see,
pedestrian
safety
was
flagged
as
a
big
issue
back
in
2004,
and
it's
gone
from
fifty
to
fifty
nine
percent,
and
you
can
also
see
the
your
own
public
transit
system.
Arts
gone
from
63
to
68
percent.
B
There
really
shows
you
me
you've
invested
in
the
right
areas,
an
emphasis,
your
work
and
the
things
that
residents
cared
the
most
about.
Here's
Health
and
Human
Services
again
the
overall
rating
decreased
slightly.
But
if
you
look
at
each
of
the
subsets
that
were
assessed,
there
have
been
a
number
of
significant
improvements.
Everything
from
your
services
to
seniors
school
health
programs,
services
for
persons
with
disabilities
and
the
availability
of
services
for
persons
on
low
or
fixed
income
all
went
up
significantly.
B
You'll
notice
that
affordable
housing,
which
is
gonna,
be
one
of
the
top
issues
in
this
category,
went
up
slightly
from
41
to
43
percent,
but
residents
are
even
more
concerned
about
that,
which
is
an
unusual
given
the
pricing
of
housing
in
this
area.
Now
those
are
most
of
the
positives.
Last
couple
slides
are
where
we've
seen
some
opportunities
or
where
there's
some
opportunities
for
improvement.
First,
one's
Environmental
Services.
You
see
most
areas
of
state
about
the
same,
but
two
areas
saw
significant
decreases
or
four
areas,
but
there
are
two
really
two
issues.
B
The
first
is
maintenance
of
major
streets.
You
can
see
that
that
went
from
66
to
57
percent,
a
nine-point
decrease
and
perceptions
of
Street
maintenance
and
neighborhoods
has
fallen
seven
points,
and
you
can
also
see
snow
removal
both
overall
and
the
major
streets
and
in
neighborhoods
also
declined.
The
difference
is
the
snow
Murray
move
array
teens
are
still
better
now
than
they
were
in
2004.
The
maintenance
ratings
are
now
both
lower
than
they
were
in
2004,
which
is
I,
think
one
of
the
reasons
they're
of
greater
concern.
B
In
addition,
library,
services
I
know
you
had
some
cutbacks
with
ours,
and
you
can
see
some
of
the
impact
that
that
had
satisfaction,
library
hours
dropped
from
eighty
to
66%.
But
even
though
you
decreased
your
investment
in
some
of
these
specific
areas
of
library
service,
as
I
showed
you
before.
The
overall
satisfaction
rating
for
libraries,
which
was
back
here
in
this
first
page,
actually
stayed
the
same
or
about
the
same.
You
take
a
look
at
it's
the
fourth
one
from
the
top
actually
just
decreased
from
86
to
85.
B
So,
even
though
there
were
some
specific
areas
that
declined
rather
dramatically
over,
all
the
ratings
held
steady.
Despite
some
of
the
cuts
in
the
hours
as
far
as
how
you
stack
up
to
other
communities,
some
of
these
won't
be
a
surprise,
since
I've
already
mentioned
them
several
several
times,
but
the
one
that
really
stands
out
to
me
and
this
chart
as
you'll
see
in
blue,
is
Arlington
County.
B
The
US
average
is
in
red
look
at
the
overall
quality
of
county
services
provided
by
the
county
at
89%,
compared
to
57%
that
32-point
gap
is
not
just
statistically
significant.
It's
phenomenally
different
I,
don't
that
statistically
proper
term,
but
you
just
don't
see
that
big
of
a
gap,
hardly
ever
in
fact
to
have
nine
out
of
ten
residents.
Give
you
positive
ratings
is
just
really
incredible:
you're
doing
something
right:
how
you're
managing
growth,
the
value
for
taxes,
the
image
quality
of
life,
all
rates
significantly
above
other
communities.
B
When
it
comes
to
how
well
you're
delivering
major
categories
of
services
you
can
see,
the
number
of
blue
arrows
is
quite
dominant.
On
this
chart.
Almost
every
area
rated
is
significantly
better
than
other
communities.
The
one
exception
is
traffic
flow,
but
again
being
in
the
metropolitan
DC
area.
That
doesn't
surprise
me
at
all.
You
will
see,
though,
County
Street
still
rates
above
most
other
communities,
but
you've
lost
your
gap
when
he
did
the
survey.
B
Last
time
you
were
double
digits
above
the
national
average,
now
you're,
just
five
points
above
the
national
average
yeah
I
do
want
to
highlight
a
couple:
your
emergency
preparedness
as
17
points
above
the
national
average
Parks
and
Recreation
16
points
above
the
national
average.
Your
customer
service
is
17
points
above
the
national
average
and
I
certainly
should
highlight
communication,
which
you
are
clearly
doing
extremely
well,
is
22
points
above
the
national
average,
how
you're,
keeping
folks
informed
and
getting
them
involved
with
your
processes
as
clearly
you're
setting
the
standard
in
that
area.
B
When
it
comes
to
perceptions
of
safety,
you
can
see
all
areas
rate
significantly
above
other
communities,
particularly
with
regard
to
people's
perceptions
of
safety
in
their
neighborhoods.
At
night
environmental
services.
You
can
see
most
areas
rate
significantly
above,
but
now
your
county
streets,
a
neighborhood
streets
which
have
both
dropped
significantly
since
2008
actually
rates
slightly
below
the
national
average.
When
it
comes
to
public
safety,
you'll
see
that
the
overall
perceptions
of
crime
prevention
which
shot
up
13
points
from
the
last
survey,
were
slightly
above
the
national
average.
B
What
this
shows
you
is
the
best
and
worst
rated
community
in
our
database,
and
if
you
take
a
look,
how
quickly
public
safety
personnel
respond,
there's
a
little
orange
dot,
which
is
your
rating
and
it's
at
eighty
nine
and
that's
a
new
high.
So
your
ability
to
respond,
even
though
you
have
traffic
flow
issues,
is
really
to
be
commended.
It's
very
rare
to
see
response
times
this
high,
particularly
to
be
able
to
set
a
new
standard.
B
When
you
have
trout,
challenges
with
traffic
flow,
and
you
can
see
crime
prevention
has
gone
from
being
just
a
little
above
average
to
near
the
very
best
in
our
database.
Parks
and
Recreation
all
areas
were
significantly
above,
the
national
average
or
pools
went
from
being
a
little
above
average.
To
now
setting
the
standard,
your
walking
and
biking
trails
also
clearly
set
the
standard.
Your
customer
service
there's
clearly
a
culture
here,
that's
responsive
to
resident
needs,
and
you
can
see
that
by
the
high
ratings
compared
to
the
national
average,
so
all
in
all
you're.
B
Clearly
in
almost
every
category
we
assess
not
just
above
the
national
average,
but
you're
setting
the
standard
and
many
and,
as
I
said,
you
should
be
really
pleased
with
the
fact
that
your
response
times
are
perceived
to
be
so
favorable
when
people
have
concerns
about
traffic
flow.
That's
just
really
incredible
means
you're
doing
something
right,
not
only
delivering
the
service,
but
educating
people
about
your
ability
to
respond
last
thing
I
want
to
share
with
you
is
well
what
do
you
do?
Next?
B
How
do
you
remain
the
top
performer
or
one
of
the
best
communities
in
the
country?
The
way
you
do
it
is
you
take
a
look
at
not
only
how
well
you're
currently
doing
it,
but
what
do
residents
think
are
the
priorities
as
you
move
forward,
what
we
ask
residents
was
to
rate
the
importance
of
each
of
the
services
that
were
assessed,
and
we
actually
did
this
for
nine
different
categories.
I'm
going
to
only
share
you
the
overall
ratings
today,
but
you'll,
see
maintenance
of
county
streets.
Is
the
number
one
priority
to
residents
for
future
investment.
B
They
think
it's
the
number
one
area
to
improve.
It's
actually
increased.
Last
time
we
did.
The
survey
traffic
flow
was
the
number
one
issue.
You
can
then
see
as
you
go
down
the
list,
the
relative
ranking
of
the
other
items-
and
this
doesn't
mean
that
fire
which
you
see
it
near
the
bottom-
is
not
important
to
residents.
But
right
now,
given
the
current
level
of
service
and
the
fact
that
really
no
one
is
dissatisfied,
your
ability
to
enhance
resident
satisfaction
by
investing
in
fire
is
very
minimal.
B
In
other
words,
this
is
really
to
help
you
figure
out.
If
you
want
to
enhance
or
sustain
overall
levels
of
satisfaction
at
high
levels,
where
should
you
go
and
the
way
we
get
there?
Is
we
take
a
look
at
both
the
importance
and
the
satisfaction
rating?
What
you
see
here
is
we
use
a
formula
and
we've
set
up
these
thresholds
based
on
our
experience
over
the
past
several
years,
but
we
take
is
the
importance
times,
1
minus
the
satisfaction,
and
then
we
give
you
the
is
rating.
The
reason
we
do
that
is.
B
On
the
other
hand,
if
a
hundred
percent
of
your
residents
are
currently
satisfied,
you
could
also
invest
heavily
and
it
wouldn't
increase
their
overall
level
of
satisfaction
if
you're
trying
to
increase
your
level
of
satisfaction,
the
best
thing
to
do
is
the
target
areas
that
are
really
important,
where
your
overall
performance
is
not
as
good,
and
you
can
see
the
two
issues
that
rise
to
the
top,
the
highest
being
county
streets.
The
second
being
traffic
flow,
Human
Services,
is
a
distant
third.
B
If
there's
an
item
that's
listed
in
the
medium
priority,
that
is
very
important
for
you
to
invest
in
one
of
the
strategies
we
encourage
is
education,
because
residents
may
not
know
that
you
need
a
new
fire
station
or
they
may
not
know
that
you
need
six
more
police
officers,
those
toilets
of
things,
and
if
you
invest
in
those
and
residents,
don't
think
they're
important.
Sometimes
you
can
get
a
disconnect
and
they
don't
think
you're
investing
in
the
right
areas.
B
This
is
for
folks
who
are
left
brained
if
you
actually
are
more
right,
brained
and
like
visual.
This
is
for
you,
that's
the
same
information
we've
simply
plotted
from
left
to
right,
the
importance
from
bottom
to
top
as
the
satisfaction
and
what
you
find
in
the
bottom
right,
quadrant
our
areas
that
are
more
important
than
average,
where
the
overall
ratings
are
lower
and
you
can
see
those
same
three
items:
maintenance
of
County
streets,
traffic
flow
and
Human
Services
are
the
top
three
issues
for
potential
improvement.
B
In
addition,
I
put
together
this
matrix,
which
is
a
little
complicated,
but
I
thought
you
might
be
interested
just
how
things
have
changed
since
2008.
So
what
you'll
see
in
the
left
are
the
major
categories
for
which
we
did
this
analysis.
You
see
Parks
and
Recreation,
Public,
Safety
and
so
forth,
and
the
items
in
the
top
area
that
are
highlighted
in
green
under
substantial
progress
are
areas
that
you've
really
made
tremendous
improvement
in
the
area
that
residents
thought
were
most
important.
You
see
when
we
did
the
last
survey.
B
Indoor
pools
were
the
top
Parks
and
Recreation
issue
overall
satisfaction,
increased
18%
so,
as
a
result
into
our
pools
have
gone
from
the
first
to
the
eighth
highest
priority,
and
today,
preserving
natural
areas
is
the
number
one
issue
in
Parks
and
Recreation
on
crime
prevention.
It's
increased
13
percentage
points
and
has
actually
been
downgraded
from
a
high
to
a
medium
priority
and
traffic
laws,
which
are
still
a
medium
priority,
actually
the
highest
issue
in
Public,
Safety
and
then
on
human
services.
B
Providing
services
for
persons
were
low
and
fixed
income
has
actually
increased
8%,
but
it's
been
downgraded
from
a
high
to
medium
priority
because
of
the
improvement
in
satisfaction
and
today
preserving
affordable
housing
is
the
top
issue
within
human
services.
Other
items
which
have
pretty
much
stayed
the
same
by
category
four
code
enforcement
enforcement
of
noise
regulations
is
still
the
top
priority.
Even
though
we've
seen
improvement
in
the
overall
satisfaction
rating
of
five
percent
drinking
water
is
still
the
top
issue
among
utilities.
B
Even
though
we
saw
a
slight
improvement
in
the
satisfaction
rating
and
the
issue
related
or
traffic,
calming
measures
has
decreased
slightly,
but
it's
still
a
big
sensitivity
area
to
take
a
look
at
as
far
as
the
emerging
issues
county
streets
are
the
biggest
one.
We
saw
a
decrease
of
nine
percent,
but
the
overall
priority
residents
place
on
it
has
gone
up
rather
substantially,
which
is
the
reason
you
see
at
the
bottom
of
the
sheet.
Maintenance
of
traffic
flow
used
to
be
the
top
overall
priority.
It's
now
become
maintenance
of
city
streets
or
county
streets.
B
Some
of
the
other
findings
that
we
found
have
to
do
with
ways
to
get
information
to
residents.
One
of
the
things
that
you'll
notice
is
that
the
county
newsletter
and
the
county
website
are
two
of
the
top
three
sources:
there's
not
a
better
position
to
be
in
as
a
community
than
to
actually
be
the
creators
of
the
top
sources
of
information
that
people
use.
B
It
allows
you
to
provide
the
information
that
residents
need
and
it
allows
you
to
make
sure
the
information
about
issues
that
are
important
to
residents
that
can
go
out
in
the
proper
way.
You'll
see
that
there's
a
number
of
other
sources
that
are
used
couple,
which
I
thought
were
somewhat
interesting,
is
you'll,
see
your
media
blogs.
15%
is
significantly
higher
than
most
other
communities
among
people
have
lived
in
the
county
less
than
five
years.
Almost
one
in
four
are
using
your
online
medium
blogs.
B
So
your
ability
to
reach
people
through
the
citizen
and
county
websites
tremendous
that
there
are
a
wide
range
of
sources
that
people
are
using.
The
other
thing
I
found
very
interesting,
is
just
the
tech-savvy
nature
of
your
community.
I
sixty-two
percent,
have
sent
a
text
in
the
last
week,
89%
of
sent
an
email
which
are
high,
but
the
one
that
really
impressed
me.
The
most
was
facebook.
Forty
nine
percent
of
your
residents
said
they'd
use
Facebook
within
the
last
week,
not
just
our
on
Facebook,
but
have
actually
used
it.
B
Another
one
in
eight
have
actually
used
Twitter
in
the
last
week.
So
I
know
this
is
a
lot
of
information
to
share
with
you
today
in
a
short
period
of
time.
I
just
want
to
end
by
saying
great
job
you're
really
to
be
commended.
You
didn't
get
here
by
accident
and
the
fact
that
I've
now
worked
with
you
for
eight
years
and
you
continue
to
get
better.
Is
what
amazes
me
when
I
first
presented
in
2004,
we
thought
we,
you
were
at
the
top
of
the
hill
and
how
are
you
gonna
get
higher?
B
C
D
You
can
hear
a
pin
drop
as
you
were,
making
that
presentation.
You
know
it's
good
to
see
you
again.
It
can't
believe
it's
already
four
years
ago,
you'll
hear
last
time
I,
my
goodness,
but
thank
you
for
that
information.
Is
this
available
online
or
they
be
hard
copies
and
yeah?
Okay,
we
look
forward
to
you're
right.
It
is
fast
presentations
hard
to
dive
into
some
a
lot
of
it
ones.
They're,
subject
to
a
lot
of
you
know,
analysis
and
stuff,
but
overall
you're
indicating
so
we're
out
of
the
what
was
the
1,600
communities.
B
D
B
To
put
that
in
perspective,
some
of
the
communities
include
like
Coral
Springs.
It's
the
only
city
in
the
country
to
get
the
Malcolm
Baldrige
award,
so
I
mean
there's
some
very
high
performers
in
that
database.
In
fact,
one
of
the
reasons
we
started
doing
national
surveying
is
communities
that
did
surveys
tended
to
be
higher
performers.
So
when
we
first
started
doing
the
survey,
we
compared
everybody
who
did
the
survey
against
everybody
else,
but
we
found
out
that
that
was
a
little
biased
because
all
the
people
doing
the
survey
we're
scoring
better
than
the
average
community.
B
D
B
E
Thank
you
actually
now
that
you've
been
here,
I.
Remember
you
from
four
years
ago,
it
all
came
back
to
me.
I
think
where
I
would
focus
really
is
getting
something
from
the
manager
after
this
letting
the
staff
digest
it
and,
of
course,
we'll
look
at
it,
because
some
of
us
will
be
interested
in
digging
a
little
in
ourselves,
but
the
areas
you
know
where
we
could
see
improvement.
E
In
fact,
in
this
community,
as
are
many
others,
the
council
governments
just
adopted
a
broad
Complete
Streets
program
or
TPB.
Did
you
know
for
the
region
as
a
as
a
model
as
a
goal,
so
I
expect
the
transition
to
a
Complete
Streets
program.
Thinking
a
about
things,
thinking
about
parking,
a
little
differently
does
create
a
little
uncertainty,
a
little
questioning
and
and
I
think
that's
normal,
but
I
think
we
do
need
a
better
try
to
ourselves
understand
what
is
meant
by
that.
How
we
can
help
people
understand.
E
E
I
mean
we
happen
to
be
a
community
fortunate
to
have
construction,
so
some
of
it
is
around
construction
sites,
and
some
of
it
is
that
for
years
you
know
during
the
difficult
times
you
were
doing
less
on
road
maintenance,
so
in
the
last
year,
or
two
we've
begun
to
put
some
more
money
in
so
I
think
thinking
through
exactly
what
we
can
do
in
those
two
poor
to
two
areas,
but
even
understanding
better.
What
traffic
flow
means
and
maybe
I'll
leave
it
with
you.
E
B
Know
look
at
the
kind
of
the
intent
for
the
survey
it's
much
like
going
to
your
doctor
and
getting
a
physical.
You
know,
there's
lots
of
things
that
can
be
checked.
You
might
take
blood
work
and
they
test
all
sorts
of
things,
and
you
can
potentially
individually
assess
every
single
area
that
the
county
provides.
Services
in
this
is
to
help
you
figure
out
well
traffic
flow.
We
probably
have
to
look
at
that
a
little
more
closely.
B
We
probably
do
need
to
understand
streets
a
little
bit
better,
but
for
the
other
seven
areas
or
eight
areas
that
were
assessed
in
that
category,
you
can
probably
live
four
years
without
doing
a
lot
in
those
areas,
and
so
I
would
encourage
you
to
explore
some
of
those
areas
that
have
been
identified
as
high
priorities.
A
little
bit
more
in
depth.
Traffic
flows
not
typically
a
surprise
most
communities.
This
has
to
do
with
car
travel
but
because
you're,
a
unique
community
and
you're.
B
Looking
at
some
other
areas,
there
may
be
other
issues
involved
and
it'd
be
good
for
you
to
understand
that,
and
the
survey
suggests
that
it's
important
to
understand
that,
and
so
that's
how
I
would
kind
of
use
the
survey
as
much
more
as
an
indicator
of
general
health.
But
to
really
understand
what
to
do.
You
should
do
additional
research
and
investigation
Thanks.
F
This
is
Carvey
well
I
want
to
thank
you,
I'm
one
of
the
new
people
here.
So
I
can't
take
credit
for
any
of
this,
except
for
maybe
a
little
bit
on
the
school
side,
which
is
rated
quite
well,
but
I
have
one
smaller
question
and
then
a
larger
one
on
traffic
calming
you
had
that
what
that
was
a
dissatisfaction
I've
actually
recently
been
campaigning.
F
So
this
all
actually
makes
sense
to
me
what
you're
telling
is
what
I
heard
when
I
was
out
there,
but
I'm
not
sure
on
the
the
speed
humps
in
the
traffic
coming
were
those
people
that
were
dissatisfied
was
it
because
they
wanted
more
or
because
they
wanted
less
cuz.
When
I
was
out
there,
I
was
here
in
both
yeah.
B
I
think
there's
a
couple
things
I
do
I,
can't
really
tell
you
from
looking
at
that.
That's
actually
unique
question
for
Arlington
County
I.
Think
it's
an
important
issue
that
you're
looking
at
I
think
the
first
step
to
do
is
we
take
a
look
at
how
different
groups
responded
in
other
words,
is
an
issue
because
of
age
is
an
issue
based
on
where
the
folks
live.
That
may
give
you
some
indicators
but
I.
Think
one
of
the
things
is
you
want
to
take
a
look
at
that
a
little
more
closely.
B
F
Well,
that's
good
to
know:
I
suspect
we're
gonna
find
both,
which
is
gonna,
make
it
hard
to
do,
and
then
I'm
just
gue
dose
to
the
manager
and
our
staff.
I
mean
this
is
incredible.
It's
just.
It's
really
amazing,
and
I
am
I
know.
You're
gonna
be
digesting
reporting
and
I
I
don't
know
how
you're
gonna
be
processing
it,
but
I
feel
like
we
ought
to
send
a
big
Valentine
to
our
staff.
I
mean
it's
incredible.
F
What
this
guy
and
people
work
really
hard
and
the
nice
thing
about
these
surveys
is
it
validates
the
work
they're
doing,
because
sometimes
people
work
really
hard
and
you
don't
realize
what
a
good
job
you're
doing
and
I
think
it's
really
important
to
have
that
feedback.
So
thank
you
for
the
survey
and
and
thanks
for
all
the
good
work
and
obviously
there's
we
all
were
in
Arlington.
We're
gonna
always
want
to
keep
getting
better,
which
gets
tougher
every
time,
but
this
is
just
really
very
incredible.
Thank
you.
I.
C
Was
really
struck
by
the
fact
that
that
when
you
look
demographically,
you
achieved
a
mix
that
was
awfully
close
to
the
census
which,
given
our
complexity,
is
actually
kind
of
tricky
to
get
there?
Is
there
anything
that
sort
of
sticks
out
in
your
mind
where
there
were
groups
who
were
really
quite
different
from
what
the
the
overall
norm
was?
It.
B
B
However,
once
they've
been
here
10
to
20
years,
their
expectations
become
just
like
everyone
else's,
so
yeah.
There
are
specific
issues,
it
really
depends,
but
there's
not
one
group.
That's
much
more
or
much
less
satisfied
tonight,
I'm
going
to
be
doing
some
additional
analysis.
There's
a
place
group
I'm
going
to
be
meeting
with
in
the
morning,
so
I'm
going
to
try
to
do
some
interpretation
to
better
understand
some
of
the
driving
factors
behind
perceptions
of
community
engagement
and
transparency
and
decision-making
and
I'm
going
to
share
that
with
the
group
in
the
morning.
C
A
At
things,
I
mean
this
is
an
incredible
achievement,
but
really
is
a
partnership
with
the
board's
priorities
and
putting
the
funding
where
it
can
go
with
the
staff,
the
carries
it
out
everyday.
That
is
just
amazing
and
how
grateful
we
are
as
a
community
that
we're
able
to
be
in
this
position.
I
mean
really
when
you
think
about
where
we
are
that's
a
great
place
to
be
so.
Thank
you
and
we'll
continue
to
do
some
more
work
on
this
thanks
very
much.