►
Description
Chris Tatham of ETC Institute presents the annual citizen survey results for 2012.
A
Vice
mayor
members
of
council
I'm
a
Christian
with
ET
cie
Institute,
it's
a
pleasure
to
be
back.
I
was
here
about
a
year
ago
to
give
you
an
update
on
what
your
residents
think
about
the
quality
of
City
service
delivery.
If
you're
not
familiar
with
our
firm,
our
firm
specializes
in
doing
community
surveys
for
city
and
county
governments
across
the
country,
during
the
gist
the
past
six
or
seven
years,
we've
surveyed
over
a
million
and
a
half
people
in
more
than
600
cities.
A
So
as
I
go
through
the
presentation
today,
I'm
going
to
talk
about
some
things
in
context
of
what
we
see
going
on
elsewhere
in
the
country,
the
good
news
is
the
results
for
Oklahoma.
City
are
very
positive.
Just
in
light
of
what
the
vice
mayor
said,
you
have
a
lot
of
good
things
going
on
in
Oklahoma
City.
What
I'm
going
to
do
today
is
kind
of
walk
you
through
the
purpose
and
methodology
of
the
survey.
A
I
know
you're
already
familiar
with
that,
but
just
to
recap
that
so
you
can
kind
of
use
this
as
a
tool
to
balance
the
information
that
you
get
from
any
other
sources.
Most
communities
like
Oklahoma
City
use
this
as
a
basis
of
getting
objective
input
from
the
general
public.
You
know
too
often,
public
processes
are
dominated
by
special
interest
groups
and
sometimes
it's
difficult
to
really
understand.
At
the
end
of
the
day.
What
are
the
needs
of
the
average
citizen
out
there
and
how
well
are
you
meeting
those
needs?
A
So
I
commend
the
city
to
commit
for
its
commitment
for
doing
this,
to
really
make
sure
that
the
average
citizen
on
the
streets
interests
are
represented
in
your
decision
making
processes.
I'm
going
to
give
you
our
major
findings
up
front
that
I'm
going
to
walk
through
how
we
got
there,
and
certainly,
if
you
have
any
questions,
I'll
be
happy
to
answer
them
at
the
end.
A
So
you
can
see
how
some
of
the
decisions
you've
made
it
have
impact
the
expectations
that
the
public
has
for
city
services.
As
far
as
the
methodology
is
concerned,
this
year's
survey
was
done
exactly
the
way
previous
surveys
have
been
conducted.
We
administer
the
survey
to
a
random
sample
of
1,200
households
of
the
city.
The
results
aren't
perfect.
They
have
an
accuracy
of
about
plus
or
minus
2.8
percent
at
the
95
level
of
confidence.
A
That
just
means,
if
we
did
the
survey
a
hundred
times
95
times
out
of
a
hundred,
we
get
these
same
results
within
about
plus
or
minus
three
percent.
It's
very
good,
but
again,
not
perfect
information.
As
the
surveys
administered
by
mail
and
phone
and
both
English
and
Spanish,
and
when
you
look
at
the
demographic
composition
of
the
people
who
respond
to
the
survey,
it
closely
mirrors
the
demographic
composition
of
the
city's
actual
population,
it
also
generally
reflects
the
density
of
the
city's
population.
A
Bottom
line
is
residents
generally
have
a
very
positive
perception
of
the
city
and,
even
more
importantly,
residents,
definitely
think
the
city's
moving
in
the
right
direction,
unlike
most
communities
around
the
country
which
are
actually
sealing
their
numbers
decrease
with
regard
to
people's
perceptions
of
where
their
cities
are
going.
Oklahoma
City
is
definitely
moving
in
the
right
direction.
You're
doing
a
great
job
of
equitably
distributing
services
throughout
the
city
and
you're
setting
the
standard
in
a
number
of
areas.
A
I'll
show
you
where
you
really
stack
up
favorably
compared
to
other
communities,
and
the
overall
indicators
have
improved
many
of
the
specific
indicators
of
state
about
the
same.
That's
actually
a
favorable
finding
in
this
climate,
where
nationally
we've
seen
most
of
the
ratings
for
city
services
drop.
It
finally,
is
the
big
surprise:
I
guess
it's
not
a
surprise,
but
the
top
priority
maintenance
continues
to
be
that
but
you'll
see
as
we
go
through
the
results.
A
Your
satisfaction
level
of
maintenance
have
actually
been
sustained
and
that
actually
surprised
me
I
drove
around
town
yesterday
and
today
and
you've
got
a
lot
of
projects
undergoing
which
I
think
shows
that
Reza
you're
responding
to
these
concerns
that
residents
have
had,
but
usually
when
cities
respond
at
a
level
that
the
city's
responded.
Satisfaction
typically
goes
down
rather
significant
learning
during
the
construction
phase
and
the
fact
that
your
results
of
state
about
the
same
I
think
it's
a
very
favorable
finding,
so
that
let
me
kind
of
walk
through
how
we
got
to
those
findings.
A
The
first
one
is
just
a
general
perception
that
residents
have
in
the
city
is
very
positive.
We
have
a
number
of
key
what
I
call
strategic
indicators
on
the
survey
that
are
used,
help
assess
the
health
of
communities,
everything
from
the
image,
the
quality
of
life,
how
all
the
city's
planning
for
growth,
perceptions
of
your
downtown
and
so
forth
and
you'll
see
that
for
all
of
the
areas
that
were
assessed
on
the
survey,
none
of
the
areas
have
more
than
twenty
percent
dissatisfaction.
You'll
see
feeling
of
safety
actually
has
the
most
dissatisfaction
about
nineteen
percent.
A
So
that's
an
area
to
continue
watching
is
my
understanding,
you're,
probably
going
to
be
adding
more
police
and
other
things,
but
I
think
that's
one
of
the
areas
in
the
survey
that
you
at
least
want
to
pay
attention
to.
So
it
doesn't
become
an
issue
in
the
future,
but
overall
only
seven
percent
of
the
residents
surveyed
were
dissatisfied
with
the
overall
quality
of
city
services.
That's
the
third
item
from
the
bottom.
A
So
anyone
who
complains
about
services
you
know,
there's
a
group
out
there
that
doesn't
like
how
well
you
provide
services,
but
for
every
one
person
that
complains
you'll
see
that
the
positive
percentage
is
the
14
and
52
there's
sixty
six
percent
of
the
population.
Two
out
of
three
give
you
favorable
ratings,
almost
attend
to
one
ratio
of
positives,
the
negative,
so
the
city
is
doing
very
good
in
that
regard.
A
In
addition,
when
it
comes
to
the
direction
that
the
city
is
moving,
one
of
the
key
indicators
we
ask
on
the
survey
is
whether
or
not
people
think
that
this
is
a
city,
that's
moving
in
the
right
direction
and
how
they
kind
of
rate
your
performance
in
that
regard,
weather's,
excellent,
good
or
poor,
or
fairly
or
very
poor.
You'll
notice
that
it's
highlighted
on
here
that
forty-three
percent
of
the
residents
survey
gave
excellent
ratings
for
the
action
the
city
has
headed
another
forty
percent
gave
goods
a
total
of
eighty-three
percent.
A
That's
high,
but
it
really
stands
out
to
me
is
the
high
percentage
of
people
are
giving
a
5
rating
in
most
communities
immers,
maybe
fifteen
to
twenty-five
percent
of
residents,
give
a
rating
of
five
as
far
as
the
direction
the
community
people
feel
really
passionately
here
about
the
direction
the
city's
headed
only
seven
percent
don't
think
the
city's
headed
in
the
right
direction.
So
you
have
over
an
11
to
1
ratio
of
positives
to
negative,
so
you're,
clearly
doing
some
things
right
to
make
residents
feel
so
strongly
about
the
direction
you
are
moving.
A
The
typical
large
community
in
the
United
States
only
about
one
in
three
residents
think
that
that
government,
that
city
is
planning
for
growth.
Well,
it's
almost
three
out
of
four
here
so
again,
the
way
you're
planning
for
the
future,
the
things
that
are
happening
in
this
community
people
are
very
positive
about
that.
So
you
may
get
negative
feedback
about
how
you're
planning,
but
the
vast
majority
of
residents
think
you're
doing
it
right.
A
In
addition,
you
see
the
overall
quality
of
city
services
in
most
communities,
fewer
than
half
the
residents
and
large
cities
think
their
local
government
does
that.
Well.
At
forty
six
percent
you'll
see
here
in
Oklahoma,
City,
two
out
of
three
residents
or
sixty
six
percent,
so
to
be
20
/
sent
above
the
national
average
is
a
significant
accomplishment.
It's
not
just
as
you're
not
just
doing
a
little
bit
better
than
most
communities
you're
doing
much
better
than
most
communities,
and
you
have
a
lot
to
be
proud
of.
When
we
look
at
these
key
indicators
because.
B
A
You
know
overall,
quality
of
life
is
a
function
of
a
lot
of
things,
not
just
city
services.
It
comes
into
everything
with
you
know:
people's
pay
levels,
the
entertainment
available
and
things
like
school
districts
there's
so
many
other
factors
that
go
into
that.
Ironically,
there
are
some
communities
that
get
great
quality
of
life
ratings
and
then
their
local
government,
it's
very
poor
ratings
and
so
I
think
your
contribution
to
quality
of
life.
A
C
Ask
you
a
question
on
that
same
grant
on
that
same
chart.
That
was
sorry.
You're
asked
on
the
how
well
the
city
is
planning
for
growth
part.
You
probe
that
question
about
why
people
think
we're
doing
well
what
part
of
planning,
because
I
run
into
as
I'm
running
the
problems
where
it
doesn't
appear
to
me
that
we
are
doing
a
good
job,
sometimes
about
planning
and
I
want
to
know.
Why
I'd
like
to
know
why
seven
out
of
ten
people
think
we're
doing
a
great
job,
and
this.
A
Survey,
unfortunately,
we
don't,
you
know,
part
of
this
survey,
it's
kind
of
like
getting
a
physical
health
checkup
from
your
doctor.
You
have
a
lot
of
general
tests
and
if
they
find
a
problem,
then
you
need
to
look
at
that.
A
little
more
detail,
same
sort
of
thing,
if
you're
really
super
healthy
at
an
area.
You
might
not
know
from
that.
So
there
may
be
some
additional
follow-up
that
may
be
done.
You
can
do
additional
surveying
or
focus
group,
but
unfortunately,
from
this
survey
we
just
know
you're
doing
a
really
good
job.
C
A
Possible
in
the
future
survey
that
we
do,
we
could
perhaps
include
some
questions
about
elements
of
planning
and
see
which
one
of
those
in
compare
those
two
other
entities.
That's
certainly
one
option.
You
know
today,
I
probably
couldn't
give
you
a
real
definite
answer,
but
that's
certainly
one
way
to
possibly
look
at
it
or
approach
the
issue.
Thanks.
C
A
Other
thing
we
look
at
in
this
survey
is
generally
how
well
you're
delivering
services
across
the
city,
especially
in
a
city
this
large
one
of
the
challenges,
as
are
you
equitably,
providing
services
I'm
not
going
to
go
through
all
the
maps?
There's
an
extensive
series
of
managing
your
report,
but
one
of
the
things
that
we're
looking
at
particularly,
is
just
the
overall
indicator
of
overall
how
satisfied
our
residents
with
city
services
and
what
I'm
always
looking
for.
You
have
any
areas
in
the
city
that
get
rated
red
or
orange.
A
In
other
words,
that
are
just
dissatisfied
with
the
quality
of
service,
and
you
don't
have
any.
In
fact,
the
entire
city's,
almost
a
blue
you've
got
a
couple
places
that
are
kind
of
giving
more
of
a
neutral
rating,
but
for
the
most
part,
regardless
of
where
you
live
in
the
city,
people
feel
pretty
good
and
about
the
same
about
the
overall
quality
of
city
service
delivery.
A
While
there
are
some
differences
for
specific
services,
this
is
a
real
good
indicator
that
overall
you're
doing
a
very
good
job
of
meeting
the
needs
of
people,
regardless
of
where
they
live.
In
a
big
city-
geographic-
like
this-
that's
very
difficult
to
do.
The
next
thing
we
looked
at
are
just
some
of
the
specific
services,
so
the
overall
indicators
show
improvement,
but
what
we
found
on
some
of
the
specific
services
that
were
rated
this
year,
that
frankly
things
have
stayed
about
the
same
I.
A
Think
that
shows
that
people
believe
you're
on
the
right
course,
but
some
of
the
investments
haven't
been
finished
yet,
and
so
you
haven't
necessarily
seen
expectations
met
or
change.
At
this
point
time,
there's
a
number
of
questions
we
asked
on
the
survey
I'm
just
going
to
go
over
some
of
the
highlights.
These
are
the
major
categories
of
city
services
that
were
assessed.
You
can
see
Fire
ambulance,
police
I,
won't
read
the
complete
list
to
you,
but,
as
you
come
down
to
the
bottom,
you
see.
A
Maintenance
of
city
streets
is
the
one
area
where
we
have
the
highest
level
of
dissatisfaction
and
anytime.
You
have
twice
as
many
people
dissatisfied
as
you
do
satisfied.
Clearly,
that's
a
concern
that
number
hasn't
changed
dramatically
but
I
know
that's.
One
of
the
reasons
that
you've
been
investing
heavily
usually
takes
a
few
years
from
my
experience
to
change
those
numbers
around,
but
once
your
projects
start
getting
completed,
that's
when
you
probably
see
the
fact
that
these
you'll
see
expectations
begin
to
be
met.
So
the
fact
that
people
right
now
feel
good
about
the
direction.
A
The
city
suggests
that
your
investments
are
in
the
right
areas,
but
at
this
point
in
time
they
haven't
seen
their
streets
completed
and
it's
a
lot
of
construction
going
on
when
we
looked
at
how
things
have
changed
compared
to
or
actually
how
you
stack
up
nationally,
you'll
notice,
customer
service
and
I
think
this
is
one
of
the
things
to
kind
of
commend
your
employee
base.
Most
communities
only
about
four
out
of
ten
residents
feel
good
about
the
customer
service
they
get
from
a
local
government.
That's
large,
like
the
city
of
Oklahoma
City.
A
Here
you
have
sixty
percent,
it's
70,
seventeen
percent
difference.
So
clearly
the
culture
here
of
your
employees
and
the
way
they
respond
to
citizen
needs
is
setting
the
standard.
You
also
see
the
way
you
communicate
your
13
points
above
the
national
average
and
the
way
you
communicate
with
residents
so
hats
off
in
those
areas.
You'll
see,
why
do
you
tility
services
trails
a
little
bit
behind
so
does
parks
and
recreation,
but
what's
interesting
about
your
parks
and
recreation?
Is
there's
not
a
lot
of
dissatisfaction?
A
A
You
can't
do
that
to
somebody
who's
had
a
bad
experience,
so
I
think
there's
opportunities
just
with
information
and
awareness
for
you
to
improve
your
parks
and
recreation
ratings,
and
you
can
see
the
last
one
maintenance
of
streets.
You
trail
there
12
percentage
points
in
the
real
key
area.
There,
though,
is
major
streets
which
probably
also
is
affected
by
your
highway
system
and
the
interstates
when
you
look
at
neighborhood
street
ratings
you're,
actually
on
par
with
most
other
large
communities.
A
When
it
comes
to
the
trends
from
last
year,
you'll
notice
that
there
were
almost
no
changes
in
any
of
the
areas
that
are
assessed.
In
fact,
you
can
see
statistically
each
of
the
areas
in
2012
measured
exactly
the
same
way
it
did
a
year
ago.
Those
slight
deviations
are
really
just
a
matter
of
a
few
tenths
of
a
point,
so
you
pretty
much
held
your
own
over
the
last
year,
most
communities
of
seeing
decreases
during
the
last
year.
A
So,
given
the
fact
that
its
turbulent
time
for
the
nation
you've
held
on
very
well
when
we
looked
at
all
of
the
areas
that
were
assessed
on
the
survey,
this
was
probably
the
biggest
surprise
for
me-
is
because
I've
never
seen
such
stability
in
ratings.
There
are
77
areas
that
were
rated
sixty
three
of
them
essentially
stayed
the
same.
In
other
words,
the
change
it
was
positive
to
negative
was
less
than
three
percent.
We
saw
seven
areas
increased
by
more
than
three
percent
and
seven
decrease
by
more
than
three
percent.
A
These
are
the
areas
that
had
the
biggest
improvement
and
hats
off
to
the
city
for
preventing
snow
last
year.
You
can
see
that
have
had
a
big
impact
on
people's
perceptions
of
snow
removal.
That
was
up
eight
percent,
so
whatever
you
did
to
make
sure
it
didn't
snow,
keep
on
doing
that.
The
fact
that
the
direction
the
city's
headed
is
up
seven
points,
that's
really
a
leading
indicator.
That's
usually
what
happens.
The
people
feel
good
about
where
you're
going
and
their
expectations
are
likely
to
follow
that
in
future,
you
see
image
appearance.
A
How
well
you're
planning
for
growth
also
improves
significantly,
and
even
the
city's
website
saw
four
percent
boost
and
perceptions
of
its
usability,
and
it's
a
satisfaction
with
that.
When
it
comes
areas
that
decreased,
you
can
see
that
info
Singh,
forcing
the
mowing
and
trimming
of
grass
on
private
property
was
down
four
percent
condition
of
city
street
pavement
markings
was
down
much
of
that.
It's
probably
a
function
of
the
fact
you
have
a
lot
of
construction
going
on.
A
You
can
see
rec,
centers
perceptions
of
response,
time
for
police
officers,
neighborhood
street
conditions,
availability
of
parks
and
recreation,
information
and
local
ambulance
service
kind
of
round
out
the
areas
that
we
saw
decreases.
But
for
the
most
part,
things
were
very,
very
stable
this
year,
as
far
as
where
to
invest
or
what
the
top
issues
are.
That
will
make
a
difference
to
residents
over
the
next
couple
years,
not
a
real
surprise.
A
It
continues
to
be
streets,
but,
what's
so
pronounced
here
in
Oklahoma
City
about
the
street
issue
is
that
more
people
pick
it
as
a
top
choice
than
anything
else.
Combined
top
three
choices:
you'll
see
that
sixty-nine
percent
the
next
issue-
traffic
flow
police
services
are
a
distant
second,
but
you
can
see
that
there's
growing
a
concern,
I
shouldn't,
say
concern,
but
a
growing
prioritization
among
a
key
group
of
people
about
the
importance
of
police
services
you'll
see
the
percentage
of
people
picking
it
is
at
choice.
A
It's
actually
the
second
most
frequently
number
one
choice
among
the
areas
that
were
assessed
and
given
that
there
are
some
issues,
subtle
issues
about
safety,
I
think
that's
an
area
to
at
least
pay
attention
to.
As
you
move
forward.
Streets,
though,
is
clearly
still
the
top
issue,
and
we
put
it
into
a
formula
that
we
have
to
help
you
kind
of
assess
the
return
on
investment
based
on
whether
that
or
investment
be
dollars,
or
just
information
or
resources.
You
can
see
maintenance
city
streets
is
the
issue
that
really
resounds
most
positively
with
residents.
A
Is
you
start
in
the
bottom
right
quadrant,
those
kind
of
tells
you
what
the
top
priorities
are.
So
the
things
that
are
to
the
farthest.
You
know
to
the
farthest
right
into
the
bottom,
the
further
right
they
are
the
more
important
they
are
further
to
the
left,
the
less
important
they
are
and
if
they're
below
that
kind
of
horizontal
line
indicates
that
the
ratings
tend
to
be
lower.
So
in
this
case
you
see,
maintenance
of
streets
is
over
to
the
far
right.
A
It's
also
the
farthest
to
the
bottom,
which
indicates
it's
the
top
issue,
and
then
you
can
t
work
your
way
around
counterclockwise
just
kind
of
summarizing
the
top
priorities.
I
won't
do
all
the
analysis
that
we
did
in
the
report,
but
you
can
see.
Maintenance
of
streets
was
the
top
issue
overall,
within
some
of
the
other
categories
that
we
assessed
on
maintenance,
it
was
the
maintenance
of
streets
and
neighborhood
streets.
Sometimes
it's
other
aspects
of
maintenance,
but
clearly
it's
a
street
related
issue
here
within
Parks
and
Recreation.
A
It
was
your
walking
and
biking
trails
and
also,
interestingly,
the
availability
of
information
that
will
probably
have
a
positive
impact.
Just
letting
people
know
what
you
have
available
is
probably
going
to
make
a
difference
in
the
fact
that
you
have
a
lot
of
3
ratings
reinforces
that
finding,
when
we
looked
at
the
data
and
did
more
analysis
with
it
and
then
finally,
on
code
enforcement
and
fossa
enforcing
the
mowing
and
trimming
of
grass
and
the
cleanup
of
debris
on
private
property
will
also
be
the
area
within
code
enforcement
to
emphasize
over
the
next
year
too.
A
So,
just
to
summarize,
this
is
the
same.
Chart
I
put
up
at
the
preview
at
the
beginning
of
the
presentation.
I
want
to
congratulate
the
city
for
basically
moving
forward
during
a
period
when
our
nation
really
is
having
some
challenges
and
really
causing
residents
to
feel
so
passionately
about
the
direction
the
city's
moving
it.
It's
very,
very
rare
to
have
forty-three
percent
of
your
residents.
Give
you
a
rating
of
five
out
of
five
with
the
direction
that
you're
moving
and
have
83%
all
together
feel
that
you're
moving
in
the
right
direction.
A
You
got
to
be
doing
something
right,
so
the
indicators
here
really
suggest
that
this
city's
on
the
right
course
you've
sustained
the
overall
ratings
compared
to
a
year
ago,
but
I
would
anticipate
that
you'll
see
improvement.
As
you
start
complete.
Many
of
the
projects
that
are
underway
you'll
probably
see
the
ratings
for
individual
areas
improve
in
the
next
couple
years,
so
that
it's
a
pleasure
to
be
here,
I,
don't
know
if
anyone
has
any
questions,
but
I'd
be
happy
to
answer.
If
you
do.
C
Could
you
make
sure
that
you
do
them
in
the
future
at
any
time
that
we're
in
the
end
finals
of
the
yeah
I
mean
that's,
got
to
be
a
big
help
on
the
image
size?
That's
got
an
satisfaction,
all
those
things
I
got.
That's
it
I've,
never
seen
it
higher
personally
and
I
saw
it
during
the
during
the
playoffs,
the
championship.
Everybody
was
caught
up
in
that
and
it's
bound
to
reflect
itself.
So
me
and.
A
I'd
say
that
probably
affects
your
image
and
some
of
the
other
questions.
The
fact
that
you
saw
overall
satisfaction
with
city
services
improve
and
things
like
that,
I've.
Actually,
we've
done
this
for
other
cities
that
have
done
well
and
bitten
championships
and
they've
seen
the
opposite
impact,
because
what
happens
is
suddenly.
You
have
a
lot
of
demands
for
city
services
because
of
what's
going
on,
so
they
might
feel
better
about
living
in
Austin
or
wherever
the
championship
is
taking
place.
But
then
they
expect
more
right.
Kallis.
E
A
A
number
of
factors
there
and
again
for
this
survey:
we
don't
break
it
down,
but
we
have
done
work
for
other
communities
to
better
understand
those.
It
can
be
everything
from
the
availability
of
medical
facilities
and
the
quality
of
medical
facilities.
It
can
be
issues
related
to
transportation,
for
elderly
I
can
have
to
do
with
the
housing
prices
and
the
affordability
of
the
market
for
people.
So
you
know
there
are
many
factors
that
go
into
that.
Those
are
just
a
few
but
I
know
the
medical
availability,
affordability
of
housing
and
the
availability
of
transportation.
E
You
know.
I
would
like
to
make
this
general
comment.
I
agree
that
this
is
a
very
favorable
report,
but
for
us
to
set
back
and
think
oh
we've
accomplished,
all
we
need
to
I
think
is,
is
potentially
problematic
and
I.
Think
we've
just
got
more
opportunities
to
continue
to
improve
upon
our
city
and
never
it
can
place
it
with
respect
to
these
times.
Responses.
F
Councilman
green
well,
in
regard
to
your
comment
about
the
ease
of
traffic
flow
when
you've
got
as
much
under
construction,
not
only
downtown
but
around
the
city.
As
we've
got,
people
are
going
to
complain
about
getting
around
we've
got
lanes
shut
down
where
there
might
have
been
four
lanes,
that's
down
to
two
and
so
forth,
I'm
sure
that
has
a
lot
to
do
it.