2022-076 Upcoming Community Surveys, Engagement, Benchmarking, and Data Collection December 22, 2022 Report No. 2022-076
INFORMAL STAFF REPORT
TO MAYOR AND CITY COUNCIL
SUBJECT:
Upcoming Community Surveys, Engagement, Benchmarking, and Data Collection
BACKGROUND:
The City has utilized Benchmark National Community Surveys (NCS) via Polco to gather
statistically valid data from City residents on ten central facets of community and quality of life in
2015,2017,2018,and 2022.The NCS is traditionally distributed every other year via mail to 2,800
randomly selected households in Denton,then later shared and compiled separately for online open
participation. Due to pandemic response,the 2020 NCS was not procured or distributed. The NCS
is unique in its comparison of the City's Data with other like cities, allowing benchmarking
amongst comparative cities. While the NCS provides random sampling to ensure statistically valid
benchmark results, the survey is traditionally broad in scope and large in scale, as well as lengthy
and time-consuming for residents.
Various City departments utilize point-of-time or point-of-service surveys to gather feedback and
service-related quality data. While these are beneficial in assessing customer service, response
time, and other narrowly scoped metrics, the data may not be as impactful for city-wide decision-
making.After action feedback and reports are another utilization of small-scale,narrow-scope data
gathering allowing staff to gather critical feedback following an event or project. These provide
relevant data allowing staff to revise or perfect response for future events or projects.
Discuss Denton is also utilized by the City for data collection, allowing many residents to locate,
discuss, and provide feedback on specific projects, programs, and improvements throughout the
City. Discuss Denton is heavily utilized by external-facing departments, allowing broad
information distribution paired with data gathering via surveys, forums, and comment areas.
DISCUSSION:
Staff procured the services of Flashvote to gather large samples of representative residents to
answer professionally designed survey questions quickly, frequently, and automatically.
Flashvote's service also provides timely and scientific data reporting back to the City,traditionally
48 hours after collection has completed, allowing staff to rapidly receive feedback from that
representative sampling to assist in decision-making quickly and effectively.
Unique to Flashvote and differentiating from public input provided on social media, is the ability
of Flashvote's methodology to gather public input sentiment from a broad and more representative
cohort,not just those involved on the City's social media channels,email listservs,and/or websites.
Flashvote provides contact via email,text, and phone at each survey's launch, as well as following
completion, allowing residents, staff, and Council to utilize the results' interactive charts and
filters.
Staff will begin promotion of Flashvote via the next Resident Update mailer, as well as social
media, Nextdoor, and via news flash on the City's website. Flashvote's services also include
December 22, 2022 Report No. 2022-076
promotion via text message to individuals residing within the City of Denton. Staff encourage
Council and residents to share Flashvote's online sign-uplink with fellow City residents to ensure
a valid and continuously expanding sample size. Staff will work closely with Flashvote to gather
community feedback on the initial topics of parking, parks, budget, the Downtown Master Plan,
and branding.
Staff are also preparing the launch of a broad, large-scale community survey via Polco to gather
baseline data specifically surrounding the provision of utilities and customer service. This survey
will follow the previous NCS survey structure, with a sampling strategy formalized by the end of
January and random sample survey data collection between March 1 and April 12. This specific
data will assist in providing thorough and conclusive data on residents' opinions of the City's
provision of water, wastewater, solid
waste, recycling, electric, and their related customer service. U a t a Collection
The upcoming utility and customer Methodology
service survey via Polco will also be
promoted via social media,Nextdoor,as NARROW SCOPE
well as via the Resident Connect inserts Point-of-time or
included within utility bills in paper and -service survey
Fl
followin • ashvote
o
digitally via email. This promotion will g o Rapid data
include links to the open participation customer collection and
service compilation via
survey, allowing residents to provide interactions text, email, and
feedback should they not have been • After action web
included in the random sampling feedback Discuss Denton
o following o Project-specific
selection. J emergency or
Q large, planned data gathering
Following the collection of the utility � events Cn
and customer service data collection
and reporting, staff will then initiate . Focus groups .. m
survey planning to gather business . Town halls
feedback aligning with the previously Community
approved budget supplemental request. meetings _• .. .
• In-person or virtual
While planning remains in its early meetings and .
stages at this time, cross-departmental updates
staff will work later this spring and over
the summer to ensure baseline data is
gathered from businesses of various size BROAD SCOPE
and location throughout the City.
CONCLUSION:
Staff utilize various survey methodologies to collect community feedback to guide decision
making and resource allocation.Over the next few months,both Flashvote and a benchmark survey
on utilities and customer service will provide valid and reliable data for staff to act upon.
December 22, 2022 Report No. 2022-076
As each method provides substantially different levels of engagement and community interests,
staff encourage Council and residents to actively participate and disseminate opportunities to
participate when available.
STAFF CONTACT:
Jennifer Rainey
Assistant to the City Manager
Jennifer.Rainey@cityofdenton.com
(940) 349-8569
REOUESTOR: Staff Initiated
STAFF TIME TO COMPLETE REPORT: Two Hours
PARTICIPATING DEPARTMENTS: City Manager's Office