1. July 2008 CATALYSE ® Community Perceptions Survey © Prepared for the City of South Perth © CATALYSE ® Pty Ltd 2008

2. 2 Contents Executive summary3 Introduction and research method4 Key findings5 Overall satisfaction6 Customer Focus 8 Community Enrichment 18 Environmental Management 30 Infrastructure 38 Organisational Effectiveness 49 Financial Viability 52 Community Priorities Indicator TM 54 Strategic insights 59

3. 3 Executive Summary In 2008, the City of South Perth administered the CATALYSE ® Community Perceptions Survey among residents to evaluate and monitor performance across a range of services & facilities. 402 residents participated in the study. The survey was conducted by CATALYSE ® Pty Ltd and provides Council with valid performance measures that can be benchmarked and consistently monitored over time. OVERALL SATISFACTION RATINGS 200420062008TrendIndustry HighAverage Delighted (top 3 boxes)44%40%45% = 52%38%  Satisfied (6+ out of 10) 83%82%78%  88%74% = Comparison to Average CELEBRATE Weekly rubbish collections Fortnightly recycling services Residents are delighted with service levels FOCUS Safety and security Streetscapes, parks and sporting grounds Residents would like these areas to be addressed further CONGRATULATIONS! The City of South Perth set the Industry Standard for how open and transparent Council processes are

4. 4 Introduction and research method  In June 2008, CATALYSE ® conducted community perceptions research to determine: –Overall satisfaction with the City of South Perth –How satisfied citizens are with selected services and facilities –Areas of highest priority to address  402 residents completed a survey –Surveys were administered using computer assisted telephone interviews –Surveying was completed by the ECU Survey Research Centre –Quotas were set by age, gender and location to obtain a representative sample –Sampling precision is +/- 5% at the 95% confidence interval and meets the level specified by the Office of Auditor General  Historical comparisons are made against Community Perceptions Surveys completed in 2006, 2004 and 2003  CATALYSE ® Industry Standards are provided when three or more Councils have asked the same or similar question in the past 18 months  Councils included in the Industry Standards are listed below: When responses do not add to 100% within this report this is attributed to rounding errors or ‘other’, ‘don’t know’ or ‘refused’ responses Resident sample composition % of resident sample Gender Age Household Suburb Years in South Perth Minority groups (children aged 0-12 years) (children aged 13+ years) (18-34 years, no children) (35-64 years, no children) (65+ years, no children) Homeownership

5. Key Findings

6. 6 Overall satisfaction  Overall satisfaction is relatively high –78% of respondents are satisfied  Satisfaction is highest among seniors, younger singles and couples, renters and newer residents  There is greatest room to improve satisfaction among long-term residents and those living in Como, followed by Salter Point –Due to the small sample size in Salter Point we can not conclude that this finding is significantly significant Q. On a scale of 0 to 10, where 10 is totally satisfied and 0 is totally dissatisfied. Overall, how satisfied are you with the City of South Perth? Base: All respondents who gave a valid response, excludes ‘don’t know’ (Residents 2003 n = 300; 2004 n = 304; 2006 n = 399; 2008 n = 399) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied 0-4 ^ small sample size (<30 responses) = significant variance % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted % of residentsDelightedDissatisfied Younger singles / couples57%3% Families with younger children33%12% Families with older children35%11% Matures singles / couples37%13% Seniors66%3% Como41%14% Karawara / Collier Gardens53%3% Kensington42%10% Manning59%6% Salter Point^41%14% South Perth43%8% Waterford48%3% Own41%12% Rent53%5% 0-3 yrs in South Perth65%2% 4-10 yrs in South Perth41%6% 11+ yrs in South Perth40%14%

7. 7 Overall Satisfaction – the City’s performance compared to others Q. On a scale of 0 to 10, where 10 is totally satisfied and 0 is totally dissatisfied. Overall, how satisfied are you with the City of South Perth? Base: All respondents who gave a valid response, excludes ‘don’t know’ (Residents 2008 n = 399) Coding: Delighted = 8,9 and 10 City Councils - City of Belmont, City of Fremantle, City of Melville, City of Nedlands Outer Metro Councils - City of Armadale, City of Cockburn, City of Joondalup, Town of Kwinana, City of Mandurah, Serpentine Jarrahdale Shire, City of Wanneroo Country Councils - Shire of Capel, Shire of Collie % of respondents delighted This chart shows the City of South Perth’s ranking against other Councils when we look at the ‘delighted’ rating for overall satisfaction. These findings suggest the City is performing well compared to other Councils that participate in the study.

8. Customer Focus

9. 9 The efficiency and effectiveness of customer service Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = varies; 2006 n = varies; 2008 n = 339) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 84% Priority 4% % of residentsDelightedDissatisfied Male28%19% Female32%10% Younger singles / couples29%8% Families with younger children26%12% Families with older children22%20% Matures singles / couples29%15% Seniors54%11% Como26%19% Karawara / Collier Gardens^46%13% Kensington^46%4% Manning^25%4% Salter Point^20%15% South Perth37%14% Waterford^14% A person with a disability or impairment49%14% Without disability or impairment28%14% Non-English speaking background24%25% Speaks English only32%12% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted 2006 & 2004: Average of Provide customer focused telephone services and Provide customer focused services when visiting Council offices  Satisfaction is moderate –65% of respondents are satisfied and 14% are dissatisfied  Satisfaction is highest among seniors, those in Karawara/Collier Gardens & Kensington, and those with a disability or impairment  There is greatest room to improve satisfaction among males, families with older children and those with a non-English speaking background NA

10. 10 How open and transparent Council processes are Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 320; 2004 n = 375; 2006 n = 349; 2008 n = 291) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 72% Priority 3% % of residentsDelightedDissatisfied Male14%34% Female14%23% Younger singles / couples18%20% Families with younger children14%28% Families with older children12%26% Matures singles / couples10%38% Seniors21%26% Own14%35% Rent12%16% 0-3 yrs in South Perth17%7% 4-10 yrs in South Perth16%23% 11+ yrs in South Perth12%39% A person with a disability or impairment30%23% Without disability or impairment12%29% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted City of South Perth set the Industry Standard  While satisfaction is relatively low and has fallen significantly, the City of South Perth achieved the highest score among Councils asking this question –40% of respondents are satisfied and 29% are dissatisfied  Satisfaction is highest among those with a disability  There is greatest room to improve satisfaction among males, mature singles and couples, home owners and long-term residents

11. 11 How the community is consulted about local issues Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 383; 2004 n = 390; 2006 n = 372; 2008 n = 351) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 87% Priority 5% % of residentsDelightedDissatisfied Male17%33% Female17%23% Younger singles / couples17%13% Families with younger children18%25% Families with older children9%30% Matures singles / couples15%35% Seniors33%23% Como18%28% Karawara / Collier Gardens^13%39% Kensington19%16% Manning^27%12% Salter Point^8%48% South Perth17%27% Waterford^11%25% 0-3 yrs in South Perth21%13% 4-10 yrs in South Perth14%28% 11+ yrs in South Perth18%31% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate though it has fallen significantly –50% of respondents are satisfied –27% of respondents are dissatisfied  Satisfaction is highest among seniors and newer residents  There is greatest room to improve satisfaction among males, mature singles and couples and those living in Salter Point

12. 12 How the community is informed about local issues Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 389; 2004 n = 392; 2006 n = 393; 2008 n = 362) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 90% Priority 7% % of residentsDelightedDissatisfied Younger singles / couples 25%16% Families with younger children 20%21% Families with older children 17% Matures singles / couples 21%24% Seniors 49%13% Como24%23% Karawara / Collier Gardens27%23% Kensington39%13% Manning22%7% Salter Point4%28% South Perth32%17% Waterford10%19% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate though it has fallen significantly –60% of respondents are satisfied –19% of respondents are dissatisfied  Satisfaction is highest among seniors and those living in Kensington and South Perth  There is greatest room to improve satisfaction among those living in Salter Point

13. 13 Council's newsletter (The Peninsula) Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 359; 2006 n = 353; 2008 n = 343) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 85% Priority 1% % of residentsDelightedDissatisfied 18-34 yrs 29%6% 35-54 yrs 25%16% 55+ yrs 41%13% A person with a disability or impairment 48%21% Without disability or impairment 30%12% Non-English speaking background 21%9% Speaks English only 34%13% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate though it has fallen significantly –69% of respondents are satisfied –13% of respondents are dissatisfied  Satisfaction is highest among those aged 55+, those with a disability or impairment and those who speak English only NA

14. 14 Council’s weekly column in the community newspaper (the City Update) Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 343; 2006 n = 335; 2008 n = 289) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 72% Priority 1% % of residentsDelightedDissatisfied Male21%16% Female33%9% 18-34 yrs23%11% 35-54 yrs21%15% 55+ yrs41%8% Como30%10% Karawara / Collier Gardens^16%32% Kensington^54%15% Manning^38%5% Salter Point^6%13% South Perth24%12% Waterford^20%5% 0-3 yrs in South Perth38%6% 4-10 yrs in South Perth13% 11+ yrs in South Perth33%13% A person with a disability or impairment^46%15% Without disability or impairment26%11% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate though it has fallen significantly –62% of respondents are satisfied –12% of respondents are dissatisfied  Satisfaction is highest among females, those aged 55+, those living in Kensington and those with a disability  There is greatest room to improve satisfaction among those living in Karawara / Collier Gardens and those who have lived in the area for 4-10 years NA

15. 15 Council’s website Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 232) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 58% Priority 1% % of residentsDelightedDissatisfied Como18% Karawara / Collier Gardens^19% Kensington^29%6% Manning^37%11% Salter Point^8%25% South Perth24%16% Waterford^17%9% A person with a disability or impairment^ 47%5% Without disability or impairment 19%16% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively low –Only 49% of respondents are satisfied –16% of respondents are dissatisfied  Satisfaction is highest among those living in Manning and those with a disability or impairment  There is greatest room to improve satisfaction among those living in Salter Point NA

16. Community Enrichment

17. 17 The sense of community in your local area Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 378) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 94% Priority 2% % of residentsDelightedDissatisfied Male23%20% Female36%15% 18-34 yrs30%12% 35-54 yrs24%20% 55+ yrs37%19% Como24%23% Karawara / Collier Gardens17%30% Kensington45%16% Manning37%17% Salter Point^52%11% South Perth33%13% Waterford19%9% Own27%22% Rent40%10% 0-3 yrs in South Perth41%6% 4-10 yrs in South Perth27%16% 11+ yrs in South Perth29%22% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate –68% of respondents are satisfied –17% of respondents are dissatisfied  Satisfaction is highest among females, those aged 55+, those living in Salter Point (followed by Kensington) & renters  There is greatest room to improve satisfaction among those living in Karawara / Collier Gardens and long term residents NA

18. 18 Library and information services Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 368) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 92% Priority 1% % of residentsDelightedDissatisfied Male47%7% Female58%4% Younger singles / couples39%7% Families with younger children51%7% Families with older children53%5% Matures singles / couples45%6% Seniors81%0% Como47%9% Karawara / Collier Gardens^69%3% Kensington57%3% Manning69%3% Salter Point^55%0% South Perth46%5% Waterford63%6% 0-3 yrs in South Perth40%7% 4-10 yrs in South Perth43%8% 11+ yrs in South Perth63%4% A person with a disability or impairment74%3% Without disability or impairment51%6% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is high –85% of respondents are satisfied  Satisfaction is highest among females, seniors, those living in Karawara / Collier Gardens and Manning, long-term residents and those with a disability or impairment NA

19. 19 Activities for improving health and well-being Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 333; 2006 n = 303; 2008 n = 324) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 81% Priority 2% % of residentsDelightedDissatisfied Younger singles / couples35%10% Families with younger children15% Families with older children20%23% Matures singles / couples12%19% Seniors33%18% Como16%19% Karawara / Collier Gardens^38%21% Kensington^22%15% Manning^16%20% Salter Point^14%29% South Perth22%16% Waterford^25%7% Own16%20% Rent30%14% A person with a disability or impairment^39%14% Without disability or impairment19%18% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted 2006 & 2004: Provide opportunities for residents to participate in activities that assist in maintaining and improving their well-being  Satisfaction is moderate though it has fallen significantly –56% of respondents are satisfied –18% of respondents are dissatisfied  Satisfaction is highest among younger singles and couples, seniors, renters and those with a disability or impairment  There is greatest room to improve satisfaction among those living in Salter Point NA

20. 20 Services and facilities for youth Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 224; 2008 n = 291) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 72% Priority 6% % of residentsDelightedDissatisfied 18-34 yrs 20%12% 35-54 yrs 14%31% 55+ yrs 18%20% Younger singles / couples 16%7% Families with younger children 19%27% Families with older children 14%28% Matures singles / couples 13%23% Seniors 29%21% Own 14%25% Rent 25%19% 0-3 yrs in South Perth 24%12% 4-10 yrs in South Perth 15%19% 11+ yrs in South Perth 16%27% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted Facilitate the provision of facilities and services for youth aged 6-17 years  Satisfaction is moderate though it has fallen significantly –50% of respondents are satisfied –22% of respondents are dissatisfied  Dissatisfaction is lowest among younger singles and couples and renters  There is greatest room to improve satisfaction among 35-54 year olds and long term residents NA

21. 21 Services and facilities for families Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 328; 2006 n = 374; 2008 n = 327) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 81% Priority 3% % of residentsDelightedDissatisfied Younger singles / couples 38%0% Families with younger children 26%20% Families with older children 25%13% Matures singles / couples 24%9% Seniors 47%8% 0-3 yrs in South Perth 43%7% 4-10 yrs in South Perth 25%8% 11+ yrs in South Perth 28%15% A person with a disability or impairment^ 52%19% Without disability or impairment 28%11% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted Provide a family friendly environment  Satisfaction is moderate though it has fallen significantly –69% of respondents are satisfied –11% of respondents are dissatisfied  Satisfaction is highest among seniors, newer residents and those with a disability or impairment  There is greatest room to improve satisfaction among families with younger children NA

22. 22 Facilities, services and care available for seniors Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 294; 2006 n =214; 2008 n = 294) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 73% Priority 3% % of residentsDelightedDissatisfied Younger singles / couples 31%4% Families with younger children 15%7% Families with older children 21%13% Matures singles / couples 23%17% Seniors 59%4% 0-3 yrs in South Perth 30%9% 4-10 yrs in South Perth 21%4% 11+ yrs in South Perth 33%15% A person with a disability or impairment^ 54%18% Without disability or impairment 26%10% Non-English speaking background 16% Speaks English only 31%10% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate though it has fallen significantly –63% of respondents are satisfied –11% of respondents are dissatisfied  Satisfaction is highest among seniors, those with a disability and those who speak English only  There is greatest room to improve satisfaction among matures singles and couples and those who have been in the area four years or longer NA

23. 23 Festivals, events and cultural activities Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 371; 2008 n = 379) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 94% Priority 3% % of residentsDelightedDissatisfied Male31%13% Female49%3% Younger singles / couples35%5% Families with younger children48%4% Families with older children34%12% Matures singles / couples37%8% Seniors57%7% Como41%7% Karawara / Collier Gardens^31%12% Kensington^64%7% Manning53%3% Salter Point^41%7% South Perth39%8% Waterford18%9% Non-English speaking background23%18% Speaks English only43%6% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction remains high –82% of respondents are satisfied  Satisfaction is highest among females, seniors, those living in Kensington and those who speak English only  There is greatest room to improve satisfaction among families with older children NA

24. 24 Street artworks and public art Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 324; 2008 n = 336) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 84% Priority 1% % of residentsDelightedDissatisfied 18-34 yrs 10%19% 35-54 yrs 10%25% 55+ yrs 23% Como19%24% Karawara / Collier Gardens8%29% Kensington7%21% Manning17% Salter Point10%24% South Perth14%25% Waterford7%13% Non-English speaking background 2%29% Speaks English only 16%22% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively low and has fallen significantly –Only 48% of respondents are satisfied –23% of respondents are dissatisfied  Satisfaction is highest among those aged 55+, those living in Como (followed by Manning) and those who speak English only NA

25. 25 How local history and heritage is preserved and promoted Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 350) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 87% Priority 1% % of residentsDelightedDissatisfied Male22%12% Female39%10% 18-34 yrs20%9% 35-54 yrs31%11% 55+ yrs40%11% Como33%12% Karawara / Collier Gardens^22%13% Kensington^54%0% Manning^31%7% Salter Point^25%13% South Perth32%14% Waterford^11%4% 0-3 yrs in South Perth28%11% 4-10 yrs in South Perth22%7% 11+ yrs in South Perth38%13% A person with a disability or impairment49%11% Without disability or impairment29%10% Non-English speaking background17%11% Speaks English only34%10% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate –69% of respondents are satisfied –11% of respondents are dissatisfied  Satisfaction is highest among females, those aged 55+, those living in Kensington, long term residents, those with a disability and those who speak English only NA

26. 26 = significant variance Support for restoring and redeveloping the Old Mill Site Q. Do you see a need to restore and redevelop the Old Mill site in South Perth? Base: All respondents (Residents 2008 n = 402) Q. What type of facilities and activities would you like the restored Old Mill site to have? Base: Respondents who see a need to restore and redevelop the Old Mill site (Residents 2008 n = 203) % of respondents  Overall, 50% of respondents see a need to restore and redevelop the Old Mill site in South Perth –Support was highest in Kensington (65%) and lowest in Karawara / Collier Gardens (27%) –In South Perth, where the Old Mill site is located, 58% of respondents support restoration / redevelopment and 32% expressed opposition. Remaining respondents in South Perth (10%) were unsure.  Among those who would like the Old Mill site to be restored and redeveloped, the most popular suggestions were a museum, information centre or exhibitions, followed by a café or restaurant % of respondents Do you see a need to restore and redevelop the Old Mill site in South Perth? (n = 203)

27. 27 Safety and security Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 380; 2008 n = 379) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 94% Priority 14% % of residentsDelightedDissatisfied Younger singles / couples23%8% Families with younger children19% Families with older children17%20% Matures singles / couples13%25% Seniors33%15% Como18%24% Karawara / Collier Gardens^18%25% Kensington^14%17% Manning25%6% Salter Point^24%21% South Perth26%14% Waterford12% 0-3 yrs in South Perth31%11% 4-10 yrs in South Perth16%17% 11+ yrs in South Perth20%21% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted Contribute to a safe and secure environment  Satisfaction is moderate though it has fallen significantly –61% of respondents are satisfied –18% of respondents are dissatisfied  Satisfaction is highest among seniors, newer residents and those living in South Perth and Manning, followed by Salter Point  There is greatest room to improve satisfaction among mature singles and couples NA

28. 28 = significant variance  Overall 69% of respondents believe the City of South Perth should consider installing security cameras as a crime prevention measure  Females and seniors are more likely to support CCTV cameras % of respondents % of residents Yes, CoSP should install CCTV Male 62% Female 75% Younger singles / couples 62% Families with younger children 68% Families with older children 70% Matures singles / couples 69% Seniors 80% Support for security cameras Q. Do you believe the City of South Perth should consider installing security cameras (such as Closed Circuit TV cameras) as a crime prevention measure? Base: All respondents (Residents 2008 n = 402) Do you believe the City of South Perth should consider installing security cameras (such as Closed Circuit TV cameras) as a crime prevention measure?

29. Environmental Management

30. 30 Conservation and environmental management Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 389; 2008 n = 350) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 87% Priority 5% % of residentsDelightedDissatisfied Male25%15% Female34%8% Younger singles / couples37%5% Families with younger children24%7% Families with older children24%14% Matures singles / couples21% Seniors55%2% Como28%17% Karawara / Collier Gardens^31%12% Kensington^36%7% Manning^28%7% Salter Point^26%15% South Perth34%9% Waterford26%3% 0-3 yrs in South Perth41%5% 4-10 yrs in South Perth22%13% 11+ yrs in South Perth32%12% A person with a disability or impairment47%12% Without disability or impairment28%11% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted Protect natural areas (such as bushlands, wetlands and river foreshore)  Satisfaction is relatively high though it has fallen significantly –72% of respondents are satisfied –11% of respondents are dissatisfied  Satisfaction is highest among seniors, newer residents and those with a disability  There is greatest room to improve satisfaction among males, matures singles and couples and those living in Como NA

31. 31 Weekly rubbish collections Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 401) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 100% Priority 1% % of residentsDelightedDissatisfied Younger singles / couples 73%2% Families with younger children 69%1% Families with older children 76%2% Matures singles / couples 75%1% Seniors 95%2% 0-3 yrs in South Perth 65%2% 4-10 yrs in South Perth 74%1% 11+ yrs in South Perth 83%2% Non-English speaking background 65%3% Speaks English only 79%1% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is very high –96% of respondents are satisfied  Satisfaction is highest among seniors, long term residents and those who speak English only NA

32. 32 Fortnightly recycling services Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 2006 n = 397; 2008 n = 392) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 98% Priority 3% % of residentsDelightedDissatisfied Younger singles / couples 71%5% Families with younger children 54%9% Families with older children 69%6% Matures singles / couples 67%1% Seniors 89%2% 0-3 yrs in South Perth 62%8% 4-10 yrs in South Perth 65%3% 11+ yrs in South Perth 76%3% A person with a disability or impairment 84%3% Without disability or impairment 69%4% Non-English speaking background 58%5% Speaks English only 72%4% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is high –89% of respondents are satisfied  Satisfaction is highest among seniors, long term residents, those with a disability and those who speak English only  There is greatest room to improve satisfaction among families with younger children NA

33. 33 Enforcement of local-laws relating to food, health, noise and pollution Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2004 n = 350; 2006 n = 321; 2008 n = 321) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 80% Priority 3% % of residentsDelightedDissatisfied 18-34 yrs33%10% 35-54 yrs20%16% 55+ yrs26%15% Younger singles / couples25%8% Families with younger children28%11% Families with older children23%19% Matures singles / couples19%18% Seniors39%6% Own22%15% Rent34%10% 0-3 yrs in South Perth38%10% 4-10 yrs in South Perth21%9% 11+ yrs in South Perth25%18% A person with a disability or impairment47%9% Without disability or impairment24%14% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted 2006 & 2004: Provide public health services (such as food, pollution and nuisance control)  Satisfaction is moderate though it has fallen significantly –62% of respondents are satisfied –14% of respondents are dissatisfied  Satisfaction is highest among 18-34 year olds, seniors, renters, newer residents and those with a disability  There is greatest room to improve satisfaction among families with older children, mature singles and couples and long term residents NA

34. 34 How traffic, parking and clean-up is managed for public events (such as Skyshow, Red Bull Air Race and Fiesta) Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2008 n = 376) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 94% Priority 2% % of residentsDelightedDissatisfied Younger singles / couples 55%5% Families with younger children 49%11% Families with older children 48%20% Matures singles / couples 41%15% Seniors 63%7% Como42%12% Karawara / Collier Gardens^56%11% Kensington58%6% Manning^43%11% Salter Point^65%12% South Perth54%15% Waterford^34%14% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is high –80% of respondents are satisfied –13% of respondents are dissatisfied  Satisfaction is highest among seniors and those living in Salter Point  There is greatest room to improve satisfaction among families with older children NA

35. 35 Information provided by Council on sustainable living Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 292; 2008 n = 302) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 75% Priority 1% % of residentsDelightedDissatisfied Male13%31% Female17%21% 18-34 yrs15%19% 35-54 yrs15%31% 55+ yrs16%26% Como10%31% Karawara / Collier Gardens^21%26% Kensington^30%26% Manning^16%8% Salter Point^5%33% South Perth17%27% Waterford^19%15% 0-3 yrs in South Perth18%14% 4-10 yrs in South Perth15%25% 11+ yrs in South Perth15%30% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively low and has fallen significantly –Only 45% of respondents are satisfied –26% of respondents are dissatisfied  There is greatest room to improve satisfaction among males, 35-54 year olds, those living in Salter Point and Como and long term residents NA

36. 36 Access to TravelSmart information on walking, cycling and public transport Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 376; 2004 n = 379; 2006 n = 361; 2008 n = 370) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 92% Priority 3% % of residentsDelightedDissatisfied Younger singles / couples45%7% Families with younger children28%15% Families with older children39%16% Matures singles / couples42%13% Seniors57%8% Como38%16% Karawara / Collier Gardens^46%14% Kensington50%3% Manning48%6% Salter Point^52%17% South Perth43%9% Waterford25%16% 0-3 yrs in South Perth46%10% 4-10 yrs in South Perth29%10% 11+ yrs in South Perth48%14% A person with a disability or impairment68%15% Without disability or impairment39%12% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively high –75% of respondents are satisfied –12% of respondents are dissatisfied  Satisfaction is highest among seniors and those with a disability  There is greatest room to improve satisfaction among families with younger children, those living in Waterford and those who have lived in the area for 4-10 years NA

37. Infrastructure

38. 38 Planning and building approvals Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 300; 2008 n = 287) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 71% Priority 7% % of residentsDelightedDissatisfied Younger singles / couples17%19% Families with younger children8%27% Families with older children9%33% Matures singles / couples13%27% Seniors24%29% Como14%31% Karawara / Collier Gardens^26%17% Kensington^19% Manning^5%14% Salter Point^5%33% South Perth12%33% Waterford^8%24% 0-3 yrs in South Perth15% 4-10 yrs in South Perth9%20% 11+ yrs in South Perth15%36% A person with a disability or impairment28%21% Without disability or impairment11%28% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively low and has fallen significantly –Only 40% of respondents are satisfied –28% of respondents are dissatisfied  Satisfaction is highest among seniors, those living in Karawara / Collier Gardens and those with a disability  There is greatest room to improve satisfaction among those living in South Perth and Salter Point and long term residents NA

39. 39 Footpaths and cycleways Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 398; 2008 n = 397) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 99% Priority 9% % of residentsDelightedDissatisfied Younger singles / couples 60%11% Families with younger children 31%12% Families with older children 47%14% Matures singles / couples 40%13% Seniors 52%11% Own 41%14% Rent 59%9% 0-3 yrs in South Perth 58%9% 4-10 yrs in South Perth 42%12% 11+ yrs in South Perth 43%14% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively high though it has fallen significantly –77% of respondents are satisfied –13% of respondents are dissatisfied  Satisfaction is highest among younger singles and couples, renters and newer residents NA

40. 40 Street lighting Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 398; 2008 n = 400) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 100% Priority 9% % of residentsDelightedDissatisfied Younger singles / couples 40%16% Families with younger children 25% Families with older children 29%17% Matures singles / couples 34%17% Seniors 62%9% A person with a disability or impairment 54%10% Without disability or impairment 37%17% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively high though it has fallen significantly –71% of respondents are satisfied –17% of respondents are dissatisfied  Satisfaction is highest among seniors and those with a disability or impairment  There is greatest room to improve satisfaction among families with younger children NA

41. 41 Street sweeping and cleaning Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 395; 2004 n = 395; 2006 n = 398; 2008 n = 396) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 99% Priority 4% % of residentsDelightedDissatisfied Younger singles / couples44%2% Families with younger children32%14% Families with older children38%14% Matures singles / couples30%16% Seniors46%5% Como32%15% Karawara / Collier Gardens47%10% Kensington43%7% Manning47%3% Salter Point^41%28% South Perth34%5% Waterford42%9% 0-3 yrs in South Perth45%6% 4-10 yrs in South Perth30%9% 11+ yrs in South Perth40%13% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively high though it has fallen significantly –77% of respondents are satisfied –11% of respondents are dissatisfied  Satisfaction is highest among newer residents and seniors, followed by younger singles and couples  There is greatest room to improve satisfaction among those living in Salter Point NA

42. 42 Community buildings, halls and toilets Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 362; 2008 n = 348) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 87% Priority 4% % of residentsDelightedDissatisfied 18-34 yrs 24%9% 35-54 yrs 18% 55+ yrs 27%7% Younger singles / couples 22%3% Families with younger children 18%17% Families with older children 22%15% Matures singles / couples 16%14% Seniors 41%4% Como25%14% Karawara / Collier Gardens^15%11% Kensington^43%7% Manning^21%13% Salter Point^14%9% South Perth21%9% Waterford13%17% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate though it has fallen significantly –67% of respondents are satisfied –12% of respondents are dissatisfied  Satisfaction is highest among seniors and those living in Kensington  There is greatest room to improve satisfaction among 35-54 year olds NA

43. 43 Streetscapes, parks and sporting grounds Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 394; 2004 n = 398; 2006 n = 394; 2008 n = 392) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 98% Priority 14% % of residentsDelightedDissatisfied Younger singles / couples57%2% Families with younger children41%7% Families with older children43%7% Matures singles / couples49%7% Seniors69%2% Como50%5% Karawara / Collier Gardens54%11% Kensington50%3% Manning65%0% Salter Point36%14% South Perth55%5% Waterford36%0% 0-3 yrs in South Perth54%3% 4-10 yrs in South Perth43%6% 11+ yrs in South Perth55%5% A person with a disability or impairment67%3% Without disability or impairment49%5% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is high –86% of respondents are satisfied  Satisfaction is highest among seniors, those living in Manning and those with a disability or impairment  There is greatest room to improve satisfaction among those who have lived in the area for 4-10 years

44. 44 = significant variance Manning Community Facility spontaneous mentions of preferred services and activities Q. The City of South Perth has agreed to redevelop facilities at and around Manning Hall on Bradshaw Crescent to create a new Community Facility. Which services and activities would you like to be available at this facility? Q. Would you support having Manning Library relocated to this facility? Base: All respondents (Residents 2008 n = 402) % of respondents  When asked about what services and activities people would like at a new Community Facility in Manning, it was surprising to see that many people (1 in 2 respondents) were unable to offer any ideas or suggestions –This finding was similar in Manning, where 44% of respondents said ‘don’t know’.  This suggests that they do not have strong ‘top of mind’ needs –With more time to think about their needs, and to consider the possibilities for this facility (as would occur in a focus group discussion) they may offer some ideas and suggestions  Among those with spontaneous ‘top of mind’ suggestions, the most popular request was for sporting facilities (such as basketball courts, gyms, etc) followed by services and programs that meet the needs of various groups in the community (such as young children, teenagers and seniors)  Other frequently mentioned ideas (suggested by 5% of respondents) included fitness and wellbeing classes, a youth club, library services and a swimming pool  When prompted 46% of respondents said they support moving the Manning Library to the new facility –Just 19% of respondents opposed moving the library –Support is highest among residents in Kensington (71%) and lowest in Karawara / Collier Gardens (27%) –In Manning, 53% of respondents support moving the Manning library to the new facility

45. 45 Economic development, tourism and job creation Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 284; 2008 n = 287) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 71% Priority 2% % of residentsDelightedDissatisfied Male 11%23% Female 15%13% 18-34 yrs 18%11% 35-54 yrs 7%23% 55+ yrs 14%19% 0-3 yrs in South Perth 23%9% 4-10 yrs in South Perth 11%18% 11+ yrs in South Perth 10%21% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively low and has fallen significantly –Only 49% of respondents are satisfied –18% of respondents are dissatisfied  Satisfaction is highest among newer residents  There is greatest room to improve satisfaction among males and 35-54 year olds NA

46. 46 The control of parking around shopping areas Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2006 n = 376; 2008 n = 379) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 94% Priority 6% % of residentsDelightedDissatisfied Younger singles / couples 34%12% Families with younger children 21%14% Families with older children 20%24% Matures singles / couples 24%17% Seniors 38%17% Como17%23% Karawara / Collier Gardens^50%18% Kensington37%10% Manning31%16% Salter Point^30%19% South Perth27%14% Waterford31%16% Own 24%17% Rent 36%20% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is moderate though it has fallen significantly –66% of respondents are satisfied –18% of respondents are dissatisfied  Satisfaction is highest among seniors, those living in Karawara / Collier Gardens and renters  There is greatest room to improve satisfaction among families with older children NA

47. Organisational Effectiveness

48. 48 Council's leadership within the community Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Base: Respondents who feel familiar enough with service / facility to comment (Residents 2003 n = 332; 2004 n = 359; 2006 n = 344; 2008 n = 322) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied = 0-4 = significant variance Familiar 80% Priority 4% % of residentsDelightedDissatisfied Younger singles / couples16%24% Families with younger children11%26% Families with older children14%22% Matures singles / couples8%24% Seniors26%19% 0-3 yrs in South Perth20%12% 4-10 yrs in South Perth8%20% 11+ yrs in South Perth15%29% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted  Satisfaction is relatively low and has fallen significantly –Only 48% of respondents are satisfied –23% of respondents are dissatisfied  Satisfaction is highest among seniors  There is greatest room to improve satisfaction among long- term residents

49. 49 = significant variance Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or strongly agree. Base: All respondents (Residents 2008 n = 402)  Overall 41% of respondents agree that the City of South Perth have developed and communicated a clear vision for the area  Seniors, those living in Manning and newer residents are more likely to agree  Males and Kensington residents are more likely to disagree % of respondents CITY OF SOUTH PERTH Total agree = 41% Total disagree = 24% INDUSTRY STANDARDS Total agree (%) The City of South Perth has developed and communicated a clear vision for the area I am fairly clear about what the area is going to look and feel like in 10 years time % of residentsAgreeDisagree Male39%40% Female42%30% Younger singles / couples43%29% Families with younger children43%39% Families with older children34%39% Matures singles / couples34%38% Seniors53%21% Como38%32% Karawara / Collier Gardens40% Kensington42%45% Manning68%21% Salter Point33%40% South Perth36%38% Waterford45%24% 0-3 yrs in South Perth55%17% 4-10 yrs in South Perth39%35% 11+ yrs in South Perth37%39%

50. 50  Overall 39% of respondents agree that Elected Members at the City of South Perth have a good understanding of their needs  18-34 year olds and those living in Waterford are more likely to agree  Males, those living in Salter Point and Kensington and long-term residents are more likely to disagree = significant variance Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or strongly agree. Base: All respondents (Residents 2008 n = 402) CITY OF SOUTH PERTH % of respondents Total agree = 39% Total disagree = 18% INDUSTRY STANDARDS Total agree (%) Elected Members at the City of South Perth have a good understanding of our needs % of residentsAgreeDisagree Male40%26% Female40%12% 18-34 yrs54%8% 35-54 yrs40%26% 55+ yrs29%18% Como33%23% Karawara / Collier Gardens50%7% Kensington35%29% Manning38%9% Salter Point^30% South Perth43%17% Waterford64%6% 0-3 yrs in South Perth44%6% 4-10 yrs in South Perth46%16% 11+ yrs in South Perth34%24%

51. 51 = significant variance  Overall 49% of respondents agree that Staff at the City of South Perth have a good understanding of their needs  18-34 year olds and residents who have lived in the area for 4-10 years are more likely to agree  Males, home owners and long-term residents are more likely to disagree CITY OF SOUTH PERTH INDUSTRY STANDARDS % of respondents Total agree = 49% Total disagree = 13% Total agree (%) Staff at the City of South Perth have a good understanding of our needs Q. I’m going to read out a few statements. For each one, please let me know if you strongly disagree, somewhat disagree, feel neutral, somewhat agree or strongly agree. Base: All respondents (Residents 2008 n = 402) % of residentsAgreeDisagree Male 45%18% Female 53%9% 18-34 yrs 60%4% 35-54 yrs 49%17% 55+ yrs 41%14% Own 48%16% Rent 49%7% 0-3 yrs in South Perth 47%5% 4-10 yrs in South Perth 57%8% 11+ yrs in South Perth 45%18%

52. Financial Viability

53. 53 Value for money from rates  Satisfaction is moderate –67% of respondents are satisfied –17% of respondents are dissatisfied  Satisfaction is highest among males, those aged 55+ and newer residents  There is greatest room to improve satisfaction among 35-54 year olds, those living in Como and those without a disability or impairment Q. And, how satisfied are you with the value for money you get from your rates? Base: Respondents who own their own home and who gave a valid response, excludes ‘don’t know’ (Residents 2008 n = 260) Coding: Satisfied = 6-10; Delighted = 8,9 and 10; Neutral = 5; Dissatisfied 0-4 = significant variance % of residentsDelightedDissatisfied Male30%18% Female19%16% 18-34 yrs^19%7% 35-54 yrs14%22% 55+ yrs36%14% Como20%25% Karawara / Collier Gardens^20%13% Kensington^25%13% Manning^24%10% Salter Point^38%24% South Perth25%11% Waterford^29%6% 0-3 yrs in South Perth^50%14% 4-10 yrs in South Perth14%11% 11+ yrs in South Perth27%20% A person with a disability or impairment37%7% Without disability or impairment23%18% % of respondents RESIDENT SATISFACTION INDUSTRY STANDARDS SATISFACTION HISTORY Delighted NA

54. Community Priorities Indicator TM

55. 55 FOCUS on improving services and facilities in the lower right cluster. These areas represent the ‘hot issues’ for Council. Consider how resources may be better utilised to improve performance. For example, Council may need to invest in better information, improved communications, improved service delivery or new infrastructure. MONITOR services and facilities in the lower left cluster. While respondents are less satisfied with these services, they are not considered high priority areas for improvement. Monitor performance in these areas. If satisfaction levels fall, these areas may become more of a priority. The CELEBRATE cluster contains services and facilities that are performing extremely well. At least 70% of respondents are very satisfied with the Council’s performance (they rate satisfaction in the top 3 boxes on a 10-point scale). Celebrate success in these areas and maintain high performance levels! Community Priorities Indicator TM The Community Priorities Indicator assists Councils to identify strategic priorities. Importance and satisfaction levels are analysed and presented in three clusters. These clusters illustrate whether the service or facility is one that needs to be a focus for improvement, monitored or celebrated.

56. 56 CELEBRATE FOCUS Community Priorities Indicator TM PRIORITY (% of mentions) SATISFACTION (% delighted) MONITOR Q. Which areas would you most like City of South Perth to focus on improving? MULTIPLE RESPONSE ALLOWED Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Chart shows % of respondents delighted (8,9 or 10) Base: Priority – all respondents (Residents 2008 n = 402); Satisfaction - Respondents who use / can comment on service / facility (Residents 2008 n = various) Sporting facilities / swimming pool

57. 57 CELEBRATE FOCUS Community Priorities Indicator TM Significant shifts in performance over past 24 months PRIORITY (% of mentions) SATISFACTION (% delighted) MONITOR Red = downward shift Green = upward shift Q. Which areas would you most like City of South Perth to focus on improving? MULTIPLE RESPONSE ALLOWED Q. How satisfied are you with [READ OUT AREA]? 10 = totally satisfied; 0 = totally dissatisfied. Chart shows % of respondents delighted (8,9 or 10) Base: Priority – all respondents (Residents 2008 n = 402); Satisfaction - Respondents who use / can comment on service / facility (Residents 2008 n = various) Sporting facilities / swimming pool

58. 58 Top 5 Priorities by customer groups  = Number 1 priority = Top 5 priority Q. Which areas would you most like City of South Perth to focus on improving? MULTIPLE RESPONSE ALLOWED Base: All respondents (Residents 2008 n = 402 )

59. Strategic Insights

60. 60 Strategic Insights Overall Performance  Most residents (78%) are satisfied with the City of South Perth’s performance –Satisfaction levels tend to be higher among seniors, younger singles and couples, renters and newer residents –There is greatest room to improve levels of satisfaction among long-term residents and those living in Como  Overall performance is higher than most Councils that contribute to the calculation of the Industry Standards Strengths  Residents regard the City of South Perth to be strong in waste management Areas to Address  This year, residents rated the highest priority areas to focus on improving as: –Safety and security  Other areas highlighted by residents include: –Streetscapes, parks and sporting grounds –Footpaths and cycleways –Street lighting –Planning and building approvals Demographic variances  Older respondents (those aged 55 years or older) appear to be more satisfied over a number of service areas

61. 61 Strategic Insights Declining Performance  While overall levels of satisfaction remained fairly steady over the past three years, there was a decline in satisfaction ratings across a number of service areas. The most notable decreases were for: 2005 Delight Rating 2008 Delight Rating Variance –How the community is consulted about local issues76%50%  26% points –How open and transparent Council processes are65%40%  25% points –Economic development, tourism and job creation73%49%  24% points –Safety and security83%61%  22% points –Council's leadership within the community 70%48%  22% points –How the community is informed about local issues81%60%  21% points –Activities for improving health and well-being 77%56%  21% points –Facilities, services and care available for seniors 84%63%  21% points –Planning and building approvals 61%40%  21% points –Services and facilities for families 89%69%  20% points Relative Performance (compared to other Councils)  For many measures, the City of South Perth’s performance was on par with other Councils.  There were five areas where delighted ratings were more than 5% points lower than the Industry Average. These were: –Planning and building approvals –Council's leadership within the community –Council’s newsletters –Safety and security –Economic development, tourism and job creation

62. Lisa Lough Managing Director CATALYSE Pty Ltd t: +61 8 9380 9800 e: lisa@catalyse.com.au www.catalyse.com.au We’d love to discuss this report with you! If you have any questions, please contact: