Community Services - 9 February 2016

NOTICE OF MEETING
Notice is hereby given of the Meeting of the
Community Services Committee
to be held in the Council Chamber,
First Floor, Civic Administration Building,
101 Esk Street, Invercargill on
Tuesday 9 February 2016 at 4.00 pm
His Worship the Mayor Mr T R Shadbolt JP
Cr R L Abbott (Chair)
Cr P W Kett (Deputy Chair)
Cr R R Amundsen
Cr N D Boniface
Cr I L Esler
Cr G D Lewis
Cr Rowly Currie (Environment Southland) (Total
Mobility and Passenger Transport)
EIRWEN HARRIS
MANAGER, SECRETARIAL SERVICES
Finance and Corporate Services Directorate
Civic Administration Building • 101 Esk Street • Private Bag 90104 Invercargill • 9840 • New Zealand
DX No. YA90023 • Telephone 03 211 1777 • Fax 03 211 1433
1
2
AGENDA
Page
1.
APOLOGIES
2.
PUBLIC FORUM
3.
MONITORING OF SERVICE PERFORMANCE
4.
5.
3.1
LEVELS OF SERVICE
5
3.1.1
Community Development
6
3.1.2
Passenger Transport
7
3.1.3
Pools
8
3.1.4
Libraries and Archives
11
3.1.5
Housing Care Service
17
MONITORING OF FINANCIAL PERFORMANCE
19
4.1
COMMUNITY DEVELOPMENT
20
4.2
PASSENGER TRANSPORT
20
4.3
POOLS
20
4.4
LIBRARY AND ARCHIVES
20
4.5
HOUSING CARE
20
4.6
FINANCIAL SUMMARY
21
OTHER BUSINESS
5.1
REPORT OF THE CHIEF EXECUTIVE
5.1.1
Community Development Projects
5.2
REPORT OF THE DIRECTOR OF WORKS AND SERVICES
5.2.1
SuperGold Card Consultation
27
29
31
Appendix 1
3
5.2.2
Bus Smart Ambassador Survey
43
47
Appendix 1
∗∗∗∗∗∗∗∗∗∗
4
TO:
COMMUNITY SERVICES COMMITTEE
FROM:
THE DIRECTOR OF WORKS AND SERVICES
MEETING DATE:
TUESDAY 9 FEBRUARY 2016
MONITORING OF SERVICE PERFORMANCES
Report Prepared by:
Melissa Short – Strategy and Policy Manager
Commentaries from individual managers
SUMMARY
Reporting on the Community Services levels of service measures for the period comprising
1 July 2015 to 31 December 2015.
RECOMMENDATIONS
It is recommended that the report be received
IMPLICATIONS
1.
Has this been provided for in the Long Term Plan/Annual Plan?
The report monitors performance in relation to levels of service measures identified
in the Long Term Plan and the Annual Plan.
2.
Is a budget amendment required?
No.
3.
Is this matter significant in terms of Council’s Policy on Significance?
No.
4.
Implications in terms of other Council Strategic Documents or Council Policy?
No.
5.
Have the views of affected or interested persons been obtained and is any further
public consultation required?
No
FINANCIAL IMPLICATIONS
No financial implications arise from this report.
5
COMMUNITY DEVELOPMENT
1 Jul 2015 to 31 Dec 2015
Neighbourhood Support
Number of households involved in Neighbourhood
Support
Number of groups involved in Neighbourhood Support
1,448
117
Neighbourhood Support - Number of Households
1600
1400
Number of Households
1200
1000
800
600
400
200
0
2014/15
2015/16
Year
July
January
August
February
October
April
September
March
November
May
December
June
Neighbourhood Support - Number of Groups
120
110
Number of Groups
100
90
80
70
60
50
40
30
20
10
0
2014/15
2015/16
Year
July
January
August
February
September
March
October
April
6
November
May
December
June
PASSENGER TRANSPORT
COMMENTARY
The trend of lower passenger numbers has continued across this financial year. The recent
customer survey will be reviewed to see where areas of improvement can be achieved. We
have seen some growth in the SuperGold passengers but declines in all other groups. The
Farebox Recovery varies and is lower in December due to the low December numbers but
overall the recovery is close to but behind the target.
7
POOLS
Use of Services
Annual pool usage maintained at a minimum of six visits per head of population. (LTP
measure).
Pools Admission Numbers
40000
Number of Admissions
35000
30000
25000
20000
15000
10000
5000
0
2014/15
2015/16
Year
July
August
September
October
November
December
January
February
March
April
May
June
Target
Graph of Pool Admission Numbers
COMMENTARY
Events
December
19th – 20th Synchro Christmas Show
Report
December proved to be much quieter than expected at the Pools this year. In the past few
years we’ve had on average of 30,000 admissions through the facility during the month of
December; the total of 24,000 this year was significantly less than this.
A review of the admission numbers shows no real decline of any specific demographic of
pool users, however due to the school terms in 2015 and respective swim lessons, we saw
significantly fewer school groups and spectators for December. We have since seen
admission numbers picking up again towards the end of January.
8
During December Splash Palace ran its School Holiday
programme that was received with tremendous
enthusiasm by the children and families who took part. A
number of events and competitions were held during the
period and towards the end of December also saw us
introduce a new attraction; hand powered paddle boats!
Pool Alone Policy Change
During August and September 2015 a number of
incidents at Splash Palace prompted a review of the Pool
Alone policy. This policy is based on recommendations
from the national Pool Alone Policy developed by NZRA
in 1997 (revised 2002) to provide a code of practice on
child safety in aquatic facilities.
Up until 1 October 2015 the Splash Palace Pool Alone
Policy reflected the national policy that has been adopted
by most facilities nationwide:
•
•
Children under 8 must be actively supervised by a caregiver 16 years or over (actively
supervised means watching your child at all times; able to provide immediate
assistance).
Children under 5 must be within arms reach of a caregiver 16 years or over at all
times.
An analysis however of rescues at Splash Palace showed that the children aged 5-8
dominated the statistics and subsequently required us to re-evaluate the policy.
From 1 October 2015 the Splash Palace Pool Alone policy was changed to:
•
•
•
•
•
Children under the age of 7 must be within arms reach of a supervising caregiver
over the age of 16, in the water with them at all times.
Children aged 7 years must be actively supervised by a responsible person over the
age of 16 at all times.
Children aged 5-6 are required to wear a yellow wristband at all times.
Children aged 7 years are required to wear a green wristband at all times.
A maximum of two children under the age of 7 years old per supervising adult will
apply at all times.
The changes, whilst designed primarily to improve
the safety of children within the facility, has also
improved the ability of staff to quickly and
confidently identify most at-risk children. The
changes have generally been well received by the
public and have provided a number of other benefits
not initially considered including many people
observing the number of [happy] families spending
time together in the pool.
Results from the first couple of months of the policy
change shows a dramatic decrease in the number
of incidents involving children aged between 5-8.
9
For the period since 1 December there have been no near drownings and only one wet
rescue (6 year old) for the entire month, outstanding considering the high numbers of
children through the facility at this time of year. The changes have also generated interest
around the country and throughout Australasia, with an article in the November/December
2015 issue of Australasian Leisure Management magazine devoting the majority of a story
on anti-drowning campaigns to the changes at Splash Palace.
Commentary provided by Peter Thompson
MANAGER – AQUATIC SERVICES
10
LIBRARIES AND ARCHIVES
Library Borrowing Levels
Number of Issues and returns
70000
60000
50000
40000
30000
20000
10000
0
2014/15
2015/16
Year
July
August
September
October
November
December
January
February
March
April
May
June
Graph of Library Services Borrowing Levels
COMMENTARY
Visitor Numbers
November
December
Total
Total Year to Date
2014
45,727
36,538
82,265
261,826
2015
42,581
42,111
84,692
263,749
Visitor numbers showed a decrease in November but an increase in December with an
overall increase of nearly 3%.
Membership
From
Invercargill
Bluff
Other
Total
Added Nov/Dec 2014
256
6
8
270
Added Nov/Dec 2015
256
6
20
282
The increase in membership for November/December 2016 is from children outside
Invercargill joining the library. This may be as a result of the Summer Reading Challenge
which started in December 2015.
11
Total Circulation
All items
November
December
Total
Total Year to Date
2014
49,049
46,620
95,669
303,681
2015
49,397
49,727
99,124
310,268
Circulation remains steady with an increase in December last year which reflects strong
promotion of summer reading.
Ebook/Eaudio Circulation Statistics
eBooks
eAudio
Total
Total Year to Date
Nov/Dec 2014
2,286
356
2,642
7,568
Nov/Dec 2015
2,680
333
3,013
8,850
There continues to be increase in eBook issues with a rise of 14% over the same period in
2014.
Events
Nick Duval-Smith
Visiting from Dunedin on a New Zealand wide tour, Nick Duval-Smith will be reading stories
celebrating 100 years since the birth of Roald Dahl. He will be in Invercargill on
3 February 2016 with a Storytime at 3.30 pm.
Programmes
A number of programmes were run over the school holiday period. These included Lego
Build, Book Cover Creation, Minecraft, and Storytime at Queen’s Park which were aimed at
younger children.
12
A Writer’s Workshop, Readathon and Franken Toys programmes were aimed at teens. The
busiest day saw over 2,000 people visit the library.
The prize giving for the Summer Reading Challenge was held on 20 January 2016 and was
attended by approximately 100 children and adults. Constable Marty was the guest of
honour and prizes were won by:
•
•
•
•
•
•
•
•
•
•
•
•
Elise Alderson
Caleb Pink
Amelia Watson
Ruby Coleman
Ruby Watkinson
Katelyn Wilson
William Staples
Samuel Abbott
Olivia Stratford
Oliver Cowie
Conal Mulligan
Benjamin Rodgers-Foran
13
$20 Booksellers voucher for an awesome flip book went to Adele Pink. That’s my fish board
game for best letter to Phineas went to William Staples.
Archives
Map Digitisation Project
The Archive is currently undertaking a short-term map digitisation project. The project aims
to enhance access to these widely used resources and increase long-term preservation of
the original items. Use of the map collection to date has been hindered by the inability of
researchers to search the map collection without the assistance of archives staff, as well as
limited official descriptions resulting in unnecessary handling. Digitising of the ever-growing
map collection, which currently numbers in excess of 450 maps, will enable researchers to
access the entire collection independently and without handling fragile originals. Additional
data from the maps, such as annotations and names, are being added to the archive
catalogue to widen search relevance and efficiency. To date 138 maps have been digitised
and detailed. The digitisation part of the project is scheduled to be completed in March 2016.
14
Pop-up Museum
The Archive is collaborating with Southland Museum and Art Gallery to mark Inner City
Heritage Week (7–13 March). There is going to be a Pop-Up Museum in the Dee Street
community space attached to the library building. The theme of the Pop-Up Museum is “My
Invercargill Story” and aims to encourage members of the community to bring along and
display items with a great Invercargill story that are not usually available for general public
viewing. These could be items that have been tucked away at home or a relic sitting around
the office. The Pop-Up Museum will be open 10.00 am – 2.00 pm throughout Heritage Week
with additional hours for late night shopping night (Friday 11 March 5.00 – 8.00 pm).
Events & Displays
Events/Visits
Regular Book Chat, After School Clubs (now includes Art Club, Book Club, Craft Club, Digi
Club, Lego Club, Minecraft Club, and a Teen Club), Pre-School Wriggle & Rhyme, visits to
Bluff Kindergarten, Crafternoon tea, Chatter, Music in the Foyer and Community Hotseat.
2015
4 Nov
6 Nov
10 Nov
11 Nov
11 Nov
12 Nov
14 Nov
15 Nov
16 Nov
15 Sep
17 Nov
18 Nov
18 Nov
19 Nov
20 Nov
23 Nov
24 Nov
24 Nov
25 Nov
25 Nov
27 Nov
30 Nov
Invercargill Vegan Society
Public Service Association
FairWay Resolutions
FairWay Resolutions
Invercargill Film Society
ARANZ
Anderson’s Park Art Gallery
Dan Davin Literary Foundation – Writers Hub
Inner Wheel – Fibre Octave
Open Polytechnic of New Zealand
Safe in the South hui
FairWay Resolutions
New Zealand Society of Genealogy – Southland Branch
Robin Robilliard author talk
Penny Bray
Gravitas Research Strategy Limited
Gravitas Research Strategy Limited
Youth focus group
FairWay Resolutions
Invercargill Film Society
Student Travel School
Gravitas Research Strategy Limited
1 Dec
2 Dec
2 Dec
4 Dec
9 Dec
10 Dec
11 Dec
15 Dec
17 Dec
23 Dec
FairWay Resolutions
FairWay Resolutions
Invercargill Vegan Society
Penny Bray
FairWay Resolutions
Anderson’s Park Art Gallery
Penny Bray
Public Service Association
Fonterra
Blair Reeve – author storytime
15
Displays
•
•
•
•
Freemasons
Natural History Field Club
Deep South Rhythm
Rose Society
Meeting Spaces
November
December
Total
Total Year to Date
2014
29
18
47
137
2015
32
19
51
161
We continue to promote our meeting spaces and though the income is under budget by
$685, this should be close to budget by the end of the financial year.
Commentary provided by Marianne Foster
MANAGER – LIBRARY AND ARCHIVES
16
HOUSING CARE SERVICE
Housing Care Occupancy Rates
110
Occupancy Rates (%)
100
90
80
70
60
50
40
30
20
10
0
2014/15
2015/16
Year
July
August
September
October
November
December
January
February
March
April
May
June
Graph of Housing Care Occupancy Rates
COMMENTARY
Waiting List
Jan 2016
12
Dec 2015
12
Sept 2015
14
Oct 2015
15
3
3
3
3
Invercargill Supplementary
16
16
13
13
Invercargill On Hold
11
11
12
16
Bluff Supplementary
1
1
1
1
Bluff On Hold
1
1
1
1
44
44
44
49
Invercargill
Bluff
TOTAL
Jan 2016
Dec 2015
Sept 2015
Applications received
1
1
7
Oct 2015
-
Tenancy Exits
1
1
3
1
Vacant Units
2
1
4
2
Occupancy levels continue to operate ahead of budget being 98% for November, 99.2% for
December and 99.0% for January.
17
Our waiting list numbers are also fairly static with minimal recent movement. It is intended to
review all our waiting lists over the next few weeks as a number of applications are of a low
priority.
Rental Enquiries
We continue to receive many enquiries from non-superannuitants which suggests that the
rental market is becoming increasingly challenging for many. Emergency accommodation is
also at a premium, with a number of enquirers being declined.
Complex Visits/Maintenance
All of our complexes were visited in December with calendars being delivered as well as
notification letters to advise that annual unit inspections would commence during 2016.
We can now advise that the water membrane coating has been applied to the balance of the
units at Stirrat Street. The four northern blocks at Elston Lea are currently having their
windows assessed for either re-painting or replacement. The Murphy Street units were
completed last year. There is a new mobile scooter conservatory to be built at Conon Street.
Commentary provided by Stephen Ridden
CORPORATE SERVICES MANAGER
∗∗∗∗∗∗∗∗∗∗
18
TO:
COMMUNITY SERVICES COMMITTEE
FROM:
THE DIRECTOR OR WORKS AND SERVICES
MEETING DATE:
TUESDAY 9 FEBRUARY 2016
MONITORING OF FINANCIAL PERFORMANCE
Report Prepared by:
Cameron McIntosh – Director of Works and Services
SUMMARY
Financial commentary for activities reporting to the Community Services Committee for the
six month period to 31 December 2015.
RECOMMENDATIONS
That this report be received
IMPLICATIONS
1.
Has this been provided for in the Long Term Plan/Annual Plan?
Yes.
2.
Is a budget amendment required?
No.
3.
Is this matter significant in terms of Council’s Policy on Significance?
No.
4.
Implications in terms of other Council Strategic Documents or Council Policy?
No.
5.
Have the views of affected or interested persons been obtained and is any further
public consultation required?
Not applicable.
FINANCIAL IMPLICATIONS
The financial commentary and financial accounts are provided for information.
19
COMMUNITY DEVELOPMENT
We are working within budget. The Safe in the South Programme is beginning to gain
traction and the Youth Council commences on 11 February 2016.
HOUSING CARE
Revenue is $26,413 ahead of budget with expenses slightly down, giving a result year-todate of $39,712. Our positive result is being driven by higher than budgeted occupancy
levels.
LIBRARY AND ARCHIVES
Income is on budget and capital expenditure is under budget by $11,056. The Staff Training
budget is over by $6,305 and Subscriptions are under budget by $7,084 but these should
both even out by the end of the financial year.
Rates required by Library and Archives are under budget by $1,748.
PASSENGER TRANSPORT
Passenger Transport income budgets are behind expectations. Passenger numbers
continue to be lower than previous similar periods. The Farebox Recovery rate is however
close to but behind the performance targets. Total Expenditure (including Total Mobility) is
behind budget with the net effect being the area is under budget. The December period is
one where travel movements are affected by the Christmas period and often this under
expenditure is balanced over the year.
This under expenditure relates to the planned regional ticketing system which is budgeted for
this year. A number of unexpected issues have developed with agreeing to the direction to
be taken, and it is unlikely that this project will be completed this year, so this budget may
need to be brought into 2016-17.
POOLS
The pools account is 4.7% behind budget for income and 2.3% ahead of budget for
expenditure. The lower than budgeted income is largely due to a ‘quiet’ December and as
yet unclaimed grants and expenditure is up generally due to increases in staff costs as
outlined in the October report. Regardless, it is expected the Pools will fall closer to budget
as the year continues to progress.
∗∗∗∗∗∗∗∗∗∗
20
21
22
23
24
25
26
TO:
COMMUNITY SERVICES COMMITTEE
FROM:
CHIEF EXECUTIVE OFFICER
MEETING DATE:
TUESDAY 9 FEBRUARY 2016
COMMUNITY DEVELOPMENT PROJECTS
Report Prepared by:
Mary Napper, Community Development Manager
SUMMARY
The Neighbourhood Support Programme continues to expand.
Programme is underway.
The Safe in the South
RECOMMENDATIONS
That this report be received.
IMPLICATIONS
1.
Has this been provided for in the Long Term Plan/Annual Plan?
N/A
2.
Is a budget amendment required?
N/A
3.
Is this matter significant in terms of Council’s Policy on Significance?
N/A
4.
Implications in terms of other Council Strategic Documents or Council Policy?
N/A
5.
Have the views of affected or interested persons been obtained and is any further
public consultation required?
N/A
FINANCIAL IMPLICATIONS
N/A.
NEIGHBOURHOOD SUPPORT PROGRAMME
The development of groups involving Council housing care residents continues to grow. A
meeting for Neighbourhood Support contact people will be held in February 2016 and the
Neighbourhood Support National Manager will visit Invercargill in April 2016.
27
WHO SAFE COMMUNITIES ACCREDITATION
The Safe in the South Accreditation application was submitted to the Safe Communities
Foundation in early December 2015. The programme includes Invercargill City and
Southland District.
We have received positive feedback and await a visit from the accreditation panel on
11 - 12 February 2016. Councillors have been invited to the accreditation ceremony at
7.00 pm on Thursday 12 February 2016 at the Richardson Truck Museum.
“SCFNZ and the review team are impressed with your efforts in producing the
application and the ongoing commitment of coalition member organisations. There
is obviously a lot of passion and commitment to community safety across Southland.
The document was well written and provides a model for other communities to
follow.”
The accreditation document will be available on Council’s website following the signing of
the Safe Communities Charter on 12 February 2016.
RURAL NEIGHBOURHOOD SUPPORT PROGRAMME
The advisory group for the Rural Neighbourhood Support programme pilot has met twice.
Promotion of the programme will commence at the Southern Field Days at Waimumu.
∗∗∗∗∗∗∗∗∗∗
28
TO:
COMMUNITY SERVICES COMMITTEE
FROM:
THE DIRECTOR OF WORKS AND SERVICES
MEETING DATE:
TUESDAY 9 FEBRUARY 2016
SUPERGOLD CARD CONSULTATION
Report Prepared by:
Russell Pearson, Roading Manager
SUMMARY
The New Zealand Transport Agency has been tasked with developing a sustainable
principles-based approach to the annual allocation of funding for the SuperGold
concessionary fare scheme to Regional Councils in time for the 2016/17 year.
Regional Councils have been responsible for developing the methodology for distributing
funding.
NZTA are seeking feedback on the proposed options.
Option J2 (as per Appendix 1) gives the best outcome for Invercargill and it is suggested that
Council supports this option.
RECOMMENDATIONS
That Council continue to provide the SuperGold scheme, reviewing this before the
2018-2019 Land Transport Programme
AND
Council requests the Roading Manager prepare a submission to support Option J2
and authorises the Chair of the Community Services Committee to submit this on
Council’s behalf.
IMPLICATIONS
1.
Has this been provided for in the Long Term Plan/Annual Plan?
No.
2.
Is a budget amendment required?
No.
3.
Is this matter significant in terms of Council’s Policy on Significance?
No.
4.
Implications in terms of other Council Strategic Documents or Council Policy?
No.
5.
Have the views of affected or interested persons been obtained and is any further
public consultation required?
No.
29
FINANCIAL IMPLICATIONS
Dependent on the model selected, as this will determine if any future financial impact occurs.
BACKGROUND
The New Zealand Transport Agency has been tasked with developing a sustainable
principles-based approach to the annual allocation of funding for the SuperGold
concessionary fare scheme to Regional Councils in time for the 2016-2017 year.
The Transport Agency is doing this in collaboration with Regional Councils.
Invercargill City, under delegation from Environment Southland, receives this concession for
travel by SuperGold holders on the Passenger Transport buses.
The SuperGold scheme is a voluntary scheme for Councils to join. Currently Council
receives $0.79 for each trip undertaken during an off peak period, whilst it is free for bus
patrons. This “subsidy” equates to 65% of the off peak fare.
Appendix 1 is the engagement document prepared in consultation with the Regional Councils
across New Zealand.
The total fund which is allocated for this scheme for the 2015-2016 year is $25,186,959, of
which Invercargill is forecasted to receive $27,189.
This scheme in Auckland and Wellington is much more complex than Invercargill as they
cover such services as ferries and trains, but the service must meet specific requirements to
be a contracted service and be eligible for funding.
Regional Councils have been responsible for developing the methodology for distributing
funding.
Attachment 2 of the Appendix outlines the proposed impacts of the models which have been
developed. Option J2 is the current preferred option.
NZTA are seeking feedback on the proposed options.
Option J2 gives the best outcome for Invercargill and it is suggested that Council supports
this option. This option has the least financial impact on Council and whilst our “cut” of the
pie is small, so are our passenger numbers and relative growth in use compared to the big
centres. This option provides a relative stable platform for Council to remain involved with
SuperGold at similar costs to those at present.
The Ministry of Transport will carry out a review of the effectiveness of the funding model in
2018-2019 for inclusion in the next National Land Transport Programme.
CONCLUSION
Council considers whether it wishes to continue to offer the SuperGold service given the
potential funding changes.
Council considers the likely funding impacts of the schemes proposed, selects the most
appropriate scheme and submits its support for this scheme.
∗∗∗∗∗∗∗∗∗∗
30
Appendix 1
31
32
33
34
35
36
37
38
39
40
41
42
TO:
COMMUNITY SERVICES COMMITTEE
FROM:
THE DIRECTOR OF WORKS AND SERVICES
MEETING DATE:
TUESDAY 9 FEBRUARY 2016
BUS SMART AMBASSADOR SURVEY
Report Prepared by:
Russell Pearson, Roading Manager
SUMMARY
During early December 2015 two students undertook the annual survey of the Bus Smart
service over two weeks and included both peak and off peak times. Attached in Appendix 1
is the survey.
Overall, passengers would appear to be slightly less satisfied with the service, which is
reflected in the value for money question (Q3). The overall rating for satisfaction and
likelihood to recommend to a friend or colleague remains high.
The survey continues to give good insight into who is using the service, what component of
the service is being utilised and where improvements to the service can be made.
RECOMMENDATIONS
That the report is received.
IMPLICATIONS
1.
Has this been provided for in the Long Term Plan/Annual Plan?
No.
2.
Is a budget amendment required?
No.
3.
Is this matter significant in terms of Council’s Policy on Significance?
No.
4.
Implications in terms of other Council Strategic Documents or Council Policy?
No.
5.
Have the views of affected or interested persons been obtained and is any further
public consultation required?
No.
FINANCIAL IMPLICATIONS
None.
43
BACKGROUND
During early December 2015 two students undertook the annual survey of the Bus Smart
service over two weeks and included both peak and off peak times. Attached in Appendix 1
is the survey.
A total of 295 passengers were surveyed; 95 during peak travel time and 200 during off peak
travel time.
The survey consisted of 26 questions, with the first 15 questions designed to gauge
passenger satisfaction. These questions were developed by the New Zealand Transport
Agency (NZTA) and the results are provided annually to form part of Council’s Annual
Achievement Return for NZTA subsidised activities. The remaining 11 questions were
developed by Council staff to measure the effectiveness of additional facilities provided in the
buses.
This survey is very similar to previous years and consequently some comparisons are able to
be made to see where service improvements can be made or have been made.
The results
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
Q9
Q10
Q11
Q12
Q13
Q14
Q15
Q20
The bus being on time
How often services run
The value for money of the
fare
Having
enough
seats
available
Ease of getting on or off
Comfort of the inside
temperature
The
helpfulness
and
attitude of the driver
Personal security during
this trip
Overall satisfaction
Ease of getting information
on routes and timetables
Information about service
delays – disruptions
Travel times
How convenient it is to pay
Overall rating
How likely to recommend to
a friend or colleague
2013 – 2014
Results
2014 – 2015
Results
2015 – 2016 Results
(Peak Score/Off Peak
Score)
7.56
7.58
8.40
8.28
8.45
9.08
7.70
7.40 (7.17/ 7.51)
7.92 (7.34/ 8.20)
8.18
9.19
8.47 (8.29/ 8.55)
8.76
8.05
9.24
8.96
8.55
8.15 (8.25/ 8.11)
8.41
8.82
8.12
8.67
9.38
8.61 (8.57/ 8.63)
8.58
8.29
8.83
9.03
8.53
8.20 (7.91/ 8.33)
8.36
5.89
7.24
7.60
8.16
7.92
1.68
8.37
9.19
8.59
1.50
7.91
8.19 (8.02/ 8.27)
8.17
1.68
9.22
8.53
( 1= Very likely –
10 Very Unlikely)
Is the timetable easy to 8.45
understand
44
Survey Findings
The users are most satisfied with:
•
Personal security during the trip
•
Ease of getting on and off
•
Having enough seats
•
Ease of getting timetable and rate information
The profile of the users remains reasonably consistent with the past.
Overall, passengers would appear to be slightly less satisfied with the service and this
reflects through the value for money question (Q3). The overall rating for satisfaction and
likelihood to recommend to a friend or colleague remains high.
Future fare increases may continue to have an effect on satisfaction, although achieving a
higher Farebox ratio remains a key outcome required by NZTA.
The most requested improvement is again more bus shelters.
CONCLUSION
The survey continues to give good insight into who is using the service, what component of
the service is being utilised and where improvements to the service can be made.
∗∗∗∗∗∗∗∗∗∗
45
46
Appendix 1
47
48
49
50