The URL can be used to link to this page

Home My WebLink AboutETC Institute - Proposal to conduct a Parks and Recreation Needs AssesmentA Proposal to Conduct a Parks and Recreation Needs Assessment Project Submitted to The City of Palm Desert by ETC Institute 725 W. Frontier Circle Olathe, KS 66061 (913) 829-1215 October 25, 2005 Table of Contents Cover Letter Firm Credentials 3 Needs Assessment Experience and References Resumes Scope of Services Awk4MIIgw~- Reorder No 7-30505 .. ._ - __.._ .. ._.---.ram.. .-. .,. v, a. ..-�.. �,i�•V•w-rr--�.-. �.. _.._. r-. W. � - .r _ ,r _ � _ .-. ..- ... ... ._.. _ .. �J_ Vu`t:.w. Y1u• r.ra-._._r-..., _ ... .w. ..._ _ _ ...- .-..iiWwiYli-r.a•-•+w•I�.aM........•. _. •... - ..•t�� .. =tra Wr+ rw.. .n T'i lti'^ ' '• _ '••LYrr•yrt, M!µ'^�/i.��.y .__ .... _ . � ♦"• V •.s. _ .. .. .. . .. ..._•M', i. �•M�AMNr`•YY::j t•�i.,_ p1•r`! � � _ - �__ .. _ .. • nr n.-. ♦ ... wSyy, ..,i w.�:Me.-n.,ia .�+!+7►SiM. r.... nr.. ��I�/yJr/y[.:. I� .^ ! A+♦hr w•...r �•-...� .;a r-.' .-.. _ - _._ � _ �- ... .� .. ....�..y-.. ..H+- YI�,W♦.n' .. a�jj-•lt�� rT;v!4►!^'� Mwr.. `.ram.- • '. r.,1...N•'r -♦lar.1"[M'!r" �.. ♦...IM'�'�r.. • Section 1. ETC Institute Assisting Organizations & Communities in Making Better Decisions October 24, 2005 Ms. Janis Steele, Parks and Recreation Services Manager Development Services Department City of Palm Desert 73 -5 10 Fred Waring Road Palm Desert, California 92260 Dear Ms. Steele ETC Institute is pleased to present the enclosed proposal to work with the City of Palm Desert on your Parks and Recreation Needs Assessment Project. ETC Institute has conducted more than 300 parks and recreation needs assessment studies and consulting assignments in 41 states "to help communities and agencies make better decisions." Clients have used our needs assessment surveys both as foundations for internal strategic assessments and as key components of master and strategic planning efforts. We have participated on numerous successful feasibility studies for special facilities, such as community centers, family aquatic centers, community parks, trail systems, etc. ETC Institute is also one of the leading transportation research firms in the United States, and recently completed a regional household travel study for the Coachella Valley Association of Governments. We have worked with communities ranging in size from 3,000 residents up to over 1 million residents. Examples of communities who have selected us to work with them on parks and recreation needs assessment studies include: Arlington County, Virginia Aurora, Colorado Aurora, Ohio Bloomington, Indiana Brunswick, Maine Carmel, Indiana Bend, Oregon Carol Stream, Illinois Castle Rock, Colorado Casper, Wyoming Columbia, Missouri Columbus, Ohio DeKalb County, Georgia Denver, Colorado Elk Grove, Illinois Glendale, Arizona Henderson, Nevada Joplin, Missouri Kansas City, Missouri Kent, Washington Kalamazoo, Michigan Kirkwood, Missouri Las Vegas, Nevada Long Beach, California Macomb Township, Michigan Mesa, Arizona Mundelein, Illinois Naperville, Illinois Norfolk, Virginia Olathe, Kansas Overland Park, Kansas Owensboro, Kentucky Polk County, Iowa Ramsey, Minnesota Peoria, Arizona Provo, Utah Rock Island, Illinois San Francisco, California Shawnee, Kansas Shoreline, Washington South Burlington, Vermont St. Louis County, Missouri Tempe, Arizona Wheeling, Illinois US Army 725 W. Frontier Circle, Olathe, Kansas 66061 ■ (913) 829-1215 0 Fax (913) 829-1591 ETC Institute Assisting Organizations & Communities in Making Better Decisions ETC Institute market research surveys have assisted communities win more than $900 million in voter approved projects over the past five years. We conduct phone surveys and mail/phone surveys, all with in-house staff. Our goal with each survey and project effort is to assist organizations and communities in making better decisions, by providing highly accurate market research information and tools for performance measurement, supported by unparalleled strategic analysis of the survey results. National Benchmarking ETC Institute has an unparalleled database of more than 50,000 survey responses from parks and recreation open space plans, strategic plans, and other planning efforts from communities across the country. This information provides our clients extremely valuable comparative analysis of their citizen's attitudes and priorities with those of other communities. Benchmarking National Averages have been developed for numerous strategically important parks and recreation planning and management issues including: customer satisfaction and usage of parks and programs; methods for receiving marketing information; reasons that prevent members of households from using parks and recreation facilities more often; priority recreation programs, parks, facilities and trails to improve or develop; priority programming spaces to have in planned community centers and aquatic facilities; etc. I will serve as the project manager for your assignment. My experience includes more than 250 needs assessment projects across the country. Chris Tatham, Senior Vice -President with ETC Institute and the project manager for the Regional Household Travel and Transit Survey in the Coachella Valley Association of Governments will serve as the assistant project manager. We are very interested in working with the City of Palm Desert on your Parks and Recreation Needs Assessment Project. If you have any follow-up questions regarding our proposal, please do not hesitate to contact me at 913-829-1215. Sincerely, Ronald A. Vine, Vice -President enclosures RAV:sg 725 W. Frontier Circle, Olathe, Kansas 66061 0 (913) 829-1215 ■ Fax (913) 829-1591 �; •`� . =:fir �' .. � . ._ - ' ., `t.f-,. i'j.i'�Y (�i, y0.."�'•rj7�r` .1 �} t ^ `-F ,ter f ` .;; `/ ,z,`,- ae" .r .... •I .. iti'^,' .�� S, t "aZ��. .ti!•rfA��' :A.t 'L > `A' Y 1r . � ' .5•. � .�j ♦... � t_! _•{ Mar Sys, •eY�: ',, . „f �— ..,. +w!+�Y.F.�., •. ..a dGf,`w.'V..v �� i..�k►�+•r�•...4. h.w+..,,.K.......i:r�.. —..,. .J•l+wlr.Y •r.A }w•c�-.M+rw�+.+ ._..��w+r•-' �.y«v-w�...._ w. .,wMy µ•4••�w .•. '.�+,ti+V"�'r �i �' iaYMt..•+r+• �L•!?r}•ti.:.M� � .._ v.+f•X•w.w«.•r •v:•i��y„,.,..' i .. -. ,. ��w...,..n..saqwr.+•e•r.vly++!,!+r..�.•-rw•_i�..•xe�.r- Y :•:- r.w„�w+.w..jM•.,.�ar.hwr. .. .. .. ...... . .. ....�^.. zin::.;;,: � 'r• _ :wi.aw �'.s�,:v. . •wF`.. :i.',+,i M'i,:.. - - � _ - _ .rf,• • Y.•�,s,t•�—.,,• ��ei..»ir•;.A .�.,. s.- ri.+•%fr+r'r�+r_...•... .. .._.._..._ ... ETc Firm Overview FIRM DESCRIPTION & CAPABILITIES ETC Institute is a 62-person, market research firm that specializes in the design and administration of market research for state and local governmental organizations. Areas of emphasis include: public opinion surveys, transportation market research, citizen satisfaction surveys, parks and recreation surveys, community benchmarking analysis, employee and organizational surveys, focus groups and stakeholder interviews. The company is woman -owned and certified as a Disadvantaged Business Enterprise (DBE). Since 1982, ETC Institute has completed research projects for city and county governments in 37 states and maintains benchmarking data for more than 100 communities. ETC Institute has designed and administered more than 750 statistically valid surveys and our team of professional researchers has moderated more than 700 focus groups and 1400 stakeholder meetings. Our ability to interpret and to provide guidance based on the results of statistically valid community - based research for city and county governments leaders is unparalleled. A sampling of our parks and recreation survey clients includes the following communities. Arlington County, Virginia Henderson, Nevada Peoria, Arizona Aberdeen, South Dakota Independence, Missouri Pinellas County, Florida Aurora, Ohio Jackson, Wyoming Provo, Utah Battle Creek, Michigan Kansas City, Missouri Rolla, Missouri Bend, Oregon Kalamazoo, Michigan Ramsey, Minnesota Bloomington, Indiana Key Biscayne, Florida Radnor, PA Casa Grande, Arizona Kirkwood, Missouri Richmond, California Castle Rock, Colorado Las Vegas, Nevada Rock Island, Illinois Casper, Wyoming Loveland, Ohio San Francisco, California Claremont, New Hampshire Long Beach, California Shawnee, Kansas Columbus, Ohio Macomb Township, MI Sherman, Texas DeKalb County, Georgia Macomb, Illinois Shoreline, Washington Deerfield, Illinois Mesa, Arizona Somerset County, NJ Denver, Colorado Montrose, Colorado State of Connecticut Durham, North Carolina Mundelein, Illinois State of Rhode Island Elk Grove, Illinois Naperville, Illinois St. Louis County, MO Everett, Washington National Park Service South Burlington, VT Fairfax County, Virginia Norfolk, Virginia Tempe, Arizona Foothills Park District, CO O'Fallon Missouri Tucson, Arizona Fort Wayne, Indiana Olathe, Kansas United States Army Fulton County, Georgia Ormond Beach, Florida Victor, New York Glendale, Arizona Overland Park, Kansas Westland, Michigan Greenville County, SC Owensboro, Kentucky Wheeling, Illinois ETC Institute Finn Overview - 1 Firm Overview Metropolitan Planning Organizations. ETC Institute has helped metropolitan planning organizations in more than a dozen states gather input from residents and stakeholders in the community on a wide range of issues including: transportation, air quality, economic development, international trade, employment, childcare, public transit, parks and recreation, quality of life, education, public safety, stormwater, water quality, and a wide range of other issues. Clients during the past two years include: ➢ Pikes Peak Area Council of Governments ➢ Mid America Regional Council ➢ Bi-State Development Agency ➢ Kentuckiana Regional Planning and Development Agency ➢ Jacksonville Urban Area Metropolitan Planning Organization ➢ Southern California Association of Governments ➢ Joplin Urban Area Metropolitan Planning Organization ➢ Southeast Council of Governments ➢ North Front Range Metropolitan Planning Organization Survevs of U n derserved/E nviron mental Justice Groups. ETC Institute excels in the recruitment of traditionally underserved populations to participate in community surveys. These populations include non-English speaking persons, persons with disabilities, low-income mothers with children, inner city and rural poor, and the elderly. Employee Survevs: ETC Institute has an internal division that specializes in the design of employee surveys for state and local governmental organizations. The division, which is led by Dr. Robert Cicerone, helps state and local agencies integrate the results of external customer surveys with the results of employee surveys to develop performance measurements that are designed to enhance organizational performance. Our Research is Implementation Oriented: ETC Institute specializes in helping organizations use market research to make better decisions. During the past four years, the results of our market research have lead to more than $2 billion in funding initiatives by state, municipal and county governments as well as numerous nonprofit organizations. Projects that have been funded include: ➢ a wide range of community redevelopment projects ➢ transportation initiatives ➢ open space acquisition and park improvements ➢ improvements to schools and health care institutions ➢ water and electrical utility improvements tourism attractions ➢ neighborhood improvements ➢ downtown revitalization projects ➢ the development of numerous specialized leisure facilities such as community centers, aquatic centers, and sports facilities. ETC Institute Firm Overview - 2 Firm Overview Small Business ofthe Year. ETC Institute was recently awarded the Greater Kansas City Chamber of Commerce's ATop 10 Small Business of the Year Awards for 2001. ETC Institute was selected from more than 1,700 nominees for the award. Commitment to quality and superior customer service were two of the reasons the firm was selected as this year's recipient. Best Place to Work. ETC Institute was also recently selected as one of the "Best Places to Work in Greater Kansas City" by the Kansas City Business Journal. ETC Institute received special recognition for our commitment to have a diverse work environment with regard to race/ethnicity, gender, faith, physical ability, and age. In -House Capabilities ETC Institute's in-house capabilities will more than adequately meet the requirements for this study. ETC Institute's in-house resources will allow the project team to monitor all phases of the survey administration process, which will ensure that the highest standards of quality are maintained. In- house services include: ➢ Statistically Valid Surveys: Research efforts range in size from several hundred surveys to more than 15,000 surveys. Last year, ETC Institute surveyed more than 200,000 persons across the United States on behalf of 184 different organizations. ETC Institute's market research accuracy and attention to client needs is unparalleled. ➢ Stakeholder Interviews and Focus Groups: ETC Institute has facilitated focus groups and stakeholder interviews for organizations across the United States ➢ Internet -based Market Research: ETC Institute can help organizations gather input via the Internet with our Internet -based market research division. Internet -based surveys are suitable for a wide range of purposes including: customer surveys, employee surveys, and other purposes. ETC Institute Firm Overview - 3 Geocoding Experience and Capabilities ETC Institute staff has successfully geocoded dozens of surveys for market research surveys during the past three years. Our GIS team will bring highly developed and current skills in automated information collection, data cleanup and manipulation, state-of-the-art geocoding, and database development to this assignment. Our planners and technicians routinely support transportation planning, parks and recreation planning and other planning and modeling effort around the country. ID Longitude 171-94796940 644-94804868 102 J 97 Firm Overview 38908137 38879471 Over the past several years, our GIS team 1J has geocoded a wide range of address ±.g information including: • Origins and destinations for W_* household travel and roadside r intercept surveys • Visitor destinations for tourism -related projects • Locations of residents who are satisfied or dissatisfied with the quality of city services • Locations of residents who have needs for various types of parks and recreation programs and facilities • Location of persons who are likely to support various election issues • Locations of persons who have experienced flooding in their homes • Locations of businesses and non-profit organizations who would support stormwater fees and many other types of data Our GIS technicians have developed an exceptional working relationship that benefits our clients through improved data reliability and ability to deliver top quality product on time and on budget. At ETC Institute, we accurately geocode (provide longitude and latitude) lists of addresses, intersections, place names, tourist attractions, transit stops, and almost any other location records anywhere in the U.S. with very high match rates. Our record "hit" rates are well above the industry average thanks to our well -thought-out, systematic, and rigorous record quality assurance process (REQAP), which begins at the survey design stage and continues until the last record has been geocoded and verified. ETC Institute Firm Overview - 4 .... .. _.. .. . .. ... 4". ..l . � .. � S "j'•. � . . _ .; . .. .. � ++, v..... . _..-.._.... .�•inrti� � 1eV-. v�� +��!•�4r�►�ay/^.v rn+y�n..- r.M1f �.�t.: r.. �.�wu�!±•w�.�_ ..� rr .. .. � .��. .. �.. ._ -- ._ .. _. -•�4 ntyr _.. ..... r. � � .r _. _ _. __.. _...c __ ._�. _ ._ . _ Parks and Recreation Needs Assessment Experience Major Related Project Experience PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2004) East Baton Rouge, Louisiana Leisure Vision conducted a statistically valid mail/phone survey for this community of over 300,000 residents. The survey was used as a key component of a parks and recreation master planning effort that was conducted for East Baton Rouge. The goal was to obtain at least 500 completed surveys. This goal was accomplished, with 516 surveys being completed. The results of the random sample of 516 households have a 95% level of confidence with a precision of at least +/-4.3%. Extensive cross -tabular analysis of survey responses was conducted for a wide range of demographic factors, including age of respondents, gender, household size, household type, support for voter election, etc. 017. Actions Respondents Are Most Willing to Fund With Tax Dollars by percentage of respondents (three choices could be made) Upgrade existing pane, shelters, playground areas Develop w aidng/bi ing trails in existing parks Upgrade existing youth/adult athletic fields Purchase land to preserve open space, etc. Develop areas inparks for fancy reunionsDevelop trails connecting ma)or destinationsDevelop more pubic fishing areas 15%Inprove Nrldng LotsJF!21 Develop additional historical & cultural fact 11% Develop dog parks10% Purchase land to develop passive parks0% Develop a skate park Develop additional athletic fields Developrrrprove equestrian centers Develop hobby parks Develop tinting walls other ; 32% /o o% 1oi° 2as�o 3o°io 4o°io The results from the survey �.i0% wt�rrg ■2nd INbst Wing O3rd Most YViing served as a cornerstone for a Sourcc Lasu¢ Vision/ETC Insnmrr (Mitch 2004) voter election held in November of 2004. The voter election was selected, resulting in over $200 million in approved projects. PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2004) Bend, Oregon Leisure Vision conducted a statistically valid mail/phone survey for this rapidly growing Oregon community. The survey was conducted to help establish priorities for the future development and maintenance of parks and recreation facilities, programs and services within the community. as part of a comprehensive parks and recreation master plan. The goal was to obtain at least 600 completed surveys. This goal was far exceeded, with 707 surveys being completed, including 372 by mail and 335 by phone. The results of the random sample of 707 households had a 95% level of confidence with a precision of at least +/-3.7%. The response rate for the entire survey was 33%, based on 2,163 surveys being delivered and 707 being completed. ETC Institute Needs Assessment Experience - 1 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2003) Champaign Park District, Champaign, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2003 for this community of 70,000 residents. The survey is being used as a key component of a strategic planning effort that is being conducted by park district staff, which includes major planning for renovation and expansion of outdoor and indoor programming areas, trails, aquatic facilities, theater spaces, etc. More than 800 surveys were completed through a combination of a mail/phone survey. Results from the survey were divided into 5 geographic areas of the Park District. As part of the study, Leisure Vision conducted a series of stakeholder interviews, focus groups, and public forums to visit with key decision -makers, partner organizations, stakeholders from the public, non- profit and private sectors, and community residents to understand issues of key importance to ask on the citizen survey. The survey focused on key issues impacting customer services for the Park District, including current usage and satisfaction with parks; participation in recreation activities, priority programs to be developed, needs and unmet needs for 29 different outdoor and indoor parks and recreation facility types, the success of marketing programs, barriers to using the current system, priority importance for developing a wide range of parks, trails, and recreation facilities, and funding options from both tax and non -tax sources. Visitation of Parks Per Year in Selected Illinois Communities Compared to National Averages 100% 83% 85'�- ao�ro 78�io - - - - - - -'2 /-- - - — —2% 7o r- _ - 60% - -- F- --- -- - - - ---- -- 40% -- - - - -- ---- -- 20% - ---- - - - - - 0% Extensive cross tabular analysis of survey ln,ve Yuiwl M responses was conducted for a wide range of demographic factors, including geographic location of households, age of respondents, gender, household size, income, ethnicity, users and non -users of the park system, etc. Results from the survey were also compared to Leisure Vision's national data -base of survey responses from communities across the country as well as Illinois communities. 1 ETC Institute Needs Assessment Experience - 2 Parks and Recreation Needs Assessment Experience PARKS, RECREATION, & OPEN SPACE MASTER PLAN (2001) Denver, Colorado Leisure Vision worked on a consulting team to conduct this 2001 long range planning study for this community of over 1 million residents. Leisure Vision conducted a statistically valid mail/phone survey of over 1,700 households within the City of Q4 Denver and Denver County as a cornerstone • The Top Choices of Responding Households for the of the public involvement and consensus Following Types of Outdoor Parks, Recreational Facilities, development process. or Trails in the City of Denver by perm°h0e of Ayonoeots The survey focused on key issues impacting the master plan including customer satisfaction with existing city parks and mountain parks, unmet needs for new recreation facilities, trails, and programs, initiatives for replacing/renovating indoor and outdoor recreational facilities, improvements to the mountain parks, and t funding priorities. Results from the survey were presented as per geographic area of the community, ethnicity, gender, age of respondent and other key demographic factors. Nnhioc&opo pans .73 jb t.yt mull.usa oaks 43% 111 nlw pans 4 ✓8% Conyy Awv.kdldana4lat, Parkways y20% ' 1 s% puck °oa cans i �a 0 ouldo« s--o PXft 130k AthWc cwrts 10% Nona SNa 1 0% 20% 40% 60% JEFvst Chace ■Second Chace ❑Thud Chace ■Fourth Chace Srrsa LcIWn �"alai FT(':c9M1utc tJlak, ''1CIl INDOOR FAMILY AQUATIC CENTER FEASIBILITY SURVEY (1997-98) Casper, Wyoming 80% Leisure Vision conducted a survey of residents as part of this feasibility study process for this city of 75,000 persons. Key questions on the survey included issues relating to preferred aquatic spaces, r visitation levels, support for various locations and support for partnering, fees that users were willing to pay, and support for various sources for funding the capital costs for the center. Results from the study showed significant public support, gaining support for the project to be considered in a comprehensive package of projects to be funded through sales tax revenues. The community has moved forward on developing the family aquatic center. i ETC Institute Needs Assessment Experience - 3 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2005) City of Montrose and Montrose Recreation District, Montrose, Colorado Leisure Vision conducted a Community Attitude and Interest Survey during February and March of 2005 for the City of Montrose and the Montrose Recreation District to help establish priorities for the future of parks and recreation facilities, programs and services within the community, including the development of a new community center. The survey was administered by a combination of mail and phone. Leisure Vision worked extensively with City of Montrose and Montrose Recreation District community members and officials in the development of the survey questionnaire. This work included 2 days of on - site meetings to conduct a series of focus groups, stakeholder interviews and a public forum so that the survey was tailored to issues of strategic importance to effectively plan the future systems. In February of 2005, surveys were mailed to a random sample of 2,500 households in the Montrose Recreation District, including the City of Montrose. Approximately 3 days after the surveys were mailed, each household that received a survey received an electronic voice message encouraging them to complete the survey. Additionally, Q12. How Respondents Would Vote to Fund the Development and Operations of a New Community/Recreation Center Through the Fees and Tax Source They Favored about 2 weeks after the surveys were mailed, Leisure Vision began contacting households by phone, either to encourage completion of the mailed survey or to Might Vote in Favc administer the survey by phone. "% by peMentage of miponeents Vote in Favor 49% Against 14% Not Sure The goal was to obtain at least 500 20% completed surveys within the Montrose ET; hWullN— Y") Recreation District. This goal was far exceeded with 658 surveys being completed. Of the 658 completed surveys, 520 surveys were completed by mail and 138 were completed by phone. The results of the random sample of 658 households have a 95% level of confidence with a precision of at least +/-3.9%. The overall response rate for the entire survey was 26%. This response rate is excellent for a mail/phone survey of this length. The results of the survey showed strong usage and satisfaction with the current system and support for developing a new indoor community center. The community is moving forward on a parks and recreation master plan to implement recommendations from the survey. ETC Institute Needs Assessment Experience - 4 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2005) The Foothills Park and Recreation District, Colorado Leisure Vision conducted a Community Interest and Opinion Survey during May and June of 2005 for the Foothills Park and Recreation District to help establish priorities for the future needs of recreation facilities, programs and services within the community. The survey was designed to obtain statistically valid results from households throughout the Foothills Park and Recreation District. The survey was administered by a combination of mail and phone. Leisure Vision worked extensively with Foothills Park and Recreation District officials, as well as members of the GreenPlay, LLC project team in the development of the survey questionnaire. This work allowed the survey to be tailored to issues of strategic importance to effectively plan the future system. In May of 2005, surveys were mailed to a random sample of 2,504 households in the Foothills Park and Recreation District. Approximately three days after the surveys were mailed, each household that received a survey received an electronic voice message encouraging them to complete the survey. Additionally, about two weeks after the surveys were mailed, Leisure Vision began contacting households by phone, either to encourage completion of the mailed survey or to administer the survey by phone. The goal was to obtain a total of 600 completed surveys. This goal was accomplished, with 690 surveys having been completed. The results of the random sample of 690 households have a 95% level of confidence with a precision of at least +/-3.7%. PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2004-05) Somerset County, New Jersey Leisure Vision is currently conducting a statistically valid mail/phone survey for this community of over 400,000 residents. The survey was used as a key component of a parks and recreation master planning effort. The goal for the survey is to obtain at least 800 completed surveys. The survey is being administered by mail and phone. Extensive cross -tabular analysis of survey responses will be conducted for a wide range of demographic factors, including age of respondents, gender, household size and types, income, education, etc. Results are also being compared to Leisure Vision's national database of survey responses. Leisure Vision is additionally conducting a benchmarking survey regarding the supply of parks and recreation facilities and capital funding sources from up to 20 comparable park systems across the country. ETC Institute Needs Assessment Experience - 5 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2005) Teton County/Jackson, Wyoming Leisure Vision conducted a Community Attitude and Survey from May to July of 2005 in Teton County/Jackson, Wyoming to help establish priorities for the future development of parks and recreation facilities, programs and services within the community. The survey was designed to obtain statistically valid results from households throughout Teton County and the Town of Jackson. The survey was administered by a combination of mail and phone. Leisure Vision worked extensively with Teton County/Jackson Parks and Recreation Department officials in the development of the survey questionnaire. This work allowed the survey to be tailored to issues of strategic importance to effectively plan the future system. In May of 2005, surveys were mailed to a random sample of 2,503 households in Teton County. Approximately three days after the surveys were mailed each household that received a survey also received an electronic voice message encouraging them to complete the survey. Additionally, about two weeks after the surveys were mailed Leisure Vision began contacting households by phone, either to encourage completion of the mailed survey or to administer the survey by phone. 012. How Often Respondent Households Would Use the Teton County/Jackson Recreation Center if it Was Expanded with the Types of Program Spaces They Would Use Most Often 0 by percentage of respondents Several times per week Once per week 32% 14% A few times a 16% Monthly I 8% Less than once a month 11% S-- 1-6— I.•rooNETC lrslmm thdy 2W5) Never 18% response 1% The goal was to obtain a total of 400 completed surveys. This goal was accomplished, with 418 surveys having been completed. The results of the random sample of 418 households have a 95% level of confidence with a precision of at least +/-4.7%. ETC Institute Needs Assessment Experience - 6 Parks and Recreation Needs Assessment Experience STRATEGIC NEEDS ASSESSMENT SURVEY (2000) Henderson, Nevada Leisure Vision completed this year 2000 parks and recreation citizen survey for the City of Henderson, Nevada. Henderson is the fastest growing community in the United States, with a population approaching 200,000 persons. The citizen survey was conducted as a cornerstone for the department's internal strategic management and planning assessment process. Key components of the statistically valid survey included 1,000 household surveys being completed, including 200 surveys being completed in each of 5 planning districts for the city. Survey questions addressed issues relating to parks usage and satisfaction, recreation programming usage and satisfaction, sports program areas that were used by participants, ` facilities and parks that were most frequently used, priority importance for improvements to the current system, new parks, facilities and trails, and priority support for new programs. Participated in Programs Offered by the City Br a+on+4. d tipuWrb vro nAcrp urr a aer nrnpn tl err Corm P-10 yen CRr erv— Any 1ti P.— Yrr HENDERSON NATIONALAVERAGE Yes No •9.0% 89 0% Yes All survey results were broken down by gender, age of respondent, length of residency, as well as geographic location. The survey results were further compared to national benchmarks of citizen responses compiled by Leisure Vision from communities across the country. PARKS AND RECREATION MASTER PLAN AND NEEDS ASSESSMENT (2002) Claremont, New Hampshire Leisure Vision served as the prime consulting firm for this master plan for this community of 20,000 residents. Principal responsibilities included: conducting a series of focus groups and stakeholder interviews, development and analysis of a statistically valid phone/mail survey of over 400 residents to understand unmet needs and priorities for facilities and programs, satisfaction with present services, evaluating the potential benefits of renovating an existing community center as compared to developing a new community center, support for various sources to fund recommendations, and an action plan for implementation of the study recommendations. ETC Institute Needs Assessment Experience - 7 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT STUDY (20034) Morris County Park Commission, Morris County, New Jersey Leisure Vision conducted a statistically valid mail/phone survey for this County of over 600,000 residents. The survey was used as a key component of a strategic planning effort that was conducted by the Park Commission. 800 needs assessment surveys were completed through a combination of a mail/phone survey. Results from the survey were geocoded so that survey results could be mapped through the Park Commission's GIS system. As part of the study, Leisure Vision conducted a series of stakeholder interviews, focus groups, and public forums to visit with key decision -makers, partner organizations, stakeholders from the public, non-profit and private sectors, and community residents to understand issues of key importance to ask on the citizen survey. 02. What Is Total Acres of Parks in Your Park System Per 1,000 Residents? Per 1,000 Resdents in Community Lake County, Illinois Montgomery County, MD Prince George County, MD Throo hlwrs, MinnnMa somerset County. Now Jorsel Morris County, Now Jorge) Fairfax County, Virginia Monmouth County, Now Jorsal Westchester County, W Hamilton County, Ohio Columbus d Franklin County, OH Leisure Vision additionally conducted a St. Louis County, Missouri benchmarking survey regarding the wntCounty, Michigan 19.39 supply 1 of arks and recreation facilities Wayne County, Michigan 2.56 P Awrape and capital funding sources from 10 0 10 comparable county park systems across the country. A slide showing one of the findings from the benchmarking study is illustrated to the left. RECREATION MASTER PLAN (2003) San Francisco, California _ 36,97 34.15, 31.88 31.71 W,122 z9.1s .09.o7 - 18.59 94%ot . 17.96 Households 115 support Ac7u� 13.76 More Open Space - 49.09 20 30 40 50 ItiAcres per 1000 reedents Leisure Vision conducted a statistically valid survey for the San Francisco Recreation Department as part of a long-range master plan for recreation services. The survey was administered through a combination of a mail/phone survey. Leisure Vision completed 1,000 surveys for the project. Survey questions addressed a full -range of program usage and satisfaction questions, barriers to usage of recreation programs, unmet needs for recreation programs and facilities, and priority new programs and facilities to develop. Extensive cross tabular analysis of survey responses was conducted for a wide range of demographic factors, including gender, age of respondent, household size and composition, ethnicity, length of residency, income, etc., as well as comparisons of the responses from San F_ancisco to Leisure Vision's national benchmarking data base. ETC Institute Needs Assessment Experience - 8 U Parks and Recreation Needs Assessment Experience FAMILY AQUATIC CENTER FEASIBILITY STUDY (2000) Rock Island, Illinois Leisure Vision served as the prime consultant on this 1999 feasibility study for the city of Rock Island and the Rock Island Park District regarding the feasibility of developing an outdoor family aquatic center for the community. Q8. Aquatic Features Respondents Would Be Most Likely to Use if Included in Outdoor Aquatic Programming As part of the study, Leisure by percentage of respondenls(three choices could be made) Vision conducted a survey of 550 households within the market to be served by the family aquatic center. 400 of the households were within the city limits of Rock Island and 150 households are within a market area immediately outside of Rock Island that the aquatic center would need to draw customers from. Based on the results of the survey, a line item operational budget was developed for the proposed aquatic center. The aquatic center opened in 2003. Water slides A shallow pod for infants or toddlers Lap lanes for exercise, lessons and tap sw mmng A lazy river that allows you to float on a raft An area w rth deep w ater for diving A leisure pod with gentle slope entry Water spray features Park playground Concession area 17% 50 meter lap lanes 9% Other 2% 0 yo 10% 20% 30% 40% 50% IMMst Referred 02nd Most Referred C33rd Most Preferred Source Lasu Vision/FTC Institute INDOOR FAMILY AQUATIC CENTER FEASIBILITY SURVEY (1997-98) Casper, Wyoming Leisure Vision conducted a survey of residents as part of this feasibility study process for this city of 75,000 persons. Key questions on the survey included issues relating to preferred aquatic spaces, visitation levels, support for various locations and support for partnering, fees that users were willing to pay, and support for various sources for funding the capital costs for the center. Results from the study showed significant public support, gaining support for the project to be considered in a comprehensive package of projects to be funded through sales tax revenues. The package of projects, including the family aquatic center was approved for funding. ETC Institute Needs Assessment Experience - 9 Parks and Recreation Needs Assessment Experience NEEDS ASSESSMENT AND COMMUNITY CENTER FEASIBILITY STUDY (2002) Key Biscayne, Florida Leisure Vision conducted this 2002 study to bring consensus to this Florida community regarding the priority importance of various outdoor and indoor programming spaces. Components of the study included stakeholder interviews, focus groups, a statistically valid survey of 400 households, and extensive economic analysis of survey results. Questions on the survey related to issues involving the unmet need for various indoor and outdoor programming areas, the priority need for indoor and outdoor programming spaces, potential usage of a new indoor community center, fees, which would be paid to use the facility, and voter support. Results from the survey were used as a cornerstone of a successful voter election to build a $10 million plus indoor community center. Percentage of Key Biscayne Households Who Would Use Various Programming Spaces in a New Community Center by percentage of respondents Wth at leas f person in the household who would use the 1pace Facities for dte performing arts/musc Areas for dance, aeroocs. and f dress Indoor fitness area w M w eghts/Cardo equip Casual, famly oriented concessons/eatrg Yeas hdoor gym for baskeMak dance. etc Arts and crafts studio Aborts for rneetngs. classes, community activities Outdoor sw MnN pool w M lanes for practice Indoor w atkng or ru nrg track Garr room 6 indoor activity area for youtMeens Confiner tab Floorrs trot can be rented for hrtnday parties Qrldoor sw VMV pool w sT w ater play features indoor play area for children Wellness centers to proms neaM Activity area for senior carerks warm- ate, therapy pocks for senors Toddler room with prograny/childcare S— t.,. V,uaNFTcLo.r„.lrfst.y:oo_t 0 YO PARKS AND RECREATION MASTER PLAN (1999 and 2004) Olathe, Kansas 49% 4°/d 46% 4�% 45% P3442'/v yo 133% 33% 32°/. 30% 2 % nxofrho.. 25% surveyed wou o 21% us. at bast 1 programming 20% span 13° , 10% 20% 30% 40% 50% 60% 70% Leisure Vision worked as part of a consulting team on this long range planning study for this Kansas City metro area City of over 100,000 citizens. As a component of the master planning process, Leisure Vision conducted a statistically valid survey of 600 households to understand resident opinions and priorities regarding future parks, trails, and recreation facilities being considered by the city. Survey results were strategically integrated into other master planning efforts, including further cross tabular analysis regarding household preferences by various demographic and location variables. Leisure Vision additionally conducted benchmarking surveys comparing Olathe's park system with that of 7 other communities for factors such as numbers of parks and recreation facilities, fees, staffing levels, funding levels for capital improvements, interlocal agreements, etc. Leisure Vision worked with other team members developing informational packets based on the master planning process for a sales tax election. In November of 1999 a `des" vote was received by over 65% of Olathe voters to support the package of parks and recreation improvements. In 2004, Leisure Vision worked with other team members on developing an update to the master plan. In November of 2004 a `des" vote was again received by Olathe voters to support approximately $30 million in parks and recreation improvements. ETC Institute Needs Assessment Experience - 10 Parks and Recreation Needs Assessment Experience STRATEGIC NEEDS ASSESSMENT STUDY AND MASTER PLAN (2002) (2004) Arlington County, Virginia Leisure Vision conducted a parks and recreation needs assessment survey for this community of 175,000 residents, as a key component of an internal parks and recreation master plan conducted by department staff. Leisure Vision worked closely with a community based steering committee on the design of the survey instrument and with staff of the agency in interpreting the results as a cornerstone of the master planning process. 800 household surveys were completed, including between 175-225 surveys in each of 4 planning districts for the County. Survey questions addressed issues relating to parks usage and satisfaction, recreation programming usage and satisfaction, sports program areas that were used by participants, facilities and parks that were most frequently used, priority importance for improvements to the current system, etc. All survey results were broken down by gender, age of respondent, length of residency, as well as geographic location. The survey results were further compared to national benchmarks of citizen responses compiled by Leisure Vision from communities across the country. Leisure Vision additionally worked with the agency in developing a survey which was distributed through the schools to middle school and high school aged youngsters. In 2004, Leisure Vision worked with the Parks and Recreation Department on a follow-up survey effort regarding development of an indoor aquatic and community facility and other parks and recreation amenities. The initial need for the indoor aquatic center came out of the 2002 survey. Results from the 2004 survey were used to help pass a $75 million bond election for the indoor aquatic center and other parks and recreation projects. PARKS AND RECREATION MASTER PLAN (2001) Peoria, Arizona Leisure Vision staff served as team members for this 2001 planning study lead by a design firm for Peoria, Arizona, a community of 100,000 residents. Principal responsibilities included: development and analysis of a statistically valid phone/mail survey of over 500 residents to understand unmet needs and priorities for facilities and programs, satisfaction with present services, and support for various sources to fund recommendations; two (2) benchmarking surveys for 6 comparable communities for issues such as numbers and types of parks, recreation, and trail facilities, interlocal agreements, capital and operating budgets, staffing, and fees and charges; a strategic analysis of 12 major program areas, for issues such as program life cycle, program and revenue growth, marketing, major strengths and weaknesses of the program and recommendations to address community needs; and a review of current and potential funding sources to implement the master plan. ETC Institute Needs Assessment Experience - 11 Parks and Recreation Needs Assessment Experience COMMUNITY CENTER FEASIBILITY STUDY (1999) Columbia, Missouri Leisure Vision conducted a statistically valid phone survey of 400 households as part of a design/planning team to test the feasibility of developing a multi -million dollar community center in this city of 80,000 residents. Questions on the survey addressed issues including priority program spaces for the community center, pricing strategies for membership and daily admissions, frequency of visitation by potential users, support for capital funding, and potential voter support for the project. Extensive cross -tabular analysis of survey findings were conducted to understand issues of importance to various age groups, genders, etc. Q5. Top Three Indoor Features that Residents Would Use the Most by percentage of respondents (Three choices could be made) Weight roonVCardiovascular equipment area Indoor recreational pool with featuresAvater slide Indoor runningnvalWng track Indoor pool for exerose swimming Aerobkslfitness space Space for senor acthnbes 17% Gymnasiums for basketball and volleyball 14% Mutbpurpose space for classes and meetings 13% Ice skating nnk 13% ' Space for teen actnjbes 11 % Indoor pool for ccimpetiWe swimming 8% Performing arts center 791 RacquetbalVhandballfwallyball courts 7% Dance rooms for WMalletroallrborrVsouare dahong 59'0 Arts and crafts rooms 5% Rock climbing wall 3% Banquet and catenrlg facaium 3% InObW soccer 2% ' none chosen 12% 21% 26% J 33% 30% Results from the survey were used 0% 10% 20% 30% 40% as a key in shaping program spaces Source Lasure blsioNETC Insmwv lDttertber. 2000 IMFrst cno.ceSecond choice OTnro cnoice for the community center. Results from the survey were also used in developing pricing strategies for yearly and daily admission fees. A successful sales tax voter election was held in August of 1999. The center is currently open and operating. AQUATIC FACILITIES NEEDS ASSESSMENT (2001) Cedar Rapids, Iowa Leisure Vision conducted a statistically valid phone survey in 2001 for this community of 90,000 residents to understand community support for various tax sources for funding capital improvements and new facilities for the public pool system. Questions on the survey addressed issues including usage of the public pools, importance of having public pools, support for funding capital projects with property taxes and support for funding capital projects with various sales tax amounts. Results from the survey indicated community support for funding improvements through a sales tax election. In the summer of 2001 voters passed a multi -million dollar package of pool improvements to be funded through a new sales tax with a sunset clause. J ETC Institute Needs Assessment Experience - 12 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2002) Elk Grove Park District, Elk Grove, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2002 for this suburban Chicago community of 30,000 residents. The survey will be used as a key component of a strategic planning effort that is being conducted by park district staff, which includes major planning for renovation and expansion of indoor programming areas and aquatic programming features. Leisure Vision conducted a statistically valid mail/phone survey in 2002 for this suburban Chicago community of 30,000 residents. The survey will be used as a key component of a strategic planning effort that is being conducted by park district staff, which includes major planning for renovation and expansion of indoor programming areas and aquatic programming features. The survey focused on key issues impacting customer services for the Park District, including current participation in recreation activities, priority programs to be developed, customer satisfaction with existing services, barriers to using the current system, unmet needs for new facilities, trails, and programs, need for expansion of indoor programming areas, etc. Results from the survey were recently used in a successful voter election to develop a $9 million family aquatic center PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2004) Lindenhurst Park District, Lindenhurst, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2004 for this suburban Chicago area community. The survey is being used as a key component of a five year comprehensive park district master plan that is being conducted by park district staff, which includes major planning for renovation and expansion of outdoor and indoor programming areas, trails, aquatic facilities, etc. The minimum goal was to receive 400 completed surveys, with 300 being from households throughout the Lindenhurst Park District, and 100 from Village of Lake Villa residents. This goal was far exceeded. A total of 553 surveys were completed, including 452 from Lindenhurst Park District residents and 101 from Village of Lake Villa residents. The results of the random sample of 553 households have a 95% level of confidence with a precision of at least +/- 4.2%. Q9. How Often Respondent Households Used the Lindenhurst Community Center During the Past Year s to 1 c 99 11 to 19 5% 20orn 1 by Percentage or respondents 1 to 5 visrts As part of the study, Leisure Vision Don't know conducted a focus group with the 22% Lindenhurst Park Board to develop 5- L.. VisiwETC ln9nurc,SV4=be:0041 survey questions as well as a presentation to the Park Board of final survey results not used 10% As part of the process, survey results from key questions in the Lindenhurst survey were compared to Leisure Vision's "National Benchmarking Database" of communities across the country, including numerous Illinois communities. ETC Institute Needs Assessment Experience - 13 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2003) Deerfield Park District, Deerfield, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2003 for this suburban Chicago area community. The survey was used as a key component of an in-house assessment by the park district board and staff, which included major planning for renovation and expansion of indoor programming areas and aquatic programming features. More than 500 surveys were completed through a combination of a mail/phone survey. Questions on the survey were developed based on a focus group with the Park District and key staff. Q6. Organizations that Respondent Households Use Within the Deerfield Park District for Parks and Recreation Programs and Facilities by percentage of respondents(multiple cmoices ooWa be maua) The survey focused on key issues DaN10dPWK06tn�ct r6% impacting customer services for the Park Lake CounlyPormtPf%eNe 42%' District, including current usage and Pnvateckibs satisfaction with parks; participation in Park DrtnctsnsumouMrpcorymx" �sq° recreation activities, priority times and Pmatey0MspofLsWgum zs% days of the week for recreation programs to Pnvater6tructon �% Deerfield Park be held, priority programs to be developed, �es c" 20% ; oistrkxisnb needs and unmet needs for 28 different YACA/JCC c"ganiatlort That 16% Has tlwHioast outdoor and indoor parks and recreation Mate scrods 13% Pereenhpe of H&,a.hokl users facility fi,�,es the success of marketing ty types, g HyraDwners Assocetons/apl conoteK A across Cross Tabular Areas programs, options for redeveloping outdoor oar sV° aquatic facilities in the community, support None. 0o no; use any organeawns 13% for development of various indoor 0% 10% 20% 30% 40% 50% so% 70% S.— Ln V,.-ETC I°unwi (\o.a°ber M3) programming spaces, priority importance for developing a wide range of parks, trails, and recreation facilities, and support for tax based funding options. Following completion of the survey, a consensus workshop was held with the Park District Board and administrative staff. The consensus workshop principally focused on developing an action strategy for addressing indoor programming spaces and aquatic needs. Based on the results of the survey and the consensus workshop, the Park District has moved forward in addressing citizen needs. ETC Institute Needs Assessment Experience - 14 Parks and Recreation Needs Assessment Experience PARKS & RECREATION OPEN SPACE COMPREHENSIVE AND STRATEGIC PLAN (2002) Bloomington, Indiana Leisure Vision served as the prime consultant on this 2001-2002 parks and recreation comprehensive and strategic planning effort for this community of 75,000 residents. Ron Vine served as project manager. The community of Bloomington desired to take a very citizen driven approach to their Plan, led by a broad based community steering committee and including conducting stakeholder interviews, focus groups, public forums and a statistically valid mail/phone needs assessment survey to 600 residents of the city and county. Miles of Trails For Benchmarked Communities @ 10,000 Citizens, (Including Verticial Line for Mean and Circle for Bloomington) Bloomington Proposed Standard: 6.0 miles @ 10,000 residents. Current Deficit: k62 miles. Deficit in 2012: 15.45 miles Bioa nington lower than Benohmark Av. Other components of the planning Miles of Trails 18.2 4•7 process included a comprehensive review of recreation programs, lifecycles and marketing; a review of current and potential operations and capital funding sources; a park by ; park inventory and analysis of 0 5 10 is 20 25 current parks and recreation sa,.ce Leisure �,on zoo: LOW uEAN-HIGH facilities; benchmarking comparisons of Bloomington's operations to 11 other communities regarding issues relating to numbers and types of parks, recreation, and trail facilities, capital and operating budgets, staffing, and fees and charges. Facility and park standards unique to the Bloomington community and based on the citizen survey, national benchmarks and community benchmarking were developed and adopted by the City. PARKS AND RECREATION MASTER PLAN SURVEY (2003) Ft. Wayne, Indiana Leisure Vision was selected as part of a long range planning team to conduct market research for this community of nearly 200,000 residents. The survey research was designed to seamlessly integrate into the planning effort. Leisure Vision conducted a survey of 800 residents with the results broken down by demographic factors such as gender, age of respondent, race/ethnicity, length of residency, household income, etc. to gain greater understanding regarding survey results as well as assist in building consensus. Benchmarking of survey results as compared to national benchmarking standards developed by Leisure Vision was also developed. ETC Institute Needs Assessment Experience - 15 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2003) :Munster, Indiana Leisure Vision conducted a statistically valid mail/phone survey in 2004 for this Indiana community. The survey is being used as a key component of an in-house strategic planning effort that is being conducted by Town of Munster staff, which includes major planning for renovation and expansion of outdoor and indoor programming areas, trails, aquatic facilities, theater spaces, etc. More than 500 surveys were completed through a combination of a mail/phone survey. As part of the study, Leisure Vision conducted a series of stakeholder interviews, focus groups, and public forums to visit with key decision - makers, partner organizations, stakeholders from the public, non-profit and private sectors, and community residents to understand issues of key importance to ask on the citizen survey. Results from the survey showed the Town of Munster had strong usage of its parks and recreation services and high customer satisfaction. Sows in,urc 19�inn ri C Imtnaa Mal 2:0) PARKS AND RECREATION NEEDS ASSESSMENT (2001-2002) Naperville, Illinois Q4. Respondent Households that Have Participated in Programs Offered by the Munster Parks and Recreation Department During the Past 12 Months by percentage of respondents Pt 21c. Now Resoondents Learned Mwut Munster 51% Parks and Recreation Qseartmont ActvltielL Pans 8 rec seasonal oro Program Yes 49% WON of rr Pfgm avers coming home from V.,tea/calleo a parlWrec Catumer avenue Mesmge Caoie teiev,so 5% ' I' Weoste 3% Ra(f,o t% Haaa 1%� Diner 5% 0% 20% 40% 60% 80% 100% 83% I Vv% 136% 33% Leisure Vision worked as the prime consultant with the Naperville Park District, Naperville Illinois, a rapidly growing community of 150,000 residents on this 2001-2002 needs assessment survey to be used as a cornerstone for their internal strategic planning efforts. Leisure Vision conducted a statistically valid mail/phone survey of 800 households, with the results being broken down into 8 planning areas. The survey was used as a key component of a strategic planning effort that was conducted by park district staff. The survey focused on key issues impacting long range planning for the Park District, including current participation in recreation activities, priority programs to be developed, customer satisfaction with existing services, barriers to using the current system, unmet needs for new facilities, trails, and programs, and other planning issues. Extensive cross -tabular analysis of survey responses and benchmarking were conducted. ETC Institute Needs Assessment Experience - 16 Parks and Recreation Needs Assessment Experience National Capital Visitor Survey U.S. National Park Service ETC Institute designed and administered a survey to visitors at 23 different major attractions in the metropolitan Washington, D.C. area in 2003-2004. The purpose of the survey was to provide market demand guidance in support of a transportation market demand study for the National Park Service (NPS) National Capital Region (NCR). The survey results were also used to assist in the further development of conceptual transportation alternatives and market analysis of alternatives. The survey instrument was designed through a collaborative process that involved both internal and external peer review. The research team split the survey into two parts. Part I was designed to gather information about visitor profiles and to assess the need that visitors have for various transportation services that could be offered. Part II was designed to gather more detailed travel information. The research team administered the survey during the spring and summer of 2003. Part I (Visitor Profile/Percentions of Tr3nsuortation). Respondents completed the survey instrument for Part I in the presence of a survey administrator. Although the survey was designed to be self-administered, survey administrators from ETC Institute administered the survey orally to persons who could not read English or were not capable of completing the survey due to a physical limitation. The survey administrator collected the survey from respondents once he/she had completed the survey. Respondents were assured that the information they provided would be kept completely confidential. Part II: Mail -Back Travel Loe. Once the respondent has completed Instrument I, the survey administrator asked the respondent to complete a Travel Log to record the locations that the person visited during the stay in the metropolitan Washington, D.C. area. The survey administrator explained how to complete the Travel Log, provided the respondent with written instructions, and asked the respondent if he/she had any questions. The respondent was given a postage -paid envelope that they used to return the survey to ETC Institute The survey was administered at a total of 23 different locations throughout the metropolitan Washington, D.C. area, including the American History Museum, Ford Theater, National Zoo, Holocaust Museum, Arlington National Cemetary, Washington Monument, White House Visitors Center, FDR Memorial, and the Lincoln Memorial. ETC Institute Needs Assessment Experience - 17 Parks and Recreation Needs Assessment Experience OUTDOOR PARKS AND RECREATION NEEDS ASSESSMENT (2002) Rhode Island Department of Environmental Management Leisure Vision conducted an Outdoor Recreation Needs Assessment for the Rhode Island Department of Environmental Management. (RIDEM). The study was done as a component of an in-house long range planning effort regarding the demand for outdoor recreation and park opportunities by State of Rhode Island residents and to assist the State in developing its matching grant programs for local units of government in Rhode Island. The State of Rhode Island has a population of over 1 million residents. Leisure Vision conducted a series of stakeholder interviewers with public, non-profit and private sector decision -makers and partners who were familiar with the RIDEM operations to help understand issues of key importance to address in the Outdoor Recreation Needs Assessment. The results of the interviews were reviewed with Department staff and served as the basis for questions asked in a statistically valid phone and mail survey to Rhode Island residents. Q6. Respondent Households that Have a Need for Various Outdoor Recreational Facilities by percentage of respondents based on 408.424 Flouseholdsin the State of Rhode Island Saltwater beaches Paved w alking/bikirig craft Kstoncal sites and nuseurrs Picnic shatters/areas Outdoor areas for festialstspecial events Natural areas/w Bdlif a habitats Larger parks 194,4 Freshwater beaches 191, 9 Nature education centers n parks 178,073 Raygrounds/Tot tits parks 167.852 Fisting areas 151,525 Outdoor sw urmng pods/water parks 151,525 Water access facilities for boating 142,540 BasebaWsottbatl fields 124, 978 Unpaved hfdng/mbuntan bike/equestrian traits 1 18t851 Outdoor basketbaY/voYeyball courts 111. 08 Public golf courses 110,274 Overnight carrying areas 105,373 Outdoor tennis courts 96,796; Soccer/Lacrosse/Field hockey fields 89,445 Football fields 85,769 Ott -leash dog parks 84,544 Facilities for skateboarding, online skating, BIVDC 71,883 Firming areas 39,209 Shooting rangetarchery 36.758 0 150,000 Source. Leisure VisiowETC Institute (October. 2002) 10 300,000 Questions on the survey addressed issues of strategic importance in providing outdoor recreation services to the residents of Rhode Island, including most important services for the RIDEM to provide, visitation and satisfaction with state parks and facilities, the unmet need for outdoor recreation facilities and services, priority outdoor parks and recreation facilities to develop, the potential development of an outdoor water park, and support for creating a dedicated funding source for the RIDEM. Over 1,400 surveys were completed with the results broken down by location, gender, age of respondent, users and non -users of State Parks, and support for creating a new dedicated revenue source for Department services. Leisure Vision presented the results of the Needs Assessment to RIDEM officials and in a meeting of Directors of Parks and Recreation throughout the State of Rhode Island. ETC Institute Needs Assessment Experience - 18 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2003) Rock Island Parks and Recreation Department, Rock Island, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2003 to help establish priorities for the future development and maintenance of parks and recreation facilities, programs and services within the community. 300 surveys were completed for the needs assessment. The survey was administered by mail and phone. The results of the random sample of 300 households had a 95% level of confidence with a precision of at least +/-5.6%. The survey was conducted as part of a long range master planning effort being conducted for the Parks and Recreation Department. Extensive cross tabular analysis of survey responses was conducted for a wide range of demographic factors, including age of respondents, gender, household size, income, ethnicity, etc. as well as comparisons of the responses from Mundelein to Leisure Vision's national benchmarking data base. PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2004) Carol Stream Park District, Carol Stream, Illinois Leisure Vision conducted a statistically valid survey for the Carol Stream Park District during January and February of 2004 to help establish priorities for the future of parks and recreation facilities, programs and services within the community. The survey was administered by a combination of mail and phone. As part of the study, Leisure Vision conducted a series of stakeholder interviews and focus groups to visit with Park Board members, partner organizations, stakeholders from the public, non-profit and private sectors, and community residents to understand issues of key importance to ask on the citizen survey. The results of the survey were presented to the Park Board, Q3.Organizations That Respondent Households leading to a series of action Use for Parks and Recreation Programs and Facilities initiatives. by percentage of imondents(mulb pie Crotces could be made) Card Stream perk Okstnct o% The goal was to obtain at least School cis" t% 500 completed surveys. This ChLgcrm 23% goal was accomplished, with 519 Private clubs zi% surveys being completed. The Neighboring cores/counties/state parks 20% results of the random sample of private youth sports leagues ,g% In ALL cross tabular areas the 519 households have a 95% level Local university/Corrmnity College ��% is aproWderk rused of confidence with a precision of Private schools gq6 the the Most at least +/-4.8%. i l0rnao v ners assoc /apt cohpiex 6% 1 y z% Extensive cross -tabular analysis Boys & Orls Club 2o/n ; of survey responses was over a% None, do not use any organaabon 19% conducted for a wide range of o% 10% 20% 30% 40% 50% 60% demographic factors, as well as Source 1. s=VisiowETCImtttutc(Apnl20W) comparisons of the responses from Carol Stream to Leisure Vision's national benchmarking data base. Leisure Vision is currently working with the Carol Stream Park District on a follow-up survey. ETC Institute Needs Assessment Experience - 19 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2002) Mundelein Park and Recreation District, Mundelein, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2002 for this suburban Chicago area community. The survey was conducted to help establish priorities for the future development and maintenance of parks and recreation facilities, programs and services within the community. Leisure Vision worked with Q6. Have Respondent Households Participated in any members of the Park Board and Programs Offered by the Mudelein Park & Recreation administrative staff in the District During the Past 12 Months development of the survey instrument. The goal was to obtain at least 500 completed surveys. This goal was far exceeded with 589 surveys being completed. The survey was administered by mail and phone. The results of the random sample of 589 households had a 95% level of confidence with a precision of at least +/-4%. W 48% Mundelein Yes 52% National Average Yes 28% No 72% So Las= Vision ETC huntutc )August, 2002) Extensive cross tabular analysis of survey responses was conducted for a wide range of demographic factors, including age of respondents, gender, household size, income, ethnicity, etc. as well as comparisons of the responses from Mundelein to Leisure Vision's national benchmarking data base. PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2003) Rock Island Parks and Recreation Department, Rock Island, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2003 to help establish priorities for the future development and maintenance of parks and recreation facilities, programs and services within the community. 300 surveys were completed for the needs assessment. The survey was administered by mail and phone. The results of the random sample of 300 households had a 95% level of confidence with a precision of at least +/-5.6%. The survey was conducted as part of a long range master planning effort being conducted for the Parks and Recreation Department. Extensive cross tabular analysis of survey responses was conducted for a wide range of demographic factors, including age of respondents, gender, household size, income, ethnicity, etc. as well as comparisons of the responses from Mundelein to Leisure Vision's national benchmarking data base. ETC Institute Needs Assessment Experience - 20 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2004) Lemont Park District, Lemont, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2004 to help establish priorities for the future development and maintenance of parks and recreation facilities, programs and services within the community. The survey was administered by mail and phone. The survey was conducted as part of a long-range master planning effort being conducted for the Park District. The goal was to obtain at least 300 completed surveys. This goal was accomplished, with 323 surveys having been completed. The results of the random sample of 323 households have a 95% level of confidence with a precision of at least +/-5 Extensive cross -tabular analysis of survey responses was conducted for a wide range of demographic factors, as well as comparisons of the responses from Lemont to Leisure Vision's national benchmarking data base. PARKS AND RECREATION NEEDS ASSESSMENT SURVEY (2004) Town of Normal, Illinois Leisure Vision conducted a statistically valid mail/phone survey in 2004 to help establish priorities for the future development and maintenance of parks and recreation facilities, programs and services within the community. The survey was conducted as part of a long-range master planning effort being conducted for the Parks and Recreation Department. The goal was to obtain at least 600 completed surveys. This goal was far exceeded, with 826 surveys having been completed, including 783 by mail and 43 by phone. The results of the random sample of 826 households have a 95% level of confidence with a precision of at least +/-4.2%. Extensive cross -tabular analysis of survey responses was conducted for a wide range of demographic factors, as well as comparisons of the responses from the Town of Normal to Leisure Vision's national benchmarking data base. 019. How Important Do You Think it Is for the Town of Normal to Fund Improvements to the Parks and Recreation System? Gy Deicentage of reVonoenls Somewhat Important 37% S.M Los= � a,WFTC lwutu rjOC .Dv 2004) Very Important 53% 070 ponse D Not Important 2% Results from the survey showed strong community support for improving the parks and recreation system. ETC Institute Needs Assessment Experience - 21 a Parks and Recreation Needs Assessment Experience PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2004) Pinellas County, Florida Leisure Vision conducted a statistically valid mail/phone survey for this County of over 900,000 residents. The survey was used as a key component of a parks, recreation, and cultural services master planning effort that was conducted by the Pinellas County. The survey was developed in association with a broad based citizen committee and key administrative staff within Pinellas County. More than 1,200 needs assessment surveys were completed through a combination of a mail/phone survey. Results from the survey were geocoded so that survey results could be mapped through the County's GIS system. Extensive cross -tabular analysis of survey responses was conducted for a wide range of demographic factors, including age of respondents, gender, household size, and income. Q6. Number of Households in Pinellas County that Have a Need for Various Outdoor Parks, Cultural, & Passive Recreation Facilities by number Of households based on 424.646 households in Pinel l as County Beach access parks Wfinuse trails Nature preserves Nature trails Biking trails Large group picnic areas & shelters Historic sites & areas Botanical gardens Fishing piers/docks Hking trails Outdoor anphitheaterlbandstand Raygrounds OH -leash dog parks Canoelkayaking launches & trails Archeological/Interpretive sites Sculpture parks Equestrian trails 0 Source LeisureV,sion/VFCInstitute (Oouber2CKA) 2741321 '236,528 229,734 216,145 214,022 210,624 209,775 188,118 75,803 16�,215 157,968 129,092 - 119,326 113,381 9 076,0192.;3767 34,396 ' 60,000 120,000 180,000 240,000 300,000 PARKS AND RECREATION NEEDS ASSESSMENT STUDY (2004) Kansas City, Missouri Leisure Vision is currently conducting a statistically valid mail/phone survey for this major metropolitan area Parks and Recreation system of over 400,000 residents. The survey is being used as a key component of a park and recreation master plan that is being conducted for Kansas City. Extensive cross -tabular analysis of survey responses will be conducted for a wide range of demographic factors, including age of respondents, gender, household size, income, etc. Results are also being tabulated for each of the six (6) council districts in Kansas City. Leisure Vision is additionally conducting a benchmarking survey regarding the supply of parks and recreation facilities and capital funding sources from up to 15 comparable park systems across the country. ETC Institute Needs Assessment Experience - 22 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION MASTER PLAN (2001) Columbus, Ohio Leisure Vision worked on a consulting team to conduct this long range planning study for this community of over 600,000 residents. Leisure Vision conducted a statistically valid mail/phone survey of over 2000 households with the results broken down into 5 different geographic regions. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities, trails, and programs, initiatives for replacing/renovating city recreational facilities, and funding priorities. Results from the survey showed strong support for improving the current system. An action plan has recently been developed for the master plan to guide the implementation process. 021. Amount Respondents are Willing to Support Per Month for a Tax Increase that Would go to Maintenance of Parks, Trails and Recreation Facilities by percentage of responoents $647 $849 7% 4% f445 22% $2 1: Source Lnsum bwon/ETC Instuute (May. 2001 t PARKS & RECREATION OPEN SPACE STRATEGIC PLAN (1996-1997) (2001) St. Charles County, Missouri D or more 21% ithing ?1% Leisure Vision staff served on a long range planning team to conduct this 1996-97 study regarding the need for developing a new parks, trails, and open space system for this suburban St. Louis County of 220,000 residents. Ron Vine served as project manager for the plan. Public involvement aspects of the study coordinated by Leisure Vision, included stakeholder interviews, public meetings, focus groups, and a statistically valid needs assessment phone survey of 300 households. Questions on the survey dealt with issues relating to preferred parks and programming spaces, partnering opportunities with cities in the county, the importance of open space, trails, potential means to fund capital and operating costs, etc. Results from the survey showed very strong citizen support for development of a park system that concentrated on the acquisition of large land holdings and management of regional parks. The survey also showed strong support for development of the system in partnership with cities within the County. Study recommendations were accepted by the County and resulted in a positive vote of the county residents to develop a new park system and implement a sales tax use tax for funding capital projects. Ron Vine assisted the County in the hiring of their 1 st director. In 2001, Leisure Vision worked with St. Charles County on a study to develop a teen center for the county, including conducting a statistically valid survey of households in the county and a survey of middle school and high school age youngsters. ETC Institute Needs Assessment Experience - 23 Parks and Recreation Needs Assessment Experience PARK AND RECREATION MASTER PLAN (1999) DeKalb County, Georgia Leisure Vision was selected to serve on a consulting team to conduct this 1998-1999 comprehensive park system master plan for this urban county of over 600,000 residents. Leisure Vision's principal responsibilities were to assist with the public involvement aspects of the project, including conducting a statistically valid needs assessment mail and phone survey of over 2,000 households in DeKalb County, including a minimum sampling of 400 households for each of the County's 5 Commission Districts. Questions on the survey focused on citizen usage and satisfaction with current recreation system programs and facility offerings; the importance of improvements to specific components of the current parks, trails, and recreation system; support for partnering initiatives; support for various public and private sources of funding capital and operating costs; and preferred uses of any new revenues that come into the system Results from the survey showed strong support across the County and in each of the five districts for improvements to the parks and recreation system. Importantly, more than 85% of households felt such improvements were very important or somewhat important as compared to other county priorities. Importance of Funding Improvements to the Parks and Recreation System Compared to Other Priorities in the County by peioenlape of feSPonaenLS Somewhat Important 39% Sl-, f_.,- % ( 1 i h—w, (Merl •AI Very Important 47% Not Important 5% Sure N Results from the survey were used to help pass a $120 million bond election for parks and recreation projects. PARKS AND RECREATION ORGANIZATIONAL REVIEW & LONG TERM STRATEGY (2003) Northville, Michigan Leisure Vision was selected as part of a consulting team to conduct this 2003 long range planning study to look at issues relating to the shared services being provided by the City and Township governments serving the Northville community. Leisure Vision conducted a statistically valid mail/phone survey of 400 households as part of the study, with the results broken down into key demographic areas and national benchmarks. The survey focused on key issues impacting the organizational review and long term strategy, including usage and customer satisfaction with existing services, the need for and unmet needs for new facilities, trails, and programs, and other funding strategies ETC Institute Needs Assessment Experience - 24 Parks and Recreation Needs Assessment Experience METRO GREEN STRATEGIC PLAN (2001-2002) Kansas City Metro Area Leisure Vision worked as part of a 2001-2002 strategic planning team to develop an action oriented strategy for developing more than 700 miles of greenways, walking and biking trails, park linkages and other green spaces within the 7 counties that make up the Kansas City metro area. The client for the project was the Mid - America Regional Council. The project was funded by two of the metro areas largest private foundations. The Plan is a follow-up to a metro green plan that was developed in the early 1990's by the American Landscape Architects Association as a national project. Leisure Vision conducted more than 1,400 phone and mail surveys in the metro area to determine priorities for trails and greenways, usages, and funding strategies. Q11. Percentage of Respondents That Would Like More Places to Walk and Bicycle in Their Community BY colAifY Cass Clay Leavenworth Jackson Jonhnson aratte Wyandotte by peroxntne of mapondents 0% 20% 40% 60% 80% The survey showed wide spread 1 ,, Las= VtsiowETC bisuturc (Dwa be. MI) usage of existing trails and greenways in the metro area and strong support for developing more places to walk and bike in the community. The project is listed is as one of the 10 highest metro area initiatives by the Kansas City Chamber of Commerce and other policy makers. PARKS AND RECREATION MASTER PLAN (2003-2004) Albemarle County, Virginia Leisure Vision staff worked as part of a consulting team on this long range master planning effort for this county of over 100,000 residents. Leisure Vision conducted a statistically valid mail/phone survey of 600 households as part of the planning effort, as well as a survey of user groups. The survey focused on key issues impacting long range planning for the county including current participation in recreation activities, customer satisfaction with existing services, usage of existing parks, trails and recreation facilities, priority importance of developing new facilities, trails, and programs, and other planning issues. The results of the survey were broken down into key demographic factors to aid in the analysis process. Additionally, Leisure Vision conducted a benchmarking survey of eight (8) parks and recreation systems similar to Albemarle County to understand how the supply of Albemarle County parks, trails, and recreation facilities compared to these other communities. The results of this benchmarking survey, in concert with the needs assessment survey are being used to develop "Unique Albemarle County" standards for parks, trails, and recreation facilities. ETC Institute Needs Assessment Experience - 25 Parks and Recreation Needs Assessment Experience DirectionFinder/Citizen Satisfaction Survey City of Fort Worth, Texas ETC Institute (the parent company of Leisure Vision) administered a DirectionFinder survey for the large City of Fort Worth during April 2002. The purpose of this survey was twofold. First, the survey was designed to objectively measure citizen satisfaction with city services. Second, the survey was designed to provide a tool for assessing the implementation of the City's strategic plan. DirectionFinder was done as a follow-up to a survey completed by another research firm several years earlier. An eight -page survey was mailed to a randomly selected sample of 4,500 households in the City of Fort Worth. Approximately five days after the surveys were mailed, residents who received the surveys were contacted by phone. Those who indicated that they had not returned the survey were given the option of completing it by phone. Of the 4,500 households that received a survey, 1,247 completed the survey by phone and 618 returned it by mail for a total of 1,865 completed surveys. The results for the random sample of 1,865 households had a 95% level of confidence with a precision of at least +/- 2.6%. There were no statistically significant differences in the responses to the survey based on phone vs. mail responses. Major findings for this extensive report include issues in the following areas: Satisfaction with Parks and Recreation 2002 by percentage of respondents who rated the item as a 4 or 5 on a 5-pant scale axclud.no don't knows) Direction Finder Benchmarkls - CidGS WIDOPulatiOn > 200.000 only 0 Fort Worth. TX Maintenance of city park! 1 439/9 80% 63% Amenities at city parks 37% ■ 1, 75% 52% Hum bar of city parks 36% 79% 52% City operated community centers 27% 61% 50% Number of walkingbilting trail t 2,9% v 71% 45% City swimmIngpoob 21%.,, 47%: 22% City golf courses : 33% ON" 509ro 44% Outdoor athletic fields 36% 62% 43% Youth athletic program 25% , 49% 35% Adultathletic program 27% K>`i 40% 31 Ease of registering for program 26% 51 % 33% 0% 20% 40% 60% 80% 100% LOW------MEAN----HIGH ■ General resident satisfaction Source. E1`CA,1,.1e Durtuon£tnde with the overall quality of services provided by the City. • Services that residents think should receive the most emphasis over the next two years. ■ General resident satisfaction with the overall quality of life in the City. ■ Compared to other large cities, residents were very satisfied with the way Fort Worth is managing growth. ■ Resident satisfaction in the areas of public safety, parks and recreation, customer service, City maintenance, and City communications. ■ Capital investments that residents would be most willing to fund with City tax dollars. ETC Institute is currently completine a follow-up survey for Fort Worth. ETC Institute Needs Assessment Experience - 26 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION STRATEGIC PLAN (1999-2000) Tempe, Arizona Leisure Vision served as part of a long-range strategic planning team to conduct this 1999-2000 long range planning study for the City of Tempe, Arizona. Leisure Vision conducted a statistically valid phone survey of 800 households as part of the strategic planning study. The survey tested the attitudes and priorities of Tempe residents regarding key issue areas impacting the success of the Department, including customer satisfaction with existing services, unmet needs for new recreation facilities, trails, parks, and programs, support for partnering initiatives with neighboring communities and non-profit groups, and funding priorities. Results from the survey were provided for the City as a whole and for 5 different geographic regions. PARKS AND RECREATION MASTER PLAN (2001) Independence, Missouri Leisure Vision conducted this year 2001 parks and recreation citizen survey as a component of a long- range parks and recreation master plan for this community of over 100,000 residents in the Kansas City metro area. Leisure Vision conducted a survey of 600 households. Survey questions addressed issues relating to parks usage and satisfaction, recreation programming usage and satisfaction, facilities and parks that were most frequently used, priority importance for improvements to the current system, new parks, facilities and trails, etc. The survey tested support for development of a dedicated sales tax funding source for implementing improvements to the park system. In August of 2002, voters approved a new'/. cent sales tax to fund over $SO million in new trails, parks, and recreation facilities for Independence. Q21. Support for Using Sales Tax Revenues to Fund Various Parks and Recreation Projects in the City of Independence Is Hiah When the Current Sales Tax Expires in 2003 W Demenmaoe of m%xn0erae Increase sales tax to 114 Ceo Continue sales tax at 118 Cents 1;6� Eliminate sales tax 2% Don't Know 11 % 0% 20% )tWt In�uc Vi>itYl tJl IMiNI[(JWc. Kql) 69°r 1 40% 60% 80% ETC Institute Needs Assessment Experience - 27 Parks and Recreation Needs Assessment Experience PARKS, RECREATION, AND TRAILS MASTER PLAN (1998-99) Glendale, Arizona Leisure Vision was selected as part of a consulting team to conduct this 1998-99 long range planning study for the City of Glendale Arizona. Glendale has a population of over 200,000 residents. Leisure Vision was involved with the public involvement aspects of the study, including conducting a statistically valid mail/phone survey of 600 households as part of the master planning study. The survey tested the attitudes and priorities of Glendale residents regarding key issue areas impacting the success of the Department, including customer satisfaction with existing services, unmet needs for new facilities and programs, support for partnering initiatives with neighboring communities and non-profit groups, and f d' Participation and Interest in Various Types of Recreational Activities and Programs By nercenrage d a',responasns General Acwles Pcnoonp Fantly Achvgm _ .0 �4L ��- 145�6 , YoXdTeen Sports """r�"'—""1"24% YowVTeen Summ Recreaton Programs YAN en ArJ aocs 26% , Aduft ft AtleeOc Froprarrs 329G °L `i-� �'' Adul Fftness 6 FUaM Program '54% Other YouVgeen Prograrm 'IV , 147s , GRASP ��, ' , z8% Senor Adul Proprans ?i4--=—T 2 +% Proprarrs for P&sor6 we/ Rsababm 'tg% A*A Arts Fropr&m aY' - 41 % ' Senor Aouft sports 6 Aquabcs ' 0% 10% 20% 30% 40% 50% 60% 70% un ng pnontles. I■furrentty Partcoate use SoETC/la9ve Vann Ss�ey lk4+sr 19991 .%t Q/rrendy NrbcoaWg. But VoAd Be interested Results from the study were used in the planning of a major $100+ million tax election by the city which successfully passed in 1999, with half of the dollars being targeted for trail's initiatives. In 2004, Leisure Vision was selected as part of a long range planning team to do an update regarding the open space plan, specific to trail opportunities in Glendale. METRO -EAST PARK AND RECREATION DISTRICT MASTER PLAN (2002-2003) Madison and St. Clair Counties, Illinois Leisure Vision worked on this master planning effort for this newly developed parks and open space system. Leisure Vision conducted a statistically valid phone and mail survey with a guaranteed return of 600 households in the two (2) counties. Survey questions addressed a wide range of issues relating to goals for the park systems, recreational usages of developing trails and open space areas, frequency of usage, priority funding goals for grants that are distributed, etc. All survey results were broken down by gender, age of respondent, length of residency, as well as geographic location. ETC Institute Needs Assessment Experience - 28 Parks and Recreation Needs Assessment Experience PARKS & RECREATION OPEN SPACE STRATEGIC PLAN (1996-1997) (2001) St. Charles County, Missouri Leisure Vision staff served on a long range planning team to conduct this 1996-97 study regarding the need for developing a new parks, trails, and open space system for this suburban St. Louis County of 220,000 residents. Ron Vine served as project manager for the plan. Public involvement aspects of the study coordinated by Leisure Vision, included stakeholder interviews, public meetings, focus groups, and a statistically valid needs assessment phone survey of 300 households. Questions on the survey dealt with issues relating to preferred parks and programming spaces, partnering opportunities with cities in the county, the importance of open space, trails, potential means to fund capital and operating costs, etc. Results from the survey showed very strong citizen support for development of a park system that concentrated on the acquisition of large land holdings and management of regional parks. The survey also showed strong support for development of the system in partnership with cities within the County. Study recommendations were accepted by the County and resulted in a positive vote of the county residents to develop a new park systent and implement a sales tax use tax for funding capital projects. Ron Vine assisted the County in the hiring of their 1 st director. In 2001, Leisure Vision worked with St. Charles County on a study to develop a teen center for the county, including conducting a statistically valid survey of households in the county and a survey of middle school and high school age youngsters. PARKS & RECREATION STRATEGIC PLAN (2000) Long Beach, California Leisure Vision staff conducted over 1,800 mail and phone surveys with a minimum of 200 completed surveys in each of the city's 9 council districts, as part of this year 2000 long range strategic plan for this community of over 400,000 residents. The surveys were administered in English, Spanish, and Cambodian. Questions on the survey addressed a full -range of strategic planning issues impacting the success of the agency in delivery parks, recreation, and marine related services. Issues addressed included: customer satisfaction with current services and facilities; satisfaction and importance of various parks, recreation, and beach facilities, support for various operations and capital funding strategies, and usage of other services providers. Results from the survey were benchmarked against national averages from other surveys of comparable communities. Extensive cross tabular analysis and breakdowns by demographic factors occurred throughout the strategic planning process. ETC Institute Needs Assessment Experience - 29 Parks and Recreation Needs Assessment Experience STRATEGIC PLAN (1998-1999) National Intramural Recreational and Sports Association Leisure Vision was selected for this 1998-99 project, working with this National Association of over 2,000 members in development of an update to their strategic plan. Ron Vine served as the project manager for the assignment. As a component of the assignment Leisure Vision conducted a strategic issues retreat with the Board of Directors for NIRSA and conducted a statically valid mail survey of the NIRSA membership. The mail survey focused on the purposes for the organization, key strengths and weaknesses, priority strategic initiatives and the role of the national offices. PARKS AND RECREATION MASTER PLAN (2003) Shoreline, Washington Leisure Vision staff are currently working as part of a consulting team on this long range master planning effort for this Seattle metropolitan area community. Leisure Vision is conducting a statistically valid mail/phone survey of 500 households as part of the planning effort. The survey is focused on key issues impacting long range planning for the community, including current usage and satisfaction with the park system, participation and satisfaction with recreation programs, the unmet needs and priorities for various parks, trails, recreation, and cultural facilities, and funding priorities. The results of the survey will be broken down into key demographic factors to aid in the analysis process. Additional Long Range Planning and Public Involvement Efforts (1999- Present) REGIONAL PARK MASTER PLAN (2003) Wayne C. Kennedy Park, St. Louis County, Missouri Leisure Vision conducted this statistically valid phone and mail survey as part of a master planning process for this regional park in the St. Louis County Park system. More than 500 surveys were completed for the assessment. NEIGHBORHOOD PARK MASTER PLAN (2003) Ohlandorf Park, St. Louis County, Missouri Leisure Vision conducted this statistically valid phone and mail survey as part of a master planning process for this neighborhood park in the St. Louis County Park system. More than 300 surveys were completed for the assessment. ETC Institute Needs Assessment Experience - 30 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION MASTER PLAN (2002) Columbia, Missouri In 2002, Leisure Vision worked with parks and recreation staff on an in-house update of their master plan. Leisure Vision conducted a statistically valid mail/phone survey of 500 households. The survey focused on key issues impacting long range planning for the agency, including current participation in recreation activities, priority parks, trails, and recreation facilities to be developed, customer satisfaction with existing services, barriers to using the current system, and other planning issues. Of key importance was resident's feedback regarding the development of two new parks being planned in the community. Extensive cross tabular analysis of survey responses and benchmarking were conducted. PARKS, RECREATION, & OPEN SPACE MASTER PLAN (2000) Platte County, Missouri Leisure Vision completed a statistically valid needs assessment survey as part of a consulting team, working on this long range planning study for this Kansas City metro area county. At the time of the study, the county did not have an active park system. The survey focused on key issues impacting the master plan including unmet needs for new recreation facilities, trails, and programs, partnering opportunities, and funding initiatives. Results from the survey were used to help pass a voter election for more than $80 million in parks and recreation projects. REGIONAL PARK MASTER PLAN (2002) Veterans Memorial Park, St. Louis County, Missouri Leisure Vision conducted this statistically valid phone and mail survey as part of a master planning process for this regional park in the St. Louis County Park system. More than 600 surveys were completed for the assessment. PARKS AND RECREATION NEEDS ASSESSMENT Macomb Township, Michigan (2001-2002) Leisure Vision staff worked as part of a planning team with Macomb Township, Michigan a rapidly growing community of over 30,000 residents on this 2001-2002 study. Leisure Vision conducted a statistically valid mail/phone survey of 400 households. The survey focused on key issues impacting long range planning for the community, including current participation in recreation activities, customer satisfaction with existing services, usage of existing parks, trails and recreation facilities, priority importance of developing new facilities, trails, and programs, and other planning issues. The results of the survey were broken down into key demographic factors. ETC Institute Needs Assessment Experience - 31 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION MASTER PLAN (2001) Mesa, Arizona Leisure Vision worked with a consulting team to conduct this long range planning study for this community of over 400,000 residents. The plan was conducted as a component of an integrated comprehensive plan and transportation plan. Leisure Vision conducted a statistically valid mail/phone survey of over 2000 households with the results broken down into different geographic regions. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities and programs, initiatives for replacing/renovating city recreational facilities, and funding priorities. PARKS AND RECREATION FACILITIES MASTER PLAN (2001) Greenville County, South Carolina Leisure Vision was selected as part of a consulting team to conduct this long range planning study for this County of 300,000 residents. Leisure Vision conducted a statistically valid mail/phone survey of 800 households within the County as part of the facilities master planning study. The survey focused on key issues impacting the master plan including programs and services of highest priority, customer satisfaction with existing services, unmet needs for new facilities and programs, and funding priorities. PARKS AND RECREATION MASTER PLAN (2002-2003) Windsor, Colorado Leisure Vision worked on a consulting team to conduct this 2002-2003 long range planning study for this rapidly growing Colorado community. Leisure Vision conducted a statistically valid mail/phone survey of over 700 households with the results broken down into key demographic areas and national benchmarks. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities, trails, and programs, resident and non-resident programming fees, and other funding strategies. PARKS AND RECREATION MASTER PLAN (2001) Owensboro and Davies County, Kentucky Leisure Vision worked on a consulting team to conduct this long range planning study for this metro area and county of nearly 200,000 residents. The project was funded by a private foundation and is a combined master planning effort of the two (2) park systems. Leisure Vision conducted a statistically valid mail/phone survey of over 600 households with the results broken down into city and country resident responses and other demographic factors. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities, trails, and programs, programming fees, & funding strategies. ETC Institute Needs Assessment Experience - 32 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION MASTER PLAN (2001) Brunswick, Maine Leisure Vision worked on a consulting team to conduct this long range planning study for this town of 20,000 residents. Leisure Vision conducted a statistically valid mail/phone survey of 300 households with the results broken down into 4 different geographic regions. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities, trails, open space, and programs, initiatives for replacing/renovating city recreational facilities, and funding priorities. Results from the survey were benchmarked against similar communities. PARKS AND RECREATION MASTER PLAN (2001) Polk County, Iowa Leisure Vision worked on a consulting team to conduct this long range planning study for this county of over 300,000 residents. The consulting team was lead by a landscape architecture/architecture firm. Leisure Vision conducted a statistically valid mail/phone survey of over 600 households with the results broken down into 4 different geographic regions. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities, trails, and programs, preservation and conservation issues, and funding priorities. PARKS AND RECREATION MASTER PLAN (2000) New Haven, Connecticut Leisure Vision worked on a consulting team to conduct this long range planning study for this community of over 100,000 residents. Leisure Vision conducted a statistically valid mail/phone survey of over 1000 households with the results broken down into 11 different geographic regions. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities and programs, initiatives for replacing/renovating city recreational facilities, and funding priorities. NORTHLAND TRAILS MASTER PLAN (2000) Clay and Platte Counties, Missouri Leisure Vision worked on this master planning effort to develop a series of interconnected trails in these two north Kansas City counties with populations of over 300,000 persons. Leisure Vision worked on the public involvement aspects of the study, including conducting a statistically valid phone and mail survey. Survey questions addressed a wide range of issues relating to goals for the trail systems, recreational usages of the trails, frequency of usage, funding, etc. All survey results were broken down by gender, age of respondent, length of residency, as well as geographic location. ETC Institute Needs Assessment Experience - 33 Parks and Recreation Needs Assessment Experience PARKS AND RECREATION MASTER PLAN (2000) Joplin, Missouri Leisure Vision was selected as part of a consulting team to conduct this long range planning study for this community of 60,000 residents. Leisure Vision conducted a statistically valid mail/phone survey of 600 households within the city and 150 households outside of the city as part of the master planning study. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities and programs, support for partnering initiatives with neighboring communities and non-profit groups, and funding priorities. Results from the survey were benchmarked against similar communities. The survey was completed in July of 2000. The parks and recreation system is initiating implementation of master plan recommendations. In November of 2001 an election to implement $35 million of projects over the next five years passed. PARKS AND RECREATION MASTER PLAN (1999) Tucson, Arizona Leisure Vision was selected as part of a consulting team to conduct this long range planning study for this community of over 300,000 residents. Leisure Vision conducted a statistically valid mail/phone survey of over 900 households as part of the master planning study, with sub -analysis occurring for council districts within the Tucson community. The survey focused on key issues impacting the master plan including customer satisfaction with existing services, unmet needs for new facilities and programs, priority importance/satisfaction with parks and recreation resources, support for partnering initiatives with neighboring communities and non-profit groups, and funding priorities. Leisure Vision also conducted a survey of nearly 100 user groups in the community and a statistically valid customer satisfaction survey for golfers at each of the city's five (5) public courses. PARKS AND RECREATION ?MASTER PLAN (1999) Lawrence, Kansas Leisure Vision was selected as part of a consulting team to conduct this long range planning study for the City of Lawrence, Kansas, a community of 70,000 residents. Key responsibilities for Leisure Vision were to conduct a statistically valid survey of over 500 Lawrence residents to measure current satisfaction and support for various improvements to the parks and recreation system. Additionally, Leisure Vision conducted a survey of grade school through high school students regarding their attitudes and priorities for parks and recreation services. ETC Institute Needs Assessment Experience - 34 Parks and Recreation Needs Assessment Experience We would encourage you to contact the following past clients. MICK RENNEISEN, Administrator Parks and Recreation Department 410 N. Morton Street Bloomington, Indiana 47402 (812) 349-3700 Project: Parks and Recreation Master Plan, Needs Assessment, and Strategic Planning JOHN OVERSTREET, Deputy Manager Parks and Planning Denver Parks and Recreation Department 201 N. Colfax, 6th Floor Denver, Colorado 80202 (720) 913-0665 Project: Needs Assessment Survey for Parks and Recreation Master Plan MIKE BEMIS, Superintendent of Recreation City of Casper, Wyoming 1801 E. 4th Street Olathe, Kansas 82601 (307) 235-8383 Project: Indoor Pool Feasibility Study and follow-up surveys for City by ETC Institute STEVE BASSINGER, Director of Parks and Recreation City of Olathe, Kansas 200 W. Santa Fe Olathe, Kansas 66051 (913) 971-6649 Project: Numerous Parks and Recreation Projects STEVE FOSTER, Director Teton County/Jackson Parks and Recreation Department P.O. Box 811 Jackson, Wyoming 83001 (307) 733-5056 Project: Parks and Recreation Needs Assessment Survey ANNE AZZU, Director of Transportation Coachella Valley Association of Governments 73-710 Fred Waring Drive, Suite 20 Palm Desert, CA 92260 (760) 346-1127 Project: Regional Household Travel and Transit Survey ETC Institute Needs Assessment Experience - 35 Parks and Recreation Needs Assessment Experience BARBARA HELLER, Executive Director Naperville Park District 320 West Jackson Naperville, Illinois 60540 (630) 848-3533 Project: Needs Assessment for Park District DEAN PALMQUIST, Director Montrose Recreation District P.O. Box 63 Montrose, Colorado 81402 (970)—249-7831 Project: Parks and Recreation Needs Assessment Survey LINDA L. GRYZIECKI, Director of Parks and Recreation Deerfield Park District 836 Jewett Park Drive Deerfield, Illinois 60015 (847) 945-0650 Project: Parks and Recreation Needs Assessment Study MIKE HOOD, Director or MIKE GRIGGS, Park Superintendent Columbia Parks and Recreation Department City of Columbia, Missouri PO Box N 1 South 7th Street Columbia, Missouri 65205 (573)874-7460 Project: Needs Assessment Surveys (2) for Master Plan and Feasibility Study for Community DIANNE HOOVER, Director of Parks and Recreation Fort Wayne, Indiana 705 East State Boulevard Fort Wayne, Indiana 46805 (260) 427-6000 Project: Parks and Recreation Needs Assessment Survey for Master Plan ETC Institute Needs Assessment Experience - 36 Parks and Recreation Needs Assessment Experience SCOTT A. HAUSLER, Director of Parks and Recreation City of Claremont 130 Broad Street Claremont, New Hampshire 03743 (603) 542-7019 Project: Parks and Recreation Master Plan and Needs Assessment Survey MARK RICHWINE, Parks and Recreation Administrator City of Tempe, Arizona 3500 South Rural Road Tempe, Arizona (480) 350-5325 Project: Parks and Recreation Needs Assessment Survey for Master Plan THOMAS LIPPERT, Executive Director Lindenhurst Park District 2200 East Grass Lake Road Lindenhurst, Illinois ((847) 356-6063 Project: Needs Assessment Survey, Park Board Focus Group, and Benchmarking JANET KELLER, Chief Office of Strategic Planning and Policy Rhode Island Department of Environmental Management 235 Promenade Street Providence, Rhode Island 02908 (401) 831-5508 Project: Outdoor Recreation Demand Study DIRK RICHWINE, Asst. Director Parks and Recreation Department 240 Water Street Henderson, Nevada 89015 (702) 566-2980 Project: Parks and Recreation Needs Assessment Survey TODD Hofferberth, Recreation Director Village of Key Biscayne, Florida 85 W. McIntyre Street Key Biscayne, Florida 33149 (305)365-8901 Project: Needs Assessment Survey for Indoor and Outdoor Programming Spaces ETC Institute Needs Assessment Experience - 37 J RESUMES OF KEY PERSONNEL RONALD A. VINES VICE-PRESIDENT ETC INSTITUTE 1999-PRESENT Education M.S., Leisure Services Administration, University oflllinois, 1975 B.S., History, University of Illinois, 1973 Professional Memberships Member, National Recreation and Park Association Member, Missouri Parks and Recreation Association Experience For more than 25 years, Mr. Vine has strategically involved citizens and clients into decision making processes that effect their lives, with these efforts resulting in over $900 million of funded projects for a wide range of recreation, sports, fitness, cultural, parks, trails, and other leisure industry facilities and programs. Mr. Vine has worked on over 250 parks and recreation needs assessments surveys, master plans, strategic plans, and feasibility studies for community centers, family aquatic centers, sports complexes, trails, regional parks, museums, and other specialized facilities. He has extensive highly successful experience assisting communities with projects leading to sales tax and other tax referendums. Mr. Vine has directed leisure industry survey efforts in 41 states across the United States, with public sector clients of various sizes ranging up to over 1 million population. Mr. Vine has extensive experience formulating and creating public involvement processes leading to consensus solutions. Mr. Vine has facilitated more than 200 stakeholder interviews focus groups, and public forums. He has been involved in successful public private partnership projects to develop performance halls, baseball complexes, zoo exhibits, railroad museums, historic homes, tennis facilities, soccer complexes, and other important community projects. Mr. Vine is very skilled in the development of public foundations and board development for these foundations and has conducted numerous fund- raising assessments for public and non-profit facilities. Mr. Vine is a regular speaker at the National Recreation and Park Association Annual Congress, the Athletic Business Annual Congress and numerous state and regional conferences and workshops on conducting statistically valid surveys for leisure industry projects. ETC Institute Resumes -1 RESUMES OF KEY PERSONNEL Mr. Vine has considerable experience conducting quantitative and qualitative research for large scale planning studies involving other design, planning and economics consultants. He is a recognized expert in the financial operations of public governments and non -profits and is particularly skilled in the development of innovative public private partnerships to provide needed customer services, while reducing the tax costs to construct and operate facilities. Prior to starting work as a private consultant in 1989, Mr. Vine worked for 15 years in a series of high level governmental administrative positions, including serving as the Chief Administrative Officer for the City of Topeka, Kansas where he managed a work force of over 1,200 municipal employees as well as an operations and capital budget in excess of $200 million. In this position, he was one of the first municipal officials in the country to embrace the development of public/private and non-profit partnerships, and the establishment of creative funding strategies such as public foundations as a tool for addressing community needs. Mr. Vine's unique experience in the public, non-profit, and private sectors have proven to be of tremendous benefits to his clients. Mr. Vine has managed Leisure Industry Market Research Surveys for the following governmental organizations Aberdeen (SD) Denver (CO) Lucas County (OH) Rock Island (IL) Arlington County (VA) E. Baton Rouge (LA) Mount Dora (FL) Rutland (VT) Aurora (CO) Elk Grove (IL) Mundelein (IL) San Francisco (CA) Battle Creek (MI) Fairfax County (VA) Moon Township (PA) Sherman (TX) Bend (OR) Fort Wayne (IN) Morris County (NJ) Shoreline (WA) Bloomington (IN) Fulton County (GA) Naperville (IL) St. Charles (MO) Boonville (MO) Greenville CT (SC) New Haven (CT) State of Connecticut Canon City (CO) Henderson (NV) Normal (IL) State of Rhode Island Carol Stream (IL) Kansas City (MO) Northville (MI) South Burlington (VT) Cedar Rapids (IA) Key Biscayne (FL) Ormond Beach (FL) Springdale (AR) Champaign, IL Las Vegas (NV) Peoria (AZ) Superior (CO) Chandler (AZ) Lawrence (KS) Platte County (MO) Tempe (AZ) Claremont (NH) Lee Summit (MO) Portland (OR) The Woodlands (TX) Columbia (MO) Lemont (IL) Pinellas County (FL) University of Missouri Deerfield (IL) Lindenhurst (IL) Richmond (CA) Wheeling, Illinois Mr. Vine is currently serving as a Vice -President of ETC Institute, with primary responsibilityfor parks and recreation needs assessment surveys and consulting projects. Under his leadership, the firm has completed more than 300 surveys for public, non-profit, and private leisure operations in 41 states across the country. The firm is recognized as a national leader in the strategic use of public input for performance measurements, funding decisions, benchmarking, and decision making. ETC Institute Resumes - 2 RESUMES OF KEY PERSONNEL DR. ELAINE TATHAMV PRESIDENT ETC INSTITUTE (PARENT COMPANY OF LEISURE VISION) 1982-PRESENT Education Ed.D University of Kansas, 1971, Educational and Psychological Research M.A. University of Kansas, 1960 Mathematics B.A. Carleton College, 1958 Mathematics Professional Affiliations • Institute of Management Consultants (New York City), certified management consultant • Mathematical Association of America; President of the Kansas Section from 1979-80 • City of Olathe, KS, Planning Commission, 1982 to 1992; served as chair 1987-88 • Mid -America Regional Council: Urban Core Growth Strategies Committee (1991-92) • Citizens' Advisory Committee to the Kansas City Power & Light Company (1982-1990) • Olathe Medical Center Health System Board of Trustees, member • National Association of Women Business Owners, member Experience Elaine Tatham is president of ETC Institute, a management consulting firm that engages in consulting with a primary focus of evaluation, research design, market research, information management, statistical applications, and analysis. Dr. Tatham has both the experience and academic credentials to design research studies, monitor the research, and make a final assessment of the results. Dr. Tatham was a member of the Olathe Planning Commission for almost ten years and served as chair of the commission. Dr. Tatham is a member of the Board of Directors for Olathe Health System and has served as chair of the patient satisfaction committee for the Olathe Medical Center. Dr. Tatham has been instrumental in the design and successful administration of patient satisfaction surveys for several health related organizations. Dr. Tatham is a certified management consultant through the Institute of Management Consultants (New York City). She was an adjunct lecturer in the University of Kansas graduate Engineering Management program for 18 years. Dr. Tatham's specialties included operations research, forecasting, and system simulation for management decision -making. ETC Institute Resumes - 3 RESUMES OF KEY PERSONNEL Dr. Tatham was a Profile feature on the front page of the July 17, 1992 Kansas City Business Journal. She has been the Olathe "Woman of the Year" and received the John T. Barton award for service to the Olathe Community (including almost 10 years as a planning commissioner.) STRENGTHS ➢ Dr. Tatham has extensive experience in designing research tools in formats that encourage a high rate of respondent participation ➢ Dr. Tatham has managed more than 500 research projects across the United States ➢ Dr. Tatham has unsurpassed experience in the field of developing and applying performance measurements. She developed the data collection methodology that is used for the "report card" that is published annually by Partnership for Children, one of the Midwest's leading children's advocacy groups. PROFESSIONAL EXPERIENCE: 1982 - present ETC Institute, Olathe, Kansas, President Senior executive of a 62 person company that provides management consulting services including marketing research, demography, information management, statistical applications, strategic planning, forecasting, simulation, and operations research for management decision -making. Focus is on the acquisition and display of information for management decision -making. Clients include businesses, public school systems, colleges, vocational technical schools, governmental units, and not -for -profit agencies. Previous: Faculty at University of Kansas (School of Engineering), University of Hawaii (Mathematics Department); taught mathematics for National Science Foundation institutes in Japan and Hawaii. Served as a college Director of Office of Institutional Research for 10 years. SELECTED TALKS/TASK FORCES: ➢ Mid -America Regional Council's Census Tract Committee ➢ A Computer Model for Demographic Projections, Conference on Population Projections and Related Futures sponsored by the Ontario Institute for Studies in Education, Toronto, Ontario. ➢ Simulation in the Graduate Engineering Management Classroom. Portland International Conference on Management of Engineering and Technology in cooperation with the Japan Society for Science Policy and Research Management and the IEEE Engineering Management Society. ETC Institute Resumes - 4 RESUMES OF KEY PERSONNEL CHRISTOPHER E. TATHAM9 VICE PRESIDENT ETC INSTITUTE 1998-PRESENT Education M.B.A., Management, Kansas State University, 1996, first in class B.A., Princeton University, Political Science/Economics, 1990, magna cum laude Certificate of Proficiency in Latin American Studies, Princeton University, 1990 Civic Involvement/Professional Affiliations Former US Army Officer (Active Duty 1990-1997) Strategic Planning Committee, City of Olathe, Kansas Board of Directors, Olathe Chamber of Commerce Parks and Recreation Board, City of Olathe, Kansas Convention and Visitors Bureau of Olathe, Kansas Precinct Committeeman, Johnson County, Kansas Market Research Association Experience Mr. Tatham is one of the nation's leading authorities on the development of statistically valid, community -based, market research for state and local governments. During the past ten years, he has designed and implemented community -based research initiatives for more than 100 governmental agencies in more than 30 different states. As a former Army logistics officer, Mr. Tatham has superior skills for planning and coordinating complex tasks that are required for the successful administration of comprehensive customer satisfaction research programs. During the past year, Mr. Tatham managed more than $1.8 million dollars worth of research projects with budgets ranging from $2,000 to more than $400,000. Mr. Tatham is a highly skilled interviewer and focus group facilitator. His experience includes interviews with foreign cabinet members, Heads -of -State, ambassadors, and numerous leaders at all levels of government and business in the United States, Mexico, and Canada. His communication skills (both in English and Spanish) are excellent and he is extremely successful at getting quality feedback. During the past five years, he has facilitated more than 150 focus groups and nearly 200 stakeholder interviews. Recent presentations and talks given by Mr. Tatham to regional and national audiences during the past year include: "Identifying Strategies for Passing Voter Referendums" (Carolina School of Governments - Charlotte, NC); "How to Increase Customer Satisfaction with Effective Communication," (American Waterworks Association Research Foundation - Washington, D.C.); "How Municipal Departments Can Implement Effective Customer Satisfaction Programs on a Limited Budget," (Government Training Institute of Kansas and Missouri); "Benchmarking Citizen Satisfaction with the Delivery of Governmental Services" (Mid America Regional Council - Kansas City, MO); "Best Practices in Community Survey Research," National Association of Counties - New Orleans). Mr. Tatham's representative project experience includes the following: ETC Institute Resumes - 5 RESUMES OF KEY PERSONNEL Developed and implemented ETC Institute's DirectionFinder Survey which allows communities across the United States to objectively assess community priorities and citizen satisfaction against regional and national benchmarks for a wide range of governmental services. The survey is now used by more than 70 cities and counties nationwide, including Kansas City, Missouri; Ft. Worth, Texas, Dade -County, Florida, Des Moines, Iowa, etc. Served as research manager for more than 100 parks and recreation surveys across the country, including clients such as DeKalb County (GA); Mesa, Glendale and Tucson (AZ); Arlington County and Fairfax County (VA); Moms County and Somerset County (New Jersey); United States Army; Aurora (Colorado); St. Louis County, Columbia, and St. Charles County (MO) and others. Developed and implemented an ongoing internal and external organizational survey for the City of Olathe, Kansas; the surveys are designed to generate performance measures which are used to assess the city's progress towards achieving the communities strategic objectives and help set priorities for the City's operating and capital budgets. Developed and implemented an organizational assessment survey for the City of Fort Lauderdale, Florida; the survey is being used to establish internal priorities for enhancing organizational performance and interdepartmental cooperation among 2400 employees to improve the quality of services provided by city employees to residents of the community. Developed and implemented a resident satisfaction survey and an employee diversity survey for the City of Kansas City, Missouri. Developed and implemented a resident survey and employee survey for the Kansas Department of Transportation which allows the Agency to objectively assess its performance regarding the implementation of its strategic management plan. Managed a large international customer satisfaction research project for the American Waterworks Association Research Foundation (AWWARF) that involved the design and administration of more than 5,000 surveys and 70 focus groups in five metropolitan areas in North America, including Seattle, Phoenix, Kansas City, Bridgeport, and Calgary, Canada. Mr. Tatham has managed External Customer Survey Research for the following large governmental organizations during the past three years: Aurora (CO) Buffalo (NY) Burbank (CA) Charleston (SC) Colorado Springs (CO) Columbus (OH) DeKalb County (GA) Des Moines (IA) Detroit (MI) Fairfax County (VA) Fort Collins (CO) Fort Worth (TX) Glendale (AZ) Johnson County (KS) Kansas DOT Kansas City (MO) Long Beach (CA) Mesa (AZ) Missouri DOT National Parks Service Nashville (TN) North Carolina DOT Oakland (CA) Oklahoma DOT Olathe (KS) Overland Park (KS) Pasadena (CA) St. Louis County (MO) Tempe (AZ) Tucson (AZ) Tulsa (OK) Wichita (KS) ETC Institute Resumes - 6 RESUMES OF KEY PERSONNEL Mr. Tatham has managed Internal Organizational Surveys/Assessments for the following organizations: ➢ City of Olathe, Kansas ➢ City of Fort Lauderdale, Florida ➢ City of Kansas City, Missouri ➢ City of Coconut Creek, Florida ➢ Sprint Corporation ➢ Greater Kansas City Chamber of Commerce ➢ Kansas Department of Transportation Mr. Tatham has served as political advisor and conducted survey research that led to voter approval of projects valued at more than $1 billion during the past four years, including: ➢ City of Olathe, Kansas, Parks and Recreation Sales Tax ➢ City of Independence, Missouri, Stormwater Sales Tax ➢ City of Joplin, Missouri, Parks Sales Tax ➢ City of Kirkwood, Missouri, Aquatic Center and Ice Skating Facility Sales Tax ➢ Jefferson City, Missouri, School District Bond Issue ➢ Johnson County, Kansas, Education Sales Tax ➢ Kansas City, Kansas, School District Bond Issue ➢ Rolla, Missouri, School District Bond Issue ➢ City of Olathe Charter Amendments ➢ City of Casper, Wyoming, Indoor Aquatics Center ➢ City of Columbia, Missouri, Community Recreation Center ➢ Platte County, Missouri, Trails Tax ➢ City of Lenexa, Kansas, Stormwater Sales Tax ➢ City of Independence, Missouri, Parks and Recreation Sales Tax ➢ City of Independence, Missouri, Streets Improvements Sales Tax ➢ City of Grandview, Missouri, Transportation Sales Tax ➢ City of Liberty, Missouri, Transportation Sales Tax ➢ City of Liberty, Missouri, Public Safety Sales Tax ➢ City of Liberty, Missouri, Parks and Recreation Sales Tax Mr. Tatham is currently serving as Senior Executive Vice President and Chief Operating Officer for ETC Institute. Mr. Tatham is currently a senior manager for a 62-person, market research firm that specializes in the design and administration of customer satisfaction research for governmental, nonprofit, and private organizations. Areas of emphasis include: transportation, planning and zoning, parks and recreation, public safety, and utilities. Under his leadership as Director of Operations, the company's sales have increased by more than 1300% since 1996. The company was recently selected as one "One of the Best Places to Work in Kansas City" by the Kansas City Business Journal. ETC Institute also received the prestigious "Top 10 Small Businesses in Greater Kansas City" award from the Greater Kansas City Chamber of Commerce; the firm was selected from more than 1700 nominees. ETC Institute Resumes - 7 RESUMES OF KEY PERSONNEL RONALD A. SECRIST9 SENIOR CONSULTANT 2004-PRESENT Education • M.S. in Public Parks and Recreation Administration Indiana University, Bloomington IN (1973) • B.S. in Recreation, graduated with high honors University of Florida, Gainesville FL (1972) Professional Affiliations • International City and County Management Association • Colorado City/County Management Association • United States Senate Productivity and Quality Board for Virginia • Virginia Local Government Management Association • National Recreation and Park Association Experience Ronald Secrist is a Senior Consultant for Leisure Vision. Ron has culminated 25 years of unique administrative experience in both the areas of city management and parks & recreation. Ron is renown and highly decorated for his masterful ability in administration and oversight. Ron's ability to communicate, mediate, and motivate lend largely to his long and significant track record in both fields. With over 10 years of administrative experience in various city governments, Ron has successfully united citizens, staff, and boards under one common vision. Ron recently retired as the City Manager of Boulder Colorado, where he was responsible for oversight of over 1300 employees and helps direct the comprehensive strategy for the city's annual $200 million budget. Ron's hard work and dedication to city government has resulted in numerous awards including the "2001 Public Administrator of the Year" by Colorado Graduate School of Public Affairs, and he was also the recipient of "The 2000 Community Service Award" from Downtown Boulder Incorporated. Boulder was a finalist in the 2002 All America City Award program. Ron's ability to lead and execute is also exemplified by his achievements in the area of parks and recreation. With over 10 years of experience, Ron has worked, directed, and administered significant developments and strategies in the parks and recreation arena. From 1973-1978 Ron was the Director of Recreation for Champaign, Illinois - Park District. During his tenure as Director, six recreation centers were constructed, and the Park District was selected twice as a finalist in the National Gold Medal Awards Program. ETC Institute Resumes - 8 RESUMES OF KEY PERSONNEL As the Director of Parks and Recreation for Chapel Hill North Carolina, Ron administered a $3 million bond program to develop new park and recreation facilities. Ron also worked with a ten -member advisory Park and Recreation Commission during his time as the Director of Parks and Recreation in Chapel Hill. Ron has extensive experience in fostering the public involvement processes towards consensus and resolution, and creating community visions that are dynamic, lofty, responsive to community needs, and achievable. Ron's community involvement extends into numerous organizations and boards, included but not limited to: YMCA Board of Directors, Board of Trustees for Montgomery Regional Hospital, President of Virginia Mountain Housing, and the Kiwanis Club. Ron is presently active in the Boulder Rotary Club. Ron truly values the essential nature of interconnectedness between citizen, government, and community. Presentations and Publications "Technology and Its Effect on Business and the Economy in the New Information Age", Virginia Association of Government Purchasing, Roanoke, VA, October 1997. "Leading Practices in Information Technology Leadership in Government", IBM Institute for Electronic Government, Washington, D.C., October 1996. "Rightsizing Government Services", North Carolina Municipal and County Recreation Directors Conference, February 1995. "The Importance of Productivity in the 90s", Parks and recreation '90, Sponsored by Virginia Department of Conservation and Recreation and Virginia Commonwealth University, Williamsburg, VA, February, 1990. "Influences at the Local Level", Keynote Address, 37 h Annual North Carolina Municipal and County Recreation Directors Conference, Chapel Hill, NC, February 1985. "Do's and Don'ts — Working with Community Groups", Great Lakes Park Training Institute, Pokagon, IN, February 1978. "Is Your Public Aware?" North Carolina Recreation and Park Review, Winter 1983, pp. 12-14 "Booster and Affiliate Group Fund Management", Illinois Park and Recreation, September/October 1977, pp. 12-13. ETC Institute Resumes - 9 _ ;. �_....._. .. _ _.�_..... ... .��. __...... ... _. _..M. .. . _.... _._ ____ _._...._ __.. _ .�.. ...._ __.. rV_ .. ._ . .�_..�.... _..._.._..-��...: ..__.. _ _.v:... ...._ - --__ ..._�.. ._ _ n _. .�. .... �.. o.s ♦ _.. . _�. «... ..r.+.A.: ...raw. .. ..�. - � .. .. �. .. ... �._ Statement of Work Overview It is our understanding that the City of Palm Desert is requesting professional services to perform a survey of residents. ETC Institute will tailor the survey to the City's needs. Guiding Principles ETC Institute has been helping state and local governments use community surveys as a guiding force for setting community priorities and improving organizational effectiveness for more than two decades. Our ability to help organizations succeed is based on an approach that adheres to three fundamental principles: X Strategic Value. In order for survey research to serve as a powerful tool for decision - making, community leaders must see value in the results. Our approach is designed to ensure that the information gathered meets the informational needs of decision -makers in order to encourage community leaders to use the survey data as part of their decision - making process. If the survey results have strategic value, they will inherently become part of the process for setting short- and long-term priorities for the City. X Continuity. Our approach will involve a review of the goals and objectives of the City to ensure the research is designed to support these goals and objectives. For example, a review of the City of Fort Worth's strategic plan by ETC Institute led to the creation of a series of questions that now link the City's annual citizen survey with the City's strategic plan. X Performance Measurement. Since the results of the survey will be used to help guide City decisions, the survey instruments and data analysis methodology will be designed in a manner that generates objective performance measurements. The surveys will be designed to provided objective feedback for the City so that departmental managers can understand the needs of residents. ETC Institute will work with the City to develop performance indices that allow city leaders to objectively assess the change in their performance over time. Statement of Work In order to accomplish the objectives for this project, ETC Institute recommends the following approach to the design and administration of the survey. ETC Institute Work Plan - 1 Statement of Work Task 1: SURVEY REVIEW AND PRETEST Task 1.1 Desien Surveys. Within two weeks of being selected for the project, Chris Tatham, ETC Institute's project manager, will begin working with members of the City's project steering committee to ensure that everyone involved in the project has the same understanding of the goals and objectives for the project. During this initial discussion, details of the research design strategy will be discussed and the sampling plan will be finalized. To assist the City with the development of the draft questionnaire, ETC Institute will provide the City with samples of surveys that have been administered by ETC Institute for similar projects. Based on input from the City, ETC Institute will develop a draft of the community survey. It is anticipated that 2-3 drafts of each survey will be prepared before the surveys are approved by the City. If time and budgetary constraints permit, ETC Institute would recommend the use of stakeholder interviews as part of the process for designing the survey instrument. • Optional Task L]a - Stakeholders Interviews. Based on issues identified at the initial planning meeting, our team would conduct interviews with the City's elected officials, senior department heads, community leaders, and others as appropriate (up to 15 persons total) to ensure that most of the issues that are important to decision makers in the City are addressed in the surveys. In addition to helping to identify issues for the survey, the interviews would provide an opportunity to involve decision -makers in the research process which will significantly increases the likelihood that they will support the results and recommendations of the study. After the stakeholder interviews are completed, ETC Institute would discuss the results of the interviews with City staff and finalize the content of the survey based on the feedback received. Conduct Pretest. ETC Institute will test the survey with at least 20 residents before the surveys are administered. The role of the pretest is a critical one in the study. For this important assignment, ETC will design and implement an evaluation plan for the pretest that will include detailed criteria for evaluating each question and each distinct procedural element. The individual criteria will start with a clear purpose for the data item or the research procedure, the standard for acceptance, the steps for resolving any problem, and the final decision making procedure. Any problems or issues that are identified will be reported to the City and corrective action will be recommended and taken as appropriate. Deliverable Task 1.1: A summary of the stakeholder interviews (if selected) and a copy of the approved survey instrument. ETC Institute Work Plan - 2 Statement of Work Task 1.2 Develop the Sampline Plan. It is our understanding that the City of Palm Desert wants the overall results of the survey to be statistically representative of the City as a whole. Since the City may desire to conduct statistically valid subanalysis of the survey data for specific demographic groups or subareas within the City, we have developed three sampling options for you to consider: • 400 resident survevs: This is the minimum sample size we would recommend. Althou&L.the-results w-suld .be representative of the City as a whole, statistically valid _---96analysis of the data by subregions' an�7subgroup&-wy ld be limited. The overall results would have a precision of +/-5% at the 95% level of con- fii ence---- • 600 resident surveys: A sample of 600 residents would allow the City to conduc moderate level of analysis of the data based on a wide variety of demographic variables and for 2-3 subareas of the city. The overall results would have a precision of +/-4% the 95% level of confidence.--- • 800 resident survevs: A sample of 800 residents would allow the City to conduct substantial analysis of the data based on a wide variety of demographic variables and for up to 4-6 subareas. The overall results would have a precision of +/-3.5% at the 95% level of confidence. As the total number of completed surveys increases, the precision of the survey improves, particularly at the subgroup level. Cost is a function of two major variables: (1) the length of the survey and (2) the number of completed surveys. ETC Institute will work with City staff to find the right combination of these two variables to maximize your investment in our services. Our cost proposal contains the cost for administering a 10, 15, and 20-minute resident survey. Deliverable Task 1.2: A copy of the approved sampling plan in the form of a spreadsheet that shows the exact number of surveys that will be completed and the overall level of confidence and precision for the sample. Task 2: SURVEY ADMINISTRATION Administerine the Survey ETC Institute is capable of administering the survey entirely by phone or entirely by mail. Given the negative impact that caller ID has had on phone survey response rates in recent years, we recommend administering each survey using a combination of mail and phone to maximize the overall level of response. Even if people do not respond by mail, people who receive the mailed version of the survey are significantly more likely to respond to the survey by phone because they know the survey is legitimate. The costs for administering the survey by phone only or a combination of mail/phone are the same. ETC Institute Work Plan - 3 Statement of Work Specifically, we recommend the following strategy for administering the surveys. • Phone interviewers working in ETC Institute's call center will rehearse the phone version of each survey. All interviewers will review the protocol for the administration of the survey with a supervisor; special attention will be paid to the treatment of non-English speaking respondents, particularly those who speak Spanish. ETC Institute will test the surveys with at least 20 residents before the surveys are administered. Any problems or issues that are identified will be reported to the City and corrective action will be recommended and taken as appropriate. • ETC will provide the City with sample press releases that can be used to notify the public about the survey. Should the City choose the combination phone and mail survey option, the following strategies for administering the survey would be implemented. • A toll -free phone number to assist respondents with the survey will be operational three - days before the surveys are mailed (if the mail option is selected). • Surveys will be mailed to each of the residents in the sample frame. Only one survey per household will be sent. Postage -paid envelopes will be provided to each respondent. • Four days after the surveys are mailed ETC Institute's phone interviewers will begin making follow-up phone calls to each of the persons in the sample frame. Phone follow- ups will significantly increase the response rate. This will greatly reduce the probability that the results are affected by non -response bias. Non -response bias can be a major drawback to surveys that are administered by mail or phone alone. Persons who indicate that they have already returned the survey will be thanked. Persons who have not completed the survey will be given the opportunity to complete the survey by phone. • Phone follow-ups will be concentrated in areas where the response to the mail survey is low to ensure the survey is representative of the entire City. Ensuring Representation for Non -English Speaking Populations. ETC Institute has administered surveys in many communities across the United States where a high percentage of the population does not speak English as a first language. As a result, we are sensitive to the importance of ensuring that non-English populations are properly represented in the survey. In order to ensure that the non-English speaking residents of Palm Desert are well represented, ETC Institute will do the following: I ETC Institute Work Plan - 4 Statement of Work • The cover letter that is sent with the mail version of the survey will contain information that is translated into Spanish (and other languages if needed). • ETC Institute will establish a toll -free phone number that non-English (and English) speaking residents can call. Spanish speaking interviewers from our firm will be available to administer the survey over the phone in Spanish. Other languages can be made available if needed. • A demographic question will be included in the survey that asks which languages other than English are spoken in the home. This will allow us to ensure that non-English speaking populations are well represented in the sample. Maintain Oualitv Control. ETC Institute recognizes that quality control will be critical to the overall success of the project. If the City's decision makers do not believe that the survey data are accurate, the results of this study will have little value to the community. The project's success, in many ways, will be dependent on the management of data collection and processing activities. Although it is important to ensure that high standards of quality are maintained during all tasks in the project, failure to achieve these standards during the data collection and data processing portions of the project will jeopardize the overall success of the project. ETC Institute has an ongoing quality assurance program in place. This program has been developed and refined through our experience with hundreds of studies that involved the design and administration of surveys. Our quality assurance program is directly monitored by the company President, Dr. Elaine Tatham, and the company vice-president, Christopher Tatham. The program is designed to give clients "error free" results, and all employees at ETC Institute are directly involved in the program. Dr. Elaine Tatham and Chris Tatham are active members of the Market Research Association. The quality control methods used by ETC Institute have been reviewed by external organizations including the American Water Works Association Research Foundation and the United States Office of Management and Budget. Some of the basic elements of ETC Institute's quality assurance process include the following: ➢ Training of phone interviewers. All phone interviewers are required to complete ETC Institute's in-house training program. The program teaches new employees the appropriate methods for conducting interviews, how to respond to different situations that may occur, and how to properly record responses. All interviewers work directly under the supervision of an experienced supervisor. All interviewers will receive specialized training for these surveys before they begin conducting interviews. ETC Institute Work Plan - 5 Statement of Work ➢ Comprehensive survey design and review process. All survey instruments will be reviewed by each member of the City's project management team and all senior members of ETC Institute's team to ensure that all issues are adequately addressed. ➢ Data entry fields will be limited to specific ranges to minimize the probability of error. The data processing system that will be used by our firm for the study alerts data entry personnel with an audible alarm if entries do not conform to these specifications. ➢ ETC Institute will select at least 10% of the records at random for verification. A supervisor will match records in the data bases against the corresponding survey to ensure that the data entry is accurate and complete. ➢ Sampling Methodology. Demographic questions will be included on each of the survey instruments. The demographic data will be used to monitor the distribution of the respondents to ensure that the responding population for each survey is representative of the universe for each sample. Deliverable Task 2: ETC Institute will provide a copy of the overall results to each question on the survey. Task 3: ANALYSIS AND REPORT ETC Institute will submit a final report to the City of Palm Desert. This report will include but not be limited to the following items: • Executive summary of survey methodology and findings Charts depicting the overall results of the survey • Tabular data that shows the overall results for each question on the survey • A copy of the survey instrument. Deliverable Task 3: ETC Institute will prepare and submit 10 bound copies of the final report and 1 electronic copy of the final report in a pdf format. ETC Institute Work Plan - 6 Statement of Work OPTIONAL SERVICES OPTIONAL Task A: Conduct Benchmarkink, Data Analvsis. ETC Institute's experience with community satisfaction surveys for local governmental organizations provides us a unique capability for assessing the meaning of survey results. For example, suppose that 70% of the residents surveyed are satisfied with the maintenance of City streets. Is that good or bad? Without comparative data, it is often difficult to interpret the significance of survey findings, which makes it even more difficult to make meaningful recommendations. Samples of ETC Institute's citizen survey benchmarking data are provided below and on the following page. Overall Satisfaction With Public Safetv - 2003 by percentage of respondents who rated the Rem as a 4 or 5 on a 5-point scale (excludi don't knows) US Regional Benchmarks 100% 82% 84% 82% 79% 81 % — . .. . .. ... 71 °,6 690� ... 67°� � ... 71 °� 70°� ..... ..... . 50% 40°,6 ..... ..... .. .. ... ....... 200,E ..... .. . ... ..... ... .. 0°Ib dc,� y`'d O�G�r1 �J`�% ��'� 40' aCaQO0 Pia o fi4 �cP d` yac ba a Ja`OP o JC'!S V �' *0 Q�� 011 ETC Institute Work Plan - 7 t i Statement of Work The horizontal bars in the chart below shows the "range of satisfaction" with various public safety services. The yellow dot in this example shows how the City of Fort Worth compares to other cities with more than 200,000 residents. The vertical line on each horizontal bar shows the average rating for all cities that are included in the database. Satisfaction with Public Safety 2003 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale rezcludmo don't knows) Direction Finder Benchmarks - Communities w/population > 200.000 only (-)Fort Worth. TX Overall quality of local fire protection 75% M*�M 90% 84% Quality of local ambulance service 61 % MM�M 80% 75% Overall quality of local police protection 52%82% 72% The Clty's overall efforts to prevent crime 38% 01111111110*11111062% 62% Adequacy of city street lighting 47% 68% 57% Visibility of police In neighborhoods 48% MM*D 64% 64% Enforcement of local traffic laws 41 % 0*01358% 58% 7 Quality of animal control 26NG MM*CM 516/6 46% Visibility of police in retail areas 44e% M*O 62% 60% Security lighting in parks 35% MIC*MM 61 % 42% 0% 20% 40% 60% 80% 100% LOW--MEAN---HIGH ETC Institute Work Plan - 8 Statement of Work OPTIONAL Task B: GeocodineIGIS Applications: ETC Institute can geocode the address of the responding households to latitude and longitude coordinates. This will allow the results of the survey to be displayed graphically on maps of the City. ETC Institute will create up to 20 maps that show which parts of the city have the lowest and highest concentrations of satisfaction. GIS mapping is an effective tool for communicating the results of the survey to elected officials and the general public. For example, the map below identifies areas of Arlington County, Virginia, where residents do not feel safe in their neighborhoods at night. The shaded colors on the map correspond to the level of satisfaction. How Safe Residents Feel in Their Neighborhoods at Night Potent of C Avg 015 toij �0e. 0t3 ja 3.40 to C 420 t. s.1 omot 0 3.M 6M Foot ETC Institute Work Plan - 9 Statement of Work OPTIONAL Task C. Importance -Satisfaction Matrix. Analysis. The Importance -Satisfaction rating is based on the concept that public agencies will maximize overall customer satisfaction by emphasizing improvements in those areas where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. ETC Institute will develop an Importance -Satisfaction Matrix to display the perceived importance of core services against the perceived quality of service delivery. The two axes on the matrix will represent Satisfaction and relative Importance. ETC Institute currently provides this analysis for dozens of governmental organizations. The I-S (Importance -Satisfaction) matrix allows public officials to analyze the survey data as described below. A copy of a matrix is provided on the following page. X Continued Emphasis (above average importance and above average satisfaction). This area shows where the agency is meeting customer expectations. Items in this area have a significant impact on the customer's overall level of satisfaction. The agency should maintain (or slightly increase) emphasis on items in this area. X Exceeding Expectations (below average importance and above average satisfaction). This area shows where the agency is performing significantly better than customers expect the organization to perform. Items in this area do not significantly impact the customer's overall level of satisfaction. The agency should maintain (or slightly decrease) emphasis on items in this area. X Opportunities for Improvement (above average importance and below average satisfaction). This area shows where the agency is not performing as well as residents expect the agency to perform. This area has a significant impact on customer satisfaction. The agency should DEFINITELY increase emphasis on items in this area. X Less Important (below average importance and below average satisfaction). This area shows where the agency is not performing well relative to the agency's performance in other areas; however, this area is generally considered to be less important to residents. This area does not significantly impact the customer's overall level of satisfaction because the items rated are less important to residents. The agency should maintain current levels of emphasis on items in this area. ETC Institute Work Plan - 10 Statement of Work Johnson County Services Importance -Satisfaction Assessment Matrix (points on the graph show deviations from the mean satisfaction and importance ratings given by respondents to the survey) mean lmportenae-16 Exceedina Expectations County Continued Emphasis lower imDortancelTtigher satisfaction Libra ib nee higher importance/nigher satisfaction ■ Parks and Recreation Fire Services ...... . ....... ...... ..... .............•..... ....... .... .......... Ambulance Services■ County al Election •Water Utility Services ■Motor Vehicle Registration C System � Customer Service • • Wastewater i V Sheriff's Office■ ■ Stormwater Management w y� 2 ` Emergency County Court System ■ Traffic Flow in • Code Enforcement Preparedness E • Rural Areas Health ■Maintenance of Roads in Rural Areas ■ yServices •Communication .... . ...... .......... -..... ...... ...... ............-........ ....... ........ ......... County Jail System ■ Public Transportation ...... ............ ...... ..... ......... ....... .... Less Important Opportunities for Improvement lower importanceAower satisfaction higher importanceAOwer satisfaction Lower Importance Importance Rating Higner Importance The Important Satisfaction Rating is another tool that is used by ETC Institute to help public officials use survey data to help set organizational priorities. More than 70 government agencies currently use ETC Institute's I-S Rating. The Importance -Satisfaction Rating is based on the concept that organizations will maximize overall customer satisfaction by emphasizing improvements in those service categories where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. An example that was developed for the City of Fort Worth, Texas, is provided below. Based on this analysis, the City of Fort Worth identified outdoor swimming pools and walking/biking trails as the top two priorities for the City's parks and recreation system. ETC Institute Work Plan - 11 Importance -Satisfaction Rating City of Fort Worth - 2003 PARKS and RECREATION Category of Service High Priorb0.10•.201 Outdoor Swimming pools Number of walk! nglbiking trails Quality of Facilities at City Parks The City's youth athletic programs Med&tm Priority US <.10) Indoor Swimming Pools Maintenance of City parks Summer Recreation Programs The number of City parks Maintenance of Community Centers City libraries The City's adult athletic programs Availability of Meeting Space Outdoor athletic fields Ease of registering for programs City Golf Courses Statement of Work Most Most Importance- 20031-S Important Important Satisfaction Satisfaction Satisfaction Rating Rank Rank Rating Rank 20% 5 27% 14 0.1460 1 24% 2 49% 9 0.1224 2 24% 2 54% 4 0.1104 3 19% 6 45% 10 0.1045 4 13% 9 25% 15 0.0975 5 27% 1 67% 2 0.0891 6 14% 8 44% 11 0.0784 7 17% 7 54% 4 0.0782 8 11 % 10 56% 3 0.0484 9 21 % 4 79% 1 0.0441 10 7% 13 39% 13 0.0427 11 8% 11 51 % 8 0.0392 12 8% 11 52% 6 0.0384 13 5% 14 42% 12 0.0290 14 5% 14 52% 6 0.0240 15 ETC Institute began using Importance -Satisfaction analysis in the 1980's to allow governmental organizations the ability to assess the quality of service delivery. During the past twenty years ETC Institute has continued refining the analysis to maximize its usefulness as a decision - making tool. The methodology for calculating the Importance -Satisfaction Matrix and the Importance -Satisfaction Rating will be provided if ETC Institute is selected for this study. ETC Institute Work Plan - 12 Statement of Work OPTIONAL Task D: Develop Performance Measures/Indices. We recommend using survey data to create performance indices that can be used to objectively assess the City's performance in key areas of over time. ETC Institute routinely develops such measurements for a wide range of governmental agencies, including public utilities, departments of transportation, city and county governments, and others. The chart below shows the composite performance index that was generated from customer satisfaction survey data collected by ETC Institute for the City of Fort Worth. 2004 Composite Customer Satisfaction Indices for the City of Fort Worth Public Safety Index .9 64.E Parks &Recreation Index 50.0 4 .2 Customer Service Index 57.8 $7.7 565 Development Index 7.9 62.8 Communication Index Maintenance & Appearance Index ... ., '. - .. Overall Performance Index 60.1 62.3 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 102002 02003 M20041 Source: ETC Institute DirectionFinder (2004 - Fort Worth, TAB ETC Institute Work Plan - 13 Statement of Work OPTIONAL Task E: Conduct Consensus Buildin,e Workshops. At the end of the project, ETC Institute could facilitate a workshop with senior managers and/or elected officials from the City. The workshop will be designed to build consensus around four to five "top priorities" for the City based on the results of the surveys. The workshop will help set the stage for acceptance of the recommendations as well as action that will lead to the implementation of initiatives that will support the recommendations. Project Schedulefor the Citizen Survey A typical survey takes about 8-12 weeks to complete, including survey design, analysis, and the final report. ETC Institute is capable of completing a survey in as little as 3 days if the City already knows what questions need to be asked. We will tailor the project schedule to your needs. A typical schedule is provided below. Month I • Initial discussion with City staff to discuss survey goals & objectives • Survey schedule and contract are finalized • ETC Institute conducts stakeholder interviews (if desired) • ETC Institute provides the City with a summary of stakeholder interviews • ETC Institute provides the City with a draft survey • City staff review the content of the draft survey and provide feedback to ETC Institute • ETC Institute revises the survey based on input from staff • ETC Institute provides the City with the final sampling plan specifications • ETC Institute conducts a pretest of the survey • Results of the pretest are reported to the City and discussed • ETC Institute revises the survey as necessary • City approves the survey instrument ETC Institute Work Plan - 14 Scope of Work Month 2 • Press releases issued • Data collection begins • Data collection is completed • First line tabular results provided to the City Month 3 • Data Analysis Conducted • Draft report submitted • Discuss changes to draft report • Final Report delivered • On site visit to conduct formal presentations (one visit included in the base price) ETC Institute Scope - 15