Frankston City delivers another year of high community satisfaction

Published on 17 July 2023

Community Engagement Framework Wells St

Frankston City Council’s continued commitment to delivering the best for residents and visitors has been reflected in this year’s community satisfaction survey results – which is higher than the south eastern region average. 

Satisfaction with the overall performance of Frankston City was 7.0 out of 10 – above the south eastern region average of 6.9 and 11 per cent above Frankston’s long-term average since 2012.

Mayor Nathan Conroy said: “The survey results underscore that Frankston City Council is well run with a responsive and agile leadership determined to build on successive years of increasing community satisfaction. It also highlights our strong governance processes and commitment to listening to residents and incorporating feedback and input in line with community expectations.

“Importantly, the results point to another solid year of service delivery, with the community scoring Council highly in the areas of customer service, planning and development, governance and leadership and services and facilities.”

Council CEO Phil Cantillon said Councillors and staff were dedicated to meeting and surpassing community expectations, adding: “Council has put a concentrated effort into all areas of service delivery and the positive results are an acknowledgement of this focus.  

“Surveys provide a wonderful opportunity for us to learn and enhance the vital services we provide. This year is a fabulous result for Frankston and our organisation is incredibly proud of what we have achieved,” Mr Cantillon said.

Over 800 households were asked their views as part of a third party independent survey mandated by State Government. Residents were surveyed face to face across Frankston City to get the best possible demographical representation of the municipality.

Not only did Frankston City outscore on overall satisfaction compared with the average other councils in the south-east, but it also outperformed the average scores across Melbourne in a number of key areas including weekly garbage collection Frankston City 8.7 (metro 8.5); local library Frankston City 8.7 (metro 8.2); food and garden waste collection Frankston City 8.6 (metro 8.2); fortnightly recycling collection Frankston City 8.6 (metro 8.5); and aquatic and leisure centres Frankston City 8.4 (metro 7.8).

Mr Cantillon added: “While this is heartening, we’re determined to build on this and keep improving. We know there’s areas to improve including satisfaction related to condition of sealed roads (down 5 per cent to 6.9) – in part attributable to poor weather – and we’re committed to addressing these issues.

“Our officers are committed to further analysis of the results through the Service Planning process and will implement any actions necessary to address community concerns,” he said.

Key positives include:

  • Improvements were recorded across the board with customer service (up 6 per cent), planning and development outcomes (up 3 per cent), governance and leadership (up 2 per cent) and satisfaction with services (up 1 per cent);
  • Notable increase in service satisfaction for public toilets (up 8 per cent), local library (up 6 per cent), aquatic/leisure centres (up 4 per cent), parking enforcement (up 4 per cent) and recycling centre (up 4 per cent);
  • Respondents rated as ‘good’, Council’s representation, lobbying, and advocacy (7.2 up from 7.1), performance making decisions in the interests of the community (7.2 up from 7.1), maintaining community trust and confidence (7.2 up from 7.1), responsiveness to local community needs (7.1 up from 7.0), and consultation and engagement (7.0 up from 6.9);
  • Satisfaction with Council’s community consultation and engagement performance increased up 2 per cent to 7.0, which remains a ‘good’ level.
  • Satisfaction with Council’s performance maintaining the trust and confidence of the local community increased this year, up 2 per cent to 7.2, at a ‘good’ level of satisfaction.

This independent annual survey is an integral part of the Budget and Council Plan development and guarantees Council can heed and react to community aspirations and needs.

For more information, please visit www.frankston.vic.gov.au

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