Here\'s a presentation I put together for our speakers\' bureau to communicate the results of a sort-of-recent Resident Satisfaction Survey to constituents.

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2. “Find out what the people want and give it to
them.”
– Unattributed
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3. Gauging Resident Satisfaction
 Conducted Resident Satisfaction Survey in Oct. 2008
 Asked 10,000 residents: How are we doing?
 Six key service areas:
 Public Safety
 Neighborhood Services
 Transportation
 Recreation & Culture
 Health & Human Services
 Economic Development
 General Government
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4. To provide a safe and secure community through public safety
services that are coordinated, professional, courteous, efficient and
effective.
PUBLIC SAFETY
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5. Always ready to serve and protect
Satisfaction ratings for
access to police is 52
percent during non-
emergencies and 60
percent during
emergencies.
That's a 6-point Compared to national benchmarks,
increase across-the- satisfaction with police is on par with other
large metros. Fire exceeds those benchmarks
board over 2005 by 4 percent.
levels.
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6. Watch what it’s like to be a County
firefighter
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7. Taking guns off the street
The number of illegal guns seized from the
streets has tripled since the implementation of
the Gun Bounty Program.
In 2008, the seizure of 188 guns led to 110
arrests.
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8. Children are worth fighting for
With the juvenile
arrest rate decreasing
nearly 50 percent
over the last decade,
it’s no wonder the
Juvenile Services
Department has
received international Watch and learn about the Violence
Intervention Program.
recognition.
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9. Watch our Violence Intervention
Program Spot
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10. Feeling safe walking alone
In 2008 In 2003
 75% during the day  55% during the day
 51% at night  32% at night
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11. Making sure you’re hurricane ready
Satisfaction with the
overall quality of the
County's emergency
preparedness services
is up 9 points to 69
percent in 2008 over
2005.
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12. To provide efficient, accountable, accessible and courteous
neighborhood services that will enhance the quality of life and
involve the community. This includes ensuring that public roads are
repaired, neighborhoods are kept clean, green space areas are
available, water is kept running, drainage systems work efficiently.
NEIGHBORHOOD SERVICES
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13. Prevention is the best medicine
Street flooding is diminishing – more than
13,000 storm drains and pipes were unclogged
in 2008 alone.
NEAT crews filled more than 45,000 potholes
and repaired 12,000 sidewalks.
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14. Watch how we get our hands dirty
keeping things NEAT!
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15. Cool, clean water from the tap
Our tap water exceeds both state and federal
standards and has been judged the state’s best-
tasting water by the Florida Section of the
American Water Works Association.
But the judges that matter most are our
customers, and your 79 percent satisfaction
rating means you trust your water supply.
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16. A dirty job well done
Sewer service is a subject most prefer to avoid,
that is, until something goes wrong.
We earned a 75 percent satisfaction rating in
2008, an increase of 5 points over 2005.
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17. Clean neighborhoods, twice as fast
In three years, the
average response
time for bulky waste
pickup collection has
been reduced from
14 to 7 days.
Your community’s waste service is among
the nation’s very best. And thanks to the new
single cart system, recycling is up 120
percent.
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18. Good on waste management
Garbage collection service received an 84
percent satisfaction rating.
Compared to 2005, overall cleanliness ratings are
up 13 points in 2008 to 61 percent.
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19. Creating an urban oasis
Strategic planting of
vegetation spruces up
neighborhoods and
lowers temperatures.
They also help reduce
flooding and slow
wear and tear on By adopting and planting more than
130,000 free trees provided through the
roads and sidewalks. Adopt-a-Tree program, you’ve helped
reforest the community, lower energy bills
and clean the air.
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20. To provide a seamless, efficient, intermodal transportation system
that enhances mobility throughout our neighborhoods and region,
and expedites domestic and international commerce.
TRANSPORTATION
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21. Big airport, big satisfaction
Miami International
Airport ranked as the
No. 6 most satisfying
large airport in North
America, according to
a 2008 J.D. Power
customer satisfaction
study.
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22. Friendly service during smooth rides
Bus driver courtesy
ratings are up 7
points from 44
percent in 2005 to 51
percent in 2008.
In 2008, buses arrived
as scheduled 76 Better on-time performance and more miles
percent of the time between breakdowns has led to a marked
increase in resident satisfaction with the
compared to 67 frequency and reliability of train service – 61
percent in 2003. and 63 percent respectively – a net gain of 7
and 6 points each.
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23. Becoming pedestrian-friendlier
Satisfaction with the Thanks to the voter-
availability of approved Building
sidewalks for Better Communities
pedestrians is at 54 Bond program, we've
percent, an 8-point paved almost 66
bump over 2005. miles of new and
repaired sidewalks.
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24. To develop, promote and preserve outstanding cultural,
recreational, library and natural experiences and opportunities for
residents and visitors today and for future generations.
RECREATION & CULTURE
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25. Keeping our history alive and accessible
In 2008, 153,495 people visited Vizcaya
Museum & Gardens – an increase of 7 percent
over the previous year.
This national historic landmark is open 364 days
each year and offers performances, art
programs and tours for families, architecture
enthusiasts and history buffs.
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26. Laptops and tapes and books, oh my!
Miami-Dade County
libraries have
experienced a 25
percent surge in
visits over the last
decade.
Audiences of every age enjoy a vast array of
programs and services – books, tapes, CDs,
computer classes, Teen Zone, Toddler
Storytime and more.
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27. Bravo! for the arts.
Approval ratings of
theaters, museums
and arts centers
increased 6 points
from 2005 to 2008.
Programs like Culture Shock and Golden
Ticket have broadened cultural opportunities
for audiences young and old.
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28. Growing our greenways
We’re cultivating our
green spaces with the
Open Space Master
Plan and similar
initiatives.
Satisfaction with
green space near Your support of the Building Better
homes is up 5 points Communities Bond program in 2002 has
paid for renovations, repairs and expansions
in 2008 to 54 percent. at parks, the restoration of historical
landmarks and the preservation of delicate
wetlands.
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29. To improve the quality of life and promote maximum independence
through the provision of health care, housing and social and
human services to those in need.
HEALTH & HUMAN SERVICES
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30. Helping families find homes
Since 1984, the
Affordable Housing
Surtax Program has
created 15,000
affordable rental
units.
Helped more than
7,000 low-income Online tools like Housing Central, which
helps people find affordable homes, have
families to become contributed to a 7-point increase in resident
satisfaction with access to social service
homeowners. information between 2005 and 2008.
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31. Providing shelter in a financial storm
In 2008, the Homeless
Trust placed over
8,500 adults and
children into
emergency housing
and more than 3,100 Resources like the Foreclosure Prevention Now
site at www.miamidade.gov/foreclosure
people into provide a lifeline to families looking for ways to
keep their homes safe from foreclosure.
permanent housing.
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32. Helping seniors
In 2008, more than 1,500 senior households
were retrofitted with low-flow showerheads and
high efficiency toilets. The community saves
water and seniors save money.
Last year, we served 765,318 meals to the
elderly through various programs including
Meals on Wheels and County supported senior
centers.
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33. Offering help against homelessness
The occupancy rate for the County's Public
Housing system has remained above 93
percent in 2007 and 2008, enabling families in
need to be placed in affordable housing.
Housing Choice Vouchers increased 9 percent
from 2007 to 2008, helping more low-income
residents find affordable homes.
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34. To expand and further diversify the local economy and employment
opportunities, by promoting, coordinating and implementing
economic revitalization activities that reduce socio-economic
disparity and improve the quality of life of all residents.
ECONOMIC DEVELOPMENT
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35. Mom & Pop Grants
More than $283 million in commerce generated
through contracts awarded to small businesses
in 2008.
Mom & Pop Grants totaling more than
$9 million awarded to small businesses since
2004.
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36. Watch who’s benefitting from Mom
& Pop Grants
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37. The business end of arts and culture
More than 12 million people attended local
cultural events in 2008 spending $922 million at
performances, restaurants, hotels, retail and
other businesses.
Miami-Dade County supports hundreds of non-
profit cultural and arts organizations.
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38. Thumbs up for film & entertainment
Over the last five years, film and entertainment
productions have added a total of more than
$752 million to Miami-Dade’s economy.
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39. To provide expertise and resources to support and facilitate
excellent public service delivery.
GENERAL GOVERNMENT
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40. Getting answers is as easy as 3-1-1
One phone number
provided answers to
residents in English,
Spanish and Creole
more than 2.4 million
times in 2008.
More than one call for The success of the County’s 311 Answer
every man, woman in Center is just one of the initiatives that
contributed to the 10 percent increase in the
and child in Miami- number of residents who say we went the
extra mile.
Dade.
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41. Self-service online every day
Online traffic to the
County web portal
increased by nearly 2
percent in one year to
over 8 million
visitors in 2008,
providing more of you
with greater access
and convenience,
24/7.
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42. We are Election Ready
While the world
watched, we made
sure a record 875,639
votes were counted
during the 2008
Presidential Election.
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43. Consumer protection made easy
In 2008, the Consumer Services Department
helped consumers recover more than $1.25
million in refunds through its complaint
mediation program, a 99 percent increase over
2006.
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44. Cost of government
The basic cost of
County government,
adjusted for inflation,
has remained steady
over the last 15 years.
Source: 2009-10 Miami-Dade County
Budget Book
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45. Bottom line
Of 102 areas measured in the 2005 and 2008
surveys, we have improved in 93.
We’re measure up well against other
governments across the U.S.
After surveying residents in 2003, 2005 and
2008, residents say we’re getting better.
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46. Thank you!
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