SR 05-28-2019 3K
City Council
Report
City Council Meeting: May 28, 2019
Agenda Item: 3.K
1 of 3
To: Mayor and City Council
From: Katie Lichtig, Assistant City Manager, City Manager's Office, Administration
Subject: Modification to Resident Satisfaction Survey Contract
Recommended Action
Staff recommends that the City Council authorize the City Manager to negotiate and
execute a fifth modification to agreement #10141 with Goodwin Simon Strategic
Research, a California based company, that has provided professional services in the
field of public opinion polling/research for the City’s Biennial Resident Satisfaction
Survey. The proposed modification would extend the term of the agreement by twelve
months and add a new amount not to exceed $50,000, bringing the total not to exceed
amount of the agreement to $323,800, in order to have Goodwin Simon condu ct an
additional resident satisfaction survey in spring 2020. Future year funding is contingent
on Council budget approval.
Summary
Since 1999, the Resident Satisfaction Survey has served as an important tool for the
City of Santa Monica to understand the issues that residents care about and their take
on the City’s delivery of important services. This scientific survey is conducted on a
biennial basis, providing important data which is now used to support our performance
management efforts. Data from the survey connects to five outcome metrics in the
Framework for a Sustainable City of Wellbeing, and helps the City to define success in
achieving specific outcomes and to organize work efforts around the achievement of
those outcomes. Staff recommends that Council authorize the City Manager to
negotiate and execute a fifth modification to agreement 10141 with Goodwin Simon
Strategic Research to extend its term by 12 months and add the amount of $50,000 in
order to have Goodwin Simon conduct an additional resident satisfaction survey in
spring 2020 in Fiscal Year 2019-2020.
2 of 3
Discussion
In 2015, City Council awarded an agreement to Goodwin Simon Strategic Research to
provide professional services to conduct public opinion/polling research for the Bi-
Annual Resident Satisfaction Survey. The contract was modified four times, adding
funding and scope to allow for subject-specific research, conduct two additional resident
satisfaction surveys, and do other polling. An updated Oaks Form is attached
(attachment A)
The most recent Resident Satisfaction Survey was conducted from June 21, 2018 to
July 20, 2018. Results from the survey were shared with the community and the
organization, and presented to Council (attachment B). Survey data is being used
internally to inform outcome metrics included in the City’s performance management
efforts. A fifth modification to the current agreement with Goodwin Simon Strategic
Research would allow for an additional Resident Satisfaction Survey to be conducted in
spring 2020. The survey is an important data set that supports the continued work of the
Framework for a Sustainable City of Wellbeing and performance management efforts
and continuing this survey will allow us to see trends over time and work to set and
achieve targets.
Past Council Actions
Meeting Date Description
07/28/2015
(Attachment C)
Original contract authorization with Goodwin Simon
Research to provide for the Bi-Annual Citywide Resident
Satisfaction Survey.
04/25/2017
(Attachment D)
Fourth Modification, adding $51,350 as requested by
Community and Cultural Services (CCS) to conduct a
resident survey to gauge support for a potential park
funding strategy.
Financial Impacts and Budget Actions
Staff seeks authority to extend the term and increase the amount of agreement 10141
with Goodwin Simon Strategic Research to provide professional services in the field of
public opinion polling/research for the City’s Resident Satisfaction Survey.
3 of 3
Agreement Modification Request
Agreement #
Current Authorized
Amount
Modified Request
Amount
FY 2019-20Budget
Department Account #
Total Revised
Contract Amount
10141 $273,800 $50,000 01200001.552010 $323,800
Future year funding is contingent on Council budget approval.
Prepared By: Tim Dodd, Chief Performance Officer
Approved
Forwarded to Council
Attachments:
A. Attachment A: Goodwin 2019 Oaks Form
B. Attachment B: 2018 Santa Monica Resident Satisfaction Survey
C. Attachment C: July 28, 2015 Staff Report Authorizing Agreement with Good win
Simon Strategic Research (Web Link)
D. Attachment D: April 25, 2017 Staff Report Authorizing Fourth Modification to
Agreement with Goodwin Simon Strategic Research (Web Link)
CITY OF SANTA MONICA
OAKS INITI ATIVE NOTICE
NOTICE TO APPLICANTS, BIDDERS, PROPOSERS
AND OTHERS SEEKING DISCRETIONARY PERMITS, CONTRACTS,
OR OTHER BENEFITS FROM THE CITY OF SANTA MONICA
Santa Monica’s voters adopted a City Charter amendment commonly known as
the Oaks Initiative. The Oaks Initiative requires the City to provide this notice and
information about the Initiative’s requirements. You may obtain a full copy of the Initiative’s
text from the City Clerk.
This information is required by City Charter Article XXII—Taxpayer Protection. It
prohibits a public off icial from receiving, and a person or entity from conferring, specified
personal benef its or campaign advantages from a person or entity after the official votes,
or otherwise takes official action, to award a “public benefit” to that person or entity. The
prohibition applies within and outside of the geographical boundaries of Santa Monica.
All persons or entities applying or receiving public benefits from the City of Santa
Monica shall provide the names of trustees, directors, partners, and officers, and names
of persons with more than a 10% equity, participation or revenue interest. An exception
exists f or persons serving in those capacities as volunteers, without compensation, for
organizations exempt from income taxes under Section 501(c)(3), (4), or (6), of the
Internal Revenue Code. However, this exception does not apply if the organization is a
political committee or controls political committees. Examples of a “public benefit” include
public contracts to provide goods or services worth more than $25,000 or a land use
approval worth more than $25,000 over a 12-month period.
In order to facilitate compliance with the requirements of the Oaks Initiative, the City
compiles and maintains certain information. That information includes the name of any
person or persons who is seeking a “public benefit.” If the “public benefit” is sought by an
entity, rather than an individual person, the information includes the name of every person
who is: (a) trustee, (b) director, (c) partner, (d) officer, or has (e) more than a ten percent
interest in the entity. Therefore, if you are seeking a “public benefit” covered by the Oaks
Initiative, you must supply that information on the Oaks Initiative Disclosure Form. This
inf ormation must be updated and supplied every 12 months.
CITY OF SANTA MONICA
OAKS INITI ATIVE DISCLOSURE FORM
In order to facilitate compliance with the requirements of the Oaks Initiative, the City
compiles and maintains certain information. That information includes the name of any
person or persons who is seeking a “public benefit.” If the “public benefit” is sought by
an entity, rather than an individual person, the information includes the name of every
person who is: (a) trustee, (b) director, (c) partner, (d) officer, or has (e) more than a ten
percent interest in the entity.
Public benef its include:
1. Personal services contracts in excess of $25,000 over any 12-month period;
2. Sale of material, equipment or supplies to the City in excess of $25,000 over a 12-
month period;
3. Purchase, sale or lease of real property to or from the City in excess of $25,000
over a 12- month period;
4. Non-competitive franchise awards with gross revenue of $50,000 or more in any
12-month period;
5. Land use variance, special use permit, or other exception to an established land
use plan, where the decision has a value in excess of $25,000;
6. Tax “abatement, exception, or benefit” of a value in excess of $5,000 in any 12-
month period; or
7. Payment of “cash or specie” of a net value to the recipient of $10,000 in any 12-
month period.
Name(s) of persons or entities receiving public benefit:
Name(s) of trustees, directors, partners, and officers:
Name(s) of persons with more than a 10% equity, participation, or revenue interest:
Prepared by: ____________________________Title: __________________________
Signature: ______________________________________ Date: ________________
Email: ____________________________________ Phone: ____________________
FOR CITY USE ONLY:
Bid/PO/Contract # ____________________________ Permit # ___________________________
2018 Santa Monica
Resident Satisfaction Survey
November 2018
1
•Address-based sample
•Survey invitations mailed to 8,000 randomly selected residential
addresses in Santa Monica
•Website/Phone based survey
•690 total completes (9% response rate)
•659 completes online
•31 by phone
•Fielded 6/21 to 7/20
•$5 gift card from three local SM businesses (Winners of the Most
Loved Santa Monica Coffee Bar/Bakery and Ice Cream/ Frozen
Yogurt/ Confectionary Shop Categories) provided as incentive to
those who completed the survey
•Margin of error is +/-3.71%
Methodology
Common
Themes
2
•Across the SM residential satisfaction surveys
over the past decade, despite changes in
methodology, question wording, and response
categories, we find three common themes:
1.Exceptionally high levels of satisfaction with
city services overall
2.The highest satisfaction is consistently found
with library services, trash and recycling
collection, parks and beaches, fire fighting,
and tree trimming
3.Lower levels of satisfaction are found with
parking, traffic, and homelessness services.
Satisfaction
Ratings
3
4
Rating Santa Monica as a Place to Live
Generally speaking, how would you rate the City of Santa Monica as a place to live?
Very positive ratings for Santa Monica as a place to live
Excellent, 41%
Pretty good, 46%Only fair, 10%
Poor,
2%
Not sure, 1%
5Please rate your satisfaction with the job the City of Santa Monica is doing in providing city services overall.
(7-point scale)
City of Santa Monica Job Ratings: Overall
Providing city services overall
4%9%9%78%
Not sure Dissatisfied (1,2,3)Neutral (4)Satisfied (5,6,7)
6
Ranked by Satisfied (5,6,7)
Please rate your satisfaction with the job the City of Santa Monica is doing in each of the following areas.
(7-point scale)
City of Santa Monica Job Ratings (Most Satisfied)
Services with the highest satisfaction ratings
26%
10%
4%
4%
4%
7%
12%
2%
1%
8%
9%
8%
8%
5%
3%
7%
2%
8%
9%
9%
8%
6%
3%
5%
71%
74%
78%
79%
80%
82%
82%
86%
Firefighting/emergency services
Cultural/arts
Parks
Tree trimming
Beaches
Water
Library services
Trash and recycling
Not sure Dissatisfied (1,2,3)Neutral (4)Satisfied (5,6,7)
7
Ranked by Satisfied (5,6,7)
Please rate your satisfaction with the job the City of Santa Monica is doing in each of the following areas.
(7-point scale)
City of Santa Monica Job Ratings (Next Most Satisfied)
8%
2%
2%
7%
3%
14%
27%
31%
19%
20%
15%
14%
7%
13%
14%
14%
13%
11%
14%
9%
52%
53%
65%
67%
67%
69%
70%
Reducing crime
Parking
Street repair
Cleaning streets
Communications
Litter/graffiti cleanup
Environmental
Not sure Dissatisfied (1,2,3)Neutral (4)Satisfied (5,6,7)
8
City of Santa Monica Job Ratings (Lower Satisfaction or Awareness)
Please rate your satisfaction with the job the City of Santa Monica is doing in each of the following areas.
(7-point scale)
Ranked by Ranked by Satisfied (5,6,7)
9%
45%
25%
49%
48%
32%
59%
22%
35%
7%
42%
6%
16%
11%
7%
13%
6%
17%
4%
9%
21%
26%
27%
38%
41%
42%
43%
Deal with homeless crisis
Managing City finances
Provide homeless services
Emergency preparation
Traffic services
911 response
Code enforcement
Not sure Dissatisfied (1,2,3)Neutral (4)Satisfied (5,6,7)
Civic
Participation
9
10During the last twelve months, did you participate in any of the following activities related to homelessness in
Santa Monica? (Check all that apply.)
Activities Related to Assisting the Homeless
48%
34%
9%9%
2%
8%
34%
0%
20%
40%
60%
Gave to a
person who is
homeless
Donated to an
organization
that supports
homeless
people
Volunteered
with a
homeless
program or
agency
Attended a
public meeting
on the
homelessness
issue
Participated in
an official
count of the
homeless
Other None
17% say they did some kind of volunteer activity or attended a meeting on the issue in past
year. 34% donated to a homelessness support agency. Nearly half report they gave money
to a homeless person.
11Thinking about your life at the moment, how often do you get involved in work for voluntary or charitable
organizations?
Involvement in Voluntary/Charitable Organizations
38%
27%
16%
Daily, 5%
24%
Weekly,
12%
0%
20%
40%
Never or almost
never
Less than monthly Monthly Weekly or more Weekly or more
17%
One-third of residents participate at least once a month in volunteer or charitable work
20+ years
in CityAll Respondents
38%
23%
21%
15%
10%
9%
6%
6%
4%
4%
16%
34%
0%20%40%
Twilight Concert Series
Other events on the Pier
Main Street Summer Soulstice
COAST Open Streets Festival
Meet Me at Reed park programs
Arts & Literacy Festival
Jazz on the Lawn at Gandara Park
Buy Local Health and Fitness Festival at…
Alt Car Expo
Dias de los Muertos @ Woodlawn…
Other
None
12During the last twelve months, in which of the following events sponsored by the City of Santa Monica did you
participate? (check all that apply)
Participation in City-Sponsored Events
18-64: 42%65+: 24%
18-64: 26%65+: 13%
Parents: 18%Non-Parents: 8%
Parents: 15%Non-Parents: 7%
Parents: 10%Non-Parents: 5%
Transportation
13
14
Ranked by Daily
In the past month, about how often did you use any of these modes of transportation to get to a destination
outside of your neighborhood?
Modes of Transportation Outside of Neighborhood
Walking is most frequent form of transportation; over half have ridden the Light Rail monthly
or more often and about a third have ridden the Big Blue Bus monthly or more often
44%
81%
64%
24%
47%
6%
31%
10%
15%
18%
11%
4%
21%
7%
13%
42%
22%
21%
3%
1%
5%
14%
12%
25%
1%
1%
3%
3%
8%
44%
Expo Line light rail (54% in last month)
Metro bus (19% in last month)
Big Blue Bus (36% in last month)
Ride-sharing service (76% in last month)
Bicycle (53% in last month)
Walking to destination (94% in last month)
Never Once Few times/month Few times/week Daily/nearly daily
Public Safety
15
30%
25%
3%
21%21%
0%
20%
40%
60%
Increased Decreased Remained about the
same
Unsure
Increased a lot Increased a little Decreased a little
55%
16Compared to a year ago, do you think the level of crime in the City of Santa Monica has:
Views on Crime
Over half think the level of crime has increased compared to a year ago
54%
30%
0%20%40%60%
Crime has increased
Crime has stayed the same
Crime has increased Crime has stayed the same
17
Dissatisfied (1, 2)
Please rate your satisfaction with the job the City of Santa Monica is doing in each of the following areas.
(7-point scale)
Connection between dissatisfaction with response to homelessness and a sense that crime is increasing
There is greater dissatisfaction with how the City is dealing with the homelessness crisis
among residents who say crime has increased in recent years
18
Ranked by Safe (5,6,7)
Safety in Public Spaces
How safe do you generally feel when visiting the following types of public spaces in Santa Monica? (7-point scale)
Most residents feel safe when visiting shopping areas, the Promenade, beaches and in their
neighborhood. Only for the Pier, and for local parks and alleys, do 15% or more report feeling
unsafe
2%
3%
5%
1%
3%
1%
30%
21%
15%
11%
10%
10%
5%
17%
14%
11%
12%
9%
8%
8%
51%
62%
69%
76%
78%
81%
87%
Alleys in your neighborhood
Parks
Santa Monica Pier
Streets in your neighborhood
Beaches
3rd St. Promenade
Shopping and dining areas
Not sure Unsafe (1,2,3)Neutral (4)Safe (5,6,7)
19
Ranked by Concerned (1,2,3))
How concerned are you about each of the following? (7-point scale)
Concern About Vehicles Speeding
Nearly two in three residents concerned as pedestrians about speeding vehicles. 41% say
they are concerned about speeding vehicles as a bicyclist
33%
34%
2%
2%
1%
38%
41%
45%
50%
56%
63%
8%
6%
14%
15%
13%
10%
21%
19%
39%
33%
30%
27%
As a bicyclist about vehicles speeding on the
major streets in Santa Monica
As a bicyclist about vehicles speeding in your
neighborhood
As a driver/passenger about vehicles speeding
on the major streets in SM
As a driver/passenger about vehicles speeding
in your neighborhood
As a pedestrian about vehicles speeding on the
major streets in Santa Monica
As a pedestrian about vehicles speeding in your
neighborhood
Not sure Concerned (1,2,3)Neutral (4)Not concerned (5,6,7)
20
Ranked by Unsafe (1,2,3)
How safe do you generally feel in each of the following situations: (7-point scale)
Safety as a Pedestrian/Bicyclist
About one in in four pedestrians and bicyclists feel unsafe on Santa Monica streets
18%
1%
26%
27%
13%
15%
43%
57%
Riding a bicycle in SM
As a pedestrian crossing streets in SM
Not sure Unsafe (1,2,3)Neutral (4)Safe (5,6,7)
86%
54%
45%
33%
21%
12%
11%
8%
3%
6%
0%20%40%60%80%100%
Earthquakes
Utility system failures (power, water)
Active shooters
Terrorism (explosion, attacks)
Wildfires
Cyberterrorism
Tsunamis
Disease outbreak
Floods
Other
21What are the three emergency events you are most concerned about in Santa Monica?
(Select up to three items.)
Concerns About Emergency Events
Residents are most concerned about earthquakes, followed by utility system failures and
active shooters
62%
74%
57%
70%
60%
44%
62%
72%
31%
22%
35%
26%
33%
43%
35%
22%
0%
20%
40%
60%
80%
All Homeowners Renters Parents Not Parents Age 18-34 Age 35-49 Age 50+
Yes No
22Does your household have supplies on hand that were purchased specifically to be used in the event of an
emergency or natural disaster?
Emergency Supplies On Hand
62% of households have emergency supplies on hand; large differences found between
homeowners/renters, parents/non-parents, and by age
32%
21%
30%
41%
25%
34%
39%
49%
59%55%
39%
55%53%
40%
18%
0%
20%
40%
60%
80%
All Age 18-34 Age 35-49 Age 50+5 or less
years in SM
6-19 years
in SM
20+ years in
SM
Yes No Unsure
23Do you think your household has enough supplies on hand in the event of an emergency or natural disaster for at
least seven days?
Emergency Supplies to Last 7 Days
While 62% say they have some emergency supplies, only about 32% have enough to last 7
days; younger respondents and newer residents are most likely to report not having enough
supplies on hand
58%
37%
34%
28%
26%
24%
22%
8%
14%
0%20%40%60%
Local hospitals
Local schools
Community centers
Santa Monica Library
Places of worship
City parks
Santa Monica College
Other
Not sure
24After a major emergency event, select the top three places you would go for assistance or services other than the
Police or Fire Department. (Select up to three items.)
Places to Visit for Assistance
Local hospitals top the list of places residents would turn to for assistance after a major
emergency event
25
Ranked by Daily
How often do you receive information from each of the following sources about Santa Monica City government
news, programs, events, and issues?
Information about Santa Monica City government
Social media and online news are the most frequently used sources for information about
the City government
74%
43%
60%
64%
56%
24%
28%
35%
10%
38%
21%
17%
19%
24%
21%
14%
10%
13%
5%
5%
8%
25%
15%
8%
6%
5%
9%
6%
7%
17%
16%
18%
1%
1%
5%
8%
9%
11%
19%
24%
SaMoNews
City of Santa Monica website
Local alert system
Radio
Television
Printed news sources
Online news sources
Social media
Never Less than monthly Monthly Weekly Daily
28%
25%
19%
5%
5%
4%
4%
3%
4%
4%
0%20%40%
Social media
Printed news sources
Online news sources
City of Santa Monica website
Local alert system
Television
Radio
SaMoNews
Not Sure
None
26What is your main source of news about the City of Santa Monica?
Main Source of News
Social media and printed news are the main sources of news about the City
Printed news is main
source for:
•Respondents age
65+ (42%)
•Residents of City for
20+ years (35%)
•Homeowners (30%)
Sources of
Information
27
•City of Santa Monica receives very positive ratings as a place to
live; 87% say it is an excellent or good place to live
•Residents are highly satisfied with the job the City is doing,
especially in:
•Library services
•Collecting trash
•Providing clean water
•Tree trimming
•Firefighters and
•Maintaining parks and beaches
28
Conclusions
•Strong sense of safety when visiting many types of public spaces
•Residents are civically engaged:
•17% have participated in some activity related to homelessness
•34% donate to a homelessness service organization
•One in three participate in a volunteer or charitable activity at least
monthly
•Two -thirds have attended an event sponsored by the City in the past year
•Widespread use of alternative forms of transportation
•Over half use the Expo line monthly or more often
•More than a third use the Big Blue Bus monthly or more often
•More than half say they have bicycled to destinations in the last month
29
Conclusions
•Areas for improvement:
•Crime
•Over half think the level of crime has increased compared to a year ago
•Neighborhood alleys and City parks are places where residents are less likely to feel safe
•Homelessness
•59% are dissatisfied with the City’s response to homelessness crisis
•Traffic
•42% are dissatisfied with the City’s response to traffic
•Speeding cars
•63% of pedestrians, 50% of drivers, concerned about speeding cars in their neighborhood
•Emergency Supplies
•Only 32% say they have enough supplies to last 7 days
•Younger respondents and newer residents are most likely to report not having enough supplies on hand
30
Conclusions
REFERENCE:
Modified Contract No. 10141
(CCS)