City Services Satisfaction Survey 2011 City Services Satisfaction Survey | Page 7

Below is a summary of each city service.
Fire Department. Virtually all of the users rate the fire department as “excellent” or
“good” on quality of service and on timeliness of service. Consistent with the past
years, rating of community education services by the fire department (85%) is
comparatively lower than ratings of fire services, but still viewed positively among
citizens.
Ambulance/Emergency Medical Services. Among users in the past 12 months,
ambulance and emergency medical services are rated very high on quality of service
and timeliness of service.
Police Department. Among users in the past 12 months, the police department is
rated moderately high in terms of quality and timeliness of services, with indication of
room for improvements.
Parks/Recreation Facilities. Residents in Arlington perceive the overall quality of
parks and recreation facilities very positively, with top-two-box ratings of all attributes at
80% or higher. Rating of the range of activities has increased significantly from 80% in
2009 to 88% in 2010.
Library Services/Facilities. Among users in the past 12 months, library services and
facilities in Arlington continue to be rated very high, with top-two-box ratings of all
attributes at 85% or higher. However, it is notable that rating of library facilities has
declined significantly from 98% in 2009 to 94% in 2010.
Community Services. Among users in the past 12 months, quality of customer service
(84%) is rated high, while timeliness of service (77%) indicates room for some
improvements.
Planning Department Services. Most likely due to the low use of the community
planning and development services, ratings of the planning department indicate much
room for improvement, in general. Specifically, timeliness of plan review and quality of
customer service are the areas with relatively low top-two-box ratings under 70%.
Decision Analyst, Inc.
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