HomeMy WebLinkAbout01/10/2017 COW MinutesCOMMITTEE OF THE WHOLE MINUTES
January 10, 2017
I. CALL TO ORDER — ROLL CALL
The meeting was called to order at 7:38 p.m. in the Village Board Room of the Village
Hall, 50 South Emerson Street, by Mayor Arlene Juracek. Trustees present included
Paul Hoefert, John Matuszak, Steven Polit, Richard Rogers, Colleen Saccotelli and
Michael Zadel. Staff present included Village Manager Michael Cassady, Assistant to
the Village Manager Nellie Beckner, Public Works Director Sean Dorsey, Finance
Director David Erb, Community Development Director William Cooney, Police Chief
Timothy Janowick, Human Services Director Julie Kane, Fire Chief Brian Lambel,
Andrew Schaeffer Chief Technology and Innovation Officer, Village Attorney Greg Smith
and Administrative Analyst Alexander Bertolucci.
II. APPROVAL OF MINUTES
Approval of Joint Village Board and Planning & Zoning Commission Workshop Minutes
of September 13, 2016.
Motion made by Trustee Polit seconded by Trustee Rogers. Minutes were approved.
Trustee Saccotelli and Trustee Zadel abstained.
Approval of Joint Village Board and Finance Commission Financial Planning Workshop
of October 25, 2016.
Motion made by Zadel seconded by Trustee Saccotelli. Minutes were approved.
Approval of Committee of the Whole Meeting Minutes for November 11, 2016.
Motion made by Trustee Zadel seconded by Trustee Polit. Minutes were approved.
III. CITIZENS TO BE HEARD
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IV. 2016 COMMUNITY SURVEY RESULTS
Village Manager Michael Cassady stated a community survey was a key initiative of
last year's strategic plan. The objective was to establish a baseline of how the Village is
doing by asking residents to weigh in. He introduced Jason Morado, ETC Instititue, who
managed the community survey and will report on the survey results.
Jason Morado, Senior Project Manager with ETC Institute, reviewed the purpose,
methodology and major findings from the survey. The survey objectively assessed how
residents rate Village services by starting with big picture questions and narrowing to
questions that asked feedback on specific services. The survey set baselines to
measure performance and also compares Mount Prospect's performance regionally and
nationally.
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LVA
The survey was administrated by mail, phone and online with respondents selected at
random. The goal was to receive 400 completed surveys and 490 were completed with
good distribution throughout the village. He explained the survey results have a 95%
level of confidence and margin of error +/- 4-4%. This means if the same survey was
repeated 100 times in 95 times the results would be +/-4.4% of what is reported.
Mr. Morado provided an overview of the main conclusions from the survey:
• Residents have a very positive perspective of the Village:
0 85% are satisfied with the overall quality of life in Mount Prospect.
0 85% are satisfied with the overall quality of services provided by the Village.
• Overall satisfaction with Village services rated 39% above the East Central Regional
Average and 29% above the U.S. Average.
• Village rated above the East Central Regional Average in 44 of 51 areas.
• Village rated above the U.S. Average in 43 of 51 areas.
• Top Priorities include:
o Crime prevention
o Balanced Village budget
o Flood prevention and storm water management
Mr. Morado reviewed the quality of life and quality of services results in further detail.
He also reviewed specific results regarding residents' main source for Village news,
preferred methods of communication, in-person and over -the -phone customer service
experiences, and overall satisfaction of the downtown district.
Mr. Morado provided the following in response to questions from the Village Board:
• Direct debit bill payment included in the answer option, "Online Bill Payment".
• Information by word of mouth is a common answer across the nation.
• Local access channels as a source of information are decreasing. The national
benchmarking survey was conducted last year and the trend is declining. Results
in Mount Prospect seem lower now, but it may not be as low as it seems.
• Mount Prospect's streets are rated very high and much better than most.
• ETC Institute has seen ratings down this year more than the past few years.
Public Comment
Louis Goodman
310 N. School Street
CUSTOMER RESPONSE MANAGEMENT
Chief Technology and Innovation Officer Andrew Schaeffer stated the Village
enlisted the help of Municipal GIS Partners to aid in identifying the correct service
provider to meet the Village's needs. Staff engaged with Accela to bring residents a
citizen -facing application that allows Village staff to receive, manage and respond to
resident requests in a more efficient and user-friendly manner.
He stated Customer Response Management (CRM) is a digital communications system
for residents and local governments to facilitate service requests and provide access to
city services. Residents can use the CRM by a service request link on the Village
website or through the new mpDelivers mobile application (app). He provided
instructions regarding how to find mpDelivers in the app store and how the app can be
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used beyond only submitting requests (e.g. Village Website, Latest News, Calendar of
Events, Village Social Media, etc).
Mr. Schaeffer provided the following in response to questions from the Village Board:
• The app is live and available in the App store.
• The app was developed by a company called PublicStuff which was acquired by
Accela. The yearly fee to Accela is $8,000.
• The app is not for submitting online bill payment.
• It is possible to add various widgets/buttons if we want additional links (e.g.
Village Board meeting link).
• Human Services, Finance and Public Works are currently using the app.
• Staff plans to advertise the app mostly through social media.
• A mobile device is required to use the app; however, the CRM can also be
accessed through the website or residents may still call to submit requests.
• Requests can be marked private if the submitter does not want the request made
public on the app.
• Beginning to work on some dashboards that will pull CRM data together for
regular reporting.
VI. MANAGER'S REPORT
VII. ANY OTHER BUSINESS
Coffee with Council is Saturday, January 14, 2017 at 9:00 a.m. in the Community Room.
Upcoming Centennial Celebration Events:
• February 3, 2017: Dedication of Centennial Green followed by Fireworks.
• February 4, 2017: Centennial Celebration Dinner Dance
VIII. ADJOURNMENT
The meeting adjourned at 8:23 p.m.
Alexander Bertolucci
Administrative Analyst
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