City Services Satisfaction Survey 2011 City Services Satisfaction Survey | Page 28

Library Services/Facilities. Use of Arlington libraries also appears to be moderately
high, with about two-thirds of households (65%) having used a library over the past 12
months. 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, although overall rating level is very high, it is notable that rating of library
facilities has declined significantly from 98% in 2009 to 94% in 2010.
Community Services. About one in six Arlington residents report they have utilized
community services over the past 12 months. Among the users, quality of customer
service (84%) is rated high, while timeliness of service (77%) indicates room for some
improvements.
Planning Department Services. Use of community planning and development
services is low, with only 7% of citizens having contacted the department over the past
12 months. 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 rated
relatively low, with top-two-box ratings under 70%.
Other Miscellaneous Services. City services that are rated very high at or above 90%
include municipal airport, garbage collection, convention center, emergency
management service, and action center. On the opposite end, city services that are
rated fewer than 70% and need some improvements are code enforcement, Handitran,
and health inspection.
Streets Overall. Streets in Arlington continue to be perceived generally as an area
where there is much room for improvement. Some of the most needed areas for
improvement include road work/street repair services, overall condition of streets and
roads, traffic signal timing, and management of traffic flow (including traffic flow in the
Entertainment District and management of traffic on the major thoroughfares during
peak times).
Decision Analyst, Inc.
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