Report card shows improvements

A report card shows Baw Baw Shire Council has improved its overall performance, waste management and customer service this year.

However, overall council direction fell dramatically along with smaller dips in sealed road conditions and community consultation.

Councillors received the annual Community Satisfaction Survey results at last week’s meeting, with the two-point index score increase in overall performance the highlight.

Although Baw Baw traditionally scores lower than average amongst large rural councils, the 56 in overall performance was above the average of 55 for the first time.

Baw Baw’s overall performance has increased from 48 in 2016 to 56 in 2022.

Residents aged 18 to 34 years were the most satisfied with council’s overall performance, whilst west ward residents and men were deemed the least satisfied.

Whilst noting the “statistically significant” five-point decrease in overall council direction from 50 to 45 in the past 12 months, it followed both state (three-point decrease) and large rural (four-point decease) trends.

Conducted by the state government, the annual survey is based on opinions of 400 randomly selected residents and ratepayers.

Mayor Michael Leaney thanked those who participated and noted the overall improvement, adding “there’s always further work to do”.

“It’s valuable to get feedback every year as to how council is performing. Good or bad, we need to know.”

“It puts a lens on where we’ve been, but importantly it gives us a window in what we can do better into the future,” Cr Leaney said.

The survey focuses on core areas of overall performance, community consultation and engagement, decisions made in interest of the community, condition of sealed local roads, customer service, overall council direction and waste management.

With a score of 71, council continues to deliver on waste management, scoring above both state (68) and large rural (65) averages. Customer

service continues to improve with an alltime high score of 70 points.

In addition to the core areas, feedback was sought on individual service areas. Arts centres and libraries (73), appearance of public areas (71) and recreational facilities (69) all scored highly, whilst lobbying (51), business and community development and tourism (56), environmental sustainability (58) and emergency disaster management (65) were below the state averages.

The survey recommended council focus on maintaining service areas of strong satisfaction such as customer service and recreational facilities. It also recommended attention on decisions made in the interest of the community, condition of sealed local roads, consultation and engagement, and lobbying, “as these have a strong influence on overall impressions and there is room for positive growth in each”.

Cr Annemarie McCabe questioned whether the study was a “true reflection of our community” given roughly half of the correspondents were aged 65 plus. Census data shows this age group only makes up 21.4 per cent of Baw Baw’s population, she said.

Concerned about the decrease in overall council direction, Cr McCabe wants to explore this perception, particularly amongst west ward residents, men and over 65s.

“Twice as many residents would prefer cuts in council services to keep council rates of the same level they are now - 51 per cent.

“This is quite the conundrum because as soon as services are cut, I dare say there would be a public outcry,” Cr McCabe said.

Cr Tricia Jones noted the decreased satisfaction of west ward residents.

She cited rapid growth causing changes of landscape, removal of vegetation and traffic congestion as well as inadequate infrastructure for this decline.

“This is disappointing but understandable. I don’t feel satisfied either.”

Curious about the drop in community consultation and engagement, Cr Jones said “this is one area we need to get right, it’s really important”.

She questioned whether council was doing enough or using the right mediums to attract target audiences for consultation, leaving residents feeling disenfranchised and unheard.

Cr Keith Cook said sealed road maintenance stood out for its “fairly low” score, but noted a significant improvement over time, increasing from 38 in 2016 to 43 in 2022.

“That speaks to the work this council has been doing with road construction maintenance...but there’s still plenty to do in that area.”

He also looked at lobbying data, noting the need to advocate state government for arterial road network upgrades for Drouin, Warragul and Longwarry.

“Drouin town is jamming up,” Cr Cook said. “It’s just terrible. Something needs to be done.”