SURVEY RESEARCH AND LOCAL GOVERNMENT
by
MARK P. CULLINAN
B.S., University of Massachusetts
at Amherst
(1976)
Submitted to the Department of
Urban Studies and Planning
in Partial Fulfillment of the
Requirements of the Degree of
MASTER
OF
CITY
PLANNING
at the
MASSACHUSETTS INSTITUTE OF TECHNOLOGY
May
1983
Mark P. Cullinan
(1983)
The author hereby grants to M.I.T. permission to reproduce and to distribute copies of the thesis document in whole or in part.
Signature of Author:
Department of, rban Studies and Planning
23 May 1981
Certified by:
Professor Mark Schuster
f
Accepted by:
.-
/\
A
Thesis Supervisor
A
MASSAC~~USE~S IN3TIT~rF
MASSACH)USETTiiSlNSMi:
Chairman, Departmental Graduate Committee
OF TECHNOLOGY
JUL 21 1933
LIBRARIES
80tCI
TABLE OF CONTENTS
Page
Chapter
I.
II.
III.
IV.
V.
VI.
VII.
VIII.
Ix.
X.
. .
.
Overview . . . . . . . . . .
.
.
National Survey of Cities. .
. .
. . .
. .
.
9
2
. . . .
. .
. . .
. .
.
9
General Problems . . . . . .
. .
1... . .. .
Abstract . . . . . . . . .
General Benefits . .
Specific Issues. . . . . . . .
a) Project Independence. . . .
b) Political Issues. . . . . .
c) Internal Credibility......
d) Service Delivery. . .....
e) Resource Allocation . . . .
.
. .. .. . 12
. ............ ....... .. 12
14
. ...........
...........
15
. .....
a
16
. .. ........ 19
..
Boston Office of Survey Research ... .....
Parks and Recreation Survey. .
The Role of Survey Research.
10
. ...........
. .
...........
Alternatives for Implementing Survey
. . .. ..
Research and Conclusion
22
27
49
. 51
TABLES
Table
Page
Description
P-1
Boston Committee Findings .
. .
34
P-2
Satisfaction with the Quantity
of Recreation Activities. . . .
37
P-4
Race,
P-5
Household Type, Income,
-and Satisfaction . . . .
Income and Satisfaction
40
41
. ..
P-6
Race and Household Type .
. . .
42
P-7
Household Type, Race,
Income, and Satisfaction.
. . .
43
Household Type, Race,
Income, and Satisfaction.
. .
P-8
P-9
P-10
Household Type, Race,
Income and Satisfaction . .
.
. .
. 44
. .
. .
45
.l .
. 48
. . .
. .
Neighborhoods and Racial
s .$
. .8 . .a
Characteristics...
.
ABSTRACT
This thesis presents an argument for incorporating
survey research, commonly refered to as public opinion
research, at the local government level as a program
planning and evaluation tool for policy makers. It is
not the intention of this thesis to present survey
research as the only tool for program planning and
evaluation. However, survey research provides public
officials with a variety of benefits that traditional
methods, such as, cost/benefit and other economic or
political indicators do not.
This thesis reports the results of a national survey
on the use of survey research at the local government
level, and the problems and benefits associated with it.
An organizational description of Boston's Office of
Survey Research is used as an example of how a local
government may incorporate survey research into its
policy decision making process, A survey conducted
for Boston's Parks and Recreation Department is presented
as an example of how survey data is used for policy matters. The thesis concludes by citing several reasons for
local government to use survey research.
OVERVIEW
It
is
the
governments
local
this
the
throughout
planning
and
evaluation.
research
for
policy
both
terms
in
of
For
related
costs
to
a
case
government level.
States
United
local
issues,
for
Many
have begun using
governments
that use survey
it may be worth their while,
efficiency,
and
present
tool for public management, program
research as an analytical
survey
thesis
at the local
research
survey
internalizing
of
intent
to begin thinking about
internal izing this function.
I
use
begin
of
by
citizen
evidence
surveys
with
the
section
of
this
issues
that
can
may-
th esis
of
how
based
the
local level. This survey provides
data
on
discuss
the
problems
and
of survey research at the local
wil 1
benefits
level.
A
be devoted to several methodological
complicate the analysis of citizen based surveys.
Survey
Parks
I
use
thesis
will
str ucture
Boston's
of
Then
purposes.
associat ed
Off ice
at
of the growing accep tance of survey research for policy and
planning
This
the results of a national survey on the
reporting
present an organizational description of Boston's
Research
as an example of how a local government
their efforts in this regard.
and Recreation Department
may
be
A survey conducted for
is presented as an example
and how policy decisions are made
displayed,
survey research procedures.
This thesis concludes with an
argument for internalizing survey research at the local level.
I
Survey
local
research
officials
However,
it
is
only
for
program
not
the
one
of several methods-available to
planning, evaluation and management.
intent
of
this
thesis to discuss these
methods. Nor is it the intent of this thesis to discuuss
alternative
survey
is
There are several references in the
research methods per se.
Bibliography for readers interested in both of these areas.
NATIONAL SURVEY OF CITIES
During
cities
the
first
their
populations
of
selected
to
survey
ensure
questionnaire,
office
contents
Almost
January,
that
1983
I sent two hundred
and Midwest)
were
Only
cities
sampled.
with
Cities were
with
was proportionately represented.
a
cover
letter,
was
sent to the
each city with a brief explanation directing the
individual within the administration.
appropriate
half
one
100OO
efforts.
each region (Northeast, Southeast, South,
along
of
the
to
research
than
greater
Southwest,
Northwest,
mayor's
of
a brief questionnaire (see Appendix A) soliciting information
concerning
The
week
(47%)
of
the
cities
a
returned
completed
questionnaire.
A
for
majority of theee-"esponding (58%)
using
evaluation,
resident
management
as essments.
quarter
surveys.
(23%)
Of
the
They
performance
cities
responded
that
using
the
2
cited a variety of reasons
included:
measures,
resident
resident
program planning and
and
citizen
surveys,
needs
nearly one
surveys are designed,
and
adninistered
for
consultants
cities
the
Only
A
16% employe private
(61%) of those
majority
replying worked closely with private consultants in designing
approximately
year,
personnel,
process.
entire
conducting their surveys.
and
city
by
analyzed
Of the cities using resident surveys,
one third (32%) administered them less than once every
while a majority (55%) administer them at least once per year.
of these cities conduct citizen surveys more than once per
13%
year.
For
were.
QUESTION
those
cities
that
use
surveys we asked what their reasons
The table below shows the response category for each reason.
"What
is the primary reason for using survey research?"
(N=55)
To measure service delivery
22.
Program planning
24%
Program Evaluation
16%
General
QUESTION
"...What
those
38%
is the primary method in which you administer
(N=55)
surveys"
For
Issues Survey
Telephone
336%
Mail
20%
Face-to-face
12%
Combination
35%
cities
that use surveys we asked, approximately how
3
was
much
spent
on
annual
an
basis,
and
how
were
funds
the
11% report an annual cost of more than
appropriated.
Approximately
$100,000,
and
27% report spending less than $25,000 annually, while
remaining
62% reported spending between $25,000 to $100,000 per
the
year for their survey research.
"...How are the funds appropriated for survey research
QUESTION
(N=54)
expenditures?"
General Expenditure
54%
Department or Agency Expenditure
12%
State or Federal Funds
10%
Private Funds
8%
16%
Combination
Although
and
note
revenue
the
by
departments
There
produced
the
or
is also
administration
Surveys
central
funded
with "general revenue" are
administration,
while surveys funded by
agencies are initiated by the department or agency.
evidence that shows surveys initiated by the central
are
used
for
budgetary project and general
issues,
surveys that are initiated by departments or agencies are used
while
for
by departments or agencies it is important to
distinction.
initiated
real difference between general revenue
is no
there
program
program
Of
evaluation,
delivery, and resource allocation
service
decisions.
the cities (N=39) that have never employed surveys, 45% have
4
at
them
using
considered
One fifth (20%) of
one time or another.
cities that have never used surveys did not feel that resident
those
cities
why
the future.
There are several
such a high proportion of the
on employing resident surveys in the
plan
not
do
surveyed
in
them
explain
help
may
that
reasons
using
for
plans
no
have
Almost two thirds
cities who have not used resident surveys in the past
the
of
(60%)
useful for public policy decisions.
were
surveys
future:
1)
Regardless
surveys
conducting
have
to
important
about
appreciation
process
of
or contracting their work out,
internally
staff
survey
appreciation
this
local governments are interested in
whether
employees
who
have
research methods.
some
it is
knowledge
or
Without employees who
knowledge it is unlikely that survey
or
research will be used.
2)
The initial cost of survey research seems very high, and may
government
"turn-off"
However,
benefits
the
officials
who
derived
from
may
otherwise have used it.
citizen
surveys,
in terms of
program
evaluation, resource allocation, management performance, and
service
delivery
can
outweigh
the
initial cost of conducting the
survey.
3)
are political ramifications that may cause some local
There
governments
to
avoid using survey research.
These are discussed in
more detail later.
Another
was
study
of
local
governments that use resident surveys
conducted in 1973 by Webb and Hatry of The Urban Institute (Webb
5
and
Hatry,
(cities
of
1973,
Hatry's
Their study showed 50% of those surveyed
100,000 and counties over 250,000) have used some form
over
survey
p.10).
research.
study
This slight percentage
conducted
in
1973
to
my
increase from Webb and
study
conducted in 1983
evidence that there has not been any decrease
provides
in the number
of cities who use survey research over the past decade.
In
the
evaluation
past,
traditional
almost
relied
entirely
The
indicators.
cost/benefit
demonstrate
the
that
survey
methods
upon
results
of program and policy
political and economic or
of
both
studies
these
research has also played an important role
in program and policy evaluation.
This
acceptance
of
survey research by many cities is a result
of a number of factors:
1)
A
The
use of public opinion research in politics, marketing and
increasing
mass
greater public awareness of public opinion research.
media
has
heightened
the
public's
of survey
understanding
research.
2)
the
Improved computer and statistical
efficiency
of
data
analysis.
techniques have increased
The analysis of large data sets
that once took weeks to analyze can now be processed in hours.
3)
trained
a
There
hasben--an increase in the number of people who are
in survey research methods over the past few years.
response
to
This is
the growing acceptance and use of survey research in
the private as well as public sector.
4)
Many
public
officials
see public opinion research as one
6
way
of eliminating the unrepresentativeness of participation at such
forums as the public hearing.
In
cities
addition
using
to
the
survey
professional
information
research
at
The
working
in
the survey on
there have been numerous articles in
journals that support the growing acceptance and use of
survey research at the local
During
presented
a
(Daneke, Kolbus-Edwards, 1979).
recent interview with John Griener, a senior official
Institute,
Urban
with
level
I asked what his experiences have been in
local government officials, in designing, implementing
and using survey research..
QUESTION
"...John,
with
local
research?
what
government
How
your
has
officials
receptive
experience been working
in
regard
to
survey
and knowledgable have you found
them?'
ANSWER
"First,
receptivity
I think there has been a general
increase in
by all agencies over the last couple of years.
Some
of the more engineering or public works type agencies
seem
to be more skeptical about the value of the citizens'
opinions.
and
feel
They
that
seem to rely more on professional opinion
this
how
is
the
best
way
to make informed
adequate services are.
I think that
judgements
upon
there
been a great increase in the sensitivity to the
has
perceptions
of the public to evaluate the more "hard core"
7
type services, or public works.
engineering
the United States cit ize ns evaluate the quality
throughout
the
items
on
as
services,
of
quality
settling,
roa d
of
not the
sub-grade
I think this speaks to
that sor t.
concerns
the
to
perceives,
in a variety of
in the recep tivity,
increase
general
as
such
and things of
agencies,
They are literally
publ ic
the
which
concerns
engineering
cracking,
"seat-of-the-pants"
a
but I have seen it h app en.
evaluation,
relying
perceived roughness of
of
like
sound
may
It
basis
the
on
year
next
roads.
the
capital programs for
streets, even determine the ir
the
of
.In many areas
ci tizen perception of the
opposed
to
a
professionally
as to what constitutes good service.
-determined standard
(Griener, 1983)
Hatry's
of both the national survey of cities and Webb and
results
The
survey provide us with some evidence that a number of cities
the
throughout
United
States
depend on resident surveys as a tool
for public policy.
As
grows
survey
and
governments
related
problems
in general
it
techniquag....,--improve
will
areas.
governments
research
begin
However,
to
consider
(both
is
and
with
likely
use
that
more
local
it in various policy
a discussion of survey research and local
would not be complete without
associated
privately and publically)
it.
The
8
including the benefits and
following section will discuss
some
be
of
the
followed
research
in
major benefits of resident surveys.
with
a
discussion
This section will
of problems associated with survey
general, and problems with survey research when applied
to local government.
GENERAL BENEFITS
and
have
Resident
surveys
evaluate
municipal
been
used to help local officials plan
programs
services.
and
By soliciting the
public's
opinions, desires and degree of satisfaction,
be
as
made
Resident
objectives.
and Winnie, 1973, p.7-19)
(Hatry
in
surveys
testing
are
also
capable
of
monitoring
changes in users attitudes, needs and desires.
detecting
programs,
is meeting its desired
whether a service or program
to
estimates can
A resident survey can also be used
affects of a particular public policy on a specific
the
community or interest group (Clark, 1973).
an
As
aid
with
officials
local
delivery
surveys
on
based
a
become
Resident
surveys
policy.
Webb
the
pol icy
for
the
resident
key
development,
ability
al -- aid
refocus or reorient service
to
priorities.
element
in
resident surveys provide
In
this regard resident
program planning process.
the
in the development and clarification of
and Hatry summar i ze th is
pol i cy devel opment role wi th
following list of survey contributions (Webb and Hatry,
15-31).
1).
Providing selected factual data.
9
1973,
P.
2)..
Pretesting the demands for new services
3).
Providing data on citizen awareness of local government
programs.
4).
Determining broader citizen opinions.
5).
Providing a means for increased citizen participation in
government planning and policy formulation.
and
6).
Reducing isolation and alienation from government.
The
utility of resident surveys is not limited to public policy
surveys
have
evaluation
and
hispanic
identify
racial
For example, resident
the
in
differences
services and programs. Identifying white, black
opinions on city services has been used in attempts to
tension
racial
reduce
have
city
of
to
able
been
a general sense.
in
evaluation
program
studied
(Aberbach
and Walker,
1970).
Other surveys
in resident
how neighborhoods within a city may differ
satisfaction with various services (Lovich and Taylor,
1976).
GENERAL PROBLEMS
The
sets
of issues involved with survey research.
are
first
set of issues are associated with survey research and the
research
survey
are
two
There
associated
governments.
The
industry in general, while the second set of
issues
to
local
with
survey
following
research
section
issues.
10
will
when
applied
discuss
both
sets
of
General
Issues:
opinion
research in both the private and
sector has become increasingly accepted over the past decade.
public
There
are
very
few
conducting
a survey.
understan dings
We
research.
believe
are
Unfortunatel>
One
this
country
who
have
are
taking
a
not been
or
When approached most people have a general
set
who
they
says
expectations
the
abouit
nature
of
survey
even come to the poin it in this country where we
certain
Poll
in
"poll"
and
have
that
Harris
people
someone
by
approached
of
Public
firms
such as The Gallup Organization or the
generic equivalent of "public opinion poll."
the
local government does not ha ve the same advantages.
,
of the major problems with surve> research may be rooted in
the
industr>
well
known,
most
indivic uals, a factor which leaves thie typical respondent wary.
For
for
a
they carry some negative as wA
jell
who
means
as positive
images for
interviewers to encounter
some expectation th at the interview may serve
have
of getting attention and acti on by those in "authority"
part icul ar
some
experience
or
While the terms pc il or survey are generally
example, it is a common experience for
respondents
as
itself.
with
political,
reason.
attempts
under
the
Few
to sell
guise
have
Ameri cans
not
had
some
them something , either commercial
of
a
"poll"
(Baxter,
1964,
p.
124-134).
Using
credibility
Another
the
survey
methods
problem
factor
that
uncontrolled
with
for
these
the
public
damages
and
purposes
towards
the credibility of
unfortunate
11
use
of
has caused a major
survey
research.
survey research is
methods
in
such
survey
the
within
standards
control
of
lack
A
marketing.
of
forms
other
and
investigation, real estate assessment,
areas as credit
controversial
industry
research
has
and defined
created
a
suspicion in the eyes of the public. (Arnold, 1964, p. 119-123).
research
survey
which
of
set
a
Without
inaccurately
been
have
data
guidelines
accepted
continue
will
results
that are equipped or trained in survey
standards
or
presented.
which media
agree to follow, it seems likely that faulty research
can
personnel
There are few individuals in
As a result there have been numerous instances in
methods.
research
television.
industries
these
of
either
outlet for public opinion polls have
major
and
newspapers
the
been
The
data:
of
Misuse
to
find
a
place
newspapers
in
and
on
televisions.
of
survey
research
towards
wary
survey
Due to the wide variety of uses and misuses
Privacy:
of
Invasion
methods, the public is likely to continue to be
providing
research
information
continues
to
to
survey
interviewers.
If
probe into personal areas of peoples
lives, then the public will continue to be unwilling to participate.
SPECIFIC ISSUES
there
local
a
When
are
further
government uses survey research as a policy tool
issues
that require consideration. This section
discusses some of the more important of these considerations.
Project
Independence:
Some
feel
12
that
it
is
prudent for local
-4
to
governmen't
contract
firms.
consulting
it's
survey
research
out
private
to
Proponents of contracting survey research efforts
out to private cosiulting firms contend that;
"...even those governments that have the technical capability
to handle the surveys on their own may have difficulty in
gaining public credibility for their findings if they do
not use outside experts"
danger
Another
may be a little less forthcoming knowing that they
There
generalization of attitudes towards local government as
and
whole,
of
homogeneity
of
of using government staff to conduct surveys is
also a possibility that citizen assessments of local services may
represent- a
a
1977, p. 125)
giving their opinions on city services to city personnel.
are
is
public
the
that
(Hatry, et al
not
the
most
actual
of
delivery
services.
Given the
urban neighborhoods, any individual evaluation
services may result from their adoption of some indigenous set of
and
norms
expectations,
rather than from an independent evaluation
(Aberback and Walker, 1920)
of the quality of services per se.
is important for local officials to convince the public that
It
their
survey
conducted
for
efforts
private
are for public benefits as opposed to surveys
This is not an easy task, as Rome
benefit.
Arnold writes:
"...even
once
differentiated
and
local
government
themselves
from
has
non-survey
satisfactorily
questionaries
pseudo-surveys they still bear the considerable burden
13
filling a great deal of specific content regarding what
of
about, what rules the game has, what should lead
are
they
(Arnold, 1964).
the respondent in cooperating with them:
Local
information
officials
must
demonstrate
obtained
from
resident
shaping
public policy.
surveys
are
a
surveys
is
for
to
demonstrate
benefit
public
the
instrumental
is
surveys
that
the
in
Government officials must show that resident
for affecting change, and that the purpose of
means
One
benefits.
public
it's
that
public
the
to
way
for the government to
intentions
are
for public
tc develop an outlet through which survey results can be
is
published and distributed throughout the community.
One
Type of Political Problem: There
are
conducted
the
general
important
some
for
political
public.
In
for
is a fear that resident surveys
reasons, and that they do not benefit
to
order
alleviate
this
concern it is
government officials to report the survey findings in
John Griener of The Urban Institute was asked
regular fashion.
the following question:
research
survey
allegations
does
the
"...Since
QUESTION
a
that
local
City of Boston has developed its own
capability
it
is
there
been
used for political reasons.
government that
many
How
is interested in developing
its own unit address this problem?"
14
have
ANJ'
tSWE R
informa t ion,
negative
pub lic
the
Clearly
upon
imposed
being
purely
used
be
has
administration
is
information
even
years,
some
(Griener,
use
extent
by
officials
for
very
these
to be used to justify some
publicized in some regular fashion.
for their opinions,
asked
is
being
at
times, and the information should
Of course the
for internal reasons.
be
to
careful
Over
in
the
last
the
way
couple of
knowledgeable
about
opinion polls."
It is the policy of many local
management performance
governments to
in regards to
Survey research methods are also used to a great
local governments for program evaluation purposes.
must
Local
extremely cautious in using survey research data
be
purposes.
defensive
the
raising to the point where the average
survey research to measure
delivery.
are going to intervene.
1983)
Credibility:
service
those
in the national press, I think there has been
fairly
is
in
do feel strongly that the results
disseminated.
consciousness
citizen
Internal
be
research
the
not
I
politiciz ed.
become
going
Clearly
them.
for
or programs, then survey research will
ideas
preconceived
of
is
resea rch
survey
to take some
then maybe survey research is
judgements
polit ical
situations
If
tool
use ful
very
a
not
well,
willing
not
are
administrators
"If
Department and agency heads are apt to become
towards
negative
15
information
regarding
their
service or program.
department,
a
lack
cases
conf idence
of
they
may
choose
decid es
government
and
to
This defensiveness may develop into
trust
towards survey data, and in some
to ignore the results entirely.
emp loy
survey
If a local
research methods in order to
measure
service
involve
the indi viduals for whom the information is being collected,
delivery
including
city
instances
citize n
will
officials,
design
research
have
issues
and
saliency
that
r esult
it is crucial
to
Once these people become involved in the
confidence
the survey
surveys.
evaluation
department and agency heads, and in some
groups.
of
accuracy
program
and analys is there is
more
sequencing,
or
in
the
greater likelihood that they
data
generated.
of the questionnaire will
The wording,
also affect the
F inally, there are a set of methodological
from
improperly
design ed
and
administered
For a fuller discussion of these issues one should turn to
reference s cited in the bibliography.
Service
such
A
delivery:
as
related issue
satisfaction
indicator s
of
levels
management
is whether subjective measures,
towards
performance.
service
What
delivery
is
are valid
the relationship
between
citizens'
measures
of
analysts
to consider in order to determine whether there should be a
dollar
terms
for
of
Qb4ec tie
indicated
-
subjective
service
dollar
service
measure
delivery?
evaluations
This
is
and
an
objective
output
important debate for
match between what citizens perceive as true,
delivery,
of
and what may be true,
servi-e
del ivery.
in
in terms of some
Several
studi-es
have
that citizen evaluations of services are not statistically
16
associated
with
objective
measures
citizens
apparently
of
service
delivery
(Sharp,
relatively
little
1981).
Therefore,
knowledge
about
evaluations
studies
attention
some
of
of
local
government
upon
which
municipal services (Converse et. al,
have
that
indicated
to
possess
services
the
to
base
1970).
citizen
average
their
Several
pays
little
as long as the quality of services remain in
acceptable range (Brudney and England, 1982 p. 127).
This lack
knowledge may help to account for the lack of association between
subjective and objective measures of service performance.
not
Whether
citizens perceptions reflect actual service delivery or
may
beside
be
the point.
John Griener of The Urban Institute
was asked the following question:
QUESTION
"There
subjective
gauge
has
measure
service
many
been
lot
of
debate
What
and
has
as to whether
of service satisfaction can accurately
output or performance.
statistical
regard.
a
you
conceptual
There are of course
complications
in
this
experience at The Urban Institute
been?"
ANSWER
of
"I
all,
think I can address this issue in two ways.
public
(peteept ions)
have
a
as
perceptions
are
important.
a relatively independent
First
I view them
indicator, they
value in and of themselves as an indication of the
17
of
quality
service is in-some sort of
the public does not feel
but
good,
is good, then there is something wrong.
sevice
that
very
terms
absolute
the
If
service.
is merely a public relations problem,
it
of
one
that
criticisms
the
research.
That
department
in
if
is,
and this has been
been leveled at survey
has
are going to judge a police
of fear of crime, all
terms
that they need
is to put forth a good publicity program that crime
to
do
is
going
the
So
down.
out
to
basing
that fear on a real
then clearly service
situation,
That is, service has been delivered by the
improved.
department
has service
into the streets at night, and was not
scared
go
becomes,
question
from the standpoint of the person who is
Well,
improved?
has
you
Maybe
informing
in
people
that
their
fears
were
unfounded.
issue
The
or
survey
nothing
to
they
of whether services will be manipulated by a
to
a survey merely through publicity and
help
is a real one.
substantive
give
some
credit
At some point one has
to the city officials involved that
are not merely interested
in doing a "song and dance"
but
that thN*-4,ave some concerns for the real services and
the
real
hope
that
quality
they
of
services.
(officials)
(Griener, 1983)
18
will
At some point one has to
not
misuse this data.
Because
matching
of
the
statistical and conceptual problems related to
subjective
what
determine
service
or
about
own
situation
and
"what
wrong
is
present
each
program
their
and
objective
respondent's
is.
That
needs
and
Perhaps
Is
conditions, and if not
is
some
personal experience.
should
be
dissatisfacti on ,
improvement,
along
with
some
speaking from some personal
Resource
Allocation:
deserves
resident
the
given
their
personal
respondent satisfied with
The attempt
of
an
sub-population
several
with
extent
of
that
the
respondent
is
view
public about resource allocation
when
of
the
to
local
governments
administer
importance of deciding on the
various
sub-populations
and
public is sometimes asked to respond directly to
available
or
from
the
intensity of desire for
the
and
the
resources
the
between
experience.
Asking
In
of
neighborhoods,
familiar
the
indication
consideration
surveys.
allocation
has
with
the simplest idea is to ask
relationship
or
responses
experience
to
In an y analysis of service delivery there
satisfaction
much
useful
to get at the intensi ty>of dissatisfaction, correlated with
significant
how
is
how dissatisfied is he?
a
also
it
individuals should be asked only
preferences,
present?"
here
personal
is,
circumstances.
at
measures,
the
resource
neighborhood
public
drawbacks.
should
(Sharp,
1981,
be
devoted
p. 18).
to
each
Soliciting
as to how resources should be allocated
First,
many members of the public are not
basic factors such as the distinction between capital
19
and
non-capital expenditures,
Also,
much
the
allocation
improvement
can
and the nature of public expenditures.
of
resources involves an appreciation of how
be
bought
for
each
unit
of cost, and the
general public cannot be expected to possess this knowledge.
Again,
to
the
John Griener of The Urban Institute was asked to respond
question
of
allowing
the
public
to
comment on resource
I
have seen, and been
allocations.
QUESTION
"Many
involved
citizen
with,
resource
surveys
ask
allocation
the
that
respondent
questions.
some
complicated
What has your experience
been in this area?'
ANSWER
"1
deals
generally
with the "what if" type of question.
ask...."What
you
give
they
if
it
questions
are
survey
home
opinion
you had $1,000
to
tend
discounted
at
stay away from the kind of research that
sanitation,
to
very
be
Questions that
dollars to allocate, would
police,
or
fire?".
These
very popular, but I do not believe
helpful.
The
results
are
generally
by public officials, and do damage to the whole
research
is
poll
business.
The random respondent sitting
not faced with a real decision.
may
This type of
be interesting but not very valuable to
the government itself.
Our
tendency
is
to
focus
20
on
surveys that focus on the
actual
not
have
them
ask
living
building
apartment
and has never actually
the trash collector come to pick up their trash, then
seen
would
we
for instance, someone is
If,
comment on it.
an
in
people
if
contact with the service, then we would not
had
to
For example,
of individuals.
experience
should
Citizens
on it.
comment
to
them
invite
not
comment from an area of "expertise", or experience.
citizens
Understanding
or
are
officials
is
experiences
be
should
in".
interested
public
what
(Griener,
1983)
the
a
project
concerning
internal
and
with
by
addressed
design
proper
conducted
create
high
resource
issue,
and
will
formatted
correctly.
all ev i ated
through
the
allocation
are best
analysis, improperly administered
or by private consulting firms, will
both
jeopardize
Questreenw ires
allocation
resource
and
and
internally,
cost
Whereas, questions
research structure.
delivery
service
surveys
credibility.
cost, political
independence,
credibility are best addressed through the development
administrative
sound
dealing
and analysis of the survey instrument.
administration,
design,
Questions
of
the problems cited above are affected to some degree by
of
All
that
measure
political
service
and
internal
delivery
and
be ineffective if they are not worded and
Again,
many
administration
research.
21
of
and
these
problems
can
be
organization of survey
1980, Boston, Massachusetts internalized its survey research
In
employees.
government
Boston
office
division
staffed
by
conducted over 180
has
Since the office structure by
date.
to
it
would
be
useful
to
outline
the
The design, implementation and
Boston office.
the
of
organization
analysis
The
research,
survey
surround
research
are conducted has a great effect on the problems that
surveys
which
survey
surveys
resident
various
a
developed
and
efforts
any survey is the result of various relationships among
of
organization,
the
within
individuals
research
is
conducted
staff.
The
Boston
regardless
of
whether
the
by a private consulting firm or a government
some
provides
example
insight
into
these
relationships.
BOSTON OFFICE OF SURVEY RESEARCH
Following
management
within
all
performance
information
City
in
recommendations
poli-cy
by
initiative
an
was
re-election
the
the
administration
implementing
executive
(2)
create
a
policy
evaluate each Department Head's
the Mayor's policy goals, and (3) make
action
based
on
evaluation.
The
management information system called for the development of a
process that included the following steps:
A)
to
there
system that would (1) establish policy goals
Departments,
for
of Mayor Kevin White in 1979,
Establish Policy Goals
B) Establish Detailed Standards
C) Implement Policy Goals
22
D) Collect Quarterly Data
E) Summarize and Verify Performance Data
F) Evaluate Actual
Performance VS.
Lower Case Goal
G) Present the Quarterly Report to the Mayor.
The
divided
responsibilities
three
among
of
the
Policy
within
divisions
Management
the
Office
process
of
are
Policy
Management.
OFFICE OF POLICY MANAGEMENT
Deputy Mayor
Policy Managers
Because
a
responsibilities
is
Data Management
complete
description
Survey Research
of
the
roles
and
of the Policy Managers and Data Management Division
beyond the scope of this thesis, I will concentrate on the Survey
Research Division.
23
SURVEY RESEARCH DIVISION
Survey Research Director
Assistant Director
Technical Dir.
Operations Dir.
Publication Dir.
Statistician (1)
Interviewers (25-30)
Graphics (1)
Programmers
(2)
Keypunching
(2)
citizen
analyze
using
survey
pre-post
particular
of
with
the
of
measurement
This measurement process
accomplished by developing the
The
public's
perception
are
time.
is the percentage
measurement
method.
over
that
generally
is
the
service
neighborhoods
are
survey
in
improvement
part
and agency heads.
results
test
as
results are one of several different measures used
department
evaluate
(2)
is staffed to design, conduct and
undertaken
surveys
Survey
process.
to
Research Division
Survey
The
Writers
(4)
Coders
For
of
example,
the
quality
of
a
residents living in
contiguous to targeted parks or playgrounds
randomly sampled and surveyed as to their frequency of use, type
use,
quality
recreation
analyzed,
of
service or maintenance, quality of interaction
personel
etc.
Their
responses
are recorded and
and then compared to the results of an identical survey of
24
residents
selected from the same sampling frame 3-4 months
randomly
later.
Because
in
using
Research
there
are numerous statistical
subjective
Division
responses
is
to
and conceptual
measure
service
problems
output,
only interested in viewing major
the
increases or
decreases in resident perception over time.
Citizen
agencies
the
surveys
for
policy
Elderly
major
are also conducted for various departments and
and program evaluation purposes.
Commission
of
concerns
may
the
be
For example,
interested in finding out what the
elderly
population
in
are
regard
to
transportation services provided.
Since
Survey
of
etc),
an
the
fire),
33%
delivery (Parks and recreation,
for program evaluation (elderly, housing,
17%A
proposition
were
2
conducted
1/2,
etc.).
for
various issues
Survey
results
are
at a specific sub-population or geographic area,
sample
size
(at
least
100)
is
maintained for
signif icance at each level of analysis.
salar ies
-Staff
approximately
for
conducted.
service
remaining
adequate
paid
for
were
directe d
statistical
funds.
20%
tax,
generally
are
were
works),
and
30% of all surveys conducted by the
Division were for public safety (police,
surveys
(property
and
approximately
Research
all
public
1980,
$30 0,000
by
This
S ince
the
for
per
the
Survey
year.
department
Research
Division
are
All costs for surveys conducted
or
agency
for whom it is being
payment plan is accomplished through a transfer of
1979 the City has conducted approximately
25
180 surveys
per
respondents
(1,000
$6.50
per
have
been
interview.
It
has
a
(interviewing
total
and
This turns out to be approximately
$1,200,000.
of
cost
analysis)
with
survey)
been estimated that this cost would
at least 100 percent greater had the City contracted this
work out to private firms.
The
Boston Survey Research Office attributes much of its success
to the following:
A) Strong support from the Mayor
B) Flexible measurements that are negotiated directly with the
department or agency head.
C) Questionnaire design is a function of a team that includes
the Department Head and other personel from his/her office.
D) All measurements are measured over time.
E) The same team that designs the questionnaire
is involved
during the sampling, interviewing and analysis.
F) Study results are held in the strictest confidence, and are
shared only with the appropriate department head.
Because
it
Office,
of the particular structure of Boston's Survey Research
is
more
capable
of
addressing
some
of the problems
For example, the
mentioned
earlier
than a private consulting firm.
of
whether
the research is for political reasons is tempered
issue
by
linking
Management
because
the Survey Research Office with the newly created Policy
process.
Boston's
The
Office
issue of internal credibility is improved
is more capable of involving department or
26
agency personnel.
and
Department,
Recreation
analyzing
and
implementing
it
presented
is
in
necessary
survey
The
surveys.
thesis
this
in
to
designing,
also
analytical procedures that are useful
several
demonstrate
for the Boston Parks and
conducted
considerations
various
demonstrate
was
survey
following
The
helps
to
to public
officials designing public policy.
PARKS AND RECREATION
was
a
awarded
from
the
Park and
Urban
Federal
The grant
aid the City in planning and revising the five-year
to
awarded
required by UPARR to reflect the
Program
Action
Recovery
grant
planning
Recovery Program of the National Park Service.
Recreation
was
of 1982, the Boston Parks and Recreation )epartment
January
In
impact of
the new fiscal austerity created by Proposition 2 1/2.
Parks
The
each
in
cutbacks
Recreation
and
the
responsibility
space
that
goals,
of
maintaining
a
found itself charged with
physical
plant
which
greatly during an era of generous public resource s.
expanded
same
Administration
The
administration).
had undergone crippl ing
its three divisions, (maintenance, recreation
of
and
Department
had
At the
time
they were charged with safeguarding public access to open
and
recreation al opportuni ty, and felt they could not abandon
responsibility.
or
should
the
Was
ther e
still
public
support
for these
department interpret the broad tax reform to
27
mean
that
the
voters
there
taxpayers were less willing to insure public access?
only
support
the
to
resources
public
intend to cut out the waste
restore
would
be
Did
in government, and was
some services once voters were convinced
managed more effectively?
Was the general
relatively satisfied with the current recreation offerings in
their neighborhoods?
There
Should
were
also
a
number
of management
there be a different mix of public and private support in the
recreation
service delivery system?
Department
be
all
or
programs
they
which
and
100%
population
be
the
order
for
to
leverage
supporting
more
facilities?
of
a
more
local
community
investment in
Should users continue to be
any service, or should certain segments of the
asked
in
to
supplement
supplementing
with
to
decision
could
look
program activities with fees?
Parks and Recreation Department follow precedents set by
cities
recreation
instead
neighborhood
subsidized
Should
Should the Parks and Recreation
in the direct recreation service delivery business at
should
non-profits
other
issues to confront.
income
clarify
was
from
public
made
the
City's
concessions
sentiment
on
tax
and
some
based support for
vending leases?
In
of these issues, the
to utilize some of the federal planning funds to
conduct a residents opinion survey.
In
elicit
designing
opinions
the
which
survey
questionnaire an attempt was made to
could provide some help to the Department as
it attempted:
1)
To
assess
the
relative
level of public satisfaction with
28
opportunities
for
recreation
in
the
twenty-one
neighborhoods of
Boston, and the perceived need for recreation services improvements.
2)
To
identify
particularly
of
segments
population
currently
with
dissatisfied
the
available
that
were
recreation
offerings.
3)
To
specific
identify
of recreation activities that
types
residents would like more of.
4)
To
the
determine
of
acceptability
fee
programs
and
membership fees as a way of making recreation services available.
5)
To
public
measure
attitudes
towards
what
the
City's
priorities should be in the area of parks and recreation services.
the
In
asked
age
any
about
group
but
needs
to
of
develop
private
services,
terms
in
in the household.
attempt
of
how
their
recreational
insight
some
general
the
no
them
Appendix
(see
B)
on broad
satisfaction with opportunities for women and for
represented
reason,
in
questions
The intention of the
questions" was not to evaluate recreation services per
usatisfaction
se,
three
of recreation offerings were asked, and then the respondents
aspects
were
survey,
public
was
made
were
to
as to what recreation wants and
not being satisfied.
For this
differentiate between public and
instead the questions on satisfaction were framed
people
felt about the opportunities available to
neighborhoods.
opportunities?
Did
people
feel
there were enough
Were they satisfied with the quality of
the offerings?
29
should be considered when
that
issues
issues
were given specific
the analysis of this particular survey.
during
attention
interpreting the results of a
methodological
general
Three
survey.
I discussed the various methodological
paper
this
in
Earlier
I discuss
them again because of their relevance to this survey.
The respondents' general dispositions towards government may
1)
questions
the
of
scope
impressions of particular services. Even though the
their
influence
recreation
recreation
the
phone
from
the
City
interviewers
of
did identify
Survey Research
Boston
Thus, there is a reasonable possibility that some responses
Office.
respondents'
the
by
influenced
were
services,
calling
as
themselves
local
with
(public, private, or non-profit) was broader than just
opportunities
public
satisfaction
on
general
attitudes
toward
government, and the results should be examined with this in mind.
2)
deliverers
subjective
the
in
is
delivery
guarantee
services
or
in
field.
scheduled
that
the
amount of discretion the service provider
The
amount
and
a
high
type
of
service or program
at the administrative level,
schedules
programs
One explanation for
of service delivery not matching more objective
have
are
a
and there is no
followed at the ufield" level.
higher
by field personnel than others.
action
have
measures
service delivery.
of
measures
results
measures
any attempt to match subjective measure with
effect
may
objective
more
has
level of potential for discretionary actions by service
The
potential
Some
for discretionary
For example, police services
potential for discretionary actions by police, whereas
30
bus
bus
since
and
programs
special
of
are
at
decided
the
conclude that the
Thompson
a service has the more difficult it becomes
discretion
the
resources
physical
Rosentraub
level.
administrative
greater
of
level
the
although
production
and
maintenance
over
discretion
frequently have
employees
since
discretion
for
potential
1980) to have
Thompson,
and
(Rosentraub
Thompson
and
Rosentraub
by
considered
were
services
recreation
and
Parks
the administrative level and highly
at
set
are
routes
routinized.
medium
little discretionary authority to bus operators
leave
services
to match subjective an objective measures of service delivery.
3)
If
the
Although
designed
the
asked,
questionnaire
survey
ascertain
may offer an opinion.
a
include
not
did
question
whether
users
The
survey
or
la
recreation
activities
in
the
(park,
revealed
and
in
most,
bench,
differ
non-users
in
of
levels
identified those people who responded to
("during
2a
questions
participate
in an attempt to
attempt to use a surrogate measure
did
satisfaction.
comparison
service
specifically to differentiate service users from non-users,
survey
facility
a
of
non-users
the
the
City
where?")
gym,
warm
do
members
weather
what
of your household
any
type
of recreation
court,
etc)
as
with
tennis
cold
and
users.
A
no statistically significant difference between
the satisfaction levels of our "users" and "non-frequent users".
Citizens
of
recreation
condition
of
were
asked
if they were satisfied with three aspects
opportunities:
facilities.
the
quantity,
quality, and physical
Because it is not appropriate to present
31
all
of
the
analysis
analysis
will
involved in this survey, the remainder of the
only
deal
with
the
quantity
of
recreation
opportunities.
The
various
division
race,
by
sex,
ethnic
residential
were
demagiW;aDhic
ages
sub-groupings
examined
represented in households, household types,
background,
handicapped,
length
of
status (own/rent), and by neighborhood.
chosen
to
included
demonstrate
the
affect
of
residence,
These variables
third
variables
as
influencing factors.
The
of
survey
conducted
from
2,029
January
personnel.
All
personnel.
Telephone
selected
Boston's
adult
in
such
a
had
an
opinions
Boston
margins
in
residents, 18 years or older was
thru
were
numbers
March
coded
1983 by trained research
and
verified
by
trained
for participants in this survey were
proportion
population.
way
to the geographic distribution of
This stratified random sample was drawn
as to ensure the likelihood that every Boston adult
opportunity
expressed
in
over
resident
for
1983
interviews
randomly
equal
"oston
of being selected as a participant.
this
18
survey
years
smaller .- "ul
reflect
within
The
the opinions of every
plus
or
minus 3%.
Error
populations vary according to the size of
the sampled sub population.
Citywide,
opinions
fifty-one percent (51%)of the people surveyed who had
toward
dissatisfied,
the
while
quantity
of
forty-nine
recreation
percent
32
(49%)
provided
were
were
satisfied.
Fourteen percent (14%) of all respondents had no opinion.
It
a
is
instructive to compare these figures with the results of
survey conducted in May of 1981 by the Center For Survey Research,
under
contract
Committee,
satisfied
to
1981)
they
felt
Their
difference
between
the
City's
difference
the
is
this
about
results
Committee,
survey,
nine
are
Inc.*
respondents
different
presented
kinds
ratings. (Boston
were
asked
how
of neighborhood
in Table P-1.
There is a
the proportions of the Boston Committee's survey
survey.
that
implementation
while
Boston
In
services.
and
the
The
most
likely
explanation
for
this
the Boston Committee's survey was done prior to
of cutbacks in service due to Proposition 2 1/2,
the parks and recreation study was done after the cutbacks had
been in effect over a year.
Nevertheless,
before
with
the
Proposition
2
Boston
Committee survey indicates that even
1/2, residents were relatively less satisfied
Parks and Recreation Services than with many other neighborhood
services.
Only
police, street maintenance and restaurants received
lower ratings.
*The Boston Committee is a non-profit group assembled
to investigate racial tension in Boston.
33
TABLE P-1
BOSTON COMMITTEE FINDINGS
SATISFACTION WITH NEIGHBORHOOD CHARACTERISTICS BY
Percent who say they are "very satisfied" or "generally satisfied
with'
Way neighborhood residents get along
80%
Access to good shopping area
777%
Way property is kept
71%
Kind and quality of nearby stores
67%
Public transportation
65%
59.
in neighborhood
Noise level
Parks and recreation facilities
54%
Nearby restaurants, places to go out
53%
Police service
48%
in neighborhood
44%
Way streets and sidewalks are maintained
from
another
for
city.
recently
Detroit
their
also interesting to compare the parks survey to a survey
is
It
Community
indoor
United
a
completed
with
satisfaction
both
The
and
Services,
the
outdoor
1980)
The
Community Services of Metropolitan
survey
which
asked residents about
availability of recreation facilities
activities
away from home.
(United
Detroit results differ dramatically
34
from
Boston's.
accessible
facilities
Detroit
were
residents
enough
indoor
to them, and seventy-three percent (73%) were
activities.
recreational
These
differences
may be due in part to
that the Detroit survey was not conducted by or for a city
fact
as
agency
there
felt
of
with the availability of accessible facilities for outdoor
satisfied
the
they
that
responded
surveyed
(697.)
percent
nine
Sixty
Boston's,
was
and thus the Detroit survey minimized the
likelihood
that generalized attitudes toward the city administration
influenced
evaluative
responses
on
specific
Also, the
and the specific question was
different
was
services.
survey
questionnaire
geared
towards satisfaction with ava lability of facilities, whereas
demographic
be
and
their
and
majority
quantity
and quality
ties (a function of facilities,
sample
selection
and survey
Finally, there
geographic differences between Detroit and
sample
Detroit, for example, has a black
was 63% black in contrast to our sample
23% black. Some studies suggest that various demographics
was
which
and
that cou ld effect results.
Boston
with
could also contribute to differences.
administration
may
activ
Differen
programs).
and
services,
recreation
for
opportunities
satisfact on
measured
survey
Boston's
variables influence perceived levels of satisfaction
geographic
in terms of serv ice delivery (Stipak, 1980)
In
segments
of the
satisfaction
the home,
survey
Boston' s
the
factors which seemed to differentiate
population showing significantly different levels of
wi th
recreation were race, the presence of children in
income , and distance to a park.
35
Unfortunately,
in
a
responses
this
Boston
sample
did not have a large enough
to examine racial/ethnic groups other than blacks and
representation
whites
the
meaningful
from
way.
Hispanic,
combined
minority
The combined other category includes
Chinese,
group
and
was
other groups.
somewhat
less
whites, however, and more satisfied than blacks.
The
on
As a whole,
satisfied
than
(See Table P-2)
characteristic that most dramatically differentiated groups
satisfaction was race.
Of the sample of people who had opinions,
68%
of the black respondents were dissatisfied as compared to 46%. of
the
white respondents.
another
interesting
Whites
population.
When we examined the total sample, there was
difference
the
between
white
and
black
were almost twice as likely to have no opinion,
or to register no opinion.
Another
recreation
factor in determining satisfaction with the quantity of
services
couples
household
composition.
The
survey asked
to characterize their households in one of several ways:
respondents
single
is
adults,
with
couples
children,
consistent
between
households
with
no
with
and
households
children
no
children
or no children at home,
single
parents.
The differences were
with
children
at
at home.
home compared to
Households with children at
home were more dissatisfied than households without children.
36
TABLE P-2
SATISFACTION WITH QUANTITY OF RECREATION ACTIVITIES AVAILABLE
a
Sat isf ied
Total Citywide (N=2029)
Dissatisfied
49%.
51%
32
68
46
55
RACE
Blacks (N=412
Whites (N=1,532)
Other
(N=76)
54
45
INCOME
Low (under $10,000) (N=401)
Middle ($11,000-25,000) (N=719)
High (over $26,000)
(N=355)
54
44
46
56
52
48
40
58
60
52
42
34
43
57
58
66
57
53
43
43
49
57
51
HOUSEHOLD TYPES
Households with children (N=845)
Households without children (N=878)
HOUSEHOLDS WITH ANY MEMBERS:
Under 6 years old (N=245)
6-12 years
(N=291)
12-21 years
(N=54
Adults under 65 (N=1459)
Adults over 65
(N=393)
47
HOUSEHOLDS WITH ANY MEMBERS:
Households with handicapped (N=171)
Households W/O handicapped (N=1570)
37
OTHER
Access to car
(N=1,557)
No access to car (N=472)
48
49
52
48
Rent home
(N=902
Own Home (N=810)
51
47
49
53
Male
50
50
49
51
Within walking distance to a park
(N=1568)
Not within walking distance to a park
(N=179)
50
50
40
60
Primary Language not English (N=50)
Primary Language English (N=1684)
52
49
48
51
Female
Our
(N=722)
(N=1012)
respondents
members
of
general
question
programs
people
the
were
asked
to
identify
the household in various age groups.
on
satisfaction,
whether
there were
In response to the
there was more satisfaction with
for older people; 57% of the respondents in households with
over
65
were
elderly.
The
satisfied with recreational opportunities for
most
dissatisfaction
was
with
recreational
opportunities for households with children between 6-12 years old.
We
to
cross
examine
particularly
differences.
includes
to
tabulated race results with income and household type
whether
there
characterize
For
might
whites
instance,
if
be
some underlying factors which
or blacks and might explain their
the
group of blacks in the sample
a disproportionate number of low income households compared
whites,
and income is a strong determinant of satisfaction, then
income, rather than race, may be the influencing factor.
38
subgroups
various
thru P-9 the results have been broken down into
P-4
Tables
In
to aid in an analysis of how the race,
household
type
factors
breakdowns
along
racial
The
blacks.
Surprisingly,
i.e.
needy,
of
quantity
the
fact,
be
lines.
the
summarizes
There were also some
among each of the three income responses of
percentage of dissatisfied ratings was in the
largest
income
the
the
that one might assume was the most
group
income group, was the most satisfied with the
low
with
recreation,
58% responding negatively.
only
In
between the high and low income groups is not
difference
For whites, the middle and high
significant.
income groups had
frequency rates for satisfaction, they were almost as likely
similar
to
income
P-4
income group (77%), followed by 67% in the high income group.
middle
very
and
differences
significant
Table
interact.
income and
activities
significant
satisfied
as
dissastified
the quantity of recreation
As with blacks, low income whites had a more
available.
for
level
with
satisfaction,
with 61%
of low income whites
responding they were satisfied.
When
differences
group,
income
alone
between
low
was
viewed
as a factor, there was no real
and high income groups.
The middle
income
though, was significantly more dissatisfied than both the low
and high income groups.
39
TABLE P-4
RACE,
INCOME,
AND SATISFACTION
Satisfied
Dissatisfied
Low income black
.42
.58
n=112
Low income white
.61
.39
n=265
Chi square = 11.56
p = 0.00
df = 1
Satisfied
Dissatisfied
Middle income black
.23
.77
n=128
Middle income white
.51
.49
n=1055
df = 1
Chi square = 31.60
p = 0.00
Satisfied
Dissatisfied
High income black
.33
.67
n=51
High income white
.51
.49
n=331
Chi square = 5.98
df= 1
p = 0.021
40
TABLE P-5
HOUSEHOLD TYPES, INCOME AND SATISFACTION
Satisfied
Dissatisfied
Low income household with children
.40
.60
n=124
Low income household without children
.62
.38
n=253
Chi Square = 15.71
df = 1
p
= 0..00
Sat isf ied
Dissatisfied
Middle
income household with children
.31
.69
n=297
Middle
income household W/0 children
.54
.64
n=236
Chi Square = 14.68
df = 1
P = 0.00
Sat isf ied
High income household with children
High
income household W/0 children
Chi Square = 51.75
df = I
p = 0.00
41
Dissatisfied
.20
.80
n=174
.55
.45
n=212
TABLE P-6
RACE AND HOUSEHOLD TYPE
Satisfied
Dissatisfied
Black household with children
.28
.72
n=185
White household with children
.44
.54
n=410
Chi Square = 13.19
df = 1
p = 0.00
HOUSEHOLDS WITHOUT CHILDREN
Satisfied
Dissatisfied
Black household W/O children
.40
.60
n=106
White household W/O children
.60
.40
n=595
Chi Square = 14.81
There
were
different
income
increased
as
the
even
in
df = 1
also
p = 0.00
significant
differences
among households of
levels.
Once
the
income
level
low
income level households with children there was a
again,
the
level
of satisfaction
decreased in both groups, however,
high -(60%) level of dissatisfaction.
When
household
significant
in
more
both
types
were
broken
down
by race, there was a
difference between households with and without children,
blacks
satisfied
and whites.
than
white
White households without children were
households
42
with
children.
Black
households,
with
or
without
Black
households.
white
children
were more dissatisfied than
households
with
children
were
more
dissatisfied than black households without children.
Finally,
income,
not
seem
present
high
and
Tables
for
a
make
either
of
income
P
type.
household
to
ends
in
the sample is broken down by race,
7-9
In the middle income groups, it does
difference
the
whether or not there are children
black or white population.
At the low and
distribution the presence of children at home
does seem to contribute to a determination of satisfaction.
TABLE P-7
HOUSEHOLD TYPE, RACE, INCOME AND SATISFACTION
Satisfied
Dissatisfied
Low income black households
with children
.37
.63
n=60
.45
.55
n=64
Low income white households
with children
Chi Square = 1.19
df = 1
p = 0.8750
43
HOUSEHOLD TYPE,
RACE,
INCOME,
AND SATISFACTION
Satisfied
Dissatisfied
Low income black households
.48
.52
n=52
.66
.43
n=201
without ch ildren
Low income white households
without ch ildren
Chi Square = 6.062
df = 1
p = 0.022
TABLE P-8
HOUSEHOLD TYPE,
RACE,
INCOME,
AND SATISFACTION
Satisfaction
Dissatisfaction
Middle income black household
with children
.21
.79
n=91
.59
.41
n=206
Middle income white household
with children
Chi-Square = 36.61
df = I
p
0.00
44
' HOUSEHOLD TYPE,
RACE,
INCOME,
AND SATISFACTION
Satisfaction
Dissatisfaction
Middle income black households
without children**
.27
.73
n=37
.59
.41
n=199
Middle income white household
without children
Chi Square
= 12.89
df = 1
p = 0.00
TABLE P-9
HOUSEHOLD TYPE,
RACE,
INCOME,
AND SATISFACTION
Satisfied
Dissatisfied
High income black household
with children
.29
.71
n=34
.45
.55
n=1 49
High income white household
with children
Chi Square = 3.0177
df = 1
P = 0.0750
45
HOUSEHOLD TYPE, RACE, INCOME, AND SATISFACTION
Satisfied
Dissatisfied
High income bl ack household
.41
.59
n=17
.56
.44
n=195
without chi 1dren
income wh ite household
High
without children
Chi Square = 2.37
The
df = 1
P = 0.1420
perceived
level
of
satisfaction
recreation
service
seems
to
be
variables;
race,
income
and
a
factor
whether
or
of
not
quantity
of
combination
of
the
with
a
are children
there
present in the household.
As
a
result
changes
policy
of
th is
recreation programs.
not
presented
of
spite
programs
in
fiscal
were
population.
were several significant
Information produced from this survey, but
this thesis, helped City officials decide that in
auster ity,
important
What
there
the quality and quantity of Park services
affecting
and
survey
is
parks
to
and
significant
is
needed
not
any
recreation
segments
services
of
the
and
Citys
more or less service or
programs, but a more es.Iable distribution of existing resources.
Specific
neighborhoods
lower
income
children.
policy
with
decisions
income
high
made
to shift resources from
residents
with fewer children, to
were
neighborhoods with high proportions of households with
There
is
a
strong
46
association
between
minority
and low income neighborhoods with high proportions of
neighborhoods,
households
children.
with
recreation
is
individual
variable
children.
Table
categories;
more
(1)
than
50%,
(2)
20%,
and
(3)
and
be
of
quantity
of
neighborhood factor than a factor of any
as race or whether or not a household has
divides
the
survey sample into three broad
neighborhoods with a minority population of greater
neighborhoods
the
in
in
with
same
white
with a minority population between 20%
the quantity of recreation, than whites
neighborhood.
neighborhoods
are
the same neighborhood.
more
However,
more
blacks
living
Iri
satisfied than whites
If satisfaction with the quantity
was soley a factor of race we would expect to see all
recreation
blacks
P-10
the
neighborhoods with a minority population of less than
predominately
living
such
dissatisfied
living
a
with
Blacks living in predominately black neighborhoods tend to
50%.
more
of
Satisfaction
dissatisfiesd
presented
strong
perceived
to
evidence
be
than whites.
that
equitably
The results of this survey
services
and
distributed
neighborhoods.
47
programs
among
the
were
not
City's
TABLE P-10
Neighborhoods with Black Majority
Sat isf ied
Dissatisfied
Blacks (N = 213)
28%
72%
Whites (N = 50)
42%
58%
Neighborhoods with Less Than 20% Blacks
Satisfied
Blacks (N = 59)
Dissatisfied
63%
Whites (N = 1011)
45%
Neighborhoods with Between 20% and 50% Black
Sat isfi ed
Dissastified
Blacks
31%
69%
Whi tes
52%
48%
48
Without
this
Administration
recreation
the
survey
could
services
it
have
and
would
have
determined
programs,
been
the
unlikely
need
for
that the
parks
nor, could they have determined
inequitable distribution of parks and recreation resources.
survey
provided
neighborhood
making
a
means
residents
parks
and
through
could
recreation
be
and
which
the unbiased responses of
translated
services
The
and
into policy decisions
programs
more
fair,
efficient and effective.
Survey
help
the
research
is
not
the only tool
that can be employed to
administrators make these decisions, but
public
fairest (democratic), and more efficient.
an
presents
it
seems to be
The following section
argument for employing survey research, and attempts to
explain why survey research is more efficient and democratic.
The Role of Survey Research in Government
There
actions
and
are
of
local
unbiased
methods
of
three areas in which survey research can improve the
government: these
citizen
include (1) more representative
input, and, (2),
gathering-inIurmation,
more effective and efficient
which, (3),
results in improved
decision making.
(1)
increased
As
Since
1950
the
size
of
local
government personnel has
by almost 200% (U.S. Department of Commerce, 1979, P.313).
government
size
increases,
it
49
is more likely that its actions
more
grow
has relied on the ballot, or public hearings, in order to
government
in
keep
of the unattached
desires
Survey research
unbiased me ans through which local governments can gain
an
provides
and
the
dominate
more
and
less influential.
and
But as special
its citizenry.
more
opinions
heard
less
become
groups
the
methods,
traditional
desires of
Upressur e"
and
interest
the
with
touch
citizen
Traditionally,
the desires of the people.
from
removed
more informed access to the desires and opinions of its citizens.
(2)
Government
act ions
T his
conservatism.
fiscal
is
increasingly
being
in
evident
such
tax
dictated
by
revolts
as
2 1/2 in Mas sachusetts, Proposition 13 in California and
Proposition
the
current
by
local
of supply side economics.
reign
government
local
for
has
kept
not
1979,
Commerce,
of
Department
money
are
P.
291).
with
inflation
(U.S.
Therefore, there is less
provide the services it has in the
to
government
pace
The revenue generated
past.
Sample
informed
programs.
of
surveys
as
to
capable
are
of
government officials
keeping
how local residents feel
towards those services and
Survey research provides government officials with a flow
information
for
a
more equitable and efficient distribution of
resources.
(3)
making.
political
with
the
Survey
research
Policy
decisions
and/or
unbiased
that
cost/benefit
responses
new dimension to policy decision
a
adds
were
once
indicators
of
its
50
made
can
on
the basis of
now be supplemented
residents.
Survey research
efficient ways of gathering unbiased information with
cost
combines
information that is more representative of the general public.
Alternatives for Implementinq Survey Research
as
planning
program
and
policy
for
tool
a
that are interested in using survey research
governments
Local
and evaluation have
several alternatives available to them:
A)
8)
Contract with private consulting firms
a part-time research staff and supplement it with a
Develop
private consulting firm
Develop
C)
an
internal
survey
research
unit,
capable
of
designing, administering, and analyzing.
alternative
Each
As
the
has
an economy of scale associated with it.
volume of survey research work increases the cost advantages
of internalizing becomes stronger.
with
Contracting
governments
annual
or
This
method.
used
two
cost
that
an outside consulting firm is the most widely
alternative is particularly attractive to local
engage
(approximately
resident
$75,000 to $125,000)
The
for conducting one
surveys would not justify the overhead required to
develop
an internal unit.
problem
of
city
in one or two annual resident surveys.
Using outside consulting firms avoids the
having residents being less forthcoming in talking about
services
and
programs
to
51
city
personnel.
Two
major
using
in
disadvantages
private consulting firms are high cost, and
lack of management control.
may
There
private
have
more
consultants
seem
to
employees
and,
therefore, the
government
local
than
credibility
in contracting out to
advantage
additional
where
firms,
private
an
be
results may be considered with more weight.
A
second
local
survey
research at the
of
volume
Again,
anticipated annual
The staff may be supported by outside consultants. The
work.
disadvantage with this alternative is with its management.
major
be
or
annual
staff's
s
at
given
resident
leave
ci ty
maintain the
The
that
interfere
with
the
city personnel may be transferred, promoted,
It
employment.
may
be
difficult
to
adequately
continunity of an effective part-time staff.
third
internalize
the
successful
an d
committment
by
operation.
cost
city
for
is
alternative
intern al ized
professional
may
surveys
Conducting
This method also has an organizational
perman ent positions.
in
during the year.
point
It
to synchronize the staff's
officials
local
any
sem i-annual
disadvantage,
fully
for
difficult
respons ibil itie
or
the
upon
depends
survey
conducting
a part-time internal capacity.
develop
to
alternative
this
may
is
level
for
alternative
In
order
efficient,
management
survey
to
research
staff, technical
the
fully
this alternative to be
for
there
to
government
has
to
be
conducting surveys.
capacity
an
ongoing
Because a
requires a full-time
support (computers), and office space,
the cost can only be justified if the volume of work is high.
52
are
There
has
accepted
function
of city government it
to
survey
what
becomes easier to inform residents as
residents
opinions
By
about city services and
governments to clarify to the public the
local
allowIs
it
programs
into the everyday
is, and what they can expect from it.
research
soliciting
continually
Once a local government
research
survey
internalized
and
units.
research
survey
their
internalize
other advantages for local governments that
several
between the public and private surveys, thereby improving
difference
the response rates.
one objective for conducting residents surveys is to measure
If
there
then
evaluation,
benefits
additional
in internalizing
Once department and agency heads recognize
c ommittment by managem ent in their efforts towards internalizing
survey
they are more apt to accept and use survey results.
research,
Anothe r
advantage
member s
will
will
allow
also
within
be
units
resear ch
the
resear ch
staf
unit
(longitundinal)
opinons,
i~t
to service delivery and program
regards
are
research efforts.
survey
the
in
performance
management
no
cre ating a survey research unit
in
capable
throughout
for
of
supporting
the city.
working
with
other
Internalizing survey research
gre ater management and organizational control
the development of an internal survey
Final ly,
improves
research .
the
ability
effort
Any
matter how directly the
operation,
and
is that staff
should
include
the
1970).
53
to
in
conduct
on-going
surveying
residents
local government is involved in
following
elements (Biderman,
4',
A)
Respondents
are
selected randomly from the public at large
or from some large categorical population.
B)
They
are
subjected
to
a
question and answer process and
nothing more.
C)
Information
is handled anonymously and confidentially, and a
known set of safeguards exists to insure that this is
D)
No
individual
is
"No
direct
the case.
consequences should occur to the individual as a
from his participation
in the survey.
Survey information
insulated from legal process and all other forms of case action.
salesman
will suffer,
will
call",
no
gossip will follow,
no social worker will fret,
E) Respondent participation
F)
Cooperation
is
no credit rating
etc.
is voluntary.
solicited
as
an
act
of
citizenship...a
contribution to some public or large group purpose.
G)
placed
Purposes
on
informants
found worth
H)
been
and
weighed
the
worth
carefully against the burdens
of the potential
information
the cost and bother.
The
maximum public benefit from the knowledge produced will
be possible because
research
have
it
will be made freely available to all users.
Each
government
they
expect
must
decide
on
the
extent
of
survey
to do annually, and from there determine what
the best alternative would be.
APPENDIX
A
National Survey of Cities Questionnaire
PLEASE COMPLETE THIS QUESTIONNAIRE AND RETURN IT IN THE
ENCLOSED SELF ADDRESSED, POSTAGE PAID ENVELOPE.
Your name
Position
Yrs.
employed with city
Name of city
Population
Region
1) Has your city ever used a public opinion survey for
any reason?
YES
NO
(SKIP TO QUESTION 7)
2) What is the primary purpose of the public opinion
survey?
TO MEASURE SERVICE DELIVERY
PROGRAM PLANNING
PROGRAM EVALUATION
GENERAL ISSUES
COMBINATION OF ABOVE
3) How often does your city use public opinion surveys?
LESS THAN ONCE PER YEAR
ONCE PER YEAR
MORE THAN ONCE PER YEAR
4) Who is responsible for designing and conducting the survey?
OUTSIDE CONSULTANTS
CONSULTANTS & CITY
ALL CITY PERSONNEL
5)
What is the primary research method?
TELEPHONE
MAIL
FACE TO FACE
COMBINATION
6) How are the funds appropriated for survey research
expenditures?
GENERAL EXPENDITURES
DEPT. OR AGENCY EXP.
STATE OR FEDERAL FUNDS
PRIVATE FUNDS
COMBINATION OF ABOVE
7) Has your city ever considered using survey research?
YES
NO
8) Do you think survey research is an appropriate tool
for policy analysts?
YES
NO
APPENDIX
B
Boston Parks and Recreation Survey
PARKS AND RECREATION
NEEDS ASSESSMENT SURVEY
CALLER:
Screen
for 18 years of age or older.
.
I'm calling from the City of Boston
Hello, my name is
are
conducting a survey in your area
Survey Research Office. We
on your use and satisfaction with recreation opportunities, and on
suggestions for their improvement. We would appreciate your participation in the survey.
la.
lb.
During the warm weather, what recreation activities in the city
do members of your household do most often in their free time?
(
)
(
)
(
)
(
)
(
)
Where?
SPECIFIC FACILITY/LOCATION
2a.
2b.
During the cold weather what recreation activities in the city
do members of your household do, most often in their free time?
Where?
SPECIFIC FACILITY/LOCATION
We are interested in finding out how satisfied you are with
the opportunities for recreation such as ORGANIZED SPORTS, DANCE,
EXERCISE, SWIMMING, ARTS, AND GYM PROGRAMS in your neighborhood.
3a.
In general would you say you are satisfied or dissatisfied
with the quantity of recreation activities available in
your neighborhood?
1. satisfied
2. dissatisfied
3. don't know
3b'.
What about the overall quality of neighborhood programs?
1. satisfied
2. dissatisfied
3. don't know
3c.
(
)
(
)
(
)
(_
)
The physical condition of neighborhood recreation centers?
1.
satisfied
2. dissatisfied
3. don't know
4a.
What about opportunities for active recreation for women
and girls in your neighborhood?
1. satisfied
2. dissatisfied
3. don't know
4b.
What type of program would you give the highest priority
for women and girls?
5a.
Are any members o-f your household between the ages of
12 and 21?
1. yes
1. no -
skip to Ques. #6a.
How many are Male
Female
5b.
)
What about recreation opportunities in your neighborhood
Are you very
for youths between the ages of 12 and 21?
satisfied, satisfied, dissatisfied, or very dissatisfied?
1.
2.3.
4.
5.
6.
5c.
)
M(
F(
very satisfied
satisfied
dissatisfied
very dissatisfied
don't know/no opinion
none in neighborhood
What types of programs would you give the highest priority
for this age group?
()
6a.
Are any members of your household between the ages of
6 and 12?
1. yes
2. no -
skip to Ques. #7a.
How many are Male
Female
6b.
very satisfied
satisfied
dissatisfied
very satisfied
don't know/no opinion
none in neighborhood
6c.
What types of programs would you give the highest priority
for children this age?
7a.
Are their any children in your household under the age
of 6?
1. yes
2. no -
skip to Ques. #8a.
How many are Male
Female
M(
F(-)
)
(_
)
(_)
)
M(_
F(
)
(
)
What about recreation programs for children under the age of
6?
Are you very satisfied, satisfied, dissatisfied, or very
dissatisfied.
1.
2.
3.
4.
5.
6.
7c.
)
What about recreation programs (outside of school) for children
Would you say you are very satisfied,
in this age group?
satisfied, dissatisfied, or very dissatisfied?
1.
2.
3.
4.
5.
6.
7b.
(_
very satisfied
satisfied
dissatisfied
very dissatisfied
don't know/no opinion
none in neighborhood
What types of recreation activities would you give highest
priority for children under six?
8a.
Are there any people over the age of 65 in your household?
1. yes
2. no -
skip to Ques.
#9a
How many are Male
FemaleF(
8b.
)
M(
)
)
What about recreation activities for people over 65, like dance,
Are you very
exercise, arts & crafts, and social activities?
dissatisfied?
satisfied, satisfied, dissatisfied, or very
1.
2.
3.
4.
5.
6.
very satisfied
satisfied
dissatisfied
very dissatisfied
don't know/no opinion
none in neighborhood
8c.
What type of recreation programs would you give highest
senior citizens?
for.
priority
9a.
How many adults
household?
(
)
(
)
M(_
F(
)
(over 21 but under 65) are there in your
-
if 0, skip to Ques. #10a
How many are Male
Female
9b.
(
Would you say you
What about recreation programs for adults?
or very disdissatisfied,
satisfied,
satisfied,
are very
satisfied?
1. very satisfied
2. satisfied
3.
dissatisfied
4. very dissatisfied
5. don't know/no opinion
6. none in neighborhood
9c.
What type of recreation programs would you give highest
priority for adults?
(
)
10a. Could you now please tell me whether you or any household member
has every used one of the following City owned recreation facilities?
YES
NO
The Bunker Hill Recreation Room in
the Elderly Building
1
2
(
)
b.
The Hyde Park Municipal Building
1
2
(
)
C.
The L-Street Recreation Center
1
2
(
)
d.
The Mission Hill Extension
1
2
(
)
e.
The North Bennet Recreation Center
1
2
(
)
f.
The
Paris Street Gym
1
2
(
)
g.
The
Roslindale Municipal Building
1
2
(
)
h.
The
Shelburne Center
1
2
(
)
i.
The
Tobin Building on Tremont Street
1
2_
(
)
j.
The
North End Pool
1
2
(
)
k.
The Mason Pool in Roxbury
1
2
(
)
1.
The Charlestown Pool on Bunker Hill Street
1
2
(
)
(
)
a.
10b. Would you give me any reason why your household does not use any
of the facilities just mentioned more often?
01.
02.
03.
04.
05.
06.
07.
08.
09.
10.
11.
12.
13.
don't know about facility or its program
not open the right time
not used by people my age
no transportation available
it's too crowded
it's not attractive
cost too much to go there
too dangerous there
do not like other users
personal health
poor facilities
too busy
other
please specify
lla. Are there any recreation activities which members of your
household enjoy doing and would like to have more opportunity
to do?
1. yes
2. no -
llb.
skip to Ques. #12a
(
)
(
)
What are they?
llc. Would you pay a fee for this/these programs if that was the
only way they could be made available?
1. yes
2. no
3. don't know
()
lld. What is the most you would pay per session?
1.
2.
3.
4.
5.
6.
7.
up to $1.00
$1.00 to $1.99
$2.00 to $2.99
$3.00 to $3.99
$4.00 to $4.99
$5.00 or more
don'It know
(
)
(
)
12a. Do you pay an annual membership fee at a community center
or recreation club?
1.
2.
yes
no
12b. Where?
()
13.
How much priority should be given by the City's Parks and Recreation Department in spending the limited funds it has
Should these projects
available to the following projects?
be given high priority, some priority, or no priority.
HIGH
PRIORITY
a.
SOME
PRIORITY
NO
PRIORITY
D/K
more supervised programs
in parks
1
2
3
4
(
)
improve access to parks &
buildings for handicapped
1
2
3
4
(
)
c.
clean parks more often
1
2
3
4
(
)
d.
provide restrooms in parks
1
2
3
4
(
)
e.
more summer recreation
programs
1
2
3
4
(
)
keep city pools open
year-round
1
2
3
4
(
)
g.
more soccer fields
1
2
3
4
(
)
h.
more day care/day camp
programs
1
2
3
4
(
)
more exercise and health
programs
1
2
3
4
(
)
j.
more arts & crafts
1
2
3
4
(_)
k.
more gym programs
1
2
3
4
(
)
1.
return water in the frog
pond at Boston Common
1
2
3
4
(
)
provide more drinking
fountains in local parks
1
2
3
4
(
)
repair the benches and play
equipment in parks more
often
1
2
3
4
(
)
provide more decorative
fountains in parks
1
2
3
4
(
)
major parks & ball fields
1
2
3
4
(_
)
q.
improve tree care
1
2
3
4
(
)
r.
improve lighting in parks
1
2
3
4
()
1
2
3
4
(
b.
f.
i.
m.
n.
o.
p.
s.
provide more parking for
improve the conditions of
playing fields
)
14.
We would like your opinion on how city recreation programs
should be paid for...all out of local taxes,
some taxes and small fee to users,
no taxes with user paying full cost
Which of these three choices should apply to programs for:
A
CHILDREN
1
2
3
4
B
TEENS
1
2
3
4
C
ELDERLY
D
ADULTS
over 65
21-64
1
2
3
4
1
2
3
4
1.
2.
3.
4.
all taxes
taxes & fees
all fees
don't know
15.
Have you or other members of your household ever refrained
from using your neighborhood park because of gangs or groups
of youths or young adults hanging-out?
1. yes
2. no
3. no groups hang-out there
4. don't know/no opinion
Now I would like to ask you a few questions for statistical
purposes only.
16.
Does anyone with a physical handicap reside in your household?
1. yes
2. no
3. refuse
17.
What is the primary language spoken in your household?
1. English
2.
3.
4.
5.
6.
18.
Spanish
Chinese
Portugeuse
other
refuse
Which of the following racial categories best describe you?
1.
2.
3.
4.
5.
6.
Black
White
Hispanic
Oriental
other
refuse
A(
B(
C(
D(
.f
19.
Do you have access to a car for your transportation needs?
1. yes
2. no
3. refuse
20.
(
)
(
)
Are you within walking distance to a neighborhood park?
1. yes
2. no
21.
Do you own or rent your home?
1. own
2. rent
3. refuse
22.
How many years have you lived in Boston?
_ _(
23.
_
_
_
_
_
_
_
_
_
_)
_(
_
_
_
_
_
_
_
_
_
_
_)
Which of the following categories best applies to your
household?
1.
2.
3.
4.
5.
6.
25.
_
How many years have you lived at your current address?
_
24.
_
one person household
couple without children
couple with children at home
one parent with child/children
couple with no children at home
unrelated persons sharing a residence.
(
)
(
)
Into which age category do you fall?
1.
2.
3.
4.
5.
6.
18 - 24
25 - 34
35 - 49
50 - 64
65 +
refused
26.
Please estimate the total yearly income for your entire
That is, the combined income of everyone living
household.
in your household who is working or receiving outside income.
Into which of the broad categories would it fall?
1.
2.
3.
4.
5.
6.
7.
8.
27.
under $7,000
$ 7,000 to $10,000
$11,000 to $15,000
$16,000 to $25,000
$26,000 to $30,00
$30,000 or over
don't know
refused
(_
Sex of respondent.
1. male
2. female
Thank you very much.
(
)
NOTES
Joel
D. Aberback and Jack L. Walker "The Attitudes of Blacks
and Whites Toward City Services: Implication for Public Policy," in
Urban Economics, ed. John P. Crechine, Urban Affairs Reviews, IV
(Beverly Hill CA: Saqe Publications, 1970) p. 521-537.
Rome G. Arnold, "The Interview
in Jeopardy; A Problem in
Public Relations," Public Opinion Quarterly 28 (1), 119-123 (1964).
Richard
Techniques by
p. 124-134.
Baxter,
"An
Inquiry
into the Misuse of Survey
Sales Solicitors," Public Opinion Quarterly, (1964),
Albert D. Biderman,
"Information,
Intelligence and Public
Policy: Functions and Organization of Societal Feedback.", Polic
Sriences I (Summer 1970) pp. 217-230.
Jeffery L. Brudney and Robert England, Urban Policy Making and
Subjective
Service
Evaluations:
Are They Compatible?,
Public
Administration Review, (April, 1982 p. 217).
Terry
Nichols
Clark,
"Community Social
Indicators: For
Analytical
Models to Policy Applications," Urban Affairs Quarterly,
IXX, No. 1 (September, 1973) p. 3-33.
Philip E. Converse, "Attitudes and Non-Attitudes: Continuatien
of a Dialogue,"
in Edward R. Tufte, ed., The Quantitative Analysis
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Gregory A. Daneke and Patricia Klobus Edwards, Survey Research
for Public Administrators, The Public Administration Review, Vol.
39, (September/October, 1979) p. 421.
John Griener, The Urban
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from an interview conducted in January, 1983.
Harry
Hatry, et. al.,
How Effective are Your
Community
Services?
Procedures for Monitoring the Effec tiveness of Municipal
Services (Washington, D.C: The Urban Institute, 1922), p. 217.
Harry
P. Hatry, Richard E. Winnie
and Donald M. Fisk,
Practical
Prooram
Evaluation
for State
and Local
Government
Officials
(Washington: The Urban Institute 1973) pp. 7-19, 39-41,
71-79.
Nicholas
P.
Lovich,
Jr.,
and G. Thomas Taylor,
Jr.,
'Neighborhood Evaluation of Local
Government Services: A Citizen
Survey Approach,"
Urban Affairs Quarterly, XIII, No. 2 (December,
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Rosentraub and Thompson,
"The Use of Surveys of Satisfaction
for Evaluations," Policy Studies Journal; Vol.9, No. 7, 1981.
Elaine
B.
Sharp,
"Citizen Perception
of Police Service
Delivery:
A Look at Some Consequencies,"
Policy Studies Journal,
Vol. 9 no. 7 (Summer 1981) p. 17, p. 18
U.S. Department of Commerce,
Bureau of
Abstract of the United States. 1979 (p. 313,218)
Census Statistical
Kenneth Webb and Harry Hatry, Obtaining Citizen Feedback: The
Application
of Citizen Surveys to Local Governments (Washington: The
Urban Institute, 1973) p. 15-31
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41
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