City of Austin Performance Report 2015-16

Customers Satisfied or Neutral with Municipal Court Services 

Measure Description
The percent of citizen satisfaction with Municipal Court services is a key indicator that measures favorable responses received by citizens from the annual City of Austin Community Survey. The survey is prepared and conducted by an external third-party vendor to the City of Austin. A statistically-valid sample of randomly selected addresses are used as a representative sample of the general population of the city. The representative sample includes roughly 200 respondents from each council district. The measure captures how well the City is providing Municipal Court services, such as traffic and parking ticket processing, misdemeanor court cases, and fine collection.
Calculation Method
This measure is the sum of “very satisfied”, “satisfied”, and “neutral” responses divided by the total number of respondents who reported an opinion to this question. The data reported excludes survey respondents who left the question blank or reported “don’t know.”
FY 2015-16 Results
In FY 2015-16, 82% of respondents rated their level of satisfaction as neutral or higher, 5% below the established goal of 88%.
Assessment of Results
Total satisfaction/neutral perceptions with Municipal Court services decreased 5% from the previous fiscal year. “Very satisfied” respondents decreased 3.7% from 12.1% in FY 2014-15 to 8.4% in FY 2015-16. Additionally, “satisfied” respondents decreased 6.3% from 39% in FY 2014-15 to 32.7% in FY 2015-16, and respondents in the neutral category increased 5.2% from 36.1% in FY 2014-15 to 41.3% in FY 2015-16.
Accessibility to court facilities/services is the primary factor to the decrease in citizen satisfaction.  From FY 2014-15 to the current fiscal year, there has been a 6% decrease in satisfaction/neutral perceptions regarding the accessibility of municipal court services.  As population within the city of Austin increases, more people are moving further from the core of the city towards the periphery.  As a result, accessibility to Municipal Court services is becoming more challenging.
Next Steps
Municipal Court continues to emphasize delivery of exceptional service to its customers and intends to enhance online services and to provide streamlined service areas. Accessibility to Court facilities/services is a top priority for the Court. In line with the goal of improving customer service delivery, the Court plans to issue a request for proposal for a new Municipal Court building that will enable clients’ access to adequate parking. We are also exploring expansion options for our substations to increase Court services provided at those locations.
A new downtown substation is planned to supplement the court’s north and south substations when the main courthouse is relocated. The north substation lacks sufficient work space. The current magistration facility has no parking or sufficient room for clerks and only one office to be shared by judges. Taking magistration needs into consideration will be essential in the planning, development, and construction of the new court facility.
Contact Information
For more information contact Mary Jane Grubb, Court Clerk, at (512) 974-4692.