Public Nuisance

Topics: Government, Local government, Civil service Pages: 45 (12494 words) Published: August 18, 2013
PUBLIC
of local government
Findings from the 2010 Public Attitudes Survey

PERCEPTIONS

Public Perceptions Series October 2011

CMC vision: That the CMC make a unique contribution to protecting Queenslanders from major crime, and promote a trustworthy public sector CMC mission: To combat crime and improve public sector integrity

© Crime and Misconduct Commission 2011 Apart from any fair dealing for the purpose of private study, research, criticism or review, as permitted under the Copyright Act 1968, no part may be reproduced by any process without permission. Inquiries should be made to the publisher, the Crime and Misconduct Commission.

Crime and Misconduct Commission Level 2, North Tower Green Square 515 St Pauls Terrace, Fortitude Valley, Qld 4006 GPO Box 3123 Brisbane Qld 4001 Tel: (07) 3360 6060 Fax: (07) 3360 6333 Email: mailbox@cmc.qld.gov.au Note: This publication is accessible through the CMC website, www.cmc.qld.gov.au.

Contents
Foreword ................................................................................................................................... iv Acknowledgements .................................................................................................................... v List of abbreviations .................................................................................................................. vi Summary.................................................................................................................................... 1 Part A: Experiences with local government employees ............................................................ 5 Part B: General perceptions of local government employees ................................................ 19 Part C: Complaints processes .................................................................................................. 29 Conclusion ............................................................................................................................... 39 Appendix 1: Background to the survey ................................................................................... 41 Appendix 2: Survey method .................................................................................................... 44 Appendix 3: Respondent demographics ................................................................................. 46 Appendix 4: List of statistical terms, symbols and descriptions .............................................. 52 References ............................................................................................................................... 53

Foreword
This report presents the results of the latest instalment in the CMC’s Public Perceptions series. In this series, the CMC periodically surveys a representative sample of the Queensland public to gauge its perceptions of the Queensland Police Service (QPS), public service agencies and local government. These surveys are conducted as part of the CMC’s monitoring function. They measure the extent to which public sector agencies and employees are meeting the Queensland public’s expectations of service delivery. We have conducted eight surveys of Queensland residents since 1991. This report summarises the public’s responses to the 2010 survey’s items about local governments and identifies some trends over time. The results from the 2010 survey show that the public has a positive view of local government employees’ behaviour. The public’s interactions with employees also tend to be positive, and the results continue to highlight the role that courtesy and respect play in shaping clients’ general perceptions of local government authorities. Nonetheless, some results indicated that public expectations about complaints handling are not being met. While the public believes that the likelihood of detection for local government misconduct has increased, their confidence in the quality of complaints processes...

References: Aulich, C, Halligan, J and Nutley, S 2001, Australian handbook of public sector management, Allen and Unwin, Sydney. Australian Bureau of Statistics 2008, National Aboriginal and Torres Strait Islanders social survey, Australian Bureau of Statistics, Canberra. Australian Public Service Commission 2003 The Australian experience of public sector reform, APSC, Canberra. Brown, R and Evans, E 2009, Public confidence in the police: a review of research, Association of Police Authorities, Lincoln. Calvert, P and Pope, A 2005, ‘Telephone survey research for library managers’, Library Management, vol. 26, no. 3, pp. 139–51. Donlon-Cotton, C 2007, ‘Critical incidents: dealing with the media’, Law and Order, vol. 55, no. 9, pp. 24–8. Edwards, CJ 2005, Changing policing theories for 21st century societies, Federation Press, Leichhardt. Fitzgerald, GE 1989, Report of a commission of inquiry pursuant to orders in Council, Government Printer, Brisbane. Goldsmith, AJ 2010, ‘Policing’s new visibility’, British Journal of Criminology, vol. 50, pp. 914–34. Head, B, Brown, A and Connors, C (eds) 2008, Promoting integrity: assessing and improving public institutions, Ashgate, Aldershot. Kempf, AM and Remington PL 2007, ‘New challenges for telephone survey research in the twenty-first century’, Public Health, vol. 28, pp. 113–26. Miller, J and Davis, RC 2008, ‘Unpacking public attitudes to the police: contrasting perceptions of misconduct with traditional measures of satisfaction’, International Journal of Police Science and Management, vol. 10, pp. 9–22. Provan, K and Milward, H 2001, ‘Do networks really work? A framework for evaluating public sector organizational networks’, Public Administration Review, vol. 61, no. 4, pp. 414–23. Roberts, JV and Hough, M 2005, Understanding public attitudes to criminal justice, Open University Press, Berkshire. Rosenbaum, DP, Schuck, AM, Costello, SK, Hawkins, DF and Ring, MK 2005, ‘Attitudes toward the police: the effects of direct and vicarious experience’, Police Quarterly, vol. 8, pp. 343–65. Shepherd, RP 2009, ‘Departmental audit committees and governance: improving scrutiny or allaying public perceptions of poor management?’, paper presented to CPSA Annual Conference, Ottawa, 29 May 2009. Smith, G 2009, ‘Why don’t more people complain against the police?’, European Journal of Criminology, vol. 6, no. 3, pp. 251–68. Van de Walle, S, Van Roosbroek, S and Bouckaert, G 2008, ‘Trust in the public sector: is there any evidence for a long-term decline?’, International Review of Administrative Sciences, vol. 74, no. 1, pp. 47–64.
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Vehovar, V, Berzelak, N and Manfreda, KL 2010, ‘Mobile phones in an environment of competing survey modes: applying metric for evaluation of costs and errors’, Social Science Computer Review, vol. 28, no. 3, pp. 303–18. Weitzer, RJ and Tuch, SA 2005, ‘Racially biased policing: determinants of citizen perceptions’, Social Forces, vol. 83, no. 3, pp. 1009–30. Williams, H 2001, ‘Perceptions and performance: the Australian public service experience’, International Review of Administrative Sciences, vol. 67, no. 1, pp. 49–64. Legislation cited in this report: Crime and Misconduct Act 2001 (Qld)
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