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2007 stakeholder survey - summary
Note: This summary contains the first three sections of the survey report. The full text of the survey report is available as a 1.37 MB PDF.
1. Introduction
1.1 Background
UMR was contracted by Land Transport New Zealand (Land Transport NZ) to conduct its annual stakeholder survey. The 2007 survey was significantly redesigned in order to produce a shorter and better targeted survey that would elicit a higher response rate from stakeholders than those conducted previously. As part of the redesign process, UMR conducted in-depth face-to-face interviews with 10 Land Transport NZ stakeholders, including a group interview with multiple stakeholders to ensure the new survey design met Land Transport NZ's needs and better reflected the measures stakeholders wanted to be surveyed on.
1.2 Research objectives
The primary objectives of the study as outlined in the original proposal to Land Transport NZ were to:
- Provide annual statistics for reporting against Land Transport NZ's performance measures;
- Gauge the effectiveness of Land Transport NZ's stakeholder relationships and explore concerns and interests of stakeholders; and,
- Assess performance of and provide feedback regarding individual key projects.
Following the in-depth face-to-face interviews, it was evident that there was a need to measure stakeholders' perceptions of how well Land Transport NZ's policies and procedures were with the Land Transport Management Act and the Government's objectives for land transport. And flowing on from that to measure how effective it was in meeting the following objectives of the Land Transport Strategy:
- Assisting economic development;
- Assisting safety and personal security;
- Improving access and personal mobility;
- Protecting and promoting public health;
- Ensuring environmental sustainability.
It was also clear that Land Transport NZ carried out a number of key roles and activities with respect to its stakeholders, so the following were identified for inclusion in the survey:
- Provision of registration, licensing and regulatory services;
- Assisting land transport sector partners with planning and expertise;
- Financial audits;
- Technical audits;
- Promotion of economically sustainable land transport;
- Promotion of environmentally sustainable land transport;
- Promotion of integrated land transport;
- Promotion of safe land transport;
- Informing stakeholders about its policies and rules;
- Facilitating collaboration between stakeholders in the land transport industry;
- Providing training;
- Providing research on land transport issues;
- Developing policy and rules for the land transport industry;
- Enforcing policy and rules for the land transport industry;
- Assisting with safety management systems.
The full survey is included in the Appendix.
1.3 Target audience and sample
The target audience was Land Transport NZ stakeholders and the total population of interest for this study was 402 stakeholders whose contact details were provided to UMR Research by Land Transport NZ.
40 names were randomly selected from this group to be approached for telephone interviews. The remaining 362 names were selected to receive the on-line survey, but 6 of these were subsequently found to be names without e-mail addresses. Thus, a total of n=356 stakeholders were sent e-mail surveys. Of these 41 opted out of the survey and 26 e-mails bounced back or were stakeholders who had gone and for whom there was no e-mail address leaving n=289 who actually received an e-mail. One of these respondents requested a hard copy of the survey which was completed and the data entered into the on-line survey.
In addition to the 40 respondents randomly selected from the full stakeholder list provided by Land Transport NZ to undertake the survey by telephone, 26 whose e-mails bounced back for whom there was no e-mail address were also included to ensure the target of ensuring n=30 stakeholders completed the survey by phone was met.
As a result, UMR completed 200 surveys representing a 50% response rate based on the n=402 list provided by Land Transport NZ. This represents a substantial improvement on the 31% response rate experienced for the stakeholder survey last year.
The margin of error for a 50% figure at the '95% confidence level' is ±4.93%.
On the following page is a breakdown of all the stakeholders across various demographics who participated in this survey. This shows that respondents represented a reasonably even spread in terms of their experience within the industry and their dealings with each of the regional offices and national office. The sample though is heavily weighted toward those from organisations who receive funding from Land Transport NZ. A majority of respondents deal with Land Transport NZ either monthly or quarterly. It needs to be noted that some tables will not add to 100% due to rounding.
1.4 Sample demographics
| SAMPLE INFORMATION | |
|---|---|
| All (n=200) % | |
| BEST DESCRIPTION (of respondent’s organisation or position): | |
| Road Controlling Authority staff | 39.5 |
| Road Controlling Authority Elected Officials/ CEO | 18.0 |
| Regional Council Staff | 10.5 |
| Regional Council Chairperson/ CEO | 4.0 |
| Transit | 8.0 |
| Government agencies | 2.5 |
| Contractors and Consultants | 8.5 |
| Road User Groups | 5.5 |
| Auckland Regional Transport Authority | 2.5 |
| Other | 1.0 |
| 100 | |
| NUMBER OF YEARS IN THE ROAD TRANSPORT INDUSTRY: | |
| 1-5 years | 14.5 |
| 6-10 years | 15.0 |
| 11-15 years | 17.0 |
| 16-20 years | 11.0 |
| More than 20 years | 42.5 |
| 100 | |
| FREQUENCY IN DEALING WITH LAND TRANSPORT NZ: | |
| Daily | 3.0 |
| Weekly | 18.5 |
| Fortnightly | 12.5 |
| Monthly | 35.0 |
| Quarterly | 19.5 |
| Twice yearly | 4.5 |
| Annually | 4.0 |
| Other | 3.0 |
| 100 | |
| DEAL WITH LAND TRANSPORT NZ THROUGH THE: | |
| Northern Regional Office | 12.5 |
| Midland Regional Office | 20.5 |
| Central Regional Office | 25.0 |
| Southern Regional Office | 21.5 |
| National Office | 18.5 |
| Other | 2.0 |
| 100 | |
| ORGANISATION RECEIVES FUNDING FROM LAND TRANSPORT NZ | |
| Yes | 87.5 |
| No/ Unsure | 12.5 |
| 100 | |
| Base: All respondents | |
2. Methodology
2.1 Overview
A total of 402 stakeholders were invited to take part in Land Transport NZ Stakeholder Survey. 362 stakeholders were selected to complete an on-line survey, and at the request of LTZNZ, 40 were selected to complete the same survey in a telephone interview with UMR CATI operators.
All stakeholders received a letter directly from Land Transport NZ informing them of the forthcoming survey and UMR's role in delivering it. As a result of this letter Land Transport NZ was advised about some changes in stakeholder personnel, and the stakeholder list was modified accordingly.
Fieldwork was conducted from 28th May to 5th July 2007 via UMR's on-line survey instrument at UMR Research's national interview facility in Auckland.
2.2 On-line survey
An e-mail was sent out by UMR to 356 Land Transport NZ stakeholders, explaining the survey, and inviting them to complete it by following a link imbedded in the e-mail. 6 stakeholders initially selected to receive the on-line survey were found to have incomplete e-mail addresses, and were not sent this invitation. A further 14 invitations “bounced back” i.e. the e-mail addresses to which they were sent were no longer current. In both these cases, these stakeholders were included in the list of names approached to complete the survey by telephone. 41 stakeholders “opted out” of the survey, indicating that they did not want to take part in the survey or receive any further communication about it.
The on-line survey was live from 28th May until the 22nd June. During that time four reminders were sent out to stakeholders who had not completed the survey, and had not opted out. In some cases stakeholders contacted UMR to suggest alternative or additional members of their organisation who should receive an invitation to complete the survey.
Of the 336 who actually received the survey, 170 completed it, representing a response rate of 51%.
2.3 Telephone survey
40 stakeholders were initially approached to complete the survey by telephone. A further 26 stakeholders who had been initially selected to receive the on-line survey, but who did not have valid e-mail addresses were also added to this group. A total of 30 telephone interviews were completed representing a response rate of 45%.
3. Summary of Key Findings
Part 1: Questions for all respondents
3.1 Overview
Maintaining overall favourability
- Although a direct comparison of an overall rating of Land Transport NZ between this year's survey and that of 2005/06 is not possible due to differences in methodology1, it is possible to say with a high degree of confidence that Land Transport NZ has maintained its favourable standing with most stakeholders. This year's survey shows 79% of all stakeholders hold a favourable opinion of Land Transport NZ and last year's survey gave a 77% overall satisfaction rating.
Key highlights
- There are some areas in which Land Transport does a particularly good job in the eyes of its stakeholders. The following are selected key highlights from the report:
- The top rating attribute in terms of rating stakeholder engagement with Land Transport NZ was how accessible staff were which received a mean rating of 5.6 (on a 1-7 scale where 1 meant “very dissatisfied” and 7 “very satisfied). 79% of stakeholders were satisfied (ratings 5-7) with staff accessibility;
- The top rating attribute in terms of Land Transport's effectiveness in meeting its objectives was assisting safety and personal security with a mean rating of 5.1 and 73% of stakeholders rating it as effective (ratings 5-7);
- The top three areas of performance were:
- Promotes safe land transport (mean 5.6 with 83% rating 5-7);
- Informs stakeholders about its policies and rules (mean 5.4 with 82% rating 5-7);
- Technical and procedural audits (mean 5.9 with 76% rating 5-7).
Key points to focus on
- The key driver of favourable opinion of Land Transport NZ is the high quality of the relationships staff have with stakeholders. However, there is room for improvement and that can be achieved by addressing some of the perceptions that do drive negative perceptions. These are:
- Inconsistent decision-making at regional, national and Board level;
- Lack of balance of local, regional and national funding priorities;
- Too much focus on benefit cost ratios than wider benefits under the Land Transport Management Act outcomes. (For instance, stakeholders gave a mean rating of 4.1 in assessing whether policies and rules met their funding needs and 4.2 for whether priorities at the national, regional and local level were balanced);
- The need for more awareness of local, particularly rural, transport issues;
- The time and cost involved in making applications for funding, particularly for small projects;
- The need for more consultation;
- Addressing the perception that Land Transport NZ is inflexible, rule-bound and reactionary;
- Making LTP On-line more user-friendly (it has a mean satisfaction rating of 4.1 with 34% “dissatisfied”);
- Ongoing structural changes in the transport sector at the central government level.
Key strategic outcomes to focus on
- There was also a perceived need for greater effectiveness to be shown with respect to:
- Protecting and promoting public health (mean effectiveness rating of 4.2);
- Assisting with economic development (mean effectiveness rating of 4.2);
- Ensuring environmental sustainability (mean effectiveness rating of 4.4).
Key performance areas to focus on
- Relatively lower ratings were recorded for performance in the following areas:
- Providing training (mean performance rating of 4.5 with 43% rating performance as neutral or poor);
- Facilitating collaboration between stakeholders in the land transport sector (mean performance rating of 4.5 with 42% rating performance as neutral or poor);
- Promoting integrated land transport (mean performance rating of 4.6 with 38% rating performance as neutral or poor);
- Promoting sustainable land transport (mean performance rating of 4.7 with 37% rating performance as neutral or poor).
3.2 Favourability
- Land Transport NZ is well regarded by most respondents. More than three-quarters (79%) of those surveyed hold a favourable opinion (“very favourable” + “somewhat favourable”), with 14% holding a very favourable opinion. Almost one fifth (19%) have an unfavourable opinion (“very unfavourable” + “somewhat unfavourable”) with 1% who hold a very unfavourable opinion.
- A good relationship with Land Transport NZ staff is the most common reason respondents give for holding a favourable rating. Staff are seen as approachable, helpful and professional. Good consultation, clear and consistent policy, and good organisational processes are also given as reasons for a favourable rating.
- Bureaucracy, Land Transport NZ's focus on procedures, and its inflexibility are the main reasons given for an unfavourable rating. Changes and a deterioration of services stemming from structural changes as well as a lack of awareness of rural and regional transport issues are cited as reasons for an unfavourable rating.
3.3 Engagement with stakeholders
- 79% of survey respondents are satisfied (rating 5-7 on a 1-7 scale where 1 meant “very dissatisfied” and 7 “very satisfied”) with the accessibility of Land Transport NZ's staff, 74% with Land Transport NZ's understanding of their organisation and 66% with how clearly Land Transport NZ communicates its objectives.
- A majority are satisfied with how well Land Transport NZ meets information needs (65%), the timeliness of its responses (63%), how well it consults (62%) and its responsiveness to stakeholders' views (58%).
- Respondents are least satisfied with the consistency of decision-making between regional offices, the national office and the Board (37% were satisfied, 21% were dissatisfied and 24% were neither satisfied not dissatisfied).
- More direct contact with stakeholders and a greater awareness of local issues are the key suggestions made as to how Land Transport NZ could improve its engagement with stakeholders.
3.4 Sources of information
- Stakeholders get most of their information from Land Transport NZ by direct contact with its staff (37%) or from its publications (27%). Almost 20% also report getting information from the Land Transport NZ website.
3.5 Strategic alignment
- A majority of respondents (58%) rate Land Transport NZ and its procedures as well aligned (rating 5-7 on a 1-7 scale where 1 meant “not that well aligned” and 7 “very well aligned”) with the Land Transport Management Act and the Government's objectives for land transport.
- Among those who say things are well aligned, there is concern that the policies with which Land Transport NZ is aligned are poor or not appropriate for all regions and disadvantage those in smaller, low population areas.
- 12% rate Land Transport NZ and its procedures as not well aligned (rating 1-3 on a 1-7 scale) and 15% rate them neutrally (rating 4).
- Those who say things are not well aligned say alignment is hindered by Land Transport NZ processes at the project level or due to inflexibity, and that there is too much focus on economic benefits, rather than wider transport objectives.
3.6 Effectiveness of Land Transport NZ
- A majority of survey participants rate Land Transport NZ as effective (rating 5-7 on a 1-7 scale where 1 meant “very ineffectively” and 7 “very effectively”) in meeting its objectives of assisting safety and personal security (73%) and in improving access and personal mobility (54%).
- There are lower ratings of effectiveness for ensuring environmental sustinability (46%), assisting economic development (44%) and protecting and promoting public health (37%).
3.7 Importance of the relationship between Land Transport NZ and stakeholders
- Almost all respondents (96%) say Land Transport NZ is important to them as a stakeholder (rating 5-7 on a 1-7 scale where 1 meant “not that important” and 7 “very important”), with over three-quarters (76%) saying Land Transport NZ was very important.
- However, there is a significant change in ratings when stakeholders are asked to rate how important they think Land Transport NZ rates them as a stakehlder. 70% say Land Transport NZ considers them as important as stakeholders, 15% say Land Transport NZ does not consider them as important (rating 1-3 on a 1-7 scale), and 15% say it rates them neutrally (rating 4).
- More personal contact and consultation, improved processes, and more regional staff are the key suggestions as to how Land Transport NZ could improve its relationship with stakeholders.
3.8 Most important transport issues over the next 12 months
- Funding of major and minor roading projects is the most commonly cited transport issue facing respondents in the next 12 months. Funding and managing alternative transport initiatives, and planning for the transport requirements of their region are also important issues facing stakeholders.
- 34% of respondents cite funding issues compared with 12% who mention alternative transport, 12% who identify planning, 11% project delivery and 10% who cite pending structural changes like the merger between Transit and Land Transport NZ.
Part 2: Managers questions
The second part of the on-line survey consisted of a series of questions directed primarily at managers such as Land Transport Programme Managers, Passenger Transport Managers, or Planning Managers. Respondents were given the option of skipping questions that were not relevant to them.
3.9 Evaluation of Land Transport NZ’s key roles
- A majority of stakeholders rate Land Transport NZ to be perfoming almost all of its key roles well (rating 5-7 on a 1-7 scale where 1 meant “not very well” and 7 “very well).
- The most well performed roles are the promotion of safe land transport (83%) informing stakeholders about its policies and rules (82%), technical and procedural audits (76%) and administering and processing funding applications and procurement procedures (76%).
- The key roles where it is considered to perform least well relative to other roles are promoting sustainable land transport (55% say it performs this role well), promoting integrated land transport (55%), facilitating collaboration between stakeholders in the land transport sector (52%), and providing training (48%).
- Stakeholders say Land Transport NZ could make improvements by giving more support for regional and local transport issues, simplifying funding processes and providing more education and training.
3.10 Communication channels
- Documents outlining Land Transport NZ policies and procedures were rated the most useful communication channel followed by the newsletter Land Transport News. The newsletter Land Transport Research rates as useful (rating 5-7 on a 1-7 scale where 1 meant “not at all useful” and 7 “very useful”) with 60% of respondents giving it that rating while documents outlining Land Transport NZ's policies and procedures were rated as useful by 85%.
3.11 LTP On-line
- Less than half (48%) of respondents who use LTP on-line are satisfied (rating 5-7 on a 1-7 scale where 1 meant “very dissatisfied” and 7 meant “very satiusfied” with it) and over a third (34%) are dissatisfied (rating 1-3 on a 1-7 scale).
- Suggested improvements include making it more user-friendly, simplifying the questions, and providing better training and support.
3.12 Land Transport NZ and funding
- Overall, there was a reasonable level of dissatisfaction with the way Land Transport NZ balances national land transport priorities with those at a regional and local level. Under half of the respondents (43%) say Land Transport NZ balances the different transport priorities well (rating 5-7 on a 1-7 scale where 1 meant “not that well” and 7 “very well), almost a third (30%) say it does not balance priorities well (rating 1-3) and 20% are neutral (rating 4).
- The most common criticisms of the way in which Land Transport NZ deals with funding priorities are that national projects and the transport concerns of the major cities take precedence, and that regional needs, especially in areas of low population, are not given sufficient priority or are not fully understood.
- A large minority of respondents (44%) say funding policies and rules are well designed (rating 5-7 on a 1-7 scale where 1 meant “not well designed” and 7 “very well designed)to meet their needs, over a third (34%) say they are not well designed (rating 1-3) and 17% hold neutral opinions (rating 4).
- The most common criticisms of the way funding policies and rules are designed were the complexity, cost and time required to make applications, particularly for small projects, the inadequacy of regional funding critieria and the difficulty achieving a local contribution level and what was seen as the undue focus on the BCR (Benefit Cost) level of a project rather than its wider benefits including Land Transport Management Act outcomes.
3.13 Evaluation of projects
- An evaluation of specific projects showed stakeholders thought their relationship with Land Transport NZ staff and Land Transport NZ consultation generally worked well. Accessing funding, especially national funding, difficulties in establishing the required BC levels, and Land Transport NZ's commitment to long-term funding were areas that respondents identified where improvements should be made.
Page created: 28 September 2007