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City of Pleasanton Satisfaction Survey Proposal Page 6 ➢ How do residents get information about City government — the City's website, community meetings, social networks, newsletters, etc.? ➢ Do residents believe the City does a good job of communicating with residents? ➢ In what ways do they prefer getting information from the City — e-mail, recorded phone messages, printed notices sent to homes/businesses, etc.? Taken together, a survey including questions across this range of topics would lake the average respondent approximately 23- to 25-minutes to complete. Pre-Testing: Once approved for fielding, the questionnaire will be pre-tested with a sufficient number of respondents to ensure ease of administration and flow. Such testing will also verify the length of the questionnaire and the survey questions' clarity and comprehensibility. The results of the pre-test will be reviewed with City staff in order to determine if my adjustments need to be made before interviewing proceeds. Interviewing: This telephone interviewing will be conducted by McGuire Research Services (MRS), who conducted the telephone interviewing for the 2007 Pleasanton studies. MRS has well-established procedures to supervise the interviewing process and to verify that interviews are conducted according to specifications. Among these procedures are the monitoring of actual interviews by on-site supervisors, identification of each interview by interviewer, and the use of a regularly employed staff of professional, full-time interviewers. There is an established protocol for callbacks of busy or "not-at-home" numbers designed specifically to maintain the randomness of interviewee selection. FM3 retains all interviews as part of its data processing procedures described below. FM3 proposes to review its procedures with the Pleasanton City staff to ensure client satisfaction with all technical aspects of the sample selection and interview ng process. Data Analysis: Response data will be analyzed by FM3's Data Processing and Analysis Department using Survey System and SAS software, both well-documented and widely-used data analysis software packages. The Data Processing and Analysis Department staff employs a data checking and editing system to eliminate errors and document the handling of data received from the interviewers. The morning after interviewing has been completed, FM3 will provide the City with "topline" survey results. These results will present the overall percentage of respondents that chose each answer to each of the survey's questions. Within 24 to 36 hours from completion of the last interview, FM3 will provide the City with a comprehensive set of cross-tabulated results. The cross-tabulated results will in:lude a table for each question or demographic variable in the survey, with a series of up to 200 columns indicating how various subgroups of Pleasanton residents responded to that question. The cross- tabulated results make it possible to detect differences in responses to each survey question among subsets of the City's population. Fairbank, Maslin, Maullin, Metz& Associates FM3