Merredin Regional Community and Leisure Centre Operational Management Model Review

Community Survey

The Shire of Merredin has engaged NAJA Business Consulting Services to conduct an independent operational business review of the MRCLC. Principal, Paul Rosair and his team have already conducted workshops with the Shire staff and Council, and committee members of the MRCLC user-groups. They have also had one on one interviews with the Sports Council, the current facility managers, Belgravia, and other key stakeholders.

Now it's the Community's opportunity to inform the review. By completing this survey you will provide valuable information that will assist the Council to make informed decisions for your community. Questions are aimed at identifying potential service delivery improvements, addressing efficiencies and effectiveness, and assisting in addressing financial sustainability.

The survey should take less than 10 minutes to complete, thank you for your time.

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* 1. What is your age

Under 18

18-25

26-35

36-45

46-55

Over 55

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* 2. Gender: how do you identify

Woman

Man

Non-binary

Prefer to self-describe:

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* 3. Do you currently use the MRCLC facilities and, if so, which ones and how often?

	Never	Seldom - less than 5 times a year	Moderate - between 6-25 times a year	Frequently - more than 25 times a year
Hydrotherapy Pool	Hydrotherapy Pool Never	Hydrotherapy Pool Seldom - less than 5 times a year	Hydrotherapy Pool Moderate - between 6-25 times a year	Hydrotherapy Pool Frequently - more than 25 times a year
Hall/indoor courts	Hall/indoor courts Never	Hall/indoor courts Seldom - less than 5 times a year	Hall/indoor courts Moderate - between 6-25 times a year	Hall/indoor courts Frequently - more than 25 times a year
Meeting Room	Meeting Room Never	Meeting Room Seldom - less than 5 times a year	Meeting Room Moderate - between 6-25 times a year	Meeting Room Frequently - more than 25 times a year
Restaurant and Bar	Restaurant and Bar Never	Restaurant and Bar Seldom - less than 5 times a year	Restaurant and Bar Moderate - between 6-25 times a year	Restaurant and Bar Frequently - more than 25 times a year
Changerooms/toilets	Changerooms/toilets Never	Changerooms/toilets Seldom - less than 5 times a year	Changerooms/toilets Moderate - between 6-25 times a year	Changerooms/toilets Frequently - more than 25 times a year
Sports grounds/oval and or cricket pitch	Sports grounds/oval and or cricket pitch Never	Sports grounds/oval and or cricket pitch Seldom - less than 5 times a year	Sports grounds/oval and or cricket pitch Moderate - between 6-25 times a year	Sports grounds/oval and or cricket pitch Frequently - more than 25 times a year
Outdoor basketball/netball courts	Outdoor basketball/netball courts Never	Outdoor basketball/netball courts Seldom - less than 5 times a year	Outdoor basketball/netball courts Moderate - between 6-25 times a year	Outdoor basketball/netball courts Frequently - more than 25 times a year
Bowling green	Bowling green Never	Bowling green Seldom - less than 5 times a year	Bowling green Moderate - between 6-25 times a year	Bowling green Frequently - more than 25 times a year
Hockey/tennis courts	Hockey/tennis courts Never	Hockey/tennis courts Seldom - less than 5 times a year	Hockey/tennis courts Moderate - between 6-25 times a year	Hockey/tennis courts Frequently - more than 25 times a year
Golf course	Golf course Never	Golf course Seldom - less than 5 times a year	Golf course Moderate - between 6-25 times a year	Golf course Frequently - more than 25 times a year
Other	Other Never	Other Seldom - less than 5 times a year	Other Moderate - between 6-25 times a year	Other Frequently - more than 25 times a year

Please specify what part of the facility you use if you chose "other"

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* 4. On what terms do you use the facilities?

Club or organisation player, official, participant or committee member

Spectator or parent / carer of participant

Social events

Other (please specify)

None of the above

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* 5. If you do not use any of the facilities at MRCLC could you tell us why?

Not interested in this type of service/sport

There are no programs or sports that suit me at this time

Location

Cost

Inaccessibility

Other (please specify)

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* 6. How important are these factors to you when you visit the MRCLC?

	Very important	Somewhat Important	Neutral	Somewhat Unimportant	Not important at all	Not applicable/Unsure
The facility (building, outside area and equipment)	The facility (building, outside area and equipment) Very important	The facility (building, outside area and equipment) Somewhat Important	The facility (building, outside area and equipment) Neutral	The facility (building, outside area and equipment) Somewhat Unimportant	The facility (building, outside area and equipment) Not important at all	The facility (building, outside area and equipment) Not applicable/Unsure
The service	The service Very important	The service Somewhat Important	The service Neutral	The service Somewhat Unimportant	The service Not important at all	The service Not applicable/Unsure
The cost	The cost Very important	The cost Somewhat Important	The cost Neutral	The cost Somewhat Unimportant	The cost Not important at all	The cost Not applicable/Unsure

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* 7. Facility: When thinking about the MRCLC, how would you rate the following?

	Excellent	Good	Satisfactory	Fair	Poor	Not applicable/unsure
General quality/suitability of the building	General quality/suitability of the building Excellent	General quality/suitability of the building Good	General quality/suitability of the building Satisfactory	General quality/suitability of the building Fair	General quality/suitability of the building Poor	General quality/suitability of the building Not applicable/unsure
Quality/suitability of the furnishings and equipment	Quality/suitability of the furnishings and equipment Excellent	Quality/suitability of the furnishings and equipment Good	Quality/suitability of the furnishings and equipment Satisfactory	Quality/suitability of the furnishings and equipment Fair	Quality/suitability of the furnishings and equipment Poor	Quality/suitability of the furnishings and equipment Not applicable/unsure
Indoor courts	Indoor courts Excellent	Indoor courts Good	Indoor courts Satisfactory	Indoor courts Fair	Indoor courts Poor	Indoor courts Not applicable/unsure
Outdoor playing fields and courts	Outdoor playing fields and courts Excellent	Outdoor playing fields and courts Good	Outdoor playing fields and courts Satisfactory	Outdoor playing fields and courts Fair	Outdoor playing fields and courts Poor	Outdoor playing fields and courts Not applicable/unsure
Children play areas	Children play areas Excellent	Children play areas Good	Children play areas Satisfactory	Children play areas Fair	Children play areas Poor	Children play areas Not applicable/unsure
Hydrotherapy facilities	Hydrotherapy facilities Excellent	Hydrotherapy facilities Good	Hydrotherapy facilities Satisfactory	Hydrotherapy facilities Fair	Hydrotherapy facilities Poor	Hydrotherapy facilities Not applicable/unsure
Change rooms and toilets	Change rooms and toilets Excellent	Change rooms and toilets Good	Change rooms and toilets Satisfactory	Change rooms and toilets Fair	Change rooms and toilets Poor	Change rooms and toilets Not applicable/unsure
Meeting room	Meeting room Excellent	Meeting room Good	Meeting room Satisfactory	Meeting room Fair	Meeting room Poor	Meeting room Not applicable/unsure
Bar and restaurant facilities	Bar and restaurant facilities Excellent	Bar and restaurant facilities Good	Bar and restaurant facilities Satisfactory	Bar and restaurant facilities Fair	Bar and restaurant facilities Poor	Bar and restaurant facilities Not applicable/unsure
Outdoor social areas	Outdoor social areas Excellent	Outdoor social areas Good	Outdoor social areas Satisfactory	Outdoor social areas Fair	Outdoor social areas Poor	Outdoor social areas Not applicable/unsure
Accessibility and safety of the facility	Accessibility and safety of the facility Excellent	Accessibility and safety of the facility Good	Accessibility and safety of the facility Satisfactory	Accessibility and safety of the facility Fair	Accessibility and safety of the facility Poor	Accessibility and safety of the facility Not applicable/unsure
Cleanliness of the facility	Cleanliness of the facility Excellent	Cleanliness of the facility Good	Cleanliness of the facility Satisfactory	Cleanliness of the facility Fair	Cleanliness of the facility Poor	Cleanliness of the facility Not applicable/unsure
Cooling and / or heating	Cooling and / or heating Excellent	Cooling and / or heating Good	Cooling and / or heating Satisfactory	Cooling and / or heating Fair	Cooling and / or heating Poor	Cooling and / or heating Not applicable/unsure
Lighting - interior and exterior	Lighting - interior and exterior Excellent	Lighting - interior and exterior Good	Lighting - interior and exterior Satisfactory	Lighting - interior and exterior Fair	Lighting - interior and exterior Poor	Lighting - interior and exterior Not applicable/unsure

Comments/ feedback/suggestions:

Question Title

* 8. Service: When thinking about the service levels at the MRCLC, how would you rate the following?

	Excellent	Good	Satisfactory	Fair	Poor	Not applicable/unsure
Overall level of service	Overall level of service Excellent	Overall level of service Good	Overall level of service Satisfactory	Overall level of service Fair	Overall level of service Poor	Overall level of service Not applicable/unsure
General communication	General communication Excellent	General communication Good	General communication Satisfactory	General communication Fair	General communication Poor	General communication Not applicable/unsure
Marketing and advertising	Marketing and advertising Excellent	Marketing and advertising Good	Marketing and advertising Satisfactory	Marketing and advertising Fair	Marketing and advertising Poor	Marketing and advertising Not applicable/unsure
Ease of booking (if appropriate)	Ease of booking (if appropriate) Excellent	Ease of booking (if appropriate) Good	Ease of booking (if appropriate) Satisfactory	Ease of booking (if appropriate) Fair	Ease of booking (if appropriate) Poor	Ease of booking (if appropriate) Not applicable/unsure
Responsiveness of staff to questions/incidents/suggestions/requests	Responsiveness of staff to questions/incidents/suggestions/requests Excellent	Responsiveness of staff to questions/incidents/suggestions/requests Good	Responsiveness of staff to questions/incidents/suggestions/requests Satisfactory	Responsiveness of staff to questions/incidents/suggestions/requests Fair	Responsiveness of staff to questions/incidents/suggestions/requests Poor	Responsiveness of staff to questions/incidents/suggestions/requests Not applicable/unsure
Complaints handling	Complaints handling Excellent	Complaints handling Good	Complaints handling Satisfactory	Complaints handling Fair	Complaints handling Poor	Complaints handling Not applicable/unsure
Helpfulness and friendliness of staff	Helpfulness and friendliness of staff Excellent	Helpfulness and friendliness of staff Good	Helpfulness and friendliness of staff Satisfactory	Helpfulness and friendliness of staff Fair	Helpfulness and friendliness of staff Poor	Helpfulness and friendliness of staff Not applicable/unsure
Suitability of opening hours (accessiblity) for sporting activities	Suitability of opening hours (accessiblity) for sporting activities Excellent	Suitability of opening hours (accessiblity) for sporting activities Good	Suitability of opening hours (accessiblity) for sporting activities Satisfactory	Suitability of opening hours (accessiblity) for sporting activities Fair	Suitability of opening hours (accessiblity) for sporting activities Poor	Suitability of opening hours (accessiblity) for sporting activities Not applicable/unsure
Suitability of opening hours (accessiblity) for bar and restaurant	Suitability of opening hours (accessiblity) for bar and restaurant Excellent	Suitability of opening hours (accessiblity) for bar and restaurant Good	Suitability of opening hours (accessiblity) for bar and restaurant Satisfactory	Suitability of opening hours (accessiblity) for bar and restaurant Fair	Suitability of opening hours (accessiblity) for bar and restaurant Poor	Suitability of opening hours (accessiblity) for bar and restaurant Not applicable/unsure
Staffing levels	Staffing levels Excellent	Staffing levels Good	Staffing levels Satisfactory	Staffing levels Fair	Staffing levels Poor	Staffing levels Not applicable/unsure
Number of programs	Number of programs Excellent	Number of programs Good	Number of programs Satisfactory	Number of programs Fair	Number of programs Poor	Number of programs Not applicable/unsure
Suitability of programs	Suitability of programs Excellent	Suitability of programs Good	Suitability of programs Satisfactory	Suitability of programs Fair	Suitability of programs Poor	Suitability of programs Not applicable/unsure

If you have answered Fair or Poor in any of the above answers, please tell us why

Question Title

* 9. Fees and Billing: When considering the fees and billing process at the MRCLC, how would you rate the following?

	Excellent	Good	Satisfactory	Fair	Poor	Not applicable/unsure
Individual billing process	Individual billing process Excellent	Individual billing process Good	Individual billing process Satisfactory	Individual billing process Fair	Individual billing process Poor	Individual billing process Not applicable/unsure
Sporting club billing process	Sporting club billing process Excellent	Sporting club billing process Good	Sporting club billing process Satisfactory	Sporting club billing process Fair	Sporting club billing process Poor	Sporting club billing process Not applicable/unsure
Venue Hire billing process	Venue Hire billing process Excellent	Venue Hire billing process Good	Venue Hire billing process Satisfactory	Venue Hire billing process Fair	Venue Hire billing process Poor	Venue Hire billing process Not applicable/unsure
Current individual fee structure	Current individual fee structure Excellent	Current individual fee structure Good	Current individual fee structure Satisfactory	Current individual fee structure Fair	Current individual fee structure Poor	Current individual fee structure Not applicable/unsure
Current club fee structure	Current club fee structure Excellent	Current club fee structure Good	Current club fee structure Satisfactory	Current club fee structure Fair	Current club fee structure Poor	Current club fee structure Not applicable/unsure
Current venue hire fee structure	Current venue hire fee structure Excellent	Current venue hire fee structure Good	Current venue hire fee structure Satisfactory	Current venue hire fee structure Fair	Current venue hire fee structure Poor	Current venue hire fee structure Not applicable/unsure
Value for money as an individual participant	Value for money as an individual participant Excellent	Value for money as an individual participant Good	Value for money as an individual participant Satisfactory	Value for money as an individual participant Fair	Value for money as an individual participant Poor	Value for money as an individual participant Not applicable/unsure
Value for money as a sporting club	Value for money as a sporting club Excellent	Value for money as a sporting club Good	Value for money as a sporting club Satisfactory	Value for money as a sporting club Fair	Value for money as a sporting club Poor	Value for money as a sporting club Not applicable/unsure
Value for money for venue hire	Value for money for venue hire Excellent	Value for money for venue hire Good	Value for money for venue hire Satisfactory	Value for money for venue hire Fair	Value for money for venue hire Poor	Value for money for venue hire Not applicable/unsure

Comments/feedback/suggestions

Question Title

* 10. When considering maintenance, operating, renewal and replacement costs for the facility (including courts and outdoor playing surfaces) what do you consider would be the most appropriate way to meet these costs?

User pay system i.e. increases in fees and charges for people using the facilities

General rate increase across the community

Differential rate increase targeting big industry

Council subsidises the MRCLC more than it does already, at the potential expense of other services or projects in town

Seeking State and Federal government assistance (eg grants)

A combination of the above

Not sure, would need more information

Comments:

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* 11. Management of the MRCLC has been conducted by an external company for the past 6 years. Have you noticed any significant change in the operations since this change was made, and if so, please provide details.

Not applicable, I was not using the facility before the change was made so I cannot compare

No noticable change

Yes, positive changes

Yes, negative changes

Changes since external company began managing the Centre:

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* 12. On the basis of your knowledge and information provided by Council, do you have an opinion on the governance model best suitable to operate the facility?

	Highly suitable	Suitable	Indiferent	Unsuitable	Highly unsuitable	Unsure
Option 1: Current operating model - third party manager	Option 1: Current operating model - third party manager Highly suitable	Option 1: Current operating model - third party manager Suitable	Option 1: Current operating model - third party manager Indiferent	Option 1: Current operating model - third party manager Unsuitable	Option 1: Current operating model - third party manager Highly unsuitable	Option 1: Current operating model - third party manager Unsure
Option 2: Current operating model with improvements/increased service levels	Option 2: Current operating model with improvements/increased service levels Highly suitable	Option 2: Current operating model with improvements/increased service levels Suitable	Option 2: Current operating model with improvements/increased service levels Indiferent	Option 2: Current operating model with improvements/increased service levels Unsuitable	Option 2: Current operating model with improvements/increased service levels Highly unsuitable	Option 2: Current operating model with improvements/increased service levels Unsure
Option 3A: Third party to manage facility and programs only and a hospitality provider to manage the bar and restaurant	Option 3A: Third party to manage facility and programs only and a hospitality provider to manage the bar and restaurant Highly suitable	Option 3A: Third party to manage facility and programs only and a hospitality provider to manage the bar and restaurant Suitable	Option 3A: Third party to manage facility and programs only and a hospitality provider to manage the bar and restaurant Indiferent	Option 3A: Third party to manage facility and programs only and a hospitality provider to manage the bar and restaurant Unsuitable	Option 3A: Third party to manage facility and programs only and a hospitality provider to manage the bar and restaurant Highly unsuitable	Option 3A: Third party to manage facility and programs only and a hospitality provider to manage the bar and restaurant Unsure
Option 3B: Third party to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant	Option 3B: Third party to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Highly suitable	Option 3B: Third party to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Suitable	Option 3B: Third party to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Indiferent	Option 3B: Third party to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Unsuitable	Option 3B: Third party to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Highly unsuitable	Option 3B: Third party to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Unsure
Option 4A: Shire to manage facility and programs only and a hospitality provider to manage the bar and restaurant	Option 4A: Shire to manage facility and programs only and a hospitality provider to manage the bar and restaurant Highly suitable	Option 4A: Shire to manage facility and programs only and a hospitality provider to manage the bar and restaurant Suitable	Option 4A: Shire to manage facility and programs only and a hospitality provider to manage the bar and restaurant Indiferent	Option 4A: Shire to manage facility and programs only and a hospitality provider to manage the bar and restaurant Unsuitable	Option 4A: Shire to manage facility and programs only and a hospitality provider to manage the bar and restaurant Highly unsuitable	Option 4A: Shire to manage facility and programs only and a hospitality provider to manage the bar and restaurant Unsure
Option 4B: shire to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant	Option 4B: shire to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Highly suitable	Option 4B: shire to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Suitable	Option 4B: shire to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Indiferent	Option 4B: shire to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Unsuitable	Option 4B: shire to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Highly unsuitable	Option 4B: shire to manage facility and programs only and a Sports Association or similar to manage the bar and restaurant Unsure
Option 5: Shire to manage facility, programs, bar and restaurant	Option 5: Shire to manage facility, programs, bar and restaurant Highly suitable	Option 5: Shire to manage facility, programs, bar and restaurant Suitable	Option 5: Shire to manage facility, programs, bar and restaurant Indiferent	Option 5: Shire to manage facility, programs, bar and restaurant Unsuitable	Option 5: Shire to manage facility, programs, bar and restaurant Highly unsuitable	Option 5: Shire to manage facility, programs, bar and restaurant Unsure
Option 6: Sport Association to manage facility, programs, bar and restaurant	Option 6: Sport Association to manage facility, programs, bar and restaurant Highly suitable	Option 6: Sport Association to manage facility, programs, bar and restaurant Suitable	Option 6: Sport Association to manage facility, programs, bar and restaurant Indiferent	Option 6: Sport Association to manage facility, programs, bar and restaurant Unsuitable	Option 6: Sport Association to manage facility, programs, bar and restaurant Highly unsuitable	Option 6: Sport Association to manage facility, programs, bar and restaurant Unsure

Any other model that you think would be more suitable? Please advise

Merredin Regional Community and Leisure Centre Operational Management Model Review

Community Survey

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* 1. What is your age

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* 2. Gender: how do you identify

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* 3. Do you currently use the MRCLC facilities and, if so, which ones and how often?

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* 4. On what terms do you use the facilities?

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* 5. If you do not use any of the facilities at MRCLC could you tell us why?

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* 6. How important are these factors to you when you visit the MRCLC?

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* 7. Facility: When thinking about the MRCLC, how would you rate the following?

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* 8. Service: When thinking about the service levels at the MRCLC, how would you rate the following?

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* 9. Fees and Billing: When considering the fees and billing process at the MRCLC, how would you rate the following?

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* 10. When considering maintenance, operating, renewal and replacement costs for the facility (including courts and outdoor playing surfaces) what do you consider would be the most appropriate way to meet these costs?

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* 11. Management of the MRCLC has been conducted by an external company for the past 6 years. Have you noticed any significant change in the operations since this change was made, and if so, please provide details.

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* 12. On the basis of your knowledge and information provided by Council, do you have an opinion on the governance model best suitable to operate the facility?

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* 13. Do you have any further comments to make, or suggestions regarding the operations of the MRCLC?