Community Engagement Facet from 2018 National Citizen Survey

Date of release:  February 7, 2019

Several Questions Saw Statistically Higher Results as Compared to 2016’s Survey

The City of Paducah is reviewing the results from the National Citizen Survey™ with this release focusing on Community Engagement.  Questions associated with Community Engagement include opportunities to volunteer and participate in community matters, the openness and acceptance of the community, how often someone attended a public meeting or social event, and customer service.

City Manager Jim Arndt says, “There are several questions incorporated into the Community Engagement facet; however, they are tied to one theme, public trust.  The partnership between the government agency welcoming citizen involvement and providing meaningful information and a citizen’s drive to becoming informed and involved leads to a healthy community with positive forward momentum.” 

Arndt adds, “One of the survey questions asked citizens to rate their confidence in city government.  Paducah’s numbers increased 11 points as compared to the 2016 survey.  We are making strides, and we value citizen involvement.” 

Community Engagement graphAnother question that showed an impressive upward trend asked citizens to rate their opportunities to participate in community matters.  This question had a ten point increase with the positive results increasing from 53% in the 2016 survey to 63% in the most recent survey.

Public Information Officer Pam Spencer says, “The community engagement process currently underway for the Parks Master Plan is a perfect example of how the City is asking for public input as important decisions will be made to guide the future.  In the Citizen Survey, I also was thrilled to see that more citizens are attending and/or watching local public meetings.  The phrase knowledge is power is true.”

In reviewing the results from all three surveys conducted by the City, the question asking citizens to rate the overall customer service by Paducah’s employees has remained flat.  The positive results are 67%, 65%, and 69% in comparing the 2013, 2016, and 2018 surveys, respectively. 

Arndt says, “One of the newly adopted organizational values for the City of Paducah is Customer Experience.  The value states that we believe in providing excellent service delivery for both our internal and external customers through a welcoming and respectful environment. We want to see the customer service results increase; therefore, we are focusing on this value by providing customer service feedback cards at City Hall and the Parks and Police Departments in addition to a link to the short survey online.  We want to know what we are doing well and what we can do to improve.”

Internally, staff also is looking at various permitting processes in an effort to streamline and improve the customer experience.

The National Citizen Survey, which asks questions about a community’s livability, was mailed to 1500 randomly-selected households within the Paducah city limits.  Each question on the survey is connected to one of eight facets:  Safety, Mobility, Natural Environment, Built Environment, Economy, Recreation & Wellness, Education & Enrichment, and Community Engagement.  For more information including Paducah’s survey instrument and reports, visit