1.16 Public Service

Indicator 1.16 - Public Services in Nearby Communities


Samfélag - Opinberar stofnanir

This indicator is still being reviewed, as the Directorate of Health no longer performs health service surveys as they did when the Sustainability Initiative started. Results from surveys in 2003 and 2005 regarding services in East-Iceland healthcare institutions are available.

Furthermore, feedback from the community regarding public services in the area has not been sought, but Alcoa Fjardaál has included the following questions in each of its community surveys since 2007: "Are you satisfied or unsatisfied with the services available in Mideast-Iceland?" and "What do you thing is in need for improvement concerning the service in Mideast Iceland?" For the public interest, the outcome of that part of the survey is published here. Capacent Gallup did the survey for Alcoa Fjardaál.


Results


a) Survey regarding availability and quality of health care services in East Iceland

The Directorate of Health used to conducts survey in health care centers around Iceland every two or three years to collect information about the quality of services.

The table below shows the results from two questions in the survey. These results are calculated by adding answers from all health care centers in East Iceland, but they were not available broken down by individual health care centers.

Table 1: Survey of Health Care Services in East-Iceland in 2003 (all healthcare centers combined).


Was your concern adequately addressed during your visit? Were you happy with how your concern was addressed?
Yes 77.7% 83.5%
Partly 20.8% 13.5%
No 1.5% 3.1%

  

Table 2: Survey of Health Care Services in East-Iceland in 2005 (all healthcare centers combined).

  Was your concern adequately addressed during your visit? Were you happy with how your concern was addressed?
Yes 80.3% 80.6%
Partly 16.8% 17.5%
No 2.9% 1.9%

 
b. Satisfaction with service in local municipalities

A service survey has not been performed among the residents on their assessment of public services. However, Alcoa Fjardaál has included the following questions in each of its community surveys since 2007. The outcome of these surveys is shown in the image 1 and 2 below.


Figure 1:  Results from survey among residents of Middle East Iceland where respondents were asked: "Are you satisfied or unsatisfied with the services available in Middle East-Iceland?" The figure also shows average score from 2007 - 2015 on a scale of 1 – 5 for how satisfied residents of Middle East Iceland are with available services.   

Very satisfied (mjög ánægður), rather satisfied (frekar ánægður), neutral (hvorki né), rather dissatisfied (frekar óánægður) and very dissatisfied (mjög óánægður)



Figure 2: Results from survey among residents of Middle East Iceland where respondents were asked:"What services in Middle East Iceland do you think need improvement?"

Improve health service (bætt heilbrigðisþjónusta),  improve transportations (betri samgöngur), improve  shopping options (auka verslunarmöguleika) and more recreation (aukin afþreying).

Click here to download Capacent's full reports. (Only in Icelandic)

Updated: February 22 2016
Source: Capacent Gallup surveys 2004-2016

Metrics, Targets and Monitoring Protocol


Metrics: What is measured?

  1. Satisfaction with health care service in East Iceland. (Project effect: induced).

  2. Satisfaction with public services in local municipalities. (Project effect: induced).


Monitoring Protocol

a) The Director of public health conducts surveys in all health care centers and hospitals around Iceland every year. Results from the last question in the survey (16 e) will be used: “Overall, how happy or unhappy are you with the service in this health care center?” Information will be collected every year.

b) Questionnaire will be made in cooperation with Capacent (formerly Gallup).


Targets

  1. Results remain stable or improve.

  1. To be determined in cooperation with municipalities once results from first survey are available.

Possible response actions

Not applicable, monitoring only.


Changes of indicator

Changes in third phase:

The originally name of the indicator was „Health care services in Nearby Communities“ and it had only one scale:  Satisfaction with health care service in East Iceland. In third phase a new scale was added to the indicator: Satisfaction with public services in local municipalities. The scale was added because of a clear request from participant in a meeting collecting information. Based on that, the name of the indicator was changed to „Public Services in Nearby Communities“ so it would apply to both scales in the indicator.

Changes in fourth phase:

In forth phase of the project the number of the sustainability indicators were changed. This indicator was originally number 7.1 and is referenced as 7.1 in early documents of the project.



Rationale for Indicator Selection



The Karahnjukar and Fjardaal projects could possibly influence the demand for services provided by the national government and municipalities in East Iceland.

The increased number of people living in local communities during both the construction and operational phases of the projects will increase demand for various services such as health care, waste management, schools, and day care.

The increase in population will be both a direct effect of employees and contractors, as well as an indirect effect of people moving to the area in association with businesses providing goods and services to the projects.

Access to health care and the quality of the service is an example of services that need to keep pace with the increase in population.