COUNTY OF KAUA'I

Department of Finance
Information Technology Division

Citizen Technology Survey Results

May 5, 2014

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Overview ................................................................................................................................................................................. 3
Purpose ........................................................................................................................................................................... 3
Availability and analysis .................................................................................................................................................. 3
Results ............................................................................................................................................................................. 3
Executive Summary ................................................................................................................................................................. 3
Survey response .............................................................................................................................................................. 3
Survey focus .................................................................................................................................................................... 3
Survey results .................................................................................................................................................................. 3
Kiosks ......................................................................................................................................................................... 3
Availability of online services ..................................................................................................................................... 4
County web site ......................................................................................................................................................... 4
Additional online services .......................................................................................................................................... 4
Bus Transportation..................................................................................................................................................... 4
Projects identified ........................................................................................................................................................... 4
Project development ...................................................................................................................................................... 4
Survey Results Analysis ........................................................................................................................................................... 5
Section 1. General Questions .............................................................................................................................................. 5
Questions one through five ............................................................................................................................................ 5
Section 2. Technology Access and Use................................................................................................................................ 6
Questions six through nine ............................................................................................................................................. 6
Questions ten through fourteen ..................................................................................................................................... 6
Section 3. Technology Preferences for Communication ..................................................................................................... 7
Questions fifteen through sixteen .................................................................................................................................. 7
Question seventeen ........................................................................................................................................................ 7
Question eighteen .......................................................................................................................................................... 7
Section 4. County Web Site (www.kauai.gov) .................................................................................................................... 8
Questions nineteen through twenty-one ....................................................................................................................... 8
Question twenty-two ...................................................................................................................................................... 8
Questions twenty-three through twenty-four................................................................................................................ 8
Question twenty five....................................................................................................................................................... 9
Question twenty-six ........................................................................................................................................................ 9
Question twenty-seven ................................................................................................................................................. 10
Section 5. Technology for Bus Transportation Services .................................................................................................... 10
Questions twenty-eight through thirty......................................................................................................................... 10
Section 6. Technology for General Services ...................................................................................................................... 11
Questions thirty one through thirty four ...................................................................................................................... 11
Question thirty-five ....................................................................................................................................................... 11
Questions thirty-six through thirty-seven..................................................................................................................... 11
Question thirty-eight .................................................................................................................................................... 11
Section 7. Survey Response Demographics ...................................................................................................................... 12
Questions thirty-nine through forty-one ...................................................................................................................... 12
Section 8. About the Survey .............................................................................................................................................. 13
Questions forty-two through forty-four ....................................................................................................................... 13
Appendix (original survey form) ........................................................................................................................................... 14

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 Overview

Purpose – The County of Kauai continually endeavors to improve the services offered to our residents. One of
the many ways we can accomplish this is through use of technology. Rather than assume we know what our
residents want and need from County technology services, we made an effort to gather input by means of a
survey. Our goal was to identify community priorities for technology and take appropriate actions where
possible, making the best use of available funds.

Availability and analysis – The survey was available to County residents via the internet beginning August
2013 with paper surveys available at the Mayor’s office for those with no internet access (see Appendix for a
copy of the blank survey form). The survey stayed open through the end of 2013 to allow as many as possible
to respond. Once the survey closed, the results were analyzed internally and key items were compiled into a
list of potential projects.

Results – The information that follows contains the analysis of the survey data with several key items
identified as being community priorities for potential technology projects. The projects achievable within the
next six to twelve months will be given priority; however, all projects identified by the survey will remain on
our list for future consideration and action.

Executive Summary
Survey response – County residents who took the survey voiced appreciation for being able to participate in
providing feedback to the County. Our residents felt that the survey was a measure of the County’s interest in
the needs of the public who live and work on Kauai. Many participants expressed an interest in taking future
surveys with the preferred method of survey being online just as this one was. Our residents were less likely
to appreciate telephone surveys and indicated that future online surveys should have fewer questions.

Survey focus – Our survey attempted to identify areas wherein the County could use technology to improve
existing services or provide new services to our residents. Specifically we wanted to find out what types of
technology our residents would use in accessing information, as well as what suggestions they could provide
for improving or expanding access to information and services. Our survey solicited feedback regarding
specific types of technology, such as information kiosks, and provided a forum for open comments to allow
our residents the freedom of expressing personal concerns.

Survey results – The information our residents provided was very valuable. Our analysis of the responses has
allowed us to identify several key areas wherein we can focus on improving the services we offer our
residents. Additionally, the survey results provided excellent feedback that will prevent us from pursuing
technologies that our residents indicated would be wasteful and not utilized. Specifically, we will focus on the
following key survey results:

Kiosks – Initially we believed that strategically placed information kiosks would benefit County
residents. The survey responses indicated otherwise with a very low positive response to using these
kinds of kiosks. The majority of survey responses made it clear that residents felt the installation of
kiosks would be considered wasteful and would provide little benefit to County residents.

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 Availability of online services – County residents were asked what kinds of online services they would
like to see the County provide. Many responses requested the ability to pay for vehicle registrations or
pay property taxes. Since both of these services are already offered online, it became immediately
apparent that the County needs to do a better job of advertising available online services.

County web site – The survey produced favorable comments regarding the County’s web site, but also
exposed a clear consensus among residents that the County web site needed to be refreshed and
reorganized. Specifically, survey responses made it clear that the web site was at times hard to
navigate, making it difficult to find information. Comments from our residents revealed that the
County web site needs to be overhauled to make it more visual and easier to navigate with a concise
and uncluttered menu system. Another area of interest exposed by the survey was the ability to find
contact information online for key County personnel.

Additional online services – Our residents provided feedback that expressed a desire for the ability to
reserve parks, sign up for events, apply for camping permits and pay for associated fees using online or
smartphone applications. Because of this feedback, we will pursue the development on an online
system that will enable our residents the ability to access these functions via the internet from their
home computer or a smartphone.

Bus Transportation – The County’s bus transportation service received favorable feedback with interest
expressed in enhancing bus services to include making routes more efficient and maintaining schedules
that are more precise. We will explore adding a GPS-based tracking and dispatch system to enable
efficient deployment and routing of buses.

Projects identified – Based on the survey analysis, the following list defines potential projects that will receive
our focus:

1. Do a better job of raising public awareness regarding what types of online services are available.
2. Overhaul the County web site to make it more visual and easier to navigate with a concise and
uncluttered menu system.
3. Create a centralized, on-line resource allowing citizens to easily contact key County personnel.
4. Provide new online services to reserve parks, sign up for events, apply for camping permits and pay
for associated fees using online or smartphone applications.
5. Implement a real-time bus tracking system that would help the County to efficiently manage routes
and dispatch buses.

Project development – Our approach to each of the aforementioned projects will be a partnership with our
community from which the ideas were fostered. To support this partnership, the project plans that we
develop for each of the items outlined previously in this document will be made publicly available so that all
who are interested can follow our progress. The project plans will contain detail regarding the acquisition,
testing, timelines and implementation of each project. It is our hope that this partnership will successfully
address the needs expressed by our community, and provide a model to follow for future technology
initiatives.

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 Survey Results Analysis

Section 1. General Questions

Questions one through five – The majority of respondents drive to Lihue one or two times a year to access
County services, primarily for driver license renewals and motor vehicle registrations. Responses were
collected listing additional reasons for traveling to Lihue, the most common reason being to attend meetings.
The majority of respondents live within 11 to 20 miles of Lihue (see figure 1) and would prefer to have services
available closer to their residence, but are unwilling to pay any additional fees for services closer to home (see
figure 2).

Distance to Lihue

More than 20 miles

11-20 miles

6-10 miles

Less than five miles

0% 5% 10% 15% 20% 25% 30% 35%

Figure 1.

Would you be willing to pay a fee to

access County services closer to
home?

Yes 11%

No 89%

No Yes

Figure 2.

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Section 2. Technology Access and Use

Questions six through nine – Nearly all of the respondents (96%) have access to and use the internet from
their homes and report using the internet primarily from their home or workplace. The majority receive their
internet service via cable modem or DSL, and over ninety-seven percent indicate that they have an email
address they use regularly.

Questions ten through fourteen – Nearly sixty percent of the respondents regularly use social media with
thirty percent indicating that they have accessed County information via Facebook. The most commonly used
browser platform is Internet Explorer closely followed by Firefox, Safari and Chrome. The most commonly
used computing platform is Microsoft-based with a much smaller percentage using Apple (see figure 3). The
majority of respondents use an Apple IOS based smartphone with usage of Android and Windows taking
second and third place respectively for smartphone operating systems. Few users report tablet usage but
among those that did, Android and Kindle tablets were the most common.

Computing Platforms

I don’t use a
Microsoft PC computer
67% 2%

Apple/Mac
31%

Apple/Mac Microsoft PC I don’t use a computer

Figure 3.

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Section 3. Technology Preferences for Communication

Questions fifteen through sixteen – The majority of survey participants indicate that they would be unlikely to
respond to telephone surveys. The clear preference of survey technology were those that are online, email or
text message based with the preference towards online and email surveys. Participants indicate that they
would prefer to receive information from the County via the County web site or email; a small percentage
indicated that text messaging would be a suitable means of receiving County information.

Question seventeen – County residents who participated in the survey indicated that their preferred method
of contacting the County was via email or the internet with smaller numbers indicating they would prefer
contact in person or by telephone (see figure 4).

Preferred Method of Contact

160
140
120
100
80
60
40
20
0
Internet or Email Telephone In Person Letter

Figure 4.

Question eighteen – Participants provided suggestions regarding how the County could promote citizen
involvement in online services (see figure 5). The responses categorized as “Other” included feedback too
varied to quantify.

Percentage
Increase usage of social media

Remove online fees

Provide free WiFi to County residents

Publish more surveys

Provide more information via email

Provide additional online services

Raise awareness regarding existing online services

Improve the design of the County website

Other

0% 5% 10% 15% 20% 25% 30%

Figure 5.

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Section 4. County Web Site (www.kauai.gov)

Questions nineteen through twenty-one – Survey participants specify that their visits to the County web site
could be categorized as occasional with a little over nine percent indicating that they are very regular in their
visits to the web site. Less than seventeen percent of survey participants indicated that they were dissatisfied
with the web site. The majority of those who were dissatisfied with the County web site expressed that they
were unable to find the information they were looking for or had difficulty in navigating the site.

Question twenty-two – When asked what could be done to make the County web site more “modernized and
user friendly” respondents answers were quantified as follows (see figure 6). The responses represented with
the category “Other” represent feedback that was neutral or non-responsive.

Modernize and Improve

Usability for Kauai.gov
More Interactive
Better Search Tools
Keep it Updated
Other
Improved Content
Better Navigation
0% 5% 10% 15% 20% 25% 30% 35% 40%

Figure 6.

Questions twenty-three through twenty-four – The majority of respondents indicate that they would like to
make use of online services such as paying bills and renewing registrations but prefer not to pay an additional
fee for the use of these online services. Many participants did not know that there were any online services
prior to answering the survey questions.

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Question twenty five – This question asked respondents to list the additional services they would like to see
offered on the County web site (for quantified top results see figure 7). Among the top choices were several
services that are offered online already so it would appear that one of the needs that requires focus is
providing better information regarding what services are currently available.

Requests for Online Services

Bus passes
Online chat, blog and messaging
Programs calendar and event applicatons
Driver license renewal
REQUESTS

Pay utilities
Apply for building permits and review status
Camping permits
Reserve parks and pay fees
Other
Pay property taxes
Vehicle registrations
LEAST TO MOST REQUESTED

Figure 7.

Question twenty-six – Respondents were asked to provide feedback on what kind of custom web page they
would add to the County web site. Many of the suggestions were directed towards improving the design of
the existing site. The majority of the site design suggestions were oriented towards a simplified menu and
item selection system with more information about current events and conditions (such as road closings,
weather, surf, traffic, tides, etc.). Specific suggestions for custom pages included:

 Video tours
 News and what’s new
 Volunteer programs
 Youth programs

Many of the responses to this question did not provide specific suggestions and instead focused on general
suggestions for improvement. There was an underlying tone among all of the suggestions to make the County
web site more visual with icons and graphics vs. text and menus. The top ten most requested changes or
additions quantified by category appears below (see figure 8).

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 Web Site Changes Requested
Make the site more visual with community oriented information

Legislation, meeting minutes, quotes from the Mayor

Information to benefit County residents

Dynamic web pages for specific services such as bus routes

REQUESTS

Department forums

Community events, schedules

County organization charts with contact information

A better menu and item selection system

Better and simplified access to county information and conditions

ORDERED BY LEAST TO MOST REQUESTS

Figure 8.

Question twenty-seven – Nearly thirty percent of the respondents felt that it was a good idea to sell
advertising to help offset operational costs of the web site. Nineteen percent thought this was a bad idea with
the remainder of respondents either indifferent or unsure. Many respondents provided additional comments
expressing a dislike for advertisements and popups.

Section 5. Technology for Bus Transportation Services

Questions twenty-eight through thirty – The majority of respondents were either likely or very likely to utilize
online services related to purchasing bus passes, scheduling pickups and tracking bus locations. The largest
number of suggestions focused on improving the timeliness of bus schedules, providing real-time tracking
information and making routes more efficient. The survey also indicated a very positive reaction towards
being able to use prepaid cards to pay for bus fares and having on-board automatic bus stop announcements.
Other specific suggestions provided by respondents related to improving bus services included:

 Interactive smartphone bus schedules and routing instructions

 Text messaging feedback regarding delays
 Track the number of passengers
 Driver sensitivity training
 Online bus passes
 Use ads to generate revenue
 On-board Wi-Fi
 Place signs with bus stop names at each stop location
 Publish route information via Google Transit

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Section 6. Technology for General Services

Questions thirty one through thirty four – The majority of respondents would prefer to use the County web
site to access services with a fewer number expressing interest in using an app on a smartphone and an even
smaller minority in using kiosks. The interest in kiosks was very limited with sixty-seven percent of
respondents being either against or unsure of their usage. For those that indicated they would use a kiosk, the
types of services desired by order of preference were:

 Bus schedules and passes

 Park and camping permits, reservations and scheduling
 County event schedules and sign-ups

Respondents were asked to indicate where they would like kiosks to be located. The top three locations
chosen are listed as follows ordered by most preferred to least preferred location.

 Kukui Grove Mall

 Kapaa (Library or neighborhood center)
 Hanalei

Respondents also made general suggestions regarding kiosk locations. The top general locations ordered by
most preferred to least preferred were:

 Libraries
 Post Offices
 Neighborhood Centers

Question thirty-five – The majority of respondents were either unlikely or very unlikely to obtain County
information using a telephone and pre-recorded voice response technology.

Questions thirty-six through thirty-seven – The majority of respondents would like the County to add free Wi-
Fi service to selected public locations. The top three locations chosen by respondents are listed as follows
ordered from most preferred to least preferred:

 Neighborhood Centers
 All County Buildings
 Libraries

Question thirty-eight – Respondents were asked if they had any general comments regarding the County’s use
of technology. Some interest was expressed in expanded access to Wi-Fi, possibly in public buildings but there
were concerns about the cost. Further analysis of the comments reveals that survey participants would favor
moderate use of technology and primarily would appreciate attention being given to improving the way
technology is utilized.

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Section 7. Survey Response Demographics

Questions thirty-nine through forty-one – The majority of respondents were female (64%) and age fifty-five
or over with less than nine percent being between the ages of eighteen and thirty-four (see figure 9).

Respondents by Age
18 - 34 35 - 44
9% 15%

45 - 54
18%

Under 18
0%

55 or Over
58%

18 - 34 35 - 44 45 - 54 Under 18 55 or Over

Figure 9.

Respondents were also asked to indicate which town they lived in. The responses per town are displayed
below as a percentage of total responses received (see figure 10).

Responses by Town
25%

20%

15%

10%

5%

0%

Figure 10.

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Section 8. About the Survey

Questions forty-two through forty-four – The majority of respondents heard about the survey either from the
County’s web site or from receiving a notice via email. The respondents rated the survey highly with sixty-
eight percent commenting they felt it was good or very good. The final question offered respondents the
ability to comment on the survey or the County’s use of technology. The majority of comments were positive
and expressed appreciation for the opportunity to participate.

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Appendix (original survey form)

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