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Committees: Government Study Committee

Citizen Survey for Government Study Committee
Spring 2011
Executive Summary

Download PDF Citizen Survey for Government Study Committee

This survey (Attachment A) of Hingham citizens was conceived to provide citizen input to the deliberations of Hingham’s Government Study Committee.  Its goal, in keeping with The Committee’s charge, was to solicit feedback as to the effectiveness and efficiency of all aspects of Town government and suggestions for improving its delivery of services.

To assure that all citizens had an opportunity to voice their opinions, the questionnaire was mailed to every household with the May 1 electric bill, available at the 2011 Annual Town Meeting, on the Town website, and in the office of the Town Clerk.  A press release urging citizens to respond appeared in The Hingham Journal each week during the month of May.

The survey instrument was designed to lead respondents to increasingly thoughtful consideration of Town government.  The questionnaire began with a set of demographic questions to prompt consideration of their relationship with the town: how long (s)he had lived here, if they own or rent their home, if they have children in school, whether or not they have served in appointed or elected positions, and how often they attended Town Meeting.  The remaining questions were open-ended, so as not to limit answers to a fixed set of responses, but rather to learn what people really think, in their own words:

• Do you have ideas of how Town Meeting might be improved?
• When you think of all aspects of Town Government, its departments and services, which do you believe deserve applause for their effectiveness and/or efficiency?
• What, in your opinion, makes them effective and efficient?
• When you think of all aspects of Town Government, which do you believe need attention because of ineffectiveness or inefficiency?
• Please offer suggestions for improvement?
• Are there other issues you’d like the Government Study Committee to address?

481 citizens responded - a significant number – many with thoughtful comments and ideas.  We are fortunate that so many care about our town, and wish to see it function well.
Not every respondent answered every question; in fact, numerous respondents answered only one or two questions - a reminder that few people have memorable experiences with every aspect of town government.  There was considerable overlap in responses, and responses related to one question often appeared later as people’s thinking evolved.

This Executive Summary presents the most pressing issues.  A primary concern is the rising cost of living in Hingham, as more people are caught in a squeeze between a weakening economy and growing property taxes.  Recommendations to lower costs include: regionalization of services, and consolidation of departments with similar functions; making department budgets realistic, with the same multi-year horizon as capital budgets, with transfers from the Reserve Fund an exception, not a rule; and assuring more in-depth overall management by expanding the Board of Selectmen and/or giving the Town Administrator more power.

Specific areas of praise, concern and related recommendations are consolidated, according to Town Department, Committee, or event, and presented alphabetically.  For further details, you are invited to read the full report, which follows this summary.

Several committees received applause with no complaints:  The Advisory Committee is appreciated for the talented and knowledgeable people who serve on the Committee, their long hours and dedication to the town. The Library was lauded for customer orientation, selection of books and videos, and excellent programs.  The Town Clerk and Town Treasurer/Tax Collector received applause for customer orientation and helpful professionalism.  The Town Moderator was lauded for his knowledge, and dubbed “The Guardian of Democratic Process.”   

Assessors
This department received serious complaints, and no compliments. 
A majority of respondents complain about unfair assessments, due in part to the department being years behind in its legal obligation to do a town-wide re-evaluation.
Complaints about lack of respect toward citizens, by staff, resulted in recommendations that an independent appraiser be hired and/or the Town Administrator assume a supervisory role. 

Board of Selectmen
Compliments are for being courteous, cost-conscious, and doing their homework.
Many are concerned that The Board is stretched too thin to provide in-depth management for our many independent departments and boards.  Recommendations are to expand the Board and/or have a stronger Town Administrator, while considering a “full-fledged” Town Manager. Another recommendation is for the Board to direct town departments to develop meaningful multi-year operating budgets that sync with multi-year capital budgets.
There was considerable concern about the way the Hersey House matter was handled, with many requesting “all the facts.”   

Building, Conservation, Historical Commission, Planning, and Zoning
The land-use departments are appreciated for their courtesy, effective management, and outstanding volunteer commitment.
Numerous respondents comment that rules, regulations and enforcement efforts should be consistent, with greater attention to the Master Plan, and coordination in the review of projects.

Department of Public Works
The many compliments focus on the Transfer Station being progressive and easy to use, appreciation for the Swap area, well cared-for public grounds, and responsive staff.
Recommendations are to expand/improve Swap area, make the availability of the transfer station and the permitting process more accommodating to “working citizens.”  Complaints are about pot-holes and trash on certain roads, excessive snow plowing and road salting.

Housing Authority
Applause for their care of elderly and disabled, and numerous requests for more senior housing and more affordable housing for the middle class “who don’t earn enough for a mortgage payment.”

Light Board
No kudos, but some complaints about rates that have “risen dramatically,” and that the Board is “difficult to work with,” perhaps because it is “immune from oversight.”  “Consider making it a regular Town Department.” 

Police and Fire Departments
Both departments receive numerous compliments for being well run, well trained, with good response time, and caring about town and citizens.  The EMTs were singled out for praise.
Some suggest combining their services under a singled Department of Public Safety to achieve efficiencies. 

School Department
Compliments noted their efforts to educate kids, train teachers, and provide materials and support.
However, there are more concerns express about the School Department than any other, primarily for financial reasons.  “The School budget continues to grow and consume much of the total town budget.” The greatest number of complaints focus on the continuing razing and building of new schools:  “Buildings, buildings, buildings and no talk about teaching to prepare students for our changing world,” and “Overly-priced buildings do not foster education.”
Recommendations include, “Better financial oversight” and “Better maintenance,” to “Moving responsibility for the construction and maintenance of school buildings and placing it under the direct control of Town government,” and admonishing the School Committee “to play more of a check and balance role,” rather than an advocacy role for School Department positions.

Senior Center
Compliments for their caring, dedicated staff and volunteers, and excellent programs.
Concerns expressed are that it needs more room, more parking, and more transportation options for elderly who do not or should not drive.

Sewer Committee
One compliment for being hard-working.  Two questions:  “Why is the beach bathhouse still on septic?” and “Are all appropriate homes connected to the sewer system?”

South Shore Country Club
Appreciated for outstanding services at a reasonable cost, and making a profit for The Town.
Questions:  “How many town employees and benefits are involved?  When will payments be made to the Town again?”  

Town Meeting
The greatest number of ideas offered was for reducing the length of Town Meeting.  There were numerous other suggestions to increase attendance, provide more pre-meeting information to better prepare voters, and facilitate the voting process.  Several suggested that the Town’s size now warrants eliminating open Town Meeting, and deciding important spending increases in the voting booth.

Summary of responses to Question 1:  
“Do you have ideas of how Town Meeting might be improved?”
Suggestions for reducing the length of town meeting

• Limit speaking times. This was by far the most frequent suggestion; a few expressed gratitude that this change has been voted..
• Reduce or eliminate quorum so that meeting can start promptly at 7:00 pm (one person suggested starting at 6:30 pm)
• Do not read every item in Article 6.
• Treat Community Preservation Committee (CPC) articles the same as Article 6, i.e., only discussing those items for which a hold is requested
• Do not allow someone to speak more than once to an article (or once during town meeting)
• Limit the number of articles an individual can submit
• Allot a specific amount of time for each article. Specify times during which each article will be discussed and distribute across three nights
• Seat people who plan to speak near microphone to reduce time getting to mike
• End by 10 pm. Introduce no article after 10 pm.

Suggestions for increasing attendance/access/scheduling

• Better publicity and promotion, for example, advertise in Journal, senior center newsletter, Ledger, WATD-FM, other local organization communication channels. Handouts at Stop and Shop, Whole Foods, Lowe’s, Home Depot
• Provide shuttle buses from parking/increase parking
• Hold meeting in auditorium with overflow in gymnasium—more comfortable seating
• Offer free child care
• Improve audio system
• Schedule meetings on Saturday to increase access for seniors, parents of young children, and working/traveling voters  (suspend sports activities, provide child care [pay high school students and return income to school])
• Provide rides for seniors
• Do not schedule town meeting on Monday after school vacation week—move to following Monday
• Rotate nights so that those who have regular Monday night obligations can attend another night of the week
• Do not allow articles to be moved forward
• Lottery system for articles to reduce exit of special interest voters who do not participate fully in our governance
• Address controversial issues later in meeting to retain quorum
• Address more significant articles early while quorum is present
• Have phone books available for calling to achieve quorum. Additional observation noted that people who were called to achieve quorum checked in and then left without attending meeting.

Transparency/voter education

• Offer online live streaming or cable viewing
• Provide more information before town meeting
• Appreciate early posting of warrant. Continue to enforce deadline for submission of articles. Can we go paperless?
• Post pro’s and con’s for each article/print all recommendations
• Initiate e-mail discussions among voters leading up to town meeting
• Instead of presentations on the floor of town meeting, have Q&A with article’s sponsor
• At start of meeting, moderator introduce people on the stage
• Provide Power Point projections of items to be voted

Speaking

• Display a countdown clock to track how much time speakers have remaining
• Pre-register people who plan to speak
• Allow people to line up at microphone rather than waiting to be called upon
• Allow everyone who wishes to speak to do so
• Have a pro and a con mike at which people can line up to speak. Moderator can call upon them alternately.
• Allow people to submit questions in writing, which would take precedence over speakers at the microphone

Voting

• Eliminate voice voting. Have all votes either standing or provide voting cards that voters can raise
• Provide secret ballots for all votes
• Onsite electronic voting
• Allow absentee ballots (mail) and off-site electronic voting
• Eliminate town meeting; citizens can inform themselves through media, town meetings where issues are discussed but not voted. Discussions could be organized at the precinct level. Voting by ballot at May and November elections or electronic.
• Permit line item voting on Article 6

Content

• Eliminate unconstitutional articles
• Skip a year before allowing a defeated article to be reintroduced unless there are substantive changes
• Provide history of recommendations; provide costs of a project for entire span of a project (past and present)
• Eliminate technical articles, such as zoning articles. Too many zoning articles.
• Eliminate obscure issues
• Petition state to increase to 100 the number of registered voters required to submit an article
• List costly items early in warrant and “trivial” items later in evening.
• Refer routine items to committees or boards

Special town meetings

• Reduce influence of special interest groups and catering to their interests through scheduling costly town meetings.
• Eliminate special town meetings by routinely scheduling spring and fall town meetings

Governance change

• Change to representative town meeting (as many asked that we not change to representative town meeting

• Change to town council/mayor form of government
• Have a town council deal with issues between town meetings
• Term limits

Not related to town meeting but entered in that space

• Offer orientation for all new elected and appointed officials
• Improve communication among various town boards and committees
• Elect advisory committee

Summary of responses to Questions 2 and 3:
Question 2, “When you think of all aspects of Town Government, its departments and services, which do you believe deserve applause for their effectiveness and/or efficiency?” Question 3, “What, in your opinion, makes them effective and efficient?”

The departments are listed in the order of times they were mentioned, starting with the department with most mentions. The number in parentheses () indicates the number of mentions.
Police Department (44)

• Customer-oriented, responsive, courteous and friendly, care about town and citizens. A person answers the phone.
• Well-run, well-trained, professional, coordinated, committed
• Like police academy, emergency notification system, being updated through e-mails
• Good response time. Quick and efficient. Above and beyond effort. Available and competent.

Department of Public Works (41)

• Well-run, forward thinking, cost conscious, responsive, care about citizens, knowledgeable, pleasant, helpful. Answer phone. Work hard. A good value.
• The transfer station and recycling are easy to use and progressive. Appreciate the swap and organized leaf-and-brush area.
• Well cared-for public grounds.
• Roads in good shape. Appreciated pothole warnings in winter. Good job with snow removal.

Fire Department (37)

• Responsive. Care about town and citizens. Quick and efficient. Available, helpful, and useful
• Well run, well trained, professional, coordinated, committed.
• Appreciate EMTs/paramedic.
• Good response time. Above and beyond effort.

Town Clerk (28)

• Knowledgeable, pleasant, helpful.
• Customer service. Availability and openness. Responds quickly to all needs.
• Elections. Notifies us of voting days
• Leadership. Everything just works there.

Schools (26)
Comments relate to school committee, school department, and specific schools

• Makes excellent effort to educate kids, train teachers, provide materials and support, and stay within a reasonable budget. Careful planning.
• Community support of top quality services
• Responsive. Work hard to listen to the needs of families and students and incorporate what they learn from these interactions into their policies and procedures. Customer service orientation. Truly want the best for students. Focus on greater good of the community.
• Maintains high national rating. Top scores. Exemplary schools.
• Buses always on time
• School maintenance
• Teachers do their jobs well and with little thanks
• Plymouth River School is incredibly well-run
• Addressed son’s reading deficit early on and developed specific, effective plan
• Improves real estate values

Elder Services/Senior Center (19)

• Caring and concern. Listen, available, courteous, and helpful  Serves its constituents.
• Dedicated staff and volunteers. Excellent director and administration. Excellent programs
• Outstanding in all respects.
• A real person answers the phone
• Flexible hours

Library (18)

• Exemplary
• Excellent director and leadership. Works within budget.
• Wonderful staff. Customer orientation.
• Good selection of books and videos. Excellent programs
• Sunday hours
• Comfortable building. Availability of space. Computerization.

Recreation Commission/Department (18)

• Director. Good programs, teachers, and staff. Enthusiastic, caring volunteers
• Attitude, politeness, effective management. Responsive. A person answers the phone.
• Outstanding services at a reasonable cost
• Variety of youth sports. Flexible hours.
• The gym
• Self-sufficient. No cost to taxpayers

Selectmen (12)

• Excellent strategic thinking, goals, and implementation. They do their homework. Knowledgeable. Good job.
• Willingness to listen. Good communication. Courteous.
•  Run town government the way people run their household budget

Treasurer/Tax Collector (11)

• Customer service. Knowledgeable, pleasant, helpful, polite.
• Professional, effective management

Advisory Committee (8)

• Extremely well run
• Care about town and citizens. Talented and knowledgeable people
• Does a super and tedious job. Long hours and dedication

Light Department (8)

• Focus on mission and customer service. Hard workers
• Prompt response to lines down. “I have never been without power for any period of time.”
• Fewer outages than other South Shore towns

Building Department (5)

• Polite, effective department management
• Responsive, knowledgeable, timely

Conservation Commission (4)

• Especially Conservation Officer and his assistant
• Consistent focus on greater good. Professional training and skills. Good value

Health Department (4)

• Care about town. Excellent services and accessibility to citizens
• Quality of personnel. Public health nurse

Planning Board (4)

• Outstanding volunteer commitment
• “They think ahead, work hard and thoroughly prepare wise recommendations.”
• Keep a balance between development and character of town

South Shore Country Club (4)

• The Director of Operations
• Making a profit for the town
• Outstanding services at a reasonable cost

Town Moderator  (3)

• “He knows what he’s doing.” The Guardian of Democratic Process
• Accessible to citizens. Listens to both sides of an issue, honest and good, conscientious
• Regular and reliable communication
• Extraordinary knowledge

Community Preservation- (2)

• “I can’t afford to pay it but it’s a great idea”
• Dedication and pride in their community; care about town and protecting its quality of life

Harbormaster (1)

• Responsive

Historic Districts Commission (2)

• Available and helpful
• Care about town and protecting its quality of life

Capital Outlay (1)

• Cross section of people

Sewer Commission  (1)

• Kind and hardworking

Town Planner (1)

• Accessible and knowledgeable

Zoning Board of Appeal (1)

• Attentive to questions; provide excellent assistance

Housing Authority (1)

• Applause for housing department for the elderly and disabled

“All”, or generally positive but unspecific (16)

• Responsive, knowledgeable, customer-first attitude
• Qualified volunteers
• All doing their best
• Generally good quality and delivered cheerfully
• Care about the town and its people
• Mixture of elected, voluntary and paid staff work smoothly together
• Employees with years of experience and knowledge

Summary of responses to Questions 4 and 5:
“When you think of all aspects of Town government, which do you think need attention because of ineffectiveness or inefficiency?  Please offer suggestions for improvement.”

Following the General comments, the departments are listed in the order of the number of times they were mentioned, beginning with the department most mentioned.

General comments

• “Duties and powers of committees are not well defined and some are overlapping – make organization chart of Town Gov available on website and in Town Clerk’s office.”
• “Develop a manual of how each department/committee functions.”
• Several say there are too many “redundant committees.”
• Several say contract negotiations for all departments should be made public – “taxpayers have a right to know.”
• “In addition to providing income and expense forecasts, we need to know each department’s long-range priorities.
• “Employees get to retire too early with too large a % of their pay – have to structure more like private industry.”
• “All areas of Town Government need to be inter-cooperative, agree on the same rules and enforce them.” 
• “I would love to see the Town as one complete entity instead of multiple departments all competing for monies.”
• Several suggest that office hours should be altered or extended to benefit “working citizens” who find it difficult to file forms and obtain permits during the workday.
• “Adcom’s Reserve Fund is being abused by a ‘do now, apologize later’ mentality on the part of some department heads.  Reserve Fund transfers should be an exception, not a rule.  On this same point, department budgets should be fully represented in the annual Town budget; intentional ‘under budgeting’ in spite of historic evidence to the contrary should be eliminated.  Town operating budget should have the same multi-year time horizon as capital budgets.”

School Department

• There are more concerns and suggestions about the School Department than any other.
• Many complain about its independence, “The School Department seems to operate by itself, as if it is the only department that matters.” 
• “The School budget continues to grow and consumes much of the total town budget. There have to be areas where we can eliminate and/or reduce.  A line by line item review needs to take place.”
• “Better financial oversight re. wasteful spending, especially on feasibility plans.”
• “Balance expenses against high taxes.  Incomes are shrinking – be sensitive to that.”
• “The School Committee needs to play more of a check and balance role, rather than just being an advocate [for] School Department positions.”
• “Overly-priced buildings do not foster education.”  “We should “stop razing/building new schools and expand or remodel what we have.”   “Don’t they realize the most prestigious educational institutions in New England are housed in buildings that are hundreds of years old!” 
• One person wonders if the school department has an “edifice complex.”
• “Buildings, buildings, buildings and no talk about teaching to prepare our students for a changing world.” “More math and science at early levels.”
• Suggested solutions are for “a better maintenance program,” “simplified design with an eye toward long-term use,” “reduced administration and overhead costs,” and removing responsibility for the construction and maintenance of school buildings from the School Department in order to place it “under the direct control of Town government.”
• Conversely, some support new school construction to reduce overcrowding; some think the kindergarten program should be expanded to a full day; others that athletic fields should be better maintained, and still others that the School Committee should ensure that teacher salaries compare favorably among our “benchmark towns,”  "you get what you pay for” and “our teachers are working their butts off – pay them well and keep them here.” 

Department of Public Works

• Most suggestions are about the SWAP corner. 
• “Expand/improve Swap corner – longer hours, covered area.  SWAP is the best part of the dump but only happens randomly.”  “There ought to be longer hours and a covered facility to increase the fraction of discarded material that is “recycled and reused vs. wasted.”  “Build a big building at the dump to store furniture and other SWAP stuff so that it can be recycled and reused vs. wasted and increasing landfill costs.”
• There are many complaints about the condition of certain roads, some “in desperate need of repair and remaining so whereas others seem to receive preferred treatment.  
• Another concern is that trash needs to be picked up more frequently. 
• Snow brings other complaints:  “The snow farm at the beach: pollutants end up in the water, compromising water quality.”  “Plowing – sometimes three plows in a row right after each other.”   “Excessive plowing, many times scraping the road, and excessive salting and sanding.  The salt is damaging the roads as evidenced by increasing severity of potholes.  While not a PC complaint it is timely both financially and environmentally.”  
• Regarding permits, several say it “should be possible to obtain landfill permits at the site, rather than requiring a separate visit to the DPW office, which may not be open on weekends.”  Others say, “You shouldn’t have to pay an additional $25 for a second car.”
• One reports that, “while holding a sign at the dump, in two hours I counted 75 cars without Hingham stickers - $$!”
• Regarding hours:  “Please change Bulky Waste days to include one weekend day each week.”  And, “when a holiday falls on a Thursday, Friday, Saturday, or Sunday, the facility should be open an extra day – we should always have four days to go there.” Several express concern about the condition of street trees, and say that the Town “needs a tree warden.”

Assessors

• Many respondents complain about unfair assessments.  “They are years behind in their legal obligation to do a town-wide revaluation, so some properties are overvalued and others undervalued.  It’s not fair!”
• “Assessors do not assess all properties at market value.  Many older high-value properties are way under-assessed, and Crow Point is way over-assessed.”
• It is suggested that “an independent appraiser be hired.”
• Many complain that staff members are either unable or unwilling to explain the formula for assessing properties. 
• Several complain about poor treatment from staff that are “truculent, opaque and unfriendly,” and note an ongoing need for “competent, committed and respectful” staff to deal with complaints and requests for information by “we the customers”.
• “Town administrator needs to assume a supervisory position and either hire new people or provide in-depth training in professional and courteous service.

Board of Selectmen

• Many are concerned about the size of the Board:  “Three member BOS cannot manage all the independent departments and boards – we need a five member board and a stronger town administrator.”  “BOS needs to delve into issues and the work of committees more deeply.” “BOS should be larger – it’s spread too thin,” and needs to be enlarged to better fulfill its oversight duties and “avoid being a rubber stamp.”
• Some feel we should “limit their power and use residents’ expertise on a voluntary basis,” or rely to a greater degree on “a stronger town administrator” while considering the benefits of having a full-fledged Town Manager.
• There was considerable concern about the way the Hersey House matter was handled, and many “want to know all the facts.” Some call for “greater transparency” with respect to the involvement of the Board in contractual negotiations and other matters.
• One person thinks the BOS should “direct town departments to develop meaningful multi-year operating budgets that sync with multi-year capital budgets.”

Building, Planning, Conservation, Historical Commissions and Zoning

• Numerous respondents emphasize that rules, regulations and enforcement efforts should be consistent, with the review of projects coordinated to a greater degree. 
• “There should be follow-up when owners disregard rulings.” More attention should be paid to consensus goals expressed in the Master Plan, and all projects should be evaluated by regulatory agencies in light of that Master Plan. 
• “Avoid massive growth.”
• Views differ as to whether the land use agencies are “obstructionist” or “not tough enough” and insufficiently “attentive to the environment.” 

Housing

• There are requests for more senior housing, with efforts focused specifically on the needs of current residents, and “more affordable housing for the middle class who earn too much for government programs but not enough for a mortgage payment.”

Advisory Committee

• In order to “represent all the people of Hingham,” and perhaps increase the willingness of voters to accept its recommendations, the Committee “made up primarily of white collar professionals, should be more diverse.”

Human Resources/Personnel

• “It is unclear how Town employees are evaluated against the requirements of well-understood position descriptions.  Develop an Employee Position Description “catalogue” that contains evaluation criteria that would be available for public viewing.

Light Board

• Some people feel that the Board is “difficult to work with…” and “immune from oversight.” 
• For this reason, and because rates have “risen dramatically” we should investigate the wisdom of “making it a regular Town department.”

Police and Fire Departments

• A few respondents suggest we should consider combining the police and fire forces under a single “Department of Public Safety” to achieve efficiencies. 
• Traffic details “should not be handled by real police officers – it’s too expensive.”
• Further, the departments “need more women”.

Senior Center

• “Needs more room,” “More parking,” and “More transportation options for elderly who do not or should not drive.”

Sewer Committee

• “Why is the beach bathhouse still on septic?”  “Are all appropriate homes connected to the sewer system?”

South Shore Country Club

• “How many town employees and benefits are involved?  When will payments be made to the Town again?  “Are we subsidizing golfers and laying off teachers?”

Traffic Committee

• “Poor planning re. turns (too sharp for fire trucks).”
• “Need lights at major intersections.”

Beach

• Do something about the geese (“they cause disease”), and limit access by non-residents.

Responses to Question 6: “Are there other issues you’d like the GSC to address?”

Governance: Board of Selectmen and Selectmen’s Office:

• Post selectmen’s policy manual on web.  Create one if it doesn’t exist.
• “Board of Selectmen should be larger.” ” Board of Selectmen spread too thin”; “increase from three to five”. (multiple comments)
• Avoid conflict of interest in Selectman’s office and avoid litigation at all costs. (multiple entries)
• Micro-managing by well intentioned but inadequately informed Selectmen affects morale in Town Hall.  (I am not, never have been a town employee; I have served on a number of appointed town boards/committees.)
• The Board of Selectmen needs to delve into issues and the work of important committees more deeply and not be just a rubber stamp.
• Examine the process for formulating town policies... (multiple comments)
• To the extent that public input is sought, it is done in a gimmicky fashion such as this questionnaire.
• Board of Selectmen has too much power.  Go to Town Manager. (multiple comments)
• Address/review the idea of representative town meeting.   Reasons: attendance generally declining, or unbalanced due to special interest articles. (multiple comments)
• “Too many independent authorities result in inadequate checks and balances – make all employees accountable to Town Administrator/Manager instead of elected boards.”
• ‘What needs attention is the overall governance structure.  In my opinion it is crazy to have the citizens elect numerous more-or-less autonomous boards to carry out specialized functions, each with its own constituency and special interest groups. In my opinion we should elect a Governing Board of generalists, with the broadest possible view and understanding of the Town’s needs, and   The Board, which should have more than three members – at least five, should appoint and supervise the people who lead the specialized functions of public order, putting out fires, public education, recreation, public works, tax assessing, etc.  Where possible the Town Meeting should move away from spending time on decisions about details of town affairs, and concentrate on policy decisions.”
• “Given the attendance issues at Town Meeting I believe it is time to address the idea of a representative town meeting.  The interest of the citizens seems to have waned in recent years except for “special interest” articles.  The massing of voters for their “special interest” articles leaves the meeting unbalanced when these folks leave.  It then becomes burdensome for those who feel it their civic duty to attend.”
• “Is a married couple serving at the same time on different boards that may work together a conflict of interest?”
• Individual Selectmen are not the CEO of the Town and should not behave as such.
• Very upset about the way Selectmen handled Hastings.   Not a good thing to take power away from the Advisory Committee.

Town Administrator, Town Administration and Operations”

• .Strengthen authority of Town administrator to curb selectmen’s propensity to overrule him. 
• The New Town Administrator needs to focus more effectively and visibly on day-to-day management of town issues.
• Provide orientation to newly appointed and elected committee/board members. (multiple comments)
• “Periodically have third-party review of all contracts, personnel and otherwise, to ensure fairness and best practices.  Review to be performed on a rotating basis every 3-5 years but would give the town a better feeling that all is on the up and up.  Develop a Contract Review Policy for the Selectmen’s Policy Manual.”
• Direct reporting of family and/or siblings should not be allowed in Town Departments.

Transparency and Communications:

• “Improve communication with citizens – televised BOS meetings may be good for some, but not me, and Hingham Journal doesn’t always adequately inform.”
• “Public employee contracts – need more transparency and disclosure of union contract terms.  and Town Meeting approval.”
•  “Where did $8m to study noise last 10 years come from, where did it go?”
• Undue influence of sports partnership.
• Hersey House Proceedings:
• “More transparency – need all the facts about the Hersey House deal.
• “Need all the facts re. Hersey House. The Selectmen cost the Town $$$ and it’s not over.  In future, don’t file a 10G complaint by way of answer or counterclaim.”
• “We should review the issues surrounding the law suit (over Hersey House) and the cost to the town.  The response that, even though it cost approx. $800,000, we will cover with the sale of the property is not acceptable.  We will gain $400k instead of $1.2m.  This should be posted so that we can see the issues and what the resolutions are.”
• “Go out of your way to communicate importance of returning taxpayer money related to Hersey House transaction.”
• The handling of Hersey House and Tom Hastings is costing the town big. (Multiple responses)

Boards, Committees and Elected verses Appointed Positions:

• “Develop, keep up to date, and distribute an educational manual of how each committee and department should operate.  Make Director or Chair responsible for adhering to it.”
• “Subcommittees shouldn’t be appointed by head committee (i.e. School Building Committee and Advisory Committee (use the Moderator’s “Wait to serve list.”)”
• Too many or redundant committees? (multiple comments)
• “Town Moderator’s term – why only 1 year, not a 2-3 year term?”
• “Eliminate elected boards, except for those required by statute.”
• “Study the organization of Town boards and committees.”
• “Hingham has great business, financial and legal talent all wasted because they aren’t appointed.  They give input and it gets stuck in “the process” so nothing changes.”
• “The various boards – planning, appeals, sewer, Light Board, conservation – all need to maintain a helpful attitude and NOT create a fiefdom attitude – we are a team, not a bunch of all-stars.  After all we are all in this together.”
• “Simplifying rules and application processes might make dealing with town boards less of an ordeal for residents and businesses.”
• “Limit terms for politicians – both appointed and elected. (multiple comments)”
•  “Treasurer-Collector appointed rather than elected.”
• Consider which positions should be elective or appointed such as the Treasurer and Town Clerk and other fully salaried positions. (multiple responses)
• “Get rid of Plymouth County Commission and Commissioners.”
• We have too many, and sometimes redundant committees. Eliminate and consolidate. (multiple responses)

Hingham Cost of Living:

• “Many residents are finding it harder to meet the costs of resident in Hingham.  I do not think it easy to admit you are having a difficult time, it is embarrassing.  These are tough times, and we need to look out for those people who find themselves caught.  I was born and have lived here all my life, but how much longer can I stay?”

Taxes:

• “If we are to have constant overspending on our schools, how about taxing homes with school age children more to pay for their excessive demands.  Save the shrinking middle class of Hingham!”
• “Adjust property taxes based on lower values on every house in Hingham.”
• “Taxes for seniors on fixed income.  Consider breaks based on age and years living in and supporting the town.”
• “Holding taxes for seniors until their house is sold – do not raise until then.”

Town Financial Management and Budgets:
Operating Budget:

• “Municipal benefits – do Town employees pay their fair share, or are officials pulling back on past practices.?”
• “Health care reform”
• “Reduce both school and operating budgets by 5%.”
• “Link School spending and hiring to the rest of Town Government.”

Capital Budget: 

• “Establish Town maintenance programs for ALL buildings – to retain and use them longer.”
• “All Town building projects should be required to have published and regularly-reviewed financial and project-task plans to enable better performance on schedule, within budget, and within approved scope.”

General Comments:

• “Town government should focus on a balanced budget and dept heads should be held accountable for living within their budgets.”
• “The Reserve Fund is being abused by a “do now, apologize later” mentality on the part of some Town Department heads.  Reserve Fund transfers should be an exception, not a rule.  On this same point, Department budgets should be fully represented in the annual town budget; intentional “under-budgeting”: in spite of historic evidence to the contrary should be eliminated.  
• “Put a freeze on all new spending – especially the school dept.”
• “I have always supported town overrides but going forward spending must be restrained.  Recessionary times require a new attitude toward spending.”
• “Better financial oversight, wasteful redundant spending on feasibility plans.”
•  “We pay a lot of money for studies.” (multiple comments)
• “In the past the town received $400k per year (from the South Shore Country Club Enterprise Fund) – now it looks like it’s receiving $25k per year and now there are many more people on the Town payroll and in the Town retirement system.”
• “Open more cost centers.”
• “Throttle back the new debt servicing percentage – 7.5%? and throttle back the new high Capital Committee budgets.  Our lack of green economies is disgusting.  We must return 25% to Reserve before we increase services.  Limit the School Department to x% of the budget?  The 5% increase for each taxpayer each year has been well beyond inflation.”
• “Reduce the pension benefits for newly hired town employees. “
• Better financial oversight, wasteful spending on feasibility plans,  We pay a lot of money for “studies.” (often redundant). (multiple comments)
• “Keep town looking good; buildings, roads, sidewalks, public stuff.  Get more state and fed funds, grants.  Maybe have FinCom (Advisory Committee) look at these areas – (free money).”
• “Reduce the pension benefits for newly hired town employees”. 

Revenue Opportunities:

• “Charge $ for use of town property – wharf and parking for Stars” .
• “Every room/office owned by the town should be multi-purposed.  Contact universities to see if they can use the schools at night for their satellite courses.“
• “Rent out the Library’s movie room for private parties.  Sell text books there.” 
• “Research options re. Occupied and unoccupied properties in major disrepair.”

School Department, School Administration, etc

• “The School Committee needs to play more of a check and balance role relative to the School Department rather than just being an advocate of School Department positions.”.
• “Concerned that we are overbuilding schools on the presumption that lots of houses being built that will not be.”
• “Stop this endless building and rebuilding of schools. “
• “Shift to performance-based pay of teachers.  Fire bottom 10% of teachers based on performance rating and give new teachers a shot.” 
• “Rather than expand the schools based on forecast demand, offer vouchers to transfer students into the private system.  If not enough parents take vouchers, increase their value until you lower the number of students such that you don’t need to expand.”
• “Reduce the number of school vehicles.  Charge parents for door-to-door busing. “
• “Let parents send their kids to private schools if they aren’t satisfied with what we have to offer.” 
• “Link School spending and hiring to the rest of Town Government.”
• “Small class sizes in school.” 
• “Night lights at school stadium.”

Regionalization and Consolidation:

• “More inter-community collaboration to save $$/increase efficiency (joint purchasing, shared services.  (multiple comments)
• Consolidate like services. (multiple responses)
•  “Audit Committee or Town Auditor to report to and work for Advisory Board – part-time no benefit position (addresses separation of duties issues).”
• “Hire a part-time Town Counsel, to help minimize growing legal expenses to outside law firms.”
• “Combine Police and Fire to create Department of Public Safety.”
• “Consolidate school and town facilities/grounds maintenance and planning.”
• “Consolidate school and town financial management; eliminate elected boards except for those required by statute.”
• “Can the work force be trimmed and work more efficiently?”
• “Deputy Fire chief position is a duplicate of chief’s job – his annual salary would pay for 3 full-time paramedic/fighter positions.”
• “Please investigate and inform the town as to what benefits were generated from the DPW/Tree department staffing changes
• “Can the Town make/save money outsourcing the management?”

Town of Hingham Master Plan; Zoning By-Laws; and Planning (General):  These are all quotes

• “More attention needs to be paid to Hingham’s “Master Plan”  There needs to be more attention to preserving the town’s history and legacy and focus on keeping Hingham’s long-time residents in town....  The master plan is a way to ensure that the best interests of the town will be adhered to.  All elected and appointed officials should be educated in this master plan and made to see the “big picture” before beginning their service.  There needs to be emphasis on the important, far-reaching issues so that future generations still feel that Hingham is their hometown.  What we do today matters.”
• “Community gardens.”
• “Public transportation and public policy initiatives around public transportation incl. zoning.”
• “More senior housing – start planning for baby boomers.”
• “Address growth and population issues within the town.”
• “How to continue to maintain the town’s sense of community despite its diverse growth.”
• “Preservation and conservation of what little land there is left!!!!  And preservation of older structures, like Hersey House.”
• Adopt zoning by-laws that let the town take action on undersized/non-conforming structures so that they can be removed/razed to protect the value and rights of abutter’s property.  (Address  removed).   “Also have the town auction properties in serious tax delinquency, like Weymouth.”
• “Controlled growth.” 
• “Moratorium on docks in Harbor and Crow Point areas.  Pay attention to developer’s violations of EPA lands, and developer who covered Corp of Army Engineers passageway by blocking access.”
•  “Bike and running trails along beach area and main routes.”
• “Keep Hingham small and avoid the massive transit growth and don’t try to do it with traffic slowing bumps, narrow corners.

Utilities:
Water

• “Buy back the water company!”
• “Aquarion Water Company, compared to Hingham Water Co., is a failure.  Management of water supply is terrible.  The quality of water has deteriorated under Aquarion.  We used to have excellent water from Cohasset source.”

HMLP

• “Electricity is too high in this town.”
• “Hingham Light: office lease how much?  Bigger payment to town?  $$annual report for both.”
• “Light Board:  stop sending return envelopes monthly with bill – between automatic pay and electronic there is huge waste.  I haven’t used an envelope in 25 years –I just throw it out!”
• “The policies of the Light Co are archaic and unfair – plus the employees don’t care about customers who have an issue.  Make it a Town Department.”

Other general comments 

• “Move the DPW and Light Plant offices to Town Hall.”
• “Rubbish and garbage pick up.”
• “Give freedom to each resident to install and get credits for any and all forms of power   generation.”
•  “Wind turbines and other renewable energy.”

Elections and Town Meeting: 

• “The town is too big for important votes to be taken at town meeting.”  “Consider moving some important issues away from Town Meeting to referendum to get possibly larger input from greater cross section of town.” (multiple comments)
• “Have local elections timed to coincide with state or federal elections, to save money and increase turnout.”
• Polling hours for town elections should end at 6 instead of 8, especially when there are no ballot questions, to save money. (multiple responses some with different hours)
• “Eliminate Town Meeting – if it made sense 300 years ago, it doesn’t in the 21st century.”
• Address the concept of representative town meeting. “Citizen interest seems to have waned in recent years except for “special interest” articles, leaving the meeting unbalanced when proponents leave.” (multiple comments)
• Eliminate Special Town Meetings – maybe hold semi-annual meetings, one in spring, one in fall. (multiple comments)
• Don’t think individuals should be allowed to run for more than one position at a time. (Multiple comments).
• There should be a mechanism to prevent groups from coming to Town Meeting to vote for ONE “special interest” warrant article and then exiting en masse after the article has been voted upon.  It doesn’t appear to be a fair representation of the town’s interests (multiple comments)

Senior Issues: 

• “Seniors to work for the Town to reduce their taxes.”
• “Holding taxes for seniors until their house is sold – do not raise until then.”
• “More senior housing – start planning for baby boomers.”
• “More perks for the elderly.”

Other Suggestions

• “For our young adults/teens: summer internships and counselors in training in town government, schools or sports.”
• Handicap parking downtown
• “Develop and prepare for the mass exit from Hull residents in the case of a tsunami or other disaster.”
• “Make the town friendlier to dual-income families by enacting policies in schools, transfer station and other town services to make them more accessible for working families (e.g schools half day once a month and start late – difficult for working parents, especially commuters; Transfer Station only accepts certain types of waste on a Thursday and also requires special permits that can only be gotten that same DAY.)”
• “Sound pollution - Bikers on 228 - create clear Hingham sound pollution rules for trucks, cars and bikes.”
• “Explore zero emission commuter corridor options. 3A and 228 and utilization of commuter train parking lots for outside area thru traffic.”

General Comments 

• “I used to be proud of Hingham. No more. – need to move but not sure where.”
• “We just love the town and think you all do a fantastic job so we applaud all Town government and committees.  What would we do without your unselfish, caring work?”

Attachment A

Government Study Committee
Town Hall, 210 Central Street, Hingham, MA 02043

An invitation to all Hingham citizens:

Hingham’s Government Study Committee wants to know what you think.  The Committee, established by Town Meeting vote in April of 2010, is charged to examine all aspects of Town Government, its organization and structure, and recommend ways to achieve greater efficiency and effectiveness. 
To inform its deliberations, it needs input from Hingham citizens: Is the Town well organized to serve you?  How could it be more effective?  More efficient? 
This survey is anonymous, so please be candid in telling us what you think. 

• First, some questions about your relationship with the Town of Hingham. 

1. How long have you lived in Hingham? 

2. Do you own or rent your house?       Own___   Rent___   
3. Which Precinct do you vote in?   _______ 
4. Do you have school age children?  No___ Yes___; (If yes) are they in Public___ or Private Schools___, or Home Schooled ___? 
5. Have you served on elected or appointed Town Boards or Committees?  Yes___ No___. 
6. Do you attend Town Meeting: Regularly___ Occasionally ___ Never___?  
7. Do you have ideas of how Town Meeting might be improved?

• When you think of all aspects of Town Government, its departments and services, which do you believe deserve applause for their effectiveness and/or efficiency?

• What, in your opinion, makes them effective and efficient?

• When you think of all aspects of Town Government, which do you believe need attention because of ineffectiveness or inefficiency? 

• Please offer suggestions for improvement?

• Are there other issues you’d like the Government Study Committee to address?

While the Survey is designed to be completely anonymous, if you wish to speak to a member of the Government Study Survey Sub-Committee, please provide your name, phone and/or email and a good time to contact you.  Your comments will be held in confidence.
You may drop the survey in the mail box at Town Hall (no postage required), deliver it to the Town Clerk’s Office or put it in the US Mail (postage required) using the address at the top of the Survey.

Thank you so much for your help!