Exhibit A - Survey Breakdown

A full breakdown of survey responses is below. Verbatim text comments can be found in Exhibit B.


Question 1: Before starting this survey, did you know about MyKingston?

  • 78 per cent answered “yes”
  • 22 per cent answered “no”


Question 2: In addition to MyKingston, we have a number of online services (portals). Have you used any of the following? Check all that you have used. Click any image to zoom in for details.

  • 64 respondents selected “MyKingston”
  • 60 respondents selected “Get Involved Kingston”
  • 31 respondents selected “DASH”
  • 35 respondents selected “Recreation program registration”


Question 3: How frequently do you use MyKingston?

  • 4 respondents selected “Frequently. I use it more than 3 times a week."
  • 37 respondents selected “Sometimes. I use it a few times a month.”
  • 36 respondents selected “Rarely. I use it a few times a year.”
  • 4 respondents selected “Can’t remember / prefer not to answer.”
  • 12 respondents selected “Never. I don’t have an account.”
  • 3 respondents selected “Never. I have an account but I don’t use it.”


Question 4: What types of services have you accessed on MyKingston? Check all that apply.

  • 17 respondents selected “Applying for a permit and/or service”
  • 46 respondents selected “Submitting feedback and/or complaint”
  • 12 respondents selected “Renewing or adding funds to a transit card”
  • 16 respondents selected “Paying for a service”
  • 23 respondents selected “Registering for a program”
  • 26 respondents selected “Asking a question”
  • 54 respondents selected “Finding information”
  • 2 respondents selected “Not sure/can’t remember”
  • 6 respondents selected “Other.” See responses in Exhibit B.


Question 5: What was your experience completing these tasks? Rate your experience by telling us how much you agree or disagree with each of these statements.

  • My Kingston make it easy to complete tasks
    • 27 respondents selected “Agree”
    • 32 respondents selected “Somewhat agree”
    • 13 respondents selected “Neutral”
    • 8 respondents selected “Somewhat disagree”
    • 1 respondent selected “Disagree”
  • Information on MyKingston is accurate and complete
    • 31 respondents selected “Agree”
    • 25 respondents selected “Somewhat agree”
    • 19 respondents selected “Neutral”
    • 3 respondents selected “Somewhat disagree”
    • 2 respondents selected “Disagree”
  • I find MyKingston to be unccessarily complex
    • 6 respondents selected “Agree”
    • 19 respondents selected “Somewhat agree”
    • 20 respondents selected “Neutral”
    • 17 respondents selected “Somewhat disagree”
    • 19 respondents selected “Disagree”
  • I would need assistance from a technical person to use MyKingston effectively
    • 1 respondent selected “Agree”
    • 3 respondents selected “Somewhat agree”
    • 9 respondents selected “Neutral”
    • 15 respondents selected “Somewhat disagree”
    • 53 respondents selected “Disagree”
  • MyKingston is useful to me to complete tasks
    • 31 respondents selected “Agree”
    • 28 respondents selected “Somewhat agree”
    • 19 respondents selected “Neutral”
    • 1 respondent selected “Somewhat disagree”
    • 2 respondents selected “Disagree”


Question 6: Have you experienced issues or challenges while using MyKingston? Please rank them from 1 (most challenging) to 9 (least challenging). If you haven't experienced any issues or challenges, you can skip this question.

  • There are too many steps to complete a simple task/goal (Rank 3.33)
  • I do not know which category my service/request belongs to (Rank 3.65)
  • I never remember my password and it is difficult to reset it (Rank 4.00)
  • I cannot login (Rank 4.28)
  • I do not know how to find the information I am looking for (Rank 4.33)
  • The portal is hard to use on my phone or mobile device (Rank 4.33)
  • There are issues with the portal when using assistive devices (screen reader, keyboard navigation, zoom (Rank 4.63)
  • I do not know how to ask a question/report an issue/apply for services (Rank 5.08)
  • The text is hard to read (Rank 5.35)


Question 7: If you experienced issues or challenges with MyKingston, can you tell us more about what happened? If you didn't have any issues, please skip this question.

See all responses in Exhibit B – text comments.


Question 8: How do you find a specific service when using MyKingston?

  • 35 respondents selected “I use the search bar”
  • 33 respondents selected “I scroll until I find the service I’m looking for”
  • 26 respondents selected “I filter by categories”
  • 10 respondents selected “Other (please specify).” See responses in Exhibit B.


Question 9: How likely are you to recommend MyKingston to a friend or colleague?

  • 12 respondents selected “Very likely”
  • 32 respondents selected “Likely”
  • 29 respondents selected “Neutral”
  • 5 respondents selected “Unlikely”
  • 1 respondent selected “Very unlikely”


Question 10: You told us that you never use MyKingston. What would encourage you to use it? Rank the factors from most important to least important.

  • Information is easy to find (Rank 2.60)
  • More City services are available (Rank 4.36)
  • Transactions (payments) are secure and private (Rank 4.40)
  • Applying for services is easy (Rank 4.73)
  • Online service is quick (Rank 4.86)
  • Payments and purchases can be made on the portal (Rank 4.87)
  • Easy to use on a mobile device (phone or tablet) (Rank 5.87)
  • More information about my neighbourhood is available (Rank 5.93)
  • The experience is personalized (Rank 6.62)


Question 11: How do you usually find information about City programs and services? Check all that apply.

  • 34 respondents selected “I go to MyKingston”
  • 70 respondents selected “I visit CityofKingston.ca, the City website”
  • 17 respondents selected “I call, email or submit a service request to MyKingston”
  • 29 respondents selected “I follow the City of Kingston on social media”
  • 24 respondents selected “I ask my friends and family”
  • 5 respondents selected “I ask the Mayor or my District Councillor”
  • 19 respondents selected “I watch TV, listen to the radio or read the newspaper”
  • 11 respondents selected “I email City staff directly”
  • 17 respondents selected “Other (please specify). See responses in Exhibit B.


Question 12: We are exploring how to send notifications from MyKingston to you to let you know about the status of programs and services. Which of the following ways would you want to receive notifications?

  • 68 respondents selected “Email”
  • 21 respondents selected “Text (SMS)"
  • 28 respondents selected “Through an app on a mobile device”
  • 12 respondents selected “I wouldn’t sign up for notifications”
  • 6 respondents selected “Other (please specify).” See responses in Exhibit B.


Question 13: Would you like to be part of future research and testing for the City's online portals? By selecting yes, we will reach out to you at the email address you provided for Get Involved Kingston.

  • 62 respondents selected “Yes”
  • 34 respondents selected “No”


Question 14: Is there anything else that you would like to share with us about MyKingston?

See all responses in Exhibit B – text comments.

If you require information in an alternate format of this engagement report, please call 613-546-0000. We will work with you to understand your specific information and accessibility needs and to provide for them within a reasonable timeframe.