Orange County, Ca November 2020 Election: Voter And Service Level Data

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ORANGE COUNTY, CANOVEMBER 2020 ELECTION:VOTER AND SERVICE LEVEL DATAA RECAP OF THE PRESIDENTIAL GENERAL ELECTION

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CONTENTSEXECUTIVE SUMMARYVVOTER DATA TRENDS6Overall Turnout. 6Political Parties. 10Voting Methodology. 12SURVEY TYPES17CANDIDATE FILING SURVEY19Overview. 19Survey Results - Overall Experience. 20Overall Quality of Service. 21VOTER PHONE BANK SURVEY23Overview. 23Survey Results: Quality of Service. 24VOTE CENTER EMPLOYEE TRAINING SURVEY26Overview. 26Survey Results: Training Experience. 28VOTE CENTER CUSTOMER SERVICE REPRESENTATIVE SURVEY32Overview. 32Survey Results: Vote Center Experience. 33Overall Quality of Service. 37ELECTION SUPPORT LEAD SURVEY38Overview. 38Survey Results: Training and Vote Center Experience. 39ORA N GE COU N TY REGISTRA R OF VOTERS 2020 S URVE Y RE PORT iii

VOTE CENTER SUPERVISOR SURVEY42Overview. 42Survey Results: Communication, Training and Overall Experience. 43VOTE CENTER FACILITY SURVEY47Overview. 47Survey Results: Overall Experience. 48CONCLUSIONiv OR A N G E CO UN T Y R EG I ST R AR OF VOT E R S 2 0 2 0 S U R V E Y REP ORT51

EXECUTIVE SUMMARYThe November 3, 2020 Presidential General Election was both a unique and historic election as theCOVID-19 pandemic presented unprecedented challenges for election administration nationwide. Asthe fifth largest voting jurisdiction in the United States, Orange County requires extensive planningand coordination between internal departments and external partners in preparation for elections.My office remained committed to administering secure and transparent elections while successfullymaintaining public health guidelines from the Centers for Disease Control and Prevention (CDC)and state and local health officials. At the time of the election, there were approximately 1.7 millionregistered voters who received a Voter Information Guide and an official ballot through the mail. InOrange County, a total of 1,546,570 ballots were cast for an 87.3% turnout in the November 3, 2020Presidential General Election.I have made it a priority to ensure that we analyze voter behavior and survey data to enhance ourservices, resources, and planning for future elections. By understanding how voters voted, what wassuccessful, and what could be improved, we can implement data-driven solutions to improve thevoter experience and likelihood of another successful election.Voter data from each major election allows our office to assess the success of certain solutions andwhether a challenge we face is an ongoing issue or an issue that is unique to a specific election. In2020, we provided voters with a new way to vote under the Voter’s Choice Act (VCA). The changesnot only brought more opportunities for voters to access the ballot box, but also enhanced the voterexperience.In addition to data from voter behavior, the November 2020 Post-Election Report comprises data ofseven surveys, which include: Candidate Filing Survey Voter Phone Bank Survey Vote Center CustomerService RepresentativeSurvey Election Support LeadSurveyVote Center EmployeeTraining Survey Vote Center SupervisorSurvey Vote Center Facility SurveyFrom the candidate’s experience filing their nomination papers to the facility’s experience hosting aVote Center, the range of the surveys allows us to identify specifically what can be improved and whatis already being done well.Through our ability to evaluate our performance and services through data and surveys, we continueto strive for excellence in providing the highest quality services to the public, implementinginnovative practices to increase the efficiency of election operations, and ensuring that the votingexperience is positive for all Orange County voters.Neal KelleyRegistrar of VotersORA N G E COU N TY REG ISTRA R OF VOTERS 2020 SURVE Y RE PORT v

VOTER DATA T R EN DSVOTER DATA TRENDSOverall Turnout“The November 3, 2020Presidential GeneralElection recorded thehighest turnout for apresidential election since1964.”Prior to Election Day, voters were urged to take full advantageof voting early and voting safely at home. Orange County votersexpressed their confidence in election administration by participatingin record numbers in this election. Despite a series of unprecedentedevents, the November 3, 2020 Presidential General Election recordedthe highest turnout for a presidential election since 1964. The1,546,570 Orange County voters who participated in this electionrepresented a 24.8% increase over the 1,239,405 voters whoparticipated in the 2016 Presidential General Election.Chart 1. Overall Turnout2Number of Voters (in Millions)1.81.687.3%1.41.280.7%10.80.60.42016 Presidential General ElectionRegistered Voters2020 Presidential General ElectionOverall TurnoutChart 2. Historical Turnout TrendsVoter Turnout 5200420082012Primary6 OR A N G E CO UN T Y R EG I ST R AR OF VOT E R S 2 0 2 0 S U R V E Y REP ORTGeneral

VOTE R DATA TRE NDSThe voting experience for many voters is no longer waiting to votein-person on Election Day. Instead, most voters opt to vote from theconvenience of their homes and cast their official ballots through themail. All registered voters receive an official ballot in the mail nearly amonth before the election and they can return their ballot withoutneeding to affix additional postage, at a ballot drop box location, or atany Vote Center. The higher than average turnout in the two mostrecent elections can be attributed to the increasingly convenient andsecure voting options voters have through the Vote Center model.The 2020 Presidential General Election had a record number of1,771,537 registered voters. There were 137,571 more registeredvoters in this election than the presidential primary held in March 2020.To accurately determine voter turnout, it is important to maintain anaccurate voter list. The Orange County Registrar of Voters regularlyupdates the voter rolls, for example, by removing voters who havemoved or passed away. Our office also utilizes several approaches tosustain a quality list maintenance program, including:1.2.3.4.Updates through the Department of Motor Vehicles (DMV)National Change of Address (NCOA)Secretary of State updatesSecure third-party dataAdditionally, the implementation of VoteCal, a statewide voterregistration database, helps maintain more accurate voter registrationrolls for every county in California. Ongoing outreach efforts andprograms also help eligible voters register for upcoming elections.During the COVID-19 pandemic, the Orange County Registrar ofVoters continued to engage safely with voters through virtual meetingsand speaking engagements with language minority communities, localcolleges, and accessibility groups.“The Orange CountyRegistrar of Votersregularly updates thevoter rolls and utilizesseveral approaches tosustain a quality listmaintenance program.”In additional to voter turnout, voter registration data by generationshows several shifts that hold significant implications for OrangeCounty. In the past four years, the electorate has grown by 15%(235,570 voters) and participation increased across voters of all ages,ethnicities, and socioeconomic backgrounds. The convenience andsecurity of this election allowed more voters to access the ballot boxthan ever before.ORA N GE COU N TY REGISTRA R OF VOTERS 2020 S URVE Y RE PORT 7

VOTER DATA T R EN DSChart 3. Voter Registration by eration Z2012MillennialsGeneration X2016Baby Boomers2020Silent GenerationAs Generation Z becomes of voting age, their share of voter turnoutwill continue to grow. In the 2020 Presidential General Election,turnout for Generation Z (144,424) and the Silent Generation (149,104)were comparable. Baby Boomers continue to take the largest share inturnout by generation (30.5%), followed by Generation X (25.3%) andMillennials (24.9%).The generational makeup of the electorate is impacting the generalconsensus of what voters expect and demand in a positive votingexperience. The Orange County Registrar of Voters believe a positivevoting experience is likely to encourage voters to vote again in thefuture and continues to work to improve processes and meet thedemands of voters.8 OR A N G E CO UN T Y R EG I ST R AR OF VOT E R S 2 0 2 0 S U R V E Y REP ORT

VOTE R DATA TRE NDSFigure 1. Voter Participation in Orange CountyChart 4. Registered Language in 2016Chinese7%Korean13%Spanish38%Vietnamese42%This map of Orange County displays voter participation by precinctwith varying rates of voter turnout in the November 3, 2020Presidential General Election. Most precincts showed very high turnout(greater than or equal to 70%), which is consistent with the county’shigh overall turnout of 87.3% in this election.The Orange County Registrar of Voters’ office has been at theforefront of providing innovative language assistance to voters, so asmany eligible voters as possible can request voting materials that isaccessible for them. Voters have the option to request their votingmaterial in another language and more than 100,000 voters requestedanother language in 2020, with Vietnamese, Spanish, Korean, andChinese being the most requested languages.Overall, the top four requested languages continue to growproportionally with one another. Information on voters’ registeredlanguage is not only useful for knowing how many translated materialsChart 5. Registered Language in 2020Chinese7%Korean15%Spanish37%Vietnamese41%ORA N GE COU N TY REGISTRA R OF VOTERS 2020 S URVE Y RE PORT 9

VOTER DATA T R EN DSto produce for voters, but also for recruiting and assigning bilingualCustomer Service Representatives at Vote Centers to provide languageassistance near language minority communities.Political PartiesVoters can select a preferred political affiliation on their registrationforms. In Orange County, active registration numbers show 656,305registered Democrats, 615,303 registered Republicans, and 89,198voters have chosen other party designations (such as AmericanIndependent, Libertarian, Green, Peace and Freedom, and others).Orange County has a growing population of voters who do notindicate a political party preference. Currently, there are approximately441,606 No Party Preference (NPP) voters across the county.In the November 3, 2020 Presidential General Election, voter turnoutincreased across all parties compared to 2016. The number ofregistered Democrats and No Party Preference voters have grown themost since 2016, by 46.9% and 43.4% respectively.Chart 6. Voter Turnout by Party454,484Republican Party546,072382,567Democratic Party562,062235,439No PartyPreferenceMinor Parties337,69241,85767,8092016“More voters are choosingto take advantage of theconvenience, safety, andsecurity of vote-by-mailballots.”2020Regardless of political party, more voters are choosing to takeadvantage of the convenience, safety, and security of vote-by-mailballots. The next chart compares the number of official ballots castby mail to the number of ballots cast in-person by party. In 2016,the share of voting by mail was similar across all political parties, atapproximately 65%. As more voters elected to vote at home thiselection, the share of voting by mail increased by nearly 10-20% withsome variation by political party in 2020.1 0 OR A N G E CO UN T Y R E G I ST R AR OF VOT E R S 2 0 2 0 S U R VEY REP ORT

VOTE R DATA TRE NDSChart 7. Vote By Mail vs. Vote Center ParticipationRepublican Party (2016)294,151160,333Republican Party (2020)409,713136,359Democratic Party (2016)248,259134,308Democratic Party (2020)501,63960,423No Party Preference (2016)149,22586,214No Party Preference (2020)287,31750,375Minor Parties (2016)26,41315,444Minor Parties te CenterThe Orange County Registrar of Voters remained committed toproviding safe and secure voting opportunities to voters who chose orneeded to vote in-person at a Vote Center. For the voters who optedto vote in-person, the multi-day voting period, extended voting hours,and thorough health and safety protocols reassured them that votingin-person was still a safe and reliable alternative to voting at home.The transition to Vote Centers significantly improved the votingexperience for many voters. Vote Centers are a full-service votingexperience; voters can vote at any location, register to vote, andupdate their voter registration information. The secure electronicpollbook can look up any registered voter in Orange County at anyVote Center and issue the voter’s ballot on demand. This not onlyreduced long wait times, but also significantly reduced the number ofprovisional ballots issued to voters. As shown in the graph, the totalnumber of provisional ballots cast in the 2020 Presidential GeneralElection (26,062) is roughly a quarter of the number of provisionalballots cast in the 2016 Presidential General Election (99,630).Chart 8. Provisional Ballots by Party28,436Republican Party7,54138,813Democratic Party5,68926,943No Party PreferenceMinor Parties11,5155,4381,31720162020ORA N GE COU N TY REGISTRA R OF VOTERS 2020 S URVE Y RE PORT 11

VOTER DATA T R EN DSVoting MethodologyVote-By-Mail (VBM)“Since the 2012Presidential GeneralElection, the percentageof voters voting by mailhas consistently exceededthe number of votersvoting at a polling place.”The Orange County Registrar of Voters embarked on an aggressivevoter education campaign on various platforms to remind voters tovote early, vote safely from home using their official ballot, and tobe aware of their voting options. Voter behavior in Orange Countyhas shown that voters have increasingly requested more convenient,secure, and safe options to participate in elections. Since the 2012Presidential General Election, the percentage of voters voting by mailhas consistently exceeded the number of voters voting in-person. Forexample, of all ballots cast in Orange County for the 2016 PresidentialGeneral Election, 56% were returned by mail. In 2020, the numberof vote-by-mail ballots returned in the presidential general electionsincreased from 695,050 in 2016 to 1,285,629.Chart 9. Voter Behavior in Presidential Elections2020 General1,285,6292020 Primary648,0052016 General695,0502016 Primary408,1142012 General575,8432012 Primary281,3952008 General521,3482008 Primary336,1240%10%20%30%40%Voted By Mail50%60%70%80%90%100%Voted In-PersonWith the evolving coronavirus pandemic, voters who traditionally votedin-person may have opted to vote by mail for the November 3, 2020Presidential General Election. To infer how Orange County votersmay vote in a non-pandemic voting environment, the March 3, 2020Presidential Primary Election can be a possible indicator.Early voting for the 2020 Presidential Primary Election began inFebruary, and the election concluded before the state enacted itsfirst stay-at-home order. This was also the first election in which everyregistered voter in Orange County received an official ballot in the mail1 2 OR A N G E CO UN T Y R E G I ST R AR OF VOT E R S 2 0 2 0 S U R VEY REP ORT

VOTE R DATA TRE NDSnearly a month before Election Day. The March 3, 2020 PresidentialPrimary Election concluded with the highest turnout for a presidentialprimary election since 2000 with nearly 80% of voters casting theirballot by mail.This trend continued in the November 3, 2020 Presidential GeneralElection, and 83% of voters who participated cast the official ballotthey received through the mail, while only 17% cast their vote inperson at one of the 168 Vote Centers in the county.Chart 10. Vote-By-Mail Turnout in 2020 Elections1.6Number of Voters (in Millions)1.483.1%1.210.80.6Chart 11. Vote-By-Mail Return Method in 201679.2%Counter2%0.40.2PollingPlace20%02020 Presidential Primary ElectionOverall Turnout2020 Presidential General ElectionVoted-By-MailUnderstandably, the most recent Presidential General Election wasa unique election as it was conducted during an unprecedentedpandemic. There may have been a number of voters who may havepreferred to vote in-person but opted to return their ballot throughthe mail instead. To provide the best voting experience to voters whohistorically voted in-person, the Orange County Registrar of Votersprovided information across multiple platforms to increase awarenessof various voting options.The Voter’s Choice Act (VCA) established detailed criteria for countiesto provide voters multiple options to cast their ballot in any givenelection. Introduced for the first time in 2020, ballot drop boxesproved to be the most popular return method (46%) for voters inOrange County. This was followed by returns through the mail (37%) ordropping off at Vote Centers (16%). In the 2016 Presidential GeneralElection, voters returned their ballot by mail (78%), at a polling place(20%), or over the counter at our office in Santa Ana (2%).Mail78%Chart 12. Vote-By-Mail Return Method in 2020Counter1%VoteCenter16%Ballot DropBox46%Mail37%ORA N GE COU N TY REGISTRA R OF VOTERS 2020 S URVE Y RE PORT 13

VOTER DATA T R EN DSFor the November 3, 2020 Presidential General Election, 116 ballotdrop boxes were strategically placed throughout the county basedon several considerations, including proximity to language minoritygroups, communities with historically low vote-by-mail usage, trafficpatterns, and geographically isolated populations. Ballot drop boxsites provide voters with an additional option to cast their officialballot securely, safely, and conveniently. Returning a ballot by mail alsoremained a popular option for many voters because it does not requirethe voter to pay postage or engage in direct contact with others, whichwas especially important during a pandemic.Remote Accessible Vote-By-Mail (RAVBM)In response to the coronavirus pandemic, Assembly Bill 860 waspassed to permit any voter to cast their ballots through a RemoteAccessible Vote-By-Mail (RAVBM) system. While this system wasavailable prior to this election, it was limited to voters with disabilities,overseas voters, and military voters. As such, RAVBM was a new votingoption to many voters, so clear and concise language was messagedto voters in the Voter Information Guide (VIG), on our website, on theRAVBM portal, and on our social media platforms. Additionally, RAVBMdebut in 2020 so there is no comparison to the 2016 general election.The chart below reflects the change in RAVBM usage between theprimary and general elections of 2020. In March, only 323 votersregistered to use the RAVBM system. In November, voters wereencouraged to use the RAVBM system if they were impacted by thepandemic. 6,104 voters registered in the RAVBM system and 1,992voters used RAVBM. The increase in registration and use can beattributed to three main factors – higher voter participation in generalelections, open availability of RAVBM, and COVID-19 health concerns.Chart 13. Utilization of RAVBM in 2020100%80%1424,02260%40%18120%1,9910%2020 Presidential Primary ElectionRegistered and Used1 4 OR A N G E CO UN T Y R E G I ST R AR OF VOT E R S 2 0 2 0 S U R VEY REP ORT2020 Presidential General ElectionRegistered and Not Used

VOTE R DATA TRE NDSWhile the share of voters who used RAVBM remains small (only 0.12%),RAVBM is a critical system that provides a reliable method of voting forthose who may benefit from its use.Uniformed and Overseas Citizen Absentee Voting Act(UOCAVA)Additionally, the Orange County Registrar of Voters complies with theUniformed and Overseas Citizens Absentee Voting Act (UOCAVA),which allows citizens serving in the military and civilians who liveoverseas to participate in elections. The Orange County Registrar ofVoters allows three methods of ballot delivery for UOCAVA voters:1. Delivery through the mail and email2. Secure online voting portal3. Facsimile (fax)Consistent with voter trends for non-UOCAVA voters, voter turnoutand interest are noticeably higher for the 2020 Presidential GeneralElection and may explain the discrepancy in the return rate between2016 and 2020.Chart 14. UOCAVA Turnout11,286Number of Voters9,01961.6%6,94850.5%4,5572016 Presidential General ElectionBallots Issued2020 Presidential General ElectionBallots ReturnedVoting Behavior by Voter TypeIn this election, more than 275,103 voters cast a ballot for the firsttime, a 51.7% increase compared to the Presidential General Electionin 2016. The increase in first-time voter turnout can be attributed tothe utilization of same-day registration, or conditional voter registration(CVR), early voting, and vote-by-mail voting. The transition to Vote“There was a significantchange in the votingbehavior of historicalpolling place voters.”ORA N GE COU N TY REGISTRA R OF VOTERS 2020 S URVE Y RE PORT 15

VOTER DATA T R EN DSCenters also better prepared the staff who assisted the voters. Inprevious elections, many first-time voters voted provisionally, buthighly trained employees at Vote Centers could assist voters moreefficiently and reduce the unnecessary use of provisional ballots.Chart 15. Voting Behavior of First Time 100,059Chart 16. Voting Behavior of Permanent Absentee Voters1,037,09520%0%Number of Voters2016 Presidential General ElectionVoted-By-Mail2020 Presidential General ElectionVoted In-PersonVoted Provisional646,89620162020Presidential General ElectionVoted By MailVoted In PersonVoters who were previously registered as Permanent Absentee Voter(PAV) voted by mail consistently in 2020. The VCA had little impacton voters who were already accustomed to receiving their ballot bymail and voting, so there was no significant change in the votingbehavior of these voters. Prior to 2020, a voter who did not requestto become a permanent absentee voter would visit a polling place tocast a ballot in the election. Notably, there was a significant change invoting behavior for historical polling place voters, or non-permanentabsentee voters, as 64.5% chose to return their ballot by mail in 2020.Chart 17. Voting Behavior of Polling Place VotersChart 18. Voting Behavior by Voter Type366,128Number of Voters95.5%87.8%83.7%210,00064.5%65.7%Historical Polling PlaceVoter (2020)First-Time Voter (2016)15.4%20162020Presidential General ElectionVoted By MailPermanent VBM Voter(2016)Permanent VBM Voter(2020)Voted In Person1 6 OR A N G E CO UN T Y R E G I ST R AR OF VOT E R S 2 0 2 0 S U R VEY REP ORTHistorical Polling PlaceVoter (2016)Voted By MailVoted In PersonFirst-Time Voter (2020)

SURVE Y TYPE SSURVEY TYPESThe Candidate Filing Survey was provided to candidates whocompleted filing in our office or online. The survey was used to assessthe levels of organization and efficiency, as well as the courteousnessand professionalism extended to candidates by staff. Results from thissurvey were not only used to help ensure that a high level of customerservice was provided to candidates filing for the election, but also toidentify means of streamlining the intensive filing process.The Voter Phone Bank Survey was offered to members of thepublic who called the Public Phone Bank. Callers were automaticallytransferred to the survey at the conclusion of an interaction with aCustomer Service Agent. The survey solicited feedback on the agent’sability to answer the caller’s question, as well as rating the quality ofservice provided by the agent and the Registrar of Voters’ office. Thisdata was evaluated daily in order to resolve any issues that may ariseregarding the level of customer service received by the general public.The Vote Center Employee Training Survey was emailed to CustomerService Representatives after they attended an in-person training class.This survey sought to measure training through the identification oftrends and similar statements. The survey asked Customer ServiceRepresentatives about the effectiveness of both the online and inperson training components, as well as specific training materials,including the distance learning tools and Vote Center Handbook. Thissurvey was used to ensure that training objectives were being met andtraining was adequate to run Vote Centers operations as smoothly andefficiently as possible.The Vote Center Customer Service Representative Survey askedCustomer Service Representatives (CSR) to assess the variouscomponents of their experience. The survey was emailed to CustomerService Representatives shortly after Election Day and requested theirinput on communication with the Registrar of Voters’ office, issuesencountered at their Vote Center, and their overall experience ofserving throughout the voting period. This survey is used to assess theefficiency and organization of the Vote Center set up and breakdownprocess, as well as the overall quality of their experience working at aVote Center.ORA N GE COU N TY REGISTRA R OF VOTERS 2020 S URVE Y RE PORT 17

SUR VEY TY PESThe Election Support Lead Survey asked Customer ServiceRepresentative Leads to rate their training and experience serving inthe election. The CSR Lead position was introduced for the first timein this election to provide onsite leadership throughout the votingperiod. The results from this survey will be used to improve the trainingfor Leads in future elections and help ensure they are equipped withthe necessary tools to succeed in their position.The Vote Center Supervisor Survey was distributed to theSupervisors to rate their experiences leading up to and on ElectionDay. Supervisors served an essential function as they were liaisonsbetween the Registrar of Voters and the various Vote Centers, aidedin troubleshooting, and provided leadership to Customer ServiceRepresentatives as issues arose in the field. Responses provided wereuseful in assessing the overall efficiency of Vote Center operations.The Vote Center Facility Survey measured the satisfaction of VoteCenter hosts with their level of communication with the Registrar ofVoters and Customer Service Representatives, as well as their overallexperience serving in the election. Additionally, this survey also askedhosts about their experience receiving a portable storage container tostore voting equipment and election supplies. This survey was emailedto each Vote Center host after the election, and it was a good indicatorof the likelihood of the willingness of the Vote Center host to serve infuture elections.1 8 OR A N G E CO UN T Y R E G I ST R AR OF VOT E R S 2 0 2 0 S U R VEY REP ORT

CA N D IDATE FILING SURVE YCANDIDATE FILING SURVEYOverviewFirst introduced in June 2012 Election, the Candidate Filing Surveywas developed to assess the service provided by the Registrar ofVoter’s office to candidates filing for office. On May 5, 2020, theCalifornia Secretary of State’s office issued an advisory which allowedelections officials to issue candidate filing documents via mail, email,or a website for this election as a result of COVID-19. To provide asafe and convenient option for candidates filing for office, the OrangeCounty Registrar of Voters was the first in California to launch afull-service online candidate filing portal. Candidates who chose tocomplete the entire process online would complete the final stepsthrough a video conferencing service with the Registrar of Votersoffice to execute a Declaration of Candidacy. Prior to the conclusionof the candidate filing process, each candidate received a survey andprovided feedback regarding their experience during the candidatefiling process.In-Person Candidate Filing Survey Questions: The process was organized and efficient.Waiting time was efficiently managed.Staff was courteous, knowledgeable, and professional.I was given adequate information to complete each step in theprocess.Online Candidate Filing Survey Questions: The process was organized and efficient.Staff responded to my emails in a reasonable time.Staff was courteous, knowled

This map of Orange County displays voter participation by precinct with varying rates of voter turnout in the November 3, 2020 Presidential General Election. Most precincts showed very high turnout (greater than or equal to 70%), which is consistent with the county's high overall turnout of 87.3% in this election. The Orange County Registrar .

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