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Open Town Hall

Tell us about your experience connecting with the City of Tucson.

310 registered responses


What are the most common reasons you contact the City? (select all that apply)

Response Percent Response Count
Pay a bill/ticket/fee (water, trash/recycling, citation, permit) 42.9% 133
Turn on/off a service (water or trash/recycling) 15.2% 47
Report Code Enforcement issues (graffiti, parking violations, junk cars, residential weeds) 26.5% 82
Report Right of Way issues (tree trimming, weeds, landscaping in the Right of Way) 16.8% 52
Report a pothole 31.0% 96
Obtain a permit 5.5% 17
File a non-emergency report 12.9% 40
Emergency services (police, fire) 16.8% 52
Request general or miscellaneous information (find forms, property information, event or meeting info) 22.9% 71
Records request 6.1% 19
Housing 1.3% 4
Homelessness (vacant buildings, camps, etc.) 4.8% 15
Other 18.1% 56

How often do you contact the City?

Response Percent Response Count
Daily 0.6% 2
Weekly 3.5% 11
Monthly 25.5% 79
Occasionally 47.1% 146
Rarely or Never 23.2% 72

How do you typically connect with the City?

Response Percent Response Count
In person 2.6% 8
By phone 31.3% 97
Finding information/resources on-line 36.5% 113
Email 21.6% 67
Smart phone app 3.2% 10
Other 4.8% 15

Do you try to call or find information on the website first?

Response Percent Response Count
Yes 50.0% 4
No 50.0% 4

Do you try to find information on the City’s website before calling?

Response Percent Response Count
Yes 67.0% 65
No 33.0% 32

How do you know what number to call?

Response Percent Response Count
I search for the number by service 36.1% 35
I search for the number by department 34.0% 33
I have a list of the numbers I need 21.6% 21
I just call different City numbers until I find the right one or get transferred to the right person 8.2% 8

What is your experience finding the right City phone number to call?

Response Percent Response Count
Very easy 16.5% 16
Easy 34.0% 33
Neither easy nor difficult 25.8% 25
Difficult 19.6% 19
Nearly impossible 4.1% 4

Why did you give that answer:

Answered
63
Skipped
247

How would you prefer to connect with the City (rank all in order of most preferred to least preferred)?

Other:

Answered
21
Skipped
289

Why did you select your number 1 choice?

Answered
278
Skipped
32

Not including emergency needs, when would be the best days and time of day for you to connect with the City?

Response Percent Response Count
Standard business hours (Weekdays, 8 AM to 5 PM) work best for me 54.2% 168
Extended business hours (Weekdays, 7 AM to 6 PM) work best for me 20.3% 63
Early morning and/or evening hours (6 AM to 7 PM) work best for me 11.3% 35
Nights and/or Weekends (Weekdays 5 PM - 8 PM and/or Saturday, Sunday) work best for me 14.2% 44

Is there anything you’d like us to know about your experiences with the days/times City services are available?

Answered
100
Skipped
210

How would you prefer to file non-emergency police reports?

Response Percent Response Count
On-line 52.6% 163
In person (at a station) 1.6% 5
Over the phone (a dedicated number that is not 911) 32.9% 102
By mobile application 8.1% 25
Other 4.8% 15

How would you describe your most recent experience with the City?

Response Percent Response Count
Excellent 31.6% 98
Good 29.0% 90
Neither good or bad 24.2% 75
Bad 8.4% 26
Terrible 6.8% 21

Please tell us about that experience and why you rated it the way you did.

Answered
220
Skipped
90

What type of proactive information would you like? (select all that apply)

Response Percent Response Count
Bill information (due date, amount owed, etc.) 46.1% 143
Planned City service information (water or trash/recycling schedules, interruptions, routes, etc.) 69.4% 215
Unplanned City service information (water or trash/recycling outages, emerging issues, etc.) 59.0% 183
Project information (construction schedules, progress, road closures, delays, etc.) 62.6% 194
Alerts (road closures, light outages, flooding, etc.) 61.0% 189
News releases 30.0% 93
Status of your requests (pot holes, landscaping, graffiti, etc.) 66.5% 206
Event information 28.7% 89
Other 11.0% 34

What is your zip code?

Answered
309
Skipped
1

What age range do you fall into? (Optional)

Response Percent Response Count
16-22 year’s old 1.0% 3
23-38 year’s old 15.0% 46
39-54 year’s old 20.2% 62
55-73 year’s old 45.9% 141
74-91 year’s old 17.9% 55

Which of the following describe you? (select all that apply). This is optional, but it will help the City understand how our customers needs differ and work to meet the need of all of our customers.

Response Percent Response Count
Student at University of Arizona 3.0% 9
Business Owner 10.2% 31
Employed Full Time 38.5% 117
Employed Part Time 9.5% 29
Stay at Home Parent 2.0% 6
Work Multiple Jobs 5.6% 17
City of Tucson Resident 47.7% 145
Retired 44.7% 136
Name not available
October 30, 2019, 1:39 PM
  • What are the most common reasons you contact the City? (select all that apply)
    • Turn on/off a service (water or trash/recycling)
  • How often do you contact the City?
    • Rarely or Never
  • How do you typically connect with the City?
    • By phone
  • Do you try to find information on the City’s website before calling?
    • No
  • How do you know what number to call?
    • I search for the number by service
  • What is your experience finding the right City phone number to call?
    • Very easy
  • Why did you give that answer:
    Finding the number is easy. Getting someone to answer it is NOT!
  • How would you prefer to connect with the City (rank all in order of most preferred to least preferred)?

    1. By phone

    2. Chat now service on-line
  • Other:
    No response.
  • Why did you select your number 1 choice?

    You can't shut off service by other means.

  • Not including emergency needs, when would be the best days and time of day for you to connect with the City?
    • Standard business hours (Weekdays, 8 AM to 5 PM) work best for me
  • Is there anything you’d like us to know about your experiences with the days/times City services are available?
    No response.
  • How would you prefer to file non-emergency police reports?
    • Over the phone (a dedicated number that is not 911)
  • How would you describe your most recent experience with the City?
    • Bad
  • Please tell us about that experience and why you rated it the way you did.

    Called at 8:10 AM; phone rang and rang - no one answered in the department. Called again at 12:15 - same thing. You need more staff!!

  • What type of proactive information would you like? (select all that apply)
    • Alerts (road closures, light outages, flooding, etc.)
  • What is your zip code?
    85713
  • What age range do you fall into? (Optional)
    • 74-91 year’s old
  • Which of the following describe you? (select all that apply). This is optional, but it will help the City understand how our customers needs differ and work to meet the need of all of our customers.
    • Retired
Open Town Hall is not a certified voting system or ballot box. As with any public comment process, participation in Open Town Hall is voluntary. The responses in this record are not necessarily representative of the whole population, nor do they reflect the opinions of any government agency or elected officials.