Click this link to optimize Open Town Hall for screen readers Skip to Content
Open Town Hall
Open Town Hall

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

753 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) 46.3% 349
Turn on/off a service (water or trash/recycling) 16.9% 127
Report Code Enforcement issues (graffiti, parking violations, junk cars, residential weeds) 22.2% 167
Report Right of Way issues (tree trimming, weeds, landscaping in the Right of Way) 15.7% 118
Report a pothole 28.6% 215
Obtain a permit 6.2% 47
File a non-emergency report 13.5% 102
Emergency services (police, fire) 18.5% 139
Request general or miscellaneous information (find forms, property information, event or meeting info) 20.7% 156
Records request 4.8% 36
Housing 2.0% 15
Homelessness (vacant buildings, camps, etc.) 5.2% 39
Other 18.3% 138

How often do you contact the City?

Response Percent Response Count
Daily 1.2% 9
Weekly 4.5% 34
Monthly 21.8% 164
Occasionally 44.0% 331
Rarely or Never 28.6% 215

How do you typically connect with the City?

Response Percent Response Count
In person 2.8% 21
By phone 37.6% 283
Finding information/resources on-line 32.4% 244
Email 18.5% 139
Social media 0.4% 3
Smart phone app 2.7% 20
Other 5.7% 43

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

Response Percent Response Count
Yes 61.9% 13
No 38.1% 8

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

Response Percent Response Count
Yes 73.1% 209
No 26.9% 77

How do you know what number to call?

Response Percent Response Count
I search for the number by service 44.1% 126
I search for the number by department 30.1% 86
I have a list of the numbers I need 17.8% 51
I just call different City numbers until I find the right one or get transferred to the right person 8.0% 23

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

Response Percent Response Count
Very easy 16.8% 48
Easy 28.3% 81
Neither easy nor difficult 31.1% 89
Difficult 20.3% 58
Nearly impossible 3.5% 10

Why did you give that answer:

Answered
167
Skipped
586

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

Other:

Answered
46
Skipped
707

Why did you select your number 1 choice?

Answered
585
Skipped
168

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 50.7% 382
Extended business hours (Weekdays, 7 AM to 6 PM) work best for me 20.8% 157
Early morning and/or evening hours (6 AM to 7 PM) work best for me 13.0% 98
Nights and/or Weekends (Weekdays 5 PM - 8 PM and/or Saturday, Sunday) work best for me 15.4% 116

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

Answered
201
Skipped
552

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

Response Percent Response Count
On-line 50.1% 377
In person (at a station) 3.7% 28
Over the phone (a dedicated number that is not 911) 35.1% 264
By mobile application 6.8% 51
Other 4.4% 33

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

Response Percent Response Count
Excellent 28.4% 214
Good 31.1% 234
Neither good or bad 26.8% 202
Bad 7.6% 57
Terrible 6.1% 46

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

Answered
488
Skipped
265

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

Response Percent Response Count
Bill information (due date, amount owed, etc.) 44.1% 332
Planned City service information (water or trash/recycling schedules, interruptions, routes, etc.) 59.1% 445
Unplanned City service information (water or trash/recycling outages, emerging issues, etc.) 51.1% 385
Project information (construction schedules, progress, road closures, delays, etc.) 53.7% 404
Alerts (road closures, light outages, flooding, etc.) 55.4% 417
News releases 28.2% 212
Status of your requests (pot holes, landscaping, graffiti, etc.) 58.2% 438
Event information 26.0% 196
Other 14.3% 108

What is your zip code?

Answered
751
Skipped
2

What age range do you fall into? (Optional)

Response Percent Response Count
16-22 year’s old 0.8% 6
23-38 year’s old 16.0% 115
39-54 year’s old 22.0% 158
55-73 year’s old 49.4% 354
74-91 year’s old 11.7% 84

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 2.5% 17
Business Owner 9.4% 63
Employed Full Time 43.8% 293
Employed Part Time 8.4% 56
Stay at Home Parent 1.9% 13
Work Multiple Jobs 3.6% 24
City of Tucson Resident 44.2% 296
Retired 39.6% 265
Name not available (unclaimed)
November 12, 2019, 8:53 AM
  • What are the most common reasons you contact the City? (select all that apply)
    • Pay a bill/ticket/fee (water, trash/recycling, citation, permit)
    • Report Code Enforcement issues (graffiti, parking violations, junk cars, residential weeds)
    • Report a pothole
    • File a non-emergency report
  • How often do you contact the City?
    • Weekly
  • How do you typically connect with the City?
    • Email
  • How would you prefer to connect with the City (rank all in order of most preferred to least preferred)?

    1. Email
  • Other:
    No response.
  • Why did you select your number 1 choice?

    Email you have a record of what was sent.

  • Not including emergency needs, when would be the best days and time of day for you to connect with the City?
    • Extended business hours (Weekdays, 7 AM to 6 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?

    Tucson Water wait time on the phone is way to long. Housing personnel are overworked and need clerical support, the Housing Specialist deal with clients on a daily basis, via email, phone and in person. A specialist cannot give good customer service when you are always bogged down with paperwork and filing issues. Annual recertifications could be completed in a group setting instead of completing them one on one.

  • How would you prefer to file non-emergency police reports?
    • On-line
  • How would you describe your most recent experience with the City?
    • Neither good or bad
  • Please tell us about that experience and why you rated it the way you did.

    It depends on the employee you speak to, as some employees love what they do and it shows in their customer service. Other employees who do not like like their job and this will show in their customer service as well.

  • What type of proactive information would you like? (select all that apply)
    • Unplanned City service information (water or trash/recycling outages, emerging issues, etc.)
    • News releases
    • Status of your requests (pot holes, landscaping, graffiti, etc.)
  • What is your zip code?
    85730
  • What age range do you fall into? (Optional)
    No response.
  • 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.
    • Employed Full Time
    • Work Multiple Jobs
    • City of Tucson Resident
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.