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Open Town Hall

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

945 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) 44.1% 417
Turn on/off a service (water or trash/recycling) 18.5% 175
Report Code Enforcement issues (graffiti, parking violations, junk cars, residential weeds) 20.7% 196
Report Right of Way issues (tree trimming, weeds, landscaping in the Right of Way) 15.7% 148
Report a pothole 30.2% 285
Obtain a permit 5.8% 55
File a non-emergency report 13.0% 123
Emergency services (police, fire) 16.5% 156
Request general or miscellaneous information (find forms, property information, event or meeting info) 18.5% 175
Records request 4.7% 44
Housing 1.7% 16
Homelessness (vacant buildings, camps, etc.) 5.1% 48
Other 18.5% 175

How often do you contact the City?

Response Percent Response Count
Daily 1.3% 12
Weekly 4.2% 40
Monthly 20.0% 189
Occasionally 45.0% 425
Rarely or Never 29.5% 279

How do you typically connect with the City?

Response Percent Response Count
In person 2.4% 23
By phone 37.2% 352
Finding information/resources on-line 30.8% 291
Email 20.3% 192
Social media 0.3% 3
Smart phone app 3.0% 28
Other 5.9% 56

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

Response Percent Response Count
Yes 60.9% 14
No 39.1% 9

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

Response Percent Response Count
Yes 72.1% 256
No 27.9% 99

How do you know what number to call?

Response Percent Response Count
I search for the number by service 43.4% 154
I search for the number by department 31.0% 110
I have a list of the numbers I need 17.7% 63
I just call different City numbers until I find the right one or get transferred to the right person 7.9% 28

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

Response Percent Response Count
Very easy 17.7% 63
Easy 29.0% 103
Neither easy nor difficult 31.8% 113
Difficult 18.3% 65
Nearly impossible 3.1% 11

Why did you give that answer:

Answered
215
Skipped
730

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

Other:

Answered
62
Skipped
883

Why did you select your number 1 choice?

Answered
741
Skipped
204

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 52.6% 496
Extended business hours (Weekdays, 7 AM to 6 PM) work best for me 20.3% 191
Early morning and/or evening hours (6 AM to 7 PM) work best for me 12.0% 113
Nights and/or Weekends (Weekdays 5 PM - 8 PM and/or Saturday, Sunday) work best for me 15.2% 143

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

Answered
254
Skipped
691

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

Response Percent Response Count
On-line 50.4% 475
In person (at a station) 3.6% 34
Over the phone (a dedicated number that is not 911) 35.5% 335
By mobile application 6.8% 64
Other 3.7% 35

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

Response Percent Response Count
Excellent 29.8% 281
Good 30.4% 287
Neither good or bad 24.8% 234
Bad 8.8% 83
Terrible 6.2% 58

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

Answered
626
Skipped
319

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

Response Percent Response Count
Bill information (due date, amount owed, etc.) 43.9% 414
Planned City service information (water or trash/recycling schedules, interruptions, routes, etc.) 57.9% 546
Unplanned City service information (water or trash/recycling outages, emerging issues, etc.) 49.3% 465
Project information (construction schedules, progress, road closures, delays, etc.) 51.7% 488
Alerts (road closures, light outages, flooding, etc.) 52.7% 497
News releases 26.2% 247
Status of your requests (pot holes, landscaping, graffiti, etc.) 57.3% 540
Event information 24.9% 235
Other 13.7% 129

What is your zip code?

Answered
943
Skipped
2

What age range do you fall into? (Optional)

Response Percent Response Count
16-22 year’s old 1.3% 12
23-38 year’s old 16.2% 147
39-54 year’s old 21.0% 190
55-73 year’s old 50.1% 454
74-91 year’s old 11.4% 103

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% 21
Business Owner 9.1% 78
Employed Full Time 43.3% 371
Employed Part Time 8.6% 74
Stay at Home Parent 2.0% 17
Work Multiple Jobs 4.2% 36
City of Tucson Resident 41.5% 355
Retired 40.1% 343
Name not available (unclaimed)
May 15, 2020, 5:22 PM
  • What are the most common reasons you contact the City? (select all that apply)
    • Pay a bill/ticket/fee (water, trash/recycling, citation, permit)
    • Turn on/off a service (water or trash/recycling)
    • Report Code Enforcement issues (graffiti, parking violations, junk cars, residential weeds)
    • Report Right of Way issues (tree trimming, weeds, landscaping in the Right of Way)
    • Obtain a permit
    • File a non-emergency report
    • Emergency services (police, fire)
    • Records request
  • How often do you contact the City?
    • Occasionally
  • How do you typically connect with the City?
    • Finding information/resources on-line
  • How would you prefer to connect with the City (rank all in order of most preferred to least preferred)?

    1. Self-service on-line

    2. Access to information/resources on-line

    3. Smart phone App

    4. By phone

    5. Chat now service on-line

    6. In person
  • Other:
    No response.
  • Why did you select your number 1 choice?

    Quick and easy

  • 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?

    A bit of time outside usual business hours helps for those working 8-5.

  • How would you prefer to file non-emergency police reports?
    • On-line
  • How would you describe your most recent experience with the City?
    • Good
  • Please tell us about that experience and why you rated it the way you did.

    Easily pay water bill online.

  • What type of proactive information would you like? (select all that apply)
    • Bill information (due date, amount owed, etc.)
    • Planned City service information (water or trash/recycling schedules, interruptions, routes, etc.)
    • Unplanned City service information (water or trash/recycling outages, emerging issues, etc.)
    • Project information (construction schedules, progress, road closures, delays, etc.)
    • Alerts (road closures, light outages, flooding, etc.)
    • News releases
    • Status of your requests (pot holes, landscaping, graffiti, etc.)
    • Event information
  • What is your zip code?
    85710
  • What age range do you fall into? (Optional)
    • 39-54 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.
    • Business Owner
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.