062323 Friday Staff Report „ City Manager's Office
" 215 E. McKinney St., Denton, TX 76201 • (940) 349-8307
DENTON
MEMORANDUM
DATE: June 23, 2023
TO: The Honorable Mayor Hudspeth and Council Members
FROM: Sara Hensley, City Manager
SUBJECT: Friday Staff Report
Upcoming Meetings
A. Public Utilities Board on Monday, June 26, 2023, at 9:00 a.m. in the City Council Work
Session Room.
B. Cancelled - Development Code Review on Monday, June 26, 2023, at 10:00 a.m. at the
Development Service Center.
C. Cancelled—Zoning Board of Adjustment on Monday, June 26, 2023, at 5:30 p.m. at the
Development Service Center.
D. Citizens Bond Advisory Committee on Monday, June 26, 2023, at 6:00 p.m. at the
Development Service Center.
E. Work Session of the City Council on Tuesday, June 27, 2023, at 2:00 p.m. in the City
Council Work Session Room immediately followed by a Special Called Meeting in
Council Chambers.
F. Cancelled—Mobility Committee on Wednesday,June 28,2023,at 10:00 a.m. in the City
Council Work Session Room.
G. Cancelled — Civil Service Commission Meeting on Wednesday, June 28, 2023, at 1:00
p.m. in the Human Resources Training Room.
H. Planning and Zoning Commission on Wednesday,June 26,2023,at 5:00 p.m.in the City
Council Work Session Room.
Please check the City of Denton website for final meeting days and times,as information is subject
to change after the Friday Report is published.
OUR CORE VALUES
Inclusion • Collaboration • Quality Service • Strategic Focus • Fiscal Responsibility
General Information & Status Updates
A. Utilities and Customer Service Survey Results —To create a baseline to improve the
provision and service of utilities and customer service, multiple departments collaborated
with National Community Survey (NCS) to draft the City's first utilities and customer
service baseline survey. This survey assessed residents' opinions on the quality,
affordability, and reliability of water, wastewater, solid waste, recycling, and electricity
utility services provided by the City, as well as the associated customer service. Staff plan
to provide this survey biannually to assist in the prioritization of areas for improvement as
assessed by community members' survey input.
The survey was mailed to 2,800 randomly selected public utilities residential customers in
April 2023 and had a response rate of 13%through the end of data collection in May 2023.
The survey was available in both English and Spanish and allowed for response via weblink
or paper, to ensure ample opportunity for response. A separate survey was also shared via
social media and various online channels, allowing for separate data collection. The results
of the Utilities and Customer Service Survey (attached) are available for review and will
be shared publicly with community members.
Notable highlights within the results include:
• The quality of electric service, water and wastewater services, and solid waste and
recycling services were overwhelmingly well-rated by in Denton. Electric service
was the top-rated utility,with 93%of the respondents rating it as excellent or good.
Water and wastewater services received an excellent or good evaluation from 90%
of respondents, while trash and recycling services received a favorable rating from
about 85% of customers.
• Respondents were asked to rate the reliability of Denton Municipal's electric
service and an overwhelming response rate of nine in ten customers rated it as
excellent or good.
• The reliability of the water service and the quality of the information provided in
water customer communications were the top-rated water service attributes, with
about nine in ten customers rating each of these as excellent or good.
• Eight in ten residents thought it was essential or very important for the City of
Denton to make stormwater mitigation improvements, with over half of customers
most highly prioritized maintaining the stormwater drainage system.
• As with electric and water services, the reliability of residential solid waste and
recycling services was ranked at the top of the service's attributes, along with the
reliability of yard waste&brush service and bulky waste service. About nine in ten
customers rated all three as excellent or good.
• During the last 12 months, two-thirds of Denton's utility customers contacted the
City's customer service department at least once. Customers were highly satisfied
with the response given by the City of Denton utilities customer service staff. At
least nine in ten respondents gave excellent or good ratings to the courtesy of the
employees, the overall impression they made, their knowledge, their
responsiveness, and the timeliness of the response.
Staff continue to review the results to develop workplans and initiatives bolstering service
provision, while remaining committed to providing the very best service and commitment
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to community members in their delivery of electricity, water, wastewater, solid waste,
recycling, and customer service. Staff contact: Jennifer Rainey, City Manager's Office
B. Security Improvements for Council Meetings — On June 16, City Council received an
update in the Friday Report regarding security improvements for Council meetings,
including the consideration of a resolution regarding Council meeting security. While the
update referenced "handguns", the resolution being considered by Council would prohibit
both handguns and other types of firearms from being brought into meeting rooms during
a public meeting subject to the Texas Open Meeting Act. Staff Contact: Ryan Adams, City
Manager's Office
C. Review of Customer Service Summer Weather Procedures — In accordance with City
Ordinance Sec. 26-8(e)(2)(b), Customer Service suspends interruptions of utility services
due to extreme weather conditions:
(2) Disconnection during extreme weather. Utility Services will not be disconnected
for nonpayment when on the day of disconnection:
(a) The National Weather Service (NWS)has forecasted the day's temperatures
to fall below thirty-two (32) degrees Fahrenheit.
(b) The NWS has forecasted the day's high temperatures to be at or above one
hundred(100)degrees Fahrenheit or a heat advisory has been issued for Denton
County.
Customer Service educates customers on account options and programs to help best meet
their situational needs. Short-term assistance includes utility assistance agency referrals
and payment arrangements. For longer-term needs, Customer Service offers services that
exempt customers from receiving late fees such as budget billing or Pay-As-You-Go
prepaid utilities. Pay-As-You-Go is not only fee-exempt but is also exempt from deposits.
Any customer having trouble paying their monthly utility bill are recommended to contact
Customer Service at 940-349-8700 or customer.service@cityofdenton.com prior to
interruption of service. Staff contact: Christa Foster, Customer Service
D. City of Denton Minor Repair Program—The Minor Repair Program helps income-eligible
homeowners with essential repairs, including repairs to increase accessibility. The Minor
Repair Program is intended to assist income-qualified owners who cannot afford to
complete the repairs themselves. As a result of funding being expended quicker than
anticipated this program year, the program is currently only accepting applications for
critical repairs such as AC units, plumbing and roof leaks, and water heater repairs. The
original program budget for Fiscal Year 2022-23 was $368,843 and expected to assist a
proposed 30 households. Twenty households have received assistance to date, and 11
applications are in progress with repairs to be completed soon. A total of 31 households
are projected to have been assisted through the program by the end of Q3. An additional
$101,121 was transferred from residual funds from other programs as a temporary solution
to continue the Minor Repair Program during the summer months for priority applications.
Staff will continue to monitor program funding and requests to determine if any additional
residual funds may be needed to extend the program through the end of the fiscal year.
Staff continue to work with community partners, including the Servant Workers for Every
Available Task(SWEAT Team) and Hearts for Homes,to refer residents for home repairs.
Staff contact: Luisa Garcia, Community Services
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E. Solid Waste & Recycling Department Recognized for Safety Program Improvements —
Each year, the State of Texas chapter of the Solid Waste Association of North America
(TxSWANA) recognizes organizations, public and private, that achieve the most
significant improvements in workplace safety. At its recent conference, the City of
Denton's Solid Waste and Recycling was recognized for the overall improvements of the
safety program. The department worked to reduce workplace injuries, incidents, and
accidents by 25% overall in Fiscal Year 2021-22. Five organizations in the State were
recognized this year. It is important to know that the Solid Waste industry is one of
America's most dangerous occupations according to data collected by the National Safety
Council and the City of Denton's Solid Waste & Recycling team continues to focus on
safety improvement opportunities. Staff contact: Eugene McKinnie, Solid Waste and
Recycling
F. Tree Inventory—The City of Denton contracted with Greehill to perform a tree inventory
within maintained areas of parks, city properties and public rights-of-way. Beginning the
week of June 26, the inventory will be performed using a NASA-grade mobile lidar(light
detection and ranging) system mounted to a vehicle. With the help of this technology, the
survey will provide a three-dimensional image of each tree, tree diameter, crown height,
species, tree condition, and location (GPS coordinates). Additionally, the survey will
provide each tree with a unique ID number and calculate its economic value.
The Lidar system allows for a much faster tree inventory. Utilizing this system, the year
one data will be collected within 60 days, whereas a "boots-on-the-ground" inventory
would take close to a year. A second data set will be collected in year three, allowing for
analysis of the growth of public trees. Staff contact: Haywood Morgan, Parks and
Recreation
Responses to Council Member Requests for Information
A. Group Home on Kayewood Drive—On June 8,Mayor Pro Tern Beck and Council Member
Watts forwarded a resident's email regarding the Oxford House on Kayewood Drive.
Additional information regarding the same address was received on June 20 from Mayor
Pro Tern Beck and Mayor Hudspeth. In October 2022,Development Services staff received
a request for a reasonable accommodation under the Federal Fair Housing Act for the
property. In response to the reasonable accommodation request received, staff worked with
the Development Code Review Committee regarding code amendments to the reasonable
accommodation process; however, those amendments will not be proceeding to public
hearings at the Planning and Zoning Commission until later this summer after the proposed
process changes are first reviewed with, and feedback is received from, the Committee on
Persons with Disabilities, and to make them aware of the proposed changes since they
oversee a similar process related to the Code of Ordinances.
The accommodation request related to the Oxford House is being presented as an item for
public feedback and individual consideration during the July 25 City Council meeting. At
the meeting, residents will have the opportunity to voice any concerns. Additionally,
residents may contact the Denton Police Department with any public safety concerns
regarding the Oxford House and/or the City's Code Enforcement Division if property
maintenance code violations are observed. Staff contact: Scott McDonald, Development
Services
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B. Internet Outages Due to Area Construction — On June 16, Council Member Meltzer
inquired about internet outages on Carriage Hill due to construction in the area.As reported
in the previous week's Friday Report, an underground communication line was struck
during road reconstruction operations. Staff received several concerns from residents from
June 11 through June 16 about slow or no internet service. Staff worked with Frontier to
make repairs and restore service. As of June 12,repairs were complete and internet service
was restored. Staff contact: Scott Fettig, Capital Projects
C. Location of Patching on Hollyhill Lane — On June 19, Council Member Meltzer shared a
resident request regarding recent pothole patching near Hollyhill Lane as a follow up to the
previous week's Friday Report. During the recent field evaluation, staff did not identify
potholes requiring patching on Hollyhill Lane; however, potholes were identified and
patched on Skylark Drive between Pennsylvania Drive and Sandpiper Drive. Staff contact:
Ethan Cox, Public Works
D. References to Assist with Shelter Transportation — On June 20, Council Member Meltzer
inquired about a standard response to share with individuals requesting whom to contact to
assist with transportation to overnight shelters. The following response provides contact
information for multiple transportation options to shelters. Staff contact: Jennifer Rainey,
City Manager's Office
"The City of Denton Police Department's Homeless Outreach team (H.O.T.) can
assist with transporting individuals to the shelter. H.O.T. can be contacted via
homelessoutreachgcityofdenton.com or via the non-emergency number 940-349-
8181. Additionally, Giving Grace Street Outreach can also assist with connecting
to temporary shelter and day services and can be reached at 940-382-0609. United
Way of Denton County provides pocket directories for quick guides to local
resources. Businesses and individuals may contact Oliviakunitedwaydenton.org
for copies of the pocket directory to have on hand to assist individuals experiencing
homelessness."
E. Shelter Transportation Options — On June 20, Council Member Meltzer and Mayor Pro
Tern Beck shared follow up questions regarding transportation to and from cooling stations
and the Loop 288 Shelter. Staff contacted Denton County Transit Authority's(DCTA)Paul
Cristina for follow up on DCTA route availability. DCTA advised most cooling station
locations appear to be in DCTA's GoZone Boundary and Salvation Army and Our Daily
Bread are on DCTA Connect Route 3. Reduced fare day passes are available at$1.50 each
at ticketing locations and for those wishing to distribute to those in need. DCTA is unable
to assign new GoZone vehicles or re-assign those already in service. Staff received the
DCTA letter(attached) on June 23, 2023, also relaying this information.
Should an individual be interested in assistance with transportation to the shelter,they may
also contact the City of Denton Police Department's Homeless Outreach Team (H.O.T.)
via homelessoutreach(ccityofdenton.com or by using the non-emergency number 940-349-
8181. Giving Grace Street Outreach can also assist with connecting to temporary shelter
and day services and can be reached at 940-382-0609. Staff contact: Jennifer Rainey, City
Manager's Office
F. Soccer Program Changes — On June 20, Council Member McGee inquired regarding
cancellation of spring and fall youth soccer programs. Parks and Recreation and Denton
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Soccer Association (DSA) are partnering to expand the DSA program to be the sole
provider of recreational youth spring and fall soccer for the City, much like the existing
structure with Denton Boys Baseball.
This partnership will allow the athletics division to pursue a youth softball league in the
Spring of 2024 — a recreational opportunity that is not currently available to youth in the
city.
The current coaches in the City's spring soccer league were made aware of the change at
the conclusion of the spring season and met with DSA leadership and the athletics team to
discuss the transition and ask any questions. All past participants will be receiving email
communication from the City regarding the transition along with registration information
for the DSA program shortly prior to the opening of fall season registration. Staff contacts:
Christine Taylor, City Manager's Office and Nikki Sassenus and Jason Barrow, Parks and
Recreation
G. COVID-19 Dates of Importance — On June 20, Council Member Meltzer inquired
regarding the history of various dates rules and restrictions related to the COVID-19
pandemic were in place. Please see the following COVID-19 dates of importance for the
City of Denton. These dates may differ from those of Denton County, the State of Texas,
and the federal dates of declarations. Staff contacts: Jennifer Rainey and Ryan Adams, City
Manager's Office
• March 1, 2022 — Council rescinded the Declaration of Local Disaster and
Nineteenth Order of Council
• January 25, 2022—Council approved a Nineteenth Order of Council
• December 14, 2021 — Council extended the Declaration of Local Disaster and
approved an Eighteenth Order of Council
• November 16, 2021 —Council approved a Seventeenth Order of Council
• October 26, 2021 —Council approved a Sixteenth Order of Council
• September 21, 2021 — Council extended the Declaration of Local Disaster and
approved a Fifteenth Order of Council
• August 24, 2021 —Council approved a Fourteenth Order of Council
• August 12, 2021 —Council approved a Thirteenth Order of Council
• June 15, 2021 —Council extended the Declaration of Local Disaster
• March 16,2021 —Council extended the Declaration of Local Disaster and approved
a Twelfth Order of Council
• December 17, 2020 — Council extended the Declaration of Local Disaster and
approved an Eleventh Order of Council
• September 22, 2020 — Council extended the Declaration of Local Disaster and
approved a Tenth Order of Council
• August 25, 2020 — Council extended the Declaration of Local Disaster and
approved a Ninth Order of Council
• July 28, 2020—Council approved an Eighth Order of Council
• June 26, 2020—Council confirmed the Declaration of Local Disaster and approved
a Seventh Order of Council
• June 23, 2020 —Council extended the Declaration of Local Disaster and approved
a Sixth Order of Council
• May 29, 2020 —Council extended the Declaration of Local Disaster and approved
a Fifth Order of Council
• May 5, 2020—Council approved a Fourth Order of Council
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• April 30, 2020—Council extended the Declaration of Local Disaster and approved
a Third Order of Council
• April 6, 2020—Council approved a new Declaration of Local Disaster and Second
Order of Council
• March 31, 2020 — Council postponed item for consideration on Second Mayoral
Declaration of Local Disaster and Order
• March 24, 2020— Second Mayoral Declaration of Local Disaster
• March 20, 2020—Amending Council Declaration of Local Disaster
• March 17,2020—Extending and Modifying Mayoral Declaration of Local Disaster
• March 13, 2020—Mayoral Declaration of Local Disaster and Order
H. Expediting Signal at Duchess Drive and Loop 288 —On June 21,Mayor Hudspeth inquired
about expediting the installation of the future traffic signal at the intersection of Loop 288
and Duchess Drive due to a recent fatality collision. Staff contacted TxDOT requesting the
necessary steps required to expedite the traffic signal considering the existing and future
traffic conditions. Once the requirements are received and reviewed, staff will initiate the
installation process. Staff contact: Brett Bourgeois, Engineering
G. Extreme Weather Disconnect Inquiry — On June 23, Mayor Pro Tern Beck shared a
resident's concerns regarding utility disconnects during inclement weather. While the
weather was warm, temperatures were forecasted by the National Weather Service to be
under 100 degrees and a heat advisory was not in effect for Denton on the date in question.
In accordance with City Ordinance Sec. 26-8(e)(2)(b), Customer Service suspends
interruptions of utility services due to extreme weather conditions:
(2) Disconnection during extreme weather. Utility Services will not be disconnected
for nonpayment when on the day of disconnection:
(a) The National Weather Service (NWS)has forecasted the day's temperatures
to fall below thirty-two (32) degrees Fahrenheit.
(b) The NWS has forecasted the day's high temperatures to be at or above one
hundred(100)degrees Fahrenheit or a heat advisory has been issued for Denton
County.
Customer Service and the resident worked together to ensure utility restoration. Staff
contact: Christa Foster, Customer Service
Upcoming Community Events and Public Meetings
A. Emily Fowler Central Library Presents the IfCM Collective: Invitation to Jazz and Creative
Music— The Institute for Creative Music Collective will perform music from their three
albums of jazz arrangements of contemporary artists like Prince, Bj6rk, and St. Vincent as
well as original compositions, blues, and freely improvised music. The IfCM Collective
invites the audience in on the creative process—be ready to experience jazz as an insider!
http://www.ifcmusic.org/ Saturday, June 24, from 2:30 p.m. to 3:30 p.m. at the Emily
Fowler Library. Staff contact: Jennifer Bekker, Libraries
B. Family Fishing Day—Join Pond Hopper Nation and 4 To 4 Ever,Inc. as they host a family-
friendly fishing event at South Lakes Park(556 Hobson Ln.) on Saturday, June 24 from 9
a.m. to 3 p.m. This event is free for members of the Denton community and surrounding
areas. The first 50 children who register on the Pond Hopper Nation website with an"Early
Registration Ticket" and attend the event between 9:00 a.m. and 9:30 a.m. will receive a
free fishing rod and reel.After 9:30 a.m.rods will be distributed on a first come,first served
basis. Pond Hopper Nation volunteers will be on hand for anyone needing a little help
fishing. Please check the event schedule at the Pond Hopper Nation website to see all the
fun fishing activities for children,and to get your tickets.The website also has sponsorship,
volunteer, and host information for future events. Staff contact: Carin Zeman, Parks and
Recreation
C. National Bingo Day—Join active adults ages 50 and up at the Denton Senior Center (509
N. Bell Ave.) to celebrate National Bingo Day on June 27 from 11 a.m. to 1 p.m. Meet
friends or make new ones while enjoying several games of Bingo. The event is free to
attend, and registration is not required. Staff contact:Nicole Brasher,Parks and Recreation
D. Splish Splash Story Time—Everyone's favorite story time by the pool is back this summer!
Join Denton Public Library for a special Story Time in the children's play pool at Water
Works Park. Splish Splash Story Time events are from 10 a.m. to 10:45 a.m. every
Thursday from June 1 through July 20 at Water Works Park. Park admission is waived,
but participants must stay at the Children's Play Pool and exit the park by 10:45 a.m. For
ages 1-5 and their caregiver.This program is co-sponsored by Denton Parks and Recreation
Aquatics. Staff contact: Jennifer Bekker, Libraries
E. Liberty Run and Walk — The 24th annual Liberty Run and 5k Walk is hosted on July 1
from 6:30 a.m. to 9 a.m. beginning at the Denton Civic Center (321 E. McKinney).
Registration is available online through June 29. In-person registration is available at the
Denton Civic Center on Thursday, June 29, and Friday June 30, from 8 a.m. to 5 p.m. and
Saturday, July 1 beginning at 6:30 a.m. prior to the race. Registration is $30 and includes
a race t-shirt and race bag. Check in begins on July 1 at 6:30 a.m. Race packets can be
picked up at the Denton Civic Center June 30 and July 1. Staff contact: Arianna Bencid,
Parks and Recreation
F. Yankee Doodle Parade — Denton's annual Yankee Doodle Parade will begin at 9 a.m. on
July 1 and follow a route beginning near the Wells Fargo building on Austin St.,continues
around the Courthouse-on-the-Square (110 W. Hickory), to McKinney Avenue, and ends
at the Denton Civic Center (321 E. McKinney). Deck yourself out in red, white, and blue
for this patriotic occasion or watch from your lawn chair downtown. The event is free to
the public. Staff contact: Arianna Bencid, Parks and Recreation
G. Independence Day Celebration — Grab a friend and head down to the Senior Center in
Quakertown Park after the Yankee Doodle Parade on July 1. Active adults over the age of
50 are welcome to enjoy special patriotic performances, games, and a delicious lunch
provided by In-N-Out Burger. The cost to attend is $10 per person and registration is
available at online. Staff contact: Nicole Brasher, Parks and Recreation
H. July Jubilee — Celebrate Independence Day at the Denton Square downtown on Monday,
July 3, from 6 to 10 p.m. This event features patriotic fun and activities for all ages!
Family-friendly events include live music, tasty treats from local vendors, inflatables,
games,rock climbing,photo opportunities,a hot dog eating contest, and a spectacular light
show of choreographed flying drones. The event is free to attend, and more information is
available online. Staff contact: Arianna Bencid, Parks and Recreation
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I. Chairy Orchard Public Input Opportunities — Parks and Recreation seeks public input on
commemorating the Chairy Orchard. Community members are encouraged to share input
at the July Jubilee event on July 3 at the Denton Courthouse-on-the-Square (110 W.
Hickory)and at a public meeting on July 13 at 6 p.m.at the Development Services Building
(401 N. Elm). Community members can read more about the Chairy Orchard project and
provide feedback online on Discuss Denton. Staff contact: Omar Siddiqi, Park and
Recreation
J. Food n' Fun Friday—Want to practice your swing while enjoying savory snacks from local
food truck vendors? Visit to the North Texas Driving Range (2009 W. Windsor Dr.) on
July 7 from 5 to 9 p.m. For$20,community members receive unlimited balls at the driving
range for the evening. Staff contact: Kelsey Stuart, Parks and Recreation
K. Adaptive Recreation Dance—On July 7,North Lakes Recreation Center(2001 W.Windsor
Dr.) is hosting an Adaptive Recreation dance offering music, a dance floor, photo booth,
and the opportunity to have fun with old friends or meet new ones! This month's dance
theme is "Red Carpet Reveal!" The event is for individuals with disabilities 16 and older.
The cost to attend is $5 and registration is available online. Staff contact: Mia Macy, Parks
and Recreation
Attachments
A. 2023 Denton Utilities and Customer Service Survey Results ..........................................10
B. DCTA Letter June 23, 2023.............................................................................................101
Council Information
A. Council Requests for Information....................................................................................103
B. Public Meeting Calendar..................................................................................................105
C. Future Work Session Items..............................................................................................109
D. Street Closure Report.......................................................................................................I I I
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2023 Denton Utilities Survey
City of Denton, Texas
Report of Results
June 2023
NRC8001 Terrace Ave. Middleton, WI 53562
POIcOinfo.polco.us • 608-709-8683
10
2023 Denton Utilities Survey
June 2023
Table of Contents
ExecutiveSummary.......................................................................................................................................................4
SurveyBackground.......................................................................................................................................................7
SurveyResults..............................................................................................................................................................9
Overall Quality of Denton's Public Utilities..........................................................................................................................9
ElectricService...............................................................................................................................................................10
Water and Wastewater Service ........................................................................................................................................14
Solid Waste and Recycling Service...................................................................................................................................19
UtilityBilling...................................................................................................................................................................22
CustomerSatisfaction.....................................................................................................................................................24
Appendix A: Respondent Characteristics......................................................................................................................26
Appendix B: Complete Survey Frequencies...................................................................................................................29
Appendix C:Verbatim Responses................................................................................................................................40
Appendix D:Responses to Survey Questions by Respondent Characteristics.........................................................................44
Understandingthe Tables................................................................................................................................................44
Comparisons by Respondent's Council District of Residence.............................................................................................45
Comparisons by Respondent Demographic Characteristics...............................................................................................56
Appendix E:Results from Address-Based Survey versus Open-Participation Survey................................................................72
AppendixF:Survey Methodology.................................................................................................................................80
Hallmarks of a "Probability„Survey..................................................................................................................................80
Developingthe Questionnaire..........................................................................................................................................80
SelectingSurvey Recipients.............................................................................................................................................81
Survey Administration and Response Rate........................................................................................................................81
SurveyProcessing (Data Entry)........................................................................................................................................82
Weightingthe Data..........................................................................................................................................................82
StatisticalAnalysis .........................................................................................................................................................83
AppendixG: Survey Materials......................................................................................................................................84
Report of Results
2
11
2023 Denton Utilities Survey
June 2023
Table of Figures
Figure 1: Overall Quality of Public Utilities......................................................................................................................9
Figure 2:Aspects of the Electricity Service Provided by the City of Denton.....................................................................10
Figure 3: Motivations to Reduce Energy Consumption...................................................................................................11
Figure4: Ways of Saving Energy..................................................................................................................................12
Figure 5: Knowledge About Denton's Renewable Electric Suply .....................................................................................13
Figure 6: Ownership of Electric Vehicles.......................................................................................................................13
Figure 7: Electric Vehicles Charging Sources................................................................................................................13
Figure 8:Aspects of the Water Service Provided by the City of Denton...........................................................................14
Figure9: Ways of Saving Water ...................................................................................................................................15
Figure 10: Reasons for Not Practicing Water Conservation............................................................................................16
Figure 11: Need for Stormwater Mitigation Improvements.............................................................................................17
Figure 12: Storm Water Initiatives Prioritization............................................................................................................17
Figure 13: Storm Water Management Actions Prioritization ..........................................................................................18
Figure 14: Aspects of the Solid Waste Service Provided by the City of Denton................................................................19
Figure15: Recycling Habits.........................................................................................................................................20
Figure 16: Reasons for Not Recycling...........................................................................................................................20
Figure 17: Home Chemical Collection Center Usage......................................................................................................21
Figure 18: Home Chemical Collection Center Customer Satisfaction .............................................................................21
Figure19: Billing Method.............................................................................................................................................22
Figure 20: Reasons for Not Using Paperless Billing.......................................................................................................22
Figure 21: Aspects of the Utility Billing Provided by the City of Denton...........................................................................23
Figure 22: Contact with Employess of Denton's Utilities Custom Service Staff...............................................................24
Figure 23: Reasons for Contacting Denton's Utilities Custom Service Staff....................................................................24
Figure 24: Customer Service Employees Evaluation......................................................................................................25
Figure 25: Response Rate by Council District................................................................................................................81
Figure 26: Denton Utilities Survey Weighting Table.......................................................................................................83
Report of Results
3
12
2023 Denton Utilities Survey
June 2023
Executive Summary
Survey Background
In 2023, the City of Denton contracted with Polco/National Research Center(NRC) to conduct a
survey of customers of Denton's public utilities. The 2023 Denton Utilities Survey provided
public utility residential customers the opportunity to rate the quality of electricity,water, and
solid waste services in Denton. The survey also permitted respondents to provide feedback
about utility bills and customer satisfaction in general.The survey was available in English and
Spanish and was funded by the City of Denton.
Surveys were mailed to 2,800 randomly selected public utilities residential customers in April
2023. A total of 358 surveys were completed,yielding a response rate of 13%. The results were
statistically weighted so that all four districts of Denton were represented in the proportions
reflective of the entire city. The margin of error is plus or minus five percentage points around
any given percent reported for the entire sample.
Additionally, invitations to complete the survey were sent out through social media and other
communication channels. The response to this "open participation" outreach effort was tracked
separately and a total of 25 responses were received. The data from the "open participation"
outreach effort were not weighted.
The results from the two outreach efforts have been provided separately in this report. Results
from the randomly selected households are more indicative of the larger community and are
outlined in the body of this report and in Appendices A,B and C. Results from the open-
participation survey are reported in Appendix D.
Report of Results
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2023 Denton Utilities Survey
June 2023
Key Findings
Denton's residential customers are highly satisfied with the quality of all three
public utilities.
• The quality of the electric service,water and wastewater services,and trash and recycling
services were overwhelmingly well-rated by public utility residential customers in Denton.
Electric service was the top-rated utility,with 93%of the respondents rating it as excellent
or good.Water and wastewater services received an excellent or good evaluation from 90%
of respondents,while trash and recycling services received a favorable rating from about
85%of customers.
Electric service is seen as very reliable, but there is little awareness of Denton
running on a 100% renewable electric supply.
• Respondents were asked to rate five aspects of the electricity services provided by Denton
Municipal Electric.The reliability of the electric service was the top-rated attribute,with
about 9 in 10 customers rating it as excellent or good.
• When asked,Denton Municipal Electric's customers said the main motivation to reduce
their energy consumption was to save money on their energy bills.Almost all respondents
said saving money was a major or moderate motivation to reduce energy consumption.
• Among the different ways of saving energy,9 in 10 respondents acknowledged turning off
lights when not needed,keeping windows and doors closed when the heating/AC is
running, and using blinds or window coverings to control room temperature.
• About 7 in 10 respondents were not aware that Denton Municipal Electric uses a 100%
renewable electric supply.
Water services are also seen as very reliable and stormwater mitigation
improvements are considered highly important.
• The reliability of the water service and the quality of the information provided in water
customer communications were the top-rated water service attributes,with about 9 in 10
customers rating each of these as excellent or good.
• Among the different ways of saving water,two-thirds of respondents acknowledged
watering no more than twice a week to encourage deep root systems.At least half of
respondents also reported soaking or scraping dishes rather than rinsing and replacing
older toilets with low-flow models.
• Eight in 10 residents thought it was essential or very important for the City of Denton to
make stormwater mitigation improvements.Among a set of four stormwater initiatives,
customers most highly prioritized maintaining the stormwater drainage system;about half
of respondents thought this was the top priority for the wastewater service. Meanwhile,4 in
10 rated the improvement of the water quality of local rivers and ponds as the top issue,
placing it a few points ahead of building projects to reduce local flooding.
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The reliability of the residential solid waste service is highly ranked, but there is
room for improvement in recycling habits.
• As with power and water services, the reliability of residential solid waste and recycling
services was ranked at the top of the service's attributes, along with the reliability of yard
waste&brush service and bulky waste service.About 9 in 10 customers rated all three as
excellent or good.
• About half of respondents reported always recycling at home,while about 9 in 10 said that
they recycle at least sometimes.Recycling habits were stronger among customers aged 55 or
older,those who have lived in the city for more than five years,those who lived in detached
units,or those who earned at least$100,000 per year.
• Among the reasons for not recycling,the lack of a recycling bin was the most frequent
explanation(35%of respondents selected this option).The other top reasons for not
recycling were that customers did not have the option to recycle at home(31%)and that
they did not know what was recyclable(21%).
The utility bill provided by the City of Denton provides clear information.
• Customers were asked to rate nine aspects of the utility bill provided by the City of Denton.
The clarity of the information presented in the bill (ease of understanding the bill,
understanding payment methods, and understanding the payment due date)was praised
by about 9 in 10 customers.
• About half of respondents said they receive a paper bill mailed to their address,while the
other half were enrolled in paperless billing, receiving the bill via email or text.The
proportion of customers receiving the bill electronically decreased as the respondent's age
increased.
• Among the reasons for not using paperless billing,most customers indicated that they
simply preferred the paper bill. About 3 in 10 respondents said they needed the paper bill to
show proof of residence,while 1 in 10 noted distrust in electronic payments.Access to a
computer and problems setting up the account were less commonly selected reasons for not
using paperless billing.
Customers are highly satisfied with the customer service provided by utilities staff.
• During the last 12 months,two-thirds of Denton s utility customers contacted the City's
customer service department at least once. Comparatively,customers residing in detached
units tended to contact customer service staff more frequently than those dwelling in
attached units.
• The most frequent reason for contacting Denton s customer service was to ask questions or
get information(55%),followed by scheduling or accessing a service (50%).Lesser reasons
for contacting staff were those aimed at reporting an issue or turning services on or off.
Contacts for making complaints were also infrequent.
• Customers were highly satisfied with the response given by the City of Denton utilities
customer service staff.At least 9 in 10 respondents gave excellent or good ratings to the
courtesy of the employees,the overall impression they made,their knowledge,their
responsiveness,and the timeliness of the response.
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Survey Background
In 2023, the City of Denton contracted with Polco/National Research Center(NRC) to conduct a
survey of customers of Denton's public utilities.
The 2023 Denton Utilities Survey provided Denton's public utility residential customers the
opportunity to rate the current services of electricity, water, and solid waste. The survey also
permitted respondents to provide feedback to the local government about utility bills and
customer satisfaction in general. The survey was available in English and Spanish and was
funded by the City of Denton.
Ultimately,the survey permits City staff and elected officials to hear from a broad range of the
population about the functioning and satisfaction with the public utilities of the city.
Survey Administration
On March 281h, 2023, a postcard was mailed to 2,800 randomly selected public utilities
residential customers of the City of Denton,inviting them to participate in the survey. Each
postcard included a web link and instructions to go online to complete the survey.
Approximately one week later, the same 2,800 households received a mailed survey packet
containing a cover letter, a printed survey, and a postage-paid return envelope in which the
survey recipients could return the completed questionnaire directly to Polco/NRC. The cover
letter and postcard were written both in English and Spanish. A reminder email scheduled to
arrive one week later was the final contact for those residential customers who had an email
account registered with the City of Denton.
A total of 358 surveys were completed,yielding a response rate of 13%. Of the 358 responses to
the survey, 162 were completed on paper, 145 through the URL included in the mailed
materials and 51 through a link provided in the remainder email. The margin of error is plus or
minus five percentage points around any given percentage for all respondents.
Survey results were weighted so that all four districts were represented in the proportions
reflective of the entire city. More information about the survey methodology can be found in
Appendix F: Survey Methodology.
How the Results Are Reported
For the most part, the full set of frequencies or the "percent positive" are presented in the body
and narrative of the report. The percent positive is the combination of the top two most positive
response options (i.e., "very good" and "good," "very safe" and "somewhat safe," "essential"
and "very important," etc.).
On many of the questions in the survey, respondents could give an answer of"don't know."
The proportion of respondents giving this reply is shown in the full set of responses included in
Appendix B: Complete Survey Frequencies and is discussed in the body of this report if it is 30% or
greater. However, these responses have been removed from the analyses presented in the body
of the report,unless otherwise indicated. In other words,most of the tables and graphs in the
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body of the report display the responses from respondents who had an opinion about a specific
item.
For some questions, respondents were permitted to select multiple responses.When the total
exceeds 100%in a table for a multiple response question, it is because some respondents are
counted in multiple categories. When a table for a question that only permitted a single
response does not total to exactly 100%,it is due to the customary practice rounding values to
the nearest whole number.
Precision of Estimates
It is customary to describe the precision of estimates made from surveys by a'level of
confidence" and accompanying"confidence interval" (or margin of error). The margin of error
for this survey is generally no greater than plus or minus five percentage points around any
given percent reported for the entire sample (N=358).
Comparison of Results by Respondent Subgroups
Survey results were compared by the four city districts as well as by respondent housing
tenure,housing unit type,length of residency and household income, and are discussed
throughout the body of the report. These crosstabulations are presented in tabular form in
Appendix C: Verbatim Responses. Where differences between subgroups are statistically
significant, the results in these tables are indicated.
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Survey Results
Overall Quality of Denton's Public Utilities
The quality of the electric service,water and wastewater services, and trash and recycling
services were overwhelmingly well-rated by the public utilities' residential customers in
Denton. Electric service was the top-rated utility,with 93%of the respondents rating it as
excellent or good. Water services received an excellent or good evaluation from 90% of
respondents,while trash and recycling services received a favorable rating from about 85% of
customers.
FIGURE 1:OVERALL QUALITY OF PUBLIC UTILITIES
Please rate each of the following in the Denton community.
■Excellent ■Good ■Fair ■Poor
Overall quality of the electric
service
Overall quality of the water and ,. 7% 3%
wastewater service
Overall quality of the trash and
recycling services 11°i° 3°i°
Percent of respondents
The quality of the trash and recycling services was rated higher among residents living in
detached units and households making$100,000 or more per year than among residents living
in attached units or those making less than$100,000 per year. Geographically,no statistically
significant differences were found among Denton's four council districts (see Appendix D:
Responses to Survey Questions by Respondent Characteristics).
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Electric Service
Respondents were asked to rate five aspects of the electricity services provided by Denton
Municipal Electric. The reliability of the electric service was the top-rated attribute, with about 9
in 10 customers rating it as excellent or good. The ease of reporting an electricity outage, the
quality of electricity-related customer communications, and the ease of obtaining information
through the City's website were also rated favorably by about 8 in 10 customers. Finally,
approximately one-quarter of respondents praised the opportunities for energy efficiency
provided by Denton Municipal Electric.
The opportunities for energy efficiency were more highly rated by customers aged 55 or older
than among younger customers. Additionally, the reliability of the electric service received
higher evaluations from customers living in households making more than$100,000 a year or
those living in detached units as opposed to their counterparts (see Appendix D:Responses to
Select Survey Questions by Respondent Characteristics).
FIGURE 2:ASPECTS OF THE ELECTRICITY SERVICE PROVIDED BY THE CITY OF DENTON
Please rate the following aspects of the Electricity Services provided by Denton Municipal
Electric/City of Denton.
■Excellent ■Good
Reliability of the electric service 94%
Ease of reporting an electricity outage 1'. '. 84%
Quality of electricity-related customer :'. o
.'. 84io
communications
Ease of obtaining information through the City's 4 0, 4 0 80%
website
Opportunities for energy efficiency at home or FFr� 77��0
business
Percent of respondents
*At least 30%of respondents selected "don't know"in response to the opportunities for energy efficiency at
home or business(32%).
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When asked,Denton Municipal Electric's customers stated that the main motivation to reduce
their energy consumption was to cut costs.Almost all respondents mentioned that saving on
the energy bill was a major or moderate motivation to reduce energy consumption. Eight out of
10 respondents also acknowledged that saving natural resources was a motivation for them,
while 7 out of 10 mentioned climate change as a motivation. Finally, 6 out of 10 respondents
noted that setting a good example for others was a motivation to reduce energy consumption.
Respondents under 35 years old,living in attached units, or making less than$50,000 per year
were more likely than their counterparts to mention climate change as a reason for saving
energy. On the other hand, respondents aged 35 or older or those living in detached units
tended to mention saving on the energy bill more frequently (see Appendix D:Responses to Survey
Questions by Respondent Characteristics).
FIGURE 3: MOTIVATIONS TO REDUCE ENERGY CONSUMPTION
Which of the following motivates you to reduce your energy consumption?
■Major motivation ■Moderate motivation
Savings on energy bills 98%
Saving natural resources 84%
Climate change 4 67%
Showing a good example to others '' 64%
Percent of respondents
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Among the different ways of saving energy, 9 in 10 respondents acknowledged turning off
lights when not needed,keeping windows and doors closed when the heating/AC is running,
and using blinds or window coverings to control room temperature.About 8 in 10 also reported
running washing machines and/or dishwashers only with a full load and replacing
incandescent lights with LED light,while between 5 and 6 in 10 respondents mentioned
replacing old appliances with energy efficient ones and turning off all relevant appliances at the
switch.Home air-sealing and/or installing programmable thermostats were the least-mentioned
ways of saving energy,with about 4 in 10 customers reporting each of these activities.
Replacing incandescent lights with LED light, installing a programmable thermostat, and
replacing old appliances with energy efficient ones were more frequently mentioned by
customers living in households making more than$50,000 a year,while turning off all relevant
appliances at the switch was more mentioned by customers in households with lower incomes.
Detached unit customers were also more prone to replacing old appliances with energy efficient
ones, replacing incandescent lights with LED, insulating and/or air sealing their home, or
installing a programmable thermostat than those living in attached units (see Appendix D:
Responses to Survey Questions by Respondent Characteristics).
FIGURE 4:WAYS OF SAVING ENERGY
Below are several ways to save energy. Which of the following, if any, do you do or use?
Turning off lights when they are not needed •.',
Keeping windows and doors closed when the heating/AC ,
system is on
Using blinds or window coverings to control room
temperature
Running washing machines and/or dishwashers only •
with a full load
Replacing incandescent lights with LED light •'
Replacing old appliances with energy efficient ones •1',
Turning off all relevant appliances at the switch
(reducing standby power)
Insulating and/or air sealing home to reduce heat/cold
loss and draughts
Installing a programmable thermostat to set a schedule
matching when home/in-office and away '
Other
*Totals may equal more than 100%since respondents could select multiple options.
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About 7 in 10 respondents were not aware that Denton Municipal Electric uses a 100%
renewable electric supply. No statistically significant differences were found in the level of
awareness among the geographic and demographic subgroups under analysis.
FIGURE 5: KNOWLEDGE ABOUT DENTON'S RENEWABLE ELECTRIC SUPLY
Are you aware that Denton Municipal Electric uses a 100% renewable electric supply?
Yes,29%
No,71%
Just 2% of respondents acknowledged having an electric vehicle in their households, either as a
primary or a secondary vehicle. Among the few who acknowledged having an electric vehicle,
charging it at home on 120 volts was the most frequent option, followed by charging at home on
240 volts and at free public chargers (see Figure 7:Electric Vehicles Charging Sources).
FIGURE 6: OWNERSHIP OF ELECTRIC VEHICLES
Does your household use an electric vehicle?
Yes,2%
No,98%_
FIGURE 7: ELECTRIC VEHICLES CHARGING SOURCES
How many hours per week do you charge at these types of chargers?
■None ■ 1-10 hrs 11-20 hrs 21-30 hrs
At Home 120 Volts
At Home 240 Volts
For-Fee Public Charger '.
Free Public Charger ',
Percent of respondents
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Water and Wastewater Service
Respondents were asked to rate six aspects of the water services provided by the City of
Denton. The reliability of the water service and the quality of information provided in water
customer communications were the top-rated attributes: about 9 in 10 customers rated them as
excellent or good. Meanwhile, the ease of reporting a water/wastewater leak or outage and the
ease of obtaining information through the City's website were rated favorably by about 8 in 10
customers. Finally, 7 in 10 praised the opportunities for water efficiency at home or business,
and 6 in 10 commended the access to conservation programs like leak detection and billing
credits.
Respondents living in District 1 tended to more favorably rate most of the different aspects of
the water service than those living in District 3. Likewise, respondents living in households
making less than$50,000 a year tended to more positively rate access to conservations programs
than those living in households making more than$100,000 a year.
FIGURE 8:ASPECTS OF THE WATER SERVICE PROVIDED BY THE CITY OF DENTON
Please rate the following aspects of water services provided by the City of Denton.
■Excellent ■Good
Reliability of the water service 94%
Quality of Information provided in water customer
communications zi"w
Ease of reporting a water/wastewater leak or 80°�°
outage
Ease of obtaining information through the City's ' 78%
website
Opportunities for water efficiency at home or ' ' • ' 74%
business
Access to conservation programs like leak
detection,billing credits aw eir�
Percent of respondents
*At least 30%of respondents selected "don't know"in response to the easiness of reporting a
water/wastewater leak or outage(32%), the opportunities for water efficiency at home or business (35%)and
the access to conservation programs like leak detection and billing credits (43%).
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2023 Denton Utilities Survey
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Among the different ways of saving water, two-thirds of respondents acknowledged watering
no more than twice a week to encourage deep root systems.At least half of respondents also
reported soaking or scraping dishes rather than rinsing and replacing older toilets with low-
flow models. Between 4 and 5 in 10 residents acknowledged using efficient irrigation for plants
and gardens and installing low-flow high-pressure shower heads. Finally,just 1 in 10 customers
reported using water tanks to collect rainwater.
The usage of efficient irrigation for plants and gardens was more frequently reported by
residents living in District 4 than in the other districts of the city. Likewise,residents living in
detached units tended to report replacing of older toilets with low-flow models,the usage of
efficient irrigation for plants and gardens, and watering no more than twice a week to
encourage deep root systems in higher proportions than their counterparts.
FIGURE 9:WAYS OF SAVING WATER
Below are several ways to save water.Which of the following,if any, do you do or use?
Watering no more than twice a week to encourage
deep root systems
Soaking/scraping dishes rather than rinsing
Replacing older toilets with low-flow models
Using efficient irrigation for plants and gardens '
Installing low-flow high-pressure shower heads
Using water tanks to collect rainwater
Other
Totals may equal more than 100%since respondents could select multiple options.
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2023 Denton Utilities Survey
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Water service customers were also asked what,if anything, prevented them from conserving
water. In this regard, 7 in 10 respondents said they didn't think they were wasting water,while
2 in 10 indicated that they didn't have the resources to fix their water system,which was about
the same proportion as those who argued that they didn't know if their conservation efforts
were effective. Very few respondents said they didn't know how to conserve water,that they
didn't have time to fix their water system, or that they had the right to use any amount of water
whenever they wanted.
Respondents living in households making less than$50,000 a year were more likely to report
that they did not have the resources to fix their water system than residents in wealthier
households. Likewise, residents age 55 or older tended to believe in greater proportion than
younger residents that they do not waste water. Finally, residents younger than age 55 tended
to report in higher proportions than their counterparts that they do not have the time nor the
resources to fix their water system(see Appendix D:Responses to Survey Questions by Respondent
Characteristics).
FIGURE 10: REASONS FOR NOT PRACTICING WATER CONSERVATION
What prevents you from conserving water?
I don't think I am wasting water
I don't have the resources to fix my water system
I don't know if my conservation efforts are effective
I don't know how to conserve water :',
I don't have the time to fix my water system
I have the right to use any amount of water whenever, ,
however I want
Other :'
*Totals may equal more than 100%since respondents could select multiple options.
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2023 Denton Utilities Survey
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Eight in 10 residents thought it was essential or very important for the City of Denton to make
stormwater mitigation improvements. Residents residing in Districts 1 and 2 tended to place
higher importance on these improvements compared to their neighbors in District 4.
FIGURE 11: NEED FOR STORMWATER MITIGATION IMPROVEMENTS
Please indicate how important, if at all,you think it is for the City of Denton to make
stormwater mitigation improvements.
■Essential ■Very important ■Somewhat important Not at all important
0' 4 160/. 3°/
Percent of respondents
Among a set of four stormwater initiatives, customers prioritized maintaining the stormwater
drainage system. About half of respondents considered it the top priority for wastewater
services. Additionally,4 in 10 respondents rated the improvement of water quality in local
rivers and ponds as the top issue, ranking it slightly higher than building projects to reduce
local flooding. The initiative deemed least important was to assist residents in solving drainage
problems on their property.
Residents age 55 and older tended to more highly prioritize the maintainance of the stormwater
drainage system than younger residents. Meanwhile,improving the water quality in the local
rivers and ponds was a more important priority for those living in attached units. Finally,those
living in households making less than$50,000 a year tended to stress the importance of helping
residents solve drainage problems on their properties (see Appendix D:Responses to Survey
Questions by Respondent Characteristics).
FIGURE 12: STORM WATER INITIATIVES PRIORITIZATION
Please prioritize the following storm water initiatives from most important to least important.
■Most important ■Second most important Third most important ■Fourth most important
Maintaining the stormwater
drainage systems
Improving the water quality in the . % 16%
local rivers and ponds
Building projects that reduce local ' 20% 13%
flooding
Helping residents solve drainage 39%
problems on their property
Percent of respondents
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Residents were also invited to prioritize four storm water management actions. Preventing
pollution from entering the waterways was deemed as the most important action by 54%of the
respondents, about 10 points more than those who thought that reducing flooding caused by
high-intensity, short-duration storms was the top issue. Preventing trash and debris (e.g.,
plastics, cups, Styrofoam) from entering the waterways was the third-highest priority, ahead of
preventing excess landscape overwatering that runs off into adjacent walkways, roadways and
gutters.
Reducing flooding caused by high-intensity, short-duration storms or preventing excess
landscape overwatering were actions more frequently prioritized by residents living in District
1 than in other parts of the city(see Appendix D:Responses to Survey Questions by Respondent
Characteristics).
FIGURE 13: STORM WATER MANAGEMENT ACTIONS PRIORITIZATION
Please prioritize the following storm water management actions, from most important to least
important.
Most important Second most important ■Third most important Fourth most important
Preventing pollution (e.g.,lawn chemicals,fecal 18% 3%
matter,oil,grease)from entering the waterways
Reducing flooding caused by high-intensity,short
4'. 2! 16%
duration storms 9 L
Preventing trash and debris(e.g., plastics,cups, ,
Styrofoam)from entering the waterways 19% 8%
Preventing excess landscape overwatering that runs o
off into adjacent walkways,roadways,gutters,etc ll0
Percent of respondents
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Solid Waste and Recycling Service
Customers were asked to rate seven aspects of the solid waste and recycling services provided
by the City of Denton. As with electric and water services, the reliability of the residential solid
waste and recycling service was ranked most highly, along with the reliability of the yard waste
&brush service and bulky waste service: about 9 in 10 customers rated all three as excellent or
good.
The remaining aspects of solid waste services provided by the City of Denton were also well
evaluated. The quality of solid waste services communications,the opportunities for recycling
at home or business,the ease of contacting solid waste services staff and the ease of obtaining
information through the City's website received positive feedback from about 8 in 10 residents.
When analyzed by demographic characteristics, residents aged 35 and older as well as the
customers living in detached units tended to give more favorable marks to the opportunities for
recycling than younger residents or those living in attached units. No statistically significant
differences were found between the residents of the different districts of the city (see Appendix
D:Responses to Survey Questions by Respondent Characteristics).
FIGURE 14:ASPECTS OF THE SOLID WASTE SERVICE PROVIDED BY THE CITY OF DENTON
Please rate the following aspects of solid waste services provided by the City of Denton.
■Excellent ■Good
Reliability of residential solid waste and recycling 93%
service
Reliability of the yard waste&brush service 90%
Reliability of bulky waste service 1 50% 87%
Quality of solid waste services communications 4 1', 83%
Opportunities for recycling at home or business 4 80%
Ease of contacting the solid waste services staff 79%
Ease of obtaining information through the City's 78%
website
Percent of respondents
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About half of respondents reported always recycling at home,while about 9 in 10 said that they
recycle at least sometimes. Recycling habits were stronger among customers aged 55 or older,
those who had lived in the city for more than five years, those who dwelled in detached units,
or those earning at least$100,000 per year. Reported recycling was less frequent among District
1 residents than in other parts of the city(see Appendix D:Responses to Survey Questions by
Respondent Characteristics).
FIGURE 15: RECYCLING HABITS
How often, if at all, do you recycle at home, considering all of the times you could?
■Always ■Usually ■Sometimes Rarely Never
49% d1h6MM&- i 6% 91 6% 8%
Percent of respondents
Among the reasons for not recycling, the lack of a recycling bin was the most frequent
explanation,with 35% of respondents selecting this option. The other top reasons were that
customers did not have the option to recycle at home (31% selected) and that they did not know
what was recyclable (21%). Customers were less likely to indicate that they didn't have space
for a bin (15%), that recycling takes a lot of time and effort(13%), or that they didn't think it
helps the environment(6%). Twenty-five percent of the respondents opted to write in an
"other" response. For the full set of written responses, see Appendix C: Verbatim Responses.
Residents living in households with an annual income of less than$50,000 per year were more
prone to argue about the lack of a recycling bin than residents living in wealthier households.
Also, residents dwelling in attached units were more prone to indicate that their primary reason
for not recycling was that they didn't have the option to recycle,nor a recycle bin or the space
for it(see Appendix D:Responses to Survey Questions by Respondent Characteristics).
FIGURE 16: REASONS FOR NOT RECYCLING
If you do not recycle at home, please indicate your primary reasons for not recycling.
I don't have a recycling bin
I don't have the option to recycle
I don't know what's recyclable
I don't have space for a bin
Takes too much time/effort
I don't think it helps the environment
Some other reason (Please specify)
*Totals may equal more than 100%since respondents could select multiple options.
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One in 7 respondents reported having used the Home Chemical Collection Center in the last 12
months. Usage was higher among customers aged 55 and older, residents who had lived in
Denton for more than five years, or those who lived in detached units than among their
counterparts.
FIGURE 17: HOME CHEMICAL COLLECTION CENTER USAGE
Have you used the Home Chemical Collection Center in the last 12 months.
No, 85°i° 0�
Yes, 15%
Among those who used the Home Chemical Collection Center, the level of satisfaction reached
100%,with about half of customers feeling very satisfied and the other half satisfied. No
unfavorable ratings were given.
FIGURE 18: HOME CHEMICAL COLLECTION CENTER CUSTOMER SATISFACTION
How satisfied are you with the Home Chemical Collection Center service?
■Very satisfied ■Satisfied ■Unsatisfied Very unsatisfied
Percent of respondents
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Utility Billing
Regarding utility billing, about half of respondents said they receive a paper bill mailed to their
address,while the other half was enrolled in paperless billing and receive their bill via email or
text. The proportion of customers receiving the bill electronically decreased as respondent's age
increased: the proportion of customers enrolled in paperless billing dropped from 82%among
respondents aged 34 or younger to 54% among those aged 35-54, and to 34% among those aged
55 or more. Paperless billing was also more common among residents that had lived in the city
for five years or less than among those who had lived in the city for more time (see Appendix D:
Responses to Survey Questions by Respondent Characteristics).
FIGURE 19: BILLING METHOD
Which method do you use to receive your City of Denton utility bill?
Don't know, 1%
Paperless billing:
Paper bill: utility utility bill is
bill is mailed to received
my address, 54%i electronically via
email or text,45%
Among the reasons for not using paperless billing, the majority of customers indicated that they
simply preferred the paper bill. Also, about 3 in 10 respondents said they needed the paper bill
to show proof of residence, while 1 in 10 reported distrusting electronic payments.Access to the
computer and setting up the account were less common reasons for not using paperless billing.
FIGURE 20: REASONS FOR NOT USING PAPERLESS BILLING
If you do not currently use paperless billing for your utility bill, please indicate why not.
I prefer a paper bill
I need a paper utility bill for other reasons, i.e.,to show
proof of residency or utilize landfill services
I don't trust electronic payments
I don't have access to a computer
I don't know how to establish electronic payments on my
account
I've tried to establish electronic payments on myt2-%/o
account,but the website/process was too complicated
*Totals may equal more than 100%since respondents could select multiple options
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Customers were asked to rate nine aspects of the utility bill provided by the City of Denton. The
clarity of the information presented in the bill (ease of understanding the bill, of understanding
payment methods, and understanding the date payment is due) was praised by about 9 in 10
customers. Meanwhile, about 7 in 10 respondents favorably rated the affordability of water
(67%excellent or good), electric (70%), and solid waste services (75%), and the value of the
water (70%), electricity(73%) and solid waste services (73%) for the price paid. No statistically
significant differences were found in the evaluation of those aspects of utility billing among the
geographic and demographic subgroups under analysis.
FIGURE 21:ASPECTS OF THE UTILITY BILLING PROVIDED BY THE CITY OF DENTON
Please rate the following aspects of your utility bill:
■Excellent Good
Ease of understanding the date payment is due '' 95%
Ease of understanding payment options 92%
Ease of understanding the bill '. 91%
Affordability of the solid waste/trash/recycling 75%
service
Value of all the electric services for the price you 73%
pay
Value of all the solid waste and recycling services ,, 73%
for the price you pay '
Affordability of the electric service 70%
Value of all the water services for the price you pay 70%
Affordability of the water/wastewater service 67%
Percent of respondents
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Customer Satisfaction
During the last 12 months, two-thirds of Denton s utility customers contacted the City's
customer service department at least once. Comparatively, customers residing in detached units
tended to contact the customer service staff more frequently than those dwelling in attached
units (see Appendix D:Responses to Survey Questions by Respondent Characteristics).
FIGURE 22: CONTACT WITH EMPLOYESS OF DENTON'S UTILITIES CUSTOMER SERVICE STAFF
About how many times have you had in-person,phone, or email contact with an employee of
City of Denton utilities customer service staff over the last 12 months?
■0 times =1-2 times 3-5 times 6-8 times 9 or more times
17% 3%3%
Percent of respondents
The most frequent reason for contacting Denton s customer service was to ask questions or get
information (55%), followed by scheduling or accessing a service (50%). Less frequent
mentioned were contacts aimed at reporting an issue (22%) or turning on or off services (17%).
Contacts for making complaints were minimal (2%).
FIGURE 23: REASONS FOR CONTACTING DENTON'S UTILITIES CUSTOM SERVICE STAFF
Why did you contact customer service?
Ask a question or get information
AdM
Schedule or access a service 11FMO
Report an issue
Turn on or off services
Make a complaint
Other
*Totals may equal more than 100%since respondents could select multiple options
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Customers were highly satisfied with the response given by the City of Denton utilities
customer service staff. In this regard, at least 9 in 10 respondents gave excellent or good ratings
to the courtesy of the employees (97%), the overall impression they made (96%), their
knowledge (94%), their responsiveness (95%) and timeliness of response (93%).
FIGURE 24: CUSTOMER SERVICE EMPLOYEES EVALUATION
Please rate the customer service employee(s) you most recently interacted with on the
following:
■Excellent Good Fair Poor
Courtesy AL
Overall impression :'.
Responsiveness 0'.
Knowledge •'
Timeliness of response
Percent of respondents
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Appendix A: Respondent Characteristics
The following tables summarize the demographic characteristics of 2023 Denton Utilities Survey
respondents after weighting.
TABLE 1: LENGTH OF RESIDENCY
How many years have you lived in Denton? Percent of respondents Number of respondents
Less than 2 years 13% N=44
2-5 years 17% N=58
6-10 years 15% N=51
11-20 years 17% N=59
More than 20 years 38% N=131
Total 100% N=343
TABLE 2: RESPONDENT AGE
Which category contains your age? Percent of respondents Number of respondents
18-24 years 3% N=12
25-34 years 12% N=40
35-44 years 14% N=48
45-54 years 7% N=24
55-64 years 17% N=60
65-74 years 23% N=78
75-84 years 20% N=69
85 years or older 4% N=13
Total 100% N=342
TABLE 3: RESPONDENT GENDER
Which gender do you identify with most closely? Percent of respondents Number of respondents
Woman 46% N=157
Man 48% N=165
Identify another way 0% N=2
Prefer not to answer 5% N=18
Total 100% N=342
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TABLE 4: HOUSING UNIT TYPE
Percent of Number of
Which best describes the building you live in? respondents respondents
Single-family detached home 75% N=259
Townhouse or duplex(no units above or below you) 6% N=22
Condominium or apartment(have units above or below you) 16% N=55
Mobile home 2% N=6
Other 1% N=3
Total 100% N=345
TABLE 5: HOUSING TENURE
Do you rent or own your home? Percent of respondents Number of respondents
Rent 25% N=87
Own 74% N=252
Other 1% N=2
Total 100% N=341
TABLE 6: HOUSEHOLD INCOME
How much do you anticipate your household's total income before taxes
will be for the current year? (Please include in your total income money Percent of Number of
from all sources for all persons living in your household) respondents respondents
Less than $25,000 9% N=29
$25,000 to $49,999 21% N=66
$50,000 to $74,999 21% N=67
$75,000 to $99,999 18% N=57
$100,000 to$149,999 17% N=56
$150,000 or more 14% N=44
Total 100% N=318
TABLE 7: ETHNICITY
Are you Spanish, Hispanic or Latino? Percent of respondents Number of respondents
No, not Spanish,Hispanic,or Latino 88% N=287
Yes, I consider myself to be Hispanic or Latino 12% N=39
Total 100% N=325
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TABLE 8: RESPONDENT RACE
What is your race? (Mark one or more races to indicate what race Percent of Number of
you consider yourself to be) respondents respondents
American Indian or Alaskan Native 1% N=3
Asian,Asian Indian,or Pacific Islander 6% N=20
Black or African American 5% N=15
White 81% N=268
Other 3% N=10
Prefer not to reply 8% N=25
Total may exceed 100% as respondents could select more than one option.
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Appendix B: Complete Survey Frequencies
The following pages contain a complete set of responses to each question on the survey, including and excluding the "not sure" or
"don't know" responses.
TABLE 9: QUESTION 1 - INCLUDING DON'T KNOW RESPONSES
Please rate each of the following in the Denton community. Excellent Good Fair Poor No opinion Total
Overall quality of the electric service 63% N=205 29% N=93 5% N=16 2% N=6 1% N=4 100% N=324
Overall quality of the water and wastewater service 57% N=199 31% N=110 7% N=24 3% N=11 2% N=7 100% N=350
Overall quality of the trash and recycling services 53% N=186 31% N=108 11% N=40 3% N=12 2% N=7 100% N=353
TABLE 10: QUESTION 1 - EXCLUDING DON'T KNOW RESPONSES
Please rate each of the following in the Denton community. Excellent Good Fair Poor Total
Overall quality of the electric service 64% N=205 29% N=93 5% N=16 2% N=6 100% N=320
Overall quality of the water and wastewater service 58% N=199 32% N=110 7% N=24 3% N=11 100% N=344
Overall quality of the trash and recycling services 54% N=186 31% N=108 11% N=40 3% N=12 100% N=345
TABLE 11: QUESTION 2 - INCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of the ELECTRICITY
SERVICES provided by Denton Municipal Electric/City of
Denton Excellent Good Fair Poor No opinion Total
Reliability of the electric service 65% N=209 27% N=88 5% N=15 2% N=6 1% N=5 100% N=323
Ease of obtaining information through the City's website 33% N=106 32% N=104 12% N=40 4% N=12 19% N=61 100% N=323
Quality of electricity-related customer communications 41% N=133 31% N=100 10% N=32 4% N=13 14% N=45 100% N=323
Ease of reporting an electricity outage 36% N=117 25% N=80 9% N=28 3% N=8 28% N=91 100% N=324
Opportunities for energy efficiency at home or business 27% N=86 25% N=80 11% N=35 5% N=16 32% N=102 100% N=320
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TABLE 12: QUESTION 2 - EXCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of the ELECTRICITY SERVICES provided by
Denton Municipal Electric/City of Denton Excellent Good Fair Poor Total
Reliability of the electric service 66% N=209 28% N=88 5% N=15 2% N=6 100% N=318
Ease of obtaining information through the City's website 40% N=106 40% N=104 15% N=40 5% N=12 100% N=262
Quality of electricity-related customer communications 48% N=133 36% N=100 11% N=32 5% N=13 100% N=278
Ease of reporting an electricity outage 50% N=117 34% N=80 12% N=28 4% N=8 100% N=232
Opportunities for energy efficiency at home or business 40% N=86 37% N=80 16% N=35 7% N=16 100% N=218
TABLE 13: QUESTION 3
Below are several ways to save energy. Which of the following, if any,do you do or use?
(Select all that apply) Percent of respondents Number of respondents
Replacing old appliances with energy efficient ones 60% N=189
Replacing incandescent lights with LED light 79% N=248
Insulating and/or air sealing home to reduce heat/cold loss and draughts 44% N=138
Installing a programmable thermostat to set a schedule matching when home/in-office and away 40% N=124
Turning off all relevant appliances at the switch (reducing standby power) 52% N=163
Turning off lights when they are not needed 96% N=303
Keeping windows and doors closed when the heating/AC system is on 95% N=297
Using blinds or window coverings to control room temperature 87% N=274
Running washing machines and/or dishwashers only with a full load 79% N=249
Other(please specify) 7% N=22
TABLE 14: QUESTION 4- INCLUDING DON'T KNOW RESPONSES
Which of the following motivates you to reduce Major Moderate Minor Not a No
your energy consumption? motivation motivation motivation motivation opinion Total
Climate change 42% N=131 21% N=64 9% N=28 22% N=67 7% N=20 100% N=310
Savings on energy bills 80% N=256 17% N=54 1% N=4 1% N=2 1% N=2 100% N=318
Saving natural resources 54% N=169 27% N=84 9% N=28 7% N=21 4% N=12 100% N=315
Showing a good example to others 32% N=101 27% N=84 13% N=40 21% N=64 8% N=24 100% N=313
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TABLE 15: QUESTION 4 - EXCLUDING DON'T KNOW RESPONSES
Which of the following motivates you to reduce your energy Major Moderate Minor Not a
consumption? motivation motivation motivation motivation Total
Climate change 45% N=131 22% N=64 10% N=28 23% N=67 100% N=290
Savings on energy bills 81% N=256 17% N=54 1% N=4 1% N=2 100% N=317
Saving natural resources 56% N=169 28% N=84 9% N=28 7% N=21 100% N=303
Showing a good example to others 35% N=101 29% N=84 14% N=40 22% N=64 100% N=289
TABLE 16: QUESTION 5
Are you aware that Denton Municipal Electric uses a 100% renewable electric supply? Percent of respondents Number of respondents
Yes 29% N=92
No 71% N=224
Total 100% N=316
TABLE 17: QUESTION 6
Does your household use an electric vehicle? Percent of respondents Number of respondents
Yes, as a primary vehicle 2% N=6
Yes, as a secondary vehicle 0% N=1
No 98% N=310
Total 100% N=316
TABLE 18: QUESTION 7
How many hours per week do you charge at
these types of chargers if you have a Plug in
Hybrid or Plug-in Electric? None 1-10 hrs 11-20 hrs 21-30 hrs 31-40 hrs 41-50 hrs 50+ hrs Total
At Home 120 Volts 0% N=0 43% N=2 29% N=1 0% N=0 29% N=1 0% N=0 0% N=0 100% N=4
At Home 240 Volts 59% N=1 0% N=0 41% N=1 0% N=0 0% N=0 0% N=0 0% N=0 100% N=2
Free Public Charger 63% N=2 37% N=1 0% N=0 0% N=0 0% N=0 0% N=0 0% N=0 100% N=3
For-Fee Public Charger 63% N=2 37% N=1 0% N=0 0% N=0 0% N=0 0% N=0 0% N=0 100% N=3
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TABLE 19: QUESTION 8 - INCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of WATER SERVICES
provided by the City of Denton. Excellent Good Fair Poor No opinion Total
Reliability of the water service 65% N=225 27% N=94 5% N=18 0% N=1 2% N=8 100% N=347
Ease of obtaining information through the City's website 28% N=98 30% N=103 13% N=46 3% N=10 26% N=89 100% N=345
Quality of Information provided in water customer
communications 35% N=121 34% N=117 9% N=32 2% N=8 19% N=64 100% N=342
Ease of reporting a water/wastewater leak or outage 33% N=112 22% N=74 10% N=33 4% N=14 32% N=110 100% N=344
Opportunities for water efficiency at home or business 25% N=85 24% N=81 11% N=38 6% N=19 35% N=119 100% N=342
Access to conservation programs like leak detection,billing
credits 17% N=57 17% N=58 15% N=50 9% N=31 43% N=146 100% N=342
TABLE 20: QUESTION 8 - EXCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of WATER SERVICES provided by the City
of Denton. Excellent Good Fair Poor Total
Reliability of the water service 67% N=225 28% N=94 5% N=18 0% N=1 100% N=339
Ease of obtaining information through the City's website 38% N=98 40% N=103 18% N=46 4% N=10 100% N=256
Quality of Information provided in water customer communications 44% N=121 42% N=117 12% N=32 3% N=8 100% N=278
Ease of reporting a water/wastewater leak or outage 48% N=112 32% N=74 14% N=33 6% N=14 100% N=234
Opportunities for water efficiency at home or business 38% N=85 36% N=81 17% N=38 8% N=19 100% N=223
Access to conservation programs like leak detection,billing credits 29% N=57 29% N=58 25% N=50 16% N=31 100% N=196
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TABLE 21: QUESTION 9
Below are several ways to save water. Which of the following,if any,do you do or use?
(Select all that apply.) Percent of respondents Number of respondents
Soaking/scraping dishes rather than rinsing 57% N=182
Installing low-flow high-pressure shower heads 44% N=141
Replacing older toilets with low-flow models 50% N=160
Using efficient irrigation for plants and gardens 45% N=144
Watering no more than twice a week to encourage deep root systems 65% N=205
Using water tanks to collect rainwater 9% N=28
Other(please specify) 5% N=14
TABLE 22: QUESTION 10
What prevents you from conserving water?(Select all that apply) Percent of respondents Number of respondents
I don't know if my conservation efforts are effective 19% N=57
I don't think I am wasting water 70% N=209
Question 131 don't know how to conserve water 8% N=23
I don't have the time to fix my water system 5% N=16
I don't have the resources to fix my water system 23% N=68
I have the right to use any amount of water whenever, however I want 3% N=10
Other(please specify) 8% N=23
TABLE 23: QUESTION 11
Please indicate how important, if at all,you think it is for the City of Denton to make stormwater Percent of Number of
mitigation improvements. respondents respondents
Essential 40% N=121
Very important 41% N=123
Somewhat important 16% N=48
Not at all important 3% N=8
Total 100% N=300
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TABLE 24: QUESTION 12
Please prioritize the following storm water initiatives,from
most important to least important Second most Third most Fourth most
(Read all four initiatives before making your choices) Most important important important important Total
Maintaining the stormwater drainage systems 48% N=162 30% N=101 15% N=52 7% N=24 100% N=339
Building projects that reduce local flooding 36% N=121 32% N=105 20% N=66 12% N=42 100% N=334
Helping residents solve drainage problems on their property 24% N=80 17% N=58 20% N=67 39% N=131 100% N=335
Improving the water quality in the local rivers and ponds 41% N=137 20% N=68 23% N=79 15% N=52 100% N=336
TABLE 25: QUESTION 13
Please prioritize the following storm water management
actions,from most important to least important Most Second most Third most Fourth most
(Read all four actions before making your choices). important important important important Total
Reducing flooding caused by high-intensity,short-duration
storms 44% N=146 15% N=51 25% N=82 16% N=54 100% N=333
Preventing trash and debris (e.g., plastics,cups,
Styrofoam)from entering the waterways 35% N=116 38% N=126 19% N=64 8% N=27 100% N=333
Preventing pollution (e.g., lawn chemicals,fecal matter,oil,
grease) from entering the waterways 54% N=182 25% N=83 18% N=61 3% N=10 100% N=336
Preventing excess landscape overwatering that runs off
into adjacent walkways, roadways,gutters,etc. 21% N=70 15% N=49 16% N=55 49% N=164 100% N=338
TABLE 26: QUESTION 14 - INCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of the residential SOLID
WASTE SERVICES provided by the City of Denton. Excellent Good Fair Poor No opinion Total
Reliability of residential solid waste and recycling service 63% N=215 27% N=92 5% N=16 2% N=7 3% N=11 100% N=341
Reliability of the yard waste&brush service 48% N=165 26% N=90 6% N=22 2% N=6 17% N=58 100% N=341
Reliability of bulky waste service 39% N=132 29% N=99 7% N=23 3% N=11 21% N=71 100% N=337
Ease of obtaining information through the City's website 29% N=99 32% N=109 13% N=44 4% N=13 21% N=72 100% N=338
Quality of solid waste services communications 32% N=107 34% N=116 10% N=33 4% N=13 20% N=69 100% N=338
Ease of contacting the solid waste services staff 32% N=109 28% N=96 13% N=43 4% N=13 23% N=77 100% N=339
Opportunities for recycling at home or business 39% N=132 30% N=102 12% N=41 5% N=17 14% N=46 100% N=337
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TABLE 27: QUESTION 14- EXCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of the residential SOLID WASTE SERVICES
provided by the City of Denton. Excellent Good Fair Poor Total
Reliability of residential solid waste and recycling service 65% N=215 28% N=92 5% N=16 2% N=7 100% N=330
Reliability of the yard waste&brush service 58% N=165 32% N=90 8% N=22 2% N=6 100% N=282
Reliability of bulky waste service 50% N=132 37% N=99 9% N=23 4% N=11 100% N=265
Ease of obtaining information through the City's website 37% N=99 41% N=109 17% N=44 5% N=13 100% N=266
Quality of solid waste services communications 40% N=107 43% N=116 12% N=33 5% N=13 100% N=269
Ease of contacting the solid waste services staff 42% N=109 37% N=96 16% N=43 5% N=13 100% N=262
Opportunities for recycling at home or business 45% N=132 35% N=102 14% N=41 6% N=17 100% N=291
TABLE 28: QUESTION 15
How often, if at all,do you recycle at home,considering all of the times you could? Percent of respondents Number of respondents
Always 59% N=202
Usually 24% N=84
Sometimes 9% N=30
Rarely 4% N=14
Never 4% N=14
Total 100% N=343
TABLE 29: QUESTION 16
If you do not recycle at home, please indicate your primary reasons for not recycling.
(Select all that apply) Percent of respondents Number of respondents
Takes too much time/effort 13% N=10
I don't have a recycling bin 35% N=28
I don't know what's recyclable 21% N=16
I don't think it helps the environment 5% N=4
I don't have space for a bin 15% N=12
I don't have the option to recycle 31% N=24
Some other reason (Please specify) 25% N=19
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TABLE 30: QUESTION 17
Have you used the Home Chemical Collection Center in the last 12 months. Percent of respondents Number of respondents
Yes 15% N=51
No 85% N=288
Total 100% N=340
TABLE 31: QUESTION 18
How satisfied are you with the Home Chemical Collection Center service? Percent of respondents Number of respondents
Very satisfied 72% N=38
Satisfied 28% N=15
Total 100% N=53
TABLE 32: QUESTION 19
Which method do you use to receive your City of Denton UTILITY BILL?imam Percent of respondents Number of respondents
Paperless billing: utility bill is received electronically via email or text 45% N=154
Paper bill: utility bill is mailed to my address 54% N=182
Not applicable/don't know 10/1 N=3
Total 100°io N=339
TABLE 33:QUESTION 20
If you do not currently use paperless billing for your utility bill, please indicate why not. Percent of Number of
(Select all that apply) respondents respondents
I prefer a paper bill 86% N=152
I don't have access to a computer 6% N=10
I don't trust electronic payments 13% N=23
I don't know how to establish electronic payments on my account 4% N=8
I've tried to establish electronic payments on my account, but the website/process was too 2% N=4
complicated
I need a paper utility bill for other reasons,i.e.,to show proof of residency or utilize landfill services 28% i N=50
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TABLE 34: QUESTION 21 - INCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of your utility bill: Excellent Good Fair Poor No opinion Total
Ease of understanding the bill 56% N=190 34% N=116 8% N=26 1% N=4 1% N=5 100% N=341
Ease of understanding payment options 55% N=187 32% N=107 7% N=22 1% N=4 6% N=19 100% N=338
Ease of understanding the date payment is due 65% N=221 29% N=96 4% N=14 1% N=2 1% N=4 100% N=338
Affordability of the electric service 33% N=112 32% N=109 19% N=65 9% N=30 6% N=21 100% N=337
Affordability of the water/wastewater service 29% N=97 33% N=111 18% N=62 12% N=39 9% N=29 100% N=338
Affordability of the solid waste/trash/recycling service 30% N=100 38% N=125 16% N=54 7% N=23 10% N=32 100% N=334
Value of all the electric services for the price you pay 35% N=116 33% N=110 18% N=60 7% N=25 7% N=24 100% N=335
Value of all the water services for the price you pay 32% N=108 32% N=110 21% N=70 7% N=25 8% N=26 100% N=339
Value of all the solid waste and recycling services for the
price you pay 35% N=116 32% N=108 19% N=62 7% N=23 8% N=26 100% N=334
TABLE 35: QUESTION 21 - EXCLUDING DON'T KNOW RESPONSES
Please rate the following aspects of your utility bill: Excellent Good Fair Poor Total
Ease of understanding the bill 57% N=190 34% N=116 8% N=26 1% N=4 100% N=336
Ease of understanding payment options 58% N=187 33% N=107 7% N=22 1% N=4 100% N=319
Ease of understanding the date payment is due 66% N=221 29% N=96 4% N=14 1% N=2 100% N=334
Affordability of the electric service 35% N=112 35% N=109 21% N=65 9% N=30 100% N=316
Affordability of the water/wastewater service 31% N=97 36% N=111 20% N=62 13% N=39 100% N=309
Affordability of the solid waste/trash/recycling service 33% N=100 42% N=125 18% N=54 7% N=23 100% N=302
Value of all the electric services for the price you pay 37% N=116 35% N=110 19% N=60 8% N=25 100% N=311
Value of all the water services for the price you pay 35% N=108 35% N=110 22% N=70 8% N=25 100% N=313
Value of all the solid waste and recycling services for the price you pay 37% N=116 35% N=108 20% N=62 7% N=23 100% N=308
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TABLE 36: QUESTION 22
About how many times have you had in-person, phone,or email contact with an employee of City of Denton Percent of Number of
utilities customer service staff over the last 12 months? respondents respondents
0 times 35% N=121
1-2 times 41% N=141
3-5 times 17% N=60
6-8 times 3% N=10
9 or more times 3% N=11
Total 100% N=342
TABLE 37: QUESTION 23
Why did you contact customer service? (Please select all that apply) Percent of respondents Number of respondents
Ask a question or get information 55% N=119
Schedule or access a service 50% N=108
Report an issue 22% N=47
Make a complaint 2% N=4
Turn on or off services 17% N=36
Other 4% N=9
TABLE 38: QUESTION 24 - INCLUDING DON'T KNOW RESPONSES
Please rate the customer service employee(s)you most recently No
interacted with on the following: Excellent Good Fair Poor opinion Total
Courtesy 71% N=157 25% N=54 1% N=3 1% N=3 1% N=3 100% N=220
Knowledge 65% N=142 28% N=62 4% N=10 1% N=3 1% N=3 100% N=220
Responsiveness 65% N=143 29% N=64 2% N=4 2% N=5 1% N=3 100% N=220
Timeliness of response 65% N=143 26% N=57 4% N=8 3% N=6 2% N=5 100% N=220
Overall impression 67% N=147 28% N=60 2% N=4 3% N=6 1% N=2 100% N=219
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TABLE 39: QUESTION 24- EXCLUDING DON'T KNOW RESPONSES
Please rate the customer service employee(s)you most recently interacted with
on the following: Excellent Good Fair Poor Total
Courtesy 72% N=157 25% N=54 1% N=3 1% N=3 100% N=217
Knowledge 66% N=142 29% N=62 4% N=10 1% N=3 100% N=217
Responsiveness 66% N=143 30% N=64 2% N=4 3% N=5 100% N=217
Timeliness of response 67% N=143 26% N=57 4% N=8 3% N=6 100% N=215
Overall impression 68% N=147 28% N=60 2% N=4 3% N=6 100% N=217
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Appendix C: Verbatim Responses
The following are verbatim responses to the one open-ended questions on the survey. Because these
responses were written by survey participants, they are presented here in verbatim form, including any
typographical, grammar or other mistakes.
Question 3 (Other): Below are several ways to save energy. Which of the following, if
any, do you do or use?
• 20 solar panels.
Being conscious of water usage for showers.
• Charging appliances&car only when sun is on my solar panels.
• Closing off AC/heat vents in unused rooms.
• Controlling thermostat.
Energy efficient washer&dryer.
Hanging clothes to dry.
Installed solar panels
• installed solar panels due to nearly doubled electric bill over the past year
• Keep heat and/or cool consistent. No up&down on thermostat.
• Moved into a new house,so appliances were all new&energy efficient like thermostat.
• New windows energy efficient.
• Not sure if this is the place for this, but we installed solar and try to do laundry during the day.
• Pella energy efficient doors&windows.
Put blankets in windows to help in the summer.
• Radiant barrier/expensive windows&doors.
• Replaced sliding doors w/better quality,replaced plate glass wtdbe same casements replaced flooring
w/insulated floor replaced HVAC w/16 seer.
• Running appliances during non-peak times.
• Running major appliances at night instead of mid day when energy is used most
• Running washing machine c cold H2O.
• RUNNING WASHING MACHINE NON PEAK HOURS.
• Solar screens &shade trees.
• Solar.
• Thermostat settings kept reasonable-> heat @ 70 degree air @ 80 degree.
• Turning off a/c when not needed.
• Unplug appliances not in use.
• USE CEILING FANS.
• Use window AC units for mild AC needs.
• using energy monitors (sense and eyedro are excellent)
• Using grey water for laundry/watering plants.
• Using solar
• Using time lights when vacationing.
• Washing clothes no not peak hours week end.
• We are in the process of replacing our old aluminum windows with double-pane energy efficient windows. We are
also replacing our VERY leaky aluminum sliding patio door with a new double-pane energy efficient door.
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• We keep our thermostat lower in the winter and higher in the summer. We wear sweaters around the house in
cooler weather. When possible,we keep the windows open in the spring and summer. We want to install and
whole-house attic fan to reduce our dependence on A/C, but don't have the funds to do it yet.
• When electricity cost is lower.
Question 9 (Other): Below are several ways to save water. Which of the following, if
any, do you do or use? (Select all that apply)
• Collecting cold water from shower until water get warm enough.
• DO NOT USE OUTSIDE WATER SOURCE (EG: HOSE).
• Don't water lawn at all.
• Energy efficient washing machine.
• Good 5am-6 will install c (pilot) 6 soon.
• Having a yard/lawn that does not require watering under normal weather circumstances
• In and out of shower-no long lingerling showers.
• Native&zenescape planting.
• None of the above.
• not running water while brushing teeth,turning off water in the shower,running dishwasher only when full,
• NOTHING!.
• Only water after dark;short showers.
• Plant grass appropriate for this climate. Thus,not watering lawn.
• Pot on new energy efficient control box on sprinkler system new efficient water heater do not wash car at home.
• See above#3.
• Shorter showers
• SHOWER WITH A FRIEND!.
• Spray set to water street;company 3x a week tried to change bad to due to construction.
• Turn water off when brushing.
• USE HALF EMPTY WATER BOTTLES OR GLASSES TO WATER INDOOR PLANTS.
• Using dishwasher.
• Water/energy efficient dishwasher
• Your billing information is horrible-needs transparency&disclosure of how rates are calculated.
Question 10 (Other): What prevents you from conserving water? (Select all that apply)
• (Every 40 yrs is hot/cold)global warming is not true.
• 1 can do better in my efforts to save more water(as a household)
• 1 have a large sodded yard
• 1 live in a rental property.
• 1 live in an apartment.
• 1 object to progressive water billing. Water should cost the same whether one lives in an apartment or on a large
lot that requires lots of irrigation to keep things green.
• 1 rent a home and my landlord could not care less about conservation or environment. He doesn't update the
home AT ALL. Since the fifties.
• 1 rent my home.
• 1 rent.
• 1 THINK I AM.
• 1 think I'm pretty good about conserving water use, but with climate change, I will need to consume more water to
maintain all the trees, plants,grass,etc on my property.
• 1 WORK HARD TO USE ONLY WHAT I ACTUALLY NEED.
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• In house ok,yard is another matter front sprinklers face the street&too much goes into the don't know what
street that means.
• In my apartment I conserve the most but my complex doesnt
• It can be challenging to convince other people in the household that water conservation matters or to change
their habits to reduce water consumption.
• Keep my grass&plants healthy&green.
• Live in apartment.
• Live in apartment.
• Live in retirement community.
• My consumption is very low.There is not much I can do to reduce more. Don't wash cars, Don't Wasting
machines except once a week.
• New yard &land scaping,so I cannot water twice a week.
• Not owner,can't change appliances
• Nothing prevents cousening.
• Nothing prevents us from saving water.
• Or need itl.
• STORM WATER RETENTION POND AT SHERMAN DRIVE IF LOOP 288 NEEDS TO BE MOWED. WEEDS TALLER
THAN ME.
• This is a rental property.
• We live in an apartment complex so many of these options are not available to us individually.
Question 16 (Other): If you do not recycle at home, please indicate your primary
reasons for not recycling. (Select all that apply)
• Apartment.
• Bin confusion.
• Certain plastic products are a pain to clean in order to recycle them: laundry detergent containers,shampoo and
lotion bottles,etc. With the amount of water I have to use to clean them, I sometimes wonder if the effort is
worth it. Sometimes I will throw these types of plastic products in the trash.
• Cost city to may$$.
• Fine&multiple times for labels on cans.
• Global warming is totally out of control... If you believe it is true,then go to China&have them fix itl.
• I bin for all hard pushing for cleaner containers.
• I DO ALL THAT I KNOW HOW TO.
• I don't like sorting trash.
• 1 just forget
• 1 live in an apartment complex and we don't have bins.
• 1 sense we are recycling more items than are economic. For instance, it is rather silly to"recycle"glass by
trucking it all the way to Houston to be used as gravel in glasphalt. It's MUCH more logical to crush and dispose
of glass nearby and use gravel produced near the asphalt plant. Paper and cardboard and aluminum are logical,
and I recycle them. I'm uncertain about plastics. Glass doesn't make sense.
• 1 usually recycle but there are some items I don't really know if they are recyclable so I just put them in the trash
• Live in an apartment and was not given a bin for recycles.
• Live in apt.
• Most of it ends up back in the dump anyways and it's a small amount that gets reused. I think it needs to be more
efficient. The idea is wonderful but the execution as a whole needs improvement
• Mostly mix of waste.
• None
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• Not enough space in the house for a second trash bin dedicated to recycling plus I don't away remember
• only one type of container for recycling
• Plastics recycling is complicated and I have heard that plenty of it just gets routed to a landfill anyway. It is tough
to know the fate of various bottles and other items.
• Recycle cannot be bagged. If I don't bag the paper products when lifted by the truck all papers end up in the
street and in peoples yard
• you have to clean the items (aka food cans etc.) before recycling,therefore wasting water
Question 23 (Other): Why did you contact customer service? (Please select all that
apply)
• Find out why they did not pick up recycle once.
• Make a payment
• MAKE A PAYMENT.
• Mistake in auto draft/budget billing
• Need houdi c [?] p ser[?].
• Pay bill.
• Report power outage.
• Requested larger/newer trash can
• set up average billing
• To get the bill right!!!.
• Trash service&broken bins.
• Water leak.
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Appendix D: Responses to Survey Questions by Respondent
Characteristics
Understanding the Tables
For most of the questions, for ease of comparison, responses have been condensed to show only the proportion of respondents
selecting specific response options;for example, the percent of respondents who gave an evaluation of"excellent" or"good", or who
were "very familiar" or "somewhat familiar" with an item.
Chi-square or ANOVA tests of significance were applied to these breakdowns of survey questions. A "p-value" of 0.05 or less
indicates that there is less than a 5%probability that differences observed between groups are due to chance;or in other words, a
greater than 95%probability that the differences observed in the selected categories of the sample represent"real' differences among
those populations.As subgroups vary in size and each group (and each comparison to another group)has a unique margin of error,
statistical testing is used to determine whether differences between subgroups are statistically significant.
For each pair or set of subgroup ratings within a row (a single question item) that has a statistically significant difference, an upper-
case letter denoting significance is shown in the cell with the larger column proportion. The letter denotes the subgroup with the
smaller column proportion from which it is statistically different. Subgroups that have no upper-case letter denotation in their
column and that are also not referred to in any other column were not statistically different.
For example, on Table 41 on the next page, respondents who lived in District 1 (designated as Column A) rated the easiness of
obtaining information through the City's website higher than residents living in District 3 (designated as Column C) and is indicated
by the letter "C" found in the cell for respondents living in District 1.Moreover, the differences between those living in District 1 (A)
and those living in districts 2 (B) and 4 (D)were not significant, as there is no letter "B" or "D" in the District 1 cell nor letter A in
districts 2 and 4 cells.
In the Comparisons by Respondent Residency Characteristics (page 56) survey results are displayed for subgroups within four
different characteristics (age of respondent,length of residency,housing unit type and household income). The lettering of the
columns begins again on the next characteristic. So, residents who are 34 years-old or younger are in column A, those aged between
34 and 54 years are in column B and residents 55 or older are in column C;while those who have lived in Denton for years or less are
marked again as A, and those who have lived in the city for over 5 years are B. The letters in the cells only refer to differences within
that characteristic,not to differences within the other characteristics.
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Comparisons by Respondent's Council District of Residence
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TABLE 40: QUESTION 1 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,excellent/good) (A) (B) (C) (D) (A)
Overall quality of the electric service 96% 92% 93% 95% 93%
Overall quality of the water and wastewater service 92% 89% 90% 88% 90%
Overall quality of the trash and recycling services 82% 86% 86% 88% 85%
TABLE 41: QUESTION 2 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,excellent/good) (A) (B) (C) (D) (A)
Reliability of the electric service 94% 95% 88% 95% 93%
Ease of obtaining information through the City's website 89% 78% 74% 81% 80%
C
Quality of electricity-related customer communications 87% 82% 80% 87% 84%
Ease of reporting an electricity outage 80% 90% 79% 87% 84%
Opportunities for energy efficiency at home or business 85% 76% 71% 79% 77%
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TABLE 42: QUESTION 3 COMPARED BY COUNCIL DISTRICT
Council District Overall
District District District District
Below are several ways to save energy. Which of the following, if any, do you do or use?(Select all 1 2 3 4 Overall
that apply) (A) (B) (C) (D) (A)
Replacing old appliances with energy efficient ones 48% 61% 68% 68% 60%
Replacing incandescent lights with LED light 70% 82% 79% 82% 79%
Insulating and/or air sealing home to reduce heat/cold loss and draughts 32% 45% 50% 45% 44%
Installing a programmable thermostat to set a schedule matching when home/in-office and away 32% 43% 39% 42% 40%
Turning off all relevant appliances at the switch (reducing standby power) 50% 53% 52% 50% 52%
Turning off lights when they are not needed 94% 97% 97% 98% 96%
Keeping windows and doors closed when the heating/AC system is on 92% 95% 97% 94% 95%
Using blinds or window coverings to control room temperature 90% 85% 88% 86% 87%
Running washing machines and/or dishwashers only with a full load 84% 76% 80% 77% 79%
Other(please specify) 0% 7% 12% 9% 7%
TABLE 43: QUESTION 4 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,major motivation/ moderate motivation) (A) (B) (C) (D) (A)
Climate change 65% 71% 67% 61% 67%
Savings on energy bills 98% 99% 97% 97% 98%
Saving natural resources 79% 88% 83% 80% 84%
Showing a good example to others 65% 68% 64% 54% 64%
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TABLE 44: QUESTION 5 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,yes) (A) (B) (C) (D) (A)
Are you aware that Denton Municipal Electric uses a 100% renewable electric supply? 24% 32% 33% 28% 29%
TABLE 45: QUESTION 6 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,yes, as a primary vehicle/yes, as a secondary vehicle) (A) (B) (C) (D) (A)
Does your household use an electric vehicle? 0% 4% 3% 2% 2%
TABLE 46: QUESTION 7 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,at least one hour per week) (A) (B) (C) (D) (A)
At Home 120 Volts 100% 100% 100%
At Home 240 Volts 0% 100% 41%
Free Public Charger 50% 0% 37%
For-Fee Public Charger 50% 0% 37%
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TABLE 47: QUESTION 8 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,excellent/good) (A) (B) (C) (D) (A)
Reliability of the water service 93% 96% 94% 92% 94%
Ease of obtaining information through the City's website 90% 77% 71% 74% 78%
CD
Quality of Information provided in water customer communications 90% 82% 81% 87% 86%
Ease of reporting a water/wastewater leak or outage 86% 80% 70% 79% 80%
C
Ease of reporting a water/wastewater leak or outage 86% 80% 70% 79% 80%
C
Opportunities for water efficiency at home or business 82% 78% 68% 64% 74%
D
Access to conservation programs like leak detection,billing credits 69% 61% 47% 52% 59%
C
TABLE 48: QUESTION 9 COMPARED BY COUNCIL DISTRICT
Council District Overall
District District District District
Below are several ways to save water. Which of the following, if any,do you do or use? (Select all 1 2 3 4 Overall
that apply) (A) (B) (C) (D) (A)
Soaking/scraping dishes rather than rinsing 72% 57% 54% 45% 57%
D
Installing low-flow high-pressure shower heads 35% 53% 43% 46% 44%
Replacing older toilets with low-flow models 48% 59% 44% 50% 50%
Using efficient irrigation for plants and gardens 39% 38% 40% 64% 45%
ABC
Watering no more than twice a week to encourage deep root systems 61% 70% 63% 69% 65%
Using water tanks to collect rainwater 4% 11% 10% 7% 9%
Other(please specify) 2% 4% 6% 5% 5%
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TABLE 49: QUESTION 10 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4 Overall
What prevents you from conserving water?(Select all that apply) (A) (B) (C) (D) (A)
I don't know if my conservation efforts are effective 15% 25% 18% 18% 19%
1 don't think I am wasting water 70% 66% 69% 77% 70%
1 don't know how to conserve water 7% 13% 3% 3% 8%
1 don't have the time to fix my water system 2% 10% 3% 2% 5%
1 don't have the resources to fix my water system 25% 27% 18% 14% 23%
1 have the right to use any amount of water whenever, however I want 5% 6% 0% 2% 3%
Other(please specify) 7% 6% 13% 4% 8%
TABLE 50: QUESTION 11 COMPARED BY COUNCIL DISTRICT
Council District Overall
District District District District
1 2 3 4
Percent rating positively(e.g.,essential/very important) (A) (B) (C) (D) (A)
Please indicate how important, if at all,you think it is for the City of Denton to make stormwater 87% 84% 82% 70% 81%
mitigation improvements. D D
TABLE 51: QUESTION 12 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,most important/second most important) (A) (B) (C) (D) (A)
Maintaining the stormwater drainage systems 79% 74% 81% 76% 78%
Building projects that reduce local flooding 76% 75% 61% 62% 68%
C
Helping residents solve drainage problems on their property 54% 48% 26% 34% 41%
CD C
Improving the water quality in the local rivers and ponds 72% 56% 64% 56% 61%
BD
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TABLE 52: QUESTION 13 COMPARED BY COUNCIL DISTRICT
Council District Overall
District District District District
1 2 3 4
Percent rating positively(e.g.,most important/second most important) (A) (B) (C) (D) (A)
Reducing flooding caused by high-intensity,short-duration storms 77% 59% 47% 54% 59%
BCD
Preventing trash and debris (e.g., plastics,cups,Styrofoam) from entering the waterways 72% 72% 77% 68% 73%
Preventing pollution (e.g., lawn chemicals,fecal matter,oil,grease) from entering the waterways 81% 75% 84% 75% 79%
Preventing excess landscape overwatering that runs off into adjacent walkways, roadways, 58% 37% 16% 34% 35%
gutters,etc B C D C C
TABLE 53: QUESTION 14 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,excellent/good) (A) (B) (C) (D) (A)
Reliability of residential solid waste and recycling service 96% 90% 90% 97% 93%
Reliability of the yard waste&brush service 95% 89% 89% 90% 90%
Reliability of bulky waste service 88% 85% 87% 88% 87%
Ease of obtaining information through the City's website 84% 74% 71% 81% 78%
Quality of solid waste services communications 86% 85% 77% 81% 83%
Ease of contacting the solid waste services staff 83% 80% 70% 80% 78%
Opportunities for recycling at home or business 82% 85% 79% 77% 80%
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TABLE 54: QUESTION 15 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,always/usually) (A) (B) (C) (D) (A)
How often, if at all,do you recycle at home, considering all of the times you could? 72% 88% 83% 95% 83%
A AC
TABLE 55: QUESTION 16 COMPARED BY COUNCIL DISTRICT
Council District Overall
If you do not recycle at home,please indicate your primary reasons for not recycling. District 1 District 2 District 3 District 4 Overall
(Select all that apply) (A) (B) (C) (D) (A)
Takes too much time/effort 6% 23% 12% 10% 13%
I don't have a recycling bin 44% 14% 41% 20% 35%
I don't know what's recyclable 25% 18% 12% 30% 21%
I don't think it helps the environment 6% 5% 6% 10% 5%
1 don't have space for a bin 19% 23% 6% 10% 15%
1 don't have the option to recycle 31% 14% 47% 10% 31%
Some other reason (Please specify) 25% 27% 12% 60% 25%
TABLE 56: QUESTION 17 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,yes) (A) (B) (C) (D) (A)
Have you used the Home Chemical Collection Center in the last 12 months. 8% 14% 22% 17% 15%
A
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TABLE 57: QUESTION 18 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,very satisfied/satisfied) (A) (B) (C) (D) (A)
How satisfied are you with the Home Chemical Collection Center service? 100% 100% 100% 100% 100%
TABLE 58: QUESTION 19 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4 Overall
Which method do you use to receive your City of Denton UTILITY BILL? (A) (B) (C) (D) (A)
Paperless billing: utility bill is received electronically via email or text 47% 46% 36% 46% 45%
Paper bill: utility bill is mailed to my address 51% 52% 64% 54% 54%
Not applicable/don't know 2% 2% 0% 0% 1%
Total 100% 100% 100% 100% 100%
TABLE 59: QUESTION 20 COMPARED BY COUNCIL DISTRICT
Council District Overall
District District District District
If you do not currently use paperless billing for your utility bill, please indicate why not. 1 2 3 4 Overall
(Select all that apply) (A) (B) (C) (D) (A)
I prefer a paper bill 88% 92% 83% 85% 86%
1 don't have access to a computer 4% 6% 7% 5% 6%
1 don't trust electronic payments 24% 14% 7% 9% 13%
1 don't know how to establish electronic payments on my account 8% 0% 5% 5% 4%
I've tried to establish electronic payments on my account, but the website/process was too 4% 0% 2% 4% 2%
complicated
I need a paper utility bill for other reasons, i.e.,to show proof of residency or utilize landfill 36% 36% 17% 25% 28%
services
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TABLE 60: QUESTION 21 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,excellent/good) (A) (B) (C) (D) (A)
Ease of understanding the bill 94% 89% 90% 91% 91%
Ease of understanding payment options 96% 92% 89% 91% 92%
Ease of understanding the date payment is due 96% 94% 94% 95% 95%
Affordability of the electric service 77% 76% 69% 62% 70%
Affordability of the water/wastewater service 76% 72% 66% 58% 67%
D
Affordability of the solid waste/trash/recycling service 83% 75% 74% 69% 75%
Value of all the electric services for the price you pay 78% 77% 73% 66% 73%
Value of all the water services for the price you pay 74% 73% 70% 62% 70%
Value of all the solid waste and recycling services for the price you pay 76% 76% 72% 67% 73%
TABLE 61: QUESTION 22 COMPARED BY COUNCIL DISTRICT
Council District Overall
District District District District
1 2 3 4
Percent rating positively(e.g., 1 or more times) (A) (B) (C) (D) (A)
About how many times have you had in-person, phone,or email contact with an employee of City of 67% 62% 62% 65% 65%
Denton utilities customer service staff over the last 12 months?
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TABLE 62: QUESTION 23 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4 Overall
Why did you contact customer service? (Please select all that apply) (A) (B) (C) (D) (A)
Ask a question or get information 61% 61% 45% 51% 55%
Schedule or access a service 45% 52% 57% 52% 50%
Report an issue 19% 35% 17% 18% 22%
Make a complaint 0% 5% 2% 0% 2%
Turn on or off services 16% 16% 21% 7% 17%
Other 3% 5% 5% 3% 4%
TABLE 63: QUESTION 24 COMPARED BY COUNCIL DISTRICT
Council District Overall
District 1 District 2 District 3 District 4
Percent rating positively(e.g.,excellent/good) (A) (B) (C) (D) (A)
Courtesy 97% 95% 100% 98% 97%
Knowledge 97% 92% 90% 97% 94%
Responsiveness 97% 94% 93% 97% 95%
Timeliness of response 97% 90% 90% 97% 93%
Overall impression 97% 92% 98% 97% 96%
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Comparisons by Respondent Demographic Characteristics
TABLE 64: QUESTION 1 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Age Length of residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively 34 54 55+ or less years Detached Attached $50,000 $99,999 more
(e.g.,excellent/good) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Overall quality of the electric 95% 97% 92% 94% 94% 95% 90% 90% 96% 95% 93%
service
Overall quality of the water 91% 91% 90% 94% 89% 92% 84% 88% 93% 93% 90%
and wastewater service
Overall quality of the trash 87% 84% 87% 90% 85% 89% 76% 81% 86% 92% 85%
and recycling services B A
TABLE 65: QUESTION 2 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Age Length of residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively (e.g., 34 54 55+ or less years Detached Attached $50,000 $99,999 more
excellent/good) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Reliability of the electric service 94% 96% 94% 94% 94% 96% 89% 90% 94% 98% 93%
B A
Ease of obtaining information 71% 81% 83% 82% 80% 79% 85% 77% 81% 84% 80%
through the City's website
Quality of electricity-related 75% 92% 84% 86% 84% 85% 83% 82% 84% 87% 84%
customer communications A
Ease of reporting an electricity 75% 88% 87% 87% 84% 85% 85% 83% 86% 88% 84%
outage
Opportunities for energy 63% 78% 81% 78% 77% 76% 81% 82% 79% 72% 77%
efficiency at home or business A
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TABLE 66: QUESTION 3 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Below are several ways to save Age residency Unit Type Household income Overall
energy. Which of the following, if any, 18- 35- 5 years Over 5 Less than $50,000 to $100,000
do you do or use?(Select all that 34 54 55+ or less years Detached Attached $50,000 $99,999 or more Overall
apply) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Replacing old appliances with energy 47% 48% 68% 56% 61% 66% 40% 47% 65% 64% 60%
efficient ones A B B A
Replacing incandescent lights with 72% 72% 84% 71% 83% 87% 56% 64% 82% 90% 79%
LED light A B A A
Insulating and/or air sealing home to 27% 41% 50% 31% 50% 52% 20% 37% 42% 49% 44%
reduce heat/cold loss and draughts A A B
Installing a programmable thermostat 24% 46% 43% 33% 43% 49% 14% 25% 48% 49% 40%
to set a schedule matching when A A B A A
home/in-office and away
Turning off all relevant appliances at 52% 48% 53% 45% 54% 50% 58% 65% 50% 38% 52%
the switch (reducing standby power) C
Turning off lights when they are not 98% 95% 97% 95% 97% 96% 100% 100% 99% 91% 96%
needed C
Keeping windows and doors closed 93% 92% 97% 90% 97% 95% 94% 94% 95% 95% 95%
when the heating/AC system is on A
Using blinds or window coverings to 84% 89% 88% 85% 89% 88% 87% 88% 87% 85% 87%
control room temperature
Running washing machines and/or 73% 84% 80% 78% 80% 81% 75% 75% 82% 78% 79%
dishwashers only with a full load
Other(please specify) 3% 4% 9% 3% 8% 9% 0% 6% 5% 10% 7%
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TABLE 67: QUESTION 4 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
Percent rating positively(e.g., 18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
major motivation/ moderate 34 54 55+ or less years Detached Attached $50,000 $99,999 more
motivation) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Climate change 83% 73% 62% 70% 67% 62% 85% 80% 63% 61% 67%
C A BC
Savings on energy bills 94% 100% 99% 98% 98% 100% 94% 97% 98% 99% 98%
A A B
Saving natural resources 89% 88% 81% 87% 83% 82% 91% 89% 85% 79% 84%
Showing a good example to 69% 72% 61% 67% 64% 63% 71% 72% 63% 60% 64%
others
TABLE 68: QUESTION 5 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
34 54 55+ or less years Detached Attached $50,000 $99,999 more
Percent rating positively(e.g.,yes) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Are you aware that Denton 20% 29% 31% 22% 32% 31% 23% 24% 28% 35% 29%
Municipal Electric uses a 100%
renewable electric supply?
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TABLE 69: QUESTION 6 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
Percent rating positively(e.g.,yes, 18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
as a primary vehicle/yes,as a 34 54 55+ or less years Detached Attached $50,000 $99,999 more
secondary vehicle) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Does your household use an 0% 0% 3% 0% 3% 3% 0% 1% 0% 5% 2%
electric vehicle? I I I A B
TABLE 70: QUESTION 7 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Age Length of residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively(e.g., 34 54 55+ or less years Detached Attached $50,000 $99,999 more
at least one hour per week) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
At Home 120 Volts 100% 100% 100% 100% 100% 100%
At Home 240 Volts 41% 41% 41% 41% 41%
Free Public Charger 37% 37% 37% 37% 37%
For-Fee Public Charger 37% 37% 37% 37% 37%
Report of Results
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TABLE 71: QUESTION 8 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively(e.g., 34 54 55+ or less years Detached Attached $50,000 $99,999 more
excellent/good) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Reliability of the water service 97% 98% 93% 95% 94% 95% 93% 90% 97% 96% 94%
A
Ease of obtaining information 71% 83% 78% 76% 79% 77% 85% 76% 78% 82% 78%
through the City's website
Quality of Information provided in 77% 95% 84% 88% 85% 85% 89% 85% 86% 87% 86%
water customer communications A C
Ease of reporting a 67% 87% 79% 79% 80% 79% 79% 78% 82% 79% 80%
water/wastewater leak or outage A
Ease of reporting a 67% 87% 79% 79% 80% 79% 79% 78% 82% 79% 80%
water/wastewater leak or outage A
Opportunities for water efficiency 71% 72% 75% 77% 73% 73% 79% 78% 75% 69% 74%
at home or business
Access to conservation programs 55% 65% 57% 63% 57% 58% 62% 67% 61% 47% 59%
like leak detection,billing credits C
Report of Results
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TABLE 72: QUESTION 9 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
Below are several ways to save water. 18- 35- 5 years Over 5 Less than $50,000 to $100,000
Which of the following, if any,do you 34 54 55+ or less years Detached Attached $50,000 $99,999 or more Overall
do or use?(Select all that apply) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Soaking/scraping dishes rather than 64% 64% 54% 67% 54% 53% 75% 71% 59% 49% 57%
rinsing B A C
Installing low-flow high-pressure 44% 40% 46% 46% 44% 45% 42% 44% 48% 42% 44%
shower heads
Replacing older toilets with low-flow 30% 42% 58% 47% 52% 56% 28% 43% 50% 58% 50%
models A B
Using efficient irrigation for plants and 32% 37% 51% 42% 47% 53% 17% 36% 42% 58% 45%
gardens B A
Watering no more than twice a week to 38% 66% 69% 55% 69% 75% 26% 53% 66% 74% 65%
encourage deep root systems A A A B A
Using water tanks to collect rainwater 10% 12% 7% 6% 10% 10% 5% 7% 7% 12% 9%
Other(please specify) 0% 4% 5% 3% 4% 5% 2% 5% 5% 4% 5%
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TABLE 73: QUESTION 10 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
What prevents you from 18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
conserving water?(Select all that 34 54 55+ or less years Detached Attached $50,000 $99,999 more Overall
apply) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
I don't know if my conservation 29% 15% 18% 26% 16% 20% 16% 19% 21% 20% 19%
efforts are effective B
I don't think I am wasting water 42% 48% 83% 60% 74% 73% 57% 70% 71% 68% 70%
AB A B
I don't know how to conserve 25% 14% 2% 11% 6% 6% 14% 12% 7% 7% 8%
water C C A
I don't have the time to fix my 21% 7% 1% 6% 5% 5% 7% 7% 5% 5% 5%
water system C C
I don't have the resources to fix 53% 39% 10% 32% 18% 19% 37% 31% 27% 11% 23%
my water system C C B A C C
I have the right to use any 5% 3% 3% 6% 2% 3% 4% 4% 2% 5% 3%
amount of water whenever,
however I want
Other(please specify) 8% 11% 7% 7% 7% 5% 17% 8% 6% 7% 8%
A
Report of Results
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TABLE 74: QUESTION 11 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000
Percent rating positively(e.g.,essential 34 54 55+ or less years Detached Attached $50,000 $99,999 or more
/very important) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Please indicate how important, if at all, 79% 89% 79% 78% 82% 81% 83% 83% 83% 76% 81%
you think it is for the City of Denton to
make stormwater mitigation
improvements.
TABLE 75: QUESTION 12 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
Percent rating positively(e.g., 18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
most important/second most 34 54 55+ or less years Detached Attached $50,000 $99,999 more
important) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Maintaining the stormwater 67% 76% 81% 77% 78% 80% 71% 77% 79% 74% 78%
drainage systems A
Building projects that reduce 62% 63% 70% 65% 69% 69% 63% 69% 66% 65% 68%
local flooding
Helping residents solve drainage 47% 40% 39% 40% 41% 38% 50% 55% 35% 31% 41%
problems on their property B C
Improving the water quality in the 67% 66% 58% 58% 62% 58% 73% 66% 61% 56% 61%
local rivers and ponds A
Report of Results
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TABLE 76: QUESTION 13 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000
Percent rating positively(e.g.,most 34 54 55+ or less years Detached Attached $50,000 $99,999 or more
important/second most important) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Reducing flooding caused by high- 44% 53% 65% 54% 62% 59% 58% 64% 56% 56% 59%
intensity,short-duration storms A
Preventing trash and debris (e.g., 76% 84% 68% 76% 71% 73% 72% 80% 70% 64% 73%
plastics,cups,Styrofoam) from C C
entering the waterways
Preventing pollution (e.g., lawn 89% 74% 78% 76% 80% 77% 85% 79% 79% 79% 79%
chemicals,fecal matter,oil,grease)
from entering the waterways
Preventing excess landscape 33% 29% 38% 31% 38% 35% 36% 41% 35% 27% 35%
overwatering that runs off into C
adjacent walkways, roadways,
gutters,etc
Report of Results
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TABLE 77: QUESTION 14 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively(e.g., 34 54 55+ or less years Detached Attached $50,000 $99,999 more
excellent/good) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Reliability of residential solid 91% 93% 93% 94% 93% 94% 90% 91% 91% 98% 93%
waste and recycling service
Reliability of the yard waste& 81% 90% 91% 89% 90% 91% 84% 92% 88% 92% 90%
brush service
Reliability of bulky waste 82% 88% 88% 84% 89% 88% 85% 87% 89% 86% 87%
service
Ease of obtaining information 71% 80% 80% 80% 78% 77% 86% 79% 78% 80% 78%
through the City's website
Quality of solid waste services 74% 88% 82% 86% 82% 83% 84% 84% 80% 85% 83%
communications
Ease of contacting the solid 72% 83% 78% 84% 77% 78% 83% 82% 80% 79% 78%
waste services staff
Opportunities for recycling at 60% 90% 81% 75% 83% 84% 67% 74% 86% 79% 80%
home or business A A B A
TABLE 78: QUESTION 15 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively(e.g., 34 54 55+ or less years Detached Attached $50,000 $99,999 more
always/usually) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
How often, if at all,do you recycle 67% 73% 90% 74% 88% 93% 52% 75% 80% 95% 83%
at home,considering all of the A B A B A B
times you could?
Report of Results
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TABLE 79: QUESTION 16 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
If you do not recycle at home,please 18- 35- 5 years Over 5 Less than $50,000 to $100,000
indicate your primary reasons for not 34 54 55+ or less years Detached Attached $50,000 $99,999 or more Overall
recycling. (Select all that apply) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Takes too much time/effort 3% 19% 16% 10% 16% 20% 7% 2% 23% 16% 13%
A
I don't have a recycling bin 54% 30% 24% 43% 26% 12% 52% 58% 25% 7% 35%
A BC
I don't know what's recyclable 11% 33% 20% 16% 26% 26% 17% 18% 22% 33% 21%
1 don't think it helps the environment 0% 0% 14% 3% 8% 13% 0% 3% 3% 7% 5%
1 don't have space for a bin 13% 18% 15% 19% 11% 3% 24% 20% 15% 0% 15%
A
I don't have the option to recycle 52% 30% 13% 38% 21% 5% 49% 39% 36% 0% 31%
C A
Some other reason (Please specify) 16% 28% 30% 24% 26% 47% 9% 17% 21% 54% 25%
B A
TABLE 80: QUESTION 17 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively. 34 54 55+ or less years Detached Attached $50,000 $99,999 more
(e.g.,yes) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Have you used the Home 0% 9% 20% 7% 19% 19% 2% 11% 16% 17% 15%
Chemical Collection Center in the A B A B
last 12 months.
Report of Results
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TABLE 81: QUESTION 18 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively(e.g., 34 54 55+ or less years Detached Attached $50,000 $99,999 more
very satisfied/satisfied) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
How satisfied are you with the 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Home Chemical Collection
Center service? �!
TABLE 82: QUESTION 19 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
Which method do you use to 18- 35- 5 years Over 5 Less than $50,000 to $100,000
receive your City of Denton 34 54 55+ or less years Detached Attached $50,000 $99,999 or more Overall
UTILITY BILL? (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Paperless billing: utility bill is 82% 54% 34% 60% 39% 44% 51% 49% 42% 53% 45%
received electronically via email B C C B
or text
Paper bill: utility bill is mailed to 18% 44% 65% 39% 60% 56% 45% 51% 57% 47% 54%
my address A A B A
Not applicable/don't know 0% 2% 1% 1% 1% 0% 4% 0% 1% 0% 1%
Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
Report of Results
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TABLE 83: QUESTION 20 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
If you do not currently use paperless 18- 35- 5 years Over 5 Less than $50,000 to $100,000
billing for your utility bill,please 34 54 55+ or less years Detached Attached $50,000 $99,999 or more Overall
indicate why not. (Select all that apply) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
I prefer a paper bill 65% 75% 89% 89% 86% 88% 77% 77% 90% 88% 86%
1 don't have access to a computer 0% 0% 7% 9% 5% 5% 7% 10% 6% 0% 6%
1 don't trust electronic payments 0% 6% 15% 8% 15% 12% 20% 20% 12% 7% 13%
1 don't know how to establish 26% 0% 4% 2% 5% 3% 9% 3% 9% 0% 4%
electronic payments on my account C
I've tried to establish electronic 0% 0% 3% 0% 3% 2% 4% 0% 5% 0% 2%
payments on my account,but the
website/process was too complicated
I need a paper utility bill for other 44% 22% 29% 30% 27% 25% 43% 47% 19% 23% 28%
reasons, i.e.,to show proof of A B
residency or utilize landfill services
Report of Results
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TABLE 84: QUESTION 21 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000
Percent rating positively(e.g., 34 54 55+ or less years Detached Attached $50,000 $99,999 or more
excellent/good) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Ease of understanding the bill 93% 91% 91% 95% 89% 90% 94% 91% 94% 89% 91%
Ease of understanding payment 93% 97% 90% 95% 91% 92% 92% 90% 92% 94% 92%
options
Ease of understanding the date 96% 97% 94% 97% 94% 95% 96% 96% 96% 94% 95%
payment is due
Affordability of the electric service 71% 76% 68% 74% 69% 71% 67% 65% 73% 71% 70%
Affordability of the 74% 72% 65% 69% 67% 67% 70% 64% 72% 68% 67%
water/wastewater service
Affordability of the solid 71% 80% 74% 80% 73% 75% 73% 72% 75% 79% 75%
waste/trash/recycling service
Value of all the electric services for 74% 75% 72% 72% 74% 75% 64% 69% 72% 81% 73%
the price you pay
Value of all the water services for 81% 74% 67% 69% 70% 70% 69% 71% 70% 74% 70%
the price you pay
Value of all the solid waste and 78% 78% 71% 77% 71% 74% 66% 74% 73% 78% 73%
recycling services for the price you
pay
Report of Results
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TABLE 85: QUESTION 22 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
$50,000
18- 35- 5 years Over 5 Less than to $100,000
Percent rating positively(e.g., 1 or more 34 54 55+ or less years Detached Attached $50,000 $99,999 or more
times) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
About how many times have you had in- 56% 66% 66% 61% 67% 69% 48% 62% 65% 66% 65%
person,phone,or email contact with an B
employee of City of Denton utilities
customer service staff over the last 12
months?
TABLE 86: QUESTION 23 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Length of
Age residency Unit Type Household income Overall
Why did you contact customer 18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
service? (Please select all that 34 54 55+ or less years Detached Attached $50,000 $99,999 more Overall
apply) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Ask a question or get 54% 57% 55% 56% 55% 56% 50% 58% 59% 55% 55%
information
Schedule or access a service 38% 45% 55% 32% 57% 54% 29% 46% 56% 46% 50%
A B
Report an issue 20% 21% 23% 22% 22% 24% 10% 19% 21% 26% 22%
Make a complaint 0% 0% 3% 0% 2% 2% 0% 3% 3% 0% 2%
Turn on or off services 46% 18% 11% 34% 10% 11% 47% 25% 18% 12% 17%
BC B A
Other 0% 2% 5% 5% 4% 4% 4% 5% 5% 3% 4%
Report of Results
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TABLE 87: QUESTION 24 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Age Length of residency Unit Type Household income Overall
18- 35- 5 years Over 5 Less than $50,000 to $100,000 or
Percent rating positively 34 54 55+ or less years Detached Attached $50,000 $99,999 more
(e.g.,excellent/ good) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Courtesy 95% 98% 98% 96% 98% 98% 96% 97% 99% 95% 97%
Knowledge 80% 100% 95% 91% 95% 96% 83% 94% 94% 95% 94%
A A B
Responsiveness 95% 100% 94% 96% 95% 95% 96% 97% 95% 95% 95%
Timeliness of response 91% 96% 93% 94% 93% 93% 93% 94% 94% 92% 93%
Overall impression 95% 98% 95% 96% 95% 96% 96% 94% 99% 93% 96%
Report of Results
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Appendix E: Results from Address-Based Survey
versus Open-Participation Survey
For context, the results of the community-wide, open-participation survey (25 responses) are compared
to the results obtained from the address-based survey (358 responses) in the following pages. Where
differences between survey ratings are statistically significant, the results in these tables are indicated.
See description of how to interpret statistical differences on page 44 of Appendix D:Responses to Survey
Questions by Respondent Characteristics.
TABLE 88: QUESTION 1 COMPARED BY SURVEY OUTREACH
Address-based Outreach Open-participation Outreach
Percent rating positively(e.g.,excellent/good) (A) (B)
Overall quality of the electric service 93% 100%
Overall quality of the water and wastewater service 90% 84%
Overall quality of the trash and recycling services 85% 92%
TABLE 89: QUESTION 2 COMPARED BY SURVEY OUTREACH
Address-based Outreach Open-participation Outreach
Percent rating positively(e.g.,excellent/good) (A) (B)
Reliability of the electric service 93% 96%
Ease of obtaining information through the City's website 80% 84%
Quality of electricity-related customer communications 84% 100%
Ease of reporting an electricity outage 84% 94%
Opportunities for energy efficiency at home or business 77% 61%
Report of Results
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2023 Denton Utilities Survey
June 2023
TABLE 90: QUESTION 3 COMPARED BY SURVEY OUTREACH
source
Address-based Open-participation
Below are several ways to save energy. Which of the following, if any,do Outreach Outreach
you do or use? (Select all that apply) (A) (B)
Replacing old appliances with energy efficient ones 60% 64%
Replacing incandescent lights with LED light 79% 80%
Insulating and/or air sealing home to reduce heat/cold loss and draughts 44% 48%
Installing a programmable thermostat to set a schedule matching when 40% 76%
home/in-office and away A
Turning off all relevant appliances at the switch (reducing standby 52% 52%
power)
Turning off lights when they are not needed 96% 96%
Keeping windows and doors closed when the heating/AC system is on 95% 96%
Using blinds or window coverings to control room temperature 87% 88%
Running washing machines and/or dishwashers only with a full load 79% 60%
B
Other(please specify) 7% 8%
TABLE 91: QUESTION 4 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Percent rating positively(e.g.,major motivation/ moderate Outreach Outreach
motivation) (A) (B)
Climate change 67% 63%
Savings on energy bills 98% 100%
Saving natural resources 84% 67%
B
Showing a good example to others 64% 54%
TABLE 92: QUESTION 5 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g.,yes) (A) (B)
Are you aware that Denton Municipal Electric uses a 100% 29% 36%
renewable electric supply?
Report of Results
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2023 Denton Utilities Survey
June 2023
TABLE 93: QUESTION 6 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Percent rating positively(e.g.,yes, as a primary vehicle/yes, as a Outreach Outreach
secondary vehicle) (A) (B)
Does your household use an electric vehicle? 2% 12%
A
TABLE 94: QUESTION 7 COMPARED BY SURVEY OUTREACH
Address-based Outreach Open-participation Outreach
Percent rating positively(e.g.,at least one hour per week) (A) (B)
At Home 120 Volts 100% 50%
At Home 240 Volts 41% 67%
Free Public Charger 37% 67%
For-Fee Public Charger 37% 100%
TABLE 95: QUESTION 8 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g.,excellent/good) (A) (B)
Reliability of the water service 94% 100%
Ease of obtaining information through the City's website 77% 74%
Quality of Information provided in water customer 86% 70%
communications
Ease of reporting a water/wastewater leak or outage 80% 84%
Ease of reporting a water/wastewater leak or outage 80% 84%
Opportunities for water efficiency at home or business 74% 45%
B
Access to conservation programs like leak detection,billing 59% 42%
credits
Report of Results
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2023 Denton Utilities Survey
June 2023
TABLE 96: QUESTION 9 COMPARED BY SURVEY OUTREACH
source
Address-based Open-participation
Below are several ways to save water. Which of the following, if any,do Outreach Outreach
you do or use? (Select all that apply) (A) (B)
Soaking/scraping dishes rather than rinsing 57% 42%
Installing low-flow high-pressure shower heads 44% 50%
Replacing older toilets with low-flow models 50% 58%
Using efficient irrigation for plants and gardens 45% 38%
Watering no more than twice a week to encourage deep root systems 65% 79%
Using water tanks to collect rainwater 9% 21%
Other(please specify) 5% 0%
TABLE 97: QUESTION 10 COMPARED BY SURVEY OUTREACH
source
Address-based Open-participation
What prevents you from conserving water?(Select all that Outreach Outreach
apply) (A) (B)
I don't know if my conservation efforts are effective 19% 25%
1 don't think I am wasting water 70% 50%
1 don't know how to conserve water 8% 0%
I don't have the time to fix my water system 5% 0%
I don't have the resources to fix my water system 23% 35%
1 have the right to use any amount of water whenever, however 1 3% 0%
want
Other(please specify) 8% 15%
TABLE 98: QUESTION 11 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g.,essential/very important) (A) (B)
Please indicate how important, if at all,you think it is for the City of Denton 81% 70%
to make stormwater mitigation improvements.
Report of Results
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TABLE 99: QUESTION 12 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Percent rating positively(e.g.,most important/second most Outreach Outreach
important) (A) (B)
Maintaining the stormwater drainage systems 78% 67%
Building projects that reduce local flooding 68% 58%
Helping residents solve drainage problems on their property 41% 40%
Improving the water quality in the local rivers and ponds 61% 60%
TABLE 100: QUESTION 13 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Percent rating positively(e.g.,most important/second most Outreach Outreach
important) (A) (B)
Reducing flooding caused by high-intensity,short-duration storms 59% 63%
Preventing trash and debris (e.g., plastics,cups,Styrofoam)from 73% 72%
entering the waterways
Preventing pollution (e.g., lawn chemicals,fecal matter,oil,grease) 79% 56%
from entering the waterways B
Preventing excess landscape overwatering that runs off into adjacent 35% 24%
walkways,roadways,gutters,etc
TABLE 101: QUESTION 14 COMPARED BY SURVEY OUTREACH
Address-based Outreach Open-participation Outreach
Percent rating positively(e.g.,excellent/good) (A) (B)
Reliability of residential solid waste and recycling service 93% 92%
Reliability of the yard waste&brush service 90% 95%
Reliability of bulky waste service 87% 91%
Ease of obtaining information through the City's website 78% 74%
Quality of solid waste services communications 83% 77%
Ease of contacting the solid waste services staff 78% 91%
Opportunities for recycling at home or business 80% 83%
TABLE 102: QUESTION 15 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g.,always/usually) (A) (B)
How often, if at all,do you recycle at home, considering all of the
times you could? 83% 88%
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TABLE 103: QUESTION 16 COMPARED BY SURVEY OUTREACH
source
Address-based Open-participation
If you do not recycle at home,please indicate your primary reasons for Outreach Outreach
not recycling. (Select all that apply) (A) (B)
Takes too much time/effort 13% 0%
I don't have a recycling bin 35% 33%
1 don't know what's recyclable 21% 67%
1 don't think it helps the environment 5% 33%
1 don't have space for a bin 15% 0%
I don't have the option to recycle 31% 0%
Some other reason (Please specify) 25% 33%
TABLE 104: QUESTION 17 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g.,yes) (A) (B)
Have you used the Home Chemical Collection Center in the last 15% 29%
12 months.
TABLE 105: QUESTION 18 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g.,very satisfied/satisfied) (A) (B)
How satisfied are you with the Home Chemical Collection Center 100% 100%
service?
TABLE 106: QUESTION 19 COMPARED BY SURVEY OUTREACH
source
Address-based Open-participation
Which method do you use to receive your City of Denton UTILITY Outreach Outreach
BILL? (A) (B)
Paperless billing: utility bill is received electronically via email or 45% 67%
text A
Paper bill: utility bill is mailed to my address 54% 33%
Not applicable/don't know 1% 0%
Total 100% 100%
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TABLE 107: QUESTION 20 COMPARED BY SURVEY OUTREACH
source
Address-based Open-participation
If you do not currently use paperless billing for your utility bill, please Outreach Outreach
indicate why not. (Select all that apply) (A) (B)
I prefer a paper bill 86% 100%
I don't have access to a computer 6% 0%
I don't trust electronic payments 13% 0%
I don't know how to establish electronic payments on my account 4% 0%
I've tried to establish electronic payments on my account, but the 2% 0%
website/process was too complicated
I need a paper utility bill for other reasons, i.e.,to show proof of 28% 0%
residency or utilize landfill services
TABLE 108: QUESTION 21 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g.,excellent/good) (A) (B)
Ease of understanding the bill 91% 96%
Ease of understanding payment options 92% 96%
Ease of understanding the date payment is due 95% 96%
Affordability of the electric service 70% 62%
Affordability of the water/wastewater service 67% 57%
Affordability of the solid waste/trash/recycling service 75% 68%
Value of all the electric services for the price you pay 73% 71%
Value of all the water services for the price you pay 70% 63%
Value of all the solid waste and recycling services for the price 73% 63%
you pay
TABLE 109: QUESTION 22 COMPARED BY SURVEY OUTREACH
Address-based Open-participation
Outreach Outreach
Percent rating positively(e.g., 1 or more times) (A) (B)
About how many times have you had in-person, phone,or email contact with 65% 56%
an employee of City of Denton utilities customer service staff over the last 12
months?
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TABLE 110: QUESTION 23 COMPARED BY SURVEY OUTREACH
source
Address-based Open-participation
Why did you contact customer service? (Please select all that Outreach Outreach
apply) (A) (B)
Ask a question or get information 55% 57%
Schedule or access a service 50% 86%
A
Report an issue 22% 36%
Make a complaint 2% 0%
Turn on or off services 17% 14%
Other 4% 7%
TABLE 111: QUESTION 24 COMPARED BY SURVEY OUTREACH
Address-based Outreach Open-participation Outreach
Percent rating positively(e.g.,excellent/good) (A) (B)
Courtesy 97% 93%
Knowledge 94% 86%
Responsiveness 95% 86%
Timeliness of response 93% 79%
Overall impression 96% 86%
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Appendix F: Survey Methodology
The 2023 Denton Utilities Survey provided Denton's public utility residential customers the
opportunity to rate the current services of electricity, water, and solid waste. The survey also permitted
respondents to provide feedback to the government about utility bills and customer satisfaction in
general. The research was funded by the City of Denton.
Hallmarks of a "Probability" Survey
The figure below displays the unique features of a probability survey. The survey conducted by
Polco/NRC on behalf of The City of Denton was a probability survey implemented using survey
research best practices to provide a picture of the opinions of all residential customers of Denton's
utilities services.
HALLMARKS OF A"PROBABILITY" SURVEY
Random • • VFrom • •
Households
"Wei• Data
ResponseUse Best Practices to so Demographic Profile of
Increase • • •
Adult Population
Developing the Questionnaire
The 2023 Denton Utilities Survey instrument was developed by an iterative process between City of
Denton staff and Polco/NRC staff;from this process, a final three-page questionnaire was created (see
Appendix G: Survey Materials).
The survey was available in English and Spanish.
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Selecting Survey Recipients
The target population for the survey was Denton's public utility residential customers. The survey was
designed as a mailed survey. The list from which survey recipients are selected is referred to as a
"sampling frame." The City of Denton provided a sampling frame which provided high"coverage,"
meaning that almost every member of the target population has a chance of being selected. The
sampling frame provided by the City of Denton consisted of a list of nearly 55,000 residential public
utility customers.A random selection of customers was selected and geocoded.Duplicate customers
were filtered out. Finally,2,800 addresses were randomly selected: 670 in District 1, 748 in District 2,
711 in District 3, and 671 in District 4.
Survey Administration and Response Rate
A postcard was mailed to 2,800 Denton s public utility residential customers inviting them to
participate in the survey. Each postcard included a web link and instructions to go online to complete
the survey.Approximately one week later, the same 2,800 customers received a mailed survey packet
containing a cover letter, a printed survey, and a postage-paid return envelope in which the survey
recipients could return the completed questionnaire directly to Polco/NRC. The cover letter and
postcard were written both in English and Spanish. Finally, after one week a reminder email was sent
to 1,321 customers who had an email account registered with the City of Denton.
A total of 358 customers completed the survey between March 31s,and May 91h, 2023.
Survey results were weighted so that all four districts were represented in the proportions reflective of
the entire city.
The mailings were all sent on Mach 281h and April 41h, 2023. The remainder email was sent on April 11.
Completed surveys were collected over six weeks.Just one of the 2,800 postcards mailed were returned
because the housing unit was vacant, or the postal service was unable to deliver the survey as
addressed. Of the 2,799 households presumed to have received an invitation, 358 completed the survey,
providing a response rate of 13%. Of the 358 responses to the survey, 162 were completed on paper
(45%), 145 through the URL included in the mailed materials (41%) and 51 through a link provided in
the remainder email (14%).
FIGURE 25: RESPONSE RATE BY COUNCIL DISTRICT
City Number mailed Undeliverable Eligible Completed Response rate
District 1 670 0 670 53 8%
District 2 748 0 748 106 14%
District 3 711 0 711 71 10%
District 4 671 1 670 105 16%
Unknown - - _ 23 -
Overall 2,800 1 2799 358 13%
The 95% confidence interval (or"margin of error") quantifies the "sampling error" or precision of the
estimates made from the survey results. A 95% confidence interval can be calculated for any sample
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size and indicates that in 95 of 100 surveys conducted like this one,for a particular item, a result would
be found that is within a certain number of percentage points of the result that would be found if
everyone in the population of interest was surveyed. The practical difficulties of conducting any
resident survey may introduce other sources of error in addition to sampling error. Despite the best
efforts to boost participation and ensure potential inclusion of all households, some selected
households will decline participation in the survey (referred to as non-response error) and some
eligible households may be unintentionally excluded from the listed sources for the sample (referred to
as coverage error). The margin of error for this survey,with 358 respondents, is±5%.
Survey Processing (Data Entry)
Mailed surveys were returned to Polco/NRC directly via postage-paid business reply envelopes. Once
received, staff assigned a unique identification number to each questionnaire. Additionally, each
survey was reviewed and "cleaned" as necessary. For example, a question may have asked a
respondent to pick two items out of a list of five,but the respondent checked three;Polco/NRC staff
would choose randomly two of the three selected items to be coded in the dataset.
Once all surveys were assigned a unique identification number, they were entered into an electronic
dataset. This dataset was subject to a data entry protocol of"key and verify," in which survey data
were entered twice into an electronic dataset and then compared. Discrepancies were evaluated against
the original survey form and corrected. Range checks as well as other forms of quality control were also
performed.
Polco's web-based survey and analytics platform was used to collect the online survey data. Use of an
online system means all collected data are entered into the dataset when the respondents submit the
surveys. Skip patterns are programmed into the system, so respondents are automatically"skipped" to
the appropriate question based on the individual responses being given. Online programming also
allows for more rigid control of the data format,making extensive data cleaning unnecessary.
A series of quality control checks were also performed in order to ensure the integrity of the web data.
Steps may include and not be limited to reviewing the data for clusters of repeat IP addresses and time
stamps (indicating duplicate responses) and removing empty submissions (questionnaires submitted
with no questions answered).
Weighting the Data
The primary objective of weighting survey data is to make the survey sample reflective of the larger
population under study.This is done by comparing the profile of survey respondents to that of the
target population,Denton's public utility residential customers.Weighting is a statistical adjustment
where more weight is given to groups who responded at a lower rate than other groups, and less
weight is given to those who responded at a higher rate.
Weights were calculated for each district to represent the proportions reflective of the entire area of
interest. No adjustments were made for design effects. The results of the weighting scheme are
presented in the following page.
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FIGURE 26: DENTON UTILITIES SURVEY WEIGHTING TABLE
Area MF'rData Norm 11111jr Unweighted Data Weighted Data
District 1 24% 16% 1 24%
District 2 27% 32% 27%
District 3 24% 21% 24%
District 4 25% 31% 25%
Statistical Analysis
The electronic dataset was analyzed by Polco/NRC staff using the Statistical Package for the Social
Sciences (SPSS). For the most part, frequency distributions and mean ratings are presented in the body
of the report.A complete set of frequencies for each survey question is presented in Appendix B:
Complete Survey Frequencies.
Chi-square or ANOVA tests of significance were applied to these breakdowns of selected survey
questions.A "p-value" of 0.05 or less indicates that there is less than a 5%probability that differences
observed between groups are due to chance;or in other words, a greater than 95%probability that the
differences observed in the selected categories of the sample represent"real" differences among those
populations.Where differences between subgroups are statistically significant, they have been denoted
in the tables as described in the "Understanding the Tables" section of Appendix D:Responses to Survey
Questions by Respondent Characteristics.
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Appendix G: Survey Materials
The following pages contain copies of the survey materials sent to randomly selected Denton's public
utility residential customers.
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DENTON UTILITIES SURVEY 2023
For each question, mark the response that most closely represents your impression or opinion.Your responses are
confidential and will be reported in group form only.
1. Please rate each of the following in the Denton community.
Excellent Good Fair Poor No opinion
Overall quality of the electric service............................................................1 2 3 4 5
Overall quality of the water and wastewater service.......................................1 2 3 4 5
Overall quality of the trash and recycling services.......................................1 2 3 4 5
2. Please rate the following aspects of the ELECTRICITY SERVICES provided by Denton Municipal Electric/City of Denton.
Excellent Good Fair Poor No opinion
Reliability of the electric service....................................................................1 2 3 4 5
Ease of obtaining information through the City's website............................1 2 3 4 5
Quality of electricity-related customer communications..............................1 2 3 4 5
Ease of reporting an electricity outage..........................................................1 2 3 4 5
Opportunities for energy efficiency at home or business.............................1 2 3 4 5
3. Below are several ways to save energy.Which of the following, if any,do you do or use?(Select all that apply)
O Replacing old appliances with energy efficient ones
O Replacing incandescent lights with LED light
O Insulating and/or air sealing home to reduce heat/cold loss and draughts
O Installing a programmable thermostat to set a schedule matching when home/in-office and away
O Turning off all relevant appliances at the switch (reducing standby power)
O Turning off lights when they are not needed
O Keeping windows and doors closed when the heating/AC system is on
O Using blinds or window coverings to control room temperature
O Running washing machines and/or dishwashers only with a full load
O Other(please specify):
4. Which of the following motivates you to reduce your energy consumption?
Major Moderate Minor Not a No
motivation motivation motivation motivation opinion
Climatechange.............................................................................1 2 3 4 5
Savings on energy bills .................................................................1 2 3 4 5
Saving natural resources..............................................................1 2 3 4 5
Showing a good example to others.............................................. 1 2 3 4 5
5. Are you aware that Denton Municipal Electric uses a 100%renewable electric supply?
O Yes O No
6. Does your household use an electric vehicle?
O Yes, as a primary vehicle O Yes, as a secondary vehicle O No 4 skip to question 8
7. How many hours per week do you charge at these types of chargers if you have a Plug in Hybrid or Plug-in Electric?
None 1-10 hrs 11-20 hrs 21-30 hrs 31-40 hrs 41-50 hrs 50+hrs
At Home 120 Volts............1 2 3 4 5 6 7
At Home 240 Volts............1 2 3 4 5 6 7
Free Public Charger...........1 2 3 4 5 6 7
For-Fee Public Charger......1 2 3 4 5 6 7
8. Please rate the following aspects of WATER SERVICES provided by the City of Denton.
Excellent Good Fair Poor No opinion
Reliability of the water service........................................................................1 2 3 4 5
Ease of obtaining information through the City's website .............................1 2 3 4 5
Quality of information provided in water customer communications........... 1 2 3 4 5
Ease of reporting a water/wastewater leak or outage...................................1 2 3 4 5
Opportunities for water efficiency at home or business......................... .......1 2 3 4 5
Access to conservation programs like leak detection, billing credits..............1 2 3 4 5
94
9. Below are several ways to save water.Which of the following, if any,do you do or use? (Select all that apply.)
0 Soaking/scraping dishes rather than rinsing 0 Using efficient irrigation for plants and gardens
0 Installing low-flow high-pressure shower heads 0 Watering no more than twice a week to encourage deep root systems
0 Replacing older toilets with low-flow models 0 Using water tanks to collect rainwater
0 Other(please specify):
10. What prevents you from conserving water?(Select all that apply.)
0 1 don't know if my conservation efforts are effective 0 1 don't have the resources to fix my water system
0 1 don't think I am wasting water 0 1 have the right to use any amount of water whenever,
0 1 don't know how to conserve water however I want
0 1 don't have the time to fix my water system 0 Other(please specify):
11. Please indicate how important,if at all,you think it is for the City of Denton to make stormwater mitigation improvements.
0 Essential 0 Very important 0 Somewhat important 0 Not at all important 0 No opinion
12. Please prioritize the following storm water initiatives,from most important to least important (Read all four initiatives
before making your choices).
Most Second most Third most Fourth most
important important important important
Maintaining the stormwater drainage systems....................................................... 1 2 3 4
Building projects that reduce local flooding............................................................ 1 2 3 4
Helping residents solve drainage problems on their property................................ 1 2 3 4
Improving the water quality in the local rivers and ponds...................................... 1 2 3 4
13. Please prioritize the following storm water management actions,from most important to least important (Read all four
actions before making your choices).
Most Second most Third most Fourth most
important important important important
Reducing flooding caused by high-intensity,short-duration storms .....................1 2 3 4
Preventing trash and debris(e.g., plastics,cups,Styrofoam)
from entering the waterways..............................................................................1 2 3 4
Preventing pollution (e.g., lawn chemicals,fecal matter,oil,grease)
from entering the waterways..............................................................................1 2 3 4
Preventing excess landscape overwatering that runs off into adjacent
walkways, roadways,gutters, etc. ......................................................................1 2 3 4
14. Please rate the following aspects of the residential SOLID WASTE SERVICES provided by the City of Denton.
Excellent Good Fair Poor No opinion
Reliability of residential solid waste and recycling service.......................... 1 2 3 4 5
Reliability of the yard waste& brush service.............................................. 1 2 3 4 5
Reliability of bulky waste service................................................................. 1 2 3 4 5
Ease of obtaining information through the City's website.......................... 1 2 3 4 5
Quality of solid waste services communications......................................... 1 2 3 4 5
Ease of contacting the solid waste services staff........................................ 1 2 3 4 5
Opportunities for recycling at home or business........................................ 1 2 3 4 5
15. How often,if at all,do you recycle at home,considering all of the times you could?
0 Always 0 Usually 0 Sometimes 0 Rarely 0 Never
16. If you do not recycle at home, please indicate your primary reasons for not recycling. (Select all that apply.)
0 Takes too much time/effort 0 1 don't have space for a bin
0 1 don't have a recycling bin 0 1 don't have the option to recycle
0 1 don't know what's recyclable 0 Some other reason (Please specify):
0 1 don't think it helps the environment
17. Have you used the Home Chemical Collection Center in the last 12 months.
0 Yes 0 No 4 skip to question 19
18. How satisfied are you with the Home Chemical Collection Center service?
0 Very satisfied 0 Satisfied 0 Unsatisfied 0 Very unsatisfied
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19. Which method do you use to receive your City of Denton UTILITY BILL?
0 Paperless billing: utility bill is received electronically via email or text
0 Paper bill: utility bill is mailed to my address
0 Not applicable/don't know
20. If you do not currently use paperless billing for your utility bill, please indicate why not. (Select all that apply)
0 1 prefer a paper bill 0 I've tried to establish electronic payments on my account,
0 1 don't have access to a computer but the website/process was too complicated
0 1 don't trust electronic payments O I need a paper utility bill for other reasons, i.e.,to show proof
0 1 don't know how to establish electronic of residency or utilize landfill services
payments on my account
21. Please rate the following aspects of your utility bill:
Excellent Good Fair Poor No opinion
Ease of understanding the bill.................................................................. ......1 2 3 4 5
Ease of understanding payment options.................................................. ......1 2 3 4 5
Ease of understanding the date payment is due.................................... ........1 2 3 4 5
Affordability of the electric service.................................................................1 2 3 4 5
Affordability of the water/wastewater service...............................................1 2 3 4 5
Affordability of the solid waste/trash/recycling service.................................1 2 3 4 5
Value of all the electric services for the price you pay............................. ......1 2 3 4 5
Value of all the water services for the price you pay......................................1 2 3 4 5
Value of all the solid waste and recycling services for the price you pay.......1 2 3 4 5
22. About how many times have you had in-person, phone,or email contact with an employee of City of Denton utilities
customer service staff over the last 12 months?
0 0 times4 skip to question 25 0 1-2 times 0 3-5 times 0 6-8 times 0 9 or more times
23. Why did you contact customer service? (Please select all that apply)
0 Ask a question or get information 0 Report an issue 0 Turn on or off services
0 Schedule or access a service 0 Make a complaint O Other
24. Please rate the customer service employee(s)you most recently interacted with on the following:
Excellent Good Fair Poor No opinion
Courtesy..................................................................................................1 2 3 4 5
Knowledge..............................................................................................1 2 3 4 5
Responsiveness.......................................................................................1 2 3 4 5
Timeliness of response ...........................................................................1 2 3 4 5
Overall impression..................................................................................1 2 3 4 5
Our last questions are about you and your household.Again,all of your responses to this survey are confidential.
25. How many years have you lived in Denton? 30. How much do you anticipate your household's total
0 Less than 2 years 0 11-20 years income before taxes will be for the current year?(Please
0 2-5 years 0 More than 20 years include in your total income money from all sources for
0 6-10 years all persons living in your household)
26. Which category contains your age? 0 Less than$25,000 0 $75,000 to$99,999
-64 0 75-84 0 $25,000 to$49,999 0 $100,000 to$149,999
-74 0 85+ 0 $50,000 to$74,999 0 $150,000 or more
31. Are you Spanish, Hispanic or Latino?
27. Which gender do you identify with most closely? 0 No, not Spanish, Hispanic, or Latino
0 Woman 0 Man 0 Another way 0 Prefer not to reply 0 Yes, I consider myself to be Hispanic or Latino
28. Which best describes the building you live in? 32. What is your race?(Mark one or more races to indicate
0 Single-family detached home what race you consider yourself to be.)
0 Townhouse or duplex(no units above or below you) 0 American Indian or Alaskan Native
0 Condominium or apartment(have units above or below you) 0 Asian,Asian Indian, or Pacific Islander
0 Mobile home 0 Black or African American
0 Other 0 White
29. Do you rent or own your home? 0 Other
0 Rent O Own O Other 0 Prefer not to reply
Thank you for completing this survey.PleaVoreturn the completed survey in the postage-
Page 3 of 3 paid envelope to:National Research Center,Inc.,PO Box 549,Belle Mead,NT 08502
Dear Denton Resident, Estimado residente de Denton,
The City of Denton is always working to ensure La ciudad de Denton trabaja continuamente para
a safe and cost-effective public utility service to asegurar servicios publicos seguros y de calidad
meet the needs of our residents and businesses. que satisfagan las necesidades de nuestra
As we plan for our future, we would like to hear ciudad.
from you! Your participation is very important — Mientras planeamos nuestro futuro, quisieramos
especially since your are one of only a small escuchar de usted! Su participacion es muy
number of residents being surveyed. importante, especialmente porque usted es uno
Please complete the survey online at the de los pocos residentes encuestados.
following link or wait for a paper survey to Por favor, complete la encuesta en espanol en
arrive in the mail in a few days: el siguiente link o espere unos dias hasta recibir
https://polco.us/xxplaceholder la encuesta en ingles por correo:
Please do not share your survey link. This https://polco.us/xxplaceholder
survey is for randomly selected residents only. No comparta el enlace de su encuesta. Esta
The City will conduct a separate survey that is encuesta es personal. La Ciudad Ilevara a cabo
open to all residents just a few weeks from now. una encuesta separada que estara abierta a
If you have any questions about the survey, todos los residentes dentro de unas semanas.
please call 940-349-8307. Si tiene alguna pregunta sobre la encuesta,
Thank you for helping create a better Denton! contactenos al 940-349-8307.
iGracias por ayudar a crear un mejor Denton!
c�
Sara Hensley
City Manager/Administrador de la Ciudad
Dear Denton Resident, Estimado residente de Denton,
The City of Denton is always working to ensure La ciudad de Denton trabaja continuamente para
a safe and cost-effective public utility service to asegurar servicios publicos seguros y de calidad
meet the needs of our residents and businesses. que satisfagan las necesidades de nuestra
As we plan for our future, we would like to hear ciudad.
from you! Your participation is very important — Mientras planeamos nuestro futu , quisie ro ramos
especially since your are one of only a small escuchar de usted! Su participacion es muy
number of residents being surveyed. importante, especialmente porque usted es uno
Please complete the survey online at the de los pocos residentes encuestados.
following link or wait for a paper survey to Por favor, complete la encuesta en espanol en
arrive in the mail in a few days: el siguiente link o espere unos dias hasta recibir
https://polco.us/xxplaceholder la encuesta en ingles por correo:
Please do not share your survey link. This https://polco.us/xxplaceholder
survey is for randomly selected residents only. No comparta el enlace de su encuesta. Esta
The City will conduct a separate survey that is encuesta es personal. La Ciudad Ilevara a cabo
open to all residents just a few weeks from now. una encuesta separada que estara abierta a
If you have any questions about the survey, todos los residentes dentro de unas semanas.
please call 940-349-8307. Si tiene alguna pregunta sobre la encuesta,
Thank you for helping create a better Denton! contactenos al 940-349-8307.
iGracias por ayudar a crear un mejor Denton!
Sara Hensley {
City Manager/Administrador de la Ciudad
Presorted
City Manager's Office First Class Mail
CITY
US Postage
215 E. McKinney St. PAID
OF Boulder,CO
Permit NO.94
DENTON Denton, TX 76201
Presorted
City Manager's Office First Class Mail
US Postage
CITY 215 E. McKinney St. PAID
OF Boulder,CO
Permit NO.94
DENTON Denton, TX 76201
98
41"t"Immm
DENTON 215 E. McKinney St., Denton, TX 76201 • (940) 349-8307
Dear City of Denton Resident: March 2023
Please help us shape the future of Denton! You have been selected at random to participate in the
2023 Denton Public Utility Survey. If you've already completed the survey online, thank you.
Please do not respond twice.
Please take a few minutes to fill out the enclosed survey. Your participation in this survey is very
important—especially since your household is one of only a small number being surveyed. Your
feedback will help Denton make important and lasting decisions that affect the public utility services
in our community.
A few things to remember:
• Your responses are confidential and no identifying information will be shared.
• You may return the survey by mail in the enclosed postage-paid envelope, or you can complete
the survey online at:
https://polco.us/xxplaceholder
Please do not share your survey link. This survey is for randomly selected residents only. The
City will conduct a separate survey that is open to all residents just a few weeks from now.
If you have any questions about the survey, please call (940) 349-8307.
Thank you for your time and participation!
Sincerely,
Sara Hensley / City Manager
Estimado residente de Denton, Marzo de 2023
iAyudenos a planificar al futuro de Denton! Usted ha sido seleccionado al azar para participar en la
Encuesta de Servicios P6blicos de Denton de 2023. Si ya complet6 la encuesta en linea, no
responda dos veces.
T6mese unos minutos para completar la encuesta adjunta. Su participaci6n en esta encuesta es muy
importante, especialmente porque su hogar es uno de los pocos encuestados. Sus comentarios
ayudaran a Denton a tomar decisiones importantes que afectaran el funcionamiento de los servicios
publicos de nuestra comunidad.
Algunas cosas para recordar:
• Sus respuestas son confidenciales. No se compartira ninguna informad6n de identificaci6n.
• Puede devolver la encuesta por correo en el sobre con franqueo prepagado, o puede completer
la encuesta online en espanol en:
https://polco.us/xxplaceholder
No comparta el enlace de su encuesta. Esta encuesta es personal. La Ciudad Ilevara a cabo una
encuesta separada que estara abierta a todos los residentes dentro de unas semanas.
Si tiene alguna pregunta sobre la encuesta, contactenos al (940) 349-8307.
iGracias por ayudar a crear un mejor Denton!
Sinceramente,
l-
Sara Hensley / Admir►itsti dory de la Ciudad
OUR CORE VALUES
Inclusion • Collaboration • Quality Servig • Strategic Focus • Fiscal Responsibility
ADA/EOE/ADEA www.cityofdenton.com TDD(800)735-2989
SUBJECT: Denton Utilities Survey 2023 — We want to hear from
you!
-------------------------------------
Dear City of Denton Resident,
The City of Denton is conducting a survey to assess the quality of
public utilities. You should have received a paper survey in the mail
within the past few days. If you haven't had the time to take the
survey, here's another chance.
Your participation in this survey is very important—your answers will
help the City of Denton to make decisions that affect your
community. Please complete the confidential survey online at:
https://polco.us/xxplaceholder
This email is unique to you. Please do not forward it. Doing so will
allow someone to respond on your behalf.
If you have any questions about the survey, please call (940) 349-
8307. Thank you for your time and participation!
Sincerely,
Sara Hensley
City Manager
The survey is being conducted by Polco, an independent third party,
on behalf of the City of Denton.
100
DCTADENTON
TRANSPORTCOUNTYATION
AUTHORITY
June 21, 2023
Ms. Sara Hensley
City Manager, City of Denton
215 E. McKinney Street
Denton, TX 76201
Dear Ms. Hensley:
Thank you for providing DCTA the question from your council members regarding the use of
GoZone vehicles to transport individuals between City of Denton cooling stations and shelters.
The safety and well-being of our riders is our highest priority, and we recognize the excessive
summer heat can present potential risks for many people.
Unfortunately, DCTA cannot provide GoZone vehicles outside of our Board-approved budget
and service plan for the purpose of transporting individuals between shelter locations and
cooling stations. Reassignment of vehicles in the fleet from our current service plan for this
purpose would have detrimental impacts on vehicle availability, wait times, and performance
across the DCTA system.
There are, however, solutions available for individuals needing to access these locations. It
appears that most of the cooling locations are within the GoZone boundaries in the City of
Denton. Both Our Daily Bread and the Salvation Army are also within the GoZone boundaries
for the City of Denton. Additionally, both Our Daily Bread and the Salvation Army are accessible
utilizing Denton Connect Route 3.
Customers needing to travel between cooling centers and shelters could purchase reduced fare
passes, if eligible, from any of our ticketing locations. This would enable them to ride GoZone
or Connect to any of the locations mentioned above. Alternatively, the City of Denton or
nonprofit organizations could utilize the DCTA Nonprofit Pass Program and purchase passes for
$1.50 each through our Community Relations Manager, Mary Worthington, at
mworthington(a)dcta.net or (972) 316-6121.
'1955 Lakeway Drive, Suite 260, Lewisville, TX 75057
972.221.4600 1 www.dcta.net
101
DENTON
DCTATRANSPORTCOUNTYATION
AUTHORITY
We recognize the importance of this issue and trust these options will be helpful in your efforts.
Should you have any additional questions, comments, or concerns, do not hesitate to contact
me directly at 972-316-6113 or peristina@dcta.net.
Sincerely,
/2��
Paul A. Cristina, Chief Executive Officer
c: Denton County Transportation Authority Board of Directors
Maurice Bell, Chief Operating Officer
Brittney Farr, Senior Director of Engagement and Administration
'1955 Lakeway Drive, Suite 260, Lewisville, TX 75057
972.221.4600 1 www.dcta.net
102
Policy and Worksession Requests
Counci Member Requestor Date Received Staff Assigned Department Comments
1 Inquiry into water testing for PFAS Council Member Meltzer 06/23/23 Michael Gange Environmental Services Information will be included in a In Progress
future Friday Report.
2 Inquiry regarding Civic Center pool hours. Council Member Holland 06/08/23 Gary Packan Parks Information will be included in a In Progress
future Friday Report.
3 Inquiry into disconnect policy in extreme weather Mayor Pro Tem Beck 06/23/23 Christa Foster,Tiffany Customer Service Information included in June 23 Complete
Thomson Friday Report.
a Shared residents'feedback on recycling audits Council Member Meltzer 06/22/23 Brian Boerner Solid Waste Shared with Department. Complete
5 Shared resident's concerns with local shelter Mayor Hudspeth 06/21/23 Danielle Shaw Community Services Shared with Department. Complete
management.
6 Request for staff to communicate with TxDOT to Mayor Hudspeth 06/21/23 Becky Diviney Capital Projects/Engineering Information included in June 23 Complete
expedite signals at Duchess and Loop 288 Friday Report.
7 Request for staff to contact resident regarding Mayor Hudspeth 06/21/23 Scott McDonald Development Services Staff contacted resident. Complete
annexation.
8 Inquiry into cancellation of Spring/Fall youth soccer Council Member McGee 06/20/23 Gary Packan Parks Information included in June 23 Complete
program Friday Report.
9 Inquiry into COVID-19 timeline Council Member Meltzer 06/20/23 Ryan Adams CMO Information included in June 23 Complete
Friday Report.
10 Shared residents'concerns regarding DDC and Mayor Hudspeth Mayor Pro Tem 06/20/23 Scott McDonald Development Services Information will be discussed at Complete
unauthorized conversion of home on Kayewood Beck July 25 Council Meeting.
11 Request for response to share regarding whom to Council Member Meltzer Mayor Pro 06/20/23 Jennifer Rainey CMO Information included in June 23 Complete
contact to assist with shelter transportation Tem Beck Friday Report.
12 Follow up inquiry regarding transportation options to Council Member Meltzer Mayor Pro 06/20/23 Sara Hensley CMO Information included in June 23 Complete
and from cooling stations and shelters Tem Beck Friday Report.
13 Inquiry in location of patching on Hollyhill Council Member Meltzer 06/19/23 Becky Diviney,Ethan Cox Capital Projects/Engineering Public Information included in June 23 Complete
Works-Streets Friday Report.
is Sharing resident's suggestions on Oak and Hickory Council Member Meltzer 06/19/23 Becky Diviney Capital Projects/Engineering Shared with Department. Complete
15 Sharing article regarding state parks funding Council Member Meltzer 06/17/23 Gary Packan Parks Shared with Department. Complete
16 Request for response to construction-caused internet Council Member Meltzer 06/16/23 Becky Diviney Capital Projects/Engineering Information included in June 23 Complete
outages Friday Report.
17 Inquiry regarding property acquisition near Clear Mayor Pro Tem Beck 06/11/23 Christine Taylor CMO To be discussed at June 27 Complete
Creek. Council Meeting.
18 Two-Minute Pitch:PEG multimodal path development. Council Member Meltzer 06/09/23 Becky Diviney,Gary Packan Capital Projects/Engineering Parks Scheduled for the July 18 Council Scheduled
meeting.
19 Two Minute Pitch:Workforce Development Fee. Council Member Meltzer 06/02/23 Danielle Shaw Community Services Scheduled for the June 27 Council Scheduled
meeting.
Exported on June 23,2023 3:52:31 PM CDT 103 Page 1 of 1
FY 22/23 Council Requests
Number of Requests Per Quarter Total Requests Made by Council Member Requests by Department
200 123 128 174 150 Community Svcs �
Enviro_Svc ■
100 100 Animal Svc
0 Strategic Svc
0 Capital Projects
0122123 Q2 so . 1 .
Water Utilities ■
CSO 1
HR
0 DME
S ,a :0* ..y ee e ca CMO
yCe 0� 0e yaa 110 e�y o-10a Library
�� Legal
Please Note:the total number of requests per council member or department may ka 0 Gr eat Qa� doe Fire a
not match,as several council members and/or departments may be associated a�a qeF G Police
with a single request. a�o�G Quo `acaoa Tech Services
Airport
0 Marketing&Comms
Customer Service 0
Economic Dev ■
Development Svc
Council Number of Pending Requests by Council Member Finance ■
Requests Audit
q Municipal Court 1
20 Procurement 1
19 11 Solid Waste&Recycling t1
10 4 5 Risk
- 0 0 1 1 Parks&Rec
0
Other
1 �1 �ayot Gera"\-6,?eIh Xc\ ,'60 9i`ao eecy- COS Nzo CX058McGee 9-600-wlec JceN6\a1\d 0 50 100 150
DE
104
City of Denton City Hall
215 E.McKinney St.
Meeting Calendar Denton,Texas 76201
U E NTO N www.cityofdenton.com
Criteria : Begin Date: 612312023, End Date: 9/30/2023
Date Time Meeting Body Meeting Location
June 2023
6/23/2023 1:00 PM Sustainability Framework Advisory CANCELED
Committee
6/23/2023 1:30 PM Southeast Denton Area Plan Steering Development Service Center
Committee
6/23/2023 5:00 PM City Council Development Service Center
6/24/2023 8:30 AM City Council Development Service Center
6/26/2023 9:00 AM Public Utilities Board Council Work Session Room
6/26/2023 10:00 AM Development Code Review Committee CANCELLED
6/26/2023 5:30 PM Zoning Board of Adjustment CANCELLED
6/26/2023 6:00 PM Special Citizens Bond Advisory Development Service Center
Committee
6/27/2023 2:00 PM City Council Council Work Session Room
Council Chambers
6/28/2023 10:00 AM Mobility Committee CANCELLED
6/28/2023 1:00 PM Civil Service Commission CANCELLED
6/28/2023 5:30 PM Planning and Zoning Commission Council Work Session Room
Council Chambers
July 2023
7/6/2023 8:00 AM Agenda Committee CANCELLED
7/6/2023 8:30 AM Economic Development Partnership CANCELLED
Board
7/10/2023 9:00 AM Public Utilities Board Council Work Session Room
7/10/2023 10:00 AM Development Code Review Committee CANCELLED
7/10/2023 5:30 PM Historic Landmark Commission Development Service Center
7/10/2023 5:30 PM Library Board Meeting Room at the South
Branch Library, 3228 Teasley
Lane, Denton, Texas
City of Denton Page 1 Printed on 6/23/2023
105
Meeting Calendar continued..
Date Time Meeting Body Meeting Location
7/10/2023 6:00 PM Parks, Recreation and Beautification Civic Center Community Room
Board
7/11/2023 9:00 AM Committee on the Environment Council Work Session Room
7/11/2023 6:00 PM Special Citizens Bond Advisory Development Service Center
Committee
7/12/2023 11:00 AM Economic Development Partnership Development Service Center
Board Training Rooms
7/12/2023 3:00 PM Airport Advisory Board Airport Terminal Meeting Room
7/13/2023 3:00 PM Health&Building Standards Development Service Center
Commission Training Rooms 1 and 2
401 N. Elm Street, Denton
7/14/2023 12:00 PM Community Services Advisory CANCELLED
Committee
7/17/2023 5:30 PM Traffic Safety Commission Development Service Center
7/18/2023 2:00 PM City Council Council Work Session Room
Council Chambers
7/19/2023 5:00 PM Planning and Zoning Commission Council Work Session Room
Council Chambers
7/20/2023 3:00 PM Committee on Persons with Disabilities Development Service Center
7/24/2023 9:00 AM Public Utilities Board Council Work Session Room
7/24/2023 10:00 AM Development Code Review Committee Development Service Center
7/25/2023 2:00 PM City Council Council Work Session Room
Council Chambers
7/26/2023 10:00 AM Mobility Committee Council Work Session Room
7/26/2023 12:00 PM Downtown Denton Tax Increment Development Service Center
Financing Zone No. 1 Board Training Rooms
7/28/2023 1:00 PM Sustainability Framework Advisory Council Work Session Room
Committee
7/31/2023 5:30 PM Internal Audit Advisory Committee Council Work Session Room
7/31/2023 5:30 PM Zoning Board of Adjustment Development Service Center
August 2023
8/1/2023 2:00 PM City Council Council Work Session Room
Council Chambers
8/3/2023 8:00 AM Agenda Committee Council Work Session Room
8/3/2023 8:30 AM Economic Development Partnership Development Service Center
Board Training Rooms
8/3/2023 4:00 PM Public Art Committee Civic Center Community Room
City of Denton Page 2 Printed on 6/23/2023
106
Meeting Calendar continued..
Date Time Meeting Body Meeting Location
8/5/2023 9:00 AM City Council Council Work Session Room
Council Chambers
8/7/2023 6:00 PM Parks, Recreation and Beautification Civic Center Community Room
Board
8/8/2023 9:00 AM Committee on the Environment Council Work Session Room
8/9/2023 11:00 AM Economic Development Partnership Development Service Center
Board Training Rooms
8/9/2023 3:00 PM Airport Advisory Board Airport Terminal Meeting Room
8/9/2023 5:00 PM Planning and Zoning Commission Council Work Session Room
Council Chambers
8/14/2023 10:00 AM Development Code Review Committee Development Service Center
8/14/2023 5:30 PM Historic Landmark Commission Development Service Center
8/14/2023 5:30 PM Library Board Meeting Room at the Emily
Fowler Central Library, 502
Oakland St., Denton, Texas
8/15/2023 2:00 PM City Council Council Work Session Room
Council Chambers
8/23/2023 10:00 AM Mobility Committee Council Work Session Room
8/23/2023 5:00 PM Planning and Zoning Commission Council Work Session Room
Council Chambers
8/25/2023 1:00 PM Sustainability Framework Advisory Council Work Session Room
Committee
8/28/2023 10:00 AM Development Code Review Committee Development Service Center
8/28/2023 5:30 PM Zoning Board of Adjustment Development Service Center
September 2023
9/5/2023 9:00 AM Committee on the Environment Council Work Session Room
9/7/2023 8:00 AM Agenda Committee Council Work Session Room
9/7/2023 8:30 AM Economic Development Partnership Development Service Center
Board Training Rooms
9/11/2023 10:00 AM Development Code Review Committee Development Service Center
9/11/2023 5:30 PM Historic Landmark Commission Development Service Center
9/11/2023 5:30 PM Library Board Meeting Room at the North
Branch Library, 3020 N. Locust,
Denton,Texas
9/11/2023 6:00 PM Parks, Recreation and Beautification Civic Center Community Room
Board
City of Denton Page 3 Printed on 6/23/2023
107
Meeting Calendar continued..
Date Time Meeting Body Meeting Location
9/12/2023 2:00 PM City Council Council Work Session Room
Council Chambers
9/13/2023 11:00 AM Economic Development Partnership Development Service Center
Board Training Rooms
9/13/2023 3:00 PM Airport Advisory Board Airport Terminal Meeting Room
9/19/2023 2:00 PM City Council Council Work Session Room
Council Chambers
9/22/2023 1:00 PM Sustainability Framework Advisory Council Work Session Room
Committee
9/25/2023 10:00 AM Development Code Review Committee Development Service Center
9/25/2023 5:30 PM Zoning Board of Adjustment Development Service Center
9/26/2023 2:00 PM City Council Council Work Session Room
Council Chambers
9/27/2023 10:00 AM Mobility Committee Council Work Session Room
9/27/2023 12:00 PM Downtown Denton Tax Increment Development Service Center
Financing Zone No. 1 Board Training Rooms
9/27/2023 5:00 PM Planning and Zoning Commission Council Work Session Room
Council Chambers
City of Denton Page 4 Printed on 6/23/2023
108
Tentative Work Session Topics and Meeting Information
Updated: June 23, 2023
Meeting Date Item Legistar ID Departments Involved Type Estimated Time
June 23,2023
City Council Retreat-Day 1(@5:00 p.m.) City Council Retreat-Day 1 23-562 City Manager's Office City Business 2:00
At the Development Service Center
June 24,2023 Ethics Training 1 23-1223 linternal Audit 1CtyBusiness 1 0:20
City Council Retreat-Day 2(@8:30 a.m.)
At the Development Service Center City Council Retreat-Day 2 23-562 City Manager's Office City Business 8:00
A. Fiscal Year 2022-23 Annual Internal Audit Plan 23-1173 Internal Audit City Business 0:15
B. Capital Improvement Program Budget 23-268 Finance City Business 1:00
June 27,2023 C. Police Department Update 23-601 Police City Business 0:30
D. Comprehensive Diversion Ordinance 23-383 Solid Waste City Business 0:45
Work Session Meeting
(@ :30 E. Council Member Appointments to Boards and Committees 23-1136 City Manager's Office City Business 0:45
Special Called Meeting(@6:30 p.m.)
F.Two-Minute Pitch:Meltzer J23-217 City Manager's Office Council Request 0:30
[Continuous Meeting]
Closed Meeting Item(s): Legal(if any City Business 0:30
Total Est.Time: 4:15
Other Major Items for Meeting:
July 4,2023 NO MEETING-Independence Day Holiday and Summer Break
A. Utility Budgets&Rates 23-270 Finance City Business 0:45
B. Downtown Denton Ambassador Program Pilot 23-651 Community Development City Business 0:45
July 18,2023 C.SCBAC Presentation-2023 Bond Recommendations 23-1233 Finance City Business 1:00
Work Session(@2:00 p.m.) D.Two-Minute Pitch: 23-218 City Manager's Office Council Request 0:30
Regular Meeting(@6:30 p.m.) Closed Meeting Item(s): Legal(if any) City Business 0:30
Total Est.Time: 3:30
Other Major Items for Meeting:
A. Update on 88th Legislative Session 23-963 City Manager's Office City Business 1:30
July 25,2023 B. 2023 Bond Follow-up 23-1242 IFinance City Business 1:00
Work Session(@2:00 p.m.) C.Two-Minute Pitch: 23-219 ICity Manager's Office Council Request 0:30
Special Called Meeting(@6:30 p.m.) Closed Meeting Item(s): Legal(if any) City Business 0:30
[Continuous Meeting] Total Est.Time: 3:30
Other Major Items for Meeting:
August 1,2023 A. Northeast Denton Area Plan 23-1193 IPlanning I City Business 2:00
Joint Council with Planning&Zoning Commission
Workshop
(@ 11:00 a.m.) Closed Meeting Item(s): Legal(if any) City Business 0:30
At the Development Service Center Total Est.Time: 2:30
A. Audit Follow-up 23-595 Internal Audit City Business 0:15
B. Audit Follow-up 23-925 Internal Audit City Business 0:15
C. Bell/Eagle Intersection Traffic Analysis 23-440 Capitol Projects/Engineering City Business 0:30
August 1,2023 D. 2023 Bond Follow-up 23-1243 Finance City Business 0:45
Work Session(@2:00 p.m.) E. Construction 101-the Life Cycle of a Project 23-1124 Engineering City Business 0:45
Regular Meeting(@6:30 p.m.) F.Two-Minute Pitch: 23-220 City Manager's Office Council Request 0:30
Closed Meeting Item(s):City Manager and City Attorney Annual Reviews Legal(if any) City Business 0:30
Total Est.Time: 3:30
Other major Items for Meeting:
August 5,2022(Saturday) A. Budget Workshop 23-272 Finance City Business 8:00
Budget Workshop(@9:00 a.m.)
At the Development Service Center
Total Est.Time: 8:00
A. Fiscal Year 2023-24 Annual Audit Plan 23-597 Internal Audit City Business 0:30
B. Audit Project 005-Utility Street Cuts Second Follow-up 23-596 Internal Audit City Business 0:15
C. Budget Follow-up 23-273 Finance City Business 1:00
August 15,2023 Environmental Services
Work Session(@2:00 p.m.) D.Wildlife Corridors 23-1057 &Sustainability City Business 0:30
Regular Meeting(@6:30 p.m.) E.Two-Minute Pitch: 23-221 City Manager's Office Council Request 0:30
Closed Meeting Item(s):Internal Auditor and Municipal Judge Annual Reviews Legal(if any) City Business 0:30
Total Est.Time: 3:15
Other Major Items for Meeting:
September 5,2023 NO MEETING-Day after Labor Day(Sept 4)
A.Budget Follow-up 23-275 Finance City Business 1:00
September 12 B. Public Health Official TBD City Manager's Office Council Request TBD
Work Session(@2:00 p.m.) Beck(06/6/2023)
Special Called Meeting(@6:30 p.m.)
Closed Meeting Item(s): Legal(if any) City Business 0:30
If needed for Budget Total Est.Time: 1:30
Other Major Items for Meeting:
A. Audit Project 033-Pedestrian&Cyclist Safety 23-425 Internal Audit City Business 0:30
B. Aquatics Master Plan 23-683 Parks&Recreation City Business 0:30
C. Election Day Holiday TBD Human Resources City Business TBD
September 19 D. Stormwater Master Plan 23-1123 Engineering City Business 0:30
Work Session(@2:00 p.m.) E. Community Rating System 23-1234 Engineering City Business 0:30
Regular Meeting(@6:30 p.m.) F.Two-Minute Pitch: 23-222 City Manager's Office Council Request 0:30
Closed Meeting Item(s): Legal(if any) City Business 0:30
Total Est.Time: 3:00
Other Major Items for Meeting:
A. Audit Project 034-Fire Prevention 23-593 Internal Audit City Business 0:30
B. Climate Action and Adaptation Plan 23-937 Env.Svcs.&Sustainability City Business 1:00
September 26 C. Roadway Impact Fees 23-1125 Engineering City Business 0:30
Work Session(@2:00 p.m.)
Special Called Meeting(@6:30 p.m.) D.Two-Minute Pitch: 23-223 City Manager's Office Council Request 0:30
Closed Meeting Item(s): Legal(if any) City Business 0:30
Total Est.Time: 3:00
Other Major Items for Meeting:
October 3,2023 1 NO MEETING-National Night Out
October 17,2023 A. Northeast Denton Area Plan 1 23-1194 IPlanning I City Business 2:00
Joint Council with Planning&Zoning Commission
Workshop(@ 11:00 a.m.) Closed Meeting Item(s): Legal(if any) City Business 0:30
At the Development Service Center Total Est.Time: 2:30
October 17
Work Session(@2:00 p.m.) A.Two-Minute Pitch: 23-224 City Manager's Office Council Request 0:30
Regular Meeting(@6:30 p.m.) Closed Meeting Item(s): Legal(if any) City Business 0:30
Total Est.Time: 1:00
Other Major Items for Meeting:
October 24
Work Session(@2:00 p.m.) A.Two-Minute Pitch: 23-225 City Manager's Office Council Request 0:30
Special Called Meeting(@6:30 p.m.) Closed Meeting Item(s): Legal(if any) City Business 0:30
Total Est.Time: 1:00
Other Major Items for Meeting:
.This is for planning purposes only.Dates are subject to change. 109
Meeting Date Item Legistar ID Departments Involved Type Estimated Time
A. Audit Project 035 Staff Recruitmet&Hiring 23-594 Internal Audit City Business 0:30
A. DCTA Quarterly Update 23-466 JEngineering City Business 0:30
November
Work Session(@2:00 p.m.) B.Two-Minute Pitch: 23-226 City Manager's Office Council Request 0:30
Regular Meeting(@6:30 p.m.)
Closed Meeting Item(s): Legal(if any) City Business 0:30
Total Est.Time: 2:00
Other Major Items for Meeting:
November14
Work Session(@2:00 p.m.)
Special Called Meeting(@6:30 p.m.) A.Two-Minute Pitch: 23-227 City Manager's Office Council Request 0:30
Closed Meeting Item(s): Legal(if any) City Business 0:30
Total Est.Time: 1:00
Other Major Items for Meeting:
November 21,2023 NO MEETING-Thanksgiving Week
Item Legistar ID Departments Type Estimated Work
Session Date
MUD's and MMD's 23-652 Deveopment Services City Business 1:00
Work Session Items to be Determined Denton Renewable Resource Plan TBD DME City Business TBD
Item Dates Departments Type Estimated Work
Council Priorities and Significant Work Plan Items
to be Scheduled
Item Date Approved Department Estimated Hours to Complete Requestor
RFP for a Downton Parking Survey 10-18-2022 Economic Development TBD CM Davis
Approved Council Pitches to be Scheduled ITowing Enforcement Signage 2-7-2023 TBD CM Davis
*This is for planning purposes only.Dates are subject to change. 110
1 Street Closure Report: Upcoming Closures smartsheet
SCR June 26th - July 2nd
Street/Intersection Department Contact
1 Green Oaks St(2300) Dunes St Cooper Branch 07/05/23 07/21/23 Valley Gutter Repair Streets Roy San Miguel
2 Industrial St Bell St Mulberry St 07/05/23 08/29/23 Utility installation Engineering Seth Garcia
3 Maple St Carroll Blvd Elm St 07/05/23 08/31/23 Utility installations and pavement replacement. Engineering Scott Fettig
4 Myrtle St Maple St Highland St 07/05/23 08/31/23 Utility installations and pavement replacement. Scott Fettig
5 Myrtle St. Eagle Dr Maple St 07/05/23 08/31/23 Utility installations and pavement replacement. Engineering Scott Fettig
6 Oak St Mounts Ave Fulton St 06/30/23 07/28/23 Wastewater Collections will be installing a new Wastewater Tiffany Sherrane
sewer main lines and services.
7 Pierce St Maple St Highland St 07/05/23 08/31/23 Utility installations and pavement replacement. Scott Fettig
8 Stallion St Lakeview Blvd Oak Creek Ln 07/03/23 08/11/23 Street Concrete Panel Repair Streets Roy San Miguel
Exported on June 23,2023 11:47:23 AM CDT 111
2 Street Closure Report: Current Closures smartsheet
Street/Intersection From r To ulosure a Description Department Ir Department Contact
Date I
1 Augusta Dr Colonial Dr Augusta Dr(2900) 07/11/22 07/10/23 Utility installations and Engineering Scott Fettig
pavement replacement.
2 Avenue S Prairie St Dead End South 03/06/23 07/01/23 Utility installations and Engineering Scott Fettig
pavement replacement.
3 Azalea St Parvin St Laurel St 05/30/23 08/01/23 Utility installations and Engineering Scott Fettig
pavement replacement.
4 Bailey St Willson St Dead End South 01/30/23 07/07/23 Utility installations and Engineering Scott Fettig
pavement replacement.
5 Bernard St Acme St Roselawn Dr 05/30/23 09/01/23 Utility installations and Engineering Scott Fettig
pavement replacement.
6 Bonnie Brae St Riney Rd University Dr(HW 380) 04/24/23 06/30/23 (2)8x16 TSV&8"WL Private Development Public Jeremiah Tillman-David
Installation Works Inspections
7 Bonnie Brae St Riney Rd Windsor Dr 03/10/23 07/31/23 Urbana at Bonnie Brae:Public Public Works Inspections Jeremiah Tillman-David
Paving
8 Bradshaw St Hickory St McKinney St 03/21/22 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
9 Bradshaw St Prairie St Sycamore St 03/13/23 07/17/23 Utility installations and Engineering Scott Fettig
pavement replacement.
10 Bradshaw St Wilson St Prairie St 01/30/23 08/01/23 Utility installations and Engineering Scott Fettig
pavement replacement.
11 Brook Hollow Dr Greenway Dr Carriage Hill Rd 10/07/22 07/10/23 Utility installations and Engineering Scott Fettig
pavement replacement.
12 Brookfield Ln(2603) Woodhaven St Emerson Ln 06/20/23 07/07/23 Curb an Valley Gutter repair Streets Roy San Miguel
13 Camellia St Parvin St Laurel.St 05/30/23 08/01/23 Utility installations and Engineering Scott Fettig
pavement replacement.
14 Carriage Hill Thunderbird Dr. Brookhollow Dr. 06/05/23 07/31/23 Pavement replacement. Engineering Scott Fettig
15 Carroll Blvd SB Parkway St Oak St 05/08/23 08/14/23 Concrete Panel Repair Streets Roy San Miguel
Clover Ln Robinwood Ln Glenwood Ln 12/09/22 07/10/23 Water Distribution will be Water Tiffany Sherrane
16 installing a new main line and
services.
17 Colonial Dr Thunderbird Dr Dead End South 07/11/22 07/10/23 Utility installations and Engineering Scott Fettig
pavement replacement.
18 Cordell St(1229) Fulton St Crescent St 06/26/23 07/14/23 Curb and Road repair Streets Roy San Miguel
19 Crawford St Hickory St McKinney St 03/21/22 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
20 Greenway Dr Thunderbird Dr Dead End South 07/11/22 07/10/23 Utility installations and Engineering Scott Fettig
pavement replacement.
21 Greenway Dr Thunderbird Dr Windsor Farms Dr 10/07/22 07/10/23 Utility installations and Engineering Scott Fettig
pavement replacement.
22 Hattie St Paisley St McKinney St 03/21/22 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
23 Hickory Creek Rd Riverpass Dr FM 1830 03/13/23 12/31/24 Bridge Installation Engineering Dustin Draper
24 Hickory St Exposition St Ruddell St 05/02/22 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
25 Highland St Locust St Wainwright St 01/30/23 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
26 Lakewood Dr Greenway Dr Carriage Hill Rd 10/07/22 07/10/23 Utility installations and Engineering Scott Fettig
pavement replacement.
27 Locust St Hickory St Oak St 06/05/23 07/14/23 Installation of Diagonal Engineering Robin Davis
Crosswalks
28 Maddox St Prairie St Dead End 03/20/23 07/10/23 Utility installations and Engineering Scott Fettig
pavement replacement.
29 Mayhill Rd @ Spencer Rd 03/28/23 06/30/23 Water main tie-in and turn lane Public Works Inspections Ryan Cuba
addition
Exported on June 23,2023 11:47:31 AM CDT 112
I I Closure Start
Street/Intersection From Date Description Department Department Contact
30 McKinney St Crawford Rd Audra Ln 05/19/22 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
31 McKinney St Mayhill Rd Ryan Rd 05/04/23 07/31/23 Turn lane Public Works Inspections Ryan Cuba
32 Mill St Allen St Johnson St 01/17/23 07/28/23 Utility Replacement Engineering Seth Garcia
33 Mill St Allen St Robertson St 02/27/23 07/28/23 Utility installation and roadway Engineering Seth Garcia
reconstruction
34 Myrtle St. Fort Worth Dr. Eagle Dr. 06/05/23 09/28/23 Utility installations and Engineering Scott Fettig
pavement replacement.
35 Oak St Crawford St Wood St 04/04/22 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
36 Oak St E Locust St Austin St 06/05/23 07/14/23 Installation of Diagonal Engineering Robin Davis
Crosswalks
37 oak street Thomas Bonnie Brae 06/16/23 06/30/23 installing underground utilities Public Works Inspections Lee Thurmond
open cut roadway
38 Ottawa Dr Great Bear Ln Wind River Ln 05/29/23 07/06/23 Street Panel and Sidewalk Streets Roy San Miguel
Repair
39 Park Access Rd Windsor Dr Riney Rd 12/15/22 07/31/23 Urbana Bonnie Brae Project: Private Development Public Jeremiah Tillman-David
Water,Sewer,Storm,Paving. Works Inspections
Plum Hollow St Sagewood St Shadow Trl 05/30/23 07/15/23 This work includes road Other Taylor Holt
40 reconstruction with subgrade
stabilization,asphalt paving,
and concrete curb and gutter.
Robinwood Ln Kayewood Dr Emerson Ln 12/09/22 07/10/23 Water Distribution will be Water Tiffany Sherrane
41 installing a new main line and
services.
42 Roselawn St Bernard St Fort Worth Dr 06/20/23 06/28/23 Utility work Engineering Seth Garcia
43 Smith St Johnson St Bell Ave 01/30/23 07/31/23 Utility installations and Engineering Scott Fettig
pavement replacement.
44 Smith St Dallas Dr(Hwy 77) Hill St 03/06/23 08/31/23 Utility installations and Engineering Scott Fettig
pavement replacement.
45 Sycamore St Industrial St Wainwright St 04/24/23 07/11/23 Roadway&Utilities Engineering Seth Garcia
46 Sycamore St Exposition St Crawford St 03/13/23 07/17/23 Utility installations and Engineering Scott Fettig
pavement replacement.
47 Thunderbird Dr. Colonial Dr. Crestmeadow St. 06/05/23 07/31/23 Utility installations and Engineering Scott Fettig
pavement replacement.
48 Val Verde Ct Montecito Rd Dead End East 05/19/23 06/30/23 Mill and Overlay Streets Jeff Jones
49 Wainwright St Prairie St Sycamore St 04/24/23 07/11/23 Roadway,utilities Engineering Seth Garcia
50 Wainwright St Highland St Prairie St 03/13/23 07/14/23 Utility installations and Engineering Scott Fettig
pavement replacement.
Willow Stone St Pheasant Hollow St Shadow Trl 05/30/23 07/15/23 This work includes road Other Taylor Holt
51 reconstruction with subgrade
stabilization,asphalt paving,
and concrete curb and gutter.
52 Wisteria St Parvin St Laurel St 05/30/23 08/01/23 Utility installations and Engineering Scott Fettig
pavement replacement.
53 Wood St McKinney St Hickory St 04/11/22 06/30/23 Utility installations and Engineering Scott Fettig
pavement replacement.
54 Woodrow Ln McKinney St Troy H Lagrone Dr 02/20/23 07/05/23 Water tie in Public Works Inspections Ryan Cuba
Exported on June 23,2023 11:47:31 AM CDT 113
3 Street Closure Report: Completed Closures smartsheet
Intersection • To Date
Date
Closure End Description Department Department
1 Angelina Bend Dr San Gabriel Dr Angelina Bend Dr(1416) 01/17/23 05/31/23 Street Reconstruction Engineering Dustin Draper
2 Churchill Dr Nottingham Dr Burning Tree Ln 05/15/23 06/16/23 Pipe bursting sewer pipe Public Works Inspections Armando Beltran
3 Fulton St Crescent St Cordell St 05/08/23 06/16/23 Replacing public utilities in Public Works Inspections Lee Thurmond
roadway/intersection
4 Hickory St Elm St Austin St 03/20/23 06/06/23 Installation of Diagonal Engineering Robin Davis
Crosswalks
5 Locust St Walnut St Oak St 03/20/23 06/06/23 Installation of Diagonal Engineering Robin Davis
Crosswalks
Mistywood Ln Robinwood Ln Sherwood Ln 12/09/22 06/15/23 Water Distribution will be Water Tiffany Sherrane
6 installing a new main line and
services.
7 Myrtle St Eagle Dr Fort Worth Dr 04/05/23 06/09/23 Relocating gas main and Atmos Zabdiel Mote
service lines.
8 Oak St Thomas St Bonnie Brae St 06/08/23 06/16/23 Work on the DME substation Public Works Inspections Lee Thurmond
9 Riesling Dr Rhone Dr Merlot Dr 05/01/23 06/08/23 Concrete Panel and Sidewalk Streets Roy San Miguel
Repair
10 Sandy Creek Dr Angelina Bend Dr Angelina Bend Dr 05/18/23 06/23/23 Street Reconstruction Engineering Dustin Draper
Windsor Dr Burning Tree Ln Nottingham Dr 05/15/23 06/05/23 Shoulder closure-to locate a Public Works Inspections Armando Beltran
11 waterline for pipe bursting
project.
Exported on June 23,2023 11:47:42 AM CDT 114