HomeMy WebLinkAbout062323 Friday Staff Report
City Manager’s Office
215 E. McKinney St., Denton, TX 76201 (940) 349-8307
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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.
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 el ectricity, 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 Tem 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 Tem 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
homelessoutreach@cityofdenton.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 Olivia@unitedwaydenton.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
Tem 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@cityofdenton.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 Tem 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, Björk, 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
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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 .......................................................................................................111
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and Outdoors Survey
September 2022
8001 Terrace Ave. Middleton, WI 53562
info.polco.us • 608-709-8683
2023 Denton Utilities Survey
City of Denton, Texas
Report of Results
June 2023
10
2023 Denton Utilities Survey
June 2023
Report of Results
2
Table of Contents
Executive Summary ....................................................................................................................................................... 4
Survey Background ....................................................................................................................................................... 7
Survey Results .............................................................................................................................................................. 9
Overall Quality of Denton’s Public Utilities .......................................................................................................................... 9
Electric Service ............................................................................................................................................................... 10
Water and Wastewater Service ........................................................................................................................................ 14
Solid Waste and Recycling Service ................................................................................................................................... 19
Utility Billing ................................................................................................................................................................... 22
Customer Satisfaction..................................................................................................................................................... 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
Understanding the 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
Appendix F: Survey Methodology ................................................................................................................................. 80
Hallmarks of a “Probability” Survey .................................................................................................................................. 80
Developing the Questionnaire .......................................................................................................................................... 80
Selecting Survey Recipients ............................................................................................................................................. 81
Survey Administration and Response Rate ........................................................................................................................ 81
Survey Processing (Data Entry) ........................................................................................................................................ 82
Weighting the Data .......................................................................................................................................................... 82
Statistical Analysis ......................................................................................................................................................... 83
Appendix G: Survey Materials ...................................................................................................................................... 84
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2023 Denton Utilities Survey
June 2023
Report of Results
3
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
Figure 4: 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
Figure 9: 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
Figure 15: 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
Figure 19: 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
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2023 Denton Utilities Survey
June 2023
Report of Results
4
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.
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2023 Denton Utilities Survey
June 2023
Report of Results
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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 28th, 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 Subgrou ps
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.
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).
54%
58%
64%
31%
32%
29%
11%
7%
5%
3%
3%
2%
Overall quality of the trash and
recycling services
Overall quality of the water and
wastewater service
Overall quality of the electric
service
Percent of respondents
Excellent Good Fair Poor
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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.
*At least 30% of respondents selected “don’t know” in response to the opportunities for energy efficiency at
home or business (32%).
40%
40%
48%
50%
66%
37%
40%
36%
34%
28%
77%
80%
84%
84%
94%
Opportunities for energy efficiency at home or
business
Ease of obtaining information through the City's
website
Quality of electricity-related customer
communications
Ease of reporting an electricity outage
Reliability of the electric service
Percent of respondents
Excellent Good
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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?
35%
45%
56%
81%
29%
22%
28%
17%
64%
67%
84%
98%
Showing a good example to others
Climate change
Saving natural resources
Savings on energy bills
Percent of respondents
Major motivation Moderate motivation
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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?
* Totals may equal more than 100% since respondents could select multiple options.
7%
40%
44%
52%
60%
79%
79%
87%
95%
96%
Other
Installing a programmable thermostat to set a schedule
matching when home/in-office and away
Insulating and/or air sealing home to reduce heat/cold
loss and draughts
Turning off all relevant appliances at the switch
(reducing standby power)
Replacing old appliances with energy efficient ones
Replacing incandescent lights with LED light
Running washing machines and/or dishwashers only
with a full load
Using blinds or window coverings to control room
temperature
Keeping windows and doors closed when the heating/AC
system is on
Turning off lights when they are not needed
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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?
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?
FIGURE 7: ELECTRIC VEHICLES CHARGING SOURCES
How many hours per week do you charge at these types of chargers?
Yes, 29%
No, 71%
Yes, 2%
No, 98%
63%
63%
59%
37%
37%
43%
41%
29%29%
Free Public Charger
For-Fee Public Charger
At Home 240 Volts
At Home 120 Volts
Percent of respondents
None 1-10 hrs 11-20 hrs 21-30 hrs
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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.
*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%).
29%
38%
38%
48%
44%
67%
29%
36%
40%
32%
42%
28%
59%
74%
78%
80%
86%
94%
Access to conservation programs like leak
detection, billing credits
Opportunities for water efficiency at home or
business
Ease of obtaining information through the City's
website
Ease of reporting a water/wastewater leak or
outage
Quality of Information provided in water customer
communications
Reliability of the water service
Percent of respondents
Excellent Good
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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?
* Totals may equal more than 100% since respondents could select multiple options.
5%
9%
44%
45%
50%
57%
65%
Other
Using water tanks to collect rainwater
Installing low-flow high-pressure shower heads
Using efficient irrigation for plants and gardens
Replacing older toilets with low-flow models
Soaking/scraping dishes rather than rinsing
Watering no more than twice a week to encourage
deep root systems
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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?
* Totals may equal more than 100% since respondents could select multiple options.
8%
3%
5%
8%
19%
23%
70%
Other
I have the right to use any amount of water whenever,
however I want
I don’t have the time to fix my water system
I don’t know how to conserve water
I don’t know if my conservation efforts are effective
I don’t have the resources to fix my water system
I don’t think I am wasting water
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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.
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.
40%41%16%3%
Percent of respondents
Essential Very important Somewhat important Not at all important
24%
36%
41%
48%
17%
32%
20%
30%
20%
20%
23%
15%
39%
13%
16%
7%
Helping residents solve drainage
problems on their property
Building projects that reduce local
flooding
Improving the water quality in the
local rivers and ponds
Maintaining the stormwater
drainage systems
Percent of respondents
Most important Second most important Third most important Fourth most important
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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.
21%
35%
44%
54%
15%
38%
15%
25%
16%
19%
25%
18%
49%
8%
16%
3%
Preventing excess landscape overwatering that runs
off into adjacent walkways, roadways, gutters, etc
Preventing trash and debris (e.g., plastics, cups,
Styrofoam) from entering the waterways
Reducing flooding caused by high-intensity, short-
duration storms
Preventing pollution (e.g., lawn chemicals, fecal
matter, oil, grease) from entering the waterways
Percent of respondents
Most important Second most important Third most important Fourth most important
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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.
37%
42%
45%
40%
50%
58%
65%
41%
37%
35%
43%
37%
32%
28%
78%
79%
80%
83%
87%
90%
93%
Ease of obtaining information through the City's
website
Ease of contacting the solid waste services staff
Opportunities for recycling at home or business
Quality of solid waste services communications
Reliability of bulky waste service
Reliability of the yard waste & brush service
Reliability of residential solid waste and recycling
service
Percent of respondents
Excellent Good
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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?
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.
* Totals may equal more than 100% since respondents could select multiple options.
49%20%16%6%8%
Percent of respondents
Always Usually Sometimes Rarely Never
25%
6%
13%
15%
21%
31%
35%
Some other reason (Please specify)
I don’t think it helps the environment
Takes too much time/effort
I don’t have space for a bin
I don’t know what’s recyclable
I don’t have the option to recycle
I don’t have a recycling bin
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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.
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?
Yes, 15%
No, 85%
54%46%
Percent of respondents
Very satisfied Satisfied Unsatisfied Very unsatisfied
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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?
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.
* Totals may equal more than 100% since respondents could select multiple options
Paperless billing:
utility bill is
received
electronically via
email or text, 45%
Paper bill: utility
bill is mailed to
my address, 54%
Don’t know, 1%
2%
4%
6%
13%
28%
86%
I’ve tried to establish electronic payments on my
account, but the website/process was too complicated
I don’t know how to establish electronic payments on my
account
I don’t have access to a computer
I don’t trust electronic payments
I need a paper utility bill for other reasons, i.e., to show
proof of residency or utilize landfill services
I prefer a paper bill
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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:
31%
35%
35%
38%
37%
33%
57%
58%
66%
36%
35%
35%
35%
35%
42%
34%
33%
29%
67%
70%
70%
73%
73%
75%
91%
92%
95%
Affordability of the water/wastewater service
Value of all the water services for the price you pay
Affordability of the electric service
Value of all the solid waste and recycling services
for the price you pay
Value of all the electric services for the price you
pay
Affordability of the solid waste/trash/recycling
service
Ease of understanding the bill
Ease of understanding payment options
Ease of understanding the date payment is due
Percent of respondents
Excellent Good
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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?
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?
* Totals may equal more than 100% since respondents could select multiple options
35%41%17%3%3%
Percent of respondents
0 times 1-2 times 3-5 times 6-8 times 9 or more times
17%
22%
50%
55%
Other
Make a complaint
Turn on or off services
Report an issue
Schedule or access a service
Ask a question or get information
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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:
67%
66%
66%
68%
72%
26%
29%
30%
28%
25%
4%
5%
Timeliness of response
Knowledge
Responsiveness
Overall impression
Courtesy
Percent of respondents
Excellent Good Fair Poor
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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
Which best describes the building you live in?
Percent of
respondents
Number of
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
from all sources for all persons living in your household)
Percent of
respondents
Number of
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
you consider yourself to be)
Percent of
respondents
Number of
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
your energy consumption?
Major
motivation
Moderate
motivation
Minor
motivation
Not a
motivation
No
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
consumption?
Major
motivation
Moderate
motivation
Minor
motivation
Not a
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 13I 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
mitigation improvements.
Percent of
respondents
Number of
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
(Read all four initiatives before making your choices) Most important
Second most
important
Third most
important
Fourth most
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
(Read all four actions before making your choices).
Most
important
Second most
important
Third most
important
Fourth most
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? 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 1% N=3
Total 100% N=339
TABLE 33: QUESTION 20
If you do not currently use paperless billing for your utility bill, please indicate why not.
(Select all that apply)
Percent of
respondents
Number of
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
complicated
2% N=4
I need a paper utility bill for other reasons, i.e., to show proof of residency or utilize landfill services 28% 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
utilities customer service staff over the last 12 months?
Percent of
respondents
Number of
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
interacted with on the following: Excellent Good Fair Poor
No
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.
• I can do better in my efforts to save more water (as a household)
• I have a large sodded yard
• I live in a rental property.
• I live in an apartment.
• I 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.
• I 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.
• I rent my home.
• I rent.
• I THINK I AM.
• I 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.
• I 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 it!.
• 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
rea sons 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 it!.
• I bin for all hard pushing for cleaner containers.
• I DO ALL THAT I KNOW HOW TO.
• I don't like sorting trash.
• I just forget
• I live in an apartment complex and we don't have bins.
• I 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.
• I 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
DISTRICT 1
DISTRICT 2
DISTRICT 3
DISTRICT 4
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TABLE 40: QUESTION 1 COMPARED BY COUNCIL DISTRICT
Percent rating positively (e.g., excellent / good)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
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
Percent rating positively (e.g., excellent / good)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
Reliability of the electric service
94% 95% 88% 95% 93%
Ease of obtaining information through the City's website 89%
C
78% 74% 81% 80%
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
Below are several ways to save energy. Which of the following, if any, do you do or use? (Select all
that apply)
Council District Overall
District
1
District
2
District
3
District
4 Overall
(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
Percent rating positively (e.g., major motivation / moderate motivation)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
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
Percent rating positively (e.g., yes)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
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
Percent rating positively (e.g., yes, as a primary vehicle / yes, as a secondary vehicle)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
Does your household use an electric vehicle? 0% 4% 3% 2% 2%
TABLE 46: QUESTION 7 COMPARED BY COUNCIL DISTRICT
Percent rating positively (e.g., at least one hour per week)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
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
Percent rating positively (e.g., excellent / good)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
Reliability of the water service 93% 96% 94% 92% 94%
Ease of obtaining information through the City's website 90%
C D
77% 71% 74% 78%
Quality of Information provided in water customer communications 90% 82% 81% 87% 86%
Ease of reporting a water/wastewater leak or outage 86%
C
80% 70% 79% 80%
Ease of reporting a water/wastewater leak or outage 86%
C
80% 70% 79% 80%
Opportunities for water efficiency at home or business 82%
D
78% 68% 64% 74%
Access to conservation programs like leak detection, billing credits 69%
C
61% 47% 52% 59%
TABLE 48: QUESTION 9 COMPARED BY COUNCIL DISTRICT
Below are several ways to save water. Which of the following, if any, do you do or use? (Select all
that apply)
Council District Overall
District
1
District
2
District
3
District
4 Overall
(A) (B) (C) (D) (A)
Soaking/scraping dishes rather than rinsing 72%
D
57% 54% 45% 57%
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%
A B C
45%
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
What prevents you from conserving water? (Select all that apply)
Council District Overall
District 1 District 2 District 3 District 4 Overall
(A) (B) (C) (D) (A)
I don’t know if my conservation efforts are effective 15% 25% 18% 18% 19%
I don’t think I am wasting water 70% 66% 69% 77% 70%
I don’t know how to conserve water 7% 13% 3% 3% 8%
I don’t have the time to fix my water system 2% 10% 3% 2% 5%
I don’t have the resources to fix my water system 25% 27% 18% 14% 23%
I 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
Percent rating positively (e.g., essential / very important)
Council District Overall
District
1
District
2
District
3
District
4
(A) (A) (B) (C) (D)
Please indicate how important, if at all, you think it is for the City of Denton to make stormwater
mitigation improvements.
87%
D
84%
D
82% 70% 81%
TABLE 51: QUESTION 12 COMPARED BY COUNCIL DISTRICT
Percent rating positively (e.g., most important / second most important)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
Maintaining the stormwater drainage systems 79% 74% 81% 76% 78%
Building projects that reduce local flooding 76% 75%
C
61% 62% 68%
Helping residents solve drainage problems on their property 54%
C D
48%
C
26% 34% 41%
Improving the water quality in the local rivers and ponds 72%
B D
56% 64% 56% 61%
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TABLE 52: QUESTION 13 COMPARED BY COUNCIL DISTRICT
Percent rating positively (e.g., most important / second most important)
Council District Overall
District
1
District
2
District
3
District
4
(A) (A) (B) (C) (D)
Reducing flooding caused by high-intensity, short-duration storms 77%
B C D
59% 47% 54% 59%
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,
gutters, etc
58%
B C D
37%
C
16% 34%
C
35%
TABLE 53: QUESTION 14 COMPARED BY COUNCIL DISTRICT
Percent rating positively (e.g., excellent / good)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
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
Percent rating positively (e.g., always / usually)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
How often, if at all, do you recycle at home, considering all of the times you could? 72% 88%
A
83% 95%
A C
83%
TABLE 55: QUESTION 16 COMPARED BY COUNCIL DISTRICT
If you do not recycle at home, please indicate your primary reasons for not recycling.
(Select all that apply)
Council District Overall
District 1 District 2 District 3 District 4 Overall
(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%
I don’t have space for a bin 19% 23% 6% 10% 15%
I 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
Percent rating positively (e.g., yes)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
Have you used the Home Chemical Collection Center in the last 12 months. 8% 14% 22%
A
17% 15%
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TABLE 57: QUESTION 18 COMPARED BY COUNCIL DISTRICT
Percent rating positively (e.g., very satisfied / satisfied)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
How satisfied are you with the Home Chemical Collection Center service? 100% 100% 100% 100% 100%
TABLE 58: QUESTION 19 COMPARED BY COUNCIL DISTRICT
Which method do you use to receive your City of Denton UTILITY BILL?
Council District Overall
District 1 District 2 District 3 District 4 Overall
(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
If you do not currently use paperless billing for your utility bill, please indicate why not.
(Select all that apply)
Council District Overall
District
1
District
2
District
3
District
4 Overall
(A) (B) (C) (D) (A)
I prefer a paper bill 88% 92% 83% 85% 86%
I don’t have access to a computer 4% 6% 7% 5% 6%
I don’t trust electronic payments 24% 14% 7% 9% 13%
I 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
complicated
4% 0% 2% 4% 2%
I need a paper utility bill for other reasons, i.e., to show proof of residency or utilize landfill
services
36% 36% 17% 25% 28%
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TABLE 60: QUESTION 21 COMPARED BY COUNCIL DISTRICT
Percent rating positively (e.g., excellent / good)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
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%
D
72% 66% 58% 67%
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
Percent rating positively (e.g., 1 or more times)
Council District Overall
District
1
District
2
District
3
District
4
(A) (A) (B) (C) (D)
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?
67% 62% 62% 65% 65%
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TABLE 62: QUESTION 23 COMPARED BY COUNCIL DISTRICT
Why did you contact customer service? (Please select all that apply)
Council District Overall
District 1 District 2 District 3 District 4 Overall
(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
Percent rating positively (e.g., excellent / good)
Council District Overall
District 1 District 2 District 3 District 4
(A) (A) (B) (C) (D)
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
Percent rating positively
(e.g., excellent / good)
Age Length of residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Overall quality of the electric
service
95% 97% 92% 94% 94% 95% 90% 90% 96% 95% 93%
Overall quality of the water
and wastewater service
91% 91% 90% 94% 89% 92% 84% 88% 93% 93% 90%
Overall quality of the trash
and recycling services
87% 84% 87% 90% 85% 89%
B
76% 81% 86% 92%
A
85%
TABLE 65: QUESTION 2 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
excellent / good)
Age Length of residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Reliability of the electric service 94% 96% 94% 94% 94% 96%
B
89% 90% 94% 98%
A
93%
Ease of obtaining information
through the City's website
71% 81% 83% 82% 80% 79% 85% 77% 81% 84% 80%
Quality of electricity-related
customer communications
75% 92%
A
84% 86% 84% 85% 83% 82% 84% 87% 84%
Ease of reporting an electricity
outage
75% 88% 87% 87% 84% 85% 85% 83% 86% 88% 84%
Opportunities for energy
efficiency at home or business
63% 78% 81%
A
78% 77% 76% 81% 82% 79% 72% 77%
65
2023 Denton Utilities Survey
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Report of Results
57
TABLE 66: QUESTION 3 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Below are several ways to save
energy. Which of the following, if any,
do you do or use? (Select all that
apply)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more Overall
(A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Replacing old appliances with energy
efficient ones
47% 48% 68%
A B
56% 61% 66%
B
40% 47% 65%
A
64% 60%
Replacing incandescent lights with
LED light
72% 72% 84% 71% 83%
A
87%
B
56% 64% 82%
A
90%
A
79%
Insulating and/or air sealing home to
reduce heat/cold loss and draughts
27% 41% 50%
A
31% 50%
A
52%
B
20% 37% 42% 49% 44%
Installing a programmable thermostat
to set a schedule matching when
home/in-office and away
24% 46%
A
43%
A
33% 43% 49%
B
14% 25% 48%
A
49%
A
40%
Turning off all relevant appliances at
the switch (reducing standby power)
52% 48% 53% 45% 54% 50% 58% 65%
C
50% 38% 52%
Turning off lights when they are not
needed
98% 95% 97% 95% 97% 96% 100% 100% 99%
C
91% 96%
Keeping windows and doors closed
when the heating/AC system is on
93% 92% 97% 90% 97%
A
95% 94% 94% 95% 95% 95%
Using blinds or window coverings to
control room temperature
84% 89% 88% 85% 89% 88% 87% 88% 87% 85% 87%
Running washing machines and/or
dishwashers only with a full load
73% 84% 80% 78% 80% 81% 75% 75% 82% 78% 79%
Other (please specify) 3% 4% 9% 3% 8% 9% 0% 6% 5% 10% 7%
66
2023 Denton Utilities Survey
June 2023
Report of Results
58
TABLE 67: QUESTION 4 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
major motivation / moderate
motivation)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Climate change 83%
C
73% 62% 70% 67% 62% 85%
A
80%
B C
63% 61% 67%
Savings on energy bills 94% 100%
A
99%
A
98% 98% 100%
B
94% 97% 98% 99% 98%
Saving natural resources 89% 88% 81% 87% 83% 82% 91% 89% 85% 79% 84%
Showing a good example to
others
69% 72% 61% 67% 64% 63% 71% 72% 63% 60% 64%
TABLE 68: QUESTION 5 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g., yes)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Are you aware that Denton
Municipal Electric uses a 100%
renewable electric supply?
20% 29% 31% 22% 32% 31% 23% 24% 28% 35% 29%
67
2023 Denton Utilities Survey
June 2023
Report of Results
59
TABLE 69: QUESTION 6 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g., yes,
as a primary vehicle / yes, as a
secondary vehicle)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Does your household use an
electric vehicle?
0% 0% 3% 0% 3% 3% 0% 1% 0% 5%
A B
2%
TABLE 70: QUESTION 7 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
at least one hour per week)
Age Length of residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
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%
68
2023 Denton Utilities Survey
June 2023
Report of Results
60
TABLE 71: QUESTION 8 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
excellent / good)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Reliability of the water service 97% 98% 93% 95% 94% 95% 93% 90% 97%
A
96% 94%
Ease of obtaining information
through the City's website
71% 83% 78% 76% 79% 77% 85% 76% 78% 82% 78%
Quality of Information provided in
water customer communications
77% 95%
A C
84% 88% 85% 85% 89% 85% 86% 87% 86%
Ease of reporting a
water/wastewater leak or outage
67% 87%
A
79% 79% 80% 79% 79% 78% 82% 79% 80%
Ease of reporting a
water/wastewater leak or outage
67% 87%
A
79% 79% 80% 79% 79% 78% 82% 79% 80%
Opportunities for water efficiency
at home or business
71% 72% 75% 77% 73% 73% 79% 78% 75% 69% 74%
Access to conservation programs
like leak detection, billing credits
55% 65% 57% 63% 57% 58% 62% 67%
C
61% 47% 59%
69
2023 Denton Utilities Survey
June 2023
Report of Results
61
TABLE 72: QUESTION 9 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Below are several ways to save water.
Which of the following, if any, do you
do or use? (Select all that apply)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more Overall
(A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Soaking/scraping dishes rather than
rinsing
64% 64% 54% 67%
B
54% 53% 75%
A
71%
C
59% 49% 57%
Installing low-flow high-pressure
shower heads
44% 40% 46% 46% 44% 45% 42% 44% 48% 42% 44%
Replacing older toilets with low-flow
models
30% 42% 58%
A
47% 52% 56%
B
28% 43% 50% 58% 50%
Using efficient irrigation for plants and
gardens
32% 37% 51% 42% 47% 53%
B
17% 36% 42% 58%
A
45%
Watering no more than twice a week to
encourage deep root systems
38% 66%
A
69%
A
55% 69%
A
75%
B
26% 53% 66% 74%
A
65%
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%
70
2023 Denton Utilities Survey
June 2023
Report of Results
62
TABLE 73: QUESTION 10 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
What prevents you from
conserving water? (Select all that
apply)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more Overall
(A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
I don’t know if my conservation
efforts are effective
29% 15% 18% 26%
B
16% 20% 16% 19% 21% 20% 19%
I don’t think I am wasting water 42% 48% 83%
A B
60% 74%
A
73%
B
57% 70% 71% 68% 70%
I don’t know how to conserve
water
25%
C
14%
C
2% 11% 6% 6% 14%
A
12% 7% 7% 8%
I don’t have the time to fix my
water system
21%
C
7%
C
1% 6% 5% 5% 7% 7% 5% 5% 5%
I don’t have the resources to fix
my water system
53%
C
39%
C
10% 32%
B
18% 19% 37%
A
31%
C
27%
C
11% 23%
I have the right to use any
amount of water whenever,
however I want
5% 3% 3% 6% 2% 3% 4% 4% 2% 5% 3%
Other (please specify) 8% 11% 7% 7% 7% 5% 17%
A
8% 6% 7% 8%
71
2023 Denton Utilities Survey
June 2023
Report of Results
63
TABLE 74: QUESTION 11 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g., essential
/ very important)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Please indicate how important, if at all,
you think it is for the City of Denton to
make stormwater mitigation
improvements.
79% 89% 79% 78% 82% 81% 83% 83% 83% 76% 81%
TABLE 75: QUESTION 12 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
most important / second most
important)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Maintaining the stormwater
drainage systems
67% 76% 81%
A
77% 78% 80% 71% 77% 79% 74% 78%
Building projects that reduce
local flooding
62% 63% 70% 65% 69% 69% 63% 69% 66% 65% 68%
Helping residents solve drainage
problems on their property
47% 40% 39% 40% 41% 38% 50% 55%
B C
35% 31% 41%
Improving the water quality in the
local rivers and ponds
67% 66% 58% 58% 62% 58% 73%
A
66% 61% 56% 61%
72
2023 Denton Utilities Survey
June 2023
Report of Results
64
TABLE 76: QUESTION 13 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g., most
important / second most important)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Reducing flooding caused by high-
intensity, short-duration storms
44% 53% 65%
A
54% 62% 59% 58% 64% 56% 56% 59%
Preventing trash and debris (e.g.,
plastics, cups, Styrofoam) from
entering the waterways
76% 84%
C
68% 76% 71% 73% 72% 80%
C
70% 64% 73%
Preventing pollution (e.g., lawn
chemicals, fecal matter, oil, grease)
from entering the waterways
89% 74% 78% 76% 80% 77% 85% 79% 79% 79% 79%
Preventing excess landscape
overwatering that runs off into
adjacent walkways, roadways,
gutters, etc
33% 29% 38% 31% 38% 35% 36% 41%
C
35% 27% 35%
73
2023 Denton Utilities Survey
June 2023
Report of Results
65
TABLE 77: QUESTION 14 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
excellent / good)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Reliability of residential solid
waste and recycling service
91% 93% 93% 94% 93% 94% 90% 91% 91% 98% 93%
Reliability of the yard waste &
brush service
81% 90% 91% 89% 90% 91% 84% 92% 88% 92% 90%
Reliability of bulky waste
service
82% 88% 88% 84% 89% 88% 85% 87% 89% 86% 87%
Ease of obtaining information
through the City's website
71% 80% 80% 80% 78% 77% 86% 79% 78% 80% 78%
Quality of solid waste services
communications
74% 88% 82% 86% 82% 83% 84% 84% 80% 85% 83%
Ease of contacting the solid
waste services staff
72% 83% 78% 84% 77% 78% 83% 82% 80% 79% 78%
Opportunities for recycling at
home or business
60% 90%
A
81%
A
75% 83% 84%
B
67% 74% 86%
A
79% 80%
TABLE 78: QUESTION 15 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
always / usually)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
How often, if at all, do you recycle
at home, considering all of the
times you could?
67% 73% 90%
A B
74% 88%
A
93%
B
52% 75% 80% 95%
A B
83%
74
2023 Denton Utilities Survey
June 2023
Report of Results
66
TABLE 79: QUESTION 16 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
If you do not recycle at home, please
indicate your primary reasons for not
recycling. (Select all that apply)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more Overall
(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%
A
16% 13%
I don’t have a recycling bin 54% 30% 24% 43% 26% 12% 52%
A
58%
BC
25% 7% 35%
I don’t know what’s recyclable
11% 33% 20% 16% 26% 26% 17% 18% 22% 33% 21%
I don’t think it helps the environment
0% 0% 14% 3% 8% 13% 0% 3% 3% 7% 5%
I don’t have space for a bin
13% 18% 15% 19% 11% 3% 24%
A
20% 15% 0% 15%
I don’t have the option to recycle
52%
C
30% 13% 38% 21% 5% 49%
A
39% 36% 0% 31%
Some other reason (Please specify) 16% 28% 30% 24% 26% 47%
B
9% 17% 21% 54%
A
25%
TABLE 80: QUESTION 17 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively.
(e.g., yes)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Have you used the Home
Chemical Collection Center in the
last 12 months.
0% 9% 20%
A B
7% 19%
A
19%
B
2% 11% 16% 17% 15%
75
2023 Denton Utilities Survey
June 2023
Report of Results
67
TABLE 81: QUESTION 18 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
very satisfied / satisfied)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
How satisfied are you with the
Home Chemical Collection
Center service?
. 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%
TABLE 82: QUESTION 19 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Which method do you use to
receive your City of Denton
UTILITY BILL?
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more Overall
(A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Paperless billing: utility bill is
received electronically via email
or text
82%
B C
54%
C
34% 60%
B
39% 44% 51% 49% 42% 53% 45%
Paper bill: utility bill is mailed to
my address
18% 44%
A
65%
A B
39% 60%
A
56% 45% 51% 57% 47% 54%
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%
76
2023 Denton Utilities Survey
June 2023
Report of Results
68
TABLE 83: QUESTION 20 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
If you do not currently use paperless
billing for your utility bill, please
indicate why not. (Select all that apply)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more Overall
(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%
I don’t have access to a computer 0% 0% 7% 9% 5% 5% 7% 10% 6% 0% 6%
I don’t trust electronic payments 0% 6% 15% 8% 15% 12% 20% 20% 12% 7% 13%
I don’t know how to establish
electronic payments on my account
26%
C
0% 4% 2% 5% 3% 9% 3% 9% 0% 4%
I’ve tried to establish electronic
payments on my account, but the
website/process was too complicated
0% 0% 3% 0% 3% 2% 4% 0% 5% 0% 2%
I need a paper utility bill for other
reasons, i.e., to show proof of
residency or utilize landfill services
44% 22% 29% 30% 27% 25% 43%
A
47%
B
19% 23% 28%
77
2023 Denton Utilities Survey
June 2023
Report of Results
69
TABLE 84: QUESTION 21 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g.,
excellent / good)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000
or more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Ease of understanding the bill 93% 91% 91% 95% 89% 90% 94% 91% 94% 89% 91%
Ease of understanding payment
options
93% 97% 90% 95% 91% 92% 92% 90% 92% 94% 92%
Ease of understanding the date
payment is due
96% 97% 94% 97% 94% 95% 96% 96% 96% 94% 95%
Affordability of the electric service 71% 76% 68% 74% 69% 71% 67% 65% 73% 71% 70%
Affordability of the
water/wastewater service
74% 72% 65% 69% 67% 67% 70% 64% 72% 68% 67%
Affordability of the solid
waste/trash/recycling service
71% 80% 74% 80% 73% 75% 73% 72% 75% 79% 75%
Value of all the electric services for
the price you pay
74% 75% 72% 72% 74% 75% 64% 69% 72% 81% 73%
Value of all the water services for
the price you pay
81% 74% 67% 69% 70% 70% 69% 71% 70% 74% 70%
Value of all the solid waste and
recycling services for the price you
pay
78% 78% 71% 77% 71% 74% 66% 74% 73% 78% 73%
78
2023 Denton Utilities Survey
June 2023
Report of Results
70
TABLE 85: QUESTION 22 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively (e.g., 1 or more
times)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000
to
$99,999
$100,000
or more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
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?
56% 66% 66% 61% 67% 69%
B
48% 62% 65% 66% 65%
TABLE 86: QUESTION 23 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Why did you contact customer
service? (Please select all that
apply)
Age
Length of
residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more Overall
(A) (B) (C) (A) (B) (A) (B) (A) (B) (C) (A)
Ask a question or get
information
54% 57% 55% 56% 55% 56% 50% 58% 59% 55% 55%
Schedule or access a service 38% 45% 55% 32% 57%
A
54%
B
29% 46% 56% 46% 50%
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%
B C
18% 11% 34%
B
10% 11% 47%
A
25% 18% 12% 17%
Other 0% 2% 5% 5% 4% 4% 4% 5% 5% 3% 4%
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TABLE 87: QUESTION 24 COMPARED BY DEMOGRAPHIC CHARACTERISTICS
Percent rating positively
(e.g., excellent / good)
Age Length of residency Unit Type Household income Overall
18-
34
35-
54 55+
5 years
or less
Over 5
years Detached Attached
Less than
$50,000
$50,000 to
$99,999
$100,000 or
more
(A) (A) (B) (C) (A) (B) (A) (B) (A) (B) (C)
Courtesy 95% 98% 98% 96% 98% 98% 96% 97% 99% 95% 97%
Knowledge 80% 100%
A
95%
A
91% 95% 96%
B
83% 94% 94% 95% 94%
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%
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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
Percent rating positively (e.g., excellent / good)
Address-based Outreach Open-participation Outreach
(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
Percent rating positively (e.g., excellent / good)
Address-based Outreach Open-participation Outreach
(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%
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TABLE 90: QUESTION 3 COMPARED BY SURVEY OUTREACH
Below are several ways to save energy. Which of the following, if any, do
you do or use? (Select all that apply)
source
Address-based
Outreach
Open-participation
Outreach
(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
home/in-office and away
40% 76%
A
Turning off all relevant appliances at the switch (reducing standby
power)
52% 52%
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%
B
60%
Other (please specify) 7% 8%
TABLE 91: QUESTION 4 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., major motivation / moderate
motivation)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Climate change 67% 63%
Savings on energy bills 98% 100%
Saving natural resources 84%
B
67%
Showing a good example to others 64% 54%
TABLE 92: QUESTION 5 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., yes)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Are you aware that Denton Municipal Electric uses a 100%
renewable electric supply?
29% 36%
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TABLE 93: QUESTION 6 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., yes, as a primary vehicle / yes, as a
secondary vehicle)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Does your household use an electric vehicle? 2% 12%
A
TABLE 94: QUESTION 7 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., at least one hour per week)
Address-based Outreach Open-participation Outreach
(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
Percent rating positively (e.g., excellent / good)
Address-based
Outreach
Open-participation
Outreach
(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
communications
86% 70%
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%
B
45%
Access to conservation programs like leak detection, billing
credits
59% 42%
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TABLE 96: QUESTION 9 COMPARED BY SURVEY OUTREACH
Below are several ways to save water. Which of the following, if any, do
you do or use? (Select all that apply)
source
Address-based
Outreach
Open-participation
Outreach
(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
What prevents you from conserving water? (Select all that
apply)
source
Address-based
Outreach
Open-participation
Outreach
(A) (B)
I don’t know if my conservation efforts are effective 19% 25%
I don’t think I am wasting water 70% 50%
I 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%
I have the right to use any amount of water whenever, however I
want
3% 0%
Other (please specify) 8% 15%
TABLE 98: QUESTION 11 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., essential / very important)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Please indicate how important, if at all, you think it is for the City of Denton
to make stormwater mitigation improvements.
81% 70%
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TABLE 99: QUESTION 12 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., most important / second most
important)
Address-based
Outreach
Open-participation
Outreach
(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
Percent rating positively (e.g., most important / second most
important)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Reducing flooding caused by high-intensity, short-duration storms 59% 63%
Preventing trash and debris (e.g., plastics, cups, Styrofoam) from
entering the waterways
73% 72%
Preventing pollution (e.g., lawn chemicals, fecal matter, oil, grease)
from entering the waterways
79%
B
56%
Preventing excess landscape overwatering that runs off into adjacent
walkways, roadways, gutters, etc
35% 24%
TABLE 101: QUESTION 14 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., excellent / good)
Address-based Outreach Open-participation Outreach
(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
Percent rating positively (e.g., always / usually)
Address-based
Outreach
Open-participation
Outreach
(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
If you do not recycle at home, please indicate your primary reasons for
not recycling. (Select all that apply)
source
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Takes too much time/effort 13% 0%
I don’t have a recycling bin 35% 33%
I don’t know what’s recyclable 21% 67%
I don’t think it helps the environment 5% 33%
I 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
Percent rating positively (e.g., yes)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Have you used the Home Chemical Collection Center in the last
12 months.
15% 29%
TABLE 105: QUESTION 18 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., very satisfied / satisfied)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
How satisfied are you with the Home Chemical Collection Center
service?
100% 100%
TABLE 106: QUESTION 19 COMPARED BY SURVEY OUTREACH
Which method do you use to receive your City of Denton UTILITY
BILL?
source
Address-based
Outreach
Open-participation
Outreach
(A) (B)
Paperless billing: utility bill is received electronically via email or
text
45% 67%
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
If you do not currently use paperless billing for your utility bill, please
indicate why not. (Select all that apply)
source
Address-based
Outreach
Open-participation
Outreach
(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
website/process was too complicated
2% 0%
I need a paper utility bill for other reasons, i.e., to show proof of
residency or utilize landfill services
28% 0%
TABLE 108: QUESTION 21 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., excellent / good)
Address-based
Outreach
Open-participation
Outreach
(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
you pay
73% 63%
TABLE 109: QUESTION 22 COMPARED BY SURVEY OUTREACH
Percent rating positively (e.g., 1 or more times)
Address-based
Outreach
Open-participation
Outreach
(A) (B)
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?
65% 56%
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TABLE 110: QUESTION 23 COMPARED BY SURVEY OUTREACH
Why did you contact customer service? (Please select all that
apply)
source
Address-based
Outreach
Open-participation
Outreach
(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
Percent rating positively (e.g., excellent / good)
Address-based Outreach Open-participation Outreach
(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
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.
Random Selection of
Households
From a Source with High
“Coverage”
Use Best Practices to
Increase Response Rate
“Weight” the Survey Data
so Demographic Profile of
Respondents Matches
Adult Population
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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 31st and May 9th, 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 28th and April 4th, 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 Data Norm Unweighted Data Weighted Data
District 1 24% 16% 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)
Replacing old appliances with energy efficient ones
Replacing incandescent lights with LED light
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
Turning off all relevant appliances at the switch (reducing standby power)
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
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
Climate change ............................................................................. 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?
Yes No
6. Does your household use an electric vehicle?
Yes, as a primary vehicle Yes, as a secondary vehicle No → 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
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DENTON UTILITIES SURVEY 2023
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9. Below are several ways to save water. Which of the following, if any, do you do or use? (Select all that apply.)
Soaking/scraping dishes rather than rinsing Using efficient irrigation for plants and gardens
Installing low-flow high-pressure shower heads Watering no more than twice a week to encourage deep root systems
Replacing older toilets with low-flow models Using water tanks to collect rainwater
Other (please specify):____________________________________________
10. What prevents you from conserving water? (Select all that apply.)
I don’t know if my conservation efforts are effective I don’t have the resources to fix my water system
I don’t think I am wasting water I have the right to use any amount of water whenever,
I don’t know how to conserve water however I want
I don’t have the time to fix my water system 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.
Essential Very important Somewhat important Not at all important 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?
Always Usually Sometimes Rarely Never
16. If you do not recycle at home, please indicate your primary reasons for not recycling. (Select all that apply.)
Takes too much time/effort I don’t have space for a bin
I don’t have a recycling bin I don’t have the option to recycle
I don’t know what’s recyclable Some other reason (Please specify):____________________________
I don’t think it helps the environment
17. Have you used the Home Chemical Collection Center in the last 12 months.
Yes No → skip to question 19
18. How satisfied are you with the Home Chemical Collection Center service?
Very satisfied Satisfied Unsatisfied Very unsatisfied
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19. Which method do you use to receive your City of Denton UTILITY BILL?
Paperless billing: utility bill is received electronically via email or text
Paper bill: utility bill is mailed to my address
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)
I prefer a paper bill I’ve tried to establish electronic payments on my account,
I don’t have access to a computer but the website/process was too complicated
I don’t trust electronic payments I need a paper utility bill for other reasons, i.e., to show proof
I 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 times→ skip to question 25 1-2 times 3-5 times 6-8 times 9 or more times
23. Why did you contact customer service? (Please select all that apply)
Ask a question or get information Report an issue Turn on or off services
Schedule or access a service Make a complaint 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?
Less than 2 years 11-20 years
2-5 years More than 20 years
6-10 years
26. Which category contains your age?
-64 75-84
25-34 45-54 65-74 85+
27. Which gender do you identify with most closely?
Woman Man Another way Prefer not to reply
28. Which best describes the building you live in?
Single-family detached home
Townhouse or duplex (no units above or below you)
Condominium or apartment (have units above or below you)
Mobile home
Other
29. Do you rent or own your home?
Rent Own Other
30. 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 from all sources for
all persons living in your household)
Less than $25,000 $75,000 to $99,999
$25,000 to $49,999 $100,000 to $149,999
$50,000 to $74,999 $150,000 or more
31. Are you Spanish, Hispanic or Latino?
No, not Spanish, Hispanic, or Latino
Yes, I consider myself to be Hispanic or Latino
32. What is your race? (Mark one or more races to indicate
what race you consider yourself to be.)
American Indian or Alaskan Native
Asian, Asian Indian, or Pacific Islander
Black or African American
White
Other
Prefer not to reply
Thank you for completing this survey. Please return the completed survey in the postage-
paid envelope to: National Research Center, Inc., PO Box 549, Belle Mead, NJ 08502
96
Dear Denton Resident,
The City of Denton is always working to ensure a safe and cost-effective public utility service to meet the needs of our residents and businesses.
As we plan for our future, we would like to hear from you! Your participation is very important –especially since your are one of only a small number of residents being surveyed.
Please complete the survey online at the following link or wait for a paper survey to arrive in the mail in a few days:
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 helping create a better Denton!
Estimado residente de Denton,
La ciudad de Denton trabaja continuamente para asegurar servicios públicos seguros y de calidad que satisfagan las necesidades de nuestra ciudad.
Mientras planeamos nuestro futuro, quisiéramos escuchar de usted! Su participación es muy importante, especialmente porque usted es uno de los pocos residentes encuestados.
Por favor, complete la encuesta en español en el siguiente link o espere unos días hasta recibir la encuesta en ingles por correo:
https://polco.us/xxplaceholder
No comparta el enlace de su encuesta. Esta encuesta es personal. La Ciudad llevará a cabo una encuesta separada que estará abierta a todos los residentes dentro de unas semanas.
Si tiene alguna pregunta sobre la encuesta, contáctenos al 940-349-8307.
¡Gracias por ayudar a crear un mejor Denton!
Sara Hensley
City Manager/Administrador de la Ciudad
Dear Denton Resident,
The City of Denton is always working to ensure a safe and cost-effective public utility service to meet the needs of our residents and businesses.
As we plan for our future, we would like to hear from you! Your participation is very important –especially since your are one of only a small number of residents being surveyed.
Please complete the survey online at the following link or wait for a paper survey to arrive in the mail in a few days:
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 helping create a better Denton!
Estimado residente de Denton,
La ciudad de Denton trabaja continuamente para asegurar servicios públicos seguros y de calidad que satisfagan las necesidades de nuestra ciudad.
Mientras planeamos nuestro futuro, quisiéramos escuchar de usted! Su participación es muy importante, especialmente porque usted es uno de los pocos residentes encuestados.
Por favor, complete la encuesta en español en el siguiente link o espere unos días hasta recibir la encuesta en ingles por correo:
https://polco.us/xxplaceholder
No comparta el enlace de su encuesta. Esta encuesta es personal. La Ciudad llevará a cabo una encuesta separada que estará abierta a todos los residentes dentro de unas semanas.
Si tiene alguna pregunta sobre la encuesta, contáctenos al 940-349-8307.
¡Gracias por ayudar a crear un mejor Denton!
Sara Hensley
City Manager/Administrador de la Ciudad 97
Presorted
First Class Mail
US Postage
PAID
Boulder, CO
Permit NO. 94
City Manager's Office
215 E. McKinney St.
Denton, TX 76201
Presorted
First Class Mail
US Postage
PAID
Boulder, CO
Permit NO. 94
City Manager's Office
215 E. McKinney St.
Denton, TX 76201
98
215 E. McKinney St., Denton, TX 76201 (940) 349-8307
OUR CORE VALUES
Inclusion Collaboration Quality Service Strategic Focus Fiscal Responsibility
ADA/EOE/ADEA www.cityofdenton.com TDD (800) 735-2989
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
¡Ayúdenos a planificar al futuro de Denton! Usted ha sido seleccionado al azar para participar en la
Encuesta de Servicios Públicos de Denton de 2023. Si ya completó la encuesta en línea, no
responda dos veces.
Tómese unos minutos para completar la encuesta adjunta. Su participación en esta encuesta es muy
importante, especialmente porque su hogar es uno de los pocos encuestados. Sus comentarios
ayudarán a Denton a tomar decisiones importantes que afectarán el funcionamiento de los servicios
públicos de nuestra comunidad.
Algunas cosas para recordar:
• Sus respuestas son confidenciales. No se compartirá ninguna información de identificación.
• Puede devolver la encuesta por correo en el sobre con franqueo prepagado, o puede completar
la encuesta online en español en:
https://polco.us/xxplaceholder
No comparta el enlace de su encuesta. Esta encuesta es personal. La Ciudad llevará a cabo una
encuesta separada que estará abierta a todos los residentes dentro de unas semanas.
Si tiene alguna pregunta sobre la encuesta, contáctenos al (940) 349-8307.
¡Gracias por ayudar a crear un mejor Denton!
Sinceramente,
Sara Hensley / Administradora de la Ciudad
99
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
`1955 Lakeway Drive, Suite 260, Lewisville, TX 75057
972.221.4600 | www.dcta.net
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@dcta.net or (972) 316-6121.
101
`1955 Lakeway Drive, Suite 260, Lewisville, TX 75057
972.221.4600 | www.dcta.net
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 pcristina@dcta.net.
Sincerely,
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
102
Policy and Worksession RequestsSummary of RequestCouncil Member RequestorDate Received Staff AssignedDepartmentCommentsActionStatus1Inquiry into water testing for PFASCouncil Member Meltzer06/23/23 Michael GangeEnvironmental ServicesInformation will be included in afuture Friday Report.In Progress2Inquiry regarding Civic Center pool hours.Council Member Holland06/08/23 Gary PackanParksInformation will be included in afuture Friday Report.In Progress3Inquiry into disconnect policy in extreme weather Mayor Pro Tem Beck06/23/23 Christa Foster, TiffanyThomsonCustomer ServiceInformation included in June 23Friday Report.Complete4Shared residents' feedback on recycling audits Council Member Meltzer06/22/23 Brian BoernerSolid WasteShared with Department. Complete5Shared resident's concerns with local sheltermanagement.Mayor Hudspeth06/21/23 Danielle ShawCommunity ServicesShared with Department. Complete6Request for staff to communicate with TxDOT toexpedite signals at Duchess and Loop 288Mayor Hudspeth06/21/23 Becky DivineyCapital Projects/EngineeringInformation included in June 23Friday Report.Complete7Request for staff to contact resident regardingannexation.Mayor Hudspeth06/21/23 Scott McDonaldDevelopment ServicesStaff contacted resident.Complete8Inquiry into cancellation of Spring/Fall youth soccerprogramCouncil Member McGee06/20/23 Gary PackanParksInformation included in June 23Friday Report.Complete9Inquiry into COVID-19 timelineCouncil Member Meltzer06/20/23 Ryan AdamsCMOInformation included in June 23Friday Report.Complete10Shared residents' concerns regarding DDC andunauthorized conversion of home on KayewoodMayor Hudspeth Mayor Pro TemBeck06/20/23 Scott McDonaldDevelopment ServicesInformation will be discussed atJuly 25 Council Meeting.Complete11Request for response to share regarding whom tocontact to assist with shelter transportationCouncil Member Meltzer Mayor ProTem Beck06/20/23 Jennifer RaineyCMOInformation included in June 23Friday Report.Complete12Follow up inquiry regarding transportation options toand from cooling stations and sheltersCouncil Member Meltzer Mayor ProTem Beck06/20/23 Sara HensleyCMOInformation included in June 23Friday Report.Complete13Inquiry in location of patching on HollyhillCouncil Member Meltzer06/19/23 Becky Diviney, Ethan Cox Capital Projects/Engineering PublicWorks -StreetsInformation included in June 23Friday Report.Complete14Sharing resident's suggestions on Oak and Hickory Council Member Meltzer06/19/23 Becky DivineyCapital Projects/EngineeringShared with Department. Complete15Sharing article regarding state parks fundingCouncil Member Meltzer06/17/23 Gary PackanParksShared with Department. Complete16Request for response to construction-caused internetoutagesCouncil Member Meltzer06/16/23 Becky DivineyCapital Projects/EngineeringInformation included in June 23Friday Report.Complete17Inquiry regarding property acquisition near ClearCreek.Mayor Pro Tem Beck06/11/23 Christine TaylorCMOTo be discussed at June 27Council Meeting.Complete18Two-Minute Pitch: PEC multimodal path development. Council Member Meltzer06/09/23 Becky Diviney, Gary Packan Capital Projects/Engineering Parks Scheduled for the July 18 Councilmeeting.Scheduled19Two Minute Pitch: Workforce Development Fee. Council Member Meltzer06/02/23 Danielle ShawCommunity ServicesScheduled for the June 27 Councilmeeting.ScheduledPage 1 of 1Exported on June 23, 2023 3:52:31 PM CDT103
FY 22/23 Council Requests
Number of Requests Per Quarter Total Requests Made by Council Member Requests by Department
Please Note: the total number of requests per council member or department may
not match, as several council members and/ or departments may be associated
with a single request.
Council
Requests
19
Number of Pending Requests by Council Member
104
Meeting Calendar
City of Denton City Hall
215 E. McKinney St.
Denton, Texas 76201
www.cityofdenton.com
Criteria : Begin Date: 6/23/2023, End Date: 9/30/2023
Date Time Meeting LocationMeeting Body
June 2023
6/23/2023 1:00 PM Sustainability Framework Advisory
Committee
CANCELED
6/23/2023 1:30 PM Southeast Denton Area Plan Steering
Committee
Development Service Center
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
Committee
Development Service Center
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
Board
CANCELLED
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
Page 1City of Denton Printed on 6/23/2023
105
Date Time Meeting LocationMeeting Body
Meeting Calendar continued...
7/10/2023 6:00 PM Parks, Recreation and Beautification
Board
Civic Center Community Room
7/11/2023 9:00 AM Committee on the Environment Council Work Session Room
7/11/2023 6:00 PM Special Citizens Bond Advisory
Committee
Development Service Center
7/12/2023 11:00 AM Economic Development Partnership
Board
Development Service Center
Training Rooms
7/12/2023 3:00 PM Airport Advisory Board Airport Terminal Meeting Room
7/13/2023 3:00 PM Health & Building Standards
Commission
Development Service Center
Training Rooms 1 and 2
401 N. Elm Street, Denton
7/14/2023 12:00 PM Community Services Advisory
Committee
CANCELLED
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
Financing Zone No. 1 Board
Development Service Center
Training Rooms
7/28/2023 1:00 PM Sustainability Framework Advisory
Committee
Council Work Session Room
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
Board
Development Service Center
Training Rooms
8/3/2023 4:00 PM Public Art Committee Civic Center Community Room
Page 2City of Denton Printed on 6/23/2023
106
Date Time Meeting LocationMeeting Body
Meeting Calendar continued...
8/5/2023 9:00 AM City Council Council Work Session Room
&
Council Chambers
8/7/2023 6:00 PM Parks, Recreation and Beautification
Board
Civic Center Community Room
8/8/2023 9:00 AM Committee on the Environment Council Work Session Room
8/9/2023 11:00 AM Economic Development Partnership
Board
Development Service Center
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
Committee
Council Work Session Room
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
Board
Development Service Center
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
Board
Civic Center Community Room
Page 3City of Denton Printed on 6/23/2023
107
Date Time Meeting LocationMeeting Body
Meeting Calendar continued...
9/12/2023 2:00 PM City Council Council Work Session Room
&
Council Chambers
9/13/2023 11:00 AM Economic Development Partnership
Board
Development Service Center
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
Committee
Council Work Session Room
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
Financing Zone No. 1 Board
Development Service Center
Training Rooms
9/27/2023 5:00 PM Planning and Zoning Commission Council Work Session Room
&
Council Chambers
Page 4City of Denton Printed on 6/23/2023
108
Meeting Date Item Legistar ID Departments Involved Type Estimated Time
June 23, 2023
City Council Retreat - Day 1 (@5:00 p.m.)
At the Development Service Center
City Council Retreat - Day 1 23-562 City Manager's Office City Business 2:00
Ethics Training 23-1223 Internal Audit City Business 0:20
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
C. Police Department Update 23-601 Police City Business 0:30
D. Comprehensive Diversion Ordinance 23-383 Solid Waste City Business 0:45
E. Council Member Appointments to Boards and Committees 23-1136 City Manager's Office City Business 0:45
F. Two-Minute Pitch: Meltzer 23-217 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 4:15
July 4, 2023
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
C. SCBAC Presentation - 2023 Bond Recommendations 23-1233 Finance City Business 1:00
D. Two-Minute Pitch: 23-218 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 3:30
A. Update on 88th Legislative Session 23-963 City Manager's Office City Business 1:30
B. 2023 Bond Follow-up 23-1242 Finance City Business 1:00
C. Two-Minute Pitch: 23-219 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 3:30
A. Northeast Denton Area Plan 23-1193 Planning City Business 2:00
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
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
D. 2023 Bond Follow-up 23-1243 Finance City Business 0:45
E. Construction 101 - the Life Cycle of a Project 23-1124 Engineering City Business 0:45
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 TBD Legal (if any)City Business 0:30
Total Est. Time: 3:30
A. Budget Workshop 23-272 Finance City Business 8:00
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
D. Wildlife Corridors 23-1057 Environmental Services
& Sustainability City Business 0:30
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 TBD Legal (if any)City Business 0:30
Total Est. Time: 3:15
September 5, 2023
A. Budget Follow-up 23-275 Finance City Business 1:00
B. Public Health Official TBD City Manager's Office Council Request
Beck (06/6/2023)TBD
Closed Meeting Item(s):TBD Legal (if any)City Business 0:30
Total Est. Time: 1:30
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
D. Stormwater Master Plan 23-1123 Engineering City Business 0:30
E. Community Rating System 23-1234 Engineering City Business 0:30
F. Two-Minute Pitch: 23-222 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 3:00
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
C. Roadway Impact Fees 23-1125 Engineering City Business 0:30
D. Two-Minute Pitch: 23-223 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 3:00
October 3, 2023
A. Northeast Denton Area Plan 23-1194 Planning City Business 2:00
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 2:30
A. Two-Minute Pitch: 23-224 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 1:00
A. Two-Minute Pitch: 23-225 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 1:00
July 18, 2023
Work Session (@2:00 p.m.)
Regular Meeting (@6:30 p.m.)
Other Major Items for Meeting:
June 27, 2023
Work Session (@2:00 p.m.)
Special Called Meeting (@6:30 p.m.)
[Continuous Meeting]
Other Major Items for Meeting:
June 24, 2023
City Council Retreat - Day 2 (@8:30 a.m.)
At the Development Service Center
Tentative Work Session Topics and Meeting Information
Updated: June 23, 2023
July 25, 2023
Work Session (@2:00 p.m.)
Special Called Meeting (@6:30 p.m.)
[Continuous Meeting]
Other Major Items for Meeting:
August 15, 2023
Work Session (@2:00 p.m.)
Regular Meeting (@6:30 p.m.)
Other Major Items for Meeting:
August 5, 2022 (Saturday)
Budget Workshop (@9:00 a.m.)
At the Development Service Center
NO MEETING - Independence Day Holiday and Summer Break
August 1, 2023
Work Session (@2:00 p.m.)
Regular Meeting (@6:30 p.m.)
Other Major Items for Meeting:
August 1, 2023
Joint Council with Planning & Zoning Commission
Workshop
(@ 11:00 a.m.)
At the Development Service Center
October 17
Work Session (@2:00 p.m.)
Regular Meeting (@6:30 p.m.)
Other Major Items for Meeting:
October 24
Work Session (@2:00 p.m.)
Special Called Meeting (@6:30 p.m.)
Other Major Items for Meeting:
September 12
Work Session (@2:00 p.m.)
Special Called Meeting (@6:30 p.m.)
If needed for Budget
Other Major Items for Meeting:
September 19
Work Session (@2:00 p.m.)
Regular Meeting (@6:30 p.m.)
Other Major Items for Meeting:
October 17, 2023
Joint Council with Planning & Zoning Commission
Workshop (@ 11:00 a.m.)
At the Development Service Center
NO MEETING - Day after Labor Day (Sept 4)
NO MEETING - National Night Out
September 26
Work Session (@2:00 p.m.)
Special Called Meeting (@6:30 p.m.)
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 Engineering City Business 0:30
B. Two-Minute Pitch: 23-226 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 2:00
A. Two-Minute Pitch: 23-227 City Manager's Office Council Request 0:30
Closed Meeting Item(s): TBD Legal (if any)City Business 0:30
Total Est. Time: 1:00
November 21, 2023
Item Legistar ID Departments Type Estimated Work
Session Date
MUD's and MMD's 23-652 Deveopment Services City Business 1:00
Denton Renewable Resource Plan TBD DME City Business TBD
Item Dates Departments Type Estimated Work
Item Date Approved Department Estimated Hours to Complete Requestor
RFP for a Downton Parking Survey 10-18-2022 Economic Development TBD CM Davis
Towing Enforcement Signage 2-7-2023 TBD CM DavisApproved Council Pitches to be Scheduled
Work Session Items to be Determined
Council Priorities and Significant Work Plan Items
to be Scheduled
NO MEETING - Thanksgiving Week
November 7
Work Session (@2:00 p.m.)
Regular Meeting (@6:30 p.m.)
Other Major Items for Meeting:
November 14
Work Session (@2:00 p.m.)
Special Called Meeting (@6:30 p.m.)
Other Major Items for Meeting:
*This is for planning purposes only. Dates are subject to change.110
1 Street Closure Report: Upcoming ClosuresSCR June 26th - July 2ndStreet/ IntersectionFromToClosure StartDateClosure EndDateDescriptionDepartmentDepartment Contact1Green Oaks St (2300)Dunes StCooper Branch07/05/23 07/21/23 Valley Gutter RepairStreetsRoy San Miguel2Industrial StBell StMulberry St07/05/23 08/29/23 Utility installationEngineeringSeth Garcia3Maple StCarroll BlvdElm St07/05/23 08/31/23 Utility installations and pavement replacement. EngineeringScott Fettig4Myrtle StMaple StHighland St07/05/23 08/31/23 Utility installations and pavement replacement.Scott Fettig5Myrtle St.Eagle DrMaple St07/05/23 08/31/23 Utility installations and pavement replacement. EngineeringScott Fettig6Oak StMounts AveFulton St06/30/23 07/28/23 Wastewater Collections will be installing a newsewer main lines and services.WastewaterTiffany Sherrane7Pierce StMaple StHighland St07/05/23 08/31/23 Utility installations and pavement replacement.Scott Fettig8Stallion StLakeview BlvdOak Creek Ln07/03/23 08/11/23 Street Concrete Panel RepairStreetsRoy San Miguel Exported on June 23, 2023 11:47:23 AM CDT111
2 Street Closure Report: Current ClosuresStreet/ IntersectionFromToClosure StartDateClosure EndDateDescriptionDepartmentDepartment Contact1Augusta DrColonial DrAugusta Dr (2900)07/11/22 07/10/23 Utility installations andpavement replacement.EngineeringScott Fettig2Avenue SPrairie StDead End South03/06/23 07/01/23 Utility installations andpavement replacement.EngineeringScott Fettig3Azalea StParvin StLaurel St05/30/23 08/01/23 Utility installations andpavement replacement.EngineeringScott Fettig4Bailey StWillson StDead End South01/30/23 07/07/23 Utility installations andpavement replacement.EngineeringScott Fettig5Bernard StAcme StRoselawn Dr05/30/23 09/01/23 Utility installations andpavement replacement.EngineeringScott Fettig6Bonnie Brae StRiney RdUniversity Dr (HW 380)04/24/23 06/30/23 (2) 8x16 TSV & 8" WLInstallationPrivate Development PublicWorks InspectionsJeremiah Tillman-David7Bonnie Brae StRiney RdWindsor Dr03/10/23 07/31/23 Urbana at Bonnie Brae: PublicPavingPublic Works Inspections Jeremiah Tillman-David8Bradshaw StHickory StMcKinney St03/21/22 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig9Bradshaw StPrairie StSycamore St03/13/23 07/17/23 Utility installations andpavement replacement.EngineeringScott Fettig10Bradshaw StWilson StPrairie St01/30/23 08/01/23 Utility installations andpavement replacement.EngineeringScott Fettig11Brook Hollow DrGreenway DrCarriage Hill Rd10/07/22 07/10/23 Utility installations andpavement replacement.EngineeringScott Fettig12Brookfield Ln (2603)Woodhaven StEmerson Ln06/20/23 07/07/23 Curb an Valley Gutter repair StreetsRoy San Miguel13Camellia StParvin StLaurel. St05/30/23 08/01/23 Utility installations andpavement replacement.EngineeringScott Fettig14Carriage HillThunderbird Dr.Brookhollow Dr.06/05/23 07/31/23 Pavement replacement. EngineeringScott Fettig15Carroll Blvd SBParkway StOak St05/08/23 08/14/23 Concrete Panel Repair StreetsRoy San Miguel16Clover LnRobinwood LnGlenwood Ln12/09/22 07/10/23 Water Distribution will beinstalling a new main line andservices.WaterTiffany Sherrane17Colonial DrThunderbird DrDead End South07/11/22 07/10/23 Utility installations andpavement replacement.EngineeringScott Fettig18Cordell St (1229)Fulton StCrescent St06/26/23 07/14/23 Curb and Road repairStreetsRoy San Miguel19Crawford StHickory StMcKinney St03/21/22 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig20Greenway DrThunderbird DrDead End South07/11/22 07/10/23 Utility installations andpavement replacement.EngineeringScott Fettig21Greenway DrThunderbird DrWindsor Farms Dr10/07/22 07/10/23 Utility installations andpavement replacement.EngineeringScott Fettig22Hettie StPaisley StMcKinney St03/21/22 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig23Hickory Creek RdRiverpass DrFM 183003/13/23 12/31/24 Bridge InstallationEngineeringDustin Draper24Hickory StExposition StRuddell St05/02/22 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig25Highland StLocust StWainwright St01/30/23 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig26Lakewood DrGreenway DrCarriage Hill Rd10/07/22 07/10/23 Utility installations andpavement replacement.EngineeringScott Fettig27Locust StHickory StOak St06/05/23 07/14/23 Installation of DiagonalCrosswalksEngineeringRobin Davis28Maddox StPrairie StDead End03/20/23 07/10/23 Utility installations andpavement replacement.EngineeringScott Fettig29Mayhill Rd@ Spencer Rd03/28/23 06/30/23 Water main tie-in and turn laneadditionPublic Works Inspections Ryan Cuba Exported on June 23, 2023 11:47:31 AM CDT112
Street/ IntersectionFromToClosure StartDateClosure EndDateDescriptionDepartmentDepartment Contact30McKinney StCrawford RdAudra Ln05/19/22 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig31McKinney StMayhill RdRyan Rd05/04/23 07/31/23 Turn lanePublic Works Inspections Ryan Cuba32Mill StAllen StJohnson St01/17/23 07/28/23 Utility ReplacementEngineeringSeth Garcia33Mill StAllen StRobertson St02/27/23 07/28/23 Utility installation and roadwayreconstructionEngineeringSeth Garcia34Myrtle St.Fort Worth Dr.Eagle Dr.06/05/23 09/28/23 Utility installations andpavement replacement.EngineeringScott Fettig35Oak StCrawford StWood St04/04/22 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig36Oak St ELocust StAustin St06/05/23 07/14/23 Installation of DiagonalCrosswalksEngineeringRobin Davis37oak streetThomasBonnie Brae06/16/23 06/30/23 installing underground utilitiesopen cut roadwayPublic Works Inspections Lee Thurmond38Ottawa DrGreat Bear LnWind River Ln05/29/23 07/06/23 Street Panel and SidewalkRepairStreetsRoy San Miguel39Park Access RdWindsor DrRiney Rd12/15/22 07/31/23 Urbana Bonnie Brae Project:Water, Sewer, Storm, Paving.Private Development PublicWorks InspectionsJeremiah Tillman-David40Plum Hollow StSagewood StShadow Trl05/30/23 07/15/23 This work includes roadreconstruction with subgradestabilization, asphalt paving,and concrete curb and gutter.OtherTaylor Holt41Robinwood LnKayewood DrEmerson Ln12/09/22 07/10/23 Water Distribution will beinstalling a new main line andservices.WaterTiffany Sherrane42Roselawn StBernard StFort Worth Dr06/20/23 06/28/23 Utility workEngineeringSeth Garcia43Smith StJohnson StBell Ave01/30/23 07/31/23 Utility installations andpavement replacement.EngineeringScott Fettig44Smith StDallas Dr (Hwy 77)Hill St03/06/23 08/31/23 Utility installations andpavement replacement.EngineeringScott Fettig45Sycamore StIndustrial StWainwright St04/24/23 07/11/23 Roadway & UtilitiesEngineeringSeth Garcia46Sycamore StExposition StCrawford St03/13/23 07/17/23 Utility installations andpavement replacement.EngineeringScott Fettig47Thunderbird Dr.Colonial Dr.Crestmeadow St.06/05/23 07/31/23 Utility installations andpavement replacement.EngineeringScott Fettig48Val Verde CtMontecito RdDead End East05/19/23 06/30/23 Mill and OverlayStreetsJeff Jones49Wainwright StPrairie StSycamore St04/24/23 07/11/23 Roadway, utilitiesEngineeringSeth Garcia50Wainwright StHighland StPrairie St03/13/23 07/14/23 Utility installations andpavement replacement.EngineeringScott Fettig51Willow Stone StPheasant Hollow StShadow Trl05/30/23 07/15/23 This work includes roadreconstruction with subgradestabilization, asphalt paving,and concrete curb and gutter.OtherTaylor Holt52Wisteria StParvin StLaurel St05/30/23 08/01/23 Utility installations andpavement replacement.EngineeringScott Fettig53Wood StMcKinney StHickory St04/11/22 06/30/23 Utility installations andpavement replacement.EngineeringScott Fettig54Woodrow LnMcKinney StTroy H Lagrone Dr02/20/23 07/05/23 Water tie inPublic Works Inspections Ryan Cuba Exported on June 23, 2023 11:47:31 AM CDT113
3 Street Closure Report: Completed ClosuresStreet/ IntersectionFromToClosure StartDateClosure EndDateDescriptionDepartmentDepartment Contact1Angelina Bend DrSan Gabriel DrAngelina Bend Dr (1416) 01/17/23 05/31/23 Street ReconstructionEngineeringDustin Draper2Churchill DrNottingham DrBurning Tree Ln05/15/23 06/16/23 Pipe bursting sewer pipe Public Works Inspections Armando Beltran3Fulton StCrescent StCordell St05/08/23 06/16/23 Replacing public utilities inroadway/ intersectionPublic Works Inspections Lee Thurmond4Hickory StElm StAustin St03/20/23 06/06/23 Installation of DiagonalCrosswalksEngineeringRobin Davis5Locust StWalnut StOak St03/20/23 06/06/23 Installation of DiagonalCrosswalksEngineeringRobin Davis6Mistywood LnRobinwood LnSherwood Ln12/09/22 06/15/23 Water Distribution will beinstalling a new main line andservices.WaterTiffany Sherrane7Myrtle StEagle DrFort Worth Dr04/05/23 06/09/23 Relocating gas main andservice lines.AtmosZabdiel Mota8Oak StThomas StBonnie Brae St06/08/23 06/16/23 Work on the DME substation Public Works Inspections Lee Thurmond9Riesling DrRhone DrMerlot Dr05/01/23 06/08/23 Concrete Panel and SidewalkRepairStreetsRoy San Miguel10Sandy Creek DrAngelina Bend DrAngelina Bend Dr05/18/23 06/23/23 Street ReconstructionEngineeringDustin Draper11Windsor DrBurning Tree LnNottingham Dr05/15/23 06/05/23 Shoulder closure - to locate awaterline for pipe burstingproject.Public Works Inspections Armando Beltran Exported on June 23, 2023 11:47:42 AM CDT114