Loading...
The URL can be used to link to this page
Your browser does not support the video tag.
Home
My WebLink
About
08-02-23 Board Packet
1 OTAY WATER DISTRICT AND OTAY WATER DISTRICT FINANCING AUTHORITY BOARD OF DIRECTORS MEETING 2554 SWEETWATER SPRINGS BOULEVARD SPRING VALLEY, CALIFORNIA WEDNESDAY AUGUST 2, 2023 3:30 P.M. AGENDA 1. ROLL CALL 2. PLEDGE OF ALLEGIANCE 3. APPROVAL OF AGENDA 4. PRESENTATION OF AWARDS FOR THE 2023 “STUDENT POSTER CON- TEST” WINNERS (SALMERON) 5. PUBLIC PARTICIPATION – OPPORTUNITY FOR MEMBERS OF THE PUBLIC TO SPEAK TO THE BOARD ON ANY SUBJECT MATTER WITHIN THE BOARD’S JURISDICTION INCLUDING AN ITEM ON TODAY’S AGENDA The District’s meeting is live streamed. Information on how to watch and listen to the District’s meeting can be found at this link: https://otaywater.gov/board-of- directors/agenda-and-minutes/board-agenda/. CONSENT CALENDAR 6. ITEMS TO BE ACTED UPON WITHOUT DISCUSSION, UNLESS A REQUEST IS MADE BY A MEMBER OF THE BOARD OR THE PUBLIC TO DISCUSS A PARTICULAR ITEM: a) AUTHORIZE THE GENERAL MANAGER TO ISSUE PURCHASE ORDERS OF UP TO THE BUDGETED AMOUNT, AND ANY INFLATION ADJUST- MENTS IN ADDITION TO THE BUDGETED AMOUNTS, WHEN PRICING AND VEHICLES ARE AVAILABLE FOR THE PURCHASE OF THREE FLEET VEHICLES, ONE SKID STEER, AND TWO WATER TRAILERS, IN AN OVERALL COST OF $1,069,000; AND SURPLUS THE FOLLOWING UNITS: #174 A UTILITY TRUCK, #215 A DUMP TRUCK, #212 VACTOR TRUCK, AND #2561 SKID STEER 2 b) ADOPT RESOLUTION NO. 4435 FOR THE JOSE MANUEL CARDENAS WATER ANNEXATION, 0 PROCTOR VALLEY ROAD, CHULA VISTA, CA 91914, APNS: 595-020-14-00 AND 595-020-53-00 TO THE OTAY WATER DISTRICT WATER IMPROVEMENT DISTRICT NO. 22/27 c) AUTHORIZE THE GENERAL MANAGER TO ENTER INTO A MEMORAN- DUM OF UNDERSTANDING (MOU) WITH THE SWEETWATER AUTHOR- ITY FOR THE PLANNING OF THE JOINT SWEETWATER AUTHORITY (SWA) – OTAY WATER DISTRICT (OWD) RECYCLED WATER INTERTIE PROJECT ACTION ITEMS 7. BOARD a) APPROVE TO INCREASE THE CIP R2117 BUDGET BY $775,000 (FROM $3,500,000 TO $4,275,000); AND AUTHORIZE THE GENERAL MANAGER TO EXECUTE AN AGREEMENT WITH GSE CONSTRUCTION CO., INC. (GSE) FOR THE CONSTRUCTION OF THE RALPH W. CHAPMAN WATER RECLAMATION FACILITY (RWCWRF) DISINFECTION SYSTEM IMPROVE- MENTS PROJECT IN AN AMOUNT NOT-TO-EXCEED $3,491,400 (BEPPLER) b) DISCUSS THE 2023 BOARD MEETING CALENDAR (RAMOS-KROGMAN) INFORMATIONAL ITEMS 8. THE FOLLOWING ITEM IS PROVIDED TO THE BOARD FOR INFORMA- TIONAL PURPOSES ONLY. NO ACTION IS REQUIRED ON THE FOLLOWING AGENDA ITEM: a) 2023 CUSTOMER OPINION SURVEY (OTERO) REPORTS 9. GENERAL MANAGER’S REPORT 10. SAN DIEGO COUNTY WATER AUTHORITY UPDATE 11. DIRECTORS' REPORTS/REQUESTS 12. PRESIDENT’S REPORT/REQUESTS OTAY WATER DISTRICT FINANCING AUTHORITY 13. NO MATTERS TO DISCUSS 3 14. ADJOURNMENT All items appearing on this agenda, whether or not expressly listed for action, may be deliberated and may be subject to action by the Board. The Agenda, and any attachments containing written information, are available at the District’s website at www.otaywater.gov. Written changes to any items to be considered at the open meeting, or to any attachments, will be posted on the District’s website. Copies of the Agenda and all attachments are also available by contacting the District Secretary at (619) 670-2253. If you have any disability which would require accommodation in order to enable you to participate in this meeting, please call the District Secretary at (619) 670-2253 at least 24 hours prior to the meeting. Certification of Posting I certify that on July 28, 2023, I posted a copy of the foregoing agenda near the regular meeting place of the Board of Directors of Otay Water District, said time being at least 72 hours in advance of the regular meeting of the Board of Directors (Government Code Section §54954.2). Executed at Spring Valley, California on July 28, 2023. /s/ Tita Ramos-Krogman, District Secretary STAFF REPORT TYPE MEETING: Regular Board MEETING DATE: August 2, 2023 SUBMITTED BY: Charles Mederos, Utility Services Manager PROJECTS: P2282, P2286 DIV. NO. ALL APPROVED BY: Andrew Jackson, Chief of Water Operations Jose Martinez, General Manager SUBJECT: AUTHORIZE THE PURCHASE OF THREE FLEET VEHICLES, ONE SKID-STEER, TWO WATER TANK TRAILERS, AND TO DECLARE UNITS #174, #215, #2561, AND #212 AS SURPLUS GENERAL MANAGER’S RECOMMENDATION: That the Board authorize the General Manager to issue purchase orders of up to the budgeted amount, and any inflation adjustments in addition to the budgeted amounts, when pricing and vehicles are available for the purchase of three fleet vehicles, one skid steer, and two water trailers, as described below, in an overall cost of $1,069,000.00: •One (1) Utility Truck, class 7 with automatic transmission of upto the budgeted amount of $330,000.00. •One (1) Dump Truck, Class 5 with automatic transmission of up tothe budgeted amount of $130,000.00. •One (1) Hydro-Excavator, Class 7 with automatic transmission ofup to budgeted amount of $410,000.00. •One (1) Skid Steer with attachments of up to budgeted amount of $115,000.00. •Two (2) water trailers at $42,000.00 each, of up to total budgeted amount of $84,000.00. Staff also recommends to surplus the following Units: #174 a Utility Truck, #215 a Dump Truck, #212 Vactor Truck, and #2561 Skid Steer. AGENDA ITEM 6a COMMITTEE ACTION: See “Attachment A.” PURPOSE: To obtain Board authorization to purchase three fleet vehicles, one skid steer and two water trailers of up to the budgeted amounts, if applicable, include any inflation adjustments, for FY24 or when vehicles are available for purchase, and declare Units #174 utility truck, #215 a dump truck, #215 vactor truck, and #2561 skid steer, as surplus. ANALYSIS: There are three vehicles, one skid steer and two water trailers included in the approved FY24 budget. The window of opportunity to place orders for these vehicles is extremely narrow due to pent-up demand for fleet vehicles. For instance, during FY22, a class 7 commercial utility truck was ordered with a purchase order, and in FY23, two dump trucks class 8 and class 7 and one class 5 utility truck were also ordered with purchase orders, and they have not been received yet. These vehicles have a tentative delivery date of late September, early October 2023. This lead time is due to the high demand and short supply of these types of vehicles coupled with the upcoming California Air Resources Board (CARB) Clean Fleets Regulation that will take effect on January 2024. If staff waits to place orders until pricing becomes available later this calendar year and then seek Board authorization, the District could be locked out of the opportunity to purchase during calendar year 2023 and will be subject to the CARB regulation requiring that any vehicles replaced class 2b and above on calendar year 2024 must be 50% Zero Emissions Vehicle (ZEV), if available, in addition to potentially higher costs due to inflation. As a remedy to this problem, staff plans to purchase the vehicles through Sourcewell’s Cooperative Agreements: 1) either with National Auto Fleet Group (NAFG), which allows government agencies to reserve certain vehicles ahead of manufacturers’ pricing without the obligation to purchase; or 2) body equipment companies that are specialized in building certain vehicles such as the hydro-excavator truck. It should be noted that certain commercial chassis manufacturers allocate their production to the region then ultimately to local dealers. Thus, it is important for the District to issue a purchase order to the dealer(s) as soon as possible to 3 get a build slot reserved. It is important to note that last fiscal year, staff requested the Board of Directors to authorize the General Manager to issue purchase orders as Fleet vehicles were available. Staff were able to secure these purchases and reserve a build slot for those fleet vehicles under production. Therefore, avoiding extended lead times due to the short supply. Note: Cooperative/Joint Purchases are authorized under Section 6.2.3 of the Purchasing Manual. These purchases are exempt from the District’s competitive solicitation requirements so long as the contracts, schedules, and agreements are solicited in a manner substantially consistent with the District’s purchasing policies. Sourcewell is a State of Minnesota’s local government unit and service cooperative created under the laws of the State of Minnesota that offer cooperative procurement solutions to government entities. Based on the mentioned reasons, it is imperative to seek pre-authorization from the Board to secure the purchases of the vehicles, skid steer, and water trailers as soon as possible. The requested three vehicles and skid steer will replace the units as described below (Attachment B). The two water trailers will be an addition to the existing four water trailers that the District utilizes during planned and unplanned shutdowns and serve as gradual replacements. • Unit #174 (2007 Sterling Crew Truck Utility Maintenance – 50,051 miles). This vehicle is a Utility Truck and is 16 years old and in need of replacement. This truck is utilized to perform preventive and corrective maintenance on District’s assets. The new truck will be equipped with a high reach capacity crane, air compressor, and an automatic transmission. • Unit #215 (2012 Ford F550 Dump Truck Utility Maintenance – 59,565 miles). This vehicle is a Utility Crew Dump Truck and is 11 years old and in need of replacement. The new dump truck will be like the one replaced but possibly with a diesel engine. • Unit #212 (2012 International/Vactor Hydro-Excavator Utility Maintenance – 42,241 miles). This vehicle is 11 years old and in need of replacement. The Hydro-Excavator is utilized to assist during excavations using a combination of high pressure water and a powerful vacuum to break up the soil and immediately remove it by placing it into the debris tank of the unit. • Unit #2561 (1994 Bobcat Skid steer). The Skid Steer is 29 years old, powered by a gasoline engine and located at the 4 Regulatory facility. It is used to clean out the catch basin and load material into smaller dump trucks. It will be replaced with a John Deere skid steer with cab enclosure, water system, and the following attachments: cold planer, box broom sweeper and four-in-one bucket. The skid steer and attachments will be used for valve replacements. The machine will be equipped with a high-flow hydraulic system capable of running cold planner. A cold planner is used to grind down asphalt to recess trench plate to street level per County of San Diego Public Works requirements. • Two 400-gallon stainless water tank trailers with four-spigot manifolds in the rear. To be used for the distribution of drinking water during main breaks and scheduled shutdowns. These additional water trailers are necessary to supply a temporary source of water to affected customers during extended area shutdowns or multiple housing units that are affected. Since the District requires reliable vehicles for emergency response with the capacity to perform repairs in a timely manner, staff requests to obtain Board authorization to surplus Unit #174, #215, #212, and #2561, and secure their replacements to maintain critical water and sewer services. The utility truck is used to transport the District’s heavy construction equipment including backhoes, skid steers, shoring trailers, among other large equipment. The Vactor Hydro-Excavator is used to facilitate excavations during scheduled and emergency repairs. The dump truck is used to transport materials such as Decomposed Granite (DG) and cold mix during these repairs. Based on the system operation evaluation of workflow and the current market uncertainty of vehicle stock and upcoming CARB regulation, staff recommends that the Board of Directors to authorize the General Manager to issue purchase orders to purchase the vehicles and equipment requested in this Staff report. FISCAL IMPACT: Joe Beachem, Chief Financial Officer The total budgeted cost for the three vehicles is $870,000.00, which will be charged against the Vehicle Capital Purchases CIP P2282. The total budgeted cost for the skid steer and two water trailers is $199,000.00 and will be charged against the Field Equipment CIP P2286. The Finance Department has determined that 100 percent of the funds are available to cover the cost of the Capital Purchases. 5 STRATEGIC GOAL: Operate the system to meet demand 24 hours a day, seven days a week. LEGAL IMPACT: None. Attachments: Attachment A – Committee Action Attachment B – Photos of Surplus Vehicles ATTACHMENT A SUBJECT/PROJECT: AUTHORIZE THE PURCHASE OF THREE FLEET VEHICLES, ONE SKID-STEER, TWO WATER TANK TRAILERS, AND TO DECLARE UNITS #174, #215, #2561, AND #212 AS SURPLUS COMMITTEE ACTION: The Engineering, Operations, and Water Resources Committee reviewed this item at a meeting held on July 19, 2023, and the following comments were made: • As stated in the staff report, the window of opportunity to place orders is extremely narrow due to pent-up demand for fleet vehicles. If the District waits until pricing becomes available later this calendar year and seek board authorization, it would be locked out of the opportunity to purchase and issue purchase orders before the end of calendar year 2023 and be subject to the California Air Resources Board (CARB) regulations as it pertains to the Advanced Clean Fleet (ACF) mandate. • The CARB regulations and ACF mandate require that any fleet purchase be 50% Zero Emissions for calendar year 2024 and 100% Zero Emissions by calendar year 2027. All vehicles purchased before 2024 are exempt from these regulations and mandate. • Staff discussed market conditions and increased lead times for the acquisition of vehicles. It was noted that some of the fleet vehicles that were purchased at the beginning of Fiscal Year 2023 have been received, except for two dump trucks and an F-550 truck. These vehicles have an anticipated delivery date between late September to early October 2023. • In response to a question from the Committee regarding shared services and District vehicles, staff stated that the District receives compensation for lending out its Hydro-Excavator/Vactor trucks if a surrounding agency requires the use of District fleet. Following the discussion, the Committee supported staff’s recommendation and presentation to the full board as a Consent Item. Atachment B Surplus Vehicles Unit #174 - 50,051 Miles Unit #212 - 42,241 Miles Unit #215 - 59,565 miles Skid Steer #2561 STAFF REPORT TYPE MEETING: Regular Board MEETING DATE: August 2, 2023 SUBMITTED BY: Kevin Cameron Engineering Manager PROJECT NO: ANX-23-003 DIV. NO. 3 APPROVED BY: Michael Long, Chief, Engineering Jose Martinez, General Manager SUBJECT: Adopt Resolution No. 4435 for the Jose Manuel Cardenas Water Annexation, 0 Proctor Valley Road, Chula Vista, CA 91914, APNs: 595-020-14-00 and 595-020-53-00, to the Otay Water District Water Improvement District No. 22/27 GENERAL MANAGER’S RECOMMENDATION: That the Board of Directors (Board) adopt Resolution No. 4435, the annexation of the properties of Jose Manuel Cardenas Water Annexation, 0 Proctor Valley Road, Chula Vista, CA 91914, APNs: 595-020-14-00 and 595-020-53-00 to the Otay Water District Water Improvement District No. 22/27 (see Attachment B). COMMITTEE ACTION: Please see Attachment A. PURPOSE: The purpose of the proposed annexation of the properties, owned by Jose Manuel Cardenas (“Property Owner”), located at 0 Proctor Valley Road, Chula Vista, CA 91914, APNs: 595-020-14-00 and 595-020-53-00 to the Otay Water District Water Improvement District No. 22/27 is to make water service available to the parcels owned by the Property Owner. AGENDA ITEM 6b 2 ANALYSIS: A written request and Petition signed by Property Owner has been received for annexation of APNs: 595-020-14-00 and 595-020-53-00 into Improvement District No. 22/27 for water service. The total acreage to be annexed is 0.7 acres. The parcel is currently within the District’s sphere of influence of the District’s Water Improvement District No. 22/27 as shown in Exhibit D. Therefore, annexation of this property to the District, and to Improvement District No. 22/27, is required for water service. The property currently receives no water service and the District’s water facilities front the property. The annexation will not create an island. FISCAL IMPACT: Joe Beachem, Chief Financial Officer The property owner has paid the District’s annexation processing fee of $970.30, and the water annexation of $2,454.95 for a total of $3,425.25 deposited into account D1165-090609 and will pay any additional service fees including the water capacity fee as established in the attached Resolution No. 4435. GRANTS/LOANS: Not applicable. STRATEGIC GOAL: This Project supports the District’s Mission statement, “To provide exceptional water and wastewater service to its customers, and to manage District resources in a transparent and fiscally responsible manner” and the General Manager’s Vision, "To be a model water agency by providing stellar service, achieving measurable results, and continuously improving operational practices." LEGAL IMPACT: No legal impact. KC/MJL:mlw C:\OneDrive\Otay Water District\ENG PUBLIC SERVICES - Documents\SAMP WSA ANX\D1165-090609 Water Annexation Proctor Valley Rd APN 595-020-53 &14\Staff Report\BD 08-02-2023 - Water Annexation ID 22-27 -Jose M. Cardenas Annex Request.doc Attachments: Attachment A - Committee Action Attachment B - Resolution No. 4435 Exhibit A - Legal Description Exhibit B - Legal Map Exhibit C – Grant Deed Exhibit D – Location Map ATTACHMENT A SUBJECT/PROJECT: ANX-23-003 Adopt Resolution No. 4435 for the Jose Manuel Cardenas Water Annexation, 0 Proctor Valley Road, Chula Vista, CA 91914, APNs: 595-020-14-00 and 595-020-53-00, to the Otay Water District Water Improvement District No. 22/27 COMMITTEE ACTION: The Engineering, Operations, and Water Resources Committee reviewed this item at a meeting held on July 19, 2023, and the following comments were made: • In response to a question from the Committee, staff indicated that the last sewer annexation was processed a few months ago and the last water annexation was processed last year. • There was a discussion on standby fees. Staff stated that standby fees allow property owners to waive fees until they want to connect to the District’s water/sewer service system. Following the discussion, the Committee supported staff’s recommendation and presentation to the full board as a Consent Item. ATTACHMENT B Page 1 of 4 RESOLUTION NO. 4435 A RESOLUTION OF THE BOARD OF DIRECTORS OF OTAY WATER DISTRICT APPROVING THE ANNEXATION TO OTAY WATER DISTRICT WATER IMPROVEMENT DISTRICT NO. 22/27 OF THOSE LANDS DESCRIBED AS “JOSE MANUAL CARDENAS WATER ANNEXATION (APNs: 595-020-14-00 and 595-020-53-00)” (FILE NO. ANX 23-003/DIVISION 3) WHEREAS, a letter has been submitted by Jose Manuel Cardenas, the owner and party that has an interest in the land described in Exhibit "A," attached hereto, for annexation of said land to Otay Water District Water Improvement District No. 22/27 pursuant to California Water Code Section 72670 et seq.; and WHEREAS, pursuant to Section 72680.1 of said Water Code, the Board of Directors may proceed and act thereon without notice and hearing. NOW, THEREFORE, THE BOARD OF DIRECTORS OF THE OTAY WATER DISTRICT FINDS, RESOLVES, ORDERS AND DETERMINES as follows: 1. A depiction of the area proposed to be annexed, and the boundaries of ID 22/27 following the annexation, is set forth on a map in Exhibit “B” filed with the Secretary of the District, which map shall govern for all details as to the area proposed to be annexed. 2. The purpose of the proposed annexation is to make water service available to the area to be annexed, which availability constitutes a benefit to said area. 3. The Board finds and determines that the area proposed to be annexed to ID 22/27 will be benefited by such annexation and that the property currently within ID 22/27 will also be ATTACHMENT B Page 2 of 4 benefited and not injured by such annexation because after the annexation a larger tax base will be available to finance the water facilities and improvements of ID 22/27. 4. The Board of Directors hereby declares that the annexation of said property is subject to the owners complying with the following terms and conditions: (a) The petitioner for said annexation shall pay to Otay Water District the following: (1) The annexation processing fee and water annexation fee at the time of application; (2) State Board of Equalization filing fees in the amount of $300 (Requirements & Fees – Boundary Change, August 1, 2005); (3) The OWD capacity fees at the time of connection to the Otay Water District water system; (4) Any annual assessment fees collected through the County Tax Assessor’s for APNs: 595-020- 14-00 and 595-020-53-00; (5) In the event that sewer service is to be provided, Petitioners shall pay all applicable sewer fees per Equipment Dwelling Unit (EDU) at the time the sewer connection is purchased; and (6) Payment by the owner of APNs: 595-020-14-00 and 595-020-53-00 of all other applicable local or state agency fees or charges. ATTACHMENT B Page 3 of 4 (b) The property to be annexed shall be subject to taxation after annexation thereof for the purposes of the improvement district, including the payment of principal and interest on bonds and other obligations of the improvement district, authorized and outstanding at the time of annexation, the same as if the annexed property had always been a part of the improvement district. 5. The Board hereby declares the property described in Exhibit "A" and depicted in Exhibit “B” shall be considered annexed to ID 22/27 upon passage of this resolution. 6. The Board of Directors further finds and determines that there are no exchanges of property tax revenues to be made pursuant to California Revenue and Taxation Code Section 95 et seq., as a result of such annexation. 7. The annexation of APNs: 595-020-14-00 and 595-020-53- 00 to the District’s Water Improvement District 22/27 is hereby designated as the “JOSE MANUAL CARDENAS WATER ANNEXATION (APNs: 595-020-14-00 and 595-020-53-00)”. 8. Pursuant to Section 57202(a) of the Government Code, the effective date of the “JOSE MANUAL CARDENAS WATER ANNEXATION (APNs: 595-020-14-00 and 595-020-53-00)” shall be the date this Resolution is adopted by the Board of Directors of the Otay Water District. 9. The General Manager of the District and the Secretary of the District, or their respective designees, are hereby ATTACHMENT B Page 4 of 4 ordered to take all actions required to complete this annexation. PASSED, APPROVED AND ADOPTED by the Board of Directors of the Otay Water District at a regular meeting held this 2nd day of August, 2023. President ATTEST: __________________________________ District Secretary 5/06/2023 EXHIBIT A ANNEXATION TO OTAY WATER IMPROVEMENT DISTRICT NO. 22/27 ANNEXATION NO. ANX-23-003 ANNEXATION TO OTAY WATER DISTRICT GEOGRAPHICAL DESCRIPTION LOTS 29 AND 31 OF HALLEY'S ADDITION, IN THE COUNTY OF SAN DIEGO, STATE OF CALIFORNIA, ACCORDING TO MAP THEREOF NO. 1286, FILED IN THE OFFICE OF THE COUNTY RECORDER OF SAN DIEGO COUNTY, SEPTEMBER 22, 1910, MORE PARTICULARY DESCRIBED AS FOLLOWS: COMMENCING AT THE NORTHWEST CORNER OF SECTION 28, TOWNSHIP 17 SOUTH, RANGE 1 WEST, SAN BERNARDINO, ACCORDING TO OFFICIAL PLAT THEREOF FILED IN SAID OFFICE OF THE COUNTY RECORDER: THENCE, ALONG THE FOLLOWING COURSES: COURSE 1: NORTH 89° 59' 21” EAST 656.36' TO THE NORTHEAST CORNER OF LOT 33 OF MAP 1286 COURSE 2: SOUTH 01° 27' 27" WEST 380.14' TO THE NORTHEAST CORNER OF LOT 31 BEING THE TRUE POINT OF BEGINNING; THENCE, ALONG THE EAST LINE OF LOT 31, COURSE 3: SOUTH 01°27' 27" WEST 77.18' TO THE SOUTHEAST CORNER OF LOT 31, THENCE ALONG THE SOUTH LINES OF LOTS 31 AND 29 THE WEST LINES OF LOTS 29 AND 31 THE FOLLOWING COURSES: COURSE 4: SOUTH 77°37' 46” WEST 29.30' COURSE 5: SOUTH 51°54' 24” WEST 183.16' COURSE 6: SOUTH 76°53' 21” WEST 42.66' COURSE 7: NORTH 01°24' 55” EAST 206.44' TO THE NORTHWEST CORNER OF LOT 31 COURSE 8: NORTH 89°57' 24” WEST 211.70 TO THE TRUE POINT OF BEGINNING CONTAINING 20,058.8 SQUARE FEET OR 0.700 ACRES MORE OR LESS. FOR ASSESSMENT PURPOSES ONLY. THIS DESCRIPTION IS NOT A LEGAL PROPERTY DESCRIPTION AS DEFINED IN SUBDIVISION MAP ACT AND MAY NOT BE USED AS THE BASIS FOR AN OFFER FOR SALE OF THE LAND DESCRIBED. VICTOR RODRIGUEZ-FERNANDEZ DATE LS 5335 SITE OTAY WATER DISTRICT ANNEXATION 0 30 60 DATE: 5/6/2023 ANNEXATION NO. 2023 - ANNEXATION TO OTAY WATER DISTRICT PLAT MAP VICTOR RODRIGUEZ-FERNANDEZ LS 5335 38 0 . 1 4 ' OTAY WATER DISTRICTANNEXATION OF APN 595-020-14-00 and 595-020-53-00TO THE OTAY WATER DISTRICT AND TOWATER IMPROVEMENT DISTRICT 22 EXHIBIT D C: \ O n e D r i v e W o r k \ O t a y W a t e r D i s t r i c t \ E N G P U B L I C S E R V I C E S - D o c u m e n t s \ S A M P W S A A N X \ D 1 1 6 5 - 0 9 0 6 0 9 W a t e r A n n e x a t i o n P r o c t o r V a l l e y R d A P N 5 9 5 - 0 2 0 - 5 3 & 1 4 \ A r c h i v e \ E x h i b i t C - W a t e r A n n e x a t i o n 5 9 5 - 0 2 0 - 1 4 - 0 0 , 5 9 5 - 0 2 0 - 5 3 - 0 0 , A N X - 2 3 - 0 0 3 . m x d 33 VICINITY MAP PROJECT SITE DIV 5 DIV 1 DIV 2 DIV 4 DIV 3 ÃÅ54 !\ ÃÅ125 ÃÅ94 ÃÅ905 §¨¦805 FNTS APN 595-020-14-00 ANX-23-003F 0 12060 Feet PROCT O R APN 595-020-53-00 Aä VALLEY RD STAFF REPORT TYPE MEETING: Regular Board MEETING DATE: August 2, 2023 SUBMITTED BY: Bob Kennedy Engineering Manager PROJECT: P1210- 008000 DIV. NO. All APPROVED BY: Michael Long, Chief, Engineering Jose Martinez, General Manager SUBJECT: Approval of Memorandum of Understanding with Sweetwater Authority for the Joint Sweetwater Authority – Otay Water District Recycled Water Intertie Project GENERAL MANAGER’S RECOMMENDATION: That the Otay Water District (District) Board authorizes the General Manager to enter into a Memorandum of Understanding (MOU) (see Attachment B) with Sweetwater Authority for the planning of the Joint Sweetwater Authority (SWA) – Otay Water District (OWD) Recycled Water Intertie Project(see Exhibit A for Project location). COMMITTEE ACTION: Please see Attachment A. PURPOSE: To obtain Board authorization for the General Manager to enter into a MOU which will set forth the understanding of the District and SWA for the first phase of the joint Recycled Water Intertie Project between the District and SWA and memorializes the agreement of the parties concerning their respective responsibilities. The purpose of this MOU is to establish the terms and conditions for the Phase I study and outline the financial obligations for each agency. The State Water Resources Control Board (SWRCB) has requested a draft version of this MOU and has indicated to staff that an executed MOU will be a condition of funding the grant, if AGENDA ITEM 6c 2 approved. If grant funding is not available, both agencies will pursue the joint Recycled Water Intertie Project and split costs equally (50%-50% each). ANALYSIS: On August 11, 2022, two Board members from OWD and two Board members from SWA met as an Ad Hoc Committee or Task Force to discuss potential recycled water opportunities and to look for ways to work together to solve recycled water supply and distribution issues between the agencies. A joint project with SWA to study the feasibility of recycled water use within SWA’s jurisdiction, through the expansion of the existing infrastructure within the District’s service area, was the focus of this meeting. The MOU proposes the feasibility study to be prepared by a consultant in conjunction with staff from OWD and SWA. The study is intended to include an assessment of potential recycled water uses and customers within the District and SWA service areas and the amount of recycled water that could reasonably be used. The study will also prepare feasibility level cost estimates and timelines to convert existing potable irrigation systems for recycled water use at identified customer sites and for construction of any new infrastructure required for conveyance of recycled water from OWD to customers within SWA. Lastly, a determination of the regulatory compliance that would be required for OWD and SWA to implement the use of recycled water within the SWA service area will be included in the study. Staff identified the SWRCB Water Recycling Funding Program Planning Grant as a possible opportunity to receive funding for this planning project. Generally, all costs necessary to determine the feasibility of using recycled water may be eligible for the planning grant. On October 5, 2022, the Board approved Resolution No. 4417 that authorized the submittal of the financial assistance application for a planning grant agreement from the SWRCB for the OWD & SWA Recycled Water Intertie Project. On February 8, 2023, staff submitted the application and are waiting for the SWRCB to respond. The grant, if awarded, will generally cover up to 100 percent of the eligible planning costs up to the $300,000 maximum established by SWRCB. FISCAL IMPACT: Joe Beachem, Chief Financial Officer As a part of the Fiscal Year (FY) 2024 operating budget development process, the FY 2024 budget for outside services was projected by staff to be $50,000. Staff expects a $100,000 expenditure for FY 3 2025. The District’s six-year rate model, as part of the FY 2024 budget, includes the anticipated future years’ expenditures associated with this Project through its completion in FY 2025. Based on a review of the budget, staff has determined that with the combined approved FY 2024 and planned FY 2025 budgets, it is anticipated to be sufficient to support the Recycled Water Intertie Project Study. GRANTS/LOANS: Engineering staff has identified the SWRCB Water Recycling Funding Program Planning Grant as a possible funding source for the Joint Sweetwater Authority – Otay Water District Recycled Water Intertie Project. STRATEGIC GOAL: This Project supports the District’s Mission statement, “To provide exceptional water and wastewater service to its customers, and to manage District resources in a transparent and fiscally responsible manner” and the General Manager’s Vision, "To be a model water agency by providing stellar service, achieving measurable results, and continuously improving operational practices." LEGAL IMPACT: None. BK/ML:jf Https://Otaywater365.Sharepoint.Com/Sites/Engoperating/Shared Documents/Engineering/Sweetwater Authority/Recycled Water Lntertie/Staff Reports/08-02-23/Bd_08-02-2023_Staff Report_MOU Between OWD And SWA For Recycled Intertie Study (BK- ML).Docx Attachments: Attachment A – Committee Action Attachment B – MOU Attachment C - Presentation Exhibit A – Project Location ATTACHMENT A SUBJECT/PROJECT: P1210 Approval of Memorandum of Understanding with Sweetwater Authority for the Joint Sweetwater Authority – Otay Water District Recycled Water Intertie Project COMMITTEE ACTION: The Ad-hoc Otay Water District and Sweetwater Authority Committee and/or Task Force reviewed this item at a meeting held on July 26, 2023, and the following comments were made: • Staff stated that the purpose of this item is to obtain Board authorization for the General Manager to enter into a Memorandum of Understanding between the District and Sweetwater Authority for the first phase of the joint Recycled Water Intertie Project. • Staff noted the District is waiting for the State Water Resources Control Board to respond to the grant application submitted for a Water Recycling Funding Program Planning Grant but that both agencies are prepared to proceed with the study. • Staff provided an overview of the next step to get a consultant selected to prepare the report. Staff noted that staff from both agencies will be preparing the scope of work and reviewing proposals the District receives. • In response to the Committee, staff stated that Sweetwater Authority will be considering this MOU in August and the advertisement for consultants is anticipated to go out after both agencies have approved the MOU. Following the discussion, the Committee supported staff’s recommendation and presentation to the full board as a Consent Item. 60026.00014\41417278.1 {AS7 Law San Diego/004344/000002/K/S0552039.DOCX}Page 1 of 7 Attachment B AGREEMENT BETWEEN SWEETWATER AUTHORITY AND OTAY WATER DISTRICT FOR JOINT PARTICIPATION IN THE RECYCLED WATER INTERTIE PROJECT This Agreement for Joint Participation in the Recycled Water Intertie Project (“Agreement”) is made and entered into as of , 2023, by and between Otay Water District, a municipal water district established under the Municipal Water District Law of 1911, Water Code § 71000 et seq.(hereinafter referred to as “Otay”), and Sweetwater Authority, a Joint Powers Authority organized and operating under the Irrigation District Law of the State of California, Water Code Section 20500 et seq. (hereinafter referred to as “Sweetwater”). Otay and Sweetwater are collectively referred to hereinafter as the Parties and singularly, Party. The Parties enter into this Agreement with reference to the following facts: RECITALS A. The economy, employment, and quality of life within the San Diego County region is dependent on a reliable and affordable water supply that is provided through cooperation of regional and local water agencies. B. The objective of the Parties is to evaluate a collaborative approach to maximize water reuse and strengthen local water supplies. The proposed regional recycled water project will leverage existing storage and expand an existing distribution system into Sweetwater’s service area and to new and undeveloped areas of Otay’s service area. C. The purpose of the Proposed Recycled Water Intertie Project (the “Project”) is to increase the use of recycled water within the Sweetwater service area and expanding the use within Otay’s service area by identifying: (a) potential users of recycled water; (b) the infrastructure required for the Project; (c) the regulatory requirements and legal issues associated with the Project; (d) funding opportunities and/or requirements for the Project, including grants and low interest state/ federal funding opportunities; and (e) the feasibility of constructing, operating and maintaining recycled water infrastructure within the Parties’ service areas. A map of the Project is attached as Exhibit A. D. The Parties will proceed with the evaluation and potential development of the Project in a phased approach, with a first phase, as described and defined in this Agreement, aimed at determining Project feasibility, and future phases, aimed at potential Project implementation. Future participation in and cost-sharing for additional phases would be determined by separate agreement of the Parties. E. The Parties each have determined that it is in their respective best interest and in the interest of their customers and constituents to enter into this Agreement. 60026.00014\41417278.1 {AS7 Law San Diego/004344/000002/K/S0552039.DOCX}Page 2 of 7 AGREEMENT NOW, THEREFORE, in consideration of the mutual covenants and conditions herein contained, and other valuable consideration, the Parties hereby agree as follows: 1. Recitals and Exhibits. The Recitals listed above are true and correct, and are hereby incorporated herein by this reference. All exhibits attached to this Agreement constitute an integral part of this Agreement and are incorporated into the terms hereof. 2. Project Scope. The Project is currently contemplated to be accomplished in two or more phases as described in this Section 2. a. Phase I: The Parties agree that Phase I shall include efforts related to preparation and completion of a Project study (“Phase I Efforts”), which study shall: i. determine the feasibility and viability of construction of recycled water infrastructure, ii. identify the related regulatory and legal issues and requirements, iii. estimate the cost to build, operate and maintain the recycled water infrastructure, and iv. estimate the potential potable water savings, within both Parties’ service areas. (“Proposed Project Study”)(“Phase I Efforts”). With regard to Project feasibility, the Proposed Project Study will evaluate the feasibility of expanding Otay’s existing recycled water system within the Otay service area and extending the system to Otay’s western and northern boundaries with Sweetwater’s service area and connecting Otay’s recycled water system to a future Sweetwater distribution system through a meter and pressure reducing station, in order to provide a recycled water supply for additional local users, provide additional potable reuse opportunities, improve water supply reliability in Otay’s central service area, reduce evaporative losses in Sweetwater Reservoir, and provide operational efficiency to Sweetwater’s Perdue Water Treatment Plant. b. Phase II: The Parties envision Phase II as undertaking the efforts needed in order to proceed with implementation of the Project, including but not limited to undertaking environmental review necessary for the Project, preparing the required environmental study for the Project, and initiating design of the Project. Future phases shall outline the obligations of the parties and efforts necessary for construction, operation, maintenance, and other requirements of the Project. The Parties’ decision about whether to proceed with Phase II or other phases, is dependent upon the outcomes of the Phase I Efforts. i. Phase II Efforts. The Parties agree, in the event they decide to pursue Phase II in the future, that a separate agreement will need to be entered into to establish the terms and conditions for the Phase II effort intended to consist of a pilot pipeline and irrigation conversion project, an environmental study, and the design, construction, operation, maintenance, replacement, and other conditions associated with the Project infrastructure facilities (“Phase II Efforts”). In the event of any conflict between the terms of this Agreement and the separate agreement, the terms of this Agreement shall govern in connection with Phase I Efforts and the terms of the separate agreement will govern in connection with Phase II Efforts. If, based on the results of Phase I, the Parties determine that Phase II Efforts are 60026.00014\41417278.1 {AS7 Law San Diego/004344/000002/K/S0552039.DOCX}Page 3 of 7 required, the Parties agree to execute such an agreement in a timely fashion. This Agreement does not obligate either of the Parties to agree to proceed to Phase II. 3. Financial Obligations. At the time of execution of this Agreement, the Parties estimate that the cost of the Proposed Project Study will be $300,000. The Parties will participate jointly and equally participate in any and all costs associated with the Proposed Project Study and all other Phase I Efforts. Specifically, the Parties agree: a. They shall equally share in any and all costs associated with the Phase I Efforts; provided, however, the cost of staff expenses associated with implementation of the Phase I Efforts, shall not be shared by the Parties and shall not be included or considered in each Party's computation of its participation toward costs of the Project. b. That they shall apply for grant funding to pay for up to $300,000 of this amount, from the State of California Water Resources Control Board (SWRCB) Water Recycling Funding Program grant for the Project. The Parties agree that the remaining cost will be paid for equally between the Parties. A copy of the SWRCB grant application is attached hereto as Exhibit B. The estimated costs included herein may be different in the final allocation if available grant funding is less than anticipated or the cost of the Proposed Study increases. If the estimated costs are different from the final allocation, the Parties may terminate this Agreement or by mutual agreement reallocate costs by adopting an addendum to this Agreement. 4. CEQA. The Parties agree that this Agreement, by itself, is not a project subject to CEQA. 5. Project Schedule. The current projected schedule for the Project is as follows: a. SWRCB grant application was submitted February 9, 2023. Phase I completion: TBD. b. Phase II pilot project, environmental and design completion: TBD c. Phase II construction complete: TBD d. Initiation of Recycled Water Intertie Project facility operations: TBD 6. Disputes. The Parties shall seek, in good faith and within a reasonable time, to resolve any disputes regarding this Agreement first by meeting and conferring among two designated staff representatives, one from each of the Parties. Any disputes that cannot be resolved by the staff representatives may be referred by either Party to the Sweetwater General Manager and to the Otay General Manager for resolution. Neither Party will pursue other methods of dispute resolution, including mediation or litigation, until there is an impasse between the two General Managers. a. Mediation. If a dispute arises out of, or relates to this Agreement, or the breach thereof, which cannot be resolved by the Parties, the Parties will first submit to mandatory mediation under the Rules of the American Arbitration Association, or any other neutral organization agreed upon before having recourse in a court of law. Any agreements resulting from mediation shall be documented in writing by all Parties. Mediation shall be confidential in accordance with the provisions of California law. All mediation results shall be "non-binding" and inadmissible for any purpose in any legal proceeding unless all Parties otherwise agree upon such admission in writing. 60026.00014\41417278.1 {AS7 Law San Diego/004344/000002/K/S0552039.DOCX}Page 4 of 7 7. Invoices. The Parties shall bill each other as appropriate by sending invoices to the following addresses: Otay Water District Sweetwater Authority 2554 Sweetwater Springs Boulevard P.O. Box 2328 Spring Valley, CA 91978-2096 Chula Vista, CA 91912 Attn: Michael Long Attn: Erick Del Bosque a. Payment Due; Delinquency. Each Party shall provide payment shall to the other Party at the address listed on the invoice on or before 45 calendar days following receipt of the invoice by either Party after the date of execution of this Agreement. In the event either Party fails to pay any amount when due, interest thereon shall accrue at the rate of ten percent per annum from the date when due until payment is received by either Party. 8. Term. The term of this Agreement shall become effective as of the date first written above and shall continue in full force and effect until that time when a Phase II agreement is fully executed by both Parties or this Agreement is terminated by mutual agreement of the Parties. 9. Indemnification. Each Party agrees to indemnify, defend at its expense, including attorneys’ fees, and hold the other Party harmless from and against all claims, costs, demands, losses, and liability of any nature whatsoever, including but not limited to liability for bodily injury, sickness, disease or death, property damage (including loss of use), or violation of law, caused by or arising out of any error, omission, negligent act, or willful misconduct of that Party, its officers, directors, employees, agents, volunteers, or any other person acting pursuant to its control in performing under this Agreement. 10. Entire Agreement. This Agreement, including all Recitals herein and Exhibits attached hereto, represents the entire understanding of the Parties as to those matters contained in herein, and supersedes and cancels any prior or contemporaneous oral or written understandings, promises, or representations with respect to those matters covered hereunder. Each Party acknowledges that no representations, inducements, promises, or agreements have been made by any person which are not incorporated herein, and that any other agreements shall be void. This is an integrated Agreement. 11. Governing Law; Venue. This Agreement will be interpreted in accordance with the laws of the State of California. If any action is brought to interpret or enforce any term of this Agreement, the action shall be brought in a state or federal court in the County of San Diego, State of California; provided that the dispute resolution procedure outlined in Section 6 has been completed. California law shall apply, without regard to any conflict of laws principles, to the interpretation of any provision of this Agreement. 12. Amendments. This Agreement may be modified only by a subsequent written amendment executed by the Parties. Either Party may give notice that it wishes to amend this Agreement at any time with written notice to the other Party. Any amendments will have to be mutually agreed upon by both Sweetwater and Otay, in writing. The Parties agree to negotiate and execute any required amendments to this Agreement in a timely fashion. 13. Non-Waiver. No delay or failure of either Party to insist upon the strict performance by the other Party of any covenant, term, or condition of this Agreement, nor any delay or failure of either Party to exercise any right or remedy consequent upon a breach of any covenant, term, or condition of this Agreement, shall constitute a waiver of those rights to require such performance or enforce such breach of any covenant, term, or condition. No waiver of any provisions of this Agreement 60026.00014\41417278.1 {AS7 Law San Diego/004344/000002/K/S0552039.DOCX}Page 5 of 7 shall be effective unless in writing and signed by the duly authorized representative of the Party against whom enforcement of a waiver is sought. The waiver of any right or remedy with respect to any occurrence or event shall not be deemed a waiver of any right or remedy with respect to any other occurrence or event, nor shall any waiver constitute a continuing waiver. 14. Assignments. Neither Party shall assign its respective rights or obligations under this Agreement without the prior written approval of the other Party. Any assignment in violation of this paragraph shall be invalid and void, shall constitute a default by the Party attempting the assignment, and is grounds for immediate termination of this Agreement or for the enforcement of any available equitable remedies, at the discretion of the other Party. In no event shall any putative assignment create a contractual relationship between the other Party and any putative assignee. 15. Successors and Assigns. This Agreement shall be binding upon and shall inure to the benefit of the successors in interest, executors, administrators and assigns of each Party to this Agreement and all rights and obligations contained herein shall be in effect whether or not any or all Parties to this Agreement have been succeeded by another entity. 16. Termination. Either Party may terminate this Agreement by giving ten (10) calendar days’ written notice to the other Party upon the occurrence of any of the grounds for termination provided in Sections 3, 8, or 17. Otherwise, this Agreement may only be terminated by mutual written agreement of both Parties. 17. Delays in Performance. Neither Party shall be considered in default of this Agreement for delays in the performance caused by a Force Majeure Event. A Force Majeure Event shall mean an event that materially affects a Party’s performance and is one or more of the following: strikes, lockouts, labor disputes, vandalism, terrorism or other criminal act, unusual governmental delays (including, without limitation, unreasonable or unforeseeable delay in the issuance of grants or approvals by governmental authorities that are required for performance under this Agreement), acts of God, fire, floods, pandemics, epidemics, freight embargoes, or other circumstances beyond the reasonable control of the non-performing Party. In the event the non-performing Party claims the existence of such a delay caused by a Force Majeure Event, the non-performing Party shall notify the other Party in writing of that fact within 14 calendar days after the beginning of any such claimed delay, and such notice shall describe the circumstances preventing continued performance and the efforts being made to resume performance of this Agreement. a. Termination for Delay. Notwithstanding the foregoing, if any material performance under, or material objective of, this Agreement is abandoned or indefinitely delayed, due to circumstances beyond the reasonable control of the Parties, this Agreement may be terminated by the either Party in accordance with the termination provisions of this Agreement. 18. Legal Counsel. The Parties agree that they have the right to be advised by counsel with respect to the negotiations, terms, and conditions of this Agreement, and the decision whether to seek advice of counsel with respect to this Agreement is the sole responsibility of each of the Parties. This Agreement shall not be construed in favor of or against either Party by reason of the extent to which each Party participated in the drafting of this Agreement. 19. Severability. If any provision of this Agreement is determined by a court of competent jurisdiction to be invalid, illegal, or unenforceable for any reason, such determination shall not affect the validity or enforceability of the remaining terms and provisions hereof or of the offending provision in any other circumstance, and the remaining provisions of this Agreement shall remain in full force and effect. 60026.00014\41417278.1 {AS7 Law San Diego/004344/000002/K/S0552039.DOCX}Page 6 of 7 20. Counterparts. This Agreement may be executed in one or more counterparts, each of which shall be deemed an original. All counterparts shall be construed together and shall constitute one single Agreement. 21. Notices hereunder shall be in writing and shall be sufficient if delivered to the notice address of each Party hereto for legal notices or as otherwise provided by a Party to another Party Any notice or instrument required to be given or delivered by this Agreement may be given or delivered by depositing the same in any United States Post Office, certified mail, return receipt requested, postage prepaid, addressed to the following addresses and shall be effective upon receipt thereof: Otay Water District Sweetwater Authority 2554 Sweetwater Springs Boulevard P.O. Box 2328 Spring Valley, CA 91978-2096 Chula Vista, CA 91912 Attn: General Manager Attn: General Manager 22. Authorized Representatives. This Agreement shall not be deemed to have been accepted and shall not be binding upon either Party until duly authorized officers of both Parties have executed it. The individuals executing this agreement represent and warrant that they have the legal capacity and authority to do so on behalf of their respective legal entities. IN WITNESS WHEREOF, the Parties have executed this Agreement as of the date first written above. SWEETWATER AUTHORITY APPROVED BY: Carlos Quintero General Manager APPROVED AS TO FORM: Best Best & Krieger LLP General Counsel OTAY WATER DISTRICT APPROVED BY: Jose Martinez General Manager APPROVED AS TO FORM: Artiano, Shinoff, Abed, Carelli Sleeth and Wade, APC General Counsel 60026.00014\41417278.1 {AS7 Law San Diego/004344/000002/K/S0552039.DOCX}Page 7 of 7 Attachments: Exhibit A Exhibit B +U +U +U UT UTUT UT "M "M 909.11 910.20 SWA SW A OW D OWD Central Otay Mesa 910.20 910.20 450-1 Res680-1 PS 680-1 Res944-1 PS 944-1 Res 927-1 Res A² Aò AÜ Ap Ap Aò Aä Aä %&'(5 %&'(805 %&'(5 %&'(805%&'(5 %&'(5 %&'(805 910.20 909.12 909.12 MEXICO !\ SweetwaterAuthority(SWA) Otay WaterDistrict(OWD) CitySD RW 30" Main F Legend Service Area Boundary (SWA and OWD) OWD Recycled Water Mains +U Potential Point of Connection to OWD RW System Hydrologic Basins 909.11 Telegraph 909.12 La Nacion 910.20 Otay Valley Hydrologic Basins Outside of OWD & SWA Service Area JOINT SWEETWATER AUTHORITY - OTAY WATER DISTRICTRECYCLED WATER INTERTIE PROJECTSEPTEMBER 2022 0 10.5 Miles UTUT "M 944-1 Res 927-1 Res !\ City of San Diego South BayWater Reclamation Plant (SBWRP) OWD Ralph W. ChapmanWater Reclamation Facility(RWCWRF) MATCHLINE SEE RIGHT (BELOW) MATCHLINE SEE LEFT (ABOVE) Attachment B - Exhibit A STATE OF CALIFORNIA STATE WATER RESOURCES CONTROL BOARD P.0. Box 944212, Sacramento, CA 94244-2120 Division of Financial Assistance Water Recycling Funding Program WATER RECYCLING FUNDING PROGRAM PLANNI NG GRANT APPLICAT ION I.APPLICANT INFORMATION Agency Name:Qtay Water District Agency Type: l!'.I Public -Local □ Public -State □Indian Tribe □Nonprofit □Other: Specify Charter City/County: □ Yes 0 No Street Address:2554 Sweetwater Springs Blvd. Mailing Address:2554 Sweetwater Springs Blvd., Spring Valley, CA 91978 Congressional District(s):48,51,52 State Senate District(s):39 State Assembly District(s):75,79,80 County (or Counties):San Diego Regional Water Board where the project will take place: □ 1 (North Coast) □2 (San Francisco Bay)□3 (Central Coast)□4 (Los Angeles)□5 (Central Valley)□6 (Lahontan)□7 (Colorado River) □ 8 (Santa Ana)0 9 (San Diego) Federal ID No.:073-91033 Authorized Representative Name, Title:Jose Martinez, General Manager Phone No.: (629) 670-2222 I Email Address:jose.martinez@otaywater.gov General Contact Person Name, Title:Lisa Coburn-Boyd, Environmental Compliance Specialist Phone No.: (619) 670-2219 I Email Address:lisa.coburn-boyd@otaywater.gov II.PROJECT INFORMATION Project Title:Joint Sweetwater Authority -Otay Water District Recycled Water lntertie Project Planning Study Total Study Cost: $300,000 Grant Amount Requested: $300,000 Study starting date Submit draft project report Submit final project report Estimated Project Schedule 06/01/23 08/30/24 11/29/24 Funds for Cash Flow: The Agency is expected to have funds available to handle cash flow of the entire study cost, Pending receipt of grant disbursements. Does the Agency have local funds on hand to cover the entire study cost? � Yes □ No Describe any other loans, grants, or other financial assistance provided to the grant applicant to assist in this study: Not applicable. WRFP Planning Application (Rev. 08/2019) Page 1 of6 State Use Only WRFP Project # Project Manager Date Received Attachment B-Exhibit B Ill. PROJECT SERVICE AREA DEMOGRAPHICS Current year Median Household Income is less than 80% of the Statewide average: 0 DAC or less than 60% of the Statewide average: 0SDAC □not a DAC/SDAC IV.ENVIRONMENTAL COMPLIANCE FOR PLANNING Environmental documents completed for planning: l!'.I Categorical Exemption □ IS/ND, IS/MND or EIR V.REGULATORY INFORMATION AND WATER RIGHTS REQUIREMENTS NPDES Permit and/or WDR Order No.: R9-2QQ7-QQ38 Has enforcement action occurred as a result of the water quality problem? □Yes 0 No Is your entity a water diverter and subject to section 5103 of the Water Code? □Yes � No VI. DISCUSSION OF MATERIAL EVENTS, MATERIAL OBLIGATION CONDITIONS, AND ANY DEBT LIMIT Identify any current, prior or pending material events such as bankruptcy, defaults, litigation, grant jury findings, unscheduled draws on reserve funds, substitution of insurers or their failure to perform, unscheduled draws on credit enhancements, actions taken in anticipation of filing Chapter 9, rating changes, relevant conditions in material obligations, and any local debt limit: The District is currently involved in litigation. The case name is Coziahr et al v Otay Water District. The case is currently on appeal. The District intends to zealously defend this case. In the event of an adverse result on appeal, the District has sufficient resources to pay an adverse ruling which will not materially affect its financial obligations or any debt limit. VII.ATTACHMENTS 0 1 -Plan of Study (see attached for format) 0 2 -Authorizing Resolution/Ordinance (see attached example) 0 3 -Certification for Compliance with Water Metering (see attached) 0 4 -Water Conservation and Water Management Certification Form (see attached) □5 -Relevant Service, Management, Operating or Joint Powers Agreements (if applicable) CERTIFICATION AND SIGNATURE OF AUTHORIZED REPRESENTATIVE To the best of my knowledge and belief, I certify that I am authorized to submit this application; the information provided in this application is true and correct; the documentation has been duly authorized by the governing body of the applicant; and the entity possesses the legal authority to apply for this funding and enter into a funding agreement with the State Water Resources Control Board and conduct the proposed planning effort. Name of Authorized Representative: Signature of Authorized Representative: WRFP Planning Application (Rev. 08/2019) Jose Martinez Page 2 of 6 Title: General Manager Date: Introduction Joint Sweetwater Authority -Otay Water District "Recycled Water lntertie Project Planning Study" WRFP Planning Grant Application Attachment 1-Plan of Study OWD Water District (OWD) and Sweetwater Authority (SWA) are two retail water districts located adjacent to one another in southern San Diego County. OWD and SWA are jointly applying for this Water Resources Funding Program (WRFP) planning grant to perform the "Recycled Water lntertie Project Planning Study" which will evaluate how best to: 1) leverage existing recycled water (RW) storage available in OWD's distribution system and 2) expand OWD's existing system into SWA's service area and into undeveloped areas within OWD's service area. The study will include the following elements: 1)Identification of potential end users and associated demand for RW 2)Identification of alternative connection points and pipeline alignments for an expanded distribution system from OWD's system into SWA's service area 3)Identification of infrastructure required 4)Identification of regulatory requirements and legal issues associated with RW system expansion. 5)Feasibility assessment of constructing, operating, and maintaining the proposed infrastructure. Depending on the findings, the districts will pursue environmental review, design, construction, operation, maintenance, and other requirements in a second phase of the project that is outside the scope of this planning study. This document is the Plan of Study (POS) for the proposed project and is Attachment 1 to the WRFP Planning Grant Application submitted to the California Water Resources Control Board (SWRCB) -Division of Financial Assistance -Office of Water Recycling. This POS includes all 14 required components as outlined in the current WRFP Guidelines (Rev 08/2019). Component 1 DESCRIPTION OF THE RW SERVICE AREA THAT WILL BE STUDIED Description of OWD Water District service area: OWD's service area is approximately 126 square miles and included 226,000 people in 2020. It is generally located within the south, central portion of San Diego County. The service area includes portions of a wide spectrum of urban and rural communities including southern El Cajon, La Mesa, Rancho San Diego, Jamul, Spring Valley, Bonita, eastern City of Chula Vista, Eastlake, Otay Ranch, and Otay Mesa areas. The population falling within OWD's boundaries has grown from approximately 48,300 in 1980 to 225,870 in 2020. The district obtains all of its potable water from the San Diego County Water Authority (SDCWA), the region's water wholesaler. The District purchases its treated water from the SDCWA and neighboring Helix Water District (through SDCWA). OWD does not have local surface or groundwater water of its own. It collects wastewater to treat and distribute as RW and maintains over 93 miles of RW transmission and ljPage distribution pipelines, pump stations and reservoirs. In 2021 OWD served approximately 4,131 AF of RW for landscape irrigation to nearly 700 customers. In 2022 3,867 AF was distributed. The wastewater that is collected but not recycled is conveyed to the San Diego Metropolitan Wastewater System (Metro) interceptors. OWD is adjacent and to the east of SWA. Below is a map showing OWD's service area, including cities and unincorporated areas falling within its boundaries (source of statistics: OWD staff, source of map: OWD 2020 Urban Water Management Plan (UWMP). OWD Service Area Boundaries with Municipalities OTAY WATER DISTRICT JURISDICTION MUNICIPAL BOUNDARY {j WATER RECLAMATION FACILITY Description of SWA's service area: COUNTY OF SAN DIEGO LOVELAND RESERVOIR SWA's service area includes a population of approximately 186,500 people across 36 square miles. The district purchases imported water from the SDCWA. It also utilizes local fresh ground water, desalinated ground water, and local surface water supplies from the Sweetwater River watershed impounded at Sweetwater Reservoir and Loveland Reservoir, both in San Diego County. SWA treats its surface water supplies at the Robert A. Perdue Water Treatment Plant. The Richard A. Reynolds Groundwater Desalination Facility treats the district's local brackish groundwater. The district does not collect or treat wastewater, nor does it currently distribute RW. SWA's service area primarily covers the City of National City, portions of the City of Chula Vista, and the County of San Diego's unincorporated community of Bonita. Below is a map showing SWA's service area, including cities and unincorporated areas falling within its boundaries (source: SWA 2020 UWMP). 21Page SWA Service Area Boundaries with M unicipalities Component 2 THE POTENTIAL SOURCES OF R EXISTING TREATMENT FACILITIESW AND A BRIEF SUMMARY OF THE U NIT PROCESSES CURRENTLY IN USE AT 3IPage This planning study focuses on how to optimally expand the distribution and use of RW produced at two existing RW treatment facilities: (1) OWD's Ralph W. Chapman Water Reclamation Facility (RWCWRF) in the northern section of OW D's service area and (2) The City of San Diego's South Bay Water Reclamation Plant (SBWRP) located within the City of San Diego just south of OWD's service area boundary line. A map of the OWD Service Area Boundaries with Municipalities (below) includes the location of both RW treatment plants. The potential increases in RW distribution and use as identified through this study is expected to be accommodated by these existing treatment facilities' current capacities and permits. RW Sources: RWCWRF RW sources: Wastewater flows that feed the RWCWRF originate in the Middle Sweetwater River basin, also known as the Jamacha Basin. Most of these flows are collected by OWD, with the remainder collected by the County of San Diego's Spring Valley Sanitation District (SVSD). The current wastewater collection system average dry weather flow for both agencies is approximately 1.63 million gallons per day (MGD) of which up to 1.3 MGD can be diverted to the RWCWRF. OWD provides sewer collection services to approximately 6,000 homes in the Jamacha drainage basin. Approximately two-thirds of the effluent is collected from OWD customers and one-third is collected from SVSD customers. RWCWRF receives wastewater via the Rancho San Diego Pump Station and/or the Steele Canyon Pump Station. The RWCWRF has a treatment capacity of 1.3 MGD, producing up to 1,100 AFY of RW to Title 22 standards. SBWRP RW sources: SBWRP treats raw wastewater collected from approximately 44 square miles and 110,000 people in the southern portion of the City of San Diego, the City of Imperial Beach, the City of Chula Vista, the unincorporated portions of south and east San Diego County. SBWRP has a treatment capacity of 15 MGD and OWD maintains a long-term agreement with the City to purchase up to 6 MGD (6,721 AFY) of RW annually. Currently, OWD has purchased an average of 6 MGD annually (6,721 AFY) for the past 15 years. Treatment Facilities' Unit Processes: RWCWRF Processes: RWCWRF is a scalping plant that diverts a fairly constant flow and therefore does not experience daily peaking or wet weather peaking as in typical treatment plants. Raw sewage is pumped out of the 27-inch diameter sewer to the RWCWRF by the OWD Steele Canyon Influent Pump Station that sends flow via a forcemain to the headworks. Raw sewage enters the plant through a rotary screen at the headworks. Screened wastewater flows through a gravity channel into the grit chamber, which discharges to gravity pipes conveying wastewater into the three biological treatment (aeration) basins. These basins contain activated sludge and have an anoxic zone and three aerations zones with fine bubble panel diffusers. The aeration basins were retrofitted in 2012 to implement the Modified Ludzack-Ettinger process that has stepped aeration for denitrification. Following the biological treatment in these three basins, the treated effluent is conveyed to two of three rectangular sedimentation basins at the plant. Skimmings and waste activated sludge from the sedimentation tanks are directly discharged to the County of San Diego's Rancho San Diego Pump Station, which ultimately conveys it to the Metro system. The secondary-treated effluent is sent to the tertiary treatment train, which consists of a filtration system and disinfection. The filtration system includes a rapid mix chamber, two flocculation chambers, two downflow sand gravity filters, chemical addition facilities, a filter backwash system, and a waste backwash system. The tertiary treated effluent is currently disinfected with gaseous chlorine. A project to replace the chlorine disinfection system with UV disinfection is currently in the design phase and should be complete by late 2024. 41Page SBWRP Processes: The SBWRP's primary and secondary processes consist of influent screening using mechanically cleaned bar screens, grit removal using aerated grit chambers, primary sedimentation clarifiers with chain and flight sludge collectors and tilting trough scum collectors, primary effluent flow equalization storage tanks, air activated sludge biological treatment with anoxic selector, and secondary clarifiers with chain and flight sludge collectors. The tertiary treatment process consists of filter feed pumping, coagulation with chemical addition, and direct filtration with conventional deep bed mono media filters, backwash facilities, electrodialysis reversal units, and disinfection using ultraviolet light. Sludge processing is handled at the City of San Diego's Point Loma Wastewater Treatment Plant (PLWWTP) and the Metropolitan Biosolids Center. Solids from the SBWRP are pumped to the PLWWTP through the South Metro Interceptor. Component 3 A DESCRIPTION OF THE CURRENT DISPOSAL/REUSE OF THE WASTEWATER THAT IS PROPOSED TO BE RECYCLED This planning study focuses on how to optimally expand the distribution and use of RW from two treatment facilities: (1) the RWCWRF and (2) SBWRP. The increased distribution and use of RW water (as identified by this study) can be accommodated under the existing treatment facilities' permits. Current disposal of wastewater not treated to produce RW at RWCWRF: Wastewater that is not treated for beneficial reuse at the RWCWRF continues to flow to the Rancho San Diego Outfall Facilities to the Metro system, ending up at the City of San Diego's Point Loma Wastewater Treatment Plant (PLWWTP) for treatment and disposal through the Point Loma Ocean Outfall to the Pacific Ocean. PLWWTP uses an advanced primary treatment process under a waiver granted by the U.S. Environmental Protection Agency. Current disposal of wastewater not treated as RW at SBWRP: All SBWRP tertiary treated wastewater in excess of RW demands for the plant's service area is discharged to the Pacific Ocean through the South Bay Ocean Outfall (SBOO). SBWRP is located just north of the international boundary between Mexico and the United States and less than a half mile west of the International Wastewater Treatment Plant (IWTP).The SBOO was constructed for shared use by the IWTP, operated by the International Boundary and Water Commission (IBWC), and the SBWRP. The effluent from the SBWRP is combined with the effluent from the IWTP within the SBOO prior to discharge to the Pacific Ocean. Component 4 A MAP OF THE STUDY AREA SHOWING THE SOURCES OF RW AND POTENTIAL SERVICE AREA (s) Below is a map of the project area boundaries (OWD and SWA service areas), the location of the two RW treatment plants, OWD's existing RW infrastructure, hydrologic basins, and the location of potential SWA connection points to OWD's RW system. Recycled Water lntertie Project Planning Study Area JOINT SWEETWATER AUTHORITY· OTAY WATER OISTRIC RECYCLED WATER INTERTIE PROJECT Component 5 Legend D Service Area Boundary (SWA and OWD) OWD Recycled Water Mains 61 Potential Poml uf Conneclion lo OWD RW Sysll!n1 )\(I �6 1•_ -1�•· ... .· ,· .t:1..i...J I •.� . I, IAE)(ICO �-� ' " ' "f EXHIBIT A GENERAL DESCRIPTION OF CURRENT SOURCES OF FRESH WATER, INCLUDING QUANTITY AND POTENTIAL FUTURE DEMAND OWD: Current Sources of Fresh Water: OWD currently meets its potable demands with raw and treated water from SDCWA. Helix WD also treats water for OWD at its Levy Filtration Plant. SDCWA delivers imported water from the State Water Project (SWP) and the Colorado River system, and locally produced water from the Claude B Lewis Desalination Plant in Carlsbad. The table below shows actual supplies between 2020 and 2022 (source: OWD 2020 UWMP and OWD staff). Actual Water Supplies in AF 2020 2021 2022 Purchased Potable Water 27,448 30,069 28,870 Recycled Water 3,333 4,131 3,867 6IPage Quantity and Potential Future Demand: In fiscal year 2020, total water demand in the district's service area was 27,488 AF. By 2040, the District's water demands are projected to reach 41,767 AF as shown in the table below (source: OWD 2020 UWMP). Projected Water Demand in AF 2025 2030 2035 2040 2045 Potable Water Demand 33,465 35,736 38,536 41,767 45,265 SWA: Current Sources: Water used in SWA's service area comes from various sources including local fresh groundwater, brackish groundwater, surface water, and imported water. In 2020, local sources provided approximately 84% of the water needs within SWA's service area, while 16% was met with water purchased from SDCWA. The ratio of local-to-imported water can significantly vary year to year due to local rainfall amounts. For example, in 2016 no local surface water was available due to continuing drought conditions. SDCWA's water supply portfolio includes desalinated water from the Poseidon Plant and imported water from the SWP and Colorado River. SWA does not currently produce or distribute RW or potable reuse.). The table below shows the combination of actual water supplies for 2020 in AF (source: SWA 2020 UWMP). Actual Water Supplies for2020 in AF Purchased/Imported Water 2,701 Local Ground Water 1,671 Surface Water -Sweetwater Res. 5,408 Desalinated Water-Groundwater 7,161 Quantity and Potential Future Demand: Actual water demand in 2020 was 16,941 AF with a projection of 23,031 AF by 2040, as shown in the table below (source: SWA 2020 UWMP). Projected Demand in AF 2020 2025 2030 2035 2040 Potable, Raw, Other Non-Potable 16,941 21,104 21,581 22,057 23,031 Component 6 IDENTIFICATION OF THE WATER AND WASTEWATER AGENCIES HAVING JURISDICTIONS OVER THE SOURCES OF RW AND/OR THE POTENTIAL SERVICE AREA •OWD Water District -produces RW at the RWCWRF. •City of San Diego -provides RW to OWD from the SBWRP. •San Diego Metropolitan Wastewater District (Metro) -provides wastewater collection, treatment, and disposal services to SWA and OWD's service area. •State Water Resources Control Board (SWRCB) and its local arm, San Diego Regional Water Quality Control Board (RWQCB)-promulgate the Federal Clean Water Act policies and regulations associated with RW use. RWQB is the permitting agency for RW projects in the County. 71Page •California Department of Public Health (DPH) and the County of San Diego's Department of Environmental Health (DEH) -issue relevant permits in cooperation with the RWQCB. Component 7 A GENERAL DESCRIPTION OF WATER RECYCLING AND FRESH/POTABLE WATER SUPPLY ALTERNATIVES THAT MAY BE EVALUATED As mentioned previously, this planning study will evaluate how best to expand the distribution and use of RW supplied from two existing RW treatment facilities. The increased delivery of RW water can be accommodated with the existing capacity of the two treatment facilities with no anticipated immediate need to expand them. A RW market analysis will be conducted as part of this study to identify potential new RW customers and associated demand that will offset current potable water use. The results of the market analysis will inform a more detailed project alternatives analysis, including alternative alignments for RW distribution pipelines and associated infrastructure. Component 8 A DESCRIPTION OF THE OPPORTUNITIES FOR STAKEHOLDER PARTICIPATION, FOR EXAMPLE, PUBLIC MEETINGS WITH THE LOCAL COMMUNITY MEMBERS, POTENTIAL RW USERS, AND OTHER AGENCIES THAT HAVE A STAKE IN THE STUDY Potential stakeholders for this study include regulatory agencies, local water and wastewater agencies, local governments (San Diego County, Cities of Chula Vista, and National City), potential RW customers in both the SWA and OWD service areas, both district's Board of Directors, and the public at large. Component 9 A SCHEDULE WITH THE START AND COMPLETION DATES OF MAJOR TASKS ASSOCIATED WITH THE STUDY Total estimated project length is 18 months. Pro-posed Recycled Water lntertle Project Plannlng StudySchedule Task Title Start Date End Date Total# Days 1 Solicitation of Consultant to perform Planning Study 6/1/2023 8/30/2023 90 2 Consultant Work 8/31/2023 8/30/2024 365 3 Stakeholder Meetings -OWD and SWA service areas 8/31/2023 2/27/2024 180 4 Target Midcourse Meeting Date with SWRCB Project 2/27/2024 2/27/2024 1 Manager 5 Draft RW Study 8/31/2023 8/30/2024 365 6 Final Project Report Prep & Submittal to WRFP PM 8/31/2024 11/29/2024 90 8IPage Component 10 A LIST OF POTENTIAL PROBLEMS THAT MAY CAUSE DELAYS OF THE STUDY AND DESCRIPTION OF THE PROPOSED ACTIONS TO REDUCE THE IMPACT OF THESE POTENTIAL PROBLEMS No problems are currently foreseen that would delay the completion of this study. The project will require a formal competitive selection process to hire a consultant that will perform many of the tasks included in the study scope of work. The study will also involve coordination between OWD and SWA to conduct stakeholder outreach and identification of potential RW conversions sites. Both efforts could require more time than anticipated in the current project schedule, however the schedule can accommodate some delays while still complying with the maximum two-year project completion time line required for planning grants. Component 11 IDENTIFICATION OF THE ENTITIES THAT WILL BE CONDUCTING THE STUDY AND DESCRIPTION OF THEIR ROLES. THIS MAY INCLUDE A DESCRIPTION OF PROPOSED SUBCONTRACTS WITH CONSULTANTS OR INTERAGENCY AGREEMENTS WITH OTHER AGENCIES, AND ANY FORCE ACCOUNT WORK It is anticipated that a consultant team will be contracted with to perform much of the planning study, including the following study components. •RW Market Assessment (ID of potential users, regulatory requirements, legal issues)•Project Alternatives Development & Analysis (evaluation of required infrastructure)•Recommended Project Development (construction, operating and maintenance feasibility analysis) A Memorandum of Understanding (MOU) between OWD and SWA is currently in development and will be signed by the two agencies to conduct this planning study. As stated in the MOU, the purpose of the RW lntertie Project (seen as Phase I of a two phased effort to expand the use of RW) is to evaluate the potential to increase the use of RW within the service area of both districts by identifying: potential RW users, the infrastructure required, the regulatory requirements and legal issues, and the feasibility of constructing, operating and maintaining RW infrastructure within SWA's service area and expanded use within OWD's service area. Phase II is outside the scope of the Phase I planning study and this application, and is envisioned to include environmental review, design, construction, operation, maintenance, and other requirements of the RW lntertie Project. It is anticipated that Phase II will proceed in the future, dependent upon the outcomes of the Phase I study results. Component 12 PROPOSED BUDGET FOR THE STUDY, INCLUDING ESTIMATED COSTS OF SPECIFIC TASKS INCLUDING THE RW MARKET ASSESSMENT, ALTERNATIVES DEVELOPMENT AND ANALYSIS, RECOMMENDED PROJECT DEVELOPMENT, DRAFT AND FINAL REPORTS, AND QUALITY CONTROL The estimated cost to prepare the Recycled Water lntertie Project Planning Study is $300,000. It is expected that the project will be completed by consultants and OWD/SWA staff. It is understood that the 9IPage WRFP program may waive 100% of an applicant's cost share (local match) if the project area is found to meet the defined threshold for a disadvantaged community (DAC) or Severely DAC (SDAC). The combined project area of SWA and OWD includes areas of both severely disadvantaged and moderately disadvantaged communities. However, if overall DAC/SDAC thresholds required to waive local cost share are not met, all planning study costs will be shared equally by OWD and SWA, as stipulated in the MOU. Funds for the study will be allocated from OWD's Operating Budget, and from SWA's Capital Improvement budget. OWD and SWA will each contribute 50% project costs and each will receive 50% of the grant funds. A description of the scope of work that roughly corresponds to the budget is included in the proposed report outline, found in Component #14. Task Title/Role Draft Report A Project Area Info; Water/WW supply characteristics & facilities (districts) B.RW Market Assessment (consultant) C.Treatment Objectives for Reuse (consultant) D.Project Alternatives Development & Analysis (consultant) E.Recommended Project Development (consultant) F.Draft Report Preparation (consultant) II Final Report & Quality Control Ill Project Management A.Consultant Solicitation process {districts) B.Consultant Management; Agency coordination; Review of documents; Stakeholder outreach & coordination (districts) TOTAL BUDGET Total Local WRFP Cost Grant Project Share Request $270,000 $135,000 $135,000 $10,000 $40,000 $15,000 $110,000 $85,000 $10,000 $10,000 $5,000 $5,000 $20,000 $10,000 $10,000 $5,000 $15,000 $300,000 $150,000 $150,000 Note: This is an estimate of costs. Subsections included here may vary, however overall costs that are reimbursable by WRFP grant funds will not exceed total shown here. Component 13 SOURCES OF FINANCING, AND SOURCES OF FUNDS FOR CASH FLOW UNTIL GRANT REIMBURSEMENT Funding will come from rate payer fees and will be paid for equally by OWD and SWA. Component 14 PROPOSED REPORT OUTLINE. THE APPLICANT SHOULD CONSULT APPENDIX BIN THE WRFP GUIDELINES FOR A SUGGESTED OUTLINE AND LIST OF REQUIRED STUDY SUBJECT AREAS To follow is a proposed outline for the final report. lOIPage A.Introduction B.Project Area 1.Detailed map(s) showing: a.Vicinity. b.Relevant hydrologic (major streams, streams receiving waste discharges), geologic, and topographic features. c.District boundaries. d.Project study area boundary. (provide GIS shapefile of service/study area boundary to Project Manager). e.Wholesale and retail water supply entity boundaries within study area and adjacent to study area. f.Wastewater agency boundaries within and adjacent to study area. g.Groundwater basin boundaries, h.Existing RW distribution pipelines, storage, and users. i.RW facilities alternative, showing approximate locations of distribution pipelines, storage, and potential users. 2.Existing land use, trends, and projected land use. 3.Existing population, trends, and population projections of study area (population projections must be cited from an independent source). C.Water Supply Characteristics and Facilities 1.Description of all wholesale and retail entities. 2.All sources of water for study area, major facilities, costs (fixed and variable), subsidies, and customer prices. 3.Beneficial uses of receiving waters, degree of use, and portion of flow that is effluent. 4.Capacities of present facilities, existing flows, estimated years when capacities will be reached for existing major components (water treatment plants, major transmission, and storage facilities). 5.Groundwater basins; including quantities extracted by all users, natural and artificial recharge, losses by evapotranspiration, inflow and outflow of basins, and safe yield or overdraft. 6.Water quality of groundwater and surface water. 7. Water use trends, future demands, prices, and costs. 8.Sources for additional water and plans for new facilities (for both the local entity and the wholesalers). D.Wastewater Characteristics and Facilities 1.Description of entities. 2.Description of existing facilities, including treatment/reuse processes and schematic(s), design criteria, current capacities, current flows, current water quality characteristics and beneficial uses of the water resources affected by the facility, and the current discharge location(s). 3.Wastewater treatment process schematics (existing and proposed) and flows for each stage of treatment (primary, secondary, and tertiary/advanced). 4.Description of current system users (% residential, commercial, industrial,etc.). lllPage 5.Water quality of effluent and any seasonal variation. 6.Additional facilities needed to comply with waste discharge requirements. 7.Sources of other problem constituents and control measures. 8.Existing water recycling users, quantities, and contractualarrangements. 9.Existing water rights for use of treated effluent after discharge. 10.Wastewater flow variations, hourly and seasonally. 11.Description of the current asset, operation, and maintenance management systems used at the treatment facilities. E.Treatment Objectives for Discharge and Reuse 1.Required water qualities for potential uses. 2.Required health-related water qualities or treatment requirements for potential uses, operational and on-site requirements (backflow prevention, buffer zones, dual plumbing, etc.). 3.Wastewater discharge or reuse requirements and anticipated changes in requirements. 4.Water quality-related requirements of the RWQCB to protect surface or groundwater from problems resulting from RWuse. F.RW Market Analysis 1.Description of market assessment procedures. 2.Definition of logical area of expansion based on results of market assessment. 3.Descriptions of all users or categories of potential users, including: a.Type of use; b.Expected annual RW use; c.Peak use; d.Estimated internal capital investment required (on-site conversioncosts); e.Necessary water cost savings; f.Desire to use RW; g.Date of possible initial use of RW; h.Present and future source of water and quantity ofuse; i.Quality and reliability needs; and j.Wastewater disposal methods. 4.Summary tables of potential users and related data. G.Project Alternative Analysis 1.Planning and design parameters and assumptions: a.Delivery and system pressure criteria. b.Peak delivery criteria. c.Storage criteria. d.Planning period over which a water recycling project isevaluated. 2.Water recycling alternatives to be evaluated: a.Alternative markets: i.Based on different levels of treatment. ii.Based on geographical area. b.Treatment alternatives: i.Alternative levels of treatment. ii.Alternative unit processes to achieve a given level oftreatment. 12 I Page c.Pipeline distribution alternatives: i.Route alternatives. ii.Pipeline lengths, diameter, and material. 111.Quantity of service laterals and meters to be installed. d.Storage alternatives: i.Location, type, and material. ii.Storage analysis using diurnal flows. e.Pump/lift station alternatives: i.Provide reason for new pump station and/or upgrades. ii.Describe pump types, proposed well design, and proposed components (i.e. debris structure, SCADA controls, backup power, etc.). iii.Provide flow design criteria (average daily flow, peak hour flow, proposed flow for future growth projections) and pump curves. f.Sub-alternatives of each alternative: i.Marginal analysis for selected alternative for certain categories of users or certain geographic areas. ii.Use of water blending during peak irrigation months. 3.Non-RW alternatives: a.Discussion of other potentially viable new sources of water. b.Provide economic costs. 4.Water conservation/reduction analysis: a.Description of analysis. b.Impact on recycling, if any. c.Recommendation. d.Implementation. 5.Pollution control alternatives, if applicable, needed to comply with waste discharge requirements, and possible allocation of costs between recycling and pollution control. 6.No project alternative. 7.Information supplied for each alternative to include, but not be limited to: a.Cost tables for each alternative with breakdown of costs by total capital (without grants), O&M, unit processes, equivalent annual cost, and per AF cost. b.List of potential users assumed for each alternative. c.Economic analysis in dollars per acre-foot of RW produced or delivered2. d.Energy analysis, including direct and construction energy. e.Water quality impacts: i.Effect on receiving water by removing or reducing discharge of effluent, including effect on beneficial uses resulting from reduced flow. ii.Groundwater impacts. H.Recommended Project Development 1.Description of all proposed facilities and basis for selection. 2.Preliminary design criteria. 3.Cost estimate based on time of construction: a.Selected project alternative total cost. b.Cost index. c.Discount rate. d.Useful life (years). e.Life cycle costs (present worth included O&M costs). Bl Page f.Operations and maintenance yearly costs. g.Replacement costs. 4.List of all potential users, quantity of RW use, peak demand, and commitments obtained. 5.Reliability of facilities as compared to user requirements. 6.Implementation Plan: a.Coordination with water suppliers, determination of RW supplier and needed agreements or ordinances. b.Commitments from potential users and ability and timing of users tojoin system and make on-site investments. c.Tentative water recycling requirements ofRWQCB. d.Water rights impact. e.Permits required for project implementation. f.Detailed schedule including, but not limited to, notice-to proceed, construction completion, initiation of operations, etc. I.Appendices 1.Tables of all abbreviations. 2.Copies of letters of interest or intent from RW users, other documentation of support from potential users, or draft letters to potential users regarding interest/intent. 3.Draft of RW mandatory use ordinance or model usercontract. 4.Drafts of necessary agreements, such as wholesale-retail agreement, joint powers agreement, etc. 5.Hydraulic calculations, model output summaries, other relatedconclusion supporting information. 1 The State Water Board website provides two economic analysis models that the applicant may use: http://www.waterboards.ca.gov/water _issues/programs/grants _loans/water _recycling/ econ_a na lysis _tskfr ce.shtml 2 If the Project Report will be part of a future CWSRF Construction Application, a comparative environmental analysis is required. It is not necessarily required by the WRFP Planning Grant. 14 I Page CERTIFICATION FOR COMPLIANCE WITH WATER METERING REQUIREMENTS FOR FUNDING APPLICATIONS ATTACHMENT 4 WATER CONSERVATION & WATER MANAGEMENT CERTIFICATION FORM FOR COMPLIANCE WITH DIVISION 6 OF THE CALIFORNIA WATER CODE REQUIRED FOR ALL WRFP FUNDING APPLICATIONS Water Boards Funding Agency Name: State Water Resources Control Board Funding Program Name: Water Recycling Funding Program Applicant: Otay Water District Please check one of the boxes below and sign and date this form. 0 As the authorized representative for the applicant, I certify under penalty of perjury that the applicant is a water supplier, as that term is understood pursuant to the provisions of the California Water Code and has complied with all applicable provisions of Division 6 of the Water Code. D As the authorized representative for the applicant, I certify under penalty of perjury that applicant is not a water supplier, and the applicant certifies that the water suppliers in its service or project area have complied with all applicable provisions of Division 6 of the Water Code. I understand that the Funding Agency will rely on this signed certification in order to approve funding and that false and/or inaccurate representations in this Certification may result in loss of all funds awarded to the applicant for its project. Additionally, for the aforementioned reasons, the Funding Agency may withhold disbursement of project funds, and/or pursue any other applicable legal remedy. Jose Martinez Name of Authorized Representative (Please print) WRFP Planning Application (Rev. 08/2019) General Manager Title Date Page 6 of6 Otay WD – Sweetwater Authority Ad Hoc Committee Meeting Task Force to Develop Recycled Water Opportunities 1 Attachment C August 11, 2022, Ad Hoc Committee Task Force meeting •Discuss potential recycled water opportunities •Look for ways to work together to solve common problems •Decision to develop a joint recycled water study •Develop recycled water use within SWA •Expand the use of recycled water within OWD •Use consultants managed by in-house staff •Look for potential grant funding opportunities 2 Otay WD – Sweetwater Authority Joint Sweetwater Authority - Otay Water District Recycled Water lntertie Project Planning Study •Identification of Funding Opportunities •Prepared a Funding Needs Analysis and Strategy Report •RWRCB Water Recycling Funding Program Planning Grant •Request $300 K total to cover estimated cost •On October 5, 2022, Board approved Resolution No. 4417 authorizing submittal of application to SWRCB 3 Otay WD – Sweetwater Authority Funding Application to SWRCB •Submitted funding application for joint study February 8, 2023. •SWRCB Project Manager assigned and is reviewing the application. 4 Otay WD – Sweetwater Authority MOU Prepared •Phased approach, with this Agreement. •Phase I shall include efforts related to preparation and completion of a Project study. 5 Otay WD – Sweetwater Authority 6 Otay WD – Sweetwater Authority Next Step: Advertise RFP •Otay WD to advertise and contract with Consultant. •Both agencies to participate in the preparation of scope of work and selection of consultants. 7 Otay WD – Sweetwater Authority GENERAL MANAGER’S RECOMMENDATION: “That the Otay Water District Board authorizes the General Manager to enter into a Memorandum of Understanding with Sweetwater Authority for the planning of the Joint Sweetwater Authority– Otay Water District Recycled Water Intertie Project.” . 8 Otay WD – Sweetwater Authority Questions? 9 Otay WD – Sweetwater Authority Glen Abbey Memorial Park Update •Otay WD in discussions with SCI California Funeral Services, Inc. •Developer type agreement pending evidence of City of San Diego encroachment permit. 10 Otay WD – Sweetwater Authority OTAY WATER DISTRICT JOINT SWA-OWD RECYCLED WATER INTERTIE PROJECT POSSIBLE POINTS OF CONNECTIONLOCATION MAPEXHIBIT AC:\Users\donald.bienvenue\OneDrive - Otay Water District\Desktop\Exhibit A -Potential Points of Connection With SWA.mxd ! ! ! ! ! !! ! ! ! !! ! ! UT §¨¦ ÃÅ 805 !\ VICINITY MAP DIV 5 DIV 1 DIV 2 DIV 4 DIV 3 ÃÅ54 !\ !\ SITE SITE SITE ÃÅ125 ÃÅ94 ÃÅ905§¨¦805 FNTS CIP P1210F 0 2,5001,250 Feet POTENTIAL POINT OF CONNECTION POTENTIAL POINT OF CONNECTION POTENTIAL POINT OF CONNECTION SWEETWATER AUTHORITY OTAY WATERDISTRICT OTAY WATER DISTRICT BOUNDARY LEGEND OTAY WATER DISTRICT RECYCLED WATER PIPELINE STAFF REPORT TYPE MEETING: Regular Board MEETING DATE: August 2, 2023 SUBMITTED BY: Stephen Beppler Senior Civil Engineer PROJECT: R2117-001103 R2157-001103 DIV. NO. 3 APPROVED BY: Bob Kennedy, Engineering Manager Michael Long, Chief, Engineering Jose Martinez, General Manager SUBJECT: Approval to Increase the CIP R2117 Budget in an Amount of $775,000 and Award of a Construction Contract to GSE Construction Co., Inc. for the RWCWRF Disinfection System Improvements Project GENERAL MANAGER’S RECOMMENDATION: That the Otay Water District (District) Board of Directors (Board): 1. Approve to increase the CIP R2117 budget by $775,000 (from$3,500,000 to $4,275,000); and2. Authorize the General Manager to execute an agreement with GSEConstruction Co., Inc. (GSE) for the construction of the Ralph W. Chapman Water Reclamation Facility (RWCWRF) DisinfectionSystem Improvements Project in an amount not-to-exceed $3,491,400 (see Exhibit A for Project location). COMMITTEE ACTION: Please see Attachment A. PURPOSE: To increase the CIP R2117 budget by $775,000 (from $3,500,000 to $4,275,000) and to obtain Board authorization for the General Manager to enter into a construction contract with GSE for the RWCWRF AGENDA ITEM 7a 2 Disinfection System Improvements Project (Project) in an amount not- to-exceed $3,491,400. ANALYSIS: The RWCWRF is a scalping wastewater treatment plant, treating the District’s wastewater to produce and deliver tertiary recycled water to the District’s recycled water customers. The existing disinfection system uses chlorine gas and relies upon the 3-mile-long effluent force main for meeting the plant CT (chlorine concentration times modal contact time) requirement, necessitating effluent samples to be performed at the remote end of the pipeline location. Chlorine gas use requires extra safety practices and chemical costs have greatly increased the past several years. The use of ultraviolet (UV) equipment to disinfect the recycled water will move the sampling location back to the plant and reduce chemical costs. Post-treatment recycled water will receive dosing of sodium hypochlorite to provide a chlorine residual, similar to other District installations. The scope of work generally consists of the construction of a new ultraviolet disinfection system, new sodium hypochlorite chemical feed system, demolition of existing chlorine gas chemical system, installation of yard piping, installation of new backwash supply pumps, new flow meter installation and associated piping, pavement and surface restoration, and all other associated work and appurtenances in accordance with the contract documents. The Project was advertised on May 17, 2023 using Periscope S2G (formerly BidSync), the District’s online bid solicitation website, on the District’s website, and in the Daily Transcript. Additionally, notifications of the Project being out for bid were emailed directly to the up-to-date list of contractors that have previously worked for the District. This is in addition to the notifications provided by Periscope S2G to contractors, with several hundred identified for the project classifications checked for this Project. Periscope S2G provided electronic distribution of the Bid Documents, including specifications, plans, and addenda. An in- person Pre-Bid Meeting, with subsequent site visit, was held on June 1, 2023, which was attended by nine (9) contractors and vendors. Three (3) addenda were posted to Periscope S2G which sent out notifications to all bidders and plan houses to address questions and clarifications to the contract documents during the bidding period. Five bids were publicly opened on-line via Zoom meeting on June 22, 2023, with the following results: 3 CONTRACTOR TOTAL BID AMOUNT 1 GSE Construction Co., Inc., Livermore, CA $3,491,400 2 J,R. Filanc Construction, Escondido, CA $3,636,000 3 Jennette Co., Inc., San Diego, CA $3,662,920 4 Pacific Hydrotech Corp., Perris, CA $3,828,800 5 Kiewit Infrastructure West Co., Santa Fe Springs, CA $5,193,400 The Engineer's Estimate is $3,300,000. A review of the bid was performed by District staff for conformance with the contract requirements and determined that GSE is a responsive and responsible bidder. GSE holds a Class A General Engineering Contractor’s license in the State of California, which meets the contract document’s requirements, and is valid through March 31, 2025. The reference checks indicated a good performance record on similar projects. An internet background search of the company was performed and revealed no outstanding issues with this company. GSE has not previously worked for the District, but they have experience on treatment plant improvements in Southern California. Staff verified that the bid bond provided by GSE is valid. Staff will also verify that GSE’s Performance Bond and Labor and Materials Bond are valid prior to execution of the contract. The Capital Improvement Program budget approved by the Board on June 7, 2023 for the RWCWRF Disinfection System Improvements CIP R2117 is $3,500,000. Approximately $630,000 has been expended to date on the planning and design phases of the Project, as shown in Attachment B-1 of this staff report. With the award of the construction contract, staff estimates that the Project budget of $3,500,000 for CIP R2117 will be exceeded by approximately $760,000. The latest available cost opinion from the 60% design submission was used at the time budgets were being revised, which was several hundred thousand less than the final estimate. Addition of contingency and the low bid about $200,000 over the engineer’s estimate are also primary contributors to the budget being exceeded. The proposed Project budget of $4,275,000 requested for approval for CIP R2117 will support the completion of the Project. 4 FISCAL IMPACT: Joe Beachem, Chief Financial Officer The total budget for CIP R2117, as approved in the FY 2024 budget, is $3,500,000. Total expenditures, plus outstanding commitments and forecast, including this contract, are $4,265,000. See Attachment B-1 for the budget detail. Based on a review of the financial budget, the Project Manager anticipates that with a budget increase of $775,000, CIP R2117 will be completed within the new budget amount of $4,275,000. The total budget for CIP R2157, as approved in the FY 2024 budget, is $500,000. Total expenditures, plus outstanding commitments and forecast, including this contract, are $495,000. See Attachment B-2 for the budget details. Based on a review of the financial budget for CIP R2157, the Project Manager anticipates the Project will be completed within the budgeted amount. The Finance Department has determined that, under the current rate model, 100% of the funding for CIPs R2117 and R2157 is available from the Replacement and Betterment Funds. GRANTS/LOANS: Engineering staff researched and explored grants and loans and found none were available for this Project. STRATEGIC GOAL: This Project supports the District’s Mission statement, “To provide exceptional water and wastewater service to its customers, and to manage District resources in a transparent and fiscally responsible manner” and the General Manager’s Vision, "To be a model water agency by providing stellar service, achieving measurable results, and continuously improving operational practices." LEGAL IMPACT: None. SB/BK:mlw Https://otaywater365.sharepoint.com/sites/engcip/Shared Documents/R2117 RWCWRF Contact Basin Expansion Project/Staff Reports/2023-08-02 Construction Award/8-2-23 Staff Report R2117-R2157.docx Attachments: Attachment A – Committee Action Attachment B-1 – Budget Detail for R2117 Attachment B-2 – Budget Detail for R2157 Exhibit A – Project Location Map ATTACHMENT A SUBJECT/PROJECT: R2117-001103 R2157-001103 Approval to Increase the CIP R2117 Budget in an Amount of $775,000 and Award of a Construction Contract to GSE Construction Co., Inc. for the RWCWRF Disinfection System Improvements Project COMMITTEE ACTION: The Engineering, Operations, and Water Resources Committee (Committee) reviewed this item at a meeting held on July 19, 2023, and the following comments were made: • Staff stated that the purpose of this item is to obtain Board authorization to increase the CIP R2117 budget by $775,000 (from $3,500,000 to $4,275,000) and authorize the General Manager to enter into a construction contract with GSE Construction Co., Inc. in an amount not-to-exceed $3,491,400 for the RWCWRF Disinfection System Improvements Project. • Staff noted that in addition to posting to the District’s website, advertising in the Daily Transcript, and having plan houses list the project, email notifications were sent directly to over 40 contractors who previously performed work for the District. • Staff indicated that the District received five competitive bids, with the three lowest bids within five percent of each other. • In response to a question from the Committee, staff noted there are many factors and assumptions that influence the projected future rate increases. As an individual item, this increase is not anticipated to impact the rate projections communicated as part of the FY 2024 budget presentation given to the Board on June 6, 2023. Approximately one-third of the requested increase is factored into the FY 2024 rate model’s inflation component. Staff is projecting the remainder would be financed via an increase in the projected 2025 water debt offering from $25.0M to $25.5M. The projected impact of the increased debt offering is estimated to be less than a one-time 0.05%. At this level, this increase alone would not result in an increase to the projected rates. • In response to a question from the Committee, staff stated that the Project’s general scope of work was discussed with the full board when the board toured the RWCWRF site in 2022. • Staff stated that the request to increase the budget is due to several factors including supply chain issues, inflationary conditions, and management costs estimates at the sixty percent design phase. • Staff provided the scope of work to the Committee (see Page 2 of the staff report) and highlighted that there will be less wear and tear on the existing effluent force main with the new system. • Staff noted that the change from chlorine gas to UV disinfection will remove the need for hazardous materials training and plant operational requirements associated with it. This also provides added safety to the public that use the adjacent park trail. • In response to the Committee, staff stated that the project is anticipated to be completed within 1 ½ to 2 years and that the state will be involved with permitting the system. Following the discussion, the Committee supported staff’s recommendation and presentation to the full board as an Action Item. ATTACHMENT B-1 – Budget Detail for R2117 SUBJECT/PROJECT: R2117-001103 R2157-001103 Approval to Increase the CIP R2117 Budget in an Amount of $775,000 and Award of a Construction Contract to GSE Construction Co., Inc. for the RWCWRF Disinfection System Improvements Project Project Budget Details R2117 - RWCWRF Disinfection System Improvements 6/28/2023 Budget Committed Expenditures Outstanding Commitment & Forecast Projected Final Cost Vendor/Comments 4,275,000 Planning Consultant Contracts $111,970 $111,970 $0 $111,970 ARCADIS US INC Regulatory Agency Fees $50 $50 $0 $50 PETTY CASH CUSTODIAN Standard Salaries $162,403 $162,403 $0 $162,403 Total Planning $274,423 $274,423 $0 $274,423 Design Consultant Contracts $255,574 $229,397 $26,177 $255,574 CAROLLO ENGINEERS INC Supplier Contracts $25,000 $0 $25,000 $25,000 TROJAN TECHNOLOGIES $2,162 $2,162 $0 $2,162 USABLUEBOOK $880 $880 $0 $880 MCMASTER-CARR SUPPLY CO $7 $7 $0 $7 STAPLES INC $17,467 $17,467 $0 $17,467 XYLEM/YSI INC $6,876 $6,876 $0 $6,876 ADVANCED TEST EQUIPMENT Service Contracts $68 $68 $0 $68 DAILY JOURNAL Standard Salaries $110,000 $102,471 $7,529 $110,000 Total Design $418,033 $359,327 $58,706 $418,033 Construction Consultant Contracts $110,800 $3,978 $106,822 $110,800 CAROLLO ENGINEERS INC $100,000 $0 $100,000 $100,000 Construction Management Construction Contract $3,171,400 $0 $3,171,400 $3,171,400 GSE CONSTRUCTION CO INC $110,000 $0 $110,000 $110,000 Contingency Standard Salaries $80,000 $0 $80,000 $80,000 Total Construction $3,572,200 $3,978 $3,568,222 $3,572,200 Grand Total $4,264,655 $637,727 $3,626,928 $4,264,655 ATTACHMENT B-2 – Budget Detail for R2157 SUBJECT/PROJECT: R2117-001103 R2157-001103 Approval to Increase the CIP R2117 Budget in an Amount of $775,000 and Award of a Construction Contract to GSE Construction Co., Inc. for the RWCWRF Disinfection System Improvements Project Project Budget Details R2157 – RWCWRF Backwash Supply Pumps Upgrade 6/28/2023 Budget Committed Expenditures Outstanding Commitment & Forecast Projected Final Cost Vendor/Comments 500,000 Design Consultant Contracts $80,000 $58,345 $21,655 $80,000 CAROLLO ENGINEERS INC Standard Salaries $23,000 $19,907 $3,093 $23,000 Total Design $103,000 $78,252 $24,748 $103,000 Construction Consultant Contracts $12,000 $0 $12,000 $12,000 CAROLLO ENGINEERS INC $20,000 $0 $20,000 $20,000 Construction Management Construction Contract $320,000 $0 $320,000 $320,000 GSE CONSTRUCTION CO INC $20,000 $0 $20,000 $20,000 Contingency Standard Salaries $20,000 $0 $20,000 $20,000 Total Construction $392,000 $0 $392,000 $392,000 Grand Total $495,000 $78,252 $416,748 $495,000 OTAY WATER DISTRICTRALPH W. CHAPMAN WATER RECLAMATION FACILITYDISINFECTION SYSTEM IMPROVEMENTSLOCATION MAP EXHIBIT A CIP R2117CIP R2157 F C:\Users\donald.bienvenue\Otay Water District\ENG CIP - Documents\R2117 RWCWRF Contact Basin Expansion Project\Graphics\Exhibits-Figures\Exhibit A.mxd !\ VICINITY MAP PROJECT SITE DIV 5 DIV 1 DIV 2 DIV 4 DIV 3 ÃÅ54 ÃÅ125 ÃÅ94 ÃÅ905 §¨¦805 F NTS UV DISINFECTION CHANNEL 0 500250 Feet RALPH W. CHAPMANWATER RECLAMATIONFACILITY CA M PO RD/SR-9 4 C A M P O R D / S R - 9 4 SIN G E R LN STAFF REPORT TYPE MEETING: Regular Board Meeting MEETING DATE: August 2, 2023 SUBMITTED BY: Tita Ramos-Krogman, District Secretary W.O./G.F. NO: DIV. NO. APPROVED BY: Tita Ramos-Krogman, District Secretary Jose Martinez, General Manager SUBJECT: Board of Directors 2023 Calendar of Meetings GENERAL MANAGER’S RECOMMENDATION: At the request of the Board, the attached Board of Director’s meeting calendar 2023 is being presented for discussion. PURPOSE: This staff report is being presented to provide the Board the opportunity to review the 2023 Board of Director’s meeting calendar and amend the schedules as needed. COMMITTEE ACTION: N/A ANALYSIS: The Board requested that this item be presented at each meeting so they may have an opportunity to review the Board meeting calendar schedule and amend it as needed. STRATEGIC GOAL: N/A FISCAL IMPACT: None. LEGAL IMPACT: None. Attachment: Calendar of Meeting for 2023 G:\UserData\DistSec\WINWORD\STAFRPTS\Board Meeting Calendar 08-02-23.doc AGENDA ITEM7b Board of Directors, Workshops and Committee Meetings 2023 Regular Board Meetings: Special Board or Committee Meetings (3rd Wednesday of Each Month or as Noted) January 4, 2023 February 1, 2023 March 1, 2023 April 5, 2023 May 3, 2023 June 7, 2023 July 5, 2023 August 2, 2023 September 6, 2023 October 4, 2023 November 1, 2023 December 6, 2023 January 18, 2023 February 15, 2023 March 15, 2023 April 19, 2023 May 17, 2023 June 21, 2023 July 19, 2023 August 16, 2023 September 20, 2023 October 18, 2023 November 15, 2023 December 20, 2023 1 STAFF REPORT TYPE MEETING: Regular Board Meeting MEETING DATE: August 2, 2023 SUBMITTED BY: Tenille M. Otero, Communications Officer PROJECT: Various DIV. NO. All APPROVED BY: Jose Martinez, General Manager SUBJECT: Informational Item: 2023 Customer Opinion Survey GENERAL MANAGER’S RECOMMENDATION: No recommendation. This is an informational item only. COMMITTEE ACTION: See Attachment A. PURPOSE: To present the Board of Directors with the findings of the 2023 Customer Opinion Survey. ANALYSIS: The Otay Water District’s Strategic Plan’s customer perspective section goal is to enhance customer and community engagement to increase public awareness of the water industry and the District, while continuing to provide superior customer service. As part of the Strategic Plan’s efforts to enhance and build public awareness of the District’s priorities, initiatives, programs, and services, District staff implemented a Customer Opinion Survey in June 2023. One of the Strategic Plan’s key performance indicators includes completing a Customer Opinion Survey. The District hired True North Research, Inc. (True North), a full-service survey research firm, to conduct the survey. True North also conducted the District’s Customer Opinion Survey in January 2020 and the San Diego County Water Authority’s Public Opinion Poll in 2022. Prior to the 2020 survey, the District has conducted two separate surveys, including a Customer Satisfaction Survey and Call Center Survey. After evaluating the District’s needs, in 2019 True North recommended that the surveys be combined, with the goal of continuing to evaluate general customer awareness about the District and the customer service call center. To do this, True North oversampled AGENDA ITEM 8a 2 additional customers who had contacted the District about one or more issues during six months prior to the survey. 2023 is the second year of the combined survey. Since survey methodology trends have evolved, coupled with combining the two surveys in 2020 and 2023, the methodology used for these reports varies from the District’s previous years’ reports. Although making comparisons to previous years’ data can be done, the consultant does not recommend it due to sampling and data collection and methodology differences. However, the consultant can compare survey data from 2020 to 2023 because both have similar sampling/data collection and methodology. Staff conducted previous Customer Awareness surveys in 2012 and 2015, and the Call Center Survey in 2012. The purpose of the Customer Opinion Survey is to provide a statistically reliable measure of customers’ perceptions, opinions, and satisfaction as they relate to the District and the services it provides with the ultimate goal of improving services, customer service, and outreach. Broadly defined, the survey was designed to: • Profile residential customers’ perceptions and opinions of the Otay Water District. • Measure customers’ overall satisfaction with the District’s efforts to provide water services, their satisfaction with a variety of specific services, and the perceived value of service they receive from the District. • Assess perceptions of the District’s customer service. • Profile customers’ perceptions of water reliability, their support for potential solutions, as well as their household’s conservation behaviors. • Determine satisfaction with (and perceived effectiveness of) the District’s communication with residents. • Gather relevant background and demographic information. This study uses a methodology that avoids reliance on residents to initiate feedback, thus also preventing the creation of a self-selection bias. On a day-to-day basis, the District receives feedback mostly from those customers who are motivated enough to contact the District because they are either very pleased or very displeased, so those collective opinions are not necessarily representative of residential customers in the District’s service area as a whole. Ultimately, the survey results and analyses presented in the report provide the District with information that can be used to make sound, strategic decisions in a variety of areas, including measuring and tracking internal performance, customer service, community outreach, public education, marketing, planning, and budgeting. 3 True North administered the survey in English and Spanish June 6 through June 20, 2023 to a random sample of 651 residential customers within the District’s service area. To evaluate the District’s customer service and call center, the study oversampled 204 customers who had contacted the District about one or more issues within six months prior to the survey. The data was weighted prior to analysis to adjust for the oversample so that the figures presented in this report are representative of residential customers overall. The average interview was 17 minutes. The survey followed a mixed-method design that employed multiple recruiting methods including email, text, and telephone and multiple data collection methods including telephone and online. Of the 651 completed surveys, 531 were completed online and 120 by telephone. Detailed data is available in the report in attachments C and D but highlights of the survey are listed below. It is always important to consider the context for a survey. By any measure, the past few years leading up to the survey have been challenging. Overall, not noted in the official report (attachment C), but in discussions with the consultant, the consultant has seen a trend for public agencies to struggle more during the pandemic and post pandemic in terms of maintaining higher levels of customer satisfaction. The pandemic profoundly disrupted residents’ lives and livelihoods and forced public agencies to have to reinvent how they provided services in many respects. Although the public health impacts of the pandemic eased in 2022, the economic fallout (labor shortages, supply chain disruptions, and inflationary trends) continued and in some cases increased. Inflation hit a 40-year high, the cost of utilities spiked, and both the cost of housing and the cost of borrowing for a mortgage trended sharply upward. However, the consultant notes that the District’s overall results are still positive and indicate that customers are still satisfied with the District’s performance in providing water services. Staff will continue to assess customers’ opinions and take actions to enhance meeting customers’ needs. Highlights from the report include: • 85% of respondents indicated they were satisfied with the job the District is doing to provide water services to their household. • Across various services provided by the District, the District received the highest rates of satisfaction for providing reliable water service (97%), followed by providing convenient hours of operation (94%), providing good customer service (92%), followed by keeping the water system in good condition through timely repairs and maintenance (91%), and communicating with customers about scheduled repairs, service disruptions, and other water-related issues (90%). • When presented with six services their household may receive, trash collection received the highest percentage of respondents indicating that the amount paid for the service was either too 4 low or reasonable (47%), followed by cell phone (34%), sewer (32%), and water (31%). Electricity and cable/satellite received lower ratings, meaning they think those services are less reasonable in price. • Approximately two-thirds (67%) of respondents could not or would not provide an estimate when asked how much they thought the water that their household receives costs per gallon, but then when clarifying to respondents that water is priced approximately at one cent per gallon, 54% of the respondents rated water at an excellent or good value and 28% as a fair value. • Given California’s return to drought status over the past decade, many residents recognize that water reliability is likely to be an ongoing concern in California. A higher number of respondents in 2023 compared to 2020 felt water reliability of water supplies in California, Southern California, San Diego County, and the District’s service area will get worse over the next 10 years. Overall, compared to 2020, there was an increase of 10 to 13% of respondents who felt that reliability would get worse over the next 10 years. • There continues to be widespread support for two of the three initiatives designed to improve water reliability: 1) capturing, storing, and treating rainwater and stormwater runoff to produce clean drinking water (87% strongly or somewhat support) and 2) desalinating and purifying seawater to make clean drinking water (86% strongly or somewhat support). Respondents were less likely to support recycling sewer water and purifying it to clean drinking water standards using advanced water treatment technologies (49% strongly or somewhat support). • Three-quarters (75%) of respondents offered that they had taken actions to reduce their household’s water usage over the past year, whereas 18% confided they had not attempted to use less water. • When asked about a series of open-ended conservation actions, most respondents reported that their household has taken multiple indoor actions to use water efficiently, with the most common being turning off the faucet while brushing their teeth (70%), only running the dishwasher or washing machine when full (67%), and using less water while showering, washing their hands, or doing the dishes (63%). Outdoor activities that were the most common were not hosing down driveways/walkways (61%), watering plants/lawn between 6 p.m. and 10 a.m. (59%), and washing their cars less often or using water-efficient methods to wash their cars (54%). • Approximately 17% of customers surveyed reported that they had contacted the District within six months prior to taking the survey regarding their water service, which is statistically consistent with the percentage recorded in 2020. The most common 5 reasons for contacting the District in 2023 were billing or payment questions (27%), water-related service issues (19%), to make a payment (16%), and to request that their service be started or stopped (14%). • Among customers who contacted the District about an issue within six months preceding the survey, approximately two-thirds (67%) reported that the issue was ultimately resolved to their satisfaction. • More than three-quarters of customers who had been in contact with the District indicated that they were very or somewhat satisfied with the courtesy of the service representative (81%), the knowledge and expertise of the service representative (76%), and their ability to reach a service representative (72%). • More than eight-in-ten (83%) respondents indicated that they were satisfied with the District’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail, and/or other means. True North recommends that it is best practice to conduct a survey at a minimum of every two years but not longer than three years. The consultant also recommends that a survey should not be conducted annually because that is generally not enough time to evaluate and implement changes. FISCAL IMPACT: Joe Beachem, Chief Financial Officer None. STRATEGIC GOAL: Customer Perspective: Enhance customer and community engagement to increase public awareness of the water industry and the District, while continuing to provide superior customer service. Strategy: Enhance and build public awareness of the District’s priorities, initiatives, programs, and services. LEGAL IMPACT: None. Attachments: A) Committee Action B) Presentation C) 2023 Customer Opinion Survey Summary Report by True North Research D) Appendix A, Cross Tabulations 6 ATTACHMENT A SUBJECT/PROJECT: Informational Item: 2023 Customer Opinion Survey Report COMMITTEE ACTION: The Conservation, Public Relations, Legal and Legislative Committee reviewed this item on July 20, 2023, and the following comments were made: • Staff provided the staff report to the Committee and introduced Mr. Timothy McLarney, Ph.D, from True North Research to provide a PowerPoint presentation of the 2023 Customer Opinion Survey Report. See Attachment B of the staff report for details of the PowerPoint presentation. • Mr. McLarney stated that 651 interviews were completed and the overall margin of error of ±3.8% @ 95% level of confidence. The survey takes about 8-10 minutes to complete online and up to 16 minutes by phone. • Mr. McLarney stated that the District had an 83% overall satisfaction rating with communications to customers, which he stated is really good. He noted that a lot of agencies struggle with communications because in the last 10 years or so technology has changed and not everyone relies on traditional media like television and radio; there are more channels including social media so the communications channels are different for everyone. The challenge of reaching customers has increased over time. • In response to comments and questions from the Committee, staff stated that educating customers on the value of water is a challenge. Staff also stated that the District educates customers on the process and cost of providing quality water. However, there are some customers who focus on the increased costs of water in their bills, which results in their dissatisfaction of the District’s services. 7 • There was a discussion on improving the District’s communication with customers, such as continuing to provide information on the process and cost of providing quality water, making it easier for customers to apply for rebates, and improving the ability to reach a service representatives by phone. Staff stated that they will look into the challenges of reaching a Customer Service representative. • There was a discussion on Key Take-Aways which Mr. McLarney highlighted the District’s overall high customer service rate considering the COVID-19 impacts from the last three years. • In response from a request from the Committee, staff stated that they will research San Diego County Water Authority’s customer service survey and compare it to the District’s survey. • Staff stated that they will assess how to best share the survey with District staff to discuss and get input on the survey results. • Mr. McLarney responded to questions and comments from the Committee and said not to “oversteer” by focusing on negative areas that need improvement as it can lead to neglecting the positive areas that are more important to maintain. Following the discussion, the Committee supported staff’s recommendation and presentation to the full board as an Informational Item. C USTOMER OPINION S URVEY C ONDUCTED FOR THE OTAY WATER D ISTRICT P RESENTED BY TIMOTHY MCL ARNEY PH.D. Attachment B 22 o How did we select customers to survey? o Random Sample of customers, stratified by city of residence with oversample for customers who contacted the District in the past six months o Ensures balanced, representative sample of customers o How did we recruit participation? o Personalized email, text, and telephone calls o PINs to restrict access and ensure one complete per respondent o How were customers able to share their opinions? o Secure, PIN-protected website that scales to the device o Telephone (land line or mobile) o English & Spanish o What was the sample size? o 651 completed interviews o Overall margin of error of ± 3.8% @ 95% level of confidence METHODOLOGY OF STUDY 33 OVERALL SATISFACTION BY STUDY YEAR 55.4 33.8 5.32.12.7 48.7† 36.0 7.5 2.24.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very dissatisfied Somewhat dissatisfied Somewhat satisfied Very satisfied 44 OVERALL SATISFACTION BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS 28.1 46.6 51.8 49.3 49.1 43.8 50.9 57.7 34.4 32.9 35.2 41.2 35.5 35.6 Very satisfied 45.7 46.9 45.7 57.2 Smwt satisfied 43.6 42.3 33.4 35.2 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s 55 OVERALL SATISFACTION BY AGE & SERVICE ADDRESS 55.6 45.5 59.6 61.1 53.0 37.4 32.1 39.0 29.0 26.0 32.7 29.7 58.4 38.545.5Very satisfied 39.1 28.0 44.539.3Smwt satisfied 44.0 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2)Service Address City % R e s p o n d e n t s 66 OVERALL SATISFACTION BY HOUSEHOLD INCOME & ETHNICITY 53.0 55.9 50.7 55.2 49.0 57.3 43.4 39.9 36.8 38.4 34.7 31.9 35.5 31.1 43.6 40.3 Very satisfied 60.9 48.5 58.3 47.2 Smwt satisfied 15.2 37.9 17.9 41.9 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8)Ethnicity (QD7) % R e s p o n d e n t s 77 SATISFACTION WITH SERVICE ASPECTS 63.9 53.5 53.1 53.3 47.3 50.8 51.9 53.5 54.7 38.8 51.3 45.2 28.9 23.7 33.2 40.0 38.9 37.7 42.7 38.6 37.2 35.0 33.2 47.3 34.6 38.4 38.8 37.5 6.3 5.9 6.7 7.2 8.2 7.3 7.7 3.6 3.8 5.3 4.0 6.2 6.8 10.2 14.8 2.2 9.5 7.9 9.9 6.9 24.1 22.1 2 3 2 2 0 1 0 10 20 30 40 50 60 70 80 90 100 Provide reliable water service Provide convenient hours of operation Provide good customer service Keep the water system in good condition through timely repairs and maintenance Communicate w customers about scheduled repairs, service disruptions, other water-related issues Ensure an adequate water supply now and in the future Provide accurate billing statements Provide water that is free of color and odor Provide sufficient water pressure Educate customers about ways to conserve water Provide water that is safe to drink Provide high quality water Provide rebate programs that encourage customers to purchase water- efficient appliances, devices Offer good value for the cost of water services % Respondents Who Provided Opinion Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied 88 PERCEIVED COST OF SERVICE 47.1 33.6 32.0 31.2 11.6 9.1 18.4 20.2 17.0 24.2 13.1 11.8 9.3 1 1 1 1 1 22.4 18.4 17.4 16.2 16.8 15.7 51.4 56.3 22.0 20.3 21.3 13.3 3 2 4 11.3 11 0 10 20 30 40 50 60 70 80 90 100 Trash collection Cell phone Sewer Water Electricity Cable or satellite TV % Respondents Too low Reasonable A little too high Somewhat too high Much too high Not sure / NA Prefer not to answer 99 VALUE OF WATER KNOWING PRICE BY STUDY YEAR 29.4 29.8 24.6 8.02.35.3 4.5 25.6 28.4 27.6 8.1 3.5 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very poor Poor Fair Good Excellent 1010 CONTACTED DISTRICT IN PAST 6 MONTHS BY STUDY YEAR 19.7 77.5 2.7 16.5 78.7 4.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Not sure No contact Yes, contact 1111 ISSUE RESOLVED TO SATISFACTION BY STUDY YEAR 75.4 16.7 5.92.0 67.1 26.7† 4.02.2 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Dissatisfied Satisfied 1212 SATISFACTION WITH SERVICE REPRESENTATIVE 55.6 48.0 20.8 24.0 11.7 6.2 5.9 11.6 14.0 10.4 62.4 18.2 2.2 3.5 5.6 0 10 20 30 40 50 60 70 80 90 100 The courtesy of the service representative The knowledge and expertise of the service representative Your ability to reach a service representative Q15 Satisfaction with . . . % R e s p o n d e n t s Not sure/Prefer not to answer Very dissatisfied Smwt dissatisfied Smwt satisfied Very satisfied 1313 EXPECTED RELIABILITY OF WATER SUPPLY 6.0 7.3 8.6 29.0 35.4 40.1 52.3 47.9 40.3 9.3 9.9 8.3 9.7 7.8 29.5 54.1 0 10 20 30 40 50 60 70 80 90 100 California Southern California San Diego County Otay Water District's Service Area Q16 Reliability of water supply in . . . % R e s p o n d e n t s Prefer not to answer Not sure Getting worse Staying about same Improving 1414 SUPPORT FOR WATER RELIABILITY SOLUTIONS 49.3 21.2 36.9 27.3 18.5 2.7 24.8 4.5 5.3 7.4 57.6 29.8 4.73.93.3 0 10 20 30 40 50 60 70 80 90 100 Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Desalinate and purify seawater to make clean drinking water Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech Q17 Support District taking action to . . . % R e s p o n d e n t s Prefer not to answer Not sure Strongly oppose Somewhat oppose Somewhat support Strongly support 1515 SATISFACTION WITH COMMUNICATION BY STUDY YEAR 41.7 41.2 5.22.1 9.4 34.5† 48.2† 5.52.0 8.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Very dissatisfied Somewhat dissatisfied Somewhat satisfied Very satisfied 1616 EFFECTIVENESS OF COMMUNICATION METHODS 40.8 29.1 32.0 20.4 24.5 26.3 32.0 24.0 12.1 10.3 11.7 45.3 50.2 45.5 49.1 43.4 40.4 33.0 37.3 41.2 28.0 25.5 0 10 20 30 40 50 60 70 80 90 100 Email Newsletters mailed to your house Newsletters emailed to you/Electronic Newsletters Otay Water District website Postcards mailed to your house Text messages Information inserted into your water bill envelope Notices hung on your front door handle Sponsoring and attending community events Social Media like Twitter, Facebook and Instagram Automated voice calls via telephone % Respondents Very effective Somewhat effective 1717 Customer Satisfaction Remains High o 85% of customers are satisfied overall with the water service they receive from Otay Water o Satisfaction is also high for most aspects of water service including reliability, hours of operation, and keeping the system well-maintained o Customers give high marks to Otay Water’s customer service in general, and those who contacted District were positive about representative’s performance in resolving their issue o More than 8/10 customers were satisfied with the District’s communication efforts KEY TAKE-AWAYS 1818 Opportunities for Improvement o Don’t oversteer o Raise customer awareness of the cost/good value of water o Educate customers on the quality and safety of the water provided o Rebate programs o Ability to reach service representatives and resolving issues the first contact o Revisit the District’s communication strategies as preferences and technologies continue to evolve KEY TAKE-AWAYS Attachment C THIS PAGE INTENTIONALLY LEFT BLANK Ta b l e o f C o n t e n t s iOtay Water District True North Research, Inc. © 2023. . . . . . . . . . . . . . . . T ABLE OF CONTENTS Table of Contents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i List of Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .iii List of Figures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Purpose of Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Statistical Significance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Overview of Methodology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Organization of Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 About True North. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Key Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Satisfaction With Water Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Overall Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Question 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Reason for Dissatisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Question 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Specific Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Question 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Differentiators of Opinion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Value. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Value Relative to Other Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Question 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Cost per Gallon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Question 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Value for Cost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Question 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 District Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Question 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Question 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Reason for Contact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Question 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Specific Water-Related Service Issue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Question 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Field Representatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Question 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Question 12 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Number of Contacts Needed to Resolve Issue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Question 13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Issue Resolved to Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Question 14 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Satisfaction with Service Representatives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Question 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Water Reliability Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Opinion of Water Supply. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Question 16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Solutions to Increase Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Question 17 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Conservation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Expected Home Water Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Question 18 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Ta b l e o f C o n t e n t s iiOtay Water District True North Research, Inc. © 2023. . . . . . . . . . . . . . . . Taken Actions to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Question 19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Actions Taken to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Question 20 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Question 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Question 22 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Communication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Overall Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Question 23 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Pipeline Newsletter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Question 24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Pipeline Newsletter Readership. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Question 25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Communication Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Question 26 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Background & Demographics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Questionnaire Development . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Programming, Pre-Test & Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Sample, Weighting, Recruiting & Data Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Margin of Error Due to Sampling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Data Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Rounding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Questionnaire & Toplines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Li s t o f T a b l e s True North Research, Inc. © 2023 iiiOtay Water District . . . . . . . . . . . . . . . . L IST OF TABLES Table 1 Satisfaction With Services by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Table 2 Satisfaction With Services by Overall Satisfaction With District. . . . . . . . . . . . . . . . 14 Table 3 Reasonableness of Amount Paid for Services by Study Year. . . . . . . . . . . . . . . . . . 16 Table 4 Satisfaction With Service Representative by Study Year . . . . . . . . . . . . . . . . . . . . . 26 Table 5 Opinion of Reliability of Water Supply by Study Year . . . . . . . . . . . . . . . . . . . . . . . 28 Table 6 Support for Water Reliability Solutions by Study Year . . . . . . . . . . . . . . . . . . . . . . 29 Table 7 Strong Support for Water Reliability Solutions by Service Address City & District’s Water Reliability Over Next 10 Years. . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Table 8 Strong Support for Water Reliability Solutions by Account Setup Year & Taken Actions to Reduce Water Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Table 9 Effectiveness of Otay Water District Communication Efforts by Study Year. . . . . . . 44 Table 10 Effectiveness of Otay Water District Communication Efforts by Satisfaction With Communication & Age (Showing % Very Effective) . . . . . . . . . . . . . . . . . . . . . 45 Table 11 Demographics of Sample by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Li s t o f F i g u r e s True North Research, Inc. © 2023 ivOtay Water District . . . . . . . . . . . . . . . . L IST OF FIGURES Figure 1 Overall Satisfaction by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Figure 2 Overall Satisfaction by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Figure 3 Overall Satisfaction by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . 10 Figure 4 Overall Satisfaction by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Figure 5 Reasons for Dissatisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Figure 6 Satisfaction With Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Figure 7 Reasonableness of Amount Paid for Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Figure 8 Estimated Cost of Water per Gallon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Figure 9 Estimated Cost of Water per Gallon by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Figure 10 Estimated Cost of Water per Gallon by Age & Service Address City . . . . . . . . . . . . 17 Figure 11 Estimated Cost of Water per Gallon by Hsld Income & Ethnicity. . . . . . . . . . . . . . . 17 Figure 12 Value of Water After Learning Cost by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . 18 Figure 13 Value of Water After Learning Cost by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Figure 14 Value of Water After Learning Cost by Age & Service Address City. . . . . . . . . . . . . 19 Figure 15 Value of Water After Learning Cost by Hsld Income & Ethnicity . . . . . . . . . . . . . . . 19 Figure 16 Contacted District in Past 6 Months by Study Year . . . . . . . . . . . . . . . . . . . . . . . . 20 Figure 17 Contacted District in Past 6 Months by Account Setup Year & Home Ownership Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Figure 18 Contacted District in Past 6 Months by Age & Service Address City . . . . . . . . . . . . 21 Figure 19 Contacted District in Past 6 Months by Hsld Income & Ethnicity . . . . . . . . . . . . . . 21 Figure 20 Reasons for Contacting District. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Figure 21 Problem With Water Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 22 Field Representative Sent by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Figure 23 Field Representative Service Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Figure 24 Number of Contacts to Resolve Issue by Study Year . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 25 Issue Resolved to Satisfaction by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Figure 26 Satisfaction With Service Representative . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Figure 27 Opinion of Reliability of Water Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Figure 28 Support for Water Reliability Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Figure 29 Future Water Usage by Study Year. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Figure 30 Future Water Usage by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 31 Future Water Usage by Age, Service Address City & Taken Actions to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 32 Future Water Usage by Hsld Income & Ethnicity. . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Figure 33 Taken Action to Reduce Water Usage by Study Year . . . . . . . . . . . . . . . . . . . . . . . 32 Figure 34 Taken Action to Reduce Water Usage by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Figure 35 Taken Action to Reduce Water Usage by Age & Service Address City . . . . . . . . . . . 33 Figure 36 Taken Action to Reduce Water Usage by Hsld Income & Ethnicity . . . . . . . . . . . . . 33 Figure 37 Actions Taken to Reduce Water Usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Figure 38 Major Changes on Property to Reduce Water Usage in Past Years by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Figure 39 Major Changes on Property to Reduce Water Usage in Past Years by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months. . . . . . 36 Figure 40 Major Changes on Property to Reduce Water Usage in Past Years by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Figure 41 Major Changes on Property to Reduce Water Usage in Past Years by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Li s t o f F i g u r e s True North Research, Inc. © 2023 vOtay Water District . . . . . . . . . . . . . . . . Figure 42 Changes on Property to Reduce Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Figure 43 Satisfaction With Communication by Study Year . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Figure 44 Satisfaction With Communication by Account Setup Year & Home Ownership Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Figure 45 Satisfaction With Communication by Age & Service Address City. . . . . . . . . . . . . . 39 Figure 46 Satisfaction With Communication by Ethnicity, Gender & Overall Satisfaction . . . . 39 Figure 47 Recall Receiving Pipeline Customer Newsletter by Study Year . . . . . . . . . . . . . . . . 40 Figure 48 Recall Receiving Pipeline Customer Newsletter by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months40 Figure 49 Recall Receiving Pipeline Customer Newsletter by Age & Service Address City. . . . 41 Figure 50 Recall Receiving Pipeline Customer Newsletter by Hsld Income & Ethnicity . . . . . . 41 Figure 51 Frequency of Reading Pipeline Customer Newsletter by Study Year . . . . . . . . . . . . 42 Figure 52 Frequency of Reading Pipeline Customer Newsletter by Account Setup Year, Home Ownership Status & Contacted District in Past 6 Months . . . . . . . . . . . . . . . 42 Figure 53 Frequency of Reading Pipeline Customer Newsletter by Age & Service Address City . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Figure 54 Frequency of Reading Pipeline Customer Newsletter by Hsld Income & Ethnicity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Figure 55 Effectiveness of Otay Water District Communication Efforts . . . . . . . . . . . . . . . . . 44 Figure 56 Maximum Margin of Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 In t r o d u c t i o n True North Research, Inc. © 2023 1Otay Water District . . . . . . . . . . . . . . . . I NTRODUCTION Established in 1956, the Otay Water District provides water and recycled water services to cus- tomers in southeastern San Diego County, including the communities of Spring Valley, La Presa, Rancho San Diego, Jamul, eastern Chula Vista, and eastern Otay Mesa along the international border with Mexico. As a revenue neutral public agency, customers pay only their fair share of the District’s costs to operate and maintain the water, recycled water, and wastewater systems, including acquiring, treating, and transporting drinking water. As part of its commitment to provide high quality water services that meet the varied needs of its customers, the Otay Water District regularly engages customers through community outreach, social media, and other communications activities and receives periodic feedback regarding its performance. Although these informal feedback mechanisms are a valuable source of informa- tion for the District in that they provide timely and accurate information about the opinions of specific customers, they do not necessarily provide an accurate picture of residential customers as a whole. Informal feedback mechanisms typically rely on the resident to initiate the feedback, which creates a self-selection bias. The Otay Water District receives feedback only from those residents who are motivated enough to initiate the feedback process. Because these individuals tend to be those who are either very pleased or very displeased with their service, their collective opinions are not necessarily representative of residential customers in the District’s service area as a whole. PURPOSE OF STUDY The motivation for this present study was to design and employ a methodology that would avoid the self-selection bias noted above and thereby provide a statisti- cally reliable measure of customers’ perceptions, opinions, and satisfaction as they relate to the Otay Water District and the services it provides. Ultimately, the survey results and analyses pre- sented in this report provide the District with information that can be used to make sound, stra- tegic decisions in a variety of areas, including measuring and tracking internal performance, community outreach, public education, marketing, planning, and budgeting. To assist in this effort, the Otay Water District selected True North Research to design the research plan and con- duct the study. Broadly defined, the study was designed to: • Profile residential customers’ perceptions and opinions of the Otay Water District; • Measure customers’ overall satisfaction with the District’s efforts to provide water services, their satisfaction with a variety of specific services, and the perceived value of service they receive from the District; • Assess perceptions of the District’s customer service; • Profile customers’ perceptions of water reliability, their support for potential solutions, as well as their household’s conservation behaviors; • Determine satisfaction with (and perceived effectiveness of) the District’s communication with residents; and • Gather relevant background and demographic information. This is not the first statistically reliable public opinion survey conducted for the District—a simi- lar study was completed by True North in 2020. Because of the natural interest in tracking the District’s performance in meeting the evolving needs of its customers, where appropriate the In t r o d u c t i o n True North Research, Inc. © 2023 2Otay Water District . . . . . . . . . . . . . . . . results of the current study are compared with the results of identical questions included in the previous study. STATISTICAL SIGNIFICANCE Many figures and tables in this report present the results of questions asked in the current study alongside the results found in the prior survey for identical questions. In such cases, True North conducted the appropriate tests of statistical significance to identify changes that likely reflect actual changes in public opinion between the prior survey (2020) and the current (2023)—as opposed to being due to chance associated with selecting two samples independently and at random. Differences between the two studies are identified as sta- tistically significant if we can be 95% confident that the differences reflect an actual change in public opinion between the two studies. Statistically significant differences within response cate- gories over time are denoted by the † symbol which appears in the figure next to the appropriate response value for 2023. OVERVIEW OF METHODOLOGY A full description of the methodology used for this study is included later in this report (see Methodology on page 47). In brief, the survey was administered to a random sample of 651 residential customers within Otay Water District’s ser- vice area. To accommodate the District’s interest in evaluating its customer service and call cen- ter performance, the study oversampled customers who had contacted the District about one or more issues during the six months prior to the survey. The data were weighted prior to analysis to adjust for the oversample so that the figures presented in this report are representative of res- idential customers overall. The survey followed a mixed-method design that employed multiple recruiting methods (email, text, and telephone) and multiple data collection methods (telephone and online). Administered in English and Spanish between June 6 and June 20, 2023, the average interview was 17 minutes. ORGANIZATION OF REPORT This report is designed to meet the needs of readers who prefer a summary of the findings as well as those interested in the details of the results. For those who seek an overview, the section titled Key Findings is for you. It provides a summary of the most important findings and a discussion of their implications. This section is followed by a more detailed question-by-question discussion of the results from the survey by topic area (see Table of Contents), and a description of the methodology employed for collecting and analyzing the data. For the truly ambitious reader, the full questionnaire is included at the back of this report (see Questionnaire & Toplines on page 50) and a complete set of crosstabulations for the survey results is contained in Appendix A. ACKNOWLEDGEMENTS True North thanks the Otay Water District for the opportunity to conduct the study and for contributing valuable input during the design stage of this study. The collective experience, insight, and local knowledge provided by district representatives and staff improved the overall quality of the research presented here. DISCLAIMER The statements and conclusions in this report are those of the authors (Dr. Timothy McLarney and Richard Sarles) at True North Research, Inc. and not necessarily those of the Otay Water District. Any errors and omissions are the responsibility of the authors. In t r o d u c t i o n True North Research, Inc. © 2023 3Otay Water District . . . . . . . . . . . . . . . . ABOUT TRUE NORTH True North is a full-service survey research firm that is dedicated to providing public agencies with a clear understanding of the values, perceptions, priorities, and concerns of their residents and customers. Through designing and implementing scientific sur- veys, focus groups, and one-on-one interviews, as well as expert interpretation of the findings, True North helps its clients to move with confidence when making strategic decisions in a variety of areas—such as planning, policy evaluation, performance management, establishing fiscal pri- orities, passing revenue measures, and developing effective public information campaigns. Dur- ing their careers, Dr. McLarney (President) and Mr. Sarles (Principal Researcher) have designed and conducted over 1,200 survey research studies for public agencies—including more than 500 studies for California municipalities, utilities, and special districts. Ke y F i n d i n g s True North Research, Inc. © 2023 4Otay Water District . . . . . . . . . . . . . . . . K EY FINDINGS As noted in the Introduction, this study was designed to provide the Otay Water District with a statistically reliable understanding of customers’ perceptions, opinions, and satisfaction as they relate to the agency and the services it provides. Whereas subsequent sections of this report are devoted to conveying the detailed results of the survey, in this section we attempt to ‘see the for- est through the trees’ and note how the collective results of the survey answer some of the key questions that motivated the research. How well is the Otay Water District perform- ing in meeting the needs of customers? Respondents continue to be quite satisfied with the Otay Water District’s efforts to provide water services to their households. Eighty-five percent (85%) of respondents were satisfied with the District’s overall perfor- mance in providing water services in 2023. Despite the pandemic and the many changes it has compelled for municipal operations since 2020, customer satisfaction with the District’s overall performance in 2023 was just four percentage points lower than the level recorded in January 2020 (89%) a few months before the pandemic was declared. Moreover, when looking only at those who provided an opinion (i.e., factoring out those who were unsure or unwilling to provide an opinion), overall satisfaction remained statistically consistent from 2020 (92%) to 2023 (90%). The strong level of satisfaction exhibited by respondents as a whole was also echoed across customer subgroups based on account set-up year, home ownership status, whether they had contacted the District in the past six months, service address city, age, household income, and eth- nicity. With the exception of respondents living in a service area other than Chula Vista, El Cajon, Jamul, or Spring Valley (67% satisfied), satis- faction ranged from a low of 76% to a high of 94%. The high level of satisfaction expressed with the District’s performance in general was also mirrored in respondents’ assessments of the Otay Water District’s performance in providing specific services. For all but two service areas tested, at least 84% of respondents who provided an opinion were satisfied with the District’s efforts. Among the 14 services tested, respondents were most satisfied with the District’s efforts to pro- vide reliable water service (97% very or somewhat satisfied), provide con- venient hours of operation (94%), provide good customer service (92%), keep the water system in good condition through timely repairs and maintenance (91%), and communicate with customers about scheduled repairs, service disruptions, and other water-related issues (90%). How do customers rate the Otay Water District’s customer service? One of the objectives of this study was to profile the opinions of custom- ers who had reason to contact the District during the six months prior to taking the survey—focusing in particular on how they assess the cus- tomer service they received. Ke y F i n d i n g s True North Research, Inc. © 2023 5Otay Water District . . . . . . . . . . . . . . . . Approximately 17% of customers surveyed reported that they had con- tacted the District in the six months prior to taking the survey regarding their water service, which is statistically consistent with the percentage recorded in 2020. The most common reasons for contacting the District in 2023 were billing or payment questions (27%), water-related service issues (19%), to make a payment (16%), and to request that their service be started or stopped (14%)—also the top reasons for contact in 2020. Among this subgroup who had contacted the District in the past six months, approximately six-in-ten (59%) were able to resolve their issue with a single contact and two-thirds (67%) indicated that the reason for contacting the District was ultimately resolved to their satisfaction. Both of these metrics were somewhat lower in 2023 than 2020. More than three-quarters indicated that they were very or somewhat satisfied with the courtesy of the service representative (81%), the knowledge and expertise of the service representative (76%), and their ability to reach a service representative (72%). While marks for courtesy and knowledge/ expertise remained in line with 2020, satisfaction with the ability to reach a service representative was statistically lower in 2023 (-11%). Among the very small subgroup of customers with a water service issue that required a field representative be sent to their property (1% of all residential customers), none indicated that the field representative failed to arrive in a timely manner (35% were unsure or preferred not to answer). Overall, more than six-in-ten respondents within this small cus- tomer segment indicated that the field representative accurately assessed the problem (75%), arrived in a timely manner (65%), and clearly explained the nature of the problem and how it could be fixed (62%). Where should the Dis- trict focus its efforts in the future? Perhaps the most important recommendation, one often overlooked in customer satisfaction research, is for the District to recognize the things it does well and to focus on continuing to perform at a high level in these areas. As noted throughout this report, the vast majority of customers were generally pleased. The top priority for the Otay Water District should thus be to do what it takes to maintain the quality of services it currently provides. Nevertheless, in the spirit of constant improvement, the results of the study suggest several opportunities to increase customer satisfaction further. Based on the survey findings, some residential customers saw room for improvement in offering good value for the cost of water ser- vices and providing rebate programs that encourage customers to pur- chase water-efficient appliances and devices. Although the majority of respondents who provided an opinion were satisfied with each of these service areas, the rates of satisfaction were somewhat lower when com- pared to the other service areas tested. Additionally, offering good value for the cost of water services, providing water that is safe to drink, and Ke y F i n d i n g s True North Research, Inc. © 2023 6Otay Water District . . . . . . . . . . . . . . . . providing high quality water were the biggest differentiators between customers who were satisfied vs. dissatisfied with the District’s overall performance. There is also an opportunity to increase customers’ knowledge regarding the per-gallon cost of the water their household receives. Overall, two- thirds (67%) of respondents could not or would not provide an estimate when asked how much they thought the water that their household receives costs per gallon. This figure is much higher than that found for the San Diego region as a whole (31%).1 Additionally, just 2% of Otay Water District’s customers correctly identified the true cost of their household’s water at one cent per gallon in 2023, down from 7% in 2020 and much lower than the 25% of residents region-wide. Clarifying the true cost of water had a striking effect on the perceived value of the District’s services. Once customers understood that water is priced at one cent per gallon, 54% rated water an excellent or good value, and an additional 28% felt water is a fair value. In fact, nearly a quarter of dissatisfied respondents who had previously complained that their water bill is too high switched to viewing water as an excellent, good, or fair value when informed about the true cost of water per gal- lon. What are residents’ views on water reliabil- ity and what are their conservation behaviors? Given the State’s regular return to drought status over the past decade, many residents recognize that water reliability is likely to be an ongoing concern in California. When asked specifically whether they expect that the reliability of water supplies in Otay Water District’s service area will improve, stay the same, or get worse over the next 10 years, 40% antici- pated they would get worse (10% higher than in 2020) and an identical percentage (40%) expected little change. Just 9% were of the opinion that the reliability of water supplies would improve during this period (7% less than in 2020). Concerns about the reliability of the District’s future water supplies translate to widespread support for two of the three initiatives designed to improve water reliability—capturing, storing, and treating rainwater and stormwater runoff to produce clean drinking water (87% strongly or somewhat support) and desalinating and purifying seawater to make clean drinking water (86%). Respondents were less likely to support recy- cling sewer water and purifying it to clean drinking water standards using advanced water treatment technologies (49%). 1. True North’s 2022 study for the San Diego County Water Authority can be found at: https://www.sdcwa.org/public-opinion-research Ke y F i n d i n g s True North Research, Inc. © 2023 7Otay Water District . . . . . . . . . . . . . . . . In terms of household water usage, seven-in-ten respondents (72%) anticipated their water use to remain about the same this year as com- pared with last year, 20% expected to use less water in 2023, 6% felt they will use more water this year, and 2% were unsure or unwilling to state. Responses to this question series were virtually unchanged from 2020 to 2023. Additionally, three-quarters (75%) of respondents offered that they had taken one or more actions to reduce water usage over the past year, which is also statistically consistent with the level reported in 2020. When asked about a series of water-conservation actions, most respon- dents reported that their household has taken multiple actions to use water efficiently, with the most common being turning off the faucet while brushing their teeth (70% of those whose household reduced usage), only running the dishwasher or washing machine when full (67%), using less water while showering, washing their hands, or doing the dishes (63%), and not hosing down their driveway or walkways (61%). How well is the Otay Water District communi- cating with customers, and what are some of the main challenges? Keeping up with the challenge of communicating with residential cus- tomers has been difficult for many public agencies in recent years. As the number of information sources and channels available to the public have dramatically increased, so too has the diversity in where residents regularly turn for their information. Not only have entirely new channels arisen to become mainstream and nearly ubiquitous (e.g., social media), within these channels there exists a proliferation of alternative services. To add to the challenge, residents’ preferences for information sources are also dynamic, subject to change as new services are made available while others may fade in popularity, making thorough, effective commu- nication a moving target for public agencies. Against this backdrop of declining satisfaction with public agency com- munications in general—and coupled with the exacerbating impact of the pandemic—the survey results suggest the Otay Water District is doing a solid job communicating with its residential customers. Just over eight-in-ten respondents indicated that they were satisfied with the Dis- trict’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail, and/or other means. Although the intensity of satisfaction softened from 2020 to 2023 (i.e., fewer reported being very satisfied), the overall percentage of customers satis- fied with the District's communication efforts remained unchanged at 83%. When asked specifically if they recalled receiving the Pipeline Newsletter that is mailed or emailed to households on a quarterly basis, close to half (49%) of customers answered in the affirmative, with 43% of all cus- tomers reporting that they always or sometimes read the Pipeline News- letter when it arrives. Moreover, both of these metrics remained unchanged from 2020 to 2023. Ke y F i n d i n g s True North Research, Inc. © 2023 8Otay Water District . . . . . . . . . . . . . . . . Looking to the future, there are a variety of communication methods that residential customers generally viewed as being effective ways for the District to communicate with them, with email, newsletters mailed to the home, and emailed/electronic newsletters at the top of the list (see Com- munication Preferences on page 43 for more details). Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2023 9Otay Water District . . . . . . . . . . . . . . . . S ATISFACTION WITH WATER SERVICES The opening series of questions in the survey was designed to assess residential customers’ opinions about the District’s performance in providing various services. OVERALL SATISFACTION The first question in this series asked respondents to indicate if, overall, they were satisfied or dissatisfied with the job the Otay Water District is doing to pro- vide water services to their household. Because this question does not reference a specific pro- gram, facility, or service and requested that the respondent consider the Water District’s performance in general, the findings of this question may be regarded as an overall performance rating for the District. As shown in Figure 1, the vast majority (85%) of respondents in 2023 indicated they were either very (49%) or somewhat (36%) satisfied with the District’s efforts to provide water services. Approximately 10% were very or somewhat dissatisfied, and 6% were unsure or unwilling to share their opinion. Satisfaction with the job the Otay Water District is doing to provide water services was slightly lower in 2023 (85%) than 2020 (89%), driven by a statistically significant decline in the percent- age very satisfied (-7%) and a small, but statistically significant increase in the percentage unsure (+2%). That said, when looking only at those who provided an opinion (i.e., factoring out those who were unsure or unwilling to provide an opinion), overall satisfaction remained statistically consistent from 2020 (92%) to 2023 (90%). Question 1 Generally speaking, are you satisfied or dissatisfied with the job the Otay Water District is doing to provide water services to your household? FIGURE 1 OVERALL SATISFACTION BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. Figures 2-4 on the next page display how customers’ opinions about the District’s overall perfor- mance in providing water services varied by a host of demographic traits. The high levels of sat- isfaction exhibited by respondents as a whole (see Figure 1 above) were generally echoed across 55.4 33.8 5.32.12.7 48.7† 36.0 7.52.24.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Verydissatisfied Somewhatdissatisfied Somewhat satisfied Very satisfied Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2023 10Otay Water District . . . . . . . . . . . . . . . . customer subgroups. With the exception of respondents living in a service area other than Chula Vista, El Cajon, Jamul, or Spring Valley (67% satisfied), satisfaction ranged from a low of 76% to a high of 94%. FIGURE 2 OVERALL SATISFACTION BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 3 OVERALL SATISFACTION BY AGE & SERVICE ADDRESS CITY 28.1 46.6 51.8 49.3 49.1 43.8 50.9 57.7 34.4 32.9 35.2 41.2 35.5 35.6 Very satisfied 45.7 46.9 45.7 57.2 Smwt satisfied 43.6 42.3 33.4 35.2 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s 55.6 45.5 59.6 61.1 53.0 37.4 32.1 39.0 29.0 26.0 32.7 29.7 58.4 38.545.5Very satisfied 39.1 28.0 44.539.3Smwt satisfied 44.0 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2023 11Otay Water District . . . . . . . . . . . . . . . . FIGURE 4 OVERALL SATISFACTION BY HSLD INCOME & ETHNICITY REASON FOR DISSATISFACTION The small percentage (10%) of respondents who indi- cated that they were dissatisfied with the District’s efforts to provide water services to their household were asked in a follow-up question if there was a particular reason for their dissatis- faction. Question 2 was asked in an open-ended manner, thereby allowing respondents to explain their position in their own words, without being prompted by—or restricted to—a partic- ular list of reasons. True North later reviewed the verbatim responses and grouped them into the categories shown in Figure 5 below. A concern about high rates or the cost of their bill was by far the most common reason why some respondents were dissatisfied with the District’s performance (53%), followed by water quality, taste, or smell (38%). Inaccurate/incorrect billing (12%) was the only other reason men- tioned by at least 10% of dissatisfied respondents. Question 2 Is there a particular reason why you are dissatisfied with the Water District's per- formance? FIGURE 5 REASONS FOR DISSATISFACTION 53.0 55.9 50.7 55.2 49.0 57.3 43.4 39.9 36.8 38.4 34.7 31.9 35.5 31.1 43.6 40.3 Very satisfied 60.9 48.5 58.3 47.2 Smwt satisfied 15.2 37.9 17.9 41.9 0 10 20 30 40 50 60 70 80 90 100 Less than$25K $25K to <$40K $40K to <$60K $60K to< $80K $80K to <$100K $100K to< $150K $150K ormore Caucasian/ White Latino /Hispanic Af-American / Black AsianAmerican Mixed /Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s 52.7 37.5 11.9 4.9 4.1 3.0 2.3 0 102030405060 Rates, bills too expensive Water quality, taste, smell Inaccurate, incorrect billing Customer service issues High water pressure Excessive salaries, pensions, compensation Low water pressure % Respondents Who Are Dissatisfied With Water District's Performance Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2023 12Otay Water District . . . . . . . . . . . . . . . . SPECIFIC SERVICES Whereas Question 1 addressed the District’s overall performance, the next question series asked respondents to rate their level of satisfaction with the District’s efforts to provide specific services. The order of the items was randomized for each respondent to avoid a systematic position bias. Figure 6 presents the services in rank order according to the proportion of respondents who were either very or somewhat satisfied with the Otay Water District’s efforts to provide the ser- vice. For comparison purposes between the services, only respondents who held an opinion (sat- isfied or dissatisfied) are included in the figure. Those who did not have an opinion were removed from this analysis. The percentage of respondents who provided an opinion (satisfied or dissatisfied) is presented in brackets beside the service label in the figure, while the bars rep- resent the answers of those with an opinion. Question 3 Next, I'm going to read a list of specific services provided by the Otay Water Dis- trict. For each of the services I read, please tell me whether you are satisfied or dissatisfied with the District's efforts to provide the service. Are you satisfied or dissatisfied with the District's efforts to: _____or do you not have an opinion? FIGURE 6 SATISFACTION WITH SERVICES At the top of the list, respondents were most satisfied with the District’s efforts to provide reli- able water service (97% very or somewhat satisfied), followed by efforts to provide convenient hours of operation (94%), provide good customer service (92%), keep the water system in good condition through timely repairs and maintenance (91%), and communicate with customers about scheduled repairs, service disruptions, and other water-related issues (90%). 63.9 53.5 53.1 53.3 47.3 50.8 51.9 53.5 54.7 38.8 51.3 45.2 28.9 23.7 33.2 40.0 38.9 37.7 42.7 38.6 37.2 35.0 33.2 47.3 34.6 38.4 38.8 37.5 6.3 5.9 6.7 7.2 8.2 7.3 7.7 3.6 3.8 5.3 4.0 6.2 6.8 10.2 14.8 2.2 9.5 7.9 9.9 6.9 24.1 22.1 2 3 2 2 0 1 0 102030405060708090100 Provide reliable water service [95%] Provide convenient hours of operation [80%] Provide good customer service [80%] Keep the water system in good condition through timely repairs and maintenance [81%] Communicate w customers about scheduled repairs, service disruptions, other water-related issues [79%] Ensure an adequate water supply now and in the future [78%] Provide accurate billing statements [93%] Provide water that is free of color and odor [97%] Provide sufficient water pressure [97%] Educate customers about ways to conserve water [86%] Provide water that is safe to drink [93%] Provide high quality water [92%] Provide rebate programs that encourage customers to purchase water- efficient appliances, devices [65%] Offer good value for the cost of water services [92%] % Respondents Who Provided Opinion Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2023 13Otay Water District . . . . . . . . . . . . . . . . At the other end of the spectrum, respondents were somewhat less satisfied with the District’s efforts to offer good value for the cost of water services (61%) and provide rebate programs that encourage customers to purchase water-efficient appliances and devices (68%). There were statistically significant declines in satisfaction for 5 of the 14 services from 2020 to 2023 (Table 1). The largest declines were evidenced for offering good value for the cost of water services (-6%) and providing high quality water (-5%). TABLE 1 SATISFACTION WITH SERVICES BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. DIFFERENTIATORS OF OPINION For the interested reader, Table 2 on the next page displays how the level of satisfaction with each specific service tested in Question 3 varied according to residential customers’ overall performance ratings for the District (see Overall Sat- isfaction on page 9). The table divides customers who were satisfied with the District’s overall performance into one group and those dissatisfied into a second group. Also displayed is the difference between the two groups in terms of the percentage who indicated they were satisfied with the District’s efforts to provide each service tested in Question 3 (far right column). For con- venience, the services are sorted by that difference, with the greatest differentiators of opinion near the top of the table. When compared to their counterparts, those who were satisfied with the District’s overall perfor- mance in providing water services were also more likely to express satisfaction with the District’s efforts to provide each of the services tested in Question 3. That said, the greatest specific dif- ferentiators of opinion between satisfied and dissatisfied customers were found with respect to the District’s efforts to offer good value for the cost of water services, provide water that is safe to drink, and provide high quality water. At the other end of the spectrum, there was much less difference between the two customer groups regarding their satisfaction with the District’s efforts to provide reliable water service and provide convenient hours of operation. 2023 2020 Provide sufficient water pressure 87.8 85.5 +2.3 Provide reliable water service 97.1 95.1 +1.9Provide accurate billing statements 89.1 88.7 +0.4 Educate customers about ways to conserve water 86.1 87.0 -0.9 Communicate w customers about scheduled repairs, service disruptions, other water-related issues 90.1 91.1 -1.0 Provide good customer service 92.0 93.1 -1.1 Provide convenient hours of operation 93.4 95.1 -1.7 Provide rebate programs that encourage customers to purchase water-efficient appliances, devices 67.8 70.0 -2.2Provide water that is free of color and odor 88.5 91.1 -2.6 Keep the water system in good condition through timely repairs and maintenance 91.1 94.3 -3.3† Ensure an adequate water supply now and in the future 89.4 92.9 -3.5† Provide water that is safe to drink 85.8 89.9 -4.1† Provide high quality water 83.6 88.5 -4.8† Offer good value for the cost of water services 61.2 66.6 -5.5† Study Year Change in Satisfaction 2020 to 2023 Sa t i s f a c t i o n W i t h W a t e r S e r v i c e s True North Research, Inc. © 2023 14Otay Water District . . . . . . . . . . . . . . . . TABLE 2 SATISFACTION WITH SERVICES BY OVERALL SATISFACTION WITH DISTRICT Very or somewhat satisfied Very or somewhat dissatisfied Offer good value for the cost of water services 68.9 15.0 53.9Provide water that is safe to drink 91.2 38.2 52.9 Provide high quality water 89.0 38.5 50.5Provide water that is free of color and odor 92.6 52.0 40.6 Provide rebate programs that encourage customers to purchase water-efficient appliances, devices 73.5 36.2 37.3 Provide accurate billing statements 92.3 58.6 33.7 Provide good customer service 96.7 63.1 33.6Keep the water system in good condition through timely repairs and maintenance 94.7 61.7 33.1 Educate customers about ways to conserve water 89.4 57.1 32.4Ensure an adequate water supply now and in the future 92.0 67.6 24.4 Provide sufficient water pressure 90.3 67.0 23.3Communicate w customers about scheduled repairs, service disruptions, other water-related issues 92.6 69.5 23.1 Provide convenient hours of operation 95.2 84.3 10.9 Provide reliable water service 98.0 91.1 6.9 Satisfaction With Difference Between Groups For Each Service % R e s p o n d e n t s S a t i s f i e d W i t h Ea c h S e r v i c e Va l u e True North Research, Inc. © 2023 15Otay Water District . . . . . . . . . . . . . . . . V ALUE The next section of the survey focused on the perceived value that residents place on water rela- tive to other services, their best estimate for the cost of water per gallon, and how they rate the value of their municipal water after learning the cost per gallon. VALUE RELATIVE TO OTHER SERVICES The first question in this series presented respondents with several services their household may receive and asked them to rate whether they feel the amount they pay is reasonable, too high, or too low given the quality of the service. Because the same response scale was used for each item, the results provide an insight into the perceived value of each service individually as well as how each service ranks relative to the oth- ers tested. To avoid a systematic position bias, the order in which the services were read to respondents was randomized for each respondent. Figure 7 presents each service tested, as well as the value assigned to each service by survey par- ticipants, sorted by reasonableness of the amount paid.2 Overall, trash collection received the highest percentage of respondents indicating that the amount paid for the service was either too low or reasonable (48%), followed by cell phone service (34%), sewer (33%), and water (32%). Comparatively, electricity (12%) and cable or satellite television (10%) received lower ratings. The percentage of residents who were unsure or did not have an opinion ranged from a low of 2% (water service) to a high of 12% (sewer service). With that said, even when responses of not sure and no answer are filtered out, the relative rank order of the services remained nearly the same (sewer and cell phone service switched positions, but with just 1% separating them). Given the purpose of this study, it is instructive to note that water service was ranked fourth among the six services for reasonableness of amount paid relative to the quality of the service received. Question 4 Next, I'd like to ask you to consider the value you receive from various services. Considering the quality of the _____ service your household receives, would you say the amount your household pays for the service is reasonable, too high, or too low? FIGURE 7 REASONABLENESS OF AMOUNT PAID FOR SERVICES 2. Services were ranked based on the percentage of respondents who indicated that the amount paid for the service was either too low or reasonable given the quality of the service. 47.1 33.6 32.0 31.2 11.6 9.1 18.4 20.2 17.0 24.2 13.1 11.8 9.3 1 1 1 1 1 22.4 18.4 17.4 16.2 16.8 15.7 51.4 56.3 22.0 20.3 21.3 13.3 3 2 4 11.3 11 0 102030405060708090100 Trash collection Cell phone Sewer Water Electricity Cable or satellite TV Q4 d Q4 a Q4 e Q4 f Q4 b Q4 c % Respondents Too low Reasonable A little too high Somewhat too high Much too high Not sure / NA Prefer not to answer Va l u e True North Research, Inc. © 2023 16Otay Water District . . . . . . . . . . . . . . . . From 2020 to 2023, there were statistically significant declines in residential customers’ percep- tion of the reasonableness of the amount paid for electricity (-13%), trash collection (-9%), and sewer services (-6%). Perceptions of water service, although slightly lower than 2020, was not statistically different. TABLE 3 REASONABLENESS OF AMOUNT PAID FOR SERVICES BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. COST PER GALLON Customers were next asked how much they thought the water that their household receives costs per gallon. As shown in Figure 8 below, two-thirds (67%) of respondents could not or would not provide an estimate. Just 2% of respondents correctly identi- fied the cost of their household’s water at one cent per gallon (down from 7% in 2020), whereas 31% provided an incorrect estimate. Among those who provided an incorrect estimate, a per-gal- lon cost of more than 20 cents was the most frequent response (11%). Question 5 If you had to guess, how much do you think it costs per gallon for the water your household receives? FIGURE 8 ESTIMATED COST OF WATER PER GALLON As displayed in figures 9-11 on the next page, the percentage of residential customers3 who cor- rectly estimated the cost of municipal water per gallon ranged from 0% to 4% across subgroups. 3. Responses of prefer not to answer were filtered out of this analysis. 2023 2020 Cell phone 34.2 33.2 +0.9 Cable or satellite TV 9.6 9.7 -0.1 Water 31.5 35.4 -3.9 Sewer 32.4 38.8 -6.4† Trash collection 47.9 56.6 -8.8†Electricity 12.3 25.4 -13.1† Study Year Change in Too low & Reasonable 2020 to 2023 4.7 2.2 6.0 6.4 3.4 10.8 58.2 8.3 0 102030405060 $0.00 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not to answer % Respondents Va l u e True North Research, Inc. © 2023 17Otay Water District . . . . . . . . . . . . . . . . FIGURE 9 ESTIMATED COST OF WATER PER GALLON BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 10 ESTIMATED COST OF WATER PER GALLON BY AGE & SERVICE ADDRESS CITY FIGURE 11 ESTIMATED COST OF WATER PER GALLON BY HSLD INCOME & ETHNICITY 0.0 2.1 3.7 2.3 0.8 2.0 2.6 0.0 1.4 0.0 2.8 0 5 10 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s W h o C o r r e c t l y Es t i m a t e d $ . 0 1 C o s t p e r G a l l o n 2.8 2.7 2.5 1.2 1.7 3.0 0.0 1.0 3.2 0.4 0 5 10 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s W h o C o r r e c t l y Es t i m a t e d $ . 0 1 C o s t p e r G a l l o n 0.0 2.1 1.7 2.1 2.2 1.1 0.0 4.1 2.6 0.9 0.0 1.6 0 5 10 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s W h o C o r r e c t l y Es t i m a t e d $ . 0 1 C o s t p e r G a l l o n Va l u e True North Research, Inc. © 2023 18Otay Water District . . . . . . . . . . . . . . . . VALUE FOR COST After informing customers that the average cost of the water that their household receives is one cent per gallon, respondents were asked whether they thought that water is an excellent value, a good value, a fair value, a poor value, or a very poor value. As pre- sented in Figure 12 below, the majority (54%) of residential customers rated the value of their water as excellent (26%) or good (28%) after learning that the cost averages one cent per gallon, 28% offered that the value is fair, and about 12% rated it as poor or very poor. The remaining 7% of customers surveyed were unsure or unwilling to offer an opinion. Responses to Question 6 remained statistically consistent from 2020 to 2023. Question 6 To clarify, for the average water user, the cost of water is 1 cent (one penny) per gallon. Knowing this, would you say that water is an excellent value, a good value, a fair value, a poor value, or a very poor value? FIGURE 12 VALUE OF WATER AFTER LEARNING COST BY STUDY YEAR For the interested reader, figures 13 through 15 on the next page display the value rating given to household water after learning the true cost among various customer segments. 29.4 29.8 24.6 8.02.35.3 4.5 25.6 28.4 27.6 8.1 3.5 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Very poor Poor Fair Good Excellent Va l u e True North Research, Inc. © 2023 19Otay Water District . . . . . . . . . . . . . . . . FIGURE 13 VALUE OF WATER AFTER LEARNING COST BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 14 VALUE OF WATER AFTER LEARNING COST BY AGE & SERVICE ADDRESS CITY FIGURE 15 VALUE OF WATER AFTER LEARNING COST BY HSLD INCOME & ETHNICITY 18.8 19.2 29.2 27.0 17.9 23.1 26.6 35.2 27.2 26.5 27.9 32.6 27.2 28.9 23.020.630.1Excellent 25.5 29.936.4 28.3Good 30.4 0 10 20 30 40 50 60 70 80 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s 25.6 23.8 29.2 17.0 34.1 10.3 31.7 26.8 29.7 53.6 28.0 29.0 Excellent 22.1 17.6 28.8 34.1 Good 35.0 23.3 22.3 27.6 0 10 20 30 40 50 60 70 80 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s 31.2 32.5 35.2 31.0 21.8 34.1 16.7 29.4 27.2 37.6 24.7 28.4 26.9 30.7 34.1 33.9 9.3 29.827.2Excellent 23.9 37.8 39.4 33.4 Good 19.2 0 10 20 30 40 50 60 70 80 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 20Otay Water District . . . . . . . . . . . . . . . . C USTOMER SERVICE The next section of the survey included questions to gauge whether residential customers had contacted the Otay Water District in the past six months, the reason for their most recent con- tact, if the reason that prompted contact was resolved to their satisfaction, and ratings for field representatives and service representatives. DISTRICT CONTACT Respondents were first asked if they had contacted the Otay Water District in the past six months, with the wording tailored based on whether or not each house- hold was flagged as having contact in the District’s customer database. Figure 16 provides the combined findings of these questions and shows that 17% of respondents indicated that they had contacted the District in the six months prior to the interview, which is statistically consis- tent with the percentage recorded in 2020. When compared with their respective counterparts, customers who set up their account in 2022, those who rent their residence or live with others, respondents 35 to 44 years of age, and customers with an annual household income under $25,000 were the most likely to report having contacted the District during this period (see fig- ures 17-19 on next page). Question 7 Our records show that your household contacted the Otay Water District in the past six months regarding your water service. Do you recall contacting the Otay Water District? Question 8 During the past six months, have you or anyone else in your household contacted the Otay Water District for any reason? FIGURE 16 CONTACTED DISTRICT IN PAST 6 MONTHS BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 19.7 77.5 2.7 16.5 78.7 4.8† 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Not sure No contact Yes, contact Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 21Otay Water District . . . . . . . . . . . . . . . . FIGURE 17 CONTACTED DISTRICT IN PAST 6 MONTHS BY ACCOUNT SETUP YEAR & HOME OWNERSHIP STATUS FIGURE 18 CONTACTED DISTRICT IN PAST 6 MONTHS BY AGE & SERVICE ADDRESS CITY FIGURE 19 CONTACTED DISTRICT IN PAST 6 MONTHS BY HSLD INCOME & ETHNICITY 21.7 16.9 9.8 14.8 30.1 48.7 21.7 27.7 22.2 0 10 20 30 40 50 60 70 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Account Setup Year Home Ownership Status (QD4) % R e s p o n d e n t s W h o C o n t a c t e d D i s t r i c t in P a s t 6 M o n t h s 9.5 16.0 19.1 12.5 17.3 17.0 21.324.2 29.3 21.9 0 10 20 30 40 50 60 70 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s W h o C o n t a c t e d D i s t r i c t in P a s t 6 M o n t h s 19.5 10.1 14.2 14.2 21.3 20.7 8.1 25.429.7 17.7 24.2 22.3 0 10 20 30 40 50 60 70 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s W h o C o n t a c t e d D i s t r i c t in P a s t 6 M o n t h s Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 22Otay Water District . . . . . . . . . . . . . . . . REASON FOR CONTACT Respondents who indicated that they, or someone in their household, had contacted the Otay Water District within the past six months were asked a series of follow-up questions about their contact. The first question in this series asked respondents to recall the main reason or issue that prompted their most recent contact with the District. Ques- tion 9 was asked in an open-ended manner to avoid respondents being prompted by or restricted to a particular list of options. True North later reviewed the verbatim responses and grouped them into the categories shown in Figure 20. Overall, respondents were most likely to have contacted the District with billing or payment questions (27%), followed by water-related service issues (19%), to make a payment (16%), and to request that their service be started or stopped (14%). The top four reasons for contact were the same in both the 2020 and 2023 stud- ies. Question 9 Thinking of your most recent contact, what was the main reason or issue that prompted you to contact the District? FIGURE 20 REASONS FOR CONTACTING DISTRICT SPECIFIC WATER-RELATED SERVICE ISSUE The small subgroup of customers who had contacted the District about a water-related service issue within the past six months (3% of all customers) was next asked to describe the specific problem they were having with their water service. Asked in an open-ended manner, Figure 21 on the next page shows that nearly half (49%) of this small customer segment had contacted the District about a water leak or broken pipe. Other specific water service issues that prompted contact (and were cited by at least 5% of respondents) included water pressure issues (17%), an unexpectedly high bill (14%), and poor water quality, odor, or taste (13%). 26.6 18.7 15.9 14.1 6.0 4.1 4.1 3.3 2.2 1.3 0.8 0.7 1.6 0.7 0 5 10 15 20 25 30 Questions about billing / payments Water-related service issue (leak, water pressure, quality) Make payment / Pay bill Request start / stop of service Report water waste / leaks / broken pipes on someone else’s property Find out how to reduce bill Other reason Request a payment extension or arrangement Learn about / Participate in rebate program Not sure Learn about / Participate in gardening / landscaping classes Service interrupted for non-payment Prefer not to answer Change name, address on account % Respondents Who Contacted Water District Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 23Otay Water District . . . . . . . . . . . . . . . . Question 10 Can you describe the specific problem you were having with your water service? FIGURE 21 PROBLEM WITH WATER SERVICE FIELD REPRESENTATIVES The small customer segment (3% of all customers) who had contacted the District about a water-related service issue within the past six months were also asked whether their problem involved the District sending a field representative to their prop- erty. As shown in Figure 22, 42% of this subgroup of customers had a field representative sent to their property, which is higher than the corresponding figure in 2020 (36%). The difference is not statistically significant, however, due to the small sample size of customers in this subgroup. Question 11 Did your problem involve the Water District sending a field representative to your property? FIGURE 22 FIELD REPRESENTATIVE SENT BY STUDY YEAR 48.6 16.8 14.1 13.4 4.9 2.3 1.5 0 1020304050 Water leak, broken pipe Water pressure Unexpectedly high bill Poor water quality, odor, taste Other (unique responses) Not sure Broken sprinkler % Respondents With Water Service Issue 35.8 61.5 0.0 42.4 48.6 6.5 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure No, problemdidn't involve rep Yes, problem involved rep Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 24Otay Water District . . . . . . . . . . . . . . . . The next question in this section asked respondents who had a field representative sent to their property for a water-related service problem to rate the field representative on three dimensions. As presented in Figure 23, more than six-in-ten respondents within this small customer segment (1% of all customers) indicated that the field representative accurately assessed the problem (75%), arrived in a timely manner (65%), and clearly explained the nature of the problem and how it could be fixed (62%). Question 12 Did the field representative: _____? FIGURE 23 FIELD REPRESENTATIVE SERVICE PERFORMANCE NUMBER OF CONTACTS NEEDED TO RESOLVE ISSUE Turning back to the larger segment of customers whose household had contacted the Otay Water District within the past six months (17% of all customers), Question 13 asked if they were able to resolve their issue with a single contact, or whether multiple calls/contacts were required. As shown in Figure 24 on the next page, close to six-in-ten customers who had contacted the District were able to resolve their issue with a single contact (59%). Twenty-two percent (22%) required multiple contacts (statistically higher than 2020), 17% indicated that the issue was not resolved, and 2% were unsure or unwilling to state. 65.4 61.6 0.0 26.3 0.0 6.9 12.2 74.5 22.4 0.0 27.7 3.0 0 10 20 30 40 50 60 70 80 90 100 Accurately assess the problem Arrive in a timely manner Clearly explain the nature of the problem, how it can be fixed Q12 Did the field representative… % R e s p o n d e n t s W i t h F i e l d R e p Co n t a c t i n P a s t 6 M o n t h s Prefer not to answer Not sure No Yes Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 25Otay Water District . . . . . . . . . . . . . . . . Question 13 Were you able to resolve the issue with a single contact, or were multiple calls/ contacts required to resolve the issue? FIGURE 24 NUMBER OF CONTACTS TO RESOLVE ISSUE BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. ISSUE RESOLVED TO SATISFACTION When asked if the reason for contacting the Otay Water District was ultimately resolved to their satisfaction, two-thirds (67%) of the customers who had contacted the District answered in the affirmative, 27% indicated that the issue was not resolved to their satisfaction, and 6% were unsure or unwilling to state. The percentage of cus- tomers in 2023 that indicated the issue was not resolved to their satisfaction was statistically higher than 2020 (see Figure 25). Question 14 Was the reason you contacted them ultimately resolved to your satisfaction? FIGURE 25 ISSUE RESOLVED TO SATISFACTION BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 69.0 12.7 13.9 4.1 59.0 21.9† 17.4 0.8 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Issue was notresolved Multiple contactsrequired Resolved withsingle contact 75.4 16.7 5.92.0 67.1 26.7† 4.02.2 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Dissatisfied Satisfied Cu s t o m e r S e r v i c e True North Research, Inc. © 2023 26Otay Water District . . . . . . . . . . . . . . . . SATISFACTION WITH SERVICE REPRESENTATIVES The final question in this series asked customers who had been in contact with the District to provide their level of satisfaction with the service representatives’ accessibility, courtesy, and knowledge/expertise. As displayed in Figure 26, respondents provided high ratings for all three dimensions tested, with more than three-quarters of this customer segment indicating they were very or somewhat satisfied with the courtesy of the service representative (81%), the knowledge and expertise of the service rep- resentative (76%), and their ability to reach a service representative (72%, which is statistically lower than in 2020 as shown in Table 4). Question 15 When contacting the Water District, were you satisfied or dissatisfied with _____, or do you not have an opinion? FIGURE 26 SATISFACTION WITH SERVICE REPRESENTATIVE TABLE 4 SATISFACTION WITH SERVICE REPRESENTATIVE BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. 55.6 48.0 20.8 24.0 11.76.2 5.9 11.6 14.0 10.4 62.4 18.2 2.2 3.5 5.6 0 10 20 30 40 50 60 70 80 90 100 The courtesy of the service representative The knowledge and expertise of the service representative Your ability to reach a service representative Q15 Satisfaction with . . . % R e s p o n d e n t s Notsure/Prefer not to answer Verydissatisfied Smwtdissatisfied Smwt satisfied Very satisfied 2023 2020 The knowledge and expertise of the service representative 76.4 74.7 +1.7 The courtesy of the service representative 80.5 84.0 -3.4Your ability to reach a service representative 72.0 82.7 -10.7† Study Year Change inVery + Smwt Satisfied 2020 to 2023 Wa t e r R e l i a b i l i t y S o l u t i o n s True North Research, Inc. © 2023 27Otay Water District . . . . . . . . . . . . . . . . W ATER RELIABILITY SOLUTIONS The next series of questions in the survey was designed to profile customer’s perceptions and opinions as they relate to the reliability of the water supply in the District’s service area. OPINION OF WATER SUPPLY The first question started by informing respondents that a reliable water supply is one that can be depended upon to consistently provide enough water to meet an area's needs. Respondents were then asked if they expect the reliability of water sup- plies in California, Southern California, San Diego County, and Otay Water District’s service area (in that order) to improve, stay about the same, or get worse over the next 10 years. As shown in Figure 27, perspectives regarding the reliability of water supplies over the next decade were similar for the two largest geographic areas and trended more positive (improving or staying the same) at the local levels. Overall, 6% to 8% of respondents felt that the reliability of the supplies in California, Southern California, and San Diego County would improve over the next 10 years, with the rating slightly higher for the Otay Water District’s service area at 9%. For California, Southern California, and San Diego County, respondents were more likely to indicate that the supplies would be getting worse (California: 52%, Southern California: 54%, San Diego County: 48%) over staying the same (California: 30%, Southern California: 29%, San Diego County: 35%), whereas opinions were evenly split for the District (40% each). The remainder of respondents were unsure or declined to state their opinion. While the ratio of improving or stay- ing the same was more favorable for San Diego County than Southern California or the State, the Otay Water District’s service area was the only geography to have a higher percentage indicate a positive or neutral outlook as compared to a negative one. Question 16 Next, I'm going to ask you a few questions about drinking water supplies. A reli- able water supply is one that can be depended upon to consistently provide enough water to meet an area's needs. Overall, do you expect that the reliability of water supplies in _____ will be improving, staying about the same, or getting worse over the next 10 years? FIGURE 27 OPINION OF RELIABILITY OF WATER SUPPLY 6.0 7.3 8.6 29.0 35.4 40.1 52.3 47.9 40.3 9.3 9.9 8.3 9.7 7.8 29.5 54.1 0 10 20 30 40 50 60 70 80 90 100 California Southern California San Diego County Otay Water District's Service Area Q16 Reliability of water supply in . . . % R e s p o n d e n t s Prefer not to answer Not sure Gettingworse Staying about same Improving Wa t e r R e l i a b i l i t y S o l u t i o n s True North Research, Inc. © 2023 28Otay Water District . . . . . . . . . . . . . . . . Respondents were much more likely to feel that the reliability of water supplies would be getting worse over the next 10 years when asked in 2023 as compared to 2020 (see Table 5). TABLE 5 OPINION OF RELIABILITY OF WATER SUPPLY BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. SOLUTIONS TO INCREASE RELIABILITY The next question in this section was designed to provide the Otay Water District with a reliable measure of how residential customers, as a whole, support a variety of projects to which resources could be allocated in the future. The format of the question was straightforward: after informing respondents that there are several different ways to expand sources of drinking water and increase the reliability of water supply, respondents were asked whether they would support or oppose the District taking action on each project shown in Figure 28. The projects are sorted in the figure from high to low based on the proportion of respondents who indicated that they at least somewhat support the District taking action on the project. Among the reliability solutions tested, capturing, storing, and treating rainwater and stormwater runoff to produce clean drinking water was rated the highest (87% strongly or somewhat sup- port), followed closely by desalinating and purifying seawater to make clean drinking water (86%). In contrast, respondents were much less likely to support recycling sewer water and puri- fying it to clean drinking water standards using advanced water treatment technologies (49%). Question 17 There are a several different ways to expand our sources of drinking water and increase the reliability of our water supply. FIGURE 28 SUPPORT FOR WATER RELIABILITY SOLUTIONS 2023 2020 Otay Water District's Service Area 40.3 30.4 +9.9† San Diego County 47.9 37.8 +10.1†California 52.3 41.1 +11.1† Southern California 54.1 41.4 +12.7† Study Year Change in % Getting Worse 2020 to 2023 49.3 21.2 36.9 27.3 18.5 2.7 24.8 4.5 5.3 7.4 57.6 29.8 4.73.93.3 0 10 20 30 40 50 60 70 80 90 100 Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Desalinate and purify seawater to make clean drinking water Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech Q17 Support District taking action to . . . % R e s p o n d e n t s Prefer not to answer Not sure Strongly oppose Somewhatoppose Somewhatsupport Strongly support Wa t e r R e l i a b i l i t y S o l u t i o n s True North Research, Inc. © 2023 29Otay Water District . . . . . . . . . . . . . . . . Responses to this question series were comparable from 2020 to 2023, with no statistically sig- nificant changes (see Table 6). TABLE 6 SUPPORT FOR WATER RELIABILITY SOLUTIONS BY STUDY YEAR For the interested reader, tables 7 and 8 provide the percentage of surveyed customers who strongly supported each project by their service address city, opinion of the reliability of water supplies in the District over the next 10 years, account setup year, and whether they had taken action to reduce water usage in the past 12 months. TABLE 7 STRONG SUPPORT FOR WATER RELIABILITY SOLUTIONS BY SERVICE ADDRESS CITY & DISTRICT’S WATER RELIABILITY OVER NEXT 10 YEARS TABLE 8 STRONG SUPPORT FOR WATER RELIABILITY SOLUTIONS BY ACCOUNT SETUP YEAR & TAKEN ACTIONS TO REDUCE WATER USAGE 2023 2020 Capture, store and treat rainwater and stormwater runoff to produce clean drinking water 87.4 85.3 +2.1 Desalinate and purify seawater to make clean drinking water 86.2 84.4 +1.8 Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech 48.5 47.3 +1.2 Study Year Change in Strong + Smwt Support 2020 to 2023 Chula Vista El Cajon Jamul Spring Valley Other Improving Staying about the same Getting worse Capture, store and treat rainwater and stormwaterrunoff to produce clean drinking water 55.8 64.8 54.7 57.4 73.8 77.3 55.0 58.7 Desalinate and purify seawater to make clean drinking water 48.2 60.1 52.4 45.0 53.6 64.3 45.5 55.0 Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech 18.5 24.3 24.1 28.2 22.6 36.5 20.7 21.1 District's Water Reliability Over Next 10 Years (Q16d)Service Address City 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Yes No Capture, store and treat rainwater and stormwater runoff to produce clean drinking water 48.4 64.6 65.1 54.6 64.0 59.3 55.2 59.3 57.1 Desalinate and purify seawater to make clean drinking water 36.8 49.4 60.8 57.7 60.1 43.7 48.3 50.4 49.8 Recycle sewer water, purify it to clean drinking water standards using adv water treatment tech 12.5 22.4 26.5 25.2 15.8 22.5 20.5 21.9 21.2 Account Setup Year Taken Actions to Reduce Water Usage (Q19) Co n s e r v a t i o n True North Research, Inc. © 2023 30Otay Water District . . . . . . . . . . . . . . . . C ONSERVATION Having measured satisfaction with water services, perceptions regarding the value of water ser- vice, customer service ratings, and attitudes about water reliability, the survey transitioned to the topic of water conservation—including anticipated water use and the actions customers may have taken to reduce usage. EXPECTED HOME WATER USE The first question in this series asked respondents to take into account their home water use (both indoors and outdoors) and forecast whether they expect to use more water, less water, or about the same amount of water in 2023 as they did in 2022. Seven-in-ten respondents (72%) anticipated their water use to remain about the same this year when compared with last year, 20% anticipated using less water in 2023, 6% felt they will use more water this year, and 2% were unsure or unwilling to state. Responses to this question series were virtually unchanged from 2020 to 2023 (see Figure 29). Question 18 Thinking about your home water use - both indoors and outdoors - do you think that you will use more water this year, less water this year, or about the same amount of water this year as you did in 2022? FIGURE 29 FUTURE WATER USAGE BY STUDY YEAR Figures 30 through 32 on the next page examine the percentage of respondents who expect to use more water in 2023 as compared with 2020. A higher than average percentage of customers who initially set up their account in 2020-2022 or 2016-2017, had contacted the District within the past six months, earn a household income of $25,000 to less than $40,000, and respon- dents who identify their ethnicity as mixed/other expected to use more water this year. 5.2 71.2 20.4 2.6 5.7 72.1 20.3 1.6 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Use less About same Use more Co n s e r v a t i o n True North Research, Inc. © 2023 31Otay Water District . . . . . . . . . . . . . . . . FIGURE 30 FUTURE WATER USAGE BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 31 FUTURE WATER USAGE BY AGE, SERVICE ADDRESS CITY & TAKEN ACTIONS TO REDUCE WATER USAGE FIGURE 32 FUTURE WATER USAGE BY HSLD INCOME & ETHNICITY 1.8 2.4 5.9 5.3 6.5 9.1 4.9 11.0 1.0 11.212.2 0 5 10 15 20 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s W h o E x p e c t t o U s e M o r e W a t e r 5.5 6.1 4.2 3.4 6.4 0.0 6.6 3.3 7.4 8.1 5.0 5.3 0 5 10 15 20 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Yes No Age (QD2) Service Address City Taken Actions to Reduce Water Usage (Q19) % R e s p o n d e n t s W h o E x p e c t t o U s e M o r e W a t e r 7.7 4.4 3.4 3.8 7.9 1.1 4.4 12.9 3.62.6 14.9 6.9 0 5 10 15 20 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s W h o E x p e c t t o U s e M o r e W a t e r Co n s e r v a t i o n True North Research, Inc. © 2023 32Otay Water District . . . . . . . . . . . . . . . . TAKEN ACTIONS TO REDUCE WATER USAGE The next question in this series asked residential customers whether—in the past 12 months—they have taken any actions to reduce their household’s use of water. As shown in Figure 33, 75% of respondents offered that they had taken one or more actions to reduce water usage during this period, whereas 18% confided they had not attempted to use less water and 7% were unsure or unwilling to answer the question. There were no statistically significant changes from 2020 to 2023. Question 19 In the past 12 months, have you taken any actions to reduce your household's use of water? FIGURE 33 TAKEN ACTION TO REDUCE WATER USAGE BY STUDY YEAR Figures 34-36 on the next page show that customers who set up their account in 2020-2021, those under 35 years of age, and respondents with a household income less than $25,000 per year were the least likely to have taken actions to reduce water usage. At least 65% of residential customers in each of the other subgroups indicated that they had taken at least one action in the past 12 months to reduce water usage. 77.3 18.2 3.51.0 75.4 18.1 5.61.0 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure Have not takenaction to reduce usage Yes, taken actionto reduce usage Co n s e r v a t i o n True North Research, Inc. © 2023 33Otay Water District . . . . . . . . . . . . . . . . FIGURE 34 TAKEN ACTION TO REDUCE WATER USAGE BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 35 TAKEN ACTION TO REDUCE WATER USAGE BY AGE & SERVICE ADDRESS CITY FIGURE 36 TAKEN ACTION TO REDUCE WATER USAGE BY HSLD INCOME & ETHNICITY 89.1 75.7 77.4 76.7 64.5 79.3 75.373.1 59.7 71.2 72.1 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s T h a t H a v e T a k e n A c t i o n to R e d u c e W a t e r U s a g e 80.9 76.9 75.5 84.1 67.3 78.9 70.466.4 81.4 41.1 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s T h a t H a v e T a k e n A c t i o n to R e d u c e W a t e r U s a g e 68.3 77.3 67.1 71.7 80.2 92.6 69.6 77.9 57.4 87.4 78.2 70.4 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s T h a t H a v e T a k e n A c t i o n to R e d u c e W a t e r U s a g e Co n s e r v a t i o n True North Research, Inc. © 2023 34Otay Water District . . . . . . . . . . . . . . . . ACTIONS TAKEN TO REDUCE WATER USAGE Respondents who indicated in Ques- tion 19 that they had taken actions to reduce their household’s water usage were asked to detail the specific actions taken. Question 20 was asked in an open-ended manner, allowing respon- dents to mention any action that came to mind without being prompted by or restricted to a par- ticular list of options. True North reviewed the verbatim responses and grouped them into the categories shown in Figure 37, broken out by indoor and outdoor actions taken. Among respondents who had taken one or more actions to reduce water usage in their house- hold during the past 12 months, at least six-in-ten turned off the faucet while brushing their teeth (70%), only ran the dishwasher or washing machine when full (67%), used less water while showering, washing their hands, or doing the dishes (63%), and did not hose down their drive- way or walkways (61%). Question 20 What specific actions have you taken to reduce your household's use of water? If says, "reduced water usage", probe: How specifically did you do that? FIGURE 37 ACTIONS TAKEN TO REDUCE WATER USAGE 69.5 67.4 63.4 53.9 50.7 42.5 2.0 61.3 59.3 49.2 45.7 23.2 2.7 1.6 54.1 45.1 0 10203040506070 Turn off faucet while brushing teeth Only run dishwasher/laundry when full Use less water when taking shower, hand washing dishes, etc. Used water-efficient faucet and shower heads Fixed leaks Purchased water-efficient appliances (clothes washer, dishwasher, etc.) Use a grey-water system Didn’t hose down driveway/walkways Watered plants/lawn between 6PM & 10AM Washed car less often/Used water-efficient methods to wash car Watered plants less/use drip system Installed drought tolerant landscapes/plants Adjusted sprinklers so they don’t run on driveway, sidewalks, waste water Installed artificial grass/turf Collect, reuse water / Installed rain barrel Removed grass / lawn In d o o r Ou t d o o r % Respondents That Have Taken Action to Reduce Water Usage Co n s e r v a t i o n True North Research, Inc. © 2023 35Otay Water District . . . . . . . . . . . . . . . . Although not shown graphically, a statistically higher percentage of customers in 2023 indicated taking action by not hosing down their driveway or walkways (+10% vs. 2020), only running the dishwasher or washing machine when full (+8%), installing drought tolerant landscaping/plants (+8%), watering plants/lawn at the recommended time (+7%), turning off the faucet while brush- ing teeth (+6%), and washing cars less often or using water efficient methods to wash cars (+5%). Respondents were also asked whether they had made any major changes to their property over the past five years to reduce their use of water. Sixty-four percent (64%) of residential customers answered Question 21 in the affirmative, whereas 28% of respondents had not made any major changes to their property for the purpose of water conservation and 8% were unsure or unwilling to state. The results for this question were consistent with those recorded in 2020 (Figure 38). Question 21 Over the past five years, have you made any major changes to your property to reduce your use of water - such as replacing grass with drought-tolerant landscaping, or install- ing water-efficient appliances? FIGURE 38 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST YEARS BY STUDY YEAR Figures 39 through 41 on the next page show that customers who set up their account before 2016, home owners, residents at least 35 years of age, customers living in a service area other than Spring Valley, those with a household income under $40,000 or between $100,000 and $150,000, and those with an ethnicity other than African-American were the most likely to have made major property changes to reduce water usage. 64.2 30.8 3.21.9 63.9 27.7 5.03.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not to answer Not sure No major changes onproperty to reduce water usage Yes, made major changes to reduce waterusage Co n s e r v a t i o n True North Research, Inc. © 2023 36Otay Water District . . . . . . . . . . . . . . . . FIGURE 39 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST YEARS BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS FIGURE 40 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST YEARS BY AGE & SERVICE ADDRESS CITY FIGURE 41 MAJOR CHANGES ON PROPERTY TO REDUCE WATER USAGE IN PAST YEARS BY HSLD INCOME & ETHNICITY 72.7 63.6 69.6 66.8 42.9 60.6 65.7 38.2 55.8 47.9 57.9 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s T h a t M a d e C h a n g e s on P r o p e r t y t o R e d u c e W a t e r U s a g e 69.1 65.0 72.5 72.4 51.8 71.6 59.764.561.6 45.1 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s T h a t M a d e C h a n g e s on P r o p e r t y t o R e d u c e W a t e r U s a g e 52.8 72.3 60.1 66.3 64.2 44.5 57.8 68.970.9 69.5 55.3 62.5 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s T h a t M a d e C h a n g e s on P r o p e r t y t o R e d u c e W a t e r U s a g e Co n s e r v a t i o n True North Research, Inc. © 2023 37Otay Water District . . . . . . . . . . . . . . . . As a follow-up, respondents who indicated that they had made major changes to their property to reduce water usage were asked in an open-ended manner to detail the types of changes they made within the past five years. The majority (55%) of this subgroup of customers indicated that they had made landscaping changes, such as installing drought tolerant landscapes, artificial grass, or concrete. Other changes cited by at least 10% of households that had made major changes to their property to reduce water usage include purchasing water-efficient appliances (19%), installing a drip irrigation system (14%), reducing the amount of grass and plants (11%), and reducing water use in general or letting grass die (10%). Question 22 Can you describe the major changes you made to your property to reduce water usage? FIGURE 42 CHANGES ON PROPERTY TO REDUCE WATER USAGE 54.6 19.1 14.1 11.0 9.9 5.8 4.5 4.4 2.5 2.1 2.0 1.6 1.0 0.8 0.8 1.7 2.4 0 102030405060 Installed drought tolerant landscapes, fake grass, concrete Purchased water-efficient appliances Installed drip system Reduced grass, plants Reduced water usage in general / Let grass die Used water-efficient faucet and shower heads, toilets Adjusted, changed irrigation system settings Installed new sprinklers Use less water when taking shower, hand washing dishes Used rain barrels Planted drought tolerant plants Washed car less often / Used water-efficient methods Changed pool usage, equipment Not sure, cannot think of anything specific Watered plants early morning or late afternoon Collected, reused water (rain/shower) Installed tankless water heater % Respondents Who Have Made Major Changes to Reduce Water Usage Co m m u n i c a t i o n True North Research, Inc. © 2023 38Otay Water District . . . . . . . . . . . . . . . . C OMMUNICATION This final substantive section of the report presents the results of questions that were designed to measure respondents’ satisfaction with the Otay Water District’s efforts to communicate with customers, profile respondents’ exposure to the Pipeline Newsletter, as well as identify the most effective ways for the District to communicate with residential customers. OVERALL SATISFACTION Question 23 asked respondents to report their overall satisfac- tion with the District’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail, and/or other means. Overall, 83% of respondents indicated that they were satisfied with the District’s efforts in this regard, with 35% indicating that they were very satisfied and 48% somewhat satisfied (Figure 43). The remaining respondents were either dissatisfied with the District's communication efforts (8%) or unsure or unwilling to pro- vide an opinion (10%). Although the intensity of satisfaction shifted from 2020 to 2023 (i.e., sta- tistically significant decrease in very satisfied and a corresponding increase in somewhat satisfied), the overall percentage of customers satisfied with the District's communication efforts remained unchanged at 83%. Question 23 In general, are you satisfied or dissatisfied with the Otay Water District's efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail and/or other means? FIGURE 43 SATISFACTION WITH COMMUNICATION BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. The next three figures display how satisfaction with the District’s efforts to communicate with customers varied across a series of key subgroups. Satisfaction with the District’s communica- tion efforts was widespread, with at least 70% of respondents in nearly every subgroup reporting they were either very or somewhat satisfied. As might be expected, respondents dissatisfied with the District’s overall performance also tended to be less satisfied with the District’s communica- tion efforts when compared with those who were generally satisfied with the Otay Water District (64% vs. 86%). Customers under 35 years of age also reported much lower than average satisfac- tion with the District’s communication efforts (59%). 41.7 41.2 5.22.1 9.4 34.5† 48.2† 5.52.08.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Very dissatisfied Somewhatdissatisfied Somewhat satisfied Very satisfied Co m m u n i c a t i o n True North Research, Inc. © 2023 39Otay Water District . . . . . . . . . . . . . . . . FIGURE 44 SATISFACTION WITH COMMUNICATION BY ACCOUNT SETUP YEAR & HOME OWNERSHIP STATUS FIGURE 45 SATISFACTION WITH COMMUNICATION BY AGE & SERVICE ADDRESS CITY FIGURE 46 SATISFACTION WITH COMMUNICATION BY ETHNICITY, GENDER & OVERALL SATISFACTION 27.5 23.9 39.4 36.3 27.0 53.1 51.9 46.4 47.3 52.2 44.0 25.333.8 Very satisfied 36.3 39.9 62.044.5 Smwt satisfied 42.1 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Account Setup Year Home Ownership Status (QD4) % R e s p o n d e n t s 44.2 31.6 38.5 37.0 41.9 33.4 42.7 51.6 46.4 58.4 36.7 36.3 Very satisfied 24.5 29.4 29.4 36.4 Smwt satisfied 34.1 54.1 45.9 51.1 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s 26.3 37.7 33.4 39.5 7.9 51.1 47.2 47.6 47.0 55.7 24.1 47.0 35.5 Very satisfied 40.8 55.5 51.3 45.2 Smwt satisfied 45.2 0 10 20 30 40 50 60 70 80 90 100 Caucasian / White Latino / Hispanic Af-American / Black Asian American Mixed / Other Male Female Satisfied Dissatisfied Ethnicity (QD7) Gender (QD1) Overall Satisfaction (Q1) % R e s p o n d e n t s Co m m u n i c a t i o n True North Research, Inc. © 2023 40Otay Water District . . . . . . . . . . . . . . . . PIPELINE NEWSLETTER Respondents were next asked if they recalled receiving the Pipe- line Newsletter, which is mailed or emailed to households on a quarterly basis. As shown in Fig- ure 47, 49% of customers recalled receiving the Pipeline Newsletter, 30% did not recall receiving it, and 21% were unsure. There were no statistically significant changes from 2020 to 2023. Question 24 Do you recall receiving the Pipeline Customer Newsletter, which is mailed to your home or emailed quarterly? FIGURE 47 RECALL RECEIVING PIPELINE CUSTOMER NEWSLETTER BY STUDY YEAR Figures 48 through 50 show how the percentage of respondents that recalled receiving the Pipe- line Newsletter varied by subgroups. Customers who set up their account from 2018 to 2021, those who rent their residence or live with others, customers in the 45 to 54 year age group, those in a service area other than El Cajon or Jamul, respondents with a household income under $40,000 per year, and African-American, Asian-American, and Latino/Hispanic customers were the least likely to recall receiving the Pipeline Newsletter. FIGURE 48 RECALL RECEIVING PIPELINE CUSTOMER NEWSLETTER BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS 48.9 32.7 18.1 48.6 30.4 19.7 0.31.3 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Study Year % R e s p o n d e n t s Prefer not toanswer Not sure Did not receive Pipeline Newsletter ReceivedPipeline Newsletter 52.6 41.3 56.8 52.2 23.4 47.3 49.945.8 33.034.338.7 0 10 20 30 40 50 60 70 80 90 100 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s T h a t R e c a l l Re c e i v i n g Pi p e l i n e N e w s l e t t e r Co m m u n i c a t i o n True North Research, Inc. © 2023 41Otay Water District . . . . . . . . . . . . . . . . FIGURE 49 RECALL RECEIVING PIPELINE CUSTOMER NEWSLETTER BY AGE & SERVICE ADDRESS CITY FIGURE 50 RECALL RECEIVING PIPELINE CUSTOMER NEWSLETTER BY HSLD INCOME & ETHNICITY PIPELINE NEWSLETTER READERSHIP As a follow-up, respondents who indicated that they recalled receiving the Pipeline Newsletter were asked how often they read the newsletter when it arrives. Figure 51 on the next page presents the results of Question 25 in the context of all respondents. Among all respondents, 22% indicated they always read the Pipeline Newsletter when it arrives, 21% said sometimes, 5% rarely, and 1% confided that they recalled receiving the newsletter but never read it. The majority (51%) of respondents did not recall receiving the news- letter or were unsure whether they had received it. Responses remained statistically consistent from 2020 to 2023. Figures 52-54 show that Pipeline readership varied substantially across subgroups. Of note is how overall readership generally increases as household income increases (see Figure 54 on next page). 51.2 45.9 62.0 56.6 48.9 43.546.1 50.3 37.5 53.1 0 10 20 30 40 50 60 70 80 90 100 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s T h a t R e c a l l Re c e i v i n g Pi p e l i n e N e w s l e t t e r 51.5 58.2 48.7 55.8 39.4 29.0 38.3 61.5 41.140.3 32.1 14.6 0 10 20 30 40 50 60 70 80 90 100 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s T h a t R e c a l l Re c e i v i n g Pi p e l i n e N e w s l e t t e r Co m m u n i c a t i o n True North Research, Inc. © 2023 42Otay Water District . . . . . . . . . . . . . . . . Question 25 How often would you say that you read the Pipeline Customer Newsletter when it arrives? Would you say that you always read it, sometimes read it, rarely read it, or never read it? FIGURE 51 FREQUENCY OF READING PIPELINE CUSTOMER NEWSLETTER BY STUDY YEAR FIGURE 52 FREQUENCY OF READING PIPELINE CUSTOMER NEWSLETTER BY ACCOUNT SETUP YEAR, HOME OWNERSHIP STATUS & CONTACTED DISTRICT IN PAST 6 MONTHS 22.1 20.4 5.3 51.4 51.1 21.8 21.0 4.8 0 10 20 30 40 50 60 70 80 90 100 2023 2020 Survey Year % R e s p o n d e n t s Did not recall receiving newsletteror unsure (Q24) Prefer not to answer Never Rarely Sometimes Always 21.6 11.7 30.4 24.1 6.3 20.6 22.6 18.4 20.4 18.8 24.3 24.2 21.6 22.0 13.9 19.1 21.51.1 2.6 5.9 14.3 4.4 5.1 4.0 5.3 1.0 5.1 12.616.78.815.7 10.4 4.8 0 10 20 30 40 50 60 70 80 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 Own Rent / Live w/others Yes No Account Setup Year Home Ownership Status (QD4) Contacted District in Past 6 Months (Q7,8) % R e s p o n d e n t s Rarely Sometimes Always Co m m u n i c a t i o n True North Research, Inc. © 2023 43Otay Water District . . . . . . . . . . . . . . . . FIGURE 53 FREQUENCY OF READING PIPELINE CUSTOMER NEWSLETTER BY AGE & SERVICE ADDRESS CITY FIGURE 54 FREQUENCY OF READING PIPELINE CUSTOMER NEWSLETTER BY HSLD INCOME & ETHNICITY COMMUNICATION PREFERENCES The next question in this series presented respon- dents with each of the methods shown to the left of Figure 55 on the next page and simply asked, for each, whether it would be an effective way for the Otay Water District to communicate with them. Overall, respondents indicated that email was the most effective method (86% very or somewhat effective), followed by newsletters mailed to the home (79%) and emailed/electronic newsletters (78%). At the other end of the spectrum, automated voice calls via telephone (37%) and social media (38%) were perceived to be the least effective ways for the District to communi- cate with residential customers. From 2020 to 2023 (Table 9 on next page), there were statistically significant increases in the perceived effectiveness of text messages (+8%), newsletters mailed to the home (+8%), the Dis- 27.6 21.8 25.7 20.0 19.8 21.1 15.3 23.5 27.7 19.0 19.5 31.5 28.3 19.1 18.3 9.6 3.2 4.1 8.6 3.7 4.1 3.3 8.3 8.2 19.1 21.3 11.9 16.8 21.0 2.6 0 10 20 30 40 50 60 70 80 Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other Age (QD2) Service Address City % R e s p o n d e n t s Rarely Sometimes Always 25.1 25.1 15.5 27.2 21.4 21.6 11.1 19.95.4 9.2 22.6 21.6 23.9 24.5 23.6 12.1 1.8 17.4 33.1 3.8 2.0 5.1 4.4 4.0 6.6 8.0 3.8 4.3 9.8 8.5 11.612.720.9 5.5 22.6 5.7 0 10 20 30 40 50 60 70 80 Less than $25K $25K to < $40K $40K to < $60K $60K to < $80K $80K to < $100K $100K to < $150K $150K or more Caucasian / White Latino / Hispanic Af- American / Black Asian American Mixed / Other Hsld Income (QD8) Ethnicity (QD7) % R e s p o n d e n t s Rarely Sometimes Always Co m m u n i c a t i o n True North Research, Inc. © 2023 44Otay Water District . . . . . . . . . . . . . . . . trict’s website (+5%), and email (+5%) as ways for the District to communicate with residents and a decline for sponsoring and attending community events as an effective method (-6%). Question 26 As I read the following ways that the Otay Water District can communicate with residents, I'd like to know if you think they would be a very effective, somewhat effective, or not at all effective way for the District to communicate with you. FIGURE 55 EFFECTIVENESS OF OTAY WATER DISTRICT COMMUNICATION EFFORTS TABLE 9 EFFECTIVENESS OF OTAY WATER DISTRICT COMMUNICATION EFFORTS BY STUDY YEAR † Statistically significant change (p < 0.05) between the 2020 and 2023 studies. For the interested reader, Table 10 on the next page displays the percentage of respondents who perceived each proposed communication method as very effective by their satisfaction with the District’s communication efforts and age, with the three most effective methods within each sub- group highlighted in green to ease comparisons. 40.8 29.1 32.0 20.4 24.5 26.3 32.0 24.0 12.1 10.3 11.7 45.3 50.2 45.5 49.1 43.4 40.4 33.0 37.3 41.2 28.0 25.5 0 102030405060708090100 Email Newsletters mailed to your house Newsletters emailed to you/Electronic Newsletters Otay Water District website Postcards mailed to your house Text messages Information inserted into your water bill envelope Notices hung on your front door handle Sponsoring and attending community events Social Media like Twitter, Facebook and Instagram Automated voice calls via telephone Q2 6 a Q2 6 e Q2 6 b Q2 6 d Q2 6 g Q2 6 j Q2 6 f Q2 6 h Q2 6 i Q2 6 c Q2 6 k % Respondents Very effective Somewhat effective 2023 2020 Text messages 66.7 58.6 +8.1† Newsletters mailed to your house 79.3 71.8 +7.5†Otay Water District website 69.4 64.0 +5.4† Email 86.1 81.0 +5.1† Newsletters emailed to you/Electronic Newsletters 77.5 73.5 +3.9 Notices hung on your front door handle 61.3 57.7 +3.6 Automated voice calls via telephone 37.2 36.9 +0.3 Postcards mailed to your house 67.9 68.7 -0.8 Information inserted into your water bill envelope 65.1 66.9 -1.9 Social Media like Twitter, Facebook and Instagram 38.3 40.5 -2.2 Sponsoring and attending community events 53.3 59.5 -6.2† Study Year Change in Very + Smwt Effective 2020 to 2023 Co m m u n i c a t i o n True North Research, Inc. © 2023 45Otay Water District . . . . . . . . . . . . . . . . TABLE 10 EFFECTIVENESS OF OTAY WATER DISTRICT COMMUNICATION EFFORTS BY SATISFACTION WITH COMMUNICATION & AGE (SHOWING % VERY EFFECTIVE) The final substantive question of the survey asked respondents, in an open-ended format, whether there were any methods of communication not previously mentioned that they feel would be a very effective way for the Otay Water District to communicate with them. The vast majority (83%) of residential customers did not have anything to add, and no single suggestion was cited by more than one and a half percent of respondents. Satisfied Dissatisfied Under 35 35 to 44 45 to 54 55 to 64 65 or older Email 42.0 45.8 37.2 50.0 43.0 44.0 40.1 Information inserted into your water bill envelope 36.4 14.5 22.8 35.9 28.5 27.6 36.5Newsletters emailed to you/Electronic Newsletters 32.8 36.7 28.7 32.5 38.7 31.6 36.5 Newsletters mailed to your house 32.8 15.4 26.5 26.6 28.0 23.3 34.0 Text messages 27.7 27.4 18.7 27.7 42.1 40.9 16.8 Postcards mailed to your house 26.7 18.2 22.0 22.5 36.4 26.6 22.5 Notices hung on your front door handle 25.2 27.5 21.4 18.8 45.7 30.3 19.7 Otay Water District website 22.2 21.5 12.6 22.5 20.0 28.2 18.8 Sponsoring and attending community events 12.9 11.2 15.8 10.5 17.7 12.4 10.5 Automated voice calls via telephone 12.8 10.6 3.6 11.1 15.0 18.9 9.9 Social Media like Twitter, Facebook and Instagram 10.9 11.0 8.5 9.0 12.7 15.5 8.3 Satisfaction With Communication (Q23)Age (QD2) Ba c k g r o u n d & D e m o g r a p h i c s True North Research, Inc. © 2023 46Otay Water District . . . . . . . . . . . . . . . . B ACKGROUND & DEMOGRAPHICS TABLE 11 DEMOGRAPHICS OF SAMPLE BY STUDY YEAR Table 11 presents the key demographic informa- tion collected during the survey in 2023, along with comparison data from 2020. The primary motiva- tion for collecting the background and demo- graphic information was to provide a better insight into how the results of the substantive questions of the survey vary by demographic characteristics. 2023 2020 Total Respondents 651 800 Gender (QD1) Male 48.5 52.4 Female 47.9 45.0 Non-binary 0.0 N/A Prefer not to answer 3.6 2.6 Age (QD2) Under 35 5.3 5.8 35 to 44 9.5 10.3 45 to 54 11.6 15.0 55 to 64 20.2 19.2 65 or older 39.9 33.4 Prefer not to answer 13.6 16.4 Hsld Members (QD3) 19.88.5 2 34.4 29.3 3 17.3 18.5 4 15.2 14.7 5 or more 13.0 15.9 Prefer not to answer 10.3 13.1 Home Ownership Status (QD4) Own 86.2 85.9 Rent/Live w/others 11.5 12.1 Prefer not to answer 2.2 2.0 Home Type (QD6) Single family 91.1 89.3 Condo/Other 5.8 5.5 Prefer not to answer 3.1 5.3 Ethnicity (QD7) Caucasian/White 46.0 42.9 Latino/Hispanic 19.4 22.5 Af-American/Black 3.9 4.4 Asian American 10.2 11.3 Mixed/Other 7.4 6.9 Prefer not to answer 13.0 12.0 Hsld Income (QD8) Less than $25K 2.9 4.6 $25K to < $40K 4.2 4.9 $40K to < $60K 5.5 6.6 $60K to < $80K 8.8 9.8 $80K to < $100K 11.5 9.5 $100K to < $150K 14.9 17.9 $150K or more 18.9 17.4 Note sure/Prefer not to answer 33.3 29.2 Service Address City Chula Vista 64.3 63.7 El Cajon 11.4 11.0 Jamul 3.5 3.3 Spring Valley 17.7 17.5 Other 3.0 4.5 Study Year Me t h o d o l o g y True North Research, Inc. © 2023 47Otay Water District . . . . . . . . . . . . . . . . M ETHODOLOGY The following sections outline the methodology used in the study, as well as the motivation for using certain techniques. QUESTIONNAIRE DEVELOPMENT Dr. McLarney of True North Research worked closely with the Otay Water District to develop a questionnaire that covered the topics of interest and avoided many possible sources of systematic measurement error, including position-order effects, wording effects, response-category effects, scaling effects, and priming. Several ques- tions included multiple individual items. Because asking items in a set order can lead to a sys- tematic position bias in responses, items were asked in random order for each respondent. Some questions asked in this study were presented only to a subset of respondents. For exam- ple, only respondents who indicated they recalled contacting the Otay Water District in the six months prior to the survey (Questions 7 & 8) were asked follow-up questions about their reason for contacting the District and their experiences (Questions 9-15). The questionnaire included with this report (see Questionnaire & Toplines on page 50) identifies the skip patterns used dur- ing the interview to ensure that each respondent received the appropriate questions. PROGRAMMING, PRE-TEST & TRANSLATION Prior to fielding the survey, the ques- tionnaire was CATI (Computer Assisted Telephone Interviewing) programmed to assist interview- ers when conducting the telephone interviews. The CATI program automatically navigates the skip patterns, randomizes the appropriate question items, and alerts interviewers to certain types of keypunching mistakes should they happen during the interview. The survey was also programmed into a passcode-protected online survey application to allow online participation for sampled residents. The integrity of the questionnaire was pre-tested internally by True North and by dialing into random homes in the Otay Water District’s service area prior to formally beginning the survey. The final questionnaire was also professionally translated into Spanish to allow for data collection in English and Spanish. SAMPLE, WEIGHTING, RECRUITING & DATA COLLECTION Using a comprehen- sive database of residential customers provided by the Otay Water District, True North developed a stratified random sample of customers for the purposes of the survey. To accommodate the District’s interest in evaluating its customer service and call center performance, we purposely oversampled customers who had contacted the District about one or more issues during the six months prior to the survey. The data were weighted prior to analysis to adjust for the oversam- ple so that the figures presented in this report are representative of residential customers over- all. Customers were recruited to participate in the survey through multiple recruiting methods (email, text, and telephone). A random selection of customers was initially invited to participate in the survey online at a secure, passcode-protected website designed and hosted by True North. Each customer was assigned a unique passcode to ensure that only residential customers in the Otay Water District’s service area who received an email and/or text invitation could access the online survey site, and that the survey could be completed only one time per passcode. Email reminder notices were sent to encourage participation among those who had yet to take the sur- vey. Following an initial period of online data collection, True North began placing telephone Me t h o d o l o g y True North Research, Inc. © 2023 48Otay Water District . . . . . . . . . . . . . . . . calls to land lines and cell phone numbers of customers that had yet to participate in the online survey or for whom an email address was not present in the customer record. Telephone interviews averaged 17 minutes in length and were conducted during weekday eve- nings (5:30PM to 9PM) and on weekends (10AM to 5PM). It is standard practice not to call during the day on weekdays because most working adults are unavailable and thus calling during those hours would bias the sample. A total of 651 completed surveys were gathered online and by tele- phone in English and Spanish between June 6 and June 20, 2023. MARGIN OF ERROR DUE TO SAMPLING The results of the survey can be used to esti- mate the opinions of all customers with a residential account with the Otay Water District. Because not every residential customer participated in the survey, however, the results have what is known as a statistical margin of error due to sampling. The margin of error refers to the differ- ence between what was found in the survey of 651 residential customers for a particular ques- tion and what would have been found if all households with a residential account had been interviewed. Figure 56 provides a plot of the maximum margin of error in this study. The maximum margin of error for a dichotomous percentage result occurs when the answers are evenly split such that 50% provide one response and 50% provide the alternative response. For this survey, the maxi- mum margin of error is ± 3.8% for questions answered by all 651 respondents. FIGURE 56 MAXIMUM MARGIN OF ERROR Within this report, figures and tables show how responses to certain questions varied by demo- graphic characteristics such as age of the respondent and home ownership status. Figure 56 is thus useful for understanding how the maximum margin of error for a percentage estimate will grow as the number of individuals asked a question (or in a particular subgroup) shrinks. Because the margin of error grows exponentially as the sample size decreases, the reader should use caution when generalizing and interpreting the results for small subgroups. Sample of 651 Residential Customers ± 3.8% 0% 2% 4% 6% 8% 10% 12% 14% 0 100 200 300 400 500 600 700 800 900 1000 Sample Size (Number of Respondents) Ma r g i n o f E r r o r Me t h o d o l o g y True North Research, Inc. © 2023 49Otay Water District . . . . . . . . . . . . . . . . DATA PROCESSING Data processing consisted of checking the data for errors or inconsis- tencies, coding and recoding responses, categorizing verbatim responses, and preparing fre- quency analyses and cross-tabulations. ROUNDING Numbers that end in 0.5 or higher are rounded up to the nearest whole num- ber, whereas numbers that end in 0.4 or lower are rounded down to the nearest whole number. These same rounding rules are also applied, when needed, to arrive at numbers that include a decimal place in constructing figures and tables. Occasionally, these rounding rules lead to small discrepancies in the first decimal place when comparing tables and charts for a given question. Due to rounding, some figures and narrative include numbers that add to more than or less than 100%. Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 50Otay Water District . . . . . . . . . . . . . . . . Q UESTIONNAIRE & TOPLINES True North Research, Inc. © 2023 Page 1 Otay Water District Customer Survey Final Toplines (n=651) June 2023 Section 1: Introduction to Study Hi, may I please speak with _____? Hi, name is _____ and I’m calling from TNR on behalf of the Otay (Oh-tie) Water District. We’re conducting a short survey of customers and we would like to get your opinions. If needed: This is a survey about your water services – I’m NOT trying to sell anything and I won’t ask for a donation. Your answers will be confidential. If needed: The survey should take about 12 minutes to complete. If needed: If now is not a convenient time, can you let me know a better time so I can call back? Section 2: Satisfaction with Water Services Q1 Generally speaking, are you satisfied or dissatisfied with the job the Otay Water District is doing to provide water services to your household? Get answer, then ask: Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? 1 Very satisfied 49% Skip to Q3 2 Somewhat satisfied 36% Skip to Q3 3 Somewhat dissatisfied 8% Ask Q2 4 Very dissatisfied 2% Ask Q2 98 Not sure 5% Skip to Q3 99 Prefer not to answer 1% Skip to Q3 Q2 Is there a particular reason why you are dissatisfied with the Water District’s performance? Verbatim responses recorded and later grouped into categories shown below. Rates, bills too expensive 53% Water quality, taste, smell 38% Inaccurate, incorrect billing 12% Customer service issues 5% High water pressure 4% Excessive salaries, pensions, compensation 3% Low water pressure 2% Q3 Next, I’m going to read a list of specific services provided by the Otay Water District. For each of the services I read, please tell me whether you are satisfied or dissatisfied with the District’s efforts to provide the service. Are you satisfied or dissatisfied with the District’s efforts to: _____, or do you not have an opinion? (Get answer. If ‘satisfied’ or ‘dissatisfied’, then ask): Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? Randomize Ve r y Sa t i s f i e d So m e w h a t Sa t i s f i e d So m e w h a t Di s s a t i s f i e d Ve r y Di s s a t i s f i e d No t s u r e Pr e f e r n o t t o An s w e r A Provide high quality water 42% 35% 9% 6% 7% 1% B Ensure an adequate water supply now and in the future 40% 30% 6% 2% 21% 1% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 51Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 2 C Educate customers about ways to conserve water 33% 41% 9% 3% 12% 1% D Keep the water system in good condition through timely repairs and maintenance 43% 31% 5% 2% 18% 1% E Provide reliable water service 61% 32% 2% 1% 4% 0% F Communicate with customers about scheduled repairs, service disruptions and other water-related issues 37% 34% 6% 2% 20% 1% G Provide water that is safe to drink 48% 32% 7% 6% 6% 1% H Provide water that is free of color and odor 52% 34% 7% 4% 2% 1% I Provide sufficient water pressure 53% 32% 7% 5% 2% 1% J Offer good value for the cost of water services 22% 35% 22% 14% 7% 1% K Provide good customer service 43% 31% 5% 2% 18% 1% L Provide rebate programs that encourage customers to purchase water-efficient appliances and devices 19% 25% 14% 7% 33% 2% M Provide convenient hours of operation 43% 32% 5% 0% 19% 1% N Provide accurate billing statements 48% 34% 7% 3% 7% 1% Section 3: Value of Services Q4 Next, I’d like to ask you to consider the value you receive from various services. Considering the quality of the _____ service your household receives, would you say the amount your household pays for the service is reasonable, too high, or too low? If says too high, ask: Would that be much too high, somewhat too high, or a little too high? Randomize To o l o w Re a s o n a b l e A l i t t l e t o o h i g h So m e w h a t t o o hi g h Mu c h t o o h i g h No t s u r e / N o t ap p l i c a b l e Pr e f e r n o t t o an s w e r A Cell phone 1% 34% 20% 18% 22% 4% 1% B Electricity 1% 12% 13% 16% 56% 2% 1% C Cable or satellite TV 1% 9% 12% 17% 51% 9% 1% D Trash collection 1% 47% 18% 16% 13% 3% 1% E Sewer 0% 32% 17% 17% 21% 11% 1% F Water 0% 31% 24% 22% 20% 1% 1% Q5 If you had to guess, how much do you think it costs per gallon for the water your household receives? $0.00 5% $.01 (correct) 2% $.02 to $.05 6% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 52Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 3 $.06 to $.10 6% $.11 to $.20 3% More than $.20 11% Not sure 58% Prefer not to answer 8% Q6 To clarify, for the average water user, the cost of water is 1 cent (one penny) per gallon. Knowing this, would you say that water is an excellent value, a good value, a fair value, a poor value, or a very poor value? 1 Excellent 26% 2 Good 28% 3 Fair 28% 4 Poor 8% 5 Very poor 3% 98 Not sure 5% 99 Prefer not to answer 2% Section 4: Customer Service Ask Q7 if sample indicates customer had call center contact, otherwise skip to instruction preceding Q8 Q7 Our records show that your household contacted the Otay Water District in the past six months regarding your water service. Do you recall contacting the Otay Water District? 1 Yes 68% Skip to Q9 2 No 26% Skip to Q16 98 Not sure 6% Skip to Q16 99 Prefer not to answer 0% Skip to Q16 Ask Q8 if sample does not show call center contact. Q8 During the past six months, have you or anyone else in your household contacted the Otay Water District for any reason? 1 Yes 8% Ask Q9 2 No 88% Skip to Q16 98 Not sure 3% Skip to Q16 99 Prefer not to answer 1% Skip to Q16 Overall, 16% of customers surveyed indicated that their household had call center contact at Q7 or Q8. Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 53Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 4 Q9 Thinking of your most recent contact, what was the main reason or issue that prompted you to contact the District? Do Not Read List. 1 Water-related service issue (leak, water pressure, quality, etc.) on my property 19% Ask Q10 2 Report water waste/leaks/broken pipes on someone elses property 6% Skip to Q13 3 Request start/stop of service 14% Skip to Q13 4 Questions about billing/payments 27% Skip to Q13 5 Make payment/Pay bill 16% Skip to Q13 6 Request a payment extension or arrangement 3% Skip to Q13 7 Service interrupted for non-payment 1% Skip to Q13 8 Find out how to reduce bill 4% Skip to Q13 9 Learn about/Participate in a rebate program 2% Skip to Q13 12 Learn about/Participate in gardening /landscaping classes 1% Skip to Q13 15 Other 4% Skip to Q13 16 Change name, address on account 1% Skip to Q13 98 Not sure 2% Skip to Q13 99 Prefer not to answer 1% Skip to Q13 Q10 Can you describe the specific problem you were having with your water service? Verbatim responses recorded and later grouped into categories shown below. Water leak, broken pipe 49% Water pressure 17% Unexpectedly high bill 14% Poor water quality, odor, taste 13% Broken sprinkler 2% Other (unique responses) 5% Not sure 2% Q11 Did your problem involve the Water District sending a field representative to your property? 1 Yes 42% Ask 0 2 No 49% Skip to Q13 98 Not sure 6% Skip to Q13 99 Prefer not to answer 2% Skip to Q13 Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 54Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 5 Q12 Did the field representative: _____? Read in Order Ye s No No t S u r e Do e s n ’ t Ap p l y A Arrive in a timely manner 65% 0% 28% 7% B Accurately assess the problem 75% 22% 0% 3% C Clearly explain the nature of the problem and how it can be fixed 62% 26% 0% 12% Q13 Were you able to resolve the issue with a single contact, or were multiple calls/contacts required to resolve the issue? 1 Resolved with single contact 59% 2 Multiple contacts required 22% 3 Issue was not resolved 17% 98 Not sure 1% 99 Prefer not to answer 1% Q14 Was the reason you contacted them ultimately resolved to your satisfaction? 1 Yes 67% 2 No 27% 98 Not sure 4% 99 Prefer not to answer 2% Q15 When contacting the Water District, were you satisfied or dissatisfied with _____, or do you not have an opinion? (Get answer. If ‘satisfied’ or ‘dissatisfied’, then ask): Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? Randomize Ve r y Sa t i s f i e d So m e w h a t Sa t i s f i e d So m e w h a t Dis s a t i s f i e d Ve r y Dis s a t i s f i e d No t s u r e Pr e f e r n o t t o An s w e r A Your ability to reach a service representative 48% 24% 12% 6% 3% 7% B The courtesy of the service representative 62% 18% 2% 6% 3% 8% C The knowledge and expertise of the service representative 56% 21% 3% 6% 6% 8% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 55Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 6 Section 5: Water Reliability & Solutions Next, I’m going to ask you a few questions about drinking water supplies. Q16 A reliable water supply is one that can be depended upon to consistently provide enough water to meet an area’s needs. Overall, do you expect that the reliability of water supplies in _____ will be improving, staying about the same, or getting worse over the next 10 years? Read in Order Im p r o v i n g St a y i n g ab o u t t h e sa m e Ge t t i n g wo r s e No t s u r e Pr e f e r n o t t o an s w e r A California 8% 30% 52% 9% 1% B Southern California 6% 29% 54% 10% 1% C San Diego County 7% 35% 48% 8% 1% D Otay Water District’s service area 9% 40% 40% 10% 1% Q17 There are a several different ways to expand our sources of drinking water and increase the reliability of our water supply. Here is the (first/next) one: _____. Would you support or oppose the District taking this action? Get answer, then ask: Would that be strongly (support/oppose) or somewhat (support/oppose)? Randomize St r o n g l y Su p p o r t So m e w h a t Su p p o r t So m e w h a t Op p o s e St r o n g l y Op p o s e No t S u r e Pr e f e r n o t to a n s w e r A Desalinate and purify seawater to make clean drinking water 49% 37% 5% 3% 5% 1% B Capture, store and treat rainwater and stormwater runoff to produce clean drinking water 58% 30% 4% 3% 5% 1% C Recycle sewer water and purify it to clean drinking water standards using advanced water treatment technologies 21% 27% 18% 25% 7% 1% Section 6: Conservation Q18 Thinking about your home water use – both indoors and outdoors – do you think that you will use more water this year, less water this year, or about the same amount of water this year as you did in 2022? 1 More 6% 2 About Same 72% 3 Less 20% 98 Not Sure 2% 99 Prefer not to answer 0% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 56Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 7 Q19 In the past 12 months, have you taken any actions to reduce your household’s use of water? 1 Yes 75% Ask Q20 2 No 18% Skip to Q21 98 Not Sure 6% Skip to Q21 99 Prefer not to answer 1% Skip to Q21 Q20 What specific actions have you taken to reduce your household’s use of water? If says, “reduced water usage”, probe: How specifically did you do that? Do NOT read list. Probe: Any other ways you conserved water? Check all mentioned. Inside the Home 1 Purchased water-efficient appliances (clothes washer, dishwasher, etc.) 42% 2 Used water-efficient faucet and shower heads 54% 3 Fixed leaks 51% 4 Only run dishwasher/laundry when full 67% 5 Use a grey-water system 2% 6 Turn off faucet while brushing teeth 70% 7 Use less water when taking shower, hand washing dishes, etc. 63% Outside the Home 8 Watered plants/lawn between 6PM & 10AM 59% 9 Watered plants less/use drip system 49% 10 Adjusted sprinklers so they don’t run on driveway, sidewalks, waste water 45% 11 Washed car less often/Used water- efficient methods to wash car 54% 12 Didn’t hose down driveway/walkways 61% 13 Installed drought tolerant landscapes/plants 46% 14 Installed artificial grass/turf 23% 15 Other 5% 16 Collect, reuse water / Installed rain barrel 3% 17 Removed grass / lawn 2% 98 Not sure 0% 99 Prefer not to answer 0% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 57Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 8 Q21 Over the past five years, have you made any major changes to your property to reduce your use of water – such as replacing grass with drought-tolerant landscaping, or installing water-efficient appliances? 1 Yes 64% Ask Q22 2 No 28% Skip to Q23 98 Not Sure 5% Skip to Q23 99 Prefer not to answer 3% Skip to Q23 Q22 Can you describe the major changes you made to your property to reduce water usage? Verbatim responses recorded and later grouped into categories shown below. Installed drought tolerant landscapes, fake grass, concrete 55% Purchased water-efficient appliances 19% Installed drip system 14% Reduced grass, plants 11% Reduced water usage in general / Let grass die 10% Used water-efficient faucet and shower heads, toilets 6% Adjusted, changed irrigation system settings 4% Installed new sprinklers 4% Use less water when taking shower, hand washing dishes 3% Used rain barrels 2% Washed car less often / Used water-efficient methods to wash car 2% Planted drought tolerant plants 2% Changed pool usage, equipment 2% Not sure, cannot think of anything specific 2% Watered plants early morning or late afternoon 1% Installed tankless water heater 1% Collected, reused water (rain/shower) 1% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 58Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 9 Section 7: Communications Q23 In general, are you satisfied or dissatisfied with the Otay Water District’s efforts to communicate with customers through newsletters, social media, bill inserts, web, direct mail and/or other means? Get answer, then ask: Would that be very (satisfied/dissatisfied) or somewhat (satisfied/dissatisfied)? 1 Very satisfied 34% 2 Somewhat satisfied 48% 3 Somewhat dissatisfied 5% 4 Very dissatisfied 2% 98 Not sure 8% 99 Prefer not to answer 2% Q24 Do you recall receiving the Pipeline Customer Newsletter, which is mailed to your home or emailed quarterly? 1 Yes 49% Ask Q25 2 No 30% Skip to Q26 98 Not sure 20% Skip to Q26 99 Prefer not to answer 1% Skip to Q26 Q25 How often would you say that you read the Pipeline Customer Newsletter when it arrives? Would you say that you always read it, sometimes read it, rarely read it, or never read it? 1 Always 45% 2 Sometimes 43% 3 Rarely 10% 4 Never 2% 99 Prefer not to answer 0% Q26 As I read the following ways that the Otay Water District can communicate with residents, I’d like to know if you think they would be a very effective, somewhat effective, or not at all effective way for the District to communicate with you. Randomize Ve r y So m e w h a t No t a t a l l No t s u r e / Pr e f e r n o t to a n s w e r A Email 41% 45% 10% 4% B Newsletters emailed to you/Electronic Newsletters 32% 45% 16% 6% C Social Media like Twitter, Facebook and Instagram 10% 28% 50% 12% D Otay Water District website 20% 49% 23% 7% E Newsletters mailed to your house 29% 50% 15% 6% F Information inserted into your water bill envelope 32% 33% 29% 6% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 59Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 10 G Postcards mailed to your house 24% 43% 25% 7% H Notices hung on your front door handle 24% 37% 32% 7% I Sponsoring and attending community events 12% 41% 34% 13% J Text messages 26% 40% 28% 6% K Automated voice calls via telephone 12% 26% 53% 9% Q27 Are there any methods of communication I haven’t already mentioned that you think would be a very effective way for the Water District to communicate with you? If yes, ask: Please describe the communication method to me. Verbatim responses recorded and later grouped into categories shown below. No additional methods / Nothing comes to mind 83% Prefer not to answer 9% Emails 1% Texts 1% Newsletter / Letter, flyers 1% Phone call, cell phone services 1% TV / Radio commercials 1% Public forum / Meetings 1% Billing service / Billing statements 1% Section 8: Demographics Thank you so much for your participation. I have just a few background questions for statistical purposes. D1 What is your gender? 1 Male 48% 2 Female 48% 3 Non-binary 0% 99 Prefer not to answer 4% D2 In what year were you born? Year recoded into age groups shown below. 18 to 24 3% 25 to 34 3% 35 to 44 10% 45 to 54 12% 55 to 64 20% 65 or older 40% Prefer not to answer 14% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 60Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 11 D3 How many people, including you, live in your household? 1 10% 2 34% 3 17% 4 15% 5 or more 13% Prefer not to answer 10% D4 Do you own or rent your current residence? 1 Own 86% 2 Rent 11% 3 Live with family / friends and dont pay rent 0% 99 Prefer not to answer 2% D5 Does your household pay the water bill directly, or is it paid for by someone else like a landlord or Home Owners Association? 1 Household pays bill directly 97% 2 Someone else pays bill 0% 98 Not sure 0% 99 Prefer not to answer 3% D6 Which of the following best describes your current home? 1 Single family detached home 91% 2 Apartment 0% 3 Condominium or townhome 6% 4 Mobile home 0% 99 Prefer not to answer 3% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 61Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 12 D7 What ethnic group do you consider yourself a part of or feel closest to? Read list if respondent hesitates 1 Caucasian/White 46% 2 Latino/Hispanic 19% 3 African-American/Black 4% 4 American Indian or Alaskan Native 0% 5 Asian -- Korean, Japanese, Chinese, Vietnamese, Filipino or other Asian 10% 6 Pacific Islander 1% 7 Mixed Heritage 4% 98 Other 2% 99 Prefer not to answer 13% D8 This last question is for statistical purposes only. As I read the following income categories, please stop me when I reach the category that best represents your household’s total annual income before taxes. 1 Under $25,000 3% 2 $25,000 to $39,999 4% 3 $40,000 to $59,999 5% 4 $60,000 to $79,999 9% 5 $80,000 to $99,999 11% 6 $100,000 to $149,999 15% 7 $150,000 or more 19% 98 Not sure 1% 99 Prefer not to answer 32% Those are all of the questions that I have for you! Thanks so much for participating in this important survey! Post-Interview & Sample Items S1 Service address city 1 Chula Vista 64% 2 El Cajon 11% 3 Jamul 3% 4 Spring Valley 18% 5 Other 3% Qu e s t i o n n a i r e & T o p l i n e s True North Research, Inc. © 2023 62Otay Water District . . . . . . . . . . . . . . . . Otay Water District Customer Survey 6/21/2023 True North Research, Inc. © 2023 Page 13 S2 Account setup year 1 2022 4% 2 2021-20 8% 3 2019-18 7% 4 2017-16 7% 5 2015-14 6% 6 2013-04 19% 7 Before 2004 49% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 1Page 1 Q1 Satisfaction with services Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 31748.7%31757.5%--4743.8%26150.9%23247.3%6857.7%15850.2%15449.5% 23436.0%23442.5%--3835.5%18335.6%18237.2%3630.5%11035.0%11035.1% 497.5%--4977.5%77.0%397.6%367.3%75.8%237.3%227.1% 142.2%--1422.5%109.3%40.8%112.3%32.4%82.4%72.1% 314.8%----44.1%234.5%255.1%43.2%134.2%175.6% 50.7%----00.3%30.5%40.8%00.4%30.9%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 2Page 2 Q1 Satisfaction with services Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1260.9%1348.5%2158.3%2747.2%4053.0%5455.9%6250.7%27749.3%3749.1% 315.2%1037.9%617.9%2441.9%2736.8%3738.4%4334.7%19835.2%3141.2% 210.9%15.0%39.2%00.8%22.9%33.6%107.8%437.6%56.1% 213.0%--13.3%23.3%11.2%11.3%21.8%122.1%33.5% --28.6%411.3%23.6%56.1%10.8%54.3%305.3%-- ------23.2%----10.6%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 3Page 3 Q1 Satisfaction with services Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1245.7%2546.9%2145.7%2557.2%1128.1%5846.6%16651.8%29950.4%1335.5% 1143.6%2242.3%1533.4%1535.2%2257.7%4334.4%10532.9%20835.0%1950.6% 13.5%35.2%510.0%11.2%512.4%1814.4%175.5%437.3%25.0% 15.8%11.4%35.7%01.0%11.8%32.6%51.5%132.2%00.7% 01.3%23.3%25.1%25.4%--21.7%227.0%284.6%38.1% --00.9%------00.2%41.3%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 4Page 4 Q1 Satisfaction with services Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 8459.1%7554.5%1334.2%14143.4%1339.1%2845.5%2938.5%7758.4%14455.6% 4128.8%4633.5%1848.8%12939.5%1544.0%2439.3%3444.5%3728.0%8332.1% 106.9%75.4%37.8%278.3%410.4%610.1%67.8%107.5%134.8% 10.9%21.2%12.4%103.2%24.4%12.4%45.7%10.7%41.6% 64.3%75.4%36.8%154.7%12.1%22.7%33.5%75.5%145.4% ------30.9%--------10.5% Attachment D Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 5Page 5 Q1 Satisfaction with services Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 4163.6%12053.8%5447.5%4242.5%3743.1%16555.2%6249.0%1557.3%2943.4% 1726.0%6830.3%4035.1%4646.5%3541.1%9631.9%4535.5%831.1%2943.6% 23.7%135.8%98.0%87.9%89.0%165.5%97.2%28.7%711.2% 10.8%52.2%43.4%22.4%22.0%41.4%64.6%---- 35.1%167.0%76.0%10.7%44.9%185.8%32.2%12.8%00.7% 00.7%21.0%------00.2%21.5%--11.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 6Page 6 Q1 Satisfaction with services Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 48 419 74 23 115 20 1939.9%19045.5%4459.6%1461.1%6153.0%737.4% 1940.3%16339.0%2229.0%626.0%3832.7%629.7% 48.6%348.1%45.2%16.4%98.2%02.4% 11.6%92.2%11.9%12.3%10.5%212.1% 49.1%194.6%34.3%14.1%54.2%314.5% 00.6%20.6%----21.4%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 7Page 7 Q2 Reason for dissatisfaction with Water District's performance Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 63 -63 17 43 47 10 31 29 3352.7%--3352.7%528.5%2864.7%2756.4%769.0%1446.9%1552.5% 2437.5%--2437.5%527.8%1943.9%1837.9%439.2%929.4%1344.7% 34.9%--34.9%317.7%--35.6%04.7%38.6%01.6% 12.3%--12.3%14.1%11.7%11.5%----15.0% 23.0%--23.0%--24.4%24.0%--26.2%-- 811.9%--811.9%316.2%25.6%48.3%112.7%412.5%412.7% 34.1%--34.1%315.0%--24.6%04.7%38.5%-- 35.1%--35.1%214.0%11.8%25.2%18.1%38.7%11.9% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 8Page 8 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 5 1 4 2 3 5 12 54 7 252.2%023.7%126.4%019.1%129.3%372.5%867.4%3157.2%232.8% 357.7%--130.5%--08.9%127.5%325.9%2037.8%119.1% --019.9%----014.6%--03.8%23.5%116.2% ------------16.1%12.7%-- --------------23.5%-- 06.6%156.5%243.1%----110.9%19.9%47.5%347.4% 09.9%------------34.8%-- ------280.9%----16.6%35.0%17.3% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 9Page 9 Q2 Reason for dissatisfaction with Water District's performance Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 2 3 7 1 5 21 22 56 2 --121.6%110.0%--469.3%1463.8%1464.6%3155.0%2100.0% 129.6%115.7%226.3%154.8%114.2%942.7%1045.5%1934.9%287.5% 018.9%07.9%------02.1%28.6%35.5%-- ----------16.7%--12.6%-- ------------28.6%23.4%-- 137.7%263.5%230.8%045.2%----27.6%59.2%-- --------04.7%--210.6%34.7%-- 132.6%--------210.2%01.2%34.8%-- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 10Page 10 Q2 Reason for dissatisfaction with Water District's performance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 11 9 4 38 5 8 10 11 17 763.0%670.1%385.6%1744.7%05.4%562.6%221.0%656.6%1164.1% 547.3%446.8%376.3%1130.4%114.4%224.7%443.3%545.6%425.4% 04.1%03.0%--26.3%09.0%03.5%04.4%--211.4% ------13.8%----114.1%---- ------25.1%------217.8%-- --17.9%--513.0%364.7%19.8%--03.0%318.9% ------37.0%----04.4%--211.4% 17.1%02.8%--25.8%115.5%03.3%218.8%---- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 11Page 11 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 3 18 13 10 9 21 15 2 7 274.7%1056.6%643.9%658.5%553.2%1467.9%642.8%285.4%230.2% 08.8%530.1%970.2%216.5%224.4%626.9%643.4%014.6%118.3% ----214.9%02.7%04.9%02.2%214.7%---- ----15.6%--17.8%13.5%14.8%---- --210.7%--------212.9%---- --316.2%--114.7%18.2%14.1%03.0%--451.6% ----218.5%----02.2%212.9%---- --210.7%--17.7%--29.3%15.3%---- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 12Page 12 Q2 Reason for dissatisfaction with Water District's performance Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Rates, bills tooexpensive Water quality,taste, smell Customerservice issues Low waterpressure Excessivesalaries,pensions,compensation Inaccurate,incorrect billing High waterpressure Other (uniqueresponses) Not sure, noparticularreason 5 43 5 2 10 3 363.3%2558.2%233.3%126.2%443.2%256.0% 236.7%1636.3%233.3%160.7%551.4%-- --36.5%----02.7%-- ----127.2%------ --24.4%-------- 115.3%613.1%119.7%----128.8% --25.5%--013.1%---- --24.4%--013.1%02.7%127.2% ------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 13Page 13 Q2 Reason for dissatisfaction with Water District's performance Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Prefer not t oanswer 63 -63 17 43 47 10 31 29 45.9%--45.9%210.5%24.4%23.9%--412.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 14Page 14 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Prefer not t oanswer 5 1 4 2 3 5 12 54 7 --------261.9%--04.1%46.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 15Page 15 Q2 Reason for dissatisfaction with Water District's performance Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Prefer not t oanswer 2 3 7 1 5 21 22 56 2 ----232.9%--124.7%----46.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 16Page 16 Q2 Reason for dissatisfaction with Water District's performance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Prefer not t oanswer 11 9 4 38 5 8 10 11 17 --05.3%--38.7%----218.8%112.6%02.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 17Page 17 Q2 Reason for dissatisfaction with Water District's performance Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Prefer not t oanswer 3 18 13 10 9 21 15 2 7 016.5%210.7%----114.6%02.3%212.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 18Page 18 Q2 Reason for dissatisfaction with Water District's performance Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Prefer not t oanswer 5 43 5 2 10 3 --24.4%----113.5%016.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 19Page 19 Q3a Provide high quality water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 27141.6%26047.1%69.6%4642.9%21441.7%19940.6%5446.0%13843.7%12941.2% 23035.3%20436.9%1625.6%3431.4%18936.8%18337.4%3428.9%11636.8%10533.8% 578.8%478.5%1015.9%109.1%428.2%479.7%53.9%196.1%3110.1% 416.3%101.9%2640.4%1311.9%265.1%285.7%86.4%175.3%206.4% 467.0%305.4%58.6%54.5%397.7%265.3%1714.3%206.4%247.8% 71.1%10.2%--00.3%30.5%61.3%00.4%51.6%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 20Page 20 Q3a Provide high quality water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 423.1%1346.6%1850.8%1627.4%3547.2%5152.2%5040.6%23141.2%3546.2% 948.0%724.5%823.5%3255.1%3039.9%3435.1%4939.9%20336.1%2330.8% 212.4%519.4%39.4%--34.4%87.8%86.7%488.5%911.8% 314.2%01.0%13.8%23.3%44.7%32.9%42.9%346.0%56.8% 02.4%28.6%412.5%610.9%33.8%22.0%129.9%417.3%34.5% ------23.2%------50.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 21Page 21 Q3a Provide high quality water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1454.5%2242.5%2247.2%1840.2%820.2%4535.7%14344.6%24841.8%1539.6% 832.1%1834.5%1022.5%1637.3%1846.8%4334.6%11536.1%21836.8%923.0% 15.3%59.3%510.6%25.2%820.7%1713.9%185.7%508.4%617.0% 14.6%35.5%59.9%12.3%12.7%1310.4%175.4%315.3%410.8% 13.5%47.4%59.9%715.1%38.7%65.1%206.2%416.9%38.6% --00.9%----00.8%00.2%61.9%50.8%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 22Page 22 Q3a Provide high quality water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7049.2%6245.5%1746.6%11535.2%1853.3%1930.0%2128.3%5844.4%12748.9% 4733.4%4734.2%1027.3%12438.2%1028.1%1727.2%3444.7%5139.1%8833.9% 96.6%139.2%--3510.8%25.3%1421.8%67.9%75.3%176.4% 128.2%53.8%39.0%206.3%12.9%69.5%912.4%75.1%62.5% 32.0%107.2%617.0%268.1%410.3%711.4%56.6%85.9%207.7% 10.5%----51.4%------00.2%10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 23Page 23 Q3a Provide high quality water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 3249.6%10446.4%4540.1%3333.7%3237.7%14347.8%4132.8%1141.4%2639.5% 2031.4%7433.0%3833.9%4747.8%3238.2%10033.2%5241.2%1349.2%2436.1% 58.2%177.4%97.6%1212.1%66.7%196.5%129.8%01.8%1015.1% 10.8%114.7%1311.8%44.3%33.7%134.3%86.5%14.8%12.0% 69.2%156.7%76.4%22.1%1113.4%237.7%86.7%12.8%57.3% 00.7%41.8%00.2%--00.4%10.5%43.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 24Page 24 Q3a Provide high quality water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2245.6%15236.3%3952.8%939.3%6051.8%1154.0% 1429.4%15537.1%2533.0%1042.6%3227.5%842.0% 12.4%4711.2%45.7%15.3%54.0%-- 816.2%296.9%11.4%27.6%98.0%-- 35.8%317.4%45.7%15.3%87.1%13.9% 00.6%41.0%11.4%--21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 25Page 25 Q3b Ensure an adequate water supply now and in the future Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 25839.7%24544.5%914.2%4037.0%20540.0%19239.2%5143.7%13041.3%12339.5% 19730.2%17231.1%1929.9%3128.9%15630.5%15631.7%2722.6%8627.2%10333.0% 426.4%356.3%58.0%109.2%305.9%357.1%54.3%278.4%134.3% 121.8%20.3%813.1%76.5%50.9%102.0%21.8%72.2%51.5% 13520.7%9817.8%1828.7%1918.1%11121.7%9118.6%3227.6%6219.7%6420.5% 71.1%--46.0%00.3%51.0%71.4%--41.1%41.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 26Page 26 Q3b Ensure an adequate water supply now and in the future Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 633.7%1347.7%1746.3%1628.0%3749.9%5153.0%4838.9%22540.1%3040.3% 738.6%620.6%924.7%1932.9%2837.3%2222.3%3528.7%16329.0%2837.2% 17.1%--26.7%813.7%22.6%77.1%86.4%407.1%22.5% 01.3%01.0%01.3%23.3%----21.3%81.4%22.6% 419.2%830.7%721.0%1119.8%810.3%1717.7%2823.1%12021.4%1317.3% ------12.4%----21.6%50.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 27Page 27 Q3b Ensure an adequate water supply now and in the future Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 936.4%2446.0%1430.8%2352.9%1232.1%4234.0%13341.5%24040.5%1334.6% 1142.1%1425.8%1941.8%920.8%1334.3%4536.0%8626.8%18130.6%923.0% --36.2%37.1%25.4%411.1%96.8%206.3%386.4%410.1% 12.8%11.0%24.1%00.6%24.2%32.1%41.4%91.5%-- 518.7%1121.0%716.2%920.2%513.3%2620.8%7122.4%12020.2%1232.3% --------25.0%00.2%51.6%50.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 28Page 28 Q3b Ensure an adequate water supply now and in the future Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 6646.3%6748.6%1438.3%10632.5%1234.1%1727.7%3040.0%5945.1%12146.7% 3424.0%4331.2%821.9%11134.0%925.3%2236.0%2837.6%3829.0%6525.1% 74.7%21.3%513.8%288.7%515.1%46.4%11.6%86.0%186.9% 21.5%10.7%--92.6%01.3%23.5%45.7%32.3%10.4% 3122.1%2518.2%1026.0%6921.1%824.1%1423.2%1215.2%2317.7%5420.9% 21.3%----41.1%--23.1%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 29Page 29 Q3b Ensure an adequate water supply now and in the future Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2741.6%10044.7%3530.9%3737.3%3642.6%13745.6%4837.8%1142.8%2436.8% 1522.7%5424.3%4035.3%3737.9%3034.9%7826.1%4636.2%832.0%2842.4% 35.1%104.6%109.3%1010.2%66.9%134.3%1310.0%--79.8% 11.6%21.0%21.7%21.6%22.7%62.0%10.6%--00.7% 1929.0%5424.0%2622.8%1111.1%1112.9%6622.0%1612.4%517.7%710.2% --31.5%--21.9%----43.0%27.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 30Page 30 Q3b Ensure an adequate water supply now and in the future Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1531.2%15637.2%3242.8%1043.4%5547.8%630.3% 1224.7%13732.8%2331.5%627.2%2320.0%733.9% 713.7%296.8%22.4%14.1%108.7%12.6% --71.6%--13.4%43.3%13.9% 1429.8%8520.3%1723.3%521.9%2218.8%629.2% 00.6%61.4%----21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 31Page 31 Q3c Educate customers about ways to conserve water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 21833.4%20437.0%1218.8%2725.5%18035.1%16333.3%4236.0%10633.6%10935.0% 26640.8%23141.8%1930.1%4542.1%20940.8%20742.2%3731.1%14144.7%11536.9% 558.5%417.5%1117.8%1311.9%397.7%489.8%53.8%226.8%288.9% 233.5%101.8%1219.0%98.4%112.2%153.0%76.3%165.0%72.1% 8112.5%6010.9%913.6%1110.3%6813.3%5110.3%2521.2%278.5%5015.9% 81.3%61.1%00.7%21.8%50.9%61.3%21.5%51.5%41.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 32Page 32 Q3c Educate customers about ways to conserve water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 632.0%726.6%1543.2%1525.8%2635.1%4445.4%3629.2%19234.2%2432.6% 631.0%1553.0%925.3%2848.7%3343.7%3839.7%5545.0%23141.1%2837.8% 421.6%28.9%618.1%47.1%34.5%88.6%97.0%478.4%811.3% 313.7%12.0%13.3%59.1%23.2%10.8%32.3%183.2%56.2% 01.7%39.6%410.1%58.0%1013.0%55.0%2016.5%6712.0%912.2% ------11.3%00.6%00.5%--61.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 33Page 33 Q3c Educate customers about ways to conserve water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 624.4%1733.2%2043.9%1226.4%1025.9%3326.7%11937.2%20033.7%1333.0% 1246.0%1630.3%1531.7%2351.4%1845.9%5846.6%12539.1%24741.7%1848.0% 28.1%611.4%510.4%48.4%513.9%119.0%227.0%528.7%37.4% 27.7%48.3%12.2%00.6%24.2%64.7%72.3%193.3%11.4% 413.9%916.8%36.3%613.1%410.1%1512.4%4112.7%6811.5%410.2% ----35.5%----10.6%51.6%71.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 34Page 34 Q3c Educate customers about ways to conserve water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7855.0%4734.6%821.9%7824.0%719.7%2234.9%2127.7%4131.2%10741.1% 5034.9%6245.5%1540.9%13842.3%1853.1%1727.9%3545.8%6650.0%9235.3% 53.2%64.1%38.8%4212.9%12.6%1015.4%911.6%64.3%218.1% 32.2%10.7%11.9%175.4%26.5%00.4%45.0%53.5%83.2% 74.6%2115.0%820.4%4614.1%514.0%1321.4%79.3%1410.7%2810.8% ----26.1%41.3%14.0%--00.6%00.3%41.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 35Page 35 Q3c Educate customers about ways to conserve water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2437.2%9441.9%3834.0%2424.6%2023.4%11638.8%4938.5%725.5%2029.5% 2538.4%8538.1%5044.5%4748.0%3945.6%12040.0%4938.5%1245.5%2944.2% 23.4%146.3%97.6%1111.4%1113.1%124.1%1511.6%27.4%710.7% 22.5%73.1%22.1%33.2%67.3%113.7%75.2%--00.7% 1015.6%2310.3%119.6%1111.4%910.7%3812.6%43.0%621.6%912.9% 23.0%00.2%32.2%11.4%--20.6%43.3%--12.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 36Page 36 Q3c Educate customers about ways to conserve water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1020.1%13231.6%2736.6%1042.3%4236.2%735.4% 2347.5%18444.0%3040.3%520.0%4135.3%632.6% 714.4%368.7%68.6%313.6%75.6%314.7% 23.7%133.1%--12.3%76.4%27.9% 612.2%4811.5%1013.5%521.9%1613.9%29.4% 12.1%51.1%11.0%--32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 37Page 37 Q3d Keep water system in good condition through timely repairs and maintenance Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 28243.3%27149.2%58.4%4037.0%23145.2%21343.5%5748.1%14846.9%13041.6% 20030.7%16830.4%2437.8%3633.8%15530.2%15331.2%2723.3%9429.8%9530.4% 365.5%223.9%1015.3%108.9%204.0%316.3%43.6%185.8%155.0% 121.8%30.5%813.4%76.7%40.8%102.1%10.7%41.4%72.2% 11617.8%8615.5%1524.3%1210.7%10019.6%7715.8%2824.1%4915.6%6019.4% 61.0%20.4%00.7%32.9%10.3%61.2%00.2%20.6%51.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 38Page 38 Q3d Keep water system in good condition through timely repairs and maintenance Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 630.7%1346.0%1746.6%1932.8%3547.0%5657.7%5444.0%24844.2%3039.6% 734.9%621.9%823.8%1933.8%2331.4%2424.9%3326.9%17631.3%2127.9% 211.4%27.9%12.8%23.8%67.7%22.1%86.8%325.6%45.5% 211.4%01.0%00.8%35.7%00.4%00.3%00.4%91.7%22.6% 211.6%623.1%926.0%1221.5%1013.5%1212.9%2721.8%9216.4%1824.3% ------12.4%--22.0%00.2%40.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 39Page 39 Q3d Keep water system in good condition through timely repairs and maintenance Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 831.8%2242.1%2042.3%2352.2%1435.9%4636.6%15046.9%25943.7%1538.5% 1041.0%612.0%920.4%1432.6%1232.1%4939.0%9830.7%18731.5%1026.2% 12.8%59.3%817.8%00.6%614.7%53.9%113.5%315.2%410.8% 01.8%11.0%24.1%11.2%13.5%32.3%41.2%101.7%-- 521.5%1935.5%715.3%613.3%513.8%2016.3%5316.6%10217.2%924.5% 01.1%--------21.9%41.2%40.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 40Page 40 Q3d Keep water system in good condition through timely repairs and maintenance Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7854.7%6647.9%1130.2%12237.3%1133.5%2439.5%2735.3%6852.1%12949.7% 4128.8%4331.3%925.4%10632.4%925.4%1726.8%2837.4%4534.2%6625.5% 64.6%75.1%00.7%226.7%26.9%913.9%67.5%53.9%72.8% 31.8%00.2%11.9%82.4%01.3%23.5%45.5%10.4%20.8% 1410.1%2115.4%1436.6%6720.4%1132.1%1016.3%1114.3%107.8%5521.3% ----25.1%30.8%00.8%----21.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 41Page 41 Q3d Keep water system in good condition through timely repairs and maintenance Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2742.5%10948.7%4742.2%3939.7%3541.8%13946.6%5341.7%1037.5%3552.3% 2234.8%5725.5%3430.5%3333.2%3338.6%9531.7%3931.1%1141.3%2131.1% 10.8%114.8%65.6%1413.7%11.6%72.2%118.8%01.1%45.8% 00.5%41.8%21.9%11.3%22.1%20.7%53.9%12.3%-- 1421.4%4118.5%2017.7%1211.7%1315.3%5618.6%1613.0%517.7%710.2% --10.6%22.1%00.3%00.5%00.1%21.5%--00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 42Page 42 Q3d Keep water system in good condition through timely repairs and maintenance Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2143.2%16840.2%4053.2%1252.8%5548.0%735.6% 1020.7%14234.0%1925.8%521.9%2320.0%1049.7% 510.0%245.8%33.9%16.4%76.1%-- 24.3%71.7%10.9%12.3%32.8%-- 917.9%7217.2%1216.2%416.6%2521.6%314.7% 24.0%51.1%----21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 43Page 43 Q3e Provide reliable water service Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 39760.9%37367.7%1319.9%5652.2%32563.4%29259.5%7967.3%20163.7%18860.3% 20631.6%15427.8%3759.0%3734.1%15931.0%15832.2%3227.2%10131.9%9129.3% 142.1%91.7%22.7%54.8%81.5%132.6%10.4%20.6%103.1% 50.7%20.3%35.0%43.9%00.1%40.8%00.4%30.9%20.5% 284.3%142.6%813.4%54.7%214.1%224.4%64.7%92.8%196.1% 20.3%----00.3%--20.4%--00.1%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 44Page 44 Q3e Provide reliable water service Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 946.8%1553.0%2467.1%2645.1%5370.6%6769.4%8468.2%34561.5%4661.3% 1050.2%828.6%924.2%2747.4%1823.8%2727.6%3427.5%17631.4%2431.8% --12.9%12.5%11.3%00.6%22.5%21.8%112.0%23.2% 01.3%--00.8%23.3%11.0%----30.6%22.0% 01.6%415.6%25.4%22.8%34.0%00.5%32.6%254.5%11.6% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 45Page 45 Q3e Provide reliable water service Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1664.4%3668.3%2248.4%3169.3%1744.4%7157.1%20363.6%36261.0%2565.0% 831.0%1223.6%1431.0%1227.4%2051.4%3628.7%10432.4%18931.9%1026.9% 01.0%11.0%511.0%----64.6%20.6%142.3%-- 01.8%11.4%--11.2%--22.0%10.2%30.5%-- 01.8%35.7%49.6%12.1%24.2%97.5%82.6%254.2%38.1% ----------00.2%20.6%00.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 46Page 46 Q3e Provide reliable water service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 9868.9%9065.3%2258.4%18255.7%2263.2%2946.7%4762.7%8564.4%17467.1% 3524.9%4431.9%1233.3%11434.9%1132.9%3049.1%1823.4%4231.9%6926.7% 43.0%11.0%25.1%61.8%--11.3%45.4%21.5%31.1% 00.2%00.2%00.7%41.1%01.3%00.4%23.1%10.4%00.1% 43.0%21.6%12.4%216.4%12.6%22.5%45.3%21.8%135.0% ------00.1%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 47Page 47 Q3e Provide reliable water service Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 4570.9%15368.2%6154.4%5151.5%5159.7%20267.5%7256.7%1972.2%4060.8% 1522.7%5825.7%4136.2%4343.1%2630.9%8026.9%4434.5%625.0%2029.4% 00.4%31.4%65.1%22.5%22.2%41.4%11.1%--23.6% --31.2%00.2%00.3%00.5%20.6%10.6%12.8%-- 46.0%83.5%54.1%32.6%66.7%113.6%75.5%--46.2% ------------21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 48Page 48 Q3e Provide reliable water service Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2858.2%24358.0%5168.6%1565.3%7766.4%1158.0% 1734.6%14033.3%2027.2%731.3%3127.3%737.8% 24.5%112.7%--01.1%11.2%12.6% --30.7%--12.3%11.2%-- 12.1%204.8%34.2%--43.8%01.5% 00.6%20.5%----00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 49Page 49 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 24437.5%23342.2%914.7%3936.6%19337.7%18638.0%4941.3%11937.7%12038.6% 22033.8%18233.0%2742.4%4037.6%17133.4%16533.6%3429.0%10934.6%9931.7% 375.7%285.0%711.8%76.9%244.7%346.9%00.3%247.5%134.3% 142.2%51.0%813.2%65.6%81.5%102.1%43.0%62.0%82.5% 13019.9%10218.5%1117.5%1413.0%11221.9%9018.2%3025.7%5417.2%6821.9% 60.9%20.4%00.4%00.3%40.8%51.1%10.6%31.0%30.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 50Page 50 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 629.2%1037.2%1645.5%1831.2%2533.8%5051.2%4838.7%21037.5%2938.2% 524.9%932.7%925.4%2237.6%3546.7%2121.4%4536.8%19033.8%2635.2% 210.0%413.9%514.0%47.4%56.1%87.9%43.2%315.5%67.8% 12.9%----23.3%00.6%21.7%43.2%122.2%22.7% 631.4%416.2%515.2%1017.3%1012.8%1717.9%2217.5%11420.3%1215.7% 01.4%----23.2%----10.6%40.7%00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 51Page 51 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1040.0%2242.3%1430.0%2556.3%1026.1%4334.0%12037.7%22337.6%1334.6% 933.8%1120.8%2246.9%1228.1%1640.8%4233.3%10934.2%20534.6%1231.2% 12.8%24.5%612.4%--26.2%129.8%144.3%325.4%36.9% 13.5%35.9%----25.6%32.7%51.4%111.8%25.0% 519.9%1426.5%510.0%715.6%821.2%2520.2%6620.6%11819.9%821.5% ----00.6%------61.8%40.7%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 52Page 52 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 6847.9%5339.0%1335.8%10331.6%1234.9%2336.9%2329.8%5542.0%11544.4% 4430.9%5540.0%718.4%11435.0%1440.3%1829.7%2330.9%6146.8%6424.5% 64.3%42.7%37.1%257.6%01.3%68.9%45.5%75.5%166.1% 42.9%21.5%--82.4%12.6%35.5%57.2%--00.2% 2014.1%2216.2%1437.5%7422.6%720.1%1219.1%2026.6%75.7%6223.8% --10.5%01.2%30.9%00.8%------31.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 53Page 53 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2031.5%9944.3%4338.3%3333.7%2630.8%12842.6%4636.4%831.4%2131.6% 1624.6%6127.4%3934.4%4242.1%3744.1%8729.1%4435.2%1247.1%3044.5% 57.1%114.9%86.8%76.7%56.0%103.5%75.7%310.3%811.4% --62.9%10.6%21.8%44.2%41.2%43.2%---- 2336.3%4319.4%2118.7%1515.6%1314.9%7023.5%2116.7%311.3%812.5% 00.4%31.1%11.2%----00.2%42.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 54Page 54 Q3f Communicate with customers about scheduled repairs, service disruptions, other water-related iss Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1632.9%14835.3%3243.1%1146.4%4741.0%632.1% 2142.6%15035.7%1925.3%732.4%3631.3%841.8% 48.9%276.3%57.2%12.3%54.0%-- 12.1%102.4%11.0%12.3%21.9%14.0% 612.0%8319.7%1722.5%416.6%2219.3%422.2% 11.5%20.6%11.0%--32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 55Page 55 Q3g Provide water that is safe to drink Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 31047.7%29553.5%812.7%4340.6%25950.5%22445.7%6958.5%17154.2%13443.1% 20932.1%18233.0%1421.4%4037.2%16131.3%16834.3%2723.2%9831.0%10032.2% 487.4%325.8%1219.2%65.4%366.9%387.7%43.5%154.6%288.9% 385.8%142.5%2335.9%109.7%234.5%306.1%54.2%175.3%196.0% 426.4%285.1%710.9%76.9%336.5%275.4%1310.7%134.2%299.2% 40.6%00.1%--00.3%10.3%40.7%--20.6%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 56Page 56 Q3g Provide water that is safe to drink Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 524.9%1553.1%1748.8%1730.2%4054.0%5658.3%7056.9%27649.1%3242.7% 734.4%518.6%1130.5%2748.0%2735.5%2727.7%3730.4%18232.4%2432.1% 01.7%39.1%49.9%47.0%34.1%77.1%65.0%407.1%810.7% 525.1%01.0%38.8%23.3%34.5%32.9%32.3%295.2%78.8% 313.8%518.2%12.0%59.0%11.8%44.0%75.4%335.8%45.6% ------12.4%------20.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 57Page 57 Q3g Provide water that is safe to drink Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1351.6%2649.1%2042.9%2454.0%1949.5%5140.7%15849.5%28848.6%1744.6% 1039.5%1427.3%1328.6%1432.8%1024.8%3326.0%11536.0%19733.2%922.6% 13.0%59.8%35.4%12.1%13.5%2318.0%154.6%416.9%37.8% 13.0%23.8%715.4%11.9%718.8%86.6%123.6%284.7%616.3% 12.8%510.0%47.7%49.3%12.6%118.4%175.3%386.3%37.8% --------00.8%00.2%31.0%20.3%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 58Page 58 Q3g Provide water that is safe to drink Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7955.5%7152.1%2360.9%13541.5%1956.0%2744.3%3343.4%6347.8%14455.4% 4128.7%4432.1%513.1%11936.5%925.2%1930.5%2330.1%4836.3%8432.3% 96.0%85.5%37.1%257.8%26.9%812.4%56.8%86.2%114.4% 64.4%64.3%24.6%247.2%12.1%69.3%78.7%86.1%41.4% 85.4%86.0%514.3%216.4%39.8%23.5%811.0%43.3%176.4% ------20.6%------00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 59Page 59 Q3g Provide water that is safe to drink Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 3961.1%12556.0%5144.9%4646.1%3035.9%17759.0%4132.1%1040.3%2842.3% 1726.2%7031.1%3531.1%3535.0%3541.4%8728.9%5140.1%1348.9%2029.8% 34.5%125.3%119.4%88.4%66.9%144.6%129.6%13.9%1015.2% --104.3%97.7%66.4%45.2%72.3%1411.1%14.1%23.6% 58.2%62.7%86.8%44.1%910.2%155.1%75.5%12.8%69.0% --10.6%----00.4%00.1%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 60Page 60 Q3g Provide water that is safe to drink Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2959.2%18143.3%4256.7%1150.6%6354.8%1261.9% 816.9%14133.8%2229.7%833.6%3127.0%734.1% 36.4%399.3%56.2%14.1%43.1%-- 612.2%286.8%11.8%16.4%75.7%-- 24.7%276.4%45.2%15.3%98.0%13.9% 00.6%20.5%00.4%--21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 61Page 61 Q3h Provide water that is free of color and odor Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 33851.9%31957.8%813.3%5248.5%27754.0%25251.4%7160.2%18057.0%15449.3% 22134.0%18433.4%2336.5%3431.8%17434.0%16633.7%3731.4%9831.1%11035.2% 487.4%356.3%1319.9%87.9%377.2%397.9%43.7%227.0%227.2% 243.7%50.9%1626.1%66.0%142.7%183.7%43.1%103.3%123.8% 162.4%81.4%23.5%54.5%112.1%132.6%21.6%41.2%123.8% 30.5%10.1%00.7%11.3%--30.6%--10.3%20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 62Page 62 Q3h Provide water that is free of color and odor Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 738.2%1450.2%2056.4%2136.8%4864.6%6567.1%7056.7%30253.8%3343.6% 839.7%1138.2%822.5%3255.4%1824.1%2323.6%4436.1%18633.1%3140.7% 13.8%13.0%39.1%12.4%44.8%88.4%75.6%407.2%78.9% 212.8%--26.6%23.3%56.1%10.9%11.0%183.2%45.8% 15.5%28.6%25.4%00.8%00.4%--10.6%142.5%11.0% ------11.3%------10.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 63Page 63 Q3h Provide water that is free of color and odor Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1559.1%3158.8%2145.2%2762.3%1230.5%5443.1%17855.8%31152.4%2361.9% 832.5%1529.2%1429.5%1430.7%1436.8%4838.7%10833.8%21035.4%513.0% 26.6%34.8%48.7%24.3%719.5%1411.3%175.3%427.0%38.1% 01.8%36.6%35.7%00.6%37.0%54.4%92.9%162.8%410.8% --00.6%49.3%12.1%26.2%32.0%51.7%132.2%26.2% ----11.6%----10.6%20.6%10.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 64Page 64 Q3h Provide water that is free of color and odor Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 9466.5%6547.7%2567.1%14945.8%1954.1%2744.4%3648.2%6952.3%15961.1% 3222.7%5237.9%820.7%12738.9%1339.3%2539.6%2937.8%4836.7%7127.5% 53.2%139.4%37.1%288.7%13.6%711.3%22.2%86.3%155.6% 64.2%64.3%11.9%113.5%12.9%34.2%67.8%42.7%62.2% 53.4%10.7%13.1%92.7%--00.5%34.2%32.0%93.3% ------10.4%--------10.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 65Page 65 Q3h Provide water that is free of color and odor Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 4265.7%13660.8%5448.2%4343.2%3945.9%17458.2%6148.1%1559.1%2944.2% 1828.0%6127.3%3834.1%4040.2%3946.5%9431.2%4636.8%1037.8%2943.1% 10.9%146.2%108.5%1313.1%33.7%186.0%97.0%01.8%68.5% 00.4%94.0%54.4%32.7%22.7%51.8%75.9%01.3%-- 34.9%41.7%54.2%10.8%10.7%82.8%10.7%--34.2% ----10.6%--00.5%--21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 66Page 66 Q3h Provide water that is free of color and odor Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2961.1%20348.5%4762.8%1148.7%6657.2%1157.8% 714.8%15436.8%1925.7%940.7%3227.8%632.6% 49.2%296.9%45.3%29.4%1210.6%16.6% 612.2%184.2%22.4%01.1%54.0%-- 00.6%133.0%22.8%--00.2%13.1% 12.1%20.6%11.0%--00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 67Page 67 Q3i Provide sufficient water pressure Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 34653.1%31456.9%1930.7%4441.3%28856.2%24950.7%7765.3%18959.8%15148.5% 21032.2%17732.2%2235.0%3330.9%16432.1%16533.7%3126.1%8928.1%10834.7% 436.7%346.2%914.1%87.6%356.9%357.1%43.5%206.2%216.7% 345.1%183.3%1218.2%1715.4%152.9%295.9%43.0%134.2%185.8% 152.3%61.2%11.9%43.7%91.8%102.0%32.2%41.2%113.7% 40.6%10.3%--10.9%10.1%30.7%--20.5%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 68Page 68 Q3i Provide sufficient water pressure Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 1052.1%1451.7%2260.6%2442.6%4358.3%6466.3%6855.3%30454.2%3546.2% 631.2%726.3%1028.4%2646.1%2533.8%2526.3%3831.0%17230.7%3343.9% 313.8%312.4%411.0%23.8%56.9%43.8%86.4%397.0%45.4% 01.3%01.0%--23.8%00.6%33.3%43.3%315.5%23.1% 01.6%28.6%--12.4%00.4%00.3%54.0%142.4%11.4% ------11.3%------10.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 69Page 69 Q3i Provide sufficient water pressure Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1559.3%3159.9%2451.6%2659.3%1744.8%6249.9%17053.1%31653.2%2155.2% 831.5%1528.4%1124.0%1534.4%1538.3%3830.7%10733.6%18931.9%1436.6% 12.8%23.4%715.7%23.7%01.2%118.7%216.5%437.2%11.9% 01.8%46.9%25.1%--513.3%118.4%113.6%315.3%-- 14.6%11.4%12.0%12.7%12.4%32.1%82.4%122.1%26.2% ----11.6%----00.2%30.8%20.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 70Page 70 Q3i Provide sufficient water pressure Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 8560.2%7756.5%2260.0%15547.4%1956.4%2743.2%4053.2%6549.6%16161.9% 3826.9%4835.1%820.5%11635.5%1233.7%1931.1%2127.8%4735.8%7328.2% 75.1%64.1%36.9%288.6%26.4%914.8%34.2%1410.9%103.9% 106.9%21.6%38.3%175.4%12.6%57.3%912.0%53.7%72.7% 10.4%42.7%24.3%92.9%00.8%23.6%22.8%--72.9% 10.5%----10.3%--------10.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 71Page 71 Q3i Provide sufficient water pressure Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 4265.5%13057.9%5246.3%5252.4%3844.6%18160.5%6047.4%1455.0%3146.6% 1827.5%5524.6%4439.1%3333.5%3743.6%8227.2%4233.6%1141.1%2740.9% 12.2%188.1%65.5%87.6%77.8%175.7%108.1%--68.9% 11.1%136.0%76.4%54.6%21.9%123.9%86.0%12.8%22.9% 23.7%73.0%22.0%21.8%22.1%72.5%43.5%01.1%00.7% --10.3%10.6%----10.2%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 72Page 72 Q3i Provide sufficient water pressure Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2450.3%21050.1%4257.0%1355.9%7060.9%1052.7% 1327.8%14534.6%2128.6%730.2%2924.9%839.2% 24.9%286.6%44.8%210.6%98.0%12.6% 613.4%245.7%56.2%13.4%43.8%-- 11.6%112.6%11.4%--22.1%15.5% 12.1%20.5%11.9%--00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 73Page 73 Q3j Offer good value for the cost of water services Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 14221.8%14125.5%--2019.0%11722.8%9519.4%3832.0%6721.1%7423.6% 22534.5%21038.1%914.9%3734.6%18135.4%17034.7%4235.8%11636.7%10132.5% 14422.1%12021.8%1219.1%1716.2%11722.8%12224.9%1512.8%6821.4%6821.9% 8813.6%386.9%4165.2%2624.1%5410.6%6813.9%1411.5%3812.1%4614.6% 487.4%397.1%10.9%65.9%418.1%326.6%86.8%268.1%216.7% 40.6%40.6%--00.3%20.3%20.4%11.2%20.5%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 74Page 74 Q3j Offer good value for the cost of water services Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 523.6%519.5%1130.2%1118.7%2229.8%2020.5%2620.7%11921.2%2127.5% 420.2%827.9%925.7%2035.6%2533.4%4142.3%4939.8%19835.3%2431.4% 210.0%415.2%924.9%1526.9%1519.8%2425.1%2621.1%12221.7%1723.1% 843.8%311.5%38.1%610.3%810.3%33.1%1511.8%7312.9%1216.0% 02.4%725.8%411.0%58.6%56.7%99.0%65.1%468.2%22.1% ------------21.6%40.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 75Page 75 Q3j Offer good value for the cost of water services Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 416.7%1731.8%1022.6%1021.8%820.1%2520.0%6821.3%13322.4%411.1% 934.3%1529.1%1838.8%1637.3%1230.9%3427.1%12137.7%20734.8%1437.9% 624.0%1222.7%714.9%1022.7%1128.7%3729.8%6119.1%13022.0%1129.2% 416.2%815.4%919.3%24.3%513.2%1814.6%4213.2%7612.7%411.7% 28.9%11.0%11.5%613.9%12.0%108.3%288.6%447.3%410.2% ----12.9%--25.0%00.2%00.1%40.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 76Page 76 Q3j Offer good value for the cost of water services Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 3726.2%2820.4%616.5%6620.4%926.8%1523.5%1216.1%3526.5%5822.2% 5639.3%5439.3%1129.9%10431.9%824.8%1523.7%3241.7%4433.2%9637.0% 2819.7%3324.3%717.8%7623.2%823.7%1523.5%1722.9%3224.3%5119.8% 1611.3%107.4%821.1%5015.4%411.7%1524.1%1316.9%129.2%269.9% 53.4%128.7%411.1%278.4%39.0%35.2%22.5%75.4%2810.9% ----13.6%20.8%14.0%----21.5%00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 77Page 77 Q3j Offer good value for the cost of water services Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 1421.1%5223.3%1815.9%2929.2%1618.4%8026.7%2116.6%26.7%1421.1% 2741.6%7232.2%4842.4%2424.6%3237.3%9431.5%4535.4%1766.9%2233.0% 58.3%5022.2%2723.8%2525.8%2023.3%5919.7%3124.8%413.7%1928.1% 69.8%3415.2%1110.1%1414.4%1012.3%3611.9%2318.5%311.5%69.3% 1219.2%167.1%97.6%32.7%78.6%3110.2%43.2%01.1%46.4% ----00.2%33.3%----21.5%--12.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 78Page 78 Q3j Offer good value for the cost of water services Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 815.9%7818.7%1216.2%730.6%4236.0%314.9% 2041.5%14634.9%3141.6%941.9%3227.8%631.1% 1326.8%10023.9%1620.9%314.7%2017.6%524.8% 48.9%6214.9%1012.8%311.7%108.9%317.3% 36.4%307.2%68.5%01.1%98.0%211.9% 00.6%20.5%----21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 79Page 79 Q3k Provide good customer service Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 27842.7%26447.8%1116.9%4239.4%22443.7%20541.8%5345.2%13843.7%13643.7% 20331.2%17531.6%2235.0%4239.4%15329.8%15932.5%2924.8%9931.5%9028.9% 314.7%132.4%1218.5%87.9%183.5%255.2%32.5%196.0%123.8% 111.7%20.3%811.9%76.9%30.6%102.0%10.7%61.8%51.6% 12018.4%9617.5%913.6%65.4%10921.2%8316.8%3126.6%5015.9%6320.2% 91.4%20.4%34.2%10.9%61.2%81.7%00.2%31.1%61.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 80Page 80 Q3k Provide good customer service Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 630.7%1345.7%1746.4%1934.0%3749.6%4748.3%5443.5%24142.8%3445.1% 423.5%931.3%720.5%2441.6%2634.5%3334.3%3629.4%17731.6%2127.5% 423.0%14.8%515.3%24.1%45.1%22.3%21.4%274.8%44.8% 01.3%01.0%24.7%23.3%11.3%00.5%10.7%81.5%23.3% 420.0%517.2%513.1%814.5%79.6%1414.7%2923.5%10118.1%1418.9% 01.4%----12.4%----21.4%61.2%00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 81Page 81 Q3k Provide good customer service Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1144.2%3159.5%2144.7%2250.4%923.1%4233.7%14144.3%25342.6%1744.3% 728.5%916.6%919.0%1023.5%2257.2%5544.1%9128.5%18831.8%1231.7% 12.8%24.2%918.9%25.0%12.7%43.4%123.7%305.1%00.7% 13.5%11.0%24.1%----54.0%30.8%101.7%-- 521.0%1018.7%612.1%921.1%616.9%1612.8%6721.0%10517.7%922.6% ----11.2%----32.1%61.8%71.1%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 82Page 82 Q3k Provide good customer service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 7553.0%6144.7%1128.2%12538.2%1339.1%2641.3%2431.9%5844.4%13050.0% 3625.2%4935.8%1130.5%10632.6%1131.5%2337.3%2634.9%4232.0%7127.3% 64.0%53.5%00.7%206.2%--34.7%79.7%54.1%134.9% 43.0%00.2%01.2%61.8%12.6%23.5%56.3%21.3%00.2% 2014.3%2115.3%1539.4%6419.5%926.0%812.7%1317.3%2418.2%4115.9% 10.5%10.5%--61.7%00.8%00.4%----41.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 83Page 83 Q3k Provide good customer service Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2640.6%11049.0%4943.2%3939.9%3237.6%13545.2%5745.4%1040.7%2842.1% 2133.4%5022.1%4035.3%3636.4%3541.0%8729.1%4032.0%933.4%2537.9% 10.8%208.9%54.0%21.8%44.2%134.2%118.5%--23.6% --41.9%22.1%22.1%11.5%51.6%32.6%--12.0% 1421.8%3716.4%1714.9%2019.8%1315.2%5719.1%129.8%725.9%812.8% 23.4%41.6%10.5%--00.5%30.9%21.7%--11.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 84Page 84 Q3k Provide good customer service Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 1836.5%16339.0%3648.0%1147.6%5951.6%943.5% 1836.4%14735.1%2128.1%524.1%2320.2%632.8% 36.1%235.6%68.6%01.1%10.5%01.5% 00.9%81.9%00.4%01.1%21.6%02.4% 918.0%7317.5%1012.9%626.0%2824.0%315.8% 12.1%41.0%11.9%--22.1%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 85Page 85 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 12318.8%11921.6%34.3%1413.5%10119.7%9519.3%2218.6%5517.6%6621.3% 16425.2%14826.8%1421.5%2927.3%13426.1%13427.3%2017.2%9128.8%6922.3% 9314.3%7313.2%1117.7%1716.1%7113.8%7515.3%1310.8%4213.4%4514.5% 436.6%234.2%1727.6%1917.4%203.8%357.1%75.9%288.9%123.8% 21232.5%17732.2%1828.2%2422.6%17934.9%13928.3%5345.3%9028.6%11135.7% 162.5%112.0%00.7%33.0%91.7%132.7%32.2%92.8%72.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 86Page 86 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 211.0%725.0%720.1%69.9%1419.1%2727.4%2016.1%10418.4%1924.6% 210.5%516.4%924.4%2239.0%2533.0%2727.9%3024.7%14125.2%1924.9% 523.8%519.7%823.5%916.3%1418.2%99.0%1512.1%8515.2%79.0% 313.7%15.2%25.5%46.2%57.0%21.6%86.4%356.3%810.5% 841.0%932.7%617.0%1525.4%1722.4%3333.7%4839.2%18432.7%2229.0% --01.0%39.6%23.2%00.4%00.5%21.6%122.2%22.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 87Page 87 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 519.5%814.3%919.2%818.5%718.9%1512.3%7022.0%11419.2%411.2% 519.3%713.2%1022.7%1328.6%717.6%4334.4%8024.9%15826.6%718.0% 28.4%1120.3%1531.5%715.1%25.4%2116.9%3611.4%9215.6%01.2% 416.2%35.3%12.7%00.6%1025.3%86.5%175.3%305.1%822.1% 934.8%2446.0%919.4%1432.9%1027.0%3628.9%10934.1%18831.7%1640.9% 01.8%00.9%24.5%24.3%25.8%11.1%82.4%111.9%36.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 88Page 88 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 4732.9%2115.0%616.5%4413.4%514.3%1117.0%810.4%2619.8%6224.1% 3725.9%4835.3%13.9%7823.9%616.8%1422.1%2026.1%3325.3%7227.8% 1510.5%1410.2%821.5%5617.1%617.3%1523.6%1013.2%2720.3%2610.0% 42.9%32.3%13.2%3410.6%12.9%69.0%811.1%96.6%72.7% 3927.8%5136.9%1849.4%10331.6%1544.8%1727.9%2938.1%3224.2%8833.7% --00.3%25.6%123.5%14.0%00.4%11.2%53.8%41.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 89Page 89 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 1523.5%4721.1%2724.3%1414.4%910.3%7424.7%1612.9%26.7%1522.5% 1016.0%6428.8%2320.2%2323.4%2934.2%7023.3%4938.4%728.8%1927.9% 57.3%3214.3%1412.0%2222.2%1719.5%3712.3%2016.1%28.5%1420.7% 46.7%125.5%00.4%88.4%1011.9%124.1%118.6%27.4%45.8% 2842.9%6629.4%4640.8%2727.7%1922.8%10535.2%2116.8%1248.6%1420.5% 23.4%21.0%32.2%43.9%11.3%10.4%97.2%--22.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 90Page 90 Q3l Provide rebate programs that encourage customers to purchase water-efficient appliances and devi Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 817.0%7518.0%1317.0%625.3%2420.9%523.3% 918.5%11928.4%2127.7%418.1%1714.8%418.3% 918.8%6214.8%1114.9%312.4%1311.5%421.1% 47.7%286.8%23.3%27.6%97.5%29.0% 1837.4%12429.6%2736.3%836.6%4740.4%628.3% 00.6%102.4%10.9%--54.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 91Page 91 Q3m Provide convenient hours of operation Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 27742.6%25846.7%1523.2%4340.5%22443.7%20441.7%5647.9%12639.8%14546.5% 20731.9%17231.1%2945.9%4339.7%15730.6%16433.5%2924.2%10232.3%9530.4% 335.0%213.9%711.8%98.7%193.8%295.9%21.6%175.4%165.0% 10.2%00.0%11.1%10.7%00.1%10.2%--10.4%-- 12519.1%9817.7%1117.5%119.9%10620.8%8517.3%3126.0%6520.6%5417.4% 81.2%30.5%00.4%10.5%51.0%71.4%00.2%41.4%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 92Page 92 Q3m Provide convenient hours of operation Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 844.0%1037.1%1747.8%2136.4%3951.9%4647.4%4436.1%24343.2%3242.2% 841.7%1139.4%718.7%2442.7%2330.4%2929.7%3730.4%17931.9%2532.8% ----411.7%57.9%45.7%44.0%86.5%295.2%34.4% 01.3%01.0%01.3%--------00.1%11.3% 211.6%622.5%720.5%610.6%912.0%1818.9%3326.4%10418.6%1418.9% 01.4%----12.4%----10.6%50.9%00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 93Page 93 Q3m Provide convenient hours of operation Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1144.1%2853.9%2042.4%1840.0%1127.5%4536.0%14545.4%25442.8%1540.7% 728.1%1121.3%1633.7%1738.4%1540.0%5241.9%8927.8%19432.8%1231.0% 01.8%48.2%25.1%--49.7%1511.7%72.2%294.9%25.0% 01.8%11.0%01.0%--------10.1%-- 624.3%815.6%817.3%921.6%922.9%1310.2%7122.3%11018.6%922.6% ----00.6%----00.2%72.2%50.9%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 94Page 94 Q3m Provide convenient hours of operation Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 6545.9%6346.2%923.1%13441.2%1337.0%2540.7%2432.0%5844.5%12849.3% 5236.5%4230.8%514.3%10733.0%1337.0%2033.0%3140.7%4332.5%7729.6% 32.0%21.7%411.5%237.1%01.3%46.9%56.8%107.5%62.2% --00.2%--10.3%01.3%00.4%----00.2% 2115.1%2820.4%1951.1%5617.2%822.6%1117.4%1620.5%2015.5%4617.6% 10.5%10.7%--41.2%00.8%11.5%----31.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 95Page 95 Q3m Provide convenient hours of operation Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 2945.6%11149.5%4237.3%3130.9%3440.0%13545.0%5442.8%1143.2%2335.2% 2030.5%6127.3%4035.7%4242.5%2933.7%8126.9%5442.5%934.9%2436.2% 00.7%62.9%87.4%54.7%78.3%175.6%21.9%01.8%811.4% --00.2%--00.3%00.5%--10.8%---- 1522.8%4218.9%2017.5%2121.7%1517.6%6722.2%118.4%520.2%1116.0% 00.4%31.3%22.0%----10.2%43.5%--11.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 96Page 96 Q3m Provide convenient hours of operation Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2347.9%16739.8%3851.1%1044.6%5446.8%842.2% 1123.8%14634.8%2331.0%627.2%2521.4%839.2% 48.9%286.8%11.9%--32.3%-- --10.2%--01.1%00.2%-- 918.9%7517.9%1114.9%523.0%3026.3%314.7% 00.6%20.5%11.0%14.1%32.8%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 97Page 97 Q3n Provide accurate billing statements Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 31348.0%30054.4%812.3%4138.6%26150.9%22445.7%7261.4%16351.5%14546.6% 22434.5%18934.2%2133.9%4138.2%17233.6%17736.1%2925.0%10031.7%11236.0% 446.8%315.5%1218.4%66.0%326.3%357.2%75.7%216.8%206.6% 213.3%101.9%914.2%119.9%112.1%173.5%21.7%103.3%113.4% 436.7%223.9%1118.2%76.7%356.7%336.6%76.2%185.8%216.6% 50.7%00.0%23.0%10.7%20.4%50.9%--30.8%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 98Page 98 Q3n Provide accurate billing statements Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 632.1%1451.4%1747.2%2136.5%4560.0%5556.7%5645.1%27548.9%3344.5% 1049.7%932.8%1438.2%2340.9%1622.0%3434.6%4838.9%19133.9%2837.0% 211.4%12.9%26.3%24.1%810.7%55.2%119.1%366.4%810.6% 15.1%01.6%12.9%611.3%23.2%--10.6%193.3%33.9% 01.6%311.2%25.4%47.1%34.1%33.5%64.8%396.9%34.0% ------------21.6%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 99Page 99 Q3n Provide accurate billing statements Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 1248.5%2954.9%1941.6%2352.2%1025.2%5040.3%17053.0%28147.4%2155.6% 934.0%1223.6%1737.0%1635.3%2155.4%5443.0%9630.0%21035.4%1129.3% 310.5%59.5%37.2%25.4%36.5%1310.5%154.7%437.3%12.4% 15.3%35.5%48.9%01.0%13.0%43.3%72.3%203.3%00.7% 01.8%36.4%25.3%36.1%24.9%32.6%299.1%366.1%512.0% --------25.0%00.2%30.8%30.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 100Page 100 Q3n Provide accurate billing statements Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 8962.7%6547.6%2464.3%12939.5%1955.2%2743.5%2837.6%6650.2%14756.6% 2920.2%5842.1%411.6%13340.8%1029.0%2134.5%3546.5%4433.3%7328.3% 149.6%42.8%411.5%226.9%37.6%915.3%67.4%107.4%145.5% 42.7%32.0%37.5%123.6%13.4%23.1%67.6%11.1%82.9% 74.8%75.4%25.1%278.4%24.7%23.6%10.9%107.9%176.5% ------30.9%--------00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 101Page 101 Q3n Provide accurate billing statements Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 3554.7%12656.3%5246.0%3838.9%3238.3%17156.9%5039.5%1351.6%2740.6% 1828.1%5926.5%4337.9%4343.6%4047.5%8428.1%5240.8%1040.9%2943.1% 57.1%125.4%43.8%1312.8%66.7%186.1%118.7%--811.4% 00.4%83.6%86.9%00.5%33.7%93.0%97.0%--00.7% 69.7%188.2%54.7%22.3%33.7%185.9%32.4%--23.6% ----10.6%21.9%----21.5%27.4%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 102Page 102 Q3n Provide accurate billing statements Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not t oanswer 48 419 74 23 115 20 2143.4%17942.7%4256.2%1254.7%7262.6%838.4% 1837.8%15937.9%2230.0%732.4%2824.5%840.5% 48.9%378.8%10.9%01.1%54.2%16.6% 00.6%174.0%22.4%12.3%21.9%02.4% 48.9%245.6%810.5%29.4%76.3%212.1% 00.6%41.0%----10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 103Page 103 Q4a Cell phone Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 30.5%30.6%00.4%11.4%20.4%20.5%10.6%10.3%20.8% 21933.6%19435.2%1727.2%3431.8%17634.4%16032.6%4840.9%12038.1%9430.0% 13120.2%11520.8%1016.3%2522.9%9819.1%9719.7%2722.8%5818.3%6621.1% 12018.4%10018.2%1117.4%1210.8%10320.2%9118.6%1916.0%5818.4%6019.1% 14322.0%11120.1%2234.6%3028.0%10420.3%11824.0%1714.3%5918.6%7624.3% 264.0%234.2%23.0%43.4%224.4%183.8%43.2%165.1%103.2% 91.3%61.0%11.1%21.6%71.3%40.8%32.2%41.2%51.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 104Page 104 Q4a Cell phone Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----00.8%--11.0%----30.6%-- 630.3%622.4%1952.5%1323.3%3141.9%3132.5%4133.5%18633.1%2735.9% 525.2%621.1%24.6%1118.8%1317.0%1616.9%2822.6%11220.0%1925.1% 314.0%39.9%719.7%814.1%1419.4%2324.2%1814.9%10819.3%1114.4% 630.5%725.7%821.3%2034.4%1013.5%2121.6%3225.9%12221.7%1520.3% --413.9%01.3%59.4%34.6%54.8%21.6%234.1%23.0% --27.0%----22.6%--21.5%61.1%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 105Page 105 Q4a Cell phone Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 01.8%00.5%01.0%----00.2%20.6%30.6%-- 1144.8%2344.6%1329.0%1737.6%1232.4%2923.6%11235.2%19733.2%1538.2% 29.7%1019.6%1327.6%818.6%820.0%2621.1%6419.9%12220.6%38.9% 312.1%48.2%1226.2%716.6%820.2%2418.8%6219.3%11118.7%821.8% 728.0%917.1%715.2%1021.8%1026.2%3830.5%6219.4%13222.3%719.1% 01.8%47.4%01.0%25.5%01.2%53.9%134.2%233.9%11.9% 01.8%12.6%------22.0%41.4%40.7%410.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 106Page 106 Q4a Cell phone Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 21.7%--00.7%10.2%00.8%--00.4%00.3%-- 4833.6%5439.1%1642.8%9930.4%1748.7%2641.8%1824.3%3929.5%9737.2% 3121.7%2921.4%615.3%6419.5%721.7%1118.3%1924.7%3324.9%4517.3% 2618.3%2518.4%820.9%6118.7%39.6%1220.0%1417.9%2216.7%5119.5% 2114.6%2719.7%615.4%8826.9%25.7%1218.7%2229.6%3325.3%5019.2% 107.3%21.5%24.8%92.8%38.2%00.4%23.1%43.3%135.1% 42.8%----51.4%25.3%00.7%----41.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 107Page 107 Q4a Cell phone Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 --00.2%00.2%00.5%00.3%10.2%10.6%---- 2844.4%8136.3%2926.1%2525.0%3541.3%9832.7%4334.0%1142.9%2030.2% 57.7%4218.7%3127.6%2928.9%1720.1%6120.3%2419.1%417.0%1319.9% 1218.0%5022.4%2421.0%1313.4%910.4%6321.2%2721.2%29.2%1015.5% 914.7%3616.0%2421.1%3232.3%2327.0%5819.3%2822.5%622.3%1827.3% 69.2%135.7%43.3%----124.1%32.0%28.5%57.1% 46.0%20.7%10.6%--10.9%62.2%10.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 108Page 108 Q4a Cell phone Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --30.7%----10.5%-- 1736.1%13732.6%2837.6%522.7%4336.9%733.4% 918.1%8520.3%1216.8%730.2%2320.0%419.8% 715.3%8821.0%1520.2%210.6%1311.3%16.8% 1224.3%8821.1%1418.7%731.3%2723.5%632.1% 35.6%133.0%45.7%15.3%65.4%27.9% 00.6%51.2%11.0%--32.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 109Page 109 Q4b Electricity Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 50.7%50.8%--10.7%40.7%40.9%--20.7%20.8% 7511.6%6912.5%34.7%1715.9%5510.8%5210.6%2016.8%3912.2%3410.9% 8613.1%8014.4%35.2%1110.1%7214.0%6513.1%1513.0%5116.2%3411.0% 10215.7%9016.3%914.4%1110.1%8817.1%7314.8%2319.4%4715.1%5216.6% 36656.3%29453.2%4672.0%6459.3%28154.8%28959.0%5748.4%16753.1%18158.0% 132.0%122.1%22.6%32.9%102.0%61.3%21.9%62.0%72.3% 40.6%30.6%11.1%10.9%30.5%10.3%00.4%20.7%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 110Page 110 Q4b Electricity Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----12.0%--22.6%----50.8%-- 17.1%13.6%514.7%916.3%1014.0%87.8%1310.6%6712.0%67.6% 211.7%932.1%821.9%813.4%1317.1%1313.8%1310.8%6812.2%1722.4% 316.9%311.9%823.2%916.1%1013.0%1819.1%1915.3%8615.3%1317.9% 1262.0%1452.4%1438.2%2950.8%3647.7%5456.2%7762.6%32157.1%3749.4% 02.4%----23.3%23.1%33.2%00.4%122.2%11.4% --------22.6%--00.4%20.4%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 111Page 111 Q4b Electricity Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%------10.6%20.6%50.8%-- 624.6%814.5%49.6%24.6%24.1%1613.2%3711.6%7011.8%24.3% 27.9%713.5%1123.7%510.3%614.9%97.3%4614.4%8013.4%39.0% 27.4%815.9%920.3%1023.7%513.5%2015.8%4714.8%9015.1%821.1% 1456.6%2751.8%2145.4%2658.3%2565.2%7660.9%17755.3%33656.7%2258.6% 01.8%00.6%01.0%13.1%12.4%21.7%82.4%122.0%11.9% 01.8%--------10.6%30.8%10.2%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 112Page 112 Q4b Electricity Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 21.3%----30.8%--00.7%22.9%---- 2014.1%1611.9%513.5%3310.2%822.1%812.7%34.3%129.1%3312.7% 1611.1%2115.2%25.1%4714.4%310.0%915.2%56.6%2014.9%4015.4% 2718.8%1611.9%1027.2%4714.5%513.8%812.9%1418.3%1511.2%4517.3% 6848.2%8360.3%1849.4%19158.6%1750.6%3556.6%5167.3%8162.1%13451.6% 64.2%10.7%24.8%41.2%12.1%11.1%00.6%42.7%62.2% 32.2%----10.2%01.3%00.7%----20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 113Page 113 Q4b Electricity Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 --------33.1%--32.1%---- 1015.0%3314.6%86.7%65.6%1011.6%3010.1%1511.7%518.7%711.2% 913.5%3415.1%1412.6%1515.5%910.5%3411.4%2923.1%27.0%34.7% 1219.5%3214.5%1815.6%1716.7%1315.7%4816.0%1713.3%622.3%1522.6% 2945.6%12153.8%6860.5%6162.2%4957.6%18060.2%5745.4%1351.9%3857.1% 23.4%52.0%54.6%--10.9%51.7%53.7%--34.5% 23.0%------00.5%20.6%10.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 114Page 114 Q4b Electricity Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --41.0%----00.2%-- 918.3%4410.6%811.3%521.1%1412.2%418.4% 1224.0%6315.1%44.7%29.4%1412.2%312.8% 25.0%7116.9%1012.9%418.9%1613.9%28.2% 2552.7%22754.2%4966.3%1149.4%6758.3%1258.2% --61.5%44.7%01.1%32.6%02.4% --30.8%----10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 115Page 115 Q4c Cable or satellite TV Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 40.5%40.6%--11.3%20.4%30.7%00.2%10.2%30.9% 599.1%529.5%58.5%1413.3%448.6%418.4%1512.9%3210.3%227.0% 7711.8%6712.1%69.7%1614.5%5610.9%5611.3%1512.6%3310.4%4113.2% 11016.8%9717.5%812.9%109.1%8917.5%8116.5%1815.6%6219.5%4815.4% 33551.4%27249.3%3860.4%5248.8%26852.3%26854.6%5143.0%15649.4%16653.2% 609.3%549.9%47.0%1210.8%489.4%387.7%1714.5%309.4%289.0% 71.1%61.1%11.6%22.3%50.9%40.8%11.2%30.8%51.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 116Page 116 Q4c Cable or satellite TV Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----01.3%------00.2%30.6%-- 211.6%12.0%24.3%23.9%1216.2%76.7%129.4%488.5%912.3% 423.1%39.6%616.6%610.8%56.9%77.5%2015.8%6812.1%912.0% 315.2%12.6%514.1%916.4%2229.3%1920.1%1814.4%9416.7%1621.2% 736.7%2073.3%2055.8%3255.2%2735.8%5759.2%6149.6%29251.9%3343.4% 313.4%310.6%26.6%813.7%78.9%66.2%1310.2%539.4%68.5% --11.9%01.3%--22.9%00.3%00.4%50.9%22.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 117Page 117 Q4c Cable or satellite TV Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 ----12.0%----10.6%20.6%30.5%-- 416.9%510.3%613.0%48.0%411.6%118.5%257.7%549.1%26.4% 416.4%610.7%918.7%49.3%718.8%75.9%4012.4%7312.3%36.9% 519.6%1121.0%817.1%919.6%922.6%2015.8%4915.2%9916.7%819.9% 934.6%2242.9%1633.7%2046.3%1641.1%8165.0%17053.3%30651.6%1847.0% 310.7%815.1%510.3%715.7%25.9%43.6%319.8%539.0%614.8% 01.8%--25.3%01.0%--10.6%31.0%50.8%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 118Page 118 Q4c Cable or satellite TV Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 21.3%----20.5%01.3%11.2%------ 1510.3%1611.9%24.6%267.9%617.1%710.9%79.1%86.2%228.3% 1410.2%128.7%38.3%4714.5%38.2%711.1%1114.8%1612.0%3011.4% 2014.0%2820.5%719.6%5216.1%412.2%710.9%1216.0%3022.6%4919.0% 6747.3%7151.6%1949.8%17352.9%926.8%3454.3%3952.1%6750.9%13351.1% 2115.0%107.3%617.0%226.8%1133.0%710.8%68.0%118.1%238.7% 31.9%--00.7%41.3%01.3%10.8%--00.3%41.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 119Page 119 Q4c Cable or satellite TV Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 ------00.5%00.5%--10.7%01.1%-- 46.9%2410.6%108.7%66.3%66.8%237.7%1512.1%311.3%68.7% 57.5%209.1%1513.2%2221.8%1011.3%3210.7%129.8%520.5%811.9% 1016.1%4319.1%1412.8%1313.3%2529.0%5518.3%2822.3%13.5%1116.1% 3148.6%11451.1%6053.7%5151.5%3642.7%16354.3%5443.0%1455.1%3653.7% 1117.9%2210.0%119.5%66.3%89.1%258.3%129.5%28.5%69.6% 23.0%00.1%22.1%00.3%10.6%20.8%32.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 120Page 120 Q4c Cable or satellite TV Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --30.8%----00.2%-- 510.0%409.5%811.3%15.7%87.1%17.0% 815.7%5413.0%68.7%16.4%119.6%317.2% 817.3%7217.1%1013.9%312.4%2219.1%313.2% 2142.9%21150.3%4256.2%1358.4%5850.3%1154.9% 714.1%338.0%79.8%415.9%1512.9%15.1% --61.3%--01.1%10.7%12.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 121Page 121 Q4d Trash collection Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 50.7%30.5%23.0%32.5%20.4%40.9%00.2%41.4%00.1% 30747.1%27048.9%2336.1%5248.9%23846.5%22646.0%6756.7%16251.3%13944.5% 12018.4%9517.3%1727.3%2221.0%9518.5%9018.3%2017.4%4414.0%7323.5% 10616.2%9216.6%812.1%1110.2%9017.6%8216.8%1512.8%4915.5%4815.4% 8713.3%6812.4%1015.0%1412.7%6713.1%7415.1%108.1%4012.7%4113.1% 213.3%183.3%34.9%33.2%153.0%112.3%54.0%113.6%92.9% 60.9%50.9%11.6%21.6%40.9%30.7%10.8%51.5%10.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 122Page 122 Q4d Trash collection Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----00.8%23.3%22.6%--00.2%50.9%-- 841.1%1036.3%1543.2%2543.5%4560.0%4647.5%6553.0%26346.8%4357.4% 421.7%518.5%617.5%1220.5%67.9%2122.1%2621.3%10418.6%1317.5% 29.2%620.4%513.3%1017.6%1216.6%1616.2%1815.0%9416.7%911.9% 525.4%723.9%925.3%59.5%45.4%1111.0%108.2%7313.1%57.1% 12.6%01.0%--35.5%45.0%32.9%21.9%183.1%44.8% --------22.6%00.3%00.4%50.8%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 123Page 123 Q4d Trash collection Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%01.0%----22.0%--50.8%-- 1557.3%2649.9%1635.8%2351.6%1848.1%5342.5%15548.6%27846.9%2052.5% 415.9%1529.4%1226.5%49.7%717.4%2217.7%5517.2%11319.1%39.1% 27.7%59.8%816.9%716.7%616.8%2519.8%5216.3%9716.3%616.8% 310.3%35.8%714.6%817.2%614.7%1915.0%4213.3%7713.1%512.7% 27.1%11.4%25.2%24.8%13.0%32.6%103.0%193.2%13.8% 01.8%--------10.6%51.6%40.6%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 124Page 124 Q4d Trash collection Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 ------51.5%--00.4%45.4%---- 7653.7%5943.0%2259.7%14544.5%1748.6%2642.6%3647.6%6045.6%13150.5% 3021.2%2518.5%615.1%5918.0%618.7%710.6%1722.9%2720.6%4918.7% 1812.7%3022.0%614.8%5215.9%823.7%914.7%1115.1%2620.2%3814.8% 106.7%1812.9%38.0%5316.2%12.9%1727.8%45.4%129.5%3111.9% 53.3%53.6%12.4%103.0%24.8%23.9%33.6%54.1%72.7% 32.4%----30.9%01.3%------41.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 125Page 125 Q4d Trash collection Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 --20.9%--00.5%22.6%20.6%32.1%01.1%-- 3148.5%11551.5%4640.9%4949.2%3844.3%14749.2%5745.3%2284.1%2639.8% 1320.6%4319.1%2320.6%1717.3%1821.1%6120.2%2419.2%14.6%1015.7% 1015.4%2310.3%2421.0%1514.7%1921.9%4113.6%2015.9%12.1%1522.0% 35.0%3113.6%1412.6%1716.9%89.6%3511.6%1411.1%28.1%1319.5% 57.5%104.5%33.1%11.4%00.5%113.8%64.6%--22.9% 23.0%00.1%21.8%----31.0%21.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 126Page 126 Q4d Trash collection Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --41.0%----10.5%-- 2144.3%20849.7%2938.9%1251.7%4942.6%945.2% 918.2%7718.4%1418.7%521.9%2017.2%420.7% 1021.1%7016.8%1013.8%418.9%1614.1%422.6% 816.4%5011.9%1317.6%15.3%2017.7%211.3% 00.1%61.5%710.0%01.1%76.3%00.3% --30.8%11.0%01.1%21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 127Page 127 Q4e Sewer Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 20.3%20.4%--00.3%20.4%20.4%00.3%20.7%-- 20832.0%19936.0%47.1%3129.3%16632.5%15030.5%4840.8%10432.8%9931.7% 11117.0%9316.9%1320.5%2018.8%8717.0%8617.4%1916.1%5015.8%6119.5% 11317.4%9417.0%813.2%1413.1%9518.5%8617.5%1916.4%5818.3%5216.8% 13921.3%9617.5%2945.9%2825.8%10219.9%11523.5%1714.1%6219.7%6520.9% 7411.3%6411.6%711.8%1211.6%5711.1%5010.2%1412.0%3711.8%3310.6% 50.7%40.6%11.6%11.2%30.6%20.4%00.4%30.8%20.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 128Page 128 Q4e Sewer Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ------00.6%22.6%----20.4%-- 629.4%621.2%1438.4%1424.0%2330.2%3839.4%5241.8%17330.8%3344.5% 423.4%830.1%515.3%915.0%1621.6%1819.1%1411.0%9617.0%1419.1% 315.5%415.1%37.1%1628.1%911.8%1818.4%2520.1%10218.2%1013.6% 526.1%519.8%925.3%916.2%1317.5%1313.2%1411.0%11620.7%1115.1% 15.7%28.9%513.9%916.1%1013.9%99.8%1915.8%7012.5%34.5% --14.9%----22.6%00.3%00.4%20.4%23.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 129Page 129 Q4e Sewer Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%----00.8%----20.4%-- 935.5%2344.7%1329.2%1534.4%1334.9%4032.1%9429.4%19132.1%1025.6% 520.8%713.3%1020.8%818.2%717.4%1915.4%5517.1%10317.4%718.0% 26.6%47.4%1021.6%613.3%512.6%2822.0%5918.6%10317.3%1026.5% 625.0%917.8%918.7%1023.1%922.4%2922.8%6720.9%12120.5%821.0% 310.4%610.7%49.1%511.0%511.9%107.6%4213.2%7111.9%13.8% 01.8%12.6%00.6%------20.8%20.4%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 130Page 130 Q4e Sewer Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 ----00.9%20.6%--00.5%22.5%---- 4431.3%4633.8%1539.3%10131.0%1131.5%2337.2%2736.3%3526.8%8432.4% 2316.1%2619.2%39.0%5717.6%412.3%711.2%1925.0%2619.7%4417.1% 2718.7%1611.6%1027.6%6018.5%925.9%712.0%810.1%2619.6%4918.9% 3122.1%3021.7%49.5%6820.9%515.9%2032.9%1114.1%2519.4%4617.8% 1510.4%1913.7%513.7%3510.6%413.1%46.2%911.6%1914.5%3212.4% 21.3%----30.8%01.3%--00.4%--41.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 131Page 131 Q4e Sewer Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 ------00.3%22.3%00.1%21.5%---- 1929.8%6629.7%3127.8%3838.5%3136.4%10535.1%4132.2%934.6%1826.7% 1320.9%3716.6%1614.2%2121.7%1618.3%4815.9%2217.5%832.4%1116.3% 1117.2%4319.1%2724.1%88.1%1012.4%4615.4%2419.1%416.0%1726.0% 68.7%5122.7%2320.7%1717.7%2124.8%5518.4%2620.3%12.8%1724.9% 1320.5%2611.8%1412.0%1313.4%55.8%4314.4%118.3%414.1%46.1% 23.0%00.1%11.2%00.3%--20.7%11.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 132Page 132 Q4e Sewer Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --20.5%00.4%------ 1225.1%13532.3%2230.1%417.0%4437.9%315.8% 1530.9%8420.0%79.9%15.3%1513.4%314.5% 612.6%7618.1%1317.6%01.1%1714.8%734.2% 1225.6%10224.4%1621.5%--1513.4%524.6% 35.7%174.2%1520.5%1775.4%2218.8%210.8% --20.6%--01.1%21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 133Page 133 Q4f Water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 651 552 63 107 513 491 118 315 312 20.4%20.4%--00.4%20.4%20.5%--20.6%00.1% 20331.2%19435.2%57.2%2826.3%17033.1%13627.8%5546.4%10332.7%9630.9% 15824.2%14025.4%1016.2%3128.6%11722.9%12625.7%2621.8%7323.1%8025.5% 14622.4%12622.8%1015.9%1817.2%11923.2%11122.7%2319.5%6520.5%7724.7% 13220.3%8214.8%3859.7%2926.8%9518.6%11222.8%1210.4%6620.8%5517.7% 50.8%50.9%00.4%00.2%51.0%10.2%11.2%20.7%31.0% 50.8%30.5%00.7%00.4%40.9%20.4%10.8%51.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 134Page 134 Q4f Water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 19 28 36 57 75 97 123 561 75 --------22.6%----20.4%-- 841.4%724.5%1644.8%1628.3%2431.9%3435.4%3830.7%17431.1%2432.2% 315.1%311.1%719.0%1119.0%2432.6%2930.1%3124.8%13724.3%2026.1% 29.5%934.3%718.9%1119.4%1418.7%2222.9%3226.3%12922.9%1621.5% 633.9%829.1%617.3%1526.3%79.9%1111.6%2217.9%11019.6%1419.1% --01.0%--23.8%11.8%----50.9%00.3% ------23.2%22.6%--00.4%40.8%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 135Page 135 Q4f Water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 26 52 46 44 38 125 320 593 38 --23.6%01.0%--------20.4%-- 832.0%1936.0%1430.4%1431.6%513.5%2620.9%11736.5%18531.3%1231.1% 728.7%1120.3%1431.2%1636.9%1230.3%2721.6%7022.0%14424.3%924.3% 313.4%1427.0%714.9%510.7%1129.5%3427.5%7122.3%13522.8%821.0% 624.1%611.7%1022.5%920.8%1026.8%3528.2%5517.1%11819.9%718.6% --00.5%------21.7%30.9%50.9%-- 01.8%00.9%--------41.2%30.5%25.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 136Page 136 Q4f Water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 142 137 37 326 34 62 76 131 260 ------20.7%----22.5%---- 5136.2%4129.7%1436.8%9629.4%1542.5%2032.6%1520.0%3627.1%9737.2% 3021.0%3425.0%718.5%8526.0%616.4%1422.6%2938.5%4332.8%4517.3% 3222.9%4129.8%924.4%6218.9%823.7%1220.2%1417.9%3023.1%6424.8% 2417.1%2115.4%616.6%7723.5%516.1%1524.2%1621.1%2115.7%4918.8% 11.0%00.2%13.6%20.8%--00.4%--21.2%20.8% 31.9%----20.7%01.3%------31.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 137Page 137 Q4f Water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 64 224 113 99 85 300 126 26 66 ------00.5%22.3%--21.9%---- 2945.8%6729.9%3934.2%2323.0%2529.7%11036.9%4031.3%830.1%1014.6% 1218.8%6026.7%2219.6%3231.9%1922.1%6722.4%3326.0%936.8%2029.8% 1015.4%5223.0%2522.6%2121.6%2125.1%6722.4%2418.6%313.1%2131.8% 913.3%4419.5%2522.2%2222.7%1619.2%4916.3%2822.0%520.1%1421.0% 23.0%--21.4%00.3%11.6%31.0%00.2%--22.9% 23.7%20.9%------31.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 138Page 138 Q4f Water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Too low Reasonable A little too high Somewhat toohigh Much too high Not sure / NA Prefer not t oanswer 48 419 74 23 115 20 --20.6%-------- 1225.1%11327.0%2331.5%937.7%5244.7%630.5% 1428.9%11327.0%1318.1%731.7%2219.1%29.0% 1122.4%9723.1%2128.1%415.9%2118.3%317.4% 1123.6%8821.1%1621.4%313.6%1613.9%943.0% --20.5%--01.1%32.8%-- --30.7%11.0%--11.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 139Page 139 Q5 Estimated water cost per gallon Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 314.7%264.6%57.2%00.2%295.7%245.0%65.3%216.7%72.2% 142.2%112.0%34.6%21.9%122.4%142.9%00.4%61.8%72.2% 396.0%366.5%34.7%66.0%326.3%265.2%1311.1%257.8%123.7% 416.4%407.2%22.5%55.0%316.0%255.2%1210.5%289.0%134.1% 223.4%193.5%34.5%54.8%163.2%183.7%43.5%154.7%62.0% 7010.8%5810.4%1015.0%2019.0%509.7%5611.4%1310.8%309.6%4012.9% 37958.2%32959.7%2641.1%6157.3%30359.2%28658.3%6454.6%16251.4%20666.0% 548.3%336.0%1320.4%65.7%397.6%428.5%53.8%289.0%227.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 140Page 140 Q5 Estimated water cost per gallon Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 ----13.8%11.3%11.0%1110.9%64.8%264.7%45.6% 01.4%--00.9%12.4%--22.0%21.6%122.1%10.7% 14.1%--01.3%24.3%810.5%66.1%97.3%376.5%11.0% --311.5%37.9%35.1%1013.9%99.6%107.9%386.8%34.5% --27.9%25.3%35.4%00.6%33.2%53.8%223.9%00.4% 421.4%27.9%12.0%11.3%67.4%1818.4%1713.5%6010.7%912.5% 1260.3%1865.7%2776.8%4171.0%4560.9%4344.5%7056.9%32557.9%4661.9% 212.8%27.0%12.0%59.3%45.7%55.4%54.1%427.4%1013.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 141Page 141 Q5 Estimated water cost per gallon Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 15.3%00.5%--12.4%38.7%64.6%195.9%274.6%11.9% 12.3%--11.2%----21.9%113.4%142.4%-- 12.1%35.1%511.0%24.5%11.3%32.3%257.9%396.5%00.9% 13.5%46.8%48.3%37.7%513.2%86.3%175.2%355.9%615.6% 01.1%00.5%12.0%48.7%36.8%53.8%92.9%223.7%-- 414.9%712.9%817.3%613.5%718.8%1511.8%247.4%6511.0%411.2% 1352.6%3566.1%2247.7%2658.2%1949.9%7257.5%19260.2%34658.3%2360.4% 518.2%48.1%612.4%25.0%01.2%1511.8%227.0%457.6%410.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 142Page 142 Q5 Estimated water cost per gallon Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 96.2%75.1%13.6%144.2%14.0%23.1%--53.7%187.1% 21.5%64.0%11.4%61.9%--11.0%22.9%00.3%72.6% 2115.0%32.5%24.4%133.9%618.2%12.2%33.6%85.9%176.5% 75.0%1511.1%410.7%154.6%25.6%23.3%78.8%1410.6%166.0% 74.8%75.0%37.8%51.7%--23.1%78.8%32.3%104.0% 1711.8%1410.0%616.7%3310.1%39.8%1422.1%1013.6%1712.6%218.2% 6948.5%7856.9%1950.3%20964.3%1749.8%3657.9%4053.0%8060.9%15158.3% 107.3%75.5%25.1%319.4%412.6%57.3%79.4%53.6%197.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 143Page 143 Q5 Estimated water cost per gallon Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 22.3%177.7%65.1%33.3%--237.5%21.5%310.3%-- 00.4%62.9%22.1%11.3%00.4%62.0%21.9%01.1%-- 23.8%167.4%119.9%44.0%22.6%248.1%54.2%01.1%23.4% 23.0%167.4%54.3%1010.3%78.2%227.5%75.8%12.8%34.6% 23.7%83.6%32.3%54.8%33.4%144.8%10.6%--22.9% 813.2%156.7%1613.9%1414.1%1012.3%3913.0%139.9%312.6%69.0% 4062.4%13158.4%6154.3%5353.9%5767.8%15652.2%7760.7%1972.2%4568.1% 711.1%136.0%98.1%88.2%55.3%154.9%1915.4%--811.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 144Page 144 Q5 Estimated water cost per gallon Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other $.0 $.01 (correct) $.02 to $.05 $.06 to $.10 $.11 to $.20 More than $.20 Not sure Prefer not t oanswer 48 419 74 23 115 20 --153.7%56.8%15.3%75.9%211.9% 24.0%102.4%22.4%01.1%21.6%12.6% 12.2%215.1%57.1%16.4%86.8%314.5% 714.7%245.7%34.3%415.9%108.7%13.9% 24.9%143.4%44.8%28.3%21.6%02.4% 510.9%5011.9%1012.9%312.4%87.1%-- 2960.6%24357.9%4357.8%1045.3%7363.1%1052.8% 12.8%4210.0%33.9%15.3%65.2%211.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 145Page 145 Q6 Opinion of water value Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 651 552 63 107 513 491 118 315 312 16725.6%16029.0%57.7%2523.1%13626.6%12024.4%3933.4%8426.6%8126.0% 18528.4%17130.9%68.8%2927.2%14828.9%14228.9%3227.0%8326.2%9530.6% 18027.6%15928.8%1015.6%2725.0%14528.4%13427.4%3428.6%8928.4%8427.1% 538.1%264.8%1625.7%109.7%366.9%449.0%54.2%3310.6%175.3% 233.5%61.1%1624.9%65.3%163.2%183.6%21.9%103.1%92.8% 345.3%224.1%813.4%76.2%244.8%234.7%54.2%144.3%196.1% 101.5%71.3%23.9%43.5%61.2%91.9%10.7%30.8%62.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 146Page 146 Q6 Opinion of water value Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 19 28 36 57 75 97 123 561 75 523.9%727.2%1129.8%59.3%2331.2%3132.5%4335.2%15127.0%1317.9% 419.2%933.4%1439.4%2237.8%2027.2%3637.6%3024.7%15627.9%2532.6% 945.5%725.1%38.2%2544.2%2027.3%2223.1%3226.2%15627.9%2229.3% 17.1%01.6%38.3%00.8%23.2%33.6%107.9%386.7%1114.4% --12.2%01.3%23.3%22.6%00.5%53.7%193.3%22.5% 01.6%27.0%411.7%34.6%33.7%32.8%32.3%325.8%11.6% 12.8%13.5%01.3%--45.0%----91.6%11.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 147Page 147 Q6 Opinion of water value Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 26 52 46 44 38 125 320 593 38 725.5%1630.1%1020.6%1023.0%718.8%2419.2%9329.2%15526.1%1230.4% 830.4%1528.3%1736.4%1329.9%1435.2%3427.2%8526.5%17229.0%1025.6% 728.1%1121.5%1226.2%1637.0%614.5%3830.6%8928.0%16427.6%924.6% 28.9%612.4%24.1%25.4%717.9%108.1%237.1%437.3%410.1% 13.5%11.4%24.1%01.0%11.8%75.4%113.5%193.1%01.2% 13.5%36.2%36.2%01.0%511.8%86.3%144.5%325.4%26.2% ----12.3%12.7%--43.2%41.2%91.5%11.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 148Page 148 Q6 Opinion of water value Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 142 137 37 326 34 62 76 131 260 4934.7%4029.2%1027.9%6720.6%822.1%1117.6%2228.8%4534.1%6625.6% 4431.0%4532.5%719.3%8726.6%1235.0%1423.3%1722.3%3627.6%8231.7% 3121.6%3022.0%1231.0%10532.2%37.6%2031.9%2431.3%3224.7%8030.9% 96.6%96.9%38.7%278.3%823.3%57.9%34.6%85.7%114.2% 21.5%42.8%26.3%144.3%38.4%46.6%56.7%21.4%51.7% 43.0%53.6%36.8%237.0%12.6%46.5%45.1%53.7%155.6% 21.7%43.1%--41.1%00.8%46.2%11.3%42.8%10.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 149Page 149 Q6 Opinion of water value Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 64 224 113 99 85 300 126 26 66 1928.9%6127.3%3228.7%2727.5%1618.8%9331.0%2821.8%934.1%1116.7% 2234.9%5624.8%3228.5%3434.0%2934.2%8528.4%3426.9%830.7%2334.1% 1929.7%7031.3%3026.2%2121.7%1821.6%8127.0%4334.0%519.1%1826.9% --156.7%98.4%66.4%1012.3%165.5%86.2%416.2%57.1% 00.7%73.3%43.4%54.6%11.6%103.3%32.4%--00.5% 35.3%104.4%43.7%55.4%77.7%124.1%43.3%--914.2% 00.4%52.2%11.1%00.3%33.7%20.7%75.3%--00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 150Page 150 Q6 Opinion of water value Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Excellent Good Fair Poor Very poor Not sure Prefer not t oanswer 48 419 74 23 115 20 1429.4%10023.8%2229.2%417.0%3934.1%210.3% 1633.9%11226.8%2229.7%1253.6%3228.0%629.0% 1121.9%12730.4%2128.7%313.6%2219.3%630.4% 59.8%378.9%33.8%29.4%97.5%29.2% 24.0%184.3%11.4%01.1%21.6%16.6% 01.0%194.5%56.2%--87.3%211.9% --51.2%11.0%15.3%22.1%12.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 151Page 151 Q7 Contact water District for water service in past 6 mos Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 96 81 11 66 25 69 22 48 47 6668.1%5366.2%981.8%66100.0%--4870.0%1565.2%3471.0%3166.4% 2525.6%2227.3%111.4%--25100.0%1623.5%731.9%1021.7%1429.3% 66.0%56.2%16.8%----46.4%12.9%37.3%24.3% 00.3%00.3%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 152Page 152 Q7 Contact water District for water service in past 6 mos Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 7 7 9 10 12 9 19 69 26 675.8%461.1%770.3%547.9%979.8%779.3%1369.8%4565.0%1975.6% 220.8%223.5%329.7%438.1%215.1%220.7%525.4%1928.1%519.3% --115.4%--114.0%15.1%--14.8%56.9%14.1% 03.4%--------------01.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 153Page 153 Q7 Contact water District for water service in past 6 mos Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 14 14 12 10 8 20 18 85 6 1176.7%1069.9%972.1%876.1%456.8%1260.0%1266.6%5766.8%584.2% 323.3%320.6%323.1%216.9%338.9%525.9%632.0%2326.7%110.5% --17.7%14.8%17.0%04.3%314.1%01.5%56.4%05.3% --01.8%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 154Page 154 Q7 Contact water District for water service in past 6 mos Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 18 22 9 47 9 17 19 19 20 1268.1%1462.8%664.5%3371.5%779.9%1271.8%1472.0%1371.0%1153.8% 529.4%523.6%335.5%1123.4%220.1%426.5%418.6%317.5%840.0% 02.5%313.6%--25.1%--01.6%29.5%211.5%16.2% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 155Page 155 Q7 Contact water District for water service in past 6 mos Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 9 20 16 18 24 33 29 7 7 557.6%1469.8%957.8%1376.3%1770.9%2060.5%2068.1%577.4%351.5% 442.4%421.5%635.2%316.7%623.1%1030.0%724.4%222.6%344.4% --28.7%17.0%17.0%16.0%39.5%26.6%--04.0% ------------00.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 156Page 156 Q7 Contact water District for water service in past 6 mos Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 9 57 11 4 21 3 888.0%4273.2%650.0%373.3%1257.3%3100.0% 19.0%1322.8%435.3%113.3%734.7%-- 03.0%23.9%214.7%06.7%28.0%-- ------06.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 157Page 157 Q8 Contact water District for a reason in past 6 mos Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 555 471 52 42 488 422 95 268 265 427.5%326.7%815.6%42100.0%--378.7%44.2%186.7%238.7% 48887.9%42289.5%4280.8%--488100.0%37087.6%8892.4%23487.3%23387.9% 183.2%142.9%23.7%----81.9%33.4%103.9%72.7% 81.4%40.8%------81.8%--62.1%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 158Page 158 Q8 Contact water District for a reason in past 6 mos Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 12 21 26 47 63 88 104 493 49 --13.5%27.9%816.7%58.2%33.0%44.1%387.8%36.6% 12100.0%2096.5%2492.1%3983.3%5384.5%8293.3%9591.0%43888.9%3979.1% --------57.2%11.5%55.0%142.9%36.6% ----------22.2%--20.4%47.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 159Page 159 Q8 Contact water District for a reason in past 6 mos Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 12 38 34 34 31 105 301 508 32 216.2%13.6%411.7%25.7%413.0%98.8%196.4%387.4%412.1% 972.3%3591.4%3088.3%3088.6%2374.6%9388.1%26989.3%45489.4%2577.6% 111.5%25.0%----412.4%11.3%93.0%122.4%310.3% ------25.7%--21.8%41.3%40.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 160Page 160 Q8 Contact water District for a reason in past 6 mos Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 124 115 28 279 25 45 57 112 239 107.9%76.0%26.8%238.3%--613.4%58.0%1513.0%145.8% 11189.4%10591.2%2693.2%24186.4%2286.8%3883.6%5292.0%9180.7%22091.8% 32.6%32.8%--93.3%313.2%13.0%--76.3%41.7% ------62.1%--------20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 161Page 161 Q8 Contact water District for a reason in past 6 mos Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 55 204 96 81 61 267 97 19 60 36.0%178.4%88.2%55.9%57.6%238.6%77.4%--23.2% 5192.7%18289.1%8789.8%6883.7%5489.3%24190.4%8182.8%1896.2%5287.2% 11.3%31.6%--810.4%23.1%31.0%43.9%13.8%46.4% --20.9%22.0%------65.9%--23.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 162Page 162 Q8 Contact water District for a reason in past 6 mos Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 40 361 63 19 95 16 511.9%256.9%913.6%--88.6%-- 3383.3%31787.8%5485.2%19100.0%8185.7%16100.0% 24.8%113.2%11.1%--55.7%-- --82.1%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 163Page 163 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 107 85 17 107 -85 19 52 54 2018.7%1315.9%320.0%2018.7%--1618.8%316.6%1019.0%1018.8% 66.0%55.8%18.4%66.0%--56.3%15.6%24.1%47.9% 1514.1%1113.5%318.7%1514.1%--1011.9%421.9%816.1%712.4% 2826.6%2428.1%422.3%2826.6%--2327.2%529.1%1121.7%1731.2% 1715.9%1619.1%02.6%1715.9%--1417.1%210.6%918.2%813.9% 43.3%33.3%14.2%43.3%--33.3%14.2%24.3%12.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 164Page 164 Q9 Reason for contacting District Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 6 5 9 13 15 10 18 83 23 --05.6%03.2%323.6%322.9%218.5%211.8%1720.0%210.2% 05.3%114.5%03.2%02.6%16.9%17.3%18.2%56.5%14.5% ----114.2%218.5%212.4%112.0%525.8%1417.1%14.0% 114.2%120.5%336.1%320.7%214.3%548.6%529.1%2125.7%729.7% 349.1%05.6%113.6%322.0%320.5%04.6%212.8%1113.6%625.2% 226.5%126.0%05.2%----03.3%--22.6%16.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 165Page 165 Q9 Reason for contacting District Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 12 11 13 10 8 21 31 95 9 17.3%19.1%324.9%112.6%113.2%315.8%929.6%1718.4%112.2% 02.2%217.0%--17.2%03.9%02.1%38.6%66.5%02.9% 320.8%111.9%17.1%216.6%228.3%417.7%38.0%1212.2%334.2% 429.9%327.1%218.7%436.2%110.3%630.3%927.1%2627.8%218.0% 16.6%327.1%428.9%110.7%03.1%418.2%413.5%1717.9%-- 02.6%15.3%--17.4%05.4%13.4%12.3%32.9%18.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 166Page 166 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 22 20 8 56 7 18 18 28 25 729.5%630.1%19.3%611.3%226.1%13.9%421.9%414.7%625.9% 210.2%15.7%17.7%24.2%--314.0%14.9%11.8%27.6% 210.9%28.8%111.6%1017.6%112.1%526.3%525.2%28.1%15.5% 520.9%524.0%339.5%1628.1%231.5%528.0%318.7%622.3%937.7% 416.5%522.6%112.8%813.7%17.3%212.8%212.5%622.7%311.5% --12.7%113.4%23.5%03.7%13.6%14.0%25.8%01.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 167Page 167 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 8 31 17 18 22 43 27 5 5 17.2%722.2%637.2%315.7%27.1%920.1%415.2%119.8%116.7% 05.4%26.3%--213.2%16.0%37.1%15.4%05.2%-- --412.9%210.4%421.4%314.1%615.0%413.5%117.0%352.1% 114.6%1237.3%316.8%526.7%419.5%1228.1%725.8%122.2%116.7% 117.8%411.7%314.8%211.0%525.5%613.2%622.5%127.3%08.4% 05.4%00.9%18.3%02.5%14.3%13.4%01.2%08.5%06.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 168Page 168 Q9 Reason for contacting District Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Water-relatedservice issue(leak, waterpressure,quality, etc.) onmy property Report waterwaste / leaks /broken pipes onsomeone else’sproperty Request start /stop of service Questions aboutbilling /payments Make payment /Pay bill Request apaymentextension orarrangement 12 67 14 3 20 3 216.2%1218.2%426.3%118.2%29.6%251.9% 02.5%12.0%212.4%118.2%212.3%09.0% --1218.6%17.4%--28.2%-- 432.5%2232.5%19.7%127.3%420.6%014.3% 217.4%913.0%212.0%09.1%630.1%010.5% 15.9%12.0%19.7%--14.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 169Page 169 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 107 85 17 107 -85 19 52 54 10.8%00.5%02.6%10.8%--11.1%--11.7%-- 44.1%44.9%01.6%44.1%--44.9%01.5%00.9%47.4% 22.2%22.2%02.6%22.2%--22.8%--23.1%11.3% ------------------ 11.3%--17.8%11.3%--11.6%--12.6%-- ------------------ ------------------ 44.1%33.9%14.1%44.1%--33.2%14.9%24.3%23.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 170Page 170 Q9 Reason for contacting District Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 6 5 9 13 15 10 18 83 23 --------03.1%----00.5%02.0% 04.8%118.5%110.5%--213.1%----11.6%313.7% ----18.4%03.5%----16.7%22.8%-- ------------------ --------------11.6%-- ------------------ ------------------ ----05.6%15.6%03.1%15.6%14.1%45.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 171Page 171 Q9 Reason for contacting District Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 12 11 13 10 8 21 31 95 9 03.6%--------02.1%--00.5%-- 219.0%--15.7%04.6%05.4%02.1%--22.4%224.2% ------04.6%--02.1%14.6%22.5%-- ------------------ --------116.2%----11.4%-- ------------------ ------------------ 02.1%--212.7%----16.0%13.8%44.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 172Page 172 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 22 20 8 56 7 18 18 28 25 ------11.6%06.0%----01.6%-- ------47.9%03.7%15.0%--28.5%01.8% 27.3%----11.3%--02.5%02.5%14.2%01.1% ------------------ ------12.4%------14.8%-- ------------------ ------------------ 13.2%----46.4%----210.4%11.9%27.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 173Page 173 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 8 31 17 18 22 43 27 5 5 --01.5%----02.1%--01.7%---- 331.8%----02.5%14.2%36.6%26.1%---- --12.3%--01.5%16.3%12.7%12.7%---- ------------------ --------16.3%-------- ------------------ ------------------ 19.1%12.4%29.8%02.5%13.3%12.4%26.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 174Page 174 Q9 Reason for contacting District Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Serviceinterrupted fornon-payment Find out how toreduce bill Learn about /Participate inrebate program Learn about /Participate inwaterconservationprograms Learn about /Participate ingardening /landscapingclasses Learn how toread your meter Board meetinginformation Other 12 67 14 3 20 3 --11.4%-------- --46.2%----01.4%-- 03.7%12.0%15.1%--01.4%-- ------------ --------16.8%-- ------------ ------------ 110.2%12.0%110.1%118.2%12.8%014.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 175Page 175 Q9 Reason for contacting District Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Change name,address onaccount Relocate Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 10.7%10.9%--10.7%--10.9%--11.4%-- ------------------ 21.6%11.5%02.6%21.6%--11.2%13.8%11.9%-- 10.7%00.4%02.6%10.7%----01.8%00.6%00.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 176Page 176 Q9 Reason for contacting District Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Change name,address onaccount Relocate Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 ------03.5%01.9%----10.9%-- ------------------ --------01.9%--01.5%11.2%13.2% --09.3%----------00.5%01.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 177Page 177 Q9 Reason for contacting District Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Change name,address onaccount Relocate Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 03.6%02.4%----------10.8%-- ------------------ 02.2%--02.0%--114.0%----11.3%-- ------------12.5%10.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 178Page 178 Q9 Reason for contacting District Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Change name,address onaccount Relocate Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 --01.3%--00.8%------12.6%-- ------------------ --14.8%05.8%00.5%03.7%14.0%--00.9%-- 01.5%----00.8%06.0%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 179Page 179 Q9 Reason for contacting District Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Change name,address onaccount Relocate Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 ----02.6%--01.3%-------- ------------------ 18.7%----12.9%--00.6%------ --12.5%------00.8%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 180Page 180 Q9 Reason for contacting District Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Change name,address onaccount Relocate Not sure Prefer not toanswer 12 67 14 3 20 3 15.9%00.7%----01.4%-- ------------ 02.1%00.7%15.1%09.1%01.4%-- 03.7%00.7%02.3%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 181Page 181 Q10 Problem with water service Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 20 13 3 20 -16 3 10 10 1048.6%862.6%116.7%1048.6%--853.0%08.4%548.8%548.5% 01.5%02.2%--01.5%----09.9%03.1%-- 314.1%321.0%--314.1%--15.8%262.2%03.3%324.7% 313.4%02.4%--313.4%--214.8%010.6%04.6%222.0% 316.8%110.8%254.8%316.8%--321.1%--328.5%15.4% 14.9%02.0%120.6%14.9%--14.5%08.9%17.3%02.7% 02.3%03.3%--02.3%--02.8%--04.6%-- 01.4%--07.8%01.4%--01.7%----02.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 182Page 182 Q10 Problem with water service Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer -0 0 3 3 2 2 17 2 ----0100.0%136.6%386.4%157.1%165.3%846.5%156.7% --------------01.8%-- ------263.4%--018.0%--315.5%011.9% --------------316.2%-- --0100.0%------024.9%--315.9%011.9% ------------134.7%16.0%-- --------013.6%------019.6% ----------------011.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 183Page 183 Q10 Problem with water service Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 1 1 3 1 1 3 9 17 1 1100.0%168.5%125.5%163.3%170.5%269.1%337.4%951.0%029.5% ----------09.1%--01.7%-- --031.5%------118.0%220.6%212.8%029.5% ----260.3%--029.5%--04.9%315.4%-- ----014.2%----121.8%223.5%315.1%-- ------------110.7%15.7%-- ------036.7%--------040.9% ------------02.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 184Page 184 Q10 Problem with water service Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 7 6 1 6 2 1 4 4 6 352.3%349.9%062.3%344.4%146.2%1100.0%129.9%253.6%349.5% ------------------ 19.2%236.3%----016.7%----246.4%-- 234.3%----07.1%----247.6%--05.1% 04.2%07.3%037.7%237.1%023.1%--011.3%--234.1% 04.2%111.7%----014.0%------111.2% ------07.1%----011.3%---- ------04.3%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 185Page 185 Q10 Problem with water service Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 1 7 6 3 2 9 4 1 1 --572.0%224.6%259.0%149.3%448.4%245.7%174.0%050.0% ----04.7%------07.4%---- --232.7%----021.2%222.3%------ 054.4%--236.7%----226.1%----050.0% ----233.9%015.8%----246.9%026.0%-- 045.6%----125.2%--03.2%------ --------029.4%-------- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 186Page 186 Q10 Problem with water service Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Water leak,broken pipe Broken sprinkler Unexpectedlyhigh bill Poor wat erquality, odor,taste Water pressure Other (uniqueresponses) Not sure Prefer not toanswer 2 12 4 1 2 2 160.8%538.0%263.1%1100.0%142.9%182.7% ----------017.3% 016.4%215.7%117.5%--014.3%-- --219.4%08.8%------ --323.1%----128.6%-- ----119.3%--014.3%-- 022.7%03.7%-------- --------014.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 187Page 187 Q11 Problem involved sending a Water District representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 20 13 3 20 -16 3 10 10 942.4%647.1%262.2%942.4%--849.7%09.9%551.8%333.4% 1048.6%643.7%130.0%1048.6%--743.8%390.1%440.6%656.5% 16.5%15.6%07.8%16.5%--16.5%--02.8%110.1% 02.4%03.6%--02.4%------04.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 188Page 188 Q11 Problem involved sending a Water District representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer -0 0 3 3 2 2 17 2 ----0100.0%125.8%257.4%018.0%143.6%847.0%011.2% --0100.0%--274.2%013.6%182.0%156.4%847.2%265.1% --------014.5%----02.9%123.7% --------014.5%----02.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 189Page 189 Q11 Problem involved sending a Water District representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 1 1 3 1 1 3 9 17 1 050.0%031.5%--163.3%--270.0%549.8%845.5%029.5% 050.0%168.5%384.8%036.7%1100.0%013.6%442.0%847.4%170.5% ----------116.4%18.1%14.3%-- ----015.2%--------02.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 190Page 190 Q11 Problem involved sending a Water District representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 7 6 1 6 2 1 4 4 6 350.3%237.3%062.3%234.3%139.8%036.3%06.8%247.3%464.8% 345.5%462.7%037.7%341.9%160.2%063.7%493.2%252.7%227.7% 04.2%----116.2%--------07.5% ------07.6%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 191Page 191 Q11 Problem involved sending a Water District representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 1 7 6 3 2 9 4 1 1 --454.6%346.5%015.8%170.6%339.8%380.9%--050.0% 1100.0%338.3%346.0%284.2%029.4%554.6%119.1%1100.0%050.0% --07.1%------05.6%------ ----07.5%------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 192Page 192 Q11 Problem involved sending a Water District representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 2 12 4 1 2 2 139.2%542.6%254.4%050.0%014.3%144.9% 022.7%757.4%245.6%050.0%142.9%-- 013.8%------142.9%027.6% 024.3%--------027.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 193Page 193 Q12a Arrive in a timely manner Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 9 6 2 9 -8 0 5 3 665.4%687.7%--665.4%--562.9%0100.0%362.7%269.5% ------------------ 227.7%07.1%288.1%227.7%--229.8%--237.3%013.3% 16.9%05.1%011.9%16.9%--17.4%----117.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 194Page 194 Q12a Arrive in a timely manner Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer --0 1 2 0 1 8 0 ----0100.0%041.9%2100.0%0100.0%1100.0%565.4%-- ------------------ ------058.1%------230.4%-- --------------04.2%0100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 195Page 195 Q12a Arrive in a timely manner Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 0 0 -1 -2 5 8 0 --0100.0%--1100.0%--275.0%358.7%566.1%0100.0% ------------------ 0100.0%----------241.3%229.8%-- ----------125.0%--04.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 196Page 196 Q12a Arrive in a timely manner Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 3 2 0 2 1 0 0 2 4 3100.0%154.9%0100.0%012.5%041.9%--0100.0%2100.0%253.9% ------------------ --019.7%--287.5%058.1%------246.1% --125.4%------0100.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 197Page 197 Q12a Arrive in a timely manner Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer -4 3 0 1 3 3 -0 --391.3%121.0%0100.0%1100.0%3100.0%142.0%--0100.0% ------------------ ----279.0%------258.0%---- --08.7%-------------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 198Page 198 Q12a Arrive in a timely manner Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 1 5 2 0 0 1 041.9%354.4%283.9%--0100.0%1100.0% ------------ 058.1%245.6%-------- ----016.1%0100.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 199Page 199 Q12b Accurately assess the problem Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 9 6 2 9 -8 0 5 3 674.5%6100.0%--674.5%--672.7%0100.0%362.7%392.4% 222.4%--288.1%222.4%--224.1%--237.3%-- ------------------ 03.0%--011.9%03.0%--03.2%----07.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 200Page 200 Q12b Accurately assess the problem Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer --0 1 2 0 1 8 0 ----0100.0%1100.0%2100.0%0100.0%1100.0%675.4%-- --------------224.6%-- ------------------ ----------------0100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 201Page 201 Q12b Accurately assess the problem Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 0 0 -1 -2 5 8 0 0100.0%0100.0%--1100.0%--288.9%358.7%675.9%0100.0% ------------241.3%224.1%-- ------------------ ----------011.1%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 202Page 202 Q12b Accurately assess the problem Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 3 2 0 2 1 0 0 2 4 3100.0%288.8%0100.0%012.5%1100.0%--0100.0%2100.0%253.9% ------287.5%--------246.1% ------------------ --011.2%------0100.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 203Page 203 Q12b Accurately assess the problem Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer -4 3 0 1 3 3 -0 --4100.0%136.1%0100.0%1100.0%3100.0%142.0%--0100.0% ----263.9%------258.0%---- ------------------ ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 204Page 204 Q12b Accurately assess the problem Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 1 5 2 0 0 1 1100.0%363.1%2100.0%--0100.0%1100.0% --236.9%-------- ------------ ------0100.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 205Page 205 Q12c Clearly explain the nature of the problem, how it can be fixed Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 9 6 2 9 -8 0 5 3 561.6%582.6%--561.6%--558.8%0100.0%356.3%269.5% 226.3%05.1%288.1%226.3%--228.2%--243.7%-- ------------------ 112.2%112.3%011.9%112.2%--113.0%----130.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 206Page 206 Q12c Clearly explain the nature of the problem, how it can be fixed Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer --0 1 2 0 1 8 0 ----0100.0%041.9%2100.0%--1100.0%561.2%-- ----------0100.0%--228.8%-- ------------------ ------058.1%------110.0%0100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 207Page 207 Q12c Clearly explain the nature of the problem, how it can be fixed Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 0 0 -1 -2 5 8 0 ------1100.0%--275.0%358.7%566.1%-- --0100.0%--------241.3%224.1%0100.0% ------------------ 0100.0%--------125.0%--19.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 208Page 208 Q12c Clearly explain the nature of the problem, how it can be fixed Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 3 2 0 2 1 0 0 2 4 390.1%154.9%0100.0%012.5%----0100.0%2100.0%253.9% 09.9%----287.5%041.9%------246.1% ------------------ --145.1%----058.1%0100.0%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 209Page 209 Q12c Clearly explain the nature of the problem, how it can be fixed Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer -4 3 0 1 3 3 -0 --391.3%121.0%0100.0%169.9%3100.0%142.0%--0100.0% ----263.9%--030.1%--258.0%---- ------------------ --08.7%015.1%------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 210Page 210 Q12c Clearly explain the nature of the problem, how it can be fixed Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 1 5 2 0 0 1 --354.4%167.8%--0100.0%1100.0% 041.9%236.9%016.1%------ ------------ 058.1%08.7%016.1%0100.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 211Page 211 Q13 Issue resolved in a timely manner Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 6359.0%5969.9%315.0%6359.0%--5058.6%1267.4%3057.0%3360.7% 2321.9%1619.0%526.8%2321.9%--1922.6%420.6%1121.3%1222.9% 1917.4%89.6%1055.7%1917.4%--1517.8%212.0%1120.8%813.9% 10.8%11.1%--10.8%--00.5%--00.9%00.8% 10.8%00.5%02.6%10.8%--00.5%----11.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 212Page 212 Q13 Issue resolved in a timely manner Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 469.6%246.3%563.2%972.3%1069.3%438.8%1161.7%4959.4%1460.1% 05.3%120.5%218.0%19.2%211.4%444.6%530.4%1821.3%523.6% 125.1%124.0%113.5%218.5%319.3%216.6%17.9%1517.7%416.3% --------------00.5%-- --09.3%05.2%--------11.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 213Page 213 Q13 Issue resolved in a timely manner Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 758.1%761.8%752.9%878.7%335.8%1151.0%2166.4%5861.0%444.7% 213.5%431.8%324.4%19.2%229.9%627.6%618.7%2020.7%226.1% 428.4%16.4%219.1%17.4%228.9%521.5%413.5%1616.9%329.2% ----03.5%--05.4%----00.5%-- ------04.6%----01.4%11.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 214Page 214 Q13 Issue resolved in a timely manner Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1464.5%1468.2%447.1%3155.0%454.1%1055.0%1053.2%1658.1%1870.8% 626.7%316.7%337.9%1119.8%118.1%528.7%423.6%621.9%313.5% 16.7%315.1%115.1%1322.7%115.7%213.8%423.3%620.0%415.7% ------11.6%06.0%-------- 02.0%----00.8%06.0%02.5%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 215Page 215 Q13 Issue resolved in a timely manner Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 453.0%2271.2%739.6%1160.4%1462.7%2967.7%1761.7%475.0%347.9% 110.9%39.7%635.8%632.1%416.6%615.1%414.7%125.0%243.8% 336.1%517.6%422.0%17.5%418.7%717.1%621.9%--08.4% ----02.6%------------ --01.5%----02.1%--01.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 216Page 216 Q13 Issue resolved in a timely manner Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Resolved withsingle contact Multiplecontactsrequired Issue was notresolved Not sure Prefer not toanswer 12 67 14 3 20 3 543.6%4161.2%641.0%272.7%1364.4%248.1% 538.9%1318.7%534.1%118.2%421.9%137.6% 213.9%1217.4%424.9%09.1%313.7%014.3% --11.4%-------- 03.7%11.4%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 217Page 217 Q14 Satisfaction with issue resolved Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 7267.1%6475.6%421.0%7267.1%--5564.3%1683.8%3567.7%3666.3% 2926.7%1719.8%1165.6%2926.7%--2529.5%313.8%1325.0%1528.2% 44.0%33.5%15.2%44.0%--44.6%02.4%36.3%11.9% 22.2%11.1%18.2%22.2%--11.7%--00.9%23.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 218Page 218 Q14 Satisfaction with issue resolved Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 474.4%355.5%667.0%1081.5%1174.3%659.3%1689.5%5667.3%1566.9% 119.8%129.6%222.5%218.5%322.4%440.7%17.9%2227.1%626.1% 05.7%05.6%05.2%------02.6%33.4%14.7% --09.3%05.2%--03.3%----22.2%12.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 219Page 219 Q14 Satisfaction with issue resolved Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 868.0%975.0%971.4%663.8%445.1%1256.8%2475.8%6669.6%446.7% 432.0%221.0%216.6%331.6%331.9%837.7%620.5%2526.7%329.2% --04.0%18.2%--222.9%02.1%01.4%21.8%224.2% ----03.8%04.6%--13.4%12.3%21.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 220Page 220 Q14 Satisfaction with issue resolved Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1879.3%1680.1%560.5%3358.3%566.2%1160.1%1474.3%1968.7%1767.7% 418.7%418.7%339.5%1831.1%221.8%423.6%423.3%829.7%831.2% ------47.7%06.0%212.3%02.5%01.6%01.1% 02.0%01.3%--22.9%06.0%13.9%------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 221Page 221 Q14 Satisfaction with issue resolved Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 560.6%2064.7%1164.2%1478.6%1569.2%3069.4%1971.8%5100.0%356.2% 336.1%1032.3%530.4%421.4%523.0%1228.1%726.5%---- 03.3%01.5%02.6%--13.6%12.5%----243.8% --01.5%02.8%--14.2%--01.7%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 222Page 222 Q14 Satisfaction with issue resolved Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 12 67 14 3 20 3 756.8%4364.4%1067.7%272.7%1575.4%262.4% 431.9%1928.0%430.0%118.2%421.9%123.3% 03.7%45.6%02.3%--01.4%-- 17.6%12.0%--09.1%01.4%014.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 223Page 223 Q15a Your ability to reach a service representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 5148.0%4755.0%319.7%5148.0%--3642.8%1474.0%2549.0%2647.9% 2624.0%1921.9%635.7%2624.0%--2225.3%316.1%917.5%1628.9% 1311.7%1011.5%213.4%1311.7%--1214.4%01.5%713.9%59.8% 65.9%11.2%317.7%65.9%--66.7%01.8%47.3%34.6% 43.4%33.7%02.6%43.4%--22.8%16.6%35.0%11.9% 87.0%66.6%210.9%87.0%--77.8%--47.4%46.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 224Page 224 Q15a Your ability to reach a service representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 474.0%240.6%670.5%644.6%851.9%661.8%1162.7%3845.2%1357.3% 115.4%120.5%217.4%111.4%323.8%438.2%423.9%2125.7%419.7% 04.8%124.0%--03.5%213.1%--16.7%911.4%313.7% --05.6%--215.0%01.9%--02.6%56.4%13.2% 05.7%--03.8%--19.3%--14.1%22.5%14.9% --09.3%18.3%325.6%------78.8%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 225Page 225 Q15a Your ability to reach a service representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 539.1%868.9%646.0%766.6%223.3%735.4%1753.8%4749.2%336.7% 323.0%112.8%323.7%113.8%228.2%732.2%825.1%2425.2%113.0% 324.7%111.9%02.1%219.5%339.2%15.0%25.2%88.9%445.3% 03.6%02.4%218.5%--03.9%312.5%00.9%66.2%-- 19.5%04.0%19.6%----13.7%--32.9%05.0% --------05.4%211.2%515.0%77.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 226Page 226 Q15a Your ability to reach a service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1252.8%1365.2%451.2%2239.1%228.7%951.4%1053.9%1554.5%1143.7% 522.8%420.4%448.8%1322.5%227.8%423.3%422.8%724.3%729.3% 13.2%15.1%--1119.1%19.7%318.0%--518.4%310.6% 311.4%01.3%--46.3%06.0%01.5%420.9%--01.3% 01.2%14.4%--24.4%221.8%01.8%02.5%12.8%01.8% 28.7%13.5%--58.7%06.0%14.0%----313.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 227Page 227 Q15a Your ability to reach a service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 446.5%1754.6%530.8%1161.0%1047.6%2353.9%1453.9%347.7%347.9% 223.2%619.1%741.9%423.6%314.1%818.9%830.7%238.6%-- 226.3%38.7%16.8%211.4%311.7%410.0%14.4%--243.8% 03.9%26.2%211.0%14.0%02.1%510.8%01.0%05.2%-- --01.5%16.8%--27.2%11.8%12.9%08.5%08.4% --310.0%02.6%--417.3%24.5%27.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 228Page 228 Q15a Your ability to reach a service representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 67 14 3 20 3 538.6%2942.9%746.1%281.8%1157.6%271.4% 432.8%1826.3%429.5%09.1%313.8%128.6% 18.0%811.3%212.4%09.1%315.0%-- 15.9%57.7%02.3%--14.1%-- --34.1%14.6%--01.4%-- 214.7%57.7%15.1%--28.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 229Page 229 Q15b The courtesy of the service representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 6762.4%6171.5%528.7%6762.4%--5058.8%1477.9%3057.6%3666.7% 1918.2%1416.1%527.5%1918.2%--1619.2%314.6%1019.9%916.3% 22.2%11.4%16.7%22.2%--21.9%14.2%23.1%11.4% 65.6%22.6%420.3%65.6%--56.1%13.2%48.0%23.5% 33.2%22.3%15.9%33.2%--34.0%--24.0%12.5% 98.4%56.1%210.9%98.4%--910.0%--47.4%59.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 230Page 230 Q15b The courtesy of the service representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 463.8%246.3%777.5%753.8%964.9%775.4%1165.3%5364.0%1356.6% 120.2%114.9%110.5%15.7%425.7%220.0%317.2%1416.5%625.5% --09.3%--------16.7%11.8%14.0% 04.8%114.7%03.8%215.0%16.2%--16.7%45.1%26.6% 111.1%05.6%----03.1%04.6%14.1%22.0%16.0% --09.3%18.3%325.6%------910.5%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 231Page 231 Q15b The courtesy of the service representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 756.9%764.7%751.7%878.7%783.5%1257.1%1960.8%6062.9%660.8% 326.3%322.3%214.4%221.3%112.6%312.0%619.6%1616.6%336.1% 17.3%--03.5%--03.9%--12.3%22.5%-- 03.6%--15.7%----419.6%12.3%55.6%03.0% 15.8%113.0%19.6%--------33.2%-- ----215.0%----211.2%515.0%99.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 232Page 232 Q15b The courtesy of the service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1358.7%1676.9%787.2%3154.9%450.4%1371.6%951.4%2277.1%1455.7% 314.0%312.5%112.8%1322.7%112.1%419.5%420.4%415.9%522.2% 01.5%13.5%--12.4%06.0%----01.6%14.2% 15.3%----58.6%19.7%--315.4%13.7%12.9% 13.3%13.5%--23.5%115.7%15.0%02.5%01.6%01.8% 417.3%13.5%--47.9%06.0%14.0%210.4%--313.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 233Page 233 Q15b The courtesy of the service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 453.0%2166.8%1058.1%1263.3%1255.2%2764.4%1866.4%244.4%591.6% 339.7%514.7%319.9%526.2%312.6%818.5%415.5%238.6%08.4% 03.9%----14.0%02.1%11.8%01.7%---- 03.3%38.5%14.2%02.5%27.8%25.5%26.6%---- ----16.8%14.0%15.0%00.8%12.7%117.0%-- --310.0%211.0%--417.3%49.0%27.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 234Page 234 Q15b The courtesy of the service representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 67 14 3 20 3 757.5%3958.4%963.1%3100.0%1469.9%262.4% 213.5%1420.7%19.7%--316.4%128.6% --12.0%17.4%------ 111.8%45.6%212.4%--12.8%-- 02.5%23.4%02.3%--12.8%09.0% 214.7%79.9%15.1%--28.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 235Page 235 Q15c The knowledge and expertise of the service representative Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 107 85 17 107 -85 19 52 54 6055.6%5362.9%527.3%6055.6%--4451.6%1371.7%2751.3%3360.7% 2220.8%1720.1%530.0%2220.8%--2023.3%211.2%1019.5%1120.7% 43.5%22.8%15.9%43.5%--33.4%14.2%35.7%11.4% 76.2%33.3%317.7%76.2%--67.5%--59.6%23.0% 65.6%44.8%18.3%65.6%--44.2%213.0%36.6%34.7% 98.4%56.1%210.9%98.4%--910.0%--47.4%59.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 236Page 236 Q15c The knowledge and expertise of the service representative Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 6 5 9 13 15 10 18 83 23 468.7%246.3%674.3%650.2%958.7%548.6%1160.2%4655.2%1356.6% 110.6%114.9%113.6%17.1%428.9%334.7%317.2%1720.0%625.5% 05.3%09.3%03.8%02.1%--17.4%14.1%22.6%26.8% --120.3%--215.0%03.1%04.6%29.3%56.2%15.2% 115.4%------19.3%04.6%29.3%45.4%14.7% --09.3%18.3%325.6%------910.5%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 237Page 237 Q15c The knowledge and expertise of the service representative Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 11 13 10 8 21 31 95 9 645.4%764.8%646.8%878.7%666.3%943.3%1857.9%5356.2%555.8% 432.0%218.2%215.8%19.2%224.3%522.4%721.1%1919.6%331.1% 15.8%16.6%03.5%--05.4%12.8%12.3%33.4%05.0% 17.3%02.4%03.5%----418.1%13.7%66.5%-- 19.5%18.0%215.3%112.0%03.9%02.1%--55.1%18.0% ----215.0%----211.2%515.0%99.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 238Page 238 Q15c The knowledge and expertise of the service representative Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 22 20 8 56 7 18 18 28 25 1254.2%1362.4%457.0%3053.2%232.3%1265.1%948.9%1968.5%1250.2% 520.4%418.2%339.5%1119.5%224.1%419.4%212.5%724.6%625.8% --15.7%--34.5%--15.7%14.0%12.8%12.9% 13.3%13.5%--59.1%112.1%01.5%315.4%12.6%12.9% 14.8%16.6%03.5%35.9%225.4%14.3%28.9%01.6%15.0% 417.3%13.5%--47.9%06.0%14.0%210.4%--313.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 239Page 239 Q15c The knowledge and expertise of the service representative Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 8 31 17 18 22 43 27 5 5 444.4%1961.5%844.4%1158.4%1149.8%2661.0%1660.3%354.7%483.3% 443.0%515.2%531.0%317.2%418.0%920.6%413.2%228.3%-- 05.4%00.9%--18.0%15.0%11.7%14.6%---- --310.0%16.8%16.5%14.2%24.5%27.1%--08.4% 17.2%12.4%16.8%210.0%15.7%13.2%27.8%117.0%08.4% --310.0%211.0%--417.3%49.0%27.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 240Page 240 Q15c The knowledge and expertise of the service representative Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 12 67 14 3 20 3 436.1%3450.1%858.1%272.7%1468.5%262.4% 432.7%1623.6%214.7%127.3%313.7%128.6% 14.7%22.7%17.4%--12.8%09.0% 111.8%56.9%110.1%--12.8%-- --56.8%14.6%--14.1%-- 214.7%79.9%15.1%--28.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 241Page 241 Q16a California Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 517.8%468.4%46.1%1513.8%326.3%418.3%86.7%247.8%247.8% 19229.5%16830.5%1828.9%3128.9%15029.3%14830.1%3025.5%9229.2%9630.8% 34052.3%27850.4%3656.5%5248.6%27453.5%25451.8%6857.8%17254.6%15750.4% 619.3%549.8%47.0%76.8%5110.0%438.7%119.6%247.7%3210.1% 71.1%40.8%11.4%21.9%51.0%61.2%00.4%20.7%30.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 242Page 242 Q16a California Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 15.7%310.6%617.4%46.5%79.6%65.7%119.3%397.0%1013.0% 1052.1%1035.6%1542.8%2543.4%2027.3%2727.4%3831.0%16128.7%2938.3% 525.9%1345.6%1130.2%2035.3%4154.5%6163.0%6754.4%30554.4%2634.2% 316.3%28.2%38.3%712.5%68.6%43.8%64.9%508.9%1013.9% ----01.3%12.4%----00.4%61.1%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 243Page 243 Q16a California Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 313.6%1018.6%612.7%37.4%36.7%118.8%154.7%467.7%25.5% 1246.1%1222.1%1840.0%1330.5%1027.0%3326.8%9329.2%17329.2%1129.8% 1037.3%2649.7%1533.5%2148.2%2153.9%6653.0%18156.7%31052.3%2463.9% 01.3%59.7%613.8%613.0%411.2%129.4%278.5%579.6%00.9% 01.8%----01.0%01.2%32.1%30.9%71.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 244Page 244 Q16a California Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 128.4%74.9%12.3%319.6%24.7%58.4%1114.8%129.1%124.7% 3625.4%3726.7%718.9%10732.7%1233.8%2743.9%1823.9%3325.5%8332.1% 8660.5%8461.0%2669.9%14243.6%1851.3%2743.3%3951.5%7355.5%13752.8% 75.2%107.5%25.2%4112.5%38.9%23.6%79.7%139.9%2710.2% 10.5%--13.6%51.5%01.3%00.7%----00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 245Page 245 Q16a California Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 22.7%83.5%108.9%1413.7%1315.3%113.7%1814.0%416.1%710.3% 2336.2%6127.0%3833.9%3434.0%2024.0%8829.3%5039.2%1141.8%2131.5% 3453.4%13660.7%5750.8%4545.6%3946.4%18662.1%4334.4%934.3%2435.7% 57.6%188.1%54.3%76.7%1113.3%144.8%1512.1%27.7%1522.4% --20.7%22.1%--11.1%00.1%00.4%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 246Page 246 Q16a California Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 36.5%358.3%68.0%16.4%86.8%12.7% 816.1%13231.6%1824.2%941.1%2824.2%523.7% 3572.2%21350.8%4559.8%1148.3%6052.2%1260.2% 24.7%358.4%68.0%14.1%1613.9%313.4% 00.6%40.9%----32.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 247Page 247 Q16b Southern California Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 396.0%366.6%23.6%109.2%265.0%306.0%86.4%185.7%196.2% 18929.0%16630.2%1625.9%3330.5%14628.6%15030.5%2824.0%9630.3%8828.1% 35254.1%28752.0%4062.7%5551.6%28254.9%26253.5%7160.7%17555.4%16853.8% 649.9%5810.6%46.3%87.1%5410.6%448.9%108.6%257.9%3511.1% 61.0%40.7%11.4%21.5%50.9%51.0%00.4%20.7%20.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 248Page 248 Q16b Southern California Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 13.3%13.6%514.1%46.9%45.8%54.8%97.4%295.1%911.4% 737.9%1035.6%1439.5%2544.4%2330.3%2324.2%4436.0%16329.1%2432.2% 734.2%1345.6%1029.0%2137.2%4054.1%6364.6%6653.8%31155.5%3039.9% 524.6%415.2%617.5%59.1%79.8%66.4%32.4%529.3%1215.9% ------12.4%----00.4%61.0%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 249Page 249 Q16b Southern California Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 311.8%610.7%36.0%49.2%00.8%107.9%144.3%356.0%13.4% 1350.5%1120.4%2044.4%1330.3%1129.6%3930.8%8125.5%17329.2%1129.4% 934.7%2751.1%1736.6%2352.1%2155.9%6551.9%19159.6%32054.0%2258.8% 01.3%917.8%613.0%48.4%512.4%97.2%319.8%589.8%38.3% 01.8%------01.2%32.1%30.8%61.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 250Page 250 Q16b Southern California Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 107.1%32.5%12.3%257.6%12.6%45.7%79.5%107.4%93.4% 3222.4%4331.5%924.9%10030.8%925.7%2743.0%2127.2%3929.5%7830.2% 8962.5%7957.7%2464.2%15648.0%2161.5%2946.7%4154.6%7053.5%13953.4% 118.0%118.3%24.9%4012.1%38.9%34.6%78.8%129.5%3413.0% ----13.6%51.5%01.3%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 251Page 251 Q16b Southern California Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 22.7%62.7%65.3%1111.5%1011.5%103.4%1410.8%312.4%69.6% 1929.3%5825.9%4035.3%2929.1%2934.0%8026.6%4938.6%1246.6%2232.9% 3554.3%14062.3%5952.2%4848.9%3844.6%18862.8%4939.1%829.7%2740.1% 913.6%198.5%65.1%1010.4%89.4%227.2%1511.5%311.3%1217.4% --10.6%22.1%--00.5%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 252Page 252 Q16b Southern California Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 00.8%255.9%57.0%210.6%65.2%15.3% 1019.8%12630.1%2027.3%732.8%3026.4%422.4% 3674.5%22854.4%4358.1%1252.4%5849.9%1260.2% 24.3%378.8%67.6%14.1%1816.0%212.1% 00.6%30.8%----32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 253Page 253 Q16c San Diego County Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 477.3%448.1%23.6%1211.1%316.1%367.3%97.6%237.4%227.0% 23035.4%20036.3%2336.7%3230.1%18636.3%17635.9%4135.2%12339.0%10232.8% 31247.9%25446.0%3352.3%5450.3%24547.8%24048.8%5446.1%14646.2%15750.3% 548.3%478.4%45.9%66.0%458.8%336.7%1210.4%206.4%289.0% 81.2%71.2%11.4%32.4%51.0%61.2%10.8%31.0%30.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 254Page 254 Q16c San Diego County Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 15.7%310.6%514.1%59.0%45.8%66.2%97.6%356.2%1013.3% 1050.8%1242.6%1746.9%2747.9%2432.0%3434.9%4940.1%19835.3%2736.2% 420.4%1037.6%1028.2%2034.2%4053.1%5658.1%5948.0%27749.4%2836.8% 423.1%39.2%39.6%58.9%68.4%10.8%54.0%447.9%1013.1% ----01.3%--00.6%--00.4%71.2%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 255Page 255 Q16c San Diego County Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 310.0%611.6%49.5%48.6%25.8%107.7%195.8%427.1%24.6% 1246.5%2241.5%2349.2%1636.5%1129.5%4636.8%10031.4%20835.1%1437.1% 936.9%2139.4%1532.9%2045.2%1949.2%5947.6%16852.7%28648.3%1951.2% 13.0%47.5%48.4%49.7%513.1%75.8%299.0%498.2%25.9% 13.5%------12.4%32.1%31.0%71.2%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 256Page 256 Q16c San Diego County Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 1610.9%43.0%12.3%278.2%12.6%58.8%79.5%139.6%124.4% 3524.8%5842.7%1437.5%11635.5%1131.3%2641.8%2735.3%4735.9%9637.1% 8459.3%6648.5%1541.3%14444.2%1749.0%2844.8%3344.2%6348.0%12749.1% 74.6%85.9%514.0%3410.4%515.8%34.6%811.1%85.9%249.4% 00.3%--24.8%51.7%01.3%----10.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 257Page 257 Q16c San Diego County Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 46.4%73.1%98.3%1212.3%1011.7%123.9%1612.6%414.2%710.7% 2030.9%7232.0%4338.3%3737.7%3642.5%10133.6%5140.6%1246.4%2639.0% 3249.5%12756.7%5246.6%4343.7%3035.7%17056.8%4636.1%831.0%2030.7% 813.2%167.2%54.7%65.8%89.6%175.6%129.1%26.7%1319.6% --21.1%22.1%00.5%00.5%00.2%21.5%01.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 258Page 258 Q16c San Diego County Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 37.2%327.7%68.0%210.6%65.4%12.7% 1429.4%14835.3%2736.0%837.0%4034.6%735.6% 3062.3%20548.9%3648.4%1148.3%5144.0%1048.4% 00.6%286.7%67.6%14.1%1714.6%313.4% 00.6%61.5%----21.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 259Page 259 Q16d Otay Water District's service area Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 568.6%539.5%34.1%109.0%428.2%438.8%97.3%309.5%247.6% 26140.1%23542.6%1727.3%4138.7%20740.3%20141.0%4739.7%13442.6%11938.3% 26240.3%20737.4%3555.3%4643.2%20339.6%20040.7%4639.5%12439.5%13041.6% 639.7%549.7%68.9%87.5%5410.5%398.0%1512.7%247.6%3511.2% 91.3%40.7%34.4%21.5%71.4%71.5%10.8%30.8%41.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 260Page 260 Q16d Otay Water District's service area Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 15.7%310.6%39.8%711.8%68.0%87.9%119.1%447.9%912.6% 840.9%1555.1%1851.5%2849.0%3445.1%3738.1%5544.5%22540.1%3039.9% 420.2%726.1%926.6%1729.0%3040.8%4850.0%4637.5%22840.7%2736.0% 633.1%28.2%410.8%47.0%46.0%44.0%118.6%559.8%810.8% ----01.3%23.2%----00.4%81.4%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 261Page 261 Q16d Otay Water District's service area Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 311.8%814.9%49.2%512.3%25.8%129.7%216.6%518.6%13.4% 1453.2%2241.6%2553.7%1739.3%1744.8%4536.2%12137.8%23239.2%2359.6% 830.1%1834.2%1225.7%1431.5%1437.4%5443.6%14244.5%24240.8%1232.1% 13.0%48.4%511.4%716.9%410.8%118.4%319.7%6010.0%13.6% 01.8%00.9%----01.2%32.1%51.4%81.4%01.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 262Page 262 Q16d Otay Water District's service area Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 1711.6%85.7%12.3%298.8%13.4%812.2%911.6%118.3%176.7% 4834.1%6144.4%1746.7%13140.3%924.9%3048.1%3242.0%5642.7%10741.3% 6747.4%5741.3%1437.7%12137.0%1749.0%1930.1%2735.6%5441.4%10640.9% 85.5%128.7%38.4%4012.4%721.4%46.5%810.7%97.2%2810.9% 21.3%--24.8%51.5%01.3%23.1%--00.3%00.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 263Page 263 Q16d Otay Water District's service area Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 46.4%104.6%119.4%99.0%1417.1%165.4%2015.5%26.7%711.1% 2742.1%9140.6%4438.9%4343.8%3642.6%11538.4%5946.4%1664.1%2943.0% 2641.3%9843.7%4741.7%4040.2%2631.2%14448.2%3124.8%520.8%1928.8% 69.5%229.7%98.3%66.5%78.5%247.9%1511.9%26.7%1117.1% 00.7%31.5%21.7%00.5%00.5%00.2%21.5%01.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 264Page 264 Q16d Otay Water District's service area Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Improving Staying aboutthe same Getting worse Not sure Prefer not toanswer 48 419 74 23 115 20 611.9%389.1%56.6%210.6%108.5%12.7% 1428.7%17140.9%3141.3%1043.4%3933.9%1050.1% 2755.0%17140.8%3141.2%833.6%4740.4%632.5% 23.9%337.8%810.9%312.4%1714.6%314.7% 00.6%61.3%----32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 265Page 265 Q17a Desalinate and purify seawater to make clean drinking water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 32149.3%27650.1%2843.8%5854.4%25349.3%24850.4%5949.8%17555.6%13844.2% 24036.9%20236.6%2641.5%2725.3%20139.2%17736.0%4639.0%11436.2%11336.1% 314.7%264.6%46.8%66.0%203.9%244.9%32.6%123.9%185.9% 172.7%142.6%34.4%98.8%81.5%142.9%32.8%51.5%113.5% 345.3%315.6%11.9%44.0%285.4%224.5%65.4%72.1%278.6% 71.1%30.5%11.4%21.5%40.8%61.2%00.4%20.7%51.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 266Page 266 Q17a Desalinate and purify seawater to make clean drinking water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1157.7%1659.2%1746.8%2645.7%3547.0%4951.1%5847.1%27949.7%3647.4% 735.0%724.3%1438.7%1627.4%3445.0%4142.6%4637.0%21037.3%2634.5% 01.6%28.9%13.3%610.8%00.6%33.1%86.7%244.3%68.4% 14.1%--26.6%47.3%33.8%--53.8%132.3%45.8% 01.7%27.6%24.6%46.5%33.5%33.3%65.0%305.4%33.4% ------12.4%----00.4%50.8%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 267Page 267 Q17a Desalinate and purify seawater to make clean drinking water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 936.8%2649.4%2860.8%2557.7%2360.1%5543.7%15448.3%29349.3%1949.8% 832.9%1427.6%1022.6%1227.4%922.6%5745.4%13040.6%22137.3%1641.2% 28.7%814.4%12.2%25.1%38.9%54.0%92.9%264.3%11.9% 29.3%35.2%36.8%36.4%11.8%32.1%31.0%152.6%25.0% 310.5%23.4%47.6%12.7%25.4%54.1%185.6%335.6%01.2% 01.8%----00.7%01.2%10.6%51.7%50.9%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 268Page 268 Q17a Desalinate and purify seawater to make clean drinking water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 7149.9%7353.3%1849.6%15748.0%1131.7%3250.9%3748.3%7053.6%13351.4% 5538.6%4935.5%1333.7%12438.2%1646.4%1728.2%2937.9%4937.1%9536.6% 53.5%107.1%12.4%113.5%310.0%69.4%68.1%53.5%103.7% 11.0%42.7%12.4%113.5%12.6%22.9%00.4%64.5%83.0% 85.5%21.4%411.9%195.8%37.9%35.5%45.3%21.3%145.3% 21.6%----31.0%01.3%23.1%----00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 269Page 269 Q17a Desalinate and purify seawater to make clean drinking water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 2538.6%12254.3%4641.1%6161.8%3743.6%16254.0%5039.2%1038.6%3654.6% 2944.6%6930.8%5448.1%3131.0%3743.8%10836.0%5442.7%1246.6%1826.7% 33.9%115.1%43.6%44.1%22.8%103.5%75.9%12.8%45.8% 23.7%83.7%32.8%10.9%22.7%92.9%32.6%01.8%22.9% 69.2%114.7%43.8%22.2%66.7%103.4%86.6%310.3%710.0% --31.5%10.6%--00.5%00.1%43.0%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 270Page 270 Q17a Desalinate and purify seawater to make clean drinking water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 48 419 74 23 115 20 2347.8%20248.2%4560.1%1252.4%5245.0%1153.6% 2450.2%15937.9%2230.1%941.9%4538.8%526.4% --184.4%45.2%12.3%65.4%27.9% 00.9%163.8%11.4%01.1%00.2%-- 00.5%194.5%22.8%12.3%108.9%212.1% 00.6%51.2%00.4%--21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 271Page 271 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 37557.6%31857.6%3454.2%6459.7%29958.3%29159.3%6757.1%18458.2%17957.5% 19429.8%16930.6%1726.5%2422.4%15830.9%14429.4%3428.8%10031.7%8728.0% 253.9%213.8%46.7%65.9%173.2%224.4%21.6%103.0%144.4% 213.3%142.6%710.8%98.0%102.0%122.4%65.3%123.7%103.1% 304.5%295.2%00.4%32.4%275.2%183.7%86.8%82.7%185.9% 50.8%10.2%11.4%21.5%20.4%40.8%00.4%20.7%31.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 272Page 272 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1475.0%2278.6%1850.9%2748.1%4560.8%5455.6%7359.0%33058.8%4154.8% 315.4%310.2%1027.5%1933.3%2533.4%3536.0%3528.3%16529.5%2330.5% 13.8%01.6%25.1%24.1%33.5%33.0%65.0%223.9%33.8% 14.1%12.0%26.6%23.3%11.8%33.4%43.6%193.3%22.7% 01.7%27.6%49.9%58.7%00.4%22.0%53.7%224.0%67.7% ------12.4%----00.4%30.5%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 273Page 273 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1248.4%3464.6%3065.1%2454.6%2564.0%7459.3%17655.2%35359.5%1745.3% 935.4%1527.7%920.4%1738.2%923.3%2922.8%10733.4%17028.6%1436.6% 29.6%11.4%--23.8%37.3%108.4%72.3%233.8%26.2% 13.5%12.2%36.8%01.0%01.2%86.1%82.4%193.2%24.8% 01.3%24.1%47.6%11.6%13.0%32.8%185.7%264.4%26.2% 01.8%----00.7%01.2%10.6%41.1%30.5%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 274Page 274 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 8963.0%8461.1%1437.9%18657.0%1647.2%3962.3%3951.3%7960.2%16463.1% 3927.7%4029.2%1745.8%9428.7%1543.6%1524.0%2229.7%3627.4%7529.0% 21.3%85.5%01.2%154.7%--11.6%911.3%75.7%31.3% 64.5%31.9%12.4%113.5%01.3%45.7%33.6%75.2%52.0% 53.2%32.3%512.6%165.1%26.5%46.4%34.1%21.6%124.5% 00.2%----31.0%01.3%------00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 275Page 275 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 3656.8%13660.9%6254.7%6464.4%4755.3%20066.8%6148.2%1453.7%3247.8% 1929.0%6127.1%3935.0%2525.4%2529.5%8026.8%4031.7%1038.9%2232.4% 23.4%83.4%65.6%33.0%45.3%51.5%86.6%01.8%57.1% --114.7%22.0%55.0%33.4%82.7%54.2%12.8%45.8% 710.8%83.4%22.1%22.2%56.0%62.1%107.8%12.8%56.9% --10.6%10.6%--00.5%00.1%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 276Page 276 Q17b Capture, store, treat rainwater, stormwater runoff to produce clean drinking water Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 48 419 74 23 115 20 3062.5%23455.8%4864.8%1254.7%6657.4%1573.8% 1530.6%13031.0%2128.2%937.7%3026.3%422.3% 24.9%194.6%11.0%15.3%43.5%-- 00.9%153.6%11.4%--54.5%-- 00.5%184.2%34.2%12.3%86.6%13.9% 00.6%30.8%00.4%--21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 277Page 277 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 13821.2%12222.2%914.1%2220.7%10821.0%10821.9%2521.2%6721.3%6320.3% 17827.3%15427.9%1320.1%2422.0%14628.5%14028.6%3025.6%10734.1%6219.9% 12018.5%10719.3%1016.5%1917.6%9819.1%8918.1%2420.3%6319.9%5718.4% 16224.8%12222.2%3047.9%3734.7%11722.7%11623.6%3025.7%6219.8%9229.6% 487.4%458.2%00.7%54.4%428.2%357.0%86.8%134.2%3411.0% 50.7%10.2%00.7%10.7%20.4%40.8%00.4%20.7%30.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 278Page 278 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 526.0%620.5%514.6%1118.5%2128.6%2222.3%2721.7%11620.7%1926.0% 735.0%932.5%1027.2%1526.0%2229.3%2929.9%3931.3%16028.4%1824.3% 418.5%620.2%410.8%1221.3%1925.9%2323.7%1915.0%10318.4%1520.3% 317.4%518.7%1439.8%1424.9%911.4%2122.1%3125.4%13724.4%1823.6% 13.1%28.2%37.6%47.0%44.7%22.0%86.3%437.7%45.2% ------12.4%----00.4%20.4%00.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 279Page 279 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 312.5%1222.4%1226.5%1125.2%615.8%2822.5%6620.5%12320.7%924.0% 727.7%1425.8%715.8%1840.2%1027.0%3326.1%8927.9%17429.3%39.0% 729.3%1528.4%818.1%512.3%819.8%1714.0%5918.5%10617.9%1128.1% 519.9%1019.4%1327.8%919.9%1232.5%3629.2%7623.8%14224.0%1231.8% 28.8%24.1%511.8%11.6%24.9%108.1%268.1%457.6%26.2% 01.8%----00.7%--00.2%41.2%30.4%00.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 280Page 280 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 2618.3%2820.8%513.2%7522.9%719.1%1727.7%1114.2%2418.4%6324.1% 4834.1%3122.9%925.1%8827.1%925.4%1219.4%2533.4%3426.0%8030.7% 2014.3%2720.0%1027.7%6018.5%925.4%46.3%1823.7%3728.3%4216.1% 4027.9%3727.2%1026.0%7523.0%823.8%2235.2%1824.4%2922.2%6023.0% 74.9%129.1%38.0%257.7%24.9%711.4%34.3%75.1%166.0% 10.4%----20.7%01.3%------10.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 281Page 281 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 1320.1%5122.6%1513.7%2525.4%1922.1%7424.8%1914.7%624.4%1522.3% 1321.0%6328.2%4338.6%2626.6%2024.0%9431.4%3930.6%417.0%1015.1% 1725.8%3515.7%2017.6%1717.2%2427.8%5317.6%2519.5%519.5%1827.7% 1523.5%5926.4%2723.5%2525.7%1619.2%6321.2%3326.0%728.8%1725.2% 69.6%146.3%76.3%55.1%66.9%154.9%107.7%310.3%69.6% --20.7%00.2%----10.2%21.5%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 282Page 282 Q17c Recycle sewer water, purify it to clean drinking water standards using advanced water treatment Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Stronglysupport Somewhatsupport Somewhatoppose Strongly oppose Not sure Prefer not toanswer 48 419 74 23 115 20 1121.9%7718.5%1824.3%524.1%3328.2%422.6% 1327.8%11928.5%2330.6%730.6%2118.6%838.0% 1123.5%8420.0%1419.0%311.7%1714.8%313.9% 917.8%10525.2%1418.5%628.3%3227.8%420.0% 48.5%317.4%57.1%15.3%108.7%15.5% 00.6%20.6%00.4%--21.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 283Page 283 Q18 Frequency of future water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female More About same Less Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 375.7%295.3%34.6%109.1%254.9%336.6%43.3%134.1%226.9% 46972.1%40373.0%4367.8%6762.4%38274.5%33468.0%10488.2%23975.7%21970.3% 13220.3%11220.2%1320.3%2826.0%9819.1%11623.7%98.0%5718.1%6521.0% 101.6%71.4%34.3%22.3%71.4%81.6%10.5%41.4%61.8% 20.4%00.0%23.0%00.3%00.1%00.1%--20.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 284Page 284 Q18 Frequency of future water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others More About same Less Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 16.9%414.9%12.6%23.6%67.7%44.4%43.4%305.3%56.5% 1369.1%1452.4%2879.6%4171.5%5270.3%7779.2%9980.5%40872.6%5269.9% 419.5%932.7%514.0%1220.8%1622.0%1616.1%2016.1%11520.5%1418.7% 14.6%--13.8%24.1%--00.3%--81.5%22.4% --------------00.0%22.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 285Page 285 Q18 Frequency of future water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other More About same Less Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 312.2%611.2%01.0%511.0%11.8%32.4%195.9%315.3%13.8% 1663.8%3363.9%3371.8%3375.1%2565.0%9374.7%23573.6%43272.8%2668.9% 520.9%1121.2%1226.7%612.6%1231.3%2620.6%6018.8%12120.4%1025.7% 13.0%--00.6%11.4%11.9%32.0%51.6%81.4%11.6% --23.6%------00.2%00.1%10.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 286Page 286 Q18 Frequency of future water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older More About same Less Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 64.0%32.4%11.9%237.1%37.4%58.1%45.0%75.3%145.5% 9667.5%11281.7%2670.4%23371.5%1853.2%3861.4%5065.7%10076.5%19976.5% 3927.7%2014.9%822.5%6419.7%1131.6%1829.1%2228.7%2217.1%4216.1% 10.6%11.1%25.1%61.7%12.3%11.3%00.6%11.0%51.8% 00.2%----00.1%25.6%------00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 287Page 287 Q18 Frequency of future water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican More About same Less Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 11.1%62.7%76.0%55.1%1011.4%113.8%107.9%01.1%34.4% 5077.9%16372.6%8575.7%6969.9%6172.4%23076.8%8063.6%2388.7%5074.9% 1320.3%5323.7%1816.0%2323.1%1214.3%5719.1%3224.9%29.2%1015.1% 00.7%20.9%32.4%21.9%21.9%10.3%53.6%01.1%22.7% --00.1%------00.1%----22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 288Page 288 Q18 Frequency of future water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other More About same Less Not sure Prefer not toanswer 48 419 74 23 115 20 612.9%266.1%34.2%13.4%76.4%-- 3368.2%30272.2%5169.2%1986.0%8271.0%1471.0% 918.4%8319.8%1824.8%210.6%2320.0%527.5% --61.5%11.8%--22.1%01.5% 00.6%20.5%----10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 289Page 289 Q19 Taken actions to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 49175.4%41575.2%4774.6%8579.3%38675.3%491100.0%--23273.4%23876.2% 11818.1%10418.8%1015.3%1917.3%9518.6%--118100.0%6921.8%4715.1% 365.6%295.3%46.3%21.9%305.9%----134.2%237.4% 71.0%40.7%23.7%21.5%10.3%----20.7%41.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 290Page 290 Q19 Taken actions to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1157.4%2487.4%2878.2%4070.4%5168.3%7577.3%8367.1%43076.7%4864.5% 528.4%39.3%39.1%1220.7%1621.5%1717.4%3730.2%9717.2%1824.6% 212.9%01.6%411.5%58.9%810.2%55.4%32.7%305.4%68.0% 01.3%01.6%01.3%--------40.7%22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 291Page 291 Q19 Taken actions to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1973.1%3159.7%3371.2%3272.1%3489.1%9575.7%24777.4%45276.2%2669.5% 624.1%1732.0%919.5%1124.1%49.7%1511.8%5717.7%10417.5%924.6% 01.1%24.2%49.3%23.8%--1512.3%123.9%345.7%25.9% 01.8%24.1%----01.2%00.2%31.0%40.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 292Page 292 Q19 Taken actions to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 11480.6%10173.5%2157.3%24876.1%1441.1%5081.4%5066.4%9270.4%21080.9% 2114.7%2921.2%1540.8%5216.0%1336.8%1015.5%2026.0%3123.4%3613.8% 53.7%64.3%11.9%247.5%515.1%23.2%57.0%75.2%145.2% 11.0%11.0%--20.5%26.9%--00.6%11.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 293Page 293 Q19 Taken actions to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 4265.1%17276.7%9483.8%7373.6%5565.1%21571.7%10180.2%2492.6%4669.6% 1625.2%4118.3%1110.2%2020.4%2226.0%7223.9%1713.7%27.4%913.3% 69.7%114.8%54.5%66.0%78.4%124.0%75.5%--914.2% --00.2%21.6%--00.5%10.5%10.6%--22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 294Page 294 Q19 Taken actions to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 48 419 74 23 115 20 3877.9%32276.9%5675.5%1984.1%7867.3%1678.9% 612.9%6916.6%1520.7%210.6%2723.0%418.7% 47.8%245.7%33.8%14.1%87.1%02.4% 11.5%30.8%--01.1%32.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 295Page 295 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 491 415 47 85 386 491 -232 238 20942.5%18043.5%1941.1%3541.4%16342.1%20942.5%--10243.8%9841.4% 26553.9%22053.1%2757.8%4147.7%21054.4%26553.9%--12955.6%12452.1% 24950.7%22053.0%1735.9%3642.1%20051.9%24950.7%--12353.1%11347.7% 33167.4%28167.7%3268.3%4653.7%27170.2%33167.4%--15265.6%16468.8% 102.0%82.0%00.5%22.9%81.9%102.0%--51.9%52.3% 34169.5%28869.5%3267.6%4351.1%28573.8%34169.5%--16069.0%16970.9% 31163.4%26664.0%2758.1%4654.7%25265.3%31163.4%--14964.3%14962.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 296Page 296 Q20 Actions taken to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 11 24 28 40 51 75 83 430 48 331.6%1250.7%1241.7%1638.6%1835.3%3749.7%3441.3%18442.8%2041.6% 653.3%1355.1%1658.2%1845.3%2956.1%4357.2%3845.8%24456.8%1838.1% 433.5%1041.9%1346.9%2562.2%2140.5%4053.9%4149.5%22251.5%2245.7% 759.3%1250.6%1968.7%2358.1%3364.8%5168.2%5971.9%29067.3%3470.1% ------511.5%--22.9%22.6%102.3%-- 440.5%2084.3%1967.3%2561.3%3466.7%5269.7%5263.4%30570.8%3163.5% 220.4%1458.2%1968.0%2868.4%3976.6%5066.6%5059.8%27664.1%2756.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 297Page 297 Q20 Actions taken to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 19 31 33 32 34 95 247 452 26 840.4%1236.8%1134.8%1032.2%1647.5%4851.2%10341.7%19643.3%1143.4% 526.2%1753.8%1751.9%1444.2%1854.0%4446.1%15060.5%24654.4%1868.6% 841.3%1133.8%1340.1%1752.3%1748.7%5558.4%12952.2%23050.8%1659.1% 1263.3%1547.6%2472.3%2578.6%2160.4%6063.7%17570.6%30567.5%1973.6% 12.8%----00.9%--44.0%52.2%102.1%01.0% 1264.3%1652.4%2266.9%2474.1%2160.2%6467.9%18373.8%31369.3%2180.4% 841.2%2063.5%2165.0%2372.6%2573.9%5355.6%16165.1%28663.3%2282.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 298Page 298 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 114 101 21 248 14 50 50 92 210 5044.0%4241.3%420.4%11044.3%537.6%1733.0%1428.3%5357.5%9043.0% 7061.3%4746.5%420.0%14156.8%535.3%2039.1%2652.6%4953.4%12459.1% 5851.1%5252.0%629.7%12952.1%646.0%2039.8%2855.9%4549.0%10750.9% 8876.7%6868.0%522.0%16666.8%856.4%2244.3%3468.4%6064.7%15071.2% 21.7%00.3%28.9%41.6%--00.5%--22.4%42.0% 9078.4%6666.0%942.4%17269.2%858.5%3263.3%3162.6%6165.8%15573.7% 7263.0%6464.0%1151.7%16265.2%535.8%2854.9%2651.8%5862.8%14569.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 299Page 299 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 42 172 94 73 55 215 101 24 46 1227.8%6839.4%4446.2%3244.7%2443.9%9946.1%4140.9%522.8%2655.5% 2866.1%9454.5%5457.2%3446.3%2647.2%11754.6%5756.6%1250.2%2554.2% 2252.3%8348.4%4548.1%4156.8%2544.6%10448.2%4948.2%833.4%3270.2% 2763.9%12472.2%6063.9%4257.6%3666.0%14969.6%6463.4%1877.5%2961.9% 00.6%32.0%22.0%23.0%00.5%21.1%----48.3% 3788.9%10862.6%6468.3%5271.0%3257.9%14567.3%6665.4%1561.4%4291.5% 3378.4%11667.3%5356.1%4561.6%3460.8%13763.9%6564.0%1770.6%2656.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 300Page 300 Q20 Actions taken to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Purchasedwater-efficientappliances(clothes washer,dishwasher, etc.) Used water-efficient faucetand showerheads Fixed leaks Only run dishwa-sher/laundrywhen full Use a grey-water system Turn off faucetwhile brushingteeth Use less waterwhen takingshower, handwashing dishes,etc. 38 322 56 19 78 16 1436.5%14444.7%2442.4%945.3%2531.8%746.8% 1848.1%17153.0%3664.9%1054.3%4051.4%746.8% 2259.0%16049.6%2646.2%1157.9%4557.7%746.8% 2360.5%23171.8%3663.4%1160.1%4355.9%958.3% 25.8%61.8%11.3%12.7%33.8%-- 2566.7%23171.8%4070.4%1369.1%4760.8%1063.3% 2156.4%20463.3%3765.3%1472.7%4760.8%958.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 301Page 301 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 491 415 47 85 386 491 -232 238 29159.3%24559.2%2756.2%3338.9%24763.9%29159.3%--13357.3%14962.6% 24149.2%20349.0%2654.4%3743.8%19650.8%24149.2%--11449.1%12050.5% 22145.1%18644.9%2553.2%3237.6%18247.2%22145.1%--10947.2%10142.4% 26554.1%22053.1%2960.9%3238.2%22758.9%26554.1%--12855.1%12753.3% 30161.3%25160.6%3164.7%3136.9%25666.4%30161.3%--15466.6%13355.9% 22445.7%18845.3%1940.5%2731.7%18748.4%22445.7%--10143.6%11749.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 302Page 302 Q20 Actions taken to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 11 24 28 40 51 75 83 430 48 217.7%1770.5%1140.6%2357.7%1937.8%4661.2%6275.3%26761.9%2041.4% 544.3%728.6%1140.1%1845.6%2039.4%3851.0%4959.2%21850.7%1938.3% 327.0%1249.0%622.4%2460.3%1426.9%3343.5%3845.8%20547.6%1428.5% 541.3%1770.5%1449.6%2357.4%2141.1%4459.4%4959.6%24356.5%1734.9% 548.4%1770.2%1451.3%2460.0%2854.4%4863.7%4554.5%27263.1%2448.6% 331.3%937.3%933.3%1947.4%2038.7%4256.4%3238.5%20347.2%1734.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 303Page 303 Q20 Actions taken to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 19 31 33 32 34 95 247 452 26 1054.0%1652.0%1235.3%2165.0%2470.6%5962.2%15060.5%27260.3%1244.0% 525.2%1548.3%1544.2%1342.1%2059.3%4143.5%13253.5%22750.3%1140.2% 422.4%825.3%1237.7%1752.9%1749.9%4547.5%11847.6%21747.9%01.2% 524.3%1858.1%1133.0%1649.1%1956.5%4749.9%15060.5%25055.4%1244.1% 422.1%1238.3%1442.2%1960.5%2572.0%6467.7%16365.9%27460.5%2179.2% 318.5%1136.3%413.0%1339.4%1233.9%4547.1%13655.2%21146.8%828.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 304Page 304 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 114 101 21 248 14 50 50 92 210 7363.6%6261.1%941.6%14458.2%856.2%2652.0%2855.5%5863.0%12559.5% 5951.2%5049.6%1046.3%12148.9%753.0%2346.3%2038.9%4447.8%11454.1% 5851.0%3635.7%1044.7%11445.8%538.7%1325.7%2448.0%4649.3%10148.2% 6657.9%6060.0%837.1%12952.0%750.8%2244.1%2650.8%4144.1%12961.4% 7666.5%5656.1%521.1%16064.6%642.5%1836.1%3060.4%5256.1%14368.2% 6557.2%4241.3%836.1%10843.4%320.8%1427.5%1121.8%4144.7%11956.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 305Page 305 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 42 172 94 73 55 215 101 24 46 2560.8%9957.6%5053.0%4561.5%3664.6%12558.1%6563.8%1458.4%2859.5% 1946.1%9555.5%4244.4%3547.6%1934.0%12055.8%4544.3%728.5%2042.5% 2253.2%7442.9%4447.0%2737.2%2341.2%10147.1%4544.7%626.5%2451.3% 2252.3%9655.8%4851.2%4055.2%3156.0%11754.4%5655.6%834.2%2861.0% 2764.8%11265.1%5053.1%4055.2%3258.7%13864.1%5958.1%1040.8%3166.0% 2355.3%8851.4%4548.1%2028.1%1833.0%11553.5%4645.4%416.6%1838.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 306Page 306 Q20 Actions taken to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Wateredplants/lawnbetween 6PM &10AM Watered plantsless/use dripsystem Adjustedsprinklers sothey don’t runon driveway,sidewalks, wastewater Washed car lessoften/Usedwater-efficientmethods towash car Didn’t hosedown driveway/-walkways Installeddroughttolerant landsc-apes/plants 38 322 56 19 78 16 2566.7%20864.6%2950.8%1157.4%3748.2%640.4% 1846.8%15648.4%3155.9%1053.8%3342.6%1169.4% 1437.5%16150.0%2747.5%629.2%2025.5%851.7% 2052.9%18858.2%2850.2%739.0%3444.4%849.6% 2156.0%21265.6%3154.6%1051.6%3950.3%1063.2% 1642.6%14645.4%3154.7%1053.8%2633.2%1171.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 307Page 307 Q20 Actions taken to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 491 415 47 85 386 491 -232 238 11423.2%9723.5%1020.3%2226.2%8321.6%11423.2%--6427.5%4619.5% 265.3%163.8%816.8%66.9%194.9%265.3%--125.3%104.1% 132.7%102.4%--22.2%112.9%132.7%--41.8%93.9% 81.6%71.7%11.1%11.7%61.6%81.6%--52.2%31.1% 20.4%10.2%--10.9%10.4%20.4%--10.6%10.3% 20.5%20.5%--11.1%10.4%20.5%--20.8%00.2% 20.4%20.5%--11.1%10.2%20.4%----20.8% 10.3%10.3%----10.3%10.3%----10.5% 20.4%--------20.4%----20.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 308Page 308 Q20 Actions taken to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 11 24 28 40 51 75 83 430 48 222.7%1039.9%414.3%1025.4%917.7%2635.0%1922.4%10324.0%919.2% 02.8%01.1%01.0%49.5%59.4%33.9%10.9%255.8%12.1% ------00.7%--22.9%--112.6%-- --------12.7%33.5%11.2%71.7%00.9% 02.8%--14.9%----00.6%--20.4%00.9% ------01.1%12.7%00.6%--20.5%-- ----01.7%13.5%------20.4%-- 03.0%------------10.2%00.7% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 309Page 309 Q20 Actions taken to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 19 31 33 32 34 95 247 452 26 13.9%929.7%513.9%516.0%1338.5%2728.2%5421.9%11124.5%26.7% 02.4%39.0%38.0%27.4%01.3%54.8%135.2%265.8%-- ----25.8%00.9%--00.3%114.4%132.9%-- 15.3%--------33.3%41.4%81.7%-- ------01.4%--00.3%10.5%20.5%-- 14.8%----------10.5%20.5%-- 02.4%----------10.6%20.4%-- 01.7%--12.9%--------10.2%-- ------------20.8%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 310Page 310 Q20 Actions taken to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 114 101 21 248 14 50 50 92 210 3228.1%2120.9%628.5%5422.0%320.4%815.5%1325.4%1616.8%6329.8% 32.7%44.3%210.2%166.6%--36.4%47.6%33.6%83.8% 54.8%43.5%13.4%41.4%----24.3%22.1%62.8% 21.9%21.6%14.2%31.2%01.9%24.7%00.9%--52.2% --00.3%16.3%00.2%----00.9%00.3%10.6% 11.2%00.4%02.1%--16.4%------10.6% --11.4%--00.2%03.2%------10.7% ------10.5%02.3%----11.0%-- ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 311Page 311 Q20 Actions taken to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 42 172 94 73 55 215 101 24 46 512.0%4626.7%2223.3%1825.3%1323.4%5626.1%2423.9%01.4%1022.4% 512.6%105.9%11.5%44.9%12.0%83.8%77.0%14.9%25.1% 11.7%74.0%22.0%22.6%--83.9%11.3%--00.6% 00.6%42.5%32.8%00.6%--21.1%54.7%---- 00.7%21.1%------10.6%----01.0% --00.3%21.9%----10.6%00.4%---- 01.2%--00.5%11.3%--10.7%------ ----11.0%----10.4%------ ------------21.9%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 312Page 312 Q20 Actions taken to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Installedartificialgrass/turf Other (uniqueresponses) Collect, reusewater / Installedrain barrel Removed grass /lawn Less people inthe house Changeirrigationsystem Pool use Not sure Prefer not toanswer 38 322 56 19 78 16 1230.9%7824.3%1729.8%211.2%1013.3%638.4% 38.5%196.0%46.4%--11.8%210.3% --82.4%11.3%--56.3%-- --51.5%--12.7%22.1%15.0% --00.1%----11.7%01.9% 01.2%10.3%----11.7%-- 01.2%00.1%--14.9%--03.1% ----00.6%14.9%---- --20.6%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 313Page 313 Q21 Changes on property to reduce water usage in past 5 yrs Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 41663.9%35163.6%4063.0%6560.6%33765.7%33367.9%6353.4%19260.8%20866.6% 18127.7%16429.7%1218.3%3532.6%13826.9%11323.0%5446.2%10232.2%7524.1% 335.0%254.5%812.6%65.6%244.7%306.1%00.4%123.9%185.7% 213.3%122.2%46.0%11.1%142.7%142.9%--103.1%113.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 314Page 314 Q21 Changes on property to reduce water usage in past 5 yrs Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1470.9%1969.5%2055.3%3662.5%3952.8%7072.3%7460.1%37566.8%3242.9% 314.5%827.8%925.1%1831.5%2939.4%2222.4%4435.5%15227.0%2533.9% 313.3%12.6%37.6%00.8%45.2%22.0%10.9%234.1%912.7% 01.3%--412.0%35.3%22.6%33.4%43.4%112.0%810.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 315Page 315 Q21 Changes on property to reduce water usage in past 5 yrs Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1038.2%2955.8%2247.9%2557.9%2872.7%7963.6%22269.6%38565.0%2258.8% 1038.5%1629.9%1635.1%1329.3%1026.1%3225.9%8426.2%16327.5%1641.2% 28.4%24.0%612.8%37.4%--129.8%72.2%274.6%-- 415.0%510.4%24.1%25.4%01.2%10.7%72.1%172.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 316Page 316 Q21 Changes on property to reduce water usage in past 5 yrs Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 9567.1%9871.3%2361.2%19860.8%1545.1%3861.6%4964.5%7859.7%17969.1% 4028.1%3424.6%1335.2%9428.8%1645.7%1625.8%2127.9%4332.8%6726.0% 64.1%32.1%13.6%206.1%13.6%711.8%00.3%64.6%72.8% 10.6%31.9%--144.2%25.6%00.7%67.3%42.9%52.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 317Page 317 Q21 Changes on property to reduce water usage in past 5 yrs Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 4063.0%14765.8%8373.4%5151.4%5058.9%19966.3%8164.2%1144.5%3857.8% 2031.7%6529.0%2420.9%3434.0%3237.3%8628.7%3426.8%1246.3%1623.7% 34.6%62.8%43.3%88.4%11.1%113.5%75.4%01.8%68.5% 00.7%52.4%32.4%66.2%22.8%51.5%53.6%27.4%710.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 318Page 318 Q21 Changes on property to reduce water usage in past 5 yrs Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 48 419 74 23 115 20 3368.9%27265.0%5472.5%1672.4%6051.8%1471.6% 1429.9%11026.2%1824.3%520.0%4337.7%524.4% 00.5%204.9%22.8%12.3%97.8%14.0% 00.6%174.0%00.4%15.3%32.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 319Page 319 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 416 351 40 65 337 333 63 192 208 22754.6%19254.8%1743.6%3654.9%18254.1%18254.6%3555.0%10253.0%12158.2% 112.5%113.0%--11.2%92.8%102.9%11.7%63.3%42.1% 8019.1%6719.1%819.8%1523.1%6318.6%6318.8%1219.2%3317.1%4320.7% 5914.1%4613.1%821.0%1117.7%4613.8%4613.9%1218.5%3116.2%2512.1% 194.5%185.1%01.1%23.5%164.9%123.5%710.6%105.1%84.0% 41.0%41.1%----30.8%30.8%----41.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 320Page 320 Q22 Changes on property to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 14 19 20 36 39 70 74 375 32 646.4%840.6%838.9%1130.5%2050.1%5173.1%4560.2%21256.5%1134.9% 02.4%--02.3%12.6%24.9%11.3%33.9%102.6%12.4% 15.7%527.5%630.4%924.7%614.5%68.6%1925.1%7319.6%619.4% 03.3%13.7%02.3%411.2%36.4%1521.0%1926.1%5514.7%12.8% ----212.0%13.9%--79.5%57.0%195.0%-- ------------33.5%41.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 321Page 321 Q22 Changes on property to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 10 29 22 25 28 79 222 385 22 552.4%1139.1%1360.6%935.0%1658.3%4252.8%13058.5%21656.2%938.6% --01.5%01.2%13.1%----94.1%92.2%28.6% 221.1%620.5%521.5%625.3%311.0%1215.5%4520.3%7920.6%02.0% --518.3%28.6%311.9%415.3%56.9%3817.3%5815.0%-- 19.3%----311.2%--67.5%94.1%184.7%-- ----------22.6%20.9%41.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 322Page 322 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 95 98 23 198 15 38 49 78 179 6366.3%5556.5%1149.4%9749.1%960.0%1949.4%2244.3%4355.2%10659.0% 22.4%11.5%--73.4%--00.7%24.6%22.1%53.1% 2020.8%2121.3%314.6%3618.0%319.2%36.9%1327.0%1418.3%3821.2% 1010.3%1616.8%834.6%2512.4%321.7%513.1%715.0%1012.5%3016.5% 54.8%98.7%13.2%52.5%17.6%--36.8%56.1%73.7% 22.0%----21.0%--13.5%--22.4%10.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 323Page 323 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 40 147 83 51 50 199 81 11 38 2357.4%9463.8%4453.4%2754.1%2551.1%12060.4%4150.8%656.2%1744.8% 24.7%42.9%22.0%24.7%--41.8%22.7%216.8%25.7% 819.6%2919.8%1315.4%918.1%1529.7%4321.8%1315.8%221.6%615.4% 49.9%2718.3%911.2%816.6%714.6%3718.4%78.8%16.3%513.5% 24.7%64.2%55.7%24.2%47.5%104.8%00.6%--01.2% 24.7%----12.7%11.4%10.4%--216.8%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 324Page 324 Q22 Changes on property to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Installeddroughttolerantlandscapes, fakegrass, concrete Use less waterwhen takingshower, handwashing dishes Purchasedwater-efficientappliances Installed dripsystem Adjusted,changedirrigationsystem settings Watered plantsearly morning orlate afternoon 33 272 54 16 60 14 1957.6%14352.6%3973.2%634.9%2949.1%1068.4% 12.2%72.4%23.3%211.4%00.5%-- 927.4%5319.5%815.3%527.6%1321.8%15.9% 25.4%2910.8%1221.3%318.7%1118.1%425.7% 514.2%145.0%24.0%317.2%---- --20.7%11.3%--12.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 325Page 325 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 416 351 40 65 337 333 63 192 208 245.8%216.0%00.8%33.9%205.9%216.4%34.4%136.8%115.4% 102.4%82.2%12.4%--103.0%82.4%--31.5%73.4% 30.8%30.7%--11.1%30.8%31.0%--31.4%10.3% ------------------ 30.8%31.0%--11.1%30.8%31.0%--31.6%00.1% 82.0%82.3%11.3%22.9%71.9%82.5%--63.1%21.2% 419.9%288.1%819.6%1117.5%288.3%3410.1%812.2%2010.5%178.3% 184.4%133.6%49.6%34.4%154.4%175.1%11.2%126.3%42.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 326Page 326 Q22 Changes on property to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 14 19 20 36 39 70 74 375 32 --210.0%02.3%24.6%24.9%34.6%33.9%215.5%27.3% 214.1%------24.9%--22.6%71.9%12.9% --------24.9%11.0%--30.9%-- ------------------ --------00.7%22.7%--30.9%-- --210.0%------23.5%22.9%71.7%25.9% 214.1%02.4%01.7%720.0%410.6%46.1%56.6%379.8%412.0% 02.4%14.7%29.7%12.0%11.8%11.7%33.5%174.6%13.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 327Page 327 Q22 Changes on property to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 10 29 22 25 28 79 222 385 22 110.3%00.9%02.0%29.3%39.6%34.0%146.4%225.8%28.6% ----------11.2%94.1%102.6%-- --01.5%------00.3%31.2%30.9%-- ------------------ --12.7%--01.1%26.8%--00.2%30.9%-- ----01.2%----44.8%42.0%82.2%-- 04.6%413.2%210.7%13.1%27.4%1215.1%208.9%389.9%02.0% --00.9%210.7%13.1%01.6%00.6%146.3%184.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 328Page 328 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 95 98 23 198 15 38 49 78 179 55.3%77.5%313.5%94.4%16.5%37.4%11.2%56.2%105.5% 44.0%22.0%--42.1%------22.4%52.9% 00.5%32.7%--00.1%----00.6%--31.7% ------------------ --22.4%--10.5%--00.7%----31.8% ----28.4%73.3%--00.7%--44.9%21.4% 1212.3%65.9%311.6%2110.6%14.7%25.0%817.3%810.1%148.1% 55.0%66.0%--83.9%212.4%--36.4%34.3%84.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 329Page 329 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 40 147 83 51 50 199 81 11 38 11.8%74.9%55.5%713.2%36.2%94.5%44.7%02.9%614.9% 49.5%10.9%22.3%----41.9%--216.8%-- --00.2%10.9%00.9%23.8%10.4%--04.0%25.0% ------------------ --32.1%00.3%----31.6%--02.4%-- --21.7%22.6%47.5%--21.2%22.4%--25.7% 24.7%1611.1%1315.1%36.4%24.3%199.6%911.4%--49.7% 12.9%128.0%44.6%11.8%00.5%63.2%33.3%216.8%26.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 330Page 330 Q22 Changes on property to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Used water-efficient faucetand showerheads, toilets Used rain barrels Installedtankless waterheater Use a grey-water system Collected,reused water(rain/shower) Washed car lessoften / Usedwater-efficientmethods towash car Reduced waterusage in general/ Let grass die Installed newsprinklers 33 272 54 16 60 14 37.9%186.6%23.3%--47.3%-- --82.8%--15.7%12.3%-- 00.8%20.9%11.3%--00.5%-- ------------ --20.9%----00.5%15.5% 25.7%82.8%----00.5%13.7% 514.5%2910.7%47.1%--812.7%15.5% 00.8%145.2%24.6%--22.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 331Page 331 Q22 Changes on property to reduce water usage Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 416 351 40 65 337 333 63 192 208 4611.0%318.7%1024.4%710.8%3610.8%3610.8%812.4%2714.1%199.0% 92.1%92.5%--23.4%72.0%82.5%00.7%31.6%62.8% 71.7%51.5%----72.1%51.6%--10.8%62.7% 143.4%92.7%25.5%23.3%123.6%133.9%11.6%63.0%63.1% 71.6%71.9%----72.0%51.5%11.2%52.4%21.1% 4711.2%4713.3%00.6%57.2%3811.3%4413.1%23.0%199.9%2612.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 332Page 332 Q22 Changes on property to reduce water usage Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 14 19 20 36 39 70 74 375 32 324.1%--315.8%410.6%410.4%79.6%912.2%4110.9%12.3% ----01.4%25.4%--23.5%23.2%71.9%25.9% ------12.6%--10.7%45.1%71.9%-- 02.0%313.8%--12.0%36.7%11.3%22.6%143.8%-- ------37.4%36.8%----61.6%12.4% 216.0%528.5%418.4%513.3%512.4%68.2%11.2%379.9%929.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 333Page 333 Q22 Changes on property to reduce water usage Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 10 29 22 25 28 79 222 385 22 15.4%14.9%523.4%27.5%28.5%1012.6%2410.9%4311.2%-- ------415.0%01.6%00.3%42.0%92.3%-- ------13.7%--11.2%52.4%71.9%-- 114.7%--13.3%01.1%--33.9%93.9%123.0%311.8% --26.5%13.5%----11.6%31.3%71.8%-- 112.7%722.4%27.0%518.1%620.5%1012.1%187.9%3910.0%730.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 334Page 334 Q22 Changes on property to reduce water usage Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 95 98 23 198 15 38 49 78 179 1414.9%1111.7%02.0%209.9%317.1%411.2%47.8%1013.2%2011.3% 22.0%10.5%--63.3%----00.6%22.4%52.7% --44.4%--31.4%----11.9%11.2%52.9% 22.6%00.5%13.2%115.3%02.9%511.9%11.5%22.2%52.7% 00.3%10.7%--62.9%--25.0%----42.3% 54.8%1313.4%418.0%2311.7%02.9%718.8%612.4%1113.5%147.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 335Page 335 Q22 Changes on property to reduce water usage Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 40 147 83 51 50 199 81 11 38 36.5%1811.9%1112.8%36.6%59.3%199.3%1114.0%219.2%410.0% --53.3%--23.8%00.5%21.2%55.6%---- 12.3%21.7%--23.7%23.8%73.6%------ 49.5%53.6%44.9%00.9%11.1%84.3%22.9%---- 01.1%42.5%22.3%----62.9%------ 11.8%95.9%56.2%1326.3%48.2%146.9%1518.3%04.0%1024.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 336Page 336 Q22 Changes on property to reduce water usage Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Reduced grass,plants Plant ed droughttolerant plants Changed poolusage,equipment Other (uniqueresponses) Not sure, cannotthink ofanythingspecific Prefer not toanswer 33 272 54 16 60 14 412.8%3111.5%611.3%18.9%57.7%214.7% --83.0%----00.5%13.7% --41.4%--317.2%--13.7% 12.9%103.8%35.3%01.6%10.9%-- 01.4%41.6%11.3%--00.5%211.0% 25.7%3211.9%24.5%320.3%813.2%15.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 337Page 337 Q23 Satisfaction with communication Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 22434.5%21839.5%57.9%4037.0%17734.5%17335.3%4235.6%11937.7%10433.4% 31448.2%25947.0%3555.7%4642.7%25950.5%24249.3%5143.5%14947.2%14847.6% 365.5%264.7%913.9%109.7%224.3%275.6%65.1%144.4%227.0% 132.0%40.8%69.4%65.9%51.0%91.8%53.9%82.5%31.1% 548.3%397.1%69.4%43.6%458.7%346.9%1210.5%237.2%278.7% 101.6%50.9%23.7%11.1%51.0%61.2%21.4%31.0%72.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 338Page 338 Q23 Satisfaction with communication Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 843.0%1139.1%1542.1%1627.8%2634.7%4748.2%4335.0%20436.3%2027.0% 738.4%1555.6%1335.6%3358.2%4256.1%4142.3%5544.6%26647.3%3952.2% 17.1%15.3%39.6%11.3%22.4%33.1%1310.3%305.4%45.5% 14.4%--11.8%12.4%22.6%00.3%32.8%111.9%33.7% 15.8%--410.9%610.3%33.5%66.1%75.6%488.5%45.6% 01.3%------00.6%--21.7%40.6%56.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 339Page 339 Q23 Satisfaction with communication Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 936.3%1833.8%1225.3%1944.0%1127.5%3023.9%12639.4%20935.3%1538.8% 1142.1%2344.5%2962.0%1839.9%2053.1%6551.9%14846.4%28948.7%1949.9% 15.3%610.9%12.6%24.3%614.3%119.0%92.7%315.3%37.0% 27.9%11.4%00.6%11.6%01.2%32.7%61.8%122.0%00.7% 28.4%12.6%49.6%35.8%12.7%1511.9%278.6%478.0%13.6% --46.7%--24.3%01.2%10.6%41.2%40.7%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 340Page 340 Q23 Satisfaction with communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 7150.2%5439.4%1335.6%8425.7%824.5%1829.4%2229.4%4836.4%11544.2% 6042.6%7454.2%1333.6%16650.8%1234.1%3454.1%3545.9%6751.1%11142.7% 21.7%42.8%38.3%268.1%410.3%46.9%79.7%96.6%83.2% 32.1%--11.9%102.9%25.7%22.5%10.7%21.3%31.3% 42.9%43.1%820.6%3811.5%515.8%24.0%1013.6%64.7%218.2% 10.5%10.5%--30.9%39.6%23.1%00.6%--10.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 341Page 341 Q23 Satisfaction with communication Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 2641.2%9341.5%4237.6%2424.3%2327.4%12240.8%4535.5%1247.0%1624.1% 2640.9%10044.6%5851.7%5454.2%4451.7%13545.2%5745.2%1351.3%3755.5% 11.6%114.7%43.4%87.7%910.4%124.0%107.7%01.8%34.9% 00.4%31.3%21.7%33.1%44.7%20.8%21.7%---- 1015.9%156.8%65.3%1110.8%44.9%248.2%108.2%--811.4% --21.0%00.4%--10.9%30.9%21.7%--34.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 342Page 342 Q23 Satisfaction with communication Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very satisfied Somewhatsatisfied Somewhatdissatisfied Very dissatisfied Not sure Prefer not toanswer 48 419 74 23 115 20 1326.3%13231.6%2938.5%837.0%4841.9%733.4% 2551.1%21651.6%3546.4%1358.4%4236.7%736.3% 510.4%245.8%34.3%--86.8%02.4% 48.3%71.7%10.9%--43.3%29.4% 23.3%327.7%79.0%13.4%119.6%314.5% 00.6%71.6%11.0%01.1%21.6%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 343Page 343 Q24 Recall receiving the Pipeline Customer Newsletter Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Yes No Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 31648.6%27750.1%2437.7%5147.3%25649.9%23648.2%6555.7%15749.8%15148.4% 19830.4%16329.5%2640.8%3835.4%15229.6%15130.8%3832.0%9229.1%9530.4% 12819.7%10819.5%1218.6%1917.3%10119.6%9719.8%1412.3%6520.5%5919.1% 91.3%50.9%23.0%--50.9%61.3%--20.6%62.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 344Page 344 Q24 Recall receiving the Pipeline Customer Newsletter Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Yes No Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 314.6%932.1%1440.3%2341.1%3851.5%5658.2%6048.7%29352.2%1823.4% 1264.3%1035.3%823.5%2238.1%2228.9%2424.4%4234.3%16228.8%3141.4% 419.7%932.6%1336.2%1017.5%1519.6%1717.3%2117.0%10418.5%2229.7% 01.3%----23.3%------30.5%45.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 345Page 345 Q24 Recall receiving the Pipeline Customer Newsletter Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Yes No Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 1038.7%1834.3%1533.0%2045.8%2052.6%5241.3%18156.8%29649.9%1949.0% 1142.6%2242.6%1736.3%1124.3%1540.0%3729.5%8526.6%17830.0%1333.8% 518.7%1018.9%1430.7%1125.6%37.4%3527.7%5115.8%11719.7%717.2% --24.1%--24.3%--21.5%30.8%30.4%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 346Page 346 Q24 Recall receiving the Pipeline Customer Newsletter Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Yes No Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 142100.0%137100.0%37100.0%--1646.1%3150.3%2837.5%7053.1%13351.2% ------19860.7%1442.1%1524.6%2837.0%3526.9%7629.1% ------12839.3%26.2%1422.0%1925.5%2619.5%5119.6% --------25.6%23.1%--10.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 347Page 347 Q24 Recall receiving the Pipeline Customer Newsletter Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Yes No Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 2437.0%13359.3%6153.7%3737.7%3642.5%16755.8%5039.4%729.0%2538.3% 2843.8%4921.8%2421.4%4242.3%3440.2%8227.3%4737.0%1246.6%1624.1% 1219.2%4218.6%2824.9%2019.9%1517.3%5016.6%2821.9%624.4%2131.8% --10.3%------10.2%21.7%--45.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 348Page 348 Q24 Recall receiving the Pipeline Customer Newsletter Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Yes No Not sure Prefer not toanswer 48 419 74 23 115 20 3061.5%19245.9%4662.0%1356.6%5648.9%943.5% 1531.5%13231.4%1824.2%625.3%3631.5%630.1% 37.0%8720.8%1012.8%417.0%2319.5%526.3% --81.8%11.0%01.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 349Page 349 Q25 Frequency of reading the Pipeline Customer Newsletter Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Always Sometimes Rarely Never Prefer not toanswer 316 277 24 51 256 236 65 157 151 14244.8%12545.1%1146.0%2243.6%11645.4%11448.4%2131.9%7346.4%6543.2% 13743.3%12143.6%938.0%2040.4%11043.1%10142.6%2944.3%6541.6%6744.5% 319.9%269.5%313.0%510.1%2610.3%187.5%1420.8%149.1%1711.4% 61.9%51.7%13.0%35.3%31.3%41.5%22.5%42.8%21.0% 00.1%00.1%--00.6%----00.5%00.2%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 350Page 350 Q25 Frequency of reading the Pipeline Customer Newsletter Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Always Sometimes Rarely Never Prefer not toanswer 3 9 14 23 38 56 60 293 18 137.3%665.0%531.4%728.2%1948.7%2443.1%1931.7%13546.1%527.0% 136.7%328.8%856.0%1354.9%1642.0%2341.0%3050.2%12342.1%1059.3% 125.9%16.2%212.6%310.7%37.9%611.3%1016.5%3010.2%14.1% ------16.2%11.4%34.6%11.5%41.5%29.6% --------------00.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 351Page 351 Q25 Frequency of reading the Pipeline Customer Newsletter Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Always Sometimes Rarely Never Prefer not toanswer 10 18 15 20 20 52 181 296 19 440.4%525.5%850.7%627.6%841.0%1528.4%9753.5%13244.6%950.8% 547.6%1159.5%531.5%841.2%946.2%3058.7%6938.0%12943.6%736.5% 02.8%17.5%317.8%631.2%28.3%612.4%137.0%299.8%212.7% 19.2%17.4%----14.5%--31.5%51.9%-- ----------00.6%--00.1%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 352Page 352 Q25 Frequency of reading the Pipeline Customer Newsletter Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Always Sometimes Rarely Never Prefer not toanswer 142 137 37 -16 31 28 70 133 142100.0%------741.4%1342.3%931.6%2231.6%7253.9% --137100.0%----533.2%1546.6%1655.9%3652.2%4937.1% ----3184.1%--320.7%26.3%310.9%1116.2%107.2% ----615.9%--14.6%24.8%01.6%--31.9% ------------------ Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 353Page 353 Q25 Frequency of reading the Pipeline Customer Newsletter Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Always Sometimes Rarely Never Prefer not toanswer 24 133 61 37 36 167 50 7 25 1666.3%6750.8%3252.7%719.2%926.1%8248.8%2754.2%674.4%728.9% 728.8%5340.1%1829.3%2566.8%2056.1%7142.4%1530.8%06.1%1245.4% 13.0%96.9%1017.0%412.1%514.9%116.8%511.0%119.5%725.7% 01.9%32.2%00.5%11.9%12.9%42.1%23.4%---- ----00.5%------00.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 354Page 354 Q25 Frequency of reading the Pipeline Customer Newsletter Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Always Sometimes Rarely Never Prefer not toanswer 30 192 46 13 56 9 1032.4%9147.4%1941.5%535.3%2340.4%448.4% 1653.8%8142.4%2350.9%650.0%2238.9%442.0% 413.8%178.8%25.4%214.7%916.8%16.1% --31.4%12.3%--23.9%-- ----------03.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 355Page 355 Q26a Email Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 26540.8%22741.2%2539.5%4643.2%20940.9%20241.1%4941.5%13342.3%12339.4% 29545.3%25746.7%2540.2%3936.4%24247.2%22145.0%5446.0%14044.5%14245.6% 6510.1%488.7%1117.0%1716.1%438.4%479.6%1411.6%319.9%3210.4% 253.9%193.4%23.3%54.3%183.5%214.3%10.9%113.4%144.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 356Page 356 Q26a Email Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 632.1%1140.5%1439.3%2340.2%2128.0%4041.6%5947.7%23441.6%2736.0% 738.3%727.3%1644.0%2543.7%4256.7%4748.6%5746.1%26146.5%2837.2% 525.1%622.6%24.9%59.6%1114.9%99.7%64.6%509.0%1419.1% 14.5%39.6%411.8%46.5%00.4%--21.5%162.9%67.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 357Page 357 Q26a Email Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1247.5%2547.2%1941.2%1841.3%1539.9%4032.0%13642.6%24741.6%1335.4% 1039.3%1732.0%2144.9%2148.3%1642.8%6350.2%14746.0%27646.6%1743.8% 26.6%815.3%612.7%24.3%512.4%1814.4%257.9%538.9%514.2% 26.6%35.5%11.2%36.1%25.0%43.4%113.5%172.9%36.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 358Page 358 Q26a Email Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 8157.3%4734.3%1128.5%12738.8%1337.2%3150.0%3343.0%5844.0%10440.1% 4834.0%7555.0%1848.0%15146.2%1647.2%2235.8%3242.4%6549.5%11945.9% 96.0%117.9%922.8%3610.9%39.0%57.6%911.7%64.7%2911.1% 42.7%42.8%00.7%134.0%26.5%46.6%22.9%21.7%82.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 359Page 359 Q26a Email Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 2335.9%9442.0%5044.8%4444.9%3136.9%13143.8%4334.4%1557.6%2740.2% 3149.0%10346.1%4943.9%4747.4%4148.4%13444.9%6249.1%935.6%3045.2% 813.2%219.6%1110.2%43.9%1011.4%299.8%1713.3%13.9%35.0% 11.8%52.4%11.1%43.9%33.3%41.5%43.2%12.8%69.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 360Page 360 Q26a Email Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1326.9%15937.9%3446.3%941.1%5548.0%838.2% 2960.5%20549.1%2736.6%1150.2%4135.7%1048.6% 612.0%389.1%1013.3%13.4%1412.3%313.2% 00.6%174.0%33.8%15.3%54.0%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 361Page 361 Q26b Newsletters emailed to you / Electronic Newsletters Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 20832.0%18433.4%1625.1%3734.4%16432.0%15631.8%4235.8%10232.3%10032.2% 29645.5%25345.8%2743.1%3936.7%24347.4%22646.1%5042.7%14746.5%13844.4% 10516.2%8214.8%1625.5%2725.0%7614.8%7815.8%2218.8%4714.9%5316.9% 416.3%336.0%46.3%43.9%305.8%316.3%32.8%206.3%206.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 362Page 362 Q26b Newsletters emailed to you / Electronic Newsletters Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 527.1%726.7%1543.2%1729.3%2128.3%3333.7%4737.7%18332.6%2228.9% 735.5%1555.6%1234.2%2441.1%3749.3%4951.1%5746.2%25845.9%3344.2% 631.2%310.8%616.2%1118.5%1622.1%1313.8%1210.0%8815.7%1621.8% 16.2%27.0%26.4%611.1%00.4%11.4%86.1%335.8%45.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 363Page 363 Q26b Newsletters emailed to you / Electronic Newsletters Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1247.7%1528.8%1021.6%1124.8%1642.9%2922.9%11536.0%19232.3%1333.4% 934.6%2344.5%2657.1%2657.9%1231.2%5846.5%14244.4%27346.0%1847.3% 414.7%1222.3%920.2%510.4%513.2%3124.8%4012.5%9616.2%616.8% 13.0%24.4%11.2%36.8%512.7%75.8%227.0%335.5%12.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 364Page 364 Q26b Newsletters emailed to you / Electronic Newsletters Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 6948.9%3122.6%412.0%10431.8%1028.7%2032.5%2938.7%4131.6%9536.5% 5035.0%7856.8%1745.6%14745.1%1750.3%2947.4%3242.3%6448.7%11142.8% 1611.2%2518.2%1539.8%4915.2%411.8%1015.4%1115.1%2116.3%4015.4% 75.0%32.4%12.7%267.9%39.1%34.7%33.9%43.4%145.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 365Page 365 Q26b Newsletters emailed to you / Electronic Newsletters Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 2640.2%8035.8%3530.6%2828.2%2428.8%10334.4%4132.4%1246.0%1928.7% 2132.8%9241.1%5952.1%5858.5%3743.8%13143.8%5644.6%934.0%3857.7% 1421.9%4118.3%1816.1%55.1%1720.3%5618.5%2116.5%311.5%34.9% 35.1%114.9%11.1%88.2%67.0%103.2%86.5%28.5%68.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 366Page 366 Q26b Newsletters emailed to you / Electronic Newsletters Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1530.1%13231.6%2634.9%626.4%3631.5%839.6% 2347.0%20047.8%2736.2%1251.3%4942.6%841.7% 919.5%6415.3%1520.4%417.0%1816.0%418.7% 23.4%225.3%68.5%15.3%119.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 367Page 367 Q26c Social Media like Twitter, Facebook and Instagram Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 6710.3%6211.2%46.0%1311.8%509.8%5010.3%1210.6%299.1%3812.2% 18228.0%15327.8%2234.4%3129.4%14127.5%14429.4%3126.6%8326.3%9329.9% 32650.1%27049.0%3555.5%5450.2%25950.5%24249.3%6151.8%16351.6%14947.8% 7611.6%6612.0%34.1%98.6%6212.2%5411.1%1311.0%4112.9%3110.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 368Page 368 Q26c Social Media like Twitter, Facebook and Instagram Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 418.9%311.9%719.0%46.2%912.0%98.8%1713.8%559.8%1215.6% 317.9%725.0%1027.2%2237.7%2026.5%3233.1%4032.9%15828.2%1925.2% 945.3%1450.9%1336.7%2442.0%4053.3%5354.6%5746.1%28851.3%3546.0% 317.9%312.2%617.1%814.1%68.3%33.4%97.2%6110.8%1013.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 369Page 369 Q26c Social Media like Twitter, Facebook and Instagram Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 727.9%611.8%612.5%49.1%717.2%118.6%278.3%6110.3%512.8% 416.0%1324.7%1737.9%1739.7%1437.1%3931.6%7724.0%17128.8%923.7% 1245.2%2853.9%2247.8%1430.8%1743.9%6148.7%17354.1%29850.2%2156.1% 311.0%59.6%11.8%920.5%11.9%1411.1%4413.6%6410.7%37.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 370Page 370 Q26c Social Media like Twitter, Facebook and Instagram Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 1812.7%96.4%12.8%3912.0%38.5%69.0%1012.7%2015.5%228.3% 2920.4%4935.9%718.8%9529.0%822.2%1422.8%2026.7%4836.3%6625.3% 7754.0%6345.8%2976.4%15647.8%1853.2%3353.1%4154.0%5138.8%14555.9% 1812.9%1611.8%11.9%3711.2%516.1%915.1%56.5%129.4%2710.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 371Page 371 Q26c Social Media like Twitter, Facebook and Instagram Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 58.2%219.5%98.1%1616.3%1112.5%247.9%2015.5%727.5%811.8% 1320.2%5223.4%4136.2%3636.3%2225.5%8327.9%3124.6%831.0%2740.8% 3961.3%12455.5%5548.5%3737.4%4452.1%17257.5%5543.4%1038.2%2334.0% 710.3%2611.6%87.1%1010.0%89.9%206.7%2116.5%13.2%913.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 372Page 372 Q26c Social Media like Twitter, Facebook and Instagram Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 511.3%4310.2%710.0%314.0%1210.1%210.5% 1327.5%12329.5%2027.2%731.3%2925.4%211.5% 2653.3%20949.8%4053.3%940.0%5850.1%1154.4% 48.0%4410.6%79.5%314.7%1714.4%523.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 373Page 373 Q26d Otay Water District website Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 13320.4%11821.4%1015.6%3532.9%9117.7%9920.1%2924.3%7122.6%6019.4% 32049.1%27650.0%3251.1%3633.6%27553.7%24149.1%5949.8%14044.2%16854.0% 15323.5%12322.2%1930.0%3229.6%11422.1%11222.9%2924.8%7925.0%6520.8% 467.1%356.4%23.3%43.9%336.4%397.9%11.1%268.2%185.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 374Page 374 Q26d Otay Water District website Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 526.9%519.5%1027.5%1119.6%1114.5%2121.9%3326.8%11220.0%2026.6% 840.0%1449.4%1542.6%2645.6%3952.1%5556.8%5242.4%28350.5%2938.2% 526.9%415.2%618.2%1628.3%2127.6%1616.8%3225.9%13023.1%2026.8% 16.2%415.9%411.8%46.5%45.7%44.5%64.9%366.5%68.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 375Page 375 Q26d Otay Water District website Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 831.9%1427.3%1021.7%716.0%923.0%1814.1%6720.8%12220.7%922.6% 830.8%2242.9%2349.1%2148.6%1230.1%6552.1%16852.7%29449.6%1744.4% 726.8%1121.7%1327.4%1124.2%1539.3%3326.2%6419.9%13723.0%1230.7% 310.5%48.1%11.8%511.2%37.7%97.6%216.6%406.7%12.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 376Page 376 Q26d Otay Water District website Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 2920.6%2518.3%616.8%7222.1%412.6%1422.5%1520.0%3728.2%4918.8% 8056.3%7756.0%1540.4%14544.5%1646.9%2946.9%3850.2%6246.9%13250.8% 2618.2%2518.3%1642.9%8425.8%1235.3%1422.2%2026.4%2418.6%5822.4% 74.9%107.4%--257.7%25.2%58.4%33.3%86.3%218.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 377Page 377 Q26d Otay Water District website Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 914.2%4720.8%2421.0%2323.7%2125.4%5919.7%3124.5%726.2%1624.2% 3655.5%10747.6%5952.4%4646.7%4047.7%16053.3%6148.0%1142.7%2639.9% 1421.7%5725.3%2824.6%2020.4%1921.9%6722.3%2721.4%622.7%2030.3% 58.5%146.2%22.0%99.2%45.1%144.7%86.1%28.5%45.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 378Page 378 Q26d Otay Water District website Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 510.1%8019.2%1723.3%28.0%3025.7%317.2% 2552.4%21751.7%3445.9%1147.9%4942.3%945.9% 1326.2%9623.0%1824.3%834.7%2622.1%526.6% 511.3%266.1%56.6%29.4%119.9%210.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 379Page 379 Q26e Newsletters mailed to your house Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 18929.1%17531.7%1118.1%3734.9%14428.1%14629.8%3731.1%8426.6%9831.6% 32750.2%27549.8%3251.3%4440.9%27052.7%25451.8%5345.4%17254.7%14546.6% 9815.1%7313.2%1726.5%2220.9%7214.1%6713.6%2118.2%4113.1%5116.2% 365.6%295.3%34.1%43.4%265.1%244.9%65.3%185.6%185.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 380Page 380 Q26e Newsletters mailed to your house Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 631.1%1138.8%1027.4%2238.2%1824.3%2525.8%2923.2%16429.2%2330.7% 528.5%1140.1%1645.3%2645.2%4357.2%5556.9%7359.2%28851.3%3242.2% 525.9%311.5%720.9%610.1%1215.8%1414.2%1613.2%8314.8%1520.2% 314.5%39.6%26.4%46.5%22.8%33.2%54.5%264.7%56.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 381Page 381 Q26e Newsletters mailed to your house Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 933.9%1834.6%1329.2%920.7%1232.4%3124.7%9730.3%17529.5%1025.8% 1141.5%2242.0%2554.6%2353.1%2052.2%5543.7%17153.6%30451.3%2154.1% 519.8%1121.5%715.6%512.1%38.6%3124.5%3611.1%8514.4%719.4% 14.8%11.9%00.6%614.1%36.8%97.1%165.0%294.8%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 382Page 382 Q26e Newsletters mailed to your house Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 6646.5%2719.7%513.9%9128.0%926.5%1626.6%2128.0%3123.3%8834.0% 6344.6%9065.7%1847.0%15347.0%1645.6%3556.3%3140.4%7557.0%12949.6% 128.2%1813.2%1232.1%5516.8%617.4%812.4%1824.1%1914.4%3413.0% 10.6%21.4%37.1%278.2%410.5%34.7%67.6%75.4%93.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 383Page 383 Q26e Newsletters mailed to your house Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 1827.5%7332.8%3631.8%2424.1%2327.2%8127.1%5341.8%520.8%1523.3% 3249.9%12154.2%5549.0%5253.0%3743.4%15852.6%5039.3%1972.4%3857.3% 1117.5%219.6%2118.3%1313.5%1821.6%5418.0%1512.3%15.7%68.9% 35.1%83.5%10.9%99.4%77.7%72.3%86.6%01.1%710.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 384Page 384 Q26e Newsletters mailed to your house Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1121.8%11427.3%2431.8%626.8%3933.7%733.2% 2960.5%22653.9%3547.2%941.9%5043.5%733.7% 612.9%5914.0%1215.7%626.0%1714.6%526.5% 24.9%204.9%45.3%15.3%98.2%16.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 385Page 385 Q26f Information inserted into your water bill envelope Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 20932.0%19134.6%1320.6%4239.2%15830.9%16533.6%3428.6%9128.8%11436.6% 21533.0%18232.9%2438.1%3330.7%17333.7%16032.6%4437.1%12138.2%8928.5% 18929.0%14826.8%2437.2%3028.4%14929.1%13727.9%3429.1%8727.5%8928.4% 396.0%315.7%34.1%21.8%336.3%295.9%65.3%175.5%206.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 386Page 386 Q26f Information inserted into your water bill envelope Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 1155.2%1657.0%1541.1%2035.5%1622.0%2627.1%3427.9%17931.9%2533.8% 314.8%517.7%720.6%1525.5%3344.8%3738.4%4637.4%19334.4%1924.8% 315.5%518.4%1131.9%1628.5%2229.0%3132.5%3528.4%16228.9%2431.9% 314.5%27.0%26.4%610.5%34.2%21.9%86.4%274.8%79.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 387Page 387 Q26f Information inserted into your water bill envelope Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1040.0%1834.7%1840.0%1227.4%1025.6%3225.3%10833.9%19432.7%924.2% 934.7%1732.2%1430.8%1432.8%1436.7%5342.4%9329.3%19633.0%1950.1% 622.3%1528.7%1328.6%1330.1%1332.7%3326.4%9630.0%17228.9%1025.1% 13.0%24.4%00.6%49.7%25.0%75.8%226.9%325.3%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 388Page 388 Q26f Information inserted into your water bill envelope Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 8056.2%3626.5%821.0%8526.0%822.8%2235.9%2228.5%3627.6%9536.5% 3625.7%6144.2%1335.6%10231.2%1234.7%2032.8%2533.2%5642.8%7729.7% 2517.5%3425.1%1539.7%11334.6%1133.3%1626.3%2431.5%2922.4%7930.3% 10.6%64.2%13.6%278.2%39.1%35.0%56.8%97.2%93.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 389Page 389 Q26f Information inserted into your water bill envelope Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 2641.2%7432.9%3733.0%3333.3%2023.9%9732.3%4938.7%832.7%2131.8% 1930.4%7332.5%4035.9%2626.2%3641.9%10434.7%3829.9%415.6%2537.3% 1727.2%7031.0%3127.5%3232.4%2125.0%9130.4%2822.0%1247.8%1522.6% 11.1%83.5%43.6%88.1%89.2%82.7%129.5%13.9%68.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 390Page 390 Q26f Information inserted into your water bill envelope Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1020.1%14033.5%2026.3%834.0%3630.9%627.9% 1938.4%14133.7%2837.7%524.1%3429.2%733.9% 1838.2%12028.5%2432.7%628.3%3328.5%527.7% 23.4%184.3%23.3%313.6%1311.5%210.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 391Page 391 Q26g Postcards mailed to your house Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 15924.5%14326.0%1422.1%3935.9%11322.1%12425.3%3025.3%7323.1%8427.0% 28343.4%24845.0%2336.0%4037.4%23145.1%20441.6%5748.9%14345.4%12941.5% 16024.6%12222.2%2437.9%2623.9%12925.1%12625.7%2420.6%7122.5%7925.4% 487.4%386.9%34.1%32.7%397.6%367.4%65.3%289.0%196.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 392Page 392 Q26g Postcards mailed to your house Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 526.3%1034.9%1130.7%1526.7%1419.1%2323.4%3629.0%13724.5%2026.3% 841.9%1138.7%1643.7%2950.1%3648.0%4445.6%5544.4%24243.1%3647.9% 527.3%519.4%513.8%915.1%1926.1%2626.9%2822.9%14225.3%1621.2% 14.5%27.0%411.8%58.1%56.8%44.1%53.7%407.2%34.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 393Page 393 Q26g Postcards mailed to your house Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 1038.6%1323.9%1429.4%1022.0%1640.4%2621.1%7222.5%14724.8%821.0% 1038.6%1733.0%2146.1%1739.7%1436.7%5241.9%15047.1%26644.8%1743.8% 519.7%2038.7%1123.3%921.2%616.0%3830.6%7122.1%14223.9%1129.4% 13.0%24.4%11.2%817.1%36.8%86.4%278.3%396.5%25.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 394Page 394 Q26g Postcards mailed to your house Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 4834.2%2719.3%514.6%7924.2%822.0%1422.5%2836.4%3526.6%5822.5% 5639.7%7353.5%1848.5%13340.7%1955.1%2743.7%2330.7%5542.1%12347.4% 3323.1%2921.3%1231.8%8425.9%617.7%1829.2%2127.6%2922.2%6223.8% 43.1%85.8%25.1%309.2%25.2%34.7%45.4%129.1%166.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 395Page 395 Q26g Postcards mailed to your house Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 914.2%6428.4%2622.7%3030.5%2023.4%7223.9%3628.2%1039.5%1929.1% 3452.5%10044.4%5044.3%4242.7%3440.3%14648.9%5342.1%1038.9%2842.5% 1523.1%4821.2%3531.5%1818.3%2327.4%7123.6%2822.0%517.7%1318.9% 710.2%135.9%21.5%88.4%88.9%113.7%107.7%13.9%69.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 396Page 396 Q26g Postcards mailed to your house Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 816.0%9723.3%1823.5%314.4%3530.1%632.1% 2348.3%18945.1%3040.5%1043.7%4740.9%733.7% 1225.5%10625.4%2128.7%732.4%2017.2%527.7% 510.1%266.2%57.2%29.4%1411.8%16.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 397Page 397 Q26h Notices hung on your front door handle Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 15624.0%14125.6%913.6%3129.3%11522.5%11022.4%4034.4%7222.8%8426.8% 24337.3%20236.7%2945.4%4138.0%19137.3%17936.5%4336.5%12640.0%11035.4% 20932.0%17531.7%2437.3%3028.4%17233.5%17335.2%2824.2%9730.8%9731.0% 436.7%346.1%23.7%54.3%346.7%295.9%65.0%206.4%216.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 398Page 398 Q26h Notices hung on your front door handle Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 630.3%1348.6%1027.2%1627.4%1317.2%2525.4%3730.2%13323.7%2128.1% 734.2%726.5%1541.2%2849.6%2634.7%3435.3%4637.2%21337.9%2431.9% 631.0%518.0%719.8%915.3%3040.1%3738.4%3629.3%18332.6%2432.5% 14.5%27.0%411.8%47.8%67.9%10.9%43.3%335.9%67.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 399Page 399 Q26h Notices hung on your front door handle Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 729.4%1527.8%1633.9%1022.6%1437.0%2822.3%6720.9%14123.7%1334.2% 936.5%1834.9%1942.2%1534.3%922.4%4132.5%13141.1%22838.5%1025.8% 728.4%1630.3%1022.7%1432.1%1538.7%4737.5%9931.0%19132.2%1333.4% 15.8%47.0%11.2%511.1%11.9%107.7%227.0%335.6%36.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 400Page 400 Q26h Notices hung on your front door handle Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 4330.1%3223.1%24.6%8024.6%721.4%1218.8%3545.7%4030.3%5119.7% 4934.6%5137.2%1847.3%12036.9%1648.2%2642.4%2127.2%5340.7%9335.9% 4330.3%4633.6%1746.9%10231.3%719.1%2032.2%1824.2%2922.4%10239.2% 75.0%86.1%01.2%237.2%411.3%46.6%22.9%96.6%145.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 401Page 401 Q26h Notices hung on your front door handle Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 1320.7%5424.3%2723.7%3434.7%2023.4%8227.3%3023.8%729.2%1523.2% 2437.6%8337.0%4539.9%3333.6%3744.0%11939.7%5140.6%934.4%2334.2% 2233.8%7734.3%3833.4%2727.6%2023.0%8829.4%3931.0%829.7%2233.4% 57.9%104.4%33.0%44.0%89.6%113.5%64.7%26.7%69.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 402Page 402 Q26h Notices hung on your front door handle Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 918.8%9121.6%2128.0%520.4%3429.4%632.1% 2040.8%16339.0%2229.5%524.1%4841.8%419.4% 1735.3%14033.4%2533.4%1043.7%2622.4%840.6% 25.1%256.0%79.1%311.7%76.4%27.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 403Page 403 Q26i Sponsoring and attending community events Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 7912.1%7513.5%23.6%1211.3%5811.3%5210.5%2218.9%4012.8%3812.2% 26841.2%23442.4%2235.4%4239.3%21642.2%21944.6%3429.0%11536.6%14646.7% 21833.5%17431.5%3047.6%4441.0%17133.4%16032.6%5042.6%11636.8%9029.0% 8613.2%6912.5%913.4%98.4%6713.1%6012.2%119.5%4413.9%3812.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 404Page 404 Q26i Sponsoring and attending community events Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 315.2%27.9%719.0%610.7%810.7%1010.7%1612.6%6010.7%1520.3% 318.0%1243.4%1028.4%2848.2%2533.8%5253.9%5746.5%23742.3%2837.3% 1260.6%931.1%1234.2%1932.8%3344.7%2424.5%3730.0%19134.1%2431.5% 16.2%517.5%718.4%58.2%810.8%1110.9%1310.9%7312.9%810.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 405Page 405 Q26i Sponsoring and attending community events Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 311.6%815.7%1022.7%48.9%718.9%97.1%3711.6%6811.5%821.3% 1143.0%1936.1%1533.0%1533.4%1743.5%5947.2%13341.6%25342.6%1333.3% 728.5%2139.2%1839.5%1635.7%1230.0%3830.7%10733.4%19933.5%1437.6% 416.9%59.0%24.7%1022.1%37.7%1914.9%4313.5%7312.4%37.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 406Page 406 Q26i Sponsoring and attending community events Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 2719.4%139.2%37.5%3611.0%515.8%610.5%1317.7%1612.4%2710.5% 5942.0%6446.8%1232.2%12839.3%1542.8%2642.4%2229.3%6348.2%11343.6% 3927.2%4331.3%1848.1%11936.4%823.7%2235.0%3444.4%3526.5%8834.0% 1611.5%1712.7%512.2%4313.3%617.7%812.2%78.6%1712.9%3111.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 407Page 407 Q26i Sponsoring and attending community events Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 69.7%2210.0%1613.8%1313.3%1416.8%3110.4%2418.6%14.9%1320.1% 2336.0%9441.9%4842.3%4444.4%3338.5%13846.1%4737.5%934.5%2537.2% 2742.9%8236.8%4035.1%2828.7%2731.3%10635.3%4333.7%1037.9%1319.4% 711.5%2511.3%108.8%1313.7%1113.4%258.2%1310.1%622.7%1523.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 408Page 408 Q26i Sponsoring and attending community events Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 35.7%5011.9%912.3%29.8%1613.7%29.2% 2552.7%17341.3%3243.4%1150.2%4438.1%839.6% 1531.4%13832.8%2432.9%729.4%4135.3%944.6% 510.1%5914.0%811.4%210.6%1512.9%16.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 409Page 409 Q26j Text messages Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 17126.3%14626.4%1827.7%4340.2%12023.4%13026.5%3328.2%7323.1%9731.2% 26340.4%22640.9%2335.7%2825.8%22744.3%19840.3%5042.8%13542.8%11537.0% 18027.7%15127.3%2132.5%3229.6%13826.9%13527.5%3126.5%9128.8%8125.9% 365.6%295.3%34.1%54.3%275.4%285.8%32.5%175.3%195.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 410Page 410 Q26j Text messages Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 944.8%1037.3%1234.5%1628.0%1216.0%2222.3%4234.4%14425.7%2330.0% 315.8%1038.1%1747.8%2341.0%3343.6%4546.2%4838.9%23241.3%2836.9% 734.9%517.6%411.2%1323.2%2736.7%3030.9%2722.3%15928.3%2026.2% 14.5%27.0%26.4%47.8%33.7%10.5%54.4%264.7%56.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 411Page 411 Q26j Text messages Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 933.9%2038.9%1941.4%1737.7%1435.4%3225.6%6119.0%15526.1%1231.8% 831.4%1733.2%1838.7%1739.1%1641.0%5544.3%13241.2%25142.2%1333.5% 728.5%1426.1%919.2%716.6%821.7%3023.8%10532.9%15926.8%1334.0% 26.1%11.9%00.6%36.6%11.9%86.3%226.9%294.9%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 412Page 412 Q26j Text messages Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 3726.4%3827.7%719.0%8927.2%618.7%1727.7%3242.1%5440.9%4416.8% 5639.5%6446.4%1436.5%12739.1%1336.7%2744.0%3039.9%4735.5%12146.5% 4229.3%3424.6%1643.0%8726.7%1235.4%1421.9%1114.8%2720.9%8432.2% 74.8%21.4%11.5%237.1%39.1%46.4%23.2%42.7%124.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 413Page 413 Q26j Text messages Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 1218.3%4419.8%3531.0%4343.3%2529.1%6922.9%4132.5%1352.0%1218.4% 2945.7%9643.0%4136.4%3030.0%4047.2%13143.8%3830.3%832.1%3958.3% 2133.3%7533.3%3328.9%2121.7%1619.1%9331.1%3930.8%311.0%1015.2% 22.7%93.9%43.7%55.0%44.7%62.1%86.4%14.9%58.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 414Page 414 Q26j Text messages Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 1531.5%10324.5%1824.6%731.0%3933.7%421.5% 1940.1%17942.7%2939.5%1147.9%3833.2%628.8% 1327.3%11828.1%2128.6%314.7%2925.4%944.4% 11.1%194.6%57.2%16.4%97.8%15.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 415Page 415 Q26k Automated voice calls via telephone Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Very effective Somewhateffective Not at all Not sure / Prefernot to answer 651 552 63 107 513 491 118 315 312 7611.7%6912.5%46.7%2018.4%5210.1%5110.5%2016.8%288.8%4815.5% 16625.5%14225.7%2133.1%3431.9%12524.3%13227.0%2622.1%7423.5%8527.3% 34753.3%29052.6%3556.1%4744.2%28655.9%25952.7%6454.8%17956.8%15248.9% 629.5%519.3%34.1%65.4%509.7%489.9%76.3%3410.9%268.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 416Page 416 Q26k Automated voice calls via telephone Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Very effective Somewhateffective Not at all Not sure / Prefernot to answer 19 28 36 57 75 97 123 561 75 523.9%413.9%926.5%712.4%44.8%88.7%2218.2%6411.4%1114.3% 525.9%829.8%617.1%2035.3%1824.5%2728.3%2923.7%13924.8%2330.4% 945.7%1244.0%1849.2%2339.5%4358.0%6062.4%6048.8%31255.6%3242.4% 14.5%312.2%37.2%712.7%912.7%10.5%119.3%468.2%1012.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 417Page 417 Q26k Automated voice calls via telephone Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 26 52 46 44 38 125 320 593 38 415.0%713.3%716.0%1021.8%512.4%1411.2%309.3%6611.2%922.6% 728.1%1426.6%1021.4%1228.0%1333.9%4334.5%6720.9%15526.1%821.9% 1246.2%2954.6%2350.3%1636.7%1745.0%6048.1%19059.4%31853.7%2054.0% 310.7%35.5%612.4%613.5%38.7%86.2%3310.4%549.0%11.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 418Page 418 Q26k Automated voice calls via telephone Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Very effective Somewhateffective Not at all Not sure / Prefernot to answer 142 137 37 326 34 62 76 131 260 1812.5%1410.3%24.3%4313.2%13.6%711.1%1115.0%2518.9%269.9% 3826.9%3625.9%820.3%8325.4%721.7%1626.5%2228.5%4332.9%5320.6% 7049.4%7957.5%2875.3%16751.2%2264.3%3352.9%4053.0%4836.5%16061.7% 1611.2%86.2%--3310.2%410.5%69.5%33.6%1511.7%207.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 419Page 419 Q26k Automated voice calls via telephone Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Very effective Somewhateffective Not at all Not sure / Prefernot to answer 64 224 113 99 85 300 126 26 66 812.8%187.9%1714.8%1414.4%1416.5%289.4%2015.5%517.7%1014.8% 2031.8%4419.7%3632.2%2929.5%2225.9%7725.8%3729.3%729.0%1725.8% 3249.9%14564.9%5246.3%4949.9%3945.6%17959.8%5341.7%1350.5%3450.7% 45.5%177.6%76.6%66.2%1012.0%155.0%1713.4%12.8%68.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 420Page 420 Q26k Automated voice calls via telephone Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Very effective Somewhateffective Not at all Not sure / Prefernot to answer 48 419 74 23 115 20 612.1%5011.9%912.2%315.1%1210.1%211.9% 1225.7%10926.1%2026.6%520.0%2723.5%526.0% 2653.2%22353.2%3851.6%1254.3%6354.3%1052.9% 49.0%378.7%79.6%210.6%1412.0%29.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 421Page 421 Q27 Effective methods of communication Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 651 552 63 107 513 491 118 315 312 50.7%50.8%--00.4%40.8%40.8%00.4%10.4%31.1% 30.5%20.4%11.2%22.0%10.2%30.6%00.4%10.5%20.6% 10.2%10.2%--00.4%10.1%10.1%00.4%10.4%-- 50.8%40.8%11.4%10.8%40.9%30.5%21.9%20.7%31.0% 50.7%40.7%11.1%54.3%--30.7%11.0%20.5%31.0% 50.8%51.0%--32.5%30.5%51.0%10.6%51.5%10.2% 81.2%81.4%--22.0%61.1%61.2%21.6%41.2%41.3% ------------------ 50.8%10.2%46.0%--51.0%51.1%--10.4%20.6% 30.5%30.5%10.8%11.2%20.4%10.3%21.4%30.8%10.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 422Page 422 Q27 Effective methods of communication Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 19 28 36 57 75 97 123 561 75 ------11.6%00.6%11.1%21.6%40.8%00.4% --01.6%01.3%12.1%--00.3%00.2%30.6%-- ------00.5%--00.5%00.4%10.2%-- 02.4%------00.6%--21.6%51.0%-- ----12.0%00.5%00.6%22.0%10.7%40.7%11.0% ------23.9%--11.4%11.2%51.0%-- --------22.6%22.0%--61.0%00.4% ------------------ --------------30.6%-- 13.8%----00.8%--00.3%00.2%20.4%11.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 423Page 423 Q27 Effective methods of communication Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 26 52 46 44 38 125 320 593 38 13.0%------25.0%00.2%20.5%40.7%00.9% 01.0%00.9%--12.1%00.7%--10.5%30.5%01.2% --11.4%------00.4%--10.2%-- ----23.9%--25.0%--20.5%50.8%-- 01.8%11.7%------21.5%10.4%50.8%-- ------00.7%01.2%--51.5%50.9%-- ----------21.5%61.9%81.3%-- ------------------ ------------51.6%30.6%-- --00.9%11.6%------20.6%30.5%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 424Page 424 Q27 Effective methods of communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 142 137 37 326 34 62 76 131 260 00.3%10.9%--30.9%01.0%--22.5%00.3%20.6% 00.3%21.2%00.7%10.3%--00.7%00.6%00.2%20.7% 00.3%--00.7%00.1%--11.2%----00.2% ----36.8%30.9%14.0%--23.1%00.3%10.5% 10.5%10.5%25.9%10.3%--22.6%--32.0%-- 10.5%11.1%13.6%20.6%--00.7%--00.2%51.8% 42.7%21.4%25.1%00.1%25.6%--00.4%21.5%20.7% ------------------ ------51.6%--23.1%----10.5% 00.2%00.3%--20.7%00.8%00.7%--11.0%10.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 425Page 425 Q27 Effective methods of communication Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 64 224 113 99 85 300 126 26 66 --10.5%00.3%10.9%22.6%20.8%21.7%---- 00.4%10.5%00.2%10.9%00.5%20.6%10.7%---- ----00.4%--10.9%00.2%00.4%---- 11.8%00.2%00.4%11.4%22.3%10.4%21.9%--22.7% --10.7%21.9%--11.1%20.6%------ 11.1%41.8%00.3%00.5%--41.3%00.3%---- --20.9%43.4%----41.3%------ ------------------ 12.1%--------10.5%------ 00.4%10.3%21.6%----20.6%10.6%--00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 426Page 426 Q27 Effective methods of communication Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Emails Text s Face to face Newsletter /Letter, flyers Phone call, cellphone services TV / Radiocommercials Public forum /Meetings Skywriting Billing service /Billingstatements Mailing / Snailmail 48 419 74 23 115 20 --20.6%11.4%14.1%00.2%-- 00.6%10.3%--27.6%00.2%-- --10.2%----00.2%-- --30.8%11.0%--11.2%-- 24.5%30.8%11.4%--00.2%-- 11.5%20.6%22.4%--11.2%-- 24.0%81.8%----00.2%-- ------------ 24.0%40.9%----11.2%-- --10.2%--01.1%21.6%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 427Page 427 Q27 Effective methods of communication Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 651 552 63 107 513 491 118 315 312 00.1%00.1%--00.4%--00.1%----00.1% 121.9%112.1%00.4%43.8%81.6%112.2%11.1%41.1%72.2% 54283.3%46484.1%5180.3%8377.2%43885.5%40281.9%10488.2%26383.5%26384.5% 629.4%488.7%69.0%98.0%438.4%5210.5%43.8%309.5%278.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 428Page 428 Q27 Effective methods of communication Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 19 28 36 57 75 97 123 561 75 ------------00.4%--00.6% 01.7%13.6%11.7%23.2%00.4%44.0%--91.6%34.4% 1685.6%2279.0%3186.9%4172.5%6789.9%8183.3%11089.0%47684.7%6079.9% 16.5%415.8%38.2%1017.0%46.0%77.5%86.7%488.6%911.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 429Page 429 Q27 Effective methods of communication Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 26 52 46 44 38 125 320 593 38 01.8%------------00.1%-- 15.4%23.1%--36.0%25.8%10.4%41.2%101.6%00.7% 2078.6%4178.4%4291.7%3785.1%2872.4%10482.9%27084.5%50484.9%3180.6% 310.2%814.5%12.8%36.1%614.9%1814.5%237.3%488.2%616.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 430Page 430 Q27 Effective methods of communication Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 142 137 37 326 34 62 76 131 260 ----01.2%----00.7%------ 10.8%21.7%00.7%62.0%00.8%34.9%22.2%10.9%41.5% 12789.6%11382.8%2771.6%27283.5%2677.0%4674.1%6585.6%11486.9%22888.0% 75.0%1510.7%49.5%329.8%410.9%712.0%68.1%118.5%145.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 431Page 431 Q27 Effective methods of communication Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 64 224 113 99 85 300 126 26 66 ------00.5%----00.4%---- 12.1%52.1%10.9%11.1%22.4%51.8%10.6%---- 5890.6%19486.5%9584.6%8081.0%7386.2%26588.5%9777.0%2596.5%5481.0% 11.4%156.9%97.9%1514.7%67.0%134.2%2318.1%13.5%1015.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 432Page 432 Q27 Effective methods of communication Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Educationalprograms Other (uniqueresponses) No additionalmethods /Nothing comesto mind Prefer not toanswer 48 419 74 23 115 20 --00.1%-------- 24.0%61.5%22.3%12.3%43.3%-- 3879.5%35083.6%6587.3%2086.7%9078.4%1787.0% 36.5%419.8%34.3%13.4%1412.2%313.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 433Page 433 QD1 Gender Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Male Female Female Prefer not toanswer 651 552 63 107 513 491 118 315 312 31548.5%26948.7%3148.7%5248.5%24447.6%23247.2%6958.4%315100.0%-- 31247.9%26447.8%2945.2%5450.6%24648.1%23848.4%4740.0%--312100.0% ------------------ 243.6%193.5%46.0%10.9%224.3%224.4%21.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 434Page 434 QD1 Gender Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Male Female Female Prefer not toanswer 19 28 36 57 75 97 123 561 75 528.4%1449.6%1028.7%3255.7%4154.8%6062.4%6754.1%28350.4%2938.9% 1368.8%1450.4%2468.6%2341.0%3344.2%3637.6%5745.9%26146.4%4255.6% ------------------ 12.8%--12.6%23.3%11.0%----183.2%45.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 435Page 435 QD1 Gender Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Male Female Female Prefer not toanswer 26 52 46 44 38 125 320 593 38 1558.6%2343.3%1533.5%2453.8%2360.2%5645.0%15949.9%28848.5%2258.8% 1141.4%2954.8%3166.5%1841.2%1435.4%6350.4%14746.0%28548.0%1641.2% ------------------ --11.9%--25.0%24.5%64.6%134.1%213.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 436Page 436 QD1 Gender Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Male Female Female Prefer not toanswer 142 137 37 326 34 62 76 131 260 7351.3%6547.6%1950.0%15748.0%1543.8%2540.3%3444.9%7053.5%13953.4% 6546.0%6749.0%1950.0%15447.3%1647.2%3455.3%4255.1%6146.5%11845.5% ------------------ 42.7%53.3%--154.6%39.0%34.4%----31.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 437Page 437 QD1 Gender Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Male Female Female Prefer not toanswer 64 224 113 99 85 300 126 26 66 2640.5%12656.3%5650.1%4545.9%3845.1%14749.2%5946.7%1556.8%4059.7% 3758.3%9441.8%4943.7%5151.4%4654.9%15150.5%6652.3%1143.2%2639.9% ------------------ 11.1%41.9%76.2%32.7%--10.3%10.9%--00.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 438Page 438 QD1 Gender Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Male Female Female Prefer not toanswer 48 419 74 23 115 20 2551.3%20849.7%3546.6%1042.3%5043.3%1366.8% 2143.2%19546.5%3648.6%1044.1%6556.2%629.3% ------------ 35.4%163.8%44.8%313.6%10.5%13.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 439Page 439 Q2 Age Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 651 552 63 107 513 491 118 315 312 172.6%122.3%45.6%33.0%122.3%61.2%54.5%72.2%72.1% 172.7%162.9%22.4%43.9%122.3%81.7%76.2%82.5%93.0% 629.5%539.5%812.2%1816.9%428.2%5010.3%108.1%257.9%3411.0% 7611.6%6311.4%1016.1%1817.1%5610.8%5010.2%2016.7%3410.8%4213.4% 13120.2%11320.5%1117.0%2826.1%9418.4%9218.8%3126.1%7022.3%6119.6% 26039.9%22841.3%1726.4%2523.1%22844.4%21042.8%3630.6%13943.9%11837.9% 8813.6%6712.1%1320.3%119.8%7013.6%7315.0%97.7%3310.4%4013.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 440Page 440 Q2 Age Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 19 28 36 57 75 97 123 561 75 13.1%01.6%----00.6%22.3%43.0%122.1%45.0% --01.0%--00.8%45.1%10.8%107.9%112.0%68.2% 423.4%312.5%513.3%46.6%56.5%44.0%97.5%417.3%1924.7% 528.6%14.5%14.1%611.2%1216.1%1212.5%2621.3%6211.1%1317.6% 210.1%724.9%720.8%1017.8%1925.6%2223.1%3528.8%11821.1%1317.2% 633.5%1555.5%2260.6%3052.1%3343.7%5455.3%3125.4%24944.3%1013.5% 01.3%--01.3%711.5%22.3%22.0%86.2%6812.1%1013.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 441Page 441 Q2 Age Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 26 52 46 44 38 125 320 593 38 26.1%35.0%11.6%----43.3%82.4%122.1%11.6% 621.7%611.9%511.2%------10.2%152.6%25.9% 312.4%815.2%920.4%49.7%616.5%129.4%196.0%549.1%49.7% 518.4%1324.2%1022.7%1023.8%410.5%2520.0%82.6%7112.0%49.5% 729.3%712.7%511.4%1534.5%821.2%3326.3%5617.4%12320.7%821.7% 312.0%1528.4%918.8%1226.4%1026.6%3225.8%17956.0%24441.1%1540.7% --12.7%614.0%35.7%1025.2%1915.1%4915.5%7412.5%410.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 442Page 442 Q2 Age Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 142 137 37 326 34 62 76 131 260 53.2%32.3%25.1%51.6%1748.9%-------- 21.4%21.6%25.6%113.5%1751.1%-------- 139.3%1510.6%39.3%298.9%--62100.0%------ 96.3%1611.6%49.5%4714.5%----76100.0%---- 2215.5%3626.6%1130.3%6118.7%------131100.0%-- 7250.5%4936.0%1232.3%12738.8%--------260100.0% 1913.7%1611.4%38.0%4614.1%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 443Page 443 Q2 Age Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 64 224 113 99 85 300 126 26 66 10.9%31.3%43.7%10.7%44.9%30.8%00.2%--811.4% 00.5%62.7%43.4%66.0%11.2%51.7%43.1%01.8%12.0% 12.2%167.0%65.3%1717.3%1113.2%144.8%2015.7%27.8%913.8% 58.0%94.1%1412.7%2323.5%2327.0%279.0%2419.3%727.1%914.3% 913.9%3616.2%3127.9%2727.3%2226.2%6421.4%2620.3%726.2%1116.8% 4773.8%13560.3%4136.5%1212.4%1719.9%17357.7%3628.8%725.7%2132.0% 00.7%198.5%1210.6%1312.7%67.5%144.6%1612.7%311.3%69.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 444Page 444 Q2 Age Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 or older Prefer not toanswer 48 419 74 23 115 20 00.9%133.0%22.8%--21.6%-- 612.3%82.0%10.9%--76.1%16.6% 59.8%429.9%67.9%15.3%1210.1%28.1% 59.7%5914.2%45.4%210.6%98.0%12.6% 1327.0%8019.0%1824.3%523.4%2622.1%313.4% 1020.4%15737.4%3445.7%1046.0%4740.7%1258.9% 1019.8%6014.4%1012.9%314.7%1311.3%210.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 445Page 445 QD3 Hsld members Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female 1 2 3 4 5 or more Prefer not toanswer 651 552 63 107 513 491 118 315 312 649.8%5710.4%34.6%87.7%5510.7%428.5%1613.7%268.2%3712.0% 22434.4%18834.1%1828.2%3128.8%18636.3%17235.0%4134.9%12640.0%9430.0% 11317.3%9316.9%1320.2%1716.1%9218.0%9419.2%119.7%5617.9%4915.8% 9915.2%8815.9%1016.1%1816.9%7113.9%7314.8%2017.2%4514.4%5116.3% 8513.0%7112.9%914.6%2220.1%6011.7%5511.2%2218.8%3812.1%4614.9% 6710.3%549.7%1016.2%1110.3%489.4%5511.2%75.7%237.4%3411.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 446Page 446 QD3 Hsld members Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others 1 2 3 4 5 or more Prefer not toanswer 19 28 36 57 75 97 123 561 75 315.4%518.2%616.1%1017.3%912.5%98.8%64.7%6010.7%45.1% 527.6%518.7%1541.9%1831.8%3648.8%4142.0%3629.3%21438.1%912.3% 419.1%621.7%12.8%1119.2%68.1%2828.6%2218.0%10518.6%810.8% 212.9%726.9%617.8%813.3%56.9%1313.9%3629.2%7813.9%1925.0% 418.9%413.5%821.3%915.1%1723.3%66.7%1915.8%6711.9%1722.4% 16.2%01.0%--23.3%00.4%--43.2%376.7%1824.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 447Page 447 QD3 Hsld members Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other 1 2 3 4 5 or more Prefer not toanswer 26 52 46 44 38 125 320 593 38 29.8%35.2%24.8%48.1%13.9%76.0%4413.8%508.5%1334.8% 519.2%1223.2%1225.9%1125.0%821.8%2721.5%14946.5%21335.9%1128.6% 520.0%815.4%1022.7%818.0%513.5%2520.4%5015.8%10718.1%513.7% 727.2%1018.9%1328.8%1228.1%1231.7%2419.4%206.2%9616.2%37.0% 520.7%1426.7%612.8%613.9%514.1%2519.9%237.2%8213.8%25.0% 13.0%610.5%24.9%36.8%615.1%1612.7%3310.5%457.5%410.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 448Page 448 QD3 Hsld members Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older 1 2 3 4 5 or more Prefer not toanswer 142 137 37 326 34 62 76 131 260 1611.1%75.0%13.1%4012.4%12.6%12.3%56.8%96.8%4718.2% 6747.5%5338.9%1232.5%9127.8%925.9%1625.2%912.0%3627.7%13552.1% 3222.5%1813.0%1128.4%5216.0%823.3%69.7%1418.9%3123.9%4115.8% 75.0%2518.2%514.0%6218.9%719.5%1727.6%2330.7%2720.5%124.7% 96.6%2014.7%617.1%4914.9%515.3%1118.0%2330.2%2216.9%176.5% 107.3%1410.2%24.8%3310.0%513.4%1117.1%11.4%54.1%72.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 449Page 449 QD3 Hsld members Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican 1 2 3 4 5 or more Prefer not toanswer 64 224 113 99 85 300 126 26 66 64100.0%--------4515.1%86.6%518.8%23.6% --224100.0%------14347.9%3426.8%417.3%811.4% ----113100.0%----4515.1%2923.0%622.7%1014.8% ------99100.0%--3210.6%2016.2%831.0%2435.9% --------85100.0%268.7%2721.0%28.1%1015.7% ----------82.6%86.4%12.1%1218.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 450Page 450 QD3 Hsld members Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other 1 2 3 4 5 or more Prefer not toanswer 48 419 74 23 115 20 00.9%4310.2%1114.4%16.4%76.1%210.3% 1633.6%12630.2%3242.4%1043.0%4437.8%1364.3% 1327.8%7718.5%1520.0%417.7%1412.3%210.8% 36.4%7016.6%45.5%313.6%2118.4%13.9% 1021.3%5613.3%68.2%16.4%2016.9%210.6% 510.0%4711.2%79.5%312.8%108.5%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 451Page 451 QD4 Home ownership status Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Own Rent Live with family,others Prefer not toanswer 651 552 63 107 513 491 118 315 312 56186.2%47586.1%5485.5%8377.3%45889.3%43087.7%9782.3%28389.8%26183.6% 7311.2%6611.9%711.5%2321.1%428.2%479.5%1815.7%278.6%4213.4% 20.3%20.3%----20.4%20.4%--20.6%-- 142.2%91.6%23.0%21.5%112.1%122.4%22.0%31.0%93.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 452Page 452 QD4 Home ownership status Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Own Rent Live with family,others Prefer not toanswer 19 28 36 57 75 97 123 561 75 1054.0%2176.8%2570.6%4985.7%6384.7%9093.4%11492.2%561100.0%-- 946.0%416.3%1029.4%611.0%1115.3%66.6%107.8%--7397.5% --27.0%------------22.5% ------23.3%---------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 453Page 453 QD4 Home ownership status Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Own Rent Live with family,others Prefer not toanswer 26 52 46 44 38 125 320 593 38 1557.2%3770.2%3166.2%3169.6%3591.2%11390.3%30194.2%52989.2%3182.3% 1142.8%1528.4%1429.9%1126.0%38.8%108.0%92.7%559.2%717.7% ----------21.5%--20.3%-- --11.4%23.9%24.3%--00.2%103.1%81.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 454Page 454 QD4 Home ownership status Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Own Rent Live with family,others Prefer not toanswer 142 137 37 326 34 62 76 131 260 13595.4%12390.1%3491.6%26681.5%2367.6%4166.2%6282.5%11890.2%24995.8% 53.3%107.6%26.5%5115.8%1029.0%1930.0%1317.5%118.4%103.9% ------20.6%------21.5%-- 21.3%32.3%11.9%72.1%13.4%23.8%----10.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 455Page 455 QD4 Home ownership status Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Own Rent Live with family,others Prefer not toanswer 64 224 113 99 85 300 126 26 66 6094.0%21495.6%10592.8%7879.1%6779.1%27993.2%10381.8%2183.4%5683.9% 46.0%94.1%87.2%1717.0%1719.8%196.2%2015.6%416.6%1116.1% ------21.9%--20.6%------ --10.3%--21.9%11.1%--32.6%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 456Page 456 QD4 Home ownership status Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Own Rent Live with family,others Prefer not toanswer 48 419 74 23 115 20 4184.4%35384.4%6891.0%2089.4%10388.9%1889.4% 715.1%5312.6%57.1%210.6%119.7%28.1% --20.5%-------- 00.6%112.6%11.9%--21.4%02.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 457Page 457 QD5 Water bill responsibility Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 63096.7%53897.6%5892.0%10496.8%50197.7%47797.1%11395.7%30897.8%30196.7% 20.3%20.3%--11.1%10.1%10.3%00.4%20.5%00.1% 00.0%00.0%--00.3%--00.1%----00.1% 192.9%112.1%58.0%21.9%112.2%122.5%53.9%51.7%103.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 458Page 458 QD5 Water bill responsibility Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 1895.5%2799.0%3597.5%57100.0%75100.0%9699.2%12399.8%56199.9%6181.6% ----12.5%----10.8%00.2%00.0%22.2% --01.0%------------00.4% 14.5%------------00.0%1215.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 459Page 459 QD5 Water bill responsibility Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 2597.0%4892.2%4597.8%4295.7%3898.1%12297.7%31096.9%59199.7%3696.2% --12.2%------10.6%--10.2%12.4% ----00.6%----------00.7% 13.0%35.5%11.6%24.3%11.9%21.7%103.1%10.2%00.7% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 460Page 460 QD5 Water bill responsibility Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 14299.8%13598.4%37100.0%31396.1%3087.9%5792.2%7498.1%131100.0%25999.8% --00.3%--10.4%--11.2%11.6%---- ------00.1%--------00.1% 00.2%21.2%--113.4%412.1%46.6%00.4%--00.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 461Page 461 QD5 Water bill responsibility Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 6398.4%22499.9%11299.8%99100.0%8398.1%29999.8%12196.0%2598.2%6496.4% 00.7%--00.2%--11.4%--10.6%01.8%00.7% 00.4%--------00.1%------ 00.4%00.1%----00.5%00.1%43.4%--22.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 462Page 462 QD5 Water bill responsibility Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Hsld pays billdirectly Someone elsepays bill Not sure Prefer not toanswer 48 419 74 23 115 20 4899.4%40396.2%7397.6%2193.6%11398.3%20100.0% 00.6%10.3%----10.5%-- --------00.2%-- --153.5%22.4%16.4%10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 463Page 463 QD6 Home type Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 651 552 63 107 513 491 118 315 312 59391.1%50791.9%5688.2%9588.4%47793.0%45292.2%10488.1%28891.1%28591.4% 10.1%10.1%--10.7%--00.1%00.4%00.1%00.1% 375.6%325.7%23.0%87.3%254.9%265.3%97.3%226.9%154.7% 10.1%00.0%00.4%10.5%--00.1%00.2%--10.2% 203.1%122.2%58.3%33.2%112.1%122.5%54.0%61.8%113.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 464Page 464 QD6 Home type Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 19 28 36 57 75 97 123 561 75 1892.5%2487.8%3083.4%5799.4%6385.0%8991.7%12198.4%52994.2%5775.6% --01.0%------00.5%----11.0% 01.7%311.2%514.5%00.6%1115.0%87.8%21.6%315.5%67.6% 01.4%------------00.0%00.4% 14.4%--12.0%--------10.3%1215.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 465Page 465 QD6 Home type Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 26 52 46 44 38 125 320 593 38 2183.4%4687.6%4597.1%3783.6%3386.8%11894.6%29391.6%593100.0%-- --00.9%00.6%----------11.9% 311.8%36.0%00.7%512.1%512.0%43.1%165.1%--3796.7% ----00.6%------00.1%--11.4% 14.8%35.5%01.0%24.3%01.2%32.4%103.1%---- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 466Page 466 QD6 Home type Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 142 137 37 326 34 62 76 131 260 13293.1%12994.3%3492.5%29490.3%2780.4%5487.0%7193.9%12393.7%24493.9% ------10.2%----00.6%--00.1% 96.5%75.0%26.3%185.6%37.5%45.9%34.2%86.1%155.8% 00.2%----00.1%00.8%----00.2%-- 00.2%10.7%01.2%123.8%411.3%47.0%11.3%--00.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 467Page 467 QD6 Home type Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 64 224 113 99 85 300 126 26 66 5078.7%21395.2%10795.4%9697.1%8296.4%28695.4%11288.7%2389.0%6192.0% 11.1%--------00.1%00.4%---- 1219.0%114.7%54.6%32.7%22.2%134.4%86.7%311.0%34.5% 00.4%00.1%------00.1%00.2%---- 00.7%----00.3%11.4%--54.0%--23.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 468Page 468 QD6 Home type Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Single familydetached home Apartment Condominium ortownhome Mobile home Prefer not toanswer 48 419 74 23 115 20 4286.5%37389.0%6891.1%2191.3%11297.2%20100.0% --00.1%----00.2%-- 713.5%297.0%67.5%--21.4%-- ------01.1%00.2%-- --163.8%11.4%27.6%10.9%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 469Page 469 QD7 Ethnicity Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 651 552 63 107 513 491 118 315 312 30046.0%26147.3%2132.6%4339.8%25149.0%21543.8%7260.9%14746.7%15148.6% 12619.4%10719.3%1523.5%2725.1%8817.1%10120.7%1714.8%5918.7%6621.2% 263.9%234.1%23.5%55.0%203.8%244.8%21.6%154.6%113.6% 30.4%30.5%--32.4%--30.5%--10.4%10.4% 6610.2%5810.5%711.7%55.0%5510.7%469.4%97.5%4012.6%268.5% 40.6%20.3%--00.3%40.7%40.8%--41.3%-- 294.4%234.1%46.6%65.5%214.0%193.9%64.8%113.5%154.8% 132.0%112.1%11.2%33.2%91.8%122.5%10.5%82.7%41.4% 8513.0%6511.7%1320.9%1513.7%6512.7%6713.7%129.9%309.5%3611.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 470Page 470 QD7 Ethnicity Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 19 28 36 57 75 97 123 561 75 841.9%1138.8%1644.0%2645.1%3850.8%6062.4%6250.3%27949.7%2127.3% 737.3%622.4%1027.7%1322.6%1823.6%1515.6%1714.0%10318.4%2026.3% 13.8%26.9%12.5%00.5%79.7%10.8%1310.3%213.8%45.7% ------22.8%00.4%--00.4%30.5%-- 14.1%310.8%615.8%1017.4%33.8%66.7%1814.6%569.9%1114.2% --------22.6%----40.7%-- 12.6%01.6%25.4%11.6%68.2%1111.0%43.4%223.9%78.8% 13.3%39.6%--12.0%--21.7%10.8%122.2%10.8% 17.1%39.9%24.6%57.9%11.0%21.9%86.2%6110.9%1316.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 471Page 471 QD7 Ethnicity Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 26 52 46 44 38 125 320 593 38 1247.2%2343.6%1124.2%1125.8%1025.9%5140.9%18156.7%28648.2%1436.5% 622.4%917.9%1940.7%1329.7%1025.3%2520.0%4514.0%11218.9%924.1% 311.0%24.0%11.6%37.2%37.0%22.0%123.7%233.9%37.4% 01.0%00.5%--------20.7%30.4%-- 13.0%59.6%716.0%512.4%718.5%2318.7%175.4%6110.3%37.8% ------24.3%--00.2%20.6%40.7%-- 13.5%46.9%36.8%25.4%--75.2%123.8%244.1%512.1% 13.0%23.7%12.1%--410.0%32.7%20.6%111.8%25.0% 28.7%713.8%48.6%715.2%513.4%1310.3%4714.6%7011.7%36.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 472Page 472 QD7 Ethnicity Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 142 137 37 326 34 62 76 131 260 8257.5%7151.7%1539.8%13240.4%822.3%1423.3%2735.5%6448.8%17366.6% 2719.0%1511.2%719.1%7422.8%412.1%2032.0%2432.2%2619.5%3614.0% 63.9%00.3%13.9%185.6%01.3%23.2%79.2%75.1%72.5% 10.5%00.2%00.7%10.4%----00.6%10.6%10.5% 75.2%128.4%717.5%3711.4%926.0%914.8%912.6%118.5%218.2% --42.8%--00.1%--23.1%--21.5%-- 53.4%85.7%410.2%123.8%618.7%23.1%45.3%75.3%62.5% 42.9%43.0%--51.4%--11.5%00.4%32.5%20.8% 117.6%2316.7%38.7%4614.1%719.5%1219.1%34.4%118.2%134.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 473Page 473 QD7 Ethnicity Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 64 224 113 99 85 300 126 26 66 4570.8%14364.0%4540.0%3232.1%2630.9%300100.0%------ 813.1%3415.1%2925.8%2020.7%2731.3%--126100.0%---- 57.5%42.0%65.2%88.1%22.5%----26100.0%-- ----00.2%00.5%22.2%-------- 23.7%83.4%108.7%2424.1%1012.3%------66100.0% --20.9%----22.3%-------- 00.7%114.8%76.4%21.9%66.9%-------- --41.6%65.3%10.7%10.7%-------- 34.2%188.2%98.3%1212.0%910.8%-------- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 474Page 474 QD7 Ethnicity Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Caucasian /White Latino /Hispanic African-American/ Black American Indianor AlaskanNative Asian -- Korean,Japanese,Chinese,Vietnamese,Filipino or otherAsian Pacific Islander Mixed Heritage Other Prefer not toanswer 48 419 74 23 115 20 --16038.2%5168.2%1460.7%6152.9%1471.9% --10324.6%57.0%311.7%1311.3%211.9% --194.6%23.3%--43.3%-- 35.4%00.1%--01.1%21.6%-- --5513.1%23.2%14.1%86.6%13.9% 48.5%40.9%----00.2%-- 2959.6%215.0%22.4%01.1%54.7%12.7% 1326.5%92.0%22.4%01.1%21.6%01.5% --4811.5%1013.4%520.0%2017.6%28.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 475Page 475 QD8 Household income Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 651 552 63 107 513 491 118 315 312 192.9%152.6%57.2%65.3%132.6%112.2%54.6%51.7%134.2% 284.2%244.3%12.2%54.6%224.2%244.9%32.2%144.3%144.4% 365.5%274.9%47.0%98.1%275.3%285.7%32.8%103.2%247.9% 578.8%519.2%23.7%1311.9%438.4%408.2%1210.1%3210.1%237.5% 7511.5%6712.1%34.9%1513.6%5510.7%5110.4%1613.6%4113.0%3310.6% 9714.9%9116.5%57.6%109.1%8416.3%7515.2%1714.3%6019.1%3611.7% 12318.9%10519.1%1218.7%1816.4%10019.4%8316.9%3731.7%6721.1%5718.2% 91.3%71.3%11.6%11.2%81.5%51.0%21.8%20.8%62.0% 20832.0%16529.8%3047.1%3229.9%16231.6%17435.5%2218.9%8426.7%10433.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 476Page 476 QD8 Household income Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 19 28 36 57 75 97 123 561 75 19100.0%------------101.8%911.7% --28100.0%----------213.8%68.5% ----36100.0%--------254.5%1014.0% ------57100.0%------498.7%68.4% --------75100.0%----6311.3%1115.2% ----------97100.0%--9016.1%68.6% ------------123100.0%11420.2%1012.8% --------------91.5%00.4% --------------18032.1%1520.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 477Page 477 QD8 Household income Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 26 52 46 44 38 125 320 593 38 14.9%23.3%613.0%36.7%00.7%10.4%62.0%183.0%11.6% 15.7%47.3%23.4%11.6%26.2%86.4%103.0%244.1%38.9% 13.0%510.4%511.2%48.0%01.2%54.3%154.7%305.0%513.7% 26.4%36.1%37.4%37.5%26.3%129.8%319.7%579.6%00.9% 413.9%1120.9%919.1%715.7%25.0%118.6%329.9%6310.7%1129.5% 310.5%815.2%01.0%817.5%411.7%2419.5%4915.4%8915.0%821.1% 1246.7%1018.6%818.1%1124.7%1332.9%2620.5%4413.8%12120.5%25.0% 01.0%--24.5%00.6%11.9%--51.7%81.4%-- 27.9%1018.2%1022.3%817.6%1334.3%3830.4%12739.8%18330.8%719.4% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 478Page 478 QD8 Household income Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 142 137 37 326 34 62 76 131 260 10.7%10.8%11.9%164.9%11.8%47.2%57.2%21.5%62.5% 64.0%31.9%11.5%195.7%12.1%35.5%11.6%75.2%155.9% 53.2%85.9%24.8%216.5%--57.7%11.9%75.6%228.3% 74.7%139.4%410.6%329.8%01.3%46.1%68.5%107.7%3011.5% 1913.2%1611.8%49.6%3611.1%412.5%57.8%1215.9%1914.6%3312.6% 2417.1%2316.9%923.9%4012.4%38.8%46.2%1216.0%2217.0%5420.6% 1913.4%3022.0%1129.0%6319.4%1339.4%914.9%2634.6%3527.0%3112.0% 21.6%--25.6%41.3%14.0%--00.4%10.4%51.9% 6042.0%4331.4%513.1%9428.8%1030.2%2844.5%1013.8%2720.9%6424.8% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 479Page 479 QD8 Household income Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 64 224 113 99 85 300 126 26 66 34.6%52.4%43.2%22.5%44.3%82.7%75.6%12.8%11.2% 57.8%52.3%65.3%77.5%44.4%113.6%64.9%27.4%34.5% 69.0%156.7%10.9%66.4%89.0%165.2%107.8%13.5%68.5% 1015.4%188.1%119.8%87.7%910.2%268.6%1310.2%01.1%1015.0% 914.6%3616.3%65.3%55.2%1720.5%3812.6%1814.0%728.3%34.2% 913.3%4118.1%2824.6%1313.6%67.6%6020.2%1511.9%13.0%69.7% 69.0%3616.1%2219.7%3636.4%1922.9%6220.7%1713.7%1349.3%1827.2% 23.0%10.4%21.9%33.5%00.3%61.9%10.6%--22.7% 1523.3%6629.6%3329.3%1717.3%1820.8%7324.5%3931.3%14.6%1827.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 480Page 480 QD8 Household income Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Less than$25,000 $25,000 to lessthan $40,000 $40,000 to lessthan $60,000 $60,000 to lessthan $80,000 $80,000 to lessthan $100,000 $100,000 to lessthan $150,000 $150,000 ormore Not sure Prefer not toanswer 48 419 74 23 115 20 12.3%122.9%33.6%12.3%32.6%13.3% 36.4%184.4%33.8%01.1%54.7%12.6% 24.0%214.9%23.2%312.4%98.0%02.4% 47.7%358.4%68.5%312.4%1210.6%13.9% 817.2%5212.3%45.7%14.1%1613.9%28.8% 1225.5%6014.4%1418.6%314.7%1714.6%211.9% 611.8%8620.6%1519.7%522.3%119.4%632.7% 00.5%10.2%11.9%01.1%54.0%27.9% 1224.7%13331.8%2634.9%729.4%3732.2%526.3% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 481Page 481 S1 Service address city Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female Chula Vista El Cajon Jamul Spring Valley Other 651 552 63 107 513 491 118 315 312 41964.3%35464.2%4368.1%6762.4%33164.5%32265.7%6959.1%20866.0%19562.5% 7411.4%6611.9%58.4%1413.2%5811.3%5611.4%1513.1%3511.0%3611.6% 233.5%203.6%23.1%32.6%193.8%193.9%22.0%103.0%103.2% 11517.7%9917.9%1015.9%2018.6%8817.2%7815.8%2722.6%5015.8%6520.8% 203.0%132.4%34.5%33.1%163.2%163.2%43.1%134.2%61.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 482Page 482 S1 Service address city Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others Chula Vista El Cajon Jamul Spring Valley Other 19 28 36 57 75 97 123 561 75 1264.2%1867.1%2158.1%3561.2%5269.2%6062.4%8670.0%35362.9%5572.8% 314.0%310.2%26.8%611.1%45.7%1414.3%1511.9%6812.0%57.0% 12.7%00.9%37.9%34.9%11.3%33.4%54.1%203.6%23.2% 315.7%519.8%925.9%1221.4%1621.5%1717.4%118.8%10318.3%1114.9% 13.4%11.9%01.4%11.4%22.3%22.4%65.3%183.2%22.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 483Page 483 S1 Service address city Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other Chula Vista El Cajon Jamul Spring Valley Other 26 52 46 44 38 125 320 593 38 1765.4%3260.2%3370.6%3579.5%2872.7%9273.7%18357.3%37362.8%3078.9% 310.5%47.2%35.9%24.6%615.5%118.8%4614.5%6811.4%614.6% 12.0%11.0%13.2%24.8%11.3%43.4%134.1%213.5%00.7% 413.9%1529.5%715.3%48.7%38.5%1511.8%6821.1%11218.9%25.7% 28.2%12.1%25.0%12.4%12.0%32.4%103.0%203.3%-- Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 484Page 484 S1 Service address city Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older Chula Vista El Cajon Jamul Spring Valley Other 142 137 37 326 34 62 76 131 260 9164.3%8159.5%2052.8%21967.1%2161.9%4267.1%5978.6%8060.7%15760.3% 1913.5%2317.1%49.5%288.4%38.0%69.5%45.3%1813.8%3413.1% 53.2%64.7%25.0%102.9%--11.9%23.2%54.0%104.0% 2316.1%2216.1%1231.3%5918.1%926.2%1218.9%912.2%2619.4%4718.1% 42.9%42.6%11.4%113.4%13.8%22.6%10.7%32.0%124.5% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 485Page 485 S1 Service address city Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican Chula Vista El Cajon Jamul Spring Valley Other 64 224 113 99 85 300 126 26 66 4366.8%12656.4%7768.7%7070.5%5665.6%16053.3%10381.6%1975.4%5582.3% 1116.7%3214.1%1513.2%44.2%67.2%5116.9%54.1%29.7%23.6% 12.3%104.3%43.6%33.1%11.7%144.6%32.1%--11.4% 711.0%4419.5%1412.6%2121.4%2023.1%6120.4%1310.3%414.9%811.4% 23.2%135.7%21.9%10.8%22.5%144.8%21.9%--11.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 486Page 486 S1 Service address city Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other Chula Vista El Cajon Jamul Spring Valley Other 48 419 74 23 115 20 3469.7%419100.0%-------- 47.3%--74100.0%------ 11.6%----23100.0%---- 919.7%------115100.0%-- 11.7%--------20100.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 487Page 487 S2 Account setup year Base Overall Overall Satisfaction(Q1) Satisfied Dis-satisfied Contacted District inPast 6 Months (Q7,8) Yes No Taken Act ions t oReduce Water Usage(Q19) Yes No Gender (QD1) Male Female 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 651 552 63 107 513 491 118 315 312 263.9%234.1%23.8%1211.6%122.3%193.8%65.2%154.7%113.4% 528.0%478.5%35.5%1110.6%387.4%316.4%1714.3%237.2%299.2% 467.1%366.6%711.5%1311.9%336.4%336.7%97.6%154.9%319.8% 446.8%417.4%11.6%109.1%326.2%326.5%119.0%247.5%185.8% 385.9%336.0%58.6%87.8%265.1%347.0%43.2%237.3%144.4% 12519.2%10118.3%2133.7%2119.7%9819.1%9519.3%1512.5%5617.8%6320.2% 32049.1%27149.1%2235.3%3129.3%27553.6%24750.4%5748.2%15950.5%14747.2% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 488Page 488 S2 Account setup year Base Hsld Income (QD8) Less than$25K $25K to <$40K $40K to <$60K $60K to <$80K $80K to <$100K $100K to <$150K $150K ormore Home OwnershipStatus (QD4) Own Rent / Livew/others 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 19 28 36 57 75 97 123 561 75 16.5%15.3%12.2%22.9%44.7%32.8%129.7%152.6%1114.5% 29.1%413.9%515.3%35.6%1114.7%88.2%107.9%376.6%1519.8% 631.3%25.7%514.5%36.0%911.8%00.5%86.8%315.4%1418.4% 315.5%12.6%49.9%35.8%79.3%88.0%118.8%315.5%1115.3% 01.4%28.6%01.3%24.2%22.6%44.6%1310.3%356.2%34.5% 12.9%829.3%514.9%1221.3%1114.5%2425.2%2620.8%11320.1%1215.8% 633.2%1034.7%1542.0%3154.3%3242.5%4950.7%4435.7%30153.6%911.6% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 489Page 489 S2 Account setup year Base Account Setup Year 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before2004 Home Type (QD6) Singlefamily Condo /Other 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 26 52 46 44 38 125 320 593 38 26100.0%------------213.6%38.0% --52100.0%----------467.7%49.5% ----46100.0%--------457.6%12.3% ------44100.0%------376.2%514.1% --------38100.0%----335.6%512.1% ----------125100.0%--11819.9%410.1% ------------320100.0%29349.4%1744.0% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 490Page 490 S2 Account setup year Base Frequency of Reading Newsletter (Q24,25) Always Sometimes Rarely,never Don'trecallreceivingit Age (QD2) Under 35 35 to 44 45 to 54 55 to 64 65 or older 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 142 137 37 326 34 62 76 131 260 42.8%53.4%13.2%164.8%720.8%35.1%56.2%75.7%31.2% 53.2%117.8%37.2%329.9%925.9%812.9%1316.7%75.1%155.7% 85.4%53.5%37.3%319.5%617.3%915.2%1013.8%54.0%93.3% 63.9%86.1%616.8%226.7%--46.9%1013.8%1511.6%124.5% 85.8%96.8%36.9%185.6%--610.2%45.3%86.2%103.9% 1510.3%3022.1%617.1%7121.9%412.2%1218.9%2533.1%3325.1%3212.4% 9768.4%6950.3%1541.5%13541.6%823.9%1930.9%810.9%5642.4%17968.9% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 491Page 491 S2 Account setup year Base Hsld Members (QD3) 1 2 3 4 5 or more Ethnicity (QD7) Caucasian/ White Latino /Hispanic Af-American /Black AsianAmerican 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 64 224 113 99 85 300 126 26 66 23.9%52.2%54.5%77.0%56.2%124.0%64.5%311.0%11.2% 34.2%125.4%87.2%1010.0%1416.5%237.6%97.4%28.1%57.6% 23.4%125.3%109.3%1313.5%67.0%113.7%1914.9%12.8%711.1% 45.6%114.9%87.0%1212.5%67.2%113.8%1310.4%312.4%58.2% 12.3%83.7%54.6%1212.3%56.4%103.3%107.7%310.5%710.7% 711.7%2712.0%2522.6%2424.6%2529.4%5117.1%2519.8%29.6%2335.1% 4468.8%14966.4%5044.7%2020.1%2327.2%18160.4%4535.3%1245.6%1726.1% Appendix AAppendix A Otay Water District Customer Service Survey 2023Otay Water District Customer Service Survey 2023 CrosstabulationsCrosstabulations True North Research, Inc. © 2023True North Research, Inc. © 2023 Page 492Page 492 S2 Account setup year Base Ethnicity... Mixed /Other Service Address City Chula Vista El Cajon Jamul SpringValley Other 2022 2021-20 2019-18 2017-16 2015-14 2013-04 Before 2004 48 419 74 23 115 20 24.0%174.0%33.6%12.3%43.1%210.5% 612.0%327.5%45.1%12.3%1513.4%15.5% 48.6%337.8%33.7%16.4%76.1%211.7% 48.9%358.4%22.7%29.4%43.3%15.3% 47.9%286.7%68.0%12.3%32.8%13.9% 1021.1%9222.0%1114.8%418.9%1512.7%314.9% 1837.6%18343.7%4662.1%1358.4%6858.5%1048.1% STAFF REPORT TYPE MEETING: Regular Board MEETING DATE: August 2, 2023 SUBMITTED BY: Jose Martinez General Manager W.O./G.F. NO: N/A DIV. NO. N/A APPROVED BY: Jose Martinez, General Manager SUBJECT: General Manager’s Report GENERAL MANAGER: •Drought and Conservation Update – Effective July 1, 2023, the San Diego County Water Authority rescinded resolution No. 2021-24, a resolution by its board of directors that activated Level 1 of the Water Authority’s Water Shortage Contingency Plan (WSCP). The Water Authority’s WSCP uses the six standard stages, allowing retail agencies like the District to align their response actions. Per the District’s WSCP, the District’s general manager may declare/rescind the existence of Level 1. Effective July 31, 2023, the District will also rescind Level 1 of its WSCP, deactivating Level 1. The deactivation of the District’s WSCP does not impact implementation of water-use efficiency programs and rebates for the District’s customers. The District will continue to conduct conservation outreach and education, including efforts to encourage conversion of ornamental grass for sustainable landscapes that are more climate-appropriate for the San Diego region. •Summer Pipeline Newsletter – Communications staff distributed the summer issue of the Pipeline newsletter to customers. The newsletter highlighted the 2023 WaterSmart Landscape Contest winner and her landscape makeover story in English and Spanish. To encourage customers to upgrade their landscapes, it featured the San Diego County Water Authority’s “Thanks for Planting Me!” campaign and mentioned where to apply for District rebates. The newsletter also included a reminder to homeowners to check for proper water pressure in their homes. It also announced the latest water quality report available on the District’s website and listed the latest Water Conservation Garden events and classes. The column AGENDA ITEM 9 2 by garden expert Nan Sterman covered how to prune fruit trees in the summer. • Advanced Clean Fleets Legislation – As a result of the California Air Resources Board finalizing the state’s new Advanced Clean Fleets (ACF) regulation, which seeks to fundamentally change how publicly owned electric utilities and water and wastewater agencies manage and make purchasing decisions for their medium- and heavy- duty fleet vehicles, the first ACF compliance and reporting starts in April 2024 and by 2027 100% of utilities’ medium- and heavy-duty fleet purchases need to be zero-emissions. The California Municipal Utilities Association (CMUA) has developed a guidebook to help utilities understand the new rule and meet implementation deadlines. Meanwhile, AB 1594 (Garcia), which may ultimately help provide public agencies with additional flexibility to the ACF rule, continues to progress through the legislature. The bill passed its house of origin and the Senate Committee on Environmental Quality. The Senate Appropriations will set a hearing when the legislature returns from summer recess. The District is supporting the bill, which would require that any state regulation on medium- and heavy-duty vehicles support an agency’s ability to maintain reliable water and electric service, respond to emergencies and provide mutual aid assistance. ADMINISTRATIVE SERVICES: GIS: • Lead Service Line Inventory – To ensure compliance with the EPA’s recently released Guidance for Developing and Maintaining a Service Line Inventory, staff deployed Esri's GIS Lead Service Line Solution package, which allows for the collection and management of data pertaining to service lines. Additionally, the system offers an application that allows residents to directly report and communicate any lead-related issues with the District. This solution has been fully tested and is in production with field staff. Human Resources: • Employee Picnic - The San Diego Safari Park Employee Picnic on July 8th was well attended. • Annual Performance Evaluations - The 2023 performance evaluation process is in progress. • New Hires/Recruitments - The District recently filled the following position: o Water Systems Operator I/II/III 3 The District is recruiting for the following positions: o Human Resources Assistant I or II o Utility Worker I/II o Construction Technician o Reclamation Plant Operator I/II/III IT Operations: • Co-location Facility/Disaster Recovery Relocation - Staff is preparing to relocate the District's current co-location, or disaster recovery facility, to a new site as the existing location is scheduled to shut down on September 30. All hardware, including redundancy switches, storage devices, and other components related to the District's disaster recovery framework, will be moved as part of this process. The move to the new facility is scheduled for August 1. • Tyler ERP Software - Staff presented an informational item to the Board regarding the intention to upgrade the District's ERP system. The presentation outlined several reasons justifying the upgrade, such as outdated technology, the approaching end of vendor support, and security concerns. In the upcoming months, staff will be presenting and recommending a Board action to include additional justification, a well-defined timeline, and a final budget and contract for the implementation of the new ERP system, Tyler Munis. Purchasing & Facilities: • Annual Mowing Services at Salt Creek – Every year, the District contracts to have the open spaces at Salt Creek mowed. The 157-acre site is located at the north end of Hunte Parkway in Chula Vista and consists of the now-closed golf course and other adjoining areas surrounded by the Habitat Management Area. Mowing not only reduces the amount of fuel available in case of wildfire, but it also prevents the establishment of certain types of vegetation that may limit future development. After a request for quotes, a contract was awarded to Specialty Mowing Services, Inc. (Specialty) in the amount of $29,075.00, which is 4% over the previous year. Specialty had the 2021 contract and performed the work effectively and efficiently at that time. The work commenced on June 22 and was successfully completed on schedule and within budget. 4 Safety & Security: • Annual Respirator Fit Testing – Employees whose job tasks come into contact with potential airborne contaminants such as asbestos, must wear respirators (personal protective equipment). When working around asbestos or chlorine gas, the respirators can include half- mask and full-face respirators. The HazMat Team members wear self- containing breathing apparatus as part of their emergency response requirements. Cal/OSHA's Respiratory Protection standard provides training and program requirements, such as medical clearance exams and annual fit testing. Staff facilitated and conducted the yearly respirator fit tests for Utility Maintenance staff and the HazMat Team. Fit testing is a method for finding the respirator that fits the worker's face and ensures it provides a tight seal to help keep the worker protected. Fit tests also ensure that airborne contaminants do not leak into the facepiece through the face seal. • District’s Hazard Mitigation Plan & Grants - Staff met with department representatives who will lead in coordinating identified hazard mitigation strategies and applying for the relevant grant funds. Discussed were the County's program's expectations of the District and the third-party resources available to apply for the grants. The group will meet every four months to provide status updates on their mitigation strategies. UFINANCE: • Rate Increase Notices – Rate increase notices for 2024 are completed and will be mailed as bill inserts from July 19 through August 18. Customer Service staff will keep track of calls received regarding these notices. The residential water and sewer notices were reviewed by legal, and the resulting comments were 5 incorporated into the residential notices as well as other class notices. • Government Finance Officers Association (GFOA) Certificate of Achievement for Excellence in Financial Reporting – For the nineteenth consecutive year, the GFOA awarded the District with the prestigious Certificate of Achievement for Excellence in Financial Reporting for the District’s Annual Comprehensive Financial Report for the fiscal year ended June 30, 2022. To be awarded a Certificate of Achievement, the District had to publish an easily readable and comprehensive report. This report must satisfy both Generally Accepted Accounting Principles (GAAP) and applicable legal requirements. • Cyber Liability Insurance Renewal – After multiple years of an increasingly hardening market and significant increases in premiums, it appears that, overall, the cyber market has stabilized. As such, the ACWA-JPIA Executive Committee approved a flat rate renewal for the 2023-2024 program year. With the market stabilization, the JPIA can provide some valuable cyber risk management resources and services to members, included in the coverage. Finance will work with the IT department to review and utilize these resources when the JPIA makes them available. • Property Insurance Program Renewal – The District received the fiscal year 2023-2024 renewal premium of $477,931.01 from ACWA- JPIA. This amount is $70,000 higher than expected due to the compounding effect of inflation and rate increases in addition to a revaluation of reservoir replacement values that were under- represented by the JPIA in previous fiscal years. Staff anticipate a slight decrease in the overall liability premiums due to lower- than-expected losses which may offset the property program increase. The liability premiums will be available from the JPIA in October. The JPIA Executive Committee adopted a 20% increase in the Property Program rates effective for policy year July 1, 2023 through June 30, 2024. According to the JPIA, “Largely based on two very large wildfire losses, the JPIA’s loss ratio (premiums paid versus losses paid) with its excess insurers is extremely high.” The statement went on to say that due to the severely hardening market and the JPIA’s loss ratio, the JPIA must self-insure the first $10,000,000 of every loss. The JPIA reported that it continues to purchase reinsurance coverage above $10,000,000 and up to $500,000,000 in total limits. These circumstances resulted in JPIA’s excess coverage increasing by 21%. As such, the JPIA Executive Committee approved a 20% rate increase for the 2023/24 Program Year. Additionally, inflation factors of 7.5% for buildings 6 and fixed equipment and 5.5% for personal property have been applied to the District’s Total Insured Values (TIV). • AMI Project Update - Master Meter personnel are currently adding additional frequency to all Allegro registers in the District. Originally anticipated to be done remotely through the base stations, a software issue with the base station currently will not allow this to be done remotely. Because of this, it now requires driving by all meters once and is expected to take until the end of August to complete. Once completed, the meters will be switched to AMI mode route-by-route to ensure there is no disruption to the reading and billing process. • Special Assessments/Tax Rollovers - The Special Assessment process is underway with the final file scheduled to be sent to the County by the end of July. Tax rollover letters to delinquent owners with closed or locked accounts were sent on June 1, with a deadline to pay by July 10. As of July 17, sixty-nine (69) parcel owners and a total of $27,804 in delinquent funds will be added to the County tax roll. The file of availability and tax rollover charges must be sent to the County no later than August 10, along with the signed Resolution from the Board. The Availability Charges Resolution was approved by the Board at the Board meeting on June 7. Financial Reporting: • The financial reporting for June 30, 2023, is as follows: o For the twelfth month ending June 30, 2023, there are total revenues of $115,642,915 and total expenses of $114,683,545. The revenues exceeded expenses by $959,370. • The financial reporting for investments for June 30, 2023, is as follows: o The market value shown in the Portfolio Summary and in the Investment Portfolio Details as of June 30, 2023, total $110,057,298 with an average yield to maturity of 3.772%. The total earnings year to date are $2,883,624. ENGINEERING AND WATER SYSTEM OPERATIONS: Engineering: • Vista Diego Hydropneumatic Pump Station Replacement and 12-inch Pipeline Replacement, 1530 Zone, Vista Diego Road: This project includes replacement of the existing Pump Station, which serves the small 1530 Pressure Zone, containing approximately thirty-seven (37) potable water meters and four (4) hydrants. The project also 7 includes 1530 Pressure Zone distribution system improvements in support of the Pump Station Replacement project and replacement of the existing emergency standby generator. An alternative concept, intended to avoid relocating overhead utilities, was presented and well received by District staff on January 31, 2023. A 60% drawing submittal for the temporary trailer mounted pump station and distribution system improvements was completed March 27, 2023, and a review meeting was held April 10, 2023. The design of the pump station incorporating alternative retaining walls (rock nail in lieu of typical CMU) and an alternative surge mitigation design is progressing. The project is within budget but behind schedule due to changing the overall concept to avoid relocating overhead dry utilities. (P2639, P2680, and P2688) • RWCWRF Disinfection System Improvements: The project involves the replacement of the chlorine gas disinfection system with an ultraviolet (UV) process at the Ralph W. Chapman Water Reclamation Facility. Consultant selection for design and construction support went to Carollo Engineers, which was approved by the Board at the June 2021 Board Meeting. Design work initiated in July 2021. Monitoring of ultraviolet transmittance has been completed and analyzed for setting the design criteria for the UV equipment. Initial contact with the regulating state agencies has been made. Information on available equipment manufacturers has been assessed and pre-procurement procedures completed for designing the project around the Trojan UV system. A Memorandum of Understanding has been reached with Trojan for procuring the UV system through the construction contractor at a bid obtained cost. This will also reduce materials acquisition delays related to this equipment, which is expected to take a year to ship. The final design was submitted in May 2023, and the project bid process started. Bids were opened June 22, 2023, and the award of the contract is anticipated at the Board meeting in August. (R2117 and R2157) • Olympic Parkway Recycled Water Line Replacement: Several main breaks within the past year of the 20-inch recycled water line in Olympic Parkway between Heritage Road and La Media Road resulted in the establishment of this Capital Improvement Program project at the May 2021 Board meeting. The engineering firm, NV5, was selected to design the replacement waterline using the District’s As-Needed Engineering Design Services contract. The project was bid in October 2022 and bids opened on November 15, 2022. The construction contract with Burtech was approved by the Board of Directors at their January 2023 meeting. The City of Chula Vista permits have been obtained. Consideration was given to potentially using trenchless installation, but several drawbacks and limitations eliminated it from selection. Traffic control design was handled through the As-Needed Traffic Engineering Services contract. The contractor has started procuring materials and a Pre-construction Meeting was held on June 8, 2023. The valve 8 manufacturer has notified the Contractor that the valves will not be delivered until March 2024. The project is within budget. (R2159) • Paso de Luz and Vista Sierra Waterlines Replacement: The existing 1950’s steel water lines in the Hillsdale area have been identified for replacement due to past failures. Under this contract, the water line between Vista Grande and Vista Sierra will be replaced. Included in this project is the replacement of a water line between Paso de Luz and Telegraph Canyon Road in Chula Vista that is located in an easement on an embankment. The water line has been isolated due to a leak, removing the redundancy for this neighborhood. Bids were opened in February 2022 with the construction contract approved by the Board at the April 2022 meeting. Work is completed for both sites, and the contractor is working on punchlist items. The project is within budget and on schedule. (P2612 & P2616) • 1655-1 Reservoir & Rancho Jamul Hydropneumatic Pump Station: This project consists of constructing a new 0.5 MG prestressed concrete potable water tank in Jamul and modifying the existing Rancho Jamul Hydropneumatic Pump Station (HPS) to become the permanent pump station to feed the new 1655-1 Reservoir. The project also includes replacing approximately 1,500 linear feet of existing pipe that will experience pressure over the rated pressure class under the new configuration. The project design consultant, Richard Brady and Associates, teamed with Wood Rodgers (Brady/Wood Rodgers), and delivered the 60% design on July 6, 2022. Staff provided comments back to Brady on September 7, 2022. Brady is working toward 90% design. The project is within budget and the construction schedules were pushed out to the FY 2028-2029 timeframe as part of the FY 2024 budget cycle. (P2040, P2642, & P2681) • 870-2 Reservoir and 870-1 Reservoir Floating Cover/Liner Replacement: This project consists of constructing a new 3.4 MG prestressed concrete potable water tank adjacent to the existing 870-1 Reservoir. The project also includes lowering the existing 870-1 Reservoir 30-inch inlet pipe and replacing the existing floating cover and liner within the existing 870-1 Reservoir. District staff designed the floating cover/liner replacement portion of the project in-house to the 50% level and a recognized expert in floating covers, Hilts Consulting Group, reviewed and commented on the floating cover/liner design in February 2023. The District’s as-needed engineering design consultant, Wood Rodgers, teamed with Richard Brady and Associates (Wood Rodgers/Brady), and delivered the 60% design the week of June 22 and a review meeting was held July 17, 2023. The project is within budget and on schedule. (P2228 & P2563) 9 • Recycled Water Pipeline Cathodic Protection Improvements: This project includes repairs to existing cathodic protection systems, such as anode replacement and cathodic test station repairs for recycled water pipelines located in the Central Area. The contractor, M-Rae, commenced field work February 2023. The contractor completed field work during the month of May 2023. The contractor has completed all work and the construction contract is expected to be closed out and Notice of Completion recorded during the first quarter of FY 2024. The project is within budget and on schedule. (R2146) • Advanced Metering Infrastructure Upgrade Project: This project will provide the District with the ability to measure water usage in real time. This will allow customers to access their consumption data online and compare historic usage. Currently, the District has approximately 24,000 AMI-compatible meters installed throughout the service area. This phase of the project will install the base antennas, repeaters, as well as network hardware and software to implement the system. The contractor has completed all work, and Master Meter is upgrading the software in the meters. The project is within budget and on schedule. (P2682) • 1004-2 & 485-1 Reservoir Interior/Exterior Coating: This project consists of removing and replacing the interior and exterior coatings of the 1004-2 (1.4 MG) and the 485-1 (1.0 MG) Reservoirs, along with providing structural upgrades, to ensure the tanks comply with both state and federal OSHA standards as well as the American Water Works Association and the County Health Department standards. Unified Field Services Corp. (Unified) was awarded the construction contract at the November 2022 Board Meeting. Unified completed the structural upgrades and interior coating on the 1004- 2 tank and has begun recoating the exterior surfaces. Structural work on the 485-1 Tank is complete and the contractor continues to work on the interior coating. Project notifications were sent to forty-five (45) customers near the 485-1 tank. The project is within budget and on schedule. (P2567 & P2614) • FY 2023 Sewage Flows to Metro vs Planned Capacity: The Metro Amended and Restated Regional Wastewater Disposal Agreement became effective at the start of FY 2023. The District’s annual capacity of 0.38 MGD (139 MG) is now in effect, though the District would need to exceed this capacity for three (3) consecutive years before additional capacity must be acquired. Metro capacity was set based upon the District’s sewer system requirements through planning year 2050. 10 Sewage flow to Metro for FY 2023 was 101.24 MG, below the 139 MG Agreement capacity limit as shown in the graph below. A second graph has been included to show the previous ten (10) years of flows to Metro in average daily flow units. The Ralph W. Chapman Water Reclamation Facility has returned to normal recycled water production after the unusually rainy winter and performance of plant maintenance. 11 • Summary of Budgeted and Sold Meters and EDUs for Fiscal Year 2023 up through June 30, 2023: Water Operations: • The following events occurred on Thursday, June 22nd: o The Ralph W. Chapman Water Reclamation Facility (plant) completed the regulatory requirement of a five-year update to the Process Hazard Assessment (PHA) as part of the California Accidental Release Prevention/Process Safety Management/Risk Management Program (CalARP/PSM/RMP). The assessment is complete with recommended edits to the program for the District to consider. The CalARP program is required for the use of chlorine at the plant. o Staff received a call from a customer in appreciation of the work performed from a replaced leaking one-inch copper service at 2084 Teton Pass Street in El Cajon. The customer stated that staff was professional, organized, and hardworking. • The following events occurred on Friday, June 23rd: o A start failure alarm was received at the 832 Pump Station and District Electricians were dispatched to the site. A tripped circuit breaker was detected on equipment #2. The breaker was restored and placed back in service. o An unknown communication problem occurred in the SCADA system at several facilities and did not allow Operations staff to monitor activities in real time. SCADA staff coordinated with IT staff to stabilize the system, and after troubleshooting, IT staff identified that a critical component associated with the routers was inoperable. This component was replaced and returned to normal operation in the SCADA system the same day. • The following events occurred on Saturday, June 24th: o Staff responded to an emergency main break at Hunte Parkway, between Olympic Parkway and South Greensview, in Chula Vista. The ten-inch CML&C mainline started leaking on Friday, June 23rd and was isolated overnight with no customer impact. Staff arrived on Saturday and began excavating and discovered the CML&C pipe was leaking from one of the joints. Staff exposed the bad section of pipe and prepared it for the District’s welding contractor. The welder cut out the bad section and welded a ten- Date Meters (Budgeted) Meters Sold (Actual) EDUs (Budgeted) EDUs Sold (Actual) Total $ (Budgeted) Total $ Collected (Actual) June 2023 25.7 17 66.9 45.5 $206,750 $658,774 Totals FY 2023 282.3 222 735.6 522.5 $2,481,000 $6,823,963 12 inch butt-strap in place and completed the repair. Staff grouted the pipe to protect it from corrosion and began backfilling with DG, CAB, and placed temporary cold patch to restore the roadway. o A failure alarm was received at the Cottonwood Lift Station and Treatment Plant staff contacted SCADA staff for immediate attention. A damaged submergible level transducer was detected, replaced, and the lift station was placed back in operation. • On Monday, June 26th, staff performed a planned shutdown to tie in a new section of the 12-inch main on Cactus Road and Airway Road in the Otay Mesa area. This new section of the 12-inch main will provide water to the new housing development located west of Cactus Road, between Airway Road and Siempre Viva Road. This is replacing the existing ten-inch water main. No customers were affected during this planned shutdown. • The following events occurred on Thursday, July 6th: o SCADA staff responded to a low tank air limit alarm at the Rancho Jamul Hydropneumatic station. The compressor was not meeting air demands, which was caused by increased water demand due to rising temperatures in the region. Staff performed an analysis of the tank levels and adjusted the parameters and stabilized the system. o Electricians assisted Fleet Maintenance staff during a mechanical failure of the emergency generator at Cottonwood Lift Station. Staff ran electric power lines and performed all the work required to connect a temporary backup generator. On Thursday, July 13th, after performing troubleshooting and finding the fault, Fleet maintenance staff ordered and received the replacement generator parts and installed them. Electricians assisted and performed the necessary work to return the emergency system to its original condition. On Monday, July 17th, the generator was tested to ensure its correct operation. • The following events occurred on Monday, July 10th: o A start failure alarm on equipment #3 was received at the 1100 Hydropneumatic Station and Electricians and Pump Mechanics were dispatched to the site. After troubleshooting, a damaged diaphragm was detected in the control valve. Staff replaced the diaphragm, performed major maintenance, and returned the equipment to normal operation. Necessary parts were budgeted for this fiscal year and will be purchased to allow staff to perform major preventive maintenance on at least 35 control valves to reduce this type of failure in the future. A pump control valve automatically regulates the pump start-up and shutdown in a time-controlled method to minimize system hydraulic surges. Preventive maintenance prolongs the service life of control valves, reduces the number of repairs, and automatically reduces downtime at pump stations. 13 o Staff assisted the Inspections section with bacteriological test sample of a new section of main replacement that is part of a Capital Improvement Project (CIP). This new section of the main is located off Paso de Luz and Telegraph Canyon Road in Chula Vista. The purpose of this CIP is to replace the existing ten- inch ductile iron pipe that had reached the end of its useful life. Staff loaded, flushed, and sampled the new section of 12- inch steel main. Samples passed with no issues noted. • The following events occurred on Tuesday, July 11th: o Staff performed a planned shutdown to replace a corroded 24-inch water service saddle on Otay Mesa Road in Otay Mesa. The corroded saddle was identified during recent development upgrades in the area. This service is no longer needed for the new development project and was deleted at the water main. A service saddle is a component used to connect a water service lateral to a water main. The shutdown lasted six hours and affected four meters with two water trailers available for the affected meters. o Water Systems staff performed a brief tour of the Regulatory site, 850-3 tanks, 1296-1,2,3 tanks, and the Use Area. The purpose of this tour was to familiarize administration staff with how the water distribution system operates and provide a general overview of some of those sites. • On Wednesday, July 12th, staff performed a planned shutdown to replace three (3) eight-inch isolation valves in the intersection of Windrose Way and Smokey Circle in Chula Vista. The valves were identified to have excessive leak by. Water isolation valves are critical components of a water distribution system for isolating pipe segments for repair and maintenance purposes. The shutdown lasted eight hours and affected 24 meters with three water trailers available for the affected meters. • The following events occurred on Thursday, July 13th: o Staff assisted with the throttling of a 16-inch PVC water main on Siempre Viva Road and Las Californias Drive in the Otay Mesa area. The main throttling was necessary to allow Utility Maintenance staff to perform a wet tap on the 16-inch PVC water main in a safe manner. o Staff assisted the Inspections section with bacteriological test samples for a new housing development. This new housing development is for the Cactus Road project, just west of Cactus Road between Airway Road and Siempre Viva, in Otay Mesa. Staff loaded, flushed, and sampled new sections of mains. Samples passed with no issues noted. o Water Systems staff trained Utility Maintenance staff on the use of the District’s new GIS Field Map App to document customer- side service line material inventory. This customer-side service 14 line inventory is a California State Water Resources Control Board Division of Drinking Water (DDW) mandate for all community water systems and must be completed by October 16, 2024. • On Friday, July 14th, Water Operations staff received unreliable readings on the inlet flow meter and triggered the high flow alarm at the 680 Reservoir. SCADA staff were dispatched to the site and staff performed preventive maintenance and necessary inspections on the meter sensor and repaired the fault. This failure did not cause any damage to the flow meter, and no readings were lost. A possible cause of the failure was the presence of oxidation on the sensor. Purchase and Change Orders: • The following table summarizes purchases and change orders issued during the period from June 26, 2023, through July 13, 2023 that were within staff signatory authority: Date Action Amount Project Contractor/ Consultant/Vendor 6/26/2023 P.O. $412.50 CONSULTING SERVICES – PALO ALTO NETWORKS FIREWALLS BITBODYGUARD INC 6/26/2023 P.O. $8,330.79 FY24 VEEAM AVAILABILITY SUITE ENTERPRISE MAINT PINNACLE BUSINESS SOLUTIONS 6/26/2023 P.O. $4,849.20 FY24 NETWORK MANAGEMENT SOFTWARE LICENSE ZOHO CORPORATION 6/27/2023 P.O. $2,235.81 WILLIE BAKER WAY REPAIRS JACQUES PAVING INC 6/27/2023 P.O. $7,500.00 FY24 STRAT PLAN REPORTING SOLUTION SOFTWARE LICENSE ZOHO CORPORATION 6/29/2023 P.O. $2,947.00 FY24 UPS PREVENTATIVE MAINTENANCE MITSUBISHI ELECTRIC POWER, PRODUCTS INC 6/30/2023 P.O. $49,320.08 FY23 WORKERS' COMP PROGRAM (QTR 4) ACWA JPIA 7/1/2023 P.O. $63,600.00 FY24 CITYWORKS LICENSES & SUPPORT RENEWAL AZTECA SYSTEMS LLC 7/1/2023 P.O. $4,544.80 FY24 ONLINE SOLICITATION SOFTWARE LICENSE BIDSYNC 7/1/2023 P.O. $170,100.00 FY24-26 ESRI EAP SOFTWARE LICENSE SUBSCRIPTION ESRI 7/1/2023 P.O. $5,111.50 FY24 VERITAS ESSENTIAL SUPPORT LICENSE GHA TECHNOLOGIES INC 7/1/2023 P.O. $79,500.00 FY24-26 BENEFIT BROKERAGE & CONSULTING SERVICES KEENAN & ASSOCIATES 7/1/2023 P.O. $11,665.76 FY24 TREASURY MGMT SOFTWARE MAINT & SUPPORT SYMPRO INC 7/1/2023 P.O. $148,155.82 FY24 FINANCIAL MGMT ERP SOFTWARE MAINT & SUPPORT TYLER TECHNOLOGIES INC 7/3/2023 P.O. $38,500.00 FY24 SECURITY WATCHLIGHT 15 Water Conservation and Sales: • Water Conservation – June 2023 usage was 27% lower than June 2013 usage. Since June 2022, customers have saved an average of 15% over 2013 levels. • Conservation 2020 vs Present – On July 8, 2021, Governor Gavin Newsom called on Californians to voluntarily reduce water use by 15%. The benchmark year for comparison is 2020. The following chart shows the difference in usage. June 2023 usage was 27% lower than ALARM MONITORING CORPORATION 7/5/2023 P.O. $14,999.90 FY24 DOCUSIGN E-SIGNATURE SUBSCRIPTION & SUPPORT DOCUSIGN INC. 7/6/2023 P.O. $7,500.00 FY24 STRATEGIC PLAN SOFTWARE REPORTING APPLICATION ROOIBAARD GROUP LLC 7/7/2023 P.O. $1,324.45 FY24 EMERSON SOFTWARE SUPPORT CB PACIFIC INC. 7/7/2023 P.O. $19,976.66 FY24 SCADA SOFTWARE LICENSE RENEWAL GE DIGITAL LLC 7/11/2023 P.O. $7,690.00 ADMIN RTU 6 INSTALLATION (GYM) SOUTHCOAST HEATING & AIR 7/12/2023 P.O. $8,535.00 TRACER BUILDING AUTOMATION SYSTEM TRANE US INC 7/13/2023 P.O. $7,000.00 FY24 AS-NEEDED SAFETY BOOTS RED WING BUSINESS ADV ACCOUNT 16 June 2020. Since July 2021, customer usage decreased by 4.49% compared to 2020 levels. • Potable Water Purchases – The June potable water purchases were 2,367 acre-feet which is 11.3% below the budget of 2,669 acre-feet. Fiscal year-to-date potable purchases are 26,766 acre-feet, which is 6.5% below the cumulative budget of 28,633 acre-feet. 17 • Recycled Water Purchases – The June recycled water purchases from the City of San Diego and production at the District’s treatment facility were 399 acre-feet which is 3.1% below the budget of 387 acre-feet. Fiscal year-to-date recycled purchases and production are 3,335 acre-feet, which is 7.6% below the cumulative budget of 3,610 acre-feet. • Rainfall for the month of June and year-to-date can be seen in the table below. Rainfall June Y-T-D Actual 0.03 17.12 Historical Average 0.05 8.35 Variance -0.02 (-40.0%) 8.77 (105.0%) Potable, Recycled, and Sewer (Reporting up to the month of June): • Total number of potable water meters: 51,708. • Total number of sewer connections: 4,746. • Recycled water consumption for the month of June: o Total consumption: 320.16 acre-feet or 104,316,080 gallons. o Average daily consumption: 3,477,202 gallons per day. 18 o Total cumulative recycled water consumption since June 1, 2022: 3,276.19 acre-feet. o Total number of recycled water meters: 781. • Wastewater flows for the month of June: o Total basin flow: 1,725,500 gallons per day. ▪ This is an increase of 11.45 percent from June 2022. o Spring Valley Sanitation District flows to Metro: 575,167 gallons per day. o Total Otay flow: 1,150,400 gallons per day. o Flow processed at the Ralph W. Chapman Water Recycling Facility: 1,025,333 gallons per day. o Flow to Metro from Otay Water District: 125,067 gallons per day. o By the end of June there were 6,752 wastewater EDUs. Exhibit A Annual YTD REVENUES: Budget Actual Budget Variance Var % Potable Water Sales 61,958,000$ 58,174,786$ 61,958,000$ (3,783,214)$ (6.1%) Recycled Water Sales 10,217,000 9,243,939 10,217,000 (973,061) (9.5%) Potable Energy Charges 2,721,000 2,538,846 2,721,000 (182,154) (6.7%) Potable System Charges 15,168,000 15,248,032 15,168,000 80,032 0.5% Potable MWD & CWA Fixed Charges 13,547,000 13,595,126 13,547,000 48,126 0.4% Potable Penalties and Other Fees 914,000 959,356 914,000 45,356 5.0% Total Water Sales 104,525,000 99,760,085 104,525,000 (4,764,915) (4.6%) Sewer Charges 3,284,000 3,297,522 3,284,000 13,522 0.4% Meter Fees 170,000 135,079 170,000 (34,921) (20.5%) Capacity Fee Revenues 2,311,000 2,429,503 2,311,000 118,503 5.1% Non-Operating Revenues 2,523,100 3,107,637 2,523,100 584,537 23.2% Tax Revenues 5,310,000 6,065,431 5,310,000 755,431 14.2% Interest 495,000 847,657 495,000 352,657 71.2% Total Revenues 118,618,100$ 115,642,915$ 118,618,100$ (2,975,185)$ (2.5%) EXPENSES: Potable Water Purchases 44,250,000$ 41,234,288$ 44,250,000$ 3,015,712$ 6.8% Recycled Water Purchases 5,487,000 5,487,000 5,487,000 - 0.0% CWA-Infrastructure Access Charge 2,998,000 3,097,476 2,998,000 (99,476) (3.3%) CWA-Customer Service Charge 1,881,000 1,900,266 1,881,000 (19,266) (1.0%) CWA-Reliability Charge 3,003,000 3,042,420 3,003,000 (39,420) (1.3%) CWA-Emergency Storage Charge 4,711,000 4,748,834 4,711,000 (37,834) (0.8%) MWD-Capacity Res Charge 762,000 740,531 762,000 21,469 2.8% MWD-Readiness to Serve Charge 685,000 613,556 685,000 71,444 10.4% Subtotal Water Purchases 63,777,000 60,864,371 63,777,000 2,912,629 4.6% Power Charges 3,893,000 4,407,039 3,893,000 (514,039) (13.2%) Payroll & Related Costs 22,649,100 21,375,383 22,649,100 1,273,717 5.6% Materials & Maintenance 4,132,600 4,366,976 4,132,600 (234,376) (5.7%) Administrative Expenses 7,602,700 6,800,125 7,602,700 802,575 10.6% Legal Fees 455,000 760,951 455,000 (305,951) (67.2%) Expansion Reserve 684,800 684,800 684,800 - 0.0% Betterment Reserve 4,890,000 4,890,000 4,890,000 - 0.0% Replacement Reserve 8,393,600 8,393,600 8,393,600 - 0.0% OPEB Trust 2,080,900 2,080,900 2,080,900 - 0.0% General Fund Reserve 40,400 40,400 40,400 - 0.0% Rate Stabilization Reserve 19,000 19,000 19,000 - 0.0% Total Expenses 118,618,100$ 114,683,545$ 118,618,100$ 3,934,555$ 3.3% EXCESS REVENUES(EXPENSE) -$ 959,370$ 0$ 959,370$ OTAY WATER DISTRICT COMPARATIVE BUDGET SUMMARY FOR THE TWELVE MONTHS ENDED JUNE 30, 2023 Draft (unaudited) F:/MORPT/FS2023-P12 7/19/2023 3:51 PM The year-to-date actual net revenues through June show a positive variance of $959,370. COMPARATIVE BUDGET SUMMARY NET REVENUE AND EXPENSES FOR THE TWELVE MONTHS ENDED JUNE 30, 2023 ‐$1,600,000 ‐$1,400,000 ‐$1,200,000 ‐$1,000,000 ‐$800,000 ‐$600,000 ‐$400,000 ‐$200,000 $0 $200,000 $400,000 $600,000 $800,000 $1,000,000 $1,200,000 $1,400,000 $1,600,000 $1,800,000 $2,000,000 $2,200,000 $2,400,000 $2,600,000 $2,800,000 $3,000,000 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN YTD Actual Net Revenues YTD Budget Net Revenues YTD Variance in Net Revenues OTAY WATER DISTRICT INVESTMENT PORTFOLIO REVIEW June 30, 2023 INVESTMENT OVERVIEW & MARKET STATUS: At the Federal Reserve Board's regular meeting on May 03, 2023, the Committee increased the target range for the federal funds rate from 5.00% to 5.00% – 5.25%. There have been no further changes made to the federal funds rate at the most recent meeting which was held on June 14, 2023. Recent indicators show modest growth in spending and production, and job gains, while the unemployment rate remains low and inflation remains elevated. The Committee will closely monitor incoming information and assess the implications for monetary policy. The Committee's long-term goal is to attain maximum employment and inflation of 2%. The Committee will continue to reduce its holdings of Treasury securities, agency debt, and agency mortgage-backed securities, as outlined in the Plans for Reducing the Size of the Federal Reserve's Balance Sheet issued in May 2022. The Committee will continue to observe the effects of incoming information on the economic outlook. In determining the timing and size of future adjustments to the target range for the federal funds rate, they went on to say: "The Committee would be prepared to adjust the stance of monetary policy as appropriate if risks emerge that could impede the attainment of the Committee's goals. The Committee's assessments will take into account a wide range of information, including readings on labor market conditions, inflation pressures and inflation expectations, and financial and international developments." The District's effective rate of return for June 2023 was 3.74%, 16 basis points higher than the previous month. LAIF's return was 18 basis points higher than the last month, reaching an average effective yield of 3.17% for June 2023. Based on our success at maintaining a competitive rate of return on our portfolio during this period of increasing interest rates, no changes in investment strategy regarding returns on investment are being considered. Under the District's Investment Policy, all District funds continue to be managed based on the objectives, in priority order, of safety, liquidity, and return on investment. PORTFOLIO COMPLIANCE: June 30, 2023 Investment State Limit Otay Limit Otay Actual 8.01: Treasury Securities 100% 100% 4.41% 8.02: Local Agency Investment Fund (Operations) $75 Million $75 Million $18.83 Million 8.03: Federal Agency Issues 100% 100% 60.24% 8.04: Certificates of Deposit 30% 15% 0 8.05: Short-Term Commercial Notes 25% 10% 0 8.06: Medium-Term Commercial Debt 30% 10% 0 8.07: Money Market Mutual Funds 20% 10% 4.27% 8.08: San Diego County Pool 100% 100% 13.71% 12.0: Maximum Single Financial Institution 100% 50% 0.56% July FY22 Aug FY22 Sep FY22 1st Qtr FY22 Oct FY22 Nov FY22 Dec FY22 2nd Qtr FY22 Jan FY22 Feb FY22 Mar FY22 3rd Qtr FY22 Apr FY22 May FY22 June FY22 4th Qtr FY22 July FY23 Aug FY23 Sep FY23 1st Qtr FY23 Oct FY23 Nov FY23 Dec FY23 2nd Qtr FY23 Jan FY23 Feb FY23 Mar FY23 3rd Qtr FY23 Apr FY23 May FY23 June FY23 4th Qtr FY23 Otay 0.57 0.59 0.57 0.58 0.54 0.52 0.52 0.53 0.52 0.57 0.62 0.57 0.80 0.91 1.10 0.94 1.32 1.46 1.74 1.50 2.06 2.52 2.91 2.49 3.00 3.44 3.46 3.30 3.65 3.58 3.74 3.66 LAIF 0.22 0.22 0.21 0.20 0.20 0.20 0.21 0.20 0.23 0.28 0.37 0.29 0.52 0.68 0.86 0.69 1.09 1.28 1.51 1.29 1.77 2.01 2.17 1.98 2.43 2.62 2.83 2.63 2.87 2.99 3.17 3.01 Difference 0.35 0.37 0.36 0.38 0.34 0.32 0.31 0.32 0.29 0.29 0.25 0.28 0.28 0.23 0.24 0.25 0.23 0.18 0.23 0.21 0.29 0.51 0.74 0.51 0.57 0.82 0.63 0.67 0.78 0.59 0.57 0.65 0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 Re t u r n o n I n v e s t m e n t s Month Performance Measure FY-23 Return on Investment Otay LAIF Difference Target: Meet or Exceed 100% of LAIF $632,227 0.56% $34,195,892 30.52% $77,216,523 68.92% Otay Water District Investment Portfolio: 06/30/2023 Banks (Passbook/Checking/CD)Pools (LAIF & County)Agencies,Treasury Securities & Money Market Mutual Funds Total Cash and Investments: $112,044,642 (Book Value) Month End Portfolio Management June 30, 2023 Portfolio Summary % of Portfolio Book ValueInvestmentsMarket Value Par Value Days to MaturityTerm YTM 360 Equiv. YTM 365 Equiv. Federal Agency Issues- Callable 24,995,136.84 56522.43 4.06031524,677,460.0025,000,000.00 4.116 Treasury Securities - Coupon 4,942,053.73 2194.44 4.967914,939,250.005,000,000.00 5.035 Federal Agency Issues - Bullet 42,500,414.10 72438.15 3.66844941,537,866.5242,796,000.00 3.719 Money Market 4,778,918.46 14.29 4.28514,778,918.464,778,918.46 4.344 Local Agency Investment Fund (LAIF)18,829,244.48 116.90 3.124118,543,576.5818,829,244.48 3.167 San Diego County Pool 15,366,647.96 113.79 3.472114,948,000.0015,366,647.96 3.520 111,412,415.57 100.00%Investments 109,425,071.56111,770,810.90 413 246 3.721 3.772 Cash (not included in yield calculations) Passbook/Checking 632,226.50 1 0.1401632,226.50632,226.50 0.142 112,044,642.07Total Cash and Investments 110,057,298.06112,403,037.40 413 246 3.721 3.772 Current Year June 30 339,148.17 Fiscal Year To Date 2,883,624.38 2,883,624.38 Fiscal Year Ending Average Daily Balance Effective Rate of Return 110,390,421.11 107,273,023.96 2.69%3.74% Total Earnings Month Ending I hereby certify that the investments contained in this report are made in accordance with the District Investment Policy Number 27 adopted by the Board of Directors on May 03, 2023. The investments provide sufficient liquidity to meet the cash flow requirements of the District for the next six months of expenditures. __________________________________________________ ____________________ Joseph Beachem, Chief Financial Officer Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Reporting period 06/01/2023-06/30/2023 Run Date: 07/20/2023 - 15:48 PM (PRF_PM1) 7.3.11 Report Ver. 7.3.11 7/21/2023 YTM 360 Page 1 Par Value Book Value Maturity Date Stated RateMarket Value June 30, 2023 Portfolio Details - Investments Average BalanceIssuer Portfolio Management Month End Days to MaturityMoody'sCUSIP Investment # Purchase Date Federal Agency Issues- Callable 1.294Federal Home Loan Bank2395 2,000,000.00 1,995,136.84 07/26/20241.08002/03/2022 1,908,440.00 Aaa3130AQL68 391 1.973Federal Home Loan Bank2396 2,000,000.00 2,000,000.00 03/28/20242.00003/30/2022 1,947,600.00 Aaa3130ARE31 271 2.615Federal Home Loan Bank2398 2,000,000.00 2,000,000.00 02/16/20242.65005/16/2022 1,963,740.00 Aaa3130ARWD9 230 3.652Federal Home Loan Bank2401 3,000,000.00 3,000,000.00 06/13/20243.70009/13/2022 2,941,590.00 Aaa3130AT4S3 348 4.818Federal Home Loan Bank2412 5,000,000.00 5,000,000.00 10/27/20234.87501/27/2023 4,985,750.00 P-13130AUGF5 118 4.942Federal Home Loan Bank2415 5,000,000.00 5,000,000.00 01/05/20245.00004/05/2023 4,983,200.003130AVKB7 188 4.932Federal Home Loan Mortgage2406 3,000,000.00 3,000,000.00 04/25/20255.00010/25/2022 2,968,710.00 Aaa3134GX6A7 664 5.055Federal Home Loan Mortgage2408 3,000,000.00 3,000,000.00 11/22/20245.12511/28/2022 2,978,430.00 Aaa3134GY3P5 510 24,995,136.8424,677,460.0025,000,000.0024,994,953.68Subtotal and Average 4.060 315 Treasury Securities - Coupon 4.967US TREASURY2414 5,000,000.00 4,942,053.73 09/30/20230.25002/23/2023 4,939,250.00 Aaa91282CDA6 91 4,942,053.734,939,250.005,000,000.004,932,820.54Subtotal and Average 4.967 91 Federal Agency Issues - Bullet 2.855Federal Farm Credit Bank2397 2,000,000.00 1,994,987.41 04/25/20252.75004/26/2022 1,918,340.00 Aaa3133ENVC1 664 4.261Federal Farm Credit Bank2402 3,000,000.00 2,995,617.92 09/30/20254.25009/30/2022 2,963,190.00 Aaa3133ENP95 822 4.488Federal Farm Credit Bank2405 3,000,000.00 2,993,555.18 10/17/20244.37510/19/2022 2,952,630.00 Aaa3133ENS43 474 4.284Federal Farm Credit Bank2410 3,000,000.00 2,996,071.73 12/20/20244.25012/20/2022 2,954,790.00 Aaa3133EN4N7 538 3.361Federal Home Loan Bank2399 3,000,000.00 2,999,840.00 09/01/20233.37509/01/2022 2,989,800.00 Aaa3130AT5B9 62 3.449Federal Home Loan Bank2400 3,000,000.00 2,996,699.43 06/14/20243.37509/08/2022 2,940,360.00 Aaa3130AT4D6 349 4.338Federal Home Loan Bank2404 3,000,000.00 2,999,243.21 09/13/20244.37510/18/2022 2,964,930.00 Aaa3130ATND5 440 4.724Federal Home Loan Bank2411 2,000,000.00 1,999,640.59 12/15/20234.75012/20/2022 1,994,160.00 Aaa3130AUBA1 167 4.912Federal Home Loan Bank2413 5,000,000.00 5,000,509.42 11/08/20235.00002/10/2023 4,991,750.00 P-13130AUUB8 130 0.612Federal Home Loan Mortgage2391 1,045,000.00 1,039,352.88 09/23/20250.37509/16/2021 948,201.65 Aaa3137EAEX3 815 0.618Federal Home Loan Mortgage2392 2,751,000.00 2,735,826.89 09/23/20250.37509/22/2021 2,496,174.87 Aaa3137EAEX3 815 0.996Federal National Mortage Assoc2393 2,000,000.00 2,018,319.58 01/07/20251.62512/09/2021 1,896,340.00 Aaa3135G0X24 556 1.129Federal National Mortage Assoc2394 2,000,000.00 1,970,468.45 11/07/20250.50012/15/2021 1,812,640.00 Aaa3135G06G3 860 4.787Federal National Mortage Assoc2416 8,000,000.00 7,760,281.41 07/02/20241.75005/26/2023 7,714,560.00 Aaa3135GOV75 367 42,500,414.1041,537,866.5242,796,000.0042,489,714.36Subtotal and Average 3.668 449 Money Market 2.012Blackrock T - Fund Inst9010 10,451.72 10,451.72 2.04010,451.72RESERVE-10A WRB 1 2.012Blackrock T - Fund Inst9011 21,680.29 21,680.29 2.04021,680.29RESERVE 10 BABS 1 4.300FIRST AMERICAN US TREASURY9016 4,746,786.45 4,746,786.45 4.3604,746,786.45OWD TRUST & CUS 1 Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 PM (PRF_PM2) 7.3.11 Report Ver. 7.3.11 YTM 360 Page 2 Par Value Book Value Maturity Date Stated RateMarket Value June 30, 2023 Portfolio Details - Investments Average BalanceIssuer Portfolio Management Month End Days to MaturityMoody'sCUSIP Investment # Purchase Date 4,778,918.464,778,918.464,778,918.461,207,405.96Subtotal and Average 4.285 1 Local Agency Investment Fund (LAIF) 3.124STATE OF CALIFORNIA9001 18,829,244.48 18,829,244.48 3.16718,543,576.58LAIF 1 18,829,244.4818,543,576.5818,829,244.4820,282,744.48Subtotal and Average 3.124 1 San Diego County Pool 3.472San Diego County9007 15,366,647.96 15,366,647.96 3.52014,948,000.00SD COUNTY POOL 1 15,366,647.9614,948,000.0015,366,647.9615,316,517.75Subtotal and Average 3.472 1 110,390,421.11 111,770,810.90 3.721 246109,425,071.56 111,412,415.57Total and Average Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 PM (PRF_PM2) 7.3.11 YTM 360 Page 3 Par Value Book Value Stated RateMarket Value June 30, 2023 Portfolio Details - Cash Average BalanceIssuer Portfolio Management Month End Days to MaturityMoody'sCUSIP Investment # Purchase Date US Bank 0.000STATE OF CALIFORNIA9002 100.03 100.03100.03US BANK MONEY 1 0.000STATE OF CALIFORNIA9003 2,950.00 2,950.002,950.00PETTY CASH 1 0.158STATE OF CALIFORNIA9004 559,136.33 559,136.33 0.160559,136.33OPERATING 1 0.000STATE OF CALIFORNIA9005 33,382.03 33,382.0307/01/2022 33,382.03PAYROLL 1 0.000STATE OF CALIFORNIA9014 36,658.11 36,658.1107/01/2022 36,658.11FLEX ACCT 1 0.00 110,390,421.11 112,403,037.40 3.721 246 1Average Balance 110,057,298.06 112,044,642.07Total Cash and Investments Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 PM (PRF_PM2) 7.3.11 Month End Activity Report Sorted By Issuer June 1, 2023 - June 30, 2023 Current Rate Transaction Date Balance Beginning Balance Ending Par Value Percent of Portfolio Par Value CUSIP Investment # Issuer Purchases or Deposits Redemptions or Withdrawals Issuer: Blackrock T - Fund Inst Money Market Blackrock T - Fund Inst9010 43.722.040 0.00RESERVE-10A WRB Blackrock T - Fund Inst9011 90.692.040 0.00RESERVE 10 BABS 0.0031,997.60 32,132.01Subtotal and Balance 134.41 134.41 0.0031,997.60 32,132.010.029%Issuer Subtotal Issuer: STATE OF CALIFORNIA US Bank STATE OF CALIFORNIA9002 0.01 0.00US BANK MONEY STATE OF CALIFORNIA9004 186,874.930.160 546,933.04OPERATING STATE OF CALIFORNIA9014 170.83 6,234.10FLEX ACCT 553,167.14998,347.87 632,226.50Subtotal and Balance 187,045.77 Local Agency Investment Fund (LAIF) STATE OF CALIFORNIA9001 6,955,000.003.167 8,405,000.00LAIF 8,405,000.0020,279,244.48 18,829,244.48Subtotal and Balance 6,955,000.00 7,142,045.77 8,958,167.1421,277,592.35 19,461,470.9817.314%Issuer Subtotal Issuer: FIRST AMERICAN US TREASURY Money Market FIRST AMERICAN US TREASURY9016 4,233,473.124.360 5,000.00OWD TRUST & CUS 5,000.00518,313.33 4,746,786.45Subtotal and Balance 4,233,473.12 4,233,473.12 5,000.00518,313.33 4,746,786.454.223%Issuer Subtotal Issuer: Federal Farm Credit Bank Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 DA (PRF_DA) 7.3.11 Report Ver. 7.3.11 Current Rate Transaction Date Balance Beginning Balance Ending Par Value Page 2 Percent of Portfolio Par Value June 1, 2023 - June 30, 2023 Activity Report Month End CUSIP Investment # Issuer Purchases or Deposits Redemptions or Withdrawals Issuer: Federal Farm Credit Bank Federal Agency Issues - Bullet 11,000,000.00 11,000,000.00Subtotal and Balance 0.00 0.0011,000,000.00 11,000,000.009.786%Issuer Subtotal Issuer: Federal Home Loan Bank Federal Agency Issues- Callable 19,000,000.00 19,000,000.00Subtotal and Balance Federal Agency Issues - Bullet 16,000,000.00 16,000,000.00Subtotal and Balance 0.00 0.0035,000,000.00 35,000,000.0031.138%Issuer Subtotal Issuer: Federal Home Loan Mortgage Federal Agency Issues- Callable 6,000,000.00 6,000,000.00Subtotal and Balance Federal Agency Issues - Bullet 3,796,000.00 3,796,000.00Subtotal and Balance 0.00 0.009,796,000.00 9,796,000.008.715%Issuer Subtotal Issuer: Federal National Mortage Assoc Federal Agency Issues - Bullet 12,000,000.00 12,000,000.00Subtotal and Balance 0.00 0.0012,000,000.00 12,000,000.0010.676%Issuer Subtotal Issuer: San Diego County San Diego County Pool San Diego County9007 107,421.873.520 0.00SD COUNTY POOL Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 DA (PRF_DA) 7.3.11 Report Ver. 7.3.11 Current Rate Transaction Date Balance Beginning Balance Ending Par Value Page 3 Percent of Portfolio Par Value June 1, 2023 - June 30, 2023 Activity Report Month End CUSIP Investment # Issuer Purchases or Deposits Redemptions or Withdrawals 0.0015,259,226.09 15,366,647.96Subtotal and Balance 107,421.87 107,421.87 0.0015,259,226.09 15,366,647.9613.671%Issuer Subtotal Issuer: US TREASURY Treasury Securities - Coupon 5,000,000.00 5,000,000.00Subtotal and Balance 0.00 0.005,000,000.00 5,000,000.004.448%Issuer Subtotal 109,883,129.37 112,403,037.40Total 8,963,167.1411,483,075.17100.000% Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 DA (PRF_DA) 7.3.11 Report Ver. 7.3.11 Month End Duration Report Sorted by Investment Type - Investment Type Through 06/30/2023 Investment #Security ID Issuer Investment Class Book Value Par Value Market Value Current Rate YTM Current Yield Maturity/ Call Date Duration Modified 360Fund Federal Home Loan Bank2395 99 2,000,000.00 1,908,440.003130AQL68 5.549 07/26/2024 1.0321,995,136.84 1.294Fair 1.0800000 Federal Home Loan Bank2396 99 2,000,000.00 1,947,600.003130ARE31 5.662 03/28/2024 0.7162,000,000.00 1.973Fair 2.0000000 Federal Home Loan Bank2398 99 2,000,000.00 1,963,740.003130ARWD9 5.649 02/16/2024 0.6012,000,000.00 2.615Fair 2.6500000 Federal Home Loan Bank2401 99 3,000,000.00 2,941,590.003130AT4S3 5.839 06/13/2024 0.9133,000,000.00 3.652Fair 3.7000000 Federal Home Loan Mortgage2406 99 3,000,000.00 2,968,710.003134GX6A7 5.616 04/25/2025 1.6963,000,000.00 4.932Fair 5.0000000 Federal Home Loan Mortgage2408 99 3,000,000.00 2,978,430.003134GY3P5 5.674 11/22/2024 1.3183,000,000.00 5.055Fair 5.1250000 Federal Home Loan Bank2412 99 5,000,000.00 4,985,750.003130AUGF5 5.719 10/27/2023 0.3235,000,000.00 4.818Fair 4.8750000 Federal Home Loan Bank2415 99 5,000,000.00 4,983,200.003130AVKB7 5.678 01/05/2024 0.4905,000,000.00 4.942Fair 5.0000000 US TREASURY2414 99 5,000,000.00 4,939,250.0091282CDA6 5.182 09/30/2023 0.2494,942,053.73 4.967Fair .25000000 Federal Home Loan Mortgage2391 99 1,045,000.00 948,201.653137EAEX3 4.810 09/23/2025 2.1651,039,352.88 0.612Fair .37500000 Federal Home Loan Mortgage2392 99 2,751,000.00 2,496,174.873137EAEX3 4.810 09/23/2025 2.1652,735,826.89 0.618Fair .37500000 Federal National Mortage Assoc2393 99 2,000,000.00 1,896,340.003135G0X24 5.224 01/07/2025 1.4532,018,319.58 0.996Fair 1.6250000 Federal National Mortage Assoc2394 99 2,000,000.00 1,812,640.003135G06G3 4.761 11/07/2025 2.2821,970,468.45 1.129Fair .50000000 Federal Farm Credit Bank2397 99 2,000,000.00 1,918,340.003133ENVC1 5.135 04/25/2025 1.7311,994,987.41 2.855Fair 2.7500000 Federal Home Loan Bank2399 99 3,000,000.00 2,989,800.003130AT5B9 5.340 09/01/2023 0.1692,999,840.00 3.361Fair 3.3750000 Federal Home Loan Bank2400 99 3,000,000.00 2,940,360.003130AT4D6 5.548 06/14/2024 0.9192,996,699.43 3.449Fair 3.3750000 Federal Farm Credit Bank2402 99 3,000,000.00 2,963,190.003133ENP95 4.835 09/30/2025 2.0932,995,617.92 4.261Fair 4.2500000 Federal Home Loan Bank2404 99 3,000,000.00 2,964,930.003130ATND5 5.400 09/13/2024 1.1362,999,243.21 4.338Fair 4.3750000 Federal Farm Credit Bank2405 99 3,000,000.00 2,952,630.003133ENS43 5.663 10/17/2024 1.2272,993,555.18 4.488Fair 4.3750000 Federal Farm Credit Bank2410 99 3,000,000.00 2,954,790.003133EN4N7 5.331 12/20/2024 1.4012,996,071.73 4.284Fair 4.2500000 Federal Home Loan Bank2411 99 2,000,000.00 1,994,160.003130AUBA1 5.392 12/15/2023 0.4571,999,640.59 4.724Fair 4.7500000 Federal Home Loan Bank2413 99 5,000,000.00 4,991,750.003130AUUB8 5.499 11/08/2023 0.3375,000,509.42 4.912Fair 5.0000000 Federal National Mortage Assoc2416 99 8,000,000.00 7,714,560.003135GOV75 5.455 07/02/2024 0.9637,760,281.41 4.787Fair 1.7500000 Portfolio OTAY NL! AP Page 1 Data Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 DU (PRF_DU) 7.3.11 Report Ver. 7.3.11 Investment #Security ID Issuer Investment Class Book Value Par Value Market Value Current Rate YTM Current Yield Maturity/ Call Date Duration Modified 360 Sorted by Investment Type - Investment Type Duration Report Month End Through 06/30/2023 Fund Blackrock T - Fund Inst9010 99 10,451.72 10,451.72RESERVE-10A 2.040 0.00010,451.72 2.012Amort 2.0400000 Blackrock T - Fund Inst9011 99 21,680.29 21,680.29RESERVE 10 2.040 0.00021,680.29 2.012Amort 2.0400000 FIRST AMERICAN US TREASURY9016 99 4,746,786.45 4,746,786.45OWD TRUST & 4.360 0.0004,746,786.45 4.300Amort 4.3600000 STATE OF CALIFORNIA9001 99 18,829,244.48 18,543,576.58LAIF 3.167 0.00018,829,244.48 3.124Fair 3.1670000 San Diego County9007 99 15,366,647.96 14,948,000.00SD COUNTY 3.520 0.00015,366,647.96 3.472Fair 3.5200000 4.736 0.637111,412,415.57 111,770,810.90 109,425,071.56Report Total † = Duration can not be calculated on these investments due to incomplete Market price data. Portfolio OTAY NL! AP Page 2 Data Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 DU (PRF_DU) 7.3.11 Report Ver. 7.3.11 Month End GASB 31 Compliance Detail Sorted by Fund - Fund June 1, 2023 - June 30, 2023 Investment #Maturity Date Beginning Invested Value Purchase of Principal Investment ClassFundCUSIP Adjustment in Value Ending Invested Value Addition to Principal Redemption of Principal Amortization Adjustment Change in Market Value Fund: Treasury Fund 2406 2,977,530.00Fair Value 04/25/2025 -8,820.0099 2,968,710.003134GX6A7 0.00 0.00 0.00 0.00 2392 2,510,672.64Fair Value 09/23/2025 -14,497.7799 2,496,174.873137EAEX3 0.00 0.00 0.00 0.00 2408 2,978,250.00Fair Value 11/22/2024 180.0099 2,978,430.003134GY3P5 0.00 0.00 0.00 0.00 2391 953,708.80Fair Value 09/23/2025 -5,507.1599 948,201.653137EAEX3 0.00 0.00 0.00 0.00 2394 1,824,000.00Fair Value 11/07/2025 -11,360.0099 1,812,640.003135G06G3 0.00 0.00 0.00 0.00 2393 1,906,100.00Fair Value 01/07/2025 -9,760.0099 1,896,340.003135G0X24 0.00 0.00 0.00 0.00 2416 7,741,520.00Fair Value 07/02/2024 -26,960.0099 7,714,560.003135GOV75 0.00 0.00 0.00 0.00 2399 2,985,090.00Fair Value 09/01/2023 4,710.0099 2,989,800.003130AT5B9 0.00 0.00 0.00 0.00 2398 1,962,000.00Fair Value 02/16/2024 1,740.0099 1,963,740.003130ARWD9 0.00 0.00 0.00 0.00 2400 2,947,380.00Fair Value 06/14/2024 -7,020.0099 2,940,360.003130AT4D6 0.00 0.00 0.00 0.00 2395 1,905,500.00Fair Value 07/26/2024 2,940.0099 1,908,440.003130AQL68 0.00 0.00 0.00 0.00 2411 1,994,460.00Fair Value 12/15/2023 -300.0099 1,994,160.003130AUBA1 0.00 0.00 0.00 0.00 2401 2,947,800.00Fair Value 06/13/2024 -6,210.0099 2,941,590.003130AT4S3 0.00 0.00 0.00 0.00 2415 4,983,800.00Fair Value 01/05/2024 -600.0099 4,983,200.003130AVKB7 0.00 0.00 0.00 0.00 2412 4,984,600.00Fair Value 10/27/2023 1,150.0099 4,985,750.003130AUGF5 0.00 0.00 0.00 0.00 2413 4,992,300.00Fair Value 11/08/2023 -550.0099 4,991,750.003130AUUB8 0.00 0.00 0.00 0.00 2404 2,978,580.00Fair Value 09/13/2024 -13,650.0099 2,964,930.003130ATND5 0.00 0.00 0.00 0.00 2396 1,944,760.00Fair Value 03/28/2024 2,840.0099 1,947,600.003130ARE31 0.00 0.00 0.00 0.00 9004 919,194.44Amortized 0.0099 559,136.33OPERATING 0.00 186,874.93 546,933.04 0.00 9002 100.02Amortized 0.0099 100.03US BANK MONEY 0.00 0.01 0.00 0.00 9003 2,950.00Amortized 0.0099 2,950.00PETTY CASH 0.00 0.00 0.00 0.00 9014 42,721.38Amortized 0.0099 36,658.11FLEX ACCT 0.00 170.83 6,234.10 0.00 9005 33,382.03Amortized 0.0099 33,382.03PAYROLL 0.00 0.00 0.00 0.00 9001 20,005,684.14Fair Value -12,107.5799 18,543,576.58LAIF 0.00 6,955,000.00 8,405,000.00 0.00 2410 2,972,070.00Fair Value 12/20/2024 -17,280.0099 2,954,790.003133EN4N7 0.00 0.00 0.00 0.00 2405 2,974,950.00Fair Value 10/17/2024 -22,320.0099 2,952,630.003133ENS43 0.00 0.00 0.00 0.00 2397 1,931,060.00Fair Value 04/25/2025 -12,720.0099 1,918,340.003133ENVC1 0.00 0.00 0.00 0.00 2402 2,989,140.00Fair Value 09/30/2025 -25,950.0099 2,963,190.003133ENP95 0.00 0.00 0.00 0.00 2414 4,915,800.00Fair Value 09/30/2023 23,450.0099 4,939,250.0091282CDA6 0.00 0.00 0.00 0.00 9007 14,972,000.00Fair Value -131,421.8799 14,948,000.00SD COUNTY POOL 0.00 107,421.87 0.00 0.00 Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 GD (PRF_GD) 7.3.11 Report Ver. 7.3.11 Investment #Maturity Date Beginning Invested Value Purchase of Principal Investment Class Sorted by Fund - Fund Fund Page 2 CUSIP Adjustment in Value Ending Invested Value Addition to Principal Redemption of Principal Amortization Adjustment Change in Market Value GASB 31 Compliance Detail Month End Fund: Treasury Fund 9016 518,313.33Amortized 0.0099 4,746,786.45OWD TRUST & CUS 0.00 4,233,473.12 5,000.00 0.00 9011 21,589.60Amortized 0.0099 21,680.29RESERVE 10 BABS 0.00 90.69 0.00 0.00 9010 10,408.00Amortized 0.0099 10,451.72RESERVE-10A WRB 0.00 43.72 0.00 0.00 107,827,414.38Subtotal -290,024.36 110,057,298.060.00 11,483,075.17 8,963,167.14 0.00 107,827,414.38Total 110,057,298.06-290,024.360.00 11,483,075.17 8,963,167.14 0.00 Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 GD (PRF_GD) 7.3.11 Report Ver. 7.3.11 Month End Interest Earnings Sorted by Fund - Fund June 1, 2023 - June 30, 2023 Yield on Beginning Book Value Maturity Date Current Rate Ending Par Value EndingSecurity TypeFund Book Value Beginning Book Value Adjusted Interest Earnings Accretion Amortization/ Earnings Adjusted InterestAnnualized YieldCUSIP Investment # Interest Earned Fund: Treasury Fund 3,000,000.002406 3,000,000.00 5.000MC1 04/25/2025 12,500.00 0.00 12,500.005.06999 3,000,000.003134GX6A7 2,735,826.892392 2,751,000.00 0.375FAC 09/23/2025 859.68 567.57 1,427.250.63599 2,735,259.323137EAEX3 3,000,000.002408 3,000,000.00 5.125MC1 11/22/2024 12,812.50 0.00 12,812.505.19699 3,000,000.003134GY3P5 1,039,352.882391 1,045,000.00 0.375FAC 09/23/2025 326.56 211.24 537.800.63099 1,039,141.643137EAEX3 1,970,468.452394 2,000,000.00 0.500FAC 11/07/2025 833.33 1,047.22 1,880.551.16299 1,969,421.233135G06G3 2,018,319.582393 2,000,000.00 1.625FAC 01/07/2025 2,708.33 -1,006.57 1,701.761.02599 2,019,326.153135G0X24 7,760,281.412416 8,000,000.00 1.750FAC 07/02/2024 11,666.67 19,921.21 31,587.884.96599 7,740,360.203135GOV75 2,999,840.002399 3,000,000.00 3.375FAC 09/01/2023 8,437.50 80.00 8,517.503.45599 2,999,760.003130AT5B9 2,000,000.002398 2,000,000.00 2.650MC1 02/16/2024 4,416.67 0.00 4,416.672.68799 2,000,000.003130ARWD9 2,996,699.432400 3,000,000.00 3.375FAC 06/14/2024 8,437.50 288.68 8,726.183.54399 2,996,410.753130AT4D6 1,995,136.842395 2,000,000.00 1.080MC1 07/26/2024 1,800.00 378.95 2,178.951.32999 1,994,757.893130AQL68 1,999,640.592411 2,000,000.00 4.750FAC 12/15/2023 7,916.66 65.75 7,982.414.85799 1,999,574.843130AUBA1 3,000,000.002401 3,000,000.00 3.700MC1 06/13/2024 9,250.00 0.00 9,250.003.75199 3,000,000.003130AT4S3 5,000,000.002415 5,000,000.00 5.000MC1 01/05/2024 20,833.33 0.00 20,833.335.06999 5,000,000.003130AVKB7 5,000,000.002412 5,000,000.00 4.875MC1 10/27/2023 20,312.50 0.00 20,312.504.94399 5,000,000.003130AUGF5 5,000,509.422413 5,000,000.00 5.000FAC 11/08/2023 20,833.34 -120.34 20,713.005.04099 5,000,629.763130AUUB8 2,999,243.212404 3,000,000.00 4.375FAC 09/13/2024 10,937.50 52.55 10,990.054.45899 2,999,190.663130ATND5 2,000,000.002396 2,000,000.00 2.000MC1 03/28/2024 3,333.33 0.00 3,333.332.02899 2,000,000.003130ARE31 559,136.339004 559,136.33 0.160PA1 143.04 0.00 143.040.18999 919,194.44OPERATING 100.039002 100.03PA1 0.00 0.00 0.0099 100.02US BANK MONEY 2,950.009003 2,950.00PA1 0.00 0.00 0.0099 2,950.00PETTY CASH 36,658.119014 36,658.11PA1 0.00 0.00 0.0099 42,721.38FLEX ACCT 33,382.039005 33,382.03PA1 0.00 0.00 0.0099 33,382.03PAYROLL 18,829,244.489001 18,829,244.48 3.167LA1 52,796.26 0.00 52,796.263.16899 20,279,244.48LAIF 2,996,071.732410 3,000,000.00 4.250FAC 12/20/2024 10,625.00 222.77 10,847.774.40599 2,995,848.963133EN4N7 2,993,555.182405 3,000,000.00 4.375FAC 10/17/2024 10,937.50 414.90 11,352.404.61599 2,993,140.283133ENS43 1,994,987.412397 2,000,000.00 2.750FAC 04/25/2025 4,583.33 229.93 4,813.262.93699 1,994,757.483133ENVC1 2,995,617.922402 3,000,000.00 4.250FAC 09/30/2025 10,625.00 162.50 10,787.504.38299 2,995,455.423133ENP95 4,942,053.732414 5,000,000.00 0.250TRC 09/30/2023 1,024.59 19,103.16 20,127.754.97499 4,922,950.5791282CDA6 Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 IE (PRF_IE) 7.3.11 Report Ver. 7.3.11 Maturity Date Current Rate Ending Par Value EndingSecurity TypeFund Page 2 Book Value Beginning Book Value Adjusted Interest Earnings Accretion Amortization/ Earnings Adjusted Interest June 1, 2023 - June 30, 2023 Interest Earnings Month End Annualized YieldCUSIP Investment # Interest Earned Fund: Treasury Fund 15,366,647.969007 15,366,647.96 3.520LA3 44,312.99 0.00 44,312.993.53399 15,259,226.09SD COUNTY POOL 4,746,786.459016 4,746,786.45 4.360PA2 4,211.67 0.00 4,211.679.88699 518,313.33OWD TRUST & CUS 21,680.299011 21,680.29 2.040PA2 36.35 0.00 36.352.04899 21,589.60RESERVE 10 BABS 10,451.729010 10,451.72 2.040PA2 17.52 0.00 17.522.04899 10,408.00RESERVE-10A WRB 112,403,037.40Subtotal 112,044,642.07 3.683 339,148.1741,619.52297,528.65109,483,114.52 112,403,037.40Total 112,044,642.07 3.683 339,148.1741,619.52297,528.65109,483,114.52 Portfolio OTAY NL! APData Updated: SET_PM1: 07/20/2023 15:47 Run Date: 07/20/2023 - 15:48 IE (PRF_IE) 7.3.11 Report Ver. 7.3.11 SUMMARY FOR PERIOD 6/22/2023 - 7/19/2023 NET DEMANDS CHECKS (2060070 - 2060248)$ 3,072,246.28 VOID CHECKS (2)($ 1,438.21) TOTAL CHECKS $ 3,070,808.07 WIRE TO: BENEFITS COORDINATORS - DENTAL BENEFITS ADMIN FEE FOR CLAIMS (JUNE 2023)$ 1,098.17 BENEFITS COORDINATORS - DENTAL BENEFITS PREM ADMIN FEES (JUNE 2023)$ 266.25 BENEFITS COORDINATORS - DENTAL COBRA CLAIMS (JUNE 2023)$ 16,390.70 CITY OF CHULA VISTA - BI-MONTHLY SEWER CHARGES (MAY-JUNE 2023)$ 4,163,744.09 CITY TREASURER - RECLAIMED WATER PURCHASE (JUNE 2023)$ 313,046.62 OTAY WATER DISTRICT - BI-WEEKLY PAYROLL DEDUCTION $ 644.00 OTAY WATER DISTRICT - BI-WEEKLY PAYROLL DEDUCTION $ 651.00 PUBLIC EMPLOYEES RET SYSTEM - BI-WEEKLY PERS CONTRIBUTION $ 112,525.91 PUBLIC EMPLOYEES RET SYSTEM - BI-WEEKLY PERS CONTRIBUTION $ 121,952.68 SAN DIEGO COUNTY WATER AUTH - WATER DELIVERIES & CHARGES (MAY 2023)$ 5,022,993.47 UNION BANK - BI-WEEKLY PAYROLL TAXES $ 169,494.22 UNION BANK - BI-WEEKLY PAYROLL TAXES $ 173,214.99 US BANK - CAL CARD EXPENSES (MONTHLY)$ 298,661.52 VOYA FINANCIAL - BI-WEEKLY 401A & 457 PLAN $ 34,653.17 VOYA FINANCIAL - BI-WEEKLY 401A & 457 PLAN $ 32,809.44 TOTAL CASH DISBURSEMENTS $ 13,532,954.30 RECOMMENDED ACTION: That the Board received the attached list of demands. Jb/Attachment PURPOSE: Attached is the list of demands for the Board's information. FISCAL IMPACT: STAFF REPORT TYPE MEETING: SUBMITTED BY: APPROVED BY: APPROVED BY: SUBJECT: Regular Board Eid Fakhouri, Finance Manager, Treasury & Accounting Services Joseph Beachem, Chief Financial Officer Jose Martinez, General Manager Accounts Payable Demand List MEETING DATE: W.O./G.F. NO:DIV. NO. August 2, 2023 Check Total 2,539.80 37,692.89 40,578.00 5,259.05 1004 PUMP STATION HYDROPNEUMATIC TANK 12,135.07 12,135.07 2060076 06/28/23 00145 BARRETT ENGINEERED PUMPS 129435 06/06/23 RESIDENCE INN MARRIOTT 3,012.00 071023 07/10/23 OR V2 SANTA VENETIA 2,247.05 2060217 07/19/23 21703 BALDWIN AND SONS 071123 07/11/23 8,578.00 2060134 07/05/23 18124 AZTECA SYSTEMS LLC 7176 06/29/23 CITYWORKS LIC & SUPPORT RENEWAL FY24 63,600.00 63,600.00 1,800.00 1,800.00 2060075 06/28/23 20125 AZTEC LANDSCAPING INC J1517 05/31/23 JANITORIAL SERVICES FY23 8,578.00 TELEPHONE SERV (5/12/2023 - 6/11/2023)3,587.29 3,587.29 2060074 06/28/23 20893 ATLAS TECHNICAL 3801 06/01/23 GEOTECHNICAL SERVICES (APR 2023) 2060133 07/05/23 07785 AT&T 000020068213 06/12/23 961.00 2060168 07/12/23 20199 ASSOC OF CA WATER AGENCIES 063023 QTR 4 06/30/23 FY2023 WORKERS' COMP PROGRAM (QTR 4)49,320.08 49,320.08 3,686.00 3,686.00 2060132 07/05/23 20199 ASSOC OF CA WATER AGENCIES O-0000010051 06/23/23 EXCESS CRIME INSUR ANNUAL PREMIUM FY24 961.00 UB Refund Cst #0000082228 1,508.71 1,508.71 2060073 06/28/23 20199 ASSOC OF CA WATER AGENCIES O-0000010063 06/26/23 PREMIUM FOR FIDUCIARY COVERAGE FY24 2060216 07/19/23 21968 ASSERSON SURVIVORS TRUST 04-13 Ref002701000 07/17/23 FURY LANE BASE PAVE 38,549.10 23-1195 06/14/23 FURY LANE BASE PAVE 2,028.90 2060072 06/28/23 21831 ASPHALT & CONCRETE ENTERPRISES 23-1188 06/11/23 PROF SERV (JUNE 2023)38,266.68 307059 06/12/23 PROF SERV (MAY 2023)-573.79 2060167 07/12/23 17264 ARTIANO SHINOFF ABED 307228 07/10/23 1,188.92 2060166 07/12/23 13174 ARC IMAGING RESOURCES B37539 07/10/23 PLOTTER SERVICE & SUPPORT FY24 2,026.00 2,026.00 22,515.00 22,515.00 2060071 06/28/23 03492 AQUA-METRIC SALES COMPANY 0095283 06/08/23 OMNI 4" AND 6" C2 REG 1,188.92 UB Refund Cst #0000206757 116.39 116.39 2060131 07/05/23 15540 APPLIED DIVING SERVICES INC 23-147 05/30/23 CLEAN & INSPECT OF 571-1 & 624-3(A) RES 9136950749 06/07/23 AS-NEEDED AQUA AMMONIA FY23 724.20 2060120 07/05/23 21930 AMY MCILQUHAM Ref002698726 06/30/23 2,046.00 2,046.00 2060070 06/28/23 07732 AIRGAS SPECIALTY PRODUCTS INC 9138831976 06/07/23 AS-NEEDED AQUA AMMONIA FY23 1,815.60 SEWER FLOW MONITORING FY23 890.00 890.00 2060130 07/05/23 21940 ADVANCED INDUSTRIAL SERVICES Ref002698736 06/30/23 UB Refund Cst #0000281755 2060165 07/12/23 17989 ADS CORP 22446.22-0623 06/23/23 675.00 2060164 07/12/23 18122 ACC BUSINESS 231685139 06/27/23 INTERNET CIRCUITS (JUNE 2023)1,323.91 1,323.91 Amount 2060163 07/12/23 08488 ABLEFORCE INC 11675 07/10/23 SHAREPOINT & INTRANET SUPP SVCS FY23 675.00 CHECK REGISTER Otay Water District Date Range: 6/22/2023 - 7/19/2023 Check #Date Vendor Vendor Name Invoice Inv. Date Description Page 1 of 9 1,069.25 2,256.003135805/31/23 BACTERIOLOGICAL TESTING (5/8/23)126.00 31362 05/31/23 BACTERIOLOGICAL TESTING (5/15/23)216.00 31357 05/31/23 BACTERIOLOGICAL TESTING (5/8/23)138.00 31360 05/31/23 BACTERIOLOGICAL TESTING (5/11/23)216.00 31361 05/31/23 BACTERIOLOGICAL TESTING (5/16/23)216.00 31356 05/31/23 BACTERIOLOGICAL TESTING (5/3/23)228.00 31354 05/31/23 BACTERIOLOGICAL TESTING (5/1/23)216.00 BACTERIOLOGICAL TESTING (5/9/23-5/10/23)648.00 31355 05/31/23 BACTERIOLOGICAL TESTING (5/3/23)252.00 2060083 06/28/23 04119 CLARKSON LAB & SUPPLY INC 31359 05/31/23 2,756.66 2060082 06/28/23 08895 CITY OF LA MESA 480 06/22/23 FINGERPRINTING SERVICES 20.00 20.00 10,000.00 10,000.00 2060138 07/05/23 21050 CHULA VISTA ELEMENTARY SCHOOL 062823 06/28/23 DISCOVERY ELEMENTARY SCHOOL 2,756.66 UB Refund Cst #0000016935 112.52 112.52 2060175 07/12/23 21050 CHULA VISTA ELEMENTARY SCHOOL Hydro Station-04 07/10/23 PUBLIC RECOGNITION AND AWARDS 2060122 07/05/23 21929 CHRISTINE NELSON Ref002698725 06/30/23 500.00 2060137 07/05/23 13390 CHRISTENSEN, MICHAEL MC062923 06/29/23 TRAVEL/MEAL ADVANCEMENT 207.00 207.00 400.00 400.00 2060174 07/12/23 01828 CHICAGO TITLE COMPANY 73723002770 05/19/23 TITLE REPORT 500.00 WATER LINE REPLACEMENT (MAY 2023)481,992.00 481,992.00 2060173 07/12/23 19833 CHARLES F NEUMAN 006 06/19/23 OUTSIDE SERVICES/CONSERVATION GENERAL 2060081 06/28/23 10571 CCL CONTRACTING 405312023 06/08/23 23.10 2060080 06/28/23 15177 CAROLLO ENGINEERS INC FB37816 06/12/23 DISINFECTION SYS IMPROVE (MAY 2023)11,979.30 11,979.30 2,776.68 2,776.68 2060121 07/05/23 21939 CARLO MUZQUIZ Ref002698735 06/30/23 UB Refund Cst #0000277733 23.10 UTILITY LOCATING SERVICES (MAY 2023)20,770.00 20,770.00 2060172 07/12/23 01432 CALIFORNIA WATER EFFICIENCY MD-2023-179 07/01/23 MEMBERSHIP AND DUES 2060171 07/12/23 20374 CALBURTON INC CAL1324 06/14/23 4,351.20 2060079 06/28/23 02401 CAJON VALLEY UNION SCHOOL DIST 23368 06/13/23 WATER CONSERVATION BUS TRANSPORT 381.36 381.36 1,429.88 1,429.88 2060170 07/12/23 14112 BSE ENGINEERING INC 2207541140122 06/14/23 ELECTRICAL ENGINEERING SERV (MAY 2023)4,351.20 LEGISLATIVE ADVOCACY CONSULT SERV 333.64 333.64 2060220 07/19/23 08156 BROWNSTEIN HYATT FARBER 945169 06/30/23 LEGISLATIVE ADVOCACY CONSULT SERV 12344261 07/01/23 ARMORED TRANSPORT SERV (JULY 2023)288.41 2060078 06/28/23 08156 BROWNSTEIN HYATT FARBER 942732 06/21/23 894.08 894.08 2060219 07/19/23 21775 BRINKS INC 12343726 06/01/23 4/7/23 TO 6/30/23 BILLING PERIOD 780.84 CONSULT SERV - NETWORKS FIREWALLS 412.50 412.50 2060218 07/19/23 21969 BORREGO SOLAR SYSTEMS INC Ref002701001 07/17/23 UB Refund Cst #0000268563 2060077 06/28/23 21254 BITBODYGUARD INC OWD-006 06/21/23 1,549.12 2060136 07/05/23 16290 BIDSYNC SI-8896 05/01/23 ONLINE SOLICITATION SOFTWARE LIC FY24 4,544.80 4,544.80 7,121.20 7,121.20 2060135 07/05/23 21933 BASILE CONSTRUCTION Ref002698729 06/30/23 UB Refund Cst #0000250974 1,549.12 2060169 07/12/23 00145 BARRETT ENGINEERED PUMPS 129608 06/16/23 RUSSELL SQ LIFT STATION PUMP Page 2 of 9 1,264.00 474.00 1,442.81 57,327.58 06/01/23 2023 FORD MAVERICKS 28,663.79 230408 06/01/23 2023 FORD MAVERICKS 28,663.79 1,421.23 165822632 06/20/23 VISION BENEFITS ADMINISTRATION (CY2023)21.58 2060091 06/28/23 20425 FAIRWAY FORD SALES INC 230426 UB Refund Cst #0000012457 124.32 124.32 2060184 07/12/23 20511 EYEMED (FIDELITY)165822076 06/20/23 VISION BENEFITS ADMINISTRATION (CY2023) 2060124 07/05/23 21928 ERIC KARGE Ref002698724 06/30/23 3,182.51 2060183 07/12/23 03725 ENVIRONMENTAL SYSTEMS RESEARCH 94514845 06/26/23 ESRI EEAP SOFTWARE LICENSE SUBSCRIPTIO 56,700.00 56,700.00 17,610.00 17,610.00 2060182 07/12/23 20794 ENTISYS 360 198129 06/26/23 MS SOFTWARE MAINTENANCE RENEWAL 3,182.51 RECYCLED WASTE SERVICE FY23 243.31 243.31 2060090 06/28/23 03765 ENGINEERING PARTNERS INC 19A2230733 05/31/23 ELECTRICAL ENGINEERING SERV (MAY 2023) 2060181 07/12/23 02447 EDCO DISPOSAL CORPORATION 5458 063023 06/30/23 14,999.90 2060123 07/05/23 21931 DONG MEI WANG Ref002698727 06/30/23 UB Refund Cst #0000225113 78.32 78.32 136.37 136.37 2060180 07/12/23 20795 DOCUSIGN INC.111100148321 06/15/23 DOCUSIGN E-SIGNATURE SUBSCRIPTION FY24 14,999.90 AUDIT SERVICES FY23 FIN STATEMENTS 6,500.00 6,500.00 2060223 07/19/23 21100 DIVISION OF EMPLOYMENT 0870440 063023 06/30/23 UNEMPLOYMENT INSUR (2ND QTR 2023) 2060222 07/19/23 21128 DAVIS FARR LLP 14772 07/12/23 2,222.62 2060179 07/12/23 11797 D&H WATER SYSTEMS INC 2023-0858 06/23/23 TOTAL ANALYZER WET END 6,354.84 6,354.84 23,327.50 23,327.50 2060089 06/28/23 11797 D&H WATER SYSTEMS INC 2023-0775 06/01/23 TREATMENT PLANT CHLORINE PARTS 2,222.62 MEMBERSHIP RENEWAL 150.00 150.00 2060088 06/28/23 04443 CSI SERVICES INC 12158 06/08/23 COATING INSPECTION SERVICES (MAY 2023) 2060178 07/12/23 00693 CSDA - SAN DIEGO CHAPTER 24-27 06/27/23 SHUT DOWN TEST (5/15/23)237.00 E638830523 06/16/23 SHUT DOWN TEST (5/15/23)237.00 2060087 06/28/23 00184 COUNTY OF SAN DIEGO E638820523 06/16/23 E608550623 07/04/23 SHUT DOWN TEST (6/28/23)158.00 E633790623 07/04/23 DEVELOPER INSPECTION (6/22/23)79.00 E638910623 07/04/23 SHUT DOWN TEST (6/29/23)158.00 E608520623 07/04/23 SHUT DOWN TEST (6/28/23)158.00 395.00 E638930623 07/04/23 SHUT DOWN TEST (6/29/23)158.00 E638920623 07/04/23 SHUT DOWN TEST (6/29/23)158.00 UPFP PERMIT RENEWAL (7/31/23-7/31/23)633.00 633.00 2060177 07/12/23 00184 COUNTY OF SAN DIEGO E638660623 07/04/23 DEVELOPER INSPECTION (6/12/23) 2060176 07/12/23 00184 COUNTY OF SAN DIEGO 7737060223 06/02/23 540.75 2060221 07/19/23 00099 COUNTY OF SAN DIEGO OTAYMWD-0523 06/12/23 EXCAVATION PERMIT (MAY 2023)3,179.94 3,179.94 680.00 680.00 2060086 06/28/23 15049 CORELOGIC SOLUTIONS LLC 82177328 05/31/23 DATA SERV - REALQUEST PROPERTY DATA 540.75 832 PS REPAIR KITS 7,320.97 7,320.97 2060085 06/28/23 20894 COFFMAN ENGINEERS INC 2305249 06/02/23 CORROSION SERVICES (MAY 2023) 2060084 06/28/23 02852 CLA-VAL COMPANY 870698 06/07/23 Page 3 of 9 441.15 6,969.96 5,390.20 12,579.27 112.58 GRANT WRITING (MAY 2023)9,897.00 9,897.00 2060189 07/12/23 20950 HOCH CONSULTING APC 20230065 06/15/23 WATER USAGE (4/7/23 - 6/7/23)56.29 5428361223 06/12/23 WATER USAGE (4/7/23 - 6/7/23)56.29 892702 06/08/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 569.75 2060097 06/28/23 00062 HELIX WATER DISTRICT 433061223 06/12/23 891084 06/01/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 930.38 890655 05/31/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 606.02 891083 06/01/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 1,173.64 892701 06/08/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 1,005.06 893337 06/12/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 1,894.89 891493 06/05/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 1,636.69 AS-NEEDED SODIUM HYPOCHLORITE FY23 2,424.10 892699 06/08/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 2,338.74 893930 06/14/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 373.43 2060096 06/28/23 19978 HASA INC.890226 05/30/23 894322 06/15/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 1,282.47 895664 06/21/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 682.84 AS-NEEDED SODIUM HYPOCHLORITE FY23 1,707.11 893929 06/14/23 AS-NEEDED SODIUM HYPOCHLORITE FY23 1,344.35 2060188 07/12/23 19978 HASA INC.895945 06/22/23 5,877.32 2060227 07/19/23 00174 HACH COMPANY 13633757 06/27/23 5500SC ANALYZER SUPPLIES 1,260.88 1,260.88 52.21 52.21 2060187 07/12/23 01576 GRAYBAR ELECTRIC CO INC 9332642433 06/19/23 ATS FOR VFD TRAILER 5,877.32 VERITAS ESSENTIAL SUPPORT LICENSE FY24 5,111.50 5,111.50 2060226 07/19/23 21971 GOOD NEIGHBOR MANAGEMENT 1038071823 07/18/23 CUSTOMER REFUND 071123 07/11/23 GENESIS AT MILLENIA LOT 7 & 8 2,695.38 2060186 07/12/23 03537 GHA TECHNOLOGIES INC 11308885 06/29/23 5,082.00 5,082.00 2060225 07/19/23 21886 GENESIS NEW HOMES LLC 071023 07/10/23 GENESIS AT MILLENIA LOT 5 & 6 4,274.58 FLEETWASH SERVICES FY23 97.44 97.44 2060141 07/05/23 20424 FUENTES TRUCKING INC 29725 06/28/23 TRUCKING SERVICES 2858788 06/02/23 FLEETWASH SERVICES FY23 174.59 2060224 07/19/23 11962 FLEETWASH INC Q33464 06/23/23 2,046.00 2,046.00 2060095 06/28/23 11962 FLEETWASH INC Q25111 06/09/23 FLEETWASH SERVICES FY23 266.56 FY23 GYM EQUIPMENT MAINTENANCE 150.00 150.00 2060140 07/05/23 21944 FJ WILLERT CONTRACTING CO Ref002698740 06/30/23 UB Refund Cst #0000286600 2060094 06/28/23 02591 FITNESS TECH 12414 06/01/23 5,172.00 2060093 06/28/23 17888 FIRST AMERICAN DATA TREE LLC 9003400523 05/31/23 DOCUMENT SERVICE (MONTHLY)99.00 99.00 9,338.33 9,338.33 2060092 06/28/23 03546 FERGUSON WATERWORKS # 1083 0829782 06/20/23 INVENTORY 5,172.00 EXPENSE REIMBURSEMENT 340.00 340.00 2060185 07/12/23 03546 FERGUSON WATERWORKS # 1083 0821192 06/28/23 INVENTORY 2060139 07/05/23 18923 FAKHOURI, EID 070323 07/03/23 Page 4 of 9 43,598.79 22,578.88 944.00 17,125.20 AS-NEEDED PRINTING & MAILING SERV FY23 6,190.08 6,190.08 2060194 07/12/23 01824 MERKEL & ASSOCIATES INC 23062504 06/25/23 SMA HABITAT MANAGEMENT (MAY 2023) 2060232 07/19/23 10512 MAIL MANAGEMENT GROUP INC OWD-13349 06/12/23 1,033.98 2060104 06/28/23 18905 M RAE ENGINEERING INC 505312023 06/05/23 CATHODIC PROTECT IMPROVE (MAY 2023)2,673.43 2,673.43 239.24 239.24 2060231 07/19/23 03019 LOPEZ, JOSE 020123050823 05/08/23 EXPENSE REIMBURSEMENT 1,033.98 LAKE POINTE 2,847.61 2,847.61 2060145 07/05/23 21945 LETICIA BROWNING 6922070323 07/03/23 CUSTOMER REFUND 2060230 07/19/23 21801 LENNAR HOMES OF CA INC 071023 07/10/23 4687 06/14/23 WATER CONSERVATION BUS TRANSPORT 236.00 4689 06/15/23 WATER CONSERVATION BUS TRANSPORT 236.00 WATER CONSERVATION BUS TRANSPORT 236.00 4686 06/14/23 WATER CONSERVATION BUS TRANSPORT 236.00 2060103 06/28/23 02063 LA MESA - SPRING VALLEY 4688 06/14/23 6,765.33 2060128 07/05/23 21938 KRYSTAL DESPOPOULOS Ref002698734 06/30/23 UB Refund Cst #0000276792 41.37 41.37 4,612.44 4,612.44 2060193 07/12/23 20677 KORTERRA INC 23630 05/15/23 811 DIG TICKET MGMT SOFTWARE LICENSE 6,765.33 IN-PLANT INSPECTION SERVICES (MAY 2023)274.00 274.00 2060192 07/12/23 05840 KIRK PAVING INC 22-115-22 06/26/23 AS-NEEDED PAVING SERVICES FY23 2060102 06/28/23 20835 KENNY CONSULTING SERV INC KCS0724403 06/02/23 81.68 2060191 07/12/23 20835 KENNY CONSULTING SERV INC KC0724411 06/25/23 IN-PLANT INSPECTION SERVICES (JUNE 2023)274.00 274.00 55.90 55.90 2060144 07/05/23 21934 KB HOME COASTAL INC Ref002698730 06/30/23 UB Refund Cst #0000259906 81.68 UB Refund Cst #0000267412 100.00 100.00 2060127 07/05/23 21936 KAYLA WATTS Ref002698732 06/30/23 UB Refund Cst #0000268894 2060126 07/05/23 21935 JWAN KALYANA Ref002698731 06/30/23 6,088.97 2060229 07/19/23 21973 JEFF ARBOIT 8000071823 07/18/23 CUSTOMER REFUND 938.21 938.21 184.91 184.91 2060101 06/28/23 10563 JCI JONES CHEMICALS INC 915512 06/13/23 AS-NEEDED CHLORINE GAS FY23 6,088.97 WILLIE BAKER WAY REPAIRS 2,075.00 2,075.00 2060190 07/12/23 02066 JAMUL-DULZURA ELEMENTARY 5JES2023 06/23/23 WATER CONSERVATION BUS TRANSPORT 2060100 06/28/23 21927 JACQUES PAVING INC 016 06/22/23 2,243.00 2060125 07/05/23 21937 JACQUELINE SAMANIEGO Ref002698733 06/30/23 UB Refund Cst #0000276634 100.00 100.00 40,000.00 40,000.00 2060228 07/19/23 20752 IWG TOWERS ASSETS II LLC 4281373 06/28/23 ANTENNA SUBLEASE (JULY 2023)2,243.00 MODELING SOFTWARE SUPPORT FY24 50,833.20 50,833.20 2060143 07/05/23 14737 IWATER INC 9626 04/01/23 INFRAMAP SOFTWARE LICENSE FY24 241056 06/02/23 BILL PROCESSING SERVICES FY23 2,801.10 2060142 07/05/23 18678 INNOVYZE INC Q-133774 01/31/23 05/31/23 BILL PROCESSING SERVICES FY23 14,559.21 240479 05/31/23 BILL PROCESSING SERVICES FY23 5,218.57 23,179.35 1953 06/20/23 INVENTORY 20,419.44 2060099 06/28/23 08969 INFOSEND INC 240480 2060098 06/28/23 21322 HPS WEST INC.0001952 06/20/23 INVENTORY Page 5 of 9 20,022.95 214,564.38 500.00 GPS FLEET MANAGEMENT SYS FY24-FY25 23,971.98 23,971.98206024007/19/23 19633 SAMSARA NETWORKS INC.31051955229781 07/13/23 14.12 2060202 07/12/23 21706 ROOIBAARD GROUP LLC RB-02190 07/07/23 STRAT PLAN REPORTING APP CONSULT SVCS 7,500.00 7,500.00 6,213.50 6,213.50 2060201 07/12/23 04542 ROBAK, MARK 060123063023 06/30/23 MILEAGE REIMBURSEMENT 14.12 FY23 CALARP AUDITS 6,380.00 6,380.00 2060239 07/19/23 16173 RISK MANAGEMENT PROFESSIONALS 230287 07/07/23 FY23 CALARP AUDITS 202307100-0707 07/10/23 AS-NEEDED SAFETY BOOTS FY24 250.00 2060200 07/12/23 16173 RISK MANAGEMENT PROFESSIONALS 230265 06/20/23 3,831.52 2060238 07/19/23 19836 RED WING BUSINESS ADV ACCOUNT 202307100-0616 06/16/23 AS-NEEDED SAFETY BOOTS FY23 250.00 2,947.00 2,947.00 2060199 07/12/23 20836 PSI WATER TECHNOLOGIES INC 0007070 06/26/23 PAX RCS ANALYZER PARTS 3,831.52 EMPLOYEE ASSISTANCE PROGRAM (CY2023)809.67 809.67 2060195 07/12/23 21411 PRODUCTS INC MITSUBISHI ELECTRIC PO27935-PMA-3 06/22/23 UPS PREVENTATIVE MAINTENANCE FY24 2060198 07/12/23 21580 PRISM 24400132 07/06/23 88.54 2060237 07/19/23 15081 PINOMAKI DESIGN 6284 07/13/23 AS-NEEDED GRAPHIC DESIGN SERVICES 255.00 255.00 422.67 422.67 2060150 07/05/23 21943 PARK AVE WEST CONSULTING LLC Ref002698739 06/30/23 UB Refund Cst #0000285829 88.54 INVENTORY 6,623.83 6,623.83 2060149 07/05/23 19310 PALM LAUNDRY INC 275 06/30/23 TOWEL LAUNDRY SERVICE FY23 2060148 07/05/23 01002 PACIFIC PIPELINE SUPPLY INC S100452237.001 06/21/23 198.86 2060109 06/28/23 01002 PACIFIC PIPELINE SUPPLY INC S100452439.001 06/08/23 INVENTORY 1,400.88 1,400.88 589.96 589.96 2060236 07/19/23 17527 OTERO, TENILLE 071423 07/14/23 MILEAGE REIMBURSEMENT 198.86 AMI PROJECT (MAY 2023)178,600.00 178,600.00 2060108 06/28/23 17527 OTERO, TENILLE 061623 06/16/23 EXPENSE REIMBURSEMENT 2060107 06/28/23 19636 OT ELECTRICAL 205312023 05/31/23 AMI PROJECT (JUNE 2023)198,764.38 10250 06/29/23 ELECTRICAL SERVICES 15,800.00 2060197 07/12/23 19636 OT ELECTRICAL 306302023 06/23/23 7,648.78 2060147 07/05/23 21932 ORION MANAGEMENT Ref002698728 06/30/23 UB Refund Cst #0000250850 50.26 50.26 5,407.50 5,407.50 2060146 07/05/23 21692 ONE STOP BACKFLOW SUPPLY 0000607 06/27/23 8" CLA-VAL PRV 7,648.78 WITHHOLDING TAX 2ND QTR 2023 724.50 724.50 2060196 07/12/23 18332 NV5 INC 335572 06/14/23 ENGINEERING DESIGN (MAY 2023) 2060235 07/19/23 20996 NORTH CAROLINA DEPT OF REVENUE 60139703063023 06/30/23 2,950.00 2060234 07/19/23 14458 NOBLE REAL ESTATE SERVICES 6634070623 07/18/23 CUSTOMER REFUND 57.79 57.79 9,789.00 9,789.00 2060106 06/28/23 18172 NIGHTCODERS 1092 06/20/23 WEBSITE MAINT SUPPORT & CONSULTING 2,950.00 UB Refund Cst #0000283212 28.24 28.24 2060105 06/28/23 17261 NATURESCAPE SERVICES 7056 05/31/23 LANDSCAPE MAINTENANCE SERVICES FY23 05/17/23 SMA HABITAT MANAGEMENT (APRIL 2023)27,082.08 27,082.08 2060129 07/05/23 21941 MOLLY COSBY Ref002698737 06/30/23 23062702 06/27/23 SMA HABITAT MANAGEMENT (MAY 2023)2,897.75 2060233 07/19/23 01824 MERKEL & ASSOCIATES INC 23051701 Page 6 of 9 253,054.92 154,715.23 13,398.71 32,089.95 539.00 539.00 UAS PROGRAM SERVICES 537.50 537.50 2060246 07/19/23 13714 THE EAST COUNTY CALIFORNIAN 120761 120634 06/30/23 OUTSIDE SERVICES 2060157 07/05/23 21394 TEEDEEUAS LLC Otay 08 07/01/23 80.00 2060210 07/12/23 02376 TECHKNOWSION INC 3107 06/15/23 SCADA UPGRADES 55,430.00 55,430.00 11,665.76 11,665.76 2060209 07/12/23 21925 TARSHA JONES 07112023 07/11/23 EXPENSE REIMBURSEMENT - CLAIM 80.00 OWD SHARE O&M 50,596.55 50,596.55 2060156 07/05/23 01905 SYMPRO INC TDM-01063 05/09/23 TREASURY MGMT SOFTWARE MAINT & SUPP 2060155 07/05/23 00408 SWEETWATER AUTHORITY 51134016 06/09/23 427582 06/27/23 UNLEADED AND DIESEL FUEL 9,390.73 427523 06/22/23 RED DYE DIESEL 8,173.47 1,391.69 1,391.69 2060208 07/12/23 10339 SUPREME OIL COMPANY 427453 06/27/23 UNLEADED AND DIESEL FUEL 14,525.75 SECURITY DEPOSIT REFUND 5,741.00 5,741.00 2060154 07/05/23 21942 SUPERIOR READY MIX Ref002698738 06/30/23 UB Refund Cst #0000285596 455765 06/07/23 COPIER SYSTEM MAINTENANCE 5,516.80 2060207 07/12/23 05513 SPRINT PCS SD73XC009-A 07/11/23 553.85 2060111 06/28/23 11618 SOUTH COAST COPY SYSTEMS 455456 06/05/23 COPIER SYSTEM MAINTENANCE 7,881.91 553.85 553.85 2060153 07/05/23 21115 SONIA RIVAS Ben2698762 07/06/23 BI-WEEKLY PAYROLL DEDUCTION 553.85 EXPENSE REIMBURSEMENT 22.00 22.00 2060245 07/19/23 21115 SONIA RIVAS Ben2701046 07/20/23 BI-WEEKLY PAYROLL DEDUCTION 2060244 07/19/23 16229 SMITH, TIMOTHY 060123063023 06/30/23 1,831.34 2060152 07/05/23 20720 SLF IV - MILLENIA LLC 062823 06/28/23 MILLENIA METRO PARK 14,397.92 14,397.92 5,173.20 5,173.20 2060243 07/19/23 21970 SHEA HOMES LIMITED PARTNERSHIP Ref002701002 07/17/23 UB Refund Cst #0000283914 1,831.34 ON-DEMAND SECURITY RESPONSE FY23 280.00 280.00 2060151 07/05/23 21946 SETHI MANAGEMENT 062823 06/28/23 HOMEWOOD & HAMPTON HOTELS 2060206 07/12/23 19603 SECURITAS SECURITY SVC USA INC 11346027 07/06/23 151,973.68 070723A 07/17/23 UTILITY EXPENSES (MONTHLY)2,698.89 071023 07/10/23 UTILITY EXPENSES (MONTHLY)42.66 UTILITY EXPENSES (MONTHLY)28,001.33 28,001.33 2060242 07/19/23 00121 SAN DIEGO GAS & ELECTRIC 070723 07/17/23 UTILITY EXPENSES (MONTHLY) 2060110 06/28/23 00121 SAN DIEGO GAS & ELECTRIC 062123 06/21/23 062623 06/26/23 UTILITY EXPENSES (MONTHLY)51,700.19 062723 06/27/23 UTILITY EXPENSES (MONTHLY)1,053.13 UTILITY EXPENSES (MONTHLY)118,640.02 063023 06/30/23 UTILITY EXPENSES (MONTHLY)81,661.58 2060205 07/12/23 00121 SAN DIEGO GAS & ELECTRIC 062923 06/29/23 220.00 2060204 07/12/23 00003 SAN DIEGO COUNTY WATER AUTH 2523 06/14/23 SOCAL WATERSMART HEW HET WBIC FY23 76.20 76.20 125.00 125.00 2060203 07/12/23 00003 SAN DIEGO COUNTY WATER AUTH 07182023 07/11/23 BUSINESS MEETING 220.00 2060241 07/19/23 02586 SAN DIEGO COUNTY ASSESSOR 202300505 07/05/23 MONTHLY ASSESSOR DATA FY23 Page 7 of 9 1,201.82 1,115.10 17,160.00 725.00 875.00 23,825.00 05/31/23 SEWER PUMP STATION REPLACE (MAY 2023)36,856.90 36,856.90 20,325.00 170663 05/31/23 HYDRAULIC MODELING (MAY 2023)3,500.00 2060161 07/05/23 19866 WOOD RODGERS INC 169972 ADMIN LANDSCAPE DESIGN REFRESH 1,880.00 1,880.00 2060119 06/28/23 19866 WOOD RODGERS INC 17059907320234 05/31/23 ENGINEERING DESIGN SERVICES (MAY 2023) 65179 06/22/23 AS-NEEDED BEE REMOVAL FY23 125.00 2060214 07/12/23 20611 WIMMER YAMADA AND CAUGHEY 0011573 06/30/23 64434 06/21/23 AS-NEEDED BEE REMOVAL FY23 125.00 65100 06/23/23 AS-NEEDED BEE REMOVAL FY23 125.00 64413 06/19/23 AS-NEEDED BEE REMOVAL FY23 125.00 64429 06/21/23 AS-NEEDED BEE REMOVAL FY23 125.00 AS-NEEDED BEE REMOVAL FY23 125.00 64408 06/16/23 AS-NEEDED BEE REMOVAL FY23 125.00 2060213 07/12/23 01343 WE GOT YA PEST CONTROL INC 64389 06/16/23 64373 06/12/23 AS-NEEDED BEE REMOVAL FY23 125.00 64309 05/31/23 AS-NEEDED BEE REMOVAL FY23 100.00 64310 05/31/23 AS-NEEDED BEE REMOVAL FY23 125.00 64352 06/07/23 AS-NEEDED BEE REMOVAL FY23 125.00 3,100.00 3,100.00 2060118 06/28/23 01343 WE GOT YA PEST CONTROL INC 64325 06/13/23 AS-NEEDED BEE REMOVAL FY23 250.00 SECURITY ALARM MONITORING FY24 2,576.92 2,576.92 2060117 06/28/23 15726 WATER SYSTEMS CONSULTING INC 8011 05/31/23 HYDRAULIC MODELING (MAY 2023) SD9237710 06/08/23 CMIS (MAY 2023)1,980.00 2060160 07/05/23 15807 WATCHLIGHT CORPORATION 808486 06/15/23 2,215.40 2060116 06/28/23 08028 VALLEY CONSTRUCTION MANAGEMENT SD222205 06/08/23 CMIS (MAY 2023)15,180.00 6,000.00 6,000.00 2060115 06/28/23 01878 VACLAVEK, JACOB 061123061423 06/27/23 EXPENSE REIMBURSEMENT 2,215.40 PORT. TOILET RENTAL FY24 146.47 146.47 2060114 06/28/23 00350 UNITED STATES POSTAL SERVICE 3951062323 06/23/23 PREPAID POSTAGE MACHINE 01657070 05/02/23 PORT. TOILET RENTAL FY23 146.47 2060248 07/19/23 15675 UNITED SITE SERVICES INC 01806800 06/27/23 675.69 01729553 05/30/23 PORT. TOILET RENTAL FY23 146.47 01573129 04/04/23 PORT. TOILET RENTAL FY23 146.47 INT/EXT COAT & UPGRADES (MAY 2023)327,750.00 327,750.00 2060159 07/05/23 15675 UNITED SITE SERVICES INC 01658514 05/02/23 PORT. TOILET RENTAL FY23 222304255 06/01/23 DIG SAFE BOARD FEES (MONTHLY)239.82 2060113 06/28/23 20409 UNIFIED FIELD SERVICES CORP 405312023 06/09/23 148,155.82 148,155.82 2060112 06/28/23 00427 UNDERGROUND SERVICE ALERT 520230513 06/01/23 UNDERGROUND ALERTS (MONTHLY)962.00 CUSTOMER OPINION SURVEY 38,585.00 38,585.00 2060158 07/05/23 03261 TYLER TECHNOLOGIES INC 045-421492 06/01/23 FINANCIAL MGMT ERP SOFTWARE MAINT FY24 2060212 07/12/23 19897 TRUE NORTH RESEARCH 2838 06/27/23 394.64 2060211 07/12/23 21948 TORRES, HECTOR 040323 04/03/23 EXPENSE REIMBURSEMENT 155.00 155.00 2060247 07/19/23 13564 THE STAR NEWS PUBLISHING CO 120633 120760 06/30/23 OUTSIDE SERVICES 394.64 Page 8 of 9 12,349.20 Check Grand Total:3,072,246.28179 Checks 7,500.00 2375290 06/29/23 NETWORK MANAGEMENT SOFTWARE LIC 4,849.20 Amount Pd Total:3,072,246.28 EMPLOYEE BENEFITS FY23 840.00 840.00 2060162 07/05/23 19386 ZOHO CORPORATION 69177799 06/09/23 REPORTING SOLUTION SOFTWARE LICENSE 2060215 07/12/23 08023 WORKTERRA 106350 06/27/23 Page 9 of 9