The Work Department conducted audience research to inform a two-part series of guides about local energy and water utilities. Over a four week period, we conducted a listening campaign to understand audience questions about utilities in an era of climate change. We also interviewed experts and conducted a resident survey. The top questions identified through the listening campaign informed the content of a local utilities guides.

For background, we began by interviewing representatives of eight state and local organizations including Michigan Environmental Justice Coalition, Citizens Utility Board, Breathe Free Detroit, and Soulardarity. We learned about the problems, needs, and questions residents they serve have with regard to water and electric utilities. What we heard and learned from these leaders helped shape the subsequent resident survey.

Next, we developed a short survey for residents. It included links to resources for them to further explore the topics. 

From our research, we identified the following five top utility questions:

1. Why are my bills so high?

2. How can my utility bills be more affordable?

3. Why don’t my utilities work?

4. What can I do to improve how the utility industry works?

5. What is the future of utilities?

In a final report of our process and learnings, we shared the top questions, key topics from our experts interviews, and survey data findings. We also shared all files, audio recording, and raw data collected during the process.