AUG 4, 2022 | Smart Cities & Service Improvements Committee

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City of San José, California
Smart Cities & Service Improvements Committee of August 4, 2022

Pre-meeting citizen input on Agenda via eComment at https://sanjose.granicusideas.com/mee….

This public meeting will be held at San José City Hall and also accessible via Zoom Webinar. For information on public participation via Zoom, please refer to the linked meeting agenda below.

Agenda https://sanjose.legistar.com/View.ash…

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ADDOMG TEXT SERVE IMPAIRED HEARING COMMUNITY
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UH UH UH UH EVERYONE. WELCOME BACK. EVERYBODY HAD A GREAT JULY RECESS EXCITED TO BE BACK IN PERSON FOR A COMMITTEE MEETING
FOR THE FIRST TIME IN A VERY LONG TIME. WELL, WELCOME EVERYONE TO THE SMART CITIES AND SERVICE IMPROVEMENTS COMMITTEE MEETING
FOR AUGUST I WILL START WITH OUR CODE OF CONDUCT BEFORE WE JUMP IN, I WANT TO REMIND THE COMMITTEE MEMBERS AND MEMBERS
OF THE PUBLIC TO FOLLOW OUR CODE CONDUCT AT MEETINGS AND THIS INCLUDES COMMENTING ON THE SPECIFIC AGENDA ITEM ONLY AND
ADDRESSING THE FULL BODY. PUBLIC SPEAKERS WILL NOT ENGAGE IN A CONVERSATION WITH THE CHAIR COUNCIL MEMBERS OR STAFF.
ALL MEMBERS OF THE COMMITTEE STAFF AND THE PUBLIC ARE EXPECTED TO REFRAIN FROM ABUSIVE LANGUAGE REPEATED FAILURE TO COMPLY WITH THE
CODE OF CONDUCT WHICH WILL DISTURB, DISRUPT OR IMPEDE THE ORDERLY CONDUCT OF THIS MEETING MAY RESULT IN REMOVAL FROM THE
MEETING. THIS MEETING OF A SMART CITIES AND SERVICE IMPROVEMENTS COMMITTEE WILL NOW COME TO
ORDER AND CAN WE CALL THE ROLL
MERCADO JONES PRESENT FOLEY AIR COHEN AIR AND IN HERE. THANK YOU.
ALL RIGHT. WHAT DID I PASS IT OVER TO ROB LLOYD TO GIVE US AN OVERVIEW OF THE MEDIA AND TELL US WHAT
WE HAVE A FIRST. >> THANK YOU. CHAIRMAN ROB LLOYD, DEPUTY CITY MANAGER FOR THE CITY OF SAN JOSE.
WELCOME TO THE CHAIR MAYOR COMMITTEE MEMBERS AND ESTEEMED MEMBERS OF THE PUBLIC FORUM A ONE IS A CONTINUANCE OF THE
ALLOWANCE FOR MEMBERS OF THE SMART CITIES AND SERVICE IMPROVEMENTS COMMITTEE TO ATTEND MEETINGS VIA
TELECONFERENCE DURING THE GOVERNORS PROCLAIMED COVID STATE OF EMERGENCY STAFF RECOMMENDS EMOTION AND APPROVAL OF THIS ITEM.
IT REQUIRES MAJORITY VOTE TO PASS PER CALIFORNIA GOVERNMENT CODE NEHALEM AND ARE HERE TO ANSWER ANY QUESTIONS THAT YOU
HAVE. YEALANDS FROM THE CITY ATTORNEY’S OFFICE AND IF YOU
WILL TAKE THAT ACTION AND IF YOU HAVE ANY QUESTIONS LET US
KNOW CAN WE? SO I MOVED OK? YOU HAVE A MEMBER OF THE PUBLIC
WITH THEIR HAND UP OK APOLOGIES. >> LET’S PLAY BEEKMAN. >> THANK YOU.
AH THANK YOU FOR COMING HERE. THANKS FOR NOTICING MAHAN. I GUESS I’VE GIVEN BY MY THANK YOU’S TO YOURSELVES FOR
CONTINUING HAVING THE HYBRID PROCESS AND CONGRATULATIONS THAT YOU’RE ACTUALLY MEETING IN PUBLIC BUT I THANK YOU THAT YOU
ARE CONTINUING THE HYBRID. I THINK IT SERVES AN INTERESTING PURPOSE AND IT’S LEARNING HOW TO GROW IN THIS
BUSINESS IN IN THIS ERA. >> SORRY HOLD ON.
I’M ON THE PUBLIC TRANSIT IN THIS AREA OF COVID THANK YOU THAT WE’RE TRYING TO FIGURE OUT WAYS TO ADJUST AND WORK WELL AND ACTUALLY BRINGS OUT SOMETHING ABOUT BETTER MY PRACTICES.
GOOD LUCK HOW WE CAN LIKE WITHOUT ALFRESCO THINGS WORK ON THIS ISSUE IN THE FUTURE.
I WANT TO ADD THAT WITH THE GOODNESS OF THIS SORT OF HYBRID MEETING PROCESS, THE IMPORTANCE
OF DATA COLLECTION AND THE TECH THAT’S INVOLVED I HOPE WE CAN DEVELOP WAYS THAT PEOPLE IF
THEY’RE UNCOMFORTABLE WITH WHAT THIS TECHNOLOGY THAT THEY CAN ASK YOURSELVES QUESTIONS AND
HAVE AND BE GIVEN ANSWERS ABOUT THE OPEN PUBLIC POLICY PRACTICES THAT THIS SORT OF ,
YOU KNOW, TECHNOLOGY ALLOWS OURSELVES OR GIVES TO US AND AND WORKS WORKS TOWARDS GOOD
LUCK HOW WE CAN HAVE OPEN PUBLIC PROGRAMS AROUND THIS SORT OF AROUND THIS SORT OF WORK.
>> THANK YOU, ERIC. PULSATILE. YES.
GOOD AFTERNOON. PULSATILE FROM THE I’D LIKE TO ADDRESS THE FACT THAT WHAT WE
NEED IS THESE MEETINGS JUST TO BECOME A PART OF DEMOCRACY RATHER THAN USING IS MAYBE
THREE SIXTY ONE YOU KNOW LIKE BECAUSE WHAT THAT DOES IS IT KIND OF GIVES US A SHIELD, OK,
WE’RE GOING TO DO ALL THIS DIRTY WORK VERY SOON, OK? >> AND NOW WE HAVE THE
LEGITIMACY OF OF THE LAW TO DO WITH YOU KNOW SO WHAT YOU’RE
DOING IS YOU’RE PROVIDING YOURSELVES A LOT OF COVER BECAUSE ZOOM IS VERY, VERY
LIMITED IN A LOT OF RESPECTS. YOU KNOW, I DON’T HAVE I ONLY HAVE TWO MINUTES SO I DON’T HAVE TIME TO GO INTO BUT IT’S VERY, VERY LIMITED, OK?
AND IT DOESN’T IT PROMOTES DEMOCRACY, A SEMBLANCE OF DEMOCRACY WHICH I’M OK WITH
BUT I’M NOT OK WITH IS YOU USING THIS LAW IN ORDER TO RATIONALIZE IT? >> THAT’S WHAT I HAVE A PROBLEM.
SO WHY DON’T WE JUST GO AHEAD AND JUST MAKE IT A STANDARD OPERATING PROCEDURE OF DEMOCRACY IN THE WAY CITY
SAN JOSE THERE’S DOES BUSINESS AND THEN JUST LEAVE IT AT THAT AND NOT HIDE BEHIND THESE LAWS BECAUSE LAWYERS HIDE BEHIND
LAWS. I DON’T TRUST LAWYERS. I DON’T TRUST LAWYERS AT ALL
BECAUSE WHAT THEY DO IS USE LANGUAGE AND THEY PERVERT THE ENGLISH LANGUAGE AND THEY TWIST THEY TURN IT IN, THEY TURN IT
AND THEY MAKE SOMETHING COMPLETELY IRRATIONAL RATIONAL. THAT’S HOW CAN WE HAD THE
DECAPITATIONS HERE IN SAN JOSE IS WE MAKE THE IRRATIONAL OK AND RATIONAL. SECONDLY IS THIS DATA
COLLECTION THAT WAS PREVIOUSLY MENTIONED IS THAT YOU’RE COLLECTING A LOT OF DATA. I DON’T CARE IF IT DOESN’T IF
IT DOESN’T HAVE MY NAME ON IT, I DON’T CARE IF IT STILL HAS IT’S STILL KNOWN THAT IT’S COMING FROM A PARTICULAR
COMPUTER TERMINAL OR A PARTICULAR PHONE OR PARTICULARLY LAPTOP AND IT GLEAMS ALL THIS OTHER INFORMATION FROM THERE AND
YOU’RE NOT HONEST ABOUT THE WAY THAT THAT INFORMATION IS USED IN ORDER TO CONDUCT YOUR
BUSINESS AND BECAUSE OF THAT THAT’S WHY I DON’T TRUST YOU. >> SO I THINK WE NEED MORE OPEN GOVERNMENT INFORMATION BACK TO
THE COMMITTEE. THANK YOU. ALL RIGHT. LET’S VOTE LICCARDO. THANK YOU. STEP BACK FOR A MOMENT.
YOU STEPPED JONES I FOLEY I’M GOING I AND MAN I NEVER WOULD
YOU LIKE TO VOTE AGAIN. OK, GREAT THANK YOU. OK WE WERE ON TO THE REVIEW
OF THE WORK PLAN. MY UNDERSTANDING IS THE COMMITTEE’S WORK PLAN WAS ADOPTED AT RULES YESTERDAY.
IS THERE ANY FURTHER ACTION NEEDED? OK, GREAT AND I DON’T SEE ANYTHING ON THE CONSENT
CALENDAR SO WE WILL GET ON TO REPORTS. ROB, DO YOU WANT TO TELL US WHAT YOUR FIRST REPORT IS? >> ABSOLUTELY. THANK YOU. GOOD AFTERNOON AGAIN.
CHAIRPERSON MEHAN MAYLA HARTOV VOICE MAY OR JUNE COMMITTEE MEMBERS AND MEMBERS OF THE PUBLIC AGAIN LARDINOIS DEPUTY CITY MANAGER FOR THE CITY
OF SAN JOSE FERRAGU OR SORRY FOR OUR AUGUST MEETING CITY STAFF WILL PRESENT TWO ITEMS FIRST UNDER D ONE WE HAVE A AN
UPDATE ON THE CITY’S INNOVATION AND TECHNOLOGY PROJECT MANAGEMENT IMPACTS OF RELATED PROCESSES AND POLICIES, STATUSES OF INITIATIVES AND
RESOLUTION OF THE CITY AUDITOR RECOMMENDATION PRESENTED IN TWENTY NINETEEN PILOT TOPIC THE CITY’S CHIEF INFORMATION
OFFICER AND SHIRLEY YOUNG PRODUCTS PROJECT MANAGER WILL PRESENT AND THEN SECOND TO UNDER D TWO WE HAVE A MAJOR
STATUS UPDATE ON SAN IS A THREE ONE ONE AND SERVICE DELIVERY IS COVER SERVICE ADDITIONS, PERFORMANCE AND ACCESSIBILITY
IMPROVEMENTS AND EQUITY EFFORTS INCLUDED HIS STAFF’S ADDRESS OF ITEMS FROM COUNCIL MEMBER MOHAN’S CHAIRMEN’S SEPTEMBER
TWENTY TWENTY ONE MEMO APPROVED BY THE COMMITTEE HARRIMAN’S TADANO AND MANY DEPARTMENT SERVICE OWNERS INCLUDING JAMES
DOBSON, OUR FIRE MARSHAL WILL PRESENT THAT ITEM.
>> SO TO START US OFF. THANK YOU ROB. GOOD AFTERNOON, CHAIRMAN MAYOR LICCARDO, MEMBERS OF THE
COMMITTEE AND THE PUBLIC MY NAME IS CARLA TOLTEC CHIEF INFORMATION OFFICER AND WE ARE
HERE TO PRESENT THE INNOVATION TECHNOLOGY PROJECT MANAGEMENT STATUS REPORT.
>> THE CITY COUNCIL APPROVED THE TWENTY TO TWENTY THREE CITY INITIATIVE ROAD MAP AND THE SCREEN REFLECTS FOURTEEN CITY
INITIATIVES THE TEAM WILL BE MANAGING, SUPPORTING OR DEVELOPING INNOVATIVE SOLUTION TO SUPPORT THE CITY’S ROAD MAP.
IN ADDITION, THE TEAM WILL PROVIDE NEW TECHNOLOGIES AND CRITICAL DATA TO SUPPORT THE REST OF THE INITIATIVES.
NEXT WE’LL PRESENT HOW WE’RE ALIGNING IT PROJECTS WITH
ENTERPRISE PRIORITIES. THERE ARE THIRTY TWO MAJOR PROJECTS PLANNED FOR THIS YEAR AND THE SCREEN PROVIDES AN
OVERALL STATUS OF THESE PROJECTS. ON THE RIGHT OF THE SCREEN IS
THE STATUS LEGEND AS YOU CAN SEE GRAY REFLECT PROJECTS THAT HAVEN’T STARTED OR ON HOLD AND
THE STANDARD GREEN YELLOW RED TO REFLECT THE STATUS OF THESE PROJECTS. SOME OF THE PROJECTS ARE PUBLIC
FACING INCLUDING THE VEHICLE BLIGHT AND HOMELESS HOMELESSNESS PLATFORM AND OTHERS ARE INTERNAL INCLUDING
THE ERP READINESS ASSESSMENT AND UPGRADE PROJECT. ALSO SOME OF THE PROJECTS ARE NEW AND OTHERS CONTINUED FROM
LAST YEAR WE LOOK FORWARD TO A VERY BUSY YEAR AND A PRODUCTIVE PLANNING FOR THESE PROJECTS
NEXT WE WILL PRESENT THE STATUS OF NEW COMPLETED AND CHANGE PROJECTS. WE WILL ALSO SHARE THE OVERALL
PROGRESS SINCE THE LAST UPDATE . OVERALL THE STATUS TREND IS POSITIVE THREE PROJECTS, THREE
PROJECTS ARE NOW ACTIVE AND CHANGE THE COLOR FROM GRAY TO GREEN OR YELLOW TO PROJECT CHANGE OF STATUS FROM RED TO
YELLOW AND THE EEOC PROJECT CHANGE OF STATUS FROM YELLOW TO GREEN. >> WE LOOK FORWARD TO COMPLETING THE TWO PROJECTS
NEXT YEAR WE CONCLUDED FIVE PROJECTS TO UPDATE THE STAFF STATUS COLOR TO REFLECT THE
STATUS OF THE PROJECT BEFORE THE CONCLUSION THE CARBON REPLACE PROJECT
CONCLUDED WITH RED STATUS DUE TO DELAYS. BUT DESPITE THE EXCESSIVE DELAYS, THIS PROJECT IS
EXPECTED TO SAVE THE CITY ABOUT FIVE HUNDRED THOUSAND DOLLARS EVERY YEAR THROUGHOUT THE
COURSE OF THE CONTRACT FIVE NEW PROJECTS WERE ADDED TO AQ THE EMPLOYEE TALENT ACQUISITION
STAFF REPLACEMENT PROJECT, WHICH WILL IMPROVE THE PROCESS FOR CANDIDATES TO APPLY FOR CITY JOBS.
>> WE HOPE THIS WILL IMPROVE THE CURRENT VACANCY RATE DURING YOUR PROJECT IN THE FINANCE
AREA WILL INCREASE THE EFFICIENCY AND IMPROVE SERVICES. WE WILL START THE ASSESSMENT REQUIREMENTS FOR A NEW ERP
SYSTEM PROJECT THIS YEAR AND PLAN FOR THE IMPLEMENTATION IN FOLLOWING YEARS. ALSO THE VEHICLE BLIGHT AND
HOMELESS ENCOUNTER PLATFORM WILL BE A TOP PRIORITY THIS YEAR.
>> THE OVERALL PROJECT WILL REFLECT A POSITIVE TREND. MORE PROJECTS ARE ON TREND AND
LESS PROJECTS ARE IN RED. WE WILL PUSH TO CONTINUE THE POSITIVE PROGRESS AND LOOK FOR OPPORTUNITIES TO IMPROVE HOW WE
MANAGE AND DELIVER IT PROJECTS. I WILL NOW TURN IT OVER TO SHIRLEY TO CONTINUE THE
PRESENTATION. GOOD AFTERNOON MAYOR
CHAIRPERSON, COMMITTEE MEMBERS AND MEMBERS OF THE PUBLIC. MY NAME IS SHIRLEY AND I AM A PRODUCTS PROJECTS MANAGER WITH
ITV. >> NEXT WE LIKE TO ADDRESS OUR STATUS ON TECH DEPLOYMENT AUDIT RECOMMENDATION TO DATE STAFF
HAS RESOLVED 15 COVID 19 RECOMMENDATION ACROSS BOTH THE TWENTY SIXTEEN AND TWENTY
NINETEEN REPORTS WITH FOUR RECOMMENDATION REMAINING ON THE SCREEN RECOMMENDATIONS
SEVEN AND NINE ARE TARGETED TO BE IMPLEMENTED BY OCTOBER OF THIS YEAR AFTER WE MAKE UPDATES TO REFINE CURRENT POLICIES AND
PROCESSES AS WELL AS MAKING UPDATES TO THE PUBLIC PROJECT STATUS DASHBOARD OUR
RECOMMENDATION TEN THE CITY AUDITOR HAS CLOSED THIS RECOMMENDATION AND INSTEAD CREATED A NEW RECOMMENDATION
ADDRESSING INVENTORY IN THE CYBERSECURITY AUDIT THAT WAS PUBLISHED EARLIER THIS YEAR. >> OUR NEW TARGET DATE IS JUNE
TWENTY TWENTY THREE. OUR NEXT SLIDES AS IMPACT ON
PROJECT SUCCESS. >> WE ARE THE THREE TEAM AND THE INDEPENDENT VERIFICATION
AND VALIDATION REVIEW PROCESS TO START WITH BACKGROUND INFORMATION PRIOR TO TWENTY SIXTEEN THE THAT HE HAD NOT
INVESTED IN FORMAL PRODUCT PROJECT MANAGEMENT THAT SUPPORTS LARGE MULTI DEPARTMENT
TECHNOLOGY PROJECTS AS A RESULT PROJECT SUCCESS RATES WERE BELOW FIVE PERCENT IN TWENTY SIXTEEN OUT OF THIS NINE THE
CITIES PORTFOLIO PRODUCTS PROJECTS OFFICE WAS CREATED OR
THREE FOR SHORT. SINCE THEN WE’VE SEEN A DRASTIC INCREASE IN PROJECT SUCCESS RATES IN THE LAST FISCAL YEAR
WE ARE AT ABOUT 80 PERCENT WHICH MEANS OUR DEPARTMENTS FISCAL YEAR GOAL OF EIGHTY PERCENT.
>> WE IDENTIFIED SOME AREAS OF IMPROVEMENT INCLUDING ADDITIONAL TRAINING TO ADDRESS CURRENT CHALLENGES AS WELL AS IMPROVEMENTS TO PRODUCT AND
PROJECT MANAGEMENT PROCESSES. TO DATE THE THREE TEAM IS FOLEY STAFFED WITH EIGHT PRNS AND A DIVISION MANAGER PRNS ARE
ASSIGNED A PORTFOLIO TO ONE WORK WITH DEPARTMENTS ON TECHNOLOGY INVESTMENTS AND TO EXECUTE SUCCESSFUL PROJECT
IMPLEMENTATION. NEXT WE WILL FOCUS ON THE INDEPENDENT VERIFICATION AND
VALIDATION PROCESS OR IB B FOR SHORT. >> THIS PROCESS WAS IMPLEMENTED TO PREVENT WATERMELON REPORTING WHICH IS WHEN PROJECTS ARE
REPORTED AS GREEN HOWEVER ARE ACTUALLY RED AND AT RISK ON THE INSIDE THE PURPOSE OF THE IV
AND V PROCESS IS TO ENSURE THAT PROJECTS ARE MEETING THE STATED REQUIREMENTS AND DELIVERING ON BUSINESS VALUE. IT IS AN INDEPENDENT REVIEW
DONE BY AN INDIVIDUAL NOT INVOLVED IN A PROJECT EXECUTION WHICH IS TYPICALLY DONE BY THE THREE DIVISION MANAGER.
>> OUR NEXT STEPS ARE TO IMPLEMENT A PROCESS TO CAPTURE
IMPACT TO THE PUBLIC AT THE IV AND V REVIEW IS DONE ONCE EVERY TWO MONTHS FOR THREE PROJECTS. THESE PROJECTS ARE SELECTED
BASED ON A GRADING SCALE. ALL ASSESSMENTS THAT COME FROM THE REVIEW ARE THEN SUMMARIZED THE SMART CITIES COMMITTEE ONCE
PROJECTS HAVE BEEN SELECTED THE \VIAN B PROCESS STARTS WITH A REVIEW OF THE PROJECT BY THE THIRD DIVISION MANAGER.
>> THE POTENTIAL RISK ARE IDENTIFIED. THE REVIEW WILL ESCALATE TO PHASE TWO A WHICH REQUIRES AN
INTERNAL EXPERTS GROUP TO WEIGH IN ON RECOMMENDATIONS AND NEXT STEPS. >> IF ISSUES REMAIN OR ESCALATE
THEN TO BE WOULD REQUIRE AN INDEPENDENT CONSULTANT TO BE INVOLVED ON OUR HAND IT BACK OVER TO KOLLAR TO DISCUSS THE
CITYWIDE DASHBOARD REGULARLY. THE AUDIT PROJECT DASHBOARD IS PUBLISHED ONLINE AND UPDATED
EVERY MONTH THE DASHBOARD IS INTENDED TO INCREASE TRANSPARENCY AND FULFILL THE OTHER RECOMMENDATION.
AS YOU CAN SEE THE DASHBOARD IS HARD TO READ AND YOU CAN READ IT THEN IT’S HARD TO UNDERSTAND
WE WILL REDESIGN A DASHBOARD TO BETTER ENGAGE THE COMMUNITY, FOCUS ON WHAT’S IMPORTANT TO THE PUBLIC AND WILL REMOVE
INTERNAL PROJECTS AND USE USER FRIENDLY WORDS AND TERMS THAT CAN BE EASILY UNDERSTAND BY THE WE WILL HIGHLIGHT PUBLIC FACE
AND PROJECTS THAT WILL IMPROVE SERVICES. WE LOOK FORWARD TO UPDATING A DASHBOARD AND WE WILL PRESENT
IT TO YOU AT THE NEXT STATUS
UPDATE DISCONFIRM OUR PRESENTATION AND WE LOOK FORWARD TO YOUR FEEDBACK AND QUESTIONS. GREAT THANKS COLLEGE AND TRULY
APPRECIATE YOUR UPDATE. LOOK FORWARD TO THE DISCUSSION. >> DO WE HAVE PUBLIC COMMENT? YES.
PAUL SOTA YES PAUL FROM HORSESHOE COUNTERMAN MEHAN WE
HAD A MEETING I THINK IT WAS A LATE LATE TWENTY TWENTY ONE WHERE I ASKED YOU AND YOU
AGREED AND RIGHTFULLY SO YOU AGREED THAT WE NEEDED TO SIMPLIFY THE DASHBOARDS AND ARTICULATE THIS LANGUAGE
BECAUSE JUST A REGULAR CITIZEN FROM THE PUBLIC CAN ATTEND THESE MEETINGS AND UNDERSTAND ALL THOSE ESOTERIC LANGUAGE YOU
KNOW THAT AND I KNOW THAT WE AGREED ON THAT. >> OK, AND THEN LATER ON IN THE
MEETING OK, MAYOR LICCARDO SIDE BUSTED ON THAT CONVERSATION AND HE SAID NO, YOU KNOW WHAT MAN
OF NO, NO, DON’T MAKE IT EASIER NOW I KNOW YOU REMEMBER THAT CONVERSATION BECAUSE I REMEMBER
WELL BECAUSE IT WAS ONE OF THE FIRST TIMES WE SAW THE MAYOR STICK HIS NOSE INTO SOMETHING THAT WASN’T EVEN HIS CONVERSATION.
>> IT HAD NOTHING ABSOLUTELY NOTHING TO DO WITH HIM. YOU WERE THE CHAIR OF THE MEETING AND IT WAS YOUR DECISION THAT YOU HAD MADE TO
ENSURE THAT THESE THAT READING THESE DASHBOARDS IS SIMPLIFIED SO THAT THE LAYMAN CAN APPROACH HOW THE TECHNOLOGIES ARE BEING
USED IN THEIR CITY. IT’S VERY SIMPLE. AND SO WHAT I’M ASKING YOU
RIGHT NOW IS TO TO REITERATE YOUR POSITION THAT THAT ABSOLUTELY NEEDS TO BE DONE SO THAT IT KEEPS MAYOR LICCARDO
WHO’S ON HIS WAY OUT THE DOOR AND RIGHTFULLY AND GLADLY SO THAT HE DOESN’T SODBUSTERS
CONVERSATION AGAIN WITH HIS RHETORIC BECAUSE HE’S INTERFERING WITH THE CITY’S ABILITY TO PROGRESS.
>> OK, WE NEED TO ADDRESS THE COMMENTS TO THE FULL BODY. >> I SHOULD HAVE INTERJECTED EARLIER.
THANK YOU TO THE FULL BODY. >> I’M NOT TALKING ABOUT THE FULL BODY. I’M TALKING ABOUT YOU AND MAYOR LICCARDO BECAUSE YOU ARE THE
TEAM THAT WAS IN THAT CONVERSATION THE ADDRESS NO,
THAT’S NOT WHERE BEEKMAN HI. WHERE BAKEMAN HERE.
THANKS FOR THE REPORT. YOU’RE WORKING TOWARD TESTABILITY TO UNDERSTAND THIS
PROCESS BETTER SO ALL THE PUBLIC CAN UNDERSTAND. THANK YOU FOR THAT.
AS A PERSON OF THE EVERYDAY PUBLIC I WANTED TO OFFER THAT
ON YOUR ON WHAT WILL BE ON THE AGENDA COUNCIL AGENDA NEXT WEEK
AS AN ITEM ABOUT THE FUTURE OF SOMEHOW CENTRALIZING THE FUTURE OF TRANSIT STREET LIGHT
ISSUES OR SOMETHING OR JUST STREETLIGHT SHOES BASICALLY AND
A NEW REVIVING IT, RENEWING IT AND UPDATING IT ALL THE GOOD STUFF.
AND I THOUGHT AT THIS TIME IT WOULD BE AN IMPORTANT REMINDER
IN THE FUTURE ALL IN TOGETHER AND BUILDING THAT I WOULD LIKE TO BE CONSIDERING THE FUTURE
THE TRAFFIC STOP LIGHT MONITORS THAT HELP THE BUSSES FLOW
THROUGH TRAFFIC IS YEAR THOSE KIND OF MONITORS SAY ACTUALLY
HOW A LOT OF TECHNOL IN THEM, A LOT OF DIFFERENT TECHNOLOGY USES AND WE SHOULD BE ABLE TO NOTE THAT MORE CLEARLY TO
OURSELVES AND BE HONEST ABOUT THAT AND NOT BE AFRAID TO BE HONEST ABOUT THAT AND YOU KNOW,
ALL THE TECHNOLOGY, THE OFFICE WITHIN THAT LITTLE SYSTEM IS PRETTY IMPRESSIVE AND I HOPE WE CAN START TO HAVE MORE OPEN
CONVERSATION ABOUT WHAT IT CAN DO AND WHAT IT RECORDS THE CAMERAS ARE USED TO RECORD
THINGS AND AND THE LIKE. SO THANKS. AND I JUST THOUGHT I’D MENTION IN THIS PART AS AN OVERALL WHAT
YOU’RE WORKING ON THE NEXT FEW MONTHS AND YEARS AND THANKS THE
CHRIS HELLO CHRISTIAN GRECCO FROM THE WINCHESTER ORCHARD NEIGHBORHOOD ASSOCIATION. I’M THE VICE PRESENT AND TRAFFIC AND TRANSPORTATION LIAISON FOR THE WINCHESTER
VIRTANEN NEIGHBORHOOD ASSOCIATION. >> I’D LIKE TO SPEAK REGARDING THE MEMO FOR THIS ITEM
INNOVATIVE INNOVATION AND TECHNOLOGY PROJECT MANAGEMENT THE LETTER FROM MR. TAUFIQ FROM
JULY 25TH ON PAGE TWO SCROLLING TO IT HERE PAGE TWO SHOWS ONE
OF THE FIVE ONE OF THE FIVE STRATEGIC AREAS TO ADVANCE CITY CAPABILITIES AS THE LAST ONE
BEING DEMONSTRATION REIMAGINE THE CITY AS A LABORATORY AND PLATFORM FOR THE MOST IMPACTFUL
TRANSFORMATIVE TECHNOLOGIES THAT WILL SHAPE HOW WE LIVE AND WORK IN THE FUTURE.
>> MY QUESTION IS WHY SHOULD WE ONLY BE LOOKING AT TECHNOLOGIES ? >> I SUGGEST THAT WE SHOULD BE
LOOKING AT INNOVATIVE AND TRANSFORMATIVE WAYS THE CITY
DOES BUSINESS PARTICULARLY WITH INTERFACING WITH NEIGHBORHOODS AND RESIDENTS. TECHNOLOGIES MIGHT LEAD US DOWN
THE WRONG PATH OR TO A DEAD END WHERE WAYS OF DOING
THE WRONG PATH OR TO A DEAD END WHERE WAYS OF DOING BUSINESS MIGHT ACTUALLY MEET THE NEEDS
OF THE PEOPLE. SECONDLY, THE PARAGRAPH RIGHT BELOW THAT IS TO IMPLEMENT A CITYWIDE CONSTITUENT
RELATIONSHIP MANAGEMENT SYSTEM TO BETTER COORDINATE AND RESPOND TO RESIDENTS NEEDS.
IF THE SAN JOSE THREE ONE ONE PLATFORM IS REGARDED AS THAT
RELATIONSHIP MANAGEMENT SYSTEM ,I WOULD SAY THAT’S WRONG THAT THE THREE ONE ONE APP IS MERELY
A PLATFORM TO RECEIVE INPUT FOR CITY ACTIONS. >> IT’S NOT A RELATIONSHIP MANAGEMENT SYSTEM. >> A RELATIONSHIP MANAGEMENT
SYSTEM WOULD ACTIVELY ENGAGE CITY STAFF WITH RESIDENTS TO MEET RESIDENTS NEEDS AND BUILD
A FUNCTIONAL RELATIONSHIP FOR SOLVING PROBLEMS BACK TO THE COMMITTEE.
THANK YOU TO ANY OF MY COLLEAGUES WANT TO JUMP IN. >> I’LL MAKE A MOTION TO ACCEPT STAFF REPORT AND I’LL SECOND IT. >> OK, GREAT.
WE HAVE A MOTION FOR SECOND. LET ME JUST SEE IF WE HAVE COMMENTS AND I APOLOGIZE. >> MY FIRST TIME CHAIRING A
MEETING IN PERSON. OK, MAYOR WOULD YOU LIKE TO
SHARE I’D LIKE TO OH HERE WE GO . >> THERE’S THE BUTTON OVER THERE ON THE LEFT.
OK I GOT IT OK FABULOUS. >> OK THANK YOU. FIRST I JUST WANTED TO SAY CONGRATULATION ON THE SUCCESS
OF THE THREE P0 INITIATIVE. >> I THINK THIS IS REALLY DEMONSTRATIVE WHAT CAN HAPPEN WHEN YOU GET GOOD PEOPLE
WORKING HARD TOGETHER AND PUSHING TOGETHER AND IT’S IT’S REALLY DRAMATICALLY IMPROVED OUR PERFORMANCE AND I’M JUST
GRATEFUL FOR EVERYBODY MAKING THIS EFFORT AND PARTICULARLY I THINK IT WAS ROB WHO NUDGED ME I DON’T KNOW PROBABLY TWO OR
THREE BUSINESS CYCLES ARE BUDGET CYCLES TO GO AND SAID HEY, WE REALLY NEED TO INVEST IN PROJECT MANAGEMENT.
AND I THINK THAT THAT EFFORT EVENTUALLY FUNDED GOT THIS THING WRONG AND I JUST WANT TO SAY THANK YOU.
>> I THINK THAT THIS IS A GREAT, GREAT THING AND THE RIGHT THING TO DO. >> UM, HAD A VERY QUICK QUESTION I GUESS PROBABLY FOR
CHARLIE ABOUT THE THE UH I KNOW THERE WERE A LOT OF PROJECTS AND IT’S JUST IT JUST FLASHED IN FRONT OF OUR EYES BUT PARTICULARLY THE COMMUNITY WI-FI.
>> I UNDERSTAND WE’VE CERTAINLY GOTTEN THE THREE HIGH SCHOOL AREAS IMPLEMENTED.
>> UH, AND I WAS UNDER THE IMPRESSION THAT WE’D HAVE A COUPLE MORE AROUND THIS TIME
THIS YEAR. COULD YOU TELL US SORT OF WHERE WE’RE AT WITH THE REMAINING HIGH SCHOOL AREAS?
YEAH, I THINK I CAN HELP OUT ON THAT ONE. SO WE’VE BEEN WORKING WITH OUR LIBRARY AND LIBRARY HAS BEEN A
LEADER ON THE DIGITAL INCLUSION EQUITY WORK. OK, THERE HAVE BEEN SOME DELAYS ON THAT PROJECT REASSIGNMENT
OF A CONTRACT THAT CAME TO COUNCIL AND WAS APPROVED AND THEN THERE ARE THREE ADDITIONAL
BUILDS ONE OF VERY LARGE INDEPENDENCE IN TERMS OF THE PHYSICAL SPACE I THINK ALL
THOSE ARE DUE FOR EARLY TWENTY TWENTY THREE. BUT WE’LL COME BACK TO YOU WITH YOUR OFFICIAL DATES.
WE ARE ON TRACK AND THEY HAVE BEEN UPDATED AND THEY CHANGED COLOR BECAUSE THOSE MITIGATIONS HAVE BEEN PUT INTO PLACE TO ADDRESS THE DELAYS SUPPLY CHAIN
ISSUES, CONTRACT ISSUES THAT WE RAN INTO AND I THINK ACTUALLY AND GRYBOWSKI MIGHT BE ON YEAH.
>> SO SHE HAS HER HAND UP. >> SHE WANTS TO COMMENT.
MAYOR, THANK YOU SO MUCH. ANN GRYBOWSKI, DIVISION MANAGER WITH THE PUBLIC LIBRARY OVERSEEING DIGITAL EQUITY INITIATIVES.
I’M ACTUALLY REALLY EXCITED TO TELL YOU THAT JUST TODAY WE LEARNED THAT THE INDEPENDENT NETWORK AREA AS WELL AS THE
ANDREW HILL ATTENDANCE AREA ARE AT NINETY NINE PERCENT COMPLETION ON THE INSTALLATIONS AND WE’LL MOVE INTO FINAL
TESTING AND PUBLIC BENEFIT NEXT WEEK. >> SO TWO OF THE THREE ATTENDANCE AREAS THAT WERE IN
FLIGHT ARE ACTUALLY COMING IN FOR LANDING. WE ARE FACING SOME SUPPLY CHAIN ISSUES THAT WILL LEAD US TO
CLOSE OUT GROWTH ON SCHEDULE BUT OF COURSE WE WOULD HAVE LIKED THEM TO BE LEZOTTE ALREADY AND MT. PLEASANT AND
SILVER CREEK WHICH ARE THE FINAL TWO NETWORKS IN OUR
PORTFOLIO ARE IN PROCUREMENT NOW AND WE’RE ACTUALLY ABOUT TO AWARD A CONTRACT FOR MT. PLEASANT.
SO WE’RE QUICKER THAN PROCUREMENT AND THOSE WILL BE CLOSED OUT IN THE EARLY PART OF TWENTY TWENTY THREE BUT WE
ARE WELL ON AND EXCITED TO GET THOSE CLOSED OUT. >> THAT’S GREAT AND THANK YOU
WITH REGARD TO ANDREW HILL AND OPINIONS IT SOUNDS LIKE WE ARE LIKELY TO GET THOSE UP AND
RUNNING BY THE TIME SCHOOL STARTS AT FAIR TO SAY IT IS FAIR TO SAY THE NETWORKS WON’T
BE OPTIMIZED BY THE TIME SCHOOL STARTS SO WE CAN’T GUARANTEE FULL PERFORMANCE AND WE’LL STILL BE TINKERING WITH
INTENDED DIRECTIONS AND THINGS LIKE THAT TO MAKE SURE THAT EVERYONE GETS THE BEST SERVICE BUT THEY WILL BE THEY WILL BE
OPEN AS WE GO INTO FINAL OPTIMIZATION NETWORKS WILL BE PUBLIC AND PEOPLE WILL BE ABLE TO USE THEM.
>> THAT’S GREAT NEWS THAT A RECALL THOSE A REALLY LARGE CATCHMENT AREAS I THINK WHERE ANOTHER 70 80 THOUSAND PEOPLE THAT RIGHT THEY ARE WE’RE
LOOKING AT APPROXIMATELY FIVE HUNDRED AND SIXTY FOUR ACCESS POINTS AND I CAN COME BACK TO
YOU ON THE FINAL POPULATION THAT SHOULD BE SERVED BY THOSE. BUT THEY ARE SIGNIFICANT AREAS OF THE CITY. >> OK, WONDERFUL.
REALLY LOOK FORWARD TO SEEING US UP AND RUNNING. THANK YOU.
GREAT. THANKS MAYOR. THEIR HANDS I HAD A QUICK QUESTION FIRST I WILL ECHO MAYOR LAKOTAS CONGRATULATIONS
TO THE TEAM CLEARLY COME A LONG WAY IN IMPROVING HOW WE MANAGE PROJECTS TO ENSURE THAT WE DELIVER VALUE TO THE COMMUNITY.
SO I THINK THAT’S SOMETHING VERY MUCH WORTH CELEBRATING. I DID WHAT JUST FOR MY OWN CLARIFICATION ASK A LITTLE MORE
ABOUT THE DASHBOARD AND THE IMPROVEMENTS YOU’LL BE MAKING
LOOKING AT SLIDE 13, CAN YOU REMIND ME WHAT THE DIFFERENCE IS BETWEEN VALUE AND IMPACTS
AND THEN IF IT’S HELPFUL FOLLOW ON QUESTION IS SPECIFICALLY FOR VALUE. I’M NOT SURE HOW MUCH THE
COMMUNITY CARES TO DIG IN TO THE DETAILS OF SCOPE AND BUDGET
AND SCHEDULE BUT HOW WE MEASURE VALUE AND I THINK IS IS
IMPORTANT FOR US AS COUNCIL MEMBERS AND I’M NOT SURE HOW MANY MEMBERS OF THE COMMUNITY LOOK AT THIS DASHBOARD BUT I’M
JUST TRYING UNDERSTAND HOW WE SIMPLY EXPRESS WHAT WE THINK THE VALUE IS AND THEN CLOSE THE
LOOP LATER AND SAY WELL WE ACTUALLY DELIVERED IT OR WE DELIVERED EIGHTY PERCENT OF IT OR WE DELIVER TWENTY PERCENT OF IT.
>> SO WE NEED TO LEARN WHAT WENT WRONG BASICALLY. THANK YOU CHAIRMAN COUNTERCOUP,
CHIEF INFORMATION OFFICER VALUE IS TODAY’S BEING MEASURED BY THE INTERNAL CUSTOMER .
SO WHAT THE DEPARTMENT THINKS THAT IS FOR THEM WHAT WE’RE NOT
CAPTURING TODAY IS THE VALUE TO THE PUBLIC AND IN OTHER WORDS DON’T GIVE AN EXAMPLE IF WE ARE UPGRADING OUR DATABASE IT’S
THIS IS NOT SOMETHING THAT THE PUBLIC WILL SEE OR FEEL IS GOING TO IMPROVE PERFORMANCE.
SO THE VALUE MIGHT BE HIGH TO THE INTERNAL USER BUT WE NEED TO FIND A WAY TO THEN EXPLAIN
THIS INFORMATION TO THE PUBLIC WHAT IT MEANS SOMETHING TO THEM SO THEY CAN UNDERSTAND WHAT WE’RE DOING SOMETHING TO IMPROVE COMMUNITY SERVICES OR
MAKE THINGS FASTER OR MORE ACCURATE OR ANYTHING LIKE THAT. SO THIS IS REALLY THE MAIN CHANGE THAT WE WANT TO IMPLEMENT. THE NEXT PHASE IS HOW CAN WE
TRANSLATE THE TECHNICAL LANGUAGE INTO A PUBLIC LANGUAGE THAT PEOPLE CAN RELATE AND FEEL THAT WE’RE DOING SOMETHING
MEANINGFUL TO IMPROVE THE LIVES RIGHT THERE SHOULD BE SOME I HATE TO USE THE WORD TRICKLE
DOWN EFFECT BUT THERE SHOULD BE SOMEWHERE DOWN THE LINE IT CREATES A PUBLIC VALUE EVEN IF WE’RE MAKING INTERNAL INVESTMENTS AND TERMS.
REMEMBER, JUST BECAUSE OF THE HISTORY THE VALUE IS BUSINESS VALUE IMPACT ACTUALLY CAME FROM
YOUR MEMO THAT WAS ADOPTED BY APPROVED BY THE COMMITTEE AND THAT’S SUPPOSED TO TRANSLATE IT INTO HOW THIS TOUCHES THE
COMMUNITY AND HOW THIS WOULD BE IMPORTANT TO THEM. WE HAVE TO GET BETTER AND BETTER AT THAT LANGUAGE. SO IT’S IT’S IT’S NOT COMING QUICKLY OR NATURALLY BUT WE’LL
KEEP WORKING ON IT. >> OK, I REMEMBER THE CONVERSATION LAST YEAR AND I
COULD SEE PEOPLE BEING CONFUSED BETWEEN VALUE AND IMPACT. THEY FEEL VERY SIMILAR. I THINK IT’S PROBABLY FAIR TO
SAY THERE’S AN INTERNAL FACING VALUE THAT THAT WERE VERY ACUTELY AWARE OF BECAUSE IT AFFECTS OUR DAY TO DAY
OPERATIONS AND THERE’S HOW DO WE PUT IN SIMPLE TERMS WITH WHAT THE PUBLIC VALUE IS WHICH COULD BE A SAVINGS TO
TAXPAYERS, IT COULD BE FREEING UP STAFF TIME TO DO OTHER THINGS WHATEVER WHATEVER IT MIGHT BE.
SO THAT SO WHAT IS THE TIMELINE FOR FOR YOUR SOUNDS LIKE YOU’LL BE IMPROVING HOW WE WANT TO
COMMUNICATE. WE HAVE ALREADY STARTED THE CONVERSATION AND WE’RE HOPING
WITH THE NEXT ACTIVITY BY THE NEXT TWO MONTHS BUT HOPEFULLY BY THE NEXT UPDATE WHICH WE UPDATED MONTHLY. SO WE’RE HOPING TO MAKE GRADUAL
IMPROVEMENT OVER THE NEXT COUPLE OF MONTHS TO TO GET IT TO WHERE WE NEED IT TO BE ALSO MAKES SENSE. GOOD TO BE ITERATIVE GO .
ALL RIGHT. THANK YOU. ANY OTHER COMMENTS FROM MY COLLEAGUES? >> YES OF COURSE TO FOLLOW YOUR
COLUMN ON IMPACTS IS MEANT TO BE IMPACTS TO THE COMMUNITY BUT IT LOOKS TO ME LIKE THAT COLUMN RIGHT NOW IS STATUS OF PROJECT RIGHT.
>> SO IT’S ONE WE HAVE TO FIX OR SO AT SOME POINT IT’LL BE US IT’LL BE IMPACT NOT JUST AS A
AS A COLOR CODE BUT WITH SOME SPECIFIC ENUMERATED IMPACTS THAT THE COMMUNITY SEES FROM THE FROM THAT. >> YEAH.
SO A COUPLE EXAMPLES OF COUNCIL MEMBER QUINN WOULD BE SAVINGS
PROGRAM IMPROVEMENTS RESPONSE. WE HAVE SOME FEEDBACK FROM THE COMMITTEE IN TERMS OF FOLLOW THROUGH AND FOLLOW UP. BUT WHAT THESE INVESTMENTS
ACTUALLY WOULD BE FELT IN THE COMMUNITY WE’RE GOOD AT GETTING
UPDATES FROM FROM THE TEAMS ON HERE’S HOW IT’S IMPROVING OUR PROCESS AND FOR STAFF PRACTICING THAT LANGUAGE OF COMMUNITY IMPACT, THIS IS
ONE OF THE IMPROVEMENT AREAS THAT WE HAVE IDENTIFIED FOR THE OCTOBER TWENTY TWO UPDATE. >> I WOULDN’T SELL SHORT ALSO
THAT VALUE STATEMENT I MEAN THE FACT THAT PRESUMABLY OUR STAFF ARE HAVE INITIATIVES THAT ARE
BEING DONE BECAUSE THEY HAVE VALUE TO THE COMMUNITY. I MEAN I HOPE THAT WE’RE NOT WE DON’T HAVE STAFF. >> WE’RE DOING THINGS FOR OTHER
REASONS. SO IF IT’S MAKING IT HAVING AN IMPACT ON THE WAY THEY CAN PERFORM THEIR JOB ON THE
EFFECTIVENESS OF THAT ROLE, PRESUMABLY THAT’S THAT’S AN EFFECT TO THE COMMUNITY. >> SO WE SHOULD BE ABLE TO I
THINK COME UP WITH A MEASURE THAT SORT ENCAPSULATES BOTH OF THOSE THINGS. >> YEAH.
AND JUST GETTING THE NARRATIVE RIGHT SO IT’S MEANINGFUL. >> YEAH.
ELSE OK MALLIKA SORRY TO COME BACK BUT SINCE WE’RE ON THIS SLIDE I COULDN’T HELP BUT NOTICE THE DEVELOPMENTS THIS
PROGRESS UM CLEARLY A VERY
HOPEFUL STATEMENTS MADE UNDER THE IMPACT COLUMN NOT OVER HALF OF THE PLANNING PERMITS AND
OVER 80 PERCENT OF BUILDING PERMITS WOULD BE AVAILABLE ONLINE WHEN WHEN DOES THAT
HAPPEN? UH, I’M SORRY. CAN YOU REPEAT THE QUESTION AGAIN? YEAH, IN TERMS OF GETTING TO
THIS GOAL, THE STATEMENT ON THIS SLIDE UNDER DEVELOPMENT SERVICES TRANSFORMATION IS THAT
WHEN STATE PERMITS TWO POINT ONE IS WHEN THAT’S RELEASED THEN WE’RE GOING TO REACH THIS
PRETTY AMBITIOUS METRIC. WE’RE OVER HALF OUR PLANNING PERMITS MORE THAN 80 PERCENT OF OUR BUILDING PUBLIC WORKS
PROJECTS WILL BE ABLE TO BE ACCESSED ONLINE TO BE ABLE TO APPLY FOR ONLINE.
>> NOW THE THE THE PORTAL FOR THIS ONE WILL IMPROVE HOW THE PUBLIC CAN REQUEST SERVICES RIGHT. SO IT’S KIND OF CONVOLUTED AND
WE’RE HOPING BY SIMPLIFYING THE PROCESS FOR APPLYING OR MAKE IT MORE MEANINGFUL FOR THEM TO APPLY, I GET ALL THAT.
>> MY QUESTION IS WHEN OH WE WERE SUPPOSED TO GO LIVE IN AUGUST END OF AUGUST BUT WE
ENCOUNTERED SOME CONCERNS FROM THE DEPARTMENT RELATED TO USABILITY OF THE INTERFACE. YEAH.
SO WE DECIDED TO TAKE A QUICK STEP BACK TO REASSESS WHETHER THIS IS THE BEST WAY TO IMPLEMENT THE DASHBOARD OR NOT.
SO WE WILL GET BACK TO YOU ON THIS ONE. BUT WITHIN AUGUST WE’RE GOING TO REDEFINE WHAT WOULD BE THE NEW SCHEDULE TO RELEASE THE THE NEXT UPDATE.
>> OK, BECAUSE I KNOW THAT’S SOMETHING THAT A LOT OF FOLKS IN THE COMMUNITY WOULD BE VERY INTERESTED IN. WE’D JUST LIKE TO BE ABLE TO BROADCAST IT RELIABLY. ABSOLUTELY GREAT.
THANK OK. >> IF THERE’S ANY OTHER COMMENTARY FROM THE COMMITTEE, WHY DON’T WE VOTE? >> OH I’M SORRY.
ACTUALLY I DON’T THINK WE’VE HAD A MOTION YET TO ACCEPT THE
REPORT SAID NO I THINK OH YEAH YEAH I’M SORRY OUR COLLEAGUES ONLINE TOOK CARE OF THAT AT THE VERY BEGINNING.
>> YES WE DID GREAT. THANK YOU SO MUCH.
LOTS OF LIZCANO I DON’T I ACTUALLY I’M GOING I AND MAN BY
OK GREAT WE’LL DO OUR SECOND REPORT AND THE DRIVEN INTRO YOU WANTED TO GO FOR I THINK YOU MENTIONED WHAT IT IS. YES JUMP IN.
YEAH JUST A QUICK INTRO SO SEND US A THREE ONE ONE SERVICE THAT SPANNED MANY DEPARTMENTS KHALID
HERMANN’S ITANO THIS IS OUR STATE THREE ONE ONE PRODUCT PROJECT MANAGER AND JAMES DOBSON, OUR FIRE MARSHAL ARE GOING TO PRESENT.
WE ACTUALLY HAVE A LOT OF LEADERS FROM ACROSS CITY DEPARTMENTS AND ALL THE SERVICE
WITH SERVICES FROM RESPECTIVE DEPARTMENTS AND THEY’RE AVAILABLE TO ANSWER ANY QUESTIONS ON THE NEW SERVICES PERFORMANCE AND IMPACTS OF THE
IMPROVEMENTS. SO THIS IS REALLY A TEAM EFFORT AND THEN LEADING US OFF THIS
COLLEGE. GOOD AFTERNOON.
TOPIC CHIEF INFORMATION OFFICER . >> WE ARE HERE TO PRESENT THIS TO YOU IN ONE STATUS UPDATE REPORT.
OUR PRESENTATION WILL COVER LET ME JUST GET THIS MIKE ON OUR PRESENTATION WILL COVER THREE
AREAS ONE SERVICES DELIVERY IMPROVEMENTS, SERVICE ACCESSIBILITY AND EQUITY AND NEW SERVICES ADDED TWO THREE
ONE ONE. THE INFORMATION ON THE SCREEN PROVIDES AN OVERALL STATUS OF THE THREE AND ONE PUBLIC ADOPTION AND SERVICE
PERFORMANCE SINCE JULY TWENTY NINETEEN OVER ONE HUNDRED THOUSAND CUSTOMERS SUBMITTED MORE THAN SIXTY SIX HUNDRED FIFTEEN THOUSAND REQUESTS
THROUGH THREE ONE ONE WEBSITE AND MOBILE APP. THIS NUMBER DOES NOT INCLUDE ANONYMOUS REQUESTS SUBMITTED BY
UNREGISTERED USERS LAST YEAR OVER SIXTY THREE THOUSAND REGISTERED CUSTOMERS USE OUR
THREE ONE ONE SYSTEM WHICH IS ABOUT FIFTY NINE PERCENT INCREASE FROM THE PREVIOUS YEAR
ALSO GOOD TO VERY GOOD CUSTOMER SATIS SURVEYS INCREASE THE SIXTY FOUR PERCENT FROM FIFTY FIVE PERCENT THE
YEAR BEFORE THE PUBLIC ADOPTION TREND OF THE THREE ONE ONE SERVICE IS VERY ENCOURAGING AND WE LOOK FORWARD TO INCREASING
THE ADOPTION AND SATISFACTION RATE THIS YEAR I WILL TURN IT OVER TO VERMONT MONTAGNARD TO
CONTINUE THE PRESENTATION. GOOD AFTERNOON MAJOR CHAIRPERSON COMMITTEE MEMBERS
AND MEMBERS. MY NAME IS SEDANO. I AM A PRODUCT PROJECT MANAGER
WITH ITV AND THIS IS LIKE I WOULD LIKE TO SHOW YOU ONE OF THE METRICS KEY METRICS THAT WE USE IN SIDBURY ONE ONE TO
ENSURE THAT SERVICES ARE DELIVERED WITH QUALITY. WHAT YOU SEE HERE IS THE SERVICE PERFORMANCE TO
RESOLUTION TARGET AND AS WE CAN SEE WE MEASURE THE PERCENTAGE
OF SERVICE REQUESTS THAT ARE DELIVERED WITHIN THE RESOLUTION TIME. THOSE NUMBERS CAN BE SEEN AND
YOU CAN SEE THE COLORS FOR THE NUMBERS THAT MAITSKI EIGHTY
PERCENT OR HIGHER THE NEXT. >> I WOULD LIKE TO PROVIDE AN UPDATE ON THE FOUR SERVICES SHARED PROCESS IMPROVEMENT
PLANS BACK IN DECEMBER OF TWENTY TWENTY ONE. >> I WILL START WITH VEHICLE
ABATEMENT. >> DURING THE LAST QUARTER WE HAVE SEEN A THREE PERCENT
DECLINE IN A NUMBER OF VERY BAD AND BAD RATINGS FOR THE SERVICE . METRICS INDICATE THAT WHEN A
VEHICLE IS IS INVESTIGATED FIFTY SIX PERCENT OF RESIDENTS RATED SERVICE AS VERY GOOD AND
THE VEHICLE IS TOTAL EIGHTY EIGHT PERCENT OF RESIDENTS WILL GIVE US THAT RATING. HOWEVER, WHEN THE VEHICLE DOES
NOT QUALIFY FOR AN INVESTIGATION RESIDENTS WILL RATED SERVICE AS VERY BAD.
>> ABOUT NINETY THREE PERCENT OF THE WHAT HAS BEEN DONE TO
IMPROVE CUSTOMER EXPERIENCE THIS YEAR WE WILL ADD UP FRONT AUTO EXAMPLES TO THE EXISTING
ASPECIFIC CONDITIONS THAT A TICKET NEEDS TO BE MADE IN ORDER TO BE INVESTIGATED. >> WE WILL DO THAT IN THE WEB
AND MOBILE APP. WE ARE ALSO WORKING BEING A MULTI DEPARTMENTAL APPROACH TO ADDRESS VEHICLE COMPLAINTS THAT
GO BEYOND THE STANDARD. YOU SAW THAT IN THE PREVIOUS PRESENTATION THAT IS PART
OF BEAUTIFIES SARKOZY BE CALLED NEXT. I WOULD LIKE TO GO TO
POTHOLDERS SERVICE DELIVERY IMPROVEMENT ON POTHOLES CAN BE SEEN THAT IN THE LAST FOUR
QUARTERS BERRYESSA SATISFACTION FOR THE SERVICE HAS INCREASED BY FIVE.
ALSO FOR THIS SERVICE. NINETY PERCENT OF REQUESTS MET FOR AROUND PRIME TARGETS.
>> WHAT ACTION WERE TAKEN TO GET TO THIS POINT? WE WORK VERY CLOSELY WITH THE SERVICE DELIVERY GROUP AND WE UPDATE MESSAGING PART
OF SARKOZY DRIVEN ONE BY MAKING THOSE ADJUSTMENTS BY LOOKING INTO THOSE MESSAGES FROM THE
DIRECT PERSPECTIVE WE SAW THAT THE RESIDENTS HAD A BETTER CUSTOMER EXPER AND OTHERS
IN THE DEPARTMENT DID. THEY MIGRATED THEIR DATABASE TO UNITY BACK IN JUNE.
>> TWENTY TWENTY TWO. I WOULD LIKE TO GO NOW TO A STREET LIGHTS OUTAGE THAT IS ANOTHER SERVICE TO PROVIDE A SERVICE IMPROVEMENT PLAN BACK
IN DECEMBER OF LAST YEAR. IT STILL LIES ALL THIS HAS SEEN A FOUR PERCENT IMPROVE IN
CUSTOMER SATIS IN THE LAST FOUR CALL. THE SERVICE HAS SEVENTY THREE
PERCENT OF REQUESTS MEETING
TURNAROUND TIME WHAT ACTION WE ARE TAKING TO GET TO THIS POINT. SIMILARLY TO THE PREVIOUS ONE
WE HAVE ADDED MESSAGING THAT WE SENT A SUPPOSITORY ONE ONE WE
EXPLAINED RESIDENTS ABOUT SOME COMPLICATED REPAIRS TAKING MORE TIME TO BE ADDRESSED AND WE ARE
ALSO INCLUDE A PHONE NUMBER THAT THEY CAN CALL IN CASE THEY HAVE ANY QUESTION AND ACTION
COMING UP THIS YEAR THIS DEPARTMENT WILL HAVE THEIR DATABASE MIGRATED TO COMMUNITY BY DECEMBER TWENTY TWENTY TWO
WHAT IMPACT WITH WE WILL SEE OUT OF THIS MIGRATION NO ONE WORD BEEN DONE BY FOLKS BY
EMPLOYERS ON THE FIELD. I WILL HAVE NOTES THAT WILL BE SENT TO RESIDENT.
SO IF FOR EXAMPLE A SERVICE REQUEST REQUIRED WORKING WITH
ANOTHER ENTITY SUCH AS E.G. THAT INFORMATION WILL BE AVAILABLE TO THE RESIDENT SO THAT HE OR SHE WILL KNOW THAT
THE TICKET MIGHT TAKE LONGER
THE ORIGINAL PLAN ANOTHER SERVICE THAT I WOULD LIKE TO MENTION IS MISS COLLECTIONS UH MISS COLLECTIONS.
THEY HAD A TEN PERCENT CUSTOMER SATIS
IMPROVEMENT IN THE LAST QUARTER . WE STILL HAVE MORE WORK. UH, I THINK ANY OTHER SERVICE AND IN THE YEAR TWENTY TWENTY
TWO WE WILL BE DOING THE FOLLOWING ORDERS FOR THE SERVICE.
UH WE WILL MAKE UPDATES AND THE USER INTERFACE WE WILL UPDATE SOME OF THE AUTOMATED EMAIL
COMMUNICATIONS THAT WE SENT TO RESIDENTS. WE WILL PROVIDE BETTER GUIDANCE
TO RESIDENTS IN ABOUT HOW TO SET OUT THEIR ITEMS WHEN THEY NEED TO BE COLLECTED AND WE WILL PROVIDE MORE INFORMATION
ABOUT DATES OF SCHEDULED SERVICES.
UH, NEXT I WOULD LIKE TO GO TO THE NEXT ITEM WHICH HAS TO DO WITH SERVICE IMPROVEMENTS FOR
EQUITY AND ACCESSIBILITY. ONE OF THE FIRST STEPS THAT WE
HAD TO TAKE WAS TO IDENTIFY WHAT AREAS OUR UNDERSERVED
COMMUNITY LEAVE AND THE MAP THAT YOU CAN SEE THERE BASICALLY SHOW THAT DARKER AREAS INDICATE THAT WE HAVE A
HIGHER NUMBER OF PEOPLE OF COLOR AND LOWER INCOME LIVING IN THE NEIGHBORHOOD.
>> ONCE THIS UH THIS MAP WAS USED AS A REFERENCE THE COMMUNICATION TEAM THAT WE
PARTNERED WITH IT STARTED A MARKETING CAMPAIGN UM THAT INCLUDED GOOGLE ADS, EMAILS TO
NEIGHBORHOOD ASSOCIATIONS, EMAILS TO LOCAL COMMUNITY BASED ORGANIZATIONS ALSO CALLED CPU’S
AND LIFE COMMUNITY OUTREACH EVENTS. THE FLIER THAT YOU CAN SEE THERE OR OR THEY CAN OUT THEY
WERE PRINTED IN THE LANGUAGES THAT YOU CAN SEE THERE. THEY HAVE BEEN DISTRIBUTED AND
WE HAVE JOINED THE COMMUNITY EVENTS SUCH AS THE NATIONAL LAYOUT WE HAVE ABLE TO HAND OUT
AND THOSE WILL BE A GOOD REFERENCE FOR RESIDENTS TO BE
AWARE ABOUT COMMUNITY OUTREACH, WE WORK WITH SOME GROUPS.
ONE OF THEM WAS BAD WHO GAVE US A I WOULD SAY A GOOD FEEDBACK
AS YOU CAN SEE THERE ON THE SIDBURY REQUEST FROM UNDERREPRESENT COMMUNITIES.
THESE ARE METRICS THAT WE ARE TRACKING NOW AND REPORTING ON IN THE LAST THREE QUARTERS.
TWENTY FIVE PERCENT UM WE SAW TWENTY FIVE PERCENT INCREASE IN THE NUMBER OF SERVICE REQUESTS COMING FOR THOSE
UNDERREPRESENT COMMUNITIES. THAT’S USERS FROM
UNDERREPRESENT COMMUNITIES. WE THOUGHT THAT THE NUMBER OF , UH, USERS DECREASED UH FOR ALL
COMMUNITIES. WE SAW A DECREASE OF THREE POINT FOUR PERCENT FOR THE
UNDERREPRESENT COMMUNITIES THE DECLINE WAS AT THREE PERCENT. UH, THIS IS THIS POLICY A PATTERN AND CERTAINLY SOMETHING
THAT WE CONTINUE TO USE AS A
REFERENCE SERVICE REQUEST IN SPANISH AND VIETNAMESE. THESE ARE THE SERVICE REQUESTS
THAT USE THE THE LANGUAGE TRANSLATION THAT WAS
IMPLEMENTED IN SIDBURY ONE ONE IN THE LAST THREE QUARTERS WE HAVE SEEN A TWENTY TWO POINT
THREE PERCENT INCREASE IN A NUMBER OF SERVICES REQUESTS RECEIVED RECEIVED IN SPANISH
AND VIETNAMESE. AND WE NEED TO TAKE INTO CONSIDERATION THAT THE MARKETING CAMPAIGN WAS LAUNCHED
IN APRIL OF THIS YEAR. WE HAVE STARTED TRACKING A NEW METHOD WHICH IS CALLED
ACCESSIBILITY METRIC. UH, WE HAVE IMPLEMENTED A TECHNOLOGY CALLED GOOGLE
ANALYTICS THAT TECHNOLOGY ALLOWS US TO TO TRACK THE NUMBER OF WEB VISITORS IN THIS
PARTICULAR CASE WE ARE TRACKING THE NUMBER OF TIMES THAT RESIDENTS USE OR USERS USE THE
LINK ON DISCIPLING UH IS UH HELPS SIGHTED USERS WITH MOBILITY ISSUES TO GET TO THE
MAIN CONTENT WITHOUT HAVING TO TYPE THROUGH THE ENTIRE NAVIGATION STRUCTURE ON THE
SCREEN IF NOT DONE, IT WILL BE A BARRIER TO RESIDENTS WITH
DIFFERENT ABILITIES. NOW I WOULD LIKE TO MENTION THE NEW SUPPOSEDLY ONE ONE SERVICES
THAT ARE BEING ADDED TO THE WEB A MOBILE WE HAVE ADDED FIVE NEW
SERVICES BETWEEN THE MONTH OF MARCH AND JULY OF THIS YEAR .
I CLICK IN THE MONTH OF SEPTEMBER WE WILL BE ADDING ONE WHICH IS CALLED RENT
REGISTRY PENNEL PORTAL. THE TEAM WILL BE WORKING IN TWO KEY INITIATIVES RELATED TO
BEAUTIFIES OUSA THOSE WILL BE IN CAMPAIGN MANAGEMENT AND
VEHICLE BLIT NEXT I WOULD LIKE TO PASS THE CONTROL TO JAMES DOBSON, DEPUTY FIRE CHIEF.
GOOD AFTERNOON CHAIRPERSON MEHAN MAYOR LICCARDO VICE MAYOR
JONES AND COUNCIL MEMBERS IN ATTENDANCE. >> I’M JAMES DOBSON, DEPUTY
CHIEF AND FIRE MARSHAL FOR THE SAN JOSE FIRE DEPARTMENT, THE SAN JOSE FIRE DEPARTMENT IN
COLLABORATION WITH STAFF FROM THE SAN JOSE POLICE DEPARTMENT PLANNING BUILDING AND
CODE ENFORCEME THE CITY MANAGER’S OFFICE, CITY ATTORNEY’S OFFICE AND CDI TI
WORKED ON BEHALF OF COUNCIL TO PRESENT THE TWENTY TWENTY TWO FIREWORKS, EDUCATION AND
ENFORCEMENT CAMPAIGN FIREWORKS CAMPAIGN MESSAGING FOCUSED ON INCREASING PUBLIC AWARENESS
OF THE DANGERS AND RISKS OF USING ILLEGAL FIREWORKS AND ENCOURAGED RESIDENTS TO REPORT ILLEGAL FIREWORKS ONLINE
THROUGH THE NEW SAN JOSE A THREE ONE ONE REPORTING TOOL INCORPORATING ONLINE FIREWORKS
REPORTING INTO THE SAN JOSE REWON ONE TOOL IMPROVES ON THE PREVIOUS REPORTING PLATFORM IN
TWO SIGNIFICANT WAYS. >> FIRST, THE PLATFORM DOES NOT ALLOW INCOMPLETE REPORTS TO BE
SUBMITTED WHICH ENSURES THAT EVERY REPORT OF ILLEGAL
FIREWORKS IS ACTIONABLE. >> SECOND, REPORTING THROUGH THE SAN JOSE THREE ONE ONE PLATFORM ALLOWS USERS TO THE
OPTION TO CREATE AN ACCOUNT BEFORE SUBMITTING A FIREWORKS REPORT.
CREATING AN ACCOUNT ENABLES THE SAN JOSE THREE ONE ONE SYSTEM TO SEND UPDATES TO THE
SUBMITTER AS THE REPORT MAKES ITS WAY THROUGH THE CITY’S
CODE ENFORCEME REVIEW PROCESS . THE SYSTEM WILL ALSO ALERT THE REPORTING PARTY TO THE OUTCOME
OF THEIR SUBMISSION REGARDING WHETHER RESULTED IN THE ISSUANCE OF A WARNING LETTER
CITATION OR IF THE INFORMATION WAS USED IN THE CITY’S FIREWORKS SPOTTING MAPPING FROM
JUNE 1ST TO JULY 10TH OF THIS YEAR ONE THOUSAND THREE HUNDRED AND FORTY FOUR REPORTS WERE
SUBMITTED TO SAN JOSE THREE ONE ONE OF THOSE ONE HUNDRED AND FORTY THREE WERE DUPLICATES.
>> EVERY REPORT CONTAINED THE INFORMATION NECESSARY TO BE ACTIONABLE DURING THE TWENTY
TWENTY ONE FOURTH OF JULY REPORTING PERIOD ONE THOUSAND SEVEN HUNDRED AND SIXTY NINE
REPORTS WERE SUBMITTED BUT SEVENTY TWO OF THEM WERE
INCOMPLETE AND ON ACTIONABLE THOUGH WE SAW A SLIGHT LOWER NUMBER IN THE ONLINE REPORTS IN
TWENTY TWENTY TWO COMPARED TO TWENTY TWENTY ONE ONE HUNDRED PERCENT OF THE REPORTS THAT
WERE SUBMITTED WERE COMPLETE MARKING A SIGNIFICANT IMPROVEMENT IN THE CITY’S ABILITY TO BE RESPONSIVE TO
REPORTS OF ILLEGAL FIREWORKS. >> THE SAN JOSE THREE ONE ONE REPORTING TO ALSO ALLOWS RESIDENTS TO SUBMIT INFORMATION
ANONYMOUSLY WITHOUT CREATING AN ACCOUNT ABOUT ILLEGAL FIREWORKS . >> THIS INFORMATION IS NOT
ACTIONABLE BY CODE ENFORCEMENT BUT THE DATA IS UTILIZED FOR HOTSPOT DATA MAPPING THIS YEAR
ONE THOUSAND THREE HUNDRED AND TWENTY EIGHT DATA POINTS WENT
INTO THE MAPPING. THESE MAPS WILL BE UTILIZED FOR TARGETED EDUCATION AND
ENFORCEMENT ACTIVITIES DURING THE TWENTY TWENTY THREE ILLEGAL FIREWORKS CAMPAIGN. THANK YOU.
I’LL TURN IT BACK OVER NOW I WOULD LIKE TO SUMMARIZE THE ACCOMPLISHMENT FROM THIS TALENTED TEAM ON ONE TEAM FOR THE YEAR OF TWENTY TWENTY TWO
NOW WE HAVE THE ABILITY TO DEPLOY NEW SERVICES FASTER AND AT A LOWER COST STARTING IN
MARCH OF THIS YEAR A NEW DATA ANALYST JOINED THE TEAM BACK IN APRIL OF THIS YEAR.
>> WE HAVE A FASTER CYCLE WITH THE SERVICE TEAM TO DEVELOP SERVICE AND WE HAVE A STRONG COLLABORATION WITH THE
COMMUNICATION OFFICE FOR MARKETING CAMPAIGNS. WE ALSO HAVE SEEN INCREASED COLLABORATION WITH COMMUNITY
OUTREACH PROGRAM. TO SUMMARIZE, WE HAVE FIVE NEW SERVICES ADDED AND WE HAVE ONE
MORE COMING IN THE MONTH OF SEPTEMBER. ALL OF THIS WAS POSSIBLE THANKS
TO THE COLLABORATION AND PARTICIPATION OF THE FOLLOWING
TEAMS FOR FEEDBACK WITH QUESTIONS PLEASE LET US KNOW.
AND HOWEVER I WOULD LIKE TO I WOULD LIKE TO LIST OF THE NAME EMAILS FOR THE SERVICE OWNERS
WHO CAN ALSO BE CONTACTED IN CASE THERE IS ANY QUESTION OF FURTHER THANKS. GREAT.
THANK YOU SO MUCH FROM AND AND JAMES AND CARLA APPRECIATE THE UPDATE. >> I THINK IT’S EXTREMELY
EXCITING THAT WE’RE BOTH ABLE TO LAUNCH NEW SERVICES FASTER AND THAT WE CAN BE SO DATA DRIVEN TO IMPROVE HOW WE’RE
ACTUALLY FULFILLING REQUESTS ON THE BACK END. SO I THINK THIS IS THIS IS REALLY EXCITING PROGRESS. WHY DON’T WE GO TO PUBLIC
COMMENT FIRST, PAUL ? YES. POSTER FROM THE HORSESHOE.
THANK YOU FOR YOUR COMMENTS COMING IN AND GOING ON OUR LAST
ITEM. I APPRECIATE THAT. SECONDLY, I’D LIKE TO ARE ALL COMMUNITIES AND UNDERREPRESENT COMMUNITIES
DEFINED LIKE WHAT IS THE DISTINCTION? >> HOW DO YOU DEFINE ALL COMMUNITIES AND THEN HOW DO YOU MAKE IT DISTINCT FROM
UNDERREPRESENT COMMUNITIES? >> WHAT DOES UNDERREPRESENTED COMMUNITY MEAN WITHIN THE
CONTEXT OF THIS CONVERSATION? >> THAT’S NUMBER ONE. NUMBER TWO EQUITY DEFINITION ANALYSIS NEEDED I NEED AN EQUITY DEFINITION THAT THE CITY
IS USING OBJECTIVELY SO I CAN SEE HOW YOU ARE APPLYING THAT PARTICULAR PRINCIPLE WITHIN THE
CONTEXT OF THIS CONVERSATION. >> NUMBER THREE, THE NUMBERS ARE DECEPTIVE AND HERE’S WHY
YOU’RE NOT BREAKING THIS DOWN BY ZIP CODE . WHAT I’D LIKE TO SEE IS YOU
BREAK DOWN THE PERCENTAGES OF HOW MANY CALLS YOU’RE RECEIVING, WHAT ZIP CODE YOU’RE RECEIVING THEM FROM, HOW MANY
TIMES DOES THE SAME PERSON MAKE THE PHONE CALL AND HOW DOES THAT AFFECT THESE NUMBERS
BECAUSE ALL OF THOSE ALL OF THOSE ISSUES THAT I JUST DESCRIBED NEED TO BE TAKEN INTO CONSIDERATION WHEN HAVING THIS
CONVERSATION. >> AND FOURTHLY LANGUAGE OK, I DON’T SPEAK SPANISH TODAY AND
YOU’RE GOING TO HEAR THIS UNTIL THE DAY I GO . I DON’T SPEAK SPANISH TODAY BECAUSE OF THE TREATMENT THAT
MY MOTHER AND FATHER RECEIVED AND SAN IS A UNIFIED SCHOOL DISTRICT IN OUR SCHOOL DISTRICT.
>> OK, THAT WAS THAT WAS SEVENTY YEARS AGO. >> OK, IT’S ABOUT TIME THAT
THIS CITY START PUTTING SOME PRIORITIZATION IN MAKING SURE THAT THERE’S A HUMAN BEING ON
THE OTHER END OF THAT LINE AND THAT HUMAN BEING IS FLUENT BOTH SPANISH AND ENGLISH. >> LET THE VIETNAMESE WORRY
ABOUT THEMSELVES. >> I’M CONCERNED ABOUT SPANISH SPEAKING BECAUSE SPANISH WAS AGAINST THE LAW.
>> IT IS AGAINST THE LAW TO SPEAK SPANISH IN THIS CITY SO I WANT NOW FROM NOW ON FOR A
HUMAN BEING TO BE ON MOLLY MY MOLLY MACLEOD, RESIDENT OF SAN JOSE WHO IS BOTH APPRECIATIVE OF THE WORK THAT
AN S.J THREE ONE ONE ACCESSIBILITY AND REMINDER IT WAS THE SPRING WE’RE CALLING IN
AND DID A CHECK AND FOLKS DIDN’T KNOW WHAT THAT THE ADA STOOD FOR AMERICANS WITH DISABILITIES ACT.
>> SO THERE’S PROGRESS AND I GOT TO GO THROUGH WITH ONE OF THE IT STAFF YESTERDAY THE
THE MOBILE APP AND PROVIDE SOME FEEDBACK WHAT DOESN’T YET EXIST
IS THE CAPABILITY OR TRAINING TO HAVE TRUSTED TESTERS DO THAT WORK THEMSELVES IN-HOUSE.
THERE ISN’T A CONTRACT AND THE RELIANCE UPON VOLUNTEERS TO CHECK IS IS SOMETHING THAT THE
10TH LARGEST CITY I THINK CAN DO BETTER. >> FOR EXAMPLE, CHRISTINE
FITZGERALD FROM SILICON VALLEY INDEPENDENT LIVING CENTER GAVE UP HER TIME LAST SUMMER AND THAT IS INCLUDED AS THE
SCREENWRITER EXAMPLE. >> I STILL DON’T KNOW THAT THAT THAT WILL WORK. I’M NOT SURPRISED THE SCHIP
SHOWS FEW PEOPLE BECAUSE WHY WOULD SCREEN MAJOR USERS GO TO THREE ONE ONE WENT TO PAST
EXPERIENCES AND BARRIERS. >> SO IT’S REALLY VITAL TO ACTUALLY HAVE THE OUTREACH TO
ORGANIZATIONS LIKE THIS CENTER WHICH PROVIDES RESOURCES OF BY
AND FOR PEOPLE WHO ARE BLIND OR
HAVE LOW VISION AND THE THAT’S ONE AREA OF ACCOUNTABILITY THAT IT BROUGHT UP IN DECEMBER OF HOW ARE YOU GOING TO TRACK
HOW THE ACCESSIBILITY OF WORK IS BEING DONE AND WHAT’S THE LEVEL OF EXPERTIZE TO MAKE SURE THAT WHAT LOOKS GREEN ISN’T RED
ON THE INSIDE AS A WATERMELON WHAT YOU COULD DO THAT IS ACTUALLY SET STANDARDS FOR ACCESSIBILITY KNOWLEDGE AND TO
ENSURE THAT BOTH STAFF AND CONTRACTORS HAVE THAT IN THE RELATIONSHIPS TO ENSURE THAT THE PEOPLE WHO NEED IT ARE SAYING IT WORKS.
>> THANKS BLAIR. ALL RIGHT. WE’RE BRAKEMEN HERE TO SIMPLY
NOTE THERE IS A MOBILITY COMMITTEE IN SAN DIEGO, CALIFORNIA THAT COULD BE
OF INTEREST OF YOURSELVES AND HOPEFULLY CAN HELP MOBILITY QUESTIONS THAT WERE BEING ADDRESSED.
>> THE PREVIOUS SPEAKER TO GIVE MY BEST SHOT TO SPEAK ABOUT THESE THINGS YOU KNOW, SAN JOSE
WAS DOING STUDY SESSIONS ABOUT THREE ONE ONE IDEAS YOU KNOW, WAY BACK IN TWENTY SEVENTEEN,
EIGHTEEN AND YOU KNOW, THEY WERE TRYING TO ADDRESS WHAT IS THE FUTURE OF COMMUNITY HEALTH HUMAN SERVICES IDEAS BEFORE THE
NEEDS OF MORE AND MORE LAW ENFORCEMENT. >> AND YOU KNOW THE POTENTIAL OF THE STUDY SESSIONS OF THREE
ONE ONE ARE JUST A LOT FROM SAN JOSE YOU’RE OFFERING SOME OF THEM TODAY HERE MOLLY
MCCLEOD OFFERED HOW THINGS CAN GROW. PAUL SORT OF OFFERED WAYS ASK QUESTIONS ABOUT EQUITY SO TO
HEAR INPUT FROM THE COMMUNITY AND THE PREVIOUS SPEAKER A
PREVIOUS CALLER ON THE PREVIOUS ITEM HE MENTIONED IDEAS OF WHAT EXACTLY THREE ONE ONE I THINK HE WAS TRYING TO ASK WHAT ARE
THE QUESTIONS OF HIS POTENTIAL IN HOW CITY STAFF WILL BE WORKING ON ITS ISSUES. SO I MEAN GOOD LUCK TO ALL
OF US HOW WE ARE ADDRESSING KIND OF JUST A PUBLIC COMMUNITY PROCESS AND WHAT THAT EXACTLY
CAN BE BECAUSE THE POTENTIAL HERE IS IS PRETTY INCREDIBLE WHAT IT CAN DO IN OUR FUTURE.
I THINK CITIES AROUND THE BAY AREA ARE UNDERSTANDING THIS AND WANTING TO EMULATE IT AND SO GOOD LUCK IN CONTINUING THESE
GOOD PRACTICES. WHAT CAN REALLY DEVELOP FROM THE THREE ONE ONE PROGRAM IN OUR FUTURE OF LEFT POLICING AND MORE COMMUNITY HEALTH AND HUMAN
SERVICES? >> THANK YOU CHRIS. HELLO.
I’M HAPPY TO HEAR THAT THE CITY OF SAN JOSE IS IMPLEMENTING THIS NEW VEHICLE BLIGHT OPTION.
>> THE ABANDONED VEHICLE OPTION HAS NOT WORKED IN MY COMMUNITY ON A NUMBER OF LEVELS MANY
FRUSTRATED RESIDENTS ACROSS THE CITY OF SAN JOSE ARE RELYING ON THAT APP FOR THREE ONE ONE APP
TO REPORT ILLEGAL PARKING AND INSTEAD OF THERE BEING A VEHICLE BLIGHT OPTION, PERHAPS THERE SHOULD BE AN ILLEGAL
PARKING OPTION. THE VAST MAJORITY OF BLIGHT VEHICLES ARE ILLEGALLY PARKED.
IF YOU HAD PEOPLE THE ABILITY TO RECEIVE INPUT ON ILLEGAL PARKING YOU’D BE ABLE TO BUILD
DATA ON WHERE THE PROBLEM PARKING AREAS ARE AND HOW THEY’RE GETTING RESOLVED. YOU’D BE BETTER ABLE TO
ELIMINATE BLIGHT BY ELIMINATING ILLEGALLY PARKED VEHICLES. IN ADDITION, IF IF THERE WAS
THAT ILLEGALLY ILLEGAL VEHICLE OPTION, YOU KNOW THAT WOULD REQUIRE THAT THAT WOULD GET
CITY RESOURCES AND COMPLIANCE RESOURCES OUT TO SITE VEHICLES THAT ARE PARKED ILLEGALLY BECAUSE THEY’RE NOT REGISTERED
ON THE ROAD. MY TWO DOLLAR REGISTRATION FEE THAT GOES TO THE DMV AND BACK
DOWN TO THE COUNTY TO THE CITY
OF SAN JOSE’S ABANDONED VEHICLE PROGRAM THAT I PAY THAT DILIGENTLY ON ALL OF MY VEHICLES, THE PEOPLE THAT DON’T PAY THEIR REGISTRATION VEHICLES ARE THE ONES MOST LIKELY TO AVOID PAYING THOSE FEES AND THE
MOST LIKELY TO ABANDON THEIR VEHICLES ON THE STREET. THEY’RE NOT PAYING THAT FEE OF VEHICLE BLIGHT OPTION WILL
NOT ASSIST THE CITY IN REVENUE REVENUE GENERATION TO FUND THEIR ABANDONED VEHICLE PROGRAM
WHEREAS AN ILLEGALLY PARKED OPTION WOULD PLEASE GIVE US THESE OPTIONS SO THAT WE CAN
HELP YOU SOLVE THE PROBLEMS ON THE CITY STREETS.
>> THANK YOU, CHRISTINE. CHRISTINE FITZGERALD, LET ME COMMUNITY ADVOCATE FOR SILICON VALLEY AT THE CENTER
AND YOU’VE MENTIONED BEFORE SORRY I’M LATE TO THE PARTY. I HAD IT DOWN AS BIG AS SIX
THIRTY AND ONE THIRTY. THEY WANT TO CHECK OUT THE WEBSITE FOR THAT AND I DEFINITELY APPROVE OF THE IDEA
OF HAVING A THREE ONE ONE I’D LIKE TO MAKE SURE THAT IT’S
FOLEY ACCESSIBLE LIKE MOLLY HAD SAID LOOK INTO PLACES LIKE THIS. THE CENTER LOOKING THE PEOPLE
WHO HAVE VISUALLY IMPAIRMENT IS GOING TO BE VERY IMPORTANT FOR YOUR DASHBOARD TO BE ABLE TO
FUNCTION WITH ANY SCREEN READER. I USE A AND IPAD WHERE OTHERS
MAY USE ZOOM OR GEORGE OR SOME OTHER FEATURE WE NEED TO MAKE SURE THAT NO MATTER WHO DOES
WHAT THAT WEBSITE IS ONE HUNDRED PERCENT ACCESSIBLE TO ALL. >> TAKE YOU BACK TO THE
COMMITTEE. RIGHT. THANK YOU. OK, WE’LL START WITH THE MEMBERS OF THE COMMITTEE HERE
IN PERSON I BELIEVE WE HAVE MARY LICCARDO UP FIRST. OH SORRY I’M MISREADING THE INTERFACE HERE.
SO WE WERE ON TO COUNCIL CON THANK YOU. >> I’M ALL RIGHT. HAVE A NUMBER OF QUESTIONS.
I MUST START THE VEHICLE A BIT FIRST LET ME JUST ASK THE QUESTION ABOUT THE DISTINCTION BETWEEN THE VEHICLE BLIT AND VEHICLE ABATEMENT. I UNDERSTAND THAT BETTER.
>> I KNOW UNDER VEHICLE ABATEMENT THERE’S CATEGORIES FOR THAT YOU’RE ASKING PEOPLE TO GIVE EVIDENCE. MANY OF THOSE ARE THE BLIT
CONDITIONS. RIGHT? SO HOW ARE WE SEPARATING THESE REPORTS? HOW WILL PEOPLE UNDERSTAND
WHERE THEY GO TO MAKE A REPORT ? THANK YOU, COUNCIL MEMBER. AND WE ACTUALLY HAVE THE VEHICLE ABATEMENT IN MIND AS
WELL. BUT LET ME PREFACE THAT WITH UNDER THE CITY ROAD MAP VEHICLE LIGHT IS ONE OF THE INITIATIVES
PRIORITIZED BY COUNCIL AND UNDERNEATH THAT CHARTER IS BRINGING TOGETHER A COUPLE OF DIFFERENT NEEDS THAT HAVE
STRANDED ACROSS MULTIPLE COMPLAINT TYPES THAT YOUR OFFICERS HAVE BEEN RECEIVING THE BOTTOM LINE IS NOT EVERY
VEHICLE IS ONE THAT IS ABANDONED AND QUALIFIES UNDER CALIFORNIA VEHICLE CODE AND OUR
ORDINANCES FOR THAT TYPE OF RESPONSE. BUT CARS WITH PEOPLE LIVING IN THEM, THINGS THAT CONTRIBUTE TO
BLIGHT, VEHICLES THAT ARE ACTUALLY VIOLATING SOME OF THE PARKING BUT WE DON’T SEE IT AS OFTEN. WE’RE BRINGING ALL THOSE TEAMS TOGETHER SO PARKS AND
RECREATION HOUSING DOTTIE A CODE ENFORCEME PARK AND SAYING HOW DO WE CREATE ONE IN
LITTER THAT ACTUALLY HAS MULTIPLE LINES UNDERNEATH IT? KEEP IT SIMPLE ON THE PUBLIC BUT GET THOSE IN THE LINES THAT
THEY NEED TO GET IN FOR THE RIGHT RESPONSE BECAUSE ONE OF THE THINGS WE’VE DISCOVERED FROM VEHICLE IS WHEN WE SHOVE ALL VEHICLE COMPLAINTS THROUGH
ONE LINE THAT THEY’RE UNABLE TO RESPOND TO THAT TYPE OF SERVICE REQUEST BECAUSE IT’S A DIFFERENT DEPARTMENT OR THE PROCESS NEEDS IMPROVEMENT IS
THE RESIDENT IS NEVER SATISFIED . SO THIS IS A WAY TO BRING THOSE MULTIPLE DEPARTMENTS. THERE’S MULTIPLE COMPLAINT TYPES TOGETHER AND TRY TO MAKE
A SIMPLE AND BETTER PROCESS FOR THE PUBLIC. SO THAT’S THAT’S THE CONCEPT FOR THAT. AND WE ACTUALLY HAVE SOME INITIAL DESIGNS. ATAMAN HAS THE CHARTER FOR THAT
ONE AND WE’RE WORKING WITH THE DEPARTMENTS TO GET THAT DOWN. ONE MORE COMMENT AND I’LL SEE
IF HEATHER OR OTHERS WANT TO RESPOND. BUT THE PART OF THAT IS ALSO
CAPACITY FOR EXAMPLE OUR SOLUTION FOR PEOPLE LIVING IN VEHICLES IT IS ADVANTAGEOUS IF WE CAN HELP THEM AND GET THEM
TO A SAFE PARKING LOT IT GETS THEM OFF THE STREET AND THE NEIGHBORHOOD’S HAPPIER. IT GETS THE PERSON SUPPORT THEY NEED. UNFORTUNATELY WE DON’T HAVE
SPOTS TO PUT THEM IN SO WE’RE GOING TO RUN INTO SOME CHALLENGES LIKE THAT. BUT WE HAVE WE WILL BE COMING BACK TO THIS COMMITTEE IN NOVEMBER WITH THAT DESIGN WORK.
WHAT WE’VE WORKED OUT, WHAT THE RESOURCE NEEDS ARE, WHERE SOME OF OUR CHALLENGES REMAIN AT HOW
THE DEPARTMENT WILL CREATE THAT CROSS PURPOSE PROCESS. >> SO THESE WILL BE TWO SEPARATE ENTRY POINTS FOR THE
PUBLIC OR IS IT A BACK END DISTINCTION THAT’S MADE THAT THE HOPE IS THE ONE IN LIT FOR THE PUBLIC AND DEPENDING ON
WHAT YOU ANSWER YOU GET IN THE RIGHT LINE SO THAT YOU DON’T AT FATIGUE WHERE YOU HAVE TO
KNOW WHICH ONE TO GO TO. >> WISH US LUCK BECAUSE IT’LL BE A VEHICLE REPORT AND THEN BASED ON THE KINDS
OF CONDITIONS THEY ENTER IT’LL GET PUT INTO THE RIGHT CATEGORY THAT THAT IS THE ASPIRATION AND WE’LL BE WORKING MORE ON THAT
IN THE NEXT MONTH TO DO WE SORRY. >> DID YOU WANT SOMEBODY ELSE IN OFFICE ANY THANKS FOR THE CLARIFICATION.
>> I THINK THAT’S GOOD. >> DO WE HAVE A NUMBER OF REPORTS THAT WE GET IN THE VEHICLE ABATEMENT SECTION?
I MEAN WE I’VE HEARD NUMBERS LIKE FIFTY THOUSAND A YEAR BUT I WANTED TO KNOW IF YOU HAVE
UPDATED NUMBERS WITH THAT DATA I’D ACTUALLY TURN THAT OVER IF HEATHER CAN ACTIVATED HEATHER
BOUSHEY GOOD AFTERNOON HEAD HEATHER, HER DIVISION MANAGER AND DOTTIE RESPONSIBLE FOR
PARKING IN DOWNTOWN OPERATIONS . THOSE HIGHER NUMBERS THE FIFTY SIXTY THOUSAND NUMBERS WERE OBVIOUSLY PRE COVID NUMBERS
SINCE REENGAGING VEHICLE ABATEMENT POST ITS TEMPORARY
SUSPENSION DURING THE ONSET OF THE PANDEMIC IN JUNE.
TWENTY TWENTY WE HAVE SINCE SEEN NUMBERS MORE IN LINE WITH THE THIRTY THOUSAND SERVICE
REQUESTS ANNUALLY. THANK YOU. I MEAN THERE’S IS STILL A LARGE NUMBER OF REQUESTS.
I MEAN IT’S NOT SURPRISING TO ME THAT WE HAVE LOW SATISFACTION ON VEHICLE ABATEMENT. I MEAN I THINK ALL THE COUNCIL MEMBERS KNOW THAT ALMOST NO ONE
COMPLAINT WE GET WHEN WE HAVE OFFICE HOURS AS I’VE REPORTED CAR AND NOBODY’S DOING ANYTHING AND OBVIOUSLY WHAT THEY REALLY
WANT IS TO BE TOLD SECOND THEY WANT IT TO BE CITED. SO OBVIOUSLY THERE’S HIGH SATISFACTION WHEN VEHICLE GETS TOWED. >> THAT’S BECAUSE THAT’S THEIR
HOPE. THEY’RE GETTING WHAT IS WHAT IS
THE DISTINCTION BETWEEN INVESTIGATED AND NOT INVESTIGATED SO INVESTIGATED
HE’S A PERSON GOES ON SITE, LOOKS AT IT IN PERSON AND THEN NOT INVESTIGATED MEANS BASED ON JUST THE PICTURES WE GOT WE’RE
NOT GOING TO GO OUT DIRECT SERVICE REQUESTS THAT COME THREE THOUSAND THREE ONE ONE. WE HAVE EYES ON ALL OF THEM.
THEY’RE TRIAGED VIA A PICTURE SENT AND THE INFORMATION PROVIDED BY THE REPORTING PARTY IF THOSE QUALIFIERS OF FIFTEEN QUALIFIERS WE’VE LISTED ON THE
WEBSITE ARE NOT MET VIA THE PICTURES, THEN THE VEHICLE IS NOT INVESTIGATED.
IF IT IF IT DOES MEET THOSE QUALIFIERS THEN WE DO SEND SOMEONE OUT AND PROCESS A
VEHICLE IN CASE AND POTENTIALLY IF IT QUALIFIES AFTER THAT THROUGH THAT PROCESS OR A LEGAL
TEAM WE WILL REMOVE ARE THERE MULTIPLE OUTCOMES LIKE A NOTICE CITATION AND ENTERING FOR FOR
THOSE VEHICLES THEN OF ALL VEHICLES THAT ARE INVESTIGATED WILL RECEIVE THAT WARNING NOTICE THAT WE PLACED ON THE
CAR GIVING THEM SOME INFORMATION ON POTENTIAL THE VIOLATION THAT WE’RE SEEING WE
DO NOT WRITE IF WHEN WE COME BACK THE VEHICLE IS STILL IN VIOLATION AND ELIGIBLE FOR ENFORCEMENT.
WE DO NOT STACK ENFORCEMENT SO WE WON’T GIVE YOU A CITATION AND TOW YOUR CAR AT THE SAME
TIME IT’S SLIGHTLY PUNITIVE. SO TYPICALLY WHAT WE WILL DO IF IT QUALIFIES FOR TOW IS REMOVE THE VEHICLE AND IMPOUNDED.
>> OK, THANK YOU. >> IT’S NOT SURPRISING. ANOTHER THING THAT SURPRISED ME IS THAT PEOPLE ARE DISSATISFIED BECAUSE I THINK
THERE’S THIS UNDERSTANDING AND OUR ORDINANCE I BELIEVE SAYS THERE’S A SEVENTY TWO HOUR PARKING LIMIT ON THE STREET. WE’RE NOT ENFORCING A SEVENTY
TWO HOUR PARKING LIMIT. WE’VE SAID THAT IN OUR SYSTEM NOW THAT HAVE TO MEET CERTAIN CRITERIA. SO I MEAN THIS IS A QUESTION
WHERE COUNCIL COLLEAGUES ABOUT DO WE WANT TO REVISIT THE ORDINANCE IN A WAY SO THE PUBLIC UNDERSTANDS WHAT IT IS THAT THEY CAN AND SHOULD ASK
FOR AND CAN BE MORE SATISFIED BY THE OUTCOME BECAUSE IF WE’RE NOT ENFORCING AN ORDINANCE AND PEOPLE ARE GOING TO BE UPSET THAT WE’RE NOT TAKING VEHICLES
AWAY THAT HAVE BEEN THERE FOR MORE THAN 72 HOURS, WE’RE GUARANTEED TO HAVE DISSATISFACTIO WITH THE
SERVICE OF PROVIDING. SO I DON’T THINK THAT’S THE QUESTION ANYBODY OR JUST THE COMMENT FOR COLLEAGUES SEEM TO
THINK ABOUT I DON’T WANT TO BUT I THINK THIS IS GOING TO COME BACK FOR THE FULL COUNCIL, ROB THE WHOLE VEHICLE ABATEMENT
STRATEGY. IT IS MAYOR AND THEN WE WE ACTUALLY HAVE SOME REPORTING WE
NEED TO DO TO OUR DEPUTY MANAGER OF HOUSING HOMELESSNESS BEN CARSON. OUR QUESTION IS A REALLY
IMPORTANT ONE AND IT’S ABOUT A MONTH AND A HALF OFF THAT, RIGHT? I THINK IT IS, YES. OK, SO I THINK THAT’S CAN BE AN
IMPORTANT ADDITIONAL THING TO DISCUSS. SO I APPRECIATE THANK YOU. >> MARK THAT DOWN FOR FOLLOW UP. YEAH GOOD.
THANKS. >> MOVING ON I SAW THAT SEVERAL CATEGORIES THERE WAS UPDATED MESSAGING IS LISTED AS AS IMPROVEMENTS THAT HAVE BEEN
MADE. I DON’T KNOW IF YOU HAVE EXAMPLES OR MAYBE YOU CAN SEND OUT SOME EXAMPLES. I’D BE CURIOUS TO SEE WHAT KIND
OF MESSAGING ARE PEOPLE RECEIVING FROM THE SYSTEM IN A NORMAL FLOW OF THE REQUEST THROUGH THE SYSTEM?
>> YES, THESE ARE MOSTLY THE PRODUCT AND PRODUCT MANAGER WITH I.T. DEPARTMENT. WE REALIZED THAT SOME RESIDENTS
FOR EXAMPLE, WHEN THEY REPORT A POTHOLE THEY WERE EXPECTING THE ENTIRETY A STREET TO BE PAID.
SO NOW WHEN THEY RECEIVE I THINK EMAIL AFTER THEY HAVE REPORTED ONE, WE CLEARLY
INDICATE WHAT IS AND WHAT IS NOT EXPECTED FROM THAT WE HAVE
SEEN THAT AS AN IMPROVEMENT IN THE RECEPTION FOR THE PRESENT. >> SO THEY GET AN INITIAL EMAIL RIGHT BACK. IT SAYS HERE LOOK, HERE’S HOW
WE ADDRESS THIS KIND OF REQUESTS EVEN BEFORE YOU’VE GONE OUT AND ADDRESSED IT SO THEY KNOW WHAT THE POTENTIAL
OUTCOME IS. WE DEFINE WHAT THIS SERVICE ABOUT SO THAT THEY KNOW WHAT EXPECT FROM US.
>> THANKS THE UNDER THE SLIDE THAT TALKED ABOUT ACTIVE USERS I JUST WANT UNDERSTAND ACTIVE USERS MEDES A USER WHO HAS FILED A REPORT IN SOME PERIOD
OF TIME WITHIN THAT THREE MONTH PERIOD IS OUT. THAT IS WHEN IT’S ONE YEAR WITHIN THE PAST YEAR HOW MANY
ACTIVE USERS THERE ARE AND I WAS SURPRISED TO SEE I MEAN YOU TALKED ABOUT THIS THREE I THINK, CHRIS, BUT THERE WAS A
BIG PEAK LAST SUMMER, JULY TO SEPTEMBER THAT WAS MUCH HIGHER . IS THAT BECAUSE THE PREVIOUS YEAR THERE WERE JUST SO MANY
REQUESTS DURING COVID OR WHY IS THAT WHY THE NUMBER DROPPED SO MUCH AND ALL THOSE ACTIVE USER CHARTS FROM LAST THAT FIRST
QUARTER ON A CHART TO THE OTHER THREE THAT WERE REFERENCED? LET ME I CAN FIND EXAMPLES. WHAT I WILL SAY IS THAT WHILE
WE HAVE A PICTURE OF QUARTERS A GRAPHIC WE CAN PROVIDE YOU WITH
A MUCH WIDER TIME TIME FRAME SO THAT IT CAN BE SEE THE PATTERN ESPECIALLY IMPACTED BY COVID I
THINK I HAVE THE ANSWER FOR YOU IS WHEN WE RELEASED RECYCLE PLUS RDR WE HAD A LARGE INFLUX OF PEOPLE WHO ARE INTERESTED IN
USING THAT SERVICE. SO YOU WOULD HAVE SEEN THE HIGH PEAK WHEN WE RELEASE THE RECYCLE PLUS SERVICE AND THEN
THAT AS THAT WORKED ITS WAY. >> SO IT WASN’T WITHIN THAT YEAR THE NUMBERS DROPPED BUT NOW THEY’RE BEGINNING TO INCREASE AGAIN AND THAT’S KIND
OF THE MESSAGE YOU WANT US TO GET OUT OF THAT? >> YEAH, AND AS WE ADD NEW SERVICES DEPENDING ON THEIR POPULARITY, YOU’LL SEE THOSE
FLUCTUATIONS AND THE IMPACT OF THAT SERVICE AND HOW POPULAR IT WAS. BUT THE OR THE RECYCLE PLUS WAS EXTREMELY POPULAR WITH THE
PUBLIC. OK, THANK YOU. >> I HAVE A WHOLE LOT OF QUESTIONS ABOUT FIREWORKS
REPORTING. I KNOW THERE’S I THINK SOMEONE ELSE HAS HANDS UP. I’M GOING TO COME BACK. I’LL LET SOMEBODY ELSE SPEAK AND COME BACK AND TALK ABOUT
MY QUESTIONS ON FIREWORKS. >> I THINK WE’RE GOING TO COUNCIL MEMBER FOR GREAT. THANK YOU. THANK YOU FOR THE PRESENTATION.
I HAVE A COUPLE COUNCIL MEMBER COLEMAN ASKED A COUPLE OF MY QUESTIONS BUT I JUST HAVE TO GET SOME CLARIFICATION ON THE
NEW KEY INITIATIVES UNDER BEAUTIFY SJ. >> ROB, YOU TALKED A LITTLE BIT ABOUT THE DIFFERENCE BETWEEN
VEHICLE BLIGHT AND ABANDONED AN ABANDONED VEHICLE. SO AS IS IF A RESIDENT IS
GETTING READY TO REPORT AN ABANDONED VEHICLE OR VEHICLE BLIGHT, THEY’RE GOING INTO THE THE APP AND THEN THEY’RE ASKED
A SERIES OF QUESTIONS AND THEN IT’S FUNNELED INTO EITHER BLIGHT OR ABANDONMENT.
>> IS THAT RIGHT? NO.
THE PROBLEM OF MEASURE THE THE PROCESS THAT WE’RE DESIGNING IS THAT IT GOES TO THE RIGHT DEPARTMENT AND THE RIGHT TEAM
RIGHT NOW. THE CHALLENGE AND WHY WE HAVE SUCH A LOW CUSTOMER SATIS RATING AS WE PUT ANY KIND OF VEHICLE
COMPLAINT INTO THE VEHICLE ABATEMENT. Q AND THEY THEIR TEAM ISN’T THE ONE THAT RESPONDS TO A GOOD
NUMBER OF THOSE PROCESSES SO THEY CLOSED THEM AND THEN THE RESIDENT GETS UPSET AND SO OUR
INITIATIVE IS TO ACTUALLY DESIGN A PROCESS WHERE THEY INPUT WHAT’S NECESSARY TO GO TO THE RIGHT TEAM FOR APPROPRIATE RESPONSE.
AND ONE EXAMPLE IS FOR EXAMPLE IN VEHICLES THEY WILL GET LOTS OF COMPLAINTS BUT THE IF THERE’S ANYONE IN THE VEHICLE
THE LAW SAYS YOU CAN’T BE TOWED. SO THERE’S A DIFFERENT RESPONSE REQUIRED FOR THAT. BUT RIGHT NOW THE ONLY LINE WE
HAVE IS VEHICLE ABATEMENT AND IT’S NOT MEETING AND NOT ALL THE REQUESTS ARE VEHICLE ABATEMENT. THE COMPLAINT AND SATISFACTION
RATINGS ARE REALLY LOW BUT TOO MANY COMPLAINTS TO LOW SATISFACTION. >> DOES THAT ANSWER YOUR
QUESTION? NO, NOT REALLY. BUT THANKS.
MAYBE I WASN’T VERY CLEAR ON MY QUESTION. SO UNDER BEAUTIFULEST AND THE NEW AND TWO NEW INITIATIVES
ONCE ENCAMPMENT MANAGEMENT WHICH I’M GOING TO ASK YOU ABOUT NEXT AND THE OTHER IS
VEHICLE BLIGHT UNDER THAT IF I GO ON TO THE THE APP IS GOING
TO SAY VEHICLE BLIGHT AND AND HOW DO I KNOW MY ABANDONED VEHICLE IS BLIT OR I MEAN I
GUESS HOW HOW HOW DO WE SIMPLIFY THE USER’S EXPERIENCE
SO THAT THEY ARE REPORTING WHAT IS OF CONCERN TO THEM AND AND ALSO THEY’RE GETTING THE
RESPONSE BACK TO HOW WE INTEND TO RESPOND WHETHER IT’S AN ABANDONED VEHICLE STOLEN.
IT’S A THE CONDITION WARRANTS IT TO BE TOWED OR IF IT’S LIVED
IN A VEHICLE THAT SOUNDS LIKE IT’S BEING REPORTED BUT WE CAN’T DO ANYTHING ABOUT THAT NECESSARILY.
>> SO I’M JUST WONDERING HOW ON THE VEHICLE LIKE COMPONENT OF THE THREE ONE ONE APP HOW
IT’S GOING TO BE IMPROVED THE
REPORTERS EXPERIENCE AND ALSO ACCOMPLISH WHAT WE NEED TO DO TO TAKE CARE OF BLIGHT ON OUR STREETS ARE ABANDONED VEHICLES
ON OUR STREETS. >> UNDERSTOOD. SO THE MIX IS KIND OF COMPLICATED. >> I DIDN’T WEAR THAT VERY
CLEARLY BUT HOPEFULLY YOU GOT IT. I THINK I DID. SO LET ME ANSWER IT THIS WAY AND YOU CAN TELL ME IF I HIT
THE MARK THE PROJECT THAT WE HAVE IN THE CHART THAT WE’VE CREATED IS ONE SERVICE WHERE THAT THAT IS EASY FOR THE
RESIDENT BECAUSE IT’S VEHICLE COMPLAINTS OR WHATEVER LANGUAGE WE COME UP WITH.
BUT YOU GO TO THAT AND BASED ON YOUR RESPONSES IT GATHERS THE RIGHT INFORMATION AND GOES THE RIGHT TEAM THAT’S STILL IN THE PLANNING ANALYSIS AND DESIGN
PHASE. HERON IS IS THE PRODUCT PROJECT MANAGER OVER THAT AND THERE ARE FIVE DEPARTMENTS THAT ARE COMING TOGETHER TO DESIGN THAT
PROCESS. BUT ON YOUR QUESTION, IT WOULD BE ONE OPTION TO REPLACE
VEHICLE ABATEMENT. PEOPLE WOULD COME INTO THAT AND BASED ON THEIR COMPLAINT IT WOULD GATHER THE RIGHT INFORMATION AND GO TO THE RIGHT
TEAM AND THEN THE COMMUNICATIONS WOULD GO TO THE RESIDENT BASED ON THEIR RESPONSES.
THIS WENT TO THIS TEAM. HERE’S WHAT TO EXPECT AND THEN THE FOLLOW UP COMMUNICATIONS FOR FOLLOW FOLLOW THROUGH AND
THEN FOLLOW UP FOR CLOSURE SO THAT THAT’S THE INTENT RIGHT NOW. >> BUT IT’S STILL IN PLANNING ANALYSIS AND DESIGN.
OK, AND LET’S SAY A NEIGHBOR IS REPORTING LIVED IN VEHICLE.
>> HOW DO THEY KNOW THAT WE CAN’T REALLY DO ANYTHING ABOUT THAT SO THE CONTEMPLATION ON
THAT ONE IS IF WE ASK IS SOMEONE LIVING IN THAT VEHICLE ,IT WILL THEN TRIGGER SOME
INFORMATION ON THE RESPONSE IT SAYS BECAUSE THIS WAS LIVED IN HERE’S THE PROCESS THAT THE CITY WILL GO THROUGH AND WHAT
TO EXPECT NEXT. AND SO PART OF IT IS GOOD COMMUNICATION AND THEN AS THE CITY AND HOUSING DEPARTMENT
WORKS ON THE SAFE LOTS IF THERE’S MORE CAPACITY THAN WE CAN ROUTE MORE TOWARDS THAT TYPE OF HANDLING RIGHT NOW AS
WE UNDERSTAND IT, THERE’S EIGHT SPOTS NONE OF THEM ARE FOR USE FOR THE CITY. BUT AS FAR AS THAT CAPACITY
DEVELOPS THEN WE COULD USE IT. IT ALSO WOULD BE THE DATA TO SHOW US WHAT WE NEED. SO IF WE’RE SEEING DOZENS OF OF
LIVED-IN VEHICLE COMPLAINTS, UNIQUE ONES, THEN WE CAN REPORT THE COUNCIL AND SAY HEY, THIS IS THIS IS WHERE THE DATA IS
POINTING US AND DEPARTMENTS CAN COME TO YOU WITH OPTIONS AND REQUESTS. >> OK, GREAT.
THANK YOU. THAT HELPS ME IN ON WITH THAT COMPONENT. NOW I HAVE A QUESTION ABOUT THE
ENCAMPMENT MANAGEMENT. THE COUNCIL OFFICERS GET QUESTIONS ALL THE TIME ABOUT ENCAMPMENTS AND WHAT ARE WE
DOING ABOUT THEM AND JUST ALL SORTS OF QUESTIONS. >> WHAT WILL THE RESIDENT DO
WHEN THEY IT IS IS THIS THE ENCAMPMENT MANAGEMENT?
>> THERE’S A UN HOUSE PERSON LIVING OR THERE’S AN ENCAMPMENT GROWING NEAR MY NEIGHBORHOOD. >> WHAT KIND OF SEND SOMEONE
OVER IT? WHAT’S GOING TO HAPPEN IF THEY GO ON TO THE ENCAMPMENT
MANAGEMENT SIDE OR WHAT’S THE WHAT’S THE GOAL? >> I KNOW IT’S NOT UP YET BUT WHAT’S THE GOAL FOR THAT ONE?
THANK YOU FOR YOUR YOUR QUESTION. CAN’T REMEMBER THE FOR THAT ONE. IT’S EARLIER IN THE PLAN ANALYSIS PHASE THERE’S AT LEAST FIVE THINGS I CAN TELL
YOU THAT DEPARTMENTS WANT TO COORDINATE BETTER ON. ONE IS WHERE ARE THOSE ENCAMPMENTS AND WHAT ARE THE
COMPLAINTS THAT COME FROM THEM ANOTHER IS THE GRAY WATER BLACKWATER WHEN THERE’S AN
ACCUMULATION OF HOMELESS IN CERTAIN AREAS THAT’S A GROWING CONCERN FOR MOST DEPARTMENTS. ANOTHER ONE IS THE SERVICES
THAT WE CAN DELIVER AND NOT TO OVERLAP WITH EACH OTHER. FOR EXAMPLE, IF IT’S A PARKS, IF IT’S A LOT IF IT’S ON STREETS RIGHT NOW WE
OCCASIONALLY RUN INTO EACH OTHER AND COLLIDE ON RESPONSE BECAUSE PEOPLE HAVE DIFFERENT DEPARTMENTS OF THEIR OWN RESPONSES AND THIS WOULD BE A
WAY TO COORDINATE BETWEEN DEPARTMENTS AND MAKE SURE THAT ALL THE HANDS ARE LINKED AND PEOPLE STEPPING ON EACH OTHER.
ANOTHER ELEMENT IS THE DATA TO SAY WHAT CONTRACTUAL SERVICES WE NEED AND HOW MUCH BECAUSE
THERE’S VARIOUS DEPARTMENTS WITH DIFFERENT CONTRACTS AND SO WE NEED TO SEE WHAT THE WORKLOADS ARE AND DEMANDS ARE THAT THEN TIE WITH WHAT WE NEED
TO ASK FOR AND RESOURCES AND WE NEED TO CONTRACT THAT ACROSS DEPARTMENTS. AND THEN THE OTHER PIECE IS THE TRASH.
THAT’S ONE THING THAT MULTIPLE DEPARTMENTS ARE STRUGGLING WITH. BUT HOW DO WE MANAGE THE DUMPING ILLEGAL GARBAGE THAT
THOSE TYPES OF THINGS FOR FOR CLEANING UP AND TO RESOLVE THAT COMPLAINT? SO THOSE ARE CORE.
THERE’S MORE IN THE LIST FROM THE DEPARTMENT’S BUT WE’RE STILL GOING THROUGH THAT AND WE ACTUALLY HAVE A MEETING ON
MONDAY FOR THE MULTIPLE DEPARTMENTS TO KEEP ON GOING THROUGH THE REQUIREMENTS. ONE THING I CAN SHARE IS WE’RE
ALSO LOOKING AT ENCAMPMENTS MANAGEMENT SYSTEMS USED BY SEATTLE AND SAN DIEGO. THEY’VE HAD A HEAD START
BECAUSE THEY’VE HAD SOME SPONSORSHIP FROM CORPORATE PARTNERS AND THEN WE’RE GOING TO SEE HOW USABLE THOSE ARE FOR
TRACKING AND MANAGING RESPONSE AND SUPPORT SERVICES POSSIBLY EVEN WITH INTEGRATION WITH THE COUNTY HMAS THEIR MANAGEMENT
SYSTEM FOR THE HEALTH AND HUMAN SERVICES RESPONSE. SO THERE’S A LOT TO THIS ONE.
WE’RE VERY EARLY IN THE PROCESS SO SO I CAN’T MAKE ANY COMMITMENTS RIGHT NOW. BUT THAT’S WHAT THE DEPARTMENTS ARE LOOKING OK, WELL THAT ALL
SOUNDS GREAT AND SINCE THAT IS ONE OF THE TOP ISSUES THAT GET REPORTED TO THE COUNCIL
OFFICES, I’M WONDERING IF IF RESIDENTS ARE REPORTING ON THE ENCAMPMENT MANAGEMENT PORTION
OF THE APP HOW THE COUNCIL OFFICE WILL KNOW WHAT TEAMS HAVE BEEN DEPLOYED, WHAT’S
HAPPENED ALREADY SO WE DON’T HAVE TO DUPLICATE THE WORK AT THE COUNCIL LEVEL DOING ALL THIS INVESTIGATE THAT WE’RE
ALREADY DOING AND IN REALLY TAKING IT OUT OF OUR HANDS I
GUESS OR JUST INFORMING US BECAUSE WHAT WE THEY CALL US NEIGHBORS CALL US AND WE
CONTACT ALL THOSE CONCERNS. >> WE DO EVERYTHING WE CAN BEAUTIFY SAN JOSE TO TO INVESTIGATE AND THEN ADDRESS
THE SITUATION WHATEVER THE SITUATION IS. >> SO I WOULD SUGGEST THAT WHEN
YOU TALK TO THE TEAMS AND THE DEPARTMENTS IS THAT YOU CONSIDER HOW YOU CAN INTERFACE WITH THE COUNCIL OFFICERS TO TO
KEEP THEM ABREAST OF WHAT’S GOING ON IN A PARTICULAR SITUATION. THANK YOU, COUNCILOR. I MISSED THAT ONE.
IT IS ACTUALLY ON THE LIST OF THE CASE ACCESS FOR COUNCIL MEMBERS REPORTING BY DISTRICT
AND THEN SOME AUTOMATED STANDARD REPORTS THAT YOU WOULD GET ON WHAT ACTIVITIES BUT THAT
WOULD GIVE YOU KIND OF A GENERAL DESCRIPTIVE VIEW AND ALLOW YOU TO SEE SPECIFIC CASES.
SO AGAIN, WE DON’T ENTER IN REDUNDANT OR YOU CAN TRACK THINGS THROUGH TO COMPLETION SO THAT THAT ACTUALLY IS ON THE LIST FOR YOUR GROUP.
>> YOU’RE WAY AHEAD OF ME. I THOUGHT YOU WOULD BE A THANK YOU. >> THAT’S ALL FOR ME . THANK YOU.
THANK YOU. THOSE COUNCIL MEMBER THINK WE’RE BACK TO COUNCILOR COHEN. >> YEAH, THANK YOU.
I’M FIRST JUST JUST BACK TO THE I THINK THERE’S MAYBE IT’LL BE CLEARER ONCE YOU LAUNCH THIS THIS NEW METHODOLOGY FOR
ABANDONED VEHICLES RELATED VEHICLES WITH A SINGLE INTERFACE. I THINK THE IMPORTANT THING IS SIMPLICITY FOR THE RESIDENTS TO
UNDERSTAND HOW TO DO IT AND HAVE IT BE VERY CLEAR ABOUT HOW TO DO IT. AND AS LONG AS THAT’S THE CASE ,I LIKE THE IDEA OF HAVING A
MORE GRANULAR BACK END TO FILTER THE REQUEST. SO IF THAT’S REALLY THE GOAL THEN I THINK THAT’S A GOOD ONE. I JUST I THINK THAT’S WHAT YOU
WERE SAYING BUT IT’S SEEING THE LITTLE IMAGE THAT YOU SHOWED MADE IT LOOK LIKE IT WAS GOING TO BE A SECOND AND SEPARATE BUTTON INSIDE THE APP.
SO I GUESS THAT’S WHY OUR QUESTIONS WERE BEING RAISED. >> SO APOLOGIES FOR NOT WHEN IT WOULD BE A REPLACEMENT BUTTON
IN THEORY THAT’S OUR CURRENT TACK RIGHT NOW. >> OK, GOOD GOOD.
OK, SO FIREWORKS SORT OF A BIG, BIG INITIATIVE IN THAT WE’VE BEEN WORKING ON IN OUR DISTRICT TRYING TO GET THE WORD OUT ABOUT HOW TO REPORT.
BUT WHAT’S REALLY BEEN FRUSTRATING TO ME IS NOT BEING ABLE TO FIND OUT THEN WHAT THE RESULTS OF THAT WERE.
MAYBE IT’S EARLY IN THE PROCESS STILL SO WE DON’T YET HAVE THAT DATA. >> RESIDENTS FEEL VERY A LOT
OF THEM TELL ME WHAT’S THE POINT RIGHT. >> WE REPORT IT BUT THERE’S STILL FIREWORKS, RIGHT? THAT’S THE FIRST STATEMENT AND
I SAY WELL OBVIOUSLY WE’RE NOT GOING TO BE ABLE TO REPORT ISN’T GOING IMMEDIATELY STOP THE FIREWORKS RIGHT. >> BUT WE WANT TO BE ABLE TO TELL THEM BASED ON THE REPORT
THIS WAS THE ACTION THAT WAS TAKEN WHICH WILL HOPEFULLY NEXT YEAR CAUSE PEOPLE TO THINK TWICE BEFORE SETTING OFF FIREWORKS. >> RIGHT.
SO BEYOND THAT, THAT CHART THAT SHOWS HOW MANY REPORTS WERE MADE, I ASSUME WE WILL
EVENTUALLY BE ABLE TO SEE A CHART THAT SAYS WHAT THE OUTCOMES OF THOSE REPORTS WERE IS THAT IS THAT THE PLAN
SOMETIME SOON WE ARE GOING TO BE DOING A PRESENTATION ON THE FIREWORKS CAMPAIGN AT THE SITE.
>> THIS IS DOING AND THIS WILL BE A LITTLE BIT MORE ENCOMPASSING OF OF THE RESPONSES. >> RIGHT.
AND SO IT’S GOOD TO SEE THAT YOUR REPORTS NOW ARE MORE ACTIONABLE BEING ACTIONABLE
OF COURSE MY HOPE IS THAT THAT LEADS TO ACTION SO WHAT WHAT IS
IT YOU SAY THE CODE ENFORCEMENT REVIEW CAN YOU JUST DESCRIBE A LITTLE BIT FOR OUR BENEFIT WHAT THAT REVIEW LOOKS LIKE AND WHAT
PROCESS THEN WHAT THEN HAPPENS WITH THOSE REPORTS SINCE THEY ARE ACTIONABLE? >> SURE.
AND AGAIN, JAMES DOBSON SAN THE FIRE DEPARTMENT UM SO FOR THE ADMINISTRATIVE ENFORCEMENT
CODE ENFORCEME DOES THE ACTUAL IMPLEMENTATION OF THE ENFORCEMENT ACTIONS THEY REVIEW
ALL OF THE REPORTS THAT COME IN. THEY DETERMINE THEY’VE ALREADY DONE THIS PART WHETHER THEY ARE
ACTIONABLE AND THEN THEY DETERMINE IF THERE IS ENOUGH INFORMATION BASED ON
IDENTIFYING ASIAN PERSONS USING OUR SOCIAL HOSTED ORDINANCE
WHETHER THEY CAN EITHER ISSUE A WARNING OR ACTUALLY GO TO ENFORCEMENT AND ISSUE AN ADMINISTRATOR OF CITATION WHICH
WOULD HAVE MONITARY PENALTY. >> OK, AND THEN THOSE WE EXPECT TO HAVE SOME DATA ABOUT WHAT
NUMBERS OF LETTERS AND CITATIONS WERE ISSUED AT THAT MEETING THAT HE PRESENTED.
>> OK, AND REMEMBER WE ALSO HAVE RACHEL ROBERTS FROM CODE ENFORCEME ON THIS.
SHE’D LIKE THE COUNCIL MEMBER AND ROBERT’S DEPUTY DIRECTOR OF ENFORCEMENT
UM, JUST TO ADD AND IN TERMS OF ONE OF THE IMPROVEMENTS MADE WITH THE SATURDAY THREE ONE AND UP THIS YEAR IS THAT ANY
REGISTERED USER THAT DID FILE A FIREWORK COMPLAINT RECEIVED AN AUTOMATED EMAIL RESPONSE
ADVISING THEM OF THE OUTCOME OF THEIR THEIR REPORT SO THEY SHOULD BE ABLE TO GET THOSE
UPDATES AS WE ARE PROCESSING THE COMPLAINTS WHICH WE PRETTY MUCH HAVE COMPLETED OF COURSE WE DO TAKE FIREWORKS YEAR ROUND
SO WE ARE CONTINUING TO STILL GET SOME REPORTS BUT BUT THE MAJORITY THE THE THE BULK OF THOSE REPORTS THAT CAME IN
THROUGH THE REPORTING PERIOD FOR THE FOURTH OF LIE HAVE BEEN COMPLETED. >> YEAH, GREAT.
AND I MY DOG HEARS THEM EVERY WEEK SO I KNOW THEY THEY GO YEAR ROUND. I KNOW THAT THEY HAPPEN BECAUSE
OF ALL OF A SUDDEN SHE’S RUNNING CIRCLES IN MY ROOM
ANYWAY THE WHILE ALL THE WHILE THE USERS PROBABLY GET THE REPORT I THINK IT’D BE GREAT FOR COUNCIL OFFICES ALL TO GET A REPORT BACK AT SOME POINT
OF WHAT THE OUTCOMES WERE SO WE CAN REPORT IT TO OUR RESIDENTS BECAUSE AGAIN ONE OF THE THINGS I HEAR FROM THE RESIDENTS IS
WHAT’S THE POINT? I DON’T SEE ANY ACTION BEING TAKEN. I DON’T SEE ANY RESULT AND IF I
CAN SHARE WITH THEM HEY LOOK, THIS WAS THERE WAS THIS RESULT THIS DID HAPPEN. >> IN FACT, YOU KNOW, WHILE WE OFTEN HOPE THAT CITATIONS
GO DOWN YEAR OVER YEAR, I’M HOPING THEY’RE GOING UP BECAUSE THAT MEANS THAT THERE’S ACTUALLY A BETTER SYSTEM IN
PLACE TO TO USE OUR FOLLOW OUR ORDINANCES AND ENFORCE THEM. >> SO I’M HOPING WE CAN SAY THEM.
HEY, THIS YEAR THANKS TO YOUR EFFORTS OF REPORTING THINGS, WE HAD A 11 PERCENT INCREASE IN THE NUMBER OF CITATIONS THAT WERE ISSUED AND THE NUMBER
OF LETTERS THAT WERE SENT OUT AND THEN WE CAN SHARE THAT WITH THE RESIDENTS AND THEY KEEP DOING IT AND DON’T AND DON’T
THINK THAT IT’S NOT USE BEING YOU KNOW, THE IMPACT ISN’T BEING FELT. >> SO THAT’S IMPORTANT. AND THEN THE OTHER THING JUST
IS THAT WE NEED TO MAKE SURE NOW THAT I KNOW ABOUT THE ANONYMOUS VERSUS NOT BEING ABLE TO MAKE SURE THAT RESIDENTS UNDERSTAND YOU CAN FILE ANONYMOUSLY.
>> IT’S MIGHT BE USEFUL TO US BUT IT’S NOT GOING TO RESULT IN WHAT YOU WANT IT TO RESULT IN UNLESS YOU ARE YOU HAVE AN
ACCOUNT. >> YOU CAN’T TAKE ACTION ON THOSE. THAT’S IMPORTANT TO UNDERSTAND .
>> BUT I JUST WANT TO ADD ONE MORE QUICK QUESTION. AM I TO UNDERSTAND THEN THAT THE TOTAL NUMBER OF REPORTS THIS YEAR WAS HIGHER THAN LAST
YEAR BECAUSE YOU IF YOU COMBINE ANONYMOUS VERSUS REGISTERED USERS, THE TOTAL NUMBER OF REPORTS WAS LARGER.
I THINK YOU SAID LIKE SEVENTEEN HUNDRED REPORTS LAST YEAR AND ABOUT ONE THOUSAND OF EACH TYPE THIS YEAR.
AGAIN, JAMES DOBSON, THE FIRE DEPARTMENT, THE TOTAL REPORTS LAST YEAR WERE SEVENTEEN HUNDRED AND SIXTY NINE.
THE TOTAL REPORTS THIS YEAR WERE THIRTEEN HUNDRED AND FORTY FOUR SO THEY WERE ACTUALLY DOWN THIS YEAR BUT BY PERCENTAGE AS
FAR AS ACTIONABLE LAST YEAR. >> SEVENTY TWO PERCENT OF THEM WERE NOT ACTIONABLE THIS YEAR ONE HUNDRED PERCENT OF THEM
WERE ACTIONABLE. OK DEPUTY THE ANONYMOUS HOW MANY ANONYMOUS WERE THERE?
>> ACTUALLY THERE WAS NOT AS MANY AS YOU WOULD THINK. A LOT OF PEOPLE DID ACTUALLY
GO THROUGH THE SIGN UP PROCESS . IF I CAN DO MY MATH CORRECTLY, IT’S ABOUT ONE HUNDRED AND TWENTY EIGHT PEOPLE THAT DECIDED TO GO ANONYMOUS.
>> OH I GUESS I’M MISINTERPRETIN IT THE SLIDE TWENTY WHICH HAS A GRAPH ON IT AND HAS THE LIGHT BLUE AND THE
DARK BLUE LINES AND IT LOOKED TO ME LIKE THE TWO WERE ABOUT THE SAME PEAK BUT IS THAT JUST SO ONE JUST ADDING THE ANONYMOUS TO THE REGULAR REPORT
THAT SO YES BECAUSE ALL OF THE THAT’S A GOOD POINT OF CLARIFICATI >> ALL OF THE ACTIONABLE INFORMATION OR REPORTS THAT COME IN ARE ALSO UTILIZED FOR HOTSPOT DATA.
>> SO AND THAT’S OUR MAPPING PROGRAM TO DETERMINE WHERE THE
THE ACTUAL FIREWORKS WERE LIT OFF AS FAR AS BASED ON IDENTIFICATION >> WELL, THAT GUY DOES POTENTIALLY NEXT YEAR WHERE WE
MIGHT SEND OUT PATROLS TO BE PREPARED. >> THAT’S EXACTLY OUR GOAL.
>> OUR GOAL IS TO USE TARGETED EDUCATION AND IN THOSE LOCATIONS AND THEN ALSO
PRE FIREWORKS DATES TO START PATROLS. >> I DON’T WANT TO SPEAK FOR PD
BUT THAT WAS PART OF THE CONVERSATION. AND THEN JUST SO THAT WE KNOW
KIND OF WHERE OUR TARGET AREAS ARE RATHER THAN REALLY KIND OF CREATING AND FOCUS OUR EFFORTS.
YEAH, MEMBER I JUST GOT A MESSAGE FROM RACHEL WE HAD ABOUT SIX HUNDRED ANONYMOUS SO COMBINING THE TWO WE’RE
ABOUT THE SAME THEN ABOUT THE SAME SO MAYBE A LITTLE BIT HIGHER THIS YEAR THAN LAST YEAR WITH THE ANONYMOUS OK THAT’S HELPFUL.
THAT’S ENOUGH BECAUSE IT DOES LOOK LIKE THE ANONYMOUS NUMBER ON THE FOURTH WAS ABOUT THE SAME AS THE REGISTERED USER BUT
LOWER THE REST OF THE MONTH. >> SO THAT’S THAT’S GOOD AND WE I MEAN THERE’S A GOOD CHANCE
FOR ME JUST TO MENTION IN GENERAL WE WE WE’RE WORKING ON THE MAJOR ISSUE IN ALVISO IS
BASICALLY OUR BIGGEST CONCERN WHERE WE HAVE PEOPLE WHO SET UP ENTIRE SET UP BLEACHERS IN
FRONT OUR FRONT YARD AND SET OFF AND HAVE FIREWORKS DISPLAYS AND WE SEEM TO BE UNABLE TO STOP IT FROM HAPPENING. >> SO REGARDLESS OF WHERE WE
GET THIS DATA, THERE’S ANOTHER STEP WHICH IS HOW DO YOU ACTUALLY STEP IN WHEN THESE THINGS ARE HAPPENING AND STOP IT? >> BUT ANOTHER CONVERSATION
MAYBE THAT’S FOR THE BUSINESS MEETING. >> YEAH, ONE DATA POINT I CAN ADD IS WE LOOKED AT THE AIR QUALITY MAP JUST AS KIND
OF AN OUTCOME MEASURE. SANDERS ACTUALLY DID BETTER THAN THE SURROUNDING CITIES EXCEPT FOR LV.
SO IT HAD VERY HIGH PARTICULATE IN THE AIR QUALITY WENT DOWN VERY QUICKLY THAT EVENING BUT
THE REST OF SANDERS THEY ACTUALLY LOOK BETTER THAN THE REGION. SO I JUST I’M NOT SURE IF
THAT’S AND AND I’LL TELL YOU I WENT UP ON TOP OF THE HILL IN THE EAST FOOTHILLS AND WATCHED THE SKYLINE AND THERE WERE A COUPLE OF HOTSPOTS IN SORT
OF THE EAST SIDE SOUTH AND THERE WAS A LOT OF AREAS THAT HAD LESS THAN IN PAST YEARS.
>> BUT I COULD SEE ALVISO LIT UP SO JUST RAISING THAT POINT.
>> OK, THANKS LAKES COUNCIL MEMBER. >> I HOPE YOU’LL JOIN US AT PRNS WITH THIS MONTH. >> THANK YOU. HAD A LOT.
WHY DON’T WE GO ON TO MALLACOOTA. THANKS. THANKS EVERYBODY FOR ALL THE
HARD WORK SUPEROXIDE ABOUT ALL THE NEWS SERVICES THAT ARE COMING ON EVERYONE ONE AMONG THEM THE FIREWORKS I THINK IT’S
THOSE ARE ALL GREAT ADDITIONS I ROB I KNOW I OCCASIONALLY CALL YOU SAYING I’M STUCK.
I’VE BEEN STUCK SEVERAL TIMES USING THE THREE ONE ONE APP FOR EXAMPLE MOST RECENTLY IF YOU
EVER CHOOSE AN ABSOLUTE A FUNCTION THAT TAKES YOU TO THE CITY WEBSITE, YOU’LL NEVER EVER GET BACK.
>> AND SO FOR EXAMPLE, I WAS REALLY EXCITED ABOUT THE AFFORDABLE HOUSING SITES. >> I JUST HIT THE LINK AND YOU KNOW, LOOKING AT ALL THE
OPTIONS, TRYING TO UNDERSTAND HOW GREAT IS THIS USEFUL WONDERFUL. >> AND THEN ONCE YOU’RE ON THE
CITY WEBSITE I CAN’T NOW EVER REPORT GRAFFITI OR ILLEGAL DUMPING.
>> HOW DO YOU GET BACK DISAGREEMENTS ABOUT THE PROJECT AND PRODUCT MANAGER? UM, LICCARDO, THAT IS TRUE THAT
THIS IS STILL AN EXISTING LIMITATION. >> WE ARE WORKING WITH OUR VENDOR IN ORDER TO ADDRESS OK
BECAUSE LITERALLY I HAD TO DELETE THE APP FROM MY PHONE AND DOWNLOADED IT AGAIN SO I COULD GET ACCESS TO THE APP
AGAIN. I DON’T KNOW ANY OTHER WAY TO DO IT AND I COULDN’T HELP BUT
NOTICE THAT YOUR NUMBER OF USERS IS ACTUALLY DROPPING AND I’M JUST WONDERING IF OTHER PEOPLE ARE HAVING THE SAME
EXPERIENCE THEY’RE GETTING PUSHED OFF THE APP AND THEY LITERALLY CAN’T GET BACK ON THE
APP YET. >> WHAT WE HAVE FOUND IS THAT WHEN WEARING A USER NAVIGATES
OUTSIDE THE APP THE PERSON WILL NEED TO CLOSE THE APP RESET START AGAIN. >> OK, ANOTHER EVENT THAT
THAT’S NOT THE RIGHT OUTCOME. >> WE WILL EMPHASIZE THAT WITH OUR VENDOR FOR NEAR-TERM ACTION. YEAH, I APPRECIATE IT BECAUSE I
MEAN IT’S HAPPENED TO ME TWO OR THREE TIMES. >> I’M GUESSING IT’S HAPPENING TO OTHER PEOPLE AS THEY’RE SURFING IN THE APP AND ANYWAY THANK YOU.
>> APPRECIATE THAT. I KNOW THERE’S A MUCH LONGER CONVERSATION TO HAVE ABOUT ABANDONED VEHICLES THAT WILL
HAVE IN A FEW WEEKS BECAUSE I KNOW EVERY DELTA MEMBER IS CONCERNED ON THIS ONE AND I APPRECIATE THAT THERE ARE CHANGES COMING THAT ARE GOING
TO REQUIRE FOLKS TO CHECK A BOX. SO IT’S VERY CLEAR THAT WE’RE COMMUNICATING TO PEOPLE ABOUT WHAT CONDITIONS WILL
ESSENTIALLY PRODUCT CONDITIONS WERE ACTUALLY TELLING A VEHICLE. >> I CAN’T HELP BUT THINK IN
TERMS OF USER EXPERIENCE IT WOULD BE REALLY HELPFUL IF WE WOULD LEVEL SET EXPECTATIONS WITH A SENTENCE AT THE VERY BEGINNING.
>> I MEAN I READ THROUGH ALL THE BULLET POINTS OF WHAT COMPRISES AN ABANDONED VEHICLE AND BLUNTLY I DON’T THINK MOST
USERS ARE GOING TO READ THROUGH ALL THAT THEY REALLY JUST WANT TO TAKE THE PHOTO, RECORD THE ADDRESS AND HOPE SOMEBODY DOES
SOMETHING ABOUT AND I THINK IT WOULD BE MUCH BETTER TO AT LEAST I MEAN WHILE THAT INFORMATION IS GOOD AND KEEP IT
IN THERE THEY HAVE SOMETHING IN BOLD THAT SAYS WE WILL NOT TOW VEHICLES IF THEY’RE OCCUPIED, WE WILL NOT TOW OPERABLE
VEHICLES IF THEY’RE NOT WRITING BLANK SOMETHING REALLY CLEAR SO PEOPLE EXPECTATIONS THAT ARE LEVEL TO THAT TO WHAT SERVICE
WE’RE ACTUALLY GOING TO PROVIDE. >> I THINK THAT WOULD BE VERY HELPFUL AS YOU’RE THINKING ABOUT USER EXPERIENCE JUST TO
THROW OUT ONE SUGGESTION AND I KNOW THERE’S A LOT OF OTHER ISSUES I HAPPEN TO THINK AMONG THEM THE FACT THAT WE HAVE SIX
DIFFERENT DEPARTMENTS INVOLVED IN THE ABANDONED VEHICLE PROCESS. >> I THINK THAT’S WHAT WE’LL
RETURN TO THAT. >> BUT I JUST THINK THAT’S SOMETHING WE’LL HAVE TO WE NEED TO ENSURE THERE’S MORE
ALIGNMENT OF ACCOUNTABILITY
THAT THERE ARE SOME GENERAL CONCERNS I JUST HAD ABOUT LOOKING AT THE QUARTERLY RESULTS IN THREE OF THE CATEGORIES POTHOLE STREET
LIGHTS AND GARBAGE COLLECTION. WE’VE ACTUALLY SEEN SOME REGRESSION. CAN YOU HELP TO UNDERSTAND WHAT
HAPPENED IN THE LAST QUARTER, WHY WE’RE SEEING DECLINING PERFORMANCE IN THE LAST QUARTER
IF WE CAN BRING UP THE SLIDE YOU’RE TALKING ABOUT THE FLUCTUATION YOU SEE ON THOSE SERVICES. >> YEAH, IF WE GO TO SLIDES I
THINK YOU’LL SEE IT IN SLIDE SIX, SEVEN AND EIGHT.
I KNOW IT’S ONLY A HAPPY WORLD WHERE THOSE GREEN BARS CONTINUE TO GO UP INTO THE RIGHT.
>> BUT SINCE THAT’S OUR GOAL. BUT THIS IS THIS IS PART THIS IS POTHOLES THAT POTHOLES AND
THEN THIS COLLECTION SERVICE WHICH IS SLIDE EIGHT AND THEN ON SLIDE SEVEN YOU’LL HAVE
STREET LIGHT OUTAGES TO ALL THREE OF THOSE SERVICES. >> WE’RE SEEING SOME REGRESSION
IN THE LAST QUARTER AND I KNOW YOU’VE SHOWN FOR SERVICES SO I’M RELUCTANT TO SAY THREE OUT
OF FOUR SHOWS A PATTERN BUT IT IS A CONCERN THERE.
I THINK WE WILL NEED TO DIP THAT INTO THE METRICS. UM, OK.
UH, MAJOR LICCARDO, OVERALL WE CERTAINLY SAW THE IMPROVEMENT IN THE LAST FOUR QUARTERS BUT FINDING OUT MAYBE BY READING
THROUGH THE SURVEYS ABOUT WHAT MADE THOSE TO DECREASE WOULD REQUIRE A BETTER PICTURE ABOUT THE BEHIND. >> AND AND I ALSO JUST POINT
YOU TO SLIDE FOURTEEN AS WELL AS LONG AS WE’RE TALKING ABOUT THE LAST QUARTER I AM JUST
CONCERNED ABOUT THE NUMBER OF USERS DECLINING INCLUDING
USERS FROM UNDERREPRESENTED COMMUNITIES. >> I UNDERSTAND COMPLAINTS OR
ACTUAL REPORT SERVICE REQUESTS ARE UP AND DOWN AND MAYBE A BIT UP IN THE LAST FEW QUARTERS BUT
WE HAVE FEWER FEWER PEOPLE
USING THE APP FROM OUTSIDE ON A PROJECT MANAGER. WHAT WE SEE IS THAT NORMALLY THERE IS AN UPTICK IN THE
AMOUNT OF SUMMER THAT WE DO CONSIDER OK ONE DECEMBER WE CAN NORMALLY SEE AND AGAIN SHOWING
UP MAYBE TWO THREE YEARS GRAPHIC CAN BE INTERPRETED BETTER BUT THAT’S SOMETHING
THAT WE HAVE SEEN IN THE PAST. AND IF I CAN ADD TWO THINGS MAYOR ROB LOWE, DEPUTY MANAGER . SO WE DID INSERT A COUPLE
OF THESE METRICS AS PART OF ITS PERFORMANCE MEASURES IN THE BUDGET AND IN THE AUDIT REPORT.
PART OF THAT IS RETAINING THE USER BASE. IF WE DO A GOOD JOB AND WE FULFILL WE SHOULD SEE THEM STAY
AND WE SEE PEOPLE OUT ON TOP. SO THAT’S THAT’S NOT SOMETHING WE’RE GOING TO TRY TO HOLD OURSELVES ACCOUNTABLE FOR. AND THEN ON THE OTHERS THERE IS
SOME SEASONALITY AND WE’VE HAD SOME STAFFING LIMITATIONS IN SOME AREAS WE’VE DIRECTLY LINKED SOME OF THOSE COUNCIL IS SUPPORTED LIKE IN ABANDONED
VEHICLES WITH ACTION. WE’RE WORKING WITH POLICE ON ACCELERATING BACKGROUNDING BUT
FOR SOME OF THE TEAMS JUST IN THEIR DEFENSE THAT THEY HAVE RUN INTO SOME SOME STAFFING ISSUES, WE’RE ADDRESSING THOSE SEPARATELY.
BUT LONG TERM YOU’RE RIGHT, WE SAW THE SAME TREND. SO THAT’S THE CONVERSATIONS WE’RE HAVING NOW IS THAT WE KEEP THAT IN A POINTED IN THE RIGHT DIRECTION. >> YEAH, OK.
AGAIN, I’M NOT LOOKING TO BLAME. I’M JUST TRYING TO UNDERSTAND AND TRYING TO UNDERSTAND IF WE
UNDERSTAND AND SO SO I LOOK FORWARD TO HEARING MORE LEARNING MORE. I DO APPRECIATE ALL THAT THE
CROSS DEPARTMENT COLLABORATION THAT’S NECESSARY TO MAKE THIS WORK THAT’S REALLY, REALLY HARD.
I KNOW AND SO THANK YOU ROB AND THANK YOU EVERYBODY FOR FOR ALL YOUR HARD WORK ACROSS THE MANY
SILOS WE HAVE IN OUR CITY, THIS STUFF ISN’T EASY AND IT’S EVEN HARDER WHEN EVERYBODY IS RACING AROUND TRYING TO UP TO MEET THE OBJECTIVES OF THEIR OWN
DEPARTMENT THE SAME TIME THAT THEY’RE CHIPPING IN TO TRY TO HELP US IN THIS CITY WIDE
EFFORT AND THAT JUST FINALLY A JAKOBSON IN RESPONSE TO THE
QUESTION OF CUSTOMER MCOWEN ALL THE DATA WE THINK WE’LL HAVE IN TERMS OF OUTCOMES, CITATIONS TO
THINGS LIKE THAT THAT’S GO INTO THE NEIGHBORHOOD SERVICES COMMITTEE. >> SO THAT’S THE SAME. WE GOT IT. ALL RIGHT. WONDERFUL. I LOOK FORWARD TO HEARING MORE.
>> THANK YOU ALL. GREAT MAYOR. I ALSO WANTED TO TALK ABOUT
USER BASE AND APP ADOPTION. SO WE ARE ADVERTISING AN APPLE WEBSITE AND A PHONE NUMBER BUT
WHEN I USE THE APP I GET KICKED TO A MOBILE WEB VERSION OF THE APP. IS THAT CORRECT?
AND SO MY ASSUMPTION IS THAT WE NO LONGER HAVE A PROPER MOBILE APP WITH PUSH NOTIFICATIONS.
>> IT’S NOT ACCURATE. THAT IS CORRECT. YES. OK, SO I MEAN THE DOWNSIDE OBVIOUSLY IS THAT THAT LIMITS
OUR FOLLOW UP COMMUNICATION TO PRIMARILY EMAIL. IS THAT RIGHT? IS THERE OR HOW ELSE ARE WE IS
EMAIL THE ONLY WAY WE’RE ABLE TO CLOSE THE LOOP WITH FOLKS GIVEN THAT WE DON’T HAVE A
NOTIFICATION OPTION MAYBE YOU’RE NOT SORRY YOU CAN EXPLAIN.
>> YEAH, LET ME BACK UP IT SEEMS TO ME SO I WAS KIND OF GOING ALONG THE SAME LINES AS IT SEEMS I WAS TRYING TO
READ BETWEEN THE LINES ON SLIDE SIX, SEVEN AND EIGHT AND IT SEEMED THAT WE’VE SEEN SOME
DECLINE IN SATISFACTIONS SPECIFICALLY BAD AND VERY BAD HAS TICKED UP ON A COUPLE OF THOSE PARTICULAR POTHOLES.
>> IT SOUNDED LIKE FROM THE ACTIONS TAKEN AND OR NEXT STEPS
THE IDENTIFIED THAT PART OF THE HYPOTHESIS WAS JUST AROUND BETTER COMMUNICATION WITH USERS AND THAT’S BEEN GENERALLY A
THEME WITH THESE SERVICES WE ARE CLEAR WITH PEOPLE SETTING UPFRONT EXPECTATIONS, FOLLOWING
UP AND CLOSING THE LOOP TO TELL THEM WE INVESTIGATED OR HERE’S WHAT HAPPENED. HERE’S WHY WE COULDN’T TAKE ACTION OR WHATEVER IT MIGHT BE.
IT REALLY COMES DOWN TO COMMUNICATION WITH THE PERSON REQUESTING SERVICE. >> OBVIOUSLY WE’D LIKE TO HAVE
A HUNDRED PERCENT FULFILLMENT BUT THE BASIC BAR IS JUST A LOT OF COMMUNICATI >> I THINK PEOPLE APPRECIATE
THAT. >> SO ARE WE LIMITED AT THIS POINT TO ONLY COMMUNICATING WITH THREE ONE ONE USERS WHEN WE’RE CLOSING THE LOOP AND
WE’RE COMING BACK TO THEM TO TELL THEM THANKS FOR FILING YOUR REQUEST.
>> HERE’S WHAT HAPPENED. WE WERE ABLE TO FULFILL IT OR WE WANT OR WE LIMITED SOLELY TO EMAIL AT THIS POINT WE HAVE
SEEN A COUPLE OF OPPORTUNITIES THAT WE HAVE USED. NO ONE IS WE CAN WE HAVE ADDED ADDITIONAL TEXT FOR EXAMPLE TO
THE UI SO THAT UP FRONT A RESIDENT WILL READ WHAT IT SERVICE ABOUT THAT WAS EVEN
BEFORE A I THINK ON THE FOLLOW UP THE ANSWER IS YES. SO OUR MAIN CHANNEL IS WHEN WE
UPDATE SOMEONE ON A CASE IT IS BY EMAIL RATHER THAN IN APP ALERT OR ANYTHING LIKE THAT.
>> SO I THINK IT WOULD BE IF YOU’RE NOT ALREADY DOING THIS YOU PROBABLY ARE BUT IT MIGHT BE HELPFUL TO ALSO SURFACE IT IN THIS REPORT WHEN THIS COMES
BACK TO COMMITTEE, I THINK IT WOULD BE HELPFUL TO UNDERSTAND OUR COMMUNICATION CHANNELS AND THEIR PERFORMANCE.
SO ARE WE GETTING IN BOX DELIVERY? WE’RE KIND OF OPEN RATES. ARE WE GETTING ARE WE WHAT PERCENTAGE OF PEOPLE HAVE GIVEN US A PHONE NUMBER WE CAN TEXT?
ARE WE USING IT? >> WE KNOW SEEMS OPEN QUOTE UNQUOTE. RATES ARE STILL GENERALLY OVER
90 PERCENT WHICH IS VERY HIGH EMAIL CAN OFTEN BE 10, 15, 20 PERCENT DEPENDING ON THE SERVICE.
>> SO I MEAN I GUESS I JUST I WORRY THAT WITH WITH ONLY BEING SO DEPENDENT ON ONE CHANNEL
THAT IS INCREASINGLY LOW RESPONSE, WE’RE VERY WE’VE
LIMITED OUR ABILITY TO COMMUNICATE EFFECTIVELY WITH THE CUSTOMER OR THE RESIDENT HERE.
>> MAYBE I COULD ALSO BACK UP AND JUST ASK ARE WE ARE WE STILL FEELING CONFIDENT IN OUR
DECISION TO MOVE AWAY FROM IT FROM NATIVE APPS WITH WITH THE
PUSH NOTIFICATIONS? I COULD TAKE THAT WHERE WE ARE ALSO CONSIDERING BECAUSE
REMEMBER IMPLEMENTING WHAT’S CALLED A PROGRESSIVE WEB APP THAT WILL PROVIDE A BETTER
COMMUNICATION, A BETTER RESPONSE. THAT IS WHAT MOST OF THE TECHNOLOGY IS GOING.
>> SO THAT IS PART OF ALSO OUR PRODUCT ROADMAP. >> SO GIVE ME A LITTLE MORE CONTEXT. I’M NOT FAMILIAR WITH WHAT YOU’RE DESCRIBING.
YOU’RE CONSIDERING WHAT THE NEW TECHNOLOGY IS USED BY SEVERAL
SEVERAL APPS IN RETURN THAT JUST GIVE YOU A COUPLE OF EXAMPLES.
I THINK FACEBOOK TARGET FOR EXAMPLE DO USE WHAT IS CALLED B.W. A PROGRESSIVE WEB APP IS A
SOLUTION THAT ALLOWS US TO HAVE A SHORTER APPLICATION, A SHORTER SIZE APP ON YOUR CELL
PHONE AND STILL ALLOW US TO HAVE COMMUNICATION SIMILAR TO A
NATIVE APP. THAT IS WHAT WE ARE CONSIDERING. I’LL CERTAINLY BE GLAD TO SHARE AND I CAN ADD TWO THINGS TO
THAT IS ONE IS IT DOES MIMIC NATIVE APP. IT DOESN’T HAVE TO BE HOUSED ON A STORE BUT IT HAS SOME OF THOSE FEATURES.
WE ARE ALSO JUST ON THE SIDE WORKING ON THE APPLE AGREEMENT TO HOST SOME OF THE TERMS IN THE CITY ATTORNEY’S OFFICE CAN VALIDATE THIS THE TERMS OF THE
MOST RECENT HOSTING AGREEMENT ARE PRETTY ONEROUS AND THE ONE SIDED IN THE CITY ATTORNEY’S OFFICE WOULD RECOMMEND WE NOT
SIGN IT. SO WE’RE WORKING THROUGH SOME OF THOSE CONSIDERATIONS BUT IT
DOES LIMIT OUR ACCESS TO THE APPLE STORE. AH, WE’RE CONFIDENT DECISION NOT TO HAVE A NATIVE APP JUST IN TERMS OF COST AND
DEVELOPMENT AND SPEED BUT WE WANT THOSE FEATURES BACK HENCE WHY THE ADA REPRESENTS WHAT WE’RE LOOKING AT . >> YEAH AND I FEEL I’VE
DEVELOPED APPS FOR I UNDERSTAND THE TRADE OFFS AND COSTS AND I GET IT AND I’M SURE THERE’S A
LOT MORE CONTEXT THAT YOU KNOW WE’RE NOT GOING TO FLUSH OUT HERE. >> IT JUST IT STRIKES ME THAT THERE’S A REAL RISK THAT WE
COULD WE COULD ENABLE ALL THESE GREAT SERVICES AND IF WE’RE NOT ABLE TO RELIABLY COMMUNICATE
AND SPECIFICALLY CLOSE THE LOOP WITH PEOPLE, TELL THEM WE DID IT OR WE DIDN’T AND HERE’S WHY THAT THAT COULD BE A REAL
VULNERABILITY FOR US IN SCALING . >> AND THEN I DID WANT TO JUST AND I’LL WRAP UP HERE BUT I WANTED TO TALK ABOUT SCALING THE APP.
>> WHEN DO WE FEEL LIKE AND DO WE ALREADY FEEL LIKE WE’RE AT A POINT WHERE WE SHOULD BE
FOCUSING ON USER BASE GROWTH? WE TALKED A LITTLE BIT ABOUT UNDERREPRESENT COMMUNITIES. THAT’S EXCITING TO SEE THAT
WE’RE DOING SOME ADVERTISING THERE. ARE THERE OTHER OPPORTUNITIES TO CROSS PROMOTE THE THREE ONE
ONE SERVICE WITH OTHER HIGH TOUCH POINT? I GENERALLY SEE THREE ONE ONE AROUND OTHER CITY SERVICES BUT
WE’RE STILL TOUCHING A FRACTION OF OUR OF OUR OUR CITY’S POPULATION AND AND I THINK
WE’VE GOT SOMETHING HERE THAT WELL NEEDS TO CONTINUE TO BE IMPROVED IS IS YOU KNOW, PRETTY IMPRESSIVE.
>> IT’S A LOT OF DIFFERENT USEFUL SERVICES AND QUITE A FEW OF THEM HAVE PRETTY HIGH SATISFACTION RATES.
>> SO WHAT ARE THE THOUGHTS ON MARKETING AND GROWTH OF THE USER BASE? THE HONEST ANSWER TO THAT ONE
IS IS WE’LL WORK MORE ON THAT ONE. THE CAMPAIGN WE DID WAS WE ACTUALLY SAW A LOT OF GOOD RESULTS WHEN HERMAN AND HIS
TEAM ACTUALLY WENT TO COMMUNITY EVENTS AND WE SAW AN UPTICK ON
OUR EQUITY ATLAS COMMUNITIES THAT THE HIGHER NUMBERS WHEN WE ACTUALLY DID THAT OUTREACH WE ACTUALLY HAVEN’T EXPLORED THE
CROSS MARKETING CONCEPT YET. SO THAT’S GREAT ADVICE. LET’S TAKE THAT AND COME WITH A CAMPAIGN TO FURTHER REACH THOSE
AUDIENCES. THE THREE THINGS WE DID WAS THE MARKETING SOCIAL MEDIA
MARKETING, THE MARKETING IN THOSE NEIGHBORHOODS, BUS STATIONS, THAT KIND OF STUFF AND THEN THE INFIELD WORK THAT
HERMAN AND HIS TEAM DID. BUT SOME OF THAT WE CURTAILED WHEN COVID WITH THAT.
SO WE’LL TAKE A LOOK AT THAT. BUT WE ACTUALLY DIDN’T HAVE CROSS MARKETING ON OUR LIST SO WE’LL ADD THAT ON IF YOU HAVE
ANY OTHER ADVICE FROM YOUR EXPERIENCE. >> WELL, APPRECIATE IT. OH GREAT. YEAH, I’D LOVE TO FOLLOW UP AND
TALK MORE ABOUT SCALING THE USER BASE AS BEST WE CAN. OBVIOUSLY THE COST OF ACQUISITION AND ALL BUT I THINK WE’VE GOT SOMETHING
PRETTY POWERFUL HERE AND AS WE’RE CONTINUING TO REFINE IT AND IMPROVE ON THE SERVICE, WE ALSO NEED TO GET IN FRONT OF MORE PEOPLE AND THEN FINALLY
ACTUALLY START I’LL BE VERY HAPPY ENTERTAIN A MOTION AFTER THIS. >> BUT DO WE DO REGULAR USER TESTING OR WE ACTUALLY BRING
THE FIRST SAMPLE OF RESIDENTS IN OR DO THIS VIRTUALLY OF COURSE TO USE THE APP WHERE WE CAN JUST WATCH AND SEE WHAT
BARRIERS THEY RUN INTO. IT GIVES OUR OUR TESTING TO
INVOLVE MORE RESIDENTS BEFORE SO NOW WE REACH OUT TO COMMUNITIES WE HAVE VOLUNTEER TESTING EVENT THAT WE HAD WITH OUR USER EXPERIENCE ANALYST. WE HAD A NUMBER OF THIRTY FIVE
VOLUNTEER RESIDENTS. WE DECIDED TO JOIN IN TESTING. >> THE ANSWER IS YES, OK, BUT
WE WILL ALSO INCLUDE IN THAT SCENE A FIRST TIME USER TRY TO SIGN UP FOR THE FIRST TIME USE USER SERVICE FOR THE FIRST TIME