Item 5.1 Beautify San José: Vehicle Blight Status Report City Council | May 16, 2023
KHALED TAWFIK – Chief Information Officer, Information Technology Department LILY LIM-TSAO – Assistant Director, Department of Transportation HEATHER HOSHII – Division Head, Information Technology Department OLYMPIA WILLIAMS – BeautifySJ Division Manager, Parks, Recreation & Neighborhood Services
Poor customer
satisfaction (16%)
with SJ311
Abandoned Vehicle
service delivery
Frustrated calls to
Council District
Offices
Vehicle Complaints Are Changing
Reflected in Residents’ Requests and Satisfaction with Services Urbanization
• Neighborhood density Increased demand of parking
• Increase of lived-in vehicles parked and impacting city streets Customer
Dissatisfaction
City Services and Laws
• Past narrow focus: abandoned, inoperable, stolen
• Limited legal authority/enforcement options
• Program resourcing- Balancing resources, reactive responses, equitable outcomes, and compassion
• Siloed departmental responses and disparate systems
• Minimal interdepartmental coordination
Customer Challenges
• Educating what to expect, laws, timing, neighbor disputes • Communication quality and regularity
• Poor coordination – premature closures and re-routing
DOT PRNS HSG SJPD PBCE
22 Contention for Parking Space
1.53 Million Registered Vehicles
~656,000 Licensed Drivers
321,000 Expired Registrations
San José Registered Vehicles to Driver Ratio
2.3 registered vehicles for every 1 driving-aged resident in San José 21% of vehicles have expired registration for 6+ months Further analysis on Department of Motor Vehicles (DMV) data in progress - Identify areas of San José impacted by high vehicle volumes and expired registration - Blend DMV and CSJ data sets to understand equity impacts of parking enforcement - Understand breakdown of vehicle type, ownership, and use 3 Top Vehicle-related Customer Concerns-DOT
General Illegal
Parking
21,989
Abandoned/
Inoperable
Vehicles
2,935
Specific
Type of
Vehicle
2,667
Nuisance
(Disliked)
Vehicles
1,039
Potential
Stolen
Vehicles
859
266
621
223
Potential Illegal Activity
Lived-in / Encampment
Vehicles
Environmental/ Trash
4 15,000+
Related
Requests
Complaints Span Abatement to Management
Abandoned Vehicles (12%)
Abandoned vehicles | Inoperable vehicles |
Stolen vehicles
Tools: California Vehicle Code (CVC),
direct and clear enforcement
mechanisms and processes
Enforcement: Tow
Activity: Vehicle Abatement Program
Illegal Parking (72%)
General illegal parking | Expired registration |
Storage on-street (72-hours) | Red curbs, fire
hydrants | Potential illegal activity
Tools: Limited CVC and local parking rules
and regulations
Enforcement: Warning, citation, tow
Activity: Pilot program investigation of 72-
hour complaints
Challenges: Identifying violations, chasing vehicles
Blight / Public Nuisance (16%)
Complicated violations | Boats, trailers, RVs |
Unsightly/dislike | Blight | Lived-in | Environmental
issues/trash/waste | Private property
Tools: No parking rules and regulations
Enforcement: None to time-intensive
Activity: No service, educate and
communicate with kindness
Challenges: Laws, complex multi-departmental
coordination, equity impacts
5 Towed
1,467
20%
Did not qualify
for Investigation
21,500
76%
Investigated
7,425
24%
Total volume of SJ311 DOT service reports
~29,000 in FY 2021-2022
Investigated Reports Towed Vehicles Reports that did not qualify for an investigation 16% Customer
Satisfaction
50%-60%
Customer
Satisfaction
Service Requests vs Service Delivery - Current
Towed
1,623
31%
Total volume of DOT
proactive patrol
investigations ~5,232 in
FY 2021-2022
Investigated, no violation
Towed
6 Customer-centric Solutions
Data Analysis +
Human-centered Design
7 Service Requests vs Service Delivery-Planned
*Projected
investigations
(up to)
10,000
45%
Current
investigations
7,425
33%
Reports that did not qualify for an investigation
Current
Abandoned
Vehicle service
request volume
* Up to10,000 additional investigations facilitated through additional resources Projected Total Volume of SJ311 DOT Service Requests
~22,500 in FY 2023-2024
16% Customer
Satisfaction
8 SJ311 DOT service reports
~29,000 in FY 2021-2022
50-60% Customer
Satisfaction
Service Requests vs Service Delivery-Planned
*Projected
investigations
(up to)
10,000
45%
Current
investigations
7,425
33%
Reports that did not qualify for an investigation
Current
Abandoned
Vehicle service
request volume
Projected service
request volume after
direct assignment of
~6,500 requests to
correct departments
* Up to10,000 additional investigations facilitated through additional resources Projected Total Volume of SJ311 DOT Service Requests
~22,500 in FY 2023-2024
16% Customer
Satisfaction
9 SJ311 DOT service reports
~29,000 in FY 2021-2022
50-60% Customer
Satisfaction
Service Requests vs Service Delivery-Planned
*Projected
investigations
(up to)
10,000
45%
Current
investigations
7,425
33%
Reports that did not qualify for an investigation
Current
Abandoned
Vehicle service
request volume
Projected service
request volume after
direct assignment of
~6,500 requests to
correct departments
* Up to10,000 additional investigations facilitated through additional resources Projected Total Volume of SJ311 DOT Service Requests
~22,500 in FY 2023-2024
16% Customer
Satisfaction
10 SJ311 DOT service reports
~29,000 in FY 2021-2022
50-60% Customer
Satisfaction
Service Requests vs Service Delivery-Planned
*Projected
investigations
(up to)
10,000
45%
Current
investigations
7,425
33%
Reports that did not qualify for an investigation
Estimated
50%-60%
Customer
Satisfaction
Current
Abandoned
Vehicle service
request volume
Projected service
request volume after
direct assignment of
~6,500 requests to
correct departments
* Up to10,000 additional investigations facilitated through additional resources Projected Total Volume of SJ311 DOT Service Requests
~22,500 in FY 2023-2024
16% Customer
Satisfaction
11 SJ311 DOT service reports
~29,000 in FY 2021-2022
50-60% Customer
Satisfaction
High-Impact Customer Satisfaction Initiatives
PROBLEM/COMPLAINT SOLUTION STATUS POTENTIAL IMPACT
Closed SJ311 requests with reference
to other departments requiring
customer process knowledge.
Service requests are unintentionally
submitted to incorrect department or
agency.
Phase I - Warm hand-offs to responsible department. Log callers email for tracking and surveys.
Phase II – Develop central triage engine to direct service request to correct department regardless of intake point.
Done
Planning
Customer Satisfaction +5 %
Closed requests without clear
explanations and/or caring language.
Improve communication: revise messaging; outcomes
dashboard and map on SJ311 Done Customer Satisfaction + 5% Lack of investigations and response to
stored vehicle (72-hour) complaints.
Pilot program focused on investigating vehicles reported as stored on-street/parked for extended period without
movement.
Proactive patrols realignment to increase patrol frequency in high impact areas.
In Progress
ETA 5/30/23
Customer Satisfaction +8 %
Customer reporting options are limited
to online/ app.
Provide additional reporting opportunities through
relaxed photo requirement, anonymous submissions, and
enable phone intake
Planning Customer Satisfaction +5 %
Customer frustration with City's
passive approach to addressing lived-in
vehicles.
A cross-departmental team is developing policy
recommendation framework to better address lived-in
vehicles through services and potential enforcement options.
In Progress Customer Satisfaction +1%
12 Vehicle Abatement History
13 Pre-pandemic Vehicle Abatement Program
FY 2019-2020 data
60,000
SJ311 Service
Requests
81,000
Field Visits
3,600
Tows
• Investigated all
SJ311 service
requests
• ~ 25,000 Unproductive
field visits
• Suboptimal use of
resources
< 7% Tow Rate
Current Vehicle Abatement Program
FY 2021-2022 data
29,000
SJ311 Service
Requests
22,000
Field Visits
3,090
Tows
• Prioritize abandoned vehicle towing
• Narrow investigation criteria
• 7,425 SJ311 service requests
Investigated (25%)
• Introduced new layer of program equity
• ~2,100
Unproductive field
visits
• Optimized use of
resources
26% Tow Rate
5,323
Proactive
Patrols
Pilot— Responding to 72-hour Complaints
Investigation
Criteria
• Parked in area without existing posted restrictions
• Parked at same location without moving for 10 days prior to reporting • Temporary investigation holdon vehicles recently investigated and found in compliance Understanding
Outcomes
• ENFORCEMENT MECHANISM: Warning citation
• Impacts of citation vs. tow on vehicle owner behavior and customer service • Impacts on blight and related issues
• Resource impacts and efficiency
Customer
Experience
• Hearing "no" or "does not qualify for investigation" less • More vehicle investigations
• Additional and updated communications
• Investigation and outcomes dashboard and map
14 15
Communication Enhancements
One voice
communication
based in
kindness and
education
Say 'no’ less
and never
'not the right
department’
Set
expectations
upfront during
report intake
Proactive
outreach
program to
educate
customers
Status
updates at
regular
intervals
Evidence
(photos) based
report
close-out
Ability to
re-open
reports
(customers)
Investigations
outcome
dashboard
Abandoned Vehicle Investigations
Outcomes Dashboard - SJ311
16 Addressing Lived-in Vehicles and Related
Blight-BeautifySJ
17 Approach to Addressing Lived-in VehiclesPilot Recreational Vehicle Pollution Prevention Program (RVP3)
APPROACH
Pilot program,
launched in March
2023, to address the
inappropriate
dumping of biowaste
and trash
accumulation around
lived-in vehicles
ACTION
Program has
collected
and disposed of
11,000+ gallons
of biowaste
FOCUS
Educate program
participants on how
to properly dispose
of biowaste
APPROACH
A cross-departmental
team developing policy
recommendation
framework to better
address lived-
in vehicles through
services and potential
enforcement options
ACTION
Address non-
compliant vehicles
issues (items stored
on sidewalks/
streets, draining
biowaste onto
streets)
FOCUS
Education and
engagement
GOAL
Determine
conditions
that could lead
to vehicle
abatement
Items for Policy Work and Feedback
18 Restrict the parking of
certain types of unpowered
vehicles on city streets
(trailers, boats, etc.)
Expired vehicle registration
enforcement approach
Public nuisance ordinance
outlining extreme blight and
options for removal when
imminent safety threat
Lived-in vehicles, caravans,
and related blight
(biowaste, hoarding,
enforcment etc.)
Prohibition and prevention of
private vehicles driving or
parking on trails and parks
greenspace
Proposed legislation impacting
vehicle blight enforcement
(AB 1082)
Citywide towing activities,
responsibilities, enforcement
authorities, and management
Training for emerging safety,
health, and special audience
needs
City customer service
standards and responsibilities
applied to vehicle complaints
18 Next Steps
June
Complete functional design
of reimagined SJ311
Complete follow-up data analysis
Identify/deploy interim
communication enhancements
July
Begin buildout of redesigned
SJ311 and supporting
workflow systems
August
Complete 72-hour pilot data
analysis and identify any
needed program adjustments
September
Gradual phasing of 72-hr
investigations and enforcement
(based upon pilot outcomes)
October
Develop education and
outreach plan
November
Conduct user testing
December
Go Live- Phase I
T&E status report
19 ONE TEAM: Collaborative Design by 7 Departments
Empathy for Resident Voices + Cross-department Solutions + Focus on Outcomes 20 Continuous Improvement Impacts to
Customer Service
21 Questions & Feedback
Heather Hoshii, Information Technology/Transportation Departments, [email protected] Namrata Batra Agrawal, Information Technology Department, [email protected] 22