Item (d)2 Beautify San Jose: Vehicle Concerns Status Report T r a n s p o r t a t i o n a n d E n v i r o n m e n t C o m m i t t e e | J u n e 3 , 2 0 2 4 KHALED TAWFIK – Chief Information Officer, Information Technology Department JOHN RISTOW – Director, Department of Transportation
ARIAN COLLEN – Division Manager, Department of Transportation NAMRATA BATRA AGRAWAL – Acting Products and Projects Manager, Information Technology Department Vehicle Blight Project: Background Private property vehicle issues Non-emergency vehicle calls Homeless concerns Vehicle Abatement Program BeautifySJ
DOT SJPD PBCE HOUSING PRNS
Project Goal:
2 Under the sponsorship of the City Manager’s Office, the Information Technology Department (ITD), and the Department of Transportation (DOT), launched a multidepartmental team, collaborating on reimagining the response, resolution, and tracking of vehicle complaints for higher effectiveness and resident satisfaction.
Departments
coordinating
Vehicle Blight
related response:
Customer Satisfaction Trend
3 3
Thanks for the prompt action
Vehicle Blight Project: Timeline
4 Oct 2022- Apr 2023
Human centered design process
completed
New process flow designs completed
Apr 2023- Jun 2023
Functional design completed.
Complete follow-up data analysis
Identify/deploy interim
communication enhancements
T & E status report.
Jul20 23- Aug 2023
Development contract finalization
Complete 72-hour pilot data
analysis and identify any needed
program adjustments
Sep 2023- Jan 2024
Buildout of redesigned SJ311 and
supporting workflow systems
T & E status report.
Development completed
Gradual phasing of 72-hr investigations and
enforcement (based upon pilot outcomes)
Develop education and outreach plan
Feb 2024- Mar 2024
Testing
+
Go Live- Phase I
Vehicle Concerns: Triage Hub
Right Request, to the right department, for the right service 5 5
Vehicle Concerns:
Triage Hub
DOT
Vehicle
Abatement
DOT
Extended
Parking Stay
Enforcement
DOT
Illegal
Parking
HSG
Lived-in
vehicles
BSJ
Cleanup
PD
Stolen,
Narcotics,
Human
Trafficking
PBCE
Private
Property
CCC
External
Referrals
USER
Vehicle Concerns: Data
6 6
Your service is very valuable and is helping keep San Jose cleaner, safer, and less blight for nice neighborhoods. What you are doing is working!
Service request volume by investigating departments: 03/28/24- 05/15/24 3689
598
43 92
85 570
DOT- Vehicle Abatement, Extended Parking Stay,
Illegal Parking
HSG- Lived-in Vehicles
BSJ- Vehicle Trash, Park Trash
SJPD- Stolen, Narcotics, Prostitution
PBCE- Private Property
CCC- Other Vehicle Concerns
Volume of requests
Investigating Department
(73%)
(12%)
(1%)
(2%)
(2%)
(11%)
633
2214
842
Vehicle Abatement Extended Parking Stay
Enforcement
Illegal Parking
DOT
40 3
Vehicle Trash Park Trash
BSJ
14 58
20 Stolen Narcotics Prostitution
SJPD
Service Enhancement Outcomes
7 7
DATE RANGE: 03/28/24- 05/15/24
Overall experience is great.
DUPLICATES AVOIDED
401
CLOSE-OUTS AVOIDED FROM
INACCURATE REPORTS
408
CASES REQUIRING MULTIDEPARTMENT COORDINATION
4 TOTAL VOLUME OF SERVICE REQUESTS
5077
VOLUME OF TOWS
128
VOLUME OF CITATIONS
74 NUMBER OF
STOLEN VEHICLE HITS
14 ENFORCEMENT OUTCOMES
TRIAGE BENEFITS
OPEN: 221 | IN PROGRESS: 1778 | CLOSED: 3078
8 8
Vehicle Concerns: Front-end lookup
9 9
Like the photo from the outcome
Vehicle Concerns— CSAT Dashboard Mockup
1010
* This is a simulated version of the dashboard for illustrative purposes only.. The actual dashboard may differ slightly.
Great job! The car moved
11 Thanks for the prompt action
Key Accomplishments
Publish Abandoned
Vehicle Investigations
Outcomes Dashboard
Central Triage Engine
Creation
Redesign, Build and
Implement Phase-1
Vehicle Concerns
Improved
Communication
Expanded and Less
Restrictive Reporting
Options
Enable Phone Intake
City Customer Service
Standards Applied to
Vehicle Complaints
Proactive Patrols
Realignment
Pilot Program: Extended
Parking Stay Enforcement
Pilot Program:
Recreational Vehicle
Pollution Prevention
Program (RVP3)
Created New Towing
Ordinances (Oversized
and Overnight
Restrictions)
Reviewed Opportunities
for Legislative Changes to
CVC Safety Threat
Safety and Vulnerable
Populations Training for
Field Staff
Timeline- Next Steps
1212
Thank you. That boat would have lived there forever if you didn’t provide this important service. San Jose deserves this 311 app
Mar 2024
Vehicle Concerns
Go Live- Phase I
and stabilization
Apr 2024
Communications
review by CMO
May 2024
Update
communications
on SJ311- Vehicle
Concerns
Jun 2024
T & E status
report.
Defect fixes
Jul 2024
Defect fixes
Vehicle Concerns Dashboard Launch
Dec 2024
T & E status report.
Apr 2025
Vehicle Blight v1.1
Questions & Feedback
Arian Collen, Department Of Transportation, [email protected] Namrata Batra Agrawal, Information Technology Department, [email protected] 13