(D) 2. Vehicle Concerns and Service Improvements 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 | O c t o b e r 7 , 2 0 2 4 JOHN RISTOW – Director, Department of Transportation
JIM BERSIG – Assistant CIO, Information Technology Department ARIAN COLLEN – Division Manager, Department of Transportation NAMRATA BATRA AGRAWAL – Products and Projects Manager, Information Technology Department Customer Satisfaction Trend: Good/ Very Good
2 2
The timing of this was done next day and is so appreciated! Amazing response and action.
17%
17%
25%
34%
39%
61%
Customer Satisfaction Trends: Good/ Very Good
SJ311 Abandoned Vehicle: October 2021 – March 2024
Vs.
Vehicle Concerns Abandoned Vehicles: April 2024 - August 2024 Vehicle Concerns: Triage Hub
Right request, to the right department, for the right service 3 3
Vehicle
Concerns:
Triage Hub
DOT
Vehicle
Abatement
DOT
Extended
Parking Stay
DOT
Illegal
Parking
HSG
Lived-In
Vehicles
BSJ
Vehicle Trash
Park Trash
Code
Private
Property
PD
Stolen Vehicles
Narcotics
Prostitution
USERS
Vehicle Concerns: Data
4 4
Thank you That vehicle was moved
DATE RANGE: 03/28/24- 08/31/24
Most Requested Vehicle Concern Programs
5 5
DATE RANGE: 03/28/24- 08/31/24
Appreciate the response time that CSJ seems to be a little faster to cite as needed, thank you for keeping our streets safe and clean
DOT- Abandoned Vehicle
SJ311 Requests Received: 2,379
PTCO Proactive Investigations: 3,390
Requests closed: 5,593
Outcomes
Vehicles towed: 1,285
Vehicles cited: 0
% of requests resulting in tows: 23%
DOT- Extended Parking Stay
SJ311 Requests received: 7,970
Requests closed: 7,576
Outcomes
Vehicles towed: 11
Vehicles cited: 425
% of requests resulting in tows: < 1%
HSG- Lived In Vehicles
SJ311 Requests received: 1,887
Requests closed: 993
Outcomes
Outreach provided: 246
Outreach attempted: 400
% of requests resulting in outreach: 25%
Vehicle Concerns- CSAT Dashboard
6 6
Thank you for helping our neighborhood.
Vehicle Concerns- CSAT Dashboard
7 7
Wow! Thank you so much to the parking compliance officer and tow truck that came out yesterday to take the boat. I can now safely back out of my driveway.
Timeline: Next Steps
8 MAR
2024 APR MAY JUN JUL AUG SEP OCT NOV DEC JAN
2025
Go-Live
Communications
Review by CMO
Updated
Communications on
SJ311 – Vehicle Concerns
T&E Status Report
Defect Fixes Defect Fixes
Vehicle Concerns
Dashboard Launched
Defect Fixes
T&E Status Report
Launch of Oversized
Vehicle Regulation
Pilot
Refine Vehicle
Concerns Dashboard
Defect Fixes
MAY
2025
Oversized Vehicle
Regulation Pilot
T&E Status Report
Good communication! Thanks!
Questions & Feedback
Arian Collen, Department Of Transportation, [email protected] Namrata Batra Agrawal, Information Technology Department, [email protected] 9