(d)3. 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 | M a y 1 9 , 2 0 2 5 JOHN RISTOW – Director, Department of Transportation
KHALED TAWFIK– Chief Information Officer, Information Technology Department ARIAN COLLEN – Division Manager, Department of Transportation NAMRATA BATRA AGRAWAL – Products and Projects Manager, Information Technology Department Vehicle Concerns: Triage Hub
Right request, to the right department, for the right service 2 2
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 DATE RANGE: 07/01/24 - 03/31/25
Glad it got taken care of. Thank you 3
Customer Satisfaction Trend:
4 4
Very helpful and fast response with my concern.
20% 18% 15%20% 19% 23% 27% 29%
39% 39% 37%
67%
54% 55% 58%
6%
16% 12% 10%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Customer Satisfaction Trends: Good/Very Good
SJ311- Abandoned Vehicles: July 2021- March 2024
VS
Vehicle Concerns- Abandoned Vehicles: April 2024- March 2025 Good/Very Good - Abandoned Vehicles Good/Very Good - Vehicle Concerns: Abandoned Vehicles Neutral - Vehicle Concerns: Abandoned Vehicles Most Requested Vehicle Concern Programs
5 5
DATE RANGE: 07/01/24- 03/31/25
Thanks for your service. The vehicle will not move if not with your warning notice. The goal is achieved and I'm very happy with the result.
DOT- Abandoned Vehicle
SJ311 Requests Received: 3,059
PTCO Proactive Investigations: 5,949
Requests closed: 8,790
Outcomes
Vehicles towed: 1,810
Vehicles cited: 0
% of requests resulting in tows: 21%
DOT- Extended Parking Stay
SJ311 Requests received: 14,336
Requests closed: 14,032
Outcomes
Vehicles towed: 18
Vehicles cited: 897
% of requests resulting in tows: < 1%
HSG- Lived In Vehicles
SJ311 Requests received: 3,245
Requests closed: 1,452
Outcomes
Outreach provided: 331
Outreach attempted: 680
% of requests resulting in outreach: 10%
Vehicle Concerns- CSAT Dashboard
6 6
Excellent service, prompt response and
great communication.
Vehicle Concerns - CSAT Dashboard
7 7
I am very satisfied with the outcome of my vehicle concern. The vehicle was moved a few days after it was tagged. 8 8
RV’s & Trailers
Inventoried at OLIVE Sites: 167
Outcomes
Vehicles towed: 10
Tow Rate: 6%
Personal Vehicles
Inventoried at OLIVE sites: 514
Outcomes
Vehicles towed: 12
Tow Rate: 2%
Progress
(As of May 1, 2025)
Goal: Address the environmental and safety
issues caused by oversized and lived-in
vehicles parked on city streets
30 sites
by June 2025
18 sites Active/Complete
Oversized & Lived-In Vehicle Enforcement
(OLIVE)
OLIVE Dashboard - Inventory
9 9
OLIVE Dashboard – Progress Map
1010
OLIVE Site Map OLIVE Site Details
Before & After Photos
Schedule
Timeline: Next Steps
11 MAR
2024
JUN
2024
SEP
2024
OCT
2024
JAN
2025
MAY
2025
JUNE
2025
DEC
2025
Go-Live
T&E Status Report T&E Status Report
Launch of Oversized & Lived-In
Vehicle Enforcement Program
(OLIVE)
T&E Status Report
Thanks so much for your time and attention on this! Saw Vehicle get towed today. Thanks again! Defect Fixes
Vehicle Concerns
Dashboard Launched
Finalize second citywide OLIVE
inventory, analyze data, and identify
first 25 OLIVE sites for FY 25-26
Conduct midyear OLIVE inventory,
analyze data, and identify second
25 OLIVE sites for FY 25-26
Questions & Feedback
Arian Collen, Department of Transportation, [email protected] Namrata Batra Agrawal, Information Technology Department, [email protected] 12