Item Number: 18
City Council / Board of Directors
Consent Calendar
Meeting of: August 18, 2026
Submitted By:
Tanya Thomas, Technology Manager
Subject:
Fiscal Year 2025/2026 VictorvilleNOW Annual Report – Year One Resident Engagement and Service Metrics
Recommendation:
That the Honorable City Council review and file the attached Fiscal Year 2025/2026 VictorvilleNOW Annual Report.
Fiscal Impact:
There is no fiscal impact associated with this action.
Strategic Plan Goal:
This item aligns with Strategic Plan Goal F, Communication and Outreach. The City focuses on building strong connections with community partners, residents, and employees.
Background:
VictorvilleNOW is the City’s mobile app for reporting non-emergency issues and connecting residents with municipal services. Since its launch in July 2025, the platform has empowered residents to submit service requests, track progress, and communicate directly with City departments. The app supports the City’s commitment to responsive, citizen-centered service and continuous innovation.
Discussion:
The VictorvilleNOW Annual Report demonstrates the City’s progress in leveraging technology to enhance resident engagement and streamline municipal service delivery.
The app’s adoption rate, over 3,278 downloads and 1,600 registered accounts in its first year, reflects strong community interest in digital tools for non-emergency service requests.
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The volume and resolution of service requests (9,001 submitted, 96% resolved, 83% closed on time) indicate both the effectiveness of the platform and the responsiveness of City departments. The nearly equal split between requests submitted via the app and the City website underscores the importance of offering multiple channels to accommodate diverse resident preferences.
A notable outcome is the significant increase in illegal dumping and debris removal, with 1,454.86 tons collected, a 14.3% rise over the previous year. This suggests that VictorvilleNOW has made it easier for residents to report issues, resulting in tangible improvements to community cleanliness and quality of life.
Departmental data reveal that Public Works, Code Compliance, and Animal Services are the primary recipients of resident requests, highlighting ongoing needs related to infrastructure, neighborhood concerns, and animal welfare. The platform’s ability to route requests efficiently to the appropriate department has improved service delivery and transparency.
Looking forward, the City faces opportunities to further increase resident awareness and adoption, expand available services, and enhance performance analytics. Challenges may include maintaining high levels of responsiveness as request volumes grow, ensuring equitable access for all residents, and continuously improving the app’s functionality based on user feedback.
Overall, VictorvilleNOW’s first year has laid a strong foundation for a more connected, responsive, and citizen-centered community. Continued investment in outreach, technology enhancements, and cross-departmental collaboration will be essential to sustaining and building upon these successes.
Therefore, staff recommends that the Honorable City Council review and file the attached Fiscal Year 2025/2026 VictorvilleNOW Annual Report – Year One Resident Engagement and Service Metrics.
Staff is available for any questions you may have.
Prepared By:
Amjad Al-Omar, Business Intelligence Developer
Attachments: A. Fiscal Year 2025/2026 VictorvilleNOW Annual Report – Year One Resident Engagement and Service Metrics