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From YouTube: MAR 7, 2023 | City Council
Description
City of San José, California
City Council, March 7, 2023
Pre-meeting citizen input on Agenda via eComment at https://sanjose.granicusideas.com/meetings.
This public meeting will be held at San José City Hall and also accessible via Zoom Webinar. For information on public participation via Zoom, please refer to the linked meeting agenda below.
Agenda: https://sanjose.legistar.com/View.ashx?M=A&ID=1074307&GUID=B8D0AA3E-4559-4160-9015-57A3F351F584
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F
Good
afternoon,
everyone
very
sorry
I
have
a
mask
because
I
have
a
a
small
case
of
the
sniffles,
but
I
have
my
hand
sanitizer
here
in
hand
for
my
bookends
over
here,
hello,
everyone
I'm
super
excited
to
introduce
our
my
very
first
indicator
as
council
member
Deacon
Ruben
Solorio
I've
known
this
individual.
F
G
Thank
you
very
much
for
this
opportunity
to
be
with
you,
mayor,
Mahan,
beloved
council
members.
It
is
with
great
pride
that
I
am
here
as
a
proud
product,
not
only
of
San
Jose
but
as
as
a
as
a
servant
as
well.
A
public
servant
that
that
you
all
are
I
am
as
well
and
so.
G
I
just
share
in
a
few
words
just
to
put
us
in
the
presence
of
of
great
leadership
that
is
obviously
permeates
here
in
this
in
this
Chambers
leadership
requires
two
virtues
that
seem
very
simple
until
they
become
very
inconvenient
honesty
and
courage.
All
of
you
have
earned
the
right
to
be
here
today
by
winning
the
trust
of
our
community,
but,
along
with
honor,
comes
a
duty
of
humility,
integrity
and
public
service.
G
G
Kinship
is
what
happens
to
us
when
we
refuse
to
let
that
happen
with
kinship
at
the
goal.
Other
essential
Things
fall
into
place
without
it
no
justice,
no
peace,
I
suspect
that,
where
kinship
our
goal,
we
would
no
longer
be
promoting
Justice.
We
would
just
be
celebrating
it
from
Cesar
Chavez,
let
the
spirit
flourish
and
grow
so
that
we
will
never
Tire
of
the
struggle.
Let
us
remember
those
who
have
died
for
justice,
for
they
have
given
us
life
help
us
love,
even
those
who
hate
us.
G
So
we
can
change
the
world
for
Martin,
Luther,
King
Jr.
The
function
of
education
is
to
teach
one
think
one
to
think
intensively
and
to
think
critically:
intelligence
plus
character,
that
is
our
goal
of
true
education
and
from
Mahatma
Gandhi
strength,
does
not
come
from
winning.
Your
struggles,
develop
your
strengths
when
you
go
through
hardships
and
decide
not
to
surrender.
G
That
is
strength
and
again
from
our
beloved
Cesar
Chavez
we're
doing
Christ's
work
here
on
Earth
and
we're
reminded
ever
so
much
in
the
Beatitudes
of
what
is
it
is
he
wanted
us
to
do
the
thing
above,
loving
him
and
loving
our
neighbor.
We
are
called
on
to
be
peacemakers
at
times
at
times,
we're
called
to
suffer
persecution
because
of
Justice
sake,
and
at
times
we
deal
with
those
who
are
poor
in
spirit
the
meek,
those
who
mourn
and
especially
those
who
hunger
and
thirst
for
Justice.
G
At
times
we
have
to
be
merciful
as
we
do
our
work
and
also
we
see
in
our
work
those
who
are
clean
of
heart,
God
of
Justice
and
mercy.
Thank
you
for
the
gift
of
life
and
the
opportunity
to
serve
all
people
in
the
city
of
San.
Jose,
help
us
to
act
with
character
and
conviction.
Help
us
to
listen
with
understanding
and
good
will
help
us
to
speak
with
charity
and
restraint.
G
A
H
K
Every
step
taken,
A,
New,
Path
pursued,
creates
one's
less
hurdle.
Future
women
and
girls
will
have
to
endure
on
their
own
Journey,
I'm
sure
that
all
of
us
will
be
here
indefinitely.
If
we
listed
all
the
women
who
had
any
impact
on
our
lives
on
behalf
of
all
women,
I
want
to
say
thank
you
to
all
of
the
change
makers.
That
came
before
us
that
made
our
jobs
a
possibility
and
to
the
women
who,
like
those
standing
with
me
today,
continue
giving
women
a
seat
and
a
voice
at
the
table
and
to
our
daughters.
K
L
Well,
you
can
see
why
I'm
proud
to
serve
on
the
council
with
such
intelligent
fearless
and
inspiring
women
like
Vice,
Merrick,
May
and
council
member
Foley.
Each
of
us
prioritizes
the
overall
upward
mobility
of
women,
especially
here
in
San
Jose.
We
also,
as
you
heard,
remember,
and
thank
all
the
women
who
held
these
seats
before
us.
They
pave
the
way
for
women
like
us
and
for
the
generations
after
us
to
be
involved
in
local
government.
L
J
The
big
reveal
well,
first
of
all,
I
wanted
to
just
say
to
the
women
on
the
council
how
honored
I
am
to
be
standing
with
all
of
you
and
just
to
give
one
little
piece
of
History
here
whenever
I
think
about
women's
History
Month.
What
gets
me
so
excited
is
just
thinking
about
the
women
that
came
before
us
and
how
we
actually
got
to
be
here
and
some
of
those
women
that
I
just
want
to
name.
Their
names
is
Janet
gray
Hayes,
who
was
the
first
mayor
of
a
large
city
in
the
country's
history?
J
Why
do
we
honor
her?
Because
when
she
got
on
the
city
council,
she
was
one
she
was
the
only
woman
and
was
unable
to
be
become
mayor
in
their
rotation
system,
because
they
wouldn't
allow
her
to
become
mayor,
Susan
hammer,
Susan,
Hammer
LED,
this
County
and
obviously
has
passed
away,
but
she
led
our
whole
community
in
such
a
collaborative,
loving
way
and
for
anybody
who
knew
her.
You
knew
two
things
about
her.
J
She
was
enormously
focused
on
making
sure
that
she
lifted
all
people
up
and
very
disciplined
very
disciplined
about
not
getting
caught
up
in
politics
and
her
job
in
the
way
she
saw.
It
was
just
to
bring
everybody
along
until
she
could
get
everybody
moving
in
the
same
direction,
but
for
anybody
who
thought
she
was
soft,
if
you
ever
had
a
one-on-one
meeting
and
weren't
moving
in
the
direction,
she
thought
you
should
I
assure
you.
She
was
not
soft
Susie
Wilson,
Suzanne
Wilson
passed
away
not
too
long
ago.
J
She
was
both
a
member
of
the
city
council
and
a
member
of
the
Board
of
Supervisors,
and
why
I
raise
her
up
is
that
the
YWCA,
as
you
see
downtown,
has
a
whole
building
named
after
her,
because
she
raised
money
to
build
one
of
the
first
shelters
to
protect
victims
of
domestic
violence.
I
really
could
go
on
and
on
about
the
women
who
led
us,
Shirley,
Lewis,
to
think
about
the
environment
at
a
local
level,
but
it
is
to
make
this
point
and
I
say
this
to
any
woman
who's.
J
So
if
you're
watching
this
I'm
asking
you
to
think
about
running
at
a
local
level,
the
way
we've
made
change,
I
see
you
I,
see
you
over
there
I'm
asking
you
too
I
know
not
you
or
yes,
absolutely,
but
but
the
reason
I'm
I'm
making
this
point
is
that
so
much
change
has
happened
at
a
local
level,
because
women
really
have
bound
together
and
thought
differently
about
public
policy.
The
city
of
San
Jose,
in
partnership
with
the
county
of
Santa
Clara's
increased
the
amount
of
money
we're
spending
on
child
care.
J
It's
not
only
a
family
issue.
It's
a
huge
Economic
Development
issue.
Working
with
these
women.
Here
we
were
able
to
change
rules
that
make
it
easier
for
us
to
pursue.
Victims
of
I,
mean
I'm,
sorry,
perpetrators
of
domestic
violence,
perpetrators
of
sexual
assault
and
making
sure
we
have
the
services
to
respond
and
the
same
with
human
trafficking.
That
happened,
because
the
city
and
the
county
were
able
to
work
together.
So
here's
the
big
reveal
on
April
29th
we're
hosting
a
Women's
Summit
at
West,
Valley
College.
J
It
will
start
at
nine
and
go
till
three
o'clock
they're
going
to
be
panels
on
everything
under
the
Sun,
including
how
women
can
get
into
non-traditional
fields
of
work,
construction,
firefighting
and
the
like
and
someday.
The
reason
this
is
so
important
is
that
we
will
have
a
Women's
Summit
that
won't
have
any
exceptions
to
what's
traditional
non-traditional
It'll.
Be
such
a
thing
of
the
past
and
part
of
the
reason
for
that
is
that
the
women
who
are
coming.
J
We
hope
we
invite
all
of
you,
but
we're
also
honoring
women
who
are
emerging
in
their
fields,
so
we're
not
waiting
for
people
to
already
have
conquered
to
be
able
to
honor
them.
So
thank
you
very
much
for
letting
me
join
you
to
celebrate
International
women's
day
and
women's
history
month
and
to
say
to
all
of
you:
I
look
forward
to
changing
the
world
with
each
and
every
one
of
you
and
I
hope
you
do
think
about
running
for
office.
B
M
The
festival
and
the
fact
that
group
time
and
time
again
choose
San
Jose
as
a
host
site
should
serve
to
remind
us
that
we
are
special,
which
we
should
strive
to
be
the
most
accommodating
and
offer
our
Administration
to
support
them
locally.
San
Jose
is
home
to
indeed
to
an
indigenous
population
of
5726
individuals,
less
than
one
percent
of
our
total
population
and
according
to
the
2020
Census
Data
Nationwide.
That
number
stands
at
3.7
million
about
1.1
percent
of
the
total
population
of
this
country.
M
Having
taken
that
into
context,
I
sincerely
thank
God
for
sharing
with
us
their
traditions
and
for
working
night
and
day
to
produce
the
Mexico
New
Year
event,
keep
in
mind,
please
that
they
are
purely
volunteer
based
and
for
the
reason,
and
for
this
reason,
I
need
us
all
to
recognize
how
much
of
a
true
gift
it
is
that
this
culture
is
kept
alive
here
in
the
city
of
San.
Jose
I
share
a
deep
appreciation
to
the
many
sponsors
that
have
embraced
our
indigenous
people
and
given
platform
so
that
these
Traditions
take
Center.
M
Stage
I'm
excited
to
invite
you
to
celebrate
the
25th
Annual
Michigan
New
Year
at
Emma
prus
Park
this
weekend,
starting
Friday
and
ending
on
Sunday,
join
in
on
an
incredible
show
of
pan
indigenous
solidarity
and
celebration.
If
you
find
Value
in
this,
please
consider
donating
and
reaching
into
your
networks
to
build
upon
their
event
for
next
year.
I
would
like
to
now
pass
it
to
MIT
Lao
pili
of
the
Cal
Poly.
N
N
It
means
a
lot
to
receive
this
recognition
and
I
would
like
to
also
recognize
council
member
Peter
Ortiz
for
champion
championing
this
effort.
Also
thank
you
to
Omar
Torres,
council
member
Torres,
council
member
Jimenez
for
their
contributions
to
our
gathering.
This
weekend
we
will
be
bringing
together
many
Native
communities
from
up
and
down
this
continent,
including
relatives
from
Mexico
Canada,
Washington,
South,
Dakota,
Arizona,
New,
Mexico,
Idaho,
Philadelphia,
Texas,
Los,
Angeles
and
South
America.
N
We
will
be
honoring
our
local
tribe,
of
San
Francisco
Bay
Area,
as
they
will
start
our
gathering
with
a
traditional
welcome
and
land
acknowledgment,
followed
by
native
traditional
dancers,
from
the
miwak
Pomo
and
other
Northern
California
tribes
Saturday.
We
will
have
Toto
Naka
dancers
from
Veracruz,
one
of
our
San
Jose
sister
cities,
macaw
dancers
from
Washington,
the
state
of
Washington
and
finally,
the
largest
gathering
of
Aztec
dancers.
N
Finally,
with
the
support
of
our
presenting
sponsor
the
Indian
Health
Center
of
Santa
Clara
County
and
our
other
sponsors,
we
invite
you
all
to
attend
with
your
families
to
enjoy
our
culture
and
help
us
celebrate
our
new
year
in
our
resilience
as
indigenous
people
of
this
continent.
Happy
New,
Year,
everybody.
B
B
Is
it
pis
what
face
all
right
pace,
Tammy,
Nguyen
and
Danika
Jenkins,
who
all
do
incredible
work
supporting
our
3-1-1
service
3-1-1,
as
you
may
know,
is
a
tool
that
residents
use
to
report
a
variety
of
issues
around
our
city
from
illegal
dumping
and
potholes
to
street
light
outages
and
graffiti,
and
really
empowers
our
community
to
report
issues
directly
to
the
city
and
get
a
much
needed
service.
Currently
we
have
about
40
000
residents
using
3-1-1,
and
my
hope
is
that,
working
together
we
can
get
that
number
closer
to
four
hundred
thousand
residents.
B
My
team
and
I
know
my
Council
colleagues
and
their
offices
are
always
out
promoting
our
3-1-1
services
directing
people
to
the
app
and
the
number,
and
we
want
to
make
sure
that
we
make
this
app
as
accessible
as
possible.
Last
year,
we
did
a
lot
of
work
to
expand
language
accessibility,
which
is
really
critical
for
ensuring
that
everyone
in
our
city
has
access
to
the
ability
to
request
basic
services
in
their
neighborhoods.
B
In
addition
to
educating
and
encouraging
residents
to
use,
3-1-1
National
3-1-1
Day
recognizes
the
truly
Herculean
task
that
has
been
taken
on
by
our
311
staff,
including
our
call
center,
which
responds
collectively
through
the
app
in
the
call
center.
That
team
responds
to
over
20
000
requests
per
month
from
our
residents.
So
I
want
to
just
recognize
and
thank
you
all
for
the
work
that
you
do
to
serve
our
residents
and
provide
that
non-emergency,
but
still
critical
response
and
access
to
to
basic
city
services
to
make
our
neighborhoods
safer
and
more
beautiful
and
welcoming
places.
O
Thank
you
mayor
and
council
members.
We
are
proud
to
provide
311
services
to
residents
of
San
Jose,
who
submitted
over
350
000
requests
last
year.
The
311
system
currently
has
over
60
000
active
users
and
growing.
We
encourage
all
of
you
to
visit
the
San,
Jose
301
311
website
and
choose
and
select
one
of
the
many
services
available
to
the
request
city
services.
O
The
website
and
the
311
system
support
many
languages.
English
Spanish
and
Vietnamese
I
would
like
to
recognize
the
commitment
of
many
internal
City
staff
and
teams
that
respond
to
311
services
to
ensure
the
city
is
safe
and
clean.
I
would
like
to
recognize
the
and
thank
the
department
of
parks,
recreation
and
Neighborhood
Services,
the
department
of
planning
building
and
code
enforcement,
the
Department
of
Transportation
Environmental
Services
Department,
the
San
Jose
Fire
and
Police
Department
and
the
and
this
information
technology
department.
B
B
P
Q
Q
As
the
city's
Finance
director
Rick
will
be
responsible
for
managing,
protecting
and
Reporting
on
the
city's
Financial
Resources
to
enhance
its
Financial
condition
for
residents,
businesses
and
investors.
The
finance
department
also
works
in
partnership
with
City
departments
in
the
Strategic
support,
City
service
area
to
effectively
develop,
manage
and
Safeguard
the
city's
physical,
fiscal,
technological
and
human
resources
to
enable
and
enhance
the
delivery
of
city
services
and
projects.
Rick
has
15
years
of
experience
in
the
finance
industry
in
2018
he
joined
the
city
of
San
Jose's
finance
department,
and
currently
he
is
the
finance
department's
controller.
Q
Q
Rick
holds
a
masters
of
Business
Administration
from
the
University
of
Massachusetts
Amherst
and
a
Bachelor
of
Science
in
accounting
from
Eastern
Connecticut
State
University.
He
is
also
a
certified
public
accountant
before
I.
Ask
Rick
to
come
up.
I
want
to
thank
Julia
Cooper
for
more
than
35
years
of
dedicated
service
to
our
city.
Her
leadership
and
dedication
to
the
department
and
our
community
have
been
very,
very
valued.
Q
She
is
one
of
the
primary
reasons
we
have
consistently
been
named,
one
of
the
best
financially
managed
large
cities
in
the
nation
whose
bonds
are
regularly
rated
at
the
highest
levels
and
she's
been
instrumental
to
our
receiving
the
certificate
of
achievement
for
excellence
in
financial
reporting
from
the
government.
Finance
Officers
Association
for
34
consecutive
years
in
2022.
Q
Q
Thank
you
for
all.
You
do
for
the
city.
Rick
is
joined
by
his
family,
his
wife
Andrea,
his
children,
Arya
and
Dominic.
His
parents,
Tina
and
Robert-
are
watching
online,
as
are
his
mother
and
father-in-law.
Roz
Enrico
join
me
please
again
and
congratulate
Rick
and
Rick.
Once
you
make
your
way
up
to
the
microphone.
Thank
you.
R
Thank
you
very
much,
thank
you,
mayor
and
Council
for
confirming
my
appointment
as
the
next
Director
of
Finance
for
the
city
of
San,
Jose
I,
look
forward
to
partnering
with
each
of
you
in
the
years
to
come
to
advance
the
lives
of
the
San,
Jose
communities
to
the
city,
manager
and
assistant
city
manager,
Jennifer
and
Lee.
Thank
you
for
entrusting
the
trusting
me
to
lead
the
finance
department.
This
is
such
an
honor
and
a
privilege
to
serve
in
this
new
capacity.
R
I
also
wanted
to
acknowledge
and
thank
your
support
staff,
your
leadership
team
for
helping
me
through
this
process
and
coaching
me
along
the
way
they've
been
instrumental
for
my
family
has
joined
me
here
today.
My
wife
Andrea,
my
children,
Aria
and
Dominic,
and
my
parents
Bob
and
Tina
that
are
joining
us
virtually
from
Connecticut
I'll
start
with
thanking
my
parents.
My
parents
instilled
great
values
in
me.
My
father
taught
me
to
follow
my
passion
and
to
work
hard
to
achieve
my
goals.
R
R
R
R
You
have
also
created
the
capacity
for
me
to
follow
my
dreams
professionally.
Thank
you
for
always
supporting
and
pushing
me
to
grow
and
to
my
children,
Arya
and
Dominic.
Thank
you
for
being
here
today.
I
know
you
love
being
at
school
with
your
friends,
but
it
means
so
much
to
me
that
we're
here
to
experience
this
moment
with
me,
I'll
share
publicly,
which
I've
told
you
privately,
and
that
is
you
can
accomplish
anything.
You
want
in
life.
So
long
as
you
commit
yourself
and
work
hard
I'm
excited
to
see
how
you
will
change
the
world.
R
And
to
my
my
in-laws,
Rico
and
Ross
that
are
watching
online
thanks
for
being
such
a
support
for
Andrea
and
I,
you've
done
an
amazing
job,
instilling
important
values
in
your
children
and
I
cherish
our
relationship
and
I'm,
so
grateful
for
you
and
for
our
department.
Thank
you
all
for
coming
out.
R
It's
really
amazing
I
first,
do
need
to
thank
and
acknowledge
Julia
Cooper,
as
Jennifer
did
for
her
service
to
the
organization
over
the
past
35
years
for
mentoring
and
coaching
me
over
the
past
five
years.
Thank
you
for
sharing
your
wisdom
and
your
support
with
me,
and
certainly
last,
but
but
not
least,
thank
you
to
the
talented
and
dedicated
employees
in
the
finance
department.
I
would
not
be
here
today
if
it
were
not
for
you.
R
Thank
you
for
your
service
to
the
organization
and
to
the
community
and
a
special
thanks
to
those
who
encouraged
me
to
apply
for
this
role.
Looking
forward,
we'll
continue
our
focus
on
providing
excellent
strategic
support
to
the
organization
and
delivering
on
several
City
Enterprise
initiatives,
I'm
honored,
to
lead
you
in
these
efforts,
and
that
concludes
my
remarks.
Thanks
again
to
the
mayor
and
city
council,.
R
B
B
Congratulations
once
again,
Rick
and
we
appreciate
everything
you've
already
done
in
the
department
and
everything
we
look
forward
to
you
doing
in
the
years
ahead
and
congrats
as
well,
and
thank
you
to
Julia.
As
the
city
manager
and
Rick
said,
she
leaves
quite
a
legacy,
some
big
shoes
to
fill,
and
we
know
that
Rick,
you
and
the
team
are
going
to
build
on
all
of
that
prior
success
and
only
make
our
department
and
City
stronger.
So
thank
you
all
for
being
here
from
the
finance
department.
B
P
B
B
That
passes,
thank
you
to
councilman
Jimenez.
For
being
back,
we
will
move
on
to
item
3.1
report
of
the
city
manager.
B
Told
you
we
missed
you
item
3.3,
we're
on
to
actions
related
to
Mayor
and
council
members
travel
to
Phoenix
Arizona
for
the
San
Jose
Chamber
of
Commerce
annual
study
mission
and
Nora
as
I
understand
it.
We
was
just
reviewing
my
notes.
We
actually
have
currently
six
people
signed
up.
Is
that
right,
I
think
that
may
be
a
problem.
P
My
understanding
is
that
there
may
be
six.
Someone
may
have
dropped
out,
but
if
there
are
six,
that
is
a
problem.
B
S
K
P
The
basic
problem
is,
we
can't
have
a
quorum
of
the
council
there,
so
we
have
to
be
under
under
six
but
by
law
and
also
so
that
other
City
business
can
occur.
Thanks.
E
I
just
want
to
say
thank
you,
council,
member
Jimenez,
for
making
the
process
love
it
easier.
S
B
B
Q
And
I'm
going
to
kick
it
off
right.
Why
everybody's
getting
settled
I
just
want
to
do
a
little
framing
here
when
I
became
city
manager,
I
outlined
a
set
of
five
city
manager,
key
Focus
areas
for
important
work,
that
I
felt
positioned
to
understand
and
move
Solutions
forward.
One
of
these
key
Focus
areas
is
the
initiative
we're
here
to
share
today.
Q
This
topic
is
very
important
to
me,
and
I
will
also
say
that
it's
come
up
time
and
time
again
in
my
one-on-ones
with
council
members,
so
I
know
it's
important
to
our
city
council
as
well.
To
me,
customer
service
is
about
how
we
support
our
community
in
accessing
and
navigating
city
services.
This
includes
setting
and
meeting
expectations
being
responsive
and
focusing
on
Solutions,
exhibiting
empathy
and
building
a
culture
of
creative
problem
solving.
Q
I
realize
that
we
haven't
focused
on
this
area
in
quite
some
time.
The
work
of
this
initiative
is
an
opportunity
for
us
to
create
a
city-wide
vision
and
set
of
Standards
to
improve
every
aspect
of
how
we
support
the
community
in
navigating
the
services
they
rely
on.
Much
of
this
involves
better
supporting
our
employees
with
the
tools
and
resources
they
need
to
be
effective.
Q
I
am
thrilled
that
we
will.
We
were
able
to
engage
every
single
Department
to
give
input
into
this
work
and
that
we
were
able
to
do
this
on
a
city-wide
scale,
which
our
partner
guide
house
who's
with
us
today
acknowledge
that
we
are
the
first
city
to
do
Beyond.
Some
of
the
quick
wins
you'll
hear
about
today,
future
resourcing
to
implement
the
recommendations
and
transformation.
Transformational
change
will
be
included
as
part
of
the
upcoming
city
managers
proposed
budget
process
for
Council
consideration.
T
Thanks
Jennifer
good
afternoon,
mayor
council,
members
of
the
public,
my
name
is
Eric
tierella
Jensen
assistant
to
the
city
manager.
I'll.
Do
quick
introductions
for
the
box
of
folks
that
you
have
with
you
today
for
this
topic,
so
Dolan
Beckel,
chief
of
staff
for
the
city
manager,
Kia,
O'hara
program
manager,
San,
jose311,
customer
contact
center
and
our
partners
at
guide
house
Colin,
Lopez
partner,
Kristen,
Jensen,
managing
consultant
and
Eleni
Owen
senior
consultant
today
we're
going
to
walk
you
through
the
the
agenda.
T
The
agenda
that
you
have
in
front
of
you,
which
will
include
initiative
background
the
approach
that
we
took
to
this
work
we'll
share
our
discovery,
which
is
really
our
approach
to
community
and
employee
engagement
and
Outreach.
We'll
share
our
customer
service
vision
and
standards,
along
with
recommendations,
Performance
Management
plan
and
a
multi-year
transformation
to
get
us
there.
We'll
also
share
the
work
that
we're
doing
now
in
terms
of
quick
wins
that
we've
implemented
to
make
changes,
improvements
to
the
customer
experience
and
then
we'll
conclude
with
some
next
steps.
U
All
right
at
the
onset
I
do
want
to
thank
everybody
for
the
opportunity
to
speak
with
you
today.
I
want
to
highlight
that
our
partnership
with
the
city
has
been
exceptional.
U
San
Jose
stands
out
as
the
only
city
we
are
aware
of
that
has
adopted
a
comprehensive
top-down
approach
to
customer
service
at
such
a
city-wide
level.
This
approach,
which
prioritizes
customers
experience
about
isolated,
departmental
or
technology
concern,
is
a
significant
departure
from
the
traditional
methods.
It
reflects
a
genuine
commitment
to
customer
centricity
and
is
a
key
driver
of
our
success.
U
This
is
a
magic
movement
for
San
Jose.
In
addition
to
this
approach,
you
have
got
a
great
team
in
place
with
the
right
ingredients
to
see
it
through
and
see
it
done
right
with
strong
executive
sponsorship
and
commitment
from
the
city
manager
to
leadership
with
deep
Consulting
and
business
experience
from
Dolan
to
the
usability,
expertise
and
commitment
to
making
direct
impact
by
implementing
quick
wins
from
the
start
of
of
this
project
with
Eric
and
Kia,
the
city
has
the
right
team
leading
the
way
for
the
this
important
Innovative
transformation.
U
Finally,
I
would
like
to
acknowledge
the
Frontline
City
staff
who
have
embraced
this
initiative,
have
welcomed
the
analysis
and
feedback
and
who
want
to
deliver
the
best
customer
service
to
Residents.
It
has
been
a
very
positive
experience
being
able
to
engage
with
the
team
and
include
their
unique
perspectives
in
this
engagement.
V
Okay,
the
cities,
the
city
manager's
office,
took
the
initiative
to
approach
this
work
in
the
right
way.
Guide
house
was
engaged
to
support
the
city
in
understanding
and
assessing
customer
service
across
the
city
and
assist
in
developing
a
comprehensive
customer
service,
Vision
set
of
standards
and
actionable
recommendations
for
improvement.
V
To
do
this,
we
engaged
both
internally
with
the
city
as
well
as
externally
with
its
customers,
which
I
will
go
into
greater
detail
on
the
next
slide.
Our
work
was
completed
over
four
main
project
tasks
in
Task
1
Discovery.
We
conduct
conducted
thorough
community
outreach
and
employee
engagement
to
get
an
accurate
and
holistic
view
of
the
current
state
of
the
city's
customer
service
in
task
2
mapping
the
current
state.
V
We
use
the
data
and
insights
collected
in
Task
1
to
create
representative
customer
personas
and
journey
maps
to
visualize
the
bright
spots
and
pain
points
across
customer
interactions
with
the
city
in
task,
3,
vision
and
standards.
We
LED
collaborative
visioning
sessions
with
City
staff
and
developed
customer
service
standards
to
operationalize
and
drive
the
vision.
V
We
put
a
lot
of
emphasis
on
this
task
because
we
knew
it
was
important
to
get
this
Foundation
right.
We
engaged
over
400
internal
and
external
stakeholders
through
five
primary
engagement
methods.
First,
we
had
over
100
touch
points
with
council
members
and
City
staff
across
levels.
We
engaged
with
members
of
City
leadership
across
departments,
city
council
and
Senior
and
Frontline
staff,
because
our
work
is
centered
on
the
customer.
Our
next
four
engagement
methods
were
designed
to
capture
customer
experience.
V
First,
we
used
a
methodology
called
mystery
shopping
where
our
team
put
ourselves
in
the
shoes
of
the
customer
to
try
to
access
services
for
ourselves.
We
analyzed
seven
different
scenarios
in
English,
Spanish
and
Vietnamese
scenarios
included
applying
for
housing,
reporting
graffiti
and
adopting
a
pet.
V
We
tested
multiple
customer
channels,
including
sj311,
live
chat,
phone
email
and
web
next.
We
analyze
95,
randomized,
calls
and
front
desk
observations
to
understand,
collar
frustrations
and
emotions.
Observations
took
place
across
locations,
including
several
departments
in
City,
Hall,
Animal,
Care,
Services
intake
and
police
dispatch.
V
V
Finally,
we
captured
the
perspective
of
170
customers
across
the
city
through
intercept
interviews
which
are
quick
interviews
with
customers
at
point
of
service,
such
as
at
child
care,
drop-off
or
checking
out
a
library
book.
We
did
this
in
language
through
the
use
of
interpreters
in
Spanish
Vietnamese
as
well
as
English.
V
We
made
an
effort
to
meet
customers
where
they
were
at
and
had
conversations
across
City
Hall
in
community
centers
at
the
MLK
Library
on
campus,
at
sjsu,
the
Berryessa
Flea
Market
and
in
the
Isles
of
supermarkets
from
our
Discovery
research.
We
found
opportunities
across
people
process
and
technology
for
the
city
to
improve
customer
service
for
people.
There
were
many
bright
spots
to
celebrate,
especially
in
customers
interactions
with
staff.
V
In
addition,
many
customers
felt
service
was
inconsistent
depending
on
who
they
reached
out
to,
and
some
would
try
several
channels
or
calling
several
times
to
get
the
result
with
the
person
they
wanted
for
process.
We
found
that
policies
and
processes
across
departments
could
be
inconsistent
and
complex,
resulting
in
a
fragmented,
lengthy
and
ineffective
customer
experience.
V
V
We
identified
many
customer
bright
spots
across
every
phase
of
the
customer
Journey.
By
far
the
strongest
and
most
identified
bright
spot
we
encountered
were
customer
interactions
with
City
staff
in
engagement
phase.
For
example,
we
observed
several
occasions
where
a
customer
with
non-english
language
preference
was
able
to
reach
a
bilingual
representative
who
could
easily
switch
to
their
preferred
language
when
speaking
about
San
Jose
staff,
One
customer
observed
quote,
the
people
are
helpful.
Unlike
other
places,
I've
lived
where
sometimes
the
attitude
is,
what
do
you
want?
V
We
also
identified
many
customer
pain
points
across
the
customer
Journey
from
a
lack
of
awareness
of
city
services
and
who
to
contact
to
challenges
and
getting
support
in
their
preferred
language
to
disconnected
and
lengthy
service
customers,
face
challenges
and
barriers
of
key
moments
in
their
service
experience,
One
customer
at
City
Hall
expressed
their
frustration
at
their
lengthy
weight
for
service
quote
having
to
wait
to
be
seen.
Is
horrible
I
understand
having
to
wait
a
few
days
or
a
week,
but
months
the
impact
is
losing
jobs
and
not
being
able
to
get
stuff
done.
V
In
the
next
phase
of
our
work,
we
took
our
Discovery
from
the
bright
spots
to
the
pain
points
to
everything
in
between
and
worked
with
the
city
to
create
a
forward-looking
customer
service
vision
and
set
of
standards.
These
were
developed
with
intention
by
City
leadership
and
in
collaboration
with
Frontline
staff,
who
know
the
customer
best.
V
V
V
V
Our
final
phase
included
laying
a
path
for
how
the
city
can
achieve
and
measure
its
new
customer
service,
vision
and
standards.
In
the
short
term
and
long
term,
we
developed
11
recommendations
across
five
themes
under
our
people
process
and
Technology
structure
for
people.
We
have
three
recommendations
that
support
culture
and
training
and
culture
and
customer
service
governance
centralization
for
process.
We
have
five
recommendations
that
support
Equitable
access
and
improving
policies
and
processes,
and
for
technology
we
have
three
recommendations
that
support,
improving
and
strengthening
customer
service
channels,
software
and
data.
V
V
Further
down
recommendation
3.1
ensure
customers
can
access
a
full
journey
in
language
recommendation.
4.1
establish
clear
policies
on
communication
and
expectation
setting
throughout
the
customer
Journey
and
under
our
technology
recommendation
theme.
Recommendation
5.2
is
to
implement
a
customer
relationship
management
solution
to
centralized
data
collection,
tracking
and
sharing
creating
a
360
degree
view
and
understanding
of
the
customer.
V
We
know
these
recommendations
don't
happen
overnight
or
without
a
great
deal
of
planning
and
intention.
Our
final
deliverable
was
to
develop
a
three-year
transformation
and
evaluation
plan,
setting
a
roadmap
for
implementation
and
measuring
performance
over
time
to
support
this
framework,
we
have
developed
city-wide
performance
metrics
at
the
CSA
and
Department
level,
to
measure
the
success
of
the
recommendations
in
support
of
the
vision
and
standards.
V
The
city
knows
how
critical
it
is
to
embed
these
metrics
at
the
start,
both
to
define
the
value
the
city
wants
to
deliver
and
to
ensure
that
the
impact
of
this
effort
is
reaching
the
intended
recipient.
The
customer
in
our
Performance
Management
framework,
we
have
one
overall
performance
measure
that
will
measure
the
city's
vision.
V
We
have
also
developed
one
short-term
and
one
long-term
measure
that
maps
to
each
of
the
seven
standards
short-term
metrics
are
either
currently
being
measured
by
the
city
or
could
be
measured
by
the
city
with
within
the
city's
current
organizational
structure
and
capabilities.
Long-Term
metrics
can
be
future
additions
to
short-term
metrics.
Once
the
longer
term
recommendations
have
been
implemented,
particularly
the
CRM
I
will
now
hand
it
over
to
Kia
to
discuss
some
of
the
city's
initial
quick
wins
that
have
come
out
of
this
work
so
far,.
W
Great,
thank
you
hi
everybody.
My
name
is
Kia
O'hara
I'm,
the
program
manager
for
the
sj311
customer
contact
center.
My
team
is
the
first
and
many
times
only
people
or
person
that
a
resident
might
speak
to
from
the
city.
We
answer
the
main
city
phone
number,
as
well
as
the
311
phone
number.
We
provide
in-person
assistance
at
the
city
hall,
first
floor
information
desk,
and
we
are
also
the
team
that
responds
to
the
city,
customer
service,
emails
and
3-1-1
other
issue
requests.
W
Today.
I
am
here
to
discuss
some
of
the
quick
wins
listed
here.
These
quick
wins
represent
items
we
identified
as
an
issue
during
the
mystery
shopping,
in-person
interactions
and
while
going
through
our
websites,
we
are
calling
these
quick
wins
because
many
of
them
were
resolved
quickly.
Some
of
them
are
still
in
process,
but
many
were
accomplished
without
additional
staff
or
funds.
W
So
I'm
going
to
call
out
a
couple
that
I
feel
really
celebrate
the
efforts
thus
far,
but
just
know
that
this
slide
is
not
complete.
We
hope
to
add
on
to
this
with
many
more
quick
wins
in
the
coming
months
and
years
as
we
engage
with
additional
departments
and
residents
on
the
slide
to
the
left,
you
will
see
that
we
categorize
these
winds
under
people
process
and
Technology,
based
on
our
Discovery
themes
that
were
highlighted
earlier.
W
We
have
also
listed
the
service
area,
the
customer
issue,
the
summary
of
the
quick
win
and
the
status
along
the
top
row.
So
now
I'm
just
going
to
read
a
couple
of
these.
The
first
one
I'm
going
to
read,
is
actually
on
the
second
line
item
in
people.
The
service
area
was
Communications,
and
the
issue
was
that,
based
on
our
city
tools,
some
employees
were
unaware
of
city-wide
access
to
translation
services.
The
quick
win
summary
was
that
Communications
distributed
a
Citywide
email
to
staff,
to
educate
them
on
these
services
and
connect
to
support
resources.
W
W
The
next
one
I'm
going
to
read
is
under
process.
It's
the
top
line
item
for
sj311,
which
is
my
team.
It's
language
access
was
the
issue,
and
it's
just
such
a
small
item,
but
I
want
to
read
it
because
it
was
it's
a
really
important
change.
The
whole
message
of
the
sj311
phone
tree
was
not
translated
to
Spanish
when
you
chose
Spanish,
and
so
it
was
something
we
listened
to
over
and
over.
W
But
if
Spanish
is
not
your
first
language,
sometimes
you
don't
even
recognize
that
that's
happening,
so
everything
else
wasn't
was
in
Spanish,
except
for
it's
saying
please
hold
for
the
next
representative,
so
that
was
definitely
a
quick
win
as
soon
as
I
found
out.
We
changed
it
right
away.
The
quick
win
summary
says:
Spanish
sj311
hold
messages
were
added
to
the
phone
tree
very
easy,
but
until
you
know
you
don't
know,
and
for
the
final
one
under
technology,
which
is
the
third
line
item,
it's
also
my
team
sj311.
W
The
issue
was
departmental
transfers,
customers
that
contact
sj311
often
need
to
be
transferred
to
a
city
Department
to
resolve
a
request
and
the
quick
win
summary.
This
one
is
still
in
progress,
because
it
is
a
change
for
my
team
and
some
of
us
have
been
with
the
team
for
15
years
plus.
So
we,
it
is
a
work
in
progress,
but
here
is
the
quick
win
summary
that
we
are
working
on.
We
are
working
towards
a
warm
handoff
model
where
customer
needing
departmental
transfer,
and
actually
we
like
to
call
it
a
connection.
W
They
can
move
forward
with
the
context
of
the
request
to
minimize
frustration
and
repetition.
What
this
means
is,
when
you
call
my
team,
you
explain
your
issue
to
us
once
and
if
we
know
that
we
can
connect
you
with
the
next
Department
we'll
try
to
pass
along
as
much
information,
so
you
don't
have
to
repeat
yourself
several
times.
W
D
Thanks
Kia
Dolan
Beckel,
chief
of
staff
for
the
city
manager,
but,
more
importantly,
I'm
the
executive
sponsor
for
this
customer
service
initiative.
First
of
all,
in
wrapping
up
I
just
wanted
to
thank
Kia
and
her
team
for
for
that
growth
mindset,
it's
not
always
fun
to
have
someone
walk
down
and
say
the
phone
tree
requires
someone
to
understand
a
different
language
when
they're
put
on
hold,
let's
fix
it
or
or
the
this
particular
voicemail
box
is
full
and
every
phone
tree
ends
in
that
voicemail
box.
D
So
I
really
appreciate
Kia
for
for
taking
the
growth
mindset
and
making
those
quick
wins
as
we
look
forward
to
this
transformation.
I
also
want
to
thank
the
collective
team
here
in
the
Box,
the
residents
and
the
businesses
council
members
in
their
offices
in
San
Jose,
who
all
jointly
shared
their
experiences
and
helped
co-create
this
vision
and
the
set
of
seven
standards
to
deliver
excellent
customer
service.
D
As
our
city
manager,
Jennifer
McGuire,
indicated
in
the
beginning,
resourcing
considerations
will
be
included
in
the
city
manager's
proposed
budget
process,
because
the
rest
of
this
work
current
is
not
funded
other
than
working
with
the
existing
staff.
To
continue
some
of
those
incremental
quick
wins,
so
we
look
forward
to
any
questions
and
that
concludes
our
report.
X
I'm
sorry
I
was
a
little
slow
there
on
customers.
Customer
service
I
just
want
to
give
a
shout
out,
because
I
think
it's
really
important
that
we
mentioned
the
people
that
are
so
helpful,
so
I
just
want
to
let
you
know
that
last
week
when
I
gave
public
comment
and
we
were
discussing
the
mobile
home
issue,
I
contacted
Jared
Ferguson,
and
he
this
is
the
third
time
that
Jared
Ferguson
has
picked
up
the
phone.
X
He
just
answers
the
phone
and
as
far
as
customer
service
goes
he's
just
been
fabulous
and
will
talk
to
me
at
length
about
any
of
the
issues
that
I
have
or
concerns,
and
is
always
so
patient
and
interested
in
finding
out
any
answers
that
that
I
that
I'm
curious
about.
So
it
goes
a
long
long
way
when
people
at
the
city,
when
you
call
them
and
I,
never
expect
the
phone
to
be
picked
up,
because
people
are
so
busy
and
that's
really
not.
X
You
know
picking
up
at
the
phones,
not
something
we
always
do,
but
he
does
all
of
the
time
with
me
as
a
third
time,
over
probably
a
period
about
six
months.
It's
just
that
kindness
and
that
courtesy
is
so
appreciated
and
so
I
just
wanted
to
give
him
a
shout
out
and
say.
Thank
you
and
that's
it.
Thank
you.
So
much.
C
B
Great,
thank
you
just
you
know,
as
we
come
back
to
the
council,
I
really
want
to
thank
our
city
manager,
Jennifer
McGuire,
the
senior
team
Dolan
for
being
the
sponsor
and
everybody
who
who
worked
on
this
report.
You
know
Jennifer's
emphasis
from
day.
One
in
this
role
on
providing
excellent
customer
service
is
so
important
to
building
trust
with
our
residents
and
having
their
buy-in
as
we
try
to
tackle
really
challenging
problems
and,
as
we
all
know,
there
are
thousands
of
little
touch
points
spread
across
the
city.
B
I
appreciate
that
we're
investing
in
it
I
think
we
all
understand
it's
not
we're
not
going
to
transform
it
overnight,
but
I
think
we
now
have
a
really
strong
framework
for
thinking
about
what
levers
we
can
pull
and
how
we
can
can
steadily
make
progress
in
improving
that
experience
for
residents,
so
I'm
very
excited
about
the
work
and
appreciate
all
the
good
thinking
in
this
report.
So
I'll
turn
it
over
to
my
colleagues
here
for
their
comments
and
questions
and
we'll
start
with
council
member
Ortiz.
M
Thank
you,
mayor
and
I
also
want
to
Echo
my
thanks
to
city
manager
and
our
Senior
Team,
including
Dolan,
for
your
great
work
on
these
recommendations
and
and
the
work
that
you're
going
to
be
implementing
as
they're,
aimed
at
improving
the
quality
of
services
to
our
our
community,
which,
at
the
end
of
the
day,
is
our
constituents.
So
thank
you
so
much
for
your
dedication
to
this
to
this
project.
M
I,
deeply
value
staff's
effort
in
looking
more
in
depth
into
how
language
access
affects
how
residents
can
connect
to
city
services
and
I
know,
specifically
in
my
district
and
others
that
could
be.
You
know
whether
it'll
tell
whether
a
resident
can
access
services
or
not
is
whether
they
have
language
availability
and
because
of
this
barrier
you
know,
especially
in
diverse
communities.
M
What
what
efforts
are
being
taken
to
improve
Outreach
and
customer
service
to
help
these
communities
overcome
this
hurdle
and
feel
comfortable
with
calling
3-1-1
accessing
the
services
and
trusting
someone
from
the
city
who
knows
a
language
can
help
them.
D
Yeah
I
mean
I'll,
intercept
that
first
and
I'll
see
if
rest
of
Staff
want
to
enter
in
so
I
I.
Think
one
of
the
most
important
things
we've
identified
in
some
of
the
early
recommendations
is
actually
improving
accessibility,
and
so
we
we
do
our
communications
director
and
all
the
the
pios
work
to
communicate
out
through
Flyers
through
in
person
through
emails
about
the
in
multiple
languages,
about
how
they
can
access
city
services.
But
we
actually
learned
there's
a
lot
more.
D
We
can
do
so
that
that's
a
work
in
progress
and
I,
don't
know
if
Carolina
camerina
who's,
the
director
of
our
Communications
is
going
to
come
down
and
provide
more
on
what
she's
currently.
Thank
you
so
much.
I
Thank
you
for
the
question
councilmember
mayor,
so
you
know
we
do
have
an
Outreach
plan
for
311
that
actually
includes
the
301
staff
going
to
Neighborhood
associations
and
walking
through
exactly
what
you're,
just
what
you've
asked
for,
and
we
will
make
sure
that
there's
language
resources
available.
M
I
M
M
Currently,
if
a
resident
puts
in
a
report,
the
follow-up
would
be,
they
would
receive
a
notification
regarding
if
their
report
has
been
closed
and
some
feedback
we
heard
was
that
people
would
get
a
message
that
an
item
would
close
but
they'd
still
go
outside
and
they'd
see
the
vacant,
car
or
they'd
see
you
know
the
blight
or
something
like
that
and
I
know
you
know
with
that,
could
be
frustrating
for
some
staff
and
that
could
result
in
some
negative
feedback.
What
would
it
take
to
move
more
towards
a
personalized
response?
M
D
Well,
yeah:
the
current
plan
is
to
move
in
that
direction.
That's
there's
there's
been
discussions
already
about
what
we're
going
to
be
doing
in
the
coming
fiscal
year,
and
some
of
that
is
actually
giving
kind
of
an
evidence-based
proof
that
the
loop
is
closed
and
so,
if
out
of
Kia
I,
know,
there's
some
enhancements
that
have
been
made
recently
since
we
we
delivered
council
member
training
on
3-1-1
prior
to
some
of
the
new
council
members
joining
so
I.
Think
one
of
the
things
key
and
I
talked
about
is
the
new
council.
R
D
M
M
Oh
the
tickets
closed,
but
this
still
exists
so
I
think
and
having
that
communication
line,
because
then
we'd
have
to
reach
out
to
you
and
then
figure
out
what's
going
on,
and
it
puts
us
like
in
a
ping
pong
table
between
City
staff
and
the
cons
and
the
constituents
so
making
sure
we
could
fill
that
fill
that
Circle
of
feedback
that'd
be
that'd,
be
great,
but
no
I
appreciate
it.
M
You
know
those
are
kind
of
my
two
main
areas:
language
access
for
our
diverse
communities
as
well
as
keeping
our
our
residents
looped
in,
and
that
being
said,
I
just
want
to
thank
Eric
Dolan
and
got
to
lean
up
for
stopping
by
my
office.
I
know
we
had
a
recent
conversation.
Well
I'd
mention
I
was
going
to
be
asking
these
questions
anyway,
but
I
appreciate
your
time.
Thank
you.
S
Yeah,
thank
you,
I
think
you're,
going
to
hear
a
lot
of
thank
yous
as
we
go
through
some
of
the
comments,
but
thank
you
for
all
the
work
very
much
appreciated
this
is,
it
seems
to
me
this
is
one
of
those
issues
that
are
really
the
bread
and
butter
of
what
the
city
does
right.
The
communication,
the
contact
with
the
residents
that
we
each
serve
and
that
you
serve
and
so
I
think
it's
timely,
I
think
it's
important
and
I
think
I
couldn't
help
but
think
about
I.
S
Think
councilmember
Torres
mentioned
some
of
the
something
that
emerged
for
him
as
it
relates
to
questions.
I
asked
from
some
of
the
transition
committees
and
I
think
it
reminded
me
of
that
as
well.
Some
of
the
things
we
heard
I
was
on
the
permitting
planning
transition
committee
and
some
of
the
customer
service.
Ask
type
of
stuff
that
came
up
resonated
with
me
is
things
we
were
hearing
internally
during
those
transition
committees,
so
I'm
glad
you're
you're
starting
to
touch
it.
S
I
I
just
wanted
to
ask
a
question,
but
first
simply
point
out
that
you
know
if
you
look
at
the
standards
and
I
think
all
of
us
up
here
would
probably
agree
with
the
statement
is
that
the
standards
that
are
listed,
the
seven
standards
on
page
17
of
the
the
PowerPoint
presentation,
I-
think
our
staffs,
our
staffs
on
the
18th
floor
that
that
sort
of
interact
day-to-day
with
our
constituents
I
think
this
is
what
we
all
strive
for
right.
We
typically
hire
people
with
different
languages,
people
that
are
focused
on
different
topic
areas.
S
You
know,
I
have
folks
focus
on
land
use
issues,
others
focused
on
the
environmental
issues,
others
on
public
safety
and
so
I
think
that
our
teams
are
a
good
example
of
I.
Think
on
how
we
sort
of
approach
this
in
a
very
solution.
Oriented
way,
and
so
I
did
see
that
there
was
I.
Think
an
interview
of
I
was
one
of
the
council
members
that
was
interviewed.
It
was
a
while
ago,
but
it
also
I
also
read
that
I
think
there
were
some
Council
staff
members
interviewed
as
well.
S
I
know
my
team
wasn't
one
of
those,
but
can
you
share
sort
of
any
learnings
that
that
sort
of
came
up
or
Rose
to
the
surfaces
really
to
some
of
those
conversations
on
how
the
council
staff
manages
some
of
that
triage?
If
you
will
because
I
think
it's
a
good
sort
of
thing
that
we
do
up
there
into
the
extent
it
can
trickle
down
and
add
to
the
already
good
work
that
a
lot
of
the
the
city
employees
are
doing,
I
think
it'd
be
helpful
to
understand.
Yeah.
T
Councilmember
great
great
point:
we
that
came
through
in
a
ton
of
different
places
of
Council
offices.
We
know,
what's
in
your
email,
inboxes,
we
know
what
comes
across
in
your
phone
calls
you're
very
much
part
of
the
customer
experience
and
what
we
found
is
there
there's
so
many
different
ways
for
our
customers
to
get
into
the
city,
whether
it's
coming
in
person
in
city
hall
or
to
a
community
center,
whether
it's
email
call
chat.
T
There
are
a
lot
of
different
Avenues
and
often
Council
offices
are
the
the
area
that
people
go
to
because
that's
maybe
where
they
prefer,
that's
where
they
feel
most
trust
or
they
feel
most
confident
they
can
get
to
resolution.
I.
Think
some
of
the
findings
that
came
out
of
our
work
was
just
helping
Council
offices
and
also
staff
navigate
across
departments.
It's
very
challenging
for
staff
to
identify
the
correct
point
of
contact
to
make
that
transfer
that
warm
handoff
to
no
different
for
Council
offices.
T
To
that
experience,
and
so
increasing
that
access,
deepening
our
resources
for
just
updating,
org
charts
and
making
sure
that
we
can
travel
with
the
description
and
then
also
when
those
warmer
handoffs
happen,
helping
that
travel
with
the
context
of
the
quest
the
customer's
inquiry
so
that
they
don't
have
to
repeat
which
can
be
a
frustrating
experience
so
that
you
can
all
have
access
into
the
city
staff's
role
of
what
is
the
process
or
procedure
that
you
need
to
communicate
to
the
customer
as
well.
Yeah.
S
S
And
then
the
other
question
I
had
is
there's
two
questions.
One
is
related
to
the
3-1-1
app
you
know.
I
was,
admittedly,
I
was
locked
out
of
it
for
a
little
while
I
just
reset
my
password
and
jumped
back
in
to
check
before
I.
Ask
this
question,
and
so
I
noticed
in
there
that
there
is
no
button
to
say
contact
your
council
member
or
anything
like
that.
Y
S
S
O
That's
what
we
have
college.
Thank
you
customer,
but
this
is
Kelly
Chief,
Information
officer.
It
is
one
of
the
things
we're
looking
at
how
we
can
engage
the
public
in
a
better
way.
Currently
we're
redesigning
two
of
the
major
Services
we
provide
3-1-1,
and
this
is
the
kind
of
feedback
that
we
will
take
and
see
how
we
can
make
increase
the
interaction
with
the
public.
So
previously
the
question
about
the
reopening
a
ticket
or
allowing
the
public
to
rebuttal
or
submit
additional
information.
O
S
I
know,
obviously,
if
you
go
on
the
city
website,
you
can
see
your
picture
and
click
on
that
and
get
an
email
I
understand
that,
but
for
folks
that
are
using
this
I
think
it's
it's
important
to
I
think
to
have
direct
access,
maybe
to
the
general
email
box
for
each
Council
Office
on
there.
The
other
thing
I
was
going
to
ask
is:
is
it
releases
that
same
topic,
I
know
it
may
be
controversial
everyone
sort
of
is
there
relates
to
that
same
topic.
S
What
I'm
wondering
is,
in
this
whole
sort
of
infrastructure
that
you
laid
out
in
the
report
and
the
presentation.
All
these
different
layers,
I
think
I'd
be
curious.
If
you
explored
any
ideas
is
to
off-ramps.
S
But
what
I
also
know
to
be
true
is
that
each
of
us,
in
the
in
the
minds
of
the
residents,
were
responsible
for
some
of
that
and,
and
so
as
an
example,
I
always
tell
my
residents
go
through
the
normal
process.
If
you
hit
a
wall,
call
me
and
then
that's
my
job
to
help
facilitate
that
and
grease
the
wheels.
If
you
will
to
get
them
the
answer
that
they
that
they
that
they
they
need.
They
need
so
not
sure
if
you
have
any
thoughts
on
that
yeah.
D
What
I
would
say
is
you
know
that
you
were
focusing
on
the
the
phone
app,
but
we
have
lots
of
other
channels
and
lots
of
other
call
centers,
so
I
think
what
we'll
be
doing
if
we
get
to
go
to
get
started,
is
that
a
lot
of
year
one
is
going
to
be
around
the
people
and
the
process,
so
the
culture,
the
ownership
within
the
services
and
then
redesigning
those
processes,
and
what
customer
service
looks
like
so
I
think
we
happily
as
we
go
through,
that
we'll
be
engaging
council
members
who
are
an
important
part
of
customer
service
and
that's
certainly
something
we
can
take
into
consideration.
D
But,
but
that
is
much
of
what
we're
going
to
be
doing
in
the
first
year
is
focusing
on
the
people
in
the
process
and
then
moving
on
to
the
the
technology
infrastructure,
because
if,
if
we,
if
we
start
off
with
technology,
we're
just
kind
of
automating,
the
existing
chaos
so
it'll
be
faster
chaos.
So
we
want
to
make
sure
we
take
the
time
to
work
with
you
and
the
service
departments
as
we
redesign
the
processes
and
come
up
with
those
requirements.
Okay,.
Q
And
another
point
on
that:
council
member-
is
that
as
we
go
through
this
process
of
transformation,
we're
going
to
continually
do
feedback
loops
on
our
service,
so
we'll
continually
we're
going
to
Mystery
Shop.
We
want
to
continually
make
sure
that
we're
surveying
people
that
make
sure
their
customer
service
experience
was
good,
because
I
feel
the
same
way.
Q
I
want
them,
because
I
get
a
lot
of
things
to
my
way
as
well
and
I
want
them
to
feel
like
it
can
be
escalated
appropriately,
but
I
want
to
also
give
staff
the
the
opportunity
to
resolve
it
in
the
first
touch
point,
but
so
what
we
all
definitely
think
about
how
that
interaction
works.
So
I
also
want
the
opportunity
in
in
our
service,
to
the
council,
to
resolve
things
and
so
because
I
also,
if
they
go
to
you,
then
you
might
kick
it
back
to
us.
S
Okay,
thank
you
and
very
last
question.
I
know.
I
said
the
other.
One
was
my
last
question,
but
this
truly
is
my
last
question
is:
is
I
know,
smart
cities
is
no
longer
a
committee,
a
standing
committee,
and
so
where
were
the
reporting
out
on
some
of
the
progress
on
this
be?
Is
it
NSC?
Is
it
I
mean?
Where
would.
Q
And
and
directly
to
the
city
council
like
we're
doing
today,
because
I
think
it's
important
to
every
council
member,
so
we
may
just
also
go
here.
It
depends
on
the
on
the
subject
matter
related
to
the
update
and
we'll
probably
give
you
information
memo
so
because
we're
going
to
be
on
this
and
keeping
you
up
to
date
on
our
progress.
Okay,.
Z
The
customer
service,
when
I
was
here
for
my
appointment
interview
council
member
Sergio
hermanus,
has
asked
us.
We
are
all
here,
glorified
customer
service
council
members,
and
how
do
you
intend
to
serve
your
customers?
How
do
you
intend
to
do
that
matters?
The
answer
is:
this
is
how
we
intend
to
serve
them.
Okay,
with
with
recording
all
the
performance
and
actually
making
the
things
work
in
the
customer
service
portfolio.
Z
I
do
have
some
questions
Dolan
on
the
recommendations
which
have
been
made
clarifications
and
then
a
couple
of
them
may
be
an
enhancement
to
what
you
have
proposed.
The
first
one
is
a
simple
question:
is
there
a
way
to
report
this
thing
anonymously
or
people
always
have
to
fully
identify
themselves
in
reporting,
3-1-1
issues.
D
O
Thank
you,
councilmember
calendar,
Mission
officer.
Currently,
some
services
are
required
to
for
the
public
to
register
and
to
submit
the
name.
I
think
code
enforces
code
enforcement
is
one
of
them
and
the
other
one
for
vehicle
blight.
Others,
don't
we
we
do
understand.
So
sometimes
there
are
some
sensitivity
related
to
retaliation
when
it
comes
to
Graffiti
and
and
other
services.
Part
of
the.
Z
Thank
you,
the
second
one
is
we
covered
pretty
extensively
when
there's
a
transfer
between
departments
and
or
to
the
warm
Department
one
transfers
which
you
described.
That's
within
the
city
area.
There's
also
need
to
be
looked
at
it.
How
we
can
do
some
kind
of
a
warm
transfer
between
the
city
reported
item
but
actually
needs
to
be
handled
by
the
county,
so
I
had
talked
to
Rob
Lloyd
before
about
Taiwan.
Z
The
automated
transfer
so
I
like
that
to
be
considered
if
there
is
a
way
to
get
that
transfer
between
the
city
and
the
county
in
a
more
more
effective
way,
because
currently
it
all
goes
through
the
second
time.
People
have
to
repeat
everything
and
all
they
get
its
phone
number.
Okay,.
O
O
Z
Okay,
yes,
okay!
The
last
item
is
last,
but
one
the
the
item
about
you
said
about
the
customer
relationship.
Management
Systems,
the
5.2.
The
wording
says
procure
customer
relation
systems
are
procure
and
right
now
we
have
more
than
one
already
in
use.
So
I
think
what
you
probably
mean
there
is
consolidate
to
either
one
system
or
have
these
multiple
systems
effectively
communicate
with
each
other
so
that
they
appear
to
be
as
one
system.
Okay,
rather
than
procure
a
new
one.
Yeah.
D
Council
member
I
appreciate
you
bringing
that
to
our
our
attention.
That
was
the
intent,
and
so
we
would
take
that
as
a
friendly
amendment.
I
talked
to
the
Consultants
this
morning
because
it's
their
recommendation.
They
agree
that
was
that
was
the
intent
was
to
consolidate
to
a
single
CRM
platform
that
gives
you
a
360
degree
view
of
the
customer,
including
all
those
interactions.
D
So
you
can
see
the
status
of
the
case
and
the
case
workers
who
are
working
on
it
and
add
notes
and
know
that
councilman
or
batra
who's,
asking
in
in
the
middle
of
getting
a
permit
for
his
Adu
in
his
backyard,
is
also
councilman
or
batra,
who
reported
an
issue
with
a
Lost
Pet,
so
so
that,
yes,
it
won't
take
that
friendly
Amendment
and
make
that
change.
Okay,.
Z
All
right,
it's
the
last
question.
Customer
service
is
being
delivered
by
the
entire
city
and
you
have
talked
about
centralized
governance.
Could
you
explain
a
little
bit
meaning?
What
is
that
centralized
governance
mean
and
how
it
be
accomplished.
D
Yeah
thanks
I
appreciate
the
question
as
you
get
into
the
details
of
the
report
and
if
you
want
all
200
Pages,
we'll
be
happy
to
email
them
to
you.
We
talk
about
the
centralizing
governance
with
distributed
operations.
D
So
what
we
really
mean
is
in
in
the
beginning
right
now
there
is
no
single
person
or
no
single
Department
who's
accountable
for
customer
service
and
that's
something
we
need
to
figure
out
in
that
first
year
as
we're
working
through
the
the
people
in
the
process,
work
we're
going
to
begin
kind
of
like
incubating
it
in
the
city
manager's
office
to
get
things
going,
then
we're
going
to
figure
out
what
the
right
answer
is.
Does
there
need
to
be
an
office?
Does
there
need
to
be
a
department?
Does
there
need
to
be
a
director?
D
Is
it
embedded
in
our
an
existing
service
department?
That's
really
complicated,
because
we
have
so
many
lines
of
business
that
become
very
specialized
the
further
down
you
go
into
resolving
a
customer's
problem.
So
by
that
we
meant
there's
some
degree
of
centralized
governance.
We
need
so
there's
accountability,
but
we
also
recognize
the
complexity
of
working
with
the
complexity
of
our
services,
and
so
that's
something
we're
we'll
be
figuring
out
exactly
what
the
answer
is.
We
know
we
have
to
figure
it
out.
D
D
F
Thank
you
mayor
and
thank
you
for
thank
you
to
our
city
staff,
especially
our
311
team,
for
pushing
this
forward.
F
I
just
want
to
let
everybody
know
what
we're
discussing
and
voting
on
today
is
all
about
equity.
It
is
about
connecting
our
most
underserved
neighborhoods
to
resources.
They
do
not
know
about.
They
don't
know
where
to
go
and
other
and
and
other
issues
of
concerns
that
that
they
may
have
and
having
worked
for
Council
District
five
and
three.
F
F
With
us,
tackling
these
gaps
and
moving
forward
with
these
recommendations
is
very,
very
important
for
our
neighborhoods
and
and
our
residents.
F
So
I
do
have
a
a
few
questions,
though
so,
for
example,
because
we
get
a
lot
of
calls
where
we
actually
really
do
have
to
connect
the
call
the
the
dots
as
Council
staff
if
a
resident
calls
in,
but
we
don't
offer
that
service
or
we
don't
offer
that
program,
but
another
government
agency
or
non-profit
provider
does
where
does
it
go?.
W
F
Yes,
kind
of
yes
yeah
kind
of,
but
not
really,
but
so.
Okay.
So,
for
example,
a
resident
calls
3-1-1
seeking
a
shelter
bed.
W
W
F
Just
say:
they're
they're
seeking
food
yep.
W
So
we
we
work
alongside
Sacred
Heart,
very
often,
and
so
we
do
know
the
direct
number
to
provide
to
them
to
connect
them
right
now
we
are
helping
with
Municipal
Water
Services
billing,
with
Sacred
Heart
through
our
Live
program.
So
we
do
have
those
services
and
the
telephone
numbers
that
are
needed.
Good.
F
That
was
that
was
way
better
by
the
way,
just
letting
you
know
so.
Thank
you
because
I
know
this
is
tough,
because
this
is
these.
These
are
the
type
of
questions
that
our
office
gets.
So
it's
it's.
It's
very
important
to
to
also
work
in
coordination
with
our
you
know,
city,
council
staff,
and
with
that
that's
my
that's
my
last
that's
my
last
question.
F
I'm
someone
and
my
team
is
someone
not
to
you
know
push
the
issue
down
to
another
department
or,
or
you
should
just
call
this
number,
but
is
it
safe
to
say
because
you
did
a
wonderful
job?
Is
it
safe
to
say
for
some
of
our
Council
offices
that
that
are
not
as
busy
as
District
three
five
and
seven,
because
those
are
our
busiest
council
districts,
no
offense
other
council
members?
F
W
Yes,
so
that
is
part
of
the
training
that
we're
offering
and
I
did
send
the
email
out
yesterday.
So
hopefully
your
staff
will
be
responding.
W
It's
part
of
the
training,
so
it
doesn't
have
to
be
somebody
new
or
somebody
who's
been
here,
a
long
time,
we're
always
open.
We
are
available
8
AM
to
5
P.M
Monday
through
Friday.
We
also
have
after
hours
service.
W
If
you
do
not
know
the
answer,
you
can
definitely
send
them
to
my
team.
We
have
a
customer
service
email
which
is
customer
service
at
San,
Jose
ca.gov,
and
that's
for
the
public
as
well.
Please
reach
out
to
us.
We
are
available
3-1-1,
our
main
number
is
408-535-3500
and
I
also
would
invite
you
to
go
to
the
sj311
application
or
on
the
website
and
there's
a
link
that
says
FAQ,
and
that
is
also
open
to
the
public.
W
If
you
click
on
that
and
just
put
in
a
single
keyword,
you'll
be
able
to
research
anything
and
find
the
direct
telephone
number.
So
that
will
be
helpful
to
your
staff
as
well
as
any
of
the
public.
That's
watching!
If,
if
you're
interested
in
just
trying
to
find
something
out
yourself,
the
FAQs
are
listed
there
with
the
contact
information
as
well
great.
D
You
thank
you
councilmember
I
I
do
I
do
want
to
elaborate
on
on
two
things.
One
is
what
you
just
talked
about
is
exactly
what's
in
the
recommendation.
1.2
is
there's
a
lot
of
tools
and
a
lot
of
ways
to
access
that
that
the
community,
and
even
the
council
members
don't
know
about
I
mean
a
council
member
kundalis
was
asking
about
if
they're
going
to
have,
if
you're
going
to
have
the
ability
to
submit
service
requests,
you
can
today
with
Santa's,
a311
and
I,
think
we
haven't
done
the
training.
D
So
a
lot
of
you
may
not
know
that
so
so
that
that's
why
we
we,
we
expedited,
making
sure
we
got
you
all
trained
and
how
to
use
San,
Jose
3-1-1
and
then
the
recommendation
1.2
is
to
expand
our
work
in
accessibility
and
training,
and
that
is
actually
one
of
the
this
Staffing
requests
that
I
would
would
be
making
to
Jennifer
as
part
the
city
manager
proposed
budget
is
to
is
to
have
a
person
actually
work
closely
with
Carolina
on
further
expanding
our
accessibility
in
multiple
languages
and
getting
better
and
better
at
reaching
out
to
the
community.
AA
Thank
you
and
as
councilmember
Jimenez
said
before
this,
you
know
we
we
love
focusing
a
lot
of
times
on
policy
and
other
things,
but
the
basic
service
that
we
provide
as
Council
offices
as
a
city
are
the
services
that
we're
talking
about
today,
so
appreciate
the
focus
on
improving
that
customer
experience
which
will
help
our
residents
but
also
help
our
offices
as
we
as
we
you
know,
do
this
collectively.
I
was
intrigued
by
you
by
the
question
about
the
council.
Member
man
is
also
about
contacting
council
members.
AA
Presumably
the
people
have
an
encounter
they're
using
the
app
they
have
their
address
in
there.
So
actually
we
should
be
able
to
have
it
automatically
know
who
the
who
or
the
contact
person
they
could
reach
out
to
as
their
own
council
member.
They
don't
have
to
have
a
chart
and
figure
out
where
they
live
right.
They
should
be
able
to
say
email,
the
office
contact
the
office,
and
it
would
know
so
just
a
just
a
thought.
I'm,
not
sure.
If
we
were
at
that
point,
but
I
know
you've
been
thinking
about
different
access
points.
AA
One
of
you
made
a
comment
about
how
you
know:
people
trust
the
council
office
right
and
they
come
to
the
Council
Office,
sometimes
rather
than
using
the
app
and
I
will
mention
that,
obviously
a
lot
of
the
times.
The
result
is
that
the
council
office
then
uses
the
app
for
on
behalf
of
the
resident.
AA
But
ultimately
we
are.
We
are
the
ones
who
are
accountable
right,
so
it
sort
of
makes
sense.
We
want
to
make
sure
that
those
get
resolved
and,
in
some
sense,
I
actually
like
it.
When
we're
using
the
app
on
behalf
of
the
resident,
because
then
we
can
track
and
see
whether
things
get
done
and
from
the
residence
perspective
we
we
are,
then
their
personal
Concierge
in
some
sense
right,
we're
shepherding
it
through
the
process.
AA
We
have
that
ability
to
go
a
little
deeper
and
get
a
better
feeling
for
that
response,
and
so
back
to
the
question
about
whether
residents
will
receive
more
thorough
information
about
you
know,
I
think
councilman
Ortiz
asked
this:
how
will
they
know
exactly
what
the
what
the
outcome
was?
We
often
as
a
council
office
don't
want
to
go
back
to
the
resident
with
a
response
unless
we
know
so,
we
often
get
delve
Deep
dive
deeper
than
the
app
can
dive.
AA
AA
There
was
a
kind
of
questions
about
you
know.
People
aren't
satisfied
in
some
some
cases,
I
mean
there's
some
services
in
which
people
are
very
satisfied,
with
the
app
results
right
graffiti
abatement,
garbage
pickup
dumping,
I
think
in
most
cases
we
do
a
pretty
good
job
of
quickly
responding
and
resolving
those
issues.
AA
There's
some
that
sometimes
are
more
complicated
and
do
need
that
concierge
service
and
then
there's
some
like
vehicle
abatement
where,
by
nature
of
how
we
respond
people
half
the
people
are
not
going
to
be
happy
because
we
don't
go
out
and
ticket
and
tow
vehicles
unless
they
meet
a
certain
criteria.
And
so
we
have
spoken
in
the
past
as
well.
AA
I
kind
of
meant
to
make
it
a
question.
But
I
don't
know
if
I'm
coming
up
with
a
question,
but
we
we
have.
We
have
spoken
before
about
the
difference
between
the
procedural
and
the
policy
and
how
we
probably
have
to
have
a
conversation
as
a
council
about
what
is
the
policy
that
we
want,
so
that
residents
know
what
it
is
that
they
can
expect
the
city
to
do.
Is
our
policy
going
to
be
going
forward
that
we
only
Abate
vehicles
in
certain
circumstances,
and
should
our
policy
reflect
that
or
should
our
policy?
AA
Should
people
be
made
clear
that
the
language
and
the
policy
says
we
may
Abate
vehicles,
but
we
don't
have
to
and
we're
going
to
base
it
on
certain
criteria,
but
we
don't
do
a
good
job
of
communicating
with
the
public
up
front
about
what
they
should
expect.
The
outcome
to
be,
and
that
to
me
is
something
I
mean
I've
asked
this
before
smart
cities.
How
can
we
build
something
up
front
in
the
311
app
and
in
at
the
call
center
that
sets
the
proper
expectations.
D
Yeah,
so
you
so
you
did
ask
a
question.
J
AA
D
I
do
want
to
step
back
a
step
in
that
you
know
right
now.
D
You
in
San
Jose
3-1-1,
has
40
000
subscribers
right
in
a
city
of
almost
a
million
people,
so
there's
lots
of
other
channels
that
we
are
talking
about,
and
you
know
the
goal
from
the
ultimate
goal
from
the
technology
perspective,
which
is
going
to
come
after
a
lot
of
the
policy
and
procedure
work
is
that
council
members
will
have
that
360
degree
view
of
the
customer
and
all
their
contacts
in
the
city,
including
where
it
is
in
a
case
what
the
current
is
currently
assigned
to
what
you
know
if
it's
been
resolved.
D
What
the
resolution
is
what
Communications
went
out?
All
of
that
is
possible
with
today's.
You
know
customer
relationship,
Management
systems
and
that's
exactly
what
we're
hoping
to
empower
you
and
what
we
will
be
empowering
you
and
all
the
employees
with
is
that
360
degree
view
of
the
customer.
You
know
San
jose311
is
a
Channel
with
not
all
the
the
services
in
it.
D
So
part
of
the
reason
this
is
a
multi-year
transformation
is
once
we
get
the
policies
and
the
processes
right,
then
we
need
to
look
across
all
of
our
departments
and
all
of
our
systems
and
get
that
view
of
the
customer
and
rationalize
that
view
of
the
customer.
So
we
don't
have
50,
Dave
and
cohens
because
they
contacted
50
departments
in
the
past
right.
D
We
want
a
single
view
of
the
customer
when
360
degree
view
of
all
the
all
of
the
interactions
and
the
current
status
of
the
interactions
and
your
ability
to
add
notes
to
those
interactions
like
the
customer
called
you,
but
it's
getting
fixed,
then
here's
where
it
is
all
of
that
is
what
we
are
talking
about,
and
we
will
be
empowering
you
with
that.
With
with
this
ultimate
people
process
and
Technology
Solution,
that's
going
to
take
us
over
two
years
to
deliver.
AB
AA
50
will
be
we'll
sign
up
for
the
app
I
appreciate
your
the
focus
on
customer
on
CRM
I
mean
when
we
first
came
into
the
top
to
our
office.
We
were
trying
to
figure
out
what
is
the
system
that's
available
to
council
members,
and
there
isn't
wasn't
one
and
we
had
to
decide.
Do
we
buy
one?
Do
we
build
our
own
I?
AA
The
minute
a
new
person
comes
in
and
we're
starting
from
scratch
with
the
residents
and
from
their
perspective,
you
know,
they've
been
working
with
the
city
for
five
years,
but
we
don't
know
that
so
that'll
be
very
helpful.
I
I
appreciate
that
I
guess.
My
one
question
my
question
there
would
be
is,
as
things
come
into
our
offices
and
we
submit
them
into
CRM
system
and
we
Shepherd
them
through
the
process.
Will
that
kind
of
all
be
then
more
automated
in
terms
of
how
it
gets
to
the
right
departments
in
the
city.
D
Yeah,
yes,
absolutely
I
mean
we
are
again.
Our
intention
is
to
have
that
tool
available.
There's
a
difference
between
customer
service
and
Service
delivery,
and,
but
they
are
very
much
related,
is,
is
if
something
goes
wrong
with
Service
delivery,
that
it
becomes
a
customer
service
issue
and
there's
just
customer
service
that
needs
to
be
provided,
as
you
go
through
a
long
running
process,
because
not
many
things
in
the
city
city
are
really
automated
right.
D
So
so
so,
yes,
that
we,
the
visibility
into
like
a
case
and
where
the
case
is,
is
something
that
the
call
centers,
the
the
dispatch,
the
San
Jose,
3-1-1
and
council
members
all
would
have
access
to
being
able
to
see
great.
AA
AA
So
I,
I
or
I'll,
let
you
let
you
rephrase
your
friendly
amendment.
I
think
so
be
sure
that.
B
And
just
to
clarify
the
Motions
to
approve
the
report
and
accept
the
I'm.
Sorry
approve
the
customer
standard,
customer
service,
vision,
standards
and
recommendations
and
Performance
Management
framework.
B
AC
Thank
you.
You
know
I
I
too,
want
to
thank
staff
for
for
their
work
on
this,
especially
as
it
relates
to
improving
the
customer
service
Journey
for
our
residents.
You
know,
as
someone
who's
been
a
staff
member
for
an
elected
official
I
know
how
to
navigate
bureaucracy
and
and
I'm
encouraged
by
the
staff
that
is
making
you
know
increasing
the
seamless
customer
service
experience
with
our
city
services
for
our
residents.
AC
You
know,
I
do
have
one
comment.
It's
piggybacking
on
something
my
colleague
said
earlier
was
with
a
non-city
issue:
federal
state
county
special
district.
You
know
not
just
the
county
and
I,
just
we,
you
know
if
something's,
not
City,
related
I
I,
just
want
to
say
I'm
glad
we're
that
we're
taking
the
extra
step
of
researching
a
phone
number
website
for
folks
to
use
that's
assuming
they're
calling
do
we
do
the
same
with
the
3-1-1
app.
If
the
question
is
submitted
via
the
app
or
a
question
via
the
app.
W
Yes,
it's
actually
the
same
team.
So
when
you
go
into
the
sj311
app,
if
the
service
option
is
not
listed
there,
there
is
an
option
called
other
issues
when
you
click
there.
It
is
an
open
field
where
you
can
just
put
in
your
request.
The
same
people
who
answer
the
telephones
and
who
work
on
the
first
floor
are
the
same
people
who
respond
to
that.
You
would
get
the
response
via
email
and
we
do
the
same
type
of
research.
Oh.
AC
Wonderful,
thank
you
I.
You
know,
I
think
you
know
I,
think
it's!
It's
wonderful
that
we
do
that
and
you
know,
do
the
handoff
appropriately
and
piggybacking
on
on
some
comments
from
my
colleagues,
Jimenez
and
Cohen.
You
know
I
want
to
encourage
in
leveraging
our
Council
offices,
because
we
are
masters
of
navigating
bureaucracies
and
and
we
too
can
help
and
we
are
an
asset.
So
thank
you
for
the
report
and
I
look
forward
to
this
rollout.
K
Wonderful,
thank
you
for
the
presentation,
Dolan
and
your
team
and
city
manager
I'm
really
happy
to
see
the
customer
service
initiative
come
forward.
I
know
you
brought
it
forward
as
something
you
wanted
to
work
on
in
your
first
year
as
our
city
manager,
and
here
it
is
finally
coming
to
us
and
and
I
I,
think
it's
great.
We
really
need.
We
are
a
customer
service
organization
and
the
how
are
residents
and
our
customers
experience.
K
Interaction
with
us
really
defines
how
they
feel
their
city
is
doing
and
the
customer
is
not
necessarily
just
a
resident.
It's
it's
a
business,
and
it's
also
us
because
we
we,
as
City
Council
on
our
staffs,
are
interacts
acting
with
the
Departments
all
the
time
and
the
response
we
get
from
staff
or
how
we're
able
to
interact
with
them
is
then
how
we
then
can
can
communicate
with
our
residents
or
businesses.
Whoever's
contacting
us
for
assistance
is
really
helpful
in
solving
the
problem
and
making
it
easy
for
everybody.
K
It's
it's
about
treating
everybody
with
respect
with
understanding,
empathy
and
being
able
to
move
forward
to
get
to.
Yes,
when
I
first
came
to
city
council
a
little
bit
over
four
five
years
a
little
over
four
years
ago,
one
of
the
first
things
I
brought
into
my
team
was
we
need
to
get
to
yes
now,
I
realize
we
can't
always
get
TS,
but
we
try
to
get
TS
and
we
try
to
show
the
community
that
we
want
to
get
to
yes,
and
sometimes
that
means
picking
up
the
phone.
K
Sometimes
it
means
driving
out
and
talking
to
the
resident
in
person.
Whatever
method,
we
need
to
to
engage
someone
to
show
them
the
respect
and
understanding
that
they
need,
because
sometimes
they
call
us
and
they're
frustrated
and
angry
and
all
they
want
to
hear
is
just
someone
say:
I
hear
you,
here's
what
we
can
help
you
with
and
that
calms
them
down
many
people,
some
it
doesn't,
but
most
people
it
does.
So.
K
I
really
appreciate
the
focus
on
customer
service
and
and
the
number
one
thing
that
we
need
to
work
on
really
is
culture
and
training?
That's
the
first
thing.
So
how
what?
What's
the
first
step
that
the
team
will
go
through
to
change
culture
or
improve
the
culture?
To
add,
in
that
customer
service,
mind
frame.
D
D
The
second
thing
we're
going
to
be
doing
is
is
working
to
basically
get
kind
of
the
as
training
for
the
processes,
as
is
because,
as
we've
identified,
there's
enough,
we
have
staff
and
residents
who
just
don't
understand
through
institutional
change
and
lack
of
loss
of
institutional
knowledge,
all
the
tools
and
processes
are
available
and
how
we
should
conduct
that
interaction
with
the
customer.
D
I
think
where
we'll
start
to
hit
the
improvements.
Much
faster
is
when
we
do
two
things
as
we
design
the
new
processes
and
new
policies,
we
need
the
all
the
Departments
and
the
directors
and
their
service
owners
to
take
ownership,
which
probably
means
embedding
them
in
the
team
for
a
while
we're
piloting
some
of
that
with
vehicle
blight,
where
it's
not
just.
D
We
spent
a
little
bit
of
time.
Here's
the
solution
doesn't
work
right.
We
want.
We
want
the
Departments
and
the
service
owners
to
take
ownership
and
you
take
ownership
when
you've
been
part
of
the
process
and
help
shape
it
help
co-create
it
and
you've
been
there
for
a
while
and
you've
lived
through
it,
and
you
come
back
and
you're
you're
the
Evangelist
to
the
rest
of
the
department
in
the
organization,
so
ownership
and
then
the
second
is
celebrating
I
should
say
rewarding.
D
Success
and
rewards
can
come
in
many
shape
or
forms,
and
success
can
come
in
many
shapes
and
forms.
But
we
need
to.
We
need
to
start
reinforcing
the
the
successes
and
the
successes
will
track
back
to
some
of
those
performance
measures.
It's
a
more
qualitative
quantitative
things,
but
also
qualitative
things
and
I
know.
Kia
does
a
lot
of
that
with
her
team
right
now,
but
that
needs
to
become
business
as
usual
that
you
you
were
you
take.
We
take
ownership
and
we
reward
success.
Q
And
I'm
going
to
add
on
to
that
a
little
bit
as
part
of
ownership
as
as
Dolan's
outlined.
It's
also
having
the
department
employees
feel
empowered
to
Mystery
Shop
their
own
services
to
make
those
suggestions
to,
because
obviously
we
only
there
could
only
be
so
much
stakeholder
work,
which
was
a
lot
during
this
initial
stage,
but
that
constant
looking
at
the
services
and
and
seeing
it
from
a
different
perspective
like
the
customer's
eyes
and
also
customer
to
customer
from
Department
department.
Q
So
we
want
I
want
that
to
be
embedded
in
the
culture
as
well
as
as
we
take
owners
and
ownership
and
Empower
our
employees
to
to
start
making
that
list
of
things
that
we
can
do.
Those
more
quick
wins
as
Kia
outlined
that
don't
that
aren't
necessarily
huge
lifts,
but
things
that
they
might
encounter
that
they
feel
empowered
to
suggest
to
be
fixed
immediately.
And
we
can
make
those
as
we're,
transforming
and
training
and
doing
all
the
other
things.
In
parallel.
K
That's
great
and
and
empowering
and
rewarding,
is
really
important.
Every
the
customer
service
experience
doesn't
start
with
the
and
end
with
the
receptionist.
It
may
begin
there
with
the
first
person
who
answers
the
phone,
but
that's
not
the
person
who
solves
the
problem
or
handles
it
most
delicately
or
amongst
respectfully,
is
could
be
everyone
along
the
line.
It's
not
necessarily
the
first
and
it's
not
the
last.
It's
everyone
in
between
and
and
changing
that
culture
or
emphasizing
that
culture
is
really
really
important.
You
talked
about
rewards.
What
are
you
thinking?
D
I'm
thinking
e,
all
of
the
above
and
and
it
I
mean
it
can
be
anything
I
mean
take
abstracting
myself
up
to
my
25
years
as
a
consultant
I'll
put
that
hat
on
right
now,
I
mean
it
can
be
anything
from.
You
know
the
this
looking
at
the
seven
standards
and
picking
one
person
every
day
who
showed
excellence
in
one
of
those
standards
and
rewarded
with
a
a
cookie
from
insomnia,
those
as
we've
done
to
do
with
some
of
our
departments.
It
can
be
anywhere
to
Performance
assessments.
K
Great
I'm
I'm
glad
you're
thinking
broadly
on
what
rewards
could
be
because
it
doesn't
have
to
be
monetary,
it
can
be
simply
flowers,
you've
done
a
great
job,
here's
a
here's,
a
rose,
you
know
or
or
a
Starbucks
card,
or
something
like
that
right,
it's
really
it
and
it.
It
shows
that
we
appreciate
customer
service
that
we
are
recognizing
customer
service
and
how
important
that
is,
and
we're
thanking
them.
For
that
exactly.
D
E
Your
team,
I
I,
believe
that
you
guys
have
done
an
incredible
job
to
start
this
program
and
I
just
want
to
say.
Thank
you.
I
do
have
one
question:
is
that
sometimes
you
get
a
report
of
let's
say
an
abandoned
vehicle?
You
may
get
20
different
requests
for
the
same
vehicle.
How
do
you
lump
that
together
or
how
you
reduce
that
amount
of
of
request
in
the
same
exact
vehicle
or
same
location.
D
I
know:
there's
work
going
on
on
the
abandoned
vehicle,
so
I'm
going
to
have
Khalid
come
down
and
address
what
they're
currently
working
on.
Thank.
O
You
for
the
question:
currently
we
we
manage
this
manually,
the
goal
with
the
redesign
of
the
vehicle,
light
solution
or
workflow
that
we
want
to
kind
of
identify
before
the
customer
can
submit
it
that
way.
If
somebody
have
done
the
work,
then
we
can
ask
him:
do
you
like
to
submit
additional
information
instead
of
starting
the
process
all
over
again?
The
second
part
we're
trying
to
do
also
to
have
a
parent-child
relationship
with
the
tickets,
so
more
than
one
department
needs
to
serve
that
case.
O
Then
we
will
have
a
way
to
tie
the
different,
like
Department
of
Transportation
and
housing
and
and
code
enforcement.
Anything
like
that.
So
these
are
the
two
things
that
we're
looking
at
as
we
speak,
and
hopefully,
by
the
end
of
the
month,
we'll
have
a
redesigned
or
reprocess
auction
for
the
system.
E
Z
So
this
is
the
time
to
make
the
friendly
Amendment.
Okay
all
right.
So
the
amendment
is
for
5.2
to
consolidate
into
a
single
CRM
platform
or
have
multiple
platforms
talk
to
each
other,
to
give
appearance
of
a
single
platform
and
there's
two
additional
capabilities:
one
enhancing
the
enhancing
Anonymous
reporting
capability.
A
Z
B
D
Yeah,
thank
you,
council,
member,
so
I
think
I
need
to
bifurcate
the
recommendation
from
some
of
the
some
of
the
more
specific
Direction,
so
so
we're
completely
supportive
of
recommendation
5.2
changing
to
consolidate
into
a
single
CRM
solution
where
a
solution
can
be
virtual
or
physical,
so
I'm,
I'm,
fine,
I'm,
fine,
with
just
actually
just
saying
changing
procure
to
consolidate
into
a
single
CRM
solution.
D
Full
stop
and
Khaled
and
I
have
talked
about
that
last
night
and
we're
fine
with
that
friendly
amendment
to
5.2,
I
I
think
the
other
things
I
would
take
is
we
definitely
think
we
would
happy
to
explore
as
we
look
forward
either
in
you
know,
with
existing
staff
within
their
existing
work
plan
or
take
into
consideration.
If
we
actually
see
this
transformation
get
funded
and
move
forward,
we
would
consider
those
things
for
the
future,
but
I
would
not.
D
Z
AC
B
Great
I
I
think
we're
close
here.
I
just
wanted
to
very
quickly
touch
on
two
points
again,
really
appreciate
all
the
work
that
has
gone
into
this
report
and
I'm
very
excited
to
get
underway
here.
I
want
to
make
the
point
first
that
we
talked
a
lot
about
3-1-1,
but
I.
Think
as
Dolan
pointed
out,
there
are
so
many
important
touch
points
across
city
services
and
departments
that
this
customer
service
vision
and
standards
framework
should
be
impacting
so
I.
B
But
to
the
extent
that
it
is
about
culture
and
process
and
practice,
how
do
we
support
that
and
encourage
and
reward
that
kind
of
transformation
within
the
city,
because
I
don't
think
it's
enough
to
just
buy
a
CRM
and
make
some
changes
to
the
311
app?
So
how
do
you
imagine
engaging
the
entire
organization
and
the
kind
of
culture
change
we
want
to
create.
D
Yeah
I
appreciate
appreciate
the
question.
I
I
think
that
certainly
the
value
is
going
to
come
out
of
the
policies
and
the
process
and
the
people,
because
if
we
don't
get
that
right,
then
the
technology
isn't
isn't
going
to
help
in
our
first
year
is
going
to
be
focusing
on
on
those
P.
So
to
speak,
of
the
people,
the
process
and
planning
for
the
platform
in
terms
of
the
incentives
and
in
terms
of
making
the
cultural
change.
D
I
think
it
does
go
back
to
some
of
the
discussions
about
part
of
having
the
centralized
governance
even
in
a
lightweight
in
the
beginning,
in
the
CMO
is
to
have
a
team
that
will
be
working
with
all
the
Departments
and
all
the
service
owners
on
on
actually
what
we've
developed
here
and
what
what
the
standards
are
in
adopting
those
as
a
policy
in
the
city
beginning
to
do.
D
D
You
know
number
of
calls
per
day,
then
you
are
leading
to
not
necessarily
solving
a
solution
you're
leading
to
getting
to
the
next
customer,
so
I
think
a
lot
of
it
actually
does
get
down
to
adopting
the
policy.
You
know
adopting
the
policy
as
our
North
Star,
the
vision
and
the
standards
working
on
training
and
working
on
identifying
how
exactly
these
teams
are
measured
today
and
potentially
looking
at
different
ways
to
measure
and
reward
so
that
we're
we're
focusing
on
the
solution
and
not
and
not
the
transaction.
If
that
makes
sense,
yeah.
B
Absolutely
do
you
anticipate
that
the
way
that
we
do
performance
reviews
and
consider
promotions
will
be
changed
over
time
to
reflect
the
best
thinking
and
the
values
that
are
encapsulated
in
this
report.
I
will
say
yes
great
glad
to
hear
that
and
then
finally,
our
city
manager
talked
about
continuous
measurement
and
Improvement.
Have
we
considered
using
some
sort
of
outside
independent
audit
as
a
way
of
for
lack
of
a
better
term,
keeping
us
honest
to
making
these
changes
and
ensuring
that
we're
continuing
to
provide
excellent
customer
service
across
all
these
different
touch
points.
D
Yeah
ABS,
absolutely
I,
think
I
think
there's
many
ways
we
would
want
to
do
that.
There's
it's
it's
it's
often
it's
an
ideal
practice
that
often
doesn't
happen
when
you
get
into
the
rush
of
trying
to
do
a
transformation,
but
you
want
to
separate
the
people
who
understand
the
value
that's
to
be
delivered
and
how
it's
to
be
delivered
from
the
people
who
are
making
the
changes
and
documenting
the
processes
and
developing
the
technology.
So
I
think
abstracting
kind
of
a
a
an
unbiased
third
party
that
has
knowledge
of
of
that
I.
D
Don't
want
to
prescribe
any
particular
organization
or
person
because
then
I
start
to
get
into
some
procurement.
You
know
guard
rails,
but
certainly
we
would.
We
would
want
to
do
that.
I
think
that
that
would
be
one
practice.
The
second
practice
is
I.
I
was
really
thrilled.
You
know
three
or
four
years
ago,
when
Rob
pulled
out
a
project,
Charter
and
I
was
like.
Thank
heavens,
we
are
actually
beginning
to
document
what
we're
supposed
to
do
and
included.
That
is
what's
the
value
that
we're
supposed
to
deliver.
D
So,
as
people
are
in
the
nuts
and
bolts
of
configuring,
an
application
or
migrating
data,
they
have
a
project
Charter
that
says
this
is.
This
is
how
it
contributes
to
the
value.
It's
just
how
it
contributes
to
these
seven
standards
in
our
customer
service
Vision.
So
people
don't
forget
and
wind
up,
you
know
starting
off
designing
a
swing,
and
you
wind
up
with
a
you
know,
a
a
tractor,
so
I
think
there's
many
different
practices.
D
We'd
want
to
employ
here
to
make
sure
that
the
value
we
intend
to
deliver
is
the
value
that's
being
delivered
during
the
development.
So
we
don't
get
to.
Actually
you
know
implementation
and
operations
and
find
out
we're
not
delivering
that
value,
so
we
want
to
catch
it
early
during
the
development
process
is
what
I'm
saying
as
well
as
afterwards,
so
that
we
actually
are
are
making
sure
that
we're
fairly
confident
that
what
we're
actually
doing
is
going
to
deliver
the
value.
B
Thank
you
great
well,
thank
you
again
to
City
staff.
I'm
excited
for
the
the
journey
we're
about
to
Embark
upon
and
guide
house.
Thank
you
for
your
work.
I'm
often
skeptical
of
Consultants
but
I
have
to
say
this.
This
process
was
very
robust
and
I
think
you
really
Dove
very
deeply
into
how
we
operate
and
produced
a
very
substantive
and
useful
framework.
Here,
that's
going
to
help
guide
us
in
the
years
ahead.
So
I
appreciate
the
work
you've
done
as
well
with
that
I
believe
we're
ready
to
vote.
B
B
Hands
glorious
day
council
member
Torres.
B
B
AD
AD
Sorry
about
that,
thank
you.
While
we
get
situated
here
a
good
afternoon
mayor
and
Council,
my
name
is
Catherine
Brown
I'm,
the
interim
assistant
director
for
the
Department
of
Public,
Works
and
I'm
joined
here
today
by
chair
Nick
Cochran
and
vice
chair
Gary
Cunningham
for
the
measure,
T
Community
oversight
committee.
AD
The
focus
of
today's
presentation
is
for
chair
Cochran
and
vice
chair
Cunningham,
to
present
on
the
coc's
annual
report
on
the
measure,
T
Bond
proceeds
and
allocations
for
last
fiscal
year,
so
20,
21
and
2022,
and
then
I
just
want
to
highlight
that
Public
Works
myself
and
a
few
other
members
as
well
as
our
partner
departments.
We
will
be
coming
back
next
week
to
give
the
mayor
and
Council
a
more
robust
update
on
the
measure
T
program.
AE
Thank
you,
Catherine
is
this
coming
through
all
right,
I
can't
tell
yes,
anyway,
Mr
Mayor
members
of
the
city
council.
As
Catherine
indicated,
my
name
is
Nick
Cochran
I'm
current
chair
of
the
Community
oversight
committee
and
I,
thought
that
before
we
get
into
the
slide
presentation,
I
would
give
you
all
a
very
brief
overview
of
measure
T,
simply
because
I
think
there's
quite
a
few
new
council
members.
That
may
not
be
completely
read
in
on
this
Bond
measure.
AE
AE
The
COC
is
also
required
to
render
a
render
an
annual
report
on
its
findings
to
the
city
council.
Our
formal
written
report
was
issued
on
January,
27th
and
forwarded
to
the
city
council
on
February
13th.
Today's
presentation
is,
is
a
highly
abbreviated
review
of
that
and
to
give
you
an
opportunity
to
ask
any
questions
that
you
may
have
sure.
Okay
did
on
that
screen.
I'm
I'm
pleased
to
note
is
the
Emergency
Operations
Center,
one
of
I
believe
26
projects
countenanced
by
measure
T
that
I
guess
it's
completely
completed
and
open.
Is
it?
AD
AE
AE
Okay.
The
most
important
part
of
what
we
report
on
is
the
second
paragraph
there
that
we
have
concluded
that
the
bond
issuance
and
related
expenditures
for
the
fiscal
year
end
of
June
30
2022,
have
been
reviewed
by
us
to
ensure
that
the
proceeds
have
been
used
within
the
spending
categories,
to
find
and
authorized
by
measure
T
and
have
been
expended
on
a
timely
basis
to
ensure
that
the
municipal
bonds
issued
retained
their
tax
exempt
status.
AE
This
is
a
quick
summary
of
the
bond
issuance
status.
It's
been
delivered
in
tranches,
the
bond
was
authorized
in
2018
for
a
total
of
650
million
240
or
about
was
issued
in
2019,
and
there
was
another
issuance
in
2021
totaling,
200
million,
so
we've
had
440
issued
thus
far
and
we
have
a
remaining
issuance
of
roughly
210
million
dollars.
AE
In
the
three
years
that
the
COC
has
functioned
and
the
program
has
been
operational,
we
have
verified
the
proper
usage
of
a
little
over
200
million
dollars
is
indicated,
and
if
we
go
to
the
next
page
quickly,
you
can
scan
down
and
see
what
the
specific
categories
of
funding
was
for.
Traffic,
of
course,
includes
Paving
Bridges,
LED
street
light
conversion.
Public
Safety
is
fire
and
police,
including
the
emergency
op
Center.
Oh
no,
that's
under
yeah.
That's.
J
AE
AE
Now
a
lot
of
that
was
brought
about
by
the
kovitz
era
and
and
and
I
and
they're
they're
in
the
process
of
catching
up,
because
one
of
the
important
points
to
note
is
item
a
that.
85
percent
of
any
money
received
be
spent
within
three
years
of
issuance
in
order
for
the
bond
to
continue
to
qualify
for
its
tax
exemption,
thus
far
we're
okay,
but
it
is
just
something
to
be
aware
of.
AE
AE
Oops
it
didn't
work,
did
it
oh
no
I
went
too
far,
can
I
go
back.
Is
that
the
one
sorry
I'm
new
to
this
technology?
Let's
go
back
one?
No,
it's
not
going
back,
am
I
going
to
point
in
the
right
place,
yeah!
Oh
there
we
go
so
our
first
specific
recommendation
this
year
is
for
DPW
to
publish
a
master
project
plan
schedule,
beginning
with
dpw's
next
annual
semi
report
to
the
Council
on
June
30th,
containing
vital
project
level,
information,
current
spending
plans,
scope,
Etc
and
every
six
months
thereafter.
AE
We
believe,
as
a
committee,
that
this
semi-annual
report
will
greatly
assist
the
COC
in
performing
its
mandated
oversight
and,
more
importantly,
will
be
an
invaluable
resource
to
the
city
council.
You
folks
in
any
required
decision
making
regarding
the
appropriate
expenditure
of
remaining
measure.
T
funds
there
will
have
to
be
some
changes
made.
I
am
certain
about
that.
AE
Foreign,
our
second
recommendation
is
a
carryover
from
the
prior
year.
Unfortunately,
as
many
active
Commissions
in
the
city
are
plagued
with,
we
have
significant
vacancies
in
terms
of
seats.
We
have
operated
at
about
a
33
percent
deficit
for
three
years.
There
are
several
Council
District
seats
and
one
at
large
city
seat
that
have
not
been
filled
during
that
three-year
period
of
time.
AE
The
problem
that
it
creates
is
that
oftentimes
we
are
unable
to
obtain
a
quorum
and
it
ties
our
hands.
We
have
more
than
once
put
together
a
meeting,
including
staff,
all
of
the
people
present
and
per
you
know,
assistance
and
so
on
and
so
forth.
After
half
an
hour
have
to
count,
cancel
the
meeting-
and
we
raised
this
issue
last
year
in
the
report
to
the
council
and
it's
being
raised
again
and
I'm
going
to
take
it
one
step
further.
AE
I
did
get
a
response
from
one
District
when
I
went
out
a
couple
months
ago,
and
they
said
well,
we
just
don't
get
a
lot
of
people
applying
yeah
I
get
that
because
most
people
don't
know
that.
There's
an
opportunity
to
serve
on
this
and
I
think
it's
something
where
you
have
to
go
out
and
buttonhole
somebody
and
sell
them
on
the
need
to
do
this.
It's
vitally
important
that
we
do
this
so
you're
not
going
to
get
a
flood
of
applications.
It
just
isn't
going
to
work
that
way.
AE
I
mean
I,
wasn't
breaking
down
the
door
to
get
on
this
committee
either
until
council,
member
Davis
button
hold
me
and
that's
why
I'm
here?
Thank
you
Deb
anyway.
Also,
I
will
make
this
offer,
on
behalf
of
all
of
the
members
of
the
COC
We
Stand,
ready
to
participate
in
any
District,
Outreach
or
state
of
the
district
meetings
that
you
would
like
to
have.
Any
of
us
attend
to
help
with
people's
Comfort
level.
About
what's
going
on.
AE
650
million
is
a
lot
of
money
and,
if
I
think
most
residents
are
very
much
like
I
was
I'd
begun.
I
had
gotten
to
the
point
where
I
was
absolutely
convinced
that
most
of
this
Bond
money
that
was
passed,
I,
don't
mean
just
San.
Jose
I
mean
everywhere
went
down
the
drain
somewhere.
Nobody
knew
where
it
went.
Nobody
you
knew
what
it
was
used
for.
I
will
tell
you
that
what
we
do
here
is
very
important
and
creates
a
good
liaison
and
connection
with
the
city,
so
that
offer
stands
it
stood
last
year.
AE
I'd
be
happy
to
do
that
at
any
point
in
time
in,
in
summary,
I
want
to
thank
all
of
my
measure,
T
colleagues,
for
their
considerable
commitment
of
time
and
effort
and
working
to
compile
this
year's
support
to
the
city
council.
AE
Let's
not
forget
that
the
next
time
the
city
struggles
with
whether
we
should
involve
an
oversight
committee
with
a
bond
measure
because
I
know
there's
some
skepticism
and
some
pushback
and
yada
yada.
It's
an
added
layer
of
whatever.
But
let
me
tell
you
I
think
it
serves
an
a
vital
purpose
and
furthers
the
role
of
governance
and
citizen
involvement
in
the
city.
So
I
would
continue
with
that
mission.
AE
I
also
want
to
acknowledge
the
Department
of
Public
Works
and
in
particular,
Catherine
Brown
for
dpw's
collaborative
support
this
year,
I
mean
without
what
they
do
and
their
unwavering
support
and
putting
up
with
a
lot
of
our
complaints
and
requests
and
everything
else
and
she's
great,
and
we
we
got
it
done.
And
finally,
a
quick
shout
out
to
council
member
batra
who,
until
six
weeks
ago,
was
an
esteemed
member
of
this
committee
having
sir
having
served
both
as
Vice
chair
and
chair
and
on
behalf
of
the
entire
COC.
AE
B
Great
thank
you
so
much
chair,
Cochran
and
vice
chair
Cunningham.
We
really
appreciate
your
service
on
this
oversight
committee.
We
have
had
some
excellent
leadership
on
this
committee
and
appreciated
your
reports.
Every
year
and
I
appreciate
councilor
Davis
for
some
excellent
button.
Holding
there.
AF
B
Y
Hi
we're
Beekman
here
thanks
a
lot
for
this
item.
I
found
it
interesting
with
the
new
council
person
just
named,
who
was
recently
on
the
measure,
your
keyboard.
That's
now
on
Council
I
made
it
kind
of
a
point
to
try
to
mention
it's
a
public
comment
time.
Y
You
know
that
measure
key
they've
been
a
kind
of
interesting
group
in
the
past
couple
years
and
for
all
the
previous
work
in
the
past
few
years,
around
emergency
preparedness,
Community
emergency
preparedness
that
we've
done
really
well
in
San,
Jose,
Metro
key.
You
know,
they've
done
some
really
important
work
on
road
repair
on
earthquake.
Y
Retrofit
upgrades
I
think
it's
really
interesting
work
that
they
do
as
a
commission,
I
hope
people
will
want
to
be
interested
just
to
attend
and
listen
in
and
and
see
what
they're
about,
and
it's
a
good
functioning
infrastructure
commission
for
the
city
that
I
I
hope.
Overall,
we
learn
how
to
get
people
more
involved
in
the
commission
process.
Again,
as
in
the
past,
it's
good
work
and
good
effort.
Y
I
hope
they
can
work
in
the
next
year,
as
I
mentioned
yesterday
as
say,
community
energy
can
also
work
to
make
clear
what
we
really
can
expect
a
natural
disaster
wise
in
the
next
coming
year
to
make
that
process
open
and
clear
to
the
public
as
they're,
trying
to
figure
out
ways
to
be
more
accessible
with
the
community.
That
would
help
that
would
be
the
good
stuff.
You
know,
and
I
mentioned
the
work
I
do
with
accountability
with
tech.
Y
If
they
can
be
well
understanding
of
those
things,
it
offers
them
an
incredibly
additional
tool
in
their
tool
test
of
how
to
address
all
the
tech
issues
and
pavement
issues
they
have
to
work
on,
and
that
builds
the
community
accessibility
and
just
overall
goodness
that
we
try
to
strive
for
is
the
community
process.
Z
First
of
all,
I
got
to
thank
all
my
colleagues
of
the
COC
and
I
hope.
Some
of
the
training
and
the
work
they
did
with
me
will
help
me
being
a
council
member
here.
Okay,
I
do
have
a
couple
of
questions
for
you.
One
are
you
recommending
or
your
observation
about
low
rate
of
spending,
which
is
likely
to
have
a
impact
from
85
percent
requirement?
There
must
be
spent
within
three
years.
AD
Thank
you
for
the
question
council
member
batra,
so
we
Public
Works
we're
not
concerned.
We
do
have
about
75
million
dollars
worth
of
Public
Safety
projects
that
are
going
to
be
going
out
to
bid
within
the
next
six
months.
So
that's
going
to
definitely
help
with
some
of
that
expenditure.
The
another
just
point
of
con
or
context
the
the
expenditures,
don't
necessarily
show
contracts
that
have
been
encumbered
so
the
they
TR.
They
show
True
expenditures.
AD
AE
The
second
oh
yeah,
if
I
can,
if
I
can
just
add
sure
I
I,
don't
think
that
not
all
that
Gary
chime
in
if
he
wishes
I
I,
don't
think
we're
concerned
at
this
point,
just
given
the
low
rate
of
spend,
we
want
the
city
council
to
be
aware
that
this
could
possibly
become
an
issue.
If
the
spending
level
doesn't
you
know
so
far,
we've
hit
those
bogeys
and
but
we're
close
and
I.
You
know,
and
and
hopefully
with
covid
behind
us
knock
on
wood.
AE
You
know
the
spending
will
accelerate
and
the
projects
will
get
done
and
the
money
will
get
spent
and
this
this
will
be
an
issue
that
will
evaporate.
But,
okay.
A
AF
Have
made
a
sorry.
AF
Z
So
I
think
we
got
it
that
this
is
not
a
immediate
concern
item,
but
it
is
something
which
the
council
should
keep
an
eye
on
it,
along
with
the
DPW
that
we
don't
run
into
that
situation.
Okay.
The
second
thing
your
big
recommendation
is
about
having
what
you
call
master
plan,
which
is
generally
known
in
the
console
circles,
is
the
road
map?
Okay,
so
has
that
recommendation
been
accepted
by
the
dpwd
or
do
we
need
to
make
it
a
requirement
from
from
the
council
if
I
agree
with
this
one?
AD
Thank
you
for
the
next
question,
so
we
do
keep
a
general
roadmap.
I
think
that
something
that
we
can
improve
on
is
possible.
You
know
transparency
with
our
partners
in
the
COC
and
so
I
think.
That's
a
commitment
that
we're
willing
to
make.
We
also
do
have
a
an
online
tool
that
keeps
track
of
all
of
our
projects,
the
cpms
database,
and
so
that
is
publicly
accessible
as
well.
So
I
think
we
can.
AD
We
can
probably
pull
reports
off
of
our
off
of
that
publicly
accessible
database
and
share
those
with
the
COC
members,
the
because
that's
what
we
typically
utilize
as
that
that
Master
spreadsheet
or
master
the
road
map
yeah.
L
AE
You
can
appreciate
councilman
vatra,
you
know
as
Time
Marches
On,
given
that
we're
already
based
upon
dpw's
latest
spreadsheet,
update,
which
was
shared
with
the
COC
in
December,
we're
already
26
million
below
the
water
line,
in
terms
of
if
we
spend
everything
that
we
currently
see
in
the
in
in
the
in
the
hopper
to
get
everything
done
as
currently
scoped
we're
going
to
be
26
million
dollars
short,
my
guess
is
an
iteration
or
two
from
now.
That
number
is
probably
going
to
grow.
AE
It's
just
kind
of
the
nature
of
the
way
things
tend
to
work
these
days
and
there
needs
to
be
a.
We
can't
get
the
these
updates
have
to
be
done
more
frequently
than
every
three
years.
We
recommend
it
every
six
months
coming
to
the
city
council,
because
if
there
need
to
be
project,
scope,
changes,
alterations,
elimination
of
projects
or
whatever
you
folks
are
going
to
have
to
make
that
decision.
Okay,
that
isn't
something
the
COC
does
it
isn't
something
the
DPW
does,
but
you're
going
to
have
to
get
ahead
of
that
and
be
thinking
about.
AE
Well,
I,
don't
know:
do
we
want
this
fire
station
or
this
you
know
whatever
it
is,
there's
26
identified
projects,
half
of
which
is
dedicated
to
road
maintenance,
Paving
Bridges
and
that
sort
of
thing,
so
it
Narrows
the
field
a
little
bit.
It's
like
the
federal
government
trying
to
deal
with
their
budget
problems,
so
we're
trying
to
give
you
the
red
the
early
warning,
light
to
make
sure
that
you're
getting
the
information
real
time
and
not
have
it
after
you
throw
up
your
hands
and
go.
AE
Z
Yeah
so
so
I
think
those
are
both
good
observations
and
recommendations,
but
I
believe
that
those
have
been
accepted
by
the
dpwd
and
they
will
improve
their
reporting.
So
it
doesn't
need
a
resolution
or
a
action
item
from
the
council
to
be
directing.
Is
that
what
I'm
gathering
I'm
happy
to
hear
that
I
would
agree
with
that?
Okay,
so
I'm
happy
to
hear
that
the
COC
has
done
its
job
and
DBW
has
collaborated
with
them.
We.
M
I
just
want
to
thank
the
chairman
and
all
staff
who
are
working
on
this
very
important
topic.
You
know
safety,
preparedness,
infrastructure,
disaster
preparedness,
all
really
important
for
the
entire
city
and
our
residents.
I
did
notice
that
my
district
is
one
that
has
a
vacancy,
so
I
just
want
to
commit
to
working
with
you
to
find
someone
to
be
placed
on
that
committee.
I,
don't
know
if
there's
a
link
that
could
be
shared
with
my
office.
That
has
details
in
regards
to
it,
but
I
just
wanted
to
commit
to
doing
that.
Thank
you.
B
L
I
I
do
want
to
thank
Nick
and
Gary
for
coming
today
and
Nick.
Thank
you
for
saying.
Yes,
I
did
not
get
any
applicants
for
the
COC
when
it
originally
posted
and
I
literally
just
thought
who
is
one
of
my
residents,
who
is
the
most
fiscally
minded
person
who
might
be
willing
to
do
this,
and
it
didn't
take
much
convincing
so
I'm
very
grateful
that
you
said
yes.
AF
L
It
and
I
and
I
want
to
thank
the
entire
coc
for
for
all
of
their
work.
Council
member
batra
already
discussed
this
at
length,
so
I
just
I'm
going
to
ask
outright
to
Matt
Lush.
Are
you
accepting
of
the
coc's
recommendation
number
one
to
come
to
the
council
semi-annually
with
an
update
on
project
status
and
funding.
AG
L
This
report
reminded
me,
I,
didn't
remember:
we
had
a
third
of
the
funds
that
we
hadn't
issued,
bonds
for
which
made
me
cringe
a
little
bit,
given
the
current
interest
rate
situation
and
the
higher
construction
costs
that
we've
had
since
our
last
issuance.
Will
your
update
include
kind
of
what
the
Outlook
is
for
the
third
tranche
of
Bond
issuance
I'm,
assuming
Finance
would
be
part
of
that,
but
is
that
part
of
what's
what's
going
to
come
to
us
next.
AG
AG
B
Thanks
councilmember
vice
mayor.
H
Thank
you.
First
of
all,
I
Cochrane
and
vice
chair
Cunningham
I
know
that
this
is
a
lot
a
lot
of
work,
I'm
very
grateful
that
Gary
is
D1,
representative
and
I
know
that
this
is
volunteer
work
that
you
do
and
I
just
appreciate
it.
So
much
and
all
of
the
work
that
you
both
do
for
our
community
I
have
a
clarifying
question
regarding
the
contracts
that
are
encumbered
or
obligated
and
whether
or
not
they
are
on
your
table.
AE
No
that
no
in
our
complete
report,
you
know
in
our
in
our
complete
report,
which
you
know
is
rather
lengthy.
There
is
an
expanded
data
set
that
includes
the
encumbrances
by
category
and
I
think
the
encumbrance.
So
what
this
reflects?
This
ties
into
the
auditor's
report
for
the
year,
which,
as
Catherine
pointed
out,
is
primarily
a
cash-based
type
of
document.
I
think
it
was
something
like
yeah
as
of
the
end
of
last
June,
which
was
our
reporting
period,
the
additional
encumbrance
that
which
had
been
I'll
say
the
use.
The
word
obligated.
AF
AE
AA
AA
Thank
you
for
bringing
the
report
forward.
I
am
I'm,
particularly
interested
in
your
first
recommendation.
I
think
it's
important
for
us
to
have
that
published
schedule.
An
update,
that's
continually
current
I
I
get
I
just
use
this
opportunity.
Every
time
we
talk
about
measure
T
to
bring
up
fire
station
23,
which
is
the
very
last
fire
station
on
the
list.
AA
It's
the
fire
station
in
District
Four
that
I
represent
every
as
time
goes
by
I,
get
more
and
more
nervous
that
we're
not
going
to
be
able
to
fund
the
the
replacement
of
that
fire
station.
That's
still
in
a
small
house
on.
A
AA
Three
Corner
in
a
growing
part
of
the
city,
so
we'll
have
more
discussion
about
that
next
week,
but
I
just
didn't
want
to
let
the
opportunity
go
by
to
to
mention
it
again
the
importance
of
having
the
schedule
and
having
something
in
front
of
us.
So
we
can
always
know
what
the
status
is
of
some
of
those
further
out
projects.
You.
AE
Know
I
mean
listen.
You
folks
are
going
to
have
some
heavy
lifting
to
do
here
in
the
next
year.
Two
three
four
years.
What
you
don't
want
are
four
or
five
half
built
fire
stations.
You
know
you
know
you're
going
to
have
to
make
some
tough
decisions.
I
mean
it's
I
I,
don't
know
whether
it's
going
to
be
fire
station
I
have
no
idea.
That's
that's
not
our
purview,
but
some
some
difficult
decisions
are
going
to
be
have
to
be
made
right.
That's
just
the
way
it's
going
to
be
yeah.
AF
The
26
of
these
projects
there
and
they're
reported
on
in
the
auditors
they're
reported
on
in
the
auditor's
report.
So
this
is
what
we
want
to
get
a
scope
on
the
beginning
and
the
end.
What
what's
the
projected
end
date
and
and
just
to
get
some
visibility?
We
don't
need
to
get
into
the
Weeds
on
them,
but
just
get
that
visibility
of
these
26
and
then
like
in
your
case
in
that
fire,
where,
where
is
that
along
that
train?
We
don't
have
that
now
right,
we
don't
know,
we
don't
know
what
that
is
a
good.
AF
AA
AE
Us
you
know
I
I
view
what
we
do
really
really
we.
We
were
we're
responsible
to
the
voters
for
performing
this
function,
and
one
of
these
functions
is
the
city
council
approved
in
28
2019
26
projects
are
we
going
to
do
26
of
them,
I
mean
if
we
start
going
up
in
front
of
District.
You
know
Council
meetings.
Well,
you
know
how
about
as
far
as
station
23.
Well,
you
know
don't
know
we
have
to
get
back
to
you
on
that.
AE
Those
are
not
very
satisfying
answers
to
have
to
make
to
the
constituents
and
we
feel
like
we're
the
bridge
between
what
DPW
is
trying
to
get
done.
The
amount
of
money
that's
available
and
the
decisions
you
folks
have
to
make
so
we're
all
kind
of
on
the
same
team
trying
to
get
this
done
in
the
same
way
that
maximizes
650
million
dollars-
and
you
know,
interest
rates-
have
gotten
in
the
way
now
and
inflation
is
ravaged
the
price
of
doing
everything,
and
it's
just
it's
going
to
be
tough.
It's
going
to
be
tough.
Thank.
B
F
Good
afternoon,
thank
you
to
our
community.
Thank
you
to
our
community
oversight
committee
and
our
and
our
and
our
staff.
Investing
in
our
fire
stations
and
community,
centers
and
other
infrastructure
in
our
city
is
very
important.
I
saw
the
fine
print
and
I'm
very
glad
that
we're
also
investing
in
our
public
art,
so
measure
T
monies
went
into
our
public
art.
I
do
have
a
question.
F
I
see
that
we
I
got
to
put
up
my
notes.
Maybe
I
don't
have
to
pull
up
my
notes.
I
see
that
we
invested
millions
of
dollars
into
traffic
safety.
F
AB
AB
No,
the
and
it's
really
actually
pretty
restrictive
what
we're
using
measure
T
funds,
it's
the
worst
condition
roadways
for
now
that
we
all
know
about
our
payment
condition
index
it's
49
and
Below.
That's
the
only
thing
and
then
repair
Bridges,
great.
F
Thank
you
and
then
also
that's,
that's
it
John,
sorry
and
then
I'm
just
going
to
go
back
to
the
the
committee.
I
also
saw
that
we
have
a
vacancy
in
District
three,
so
I
am
making
sure
to
what
is
the
term
buttonhole
somebody
to
to
serve
on
this
committee,
so
I
I
will
I
will
work
with
you
all
to
get
somebody
from
District
3
to
be
on
this
very,
very
important
committee.
Okay,
thank.
AE
You
thank
you,
council,
member
Torres,
and
just
so
you
know
the
the
question
that
you
asked
to
some
extent
can
be
answered
in
our
complete
report.
There
is
a
very
extensive
Matrix,
which
we
start
from
the
bottom
up
and
build
this
by
District
by
project,
so
you
can
see
what
has
been
spent
by
district
and
by
project.
So
if
you
want
to
take
the
time
or
have
any
interest
you
can
it
it's
a
it's
a
big
ask,
but
it's
there,
the
information
is
there.
AE
B
Great
that
appears
to
exhaust
our
questions
once
again.
Nick
and
Gary
just
want
to
thank
you
for
your
leadership
on
the
oversight
committee
really
appreciate
the
reports.
We've
received,
glad
that
we'll
be
getting
even
more
regular
updates
on
project
status.
I
do
think,
that's
very
important
and
appreciate
you
pushing
us
to
fully
staff
this
committee,
so
it
can
continue
to
do
its
important
work.
Well,.
AE
J
B
Great
that
passes
unanimously.
Thank
you
again
for
the
report
have
a
great
afternoon.
We
are
on
to
our
final
agendized
item,
item
3.7
and
I'm,
not
quite
clear
why
this
isn't
on
consent
but
looks
like
we
have
a
council
member
traveling
as
part
of
the
spur
study
trip.
Do
we
have
any
presentation
comments?
Okay,
let's
go
to
public
comment.
A
C
W
Y
Hi
Blair
Beekman
here
as
we're
in
a
new
Administration
new
council
person,
I
hope
the
ideas
of
openness
and
accountability
will
be
much
respected
and
much
thought
of
as
how
to
creatively
think
of
how
to
work
towards
such
Concepts
in
the
coming
years.
Y
I
think
it's
important
Concepts
how
we
need
to
always
think
about
how
to
improve
our
words.
How
we
talk
to
the
public
about
subject
matter.
We
have
a
certain
set
pattern
in
the
way
that
we
talk
about
issues
that
thankfully,
for
the
election
process
can
be
a
time
to
introduce
how
to
better,
communicate
our
ideas
and
and
Concepts,
and
what
that's,
how
you
develop?
A
continuing
ideas
of
openness
and
understanding
for
Community
I
think
it
was
a
really
important
subject
that
facts
can
be
missed
in
the
previous
item.
Y
A
few
nice
words
were
spoken
and
asked
about
that.
Wasn't
answered
very
well
that
a
degree
of
subtlety
needs
to
be
offered
and
how
to
talk
about
the
issues.
You
can't
make
blanket
statements
that
dismiss
facts,
and
we
have
to
learn
how
to
more
subtly
offer
that
possibilities.
Are
there
how
issues
take
place
and
then
on
items
within
things,
so
Good
Luck
in
those
efforts?
It's
really
important
to
me
how
we
talk
about
the
future
of
tech
and
data
collection.
Y
We
can't
just
use
blanket
statements
and
assume
that
the
community
isn't
listening.
You
have
to
make
real
concerted
efforts
to
understand
that
the
community
is
really
knows.
What's
going
on
what
you're
doing
to
the
future
of
tech,
and
you
keep
offering
statements
that
ignore
basic
concepts
of
what
is
actually
happening
and
that's
frightful
and
fearful,
and
that's
not
the
kind
of
future
I,
don't
think
we
should
be
working
towards.
If
you
offer
openness,
you'll
be
receive
openness
in
return
and
Trust.