City of San Jose, CA Smart Cities and Service Improvements Committee, 2 Dec 2021

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From YouTube: DEC 2, 2021 | Smart Cities & Service Improvements Committee

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City of San José, California
Smart Cities & Service Improvements Committee of December 2, 2021

Pre-meeting citizen input on Agenda via eComment at https://sanjose.granicusideas.com/meetings.

This public meeting will be conducted 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=901570&GUID=F1A5034D-BDD1-47B5-9C67-DA85FAC6967D

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C

Everyone welcome to the smart cities and service improvements committee meeting the last one of 2021 hope you're all doing well hope everybody enjoyed the thanksgiving holiday and um looking forward to today's meetings. So why don't we start with a roll call.

B

Rolly here jones, president ricardo cohen mayhem,.

C

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C

Right we just made it excellent okay, I um don't believe we have any changes to the work plan. Are we reviewing the work plan today? Rob.

B

Not here today, that'll be at.

D

C

That's the rules, got it okay, great, thank you and then there were no items on the consent calendar. So as we move to reports rob do you want to give us an overview of what we'll be covering today.

D

Yes, sir, uh so good afternoon, chairperson mayhem, mayor licardo, vice mayor jones committee, members and members of the public rob lloyd, the chief information officer for the city of san jose, leading off we're going to take a moment to celebrate. um If michael can show um a major honor, the city received in november. So for the second year in a row, san jose was placed number one. As the large city in the digital cities award.

D

The award has run for uh over 20 years now and digital cities is the gold standard awards program in local government, because it requires a formidable application process and proof of the work that you've actually accomplished. So you can't innovate or aspire by press release. You actually have to be able to show the work that you've done on the impact that you've had.

D

So it's a truly a city-wide honor recognizing our collective impact across departments and a lot of the successes that we've shown at the smart cities committee chair has gone into that that application, and this is a chance to celebrate all those departments. So, just because I'm a little bit competitive note that we beat los angeles and san diego and san francisco, our friends here in the area or the state, I should say, beat phoenix arizona.

D

And it goes to what infotech research said about the city of san jose as no city delivers more technology and innovation per dollar than the city of san jose.

C

Though we wish, we had more dollars, always.

D

All right so with that today's city staffs, will present on items that focus really on public access to meetings and services. So, first under agenda item d1, we have a report by monthly report on the city's innovation and technology projects. You'll see the statuses, a new dashboard and early what we call independent verification and validation work, which makes sure that projects truly are on track. As they're reported michael foster, our division manager for the portfolio products projects office will present that item.

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Second- and this came up at city council and is of high concern- is the d2. We have a report on the multi-departmental efforts to modernize city public meetings that includes a lot of integration by agendas, access to materials, meeting management, voting, broadcasting, accessibility and so forth. This is a formidable body of work and will be covered by tony tabor city clerk, walter lin, deputy director of public works, sarah sarate, director of admin policy, intergovernmental, the cmo's office city, manager's office.

D

I should say, and dhruv hamadi it products projects manager for for it and then last we have d3 where we'll do a requested update on san jose 311 and related service delivery improvements, service additions and impact, metrics products, project manager and kia ohara sj311 contact center manager will present on behalf of a large team leaders from the service owner departments will be introduced and also help answer. Any questions that you might have, and so with that we'll start with michael and the biannual update for my control, update.

E

Thanks rob good afternoon, chairperson mayor vice mayor members of the committee and members of the public, I am michael foster, division manager, c-3po here to present the innovation and technology project status report.

E

So we'll start again with the now familiar uh city roadmap linking to the technology and innovation work. We do here at the city to this overall roadmap, so we fade into when we last left our heroes in october and then fade into the latest version of the roadmap. So, as usual, I've got follow on slides for what's changed, what's completed, what's new and our project velocity, so we'll start with um the status changes.

E

um The first couple here are some new projects for the esd group. These are pretty major projects. They have actually kicked in now, so they've gone from an on hold status to uh started.

E

Just today we heard that they have successfully been able to hire their contract product project manager, who will be taking on these two projects. So that's fantastic news, so actually those would actually turn to green.

E

The next one is on drive to digital one city workplace, so that has gone from yellow to red, because only partial funding exists.

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I believe yesterday we heard some information about this as well as some more information is going to be coming in january.

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We can go into that later on the asset management that project has gone to on hold, so it's gone into that gray status as we look to hire a resource to manage that the business tax system is now out for rfp, but there are delays to the timeline, so it is currently yellow, but we're looking to accelerate that timeline and then, finally, in lease management, the scope and budget were narrowly defined there, but the scope and requirements will be modified to include all impacted city departments, so that is the current status on those next slide is recently completed projects, so the first three are actually policies that are now published and out, and we are currently training and publicizing the policy across all city, I.t staff and contractors.

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So those three policies are the technology, management and deployments policy, the mobile communication and devices policy and the web governance and digital services policy. So just um making a note that we're pulling those off of the board the overall status slide that you see those have been on there for a while, but that's good news there. uh Next one is facebook, teragraph 2.0 that actually is complete. That downtown network is launched.

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You heard about it uh previously went officially launched to the public october 5th and uh that it was a little bit later than expected and also we're focused on filling any gaps in the map for future improvements. So we're calling that one, a yellow for the moment and then finally, the rent registry 3.0 was presented last month to this committee with a new version with new features.

E

Of course, we'll have ongoing improvements on that and we'll start start the plans very shortly for a version. 4.0 of that.

E

Next is net new projects. This is one square on the on the roadmap, but it is actually four new services and I wanted to break those out for you as the top four priorities. Next for sj311, they are the community wi-fi customer service reporting, the reporting of illegal fireworks, uh connecting tenants to affordable housing and also in the housing area. The eviction prevention.

E

So you'll hear a lot more about this. In section three of today's presentation, I don't want to steal, herman's thunder.

E

And on velocity, you can see that we've decreased our velocity velocity lately, you'll notice that there's a capacity line as well. We like to consider that, given the folks we currently have that about 30 to 35 projects underway at any time is roughly our capacity limit. We've also lost some resources in I.t, so the capacity line has moved you'll notice. That and of course we need to hire an id and, of course, new projects are always rolling in.

E

Next you've seen these slides before where I talked about independent verification and validation review process.

E

So I don't need to read the slides again, but this is that process that rob talked about that where we have the the metaphor of our goal of trying to prevent watermelon reporting where the projects look green from the outside, but are red once you peel all your outer layers off.

E

So we have a grading system for stack, ranking the projects that we're working on looking at the c-3po qualifications. If you remember those more than half a million more than one department greater than a year high profile or highly sensitive to the city, we look at the status on the dashboard, four dashboard, colors, red, yellow, green and then, of course, we get extra points if it's a high profile or sensitive project or the value column is not green if it's not delivering the value so just moving on quickly. Here's some example.

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I won't read these for some example iv and weekly questions, where we kind of dig into the project to understand a little bit better. What's going on under the hood and uh as promised I'll be summarizing these using a stoplight red, yellow green status for the following areas, governance and funding, schedule and resources and delivery of value.

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So here is three projects that have been evaluated during the month of november, using the option, one which is, which is a questionnaire asking those questions.

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I just showed you and digging into the details, so the three projects here, um our firstnet uh deployment, the development services transformation and the drive to digital project, one city, workplace, um no surprises were found here and the projects, although not without problems, were found to be accurately reporting their status, while stealing, with known funding and resource issues, of course, but the value of all three of these projects, as you can see, remains strong, though.

E

And finally, I wanted to say that we've got our itproject status dashboard available to the public, in addition to the internal dashboard that you've seen before, and that remains the single source of truth for it, projects citywide the public now has access to available in two forms as a pdf and as raw data that can be downloaded from the san jose open data portal.

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The reason we went with the pdf format is that it's one universal and two accessible, don't worry. Cyber security risks have been removed prior to publishing to the public, but the public can now see the detailed status, including scope, budget schedule and value delivered without having to attend this meeting every other month.

E

um I also have a short video presentation for this. So let's pray this all works.

E

Switching over to the video.

E

And share, and somebody let me know when you can see this video.

C

It's visible on the screen mike thank.

E

You all right, so I will hit play here and recorded a silent video here. So this is that um c-3po city-wide dashboard project status you've seen this before this is an internal sharepoint site. So obviously it's got a lot of info here. uh All the projects here, showing their scope, budget schedule and value.

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Now you can actually go to the external city website.

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You can take a look at pages like the smart city vision page on that page now, scroll down is a link for you to download that pdf of the dashboard- and this is that same information but available in this fully accessible, printable and readable version.

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So the details are all there and it's linked to from multiple locations actually on the city's internet site as well, and then next we have also published this data on the.

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Open data portal.

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So on the next tab here you can actually download this information and get it in a raw data format.

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D

And michael just to interject, you don't have to download it's also visible on the portal. So that's true.

E

True, thank you rob. um That is my report. Thank you.

C

Great, thank you michael really appreciate it. Congratulations again, everyone on the second year in a row being uh first place in the digital cities awards uh program. That's excellent and I know we'll talk more about it, but why don't we head over to public comment? I see at least one hand up and once we've got our timer up. We will start with mr beekman.

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Hi, thank you, blair, beekman, here I'll, try to say a lot in the two minutes here. um Thank you for this item. uh Thank you that um you know. um I think that we're considering a lot of uh you know there's a lot of new wi-fi technology being placed in downtown uh at this time. It's going to also be using uh for the purposes of helping the uh the the scooter issues, mobile transit issues, uh an array of data collection and and surveillance issues that uh I hope it's okay.

G

I can talk about surveillance things here at this time um there is. uh We have to learn how to practice our surveillance technology, how to be open about that. For all the east side, issues of digital equity, 4 and 5g that's being placed smart street lights. All of that has got a ton of additional surveillance technology and data collection that can be added to it.

G

So I this is why I always am stressing the importance that we have open public policies and learn to really share and ask our community if this is what they want to be doing, and you know it's with that, but you know for all the you know. Worry and and honest concern about uh current law enforcement issues. You know and uh looting and all those things up more like car break-ins.

G

That's the real issues to be worrying about you know I we don't have to be fully relying on aopr stuff at this time and I think we're starting to get that and understand that we already have a ton of aopr stuff. It's an array of ways of working that you can address here that it's important that we consider those things at this time.

G

I think we're starting to get that good luck and how to work towards that still- and um you know with my remaining time yeah, it's just important lessons that we really have to take to heart and we we don't have to go overboard on law enforcement, we it's our brains, it's our it's our human heart that we talk to each other and work on issues and good practices.

C

Thank you, mr soto.

A

uh Yeah paul from horseshoe um thank you for uh thank you for affirming the esoteric language that is used with respect to technology.

A

The regular average citizen is not going to be able to walk in here and know exactly what that man just said in terms of how the city is is, is because there's two worlds: there's the world that I live in and then there's the world that goes on in inside that building and those are two very, very different realities.

A

They don't even come close to being bridged and the technology. Whenever man gets a technology, he always uses it in a way that dominates or destroys the human being. Okay that started with tesla when tesla. When we got the technology for electricity with the ac dc, it was used to electrocute a man. That's when we got the electric chair once we put the planes in the sky. What did we do? We bombed uh uh germany during world war? One I mean this.

A

Is there there's a precedent for it, and so I'm saying that to say that you must have, and I'm not talking about you guys, sitting in a room with aclu somewhere. No I'm talking about right here in public, where everybody can see it, where everybody can hear the ethical questions that are raised with respect to the technologies that you that you're deploying on the citizenry I mean come on. This is basic man and it's not opinion. These are facts.

A

It is a fact that you must have a very, very strong ethical application of these types of technologies because things these things done in secret and but not necessarily secret, but we just don't talk about them. You know that is. That is a responsibility that you're, assuming that we never afford it to you. We never granted you that responsibility to do something like that. So there must be the ethical stance.

C

Thank you and finally, we have jill borders.

H

Hi, thank you. I want to thank blair, beekman and paul soto. I wasn't going to speak, but I thought oh they've inspired me again. So thank you. You guys, um I actually am speaking from a place a little bit of ignorance here. So I apologize if this isn't the right place, but I was wondering if this um committee has within its power to just just for your knowledge. Just something to consider is on these notices of development that go around the cities when you post them up on these boards, a legal require a legal requirement.

H

It'd be really nice in this day and age of technology. If you could consider someday putting like a qr code at the bottom or something that I can just hold my phone up, I can you know, click on it and it will take me to the actual project number and any corresponding documents, because what's happening now, is I'm taking a picture with my phone, I'm going home, I'm making a phone call to the project person, sending an email trying to do a search on your website for documents turns out. In this last situation.

H

I was not able to get the information I needed in time to attend a meeting, it's a little disappointing. um In addition, I was not able to find any documents turns out when I finally a month and a half later or whatever it's been a month later, get the information. They've changed the project number. In short, I'm just trying to say that in this day and age of technology, here we are with putting a a board up with a photo on it and a phone number right. It's kind of like sending a snail mail message.

H

If you will, through the through the mail, if you could put a qr code up there, um along with the phone number people that need to call call people that can just look it up themselves quickly without all of that, we're going to reduce time and effort on even these people that have to you know, answer me back, etc. So it's just an idea- and I don't know if this is the right place to put it, but it said innovative technology and reports, and I thought I'm gonna throw it out there.

H

um Thank you very much.

C

Thanks jill thanks to everyone who commented and well, we don't normally respond uh jill. I will make a note of that and share your suggestion with our planning and building department. Thank you for being here thanks to everybody um and the public who participated. Okay, let's come back to the committee and see if we have any hands up, not seeing any yet okay I'll go ahead and start um so again, just want to congratulate you all on on the first place award, and I was curious if you could tell us just briefly.

C

If there's maybe one thing we are doing especially well that we should double down on or at least be sure to keep doing, and if there's anything, we've learned that other cities are doing that we might find inspiring or something we ought to consider.

I

You're, a meal rob.

C

Oh rob, yes, sorry, you're right we're not all right, they're, never quite right!.

D

So yeah, let me um give a kind of an outline and then jerry should weigh in as well, because he let our application process um so two areas where we got called out technically three, but two in particular one is the three one: one and the customer experience and driving our services to continuously improve and to actually meet residents where their needs are, for example, the smart data usage that we had where we need to expand beyond just um quality of life issues, but also basic life needs. So connectivity, housing assistance and eviction assistance.

D

Those types of things so how we interpret those and release new services was especially noteworthy. Number two is our engagement through data um to talk with the community about the problems that we have um and how we can try to get at fixing them with something else. That was noted. A third one was where we are with cyber security. Just generally speaking in public sector, they gave us quite a bit of credit for uh but jerry anything without on that.

I

Yeah, I um I would say, there's a whole category on alignment between technology and direction and policy and the fact that we have a smart cities committee that we discuss uh out in front of daylight.

I

Not every organization has that in fact, most don't and, and then on top of that the city roadmap work that was done and connecting that city roadmap with the it strategic plan, and then the gis strategic plan and really showing kind of the vision of where we're going connected to the execution strategy is where I think we we shine above most. um What else did it write down um yeah? I think that that's a big part of it rob mentioned uh many of the other pieces that we have going from an execution uh perspective.

C

Great, I appreciate those insights. Was there anything in particular, other cities are doing that. We should be aware of anything interesting.

D

Yeah, there's probably two, I would say in terms of the investments that are being made across the country and some we have some progress, but there's still facets. We can learn. One was how communities are acting with the equity cause in broadband and reach of services to would have historically been neglected parts of our communities.

D

So there's a huge emphasis on that across and the other second one where there's continuous investments is in cyber security.

D

And now people are starting to see the importance of privacy and, as you know, we've we've had a couple years of work on privacy, so we've actually worked with the center digital government who um awards this award and we're co-chairing their digital privacy work nationally, because we have a bit of a head start uh us in seattle and another a couple communities so, but they are pushing on that, because digital privacy is going to become more and more relevant, as we heard from our community and from council in previous meetings as we use these technologies there's some caution that we have to use in deploying them responsibly.

D

So nationally more people are investing in and paying attention to that as well.

C

Great thanks for all that context, I want to just quickly touch on two other things and then I'll um hand it off to the mayor on um the first. I did not quite follow from the presentation why the dashboard that you showed in the video is not publicly accessible as a dashboard.

E

Oh um yeah, that's more of a technical issue, councilman uh the sharepoint, it being being an internal uh capability.

E

I talk with the sharepoint experts, there's a lot of nerdy detail here, but really it's not possible to put a sharepoint site externally. So I work with uh matt obsel, who actually is also on this um meeting right now and matt matt's, an expert in um uh you know: internet technologies and accessibility, and he said the most universally readable and also universally accessible um thing that you can put on the internet is a pdf, so he recommended. I turn it into a pdf.

C

Got it okay, actually.

D

If I can chair, um we do have through the data portal that it is visual and you can sort through and see that deeper information. There is a partition that we also are trying to keep is on the internal uh variety. We actually have some technical details, product names that we don't want published publicly in terms of cyber security.

D

um You would actually have a road map how to potentially violate some some of the city's systems with that detail. So we are with our open data, community architecture, architecture, architecture, standards. We try to segregate the two and keep sensitive details out of the public domain and that's allowed under law as well. So we are trying to practice that, um but it is visual, it is downloadable is updated every month um and the accessibility that michael's talking about is for people with um other needs, visibility and access needs.

D

Pdfs are more friendly to them, though we still have to do the work about alt text and giving context to images. um So so that's our strategy now we'll continue to improve it. As our commitment.

C

Okay, all right, I appreciate that um and then finally, on the ivy and v, the independent um verification, validation, the column on value. It looked to me from that slide like those that was data that was generated via a questionnaire. Do we also have objective measures of value that that we're referencing when we go through that process, and I think I'm looking at slide down on slide 15?

C

This says, via questionnaire, using option one.

B

And I mean yeah michael: do you wanna.

E

I'll show that again, so you guys can see the slide.

B

E

Me know when it's up.

B

It's on um yeah there you go.

C

So this is via a an internal questionnaire, which is great. I guess what I'm wondering is, as we iterate on this independent verification and validation process.

C

Might we also bring bring alongside the more qualitative or subjective feedback, objective measures of value that we may be defined at the beginning of a project.

D

Yeah, so I can weigh in um and then michael I'd say, take over is the way these are is we we are supposed to take a look at the business definition, business value definition in the charter that we've agreed to with the um the sponsors and they're supposed to review that with michael and say, is it still hitting this mark, or is it starting to miss that um and then based on your feedback in previous meetings term, chairperson mayhem?

D

Is we also in the future, will try to look at how we can factor in customer feedback into whether or not that value profit is delivered or not, because it is currently from the sponsor's point of view in that questionnaire and we are dependent on them saying from their team's perspective, it's hitting the mark or not and michael has to validate that with those sponsors.

C

Okay, I guess I just look at something like development services transformation for the purposes of this committee, not being able to do a deep dive on everything. When I look at that row and then see, delivery of value is green. That sounds great, but I don't. I don't know what that value is, and while I'm glad to know that the staff person on the other side filling out the questionnaire thought it was green.

C

I don't really understand the value that we created for our community, so I just I'd love to better surface those measures of value that um they're easy for us to wrap our heads around and kind of understand. Okay, we completed a body of work. Here's what we thought the value would be and sure enough as as measured it was. I think we want to blend quantitative and qualitative, but I just it's just very it's just buried.

C

You know from the perspective of the committee, at least I'm always speaking on on my fear that this is it's a little whatever. That value was is not real clear in this presentation.

E

Thank you chair. um I think this really mostly relates to my slide design, I'm not the world's greatest slide designer in the world. I I totally understand what you're saying I think I need to add a little bit more information and a little more depth to my slide and we'll improve this process. Yeah.

C

All right, so what it's worth, I thought the slide looked good. I just wanted to better understand what the value was that we are green lighting here, but okay, I've gone on for a while. Let me uh pass it over to the mayor.

J

Thank you. I I just wanted to add my voice um to the chorus and criticizing the slide design. I think maybe more moive or some other tones would be more helpful to ensure that we can get that digital services cities award next year um by the way I I do want to congratulate everybody on the team.

J

I know that's been um a point of pride for us, but obviously um it doesn't really speak to the the value that you're adding every day uh to help our residents in ways that our residents won't notice, but um because, obviously this is all happening at the back end, but we really appreciate the hard work uh all throughout the this team and then throughout the city organization. So thanks thanks for making us proud on the digital cities award.

J

um The most important question, of course, being is where, where did la rank in the top ten number? Two number? Two! Oh that's perfect! That's just what I'm thinking.

J

All right, um hey, could I go back to the um the work that uh was um well first, I guess the the facebook paragraph project that was one of the ones that was listed and I tried to understand it was sort of green and then it went yellow, but it's up and running um and I'm guessing we're getting feedback that there's some dead spots is that is that the issue why it's yellow or.

D

Yeah, as the sponsor I can give you, the information on that mayor is, is um the overall design that we uh pin down for conclusion of the project. There's a couple legs of it where the coverage isn't um hitting the mark that we define so while, overall, it's actually performing very well. There are pieces of that design and that map um and jerry and I actually went and walked it.

D

uh Where he's like all right, it is indeed missing this portion, so the project has concluded it will take um some additional work and some investment to close in those gaps because of some interference in those areas right. But we want to be upfront and honest that it didn't have perfect um performance according to what our map was uh hopeful of yeah, but even though we call it done, um it has some things that we'll need to work on longer term.

J

And is that solely an issue of geometry? Is there just straight line.

D

um Actually, in two of those areas, we have some odd interference that we're going to have to figure out the signal just dies in two lakes, um even though the antennas are there and in one place the reach is a bit longer than we would like, and then the second piece of that there is also economic development, as we feel this out might have some additional investments where they want to make for public events that are hosted in downtown san jose.

D

um So that'll then be married with a long-term plan and product roadmap of what other areas might need to be built up. So we can support that safe, vibrant um enterprise, priority.

J

And so that would still be uh accessible with the wiki weekly fast uh label or when we're searching for what are we looking for yeah.

D

Wickedly fast is officially dead, it's wickedly dead, all right, so it's a access uh of san jose downtown and then you have um you have east side as well, and so that's the kind of product um name that we have across the city. It also has the benefit of starting with a so we appear at the top of the list. That's.

J

Good yeah, all right I'll, keep that in mind. uh Thank you for that help. um Hey on that last issue. Just talking about uh the development services, um I can just understand better the transformation work which I think we all agree is super important.

J

um The understaffing is that on the I.t side or on the on the development services side.

D

So mayor, I think jerry and I can help on this one, uh so jerry get ready to m.u, but speaking for the team, um there are actually some staffing plan items that we have as part of the retreat that we had a couple weeks ago.

D

We have three scenarios: one is: we've pulled people off of the line to plug into the project, to help reinvent the service and there's continuing work and the departments have said we need them to get back to their day jobs, and so we have some gaps that will need to be addressed.

D

Number two is there are some services where we implement them? It will be good for the public, but it'll actually take more staffing to support that service and that's also been highlighted and then number three there's a rebalancing as you shift from project mode into operationalization. On more of this, we should look at those positions and see what are the positions we need and where, as opposed to taking the project staff and say we need them forever.

D

It's it's um operations, don't look like the project, and so that transition is something we're gonna have to go through with the departments as well, but we do know we have some gaps where people are continuing to be on the project and do their day, jobs and that's wearing thin in some spots and the departments and partners have brought that up.

J

Okay, okay! Well, I'm sorry jerry go ahead!.

I

Yeah, I can add a little bit um I'll just add rob's favorite word, which I'm not sure. If it's really a word operationalization. I think it's an area where we do these innovations um and we do the project basis. But um at what point are have we reached the stabilization that we actually have to support in the long term and and you've you've elevated the plateau through your innovation?

I

But um the funding is needed to keep it at that level too, and so I think that's what we're seeing in that area on some of the technology that we put in place is just just um uh keeping that stabilized uh for the long haul, yeah.

B

I

D

And if I can give one credit is: we've turned a couple: um real expert business people um and uh in those departments and two really good I.t people and that's probably a sin in some worlds.

D

J

Great the the drive to digital uh the indication is that there's some funding challenges, but has that been solved by tuesday's vote or are those still lingering jerry.

I

I believe um so I think the one city workplace um which is referenced in in that as as not having complete funding, I believe it still has partial funding, and so I think we have to go back to the budget office and have a conversation.

I

um I don't think it necessarily stalls us out from the rfp process, although I think we have to talk that through um and uh I think we just got to reconnect with the budget office and figure out what that means, but fully it is only partially funded. um As of today's vote,.

D

Okay, we'll have to do some scope, changes and circle through the sponsors to see what that is, and then we could potentially turn that to yellow.

J

Okay, great and uh my apologies for being off camera, I'm just catching a light launch here, so I'll continue listening, I'm off camera here. Thank you very much.

C

Thanks mayor vice mayor.

K

Thank you chair, and I want to also add on the congratulations for being number one for both 2012 and 2021..

K

I want to remind the chair, like I reminded them last year, when we won that under my leadership as chair. That's when we came up the current chair gets to take the victory lap, but we put in all the hard work to get us on the right trajectory.

J

It's the never-ending mark, jackson, steve kerr debate, that's good! That's.

K

A good analogy, um I want to just ask some broader questions. I know that um you spoke to capacity, and I know that some of the projects that have moved from green, to yellow or on hold, where the result of capacity issues or resource issues or personnel, and so my broad question is: does it make sense to even start or undertake any new projects until we utilize all our resources to bring all these existing projects home.

D

Well, I can help with that. One vice chair, um probably chief of may show us refer to city. We actually recommend in some places that departments don't uh so when we look at that total capacity, we say you're, just overstretched already. The number one and number two things we hear in all projects in the city is just the staffing availability and how we do try to get some projects done with less than projected funding magically.

D

We find ways to be successful despite those things, but on your on your question, we actually do ask departments not to initiate certain projects. Just because we tell them you don't have the capacity or the ability to do it right now, so either we re-prioritize and cancel something else, or we put it in queue for the future and then you'll prioritize from the things you have in your queue to do that.

D

But on your question, we actually do that right now and work, those with the departments, and sometimes they say, I'm gonna have to figure out a way to get both things done, or all things done, because they're all high priorities. We caution them on that, because when you thin out a project you usually are fail, you fail it more, not not uh not less, and so that is part of what the portfolio products projects office is supposed to coach and help with.

K

Thank you, then. um My second question was actually on the project status dashboard. um I was looking at it and you know it makes sense to me, but I'm involved with these meetings and talking to to staff. So I have a a deeper understanding, but I was putting myself in the shoes of just the average resident who's.

K

Looking at that dashboard- and I wouldn't I wouldn't even know what it meant and what it was telling me so, is it targeted to a specific demographic or segment, or is it supposed to be targeted to the broader population? Because I can tell you that the broader population is not going to even understand what it means.

D

Yeah well, michael, you might want to weigh in on this one, but we actually had this conversation and we said all right. The average person will understand 20 of this, so we went through at least two iterations where michael was um reversioning the language to be um understandable by the normal person, not that we're abnormal.

D

um But uh I knew I knew what you meant.

D

We're gonna apparently uh do more work on that one because um we thought we got closer, but we have more obviously more work and I'll take a note of that. But, michael anything, you want to add.

E

I just want to say thank you vice mayor yeah, I mean we we've gone through and we've gotten rid of all the magic acronyms. You know that nobody understands we've gone through and and made the language uh of the of the titles of the projects as clear as possible. But still you know if you don't know what a firewall is saying firewall doesn't help a lot. So these are a lot of these. Are you know I.t infrastructure projects and they're? Just going to be, you know, kind of nerdy to answer your question.

K

Yeah, I would suggest just do the the man or woman on the street test. You know when you're out, you know at starbucks having coffee or whatever just grab. Someone and just say take a look at this and tell me what you get out of it or what you understand. You know you can give them a little context, but you know basically, if it's someone who's been directed to go to the website, to look at this information and just get a feel for what they were able to pick up or understand.

K

I think that would be very helpful, but anyway, that's that's my input. Thank you.

E

C

Great. Thank you vice mayor and council member fully.

L

That's a great segue to me vice mayor, I am the woman on the street, I'm the woman who understands 25 or less of what you all are saying. So I'm sitting here thinking, huh okay, great, and I appreciate that you're all working hard to communicate with the average uh lame tech person which is who who I am so any anytime. You need a normal person input on any of this. Please reach out, because I'm happy to share my ignorance and uh and help define it so that people like me can understand it.

L

I think that's why I'm on this committee to get kind of keep it focused on the average joe or jill on the street. um I do have one and- and I I do want to congratulate the team for winning second year in a row- I'm not as competitive as the mayor that we have to beat la, but I do love to beat la and wish the giants had beat la but hey.

L

What are you gonna do um there's another year for that, uh and I don't mean to be flipping this committee meeting, but it it's a a lot of what you do is really important and behind the scenes, but technical and in particular the cyber security, is critical of critical concern to me and the privacy issues that you've already articulated. So if those are the reasons that we're winning an award because we're watching those and protecting those in the highest level, we can then then kudos to you and congratulations to your team.

L

I did have one question: it's regarding the project list, the ones that went from green to gray or green, to yellow rob. You had mentioned something that you've discussed with departments because of a capacity issue, reducing critical prod or asking having critical projects that have been put on hold. Can you give me an example of any project that might be critical that we should be moving forward that has been put on hold because of a capacity issue.

B

Yeah we um I'm.

D

Not on you, yes, all right, so, for example, one in uh development services transformation. We have some upgrades and maintenance um that were scheduled that we had to put off, and we said we can only put it off um for about five months and then it starts causing some other um trickling issues with related to maintenance and security.

D

So that's the most recent one, but at any given two-month lag, there's probably four or five projects where we say you're gonna have to make some decisions about what your highest priorities are, because you're not gonna, be able to do um all of these, and there are others in development services transformation for example. But we said what's the best timing, and sometimes it's do we pause this work on that? Can you then recover back into the project? You pause? Well, sometimes the answer is yes.

D

Sometimes the answer is no, but that's really where the c-3po has to go through with the department and the sponsors and the technicals and functional leads and say: what's our best option.

L

So you're looking at uh productivity and results and and and effort what what is going to require the greatest amount of effort for the least amount of return or the least amount of effort for the greatest amount of return.

D

And occasionally, some feedback on uh some tuesdays.

L

B

Hear you thank you.

L

Okay, that that's it for me chair, thank you.

C

Thank you, and, and uh would you or any of our colleagues like to move acceptance of the report.

L

I'll move on to the report.

C

All right, we'll uh give you the motion. Council, member and the mayor gets the second all right. Let's vote.

J

A council member, can I just butt in for one last comment. I'm sorry, I just found this dashboard thing and look. I'm I'm happy to join councilmember foley's club, um but can I just suggest I'm not sure the whole world needs the dashboard for everything and you guys are doing a lot of dashboarding and it's really important. But, as I look at you know the list of projects, I don't think the public really cares that much about what our progress is on this project. They care a lot about how those things are working right.

J

So you know, for example, seeing that e-size access is moving along okay great, but I think the more meaningful dashboard is how many people are we connecting and how good is the signal and how reliable you know, those kinds of things, and so I honestly wouldn't waste a lot of time on that dashboard. I'm not sure it's worth the effort to try to make it understandable to everybody what our projects are.

J

They just want stuff to work, and so I I I just think you know there's a lot of dashboards that we're all working on, especially you guys I'd say: focus your energy on other stuff.

J

C

Right good, good good point, and I I think you articulated better than I did earlier what I meant by objective measures of value: how are we kind of quantifying and demonstrating the value we're delivering to the community? So yeah? It's a that's a great point. Okay, uh with that, why don't we vote.

B

Willie hi jones, aye ricardo, hi mayhem.

C

B

C

Great, thank you. Okay. We have two more very important items to get to. We are now on to item two digital public participation status report and I believe I'm handing it off to tony hi tony.

B

D

I know that feeling.

M

I hardly have to speak in meetings um except to call speakers good afternoon, we're here to present report on the status of our digital public participation. Presenting today are myself tony tabor city clerk, walter lynn, deputy director of public works and dhruv hemity products and projects manager with it.

M

Sarah zarate director of administration policy and intergovernment relations also provided direction and support for this project.

M

On june 8, the city council approved the memorandum from council member mayhem to return to smart cities with a report on requested service improvements, the assessment of streaming services and staff's recommended approach to improving these services through future requests for for proposal and or amendments to existing contracts, because public participation in council and council committee meetings are handled across multiple departments.

M

The representatives from each of those departments met several times over the last few months to discuss how we improve access to public meetings and agendas. The unprecedented lockdown we experienced in 2020 showed the public public employees and elected officials have a strong desire to participate in government remotely in order to provide the best service. We need to examine our current systems.

M

In 2005, we began a contract with the company to provide an internet video broadcast of the council meetings. This software enables us to provide bookmarks during the agenda, so members of the public can skip throughout the video to just the items they're interested in over the years. This contract expanded to include agenda management, software boards and commissions application, software and e-comments over time. The needs of the staff, the public and the council members have changed.

M

The current software has some drawbacks, such as a very steep learning curve for staffing users, inability to handle large volumes of e-comments and lacking some features that the needs assessment shows showed are desirable by users.

M

F

Great, thank you so much tony and good afternoon committee, chair mahan mayor vice mayor members of the committee and the public. I am walter lin deputy director for public works. uh In regards to the system itself.

F

There are multiple interlocking pieces that work with each other, uh they're required to be in that uniform and unified format in order to create that best and fuller experience for all users as the agenda and the meeting management system are integrated into the broadcast and hosting services uh for the uh for the system to provide that content to the end user.

F

uh There are also multiple key stakeholders that utilize uh different that utilize and have differing needs for the system, including the public mayor and the council, the city manager's office, city clerk, it public works, which adds more of that complexity in trying to develop that total integrated solution.

F

So it's not an easy process, but we are looking to identify what the existing capacity and services are. What the needs also are and then trying to fill those gaps over a enhanced solution with that I'd like to transition this to drew committee.

N

Hello committee chair members of the committee mayor, my name is: drew hamadi product projects manager from the it department so based on action by city council.

N

At its june, 8th 2021 meeting a city staff, solicited feedback on functionality and assess the value of components related to public meetings that include web streaming and video hosting for access a project team consisting of the city clerk's office, the public works department, the city, manager's office of communications and agenda services group, as well as the information technology department, assembled setting a project charter for overall public meeting technologies and needs.

N

So the project performed the following work number one. We conducted a needs assessment with input from the mayor's office council offices, key city staff, as well as organizations representing the public in order to gather a robust set of requirements across agenda management, meeting management and broadcasting from all relevant stakeholders in public meeting technologies.

N

Number two we identified, which needs uh in the assessment or requirements versus just those that are desirable, including reviewing the city's existing solution for potential coverage of those requirements.

N

Number three: we released a request for information to assess the current state of the marketplace, as well as its likely ability to meet these requirements and, finally, number four. We assembled a recommendation for the smart cities and service improvements committee on the requirements, options and direction.

N

So the project team also focused on both the city's public meeting needs, as well as the ability for all members of the public to participate in meetings as an equity requirement.

N

Our staff is clear that a well-designed, hybrid meeting solution allows san jose's access and functional needs community to more easily attend and participate in these meetings that shape their lives.

N

This includes supporting residents who cannot afford transportation of city hall parents who cannot easily find child care or elder care, as well as residents who have held their exciting needs that virtual attendance resolves technologies also provide access to those with language needs, including interpreted access versus simple direct translation.

N

In addition, in our needs assessment, the city requested and received responses from representatives of two organizations serving members of the afn community, the san jose peace and justice center, as well as the silicon valley, independent living center. The san jose peace and justice center seeks to empower members of the community left behind due to racism. Sexism homophobia, as well as other forms of discrimination, as well as those left behind economically the san silicon valley.

N

Independent living center is a non-profit non-residential organization that provides support tools and resources to live independently in santa clara county I'll turn it back to tony.

M

We received 18 total responses, um eight of the ten council members, including the mayor's office, five out of seven executive committee, members, two day-to-day staff, two public organization representatives, as troops um outlined, and we aggregated the scores. In order to prioritize the features we would need to add versus. We would like to add in the following charts: we've marked as critical needs anything that scored above an eight.

M

The highlighted items would be enhancements to our current package, so our current provider could could do those items, for we just need to turn them on, and the respondents also provided additional service requests, such as real-time notification of agenda items. Currently, if you subscribe to agenda updates, you get them aggregated once a day. um So you don't know an agenda has been been added to until two in the morning.

M

So the next day, you would get it so that real time notification was noted by several people, and then walter will will cover the broadcasting needs um table.

F

Thanks tony um so in regards to the needs for the broadcasting program, these listed items are really more aligned to the end user interface and ensuring that better experience from participating in the public meetings or even viewing the archived meetings um afterwards. So just kind of going through the list in general. Looking at access and the ability to see the closed, caption really seeing that higher quality viewing experience and the higher resolution.

K

F

Outlined in the two highlighted items there and then from an archiving perspective, really being able to find the archived agenda items and easily finding that video archive or the documentation uh for that particular item.

F

um It's also from the accessibility needs looking at other languages, besides english and providing that service to the public and the remote users and then really looking and finding again an easier asset access point uh for either archive items, documentations videos and really providing that as a much easier user interface for those that are again looking at live meetings or for archived.

D

F

F

With that, I will hand it off again back to drew.

N

Thanks walter, so based on the analysis conducted in the needs assessment uh staff first engaged its vendor to determine the feasibility and costs of providing the 11 features as service improvements to the city's existing platform and agreement, uh six of which were uh so eleven of the server improvements uh out of those eleven six were rated as critical or requirements, as opposed to desirable so based on our discussions with our city vendor, the 11 features were broken into three specific categories: number one can be added at no cost number two can be added at an additional cost or number three not available and not planned.

N

um So among the features that can be added at no cost is the ability to view agenda documents in a new browser tab, as opposed to direct downloads, uh allowing uh more easy sharing uh you know of those those agenda documents.

N

Viewing video in full high definition can be added at an additional cost and uh notifying speakers on their line. Placing the line for public comment among others is an example of a feature that is not currently available so now, we'll turn it back to walter.

F

Thank you drew um yes, uh so, with the needs identified within the assessment, a um a request for information was released, outlining the program services and those needs.

F

um Four vendor responses were received with sue, indicating that they're able to provide a bit more than 90 of the identified needs with the current services that they have available at this time and as technologies and services continue to evolve, we're hoping to closely achieve all of our needs.

F

The vendors also provided estimated costs for these services. They're not firm offers again. This wasn't rfp as yet it's just an rfi, and that may include just the base level services for the software and the hosting services.

F

The average range, as you can see, of the annual cost proposed is between 70 000 to 100 000, with one-time implementation, cost of twenty thousand seventy thousand, and about a two to six month. Implementation timeline.

F

um I wanna um just advise that those costs and timelines are not inclusive. Of the other separate av systems upgrade project that we are currently administering in parallel.

F

This is solely just for the agenda management and the media management and the integration with the broadcast services back to drew.

N

Thanks walter, so our research and analyses identified important features required to achieve the city's aspirations of accessible, as well as well-run, hybrid public meetings, with many lessons from the 2020-2021 pandemic experiences so based on the age of the current contract for the city's agenda meetings and broadcast solution.

N

Combined with new industry options, staff recommends exploring leveraging an available and equivalent agencies procurement vehicle or releasing a new request for proposal by march of next year. 2022.

N

uh to be successful, the procurement must include software that addresses the required and desired features: integration with hardware and systems in city facilities, a project's approach and timeline for implementation and support services and costs.

N

Additionally, staff should move forward to implement all four features that the city's current platform vendor can provide at no cost, as well as seek to negotiate the two available at cost features at advantageous pricing. uh We believe these actions would provide time for procurement while improving the experience of public meeting participants.

N

And with that we'll take any feedback and questions.

C

Great thank you tony walter andrew. That was um good to see. You really appreciate the um very rigorous needs assessment, very clear in the particular focus on accessibility, which will make the offer and make the service better for everyone in the community.

C

Let's head over to public comment before we discuss further, I see a couple of hands up. I believe we have tessa. First.

O

Yeah hi, um let's see, do you hear me, I don't see my there's my time. Yeah. Thank you yeah! um Well, you know, what's frustrating is that I've been commenting on the digi. You know the digital democracy issues and their lack there for their, uh and you know nobody notates those- and you know I think you know that's where public comment is feels like it's just going into an empty basket. I mean at least you could take notes and and make com you know make.

O

um You know some way, articulate what we're commenting on that we're spending time to be on the program to be raise our hand to write, make a comment, and yet nothing gets. You know recorded. So my comments are so that I'd like that to be fixed. You know that there should be some documentation of our comments and some response would be the best, and so one of the issues you know to think think about in terms of the digital democracy.

O

Is that it's not working with the hybrid, the hybrid doesn't work, and you know we don't know who's talking and we can't even go to the uh transcript to see who's talking and on top of it, I've said it many times. I want the name. You know your name as well, as you know who you are you know, so I have to go. Look it up. You know everybody's name and where they are in the city of san jose. That needs to be put on the screen and other people have done it.

O

You know where you can see where they're associated with that should be, for all participants should have a name, and you know who they're associated with and so um that that's issues of of in terms of the hybrid, not working um the language doesn't work. When you have spanish-speaking people, I have no idea how to listen to what they say. You say, oh, do you gotta get on.

O

You, don't explain to us how we're supposed to hear the the spanish person speaking, and so I don't know how to do it and I haven't been able to figure it out myself. So that's another comment and um you know basically you know like I said the hybrid doesn't work because you can't tell who's talking and I I think that we need to stay um virtual. I think the virtual is where it really works really well, and you know, there's other issues in terms of our climate.

C

Thank you, paul soto,.

A

uh Yes uh from the horseshoe, um thank you, for uh it shows that you you've, listened it's it's taken a long time to get to this place. We are nowhere near where we actually need to be, but when we invest in these systems, what we are actually doing is we are upholding the principles of a democracy that is what's at the stage this you're not doing me a favor. You are absolutely not doing a favor you're, not making things more comfortable. For me, I'm not your business partner, I'm not your customer.

A

I'm a citizen within the context of this city, where my mother and literally thousands and thousands of mexican children were beaten, humiliated shamed in the class go to the front. What did you just say? I spoke spanish right across the mouth and the fact that this city thinks it's doing the spanish speaking community a favor by uh by really nearly just like, like it's like. It's really not a priority or important.

A

In fact, all of that money that's coming in that should be a priority, because this is the population that has suffered the most in this city. We need to get to a point where we can actually talk about these things. We could talk about them, ultimately without hearing ricardo's chuckle in the background that dude's, a sadist, the mayor of san jose, sam ricardo, is a sadist. That's the same kind of thing that prison guards do.

A

She circumvented the process by which you had given an order. You're the chairman and he side busted and said nah you got to make it clear. You ain't got to put up a dashboard, that's exactly what he said. Okay and I want it on the record. You gave an order and he just came in and said: well man. You know what you ain't got to make it simpler for people to move. I want those people to to to come back on and decide whether or not they're going to listen to you or they're gonna.

A

Listen to him, because.

C

Okay, we're on to blair, hi.

G

This is blair beekman. uh There is some real serious background noise and conversation going on. Can I ask the chair to please ask everyone to mute at this time?

G

uh It's really hurtful and it's not very respectful, and we should make attempts when we hear that noise to ask to mute.

G

So thank you for this item as part of our public accessibility ideas, um yeah thanks a lot. um I'm always I whenever there's trouble with the video feeds and it blips. Sometimes I write to uh the civic center tv person and uh craig and we do a really nice job in working it out, and it's usually a really nice process of working out these issues. If you write a letter and just state what your, what you feel the problems are and he's really nice to always respond. So thank you for that.

G

First off uh and quick too, he takes care of it. You know in a matter of days uh a day, and so um what tessa is saying seems really important. It seems issues that tony herself has been working on for years. You know we've all been trying to ask: how can be a more engaging process for the community? Is it possible to consider how to bring chat around to the zoom meeting process, for people to be involved with and maybe have a chat, monitor to say well, you're, getting a little out of hand?

G

If you continue this line of you know, language you'll have you'll be asked to leave, and you know that kind of stuff. I think that can help a lot and uh yeah how to make zoom more accessible to people uh is important and, as always, you know I'm trying to make it a big point these days, how we can make the public agendas themselves more publicly, understandable and accessible.

G

uh You know by saying, during the city attorney's the closed session report in the city, manager's speech that you know, a public comment can be offered if, if wanted at this time,.

C

Thank you, ecf secretary.

C

You may need to unmute yourself.

P

Hi this is molly, I'm speaking as a resident of san jose who's been involved. In these conversations, uh logging in on a different uh of computer want to first express appreciation for the opportunity to provide input, um particularly hermann, who introduced me to drove and then ensured that michelle from peace and justice center and christine from silicon valley, independent living center's input was included at the as the survey was being put together.

P

um So I appreciate that the earlier you can get um input from people with disabilities the better for the design process. It means not having to rework as much stuff. One of the things I'm excited about is there's an application to start a new employee resource group in city of san jose um on including disabilities and equity accessibility that anybody could join, and I think it's important that there be multiple ways to provide input on and on and on.

P

um The next thing that I'd like to say is um that the testing of the public participation process um is having the an opportunity for feedback is. Is super important. The other question that I have is regarding the um the um procurement process, ensuring that accessibility is built in it's an area I've highlighted before and one that we can definitely do much better on. Thank you.

C

Thank you, molly and jill.

H

Thank you. I just wanted to comment on the all of the you know, technology and thank everyone involved. I I personally think that the you know this pandemic has brought about an incredible incredible improvement in our democracy. I am thrilled and on the upside um I see this being. You know, hybrid meetings, all of this zoom stuff. You know virtual meetings as an incredible opportunity for high schools to incorporate hybrid meetings into their classrooms and even elementary schools and middle schools having access to listening in on an actual meeting.

H

I just see so much potential and I am so grateful for the short amount of time that the city staff and all the people that work on this were able to put all this together. So there seems to be you know some criticism and that's great.

H

We can always improve on everything, but I just want to say that um I'm thrilled with it- and I think that the people that I hear all the time in the meetings that are like you know, tony the people that you know wait in line and call us their demeanor and their and their patience with us, and um I I'm just astounded at the level of interest in the public. So I kind of have a flip side, um even a shout out to mayor licardo.

H

uh It doesn't matter what policy we agree or disagree on every single time. I've given a public comment, he's looked me right in the eye, so I I just have um a lot of admiration right now for all the people in tech that are making these meetings happen and I'm thrilled. So thank you very much for all the hard work and the opportunity that this that this gives all of us. Thank you.

C

Thank you jill. um That's it for public comment, but really appreciate the uh positive feedback there and agree our staff does tremendous work with um a lot of requirements and limited resources. So, let's come back to the committee, see if we have any questions or comments, maybe I'll start with just a process comment tony or a question um just from a budget perspective, how does this move forward? Do you need to make an additional request as part of next year's budget cycle.

M

I think dhruv might be the better person to answer that he and walter are, are the ones who have been looking at that more I mean we're currently paying for a system. So I I don't it's not a huge change right.

C

It didn't look like a huge amount of money. I just was curious. Yeah.

N

I can I can come that uh yeah council member, this is drew vamadi, um so uh our existing system is within the range of what the annual fees would be for uh any other potential vendor. um So I imagine that this wouldn't significantly change. uh You know the budget process moving forward, but uh you know certainly we'd be in touch with. uh You know the budget office. uh uh You know, based on uh based on the procurement process, moving forward.

C

Great okay sounds good rob. Did you want to jump in and you're muted again my.

D

uh Hardware, speaker and my uh zoomer sync apparently um so three three points on your question number one is: if we wanted to pursue the additional features on top of what we can actually put in the existing one, there would actually be some kind of budget request in the meantime drew and the rest of the team. uh We'll take a look at what we can do near term long term.

D

um The priority based on what was approved uh tuesday, is actually on the broadcasting and refreshing the technology for the chambers itself, and that was when you combine the dollars, I think about 1.5 1.6 million. I think walter can correct me if I'm wrong, but that that does need to be refreshed and there's target windows where we have to do it, because if you there's a lot of risk with it- and we don't want a public meeting to go back, so we have to do it in july or in two weeks in december.

D

So that is the higher priority in that sense. But then, as we put all those pieces together and see what we can do, based on the chart that drew showed, we will be looking at in the budget process, making a potential ask of the additional features and the longer road. But that will be a multi-departmental effort and we'll respect tony's face on that. As was the key entity responsible for the public meetings going well.

C

Your point of thank you your point about july or december. That's for implementing a new system. I might correct that we might be able to incorporate some service enhancement through granite, kiss on a shorter time frame.

D

We believe so, but if there's ever um significant risk and to anything correct me, if I'm walter can correct me again if I'm wrong, we don't like to put too much potential risk on those, because even a small change, if it has an outsized impact, causes the entire meeting to go bad and even like the voting system, changing something in the gear.

D

We're really cautious about it, uh because we've seen how someone the voting system goes awry, how it disrupts a meeting and an american test, how kind of um and tony how, how weird the meeting turns pretty quickly uh and also just want to say two shout outs: um there is a. I think, blair recognized, craig judson, craig judson manages the broadcast technologies. We really should call him an unsung hero.

D

He is so helpful, so responsive um and we didn't give him enough credit in the presentation we should have as well as matt, obsel and others who really are working behind the scenes to make those things. Tony has a lot of staff as well, but there's a lot of people with hands in the mix here.

C

Great, yes, thank you to craig and matt, and everyone else who helps our public participate and keeps our meetings running smoothly. Do any of my oh tony? Go ahead.

M

Yeah, I just want to say that the the agenda side of it does not affect the broadcast side of it, so the enhancements to agendas items would not impact the broadcast side. So those we could do independent from the items that would affect the chambers and the broadcast.

C

Does that mean on my particular pet peeve that actually opening an attachment in a new tab automatically might actually happen before next december yeah.

M

That's actually a setting, I think, drew knows the details on that.

C

I'm still downloading each attachment.

B

C

N

Sorry drew no, no yeah, just council member, it's just a simple insight. Setting that just needs to be turned on. It's a very wonderful! You.

C

Can help me get over my ignorance there. I'm sorry go ahead mayor.

J

Oh no worries um yeah. I just I want to pass on feedback from our team um first. We really appreciate all the teams work on all this stuff because we know it's been super difficult uh and a lot has been done in a short period of time.

J

Keep everything running um some general gripes about the granicus system are really around the search capability and a lot of attempted searches, and they give me a few examples where they, you know, when they're searching through documents for terms like um you know, shot detection or whatever it might be. They're they're, just not getting any results at all. So um so I think that was a general concern and I guess a question of sorts about the extent to which we're doing sort of user testing.

J

uh What you know would someone other than the cmo clerk or city council staff be able to find a document or a calendar event if they're looking for it. That is, you know the folks um uh as I guess it was, uh as vice mayor as council member fully referred to the folks that you're you're bumping into at starbucks. Would they be able to find what they need to um yeah and I'm I'm not sure to what except we're already doing that or if you tend to.

M

That's definitely a goal of mine because we have a lot of pras in our office where the items are actually on our website um and they wouldn't need to contact us and wait for business hours if they could find it on our website, so um that that's definitely an enhancement that we we want to have. It saves us time and it and it helps the city um or helps the the population.

B

C

Sorry, you did great thank you mayor any other comments or questions from colleagues.

C

Should we entertain a motion.

K

C

Second, great and yes I'll, add my thanks for all the good work here and uh look forward to seeing continuous improvement of these systems in the year ahead. Okay, let's vote.

B

Paulie hi jones.

Q

O

Lecardo hi mayhem.

C

C

Thank you all we're on to our third and final item of the day. The san jose 311 service, delivery status report and rob who are we handing it off to.

B

D

Chair so jerry is going to kick off and then we have harman and kia who are going to dig in and then we also have the service owners on for questions and feedback. Wonderful.

I

Thank you rob thank you, chair mayor vice mayor, chair committee, members, members of the public. I am jerry driessen. I am the assistant cio for the city, I'm going to give a little bit of background, and then I'm going to turn it over to the people uh who are doing uh the majority of a lift on uh implementing um the amazing new services and the expansion of sj301.

I

It's by way of re reminder here and some background. Since the launch of sj301, formerly my san jose in 2017, the city has made a lot of significant investments to create an omni channel uh custom service request experience for the city that is highly responsive to the needs of our community and re-engineers our service delivery through data insights, and we, when we say omni-channel what we mean is there's no wrong door.

I

We mean to increase access to city services, whether that be through the phone, whether we be in person or through our online channels, which includes through the website our mobile, app sj301 or through chat over the last 18 months. We've made many improvements.

I

We've, uh including absorbing non-emergency, calls into 3-1-1 we've added dynamic language translation into the app and and um and the web portal for sj301 we've added a new service resident garbage and recycling, which has been very popular as as our data will show when hermona and kia presented, the sda 311 also addressed usability and data synchronization issues and we were able to increase our customer satisfaction scores uh substantially from previously 28 percent rating us good to excellent to now 68 good to excellent ratings.

I

The team is now working towards the commitments that were made as part of the approved uh fiscal year, 2021 and 2022 city budget, that we were to expand sj301 by adding new features and services and by continually improving service delivery and customer experience.

I

Hermann and kia are now going to walk us through what we are doing towards the expansion efforts and and addressing some of the committee's challenges. Moving forward come on.

D

Come on you're a mute.

D

So the the next uh meeting system will have to use ai to always know when someone needs to be off moved you're still on mute here. Ron.

R

All right there, you are okay, so, let's go back to here. Please.

R

All right, so I was saying good afternoon, uh czech personal magnet, major ricardo vice mayor johns committee members and members of the public. I am german sedano san jose 311 project and product manager.

R

Since we met on december or september 2nd, the san francisco, one team, has worked on multiple areas that I will go over in the next slides. One of them is migration to a local no-code platform for easier and faster deployment of new services.

R

As of this time, we are working on the testing phase and we are planning deployment this month.

R

Another deliberate role that the team has been working is the addition of four new services to the web and mobile app.

R

This will be done after we migrate to the local, no code platform and for this uh effort we have worked very closely with the new service owners and completed critical tasks as we prepare for a deployment in the month of april to june of 2022.

R

What else we have been doing? We have been working on accessibility enhancements. As you might remember, in the past, we completed a project about doing an accessibility assessment of some concept, 311 what we are doing at this time. We are implementing high priority recommendations such as skip link. A skip link basically provides a way for users of assistive technology to skip what can often be many navigation links and go straight to the main content. Instead,.

R

Another area is still with enhancement done on the user interface. We have two. We have two areas that basically help people who have motor disabilities blind or visually impaired who rely on the screen readers. We have also added. We've, also completed the addition of an accessibility statement.

R

Those will be available on the mobile and web app and will allow residents to provide feedback on the accessibility of san jose 311. All of those three will be deployed after san jose 311 has migrated to the log code no code platform.

R

Now I will pass the control to kill here. Please.

Q

Hello again, everybody, my name is kia o'hara from sj311 customer contact center, and I'm going to be talking about some improvements or actions that have been taken related to customer interactions and service.

Q

So speaking of enhancements, sj311 has improved our web chat to allow representatives to enter just a couple of letters and a scripted message will be sent to the customers. um This will improve our response time, we're expecting that it will decrease the live chat by one minute.

Q

Next slide, please, um and so last time we were here and we met with the committee. It was brought to our attention that some council offices staff would like the ability to search requests that are entered into sj311 and so, um and this would allow them to better respond to constituents, so I did meet with about 30 people from different districts and we went over some of the basic functionality and sj311.

Q

I also provided some access to the system. This should help with the customer service as a lot of the constituents that are inquiring to the council offices. Those usually are escalated concerns so now they do have more visibility, so they can respond.

Q

A little bit better next slide, thank you, and so within this training we did talk about dashboards and um these dashboard reports are available on our website, and so they are available to the public, already they're, very um they're, available in several languages, they're very easily searchable accessible by the public, and um you can limit to like the district, the date, the type etc. So now we have a very short video, just showing you a little bit of the functionality.

S

Hi and welcome to the san jose 311 reports dashboard overview. You can get to the reports dashboard by going to san jose.custhelp.com.

S

I also want to mention that this website has been translated in vietnamese and spanish for those who need language access to get to the reports. Dashboard click on reports, dashboard on the navigation bar from any point on the site.

S

Once on the reports dashboard, you can take a look at all the requests that have been made through the san jose 311, app and filter by kind of service status of the request district. The request was made in and the date you'll also have all kinds of data visualizations that you can use to better understand, what's happening in your area through the san jose 311 requests.

S

Q

Great thank you. um So our team is continually thinking of new ways to provide great services and with these improvements um and a few of them, it does help us to make reporting easier and, as well as improve our customer service response. So on the next couple of slides you'll see that we've also had some community outreach efforts, such as our work with the library, the sj 311 team members, joined several community conversation meetings and at those meetings they encouraged sj311 use.

Q

We explained its purpose and we did a request for feedback from those in attendance. These meetings were set for the public in an open forum, they're ongoing, and they are available on the library's website in several different languages and um next slide, please, in partnership with the cmos or city manager's office of communication.

Q

We also had some messages that are going to be sent to residents via social media outlets. It's just going to be telling people about sj311 just to spread the word. It also gives some information about. Existing functionality is available and the ability to enter service requests.

Q

Okay, next slide, and on this slide we have our very own. Hermann sedano he's representing sj311 in this picture from when he, along with several other staff, did set up an informational booth at the berryessa flea market and they had flyers about several services that are provided by sg j311, as well as others that aren't on sj311.

Q

We had banners and we also had staff that were available to speak several other languages, just to speak to shoppers as they walked by and visitors and people who were just interested in what is san jose-311. So we had a couple people out there just to talk, and um so now I'm going to pass it back to hermond and he's going to talk about symmetrics and more of the hard work that has been done.

R

Thank you appreciate that uh let's go over metrics for metrics, uh as you can see we're going to do an upward trend uh in regards of reports and users and we're also very close to meet the 50 000 user target that we have set for san jose. 311 junk pickup has taken first place as the most popular sanford c3101 service.

R

In this chart, we show the percentage of service requests per service that have been closed within the expected resolution time. The target is 80 percent order.

R

Now, on this slide, starting in the month of october, we have started using a new customer satisfaction score the target on this um on this metric as well is 80 or more of surveys rate in their experience as very good or good.

R

Here we have the less of all services indicating the writing experience and I will provide more details on the coming slides.

R

This uh certainly focuses on children's memo that was provided to us in the last meeting september, 2nd.

R

Let's start with the residential garbage and recycling service update. They have two services that were rated positively. However, these collections had a lower customer. Experience were primarily missed due to copenhagen infections and also vaccination responses, in addition to three tracks that they cut fire and had to be put out of commission corrective actions that this team has set, includes hiring additional drivers acquiring replacement vehicles and continue to use next door postings to alert users when any any incident of this type were to happen in the future.

R

And the next update is with the abandoned vehicles. Update things to highlight here are number one that the current hybrid vehicle availing approach is causing that 25 of service requests result in the vehicle being told.

R

This compares to the seven percent pre-pandemic 89 percent of very bad and bad rating, referred to as service requests that did not qualify for investigation and therefore it was not investigated.

R

Collective action that this team is working on include adding a specific criteria in san jose 311 for residents to understand what vehicles qualify for investigation and also enhance automated notifications on the status of individual san jose 311 requests.

R

And here is the vehicle abatement team who respond to resident requests.

R

Service update from the pod hall team want to indicate that the team is currently working on improving their service experience rating, also highlighting that their turnaround time is at eighty percent.

R

This service has found that most of the complaints that residents post to us or sent to us refer to quality and performance of the repair instead of responses or repair themselves.

R

To address this, the pothole service team is working on a plan to clearly communicate maintenance expectations to the public, make sure that they understand what is that they can expect. They should expect when they log a ticket in san jose.

R

Here we have the team who answers those pothole repair requests.

R

A street light audi service update a few things to um to highlight here number one is that the complexity of those requests varies widely and that staffing levels still remain low additional. Additionally, the service delivery is impacted by bulbs no longer being produced leg conversion.

R

Light emitting digest is expected to complete by the first quarter calendar year of 2022, which will result in fewer streetlight averages.

R

Team is also currently working on informing residents on convention status so that they know where we are with respect to the project and how to place concerns in addition of setting expectations correctly with them.

R

And here we have uh charles johnson restoring a street light hours.

R

Another area of work has been in regards of equity.

R

We have worked very closely with the office of racial equity and service owners and identify the following: metrics top two refer to increasing users from underserved communities and non-english speakers, variation of service request, volume by location; and finally, what we want to see is an increased utilization on functionality, focus on residents with disabilities.

R

We have work with new service owners. These are the four new services that will be added. As I said before, once the local no code project goes live and uh they have provided their current service, their around turnaround and also what expectations will be once we migrate once they are part of the san jose 3101 family.

R

Starting in the month of october, we have a new scale, that's a scale that you can see there, and that is what we are using in our current dashboard. More data will come as we have started using and just in the month of october.

R

That's all that we have, and if you have any questions or any feedback, please don't hesitate to reach out to kia or myself.

C

Awesome thanks armand kia and jerry uh very excited by this update, and for me personally, at least just reflecting on the conversation we had many months ago feels like real, meaningful progress toward more of a continuous learning and improvement cycle around service delivery, which is, I just think, really exciting. So, um looking forward to our conversation, why don't we go over to the public? I know we have a couple of folks who want to speak and we'll start with paul.

A

uh Yes, paul from horseshoe uh organization is indispensable for liberty arises and has meaning only within a self-regulating community of freely cooperating individuals, but though indispensable organization can also be fatal.

A

Organization transforms men and women and to automata it suffocates creative spirit and it abolishes the very possibility of freedom as usual, the only safe course in the middle of the extremes, between laissez faire and in the scale of total control of each other brave new world aldous huxley.

A

He talked explicitly about this meeting. Everything that goes on in this meeting is because it's dehumanizing for somebody to try to quantify what the issues are on the street when you're hearing it firsthand from someone like me, someone like there, someone like tessa and all the other people that are in the community. They come to these meetings and inform you that your learning curve is killing people on the street. You must accept the responsibility for that. This is this is why I'm saying this is a moral. This is an ethical issue.

A

You must assume, because you were the power, you have the power. We endowed you with that by the vote. Okay, we don't disrupt society, because we are having faith in the democracy, we're having faith the reason why we're not blasting each other shooting guns off at each other and just attacking each other. The reason why we're not doing that is because we all believe in democracy.

A

We all believe in that system, and so with that belief. Okay, you must accept that responsibility and know that that your new curve is killing us look at what's happening with the housing look at what's happening with this. You guys will get better and better better at what it must be measured by the quality of the life, not on the person in willow glen. But thank.

C

B

B

C

Blair, I think you may have muted yourself. Oh there we go.

G

But now I'm back, thank you for catching that I didn't notice. But now I have uh thank you for restarting the timer uh these three one, one things are really important uh for our future and really uh how to develop a kind of a better community selves. Good luck in the efforts to do this. You know, I think part of the 3-1-1 work was initially designed to address the future of reimagine issues and it's kind of interesting. It makes it kind of interesting work.

G

um Good luck! uh You know this was happening before the george floyd things. Good luck! How we can work on on such issues and with that good spirit in mind, that's that's where I'm gonna be trying to come from with these sort of issues, and uh you know how it can really how we can be a more community focused process for our future. That's I think what paul was trying to say something of what he was trying to say, and I mentioned a few months ago.

G

You know I you guys were making a new big deal about ai issues. I tried to bring that into this. It was a little uncomfortable for some. I'm sorry about that. I still feel it's important to, I think you're, creating some really important new ideas of ai things that I thank you for uh and just to mention his overall good community uh practices, how we're connecting as a community.

G

If I can quickly mention uh it's a bit of a side, second cousin, I guess, but uh the public, uh uh your your city, uh public website, uh it's search browser. It's really really hard to find information on it. I hope you can learn to work on that issue as part of an overall public accessibility process and with the dashboard issues uh from what the mayor said. I you know he maybe have a point, but I hope we can think of what is informational for ourselves.

G

Thank you. Tessa.

O

Thank you. Well I I mean if I have a problem, and I call the city or I try to you- know talk about something like a dangerous road for the bicyclists that are going to kill us. You know it's impossible to reach anybody. So none of the officers answer and none of the offices. You know, city, council members, you know sorry we'll get back to you we're out because of covid I mean that's what our office, our gen, what is it our city manager's, uh her answering machine is like we're not here because of covid.

O

You know. Basically, you know we'll get back to you when we're back. You know meanwhile covet is never going away and we're not. You know, I guess you'll never get back to me. So you know and then 3-1-1 you know like I've called that, because it'll go to three one one and that doesn't work.

O

They'll just hang up and it's been very frustrating reaching and the fact that our city and I've made this a point is that you need that resiliency that our city, all of our city, calls that go to those offices should go to our homes, because, if that's how it's going to be, we know that covet isn't going away and- and you never did that, like all the rest of all the corporations that you're trying to be the head of silicon valley, every corporation every bank, every you know anything I deal with as a you know, customer for anything all everybody's working home, loving it it's so much better.

O

I mean there's articles written that we should never go back to work. I mean we are in a climate crisis too. We should never be going back to work and in the ways that we've done in business as usual, and yet you city of san jose, have never figured out to get those that telephone to go to the offices.

O

I don't know what we're paying for for all those people that are working with all our council members, because they never answer us and they never call back and then 3-1-1 is, you know, could work really great, but it doesn't like. Like you know, in terms of our you know, safety of our city streets. We should be able to report something and it oh, but I I've reported something about a dangerous thing at stockton and taylor and they got back and just said you know sorry we're out. We don't do anything now because of covet.

O

So it's not, I know you're saying you're so successful. I don't see it.

C

Thank you. Okay. Let's come back to the panel all right uh vice mayor jones, you want to kick us off.

K

Sure thank you chair. um First of all, I want to say uh to the staff ramon and kia. You know. I really uh appreciate your your effort and hard work. uh You guys have a very challenging task because I could tell you that- and I know this has come up over and over again, when we've had this discussion in terms of meeting expectations.

K

um I'll start out with focusing on abandoned vehicles, uh we have we're having lots of issues in my district and I'm.

K

I could probably guess that my colleagues are also having major issues in terms of expectations versus what we're actually doing, and the qualifications for them to come out and tag and tow an abandoned vehicle are very specific in not broad enough to to cover many of the abandoned vehicles and requests that we get and there's a disconnect in terms of the expectation of the user versus what we deliver and I haven't actually made a request: abandoned vehicle request myself.

K

So I don't know if, when they make that request, if there's a pop-up that says you know if the vehicle doesn't meet this specific criteria that we're not going to come out and tag and tow, if, if not, we definitely need to have something like that, and the other thing, too, is just in terms of the broad range of services that we're trying to offer through through the application.

K

um I really am questioning whether we should make it more narrow. You know you've seen some of the customer um satisfaction results. You know we have several of the services that are, you know well below 50, and so I I need to question whether we should continue to offer a service that gets a 30 35 40 customer satisfaction rating until we address some of the underlying issues, so I just want to just you know: throw that out there.

K

I know that my again, my colleagues have raised this uh this issue several times in previous meetings, but uh the disconnect between customer expectations and what we're actually delivering is pretty pretty broad and when they have that negative customer experience, they share that with you know, 10 other people, and also it makes them more hesitant to even continue to use our service.

K

I've had several residents that have come to me and said: yeah, I'm not going to use the 311 app anymore because it just doesn't work or it doesn't meet my expectations and I'm not putting it all on you. I know that you guys are doing the best that you can, but there's just such a disconnect between the user interface, the user expectations and what we're actually delivering.

K

So I just wanted to share that. Thank you.

T

Vice mayor jones, would you like me to provide some context to that? Your comments.

K

Sure laura go ahead.

T

um So so you, you are correct that there um is um definitely frustration and expectations of customers that are providing um concerns through 311.

T

Service ratings, when we aren't able to provide the service, because the request is not gelling with the program that we have the proactive hybrid program. They're not happy. But even when we do the investigation.

T

We're finding that upwards of around a third of the people are still unhappy because their expectation is we go out and we till the vehicle, but frequently we go out and the vehicle is not there or we tag it and when we come back it complies, which was what we want, and we we share that information with the customer and they're not happy that service.

T

With regards to your first question, when someone goes into 3-1-1 before they even submit a concern, they have the program parameters in front of them and we ask them also to submit a photo or photos of the vehicle that the reporting that shows those conditions.

T

um So we are providing that information and we are providing very robust information back to customers all through the process so so from. If it's not going to be investigated to, we have your request: we're going to go out there and investigate it too. We went at it, we tagged it and we tell them all along what's happening. But but you are correct, um there is an expectation that we provide the services that we used to when we had the pre-covet program.

T

The traditional program where we are investigating every single request and finding that we were essentially just moving cars around the city and um that didn't always make people happy then so I'll stop with that.

K

Thank you laura.

K

C

K

C

All right, thank you. Vice mayor uh mayor le carter,.

J

I just wanted to first say this is a really excellent report. I appreciated uh all the information, um it's this uh comprehensive and focused report as I've seen before, and really appreciate that we're getting to the the real just the matter, which is uh how our residents feel about the services we're providing and how we're improving. I think this is really fantastic.

J

So thank you for the hard work and obviously when we do that measuring there's always uh we always learn things that we we know it we'd rather not, uh but this is a part of improvement and I think that's that's fine. um Just a a couple, quick questions, um one as I was looking through the slides here. um Oh I know on the the abandoned vehicles that the the approach that is referred to is a hybrid va approach. What does that stand for a hybrid vehicle abatement? Is that right.

T

Yes, so first I should, I guess I should introduce myself laura wells assistant director of transportation and the hybrid approach. Is it's really um two approaches? We, we have a small team that is um proactively, go traveling, all the streets in the city on a regular basis. So so each street is being reached about two times and we're finding with that proactive approach that there are many vehicles that are not being reported to 3-1-1 and many of vehicles that are the most egregious truly abandoned.

T

You know, damaged, left on the streets and and many of these vehicles that we're finding that are not being reported are in low income areas of the city. um Coupled with that, we are triaging, requests that come into 311 and looking for those vehicles that show conditions of either being inoperable and operable it has to meet strict state criteria or that have conditions of being blighted, and then we are sending staff out to investigate those vehicles and take appropriate action. So it's a combination of both of the of both using 311 and then the proactive.

J

Thanks- and I know this is you know, we don't want to be too much to this rabbit hole, because I know that the folks is much more at a 30 000 foot level about our 311 service generally, but I think you're right that the app does describe all the specific criteria or potential conditions that would make a vehicle abandoned for purposes of of of the city policy.

J

I guess what's missing is sort of an explanation of why we're being so limited and- and I think it would be helpful if there was a sentence that said this- is why here's, why we're only towing these cars, um because I can tell you- I actually experienced this myself- there's a vehicle on my street that has been there for many weeks. uh There's no question, there's nobody living in it! There's nobody! I mean it's not an issue of homelessness, and so I I scratched my head saying.

J

Well, I thought we just had these conditions to make sure we weren't towing cars that people were living in because we don't want to further.

J

Do harm to people who are struggling living on our street, but the car really is abandoned. It's just not quote-unquote inoperable under the criteria, and so I guess it would be helpful, maybe to explain to folks up front why we're doing what we're doing.

J

I just throw that out.

T

Thank you. We will look at that um mayor.

J

C

Thanks mayor councillor, foley.

L

Thank you. I guess I'll I'll continue on with the abandoned vehicle concerns, because that's probably one of the things that we get calls most from that our residents aren't satisfied with, and you can see by the customer satisfaction scores that the numbers are pretty alarming.

L

So we get calls all the time about abandoned vehicles, but sometimes they're, operable vehicles, they're stolen vehicles from someplace else and they're dropped in a neighborhood and yet they're not being towed because they're they're, not a blighted car they're, a car that you know someone stole from somewhere else. It got them to from point a to point b. So how can we on the 3-1-1 app indicate or how do we make sure that we're going to also uh tow or address stolen vehicles, but provide it's really uh just to echo?

L

What the mayor and vice mayor have said it's about expectations of our community. Our residents feel that, if we're going, they call or report abandoned vehicle that we're going to be there to pick it up and they really don't care that it's has a level of blight or doesn't have a level of blight. If it's sitting in front of their house they're concerned that it belongs to someone who's, then casing their house and going to watch them when they're leaving and then you know, steal something from them. That's what's going on in the neighborhoods.

L

So how do we address more effectively on the 311 app exactly what the expectations are of this department abandoned vehicles and what your? What will be done so that we don't have to run interference on a lot of those questions, because we do get that call a lot.

T

um So councilmember foley um we are when we do the triaging we are. um We do have information from the police department on stolen vehicles and we do when we identify vehicles that that are have been reported as stolen. We do forward those to the police department. So so we are looking at that, and um you know in looking at a um um just for the month of september, um about one and a half percent of the vehicles were reported as stolen five five vehicles in september, so we did forward those on.

T

um I don't believe we currently have information on the app that indicates we're looking at that. So that is something good for us to add as well.

L

Okay, I I appreciate that, and- and I'm I'm not going to continue to pile on laura you've, you've heard us all talk about it and it's a I. I think it's something across the board in all of our districts that abandoned vehicles are a concern I will. uh I do want to just uh praise the see san jose 311 team.

L

I think you're doing a really great job in responding to particularly the accessibility question and making sure that everybody has access to san jose 311, whether they have a disability that prevents them from normal access, but we need to make sure that everybody has access to it. So I I know I mentioned that a few months ago, and I appreciate that you've really prioritized that effort in in regards and allowed all of our residents to have access with that. I'm finished and I will move acceptance of the report.

C

Thank you vice mayor thanks councilmember. um I just want to add a few comments before we vote and armand and the team. Thank you again. I'm personally I'm extremely excited about the direction things are heading in, despite some obvious challenges in a few areas. So I just want to highlight a few things.

C

First, we moved fairly quickly over the low code, no code platform, migration, understandable infrastructure- is not that exciting, but I just I want to thank you all for prioritizing that, because we know that that's going to enable us to deploy new services more efficiently more effectively over time and that's going to be a great win for people. So I just want to acknowledge that work and thank you again for that.

C

If um I also want to highlight, if we can just very quickly pull up slide 14, I think we we may have buried the lead here, a little bit vermont. I think this may have been deserving of its own slide, but I want to call out on slide 14 if we're able to bring that up quickly here, otherwise I'll just read it off there. It is um perfect my understanding.

C

Looking at those those arrows, I just want to highlight for everyone in the course of of a year just one year, we have completely inverted in a very positive way, our very good and good satisfaction ratings and are very bad and bad.

C

We've gone from two-thirds over two-thirds of respondents saying that the customer service around our 311 services was not satisfactory to over two-thirds saying that it is in a matter of just a year, and I just think, that's extremely exciting and shows that we're very much moving in the right direction and to the point that that the mayor made- and I just want to reinforce- I I think that the the key starting place that's going to enable us to improve the quality of our service delivery, is to measure clearly and consistently how we're performing both in terms of our we created the three buckets we want to measure.

C

I just want to remind folks the customer satisfaction, very importantly, the equity measures to make sure we aren't leaving people out and then the objective performance measures are we actually delivering the service and by looking at those three consistently.

C

We now enable a cycle of continuous learning that empowers the team, hopefully to say well we're not quite where we want to be we're at 73 percent, not 80, on illegal dumping, but we're within striking distance. Now, let's optimize, what are the? What are a few incremental changes we can make to get to that 80 threshold of very good or good, and I just want to highlight as well on slide 17 if we go down there.

C

Actually it's the case that abandoned vehicles were absolutely right to focus in there and and we it's, but I want to highlight it's really an outlier.

C

um In fact, we've got two services now that are at or above our target, which is a pretty pretty good, pretty high target frankly, and then quite a few that are within striking distance, where I'm confident that the team is going to iterate and optimize and get us closer and get us eventually over the the 80 threshold in in the year ahead. So I'm just, I just think as a system of learning and improving and being really resident centric, I'm just personally very excited about this.

C

um So I just want to thank you all again and then I guess I'll just end my comments by echoing the mayor's point on abandoned vehicles when you have a service. That is that much of an outlier, it's my opinion that there's actually something more fundamentally mismatched between what the public believes the service is and what we're capable of delivering. And so I think that upfront, clarity and better communication and, frankly, maybe diverting some people away from filing the report.

C

If they fully understand what it, what it can deliver, what the service is capable of delivering or what the criteria are, might be a better way of closing the gap in expect between expectations on the public side and what we're actually able to deliver on, not that we shouldn't also be improving the quality of the service we're delivering.

C

But I think that when we're at a 27 rating there, which is again an outlier amongst all these services, that tells me there's something more fundamentally wrong, just in terms of how expectations are matching up with, what's even possible at all. So anyway, I just wanted to highlight those points. I'm really excited about this report everything's about incremental progress, and I think this is a huge leap forward from when we last discussed earlier this year.

C

So I just want to thank the team again and I think with that we will move to a vote on our final item.

B

Willie hi jones, hi ricardo, hi, megan.

C

Hi. Thank you. Thank you. Okay, thanks. Everybody got to our agenda, we're on to open forum.

B

Actually, if we before, we can get to open forum, if I just make a couple comments, sure.

D

um And and number one is just a compliment to the department. Transportation too is they've, been fearless about the services and the improvements, and that's a good thing from the 311 perspective. Exactly on your points identify what the mismatches are continuously improve and the public benefits, but thanks to chairmanhand also, as so many know, jerry has been a key leader in the city's technology and innovation work over the past three years.

D

This has included recovery of the city website, project, major contributions and development service transformation initiatives, uh leading 311 accessibility and service improvements in the new services and co-leading powered by people drive to digital work through the pandemic, with our hr staff he's also coached many of our team members to a lot of growth and achievement. Jerry is off to serve as an executive coach to cios in the midwest. We are deeply grateful for his contributions to san jose.

D

You know he's a dear colleague and has become a true friend to me so with that I just wanted to take a quick moment and say thank you to jerry and he's he's a brother but from another mother, but I'm going to miss him dearly.

C

Absolutely jerry, I was hoping. If we went straight to open forum, you wouldn't be able to leave.

C

um Yeah, thank you jerry. It's been a pleasure to work with you this year and I'm personally very sad, but but I'm happy for you so congratulations mayor. Did you want to chime in oh you're, you're? Muted, sorry, thank you.

J

Gary thank you for dealing with a bunch of council members and mayors who don't add on mute. um I just I uh I just want to pile on to say jerry. Thank you so much for your work, your leadership, your service. It's really been incredible. um It's been a pleasure working with you and wish you all the best.

I

Thank you, and I just I if I can uh chair just what a pleasure it is to work for such a remarkable city, this is truly inspiring work. uh The fact that we put on public display on a monthly basis uh the inner workings of our technology and how we're focused on improving services is, is a delight to be a part of, and uh it's been a very uh uh rewarding to two years and ten months. So uh um thank you uh for the great work you all are doing.

C

Thank you, jerry, we're gonna, miss you vice mayor. Did you saw you on mute.

K

Oh yes, I just wanted to pile on jerry. Thank you for your service. uh It's been great uh to see that what what you've accomplished- and you know we're going to miss you and best of luck.

C

Council member.

L

My turn likewise jerry good luck in the midwest. uh It's it's a huge loss, huge loss, but I wish you well in your new adventure.

C

Absolutely all the best jerry thanks for everything all right with that rob. Is there anything else or are we off to okay, open forum, excellent, let's head over to members of the public, starting with tessa.

O

All right good, thank you. Well, I was just commenting on smart city and I'd like to see a smart city um because I'm not seeing it and what I mean by that is like issues of you know, problems on our roads. You know I.

O

I went ahead and you know the times that I was you know taking hours and hours and hours to reach anybody writing letters about a problem on the road that is unsafe for bicyclists, and you know I get you know finally get a letter back from john brazil saying well, yes, we know about this problem and you know it's on. You know some list somewhere and you know maybe you'll get handled.

O

You know, and this kind of um you know, lack of of transparency is really a problem, and when we talk about dashboards, you know we really do need that in terms of our um you know the road or road maintenance. You know, oh and then that's the other thing I hear. Oh, when the when the road is going to be, you know repaired or something whenever that is that's. When we'll we'll fix the roads, you know for safety like and I've said it before.

O

You know if there's a pothole for a car- oh my god, two days, it'll be fixed, you know, but you know what's going on in our bike lanes, and you know we say we have a vision, zero, but it's not. We don't have that we're not putting our money where our mouth is. You know and that's the same thing with climate change and the same thing with climate change. Is that we really?

O

You know I've been talking to environmental services, not about whatever the you know, the people that deal with our you know, climate, smart, and I call it climate dumb, because we really it's not. It's not granular enough to know where our fossil fuels are being used and we need that granularity to understand how we're going to cut back to zero, because that is the path for our survival.

O

And you know we need to be looking at that and when we have um monitors in in times square that say you know we have 10 years now, almost like 60 years to go to zero. We need something here in san jose that displays that that's the kind of only billboard I want to see with electronics is our fossil fuel use going down to zero.

C

C

Paul paul, you're, still muted, on our end.

A

Okay uh got it. Thank you. Thank you. uh Counseling uh my hand uh from horseshoe. um Great is the truth, but still greater from a practical point of view is silence about truth by simply not mentioning certain subjects, by lowering what mr churchill calls an iron curtain between the masses and such facts or arguments as the local political bosses regard as undesirable.

A

Totalitarian propagandists have influenced opinion much more effectively than they could have done by the most eloquent effective by the most eloquent denunciations. The most compelling of logical rebuttals outside the building of city hall. Right in the front I mean right on display, is a dome and that dome is made of glass, because in the architecture of the city of it's, the center of power was imbued with a certain principle, and that was that, no matter what angle you are looking in at city government, there is a clear direct view and what mayor ricardo did today.

A

Is he mocked that he mocked that kind of transparency by just flipping me just saying hey, you know what now just don't go ahead and do that, because a citizen was requesting that why? Because there is no democracy without an informed citizen, there is no democracy, so you either either quit masquerading as a democracy and then just call this what it is, which is a totalitarian government or get to doing the business of the people and quit playing around inside these meetings because lives are at stake man. This is serious business.

A

If you don't think it's serious put that on the record so that we at least we know, but don't be fronting in in politicking around like you care and you're concerned. But yet your policies and your your your chicanery and your duplicity.

C

Thank you, blair.

G

Hi roy rickman here I agree with paul. I think the mayor misjudged a bit uh the the intelligence of the everyday public. I think you know it's easy to understand. It makes for really good reference points. Those kind of road maps are important for the community to understand uh and have good knowledge about how to practice good community practices and shouldn't be uh dismissed so easily.

G

I don't think um I wanted to thank yourselves with that in mind that uh you know the ai work that you've been doing this past fall and that kip harkness is hopefully now back around uh he's, hopefully seen something really good growing and that you're doing things you know really well you're, thinking of civil rights, civil protections, good heart, good love and good community practices. uh You know it's an important future, we're starting to step forward towards at this time to talk about aopr stuff.

G

um It you know is, as I try to say it's more than just aopr's. It is the data collection as we're doing all this new stuff. We can be considering new uh new data collection practices that better and better respect civil rights and civil protection ideas. It's not just the aopr's there's a whole network that can grow. That's important at this time that we have to look into and learn to grow.

G

Good luck in those efforts uh with 45 seconds you're having a closed session meeting tomorrow and his description was, you will be speaking on many items, and that was just a really weird approach to talk about the subject. I think you're going to be talking about redistricting issues. Good luck! How to talk about it! It should be an open subject matter and that the public document should be as more accessible than the words you used for it.

G

um I really really feel that district 7 should be a part of the future of google village and the horseshoe area and and connected to district six and district. Three, that's equity. That's the future of good equity practices, really try to work towards that good stuff and, let's consider uh district 3 a bit more.

C

Thank you. Thank you again to my colleagues and city staff for the great reports today with that we are adjourned.

C