Analyzing San Jose 311 Usage
Analysis by:
Michael Spencer, Barbara Cardona, Guillermo Camarillo, Jorge Nam Song
Abstract
Faced with increased blight in its neighborhoods and city streets, the City of San Jose has implemented a 311 system in recent years. This system is accessible to residents via a mobile app, a web platform and a call center, all of which allow concerned residents to make formal service requests. Such requests can be made regarding illegal dumping, abandoned vehicles, and road repairs, along with a plethora of other incidents. As the system has grown in popularity, it has become ever more important to ensure the system is equitable and accessible to the very residents it is meant to serve.
Our team has analyzed the provided San Jose 311 request data to determine the demographic characteristics of those who are most frequently using San Jose 311 services, such as the mobile app and the web platform. The team has further analyzed trends in the data and developed key considerations which we think would aid San Jose in better serving both those who are using its 311 platforms, as well as those who are not currently using these platforms. Through this analysis, the report has found the following:
