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Jun 27

My San Jose Update - June 2019

Posted on June 27, 2019 at 11:46 PM by Michelle Thong

Our vision for My San Jose is to make it easier for community and government to work together to keep San Jose safe, clean and engaged. 

Thanks to engagement from our My San Jose community, from January 1 to March 30, 2019, we responded to:
  • 11,700 Abandoned Vehicle Reports 
  • 7,300 Graffiti Reports 
  • 3,400 Illegal Dumping Reports
  • 3,300 Streetlight Outage Reports
  • 3,000 Pothole Reports 
  • 13,700 General Questions 
We received a total of over 42,000 requests from over 7,300 registered users. About one-third of those requests came from anonymous users without My San Jose accounts. 

To improve the experience of reporting issues through My San Jose, we released version 1.7 of the web and mobile app in April 2019, with the following new features:
  • A simple definition of each service type, to help users  understand what they can report through the app
  • An estimated turnaround time after submitting a request, so users know how long it typically takes for requests to be addressed 
  • The ability to search requests in the mobile app from the last 3 months
We’ve also launched an improved customer survey form, so customers can provide more specific information about what worked well and what didn’t. We're using this feedback to prioritize our next improvements. 

As we plan for future versions of the app, we are actively scoping out how best to translate the My San Jose experience for non-English-speaking users. From user research we conducted with Spanish- and Vietnamese-speaking residents, we know that making My San Jose simpler and easier to use will make it better for everyone, in addition to translating the app.