Publication Date
Spring 2018
Degree Type
Master's Project
Degree Name
Master of Public Administration (MPA)
Department
Urban and Regional Planning
First Advisor
Frances Edwards
Keywords
San Jose, Smartphone applications, Apps, City services, Smart cities
Abstract
This research paper provides background on the City of San José’s smart phone application history and reviews other similar municipal smart phone applications. It also analyzes current literature on implementations of non-emergency service communications and service requests (311). Primarily, this research paper investigates whether the functioning of the My San Jose smartphone application and website platforms are meeting the intended goal of improving the customer experience for city services.
This paper analyzes My San Jose raw service request data to review performance. In addition, this paper analyzes qualitative information gathered from semi-structured interviews of City of San José employees to shed additional insight into the processes in place to fulfill these service requests from start to finish.
Recommended Citation
Moradi, Roxanna, "Smarter CRM from a Customer Service Perspective: A Process Evaluation on the City of San José's My San Jose Smartphone Application for City Services" (2018). Master's Projects. 591.
DOI: https://doi.org/10.31979/etd.pb86-sed4
https://scholarworks.sjsu.edu/etd_projects/591
Included in
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