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
Master of Public Administration (MPA)
San Jose, Smartphone applications, Apps, City services, Smart cities
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.
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.
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